eyebrow raiser at check in

[DisCom4]

Hi Guys,

I wanted to pass along something that happened when we checked in to WLV a couple of weeks back.

We had stayed a few nights at CR, and were transferring over to WLV, so we went over to check in early in the morning. There was nobody else in the check-in line, and our CM was new on the job. We had requested a pool view, so she was spending a little extra time trying to find the best room available. The CM who was training her helped her look up available rooms and showed us where the rooms were on the resort map, and so on.

Then, the trainer says to the trainee something like "okay, now this is fine as long as there's nobody waiting in line, but if it's more crowded, we can't go through all this" (so far so good, I can't argue with that). Then he says something like, "these people staying in the villas didn't sign up for this, they have a contract and they agreed to take whatever they can get..." He then looks at me and says "sorry..." and then proceeds to tell her essentially that that we're (dvc'ers) not the same as "paying" customers.

I was mildy aghast. The idea that we don't deserve the same level of service as "cash customers" really chaps me. Any thoughts?

 

[dianeschlicht]

I'm SOOOO glad OKW is our home resort, because there IS no regular "hotel" to compare us to. We all MUST get the same treatment. I guess I would have to write a letter to the DVC customer relations person and mention the names of those involved.

 

[Califgirl]

Were you staying at the Hotel or the Villas at Wilderness Lodge? DVC owners should always be treated well at the Villas, after all that is our home.
And the reason I have points is so I can choose what view and room type I get. The better ones should be more points and if I use less points, I would get a different type of room or view.
I don't understand this thinking of 'they agreed to take whatever they can get'. I didn't sign up for that attitutde.

 

[AFMom]

That's certainly something I would report - that attitude certainly would have upset me! I'd say we've paid plenty for good room!

 

[jakenjess]

Oh, I would definitely be reporting that to someone!! Excuse me, but we ARE paying customers! We paid dearly for our membership and continue paying membership fees. I'm appalled the CM said that, especially right in front of you! And while I agree it shouldn't take forever to check in when there is a line, I've been behind people plenty of times that were dragging the process out and nothing was said. It doesn't really bother me, because I'd rather they get it right the first time. Let us know if you report this and get any feedback!

 

[LIFERBABE]

That's sad, and I would definitely report it.

Requests are not guaranteed for anyone, on points or cash. They should still try to honor requests when possible. For him to defoul a new CM like that and introduce bias and prejudice against DVC members is totally unprofessional and he should not be in a position to train.

I would have been taking names.

 

[Horace Horsecollar]

and then proceeds to tell her essentially that that we're (dvc'ers) not the same as "paying" customers.

I think that trainer need to be trained!

Obviously, DVCers are paying customers. The big difference is that we pay through a combination of a a large upfront payment and ongoing annual payments (rather than a nightly rate).

I'm sure there are some DVCers who have unrealistic expectations. They expect and demand the "best room in house" every time they check in. Yes, the front desk can and should tell them that all of those "perfect" rooms are already occupied or assigned.

I assume the majority of the DVCers who express room preferences are realistic. At BWV, they may want to be near an elevator (to avoid walking) or far from an elevator (to avoid hallway noise). At OKW, they may want to be on the ground floor (to avoid stairs) or on the top floor (to avoid noise from above). Such requests are realistic, and should be respected by those who assign rooms -- either ahead of time, or at the front desk.

 

[athenna]

Hi Guys,

I wanted to pass along something that happened when we checked in to WLV a couple of weeks back.

We had stayed a few nights at CR, and were transferring over to WLV, so we went over to check in early in the morning. There was nobody else in the check-in line, and our CM was new on the job. We had requested a pool view, so she was spending a little extra time trying to find the best room available. The CM who was training her helped her look up available rooms and showed us where the rooms were on the resort map, and so on.

Then, the trainer says to the trainee something like "okay, now this is fine as long as there's nobody waiting in line, but if it's more crowded, we can't go through all this" (so far so good, I can't argue with that). Then he says something like, "these people staying in the villas didn't sign up for this, they have a contract and they agreed to take whatever they can get..." He then looks at me and says "sorry..." and then proceeds to tell her essentially that that we're (dvc'ers) not the same as "paying" customers.

I was mildy aghast. The idea that we don't deserve the same level of service as "cash customers" really chaps me. Any thoughts?

