Something stinks at AKV and its NOT the animals!

[Dean]

I agree this is a poor practice. DVC should block rooms when booked. I know the entire travel industry from hotels to airlines overbook capacity expecting cancellations (poor policy). Some decide who they are going to stick it to based on check in order, others do it based on repeat customers or who they think will be easiest/cheapest to appease or move.

I have a slightly different take. While it's disappointing, I think DVC members are expecting too much in these areas. Whether it be a closed pool or the animals, to me it's just one of those things. Charging SV points instead is a fairly generous adjustment I'd say. It's not like this is a surprise like the concierge issue was, this has been on the Members Website for some time. Wait till you get the call that you really don't have a reservation after you plan vacation time and have air booked, that's when it gets more annoying. Or you get to that World Class resort only to be told they're putting you in the lower resort across the street and don't have a good explanation as to why. For those thinking of exchanging through RCI, heed these words, esp if you trade to the Grande Mayan resorts.

 

[december14disney]

I have a slightly different take. While it's disappointing, I think DVC members are expecting too much in these areas. Whether it be a closed pool or the animals, to me it's just one of those things. Charging SV points instead is a fairly generous adjustment I'd say. It's not like this is a surprise like the concierge issue was, this has been on the Members Website for some time. Wait till you get the call that you really don't have a reservation after you plan vacation time and have air booked, that's when it gets more annoying. Or you get to that World Class resort only to be told they're putting you in the lower resort across the street and don't have a good explanation as to why. For those thinking of exchanging through RCI, heed these words, esp if you trade to the Grande Mayan resorts.

I kind of thought of it like Dean. This notice has been out a long time and when I joined DVC a month ago it was ALL over our papers. It stinks SO bad but I have read other things on the boards that really were a surprise...like that time the whole 5th floor rooms at AKV were gone and they were booking people at other DVC resorts. That was a mess.

 

[rsimon]

Okay everyone, here is an update and WOW have I learned a lot that I don't think many others know about when it comes to priorities, bookings with DVC, and how the rooms are blocked.

I have talked to the manager at AKV in charge of blocking the rooms and DVC managers (although I have not been allowed to talk to anyone in "member satisfaction"). DVC takes the reservations based on what they see as available at the time. So yes, we did day by day calling every morning as soon as DVC opened for this reservation.

Okay, now anyone else can make reservations for that same time as ours, after ours, and people can also make reservations where they check in prior to our arrival and that all effects what room you really get. Then at some point prior to the actual days, AKV people decide what rooms to block out for everyone based on the reservations they have. The priority placed on who gets what is based on when you made your reservation as everyone knows, but ALSO, who checks in first which I don't think many people know.

So, for example; I am checking in on the 18th, I made my reservation at the 11 month window and I have priority over most people checking in on the 18th for room assignments. However, anyone who is checking in prior to me (even if they made reservations after me) will get the best room available there at the time they check in. That will then bump anyone that checks in after that person into whatever room is available when they check in.

Okay, kind of makes sense and usually this wouldn't be a problem as savanah view is a savanah view. However, this time it does matter as they took away savanah view rooms after our reservation was made. Instead of reclasifying the rooms that were effected as standard view at that point and notifying people there reservation was not going to be a savanah view, DVC decided to let AKV work it out and notify people while they kept taking reservations for savanah view even though they didn't have them to give.

This is a HUGE problem considering the method they use on who gets first dibs on which rooms. Meaning someone that made an AKV reservation well after the 11 month window for a savanah view that didn't really exist now gets first dibs on the savanah view room because they check in before us.

So much for the 11-month home resort advantage. The ONLY advantage that provides you is availability, but it doesn't provide you with an advantage on room quality or view quality.

So, DVC manager say's they can't do anything talk to the AKV manager and the AKV manager won't do anything and will not let us talk to their manager. BTW, the AKV manager that I did talk to said they were working on notifying people 30-45 days out.. THAT didn't happen.. So, instead of making this right and prioritizing based on reservation time vs check-in time, I am in a "waiting" queue if someone cancels. Like that will happen..

The long and the short of all this.. DON'T believe the 11-month advantage gives you anything other than a room.. All the resorts do the room blocking this way and anyone checking in ahead of you can knock you into a room with a less than ideal view and is marginally classified as the view you selected. Also, on a busy weekend, it may be in your best interest to check in prior to the weekend so you get the better room selection.

 

[Dean]

So much for the 11-month home resort advantage. The ONLY advantage that provides you is availability, but it doesn't provide you with an advantage on room quality or view quality.

A quote that could sum up the life of a timeshare owner, even Disney. I've warned many times that ocean front or ocean side units often don't have much of a view, sometimes none. It is what it is and someone's going to get the "bad" view. You're upset because it's you and I understand that.

 

[rsimon]

A quote that could sum up the life of a timeshare owner, even Disney. I've warned many times that ocean front or ocean side units often don't have much of a view, sometimes none. It is what it is and someone's going to get the "bad" view. You're upset because it's you and I understand that.

