FYI- MS response to DVC/Dining plans and online reservation system upgrade questions

[RobDoc]

Thank you for contacting Member Services.

You are right, we are sure that there is opportunity out there for Disney Vacation Club Members with respect to the dining plan.

Let me give you some information as to how Disney Vacation Club has regarded similar plans in the past. When the Disney Vacation Club was initially created, little thought was given to how it would impact Guest stays, guest habits, and there was a great deal of uncertainty on how Disney Vacation Club would be received. Initial plans did not actually call for any other resorts other than Disney's Old Key West Resort, which this was referred to as Disney Vacation Club. Initially, we anticipated that Members, having their own kitchen areas would rather make the majority of their own meals at their Home away from Home.

The members early on began to ask for some sort of dining plan, and for a time, we did offer one, although it was not very well received. As the membership has grown, more members are asking for the same type of dining plan that you can add on to cash reservations. We are looking into that possibility in the long term, however we face barriers in the short term with conflicting reservation systems between Disney Vacation Club and Disney Reservation Center.

We are currently in the process of replacing and upgrading all reservation systems at Walt Disney World, which will include the cash reservation systems, point reservation systems, packages, airfare, front desk and dining systems. Some changes are already in place, others have just been implemented, some have yet to come. By the end of all the changes, we are looking in to have the same abilities at the Disney Reservation Center to add tickets and packages to a reservation in advance. We do listen to every member comment that we receive, and we do want to make sure that members have the same opportunities as any Guest. This process has been in the works for the last 5 years to implement these system changes, so it represents a large commitment by the company to make sure all areas are operating on the same level.

We appreciate your interest and hope to see you soon!

Best Wishes,

 

[CarolMN]

Thanks for asking the question and for sharing the MS response - interesting response. Not sure if we personally would use any of the dining or ticket add ons, but it's always nice to have the option.

Sure hope it doesn't take 5 more years before the options become available to us, though, LOL!

Best wishes -

 

[LisaR]

When the Disney Vacation Club was initially created, little thought was given to how it would impact Guest stays, guest habits, and there was a great deal of uncertainty on how Disney Vacation Club would be received.

Really?? WOW! So they started DVC and didn't give any thought to how it would impact business at Disney? Isn't that Marketing 101? If I was a major corporation, I would be embarassed to admit that.

Lisa

 

[dianeschlicht]

Really?? WOW! So they started DVC and didn't give any thought to how it would impact business at Disney? Isn't that Marketing 101? If I was a major corporation, I would be embarassed to admit that.

Lisa

That's not what it said. It said "how it would impact guest's stays". I think they assumed folks would treat a WDW timeshare just as they did a conventional timeshare and would be cooking in the units.

 

[LisaR]

That's not what it said. It said "how it would impact guest's stays". I think they assumed folks would treat a WDW timeshare just as they did a conventional timeshare and would be cooking in the units.

It says:

When the Disney Vacation Club was initially created, little thought was given to how it would impact Guest stays, guest habits, and there was a great deal of uncertainty on how Disney Vacation Club would be received.

I read that as they didn't give a whole lot of thought as to what the DVC guest would do. They didn't consider if the guest would be more inclined to get an AP. They didn't consider if the guest would make more trips then they did before they owned. They didn't consider if it would impact other Disney Resorts. That is what that wording means to me. Now, I don't actually believe it. I can't imagine they slapped up OKW and put little thought into what the future might hold for the DVC guest. But, that is the way it sounds to me. We all write things that don't sound exactly right at times.

Lisa

 

[Doug7856]

Doc, thanks for posting the MS reply. A little history and hope for a future meal plan!

 

[LIFERBABE]

Thanks Doc!

Not sure we would use it either as we rarely spend that much money per day on food now, but maybe on a splurge trip or shorter stay.

 

[Tagrel]

That's not what it said. It said "how it would impact guest's stays". I think they assumed folks would treat a WDW timeshare just as they did a conventional timeshare and would be cooking in the units.

Huh - I think that is exactly what it said. That Disney did not research how Guests Stays would be affected by DVC. They assumed that guests would cook in their rooms, but did they study it? Just common sense (OK - and my DW!) tells me that the majority of people don't want to cook and clean on vacation. Given the EXTENSIVE dining options at WDW, it seems even less likely. Will there be exceptions? Of course!

I would be happy with DVC members being able to purchase the DDE card. Actually, since I have an AP, thats not even an issue for me, but still - it would be nice if they gave DVC members that option directly. That would most likely fit your standard DVCer who might not need a full blown dining package.

One other thing that becomes clear from this response, is WHY its taking so long for DVC online member services to be expanded. If the core Disney systems have to be converted first, then they don't want to pay to create the online systems TWICE. I just hope that online access for DVC members has been taken into account during the design of this new system.

Thanks for sharing the response Doc!

 

[tjkraz]

I read that as they didn't give a whole lot of thought as to what the DVC guest would do. They didn't consider if the guest would be more inclined to get an AP. They didn't consider if the guest would make more trips then they did before they owned.

What basis would they have had for making these determinations? Back when points were selling for >$50 each, and they had to throw in free admission for 8 years as an incentive, there were a lot of question marks surrounding DVC.

You could certainly argue that they've been slow to respond to members--it shouldn't take 12 years of data-gathering to be able to draw conclusions about members' vacation habits. But I think it's refreshingly honest for them to basically say "in 1991 we had absolutely no idea what the vacation habits of a 'typical' DVCer might be."

