Services are being stripped

[SuzanneSLO]

I agree with your post, but those little "extras" that used to make it 5 star are gone. We used to have cloth napkins, big thick colored towels, etc. etc., and now things are getting a bit "run of the mill" and worn looking from lack of care. I have not had a truly disappointing stay at DVC either, but there IS a difference in how things look and in the service.

Now, since this thread was originally talking about perks, I don't think perks are anything to get upset about. Perks are just that....something to entice outsiders to become insiders. They never have lasted long, and have changed often....as I would expect.

It is worth remembering in this context that WDW Resorts and DVC continue to be at the top of their respective categories when measured by the Market Metrix Hospitality Index (MMHI). In the first quarter of 2010, the Walt Disney Resorts were the top Upper Upscale hotel and DVC was the top timeshare accomodation.

About MMHI: "Based on 35,000 customer interviews conducted each quarter, the Market Metrix Hospitality Index (MMHI) is the largest and most in-depth measure of hospitality company performance available today. Our annual MMHI Awards are coveted by lodging and travel enterprises around the world. These benchmarks, delivered through our flagship product Customer Metrix™, enable Market Metrix clients to compare their results to competitors by STAR segment, AAA classification, Brand, SMSA, industry averages, performers in the top 10% and other classifications."

Does this mean WDW Resorts of DVC provide perfect service every time? Of course not. But if you require perfect service every time, I would suggest that there are going to be very few properties that will meet those needs. And none of them will be a timeshare. -- Suzanne

 

[Greysword]

I think this thread is interesting, and I have a few questions and a couple comments to add.

First, I’m not sure I agree with the basic premise that I bought DVC to simply buy a hotel room for the next 40-50 years. Instead, I feel as though I bought the rights to enjoy a Disney Hotel room for the next 40-50 years, complete with the advertised and experienced magic from visits past. If I just wanted a place to stay, I could have purchased a much cheaper (in several ways) timeshare. I decided to spend the extra money for the extra magic. Maybe that makes me ungood in some manner, but I do expect more than what I would get at the Holiday Inn or Sheraton. I expect the Disney magic to carry over into my room, which includes amenities other hotels may not have, super-friendly staff, a fun theme, great pools, and gift shops galore!

That said; I do have a lower expectation than I started with when we had our first trip home. Now, I expect some form of wear and even damage to a piece of furniture (sever scratches, chipped wood), tattered drapes, nonfunctioning appliance/plumbing, or something to be amiss, since it has been this way every trip. Unfortunately, this seems to come with ownership rather than renting a normal hotel room. However, the staff has been great every single time and has delivered a “magical” experience in their response, which likely reduces the pain of inconvenience.

On to my questions. One reason for a drop in service and quality could be attributed to the economy; however, if we are paying for this service (through dues) at an increasing rate and the cost of goods has remained relatively constant over the past 10 (or so) years due to deflation and low interest rates, why would service be hindered and quality reduced? Is Disney Resorts reducing their staffing costs by overusing the staff we pay for at the combined resorts? Disney Transportation overcharging the DVC resorts for buses to offset losses along another route? Just curious.

The staff requirements at OKW, BWV, and BCV should be the same as it was in the 1990s/2000s, right? Doesn’t a DVD player today cost the same as a VCR cost in the late 1990s? Wouldn’t a couch or mattress (relatively and maybe actually) cost the same? As such, wouldn’t the increase in dues at least allow for the same high quality of service/amenities as years past, if not permit even greater amenities?

Finally, would you be willing to accept a marginal increase in dues (2, 3, 5 cents) to guarantee a set % discount at WDW restaurants, park tickets, or other service at both U.S. parks? I am curious which perks are worth paying for. Internet seems to be one (I doubt it is actually free; rather, I think we are paying through dues). Would valet parking? Just curious.

- Chris

P.S. Unfortunately, I am rarely in a position to take advantage of any of the perks provided by the DVC. We go every 1.5 years (or so), eat in a Disney restaurant only a few times, do not bring a computer with us, rarely go at Halloween or Christmas, and have yet to get to NY. Just in case you were curious

 

[crisi]

Insurance and fuel/energy costs have all seen increases over the past decade. 9/11 added a lot of security related costs.

