Response from Executive Offices

[Dean]

I wasn't there so can't really answer from that standpoint. It's really hard for me to think of a single room with all these glaring issues and it be made available for guests. But assuming these issues were all there, it's also hard to think one couldn't get most of the maint issues taken care of easily. I can see food in the bed, it shouldn't happen, but it does. And I don't know of a single timeshare where the maids wash all the dishes before a new guest comes in so one should always check that area.

However, any compensation that should be forthcoming, if any was appropriate, should have been taken care of on the spot. While I know it's a major hassle to deal with these things on vacation, it's not appropriate to put them off and then expect compensation after the fact.

 

[Doctor P]

Dr. P dirty dishes and food in the bed is not a minor issue to me add in the other things and it all becomes glaring. Definitely not what is expected of a place calling itself a resort...Definitely not whats expected to be Disney standards. If the dishes are not clean how clean is the rest of the room. Crackers in the bed? YUCK! I would like to move because of that.

Big difference between a sofa bed and a bed, though. I doubt that most of us would be livid if we picked up the cushions of the sofa in a hotel room and there were some Goldfish crumbs. Yes, they probably shouldn't be there, but it also is the kind of "deep cleaning" I wouldn't expect between guests. However, and I have made this point, if the sheets had not been changed, then there IS definitely an issue with this. If the sheets had been changed, then the issue of the crumbs is quite a perplexing one it would seem.

 

[drakethib]

Kind of bites that these things happen but they do at times.

I would call them back and explain your point of view but I am not sure that you will be getting any points back. If it was so bad that you demanded to be moved anywhere (on or off site) I can possibly see where they may give you some kind of credit.

I have had a few issues at different resorts and have found that I get better results bringing it to the attention to the front desk (I see that you did) and if I don't get the issue resolved (I always have), elevate it to the next level.

Whatever happens I hope everything turns out ok for you.

Good Luck

 

[offtheice]

crap happens . you serious about wanting points back or refund?? Guess what happens if that happens .It comes from my pocket . Deal with it.

Sounds a little like you didn't get the entire thing and you are having a bad day!
Yes I am serious about expecting a room that I have reserved, booked and paid for to be ready, clean and in good working order when I arrive on time for my reservation. I would expect the room to be free of other peoples dirty dishes, undetermined liquid stains on the floor and crackers in the pull out bed my child is going to sleep in. I expect to be able to use a working outlet in the bathroom, hang my towel up on the towel bar and close the blinds at night. I would expect that in any hotel I stayed in. I expect that at DVC where I am paying dues and have paid a big chunk of $$$ to stay there. I am not reaching into your pocket-I PAID MY DUES for things to be maintained. I expect that when I go to the desk 10 min after noticing dirt in the bath tub, mold in the toilet and syrup on the silverware that housekeeping would get their butts to the room and clean it or I would be moved to another room. But mostly, I expect people employed by DVC to do what they say they are going do when they say they are going to do it. I expect people to call me back when they say they will. I expect not to wait a month for a canned response from DVC. Oh and I would expect a fellow DIS/DVC'er would not be quite so nasty. I did deal with it AFTER I attempted to calmly fix it when I was there. I didn't ask for a freebie or an upgrade just a clean place to vacation in.

I never have a bad day !! my point was crap happens . To expect any points back because you had bad experience, well like someone else posted here, get in line. Just roll with the punches and remember its a vacation..

 

[RobDoc]

Sorry Doc,

What 3 resorts would you think have lower occupancy rates than OKW? Also I detect a bit of sarcasism in your post? Am I off with that? Resorts track occupancy rates all the time, it isn't unusual. Aslo OR are very important at shared resorts like BCV and VWL because portion of transportation costs are divided up based on this. This is actually how the topic of OR came up at the annual metings. I'm not sure why you are challenging this? Do you have proof to the contrary?

DAVE

I challenged your "facts" because you chastised someone earlier in this thread to get their facts straight before posting and just wanted to see where your's came from.

OKW HAS THE LOWEST OCCUPANCY RATES among DVC Resorts. Lets get the facts straight before we post.

I'd expect that HH, VB and SSR all have lower occupancy rates on an annualized basis compared to OKW. SSR is a DVC resort even though it's last phase is not yet completed and, as such, would count in any such comparison, IMO. HH may be near 100% weeknights in the summer, at Thanksgiving and during a few weeks at Spring Break, but is very empty most weekends (including the summer) and much of December, January and February. VB also has many times when occupancy is no where near filled. I have no data to support these suspicions, but have been told that by several CMs within DVC. I would not present those conversations as hard facts however and will gladly accept verifiable data from any DVC publication as evidence to the contrary.