The alternative would have been to enter the marketplace with a pre-conceived idea of what the market was for DVC. They knew that their target market was people who like to vacation at WDW, and that's enough to get folks in the door. The touring, dining and recreation habits of those customers can't be determined by looking in a crystal ball.

 

[tjkraz]

They assumed that guests would cook in their rooms, but did they study it? Just common sense (OK - and my DW!) tells me that the majority of people don't want to cook and clean on vacation. Given the EXTENSIVE dining options at WDW, it seems even less likely.

I sense a poll in our future...

 

[DrTomorrow]

They assumed that guests would cook in their rooms, but did they study it? Just common sense (OK - and my DW!) tells me that the majority of people don't want to cook and clean on vacation. Given the EXTENSIVE dining options at WDW, it seems even less likely.

But what about the majority of people who are owners of time shares? Do they cook "at home" more than other vacationers? Dean - got $.02 on this?
IMHO (now where did I put that dusty old MBA ::hee: it would have taken an oracle of Delphic abilities to accurately predict how owners in the original DVC would behave. Since it was the first on-site Disney timeshare, there was no existing data to review, so who knew if DVC owners would behave like typical timeshare owners, guests at other Disney on-site resorts, or something else.
That said, I don't believe that they spent the time, money and effort to build the DVC without at least one person saying "Hmmm. I wonder what they'll do?" I do believe that they just didn't know; "let's wait and see" is sometimes the best approach to the unknown....

IMHO - YMMV

 

[DebbieB]

I think it's doubletalk. They were able to do the food & fun card before? Wasn't that connected to your reservation?

 

[Happy Birthday Cat]

We do listen to every member comment that we receive, and we do want to make sure that members have the same opportunities as any Guest.

That alone is great to hear. Thanks for the info Doc.

HBC

 

[Tagrel]

I sense a poll in our future...

That's a great idea! I think you should post one and let us know!

 

[tjkraz]

That's a great idea! I think you should post one and let us know!

Already did about 2 hrs ago. It's on the DVC Community Board.

 

[Pumbaa_]

Thanks Doc, glad to know that DVC is aware of the high interest level in the new dining plan. Maybe someday we can have it too

 

[RobDoc]

My personal take on the comments is that DVC used a traditional timeshare model when OKW was constructed and tried to improve on that plan. The villa sizes, amenities and point system were all part of that consideration.

Once they had an opportunity to see, first hand, how DVC members were using the resort and asked for suggestions from those early members, they took that opportunity to change the future resorts. VB and HH, the next to open, are both closer to OKW-type amenities than subsequent resorts.

BWV became the "model" for all future resorts in terms of villa size (and all, exceept for SSR have interior hallways to "justify" the smaller villa size) and amenities (laundry room, smaller appliances in the kitchen, smaller living room space, etc). DVC found the "habits" of DVC'ers regarding utilization of the kitchen and villa in general. They also found the popularity of studio accommodations (unlike most other timeshares) for those at WDW. Many member surveys were done in those early years, as well as statistical observations about utilization of programs offered (Food/Fun, golf, etc)

The result is that it's unlikely that there will ever be another DVC resort with villas like OKW (in terms of size and amenities), but location and hotel-type atmosphere are desirable traits to duplicate whenever possible.

As for not researching these issues, I'm not sure there was any way to do that prior to 1991- they simply used the example for timeshares at that time. OKW was uncharted water for the most part. DVC tried to duplicate the best features of a typical 1990 timeshare resort and add it's own nuances and touches. From that experience, DVC has evolved into what has become the apparent standard for current DVC resorts based on research from it's own membership.

We just arrived at OKW, resort is near 100% occupancy, pool construction barricade is down and the pool/slide should open tomorrow. Pictures to follow!

Stay tuned!

 

[pplasky]

e!

I would be happy with DVC members being able to purchase the DDE card. Actually, since I have an AP, thats not even an issue for me, but still - it would be nice if they gave DVC members that option directly. That would most likely fit your standard DVCer who might not need a full blown dining package.



Thanks for sharing the response Doc!

I would be happy with purchasing the DDE card as well. This option would probably also appeal to those people who do not want a full blown dining plan linked to their reservation. We usually only do AP's once every three years, and this isn't one of them, so we can't use that for the DDE, but if they let AP holders purchase the card at a discount, I can't see why it isn't feasible to let DVC members do the same.

 

[skelooch]

Disney didn't invent timeshares, I'm sure they knew exactly what the vacation habits of people who owned Timeshares were before they ever stuck a shovel in the ground at OKW.
Do you really believe that the DVC has been just dumb luck on the part of Disney. HARDLY
Do you really think, they don't think the DDE card would be very popular with DVC members, even at the Florida resident price of $75 it's a bargin. (20% off breakfast, lunch and dinner how can you beat that.
I'd be curious to know if there are more AP holders or DVC members, they found it in themselves to give AP holders a discount on the DDE.

 

[tjkraz]

Disney didn't invent timeshares, I'm sure they knew exactly what the vacation habits of people who owned Timeshares were before they ever stuck a shovel in the ground at OKW.
Do you really believe that the DVC has been just dumb luck on the part of Disney. HARDLY

Then how do you explain the fact that Old Key West is so radically different than every resort that followed?

Why are the rooms at OKW 20% bigger than every subsequent resort?

Why are the point charts at OKW 20% less than every subsequent resort?

Why did Disney give away hundreds of thousands of dollars of free park passes over nearly a decade as an incentive to buy into DVC?

Why did Disney originally name OKW "Disney's Vacation Club Resort"?

Why was OKW originally constructed with only a couple hundred rooms instead of the sprawling 500+ room complex it is today?