NO MORE free valet parking for DVC members.

[DenLo]

I don't bring a car and I'm glad they only charge parking for those who bring cars. Just like you don't pay the airline's checked luggage fee if you don't check luggage.

And who pays for the ME service and the transportation buses between the resorts and park? They are "free" services just like free parking. Will you be glad when they only charge those you use those services?

Disney has always added to their profit at WDW with "nickel and dime" charges. If dropping these charges or eliminating perks will be more profitable then that is what will happen.

The sad part is that Disney could be more courteous and notify DVC members well in advance of expected changes. But courtesy works both ways how many DVC members have been discourteous to CMs over the loss of perks or price increases? I just think that courtesy in general has become passe in the United States whether it is with individuals or corporations.

 

[toocherie]

At first I was annoyed at the loss of a perk, but it really isn't about that, it's about the continued poor customer service from Disney, they used to be a leader running miles ahead of the pack, and they just keep slipping up and their distance is shrinking dramatically. In tough times you enhance your customer service not cut it.

slightly off topic, but also related, was our experience at Disneyland this past weekend. We were amazed by the number of times we were told "no." One of our party ordered a breakfast burrito at a CS place and wanted the eggs left off--No. One of our party ordered pasta somewhere else and wanted a little bit extra sauce--No. We showed up for a lunch reservation for 31 people and the area they were planning to put us had a lingering family finishing their meal--move us somewhere else--No. (That one we fought--and won--because we were decorating tables and setting up party favors. I had to use my "lawyer voice" as my friends call it.) It was just like the easy answer was always "no"--whereas we had always thought that Disney went out of its way to accommodate the customer. In fact, one of our group is a former Disney plaid and was just amazed by what she heard because it was contrary to what she had been trained to do. I will say that the one place "no" did not occur as much was Napa Rose--although even there the chef said "no" to substituting something but the server figured out a way around it (and yes, she got a big tip).

 

[Deb & Bill]

Honestly, I think proprietary info is an excellent reason. We, as owners, are not, nor should we be, privy to all the details of contract negotiations or of the contracts themselves. Honestly, do you know all the inner working of you electric companies contracts with it suppliers for resources or how it may buy pre-generated electricity, even if it is city owned utilityor a co-operative? Or do you just pay the bill every month?

No, Chuck, I don't need all the details of the contract negotiations. But I should be told about what affects me. Even the power company will tell me that my utility bill will be going up in December because of a price raise in coal or natural gas.

 

[crisi]

At first I was annoyed at the loss of a perk, but it really isn't about that, it's about the continued poor customer service from Disney, they used to be a leader running miles ahead of the pack, and they just keep slipping up and their distance is shrinking dramatically. In tough times you enhance your customer service not cut it.

There are a variety of business models. You can be a Mercedes - people will pay more for your brand and customer service and quality. You can be Sam's Club - where you go for a standard, no frills, low price model.

Disney had had a blended model - and they have forever. They've been high customer service - but tiered resort offerings from Campground to Value to Moderate to Deluxe allow them to tier their offerings. And their customer service "magic" has really been in the small touches - like towel animals. Low cost surprises.

In a tough business climate, a company with really high fixed costs like Disney needs to reduce their fixed cost, keep volume high enough at a price high enough to cover the costs. They need to carefully manage their costs. One way to manage costs is to outsource - another company takes some of the risks and you get predictable costing. Plus, Mears doesn't have a reputation as a great employer to maintain, outsourcing valet or housekeeping or whatever has the outsourced company picking up benefits - and I bet they aren't as good as Disney's salaried professional staff. Another way to reduce costs is to standardize. And for Disney standardizing means saying no more often.

It isn't our company (and I say this as a DVC member and Disney stockholder). We are customers. We can choose to buy what they are selling, or we can take our business elsewhere. But we don't have a right to know the details of how they run their business.

