eyebrow raiser at check in

[Sammie]

Personally I prefer the resorts such as OKW and SSR where predominatly the customer is going to be DVC. I know a certain percentage will be paying customers but it is not the same as BC, WL and BW. I especially think at WL and BC that DVC is perceived by some staff and others guests as the evil step sisters.

For one thing I think Disney did both DVC and regular resort guests a huge dis service when they added to the BC and WL and did not make a seperate check in area.

 

[mamatojon]

You guys are scaring me. We have our first ever DVC trip coming up in less than three months and we are staying at none other than VWL and BCV. I'm going to have to put this out of my mind or else I think I'll start seeing bad attitudes all over the place.

 

[jakenjess]

Christine,

We stayed at VWL in September and had no issues whatsoever. So don't worry, hopefully these unfortunate incidents are not the norm (at least I hope not, it's certainly unacceptable!!). Both VWL and BCV are beautiful resorts, and I'm sure you'll have a wonderful time!

 

[JudithM]

Carli D'Agostino is the DVC Member Satisfaction Manager. She can be reached through an email, phone call or snail mail to Member Services. Carli is the person to contact now that you are home. I suspect Jim Lewis would just pass it along to Carli.

Please keep in mind that the best time to deal with any issues is while you are staying at the resort. It does not help you situation to come home & complain/comment to us .

And to the poster who asked about front desk CMs ... yes, our maintenance fees do pay for DMs & their benefits. One of the reasons fees went up a few years ago was due to increases in health insurance for CMs.

 

[MommaluvsDis]

Just had to reply to this thread. Disney is notorious for NOT honoring requests. I realize that they have tons of people staying at their resorts but their request grants leave A LOT to be desired! Most of the time, you get what you get.

Second, 3 years ago before we bought into the DVC, we rented 2 connecting rooms at WL. We were so excited to be staying there! Oh boy, we're next in line! The CM that waited on us could not have been more snotty and obnoxious if she tried! I thought, "Well maybe she's having a bad day, we all do from time to time." So I complimented her on the beautiful resort, etc. Huh, should not have waisted the breath. It was our first time there; we had a very few questions, reservations to confirm, etc. Snotty, snotty, snotty! I just wish I had not listened to DH and had, if fact, reported her.

What wonderful treatment after paying $360 a night for 5 nights for the rooms. Wow, nice start to our vacation.

I will stay in VWL one day now that I'm a member, We loved the resort. But, the next time I get a snoot for a CM checking me in, I may go balistic!

Let me add that, for the most part, the CMs at Disney are outstanding! Smiling, helpful, you name it. But, just like in everything, there are some bad apples.

 

[DisCom4]

Hi Everyone,

It's been 24 hours or so since I was able to check in on this thread, and I feel I need to get back on and say a couple of things.

I almost feel bad for starting this now, because it's taken on a life of its own.

First, I don't think anybody should change their plans to join DVC or buy add-on points because of my experience or any others that have been discussed here. It just doesn't rise to that level of importance.

Let me make it clear, that this was never about the pool view request. We did in fact wind up getting a pool view. It was not about rude service, the CM's were both perfectly pleasant. In fact, my original post was not a "complaint" per se, but more of a concern. The "trainer's" comments to the "trainee" seemed to suggest that DVC members don't deserve the same level of service as cash customers, and that bothered me. I didn't complain to anyone at Disney, because I think the corporate structure there is set up to respond to specific complaints or problems. So, if you write a letter saying your room was dirty or that your reservation was lost... they'll respond. If you write a letter saying you don't think the CM's have enough respect for DVC customers... they don't know what to do with that.

I originally wanted to alert people on the boards that this happened so we would all be aware. If, over time, lots of people heard similar comments or had other experiences that indicated the CM's are taking DVCers for granted or worse, then maybe we all write letters to someone.

As DVC members, we have "tipped our hand"... to use a poker term. The people at Disney know we're going to be loyal and regular customers. That either allows them to take us for granted, or appreciate our loyalty. I would just rather it be the latter, and I think most DVC members would agree.

 

[mamatojon]

Christine,

We stayed at VWL in September and had no issues whatsoever. So don't worry, hopefully these unfortunate incidents are not the norm (at least I hope not, it's certainly unacceptable!!). Both VWL and BCV are beautiful resorts, and I'm sure you'll have a wonderful time!

