Flood at SSR - were you there?

[Judique]

Folks, you do realize that this is paid from us (our dues), not Disney. Any compensation (be it adding points back into a members account, or xfer to a Disney hotel) comes from our accounts. This is because "we" own this resort, not Disney. Disney is only administrating it on our behalf. So be careful when you develop the "disney owes me" attitude.

If a member is inconvenienced to the point where they have to leave their villa in their pajamas and move to another resort to get a room in a timely manner, then they should have the points for at least that day returned to their account. It's not a matter of 'Disney owes me' or whether it comes out of dues or who owns the resort. The OP was entitled to enjoy their villa without interruption. This situation is a little different than finding a spot on the sofa or a smudge on the woodwork.

 

[I'mNoPrince]

It's also not like that room could be rented out. They were basically removed from there room that they paid for .This included the entire day so waiting from 9:00 to 4:00 when they paid in points is unacceptable.

These rooms were taken out of the system so they turned over to DVD from my understanding for Maint.

They should be given the difference of OKW to SSR points. and our Insurance we pay should pick that up along with the cost of repairs to said room.

 

[MinnieGi]

Folks, you do realize that this is paid from us (our dues), not Disney. Any compensation (be it adding points back into a members account, or xfer to a Disney hotel) comes from our accounts. This is because "we" own this resort, not Disney. Disney is only administrating it on our behalf. So be careful when you develop the "disney owes me" attitude.

This was a very unusual situation. They were ousted from their villa b/c of a water pipe break, they were not complaining about something silly! In this case I was surprised SSR staff did not offer right away a room somewhere else on property so these people had a place to stay and shower. They were obviously not getting back into this villa. This is not a Disney owes me attitude this is plain good customer service for an unfortunate situation.

 

[spiceycat]

Folks, you do realize that this is paid from us (our dues), not Disney. Any compensation (be it adding points back into a members account, or xfer to a Disney hotel) comes from our accounts. This is because "we" own this resort, not Disney. Disney is only administrating it on our behalf. So be careful when you develop the "disney owes me" attitude.

Sorry you are wrong. the part of each resort that DVD kepts for maintence and upkept. Sounds like this should go into those points.

we don't own all of any of the resorts - DVC kepts 3 to 5% at all times.

Seawitch - email DVC - I don't remember the person who does this - but you should be entitled to all your points back. this was a horrible situation for you and your family.

I really hope this was a just one time problem and not the constant problem that BWV is.

insurance only covers when it is not due to mismanagement. for this to happen to almost new resort - sounds like a defective part - and the construction company is at fault.

I really can't believe that they expected you to wait until they had a room ready. they should have found you one immediately even if it mean an upgrade.

I would definitely be writing DVC. this type of behavior and the way you were treated is unacceptable - especially with DVC.

did you like OKW?

 

[spiceycat]

I would also be sending my guide a copy of the email (or letter) you are sending to DVC.

I am so sorry this happened to you.

 

[kaelarad]

I have had the worst experiences with DVC at Saratoga Springs. I agree with a previous poster that you should contact your member guide. Points should also be returned to you. Keep pushing the issue.

 

[fishermouse]

It has been my experience that DVC makes things right when problems happen, since this is the real world problems will happen. Most of the post seem to be assuming that DVC is not going to handle this properly. The difference in points is miniscule, if thats what the op wants I'm sure DVC will give it. If they want the whole days points I'm sure DVC will do that also.
If a situation occurs where someone needs to leave a room and there are no rooms available at that resort the first thing to do is see if they will wait for one. If notand they want to move ASAP a room should be found somewhere else, I believe this is what happened. This is an unfortunate circumstance that no one could foresee, and was handled in my opinion as well as could be expected.

 

[SeaWitch]

Sorry, I have been away and didn't have chance to check the boards until today!

Thank you all for the lively discussion.

I do not have the "Disney owes me" attitude. This was NOT a check-out day (we had been in the room 6 days and had stuff every where!) and we were inconvenienced.

Basically, I used my points to reserve a specific resort and room type and did not get what I 'paid' for, so I expect them to compensate me. To date, this has not happened.

SpiceyCat: If anyone knows who to contact at the DVC, I would appreciate a PM or post to this thread.

 

[byoung]

Hope many don't have to have problems like this.

 

[nuts]

Sorry you are wrong.

Ok, I am listening. With this strong statement you must have the facts.

the part of each resort that DVD kepts for maintence and upkept. Sounds like this should go into those points.

Oh, I guess you don't have any new facts...just your opinion. Please read the fine print of the association. Yes, Disney does retain some of the points for maintenance...and the time these rooms were removed for repair would come from those points. However, points added back into a persons account do NOT come from these points. They are charged against our maintenance.

Ok, now before you jump down my throat, I agree that this is the right thing to do. I am just pointing out how these points are paid for.

