New DVC Member -- Is this normal (small gripes)?

[JimV]

So we just got our first maintenance monthly bill, and it parallels some disappointments I have as a new (bought 1/2/08 on the Magic) DVC member:

1. I booked a trip three weeks ago and the website still doesn't show my reservation made with a combination of developer and regular points.

2. Getting into anything but OKW or SSR was nearly impossible and the family was disappointed that we could not get into our home resort AKV on our first trip in June.

3. The sheer number of times I have sat on hold for the reservation line, hit a down DVCMEMBER website, or have hit busy signals. It seems like they have exceeded the capacity given that this is positioned as a premium product.

We purchased 320 points with cash for an October use year -- this changed from the time we signed to the time we closed.

I am normally not a complainer and it takes a lot to push my dissatisfaction button, but when I waited on the phone for 47 minutes recently to only have them tell me that "no, we cannot yet confirm your reservation" made weeks ago is irritating. I am waiting to book my flights pending this and in the interim, availability has shifted some as well. Argh.

Is this a typical experience? If so, we might be selling this points in a year or two when it is economically viable.

Thanks for letting me vent.

 

[Mike©]

Trust me Jim, this is only the beginning.

 

[hellerjw]

I suspect some of the problems you have experienced are due to the fact you used developer points and the limited timeframe between when you joined and your first trip.

Developer Points have to be processed manually by MS and won't show up online. I believe they are categorized as a sub-set of your main account so some guides even miss them unless you specifically ask them to look for them.

Also, since you are well beyond the 11-month booking privelege for being AKV owners you are having to compete for space with all the other DVC owners wanting to book AKV. June is probably a popular time because the kids are just out of school and with AKV being so new all the new owners want to try it out first.

You may want to try calling the local Florida number for Member Services (407) 566-3100. I've tried the 800# several times only to be put on immediate hold. I hang up and call the local number and get straight through.

 

[penguin77]

First of all, WELCOME HOME!!!!

Second, we just did an add on with developer points, and changed an existing ressie to those developer points. MS told me when I made that change that the ressie would not show up on the web site due to the developer points being a "freebie". After asking the MS rep several times she was able to agree to give me a confirmation # on the ressie. Then I just called the resort where I had the ressie and using the confirmation # they faxed me a notice of confirmation.

Third, I am sorry that you could not get into your home resort or the resort you wanted. But, please keep this in mind. AKV is the newest and freshest resort, and as of right now it is one of the smallest. Your "home resort" advantage is the ability to book an extra 4 months in advance. If you bought in October you were very close if not already in the 7 month window. When AKV Kindani is up and complete I feel there will be zero problem getting in.

Fourth and finally- Right now is a busy time for MS. Any time there is a promotion like developer points or in this case a big announcement like CRVKT and THV they are flooded with calls just asking for information. Yes, you should not have been on hold for that long. I don't know what time you called but I always call first thing in the morning right as they open.

I hope this helps and have a great trip. By the way reserve at SSR ant tell them it is your first time as members and request a water DDD view you'll love it.

 

[SuzanneSLO]

Jim: DVC is a premium timeshare product, but it is still a timeshare. It can save you money on vacations over time, but the cost of this saving is often the need to spend more of your TIME in securing those vacations, especially if you are neither flexible in your dates or choice of resorts.

DVC usually works best when you can plan more than 7 months out.

In addition, it was just your bad luck that you became a member in January. January seems to be the single busiest month for Member Services because MFs are due January 15 and December (one of the busiest months to stay at DVC) is 11 months out.

Continue to read these Boards and learn more about the DVC product. You will find knowledge is power when it comes to maximizing your enjoyment of DVC.

Enjoy your June stay and know that it will be only the first of many vacations at DVC resorts.

