My Very Bad Experience With Member Services

[nntucket]

Last week, I had a very bad experience with DVC Member Services. We were staying at the Beach Club Villas for the week, and like everyone else, we were watching Hurricane Frances, because our plane was scheduled to leave on Saturday afternoon. Very early Thursday morning, we learned that the Orlando Airport would probably be closed on Saturday. (It actually closed at noon on Friday). I then called the airline and found that our Saturday flight was cancelled and that the earliest that we might be able to book a flight back to Boston would be Monday. Consequently, I called DVC Member Services when the office opened at 9:00 A.M. I explained the situation and asked to extend our stay at the BCV until Monday. The response was "No, every room in Disney World is booked through Monday." I explained that my family had no where to go and asked if there was anything that DVC Member Services or Disney could do to help us, considering the unusual circumstances. The DVC cast member responded, "No, you will have to leave the Beach Club on Saturday by 11:00 A.M. and find other accommodations elsewhere." I again asked if there was anything that she could do for us and the response was a very cold "No, you will have to leave by 11:00 A.M. and make other arrangements. Good bye." She then hung up on me. In my long experience with DVC and Disney, I have never experienced such cold indifference from any cast member. Since I had called right at 9:00 A.M., I was one of the first, if not the first person that this cast member had spoken with that day, so I cannot attribute her attitude to a long day. I can only conclude that she was giving the response to my questions that DVC had instructed her to give. But she was so cold and openly hostile to me during the conversation, that I was shocked. Throughout the conversation, I was polite and calm, but after I hung up, I was so stunned by the conversation, that in that moment, I never wanted to have anything to do with DVC again. (In the past, we have visited Disney on more than 20 occasions).

In the next few minutes after my conversation with DVC Member Services ended, I discussed our options with my wife, and then called to try to rent a car in order to drive out of Florida. At that time, the TV Stations were reporting that all roads out of Florida were jammed. In any event, none of the car rental agencies had any cars, so that was not an option.

Finally, I walked over to the front desk at the Beach Club to see if they could do anything for us. The clerk at the front desk (not a DVC employee) was very reassuring and said that Disney had told them to find a way to extend the stay of any guest that was in the Disney hotels. After about 30 minutes, we were informed that we could stay in our 2 bedroom at BCV until Monday, or longer if we needed to.

I really don't understand what was going on with DVC Member Services that their information was so different from the information that the front desk had received. The DVC cast member that I dealt with made this a really bad experience. Frankly, I may never again have the same warm feelings toward DVC that I had prior to this experience.

 

[smjj]

Wow, I think I would have called right back and tried a different person or attempted to get a Supervisor. I would have at the least told the front desk how you were treated and then maybe called MS back and told them what the front desk had done for you then register a complaint(if you can) againist this person...smjj

 

[MamaCrush]

Wow... this sooo non-Disney, I would report it. Management would probably want to know about this and you would be performing a public service for others in the future!

 

[rinkwide]

Very unfortunate experience.

You did the right thing by going to the front desk. I'd suggest in the future, if you have any issues after check in, take them up with the property's manager instead of MS.

 

[SoCalKDG]

Finally, I walked over to the front desk at the Beach Club to see if they could do anything for us. The clerk at the front desk (not a DVC employee) was very reassuring and said that Disney had told them to find a way to extend the stay of any guest that was in the Disney hotels. After about 30 minutes, we were informed that we could stay in our 2 bedroom at BCV until Monday, or longer if we needed to.

Did you end up paying cash or points for this?

 

[OneMoreTry]

I don't believe that MS has access to book rooms on the same day. That has to be done by the front desk.

But that's not the point here. The CM should have assumed that WDW would provide for its guests. She should have picked up the phone and called the BC directly.

This is inexcusable. Almost hard to believe. I would have been shaken up, too. Please call or write to MS about it.

 

[nntucket]

SoCalKDG,

We used a total of 90 points for Saturday and Sunday night.

OneMoreTry and DebbieDoo,

I see from reading other threads that this happened to several other DVC Members during the hurricane, so at this point, I'm not going to call or write. I'm just going to let it go. Others had a much worse experience than I, so I think I will move on. But I don't think I will return to Disney World for a good long time. In the future, I think we will try out some of the non Disney World hotels in other parts of the U.S. or in Europe that we can use our points to trade into.

