Halfway through trip and SO disappointed...UPDATE: Post #60

[dianeschlicht]

Well written letter, but I wouldn't specifcally ask for points back. That makes it look like you are trying to dodge the system. I'd just send the letter minus that part about asking for points back, and then see what they offer. When you assume to ask them for something specific (like a specific number of points), you might be limiting what they might otherwise offer that might be more to your liking.

 

[Dean]

We arrived at AKV-Jambo on Easter Sunday for my parents' first visit to the resort. We had two studios booked, a standard for them and a savanna-view for us. The CM at check in told us that OURS was ready but my parents' room was not. I was surprised since this was at 9am. I sent DH up to our room with the keys while I helped my parents finish checking in. He returned about 10 minutes later with a sour look on his face. Apparently, he tried the key repeatedly...until someone ANSWERED THE DOOR! I went back to the front desk and the CM was so apologetic and embarrassed. Apparently, she'd gotten the rooms mixed up. OURS was ready, but she told us it was my parents'. OOPS! (I told her that my DH is a police officer and he is used to people being surprised to find him at their door.) It all worked out. We enjoyed our two-night stay at Jambo and we were looking forward to moving into our 2BR at Kidani.

I came over to Kidani this morning at about 9:30am to check in. It was the same CM from Jambo that checked us in on Sunday! She told me that our room was not ready and they would send us a text. We went off to Epcot for the day and had a great time! My parents returned via bus to Kidani, while DH and I took the kids on Spaceship Earth. We then drove the car back and stopped at Jambo to burn up our last CS credit at Mara. While I waited for DH, my dad called and asked me why their room had two beds in it. What!? I specifically booked a lock-off (and I was told that it was a confirmed booking category, not a request) and had my confirmation to prove it. I told them not to unpack and I would talk to the front desk. The CM was somewhat understanding but very apologetic. He admitted that the ball was dropped on their end and that I was in the right. He also went on to tell me that there were no lock-offs currently available. He offered to move us into a lock-off tomorrow. This did not sit well with me or the parents since we'd just finished packing everything up to move. We don't really want to repeat the process tomorrow AND be without a room for up to 5 hours on our non-park day. I told the CM that I would go up to the room and discuss it and he offered to call me in 30 minutes.

When I got up to the room, my disappointment worsened. We'd not only been given a dedicated 2BR, but it was also a handicap-accessible room. The bathroom in the second bedroom has a slider door that doesn't lock. Definitely not something we want with a 4 and 6 year old. DH and I were looking forward to the master bedroom (with the kids in the living room) so we could finally have our own space. My parents tend to get up earlier and wanted access to the coffee maker and fridge, which they would have had in the lock-off. My parents offered to take the second bedroom, but my dad found that there is no internet access in there. Being a computer programmer, he needs the HSIA to check in on his business. Although I REALLY do not like the HA room, I would write it off to bad luck of the draw, but since it is not the room we reserved, I am pretty upset about the whole thing.

When the CM called, he apologized again and told me that the best they could do was move us tomorrow. They would put our "new" room at the top of the list to be cleaned, and put a "rush" on it, but that could still mean that it could be 3pm before we get in. This totally messes up our plans for tomorrow. My friend and her two DD's (same ages as my DD's) are in FL and she is stopping over tomorrow for a "surprise" visit. We are planning on hanging out in the room and at the pool, since they do not have park tickets. Now, I won't be able to tell her what room to go to...heck...we might not even HAVE a room since she is planning on arriving at noon.

We were not offered anything but apologies as compensation. Well, the CM wondered if they could bring us any extra pillows but I don't really see how that remedies anything. I voiced the concern about having Bell Services come up in the morning and retrieve our luggage for storage (costing us a tip of at least $10 for our 12 bags) and then deliver them again to our new room (for another $10 tip) and the CM told me that it is ok if I don't tip them. Huh? Why should we stiff the bell staff because the room assigners screwed up? But, I also don't see why we should have to fork out additional funds either. Ugghh!! I am a little frustrated by this whole thing.

Other than this, our trip has been awesome! The weather has been terrific and the parks have been much less crowded than we anticipated.