I'm well aware that all Disney resorts do track their occupancy for any number of reasons (good accounting would likely be the most important reason, IMO), but have never personally seen any of that data in print. (Disney generally does not release any park attendance or occpancy information to the public.)

I attended an Annual Meeting again this year and no presentation of occupancy rates was made. Perhaps one of the other meetings did present hard data showing the occupancy of all DVC resorts, it was not on the agenda at all meetings however.

 

[crisi]

Ok I completely understand that Disney is a seperate company from DVC. BUT DVC as a company needs to keep their members happy to keep up their reputation, keep sales high and retain resale point values. If current members are not happy the word will spread hurting their sales. So it is good business not to give problems lip service and expect that to be enough for the member who felt that they received less than "Disney" service/quality. Just common sence business IMO.

I agree, which is why I think it should be done right the first time. But comping points or giving gifts to compensate for the inconvience does impact our dues, not their profits. And, in my experience, once you start compensating, people start whining in order to get freebies. I think the OP has a case, but I'm not interested in dues going to comp professional whiners.

Even DVC and DVD are different business units with different profit and loss - closely tied at the hip.

I also think people NEED to have different expectations for DVC than they do for the Disney resorts, or they will be disappointed. Its a timeshare, not a hotel.

 

[problemchild718]

You lost all credibility with me with this post. Suddenly you have gone from being a "first time home" visitor according to your post who didn't know what to expect since you said "Keeping in mind that we are used to small hotel rooms and staying at less expensive places, I really don't think I am overly critical." You now have asserted knowledge of EXACTLY how the rooms should and ARE cleaned. Which is it? How did you come by this knowledge

I cleaned hotel rooms during college and have worked at a resort hotel and a RCI condo resort several years ago. Neither of which I could afford to stay at while I worked there.

 

[problemchild718]

I never have a bad day !! my point was crap happens . To expect any points back because you had bad experience, well like someone else posted here, get in line. Just roll with the punches and remember its a vacation..

I'm a trauma nurse-you cannot believe how much it takes to get me upset. I see on a daily basis how stupid most of this stuff is in the "big picture" and how quickly things change. I thought I did roll with the punches when I let it go on the second day of attempting to get it rectified.
I work many hours and wipe ALOT of BUTTS to afford to take my kids on a vacation-I don't want to clean the room myself when I arrive because its dirty.
I also didn't EXPECT points back-which is why I wrote the post in the first place, it was my first trip home and I didn't know what to expect, or fight for.
I came to this forum to clarify what the norm was-so I WOULDN'T be unreasonable or push for more than I should. To tell you the truth, I would have been happy with a CLEAN ROOM and phone call back. Since I spent over and hour trying to change the sheets and clean up the room-I was pissed and had the creepy crawlys for most of the trip-the place FELT dirty to me.

 

[OurDogCisco]

Honestly, I'm really bummed your experience at OKW was terrible. What a way to vacation... I guess, the only thing I noticed about your complaint was that you didn't tell them what you wanted! What did you want?

If I were you and if this is important to you, I'd write back and tell them what you want them to do.

And, I believe you on the dishes thing! Every timeshare I stay in, I end up rewashing the dishes...

 

[3DisneyNUTS]

I agree, which is why I think it should be done right the first time. But comping points or giving gifts to compensate for the inconvience does impact our dues, not their profits. And, in my experience, once you start compensating, people start whining in order to get freebies. I think the OP has a case, but I'm not interested in dues going to comp professional whiners.

Even DVC and DVD are different business units with different profit and loss - closely tied at the hip.

I also think people NEED to have different expectations for DVC than they do for the Disney resorts, or they will be disappointed. Its a timeshare, not a hotel.

See we differ on opinion there. It is alot of effort to get something for nothing and there are two categories of people who do it. Those who are victimized and feel they deserve compensation and those who lie/cheat/sensationalize to get something for nothing. In my experience those who complain usually have a legit complaint compared to the numbers of people who push for freebies. Who wants to come on vacation and have to complain? I know it stinks when I am dissappointed on vacation. It is such a let down.

DVC sells itself as being a premier property where lifetime memories are made. Those images should not include dirty dishes or crumbs in the bed. When it happens it should get more than I am looking into it letter....IMO

 

[3DisneyNUTS]

Also I think of complaints as an opportunity to keep a customer. Unfortunately it will happen that people are dissappointed but it is how the situation is handled on whether that customer stays.