 

[debbiedoo]

I have called MS a couple of days ago to inquire about my oct trip, if there was going to be any problems. My whole family lives in fl(vero beach)and I have several aunts, uncles, cousins, etc that live there as well. I know that the whole state has several issues. I expereinced cold attitude for the CM I spoke with and I am planning on calling back today to speak with a supervisor, since I am off today. I know that back on sept 11(unforunatel;y I was there)disney went out of their way to take care of everyone. Extended stays with no charge gave out UPH's to keep everyone busy. I was there for 12 days with this happening on my 4 or 5th day. I was at the Caribbean on this trip. Before I became a member. . .

Definitely call and let dvc or guest services know!! We did not spend all of our moneyu to be treated like that!! I understand that they are having issues right not, but as you can see from my counter I am less that 30 days going and I am in the penalty stages!!

GOOD LUCK!!

 

[DVC-Don]

We got stuck at OKW due to Charley. We checked out of SSR on 8/14 but the Orlando airport closed just as we got there (due to tornados in the area), our flight got canceled and the airline said they could not get us out till "maybe" Tuesday. We got another car and called MS on our drive back from the airport. MS said we could not do a same day booking through them, but gave us the front desk # for OKW. My wife did the talking on the drive and we were booked just as we turned into OKW.

 

[rocketriter]

Originally posted by nntucket
I see from reading other threads that this happened to several other DVC Members during the hurricane, so at this point, I'm not going to call or write. I'm just going to let it go.

I respectfully disagree. Someone else's worse experience does not make your bad experience unimportant. Simply vanishing to do your travel elsewhere only turns you into a passive-aggressive victim, and you deserve better than that. Instead, speak up and be heard.

 

[DebbieB]

I agree, I would report it. Things will only change if they know about problems. They need to work on an emergency plan.

 

[eileenfk]

This is not a single case of one rude employee, but a larger issue of Disney failing to have given their employees clear instructions on how to handle this situation.

There was a very real possibility that Disney was about to have more guests needing rooms, then there was availability.
To tell anyone that they had to check out, without giving them some assurance that they would be found a place to ride out the storm, was wrong.
I am trying to put myself in the situation of both the employees and the customers. If I was in a room, and told I would have to check out, on a day where there was NO reasonable way to get to a safe place, it would have caused me a lot of stress.
Had I been an employee, with no idea as to what I should tell customers in this situation, that would also have caused me a lot of stress.

I believe the failure was with management, as much (or more) then the few individual employees.
(I have read more then one complaint, so it was likely more then one employee.) Employees should have had clear instructions concerning what to tell guests, and the instructions should have included something that made the guest feel that they would be safe, and accommodated, even it meant accommodations in a lobby or shared room of some sort.

I suspect that Disney will have better plans for this in the future.
The plans might involve setting up a "shelter" type of environment in a hotel lobby or other building, for stranded guests.

Eileen

 

[SoCalKDG]

I have to wonder if some of these people working during these disasters wish they could be with family, at their homes, etc.

No matter how good or professional you are, natural disasters aren't something you can ever practice for, since the emotional impact is so dramatic.

This would help explain why some CM's might not be at their very best during these times. I think we should cut them some slack during these trying times.

 

[OneMoreTry]

Originally posted by SoCalKDG
I think we should cut them some slack during these trying times.

I don't think cutting slack means not giving feedback. If I owned a business I would much rather have customers complain than simply not return.

I think Disney management wants the feedback. The WANT complaints on bad employees for objective evidence to ditch them. (It's hard to fire someone without objective evidence.) They WANT to know how they can do better.

AND DVC members want DVC to know how they can help us.

I agree that the MORE feedback the better. I would look at it as constructive criticism. If you have time, give the feedback.

 

[jarestel]

Unfortunately, I think that WDW discovered when "Charley" visited, they found that trying to service a completely booked resort with a limited staff was a no-win situation. Guests were out of control, making off with armfuls of limited food supplies so "their groups" would be able to eat well during the hurricane for example. I hate to say it, but even in a crisis situation, many people still expect to have first class "Disney magic" service rendered. Since this isn't possible, Disney may have decided to limit the number of guests they would be willing to accomodate during an emergency situation. Sometimes we are our own worst enemies when it comes to times like these. Still, if MS was powerless to book reservations, they should have indicated this to members calling for assistance.

 

[kathleena]

I think that it should be reported also.

From reading this and other threads - including the folks at Vero Beach - there seems to be some break in communications with the resorts and MS. If I remember correctly - people who dealt with the resort desks had better luck with extending the stays and the ones that went thru MS were shut out. Maybe this is a case of DVC having to set out all the inventory for WDW and really not having anything to offer anyone who called MS.

That does not excuse MS not offering options. They should have at least said - WE do not have inventory to offer you, but check with the front desk of your hotel.