 

[CarolAnnC]

slightly off topic, but also related, was our experience at Disneyland this past weekend. We were amazed by the number of times we were told "no." One of our party ordered a breakfast burrito at a CS place and wanted the eggs left off--No. One of our party ordered pasta somewhere else and wanted a little bit extra sauce--No. We showed up for a lunch reservation for 31 people and the area they were planning to put us had a lingering family finishing their meal--move us somewhere else--No. (That one we fought--and won--because we were decorating tables and setting up party favors. I had to use my "lawyer voice" as my friends call it.) It was just like the easy answer was always "no"--whereas we had always thought that Disney went out of its way to accommodate the customer. In fact, one of our group is a former Disney plaid and was just amazed by what she heard because it was contrary to what she had been trained to do. I will say that the one place "no" did not occur as much was Napa Rose--although even there the chef said "no" to substituting something but the server figured out a way around it (and yes, she got a big tip).

I believe DL uses the same system as WDW does - not actually "reservations" but ADR's which give you the next available table. So they don't actually reserve tables for you. Also, I am surprised that they accepted one for a party so large - 31 people for lunch. Isn't this unusual as well?

Anyway, it sounds like they accommodated you nicely. I think your post actually puts a positive spin on Disneyland accommodating you.

Now back to our regularly scheduled program as yes, this is off topic, LOL.

 

[jlewisinsyr]

It isn't our company (and I say this as a DVC member and Disney stockholder). We are customers. We can choose to buy what they are selling, or we can take our business elsewhere. But we don't have a right to know the details of how they run their business.

As a stockholder (I am as well) and a DVC member we are NOT just customers we are owners, we control an interest in the Disney from two perspectives and we should be concerned. Are we also customers, absolutely, but as owners we do have some rights.

In a tough business climate, a company with really high fixed costs like Disney needs to reduce their fixed cost, keep volume high enough at a price high enough to cover the costs. They need to carefully manage their costs. One way to manage costs is to outsource - another company takes some of the risks and you get predictable costing. Plus, Mears doesn't have a reputation as a great employer to maintain, outsourcing valet or housekeeping or whatever has the outsourced company picking up benefits - and I bet they aren't as good as Disney's salaried professional staff. Another way to reduce costs is to standardize. And for Disney standardizing means saying no more often.

I manage a very large budget for my company (Global Fortune 25), I am fully aware of the fixed/variable income and cost concept. That said, service is service, even small touches and forms of pleasant and informed communication go a long way. There are many studies out there (I've read many as part of my job) that actually say dollar of dollar the return on investment for customer service is actually 5 - 10 times greater (depending on industry) then marketing. Disney doesn't seem to have an issue throwing tons of money at marketing while they cut back on customer service initiatives. Its short sighted.

Honestly, I think proprietary info is an excellent reason. We, as owners, are not, nor should we be, privy to all the details of contract negotiations or of the contracts themselves. Honestly, do you know all the inner working of you electric companies contracts with it suppliers for resources or how it may buy pre-generated electricity, even if it is city owned utilityor a co-operative? Or do you just pay the bill every month?

I wouldn't care to know the inner-workings, but I do expect timely notification of changes to any contract, benefit, cost structure that may effect me. I wouldn't pay my mobile phone bill if my rate plan all of a sudden increased for no reason or the company decided it would no longer offer an unlimited texting plan, I would expect an explanation before hand and I would demand a credit to the bill for failure of notification. This all goes back to the failure of Disney to handle customer service, notification to its members and its method for handling complaints. It has little to do with the actual perk itself, but the manner in which it was handled.

 

[crisi]

As a stockholder (I am as well) and a DVC member we are NOT just customers we are owners, we control an interest in the Disney from two perspectives and we should be concerned. Are we also customers, absolutely, but as owners we do have some rights.



I manage a very large budget for my company (Global Fortune 25), I am fully aware of the fixed/variable income and cost concept. That said, service is service, even small touches and forms of pleasant and informed communication go a long way. There are many studies out there (I've read many as part of my job) that actually say dollar of dollar the return on investment for customer service is actually 5 - 10 times greater (depending on industry) then marketing. Disney doesn't seem to have an issue throwing tons of money at marketing while they cut back on customer service initiatives. Its short sighted.

I agree, but neither you or I are Disney management....with your experience you know its never as cut and dried as people on the outside of a decision believe it is and you are probably no more fond of your customer's second guessing your business decisions than Disney is. We have some rights as stockholders, and some as timeshare owners, but they are really limited, and don't extend to knowing the details of their contract decision process.