Thanks Lori, I'm sure you are right! I think I need to filter which posts I read in that pre-trip excitement phase. Last trip to Disneyland I had been reading Miceage and Mouseplanet a lot and was getting so worked up about the "condition" of the parks that I was worried I was going to start seeing peeling paint everywhere and garbage overflowing the bathrooms. Luckily that was not the case! I'm sure my trip will be great, I'm really not one to let a few bad apples ruin the bunch anyway.

 

[jade1]

The more I read this, it sounds like the issue is when staying at "VWL', not "WL". Obviously they were not looking for rooms of "paying" guests from WL and planning to put them in a "more favorable" room at VWL over a DVC member. So adjoining hotels are irrelevant to this issue. So the issue should be "least" prevelant at the smaller DVC Resorts than the larger ones because they have more points being used each day than the others. I believe OKW has the largest number of cash paying guests than any DVC resort (even travel agents book trips to OKW for friends of mine months ahead), so when DOC didn't get even close to what he reserved at 11 Months out a while back-it may have been because of a cash paying guest.

 

[wdwstar]

As soon as i seen LIFERBABE's responce, Well said LIFERBABE all i have to add is we are paying customers too, DVC just already has our cash good until 2042 & 2051 , if my years are wrong please let me know, i am a little fluster, LOL

 

[DrTomorrow]

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? [...]

I believe that Diane's point was that OKW, and also SSR, does not have a DVC component and a "Hotel" component that are both served by the same front desk staff. This is unscientific and anecdotal, but IIRC, most of the 'DVC as second-class citizens' complaints have been about treatment by CMs at shared-use facilities like VWL, BCV and BWV.

To the tinfoil hat crowd: sorry, but I just can't buy some "vast pixie-dust conspiracy" that, as a matter of policy, puts CRO-paying guests in better villas than DVC owners get. Not that Disney wouldn't consider it; just that I don't think that the staff and system is up to such a complex juggling act. [Of course, that could be the reason for the 10-minute delay crisi so correctly pointed out ]

As I have posted many times before, I am a live and let live kind of guy. I never request a view and am always satisfied with what I get (and yes, littlestar ,I'll even be happy with a Paddocks building at SSR). Still, there's absolutely no reason for the OP's CM Trainer to make those comments to any guest; I would have taken names and acted on those comments immediately. Now, if they are smart and keep those comments to a whisper in the back room, I'll never know and still be happy .

 

[CarolMN]

You know, the more I think about this, the more I think it may be a misunderstanding. I highly doubt that any Disney Resort has a policy to treat DVCers any different than cash guests.

What could have happened? How about the front desk cast member simply meant that WL cash guests do get their view, because they paid for the view.
In other words, if a cash guest is willing to pay more money for the room, they can be assured of getting a courtyard view.
DVCers can only request, as a pool view is same amount of points as a dumpster view.

So is it wrong for a training cast member to tell the trainee that cash guests get their view, and DVCers don't?

Perhaps a little stretch, but somewhat reasonable.

MG

I agree with you - I also think the trainer CM just meant that DVC members do not pay for a certain class of view (unlike the lodge guests, who do). If a WL guest paid for a courtyard view, the CM would be obligated to find him one if at all possible. The CM is not obligated to find a VWL guest (cash or points) a pool view on an upper floor. All the "views" cost the same. The trainer may have worded it poorly, but I very much doubt he/she intended the words to be interpreted as most posters here seem to believe. If she had, she probably would have excused herself and the trainee and gone into the back room to discuss it! I sure would have, LOL.

I think we should cut the CMs some slack on this one - the OP clearly stated that they were not treated rudely. Why assume the worst?

Best wishes-

 

[pmcpmc]

I believe that Diane's point was that OKW, and also SSR, does not have a DVC component and a "Hotel" component that are both served by the same front desk staff. This is unscientific and anecdotal, but IIRC, most of the 'DVC as second-class citizens' complaints have been about treatment by CMs at shared-use facilities like VWL, BCV and BWV.

To the tinfoil hat crowd: sorry, but I just can't buy some "vast pixie-dust conspiracy" that, as a matter of policy, puts CRO-paying guests in better villas than DVC owners get. Not that Disney wouldn't consider it; just that I don't think that the staff and system is up to such a complex juggling act. [Of course, that could be the reason for the 10-minute delay crisi so correctly pointed out ]

As I have posted many times before, I am a live and let live kind of guy. I never request a view and am always satisfied with what I get (and yes, littlestar ,I'll even be happy with a Paddocks building at SSR). Still, there's absolutely no reason for the OP's CM Trainer to make those comments to any guest; I would have taken names and acted on those comments immediately. Now, if they are smart and keep those comments to a whisper in the back room, I'll never know and still be happy .