I hope that everyone who has posted with problems posts again with responses from DVC. A lot of us here would really like to know what happened to make them so unhelpful!

 

[vernon]

A lot of us here would really like to know what happened to make them so unhelpful!

I'd stab a guess at CM's who were 1) worried their own houses were going to get trashed, 2) were worried about their safety, 3) would rather be at home preparing their home or family for the up coming disaster 4) Ill informed over the situation

While there is little excuse for CMs "taking it out" on guest by giving some attitude, giving incorrect advice or just being unhelpful, I think we must understand this was an extraordinary event and one that I don't doubt stretched the emergency plans for all the hotels in the area. It's not like you can run a realistic drill for this situation and even if you could NOTHING could replicate the stress those living in the area felt when they were expected to work in extraordinary situations.

I would agree we need to cut a little slack to those working under those situations. In that situation I would have politely pointed out to the CM in case that the solution being offered ( i.e. none) was not acceptable and that if they were not able to help me I would speak to someone else who hopefully could. I'd then explore a number of different options in order to get the situation resolved.

If MS had been told there were no rooms available, then short of getting out the brick and morter to build some more I find it difficult to see what they could do. I'm certain there are possibilities where Disney quite simply did not have enough rooms for the numbers of guests they had. I can think of a couple of answers to that problem, for example getting some airbeds,cots and sleeping bags to allow a group of say 8 that had a 2 bedroom rented to make do with a one bedroom for their group of 8 ( oh my word can you imagine the uproar if that was put forward in a different circumstance ROFLMAO ) . It would have to be an extreme situation and would need some time to organise, but I think it would be possible to come up with solutions if they had enough time. Unfortunately many people do not have the patience to wait for a solution to be found, they want their answer to their problem dealt with immediately.

 

[Sammie]

Originally posted by jarestel
Unfortunately, I think that WDW discovered when "Charley" visited, they found that trying to service a completely booked resort with a limited staff was a no-win situation. Guests were out of control, making off with armfuls of limited food supplies so "their groups" would be able to eat well during the hurricane for example. I hate to say it, but even in a crisis situation, many people still expect to have first class "Disney magic" service rendered. Since this isn't possible, Disney may have decided to limit the number of guests they would be willing to accomodate during an emergency situation. Sometimes we are our own worst enemies when it comes to times like these. Still, if MS was powerless to book reservations, they should have indicated this to members calling for assistance.

Very correct, we were at the Grand Floridian during Charley and I saw some pretty lousy examples of human behavior. After the parks closed Gaspirilla Grill was packed. The staff was simply over whelmed by the number of people trying to get food at the same time. The storm was approaching and they were trying to make decisions literally minute by minute. Instead of offering the entire menu and keep the lines long during an approaching storm, they opted to offer a select few items, the more popular ones to speed things up. Only to have several guests literally just come apart because they could not have everything on the menu and have it quickly. It was truely a mob scene. Many of the CMs were in tears and were thinking I might not even have a home to go to by morning and this person is having a fit over the menu. They were more restrained than I would have been.

I think Disney will learn from their mistakes. I think they have some problems with communications between DVC and Disney Resorts that does need to be dealt with. Everyone needs to realize that at times even though it says Disney, it operates as many smaller companies. This especially applies to DVC and Disney resort management.

And to any future guests caught in a Hurricane. If you have to extend your stay due to the storm check with the Front Desk of the resort about extending, do not call MS or CRO.

I think constructive comments would be appreciated by all including Disney.

 

[Mic]

nntucket-
Did you happen to get the employees name that was so rude? Was it Myra(or Moira, or something similar) by chance? I spoke to a Myra(sp?) when Frances was just being "monitored", and I thought she was rude. I had to repeat myself several times, and I think she still may have made a few mistakes. I was wanting to add a night to 3 rooms we have booked in Oct., and I truly would have waited if I could have, but Oct. will be here soon. I am planning to call MS after Ivan passes to make sure my reservations are correct. I am so sorry for your experience. While the DVC employees were certainly concerned for their own safety(as they should be), a member stranded in a strange town with nowhere to stay should take priority over anything else while they were on the clock.

 

[manning]

There seems to some confussion in some areas while they are good in others. As an example I have to use holding points.

First, I am told I can't book until 60 days before departure date. Well I had to explain that that was wrong and read the rule to them as I did 2 months ago that it is from checkin date.

Second, after we got that straightened out I'm told I am one day too early to book. A supervisor got involved and I had to show them how to calculate using a spread sheet. You format two columns as dates. You put into A the date you want. In B you subtract from A as =A1-60. It gives you the booking date.