 

[SuzanneSLO]

I agree, but neither you or I are Disney management....with your experience you know its never as cut and dried as people on the outside of a decision believe it is and you are probably no more fond of your customer's second guessing your business decisions than Disney is. We have some rights as stockholders, and some as timeshare owners, but they are really limited, and don't extend to knowing the details of their contract decision process.

While I don't expect DVC to provide me with notice of a change that might adversely effect me, I would expect that IF I was so affected, I would have the charge removed from my bill. We often stay for at least 10 nights at BWV with out rental car valet parked and might actually use it only once or twice, usually early in the trip. I would have been less than happy to find we had a $96 unexpected charge on our bill if we had happened to valet park on Oct 10 and not picked it up until Oct 18. I am actually surprised that no one on this Board has reported having such unexpected charges removed. -- Suzanne

 

[Simba's Mom]

OK, so I accept that if DVC informed members every time a perk got discontinued, they'd be sending out Emails all the time. Some of the resturant perks have come and gone in the space of a few short months. However, what bothers me about no notification on this one is the length of time we had it as a perk. It seems that when DH and I joined 7 years ago, it was a perk. When you offer a perk for that long, then discontinue it, you owe it to your membership to notify them.

 

[DVCPAT]

However, what bothers me about no notification on this one is the length of time we had it as a perk. It seems that when DH and I joined 7 years ago, it was a perk. When you offer a perk for that long, then discontinue it, you owe it to your membership to notify them.

I agree….but this cut back will actually save me money. On an average vacation, Id easily spend $60.00 to $70.00 on valet tips. In a way, free valet kept us (and our money) on site. Without the perk, I’m more inclined to see what the outside world has to offer. The $60.00 to $70.00 saved in valet tips will actually buy us a dinner off site.

 

[crisi]

While I don't expect DVC to provide me with notice of a change that might adversely effect me, I would expect that IF I was so affected, I would have the charge removed from my bill. We often stay for at least 10 nights at BWV with out rental car valet parked and might actually use it only once or twice, usually early in the trip. I would have been less than happy to find we had a $96 unexpected charge on our bill if we had happened to valet park on Oct 10 and not picked it up until Oct 18. I am actually surprised that no one on this Board has reported having such unexpected charges removed. -- Suzanne

I agree with that. Communication was LOUSY. People who parked under the original terms shouldn't have been charged when they came back, and anyone who parked under the new terms should have been told of the new terms when they parked - AT THE VERY LEAST. Ideally, advance notice should have been sent - at least to owners with reservations for in the near term before a new Disneyfiles could be sent out with the information for everyone.

What I disagree with is that we have a right to detailed information on how or why these decisions were made. And I refuse to believe that it was an inherently bad decisions because I really have no idea of how or why the decision was made. I can speculate - as we all can. But DVC does not "owe" me an explanation of why they decided to build BLT instead of at the Poly or why they reallocated points, or why they bought land in Washington DC when I'd really prefer a ski resort or why the Cirque discount is never around when I need it or why the discount was discontinued on hoppers (which I used) in favor of Annual Passes (which don't do me much good), or why I get shower gel and soap, but no lotion.

 

[JimC]

While Disney can stand behind the statement that perks are subject to change without notice warning it customarily gives; it is a basic courtesy to communicate with members. In an electronic world a simple blast email and posting on the front page of the web-site is not all that difficult to arrange.

 

[DVCBELLE]

While Disney can stand behind the statement that perks are subject to change without notice warning it customarily gives; it is a basic courtesy to communicate with members. In an electronic world a simple blast email and posting on the front page of the web-site is not all that difficult to arrange.

I agree completely!

I wonder if this had happened with the AP discount what the reaction would have been.

To me, the discounts at restaurants are a nice perk but something I consider a transient perk

There are perks that are more substantail such as Valet Parking; AP discount; Magical Express (even if this is technically a Disney perk); free internet; pool hopping. These are perks that I feel deserve proper and sufficient notice.

It is interesting that DVC just didn't start giving free internet one day. They announced that starting on such and such a date, internet would be free. Funny how when giving a perk they can give notice but when taking it away they just stop it with no notice.

 

[DisneyWalker44]

You missed my point. The fact that DVC does not notify members of any other perks being reduced or discontinued does not seem to disturb folks. Why don't you expect DVC to notify you of changes to other perks?