I'm upset because I had only 15 days notice for something that was supposed to have 30 or more days notice.. I am upset because DVC continued to take reservations for rooms they KNEW they didn't have.. I am upset because AKV will not do anything to "make it better" for the fact they waited so long to notify us.. '

Aside from all that.. the rest of my post is information only on how the process truly works since I don't believe most people realize that.

 

[Dean]

I'm upset because I had only 15 days notice for something that was supposed to have 30 or more days notice.. I am upset because DVC continued to take reservations for rooms they KNEW they didn't have.. I am upset because AKV will not do anything to "make it better" for the fact they waited so long to notify us.. '

Aside from all that.. the rest of my post is information only on how the process truly works since I don't believe most people realize that.

I understand the short notice, AKV handled the concierge issue just as badly and as short or worse short notice. My point was, stuff happens. I would bet if you push hard enough you will get a free meal or a few extra points back but you've got to decide how much time and emotion to put into it. Learning that things happen and dealing with them is part of the timeshare experience in my book. People who get truly upset over such things should NEVER exchange out, simply asking for a heart attack. Hopefully they can find you a better room, enjoy the trip regardless.

 

[rsimon]

I understand the short notice, AKV handled the concierge issue just as badly and as short or worse short notice. My point was, stuff happens. I would bet if you push hard enough you will get a free meal or a few extra points back but you've got to decide how much time and emotion to put into it. Learning that things happen and dealing with them is part of the timeshare experience in my book. People who get truly upset over such things should NEVER exchange out, simply asking for a heart attack. Hopefully they can find you a better room, enjoy the trip regardless.

We've played the timeshare business for a long time.. and we own two weeks at the Marriott in Miami. Out of all those times we have used it, we have learned things happen, however, this is the first time we have personally had a total screw up on the "timeshare" part. This is just poorly managed and the concierge issue was the SAME place.. Maybe poor management is the real issue here.

To be honest.. I don't care about the points.. I told them I wasn't looking for the points.. So more points back is not what I am looking for. I would rather they make it right and fair. I would rather they change their policies so others don't have the same issue. That is what I am looking to accomplish.. The only reason I haven't stayed on the concierge floor is they won't guarantee a savanah view, so that is all that mattered when we made the reservations.. The points are meaningless as I have plenty right now.

 

[DebbieB]

I understand your disappointment. I have a reservation for June and they only reason I really want to stay at AKV is the savannah view and being able to see the animals. I gave up a boardwalk view at BWV, I certainly would not want to look at grass. On the other hand, I don't see this as a "total screw up". They announced some time ago that this was going to happen and what the procedure was going to be (although they missed the 30 day mark which I'm not sure would have made a difference). You were just unlucky to be arriving on a holiday weekend with 100% occupancy. I would still pursue it while you are there, they may find something for you. They should be willing to move you the next day if a room opens up since you did make your reservation at 11 months.

 

[SuzanneSLO]

..

The long and the short of all this.. DON'T believe the 11-month advantage gives you anything other than a room.. All the resorts do the room blocking this way and anyone checking in ahead of you can knock you into a room with a less than ideal view and is marginally classified as the view you selected. Also, on a busy weekend, it may be in your best interest to check in prior to the weekend so you get the better room selection.

Actually your quote is what I understand ALWAYS is applicable at DVC when dealing with room requests within a guaranteed booking category: the person who booked 11 months ago has the same chance they will be given the dumpster view as the person who booked yesterday, the person who booked through CRO and the person who traded thru RCI.

The difference in the current situation at AKL is the language quoted on the website: "Approximately 30 days prior to arrival, the resort will determine, based on occupancy and BOOKING DATE ORDER, which Members will be assigned to a Sunset Savanna view room. [emphasis mine]"

It does lead one to assume that the booking date order will have some relevance to the determination as which guests will actually enjoy SV rooms. The OP is rightfully upset in this circumstance, as it appears that booking order is not actually being used as a factor in making this determination.

Since booking order may not be something the resort can or does track, I would expect that the determinaiton is actually made in the same way room assignments are normally made: occupancy, check in time, how nice you were to the CM at check in, length of stay, etc. I wouldn't be surprised if the website info is changed to better reflect the actual allocation of the true SV view rooms.

Although, as I look again at the website language, maybe the resort used booking order to put those booking order to allocate room facing the Sunset Savannah (where the animals are missing) and gave them firs tto those booking first and saved the other savannah views for those who booked later. While this is contrary to what any rational person would think should happen, it is not contrary to the website language. You have to remember that Alice in Wonderland does work for Disney!

Sorry to the OP and other who may end up in this situation. -- Suzanne

 

[kiingor]

We've played the timeshare business for a long time.. and we own two weeks at the Marriott in Miami. Out of all those times we have used it, we have learned things happen, however, this is the first time we have personally had a total screw up on the "timeshare" part. This is just poorly managed and the concierge issue was the SAME place.. Maybe poor management is the real issue here.

To be honest.. I don't care about the points.. I told them I wasn't looking for the points.. So more points back is not what I am looking for. I would rather they make it right and fair. I would rather they change their policies so others don't have the same issue. That is what I am looking to accomplish.. The only reason I haven't stayed on the concierge floor is they won't guarantee a savanah view, so that is all that mattered when we made the reservations.. The points are meaningless as I have plenty right now.

