I want to speak to Jim Lewis, so why can't I?

[yitbos96bb]

An aside $2400 would not get you two weeks anywhere. It probably would not even get you two weeks at a moderate Disneyworld resort (unless they are running a sale) and may not even get you a whole week at one of the better resorts ($500+/night).

I do not even think it is possible to get a Disney hotel in Disneyland for 2 weeks for that price. You could stay at one of the neighbor hotels for that price.

$171 a night should be able to get you two weeks at a moderate resort during most seasons.

 

[Sammie]

You can write him at:

Disney Vacation Club
200 Celebration Place
Celebration, FL 34747


He won't read it but you might get a call from the Executive Team. If you want to get their attention, FedEX it. I am not always pleased with the recent changes, but your dues in no way support the Disney deluxe resorts. If you own at a shared resort such as BCV, you do pay for shared anemities such as transportation or pools but you do not support the upkeep of the Beach Club resort.

Sadly many believed their sales speil and their commericals and even the DVC website where it states they are not like other timeshares. Its not true, they are; and getting closer and closer to industry standard every day.

 

[GEB@okw]

Agreed, along those same line I am not happy with the price of gas can somone please put me through to OPEC and President Obama?

If people are so unhappy then sell your points.

What is wrong with the price of gas. It is cheaper here in the USA than mostr countries and if adjusted for inflation it is cheaper now than ever.

 

[disneynutz]

Please help me understand. What is Disney doing that demonstrates that they take "better care" of guests who are not DVC members?

As a DVC member, I've never felt that I'm being treated as a second class guest. "

The resorts do treat DVC Members different than cash Guests. We were at Jambo House with a TV that didn't work. Maintenance came by and told us that they needed to install a new TV but it would take a couple of days. He told us that he got us a different room and all we had to do is pick up our new KTTW cards at the Front Desk. When we got to the Front Desk they were really nice and apologized. As the CM was about to get us our new keys he asked if we were DVC Members and we said yes. His face changed and he went in the back room to talk to a manager. Upon his return he told us that due to DVC policy, he could not move us. I asked if there were DVC rooms available and he said yes. I asked if we were cash Guests staying in a DVC room would we be moved, he said the we would probably be upgraded but that we didn't hear it from him. He suggested that we complain to the DVC. After making a stink, we did get a $100 credit on our bill and a new TV the next afternoon. When we followed up with the DVC they told us that it was a resort issue and that the DVC doesn't control the resorts, but that they would forward our concern.

A year and a half later, almost the exact same thing happened at BWV but this time it was a water leak and a wet carpet.

Does anyone notice a difference in service between the co-located resorts, BCV, Jambo, BWV, BLT, and VWL and the dedicated resorts SSR, Kidani, and OKW?

We need to remember that as members we have a contract with DVD. DVD and the DVC contracts to the resorts. If we don't like the way that we are treated what are we going to do, cancel the contract with Disney resorts?

The one stupid, hostile thing that Disney Vacation Development has done lately has been to exclude new resale DVC point buyers form the Disney Collection, Adventurer Collection, and Concierge Collection. By creating the perception that DVC points purchased on the secondary market are less valuable than those bought from Disney, Disney is artificially lowering the resale price. That hurts any of us who may ever want to sell our points.

But beyond that boneheaded business decision, I don't see evidence that Disney is now "like every other timeshare company."

During the last 2 years Disney has methodically changed the rules and policies to be more in line with industry norms, not surprising since Lewis is the President of the Timeshare Association.