Free valet is the most significant perk we've lost. All perks aren't equal.

But at this point, we can move beyond the discussion of *should* Disney tell us and onto *how* should they tell us. If Disney is going to tell us something important, they should use an effective means. Putting something on the member website is not effective. They've got our email addresses; they want to tell us something; this is an important (and infrequent) enough change that warrants better effort.

 

[DisneyWalker44]

We have some rights as stockholders, and some as timeshare owners, but they are really limited, and don't extend to knowing the details of their contract decision process.

Keep in mind that this isn't the normal corporation-customer relationship. DVCMC works for us. We hire and pay them to make those contract decisions. Those contracts are to spend our money to buy us services.

While I agree we aren't entitled to know *everything,* there is a need for DVCMC to be as open an honest as possible.

 

[DisneyWalker44]

But DVC does not "owe" me an explanation of why they decided to build BLT instead of at the Poly or why they reallocated points, or why they bought land in Washington DC when I'd really prefer a ski resort or why the Cirque discount is never around when I need it or why the discount was discontinued on hoppers (which I used) in favor of Annual Passes (which don't do me much good), or why I get shower gel and soap, but no lotion.

To follow up on my last point - you've lumped together two very different types of decision. Whether Disney - the developer - builds at BLT, or the Poly or DC - is their business. Whether Disney - the management company - spends our money to buy us soap, gel or lotion is very much our business.

 

[Goofy's apprentice]

Haven't read the whole thread but generally agree with the recent sentiments. Emails arrive to encourage us to buy more. They could be used for this communication as well. I know not everyone has an email but at an effort to reach more should be done.

We recently arrived back home from our F&W trip. At BWV, the front desk staff didn't even know the perk was removed. We are no longer using it. We park our rental at the arrival and lug our luggage in, causing congestion at the front. (or strangely have to give it to the valet for the 10 ft walk where he hands it to bell services - as bell serviices can't take it from you at the car). They will soon have to provide spaces for those registering but not using valet like other resorts have.

The communication was bad. The fact that it is just taken away makes it appear that little thought was given to trying to save it (and that may not be the case).

And for Crisi ---OT ---

why I get shower gel and soap, but no lotion

We stayed at BLT last week and recieved shampoo, shower gel, soap AND lotion.....Thought that was really strange, but certainly didn't complain!

 

[Dean]

Did anyone get a response back from their complaints to MS - DVC - I got one back and they used the infamous, "proprietary" information spiel in regards to why they didn't notify guests. They also stated that previous valet was not in any part of our dues.

I didn't care so much about the not included in the dues, but I sent a really pointed and direct letter back to them in regards to proprietary information, and how using that is a cop out to the members of DVC, its in poor taste, poor judgement and does not make up for poor customer service.

At first I was annoyed at the loss of a perk, but it really isn't about that, it's about the continued poor customer service from Disney, they used to be a leader running miles ahead of the pack, and they just keep slipping up and their distance is shrinking dramatically. In tough times you enhance your customer service not cut it.

IF you talk to the front line and middle management people you're going to get the cut and dried answer, patronized and no specific info. That's the way it is, the way it should be and it's unreasonable to expect anything different. So far, from what I can tell, only one person has talked to people high enough to get answers and they seemed to be satisfied with those answers. I haven't because I think it's a reasonable move and a perk that would be inappropriate to share the expense among all owners unless there were MAJOR savings by including the entire group other than just sharing the costs. No one argues the poor communication but as some have noted, it's unreasonable to expect anything differently going forward given the past experience.

 

[andersonsc]

We have only recently joinged DVC and am a little disappointed in having no valet parking. I do have a question though. Some have mentioned how this is fair as all should not be charged for a benefit only some use. What about the bus service from the airport to the resorts? Is this free for DVC members? In doing some looking today, it appeared to be free. We would never use this as we are a family of 6 and need a car to get to the grocery store and prefer a car to the disney transportation. We have always rented a car at the airport. Anyway, my thought is this is a big expense that if free, we are all paying for wheather we use it or not. I would think more people would use the valet then the bus from the airport. Any thoughts...

 

[tink_2007]

Is valet parking free with AP or TIW cards?