How does dvc apologize for bad service?

[mickeywho?]

This may sound like a strange question - but with all the various complants I've seen about dvc stays I had to wonder if/how dvc "comps" their clients.
I know that if I have any issues with service/cleanliness/noisy room etc at other hotels where I've paid with cash - disney or otherwise - customer service managers are able to discount/refund the room charge or give a free meal etc as an apology for these issues.
How does dvc handle these things? Has anyone ever been refunded dvc points (and are you able to use them?) or given meal tokens or some other form of compensation if you have a genuine complaint?
I've never read of anyone getting more than the "sorry - we'll try to fix it" standard answer and as a paying customer I don't think that would be good enough for me if I had any of the extreme issues I sometimes read about.

 

[spiceycat]

if you complaint immediately to the manger and he/she verifies that your complaint is valid.

then sometimes you can receive meal voucher.

but if you only complain when you return - forget it - you will receive a phone call saying how sorry they were.

sometimes if you complaint to the right person at the right time - most anything can be fixed.

 

[dumbo71]

More times than not nothing is done.

As stated meal vouchers can be used but seldom are. DVC doesn't need to apologize, really. They already have your money. What are you going to do, sell? They could care less because someone is waiting in line for your points.
I recently sold a lot of points and noboby from DVC foloowed up to see why. Bad business. They were probably working on there hard sell approach for the Member cruise.

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.

 

[spiceycat]

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.

you have some horrible experience.

I generally stay at OKW - and they welcome the members. we are if anything treated better than the cash guest.

now when the problem is fixed I don't expect anything.

but when I get told that it is impossible to fix it - that is when I ask to speak to the manager. Sometimes he/she can help, sometimes they can't. if they can't you get a meal voucher. if they can you get your problem fixed - which is what you wanted right?

if you problem is fixed then you have nothing to complaint about.

 

[MdmMim]

I've always felt pampered at the BWV. When I've had a problem, it was taken care of.

I don't think cash guests are treated better than DVC members. JMHO

 

[Chuck S]

Minor (housekeeping, minor repairs) problems have always been handled in a timely manner for me at OKW. Semi major things, like when staying there when a buildnig was new, and the unit above had a bathtub drain not properly sealed so it flooded our bathroom, it was handled immediately AND we got a free meal at Olivia's.

Dumbo71, I would not expect DVC to contact anyone, no matter how many points they sold, as to why they were selling. It really isn't their business if there was a death in the family, or a family is short on cash because of a medical problem, of if their vacation habits simply changed. If YOU feel the need to inform them why you sold or are selling, then you are free to do so via snail mail, phone call, or email.

 

[keishashadow]

With the exception of our last trip to BCV, we have enjoyed and expected the welcoming and first-class service we have received as members of DVC.

We finally did get a belated apology and the assurance that the issues were brought to the Executive Offices attention and would be addressed down the chain of command.

We certainly weren't looking for any type of compensation, moreso the rectifying of the problem WHILE we were guests in an efficient and accommodating manner. Unfortunately, while that didn't happen; we did get a very nice "I'm sorry"...always better late than never IMO.

However, it is true that a cash guest can more easily be moved to altenative accommodations if the room is unsatisfactory/un-habitable. DVC will only move you to a "like" room in the same resort, if available...not likely @ the more popular times of year/resorts.

 

[rwatterson]

We have had many experiences all over Disney (WDW, & DVC WDW resorts, DVC outside WDW, DisneyLand, Cruise Line, parks etc) and any problems have been resolved some good other well not so good but over all I have never felt less then a first class customer (Now when trying to book DCL with DVC points you are treated second class) Also requests are not always taken into account at check in and that should be looked into!

When staying on points or cash we have had the same result if a problem comes up

 

[dumbo71]

Minor (housekeeping, minor repairs) problems have always been handled in a timely manner for me at OKW. Semi major things, like when staying there when a buildnig was new, and the unit above had a bathtub drain not properly sealed so it flooded our bathroom, it was handled immediately AND we got a free meal at Olivia's.