Bill

 

[jodifla]

The resorts do treat DVC Members different than cash Guests. We were at Jambo House with a TV that didn't work. Maintenance came by and told us that they needed to install a new TV but it would take a couple of days. He told us that he got us a different room and all we had to do is pick up our new KTTW cards at the Front Desk. When we got to the Front Desk they were really nice and apologized. As the CM was about to get us our new keys he asked if we were DVC Members and we said yes. His face changed and he went in the back room to talk to a manager. Upon his return he told us that due to DVC policy, he could not move us. I asked if there were DVC rooms available and he said yes. I asked if we were cash Guests staying in a DVC room would we be moved, he said the we would probably be upgraded but that we didn't hear it from him. He suggested that we complain to the DVC. After making a stink, we did get a $100 credit on our bill and a new TV the next afternoon. When we followed up with the DVC they told us that it was a resort issue and that the DVC doesn't control the resorts, but that they would forward our concern.

A year and a half latter, almost the exact same thing happened at BWV but this time it was a water leak and a wet carpet.

Does anyone notice a difference in service between the co-located resorts, BCV, Jambo, BWV, BLT, and VWL and the dedicated resorts SSR, Kidani, and OKW?

We need to remember that as members we have a contract with DVD. DVD and the DVC contracts to the resorts. If we don't like the way that we are treated what are we going to do, cancel the contract with Disney resorts?


.

Bill

What happened to you was not right. Every issue we've had in the past 15 years of DVC ownership has been fixed within a couple of hours.

 

[Dean]

Please help me understand. What is Disney doing that demonstrates that they take "better care" of guests who are not DVC members?

As a DVC member, I've never felt that I'm being treated as a second class guest.



The one stupid, hostile thing that Disney Vacation Development has done lately has been to exclude new resale DVC point buyers form the Disney Collection, Adventurer Collection, and Concierge Collection. By creating the perception that DVC points purchased on the secondary market are less valuable than those bought from Disney, Disney is artificially lowering the resale price. That hurts any of us who may ever want to sell our points.

But beyond that boneheaded business decision, I don't see evidence that Disney is now "like every other timeshare company."

Current members may not like it but it makes good timeshare business sense. IMO, DVC has always been just another good timeshare company comparable to Marriott, Hyatt, Hilton and the like. There are many things they do well and better than the rest and others they don't do as well, en balance they are about equal to the other top options in my eyes.

For many things, member satisfaction is the best source for complaints, for others they are not. Certainly for policy decisions it's about as close to a black hole as one can get. You'll hear all the right things like "we're writing this down", "we understand your concerns", "we'll definitely pass it on to those in power" and similar patronizes. But they have no input, power or control.

Overall I find DVC to be about as accommodating and accessible for complaints as any company I am aware of. I know I've corresponded with VP's and even Ken May previously before he moved to RCI. What often amazes me are some DVC members sense of self worth. I've seen many posts on DIS and other locations where someone states they're going to complain and if they don't get their way they will [insert threat] (sell, bad mouth, not recommend anymore, etc).

 

[CMOORE185]

The resorts do treat DVC Members different than cash Guests. We were at Jambo House with a TV that didn't work. Maintenance came by and told us that they needed to install a new TV but it would take a couple of days. He told us that he got us a different room and all we had to do is pick up our new KTTW cards at the Front Desk. When we got to the Front Desk they were really nice and apologized. As the CM was about to get us our new keys he asked if we were DVC Members and we said yes. His face changed and he went in the back room to talk to a manager. Upon his return he told us that due to DVC policy, he could not move us. I asked if there were DVC rooms available and he said yes. I asked if we were cash Guests staying in a DVC room would we be moved, he said the we would probably be upgraded but that we didn't hear it from him. He suggested that we complain to the DVC. After making a stink, we did get a $100 credit on our bill and a new TV the next afternoon. When we followed up with the DVC they told us that it was a resort issue and that the DVC doesn't control the resorts, but that they would forward our concern.

A year and a half later, almost the exact same thing happened at BWV but this time it was a water leak and a wet carpet.

Does anyone notice a difference in service between the co-located resorts, BCV, Jambo, BWV, BLT, and VWL and the dedicated resorts SSR, Kidani, and OKW?

We need to remember that as members we have a contract with DVD. DVD and the DVC contracts to the resorts. If we don't like the way that we are treated what are we going to do, cancel the contract with Disney resorts?




