questioning my membership

[timC]

Your questioning your membership in part because someone forgot to as "Welcome home"? Give your head a shake. They're only 2 words.

Disney should never have started this... Particularly at VWL where there more non-DVC guests than members, I'm sure it's difficult for CM's to keep on to of this. It's probably an annoyance in their process. With member expectations set higher than regular guests, and as veteran guests we probably work the system more, we're probably a more of a pain to deal with than a regular guest.

Give'em a break.

 

[Maistre Gracey]

Well, since nearly everyone here has bad experiences with the WL front desk, I would like to say: My family and I have always been treated with utmost courtesy at the WL front desk. We have never encountered any problems, or rude Cast Members.

Please remember that all Cast Members receive the same Disney training (Traditions & legends??? or something like that), and I highly doubt that all the bottom end Cast Members filter down to the lowly Wilderness Lodge.

MG

 

[jaysue]

Originally posted by timC
With member expectations set higher than regular guests, and as veteran guests we probably work the system more, we're probably a more of a pain to deal with than a regular guest.

Give'em a break.

I wonder if that is the case timC, the average DVC guest probably does not need the ticket spiel, may not need as much explanation on directions to parks, rooms, resort features etc. Probably knows the gig for check in with identification ready, credit card at hand etc.

I would think DVC members are probably an easier checkin or at least consume less time

thanks
jaysue

 

[Pa@okw95]

Sueg had similar problems and just reported it on another thread. I would say we all have problems with this because of they way DVC has been sold, like I said in the other post,the "poor cousin" attitude seems to prevail in these DVC reosrts that share with the original resort. Another factor is what I saw comming for sometime that being that WDW has become a "value resort" down form its original up-scale resort stature it once had many years ago.

 

[RweTHEREyet]

But, they get fresh towels every morning. They really don't need to take towels to get washed. I think a laundry basket in the studios would be a nice and helpful touch

My statement was aimed at the OP not at your response. You probably thought I was referring to you since my post came right after yours. I agree with you totally that a laundry basket sitting in the closet of a studio would be helpful, not disagreeing that one bit, and I would welcome one too. But I know there is not one in the studio and I take my own fold-up one every time I travel to DVC.

The OP seemed to think that regular guests get better rooms, and I was pointing out that regular rooms are not provided with these either. I believe that if the OP is disappointed with DVC accommodations, then they will be even more disappointed with regular hotel rooms.

Sorry for the misunderstanding, lenshanem.

 

[pkitty]

I just purchased my DVC 2 weeks ago during my visit to WDW. I was staying at POP and let me tell you, considering the large volume of check-ins that they perform during the day all the desk staff was great, upbeat and friendly. I feel that in any service industry you will have individuals who are not suited to there positions but it's when this isn't recognized as being a problem, that you have to look at management as the blame. I know that every day isn't sunshine and lollipops when working at the front desk however guests are the reason that they are there.We are not an interupption to their day but rather, we are their day!!! So if policy states that the guests are greeted with a standardized "Welcome Home" on check-in, as part of there script then really it becomes a quality control issue when it's not done with consistency. It's like "McDonalds" and there "would you like fries with that"scripting, it's second nature and it's part of the job. Let's face it they lay it on thick at the sales centre that you are now staying in luxury accomodations with certain privileges....all of which is true...so if that's the case and you are dissatisfied with the treatment you are recieving during your stay, for sure let someone know.It's alot harder for Managers to disregard what you have to say when you're standing right there as opposed to writing a letter a month after the fact. I think that in our minds we have bought into the "magic" so that when the little things aren't there the magic seems to fade a little. To me it's the little things, the attention to detail.....when they start to slip then how much longer is it before bigger things start to slide.

 

[timC]

I wonder if that is the case timC, the average DVC guest probably does not need the ticket spiel, may not need as much explanation on directions to parks, rooms, resort features etc. Probably knows the gig for check in with identification ready, credit card at hand etc.

Jaysue... I agree with your comments, and I'd put myself into this category. That said, I think there are a number of members who "work the system", room requests that are too specific, complaints about rooms that are not absolutely perfect, "special requests", members not understanding member rules such as T&T days etc... Because we've made large investment, some expect a higher degree of quality and service beyond what is already a high quality resort system.

I may be wrong. I'm going partly by what I see on this forum which is probably not the most accurate reflection of the member population. I'd be interested in other opinions.