Dumbo71, I would not expect DVC to contact anyone, no matter how many points they sold, as to why they were selling. It really isn't their business if there was a death in the family, or a family is short on cash because of a medical problem, of if their vacation habits simply changed. If YOU feel the need to inform them why you sold or are selling, then you are free to do so via snail mail, phone call, or email.

Thanks Chuck, I already contacted DVC about my reasons for selling. I really feel they need an exit poll. Of course members that choose to hold their points are happy. If not they would sell.

It wouldn't be that hard to have an exit poll. They have polls and surveys for everything else. Seems like you would want to know why you are losing a customer.

 

[JimC]

Disney calls it service recovery. They look to make amends in a way that is proportional to what happened. Generally they are quite good at it.

 

[iloveokw]

Deleted Post

 

[drakethib]

More times than not nothing is done.

As stated meal vouchers can be used but seldom are. DVC doesn't need to apologize, really. They already have your money. What are you going to do, sell? They could care less because someone is waiting in line for your points.
I recently sold a lot of points and noboby from DVC foloowed up to see why. Bad business. They were probably working on there hard sell approach for the Member cruise.

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.

Why would you to expect DVC call you to see why you sold? Regardless of the points?

While I will admit things happen that shouldn't and maybe I am the only one but I have never been snubbed by a CM or anyone else because I was a DVC member.

 

[Sammie]

During every stay at Disney, we stay DVC and then deluxe resort.

We have had problems (not many) at both and were treated fairly and with great respect at both locations.

I saw no difference in the service recovery. As stated by Spiceycat you must complain then and there. You lose your validity and proof if you come home and then complain. At that point there is no service recovery, your concerns are passed on to the appropriate department to prevent a future occurance.

However one has to realize that what seems to be a huge problem to a guest might not be a huge problem to Disney. For example your reservation says check in is after 4pm yet I read about people getting upset if they are not in their room prior to 4pm.

Room requests are not legitimate complaints. Minor housekeeping issues that are dealt with do not require in my opinion anymore than being taken care of.

We have never had any major problems at DVC resorts that I felt warranted anything other than basic maintenance calls, etc. except once. And we were treated very respectfully and treated to dinner while the issue was being resolved.

 

[3DisneyKids]

I recently sold a lot of points and noboby from DVC foloowed up to see why. Bad business.

I am not intending my post to be rude, but they did not call you to ask why you sold so many points because they already know why. As you have stated on other threads, you received "the letter" that was sent to those who fit the pattern of commercial renters. They have made a decision to crack down on commercial renting. The fact that you received the letter and then your response was to sell off lots of extra points just shows them that their current plan to slow down commercial renting is working. Just my take on the situation. Again, not trying to be rude, but that is how your situation seems to me.

As others have said, I feel we are treated like royalty when staying at DVC properties. The CMs remember our names after only one introduction, remember my kids, who their favorite characters are, and so on. We have never had a complaint, so I can't speak to how they have treated me in that situation.

 

[MulanMom]

More times than not nothing is done.

As stated meal vouchers can be used but seldom are. DVC doesn't need to apologize, really. They already have your money. What are you going to do, sell? They could care less because someone is waiting in line for your points.
I recently sold a lot of points and noboby from DVC foloowed up to see why. Bad business. They were probably working on there hard sell approach for the Member cruise.

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.

We've been members since '93 and unfortunately have to agree with you. We were prepared to sell our points then DH had a medical problem diagnosed involving increasing disability. For now, it makes sense to stay on Disney property and financially, it's in our best interests to keep DVC.

 

[Grumpy12]

Several years ago we had some problems with a stay at a trade from DVC into Interval International. Although we complained at the resort during our stay about several maintenance issues a week later at checkout they had not been resolved . On returning home we contacted DVC and the following day after they had checked things out they gave us a free weeks stay at any II resort

 

[dumbo71]

Several years ago we had some problems with a stay at a trade from DVC into Interval International. Although we complained at the resort during our stay about several maintenance issues a week later at checkout they had not been resolved . On returning home we contacted DVC and the following day after they had checked things out they gave us a free weeks stay at any II resort

Something stinks with this post.