That's disgraceful

 

[Patty3]

I would not be happy with the trainer either and I would also be writing a letter.

 

[agotta]

I would have said something. Not in front of the new CM, but I would have politely reminded the trainer that we are PAYING customers.

 

[MAGICinMYHEART]

Not acceptable at all, we all know we are paying guest we pay every month.

 

[rocketriter]

Did you catch the trainer's name? I would have toasted that person's muffin on the spot for trying to teach a CM that any guest should be treated like a second-class citizen. You should report this straight to Jim Lewis, with enough details about time and place that he can track down who was responsible. The next morning, there will be a crater where that person's desk used to be.

 

[DisCom4]

... But I don't know how to do it. How do I contact this Jim Lewis, or whoever?

I don't remember the CM's name, and he wasn't being rude or ugly. In fact, that's one of the disturbing things about it. Had he been ugly, I would just chalk it up to one guy having a bad day. But he was so matter-of-fact about it, that I worry it's a more widespread attitude among CM's.

They need to know that just because we don't show up with a wad of cash in our hands at check in, that doesn't mean we're not paying a lot of money.
In fact, as has been observed on this board many times, we're committed repeat customers, who over time will hand over a great great deal of money to Mickey and his friends... and there are tens of thousands of us. We shouldn't expect special treatment, but we shouldn't get lesser treatment either!

 

[lovinthemouse]

To say that we are not paying customers is an outrage. We PAY! This is not cheap to buy into. There are a lot of Timeshares out there a lot cheaper. I would be writing a letter to anyone who would listen.

 

[littlestar]

Ugh, that kind of cools off the idea of an add-on. We're trying Marriott Vacation Club as an option to more DVC points.

 

[cobbler]

Wow, I would have asked to see the manager right then and there and reminded him how much I have paid and how I am an "owner"!

Ugh, I guess they don't want to catch me on a bad day and say that.

 

[jade1]

I'm SOOOO glad OKW is our home resort, because there IS no regular "hotel" to compare us to. We all MUST get the same treatment. I guess I would have to write a letter to the DVC customer relations person and mention the names of those involved.

What does your "Home" resort have to do with it? Any DVC member can stay at OKW if avoiding this issue is the main concern-it doesnt need to be a home resort. Likewise, any DVC member staying at VWL or any Resort that doesnt have a "Regular" Hotel to compare it to, would have to put up with this nonsense-maybe even worse if you dont even own at "that" DVC Resort. I would think support for the issue should come from all members that may one day chose to stay at one of these resorts.

Also if this happened to me, they would find out in no time that the reason they even have a job (at least some percentage of them) would be the result of DVC owners funding that expansion of WL in the first place.

 

[Maistre Gracey]

Yowza!
I have never witnessed this kind of attitude, and thankfully so. I don't think I would have been able to keep my trap shut.

I also think a letter is in order...

MG

 

[DVCSmile]

Then, the trainer says to the trainee something like "okay, now this is fine as long as there's nobody waiting in line, but if it's more crowded, we can't go through all this" (so far so good, I can't argue with that). Then he says something like, "these people staying in the villas didn't sign up for this, they have a contract and they agreed to take whatever they can get..." He then looks at me and says "sorry..." and then proceeds to tell her essentially that that we're (dvc'ers) not the same as "paying" customers.

I was mildy aghast. The idea that we don't deserve the same level of service as "cash customers" really chaps me. Any thoughts?

How incredable rude. We are indeed paying customers. We pay for the use of the property the same as any other guest in any Disney resort and we pay to maintain that property as well. I think a little re education is called for here and at the BCV as well.

 

[Johnnie Fedora]

This is the same CM attitude expressed in the ranting thread from awhile ago "Naughty DVCers" (or something like that). While I don't believe the resorts go out of their way to give members second class treatment, I do believe that they give prefered treatment to CRO cash customers, (i.e better room views, locations, etc.). I think that is the reality of resort service at WDW. Cash paying guests don't sign a contract that states all the official rules like DVC members do. It's easier for resort management just to point that out (the DVC contract) to a member while giving a cash guest a villa room they know they will be happier in.

I also believe the same applies at OKW. I bet a member will get stuck with the smoking optional/handicap room over a cash paying CRO guest. JMO.