eyebrow raiser at check in

[reesecup]

You must really be a whole lot nicer than me because I would have had a fit over that statement no matter if he was not being rude acting about it. If anything, something should have been said, an apology should have been given and you guys should have had some other treat. We as DVC owners have paid lots of money to have a piece of the happiness. I'm not saying we are any better than other paying visitors, but we've shown our support and love for Disney. We could have easily put our money in some other real estate or timeshare. We deserve to get to be treated special. And that guy was wrong.wrong. WRONG. We pay upfront and maintenance fees every single year!

Thought about an add on sometime soon...now I'm not so sure. I would hate to pay lots of money for nothing in return.

OK.OK.. this was just one incident. Let's just hope it doesn't become a regular practice. Please tell someone about this.

 

[mark&sue]

How do we know that most of the new CMs might be trained this way. Once one person shows someone how to do something it just gets passed on!



Susan

 

[spiceycat]

please, please complaint to DVC.

VWL does not treat DVC members as well as WL guests.

I have complainted before but could offer no prove.

You know have it.

Complaint to both Jim and DVC!!!

 

[dtndfamily]

I haven't experienced a Disney trip as a DVC member yet, but I hope I never have to experience a CM like that.

 

[scootert]

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.

I'm with you... although I suspect the OP might have been so amazed that the trainer would actually make the remark. But, I'm a firm believer in dealing with these things at the moment. First explain to the trainer how he/she is in error; then ask for the manager on duty, and finally once home, write to DVC - I'd go to Jim Lewis on this one.

I don't expect preferential treatment -- I also don't expect to be treated poorly.

 

[Maistre Gracey]

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

 

[NMW]

That is just so sad to hear.

 

[Blue&Gold]

Issues like this can only be addressed by contacting Member Services or the management at the actual resort. Best to both, actually. The only position that can be tenable is to say that you expect the same treatment as other guests. Be sure to stress how you didn't feel all that "magical" after being told by a "cast member" that you weren't as important as another customer. Cutesy buzz words don't carry much value if you feel insulted.

 

[nezy]

I would love to hear from some CM's who could either confirm or deny this subtle or not so subtle in this case, distintinction between the DVC'ers and non-DVCers.
My concern is that the "trainer" did not see anything wrong w/ his statement, if it was meant as we all are taking it to mean.
It may be as Mastre Gracey suggested the difference btween paying cash and requesting a specific location and using points for rooms that we may or may not get exactly what we requested. However, asking for something close to the pool as OP mentioned is not a major request that could not be accomadated.
What exactly is the request policy? If a DVCer makes a request does that mean that they get what is available at check-in AFTER cash paying guests requests are filled? I don't know, but would like to know the policy, if there is one.
I'm babbling!!! Sorry about that.

 

[gracelrm]

Seems to me like part of our maintenance fees probably pays some of their salary. Correct me if I'm wrong, but I thought some of our fees went to pay the staff. If this is the case, then they should treat us just as well as the "paying" customer!

 

[Simba's Mom]

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?

Unfortunately, this is the same "been there, done that" that we got 3 1/2 years ago. And we made all the appropriate letters of complaint, both to DVC and also to WL management. DVC's person was very nice and appologetic, but unfortunately they only have so much control over WL's attitudes. And WL-they only contacted me after DVC called them-it was pretty apparent to me when they did call from WL that they were only calling because they "had" to. Sorry, but I didn't get a very good feeling that things would change. And it doesn't sound like they have. And yet, it's such a beautiful resort!

 

[Sammie]

I really do not understand why anyone comes to these forums and complains when you truly have not taken the right approach to deal with the problem.

If you have a complaint and if what happened is accurate, not saying it's not, but then I was not there, and you truly feel it was wrong, why did you not get the name of the offender and deal with it while you are there.

Once you leave, and you don't know the CM's name, you are not going to present a very reliable case. Which is the reason things don't change.

I would have stopped the process, asked for a clarification of what was said, to make sure I understood and immediately call for this person's supervisor.

 

[Dean]

It is sad but it's the say things are with timeshares. The time to report it would have been right on the spot, it will have little effect at present though still better to do so than not at all. And it is likely to get worse over the years. And heck, even many or your families and friends feel the same way. Things like "it doesn't cost you anything" or "it's already paid for" and other similar sayings. Or even worse free loaders for your trip who even sometimes thing you should pay their tickets, etc as well.

 

[crisi]

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.

We aren't the same as CRO guests. They can walk out and take their business elsewhere. I suppose we could walk, but good luck getting points back.

We do have a contract that says we "take what we get" i.e. if I have a 1 bedroom reserved at VWL the only thing DVC is obligated to provide me is a 1 bedroom. Not a non-smoking, non-handicapped one bedroom on a high floor with a view of the lake. Now, if that's what is requested, and if that room happens to be available, its nice if I get it. But it doesn't seem to me that the room system they are working from now is really well suited to doing this quickly. (Why DOES it take ten minutes and what seems like 9 zillion key strokes for them to give me a room - they have all my info - it should be type in my name, swipe my card, click on a room number from a list of rooms checked in as available and clean to assign me to the room! Then print room keys based on the info they already have!)

