J.Lewis May be In Running To Be DL Prez....

[LisaS]

There are a few things that happened on JL's watch that have caused me to stop recommending DVC to potential new members. In time order:

1. Mug-gate: Housekeeping suddenly sweeps through all DVC Studios removing all the cups and mugs, in some cases ripping them from the hands of guests telling them "you can't have these anymore". They are replaced with unwrapped Styrofoam cups which DVC tells us is more sanitary??? That whole fiasco really bothered me at the time and still does when I think back.

2. The 2010 point reallocation that raised the point requirements for a 7-night stay for all of our usual travel dates for 4 different resorts, across 3 booking seasons, so it wasn't an isolated case or two. If weeknights went up but weekends went down by a compensating amount, that would have been OK with me but that did not happen and I now do not have enough points for our usual stays and will not be buying more. The last-minute announcement of the changes was also very poor form.

3. The reduction of storage space in the newer resorts. For example, the armoires in Jambo House allow storing clothes in only one side because the other side has no closet pole and no shelves (and in rooms with no closet, is filled with the ironing board and vacuum cleaner); a dresser where at least 1/3 of the space is taken up with the pack'n'play; elimination of the separate washer/dryer closet in Kidani has left no space for the high chair so it is now stored in the master closet which is not a big closet to start with. When I arrive at my resort I want to unpack ASAP and start my vacation. That has become more difficult now that I have to unload the closets first and find other storage places for all the stuff that's in the way, or work around it every day of my stay. DVCs desire to squeeze every bit of profit out of the new resorts has made the experience of staying there annoying!

I have stopped recommending DVC to other people because I just don't trust them to do the right thing any longer.

 

[Mickey'sApprentice]

There are a few things that happened on JL's watch that have caused me to stop recommending DVC to potential new members. In time order:

1. Mug-gate: Housekeeping suddenly sweeps through all DVC Studios removing all the cups and mugs, in some cases ripping them from the hands of guests telling them "you can't have these anymore". They are replaced with unwrapped Styrofoam cups which DVC tells us is more sanitary??? That whole fiasco really bothered me at the time and still does when I think back.

2. The 2010 point reallocation that raised the point requirements for a 7-night stay for all of our usual travel dates for 4 different resorts, across 3 booking seasons, so it wasn't an isolated case or two. If weeknights went up but weekends went down by a compensating amount, that would have been OK with me but that did not happen and I now do not have enough points for our usual stays and will not be buying more. The last-minute announcement of the changes was also very poor form.

3. The reduction of storage space in the newer resorts. For example, the armoires in Jambo House allow storing clothes in only one side because the other side has no closet pole and no shelves (and in rooms with no closet, is filled with the ironing board and vacuum cleaner); a dresser where at least 1/3 of the space is taken up with the pack'n'play; elimination of the separate washer/dryer closet in Kidani has left no space for the high chair so it is now stored in the master closet which is not a big closet to start with. When I arrive at my resort I want to unpack ASAP and start my vacation. That has become more difficult now that I have to unload the closets first and find other storage places for all the stuff that's in the way, or work around it every day of my stay. DVCs desire to squeeze every bit of profit out of the new resorts has made the experience of staying there annoying!

I have stopped recommending DVC to other people because I just don't trust them to do the right thing any longer.

Good points Lisa!

I will add the setup of the BLT Studios to that! What were they thinking?

We usually stay in studios and was going to buy enough points for studio stays every other year, but...no thanks!

Its almost as though they want the studios to sit empty!

 

[LIFERBABE]

There are a few things that happened on JL's watch that have caused me to stop recommending DVC to potential new members. In time order:

1. Mug-gate: Housekeeping suddenly sweeps through all DVC Studios removing all the cups and mugs, in some cases ripping them from the hands of guests telling them "you can't have these anymore". They are replaced with unwrapped Styrofoam cups which DVC tells us is more sanitary??? That whole fiasco really bothered me at the time and still does when I think back.

2. The 2010 point reallocation that raised the point requirements for a 7-night stay for all of our usual travel dates for 4 different resorts, across 3 booking seasons, so it wasn't an isolated case or two. If weeknights went up but weekends went down by a compensating amount, that would have been OK with me but that did not happen and I now do not have enough points for our usual stays and will not be buying more. The last-minute announcement of the changes was also very poor form.

