Hurricane Frances-Member Services

[PBB]

Hi,

My family and I were going to spend the weekend at HH this coming weekend. I have a cash reservation on Saturday and points on Sunday. The cash reservation has to be cancelled 5 days in advance or I lose $ 245.00 or 1 night penalty for cancellation within 5 days. The points can be put in a holding account so that is not a problem.

I have called Member Services twice about this matter. This morning they told me that all cancellation policies remained in place. I asked to speak to a supervisor and I was told that all the supervisors were in meetings and to call in the afternoon. Funny, the afternoon call was exactly the same. No managers were available unitil I was upset. A manager (Jim) got on the line and no he was not in such a meeting. He stated he would check into it and would have to call me back.

I don't think I am being unreasonable to ask them to relax the cancellation policy on this matter. If it there is a hurricane, I do not want to go to their resort nor do I want to pay them $ 245. for not showing.

I think it is a shame that the reservation managers dont take this into account and be considerate of the customers. Also, I did not like being lied to when I asked for a manager.........Very unprofessional and rude.



I will let you know if Jim calls back........

Pat

 

[OneMoreTry]

I would think they would refund points and money. I've seen posts to that effect in the past.

It sounds like there is no official policy, which would make the front line employees very nervous about and reluctant to give you an answer. It's no surprise that type of decision has to come from upper level management.

But I think they should have their ducks in a row long with answers BEFORE we call. It's not a secret that Frances is heading that way. On the other hand, it may not hit SC at all.

 

[FutureWasYesterday]

This brings up an interesting question - who should bear the cost of a possible unavoidable event from mother nature?

It doesnt seem fair to Disney that they should bear these costs because where do they draw the line? Now whenever there is a possible major storm 4 days out do they start refunding money? After all, the Southeast coast is a known risk area for these types of events, this isnt news. This just doesnt seem fair to the business owner.

On the other hand, public relations could take a hit if they dont. And of course people are out their hard earned vacation time and money for something neither side can prevent.

I tend to side with the business owner on this one (here come the flames)

 

[kweaver]

I'm surprised Disney doesn't have a policy for issues like this...especially since they have dealt with it so recently with Charley.

Unfortunately, it's hard to know if the hurricane will come near HH until much closer to the weekend. Even if it come ashore in central Florida, chances are it will turn north and will ultimately affect the HH area that week anyway. To what extreme is anyone's guess.

If it was me, I'd plan to go on the trip unless things look really hairy on Thursday or Friday. If roads/airports are closed or it looks like the hurricane will cause danger/damage at HHI, I think DVC will do the right thing and credit your account (points and cash).

I agree...it's very rude for one of the call center reps to lie stating that the managers are in a meeting. It gives me a very bad feeling about Member Services.

Please let us know how it works out with Jim the manager. Good luck!

 

[gonzalj1]

I tend to agree w/ FutureWasYesterday. When booking these types of vacation in high risk areas for extreme weather perhaps vacation insurance would be a good choice for those that are concerned with losing money or time by canceling.

A businesses policies are in place for a reason. It is the consumer's responsibility to learn about and understand the policies.

Putting my flame retardant suit on now.

 

[baileybrad]

we are DVC members who did not have any points left after a 10 night stay at BCV this past June. We booked 7 nights starting on Saturday, August 14 thru Saturday, August 21 at POFQ receiving an AP rate.

We were driving and spent Friday night in Adel, Ga after watching the results of the 2 storms heading in and out of the southeast for the proceding week (Adel is about 40 miles north of the Florida state line off of I-75 and this was were we planned to spend the night after driving all day on Friday). When we awoke on Saturday morning we saw the results Hurricane Charley as it made it's way northward thru Florida. We had family check on the internet for any info on the damage suffered at WDW. We wanted to make sure that our hotel had power, etc. Luckily for us the hotel was fine. Having lived thru Hurricane Hugo, I knew enough to stop in Ocala and pick up our groceries....milk, juice, fruit, bread, bottled water, etc. before we arrived in the Orlando area. The damage that a category 1/2 storm can cause wrecks havoc with the power, water, etc. even without the massive visual devastation that the storm can spew when it is a category 4, and, luckily, we were spared the misfortune that so many suffered in the central Florida areas. The fact that Disney has such excellent infrastructure (and was located on the northwest side of I-4) allowed us to have a great trip.

Our home resort is HH and we have often wondered how the result of direct hit would effect our ownership. If Charley's impact had really impacted Disney's operations more adversely I would like to think that we would have been dealt with fairly. Our one advantage was that we arrived the day after the damage results of the storm were available and were also driving so we were not impacted by airport issues/delays.

 

[OneMoreTry]

I suspect Disney carries insurance for lost revenue. If they do, their policy for refunds would depend on the terms of their insurance policy. Just a thought.

Rumor was they opened the parks FREE for resort guests on the Friday WDW was hit by Charley.