During the last 2 years Disney has methodically changed the rules and policies to be more in line with industry norms, not surprising since Lewis is the President of the Timeshare Association.

Bill

We had an issue with an extremely wet carpet at BWV about 5 or 6 years ago and they moved us to another room with very little argument. So unless things have changed over the years, I do not think it is policy not to move DVC guests when there is an issue.

 

[connorlevismom]

I think that some DVC members think that they are more important than everyone else, for some reason. I think that some members have unrealistic expectations and that ruins their trips a lot of times. I have been a member for 6 years and go twice a year for a week each time. I have never had anything happen at a DVC resort (or Disney for that matter) that has ruined my vacation or made me so mad that I needed to speak with Jim Lewis.

However, I do not go into my vacations expecting royal treatment because I am a DVC member. I go into my vacations happy to be on vacation and have some time to relax in my favorite place. I have never been treated like a second class citizen by anyone at Disney and I suppose if I had several trips that have made me so mad that it ruined things, I would sell my DVC contracts and move on.

 

[DipsyDoodles]

What happened to you was not right. Every issue we've had in the past 15 years of DVC ownership has been fixed within a couple of hours.

But they gave them a $100 credit and a new tv by the next day....how did they not resolve the problem?

 

[crisi]

For many things, member satisfaction is the best source for complaints, for others they are not. Certainly for policy decisions it's about as close to a black hole as one can get. You'll hear all the right things like "we're writing this down", "we understand your concerns", "we'll definitely pass it on to those in power" and similar patronizes. But they have no input, power or control.

When I work with my "customers" - internal customers - I have a continual issue with the difference between "I haven't heard your concerns." "I have heard your concerns, taking them into account, and we are moving this way anyway" and "I've heard your concerns, and you are right - we need to do something different."

The first is wrong. I need to hear my customers' concerns. So does Disney.

The third makes everyone happy.

Its the second. My customers often have concerns that are risks we are willing to accept. That addressing them would derail the project scope, schedule or budget. But sometimes they get it into their heads that if they talk enough, any right thinking person will see that we cannot move forward until we make sure that this is taken care of! Sometimes, I have to shut them down....we've heard you, we understand, but we are willing to accept that. And there are people who are still convinced that you didn't hear them simply because they didn't get their way. These people will eat up your time, they will sabotage your efforts, and frankly, when they take their toys and go home - its good riddance.

(I have a case where SIX YEARS LATER the people who didn't get their way are still whining because they didn't get their way. Its a case of "oh, God, don't bring THAT up....oh, you did...well, there goes that meeting. Hold a grudge, anyone.")

People are often like toddlers - if they continue to tantrum long enough, they might get their own way. If they don't get their own way, its because you are "mean."

 

[mjc2003]

I am very frustrated that as members, we are not allowed to have direct contact with Jim Lewis.

I can get you a meeting today with Jim Lewis. Not THAT Jim Lewis, but a different one; my neighbor is named Jim Lewis, and he's a college administrator in Central NJ. He's very chatty and easy to talk to.

 

[EWL]

If we have issues every time we visit Disney, and member satisfaction does not follow up, then we sould be able to send correspondence directly to Jim Lewis.

"Issues" like what? And why can't you send him correspondence?

As I am typing this, I have been on hold with DVC member services with a person who can hardly speak english for now 24 minutes.

This thread is now up to 3 pages but where did you go? Still on hold??

 

[ccgirl]

As others have said your dues to not pay for the upkeep and maid service of the cash rooms. The Cash pays for that. There are 2 different inventories, DVC and Cash. Your DVC dues pay for the DVC rooms and not the cash rooms.

Figure out how much that cash person is paying vs. what you are paying and I'm sure you will notice a big difference. That is why things such as "free" dining aren't offered to DVC members, the cash guests are paying full rack rate to get the "free" perk.