Best of luck -- Suzanne

 

[KLR-wlv]

Jim,

Sorry to hear you are having less-than-anticipated experiences with your new membership. As was stated - you may have difficulty booking the resort of your choice within the 6-7 month time frame. We have been members for 7 years and have stayed at all the resorts - at peak times - but it does take some flexibility and planning. ALWAYS get on the waitlist for a resort if it's not available when you book. I have always had my waitlisted requests come through - not to say it always happens but I'd say there's a high chance. And all the resorts are great. I have enjoyed trying them all out - so don't get too caught up on one in particular - you have about 50 years to enjoy each one!

And your wait time for MS is not typical - In all the calls I've made I think 10 minutes is the longest I've ever waited. Occasionally I have a hard time getting on the website - but honestly - there's not usually an emergency situation that can be cured by any information on their website. I think when compared to other timeshare companies (we also own Starwood) it's MUCH more customer service oriented. If you look at it for what it is - prepaid vacations which end up costing you 25-50% off rack rates for better accomodations - and not constantly expecting special treatment - you'll enjoy your membership a lot more. I consider it to be the best thing we've ever bought.

 

[Mickey'sApprentice]

So we just got our first maintenance monthly bill, and it parallels some disappointments I have as a new (bought 1/2/08 on the Magic) DVC member:

1. I booked a trip three weeks ago and the website still doesn't show my reservation made with a combination of developer and regular points.

2. Getting into anything but OKW or SSR was nearly impossible and the family was disappointed that we could not get into our home resort AKV on our first trip in June.

3. The sheer number of times I have sat on hold for the reservation line, hit a down DVCMEMBER website, or have hit busy signals. It seems like they have exceeded the capacity given that this is positioned as a premium product.

We purchased 320 points with cash for an October use year -- this changed from the time we signed to the time we closed.

I am normally not a complainer and it takes a lot to push my dissatisfaction button, but when I waited on the phone for 47 minutes recently to only have them tell me that "no, we cannot yet confirm your reservation" made weeks ago is irritating. I am waiting to book my flights pending this and in the interim, availability has shifted some as well. Argh.

Is this a typical experience? If so, we might be selling this points in a year or two when it is economically viable.

Thanks for letting me vent.

It sounds like you are having a bit rougher time than I have experienced. We were even lucky enough to get a combo of std/bw view at BWV four months out. AS pp said, developer points is part of the hang up. 45 minutes for a reservation is extreme, and I didn't realize June was bad. We love January. It sounds like you need to speak with a supervisor.

Here is some pixie dust.
Good Luck!

 

[crisi]

Jim: DVC is a premium timeshare product, but it is still a timeshare. It can save you money on vacations over time, but the cost of this saving is often the need to spend more of your TIME in securing those vacations, especially if you are neither flexible in your dates or choice of resorts.

I think this is very important to realize. If you thought you were getting Disney CRO accomodations and service, you are setting yourself up for disappointment. DVC is a darn nice timeshare, but it operates as a timeshare, that means occupancy is always high.

DVC is sold to be 95% booked. With as many developer points as are flying around right now, booking is happening faster and faster. I think things will setting down when (if) the developer points incentive stops, but as long as its there, those seven month windows are going to be tough.

 

[LisaS]

Another bit of advice: if you are calling to check on a reservation (rather than make one) call in the afternoon. MS is most busy in the morning and the wait times are longer. Try mid-afternoon eastern time.

As others have said, only a small portion of AKV is open at this time so there is a lot of competition for very few rooms once the 7-month window opens. It will become easier when more of the resort is open and especially when you are able to book during your 11-month window.

 

[disneynutz]

So we just got our first maintenance monthly bill, and it parallels some disappointments I have as a new (bought 1/2/08 on the Magic) DVC member:

1. I booked a trip three weeks ago and the website still doesn't show my reservation made with a combination of developer and regular points.

2. Getting into anything but OKW or SSR was nearly impossible and the family was disappointed that we could not get into our home resort AKV on our first trip in June.

3. The sheer number of times I have sat on hold for the reservation line, hit a down DVCMEMBER website, or have hit busy signals. It seems like they have exceeded the capacity given that this is positioned as a premium product.

We purchased 320 points with cash for an October use year -- this changed from the time we signed to the time we closed.