But the biggest factor is wages and wage associated costs. While wages for a lot of us have been stagnant, we've actually seen a much needed increase in minimum wage in the past ten years. I'd assume a lot of Disney CMs are paid pretty close to minimum wage. Health insurance for employees has increased - if most CMs associated with DVC get health insurance (I don't know).

Disney has held dues really tight - they really haven't exceeded inflation although the types of services our dues provide have had costs increases at a rate greater than inflation.

 

[Chuck S]

Finally, would you be willing to accept a marginal increase in dues (2, 3, 5 cents) to guarantee a set % discount at WDW restaurants, park tickets, or other service at both U.S. parks? I am curious which perks are worth paying for. Internet seems to be one (I doubt it is actually free; rather, I think we are paying through dues). Would valet parking? Just curious.

- Chris

No, as far as a decent dining discount, the best way I've found is the Tables in Wonderland Card, available with an Annual Pass. Now, I would have no objection to Disney offering it to all DVC members at the same rate (or the higher FL resident rate) without increasing our dues to subsidize it. If DVC subsidized it, it would be much more than 5¢ per point. More like 20¢ per point if the average owner has 350 points. So I am fine with each member paying their own way to get the card and it's entitlement of free valet while dining. But it would be nice if it were available to all members, whether or not they purchased an AP.

I would like to see discounts on park tickets for those members that can not justify an Annual Pass, especially at Disneyland. And a small discount on MYW tickets for our guests (if we are traveling with them, not extended to renters). But I'm very happy with the AP discount.

The internet is likely, comparatively, a very inexpensive perk to provide to members via dues. But if it wasn't available, I'd drive to a nearby restaurant location that offered it free.. So really in my individual case, giving it to us free keeps us dining more onsite, rather than driving offsite to a Denny's or someplace to eat with free wi-fi. A case where a DVC perk (even an inexpensive one financed by dues) is good for members AND Disney.

 

[HsvTeacher]

I think it's pretty clear that the thread went from perks to service when several PPs said the only thing our DVC contract promised was a room. Call me crazy, but I expect that room to be clean and in working order.

Sometimes when people start talking about things that annoy them, they get worked up about other things. It is called human nature.

I try to give people the benefit of the doubt.

Someone was questioning why the thread went from talking about disappearing perks to problems with service, which is why I said what I did. (I was one of the people commenting about a lack of service, and I felt the need to point out why we were complaining.) To me, expecting a clean (non-cigarette smoke reeking) room is not a perk. It's a contractual obligation. But then again, I guess I don't view DVC through rose-colored glasses.

I hope you'll give me the benefit of the doubt.

 

[Deb & Bill]

...Finally, would you be willing to accept a marginal increase in dues (2, 3, 5 cents) to guarantee a set % discount at WDW restaurants, park tickets, or other service at both U.S. parks? ...

No. I already have a Disney VISA and an annual pass (we bought them before we got the DVC discount and still buy them with the discount). Both of these give me better discounts than the DVC discounts and I seldom use any of them. For my two tours that we took two weeks ago during our DVC trip to WDW, I used the VISA discount because it was 20% vs the 15% discount I got from AP or DVC.

 

[wendydarling826]

Housekeeping gone? What?

 

[DebbieB]

If there is going to be an increase in dues, I'd rather see it go to improved housekeeping, ammenities and services. It's not reallly a "perk" if we are paying for it. I'm not sure if that would even be legal since dues are supposed to go to support the resort operations. Valet parking might qualify since it is a resort service but then why should people who don't have a car at WDW pay increased dues for it?

 

[bumbershoot]

Housekeeping gone? What?

People who have had DVC for a long time seem to be saying that what we get in terms of housekeeping now is much less than DVC members used to get. Today's "trash and towel" day vs "trash and tidy" day at some point in the past.

 

[Dean]

I have to say that I am amazed at some of the responses to this thread. I believe that expressing frustration at the loss of some perks is perfectly acceptable and am unsure as to why this provokes anger and the need to ridicule others in some. It appears to me that some people see Disney and DVC through rose colored glasses and any negative comment places some people in defense
I have had mostly good stays since 2004 when I became a DVC member but those that have been bad have left a mark that is not easily forgotten. Three years ago I stayed with my in laws in a one bedroom unit in SSR. We let them have the master and took the sleeper sofa. We had stayed at another resort the night before and did not arrive to our room until close to midnight after 17 hours of WDW fun. The sleeper was broken. I called immediately and was told it would be a "few hours" to have it fixed. We were tired and asked them to come the next day and fix it and took the cushions off and slept on the floor. We came in the next night around midnight again and it was still broken. I called again and was told that bit would not be able to be fixed or replaced that night. Once again a night on the floor. We checked out the next day thankfully. I never received an apology or any response to an email I wrote complaining about this. Does this make me a "pompous whiner" or is this just a "trivial sleep emergency?"
If you haven't have a bad experience consider yourself fortunate. Remember that DVC is a business and is designed to make money.

