NO MORE free valet parking for DVC members.

[TLSnell1981]

The emails and satisfaction team conversations are intended to patronize while making you think they were really doing something.

Yes they are and that irratates me as much as not being informed in advance (discontinuation of free valet). Do they really think we're that stupid?

 

[JimC]

...As for the different question of how I would have handled this, I've said several times we don't have the information. Ideally would have been to make the decision with lead time, send out info to the members, post it on the website, even get it in the DF prior. This was not done which suggests this was an overnight change OR multiple people dropped the ball. However, even if it were something that had to change that quickly and there was no other choice, I think one can still fault them for their approach and handling of the matter. If I'm in charge and this decision has to happen tomorrow and I find out today, everything else stops. IT is working late and coming in early to get the web page ready for a change and that change is front and center highlighted, etc. Management is working late and coming in early to make sure it's the way we want it. We make sure we have the MS supervisor on the phone letting them know where we stand and as soon as final decisions are made, that we let that supervisor know what is done, an idea of why, how to phrase it, to pass it down to the front lines and what to expect on the website.

In addition, I'm looking for a way to delay the implementation by 2 weeks even if I have to take it out of reserves or raise fees next year to cover the short term overage. I would also want to get a basic summary of the process. Something like the following:
BTW, I would have taken a similar approach to the reallocation giving a summary of specific numbers. IMO DVC really let the members down on the two AKV room issues and potentially in this case as well by HOW they handled it even if the decision itself was appropriate.

Agree. It is not that hard to call all hands on deck, get a communication put together and emailed to all members, along with a special notice pop-up on the web-site and a news release to all the major Disney related groups asking them to post a notice. This can literally be done overnight. Disney, a company known for guest service excellence and attention to detail, should know this. Now are they stretched too thin with cutbacks or do they not understand communication?

 

[Dean]

My reply was more directed to a PP who came "home" and was forced to pay for valet because the public lots were all full. There was some sort of event going on, and the lot was filled with cars of people who were not staying at the Boardwalk. If they are making valet a $12 fee, they should have an option for those of us that don't mind walking, not filling up the free lot with outside guests.

They arrived and were told "there is no free parking". We don't have valet parking at home, but we do have a place to park at home. Seems that DVC should have given members some warning, we already rented a car and are coming "home" in a few weeks, probably too late to get in on Magical Express.

It also makes us wonder what's next, and how much warning we'll get.

If I were staying at that resort and there were no parks even across the street, I would be unhappy. OTOH, just visiting does not mean one is automatically entitled to parking, free or otherwise. I know I've been directed across the street or to valet on a number of occasions when not staying at the resort but visiting. The only resort that consistently has been a problem for parking is CR where valid PH did not qualify one to park there. I found your statement odd, maybe I did take it out of context but I couldn't figure out the context other than this thread itself.

OK, let's continue along that line. Let's put coin meters on the washer/dryers, why should I have to pay for those if I'm not using them? How about the pools, do like they did at BLT and put a fence around it and you need to have a room key to get in, if you haven't paid the pool use fee you can't get in. Remove the DVD players from the rooms, I've never used one, if you need one you go rent one at the front desk.

Sorry, but I'm from the I'm willing to pay more every year to keep the features/perks that were provide when I purchased DVC group.

A lot of places do charge for laundry. It's fact that every system must draw a line and offer some items for free or nearly so and some pay to play. Some, like free internet, are very cheap to offer to everyone and be figured in the dues but significantly more to do pay to play. A pool, balcony furniture, kids area, lifeguards, pool towels, bell services are among things that many resorts provide and would generally be difficult to do pay to play or do without though there are many resorts that don't have bell services and some that don't offer pool towels. Add to the fact there are industry standards and DVC is expected to meet many of those and they do include things like DVD players, flat screen TV's, dishes and the like. The industry standard is not to have valet for timeshares and certainly not free valet with limited exceptions. This is a very reasonable perk to do pay to play and a very unreasonable one to ask others to pay for.

Then let's go this route

Magical Express and Property Transportation. I always rent a car - so I rarely use the bus systems at WDW. I propose that goes to a pay per play plan

Disney pays Mears for ME and since I am not using that then they could use the ME fees they saved on my party of 5 and apply it to my valet fees...