While we should feel like we are getting the same "considerate customer service" from CMs - and it sounds like that is what the OP got in terms of the CM taking the time since they had it, we are, in fact, different than their cash paying customers and their obligations to us are, indeed, different.

 

[Tinkerme1]

I had a very similar situation occur when we checked into the WL after our Disney cruise four or five years ago. I was livid! I booked my stay over six months in advance, it was my HOME DVC, and when I began checking in, the CM at the front desk told me that all of the view villas were gone, and that left me with a villa on the front sidewalk entrance. It was my FIRST time using DVC points and it left a very sour taste in my mouth. I called the DVC office, spoke to several people there, and they explained it something like this:

Mrs. (), we are sorry that you are not very happy with your accommodations, however, when we are able to sell the rooms at the DVC Villas, since the "HOTEL is FULL", we do so. That is part of our agreement with the WL.

I was still very angry, and wrote letters; I had names. NOTHING CHANGED!!! No letter back. I was a cast member at the time, so it was even more disconserting to me that they were treating me very poorly. I was told that my ownership gave me no clout over the paying customers.

If this were disclosed to me, prior to buying into DVC, I would have chosen another property!

 

[MrsNick]

Yikes. I think I will try to stay at DVC where this doesn't seem to occur as much. It sounds like this is a repeat problem at the VWL (no flames please, I don't mean that the VWL is in any way inferior - I have always heard how beautiful it is, and would like to try it out one day), but if I am staying on points, I think I will try the other DVC properties, and maybe try VWL on cash instead.

It's really awful that this happened. DVC members should not be treated like freeloaders who should just be happy to get what they get, while other guests are not treated this way.

 

[littlestar]

I look for there to be complaints about views when SSR sells out. There will probably be a lot of people that won't want to be in the back of the resort away from everything.

At least with BWV with the guaranteed Boardwalk view you know if you get it or not. And with standard view you know pretty much what you'll get.

We've never gotten close to the hospitality house at OKW. We've always requested it, but it's never happened. And we check in early.

The more I have thought about this, I do think the CM might have meant that when you book cash at WL the view is pretty much spelled out: Standard which probably means parking lot or service area; Woods - which means woods; or Courtyard which means looking at the VWL pool or the main pool courtyard. Really, other than the BWV resort, DVC members are guaranteed nothing on a view - just a studio, 1 bedroom, 2 bedroom, or grand villa.

The paying cash customer does have an advantage over DVC membership when it comes to views. That's probably what the CM meant. Because, really, it's a fact. Let's face it. Unless you are staying at BWV, you don't know what you'll get. It's a roll of the dice.

 

[Maistre Gracey]

In my opinion, it's silly to get all wrapped around the flagpole about a few isolated events.
I have read similar situations on these boards about every single DVC Resort. To start cancelling VWL resiies would be an over reaction, in my opinion.

I have stayed at VWL many times, and have received nothing short of outstanding Disney service everytime.
No, I don't always get all my requests, but that's completely understandable.

I'm truly sorry you had this happen to you, but I really hope others don't start cancelling their plans over it.

Have fun!

MG

 

[gracelrm]

. (Why DOES it take ten minutes and what seems like 9 zillion key strokes for them to give me a room - they have all my info - it should be type in my name, swipe my card, click on a room number from a list of rooms checked in as available and clean to assign me to the room! Then print room keys based on the info they already have!)

I've always wondered this myself. When we call and make reservation, they ask every possible question, then when you check in - it takes forever! I've noticed that both staying on points at DVC and staying on cash at other resorts. It seems as though they could just verify that the information they have on the screen is current. Maybe someday a CM can post what takes so long! I'm all for double checking to make sure you're not sending someone to an occupied room and having the right information, but it sure seems to take a long time!

 

[Dean]

In my opinion, it's silly to get all wrapped around the flagpole about a few isolated events.
I have read similar situations on these boards about every single DVC Resort. To start cancelling VWL resiies would be an over reaction, in my opinion.

I have stayed at VWL many times, and have received nothing short of outstanding Disney service everytime.
No, I don't always get all my requests, but that's completely understandable.

I'm truly sorry you had this happen to you, but I really hope others don't start cancelling their plans over it.

Have fun!

MG

The issues have been publicized on these boards mostly about BCV and VWL and that makes sense. Both are larger hotels with a smaller DVC which are Johnny come lately. I'm sure many remember the thread started by a reported CM who said that most of the CM saw DVC members as spoiled brats and second class citizens. For every incident that is reported on this board, there are likely hundreds that aren't known here. And for everyone that is known by the member, there are likely hundreds of snide behind the scene remarks by CM. To kids ourselves and say these are simply one of a kind incidents is being less than honest. But it's not a reflection on a specific DVC resort necessarily, just the attitude of a contingent of CM and unfortunately, IMO, of the management therein.