Poor Accomodations

[sjpvac]

Has anyone had any luck in getting Disney to refund part of their points for poor accomodations? I stayed at the Petite Auberge in San Francisco in the Concierge Collection after staying at the White Swan the year before and I was told when I made the reservation that the places were essentially the same. When I got there the room was so small that we had to refuse turndown service because with no closets for the luggage we couldn't fit more than two people in the room,(almost kidding!)and the room was in such disrepair (broken blinds, dirty windows, broken TV remote, toilet running), and a sink so small that it ws a nightmare from the start. I immedately called DVC for assistance and was told there was nothing they could do. It was the longest week I ever spent. When I got back home I wrote a long letter requesting half my points back since I had only half a room and was told "sorry." Has anyone else had better luck?

 

[PamOKW]

I think you need to deal directly with the hotel to get any sort of refund. This hotel has a very good reputation but if the room they gave you was sub-standard then they are the ones who "owe" you. Of course, it won't be a "points" refund (unless they can arrange this with DVC) but a regular monetary refund.

However, it is good that you let DVC know of your problem. If others are also given this type of room DVC can remove this hotel from the list of choices.

 

[BobH]

I would hope that Disney periodically investigates the properties it offers through the concierge collection. Does anyone know? I also considered a trip to the San Franciso area and I am glad I read this gentlemen's report. Has anyone else stayed at this hotel? You can obviously have a bad experience anywhere, but I don't believe the whole burden should fall on the DVC owner to fight it out with the hotel management. It was definitely implied in the DVC literature that we were all beng offered vacation alternatives that would live up to the Disney quality we all know. just my thoughts. Sorry to hear you had a bad trip.

 

[brittsmamabwv]

We did a switch thru II for Nov. 2001, when I was booking the ressie, the woman was able to pull files on the requests I had. According to her, when someone does a switch, they send a survey after the vacation and they keep them in files so that other people can get opinions. It did work for me. One file she went into had lousy ratings on a particular hotel in Key West, so I took it off my list.

When you wish upon a star...DVC will take you far...anything your heart desires....will come your way

 

[Mperry]

I did get points back once, but not for II. It was when Hurricane Gordon went through FL and Orlando Intl was closed. Our vacation was cut short one day andI really didn't expect anything.
It was only 8 points, but we were very happy to use them on another trip!

Anyway, my point is, don't give up it is possible. I had to write a sappy letter explaining our situation by the advice of my guide. It worked!!

Good Luck!

 

[Peggy Sue]

When we booked our II exchange to Hawaii (1998 trip) MS asked if we would let them know how we liked the Cliffs Club in Kauai. When we returned we sent them pictures of the villa and a write up of the resort. They sent back a thank you letter and advised they would keep the info on file to share with other members.

Have any of you shared your DVC travel expereince outside of the DVC resorts with MS?

Have a wonderful day!

 

[caverill]

It seems to me that if you have a sub-standard room at any hotel, it should be your responsibility to correct the problem at that time by speaking with the hotel management.

Even though you are staying on points, I believe MS actually ends up paying cash for the room and then selling your "points" through the CRO.

I know that if I have a problem with the upcoming stay I have booked at a CC hotel, I will complain on the spot and very loudly.

Clark Averill

DxL 95
DL 97
Off-Site 98-Courtyard/DD
DxL 00
Joined DVC - Sept 00
BWV - Feb 01
BWV - Feb 02

 

[canals68]

wow

 

[sjpvac]

Thanks to all who were kind enough to respond.
While I agree with the gentleman who said it's the guest's responsbility to complain to the hotel about poor accommodations, when the hotel says there are no rooms left to switch to and the desk clerk agrees that the rooms are so small that she doesn't recommend anyone stays for more than two nights, I get concerned about Disney's quality control.

 

[Firefighter Mickey]

While you may not get any compensation for DVC for the poor quality, I think you really need to provide written feedback to DVC regarding your experience.

My impression has been that Concierge and II properties are supposed to be "the cream of the crop" - if that's not the case, then DVC needs to be made aware of it.