For example after a horrible situation that happened to my 5 yr old son at a chain restaurant I called their headquarters to inform them. Management acted appalled and followed through with having the restaurant manager call me. I explained to him I did not want any compensation I just wanted to inform them of the incident and that we will never return. He offered excuse after excuse. Of course they have lost a customer for life. Instead of listening he kept defending their position he never truely apologized....it happened but was always followed with a "but". Needless to say he tried to 'fix it' with offering to send me gift certs to make me happy.....That was not what I was looking for. I wanted it not to happen to another child. I just told him gift certificates were not what I was calling for. It was almost like he thought I was fishing for a discount rather than listening to my complaint. A simple sincere apology with a plan to prevent what happened from reoccurring would have been plenty. The whole situation was handled poorly on their end and they have lost a customer for life.

This is how DVC needs to look at each complaint. Instead of looking it from and angle of this person is trying to cheat us they need to see what will make that person feel the matter was handled. Like others have posted an email isn't the way to show sincerity.

 

[Trishde]

I am not even going to read anymore of the take it as it is, or deal with it (which BTW costs will go up anyway, I live in Jersey & that is a fact of life)!
DEAL WITH THIS!

I have been going to DW almost every year since '72. Did not stay on grounds until 1992 but my parents were in the parks pretty much every year since '72 until the late 80's.
Me again since the early 90's. When they had the pins for anniversary mine was from 1972 & at that point when they asked I was 26 times there ( can't even count now).
My DH's family although not as much had a camper & did the whole fort wilderness ( I never even got to go to River Country, but besides).
When we got married & had our 1st together he was 2 & we were there twice in one year ( 9 days for the 2nd trip) we wanted the MAGIC, YES MAGIC!!!!!! of having a DISNEYVACATION FOR OUR KIDS!!!
WE have INVESTED in this.
That means if we go on vacation and if there is a mistake, FIX IT! Just like anyone else that goes on vacation.
I just get really frustrated with the deal with it:we INVEST our hard earned $$ for this & this is OUR vacation (for some it is a vacation of a lifetime)
The MAGIC should be there, that is what Disney does & they claim to provide:the MAGIC.
I know friends who have done the college program through Disney & have
supported(and my family) Disney. I am a huge Disney fanatic & have referrred people to the DVC & when those who do not believe, have turned them over & those who are stubborn, you know the ones " How can you go to Disney every year"
Because I believe! And it is awesome!
We even have stock from way before we even decided to make the COMMITTMENT of being DVC members.
That is it, you go there & you deal with the crowds & you expect the Disney
castto be nice & the parks, and the hotels to be clean, at one point we even said, can we get some of your HAPPY PILLS! You are spending top $!
We are from Jersey & guess what we don't like to be treated like dirt (nor should anyone else) especially if we spend a lot of money! (or any amount of money). We have treated Disney quite well over the past going on 31 years years & as DVC over the past 8, well guess what, yeah I think we deserve a little respect, all DVC members do, we chose to invest in this company (and yes, Disney is a whole big company no matter how many subsidiaries they have), I am sure if Walt Disney were still around he would be appalled if any of us were treated the way sometimes we are).
Most of the time things are great & we always (no matter what happens) have a great vacation (because we make it what it should be, a vacation to be enjoyed).
But when things happen to snare it then yes by all means they should rectify the situation or at all least offer an apolgy.
Those who don't agree, well too bad & if you are offended by that then you should not invest in something you do not believe shouldtreat you like an INVESTOR & treated with respect!
That is the whole point, I am investing my family's vacations
in your company, then treat me with RESPECT!!

 

[Daitcher]

Sometimes I feel like we are the only people at HHI, so I would imagine their OR is much lower than OKW.

Sorry I need to clarify a little. I was referring to on site DVC only. Also, to anyone who along with webmaster Doc doudting my assertion, I offer this: This lower occupancy rate at OKW was one of a couple of reasons they decided to add that slide. They were listening to member requests as well as trying to balance out on property demand a little better. OKW is the biggest proerty for now and if the members constantly trade out to resorts with waterslides it creates an imbalance in the system. Aslo OKW has no direct ties to theme parks. BCV & BWV fill up during F&W Fest. They are aslo busier than the norm during F&G and other special events. The same can be said for VWL during Christmas and other times with events at Magic Kingdom. OKW really doesn't have any of these "special times". SSR will be the same way. This info. has came from a variety of places; my experiences, discussions with DVC guides, member meetings, other boards, the DIS, etc.