3. The reduction of storage space in the newer resorts. For example, the armoires in Jambo House allow storing clothes in only one side because the other side has no closet pole and no shelves (and in rooms with no closet, is filled with the ironing board and vacuum cleaner); a dresser where at least 1/3 of the space is taken up with the pack'n'play; elimination of the separate washer/dryer closet in Kidani has left no space for the high chair so it is now stored in the master closet which is not a big closet to start with. When I arrive at my resort I want to unpack ASAP and start my vacation. That has become more difficult now that I have to unload the closets first and find other storage places for all the stuff that's in the way, or work around it every day of my stay. DVCs desire to squeeze every bit of profit out of the new resorts has made the experience of staying there annoying!

I have stopped recommending DVC to other people because I just don't trust them to do the right thing any longer.

Dont forget the pool temperatures!! They lowered them and tried to cite Red Cross recommendations and thought we would not check to see that Red Cross recommended much higher temp for leisure pools! No tub in 1 bed Concierge Villa and then MS had the nerve to tell me that a tub was not guaranteed! Not JL but who signed off on the plans?

I agree Lisa. I still love my DVC, but the administration has left much to be desired and has often been misleading. I am a large point owner, so I can mitigate most negatives but I still see the issues it poses for most members.

I agree that the cost cutting is very evident in the new resorts. Much more so than before. I can site specifics at Kidani, Jambo and BLT.

 

[Maistre Gracey]

And I will say that while I am a DVC member, I am also a Disney stockholder. So I appreciate doing whatever they can to increase revenue, DVC sales and overall guest retention as long as it is within reason. Kind of hard for me to see how any of us can be in a position to purchase this LUXURY, but not appreciate the concept of capitalism!

And I don't get the whole booking issue. 11-months before your vacation pick up the phone and make your ressie. If your company has some odd bidding process for vacay time more than 11-months before you'd take the trip I think the bigger issue is the way your work does vacations, not how DVC makes reservations.

The website does stink. I don't know who is to blame, but it stinks.

The PAC solicitation- anyone who is in the position Lewis is in would do the same thing. And BTW, he would not have accepted the slot unless the higher up in Disney approved. He also wouldn't solicit members for donations unless the higher ups approved.

Other than those complaints (and I'll grant you the website) seems more like small grips that people ASSUME Lewis is at fault for. I would argue from the Disney perspective he's successfully launched two new properties (BLT/AKV) and an addition to a third (SSR). Membership in the program continues to grow, even in the "great recession". He's developing the Hawaii site and finally sealed the deal to bring Disney to DC, buying the land at least 20% below market value over a year ago and completing a "dream" announced over a decade ago.

As a stockholder- I see results.

And I also like to see results..
I just don't think Lewis' tactics are the best way to sustain long term prosperity for DVC. They have been very successful and profitable in past years using the non traditional timeshare approach. I believe that method will prove to be better for the future of DVC. Your opinion may vary..

Concerning my company's vaca policy, it's not quirky at all. But, once it's bid, it's locked and cannot be changed. If I can't get my VGC GV, or a Vero BC, or AKV CL because I can no longer book day by day, than I get hosed out of a vaca. With the new policy you can be locked out before the first day you can call to book. At least before everyone was on equal footing.
Trust me, I'm not the only person on this board who is upset about the new booking policy.

And how can you say "anyone who is in the position Lewis is in would do the same thing."?
It's impossible for you to know that. Personally, I thought it was sleezy.

MG

 

[Maistre Gracey]

I agree that the cost cutting is very evident in the new resorts. Much more so than before...

Housekeeping.

MG

 

[whitfamily]

And how can you say "anyone who is in the position Lewis is in would do the same thing."?

It's impossible for you to know that. Personally, I thought it was sleezy.
MG

I represent my company on almost 10 similar organizations and sit on the Board of Directors for several of them. Any association Chairman is EXPECTED to raise funds for the organization and is clearly told that long before they consider taking the position. If the association fails to hit the fundraising goals they are held responsible, just like the leader of any organization.