A price quote from mears show that it costs $151 RT for my family from the airport...I could valet for 12 days and they would still be ahead. That doesn't include the fact that they don't have to have someone pull my luggage and transport to the resort as well.

Disney, not DVC, gets benefits from the ME and that is why they cont to provide it for free. It traps people on property, it is not a perk of DVC and it has not always been free.

Next time I am there I will ask if the tips are pooled.

There are several ways to share tips for such positions including valet and bell services. One way is to pool them, another is to rotate who goes each time but they keep what they get, the end effect is the same and essentially a pooling of tips. There are other hybrid methods as well.

 

[Dean]

Is there a way to go higher up the chain?

I posted some suggestions earlier in this thread. There's anyone of a number of VP types esp the CFO, there's the Prez, there's the voting rep, there's the option of examining the books and contracts by appt as required by FL law, there's the option of a lawyer and there's the option of talking to the GM at each applicable resort.

Yes they are and that irratates me as much as not being informed in advance (discontinuation of free valet). Do they really think we're that stupid?

I'm sure they don't think we're stupid but what choice do they have at this point, the answer is NONE, BTW. DVC members for some reason think more than about any other group I've seen that they can complain and change decisions that have come through the pipeline. Sure sometimes things will change like the BLT minimum purchase was changed back to 25 points but that was a no brainer IMO and one that had legal implications for new buyers. Same for the reversal of the decision to allow OKW members to borrow points from 2000 to use for free passes in 1999 and the agreement to cut future fees for OKW owners who did not extend, both examples of legal challenges that they knew they could not win. Same should have happened for the extension as a special assessment, another one they could not have won had anyone challenged it. BTW, does anyone know of even one example of a member who didn't extend being limited on their membership or having a lien place on their ownership?

Now are they stretched too thin with cutbacks or do they not understand communication?

I don't know but it does bother me. Is it a sign of things to come, I don't know. The handling of the AKV rooms also bothers me for the same reasons. Disney has always been reactive and often not proactive with such matters. I find it insulting that they don't agree to a standard compensation when one might be appropriate and that one person is able to get more than the next (who may get nothing) simply because they called earlier or yelled louder. One weekend night's points return on a less than a week stay for the BWV refurbishment move (as one person who given)was inappropriate for DVC to agree to, period. It as a gross overpayment for the inconvenience at hand. Some others similarly affected got nothing. However, to be plucked from an AKV concierge room and given a SSR room with simply the return of the points difference and nothing else, was even more inappropriate. It is not difficult to work out a general policy on such matters and to implement a specific plan when multiple members are sufficiently inconvenienced. Consistency is always better in the long run for both the system and members.

 

[stormer]

I know this has probably been posted, but I don't have time to read through all 42 pages. Can someone post the e-mail address to send a complaint to? Thanks.

I am not happy about this either. We stayed at Kidani in August (our home resort) and self parked easily the first 4 nights of our stay. Then they opened another section of the building and it was chaos! We were not able to self park again for the next 8 days and nights of our trip. No matter when we tried, morning, afternoon, or night, it was completely full and had to valet the rest of our trip. I will not be able if there are no spaces availbale and I have to pay 412 to park.

 

[JimC]

I don't know but it does bother me. Is it a sign of things to come, I don't know. The handling of the AKV rooms also bothers me for the same reasons. Disney has always been reactive and often not proactive with such matters. I find it insulting that they don't agree to a standard compensation when one might be appropriate and that one person is able to get more than the next (who may get nothing) simply because they called earlier or yelled louder. One weekend night's points return on a less than a week stay for the BWV refurbishment move (as one person who given)was inappropriate for DVC to agree to, period. It as a gross overpayment for the inconvenience at hand. Some others similarly affected got nothing. However, to be plucked from an AKV concierge room and given a SSR room with simply the return of the points difference and nothing else, was even more inappropriate. It is not difficult to work out a general policy on such matters and to implement a specific plan when multiple members are sufficiently inconvenienced. Consistency is always better in the long run for both the system and members.

