MS called- no boardwalk view for Oct

[tjkraz]

I guess what I am most upset about is that I was not told the whole truth. The manager I spoke with when I received my call indicated that ALL boardwalk view rooms were being moved.

I'd say there's a 50/50 chance that the person you spoke with was just repeating what he/she knew at the time. They SHOULD have been aware of the situation but mis-communications do occur.

My e-mail referenced that not all members seem to be getting handled in the same way - point credits etc. I will follow up once I here something.

That's not surprising. I don't think DVC went into this with the expectation of giving hand-outs. If I were impacted, I wouldn't have expected anything.

If they had dozens of guests being moved upon arrival due to an obvious major project, I'd feel differently. Then there should be compensation for the inconvenience. Likewise if there was an obvious step-down in quality of accommodation, like from BWV BoardWalk View to SSR or AKV.

But with 6 months notice, I don't see any hardship imposed on the guests. No, they aren't getting the room that was initially booked but that's not much different than getting blocked-out when first calling to book.

Arriving at the front desk, bags in hand, and being told to go elsewhere is an inconvenience. This really isn't, IMO.

But some are choosing to ask for extras (which is their prerogative) and DVC is complying. Other businesses do similar things all the time--a lot of it depends upon how accommodating the company rep happens to be and how aggressively the customer chooses to pursue. The only difference here is that people are sharing their experiences.

If DVC gets a lot of calls saying "so-and-so got more than I did", my guess is that DVC will only get more selective about making such offers in the first place.

 

[Inkmahm]

Just to be clear, the manager offered me one night's points for making the move. I didn't ask for anything. When he offered the one night's worth of points what I DID say was if it would be a weekend night (as I'd booked 2 weekend nights and 3 weekday nights.) I did get the points from a weekend day back.

 

[ftballfan7]

First there was no offer of compensation and when I explained that I'd booked this studio at 9 am exactly 11 months in advance to get the boardwalk view, the manager offered me one night's worth of points back. I asked for a one bedroom at Beach Club for the studio points I was using at BWV but they said there are no upgrades being offered, everyone is being moved from like kind to like kind. If I had a studio booked at BWV all I would get would be a studio at BC. Then I asked if the points being returned to be would at least be weekend points and not S-TH points as I am there for 3 week days and 2 weekend nights. That was the final agreement, 23 points put back into my 2010 UY (I'd borrowed them to use in Oct 09 from my 2010 UY).

While I'm not happy missing my boardwalk view, I am happy with the return of 23 points. I consider that a fair exchange.

Sorry, I didn't write down his name. My message from MS was to call and ask for a manager, which is what I did. But evne though he was a manager, he also kept putting me on hold to check to see what he could do for me in terms of an upgrade or points given back. Not sure who he was consulting.

Sounds like you made it pretty clear you expected something. Didn't get the upgrade to a one bedroom you requested, but settled on weekend points.

 

[Inkmahm]

Sounds like you made it pretty clear you expected something. Didn't get the upgrade to a one bedroom you requested, but settled on weekend points.

And like I said, I asked for nothing until AFTER the initial offer of one night's points to be returned to me. I'd rather have had the one bedroom than points returned, sure. But I took the points when offered. I'm sure you would have turned them down when offered, right?

 

[yitbos96bb]

I called at 9 am exactly 11 months before our October trip for the F&W festival to reserve a Boardwalk view studio. Today I come home to find a message from MS telling me my room won't be available due to scheduled maintenance but they are happy to offer me a studio at the Beach Club instead. Beach Club doesn't HAVE a boardwalk view. I don't consider that a fair trade at all. I own at Boardwalk so that I can book the Boardwalk view!

And they can't tell me that everyone else in studo boardwalk view rooms in October for my days booked before me because that is NOT possible.

I guess I call tomorrow to find out why I'm being asked to move rather than those who booked later than I did. I'm not happy.

That is stranged. I called on Sunday and got a BW View Studio for Oct 4-6. I was rather surprised that they were available.

 

[yitbos96bb]

It certainly is peculiar because to block out BCV that time of year almost requires them to start not taking ressies for a set rooms at BCV beginning 11 months out. So basically it sounds like they are saying: (a) we booked numerous members at BWV starting 11 months out; (b) during the same time we refused BCV members from getting rooms at BCV; and (c) we did that so we could move all those BWV members to BCV about 6 months out. I am not sure who should be more put out by this course of action: BWV members who got and lost BWV reservations or BCV members who could not get ressies at their own resort.