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

 

[goofy4tink]

Back in '04, we had reserved a preferred one bedroom, arriving on Thanksgiving Day. Yes, I know...what were we thinking!! Anyway, when we got to BWV, we were told our room wasn't ready yet, to call in about 3 hrs. It was about noon at this point. Off we went to MGM, returned about 3:30ish, called, got our room number. Headed off down a hugely long hallway. We opened the door, and found that you couldn't see off the balcony because there was a huge tree there!! We overlooked the canal and now bocce court. Okay, I head to the master and find that we will not be able to open the drapes at all because our window abuts the balcony just around the corner from us. We have no balcony off the master! So, can't use our master window, our living room balcony is tiny and overpowered by a huge tree that we can not see past.
So, we lug our bags back down to the front desk, explain our issues. The CM gave us another room. Okay, off we go, yet again, lugging our bags. I put the room key in the new door, and find it's still occupied...at 4:15!!! Well, I head for the nearest 'rest area' with my dd and our bags, dh heads back to the lobby. He talks to Alfredo, who for whatever reason thinks we are a few short of a dozen. He wants to see this occupied room for himself!! Yep, he found the same thing I did...toys, clothes, unmade beds, etc. Still occupado!
WE all trek back down to the lobby now...it's 4:40, we have 5:30 ADRs at Chef Mickey's for Thanksgiving dinner...I'm getting antsy.

Alfredo finds us a terrific villa, waaay down toward the canal end, overlooking the quiet pool. He tells us to freshen up, then come back down to the lobby, he will have a CM drive us to CM's for dinner! Also he told us there would be a $100 credit on our bill...I told him no, he didn't need to do that..we argued for a bit, then went to the villa.
When we returned downstairs a nice young man loaded us into a van and off we went....got to that right turn to head to MK, and headed right on past it!!! Ended up heading away from the MK, the CM was mortified that he had missed the turn, took an addtl 10 minute to get turned around. Got to CM's with about 2 minutes to spare.
That credit?? Yep, right there on our room bill at the end of our trip. It was a chaotic start, but Alfredo went out of his way to make things better. It was much appreciated.

 

[Chuck S]

Something stinks with this post.

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

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.

 

[dumbo71]

I am not intending my post to be rude, but they did not call you to ask why you sold so many points because they already know why. As you have stated on other threads, you received "the letter" that was sent to those who fit the pattern of commercial renters. They have made a decision to crack down on commercial renting. The fact that you received the letter and then your response was to sell off lots of extra points just shows them that their current plan to slow down commercial renting is working. Just my take on the situation. Again, not trying to be rude, but that is how your situation seems to me.

As others have said, I feel we are treated like royalty when staying at DVC properties. The CMs remember our names after only one introduction, remember my kids, who their favorite characters are, and so on. We have never had a complaint, so I can't speak to how they have treated me in that situation.

I didn't take your post as rude at all.

I didn't want to get into this but yes I recieved a letter from DVC about renting. This was after I spoke directly to DVC legal and was assured that nothing I was doing was wrong. That type of blatant lying is what pushed me to sell, not the letter. The letter was just fluff IMO.

I had 20 - 25 rentals over a 12 year period, hardly commercial if you ask me. Seeing the posts about 20 or more rentals in a year being a red flag is not true. Appears flags have popped up for many renters. Another issue I have is that when I purchased the points and later kept adding on I was assured I could rent the excess until a time when we could use all of them for winter stays at WDW. Not even one time have I transfered in either direction, just renting MY points that I pay dues on.

Hard to want to continue to support a company where you are lied to. Also contraray to many of the posts you'll see here, there has been a noticable decline in sevice and cleanliness at WDW and DVC. The two factors together led to my downsizing.

Now to hear about the member sales cruise and other not so magical experiences I feel I made the right decision.

I am truly glad most have had problems dealt with properly because after several lies and problems not being taken care of your attitude might change and that is not magical in the least.