How does dvc apologize for bad service?

[drakethib]

Something stinks with this post.

Yeah, OK a free wek for "several maintenance issues.

Agree.

I am not saying it didn't happen but it must have been some bad troubles that they were fighting to get a free week.

 

[Grumpy12]

Something stinks with this post.

Yeah, OK a free wek for "several maintenance issues.

As this was my first post I find it a bit offputting to be basically called a liar. The maintenance issues included the fact that a faulty water heater meant a limited supply of hot water and a bad smell from the dishwasher. It may not have been points back from Disney but the week we later took in Boston was everything the first week was not

 

[goofy4tink]

As this was my first post I find it a bit offputting to be basically called a liar. The maintenance issues included the fact that a faulty water heater meant a limited supply of hot water and a bad smell from the dishwasher. It may not have been points back from Disney but the week we later took in Boston was everything the first week was not

Sorry you got jumped on!! Not so welcoming was it?? Anyway, I think that Chuck S was right on the money!! Anyway....Welcome to the DIS boards. Hope you try again.

 

[MickeyCrazed]

As this was my first post I find it a bit offputting to be basically called a liar. The maintenance issues included the fact that a faulty water heater meant a limited supply of hot water and a bad smell from the dishwasher. It may not have been points back from Disney but the week we later took in Boston was everything the first week was not

to the DIS.
Don't take the critism to heart. The comments made against you appear to be another poster trying to take the spotlight off themselves.
I believe you, and I am glad they compensated you for the problems you encountered.
Regardless of all the negative comments, WDW and DVC definately do try to take care of you as long as you have valid complaints.
I have a very Not-So-Magical stay, in December 2005, at the BW, and I really didn't get anything resolved until I got home. But once they did respond to my issues, I felt they were very fair.
Remember, DVC members do a lot of marketing for them by word of mouth. They want to keep us as happy as "regular" WDW guests.

 

[dumbo71]

Don't discount the free week as totally bogus. But my guess is that the free week would be the result of DVCs complaint to II, and II issued a "bonus week" to the posters account. It was not DVC refunding points, it was II responding to a complaint from a heavily desired trading entity (DVC). Remember, the poster stated it was for another II trade, not a free week at a DVC, DL or Concierge Collection resort.

AHHHHH, that is an explanantion that makes sense. II giving the week and not DVC.

Ifr the poster was legitimate I apolgize. First post and talking about getting a free week with an exchange seemed fishy.

Please continue to post, don't let my post scare you off. I'm a doubting Thomas by nature.

 

[Granny]

Edited to delete comments that don't address the OP's original question.

To the OP, I have heard of Disney doing some things for people who bring issues to their attention while still at WDW. To those who wait until they get home to complain, it's hard for Disney to address those.

We've had minor maintence issues in our stays, and always had them addressed. We haven't had anything that really affected the enjoyment of our room. If we do in the future, I hope the on-site staff will handle it in the same manner as they've handled everything else in all our trips...wonderfully!

I have never had any feeling that I was treated differently as a DVC owner than a cash paying customer. I suppose we've been fortunate in that.

 

[eliza61]

In my experiences cash guests are treated with much more respect at WDW. They are compensated for problems more frequently and simply viewed differently. DVC owners are like the ugly stepchild at WDW.

JMO, I don't think we're ugly step children at all.
Luckily, all my complaints have been minor housekeeping issues that get resolved immediately. On my last stay at VWL one of the burners on the stove did not work. I reported it, not really to complain but to make sure maintenance was aware of it and it would get fixed. If you check out the resort boards you will see just as many complaints there from cash paying folks and generally of the same nature. bad cm's, poor housekeeping, lousy views (this is a big complaint with cash paying guest).
Generally if my stay any where is bad enough that I want some type of compensation, I complain immediately. If I write DVC with a complaint I'm not looking for some thing, I want them to be aware of the problem, hopefully if the same problem gets reported often enough (like the horrible new menus going around disney restaurants) dvc will look into it.

 

[ImaDisneyFan]

Interesting topic...

Has anyone received a credit (refund) of points for an unsatisfactory night's stay? Anyone?

