Services are being stripped

[Maistre Gracey]

EX 4: Housekeeping.... Gone

MG

Well, suppose it depends on the perk/service.

If I remember, someone correct me if I am wrong but orignally they did a once a day housekeeping service years ago?

I'm not sure if you were referring to my earlier post, but I was talking about the lack of cleanliness we see when checking into a DVC resort.
Yes, it looks clean at a quick glance, but it's a far cry from the old Disney standard.

And yes, I consider a clean room to be part of the contract, not a perk.

MG

 

[wdwdano@yahoo.com]

See I would think that free internet falls under an amenity. When I go to other hotels, wifi and internet is sometimes free. If I have to pay for it, no problem. The problem comes when I get it for free and then later it becomes a service I have to pay for.

 

[Maistre Gracey]

Really? Must have been before I joined in 1999. Wouldn't the cost come out of dues?

My 2 favorite current perks were not there when I bought - $100 AP discount and free internet.

I meant that figuratively, not literally.

MG

 

[HsvTeacher]

We just returned from a 10-day trip to WDW and VB, and I can honestly say that this is the first time I've been disappointed in our DVC membership.

1. We were given a room that stunk of cigarette smoke so badly that we could barely catch our breath. It was so bad that you could smell it in the hallway with the door closed, but yet housekeeping thought the room was inhabitable.

2. We were given the option to change rooms or let them bring in fans to remove the smell. When we asked for another room, the manager acted as if we were putting him out and told us that they were completely sold out for that night. We were assigned another room on the complete other side of Kidani. Not once did the manager apologize for our inconvenience or offer for bell services to schlep our luggage and Owner's Locker to our new room.

3. Our new room didn't have a hairdryer, so I called front desk (actual front desk, not the call center) to request one. After waiting 40 minutes, I called again and was repeatedly asked if I had looked for the hairdryer in the room. I was then told that it would be at least another 30 minutes, and that's what I should always allow when requesting something from housekeeping. (Duh! I called 40 minutes earlier!) Finally, an hour and fifteen minutes later, I received a hairdryer after my DH walked to the front desk to get one. All this commotion caused us to miss our 5:00pm dinner reservation.

4. I spoke with another manager about the hairdryer situation, and she told me she would try to get our dinner reservation pushed back to 5:30pm. She also told me she would call me back as soon as she spoke to the restaurant. Thank goodness I didn't wait on her to call me, because she never did. When I asked her why she didn't call me back, she told me it was just a miscommunication.

5. While at Vero Beach, there were afternoon thunderstorms each day. On one day, they never opened the pool back up, even though there wasn't a cloud in the sky, and there were no other approaching storms. The next day, another storm came through at around 6:30pm. We went to the pool at 8:30pm, and it was still closed. We asked one of the workers if they were going to open the pool, and he called a manager. The manager came down to the pool at 8:45pm, walked around the entire thing, and rudely said "I'll open it, but you'll only have one hour to swim." The pool closes at 10:00pm, so we swam until closing.

It just seems as though the magic is gone. The CMs seem unhappy and bothered when asked to help. I don't feel like we were asking for too much.

 

[DebbieB]

See I would think that free internet falls under an amenity. When I go to other hotels, wifi and internet is sometimes free. If I have to pay for it, no problem. The problem comes when I get it for free and then later it becomes a service I have to pay for.

If you stay at a WDW resort as a cash paying customer, it's $10 per day (24 hour period). DVC members on points is free, we used to have to pay for it. It's not an included amenity. I stayed at an Embassy Suites last month in Houston, it was $10.70 per day incl tax.

 

[wdwdano@yahoo.com]

I stayed at the marriot in Myrtle Beach last week and my internet was free.

 

[wdwdano@yahoo.com]

We just returned from a 10-day trip to WDW and VB, and I can honestly say that this is the first time I've been disappointed in our DVC membership.

1. We were given a room that stunk of cigarette smoke so badly that we could barely catch our breath. It was so bad that you could smell it in the hallway with the door closed, but yet housekeeping thought the room was inhabitable.

2. We were given the option to change rooms or let them bring in fans to remove the smell. When we asked for another room, the manager acted as if we were putting him out and told us that they were completely sold out for that night. We were assigned another room on the complete other side of Kidani. Not once did the manager apologize for our inconvenience or offer for bell services to schlep our luggage and Owner's Locker to our new room.

3. Our new room didn't have a hairdryer, so I called front desk (actual front desk, not the call center) to request one. After waiting 40 minutes, I called again and was repeatedly asked if I had looked for the hairdryer in the room. I was then told that it would be at least another 30 minutes, and that's what I should always allow when requesting something from housekeeping. (Duh! I called 40 minutes earlier!) Finally, an hour and fifteen minutes later, I received a hairdryer after my DH walked to the front desk to get one. All this commotion caused us to miss our 5:00pm dinner reservation.

4. I spoke with another manager about the hairdryer situation, and she told me she would try to get our dinner reservation pushed back to 5:30pm. She also told me she would call me back as soon as she spoke to the restaurant. Thank goodness I didn't wait on her to call me, because she never did. When I asked her why she didn't call me back, she told me it was just a miscommunication.