Since I'm sure it was my post your referring to, I'll respond and be more explicit. There is no excuse for poor service though things do happen at times. However, it is my opinion that there is a subset of DVC members who have truly developed the entitlement mentality and/or have unrealistic expectations. They complain about loss of valet, minor changes in discounts, reallocations that they knew or should have known were risks. To be clear, it's not anyone expressing that they are unhappy or upset that I feel is inappropriate or petty, it's the "how in the world could do this to ME" and the "my guide promised" attitude that I have a problem with. Put another way, there is a members side and a DVC/DVD side with the POS, FL statues, By-laws, etc between them as the measuring stick. How you or I FEEL about a given issue doesn't come into play or shouldn't. That's my opinion, hasn't changed much in about 11 years, ever since it became apparent that a reallocation SHOULD occur around 1999, however, it has seemingly become more prevalent.

People who have had DVC for a long time seem to be saying that what we get in terms of housekeeping now is much less than DVC members used to get. Today's "trash and towel" day vs "trash and tidy" day at some point in the past.

I don't really see much from those who've been long time owner saying there have been major changes in this area from a planned services standpoint. The change from in T&T was minor in my opinion and I'm on record as saying I think this will totally go away at some point as a cost saving measure and feel it would be a reasonable choice to do so though I'm sure some don't. Some feel the QUALITY of housekeeping has gone down, we see that a fair amount even from long time owners. I personally haven't experienced that but others seem to feel that way.

 

[PoohNFriends]

One of our family doctors has a sign in the lobby which reads "your lack of planning does not constitute our emergency." Not exactly the most customer-friendly slogan, nor is it anything I would expect to hear from Disney. But it's a pretty good philosophy to keep in mind.

Love it! Wish I could put it my pharmacy too, but pretty sure those on the corporate end would not like it so much.
I digress, please continue...

 

[adminjedi]

heard all this before

 

[yitbos96bb]

Is it just me or is the product we all purchased being stripped away a little bit more every year.

When I purchased, we had it all(as a part of our price)

Ex1: Valet Parking. . . . Gone
Ex2: Free use of spa steam room and sauna at Saratoga, grand, etc.
EX3: Discounts(seems like the only discounts we get are from vendors . . .arribas brothers, rainforest, etc.)

What else have I missed?

What is next to be taken from DVC Members?

I feel that this is a very unloyal thing to do. I mean if I buy a home, I don't expect the person that sold it to me to come back a year later and take the grass. . . . or do I?

I dont remember the Free spa and steam room sauna at SSR. when was this perk out there.?

 

[yitbos96bb]

Of all the people upset about the loss of perks... how many have actually written emails to DVC... and I'm talking head of the business unit, not just MS. Email Iger, down the chain.

 

[wdwdano@yahoo.com]

I think this thread is interesting, and I have a few questions and a couple comments to add.

First, I’m not sure I agree with the basic premise that I bought DVC to simply buy a hotel room for the next 40-50 years. Instead, I feel as though I bought the rights to enjoy a Disney Hotel room for the next 40-50 years, complete with the advertised and experienced magic from visits past. If I just wanted a place to stay, I could have purchased a much cheaper (in several ways) timeshare. I decided to spend the extra money for the extra magic. Maybe that makes me ungood in some manner, but I do expect more than what I would get at the Holiday Inn or Sheraton. I expect the Disney magic to carry over into my room, which includes amenities other hotels may not have, super-friendly staff, a fun theme, great pools, and gift shops galore!

That said; I do have a lower expectation than I started with when we had our first trip home. Now, I expect some form of wear and even damage to a piece of furniture (sever scratches, chipped wood), tattered drapes, nonfunctioning appliance/plumbing, or something to be amiss, since it has been this way every trip. Unfortunately, this seems to come with ownership rather than renting a normal hotel room. However, the staff has been great every single time and has delivered a “magical” experience in their response, which likely reduces the pain of inconvenience.