They may need to have an exec in charge of DVD (expansion and sales) and a separate exec, at an equal level, in charge of DVC (operations and member satisfaction). DVD is undergoing what appears to be a major expansion and DVC operations are becoming much more expansive and geographically dispersed.

Disney has undergone major operating reductions to mitigate the revenue shortfalls brought about by a combination of heavy price discounts to keep people in the parks and overall lower leisure spending. These have to affect DVC operations as they share resources with other departments. DVC is also probably dealing with substantially higher default rates on dues.

 

[Dean]

I know this has probably been posted, but I don't have time to read through all 42 pages. Can someone post the e-mail address to send a complaint to? Thanks.

I am not happy about this either. We stayed at Kidani in August (our home resort) and self parked easily the first 4 nights of our stay. Then they opened another section of the building and it was chaos! We were not able to self park again for the next 8 days and nights of our trip. No matter when we tried, morning, afternoon, or night, it was completely full and had to valet the rest of our trip. I will not be able if there are no spaces availbale and I have to pay 412 to park.

Including the outside lots?

 

[Dean]

They may need to have an exec in charge of DVD (expansion and sales) and a separate exec, at an equal level, in charge of DVC (operations and member satisfaction). DVD is undergoing what appears to be a major expansion and DVC operations are becoming much more expansive and geographically dispersed.

Disney has undergone major operating reductions to mitigate the revenue shortfalls brought about by a combination of heavy price discounts to keep people in the parks and overall lower leisure spending. These have to affect DVC operations as they share resources with other departments. DVC is also probably dealing with substantially higher default rates on dues.

Usually less is more with admin type but the top must require accountability from below and must provide the appropriate oversight and direction. IMO, DVC could and should have handled many of these issues mentioned better, period. However, it's clear there's no way to satisfy the members and it appears DVC has simply given up in many of those areas (take room requests) which is a shame as there's so much potential in the system to excel.

 

[stormer]

Including the outside lots?

Yes. The valet guy told us there were all employees staying there as a kind of test stay and they hoped the situation would be better when "regular" guests stayed there. I guess they are assuming many guests will use ME and not bring their own cars.

 

[Doctor P]

The reply I got from the "satisfaction" people on the valet parking issue was insulting, IMHO. It never addressed the issues I raised of inadequate self parking or use of the lots for theme park access. I have no issue with the removal of the valet parking perk (though we used it many times) as long as there is adequate self parking that is convenient even if one is schlepping luggage.

 

[Mickey'sApprentice]

My response wasn't in relation to the notification but rather the response system and method to those complaining. A company has to be very careful what goes out, what gets put in writing, etc. That's one of the reasons they either call you or suggest you call them with many of the email questions. And they do limit who they allow to send such information. The emails and satisfaction team conversations are intended to patronize while making you think they were really doing something. I'm not saying there's anything wrong with that, it's standard issue when a difficult decision has been made and damage control is ongoing and they will collect the data on the complaints to review but they knew there would be complaints.

As for the different question of how I would have handled this, I've said several times we don't have the information. Ideally would have been to make the decision with lead time, send out info to the members, post it on the website, even get it in the DF prior. This was not done which suggests this was an overnight change OR multiple people dropped the ball. However, even if it were something that had to change that quickly and there was no other choice, I think one can still fault them for their approach and handling of the matter. If I'm in charge and this decision has to happen tomorrow and I find out today, everything else stops. IT is working late and coming in early to get the web page ready for a change and that change is front and center highlighted, etc. Management is working late and coming in early to make sure it's the way we want it. We make sure we have the MS supervisor on the phone letting them know where we stand and as soon as final decisions are made, that we let that supervisor know what is done, an idea of why, how to phrase it, to pass it down to the front lines and what to expect on the website.

In addition, I'm looking for a way to delay the implementation by 2 weeks even if I have to take it out of reserves or raise fees next year to cover the short term overage. I would also want to get a basic summary of the process. Something like the following:
BTW, I would have taken a similar approach to the reallocation giving a summary of specific numbers. IMO DVC really let the members down on the two AKV room issues and potentially in this case as well by HOW they handled it even if the decision itself was appropriate.

I totally agree with you. I would have wanted to handle this in the exact same way that you suggested.