 

[pilferk]

The resorts do treat DVC Members different than cash Guests. We were at Jambo House with a TV that didn't work. Maintenance came by and told us that they needed to install a new TV but it would take a couple of days. He told us that he got us a different room and all we had to do is pick up our new KTTW cards at the Front Desk. When we got to the Front Desk they were really nice and apologized. As the CM was about to get us our new keys he asked if we were DVC Members and we said yes. His face changed and he went in the back room to talk to a manager. Upon his return he told us that due to DVC policy, he could not move us. I asked if there were DVC rooms available and he said yes. I asked if we were cash Guests staying in a DVC room would we be moved, he said the we would probably be upgraded but that we didn't hear it from him. He suggested that we complain to the DVC. After making a stink, we did get a $100 credit on our bill and a new TV the next afternoon. When we followed up with the DVC they told us that it was a resort issue and that the DVC doesn't control the resorts, but that they would forward our concern.

A year and a half later, almost the exact same thing happened at BWV but this time it was a water leak and a wet carpet.

The people at the resorts are either lying to you, or they don't actually understand DVC policy (which, truth be told, I have found to be the case in some of the "mixed" resorts).

You can not request to change villas because you don't like the view, location, or "asthetics" of a room. It's in the documentation that doing THAT requires you pay a fee.

You can (and should) be moved if there is a maintenance issue in the room.

Next time...don't wait til you get home to call Member services. Whip out your cell and make the call while standing at the front desk. Someone from member services SHOULD make direct contact with the resort and they'll "resolve" it (and trust me..you'll be moved).

 

[JWG]

This is not meant for the OP or to anyone in particular, but if you are expecting perfection and to be waited on while vacationing, DVC is not for you. DVC is a physical space for which you have purchased the right to stay. It is not a guarateed cruise, trip to Italy/Spain/Etc., a meal plan, a ticket or pass, a parking agreement (other than parking at your physical space), a loyalty club or "high society"/Disney membershilp program.

It's not even really an ownership. It is a leasehold on a small % of property granting the right to stay at said property for a varied amount of time and in varied size accommodations based on the leasehold amount (i.e. # of points).

We've never had major issues either. Wet carpet (from being cleaned between stays and high humidity in FL), which we just dealt with (if we owned a condo we'd have been in the same boat after having carpets cleaned), missing remotes, broketn luggage racks, moldy shower, missing kitchen(ette) components, etc. All of which were taken care of within a reasonable amount of time.

Our biggest complaints to member services typically aren't even within DVC's control (entirely). Epcot resort bus transportation is our most commong issue. With 4 resorts on the loop it's nearly impossible to get a seat on a bus. But that's DVC only as much as they pay for a portion of transportation through our dues. And a trade-off, better bus service means increased costs, means increased dues. This is why the loss of valet parking didn't bother me. I'd rather pay for it if I use it, then make everyone else pay for it, too. Especially since only a select few resorts even offer it.

Anyway, for people expecting to be catered to and have the "perfect" guest experience every time - no timeshare will make you happy. It's not a hotel stay and I think Disney, better than anyone, makes it as close to a hotel stay as they can.

 

[ccgirl]

This is not meant for the OP or to anyone in particular, but if you are expecting perfection and to be waited on while vacationing, DVC is not for you. DVC is a physical space for which you have purchased the right to stay. It is not a guarateed cruise, trip to Italy/Spain/Etc., a meal plan, a ticket or pass, a parking agreement (other than parking at your physical space), a loyalty club or "high society"/Disney membershilp program.

It's not even really an ownership. It is a leasehold on a small % of property granting the right to stay at said property for a varied amount of time and in varied size accommodations based on the leasehold amount (i.e. # of points).

We've never had major issues either. Wet carpet (from being cleaned between stays and high humidity in FL), which we just dealt with (if we owned a condo we'd have been in the same boat after having carpets cleaned), missing remotes, broketn luggage racks, moldy shower, missing kitchen(ette) components, etc. All of which were taken care of within a reasonable amount of time.

