Lack of response from Member Services on a request made twice over the past two months. Once via chat, once via email.

[Boardwalk III]

Hi all,

20-year BWV member and have never had this problem before, so am looking for advice. I’ve had no response at all from DVC Member Services regarding a request I initially made in October via chat, and after a month went by with no response I sent the same request via email (referencing the prior chat) to MS. Again, zero response after 3 weeks. The issue had to do with our disappointment on a trip earlier this year in receiving a solid wall balcony for our Boardwalk view (booked at the 11 month mark) despite a request that we be able to see through the balcony wall given that we had two party members on ECV’s, who could not stand for long periods.

Though I’ve never made a request like this before I thought this at least warranted a conversation with a supervisor regarding paying extra points for a Boardwalk View, when we couldn’t see any view at all (other than the sky) without standing. I know other members have sometimes received some points back for this specific issue.

Regardless of what they decide I am pretty stunned I have had no response after almost 2 months now (not even sure I received the automated email acknowledgement, which used to happen immediately upon emailing them).

Does anyone have any suggestions? I’m assuming trying to make a call to a random rep is not going to be helpful. I sent the email to members@disneyvacationclub.com, which has worked for me well in the past.

Appreciate any thoughts or ideas!

 

[LoveToDisney]

Personally I don’t think you should expect any points back. Those villas are in a prime location with less walking and deserve the extra points needed to reserve. Requests are not guaranteed.

 

[AstroBlasters]

The difference between misery and bliss is expectations.

I understand your disappointment, but think your expectations of getting a manager call back or email because you didn’t get your room request filled are too high in today’s understaffed and overworked world.

 

[ShablamE]

It's been my experience that the call back I do receive is always M-F prior to 1pm, they rarely leave a message and never a direct call back number. So if you don't answer when they call you probably wouldn't even know it occurred.

 

[Boardwalk III]

Personally I don’t think you should expect any points back. Those villas are in a prime location with less walking and deserve the extra points needed to reserve. Requests are not guaranteed.

I completely understand your take on this. I would never have even thought to make such a request, but recently saw a couple of posts by folks who had this exact same issue at Boardwalk regarding the walled balconies for BW View and did receive points back so thought it worth a shot. My bigger issue is the lack of any acknowledgment/response to my 2 requests. I won’t be upset with a “no”, but as a long-term owner who just recently purchased two add-on contracts I‘m certainly disappointed by being ignored.

And I’m not necessarily expecting a callback, simply an email acknowledgment that they received my request and it was denied would be fine.

So that’s the issue I really want to follow up on. Can anyone confirm the name and email address of the current managing executive for DVC?

Thanks again.

 

[drusba]

With the complaint you have, you should not be contacting MS via its usual phone, chat, or email, but instead dvcmembershipsatisfactionteam@disneyvacationclub.com

 

[Boardwalk III]

With the complaint you have, you should not be contacting MS via its phone, chat, or email, but instead dvcmembershipsatisfactionteam@disneyvacationclub.com

Very helpful, thanks.

 

[Debbie Jean]

I assume you went to the front desk and asked to be moved when you saw the balcony. Did I miss that?

 

[KAT4DISNEY]

I completely understand your take on this. I would never have even thought to make such a request, but recently saw a couple of posts by folks who had this exact same issue at Boardwalk regarding the walled balconies for BW View and did receive points back so thought it worth a shot. My bigger issue is the lack of any acknowledgment/response to my 2 requests. I won’t be upset with a “no”, but as a long-term owner who just recently purchased two add-on contracts I‘m certainly disappointed by being ignored.

And I’m not necessarily expecting a callback, simply an email acknowledgment that they received my request and it was denied would be fine.

So that’s the issue I really want to follow up on. Can anyone confirm the name and email address of the current managing executive for DVC?

Thanks again.

Actually I'm surprised you ran across posts where people were given points back for this. The HA Boardwalk view rooms themselves have the solid balcony wall. I'd find it very unusual to give points back on a request which isn't guaranteed when the HA rooms themselves are set up that way.
I understand the issue with no response though.

 

[Boardwalk III]

I assume you went to the front desk and asked to be moved when you saw the balcony. Did I miss that?

Good question. I actually made a special trip over to BWV front desk from VGF (split stay) early on the morning of check-in to Boardwalk. When they told me of the room assignment, I mentioned my request and asked if there were any other 2BR Villas available. She indicated there were not.

 

[Debbie Jean]

Good question. I actually made a special trip over to BWV front desk from VGF (split stay) early on the morning of check-in to Boardwalk. When they told me of the room assignment, I mentioned my request and asked if there were any other 2BR Villas available. She indicated there were not.

That’s such a shame. It would definitely have addressed the problem. You tried your best and helps me to understand how frustrated you are with the lack of response so far. Hopefully the new email above will work!

 

[Sandisw]

I am sorry you were disappointed but a request is just that. You may or may not get it.

Now, I think you should have at least gotten a follow up email to say thank you for sharing your experience.

I guess I don’t know why one would expect points refunded. These rooms are BW view and when you book that category, one knows that getting it is an option.

Hopefully you get a response from membership satisfaction about MS not even acknowledging your email.

 

[drusba]

Very helpful, thanks.

I need to correct the satisfaction email. it is dvcmembersatisfactionteam@disneyvacationclub.com

 

[Boardwalk III]

I need to correct the satisfaction email. it is dvcmembersatisfactionteam@disneyvacationclub.com

Thanks, I actually had just sent the email off, so will resend. Appreciate it.

 

[Boardwalk III]

Thanks, I actually had just sent the email off, so will resend. Appreciate it.

@drusba thanks again. First acknowledgement I’ve received so far so really do appreciate the alternate email address. I’ve never had a problem with the other one before, so this was very helpful indeed.

It’s a start, at least!

 

[Sammie]

I think one thing is regardless of how long we have been members or when we book our reservtion has no bearing on requests and it shouldn't. Someone has to get those rooms and I guess next time ask for a lower floor and hope you get it. As long as the room is in the view you book, you actually got what you booked.
Now that you have gotten a reply, I would not expect points back.

 

[Boardwalk III]

I think one thing is regardless of how long we have been members or when we book our reservtion has no bearing on requests and it shouldn't. Someone has to get those rooms and I guess next time ask for a lower floor and hope you get it. As long as the room is in the view you book, you actually got what you booked.
Now that you have gotten a reply, I would not expect points back.

I totally agree that a member should be a member. The lack of response was just so surprising to me given the service levels we’ve experienced over the past 20+ years. In hindsight, I shouldn’t have even brought up the nature of request as my bigger concern was about the lack of any response, and not knowing if anyone had received it, etc.