I originally thought you were saying that Disney handled the whole thing appropriately, and that it was best to just get the complaints after the fact. Thank you for clarifying.

 

[Sammie]

This was not an overnight change, but DVC member services and management at DVC resorts and even the member satisfaction team got the notice on the day it started. No advance notice for them either. Also as far as the member satisfaction team giving canned responses they give what they are told. They don't know any more about what happened than any of us. What they do know is what they share with the membership when you complain.

Someone up the food chain decided it was not in the best financial interest of DVC to continue to pay for this service when the current contract with Mears expired, they have been covering the cost and did not feel that the current membership would support it being covered by our dues because based on their research not enough members use the service to warrant everyone paying for it. Which is also what happened with the $95 surcharge, let those using it pay.

I have a feeling the mess with releasing info about Eagle Pines then it being pulled makes them very cautious. Also many CMs are DVC members and there could be times it would be beneficial to them as a member to get info before the rest of us; which would not be fair.

 

[waltfan1957]

Don't assume that members were paying anything for valet in the past. Removing the perk probably will not have a positive impact on dues, but continuing it definitely would have had a negative impact.

Did'nt someone from MS say it was included in the dues?

 

[Dizholic]

We are here at the Boardwalk right now, and parking is REALLY bad!!! We checked in Thursday night around 7pm, and my husband said he thinks he got the last spot in the selfparking lot right near the bus stop. Last night we came back from DTD around 8:30, and had to park across the street in the over flow lot. Now just let me say that we always come at this time of the year, and rarely used Valet parking because during the Food & Wine Festival, especially on the weekend, it took forever to get our car.
As an owner of the Boardwalk, and a guest at the hotel I felt that parking across the street in the overflow lot was unacceptable, and I very nicely told a hotel manager how I felt. I told him I knew this was the first week of charging for Valet parking, and everything was turned upside down, but that I hoped in the future they would have a better plan for parking.
I don't mind self parking, but I do mind leaving the hotel ground to do it. Maybe they need to park the valet cars across the street. I don't know what the answer is, but they do need to fix this parking problem, and the manager that I talked to totally agreed.

 

[Dean]

The reply I got from the "satisfaction" people on the valet parking issue was insulting, IMHO. It never addressed the issues I raised of inadequate self parking or use of the lots for theme park access. I have no issue with the removal of the valet parking perk (though we used it many times) as long as there is adequate self parking that is convenient even if one is schlepping luggage.

They can't do anything else and if you'll think about it, you'll understand why. Just like if you were dealing with a student about a problem, you'd have to be very careful how you do so and esp with what you put in writing. Or look at it another way, say you told your teen they couldn't do some activity, would you do a back and forth about every objection they raised. I wouldn't, I'd ask them if they want to know why I made the decision and if they said yes, I'd tell them, then if that didn't settle it, discussion time is over and the rule still stands.

This was not an overnight change, but DVC member services and management at DVC resorts and even the member satisfaction team got the notice on the day it started. No advance notice for them either. Also as far as the member satisfaction team giving canned responses they give what they are told. They don't know any more about what happened than any of us. What they do know is what they share with the membership when you complain.

Someone up the food chain decided it was not in the best financial interest of DVC to continue to pay for this service when the current contract with Mears expired, they have been covering the cost and did not feel that the current membership would support it being covered by our dues because based on their research not enough members use the service to warrant everyone paying for it. Which is also what happened with the $95 surcharge, let those using it pay.

I have a feeling the mess with releasing info about Eagle Pines then it being pulled makes them very cautious. Also many CMs are DVC members and there could be times it would be beneficial to them as a member to get info before the rest of us; which would not be fair.

As I said, we don't know, we are only making assumptions and many are simply reacting emotionally. Certainly you don't want to give information to people that could easily leak it when you don't want it to be leaked including MS and the guides. That's one of the reasons we often know info here before most of the guides do. I'd like to believe that appropriate DVC management didn't know and plan to do it this way on purpose, if I felt that way the case I'd very likely plan to sell most or all of my points. This would not be a punishment to them but a personal decision of where I want to go and what I want to spend my money on.