Maybe...

Maybe BCV didn't fill up as fast... I have gotten in there at 7 months with no problem at all in busier times than F and W... like XMAS to NY.

Or Maybe they called booked BCV guests and offered them either a Y and B room or other accomodations and an incentive to move and got enough to do so.

Unfortunately, I doubt we will find out.

 

[yitbos96bb]

I understand and don't disagree with your philosophy. I am thinking I should have explained better how disappointed I was.

Yes, I was moved to a Beach Club studio. I hope the pool makes up for the Boardwalk view!!

Kelly

Look on the bright side... Its a much quicker walk to Epcot from BCV than BWV.

 

[Dean]

And like I said, I asked for nothing until AFTER the initial offer of one night's points to be returned to me. I'd rather have had the one bedroom than points returned, sure. But I took the points when offered. I'm sure you would have turned them down when offered, right?

I have no problem with you asking. The problems I have with this scenario is IF you expected or demanded such a pay off. I also have an issue with DVC in that I do not believe they should have offered such at members expense. I can see a $$$ credit for dining totalling no more than say $50-100 depending on the number of points involved. They did give you substantially equivalent accommodations even if it's not what you wanted. I will say that one can "ask" for a pay off in other ways. Anyone complaining excessively is in a sense asking for something and they'll often offer something just to get you off the phone.

 

[Inkmahm]

I have no problem with you asking. The problems I have with this scenario is IF you expected or demanded such a pay off. I also have an issue with DVC in that I do not believe they should have offered such at members expense. I can see a $$$ credit for dining totalling no more than say $50-100 depending on the number of points involved. They did give you substantially equivalent accommodations even if it's not what you wanted. I will say that one can "ask" for a pay off in other ways. Anyone complaining excessively is in a sense asking for something and they'll often offer something just to get you off the phone.

How do you know the points I got back are at members' expense? Disney owns points, right?

When members complain about dirty rooms, not getting into their rooms until REALLY late, etc and are offered points back as compensation, are the members paying for those points? Or does Disney use the points they own to try to make things right with members?

 

[hakepb]

How do you know the points I got back are at members' expense? Disney owns points, right?

When members complain about dirty rooms, not getting into their rooms until REALLY late, etc and are offered points back as compensation, are the members paying for those points? Or does Disney use the points they own to try to make things right with members?

Disney may own points but they just pass the cost on to someone else...

It might be possible that Disney uses another member's expired points to make up for some hardships

I believe DVC owners pay Disney to manage a number of maint units (to keep availability open to us. This is a case of somewhat poor maint availability)

Disney may try to re-coup the costs of Disney owned units (maint or ROFR) by selling availability through CRO, but I am unsure that is a guaranteed money maker when regular 40%, cheap bounceback rates and 4+3 discounts seem so readily available, so I think the costs of Disney owned points go back to the members in at least reduced (cruise, ABD) trading power because of additional CRO saturation of Disney owned points..

 

[Dean]

How do you know the points I got back are at members' expense? Disney owns points, right?

When members complain about dirty rooms, not getting into their rooms until REALLY late, etc and are offered points back as compensation, are the members paying for those points? Or does Disney use the points they own to try to make things right with members?

Actually I don't know for sure. It was a simple statement, members should not foot the expense of this in any way. It was and is a statement of principle, we don't really know for sure how it applies in this case or not. Unfortunately there is built in expense even if the points or any monies don't get charged to members due to the inherent management costs. Some of that is unavoidable and that is understandable. However, an extended period of complaining, multiple calls back, supervisor having to call back or take the call is not reasonable in this situation IMO. None of us were on the phone with you nor privy to the internal information that MS and management have. However, based on the tone of your posts, it seems likely you were upset and bound and determined to make your point that you booked a BW view and you were not happy with anything else and to a degree, I can understand that, but only to a degree. It think one of our disconnects is I am approaching this from an overall system and principle approach and to you it is personal. That also is understandable but only to a degree.

 

[Inkmahm]

Actually I don't know for sure. It was a simple statement, members should not foot the expense of this in any way. It was and is a statement of principle, we don't really know for sure how it applies in this case or not. Unfortunately there is built in expense even if the points or any monies don't get charged to members due to the inherent management costs. Some of that is unavoidable and that is understandable. However, an extended period of complaining, multiple calls back, supervisor having to call back or take the call is not reasonable in this situation IMO. None of us were on the phone with you nor privy to the internal information that MS and management have. However, based on the tone of your posts, it seems likely you were upset and bound and determined to make your point that you booked a BW view and you were not happy with anything else and to a degree, I can understand that, but only to a degree. It think one of our disconnects is I am approaching this from an overall system and principle approach and to you it is personal. That also is understandable but only to a degree.