To the OP, I am sorry for your pain and you did the right thing to complain and demand to be moved. I certainly would have done it as well.

 

[dumbo71]

Oh, I guess you don't have any new facts...just your opinion. Please read the fine print of the association. Yes, Disney does retain some of the points for maintenance...and the time these rooms were removed for repair would come from those points. However, points added back into a persons account do NOT come from these points. They are charged against our maintenance.

Sorry, I'm with Spicey. I don't care who's points they are,where they come from, or who pays for them. When a guest has something like this happen they should be treated with the utmost respect and COMPENSATED immediately.

In this case if I was the manager on duty, I would have gotten them a room IMMMEDIATELY somewhere and let them know that I would be taking the steps necessary to regain ALL of the points used for there stay. I would have then treated them to dinner that night and called with a follow up once they were settled.

Customer service has really slipped with DVC and this type of attitude e've heard by Nuts might be part of the reason. What is it going to cost me? Come on!!! Pennies a year to make an OWNER happy? I'm all for it and it should have been done.

OP, I'm very sorry this happened and even more sorry that Nuts post probably rubbed salt in the wound. Better luck next time.


P.S. OP, I'd be glad to donate the cost of the lost night into your account via a transfer. Send a pm if interested. Maybe that will help Nuts feel better that his dues aren't going to go up.

 

[fishermouse]

[Sorry, I'm with Spicey. I don't care who's points they are,where they come from, or who pays for them. When a guest has something like this happen they should be treated with the utmost respect and COMPENSATED immediately.
Just how the manager is supposed to compensate the immediatly I'm not sure, Possibly he has a pocket full of points he can hand out. "Somthing like this" is called an accident they happen in the real world even at WDW. The manager was probably very busy trying to get things back in order for everyone involved as well as getting the water problem resolved.

In this case if I was the manager on duty, I would have gotten them a room IMMMEDIATELY somewhere and let them know that I would be taking the steps necessary to regain ALL of the points used for there stay. I would have then treated them to dinner that night and called with a follow up once they were settled.
From reading the OP it is clear that they were given another room at OKW matbe not as fast as everyone would like but sometimes things take a little time. I'm sure the manager is not aware of every room that is available throughout the system. As far as ALL THE POINTS op stated they were there for six days I'll assume up to this point all was well since nothing else was mentioned. POINTS for the day in question will probably be returned to their account by MS after review. As far as diner I doubt he has the authority to hand out meal tickets. If food was lost or meals made unavailable I'm sure MS will make things right after review.
Customer service has really slipped with DVC and this type of attitude e've heard by Nuts might be part of the reason. What is it going to cost me? Come on!!! Pennies a year to make an OWNER happy? I'm all for it and it should have been done.
I have not experienced any poor service to date and am pleased with MS so far. Things happen that are beyond our control and we should be patient and not expect everything to happen immediatly. No one liokes it when things go haywire on vacation but it still beats working. Step back and look at it from the CM's veiw, He/She probably just got to work and is now having a very bad day, and needs some time to sort through it all. Not sure what I would have done, probably get cleaned up as best I could ,infor CM I'm going to a park and he can put my belongings in my new room, then come back later when things have settled down. I'm usually very mellow when on vacation, we get enough stress day to day to let things like this screw up our time off.
OP, I'm very sorry this happened and even more sorry that Nuts post probably rubbed salt in the wound. Better luck next time.


P.S. OP, I'd be glad to donate the cost of the lost night into your account via a transfer. Send a pm if interested. Maybe that will help Nuts feel better that his dues aren't going to go up. :rolleyesCOLOR]
You wanted all the points returned are you willing to donate a weeks worth?
I do agree OP should be compensated, the difference is I believe DVC will take care of things. Give us an update when you hear back from MS., but be patient it may take a little time.

 

[Cruelladeville]

You should begin by calling MS, and telling them what happened, and ask them who you should contact about what had happened, because you didn't get your room back, or were put into a smaller room, or whatever. We did this when we were involved in the east coast blackout a couple of years ago, and couldn't finish our flight to Florida. I gave them a sob story, and all my points were put back into our regular account, even though we had used points in holding that were due to expire. We just spoke to a regular CM, and she made things right for us. She was wonderful! But if your CM isn't going to help, you can always ask for her manager for help with this.

I have a friend who regularly uses the"please help me" approach, and she ALWAYS finds someone who actually does help her. She has even used this approach with the airlines--I just helped her book an $800 plane ticket(for free)because they gave her a voucher for free airfare. The original problem occurred on a trip that cost her $150!!!!

 

[dumbo71]

Just how the manager is supposed to compensate the immediatly I'm not sure, Possibly he has a pocket full of points he can hand out. "Somthing like this" is called an accident they happen in the real world even at WDW. The manager was probably very busy trying to get things back in order for everyone involved as well as getting the water problem resolved.