 

[Simba's Mom]

In response to all the posters who've said to notify Jackie or the General Manager, although the OP didn't note that he did, I did 2 years ago when I had a somewhat similar experience with Front Desk CMs who'd not only screwed up many times but, more importantly, didn't seem to care or say "I'm sorry". My responses: the Manager, Mr. Carter (I think that was the name) never responded nor did he notify the Front Desk Manager of my complaint. And another DVCer, who had problems, also didn't get any response to his letter of complaint. I did get a call from Jackie, who appologized and was very nice in acknowledging problems. The Front Desk manager at WL also called me, as Jackie notified her-she (the Manager) was very surprised that I'd sent the letter to Mr. Carter too, because apparently he hadn't said anything to her about it. She assured me, as someone here said, that "attitude is everything" and that the attitude of some Front Desk CMs needed and would change (she even seemed to know who I was having problems with!) But things would I can't help but wonder, despite the promise of "change" if things really have. But hopefully this is an isolated problem-for all the complaints I've heard about the CMs at the BWV, I checked in there a few months ago and got one of the nicest Cms ever!

 

[lenshanem]

RweTHEREyet,
I'm sorry too, I didn't mean to cause a misunderstanding between us. No biggie. I was just pointing out something, too.

Because we've made large investment, some expect a higher degree of quality and service beyond what is already a high quality resort system.

timC, I agree. But, then I understand the thought. We DID invest alot to join DVC over the common timeshare. Don't we all want to feel a little "special" since we're DVC members? Like a secret club! LOL If little touches like "welcome home" can add a little magic to our stay and make us feel a little important for making our investment I think that is an OK thing to want.

I don't get this "poor cousin" thing like something else mentioned. I've read comments like this before. I think we are far from poor cousins. We all had to invest a good bit, even those who aren't in the "1000 point and above club".

 

[doubletrouble_vb]

The one and only time I stayed in VWL the front desk CM's seemed distant but were quite efficient. My worst check-in experience was at AKL where it didn't seem anyone wanted to help me. I had a hard time figuring out where to go to even get processed.

In all instances mousekeeping has been outstanding.

As for the towels...I have yet to successfully move T&T but I am surprised at the response given to the OP regarding towels. Obviously you can request an extra T&T and that's what they should have been told.

 

[BEACHCLUBVILLAS]

We stayed at WLV last June and it was the most pleasant check in experience I've had. The room was perfect, clean, nice location, decent view; it met all our requests. The check in staff were freindly. We did wait a few hours before we could check in but other than that...we were tempted to buy an add on at WLV.

I wouldn't hesitate to buy there or stay there again.

 

[jaysue]

Originally posted by timC
Jaysue... I agree with your comments, and I'd put myself into this category. That said, I think there are a number of members who "work the system", room requests that are too specific, complaints about rooms that are not absolutely perfect, "special requests", members not understanding member rules such as T&T days etc... Because we've made large investment, some expect a higher degree of quality and service beyond what is already a high quality resort system.

I may be wrong. I'm going partly by what I see on this forum which is probably not the most accurate reflection of the member population. I'd be interested in other opinions.

Agreed, there is a probably a minority (I hope) described as above

thanks
jaysue

 

[OneMoreTry]

I think the bottom line here is that we should always notify a manager or customer service representative when we have problems. That will help US and THEM.

It would be nice if there were an established, convenient system to give both positive and negative feedback.

I've always found service to be superior at WDW. The few times a CM was surly, the next CM always made up for it. BUt then my standards are pretty low after having flown alot with my family. Some of the treatment I received on airplanes makes me shudder to recall!!

 

[Disney Doll]

I have never checked in at any WDW resort(DVC or not) where I had a terrible check-in person. I have had some that were a bit friendlier, others that were a bit more reserved, none that ever rolled their eyes at me!!!! If they had, I'd have been speaking to the manager immediately, right then and there, with the "eye-roller" present!

As far as the towel thing, it's been that way since day 1, although I do agree that a laundry basket in the studios would be nice. I'd go with the suggestion of calling Housekeeping and seeing if they have an extra kicking around. I also bring an extra bag/backpack usually for souvenirs, so during my trip, if I need to carry something somewhere, I just use that.

I pack Jackie Lueders information in my travel documents on every trip, in the event that I have an insurmountable problem. I am happy to say that thus far (since 1997) I haven't had to use it.

As far as room location...sometimes you win, sometimes you lose. We have had great room locations, and we have had not-so-great room locations.