Before I was a Lobbyist I raised money for political groups. The first place you turn to as a new Chairman is your own organization membership. So, while I can not definitively tell you what every single person in that position would do, I can with near certainty tell you that the normal and accepted course of action is to do exactly what Mr. Lewis did. If I was on the board of the organization Lewis was Chairman for and he had not yet sent out such a solicitation I would have taken him to task.

And again, no one fills these types of roles or solicits internally without permission from their bosses.

 

[Maistre Gracey]

I represent my company on almost 10 similar organizations and sit on the Board of Directors for several of them. Any association Chairman is EXPECTED to raise funds for the organization and is clearly told that long before they consider taking the position. If the association fails to hit the fundraising goals they are held responsible, just like the leader of any organization.

Before I was a Lobbyist I raised money for political groups. The first place you turn to as a new Chairman is your own organization membership. So, while I can not definitively tell you what every single person in that position would do, I can with near certainty tell you that the normal and accepted course of action is to do exactly what Mr. Lewis did. If I was on the board of the organization Lewis was Chairman for and he had not yet sent out such a solicitation I would have taken him to task.

And again, no one fills these types of roles or solicits internally without permission from their bosses.

I'm not saying he shouldn't raise money for the organization.
I am saying I thought it was sleezy to solicit my donation with an envelope in my DVC magazine.
As far as permission from the boss... Well, he IS the boss. I highly doubt he had to clear it with Iger.
There are other ways it could be done in a tactful manner IMO.

Your opinion may be different than mine on all of these issues, and that's fine. I truly believe a difference of opinions is a good thing.
That said, I believe my opinion is also valid.

MG

 

[LIFERBABE]

I'm not saying he shouldn't raise money for the organization.
I am saying I thought it was sleezy to solicit my donation with an envelope in my DVC magazine.
As far as permission from the boss... Well, he IS the boss. I highly doubt he had to clear it with Iger.
There are other ways it could be done in a tactful manner IMO.

Your opinion may be different than mine on all of these issues, and that's fine. I truly believe a difference of opinions is a good thing.
That said, I believe my opinion is also valid.

MG

Agreed! It was how it was done, using the Member magazine article to solicit and enclosing donation materials. He could have sent a separate mailing, using his own funding.
JL sells the membership out every chance he gets. I remember how shocked he was that the early DVC members only paid in the $50 range for their points. He was more perturbed by it than excited. Ever since he has found ways to dig deeper in our pockets. JL is the Jerry Jones of DVC

 

[Sammie]

I'm on the fence on whether or not Lewis has been good for DVC. (I just don't have enough info to form a valid opinion), but I don't think moving someone experienced in DVC to DL is a good idea, and would prefer someone who came up through the ranks at DL and understood its problems.

That won't happen. If you read the article none of the contenders are presently involved in DL. Disney always promotes from outside the specific area.

 

[Chuck S]

That won't happen. If you read the article none of the contenders are presently involved in DL. Disney always promotes from outside the specific area.

Which means that if JL is promoted out of DVC, we'll get someone else totally unfamiliar with the program, and driven by profits, I guess.

 

[Squidrific]

I'm surprised no one mentioned the wait list changes. Now that we have kidani with so many different types of rooms and views and now 2 buildings - only being allowed to have 2 waitlists is ridiculous. I am going to WDW in 2 weeks and am moving 4 times in 8 days because I can't get concurrent days. I don't care about the view, I just want a 1 BR for my entire stay. However, I am only allowed 2 waitlists. I have a friend who booked her waitlist 3 months after I did, and hers came through because it was a different view type.

They sold the waitlist changes as something the members had requested. What member in their right mind would request to have their wait lists limited?

 

[Deb & Bill]

...They sold the waitlist changes as something the members had requested. What member in their right mind would request to have their wait lists limited?

That reduces the number of people on that specific waitlist, so you have a better chance of it happening.

 

[tjkraz]

I think if a top level exec hasn't made a significant improvement in operations in 3-5 years then it is time for someone else to get a chance.

But who is making that judgment call? Given the way DVC has grown over the past 3-5 years, I suspect Lewis is viewed internally as having made very significant progress during his term.