 

[johde]

I am planning on flying into Orlando on Sunday so I'm in the same boat as you. I don't think that there will be much word on refunds until later this week, Thursday or Friday for Orlando and Vero Beach at the earliest and Friday or Saturday for Hilton Head. Hurricanes are fickle things and can change course seemingly on a moments notice. If an area is hit or about to be hit I am sure they will do the right thing by people. They just don't want to open themselves up this early.

 

[baileybrad]

we spoke to lots of folks on the buses and CMs in the parks and at the resort, etc., and no one spoke of free entry to the parks. Most were just glad that they had not suffered large damages. Some we spoke with had been impacted by the storm with property damage from falling trees and some flooding from the rain being the chief culprits. There was mention that the parks closed early on Friday and that they started moving folks out of the campground around Friday at 1:00 pm. AK was closed on Saturday. I believe Typhoon Lagoon was also closed. The campground opened up either late Monday or early Tuesday. The parking lot of POFQ looked like a travel home convention on Saturday when we arrived to check-in. I am sure that others have discussed this previously but I have not had any time to be on these boards for awhile.

 

[NMW]

Is it possible to purchase vacation insurance through DVC to prevent a loss of either money or points? We always have purchased vacation insurance through CRO or the Walt Disney Travel Company. I hope there is something available to DVC members.

 

[dis-happy]

It's a little frustrating when these hurricanes come along and you have to decide when and if to dodge. I know, we are in the same position right now--we live in Hilton Head during the summer months, but plan to go back to NC this weekend, so dh and I were having this discussion just this morning.

FWIW, Charley and Gaston totally missed HH---a small bit of rain, and the weather was beautiful--sunny, warm, calm.

With Charley, there was a voluntary evacuation called on Friday. Boy was traffic bad going off island! We stayed put. Since you aren't too far away, with a 4-5 hour drive time, I would try to sit tight for now, and plan on coming.

IF this hurricane looks like it will come anywhere near here by Saturday, there will probably be another voluntary evacuation by Friday, at which time I assume DVC will be happy to refund everything. If not, come on out, you will probably have a very pleasant weekend.

 

[gopherit]

Originally posted by OneMoreTry
Rumor was they opened the parks FREE for resort guests on the Friday WDW was hit by Charley.

That's no rumor -- that's a fact -- I wuz there. They opened EPCOT, MK, and MGM from 8 am to 1 pm. But they never used the term "free". You used your ticket to get in, but then the day was refunded back onto your ticket due to early closure of the park. (I know ours were -- our passes were checked by the front desk). They had flyers they handed out that stated it was their policy that if the park ever had to close substantially early due to an unforseen emergent situation (like terrorism, hurricanes, etc) then they would refund the day back to your pass.

This was a very nice gesture by Disney. Similarly, most of the Disney resorts tried to accommodate their guests with food during the storm. SOme of the resorts had the characters milling about in them. I heard of several folks who had to extend their stay due to airline issues and Disney accommodated them as needed. I would be interested to know how Disney managed the points of those who couldn't start their vacations due to Charley (i.e., airport closure, etc.) In times of disaster, I think Disney does its best.

HOWEVER -- a "projected" storm isn't a disaster, yet. For every possibility of its hitting at or near HHI, there is also likelihood it won't, at this point. Disney has to stay the course on this one.

Friends of mine were at Myrtle Beach when Charley hit -- they were given less than 2 hours to evacuate, and that was at 7 pm in the evening -- they left and were NOT refunded for that night's stay. Only a week later did they get a letter from the hotel saying they were sorry about the circumstances, the hotel wasn't even damaged, and don't forget to come back next year -- isn't that lovely. COmpared to other places, Disney bends over backwards.

I'm not saying you shouldn't be concerned or frustrated -- that would be very understandable (I've been there and certainly done that, having gone through Charley in Orlando!) But it's a risk you take on coastal destinations during the hurricane season. Technically, an earthquake "might" hit California at any given second, but they can't give refunds for travel there prior to the event happening, just because it "might" happen.

I hope Frances simply steers clear and dissipates, for your sake!
I think the Weather Channel has had enough airtime, thank you very much, Mother Nature!

 

[Beth]

We have a cash reservation for this Friday night, then points for Saturday, Sunday, and Monday - at Vero.

I spoke to MS this morning, and we both agreed I would call back on Thursday - once we have a better idea of where Frances is headed.

As of 11:00 pm last night, they were referring to landfall at Vero Beach, specifically!

I didn't even bother discussing what would happen with my points (beach cottage!)- no sense in worrying about it until I have to.

I know they were very kind for us during Floyd - when the exact thing happened to us (had to cancel our beach cottage.) But, during that storm, the entire resort had to close for that Wednesday night. It makes me wonder if "that" is why they were so gracious to refund points...

But, then again, if it's really coming in at Vero - they'll probably close again.