How are they supposed to compensate immediately? Simple, find them a room somewhere on property then while looking eleswhere for a DVC room. Even if they got a room at All Stars for the day a comfortable, private place to clean up would have beedn nice.




[QOUTE] From reading the OP it is clear that they were given another room at OKW matbe not as fast as everyone would like but sometimes things take a little time. I'm sure the manager is not aware of every room that is available throughout the system. As far as ALL THE POINTS op stated they were there for six days I'll assume up to this point all was well since nothing else was mentioned. POINTS for the day in question will probably be returned to their account by MS after review. As far as diner I doubt he has the authority to hand out meal tickets. If food was lost or meals made unavailable I'm sure MS will make things right after review.




Once again I disagree. Managers have far more lattitude than you think. ANYTHING can be done. If a CRO guest at a deluxe resort was put out of a room you can bet they would find a place for them. In fact, one time we had a problem with our room at the GF. Toilet didn't work or the shower, they moved us to the presidential suite for the day. Now that is service and sorry to say service we as DVC members do not get. You see, they already have our money. Meal vouchers are easy to come by and are used frequently as compensation.

I have not experienced any poor service to date and am pleased with MS so far.

I truly hope you never do have problems. You just might be surprised at how poorly it is handled. Nothing is perfect but as a long time owner, I can tell you this, customer service at WDW and with DVC IS NOT the same.

 

[Sammie]

DVC can not move a member into a nonDVC room. If there weren't any DVC rooms empty at that particular time, then there is nothing to move them to.

You can try to say it is all Disney, but truly it's not and you might as well say they could put her up the Hilton. Ain't going to happen.

That said yes they can comp you meals, etc. for problems and they do. That is up to the descretion of the person handling the situation and is a judgement call.

I agree that the OP is entitled to be refunded the points for that particular day, but certainly not the entire stay.

As to what is acceptable to one is personal opinion. If awakened at 9am from a broken pike, I am going to assume the water in the unit was then turned off making showering prior to vacating the unit not possible. I would have gladly gone up to the Spa and showered, and went on to the parks and come back to SSR when they could put me in a room there.

The OP did not choose to do that and that is her right.

 

[lts862]

We were there and the pipe break happened in our building, on our check out day. The "flood" impacted us indirectly. Our room did not have any hot water for several hours and no water at all for about 2 hours. DVC allowed us to to check out late that day so that we could get cleaned up. We were packed and ready to go just as soon as we could shower. We heated some water to bathe the children in the tub to get out of there quickly. Lots of commotion at Congress Park on that day!!

 

[canda]

I bet that the pipe that busted was someone used the (fire) sprinkler head as a coat hanger. I see this happen all the time. A lot of water will come out. The weight of the coat will snap the melt away piece even if it is several hours later of setting the hanger on the sprinkler head.


If this is the case..... I hope this persons credit card is charged for the damages and the rooms that had to be purchased.

 

[fishermouse]

I bet that the pipe that busted was someone used the (fire) sprinkler head as a coat hanger. I see this happen all the time. A lot of water will come out. The weight of the coat will snap the melt away piece even if it is several hours later of setting the hanger on the sprinkler head.


If this is the case..... I hope this persons credit card is charged for the damages and the rooms that had to be purchased.

Sure hope your wrong, I think there are bright red tags on the sprinklers telling you not to hang anything on them. Unless that was somewhere else I saw it but I'm pretty sure it was Disney.
Makes sense though I have seen them break here at the hosp. and there is a lot of water released. Usually someone from maint.hits them with a ladder.

 

[SeaWitch]

Wow! What a hot topic.

I don't want to be the cause of any more controversy... so I will say Thank You for the suggestions made and to Dumbo71 for the kind offer.

To FisherMouse and others who suggested the showers by the spa... this was our first visit, we've never been to the spa and didn't know they existed. And since we aren't really 'pool people', we didn't realize that there are showers there either. Nor was the suggestion made by the SSR staff. We will keep that in mind for future visits.

Trust me, had we known.. my teenage niece would have wanted to do that... as I mentioned in my OP she was NOT happy with having to check-in at OKW in her PJs and no shower/no make-up!

 

[MiaSRN62]

To FisherMouse and others who suggested the showers by the spa... this was our first visit, we've never been to the spa and didn't know they existed.

Even if you had been aware, this still would not have been as convenient as having your own room. We had to use the spa/showers at the Y&B club this year on the day we checked out. We felt rushed...there was a line of people waiting to use them........our clothes got wet as there was not alot of convenience as far as places to set your clothes while you were showering......the place was soaking wet. The benches to sit on.....the sink area.....everything got wet. I was trying to dry everything off with the towels. I can think of many other reasons getting ready in your own room vs a public showering area is just much more convenient. Just not the same as being in your own room---especially one that you paid for and should have access to.