5. While at Vero Beach, there were afternoon thunderstorms each day. On one day, they never opened the pool back up, even though there wasn't a cloud in the sky, and there were no other approaching storms. The next day, another storm came through at around 6:30pm. We went to the pool at 8:30pm, and it was still closed. We asked one of the workers if they were going to open the pool, and he called a manager. The manager came down to the pool at 8:45pm, walked around the entire thing, and rudely said "I'll open it, but you'll only have one hour to swim." The pool closes at 10:00pm, so we swam until closing.

It just seems as though the magic is gone. The CMs seem unhappy and bothered when asked to help. I don't feel like we were asking for too much.

Yeah, I agree with alot of what you are saying. I understand good service. I know what great service is. Service is defined as meeting customers' needs in the way that they want and expect them to be met.
If that is service, then what should we be expecting when we go to Walt Disney World for vacation.

Disney is always meeting and exceeding guest expectations.

When we wait 45 minutes to get an extra pillow or a hair dryer I don't believe that is service. Please if you are going to take that long just tell me where I can pick it up and I will take 5 mins out of my vacation to come and get it.

 

[wdrl]

I guess its only natural to think about the perks that have been lost or changed over the years. But, in my opinion, the DVC has increased in value over the years. Back in the early 1990s, DVC members had one resort -- OKW -- to choose from within the Vacation Club. Now, 18 years later, members can choose from two resorts on the Atlantic Ocean, one on the West Coast at Disneyland, and seven different resorts at WDW. And soon, a new resort will open in Hawaii. In 1992, how many buyers of OKW thought they would have so many resorts to choose from by 2010? And on top of this, OKW buyers who bought in the early 1990s can probably sell their contracts today for about the same price per point that they paid for them 15-18 years ago.

 

[wdwdano@yahoo.com]

I'm not sure if you were referring to my earlier post, but I was talking about the lack of cleanliness we see when checking into a DVC resort.
Yes, it looks clean at a quick glance, but it's a far cry from the old Disney standard.

And yes, I consider a clean room to be part of the contract, not a perk.

MG

Well, I did notice the difference in cleanliness trim and walls were a bit dirtier than normal. I think there is a direct correlation between that and the housekeeping staff leaning on all of the railings and not working.

 

[wdwdano@yahoo.com]

Yes this topic has come up many times, and I always feel a need to chime up and support the OP. No, these long gone perks were NOT part of our contracts. No, no one ever said they would last forever. But our guides did take every effort to make sure they were all presented to us when we sat down to make our purchases. The were all (the perks) part of the DVC "bigger picture". No that many of these perks are gone or have dwindled, I do feel as if my membership is worth less. Would I sell based on these lost perks. Absolutely not. I love my family vacations at WDW and we all love our home resort. But I do feel as though I have less than I did a few years ago. This is just my opinion but I see lost perks beating out new perks by at least 5-1.

I am originally from Long Island as well. Currently live in Charleston, SC. Boy it is hot out today.

 

[bytheblood]

Yes this topic has come up many times, and I always feel a need to chime up and support the OP. No, these long gone perks were NOT part of our contracts. No, no one ever said they would last forever. But our guides did take every effort to make sure they were all presented to us when we sat down to make our purchases. The were all (the perks) part of the DVC "bigger picture". No that many of these perks are gone or have dwindled, I do feel as if my membership is worth less. Would I sell based on these lost perks. Absolutely not. I love my family vacations at WDW and we all love our home resort. But I do feel as though I have less than I did a few years ago. This is just my opinion but I see lost perks beating out new perks by at least 5-1.

This would be my viewpoint on it.

I did not purchase DVC because of the perks, but it sure was a perk into buying in. My Tour Guide went on and on and on about the perks. When you do a DVC live webcast, they go on and on and on and on about the perks. When you ask them to mail you something while you are in the deciding stage, they always send the perks booklet (I was sent 3 of them). So, if they are going to keep pulling a lot of the perks, maybe they should quit pushing them so hard as part of their sales pitch for DVC.

 

[bytheblood]

Well, I did notice the difference in cleanliness trim and walls were a bit dirtier than normal. I think there is a direct correlation between that and the housekeeping staff leaning on all of the railings and not working.

These must have been the same ones we saw at CSR in June 2009.

 

[Cajun28]

It would be more like the person who sold it to you telling you that they'd cut your grass for you. It's not in the contract but they said they'll do it as a benefit of you buying the house (and they also told you it wasn't guaranteed to continue). Then at some point they decide to discontinue it. You might not like it, but it shouldn't have been the reason you bought the house.

This is a much better analogy. In the OP's analogy, the previous owner would be taking back something the buyer bought in the original deal (the grass). We did not purchase the perks with our original deals.

I guess the perks changing does not bother me because I didn't even know what the perks were before I bought. My original contract was bought resale and I didn't talk to a guide until I added on. I knew there were perks from reading these boards but I didn't know specifics until after I bought. I think the AP discounts and free internet are great perks, but I wouldn't think it unfair if they went away tomorrow because that's not what I bought, I bought points to stay at a DVC resort for the next 32 years. That's it, anything else is Lagniappe (cajun for "a little extra").

