How can I contact the big boss at DVC?

[CraftyMouse]

I am going to add my 2 cents in here at the risk of becoming the 1,000th Happy Haunt at the Mansion...

I don't agree with being treated rudely by any CM and I also don't agree with customers who treat CM's rudely with a sense of entitlement. Member or not, when you are on a stay not booked with DVC points, you are not entitled to member perks within the resort...except to use the resort amenities such as that particular resort's pool, transportation, recreation, and the laundry area. For example, I stayed at BCV on a passholder discount in August and I would not have even dreamed of receiving the internet for free as I was a cash customer for that stay. If you read the small print concerning the free internet access, it states that you have to be a DVC member on a points stay. This excludes those staying on cash and trades through II. The fact that the GM on duty gave you that perk was probably to pacify you. Wait until the flood of people approach the desk and reference this thread and demand their free internet access "just because they have their blue card with them."

Now...back to the peanut gallery to pop some popcorn and sit with JimMIA and Castleri and watch this thread unfold

These are my thoughts as well. While the rude behavior was totally unacceptable, the OP was not entitled to any of the perks that are reserved for members staying on points.

 

[MagicalPins]

Sounds like the Cast Members were following their policies. Seperate package for non point reservations at check in. The internet I believe is for members staying on points, so it sounds like they were following that policy correctly too. The post here did seem to stress a lot of "Ive been a member for X year, I deserve XXXX". I could defently see a cast member being a little ruder than normal. I probally would be. Not that it is right. If anything, it sounds like a couple rude Cast Members following policies.

The part Im can not figure out is having over 1400 points and still using other ways to get reservations.

 

[SunnieRN]

I don't feel that anyone, member or not, deserves rude service. That being said, I also feel that rules are in place for a very important reason.
I went into purchasing DVC with my eyes wide open. I know/understand the basics and some of the finer points thanks to many wonderful Dis'ers and the hours of research my daughter has put in.
There really are not a lot of perks for DVC members. Transportation, everyone gets it! A large variety of resorts/rooms to choose from, anyone has that. In fact if I travel at the same time as a non DVC member and stay on points I can't even get free dining during a DVC stay. So, the perks they do give DVC members, such as free internet or pool hopping abilities (although I will probably never do that), should be kept for members, IMHO. Perks, in my understanding (please correct me if I am wrong) are available to all dvc members at all times. When showing your membership card I am surprised that they didn't give you one. Again, please correct me if I am wrong about this!!

 

[Chuck S]

I don't feel that anyone, member or not, deserves rude service. That being said, I also feel that rules are in place for a very important reason.
I went into purchasing DVC with my eyes wide open. I know/understand the basics and some of the finer points thanks to many wonderful Dis'ers and the hours of research my daughter has put in.
There really are not a lot of perks for DVC members. Transportation, everyone gets it! A large variety of resorts/rooms to choose from, anyone has that. In fact if I travel at the same time as a non DVC member and stay on points I can't even get free dining during a DVC stay. So, the perks they do give DVC members, such as free internet or pool hopping abilities (although I will probably never do that), should be kept for members, IMHO. Perks, in my understanding (please correct me if I am wrong) are available to all dvc members at all times. When showing your membership card I am surprised that they didn't give you one. Again, please correct me if I am wrong about this!!

There are different levels of "perks." First there are the initial onsite perks received by all WDW guests, these include transportation, resort delivery, free theme park parking, onsite charging, etc.

The next level is member perks available whether you are staying onsite or offsite.

These include shopping, dining and spa discounts, tour discounts, AP discount, valet parking at the DVC resorts that offer that service.

There is the final level were the rules state you must be staying onsite at a DVC resort, on a points or cash stay booked through member services. These include the free internet and pool hopping, and perhaps use of the health clubs. For these perks, your room keys must be coded as DVC Members, II exchanges are not coded this way. Many timeshare allow day visits by their owners, and use of the facilities at anytime. DVC does not allow this. One reason for this is to prevent the possibility of local members from simply going to a DVC resort and parking to access the bus system, or filling up the pools on weekends, if they are not staying onsite.

The OP should not have been treated rudely,and should have been given a perks booklet upon request. But they do use different check-in packets for Interval trades and Disney cash customers than they do for members on points or member cash, and as I stated, the room keys do not state "DVC MEMBER."

 

[rhodymom]

It really bothers me that because you traded in you were treated as "less than"

And right, wrong or indifferent imo at 1400pts yeah you deserve free internet.

 

[CraftyMouse]

And right, wrong or indifferent imo at 1400pts yeah you deserve free internet.

Not if you aren't staying on points. Where would the cut-off be? 500 points? 1000 points? The rule is that you get free internet when you are a member staying on points. That was not the case in this situation so the OP was not eligible for free internet.