 

[Doctor P]

They can't do anything else and if you'll think about it, you'll understand why. Just like if you were dealing with a student about a problem, you'd have to be very careful how you do so and esp with what you put in writing. Or look at it another way, say you told your teen they couldn't do some activity, would you do a back and forth about every objection they raised. I wouldn't, I'd ask them if they want to know why I made the decision and if they said yes, I'd tell them, then if that didn't settle it, discussion time is over and the rule still stands.

As I said, we don't know, we are only making assumptions and many are simply reacting emotionally. Certainly you don't want to give information to people that could easily leak it when you don't want it to be leaked including MS and the guides. That's one of the reasons we often know info here before most of the guides do. I'd like to believe that appropriate DVC management didn't know and plan to do it this way on purpose, if I felt that way the case I'd very likely plan to sell most or all of my points. This would not be a punishment to them but a personal decision of where I want to go and what I want to spend my money on.

I agree with you, Dean. Even one line that said "your concerns are noted and will be brought to the attention of management" or some such phrasing would have satisfied me, frankly.

I'm very concerned that IT APPEARS that DVD pays for self parking associated with the new units they build at hotel based resorts, but that parking is not dedicated to those units. I am concerned about the valet parking issue as the tip of the iceberg on the larger issue of inadequate parking for resort guests at these resorts.

I would add that putting dedicated luggage carts near the villas self parking areas (ala DVC Hilton Head) might also go a long way to alleviating my concerns.

 

[Chuck S]

Yes. The valet guy told us there were all employees staying there as a kind of test stay and they hoped the situation would be better when "regular" guests stayed there. I guess they are assuming many guests will use ME and not bring their own cars.

That is pretty normal during the week right before a new resort opens. The employees kind of test out the rooms and report any problems that only someone who actually spends the night in a room may find, vs someone who does a walk through inspection.

 

[Dean]

That is pretty normal during the week right before a new resort opens. The employees kind of test out the rooms and report any problems that only someone who actually spends the night in a room may find, vs someone who does a walk through inspection.

Cruise lines usually do this also. Not sure if DCL did or if they will for the two upcoming ships. Sometimes they cruise, sometimes they just sit at the dock depending on specifics.

would add that putting dedicated luggage carts near the villas self parking areas (ala DVC Hilton Head) might also go a long way to alleviating my concerns.

I love having luggage carts and I do not want people messing with my things. That's why I avoid valet and bell services whenever possible and enjoy not having housekeeping. I'm not so far out that I can't do any of them but I MUCH prefer not to. However the reality is that if they went this route they would likely do away with bell services or at least trim it dramatically.

 

[Chuck S]

Cruise lines usually do this also. Not sure if DCL did or if they will for the two upcoming ships. Sometimes they cruise, sometimes they just sit at the dock depending on specifics.
I love having luggage carts and I do not want people messing with my things. That's why I avoid valet and bell services whenever possible and enjoy not having housekeeping. I'm not so far out that I can't do any of them but I MUCH prefer not to. However the reality is that if they went this route they would likely do away with bell services or at least trim it dramatically.

Plus, unmonitored luggage carts could cause problems. Who would be "responsible" if a stray cart slammed into a car or injured someone because kids were playing with it? Disney seems to be a place where parents forget they actually have children. There is a reason Disney restricts the use of lugguage cart to bell services. They aren't giant skateboards.

 

[Dean]

Plus, unmonitored luggage carts could cause problems. Who would be "responsible" if a stray cart slammed into a car or injured someone because kids were playing with it? Disney seems to be a place where parents forget they actually have children. There is a reason Disney restricts the use of lugguage cart to bell services. They aren't giant skateboards.

I don't think that's a major issue though I guess it is one factor. I have had a lot of experience with luggage carts over the years and I prefer them. The issues you raise are controllable and minimal, IMO. As a rule you want to either have luggage carts for guests or bell services, both make non sense for most situation. However, the setup of most DVC resorts are not especially conducive to the use of carts. AKV is and maybe SSR and OKW. VB has a few and I think HH does as well. The rest really aren't set up for cart to be a good fit to varying degrees. For Kidani they could do away with valet totally and really cut back on bell services and have carts. SSR & OKW have a streamlined bell system already just without valet and without the carts which they should have given the setup of those 2 resorts.