I am normally not a complainer and it takes a lot to push my dissatisfaction button, but when I waited on the phone for 47 minutes recently to only have them tell me that "no, we cannot yet confirm your reservation" made weeks ago is irritating. I am waiting to book my flights pending this and in the interim, availability has shifted some as well. Argh.

Is this a typical experience? If so, we might be selling this points in a year or two when it is economically viable.

Thanks for letting me vent.

Jim Jim Jim, been there, done that. You are not alone.

1. Developer points don't belong to you so they don't show up in your account. The reservations made with developer points also do not show up. Member Services is currently 3-4 weeks behind in processing developer points.

2. June is busy. You need to book AKV between 7 and 11 months ahead. Things should get a little better when the new building opens up.

3. Member Services has long hold times during the bookings for the preferred times of year. 11 months before Christmas, etc. Since we the Members pay for Member Services, I guess I would rather have a longer wait time during the rush period than have Advisers sitting around doing nothing the rest of the year.

What changed from the time you signed until the time you closed? Your UY?

I know that October sold out last month. We bought 250 additional Oct AKV and almost didn't get our UY. I think that they try to satisfy add-ons first. Our contract was delayed a week while they found additional points.

 

[Deb & Bill]

Jim, the good news it that you do have a reservation. Possibly at OKW or SSR, two very nice resorts. We'll be home at OKW the second week of June, so we'll be looking for you and your family if that's when you are there. Both OKW and SSR are so very nice. OKW has the largest villas and more real beds per square foot. SSR has the privilege of being easy walking distance to DTD, but it has a world class spa on site. And you can get a discount on several of their packages.

 

[marynvince]

We bought in Sept. with an April UY. Made my first reservations for SSR in oct. for 2, 2 bedroom units for Jan, Marathon week. No problem. I actually messed up the dates and when I called in December to 'fix", while there was no availability, they were able to change for me. Great Customer Service. I made my second reservations at the 7 month mark for mid june at Hilton Head, a 2 bedroom and a studio. Called day by day, got though immediately and got all the dates I wanted. I can't say enough good things about DVC or MS. Read the boards, take advantange of the knowledge that is here.
Good Luck, Vince

 

[Chellymouse]

We just bought in recently as well and had some unexpected life events happen, but we were able to use our developer points in Aug and book for Dec at SSR, got the villa size we wanted and no problems. I was on hold with MS for about 5 minutes, but I called first thing in the morning when they opened. My Aug ressie hasn't shown up yet, but MS said because it was with developer points, it may take several weeks, but they were mailing me a confirmation. I am waiting on that to call back to book my ME. Sorry to hear you are having some issues! Hope things work out!

 

[Dean]

If you can plan 11 months out and reserve day by day you will be fine except for things like AKV concierge. At 7 months out it's getting increasingly harder at 7 months out even for SSR and OKW at times. If you can't plan that far out I suspect you're not going to be happy with your DVC ownership from the tone of your post.

 

[lagunn]

We bought in Sept and booked @ 11 months for AKV no problem Booked @ 7 month window and got a standard view BWV no problem.(with developer points). Have nothing but praise for everybody involved in my bookings ..
The longest i was on the phone was 10 mins..

 

[funatdisney]

Jan is also the month where members with a June UY must bank any points not used from the previous year (the four month rule?). Just another reason to have members call in the month of January. (Anyone-please feel free to correct me!)

 

[macosx]

3. The sheer number of times I have sat on hold for the reservation line, hit a down DVCMEMBER website, or have hit busy signals. It seems like they have exceeded the capacity given that this is positioned as a premium product.
...
I am normally not a complainer and it takes a lot to push my dissatisfaction button, but when I waited on the phone for 47 minutes recently to only have them tell me that "no, we cannot yet confirm your reservation" made weeks ago is irritating.
...
Is this a typical experience? If so, we might be selling this points in a year or two when it is economically viable.

Thanks for letting me vent.

Similar recent experience here. Long hold times and down website has been the norm the last month. They made some changes to the public web site as well as DVC and they're working thru the problems and growing pains. Unfortunately, we're the guinea pigs. The problems on their web site along with lack of functionality to do some things yourself compounds the problems.