This thing is BIG. Regardless of where it makes landfall, the effects will be felt far to the north and the south!!

 

[lulu71]

Originally posted by Beth
We have a cash reservation for this Friday night, then points for Saturday, Sunday, and Monday - at Vero.

I spoke to MS this morning, and we both agreed I would call back on Thursday - once we have a better idea of where Frances is headed.

As of 11:00 pm last night, they were referring to landfall at Vero Beach, specifically!

I didn't even bother discussing what would happen with my points (beach cottage!)- no sense in worrying about it until I have to.

I know they were very kind for us during Floyd - when the exact thing happened to us (had to cancel our beach cottage.) But, during that storm, the entire resort had to close for that Wednesday night. It makes me wonder if "that" is why they were so gracious to refund points...

But, then again, if it's really coming in at Vero - they'll probably close again.

This thing is BIG. Regardless of where it makes landfall, the effects will be felt far to the north and the south!!

Hey Beth -- Remind me to check with you next time I decide to go to Vero to see if you have a beach cottage booked. I might reconsider and go the next week.


Just kidding!!!

 

[BigDisneyKids]

I guess I know now what that little green slip of paper was in my reservation envelope.

We just received our conformation letter from DVC for our newest ressie. In it was a paper outlining an optional travel protection plan?

I would assume this is for events described above, an insurance policy to cover a lost vacation?

 

[Beth]

haha lulu71 - I think you're on to something...

It's not been a good year from my DVC reservations...

I made these ressies at 11 months out, as well as my Thanksgiving reservations.

Sure enough, my SIL is due to have her first baby on November 27th - smack dab in the middle of my vacation. HOW RUDE!!!

 

[Lisa loves Pooh]

If the coastal barrier islands are under a hurricane warning and evacuation becomes compulsory--then HH would be in that evac--only until it is compulsory or it is imminent to happen, then it is possible they will adjust their policies.

You have to give it time--if it slams Florida--and it is just crappy weather at HH--then it's just crappy weather--it can happen any vacation and a resort is not liable for that. If you choose not to go, they are not liable to you at all.

Obviously if the resort is closed at any point in time--guests with reservations during those closings would obviously not have to pay or forfeit points--as you were not provided a service.

People are having the same issues on the resorts boards and with the cruise lines. I inquired with CRO regarding non-dvc properties and up to 24 hours prior to a ressie, you can change it--but not cancel it...in other words transfer the deposit to a future vacation.

You have to allow businesses time to have plans in place.

The hurricane is on a 4-5 forecast at this point and for businesses to rush around and make decisions based on a what if scenario, just would not make good business sense.

Typically large corporations will be compassionate to their consumers/guests in situations that are just unavoidable. Airlines waive their change fees, hotels allow you to cancel or change your plans. You do have to wait until they make those announcements and you make a decision ahead of that--then you may have no recourse if and when they do finally waive their standard policies.

Forgive me--my house is on the line here!

 

[Cora]

We traveled to WDW on 8/15. We kept watch on Charley. Knowing that there could be a problem, I purchased trip insurance on Thursday, 8/12, for our car rental and airfare. We were traveling on points for our stay at Saratoga. I was confident DVC would do something if we had to cancel and if they didn't, well live and learn.

Two words...trip insurance.
Cora

 

[PamOKW]

I know it's tough worrying about storms. But, the hurricane "possibly" hitting Florida, North Carolina, etc. can't be reason enough for DVC/Disney to start relaxing their standard policies. There is usually at least a 24 hour period when serious warnings and evacuations go up. At that point, I'm sure they would be more accomodating in relaxing the policies.

Not telling the truth about being in meetings is another issue and I agree wasn't the best way to handle your call.

 

[Deep-Thots]

Originally posted by FutureWasYesterday
This brings up an interesting question - who should bear the cost of a possible unavoidable event from mother nature?

It doesnt seem fair to Disney that they should bear these costs because where do they draw the line? Now whenever there is a possible major storm 4 days out do they start refunding money? After all, the Southeast coast is a known risk area for these types of events, this isnt news. This just doesnt seem fair to the business owner.

On the other hand, public relations could take a hit if they dont. And of course people are out their hard earned vacation time and money for something neither side can prevent.

I tend to side with the business owner on this one (here come the flames)

It would seem to me that in our litigious society, if Disney were not flexible regarding these types of events, they could open themselves up to the possibility of lawsuits.

If a family on the way to VB or HHI, say, were to suffer some kind of catastrophic accident due (1) to the inclement weather which they encountered because (2) Disney refused to allow them to cancel their reservations, well.... I think that would be a lot more expensive to that particular business owner than allowing for cancellations.

Plus, it would be bad PR. If you were on a jury, would you rule in favor of the little guy (who'd been saving up his hard-earned $$ for a very special Disney vacation) or for the big bad corporation?

I'm not saying this is fair. But today, that's pretty much the way it is. Sigh.