I'm late to the party I know (wife in hospital) but I am going to take a different stance. DVC can and must have the ability to make room assignments that may vary somewhat from what is anticipated including lockoff vs dedicated and HC vs non. Even with booking categories, DVC must have the final say in unit assignments. I do understand the emotions as I would rather not go to WDW than have a smoking room (past hx) or a HC room. I also seriously doubt the explanation as to the reason for the incorrect unit assignment. I vote for the explanation given earlier, that they gave your room to someone else when they complained.

 

[kid-at-heart]

I have never been good at complaining effectively or being compensated for being inconvenienced so I am interested if other folks think you should specify wanting your points back. I think you should not be charged for the first night and in your shoes I would be concerned that if I did not request the points I would end up with a "thank you for letting us know" and nothing else. I am not sure of what the protocol would be in a case such as this.

Good luck. Please keep us posted as to the outcome.

 

[famsen]

I like the letter and I like that you are asking for a specific remedy to the situation. This will prevent a situation where you may have to write another letter asking specifically what you want. Now the ball is in their court to grant your request or explain why they won't give the points back to you.

 

[BlondeAlligator]

They already gave you a $200 credit for your inconvenience, and you even praised DVC Member Services for making it happen. I'd leave out the part asking for the points back as it just makes you seem a little greedy for even more compensation.

 

[cel_disney]

Thats a well written letter. The decision to request points back is somethign that only you can do...

If it were me, I probably wouldnt request the full amoutn of points back since you did have somewhere to sleep that night and they did give you a credit for your inconvenience. If you want to ask for points back, consider requesting half the amount rather than the full amount.

 

[vicki_c]

They already gave you a $200 credit for your inconvenience, and you even praised DVC Member Services for making it happen. I'd leave out the part asking for the points back as it just makes you seem a little greedy for even more compensation.

I agree with this, and other than that, I thought the letter was very well-written. Not psycho crazy "you ruined my vacation" but a calm recitation of the facts and what you would like in compensation. Although I wouldn't ask for the points back myself since they gave you $200.

 

[robinb]

Nice letter! Personally, I like that you asked for your points back for the first night. You should always ask for what you want in a complaint letter. It was NOT greedy even though they gave you $200. You were inconvenienced three ways: (1) you were forced to stay in a room that you did not book, (2) you had to take the 2nd bedroom and give your parents the master bedroom because of the internet issue and (3) you wasted time changing rooms.

Good luck! Keep us posted.

 

[kristenrice]

Thank you for all the comments. I was hesitant to ask for the points back, but I figured that it couldn't hurt to ask. I was not trying to demand them back, nor did I feel entitled to them, but I knew that Disney probably would not freely give them back to me. That is why I asked them to "consider" it. I was not anticipating that they would return them to me, but I thought I'd ask anyways.

I am really glad I did! Travis, from Member Satisfaction, called me yesterday. He said that he read my e-mail and noted my request to have the 46 points returned to me. He told me that after researching all that happened, they would ABSOLUTELY return the points to my account!

I was floored!! I really did not expect that at all. We only own 100 points so getting 46 of them back is a HUGE deal for us. I really was not trying to be demanding or "entitled". If they'd told me that the $200 was enough, then I would have been completely OK with it.

DVC stepped up and went above and beyond on this one and I am one satisfied customer.

 

[permavac]

...I think you should not be charged for the first night and in your shoes I would be concerned that if I did not request the points I would end up with a "thank you for letting us know" and nothing else...

I totally agree with this. OP - your letter is exactly what I would have written. As for the $200 - I only see that as helping with your inconvenience during the whole disaster. I feel you STILL are entitled to your points back for their mistake. You are obviously not trying to scam DVC - this seems to be a legitimate a gripe as they come - it would be completely different if your category had only been a "request" but it was guaranteed. Getting a satisfactory resolution for your return of points may help to keep them honest when this situation arises again and that helps everyone. Hope you get them back!

Terri

 

[vicki_c]

Great news! I'm glad they gave the points back, even though I was one who said I probably wouldn't ask for them. Good for you!