I don't really have a strong opinion either way. I guess I'm in the "be careful what you wish for" crowd. Lewis has been on the job for nearly 6 years now and there are a lot of things he COULD have done to further change the program to the detriment of members.

Many of the changes made under his watch have been positive for membership as a whole...even changes which some individuals may find undesirable (reallocation, booking changes, waitlist changes, room layouts, member perks coming and going, etc.)

Any executive who has been on the job for that long of a period is going to have a few mis-steps. Frankly, I don't see Disney bringing anyone in who is less driven to maintain (and grow) profitability. And Lord knows what that person's philosophy may be regarding things like the 4-month Home Resort priority period, AP discounts, low-pressure sales pitches, etc.

 

[tjkraz]

I have a friend who booked her waitlist 3 months after I did, and hers came through because it was a different view type.

Without the limit of two waitlist requests, it's entirely possible that your friend would not have gotten her room either. If members were still allowed unlimited requests, there may have been dozens--if not hundreds--more members on the waitlist ahead of your friend.

The administrative overhead is also substantial. There are 6 booking categories at AKV...3 at BLT...3 at BWV...2 at OKW...1 each at VWL, SSR and BCV. If a member is booked at OKW and yet wants to stay at any other resort on property, with unlimited waitlists it could take 20 minutes to input all of the requests.

Unfortunately there's not perfect way to handle waitlists. Imposing limits would seem to reduce your chances of a successful match, but it would also limits the number of people ahead of you on the waitlist. Best thing to do is be realistic and try to pick the resort/room class that will maximize your chances for success. If #1 priority is to be at the same resort the entire time, waitlist SSR and OKW. If/when that request comes thru, call back and get on the list for a location that may be a bit more desirable.

 

[disneynutz]

What's is more important, Member satisfaction or profit.

To me it's a conflict of interest. Disney makes their money by selling contracts and using the DVC units to rent for cash. The same group is responsible for servicing the membership and properties with no accountability or guarantee of performance. They want to keep the dues low to promote sales and at the same time, change policies to make their job easier while we pay them for the privilege.

Oh, don't forget Lewis did have a new DVD/DVC office building built and I understand that his office is a showplace!

 

[Chuck S]

I'm surprised no one mentioned the wait list changes. Now that we have kidani with so many different types of rooms and views and now 2 buildings - only being allowed to have 2 waitlists is ridiculous. I am going to WDW in 2 weeks and am moving 4 times in 8 days because I can't get concurrent days. I don't care about the view, I just want a 1 BR for my entire stay. However, I am only allowed 2 waitlists. I have a friend who booked her waitlist 3 months after I did, and hers came through because it was a different view type.

They sold the waitlist changes as something the members had requested. What member in their right mind would request to have their wait lists limited?

Actually, this demonstrates the problem with having so many "guaranteed" booking categories at a resort. The more categories, the harder it is to book an extended vacation in a single unit type.

Yet by reading the boards, many members want more and more of these categories to chose from.

 

[dallastxcpa]

A few things in the last six years that I personally don't care for:

Discount on Annual passes - yes this is good for some members, but when they began this discount they took away the discount on multiple day passes. There are many of us that only vacation once a year and can't vacation enough days to make the pass worth it even with the discount.

Point reallocation - we have always vacationed in a 2 bedrrom or larger. We have 2 college age kids and three teenagers so we are limited as to the dates we can travel. We can no longer afford a two bedroom with one years points (with the exception of a value 2bdr at AKL)

Booking - we have not encountered any problems with this yet, but if DVC wanted to make it right they could make rules that would keep people from walking reservations. Such as any change to a reservation cancels the whole thing. This would keep people from adding/dropping days.

Waitlist - really how hard would it be to create a program that would allow people to choose all studios at one location then at least people could be on waitlists at two properties. In fact they probably already have it because it used to be that if one of your days came through then all other wait lists for that you had for that day were cancelled.

These are just my opinions, but I do feel that JL has the ultimate say in these things and could have made more member friendly decisions.

 

[Chuck S]

What's is more important, Member satisfaction or profit.

To me it's a conflict of interest. Disney makes their money by selling contracts and using the DVC units to rent for cash. The same group is responsible for servicing the membership and properties with no accountability or guarantee of performance. They want to keep the dues low to promote sales and at the same time, change policies to make their job easier while we pay them for the privilege.