Our biggest complaints to member services typically aren't even within DVC's control (entirely). Epcot resort bus transportation is our most commong issue. With 4 resorts on the loop it's nearly impossible to get a seat on a bus. But that's DVC only as much as they pay for a portion of transportation through our dues. And a trade-off, better bus service means increased costs, means increased dues. This is why the loss of valet parking didn't bother me. I'd rather pay for it if I use it, then make everyone else pay for it, too. Especially since only a select few resorts even offer it.

Anyway, for people expecting to be catered to and have the "perfect" guest experience every time - no timeshare will make you happy. It's not a hotel stay and I think Disney, better than anyone, makes it as close to a hotel stay as they can.

Well put.

 

[zebsterama]

I think that some DVC members think that they are more important than everyone else, for some reason. I think that some members have unrealistic expectations and that ruins their trips a lot of times. I have been a member for 6 years and go twice a year for a week each time. I have never had anything happen at a DVC resort (or Disney for that matter) that has ruined my vacation or made me so mad that I needed to speak with Jim Lewis.

However, I do not go into my vacations expecting royal treatment because I am a DVC member. I go into my vacations happy to be on vacation and have some time to relax in my favorite place. I have never been treated like a second class citizen by anyone at Disney and I suppose if I had several trips that have made me so mad that it ruined things, I would sell my DVC contracts and move on.

I think that some DVC members are too emotionally attached to the Disney brand and at times fail to be objective when other DVC members lay criticism to anything Disney or DVC related.

There are countless examples of this on Disboards; many on this thread alone.

Cheers,
Zebsterama

 

[going/again]

As others have said your dues to not pay for the upkeep and maid service of the cash rooms. The Cash pays for that. There are 2 different inventories, DVC and Cash. Your DVC dues pay for the DVC rooms and not the cash rooms.

Figure out how much that cash person is paying vs. what you are paying and I'm sure you will notice a big difference. That is why things such as "free" dining aren't offered to DVC members, the cash guests are paying full rack rate to get the "free" perk.

Many of the rooms rented for cash are due to dvc members trading out, but that member has paid dues, this seems to be forgotten by some

Can you explain who is paying for mousekeeping under the following cicumstances, guest books value for $88 a night (this has been reported in threads on disboards) with free dining, then gets upgraded to dvc 1 bedroom, we know what extra mouse keeping costs per day.

I personally do believe we subsidize paying guests.

 

[connorlevismom]

I think that some DVC members are too emotionally attached to the Disney brand and at times fail to be objective when other DVC members lay criticism to anything Disney or DVC related.

There are countless examples of this on Disboards; many on this thread alone.

Cheers,
Zebsterama

Are you meaning me? Because I do not feel that way at all. I know that Disney is a business and I don't expect to be catered to while on vacation there. I also am not emotionally attached to Disney, but there are some people that are.

Here is a direct quote from the OP "If we have issues every time we visit Disney, and member satisfaction does not follow up, then we sould be able to send correspondence directly to Jim Lewis."

This makes it seem as if every time they visit, they have issues that would make them contact member satisfaction. All I was saying is that if this were happening to me, I would sell because clearly they are not happy with what they are getting.

 

[ccgirl]

Many of the rooms rented for cash are due to dvc members trading out, but that member has paid dues, this seems to be forgotten by some

Can you explain who is paying for mousekeeping under the following cicumstances, guest books value for $88 a night (this has been reported in threads on disboards) with free dining, then gets upgraded to dvc 1 bedroom, we know what extra mouse keeping costs per day.

I personally do believe we subsidize paying guests.

I thought the rooms that were traded out went to RCI not back to the cash reservations?? Thereby, people trading in thru RCI can get a "rental?" In order to trade in via RCI, you pay a $95 resort fee to cover the buses and magical express etc. Each DVC has rooms set aside solely for cash reservations.

If a guest is upgraded from another hotel, that is to a cash room, not a DVC owned.