 

[goofy4tink]

There are different levels of "perks." First there are the initial onsite perks received by all WDW guests, these include transportation, resort delivery, free theme park parking, onsite charging, etc.

The next level is member perks available whether you are staying onsite or offsite.

These include shopping, dining and spa discounts, tour discounts, AP discount, valet parking at the DVC resorts that offer that service.

There is the final level were the rules state you must be staying onsite at a DVC resort, on a points or cash stay booked through member services. These include the free internet and pool hopping, and perhaps use of the health clubs. For these perks, your room keys must be coded as DVC Members, II exchanges are not coded this way. Many timeshare allow day visits by their owners, and use of the facilities at anytime. DVC does not allow this. One reason for this is to prevent the possibility of local members from simply going to a DVC resort and parking to access the bus system, or filling up the pools on weekends, if they are not staying onsite.

The OP should not have been treated rudely,and should have been given a perks booklet upon request. But they do use different check-in packets for Interval trades and Disney cash customers than they do for members on points or member cash, and as I stated, the room keys do not state "DVC MEMBER."

Not if you aren't staying on points. Where would the cut-off be? 500 points? 1000 points? The rule is that you get free internet when you are a member staying on points. That was not the case in this situation so the OP was not eligible for free internet.

You both took the words rigth out of my mouth!!
Nobody should be treated with any kind of rudeness....I don't care if you were staying on points or were trading in, or paid cash. Friendly, helpful CMs are what is to be expected. A simple explanation would have sufficed.
Certain perks are good only if staying on your points...plain and simple. I, for one, would be stunned if I were treated any differently because I owned 'only' 200 points while someone who owned over a 1000 points was treated in a better manner. That's like saying those who stay at the GF are entitled to better CM service than those staying at POP! Talk about devisive!! That's just not the Disney way.

So, I agree with the OP that they were treated somewhat shabbily. But, no one should have gotten that attitude...not the owner with 50 pts or the owner of 1400 pts!!! And as someone else has already said....rules are rules. What would the point amount be for 'better' service, or the bending of existing rules?

I realize the OP was afraid of being flamed here, and most of us disagree with some of what the OP said. Hopefully, the OP will take these comments in the manner they are intended, and not get upset.

 

[GuySmiley]

Not if you aren't staying on points. Where would the cut-off be? 500 points? 1000 points? The rule is that you get free internet when you are a member staying on points. That was not the case in this situation so the OP was not eligible for free internet.

Totally agree with this!

And . . . no disrespect to the OP . . . but, some people's opinion about what is rude treatment is different. Some people count being told 'No' as rude treatment, especially when they feel rules ought to be bent because they feel entitled. I don't know the OP personally so I can't say he is like this, but we can give him AND the CM the benefit of the doubt.

 

[DaveH]

No one should be treated rudely. The packet you were given sounds right. I would have asked for a perks packet, because most of the perks we get with our card. I wonder if the CM had had a couple of nasty folks before you also. This does not excuse being rude, but they are only human. I am also curious to hear what you find out from your letter writing.

 

[BEASLYBOO]

I beleive that your Member Card entitles you to any member perk no matter what, you pay dues to that effect. Does the internet policy actually states that you must be using your points for the stay or that you must be a DVC Member? Don't know!

There's no reason that the CM, upon seeing your member cards, shouldn't have given you a Member Package and rudeness on any account is just wrong!

 

[Brian Noble]

Marylyn, you should write your letter, but be prepared to get nowhere.

DVC considers II exchangers to be below guests of members, and equivalent to renters. This has been policy for at least the last several years. Inbound exchanges are supposed to be coded as non-member stays---you'll notice your KTTW card did not say "DVC Member".

This is despite the fact that it could be viewed as a "points stay"---points were relinquished to reserve that unit and place it into II's inventory. It's also despite the fact that if a Member did a direct exchange with a timeshare owner elsewhere, that "other owner" would be treated as the Member's guest, would not be subject to the $95 Resort Services fee, and would be granted some DVC perks, including free broadband. On the other hand, the direct exchange guest could not call Member Services directly; the Member would have to do so on the other owner's behalf.

As someone who exchanges in, I'm aware that this is the policy, and live within it. I'm also happy to say that I have never been treated with anything other than professional courtesy. Exchanging in is a more cost-effective way for me to stay at those resorts, even with the extra resort fee and paying for Internet access, and I view this simply as a bottom-line question.