Oh, don't forget Lewis did have a new DVD/DVC office building built and I understand that his office is a showplace!

But wasn't that made pretty clear in the documents we all signed at purchase? That Disney was pretty much in control from day one?

 

[Chuck S]

A few things in the last six years that I personally don't care for:

Discount on Annual passes - yes this is good for some members, but when they began this discount they took away the discount on multiple day passes. There are many of us that only vacation once a year and can't vacation enough days to make the pass worth it even with the discount.

Actually, there has never been a discount on a WDW multi-day pass. It was a 10% discount on a length of stay pass, tied to the length of your room reservation That type of pass was discontinued completely by WDW, it no longer exists. DVC had no choice, they can't offer a 10% discount on a pass that doesn't exist. Plus DVC can't unilaterally offer a discount on park ticket media, it has to be negotiated with the WDW World Co., perhaps WDW bean counters don't see an advantage to their bottom line in offering DVCers such a discount.

Point reallocation - we have always vacationed in a 2 bedroom or larger. We have 2 college age kids and three teenagers so we are limited as to the dates we can travel. We can no longer afford a two bedroom with one years points (with the exception of a value 2bdr at AKL)

The possibility for reallocation is clear in our documents, nor is it the first reallocation in the history of DVC. I doubt it will be the last reallocation we see, no matter who is DVC President.

Booking - we have not encountered any problems with this yet, but if DVC wanted to make it right they could make rules that would keep people from walking reservations. Such as any change to a reservation cancels the whole thing. This would keep people from adding/dropping days.

But has this actually been a problem? It seems that the vast majority of members booking at 11 months have had no problems, and availability at 7 month has never been guaranteed in any way.

Waitlist - really how hard would it be to create a program that would allow people to choose all studios at one location then at least people could be on waitlists at two properties. In fact they probably already have it because it used to be that if one of your days came through then all other wait lists for that you had for that day were cancelled.

On the flip side, as tjkraz said, it likely allows more people to have their waitlist fulfilled. Perhaps DVC saw all those multiple waitlist as a problem and limiting to the membership as a whole.

These are just my opinions, but I do feel that JL has the ultimate say in these things and could have made more member friendly decisions.

What an individual member considers "more friendly" may be a disadvantage to the membership as a whole. The waitlist is just one example of this.

 

[Sammie]

Actually, this demonstrates the problem with having so many "guaranteed" booking categories at a resort. The more categories, the harder it is to book an extended vacation in a single unit type.

Yet by reading the boards, many members want more and more of these categories to chose from.

Exactly, I tried to make this point on the SSR/room booking categories and some seem to think I was very wrong about this.

As you said the more categories you have the harder it becomes to get a week in the same unit. Which is why I hope they never change the situation at SSR. I will would rather have the same unit the entire week over being able to book a location.

As to JL, I don't have anything against him personally I just think his focus is more on what looks good on paper, expansion and sales and less about the current membership. And I will admit that someone else could be the same way, that is why my concerns are not about him personally.

It bothers me greatly that Disney rehabs their resorts more frequently than DVC and I am not buying that the reason is to keep our dues low. I am also concerned with the condition of OKW, I don't feel they are keeping it to the standards of other DVC resorts.

But I think the thing that bothers me the most about JL's way of doing things is the constant comment that changes are membership feedback driven and yet I have never received a survey of any kind. I think when a major change is going to be made to the membership and leadership is going to "claim" it is based on membership feedback they need to actually survey the entire membership. I would gladly support changes if they were handled that way even if I was personally opposed to them. There is no reason they can't set the DVC site up to survery the membership.

However I do not feel that member feedback is the force behind these changes, but more about leadership wanting them and trying to pass them off on the membership. If truly the membership is the drivng force behind these changes, what is that being based on? Is it only those that are complaining. If so that is wrong too, as you have the complainers controlling the membership for all.

If the leadership is deciding that they feel these changes are best, then simply own up to it and quit making changes and always saying, they were based on "member feedback".

I am sure if you had surveyed the membership and asked which would you favor; improvements to the exisiting resorts or a new DVC building, I think we all know how that would have gone.