For example, I could spend a minute typing in a dozen names myself on the web site, but no can do. I spend over 5 minutes just dictating names to MS during that reservation. Someone else probably waited 5 minutes because of that delay, and the effect cascades, so it's likely a dozen people had to wait an extra 5 minutes throughout the day just for that one task.

Another example was simply trying to pay annual dues online. Now this is a feature that was supposedly working, but no go again; some problem on their web site. Another unnecessary call to MS taking valuable time away from other who really need the handholding.

Finally, a good online reservations system would be ideal, but when I suggested the matter, the fellow I spoke with had no clue as to why it wasn't possible, putting up one stupid reason after another for not allowing it. The worst one was supposedly people would somehow tie up more reservations with some sort of new 24 hour hold (that he probably made up) that doesn't exist in the current system. We've only got so many points to make reservations, and there's no difference how the reservation is actually entered (as the airline and online travel agencies have figured out).

 

[JimV]

I do understand.

After reading all of your posts, the most important change-of-mind for me is to realize that I am not dealing with a high-end travel and destination company, but a real estate/timeshare company that happens to manage a set of premium destinations.

Yes -- the website could be better, but then we would be complaining about people pre-reserving the best rooms and how we have to have certain strategies to do what we want to do online.

Yes -- the use of developer points have skewed the world, both from a demand perspective and a reservation management perspective.

Yes -- member services is overwhelmed with trivia (managing MF, simple confirmation phone calls, information, etc.)

And, given that there is a subset of DVC owners that will really obsess the details (The OCVPD [Obsessive Compulsive Vacation Planning Disorder] folks -- you know who you are]), not having full transparency and current data online means there are many calls...

I also understand that making a reservation only 4 months ahead is a little dicey. That's why we ended up at OKW. I would just like to get into AKV for two nights at the end of the trip, and I have not been able to stay on the phone with DVC member services long enough to see how I can do that (work always seems to get in the way ).

So I will learn, and find a way to use my 320 AKV points every couple of years for my family.

And with that...

I am done whining.

 

[tomandrobin]

Jim

Hang in there! It gets much, much better.

The developer points are a pain in the "back end". They need to be processed manually. (Which amazes me in this digital age)

AKV is only 25-30% complete. Availability will get much better as the resort opens new rooms.

I guarantee that your next trip, if planned and booked in the 11-7 month window, will go alot smoother.

Tom

 

[macosx]

Yes -- the website could be better, but then we would be complaining about people pre-reserving the best rooms and how we have to have certain strategies to do what we want to do online.
...
I also understand that making a reservation only 4 months ahead is a little dicey. That's why we ended up at OKW. I would just like to get into AKV for two nights at the end of the trip, and I have not been able to stay on the phone with DVC member services long enough to see how I can do that (work always seems to get in the way ).

Blaming "the Computer" or "the Internet" is easy, but it's just another system in their business and depends entirely on how the system is setup. "Opening up" their system to online bookings can be done right or wrong, and I expect DVC can figure out how to do it right. There would be concern that online reservations take priority over phone reservations (at least initially). So, give phone priority when booking windows open by delaying online booking windows by a few days or weeks (just clearly state so). Disney seems to want to avoid full transparency on availability, and even the agents don't seem to have an efficient method of finding open dates other than looking day-by-day. Compare that to travel sites that give you hotel and airline schedules and prices, sometimes multiple properties/airlines. In any case, throttle the online requests by by allowing 3 specific requests each day or 1 auto-confirmation would not provide any more information, yet probably take care of a majority of routine simple requests. They can probably ease up quite a bit (10-20 requests, 3 confirmations) and still not encourage data scavengers who can still use the phone to achieve the same thing. Online systems have their problems, but there are also sensible solutions. They have to be easy enough to use, take care of some business, and relieve the congestion on the phone. Right now, dvcmember.com is like an ATM machine that can only tell you how much you have in your account. There's so much more reasonable functionality that can be added that helps everyone.