 

[permavac]

Looks like I missed your post since I was posting the same time! So glad they did the right thing!

Terri

 

[BEASLYBOO]

I'm glad they responded to your letter quickly. Personally, I wouldn't have asked for points back, the room was utilized. I would have been satisfied with the $200 but as you stated, "it never hurts to ask" and your letter was clear, concise and nicely written.

 

[robinb]

Yay! I love happy endings .

 

[bgraham34]

I am glad your got some compensation. Its good that Disney did the right thing.

 

[kid-at-heart]

Thank you for keeping us updated. I am glad it worked out in a fair way for all (DVC and your family).

 

[LIFERBABE]

Thoughts? Criticism? Am I out of line for asking for my points back since they gave me the $200 room credit? We had a great trip, but my mom kept saying "never again" would she even consider switching rooms. Although my parents were thankful that we treated them to their lodging, I could tell that they were very frustrated and upset with the extra move. They knew that we'd have to move once (thanks to the point reallocation), but twice was just too much hassle and it really put a damper on the trip.

No way, I would move more than once with my MIL Her next move would have been to the airport! Matter of fact I would not move once
I thought your letter was excellent
Losing a room you booked guaranteed should be a last resort and only with compensation and allowances. DVC has plenty of rules for us to live by and they should be accountable when there are exceptions to those rules.
I am glad they were and responded appropriately. It lets me know that the basics of my membership are still intact

 

[bobbiwoz]

I'm glad you got satisfaction!

Bobbi

 

[Dean]

I don't have any issues with the compensation given the other decisions made (allowing the room change and issues involved), however, I don't think allowing the change in the first place was the appropriate decision on the resorts part. As I noted previously, the system must have the final say on unit assignment decisions. IMO, even a booking category is not an absolute guarantee but more a tool of the system. Had they not allowed the change, return of points would have only been appropriate if the actual unit was less than the unit reserved. Case in point, fairly recently some were changed from BWV BW view to BCV due to maint issues. The costs were the same. Some were able to get compensation in terms of points but they should not have, IMO. To be clear, I don't think there is room to complain if one gets a HC unit or a reverse unit on the dedicated/lockoff front or even the opposite of Jambo/Kidani. DVC is not set up to guarantee views as a legal requirement like some systems are.

With Marriott if you are changing units, or even resorts in the same area, you can stay in one unit until the other is ready, I think DVC could and should adopt this policy. I know some will cite housekeeping issues but I don't feel this policy would affect housekeeping enough to have any overall impact on when people get in their rooms in general.

 

[toocherie]

I'm late to the party I know (wife in hospital) but I am going to take a different stance. DVC can and must have the ability to make room assignments that may vary somewhat from what is anticipated including lockoff vs dedicated and HC vs non. Even with booking categories, DVC must have the final say in unit assignments.

Dean--I know that you are much more experience and the "dean" of timeshare knowledge, but I have to disagree with part of the above statement.

Whether someone gets a HC room rather than a non-HC is luck of the draw (unless you have, in fact, booked the HC room in which case it should be agiven). You should still be getting the dedicated versus lock-off that you were guaranteed--but it might be a handicapped unit.

However, if I book a "category" room like lock-off vs. dedicated, short of disaster (fire, flood) there is no way I should not get what I booked. Certainly the resort knows how many of each they have--if someone makes the error of giving my dedicated room to someone else and leaving me with a lock-off or vice-versa that is the resort's ERROR--not a decision. And they should (and did) appropriately compensate the OP for that. (Although personally, the hassle they had to go through would actually have been worth more to me than $200 and one night's points back. Two moves. Shudder.)

If DVC wants the latitude to not "guarantee" a category then they shouldn't have set up the categories to begin with. If that's the case--what's to say that if I book a two-bedroom they couldn't stick me with a one-bedroom (or studio!) that they couldn't just say (like they did to the OP) "sorry--that's all we have available presently."

In my mind having a studio-one bedroom-two bedroom "category" is no different from the "lock-off versus dedicated" category. DVC should be able to manage each category appropriately and it is clear that that does not always happen.

Finally--I hope your wife is feeling ok!