 

[wdwdano@yahoo.com]

Free spa access was not in the perks booklet, never has been. It was a service that was offered free to dvc members only. Now you have to pay for it.

 

[wdwdano@yahoo.com]

These must have been the same ones we saw at CSR in June 2009.

hahaha, No, sad to say SSR in our building gathering in a group outside thier breakroom or whatever the no entry room is.

 

[wdwdano@yahoo.com]

We just returned from a 10-day trip to WDW and VB, and I can honestly say that this is the first time I've been disappointed in our DVC membership.

1. We were given a room that stunk of cigarette smoke so badly that we could barely catch our breath. It was so bad that you could smell it in the hallway with the door closed, but yet housekeeping thought the room was inhabitable.

2. We were given the option to change rooms or let them bring in fans to remove the smell. When we asked for another room, the manager acted as if we were putting him out and told us that they were completely sold out for that night. We were assigned another room on the complete other side of Kidani. Not once did the manager apologize for our inconvenience or offer for bell services to schlep our luggage and Owner's Locker to our new room.

3. Our new room didn't have a hairdryer, so I called front desk (actual front desk, not the call center) to request one. After waiting 40 minutes, I called again and was repeatedly asked if I had looked for the hairdryer in the room. I was then told that it would be at least another 30 minutes, and that's what I should always allow when requesting something from housekeeping. (Duh! I called 40 minutes earlier!) Finally, an hour and fifteen minutes later, I received a hairdryer after my DH walked to the front desk to get one. All this commotion caused us to miss our 5:00pm dinner reservation.

4. I spoke with another manager about the hairdryer situation, and she told me she would try to get our dinner reservation pushed back to 5:30pm. She also told me she would call me back as soon as she spoke to the restaurant. Thank goodness I didn't wait on her to call me, because she never did. When I asked her why she didn't call me back, she told me it was just a miscommunication.

5. While at Vero Beach, there were afternoon thunderstorms each day. On one day, they never opened the pool back up, even though there wasn't a cloud in the sky, and there were no other approaching storms. The next day, another storm came through at around 6:30pm. We went to the pool at 8:30pm, and it was still closed. We asked one of the workers if they were going to open the pool, and he called a manager. The manager came down to the pool at 8:45pm, walked around the entire thing, and rudely said "I'll open it, but you'll only have one hour to swim." The pool closes at 10:00pm, so we swam until closing.

It just seems as though the magic is gone. The CMs seem unhappy and bothered when asked to help. I don't feel like we were asking for too much.

I would also like to add that the service on our last visit was very slow. Everywhere we went, it just felt as though it took forever to get rung up and the additude from CM's were rude.

 

[disneynutz]

Here is how I see it.

Disney doesn't spend a dime on the DVC but DVD Marketing spends a ton of money and without them, we would never receive a mailing from the DVC.

All special events are put on by DVD Marketing, not the DVC.

Anything provided by the DVC is paid for by membership dues, not Disney.

Perks or discounts are provided if the issuing provider feels that they will make money even with the perk or discount.

Once a contract is sold, Disney has a captured customer. The only way for a Member to stop being a Member is to sell to another captured customer or give the contract back to Disney.

There isn't an incentive for Disney to provide exceptional service to Members and lately it seems obvious that they don't want to make the effort.

Bill

 

[wdwdano@yahoo.com]

Here is how I see it.

Disney doesn't spend a dime on the DVC but DVD Marketing spends a ton of money and without them, we would never receive a mailing from the DVC.

All special events are put on by DVD Marketing, not the DVC.

Anything provided by the DVC is paid for by membership dues, not Disney.

Perks or discounts are provided if the issuing provider feels that they will make money even with the perk or discount.

Once a contract is sold, Disney has a captured customer. The only way for a Member to stop being a Member is to sell to another captured customer or give the contract back to Disney.

There isn't an incentive for Disney to provide exceptional service to Members and lately it seems obvious that they don't want to make the effort.

Bill

Yeah, good points! Service as a whole has been down lately. I think it comes in phases. It does however benefit them to provide good service. The effect on providing lousy service will show a high turnover rate in memberships.

 

[disneynutz]

Yeah, good points! Service as a whole has been down lately. I think it comes in phases. It does however benefit them to provide good service. The effect on providing lousy service will show a high turnover rate in memberships.

Why would they care if there is a high turnover rate? It doesn't cost them anything. The benefit is that they would get new Members who wouldn't know the way that things use to be.

 

[Disney Dad Canada]

There isn't an incentive for Disney to provide exceptional service to Members and lately it seems obvious that they don't want to make the effort.

Everyone has a right to their opinion, but I whole heartedly disagree with this statement. While it is true that we have already committed to visiting a DVC for the foreseeable future, saying that they have no incentive to give good service sounds very spiteful.

Having just returned from a trip to Jambo house, I saw first hand the excellent service that went above and beyond what I had expected. To complain about perks being reduced is one thing, but to say that Disney doesn't care about DVC members is just hogwash. Maybe you're just expecting far too much, and perpetuating the perception of some DVC members being pompous whiners.