 

[Dean]

Don't discount the free week as totally bogus. But my guess is that the free week would be the result of DVCs complaint to II, and II issued a "bonus week" to the posters account. It was not DVC refunding points, it was II responding to a complaint from a heavily desired trading entity (DVC). Remember, the poster stated it was for another II trade, not a free week at a DVC, DL or Concierge Collection resort.

I know of several issues with exchanges where DVC and/or II gave concessions. Who actually paid for it is likely something we'll never know. In some cases it was a return of points, exchange fee and the like. In others it was another exchange within a year of the date the compensation was given.

When DVC is truly in the wrong, they are very good at making it up to you. My experience, like above, is that they frequently go above and beyond. I too have had the $100 credit and free meals on several occasions when I specifically said it wasn't necessary. I have several stories I've told in the past but I'll save those for another day.

 

[Dean]

Interesting topic...

Has anyone received a credit (refund) of points for an unsatisfactory night's stay? Anyone?

I have seen posts where points were returned. I have personally been given a free 1 BR for 2 nights. It took me almost 10 years to use the credit and I did so this past fall for a 1 BR at OKW for a Fri and Sat night.

 

[mickeywho?]

It's nice to read that the really do try to make it up to the customer when they can't "quick fix" whatever has gone wrong. I worried that as a dvc member my business would be taken for granted - it's nice to see that we're appreciated. It's nice to see some positive follow-up - I've read enough stories with complaints.

 

[JodyTG]

*****Putting on my flame suit*****

I also don't think we're treated like the "ugly step children" but instead like beloved family members. DVC is our home away from home. When I visit family members I don't complain that the sheets aren't soft enough...or that the room is too hot/cold...or that I don't have a good enough view out my window. I know that DVC is different because we actually PAID to be members, but some of the complaints people make are just miniscule.

I can honestly say that in all of my WDW trips I've never had a problem that wasn't resolved. Although, I don't go through the room with a white glove and a magnifying glass looking for problems either. I don't demand an upper floor room with a fantastic view. I understand that a request is just a request.

This is real life...there's going to be problems. Nothing is perfect. I can overlook some minor (and even major) problems if they get fixed (and they always have been). I, personally, don't want my dues going up because someone wants something comp'd for a problem (real or imagined).

 

[disneyfan2kids]

*****Putting on my flame suit*****

I also don't think we're treated like the "ugly step children" but instead like beloved family members. DVC is our home away from home. When I visit family members I don't complain that the sheets aren't soft enough...or that the room is too hot/cold...or that I don't have a good enough view out my window. I know that DVC is different because we actually PAID to be members, but some of the complaints people make are just miniscule.

I can honestly say that in all of my WDW trips I've never had a problem that wasn't resolved. Although, I don't go through the room with a white glove and a magnifying glass looking for problems either. I don't demand an upper floor room with a fantastic view. I understand that a request is just a request.

This is real life...there's going to be problems. Nothing is perfect. I can overlook some minor (and even major) problems if they get fixed (and they always have been). I, personally, don't want my dues going up because someone wants something comp'd for a problem (real or imagined).

AGREE WITH YOU 100%.

It's ironic how many people on these boards claim to dislike WDW and complain of the "cleanliness & rude CM's" and talk about selling all their points, etc...yet they're STILL on these boards.

If WDW is so horrible, then why are these people hanging out on these boards talking about how horrible it is? If it's THAT bad, then stop vacationing there and stop participating in chat boards with others that love WDW.

Doesn't make much sense to me... seems like others just like to complain.

 

[JodyTG]

... seems like others just like to complain.

I know what you mean. I have a friend that I refused to go to a restaurant with for about a year. She seemed to always find a problem. I can't count on two hands how many times she got a free meal for a problem with the food...too hot, too cold, too spicy, too bland, etc. THEN she'd complain if prices went up. HELLO!!! You're the reason! After personally giving extra (large) tips to waitstaff, I just "cut her off." It did take me an entire year to convince her to stop embarrassing herself and her dinner guests with her complaining. I told her that she's just too picky to eat out and should fix her own food at home if she wants perfection. (And don't tell her I said this, but her food's not anywhere close to perfect either.)