What multiple call backs? MS called me and left a message in my voice mail to call and ask for a manager. I got that message after MS was closed and I called MS the next day and did exactly what I was told to do.

 

[disneynutz]

I don't understand why so many people side with Disney and make excuses for them. It's like people think that they can do no wrong and in my opinion they sometime fall short of the mark.

Maybe I see things differently because we own a lot of points at different resorts and vacation at WDW several times per year. Because of this we are exposed more often to the good and not so good.

Due to issues internal to Disney, some Members who booked months in advance are now being displaced because of Disney's maintenance schedule. Sure we want the resorts maintained and in my opinion, they need more attention then they get, but I am a Member who expects to get the room that I have a confirmed reservation for.

If I arbitrarily get chosen to force relocate due to no fault of my own, then I expect Disney to make things right with me and my family. How do they do that and what do I expect? Could be an apology, a gift basket, fast passes, returned points or something else. It all depends on the circumstances and my conversation with Disney.

Disney wants us to be satisfied with our Membership and our Disney experience and they have a system in place and a team of people dedicated to Member Satisfaction.

 

[tn4mickey]

We got the call last Friday to move from BWV BW view to BCV for our trip 10/2-10/10 in a studio. The ressie was made at 11 months out starting 10/3 and I added 10/2 on April 6. We were not offered any points returned or other compensation (I didn't ask, but certainly wouldn't have turned it down). I'm disappointed we won't have our BW view but look at it as an opportunity to try a new resort.

 

[Chuck S]

I don't understand why so many people side with Disney and make excuses for them. It's like people think that they can do no wrong and in my opinion they sometime fall short of the mark.

Maybe I see things differently because we own a lot of points at different resorts and vacation at WDW several times per year. Because of this we are exposed more often to the good and not so good.

Due to issues internal to Disney, some Members who booked months in advance are now being displaced because of Disney's maintenance schedule. Sure we want the resorts maintained and in my opinion, they need more attention then they get, but I am a Member who expects to get the room that I have a confirmed reservation for.

If I arbitrarily get chosen to force relocate due to no fault of my own, then I expect Disney to make things right with me and my family. How do they do that and what do I expect? Could be an apology, a gift basket, fast passes, returned points or something else. It all depends on the circumstances and my conversation with Disney.

Disney wants us to be satisfied with our Membership and our Disney experience and they have a system in place and a team of people dedicated to Member Satisfaction.

The problem is, who is taking responsibility for the displacement? Disney, DVD or DVC? If it is Disney, then fine, they can do whatever they wish...and really they should if DVD & DVC have to live by their maintenance schedules without adequate notification to simply block reservations at the 11 month time frame. However, it sounds like Disney is saying "We're doing the maintenance in 6 months, deal with it," to DVD/DVC.

So now, it is DVD who already has to use their reserve maintenance allotment of points for the actual rooms being renovated AND deal with members. Again, they could use developers points, but that sounds like it isn't the case. SO it is the general DVC Membership who has to pony up the returned points. Very unfair to ALL other members.

Disney, as the maintenance scheduler, should be responsible, offer an apology and maybe a gift basket...but then, there will be those for whom THAT isn't enough (my gift basket wasn't big enough to compensate me, I should have free park tickets, too!). Where does DVC/DVD/Disney draw the line on the amount of compensation? Unfortunately, having working in customer service, I know there is simply no way to please everyone. While an apology and gift basket would be enough for most folks, there are those it won't be. They'll complain and take it to the next level, and so on. Who pays for that? We ALL do, either through increased dues, or DVC members having a bad reputation.

 

[Inkmahm]

We got the call last Friday to move from BWV BW view to BCV for our trip 10/2-10/10 in a studio. The ressie was made at 11 months out starting 10/3 and I added 10/2 on April 6. We were not offered any points returned or other compensation (I didn't ask, but certainly wouldn't have turned it down). I'm disappointed we won't have our BW view but look at it as an opportunity to try a new resort.

That makes no sense considering this person got a BW view studio just recently, all of which are days you just lost...

That is strange. I called on Sunday and got a BW View Studio for Oct 4-6. I was rather surprised that they were available.