 

[Doctor P]

I wasn't there so I don't know exactly what happened, but by the OP's posts about the situation, I think if I was working behind the desk I would have been pretty peeved at the OP. The impression given was that the OP was trying to play the "member card" even though they were not there as a member. Pulling the "blue card" was like people who make sure to accidentally flash their badge to get special treatment. While I agree that no one deserves to be treated rudely, it is also possible that the OP's actions were viewed to be arrogant and/or offensive under the circumstances.

 

[icydog]

Thank you all for you input, advice and suggestions. I'm going to write the letter today. The fact is, and I do believe this, that no matter how many points I own, I should be given my member perks while staying on site. It hurts nobody and it salves the spirit of a member who is exchanging in. This has not been an issue before, but with DVC depositing so many weeks into II of late, it should be addressed. My membership does not stop when I am exchanging in. It wouldn't cost DVC any more money to allow me the internet perk when I'm not staying on points. NOT one cent more. I would forgo the pool hopping and pay the necessary fees Disney charges exchangers but I think I should be given a Member Perk book and the free internet we only recently garnered from Disney.

By the way, I did not flaunt our points at the CM. I did tell her we've owned there for 16 years and in fact we opened one of the buildings. She was not only non-responsive she was downright rude. She smiled the whole time yet said rude things to us. LIKE "put your cards away, I don't need them. I got you an elevator building as you requested what else do you want me to do. I am a concierge and I only took you because I saw you were next in line. I am tired of doing this ETC.

 

[Brian Noble]

More globally, I think there are two issues here.

The first is whether or not inbound exchanges should or should not be treated as "point stays". DVC's current position is that they should not be. One can agree or disagree with that position, and have good reasons as to why. On the one hand, points were relinquished for the unit involved. On the other, there is an additional cost to Members in treating it as a "points stay", and the Members may prefer not to bear such additional costs, instead lowering the value of DVC as an exchange. As DVC is already a sought-after exchange, this lowered value may well not be material. I do know a few people who won't exchange into DVC on principle due to the Resort Services fee, but most are willing to pay it as part of the cost of doing business.

The second is whether or not exchangers are made to feel like they "don't belong." I think this is what Marylyn is most concerned about---her experience is that inbounds are treated as second class citizens, not as welcome guests. This is not without cause: there are some resort systems out there that do make the distinction between "owner" and "mere exchanger" clear to the exchangers---usually, that is part of their sales approach. "Sure, you can stay here, but you can't really belong until you buy in!"

However, my experience has been anything but. Unless I knew about the Portable Perks booklet in advance, I would have no idea that my check-in materials weren't the same as those checking in on a straight points stay---the front desk is usually very discrete about this. Likewise, unless I read boards obsessively (as I do) I would have no idea that some people got free broadband, but I did not. In terms of CM interaction, I'm not made to feel that I am merely some interloper. About the only time Membership status is even brought up is in, say, Olivia's when I'm asked if I'm a Member, for the dining discount.

 

[bwvBound]

icydog,

I understand -- and wish DVC took a different perspective on inbound exchange guests. An inbound guest is staying on points -- if not their own, the points of the DVC member who traded out through II for a different destination. Certain "member" perks should transfer with the use of those points - especially after the inbound guest has paid the $95 fee to DVC for their use.

My Grand Pacific Palisades welcomes me with "owner" status every time I check in -- regardless of how I booked the reservation. That I'm an owner at the resort defeats their "1-in-4" exchange restriction through RCI, waives the daily "resort fee," grants me free internet, etc.

Thanks for posting the outcome -- I'd long been wondering if DVC would give free internet to inbound exchange owners. I'm saddened by the answer but not completely surprised by it. This is an area DVC could certainly review for improvement!

 

[DaveH]

Thank you all for you input, advice and suggestions. I'm going to write the letter today. The fact is, and I do believe this, that no matter how many points I own, I should be given my member perks while staying on site. It hurts nobody and it salves the spirit of a member who is exchanging in. This has not been an issue before, but with DVC depositing so many weeks into II of late, it should be addressed. My membership does not stop when I am exchanging in. It wouldn't cost DVC any more money to allow me the internet perk when I'm not staying on points. NOT one cent more. I would forgo the pool hopping and pay the necessary fees Disney charges exchangers but I think I should be given a Member Perk book and the free internet we only recently garnered from Disney.

By the way, I did not flaunt our points at the CM. I did tell her we've owned there for 16 years and in fact we opened one of the buildings. She was not only non-responsive she was downright rude. She smiled the whole time yet said rude things to us. LIKE "put your cards away, I don't need them. I got you an elevator building as you requested what else do you want me to do. I am a concierge and I only took you because I saw you were next in line. I am tired of doing this ETC.