 

[Horace Horsecollar]

I agree with you - I also think the trainer CM just meant that DVC members do not pay for a certain class of view (unlike the lodge guests, who do).

Yes, that might be what the trainer CM meant. However, the trainer's choice of words, as reported by the OP, was not only poor, but wrong as well.

The trainer should have told the trainee, "At the Lodge, we have different view categories at different rates, but at the Villas, the categories are only by room size, not by view."

However, the OP reported, "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."

The distinction should be between the Lodge and the Villas -- not between DVCers and "paying' customers."

 

[wdwstar]

I also have to say that we have stayed in every wdw resort paying cash except the GF, its on our to do list and we have mostly received "dumpster views". Even when i ask for a view at check in, i get the special dumpster view and believe me we even splurge and stay conceirge at the poly and the view was of the pool , oh did i mention the big Palm tree and bush right in front of our view of the pool, LOL. But that doesnt give a cm a right to make unpleasant comments in front of guest whether you are paying cash or using points.

 

[dianeschlicht]

I believe that Diane's point was that OKW, and also SSR, does not have a DVC component and a "Hotel" component that are both served by the same front desk staff. This is unscientific and anecdotal, but IIRC, most of the 'DVC as second-class citizens' complaints have been about treatment by CMs at shared-use facilities like VWL, BCV and BWV.

To the tinfoil hat crowd: sorry, but I just can't buy some "vast pixie-dust conspiracy" that, as a matter of policy, puts CRO-paying guests in better villas than DVC owners get. Not that Disney wouldn't consider it; just that I don't think that the staff and system is up to such a complex juggling act. [Of course, that could be the reason for the 10-minute delay crisi so correctly pointed out ]

As I have posted many times before, I am a live and let live kind of guy. I never request a view and am always satisfied with what I get (and yes, littlestar ,I'll even be happy with a Paddocks building at SSR). Still, there's absolutely no reason for the OP's CM Trainer to make those comments to any guest; I would have taken names and acted on those comments immediately. Now, if they are smart and keep those comments to a whisper in the back room, I'll never know and still be happy .

Yes, Dr. T, that is exactly what I meant. Thanks for putting it into better words.

 

[Johnnie Fedora]

From an individual CM's standpoint, they know which complaining customers will be more of a problem for them. In this senario, the CMs know the DVCer has little recourse, but a cash guest, unhappy with their room, may be able to check out and go offsite. Hence, there may be a tendency to put cash guests in a room that will minimize complaints. The DVCer, on the other hand, gets-what they get-when they get it. Not a grand conspiracy, just a reality when CMs are dealing with two completely different groups of customers.

If a CM made that comment in front of me I would thank them for their honesty concerning DVCers. I doubt I'd waste to much vacation time talking to DVC or WL supervisors trying to force CMs to keep their real opinions in the back office.

 

[witandwisdom1234]

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.

Well put. I agree.

 

[Friend of Disney]

This is slightly off track, but in May 2004 we had booked at BCV at 7 months out requesting an Epcot view. Later, Disney planned the grand opening of Saratoga Springs and special member events. I was told by a desk cm that DVC with earlier contract dates get room preference over later contract dates. So, seniority is helpful with views and such. I have not been about to get an Epcot view either time we stayed at the BCV even booking 7 months out. Oh well, it is still a great resort.

Kim
OKW owner

DCL-April '05, May of 2006
BCV- May '04, April '05
Contemporary- April '02
WL- Sept. '01
CB-Oct. '95

 

[Dean]

This is slightly off track, but in May 2004 we had booked at BCV at 7 months out requesting an Epcot view. Later, Disney planned the grand opening of Saratoga Springs and special member events. I was told by a desk cm that DVC with earlier contract dates get room preference over later contract dates. So, seniority is helpful with views and such. I have not been about to get an Epcot view either time we stayed at the BCV even booking 7 months out. Oh well, it is still a great resort.

Kim
OKW owner

DCL-April '05, May of 2006
BCV- May '04, April '05
Contemporary- April '02
WL- Sept. '01
CB-Oct. '95

This is hogwash, the resorts don't know your contract date. They can't even get it together consistently to meet reasonable requests much less rank them from when they bought.