DAVE

 

[Daitcher]

Your last statment can not support occupany rates on a yearly basis. At any given time OKW might have availbility due to its size that a smaller resort will not have, but that does not mean that on a yearly basis there is a lower total occupany rate.

You could have BCV booked to 95% on a certain week months in advance, and you could also have OKW booked at 98% but it only obtained that percentage one month prior. So availiblity does not necessarily reflect yearly occupancy.

This occupancy rate was stated as a yearly total, not month by month. There very well may be a month when OKW has a higher OR than another resort. Aslo number of rooms isn't what it is about. It is all percentages so that takes into account the varied sizes of the DVC Resorts. Don't realy want to keep defending this, choose to believe it or not. Lets get back to the OP gripes.

DAVE

 

[RobDoc]

Sorry I need to clarify a little. I was referring to on site DVC only. Also, to anyone who along with webmaster Doc doudting my assertion, I offer this: This lower occupancy rate at OKW was one of a couple of reasons they decided to add that slide. They were listening to member requests as well as trying to balance out on property demand a little better. OKW is the biggest proerty for now and if the members constantly trade out to resorts with waterslides it creates an imbalance in the system. Aslo OKW has no direct ties to theme parks. BCV & BWV fill up during F&W Fest. They are aslo busier than the norm during F&G and other special events. The same can be said for VWL during Christmas and other times with events at Magic Kingdom. OKW really doesn't have any of these "special times". SSR will be the same way. This info. has came from a variety of places; my experiences, discussions with DVC guides, member meetings, other boards, the DIS, etc.

DAVE

So now your "facts" need to be qualified by excluding other DVC resorts in order to have any validity? Why not just get them right in the first place instead of backtracking afterwards? OKW is NOT the biggest property now- SSR is already larger and will increase by another 50% in 2007 when the last Phase opens. Why not just state that, in your opinion, OKW's occupancy is lower than BCV, VWL and BWV. That would be a more believable statement than

OKW HAS THE LOWEST OCCUPANCY RATES among DVC Resorts. Lets get the facts straight before we post.

Maybe even providing the actual occuapncy rates for all resorts would paint a more complete picture so everyone may assess the real impact of the statement.

So you now assert that adding a slide is "proof" of low occupancy rates? Is that why slides were also added recently at GF and Poly - was occupancy sub-par at those resorts too so they needed to add a slide?

Glad to finally see the sources for the creative "facts" presented.

 

[problemchild718]

Trishde-Amen!!! Maybe its a Jersey Girl thing

 

[Daitcher]

So now your "facts" need to be qualified by excluding other DVC resorts in order to have any validity? Why not just get them right in the first place instead of backtracking afterwards? OKW is NOT the biggest property now- SSR is already larger and will increase by another 50% in 2007 when the last Phase opens. Why not just state that, in your opinion, OKW's occupancy is lower than BCV, VWL and BWV. That would be a more believable statement than Maybe even providing the actual occuapncy rates for all resorts would paint a more complete picture so everyone may assess the real impact of the statement.

So you now assert that adding a slide is "proof" of low occupancy rates? Is that why slides were also added recently at GF and Poly - was occupancy sub-par at those resorts too so they needed to add a slide?

Glad to finally see the sources for the creative "facts" presented.

Thanks for your post... I guess. We all have the right to believe what we want to believe. I was referring to on site DVC Resorts so I should have been more clear. Adding the slide.... it was mainly about member requests but a drop in occupancy rates were considered. As far as SSR being the biggest, read my original post, I clearly state that I'm not counting SSR until it is finished. OKW still has more than SSR anyway, because all the buildings aren't finished yet. For those wondering.... "Why is the board host attacking a poster?" Webmaster Doc has taken issue with my posts in the past. It is a public forum and nothing I've posted here deserves the nasty attitude from a board monitor who should be impartial. Sorry to get off topic here guys but this is to much. Doc, do you agree with the women who stated her dues went up because of the overuse at OKW? You've really never stated that. What you have done is go out of your way to try and discredit me. Oh well, I'll start looking for a board where everyone's views are welcomed. Believe it or not many like my posts on these boards. Sorry you don't. Waiting for your pm.