This sounds like you got someone who is not a normal check in CM. They resented doing it and should be sent somewhere else. I get the impression in general from my own check ins and watching others, DVC is trying to keep our dues down and trying to find the right amount of CM's on duty. I know there are times when they could use 40 CM's and a couple of hours later need only 2. This is like mousekeeping, trying to find the best amount for service and costs. Please write your letter. The more feed back we give the better the system can be,

 

[disneynutz]

I think the issue here is expectations. Marylyn expected to be treated as if she was a member staying on points and she expected the Cast Member to be nicer. These are two separate issues.

Because the reservation was an exchange, she would be entitled to the same perks as any exchanger. The fact that she is a DVC Member doesn't change the fact that she booked through an exchange.

The Cast Member attitude is a whole other matter. I would address an email to: dvcmembersatisfactionteam@disneyvacationclub.com
Include your name, member number, a phone number where you can be contacted and a brief overview of the issue. If you are not satisfied with your contact with Member Satisfaction, then I would contact Jim Lewis.

Life is to short. Don't let this bad experience change your life.

 

[bwvBound]

This is an area DVC could certainly review for improvement!

Previously requested "areas of improvement" ... just in case DVC suits are reading this ...

• The official low cost, high satisfaction, DVC perk idea thread, from May 2008
• IF the Big Cheese is reading, how would you improve DVC?, from March 2007
• New DVC Perks ... Your Opinions, from Feb 2007

 

[Doctor P]

More globally, I think there are two issues here.

The first is whether or not inbound exchanges should or should not be treated as "point stays". DVC's current position is that they should not be. One can agree or disagree with that position, and have good reasons as to why. On the one hand, points were relinquished for the unit involved. On the other, there is an additional cost to Members in treating it as a "points stay", and the Members may prefer not to bear such additional costs, instead lowering the value of DVC as an exchange. As DVC is already a sought-after exchange, this lowered value may well not be material. I do know a few people who won't exchange into DVC on principle due to the Resort Services fee, but most are willing to pay it as part of the cost of doing business.

The second is whether or not exchangers are made to feel like they "don't belong." I think this is what Marylyn is most concerned about---her experience is that inbounds are treated as second class citizens, not as welcome guests. This is not without cause: there are some resort systems out there that do make the distinction between "owner" and "mere exchanger" clear to the exchangers---usually, that is part of their sales approach. "Sure, you can stay here, but you can't really belong until you buy in!"

However, my experience has been anything but. Unless I knew about the Portable Perks booklet in advance, I would have no idea that my check-in materials weren't the same as those checking in on a straight points stay---the front desk is usually very discrete about this. Likewise, unless I read boards obsessively (as I do) I would have no idea that some people got free broadband, but I did not. In terms of CM interaction, I'm not made to feel that I am merely some interloper. About the only time Membership status is even brought up is in, say, Olivia's when I'm asked if I'm a Member, for the dining discount.

Alas, DVC exchangers get treated different than owners at many of the resorts into which we trade. Why should this be a one way "play nice" approach? DVC does not seem to allocate the "bad villas" to exchangers and save the "good villas" for owners. This IS done at many other timeshare resorts. We have to play by "their" rules--let them play by ours. Exchangers still come out way ahead even with these "rules"/fees.

 

[Brian Noble]

Why should this be a one way "play nice" approach?

Because doing so increases Member trade power.

For example, it is well known that Westgate treats exchangers poorly. Thus, even though their units and resorts are often quite nice, they tend to be the exchange option of last resort for many. Because this lowers demand for Westgate units, this in turn lowers the trade power available to Westgate owners who wish to exchange out.

So, if it doesn't cost anything to "be nice", it's worth doing. A CM at check in warmly welcoming an inbound exchanger costs nothing, and only helps the Members who wish to exchange out. Naturally, it also helps Disney's image, as inbounds may someday rent rooms conventionally, or even buy DVC.

If it does cost something to "be nice", then the management company and owners have to decide if the benefits are worth the costs. Increasingly, owners and their management companies are deciding that this is not so. However, this is a relatively recent phenomenon and DVC was among the first to go this route.

DVC does not seem to allocate the "bad villas" to exchangers and save the "good villas" for owners.

To some extent, this is not true. DVC chooses season, resort, and booking category, and tries to deposit the least-demanded inventory possible to satisfy a Member's exchange request. For example, it would be rare to see a Hospitality House unit at OKW available through II, because those are more in-demand by Members than the general resort. This is as it should be---there is no reason to deposit "more" than you need to to satisfy a Member request.

Exchangers still come out way ahead even with these "rules"/fees

Not necessarily---it depends on what is deposited. For example, a Platinum season Marriott unit at many of their resorts costs roughly the same in terms of purchase price and annual fees as an equivalent DVC Membership.