Sorry you were disheartened by your trip. Perhaps try a differnet resort next time. OKW always gives a "welcome home" so if that is important to you, then try staying there.

 

[goofy4dvc]

I purchased collapsible laundry hamper that I use to put dirty laundry in and take to and from the laundry when staying in a studio or regular room. It takes up no space in your luggage and is so handy. Even if we aren't staying long enough to do laundry, we use it to store dirty clothes until we need to pack for the trip back home. One of the best investments for under $10 that I've made!

 

[SlyHubby]

Kupiecb, let me throw my condolences in as well.

I expect the "Welcome Home" as well. We always, always get it a our home at OKW at the guard shack and then again at the front desk. I was very disturbed when we went to BCV and they really couldn't care less that we were DVC members. I think it has to do with the fact that it is part of the other cash resort and the front desk people don't do or care much about the DVC thing - I think it was probably the same with your WL experience. Is it right - I don't think so.

As far as rolling of the eyes about 4 people in a studio - my response would have been "Is there a problem"? My members guide says 4 people in a studio is fine - are YOU familiar with the DVC rules?

Towels? Think about it a little - there are ways around the problem.

Disney Doll - great that you have never had a bad check-in experience, but we have - the BCV last year. The CM was a trainee, the CM helping her really didn't want to deal with anything that wasn't simple, and we had the bad experience because the CM didn't want to do his job and take care of the trainee at the same time.

 

[thumpersfriend]

I am not a DVC member but it makes me a little nervous if I rent points. Would I even feel more that I couldn't make a complaint because I wasn't even a member?

 

[MiaSRN62]

She looked at me and said all 4 of you are staying in a studio? and rolled her eyes.

Kupiech, sorry you had a less-than satisfactory check-in experience. The eye-rolling was totally uncalled for and should not be tolerated by guests or Members. I hope you write your thoughts down and send them off to the WL and/or MS. I'm a firm believer in acknowleging both the good and bad experiences I encounter. I've written letters at least 3 or 4 times to DVC and my offsite timeshare over the years.

We are not an interupption to their day but rather, we are their day!!! So if policy states that the guests are greeted with a standardized "Welcome Home" on check-in, as part of there script then really it becomes a quality control issue when it's not done with consistency. It's like "McDonalds" and there "would you like fries with that"scripting, it's second nature and it's part of the job.

I agree 100% pkitty Kupiech not getting the "welcome home" greeting on top of the other things was not acceptable. I think if everything else had gone ok, they might not have missed the "welcome" as much.
I've never had a bad experience at the WL (the main resort), but have had less than a warm, fuzzy feeling on occassion. Hope your next visit goes better !

 

[borncinderella]

pkitty, my sentiments exactly!

I will say, I think DVC'ers overall (if this board is any indication) are a very fogiving lot of the check-in process. Sorry, folks, but this isn't a doctor's office where being nice and having a wonderful check-in is just just icing on the cake. Disney ADVERTISES THE MAGIC, and what is the magic if not attitude? Because they advertise it, it is 100% their responsibility to deliver. Every time. Period. I'm not paying Hotel 6 rates here (who, BTW, have always been very polite and helpful to us). At a very minimum: polite, informative, helpful; cheerful and excited should also be a part of it IMO, and these are the only two I forgive their absence if someone is having a bad day. I don't think expecting a kind and helpful (OK, maybe sometimes long -- am I being too fogiving?) check-in process is asking too much. And, having nothing to do with DVC, I just expect this of Disney. So, BTW, will the demand for better service at the front desks increase as the price per point (and room rates) increase.

It sounds like the whole trip was tainted by your first encounter with the front desk, Kupiecb. It is completely understandable that it would color your entire trip to make the known drawbacks of a studio less palatable. My condolences. We had an amazing check in at CBR in February, and it went a long way to helping us tolerate (and, in retrospect, fail to remember) some serious room problems that were slowly fixed during our stay.

 

[DSNY FN]

We like havng the no maid service then we can do the cleaning when we want and not worry about leaving things out in the open not saying they have anyone that would steal something from you but hey sometimes the temptation may occur you never know. As for the laundry think of it this way all the cash paying guests have to go outside to do the laundry and they have to pay to do it we don't we have it free so I can't really complain about that knowing how much it cost us to pay to do laundry when we stayed at Dixie to now getting to do it free I will take free thanks. Hope you next trip is beter maybe it was just one of those lets chock that one up in the to forget about column