DAVE

 

[RobDoc]

Thanks for your post... I guess. We all have the right to believe what we want to believe. I was referring to on site DVC Resorts so I should have been more clear. Adding the slide.... it was mainly about member requests but a drop in occupancy rates were considered. As far as SSR being the biggest, read my original post, I clearly state that I'm not counting SSR until it is finished. OKW still has more than SSR anyway, because all the buildings aren't finished yet. For those wondering.... "Why is the board host attacking a poster?" Webmaster Doc has taken issue with my posts in the past. It is a public forum and nothing I've posted here deserves the nasty attitude from a board monitor who should be impartial. Sorry to get off topic here guys but this is to much. Doc, do you agree with the women who stated her dues went up because of the overuse at OKW? You've really never stated that. What you have done is go out of your way to try and discredit me. Oh well, I'll start looking for a board where everyone's views are welcomed. Believe it or not many like my posts on these boards. Sorry you don't. Waiting for your pm.


DAVE

Nasty attitude? I'm merely trying to point out the incorrect information you've posted and continued to insist is factual. I have no problem when someone states their opinion about something, only when someone insists it is a fact and berates others in the same post. I am not a "board host" on this board and while you may feel otherwise, I'm also entitled to post my opinion- as are the moderators of the forum. If your opinion varies from mine, you are welcome to state that. Am I not allowed the same privilege? If you want to insist that your statements are factual then be prepared to be challenged- just as you did to another poster in this very thread.

As for your continued insistence that OKW is the largest DVC resort, it is not. As I pointed out in my last post in this thread, SSR is already the largest DVC resort and will add another 50% capacity in 2007. The capacity numbers are readily available from DVC and may be found in numerous posts on this board - OKW has 531 units with a maximum of 761 when separating the lock-offs into Studios and 1BR villas. SSR , right now, has 552 units with a maximium of 780 counting lock-offs. When completed in 2007, the Phase III buildings will bring that total to 828 units/1260 maximum. SSR is already larger than OKW, even though it is not yet completed.

If you have more personal comments to make to me directly, it might be best to use the PM function as you've been asked in the past.

 

[LindaBabe]

Yes I am serious about expecting a room that I have reserved, booked and paid for to be ready, clean and in good working order when I arrive on time for my reservation. I would expect the room to be free of other peoples dirty dishes, undetermined liquid stains on the floor and crackers in the pull out bed my child is going to sleep in. I expect to be able to use a working outlet in the bathroom, hang my towel up on the towel bar and close the blinds at night. I would expect that in any hotel I stayed in. I expect that at DVC where I am paying dues and have paid a big chunk of $$$ to stay there. I am not reaching into your pocket-I PAID MY DUES for things to be maintained. I expect that when I go to the desk 10 min after noticing dirt in the bath tub, mold in the toilet and syrup on the silverware that housekeeping would get their butts to the room and clean it or I would be moved to another room. But mostly, I expect people employed by DVC to do what they say they are going do when they say they are going to do it. I expect people to call me back when they say they will. I expect not to wait a month for a canned response from DVC.

I do not think these are unreasonable expectations in any hotel regardless of price.

Sometimes I get the feeling that DVC personnel are less customer service oriented because they know DVC already HAS our money and we can't take our business elsewhere.

 

[drakethib]

Also I think of complaints as an opportunity to keep a customer. Unfortunately it will happen that people are dissappointed but it is how the situation is handled on whether that customer stays.

For example after a horrible situation that happened to my 5 yr old son at a chain restaurant I called their headquarters to inform them. Management acted appalled and followed through with having the restaurant manager call me. I explained to him I did not want any compensation I just wanted to inform them of the incident and that we will never return. He offered excuse after excuse. Of course they have lost a customer for life. Instead of listening he kept defending their position he never truely apologized....it happened but was always followed with a "but". Needless to say he tried to 'fix it' with offering to send me gift certs to make me happy.....That was not what I was looking for. I wanted it not to happen to another child. I just told him gift certificates were not what I was calling for. It was almost like he thought I was fishing for a discount rather than listening to my complaint. A simple sincere apology with a plan to prevent what happened from reoccurring would have been plenty. The whole situation was handled poorly on their end and they have lost a customer for life.

This is how DVC needs to look at each complaint. Instead of looking it from and angle of this person is trying to cheat us they need to see what will make that person feel the matter was handled. Like others have posted an email isn't the way to show sincerity.

Here Here !!!!!!!

There are many people on this board if you say something bad about DVC, the flip out.


People forget that the mouse does make mistakes (but the mouse has fixed the mistakes quickly when they happened to me).

Again, if you have a problem @ a DVC bring it to the attention of a CM at once, just remeber to polite.

IF nothing gets done in a reasonable amount of time, then it eleavate it.