On to my questions. One reason for a drop in service and quality could be attributed to the economy; however, if we are paying for this service (through dues) at an increasing rate and the cost of goods has remained relatively constant over the past 10 (or so) years due to deflation and low interest rates, why would service be hindered and quality reduced? Is Disney Resorts reducing their staffing costs by overusing the staff we pay for at the combined resorts? Disney Transportation overcharging the DVC resorts for buses to offset losses along another route? Just curious.

The staff requirements at OKW, BWV, and BCV should be the same as it was in the 1990s/2000s, right? Doesn’t a DVD player today cost the same as a VCR cost in the late 1990s? Wouldn’t a couch or mattress (relatively and maybe actually) cost the same? As such, wouldn’t the increase in dues at least allow for the same high quality of service/amenities as years past, if not permit even greater amenities?

Finally, would you be willing to accept a marginal increase in dues (2, 3, 5 cents) to guarantee a set % discount at WDW restaurants, park tickets, or other service at both U.S. parks? I am curious which perks are worth paying for. Internet seems to be one (I doubt it is actually free; rather, I think we are paying through dues). Would valet parking? Just curious.

- Chris

P.S. Unfortunately, I am rarely in a position to take advantage of any of the perks provided by the DVC. We go every 1.5 years (or so), eat in a Disney restaurant only a few times, do not bring a computer with us, rarely go at Halloween or Christmas, and have yet to get to NY. Just in case you were curious

Wow, thats a great post

 

[wdwdano@yahoo.com]

I was talking about services as a whole that were once free but now cost. Disney splits services up and puts them into amenities(like any hotel) and your little perks booklet in which I have pointed out that most of the discounts in portable perks are from vendors. I think you get better discounts if you use your Disney visa.

 

[wdwdano@yahoo.com]

AGAIN. . . .it wasn't a perk it was a service that was included in the stay as a dvc member. If you were a DVC member you could show your DVC card and get in. I found out after I had gotten a great massage there. They mentioned there was a steam room, sauna, and spa with fruit(no longer there)water, cold towels, lockers,showers etc that I could use while I was there. They also mentioned anytime I wanted to use it, I just had to show my DVCcard. IT WAS NOT A PERK. WHY DO PEOPLE KEEP REFERRING to it this way.

 

[Chuck S]

it wasn't talking about it was talking about services as a whole that were once free but now cost. Disney splits services up and puts them into amenities(like any hotel) and your little perks booklet in which I have pointed out that most of the discounts in portable perks are from vendors. I think you get better discounts if you use your Disney visa.

The only "service" as far as DVC that I can think of that used to not charge, but charges now, is valet parking. And that is no longer a Disney provided service, hasn't been for a couple of years, it is from an outside vendor.

Independent vendors are free to offer, or not offer, any discount to members they wish...it was never a part of the membership.

First, I’m not sure I agree with the basic premise that I bought DVC to simply buy a hotel room for the next 40-50 years.

But according to documents we signed at purchase, that IS exactly what you bought. There is no guarantee that the DVC resorts will continue to be managed by Disney. The management can change to another company, like Marriott or Hilton. I think it is unlikely, but it is possible.

WDW could even cease to operate theme parks, leaving DVC as just another timeshare (we also acknowledged this in our documents).

 

[wdwdano@yahoo.com]

You are totally missing my point with the regards to discounts. I said that they are offered more frequently from vendors. That being said. . . Disney creates the illusion that the perks are theirs but really they are just being offered by most of the participating merchandise locations. Don't get me wrong there are a couple but I find myself using the perks booklet less and less.

 

[Chuck S]

You are totally missing my point with the regards to discounts. I said that they are offered more frequently from vendors. That being said. . . Disney creates the illusion that the perks are theirs but really they are just being offered by most of the participating merchandise locations. Don't get me wrong there are a couple but I find myself using the perks booklet less and less.

I don't see where you'd get the impression that Disney is creating the illusion that the "perks are theirs." Now, Disney does own/operate some of the locations that give discounts, like Olivia's, and of course, the $100 AP discount comes from Disney, but I was never under the impression that the perks from Ghiradelli, Rainforest Cafe or any other outside vendor was a "Disney" perk.