She's gotten a whole lot better now. Do you how in the movies Meet the Parents & Meet the Fockers the Burns say "muskrat" when one or the other is doing something wrong. Well, if she starts to make an a$$ of herself, I just interrupt her and ask the waiter/waitress what dessert they recommend. She's come a long way, but there's still room for improvement.

 

[BeccaG]

*****Putting on my flame suit*****

I also don't think we're treated like the "ugly step children" but instead like beloved family members. DVC is our home away from home. When I visit family members I don't complain that the sheets aren't soft enough...or that the room is too hot/cold...or that I don't have a good enough view out my window. I know that DVC is different because we actually PAID to be members, but some of the complaints people make are just miniscule.

I can honestly say that in all of my WDW trips I've never had a problem that wasn't resolved. Although, I don't go through the room with a white glove and a magnifying glass looking for problems either. I don't demand an upper floor room with a fantastic view. I understand that a request is just a request.

This is real life...there's going to be problems. Nothing is perfect. I can overlook some minor (and even major) problems if they get fixed (and they always have been). I, personally, don't want my dues going up because someone wants something comp'd for a problem (real or imagined).

This by no means is intended as a flame Jody, just a different opinion, so I hope you don't take it as such. While I agree with your general argument about not wanting your dues to go up to take care of comps or complaints that aren't real issues, I also appreciate good customer service. I guess I see the stories of the restitutions that have been made as that. While DVC's "home away from home" idea is a great one, in reality its not my home and, as you pointed out, I paid to be there. (Which I don't do at my grandparents so I am willing to sleep on the floor!!) So I think that from what I have read Disney has handled most situations of complaints fairly and correctly and I am glad that when DVC is in the wrong, they do what they can to make things right.

 

[LIGrumpyGirl]

I had a very big problem back in April. Without going into the long details, I was compensated by Disney AND invited to speak to some officials on my next trip. I will definitely be setting that meeting up!!!

 

[LVSWL]

We had a problem with our room at BWV right after hurricaine Jeanne. The villas were having some problems with the pipes and we didn't have hot water in the shower for about 24 hours. It took several calls to the front desk to help them understand that we would really like to have that hot shower, but then a wonderful manager realized what a fix we were in and gave us a free night back of points and paid for our meal that evening which was great. We could feel the DVC love.

 

[patsal]

Most issues are taken care of right away. The one horrid experience I had that was not was immediately followed up required me to follow up with a letter. ABout six months later I rec'd a phone call and was given a phone number to call prior to my next stay at that resort. Needless to say, that DVC resort experience was so bad that I still have yet to stay there again and I am not sure I ever will.

 

[LVSWL]

Most issues are taken care of right away. The one horrid experience I had that was not was immediately followed up required me to follow up with a letter. ABout six months later I rec'd a phone call and was given a phone number to call prior to my next stay at that resort. Needless to say, that DVC resort experience was so bad that I still have yet to stay there again and I am not sure I ever will.

I am sorry that happened to you.

 

[luvdisney2006]

I had problems the last time WDW I first stayed at Pop Century. We checke din and the beds were obviously very dirty. They sent housekeeping to clean room again

We were told they would transfer our bags to BCV. They forgot so when we got to BCV they couldn't find the bags and got them delivered aobut 3 hours later (we had been to Blizzard beach that day - so no clothes for 3 hours), the room wa snot ready at 5:00 pm and we had to wait 1 hour.

Finally got into the room and the beds were dirty and bathroom filthy.

Contacted front desk and they had someone come and reclean the room and apologized.

Then 2 days later my rental SUV was keyed in the BCV parking lot. I had ot file a report.

I then transferred to Saratoga. They forgot to transfer the bags again and forgot to refrigerate the perishables even though they were marked

We ended up getting our bags and the manager contacted us to say he was giving us money to replace the milk, cheese etc that went bad.

To our dismay once again the room was dirty at SSR and they had to come clean The head of housekeeping contacted us and gave us free lunch at Rainforest Cafe which we thought was awesome

Next I got a call from BCV manager and she gave us free park hopper passes as she felt really bad about all that happneed and especially the keyting of our rental car on BCV property

Disney was over the top in my books at trying to compensate and make things right wiht what had happened.

I thought this was great and their attentiveness to these matters really showed they cared.

Now because of this I will definately go back to SSR and BCV