I wonder why DVC isn't offering split stays so that people who had BW views booked could keep some of the days and move only for the days that really aren't available?

 

[Chuck S]

I wonder why DVC isn't offering split stays so that people who had BW views booked could keep some of the days and move only for the days that really aren't available?

I, for one, would not want to move during a stay. Once I'm settled into my room, I don't want to pack up and move in the middle of a trip. WHile some folks are OK with that, I would think most would not be...and it is a potential scheduling nightmare for the resorts...because then the shorter term person who could stay the entire time at BWV would likely have to be relocated to accomodate a person being relocated in the middle of heir stay. Potentially doubling the number of relocations.

 

[Inkmahm]

I, for one, would not want to move during a stay. Once I'm settled into my room, I don't want to pack up and move in the middle of a trip. WHile some folks are OK with that, I would think most would not be...and it is a potential scheduling nightmare for the resorts...because then the shorter term person who could stay the entire time at BWV would likely have to be relocated to accomodate a person being relocated in the middle of heir stay. Potentially doubling the number of relocations.

I don't like split stays either, but others do. Many DISers seem to do split stays regularly. I still think that the person who booked first should have been given the option of keeping at least part of their stay at BWV rather than let someone new book many months later (last Sunday) for part of the first person's nights.

 

[disneynutz]

The problem is, who is taking responsibility for the displacement? Disney, DVD or DVC? If it is Disney, then fine, they can do whatever they wish...and really they should if DVD & DVC have to live by their maintenance schedules without adequate notification to simply block reservations at the 11 month time frame. However, it sounds like Disney is saying "We're doing the maintenance in 6 months, deal with it," to DVD/DVC.

So now, it is DVD who already has to use their reserve maintenance allotment of points for the actual rooms being renovated AND deal with members. Again, they could use developers points, but that sounds like it isn't the case. SO it is the general DVC Membership who has to pony up the returned points. Very unfair to ALL other members.

Disney, as the maintenance scheduler, should be responsible, offer an apology and maybe a gift basket...but then, there will be those for whom THAT isn't enough (my gift basket wasn't big enough to compensate me, I should have free park tickets, too!). Where does DVC/DVD/Disney draw the line on the amount of compensation? Unfortunately, having working in customer service, I know there is simply no way to please everyone. While an apology and gift basket would be enough for most folks, there are those it won't be. They'll complain and take it to the next level, and so on. Who pays for that? We ALL do, either through increased dues, or DVC members having a bad reputation.

Disney is Disney no matter which division, group, or subsidiary you are working with. Last I checked, the DVC isn't listed on the stock exchange. If one Disney group is causing problems for another Disney group, that's not my problem, they need to work it out and provide their Guests with a positive experience.

If they are playing funny with our points or dues then that needs to be addressed. I think that they need more over-site anyway.

What ever compensation agreement is reached between Disney and the member is their business, not ours. Granted some people can be unreasonable but if Disney didn't create the problem to begin with it would be a moot point.

If Disney put more emphases on the back end and less on sales, there would be a huge cost savings and happier Members. Unfortunately I doubt if the current management will change.

 

[Chuck S]

Disney is Disney no matter which division, group, or subsidiary you are working with. Last I checked, the DVC isn't listed on the stock exchange. If one Disney group is causing problems for another Disney group, that's not my problem, they need to work it out and provide their Guests with a positive experience.

If they are playing funny with our points or dues then that needs to be addressed. I think that they need more over-site anyway.

What ever compensation agreement is reached between Disney and the member is their business, not ours. Granted some people can be unreasonable but if Disney didn't create the problem to begin with it would be a moot point.

If Disney put more emphases on the back end and less on sales, there would be a huge cost savings and happier Members. Unfortunately I doubt if the current management will change.

DVC isn't listed on the stock exchange because WE the members are the owners of DVC, not stockholders.

DVD (DVC Sales and Marketing) is a Disney subsidiary under the umbrella, but again, if Sales & Marketing has to pay for the incentives/rebates when a member is relocated, then buy in prices will increase...possibly meaning more operating costs and fewer guides, and if marketing costs are too high, fewer new resort locations for us. You can't have it all, it boils down to members will pay the price sooner or later, either through higher dues, if DVC is responsible...possibly through fewer new resort choices if DVD is responsible and sales slow due to price, or fewer general discounts (like AP discount) if WDW Resorts is held responsible. Which would you prefer?