True- here, value is not the points or the rooms-, but the information and the time rismon took to plan this vacation. Who's to say that they won't screw up next time for somebody else who wanted a 2 bedroom and ended with a 1 bedroom with such short notice... and so on. Who wants to plan their vacation the entire year to having to just ended up with " it is what it is and just be happy we got a room.

 

[rsimon]

Here's another tid-bit.. I asked specifically the manager at AKV about moving into a room later in the week that was savanah view and was told there was no availability right now. So based on the logic they tried to tell me about why I was not getting a savanah room to begin with (because people checking in before me were getting them) then I would expect that NOBODY checking in the week I am there will get a 1 bedroom savanah view. That is very hard for me to believe, but I am going to push them on that again tomorrow when I talk to them again.

The language on the website does say booking order and that will be a point I will be making to the AKV manager as they do know excactly when each person made their reservation. In fact they knew mine down to the day and time so they could have used that information.

As for persuing this while I am there, sure thing.. I plan on it.. As I said.. I am more interested in them fixing their problem so it doesn't happen to us or anyone else in the future and I plan to push them on it. I want to trust they will be fair in the future bookings we have and others have.

 

[SunnieRN]

Now I will admit I am new to dvc, but come on people, lets be logical here!
As dvc members we bought what we feel was our best possible choice to enjoy disney vacations where/when and how we wanted.
We also agreed to "use" the system the way it was set up in order to use our points how/when and where we want as long as there is availability.
Now, we are a captive audience who will provide repeat business. That does NOT mean we should expect or accept shoddy service!
There should be no possible way that someone who booked the first min. their window of opportunity opened should not receive the sevice they requested, when someone who booked two days, one month or four months later does. That is ludicrous and everyone should be upset about this.
Things at animal kingdom seem to be poorly run, but ms has to take their share of the blame also.
I would be upset if this happend to my family, just as I would have been furious if I had been involved with the other faux paus of the concierge scandal.
Disney would NEVER treat a cash paying customer this way, so what makes it alright to treat a dvc member this way?
Rant over, I hope this turns out well for your family!!
I am definately attending the members meeting next Dec. 9. I hope there is a time where members can address such issues.

 

[marynvince]

With a fixed number of rooms available and lets assume near 100% occupancy, I think you have to award/reward those that arrive first with their preference, better one happy then 2 disappointed. If this is what has happened to you and you would unfortunately be left without a savannah view, you are disappointed/mad you didn't find out sooner? What would you have done had you found out 2 months ago? Would you have cancelled your reservation? If you can still, I'm sure member services will work with you to cancel your current reservation. If you would have accepted it as a bad break, simply do that now. You talk of DVC making things right, If your are hoping they will change your current reservation so that you can inconvienence another member on short notice, that's not very neighborly. If you are thinking they will change policy because you call every day, that's a bit arrogant. Either way doesn't seem like you have much of a vacation to look forward to and I'm glad we are pulling out of Animal Kingdom on the 14th before you arrive. I made reservations in August and was fully aware of the planned Savannah closure. When life gives you lemons....you know the rest.

 

[Dean]

We've played the timeshare business for a long time.. and we own two weeks at the Marriott in Miami. Out of all those times we have used it, we have learned things happen, however, this is the first time we have personally had a total screw up on the "timeshare" part. This is just poorly managed and the concierge issue was the SAME place.. Maybe poor management is the real issue here.

To be honest.. I don't care about the points.. I told them I wasn't looking for the points.. So more points back is not what I am looking for. I would rather they make it right and fair. I would rather they change their policies so others don't have the same issue. That is what I am looking to accomplish.. The only reason I haven't stayed on the concierge floor is they won't guarantee a savanah view, so that is all that mattered when we made the reservations.. The points are meaningless as I have plenty right now.

I guess the difference is I see this as a small item and you see it as a big one, different strokes. The only way they can fix it is take the room away from someone else who also likely planned and anticipated and it would be even shorter notice. Someone they've already judged deserved it more than you based on the criteria they're using. Not having a reservation on such short notice would be a big item, to me this is simply a bump in the road. But I do understand that you plan, talk up and build up certain things and it hurts to have it pulled out from under you. It seems obvious they gave you half information and were just trying to placate you. The truth is likely that someone assigned all the rooms with little worry about this issue and only then did they start to look to see who would be displaced. BTW, you're likely going to meet someone there who made a reservation much later, likely with non AKV points, and is in SV where you were supposed to be. Just prepare yourself.

 

[bobbiwoz]

..
The language on the website does say booking order and that will be a point I will be making to the AKV manager as they do know excactly when each person made their reservation. In fact they knew mine down to the day and time so they could have used that information.

As for persuing this while I am there, sure thing.. I plan on it.. As I said.. I am more interested in them fixing their problem so it doesn't happen to us or anyone else in the future and I plan to push them on it. I want to trust they will be fair in the future bookings we have and others have.

I do agree with you. When I booked a trip for March, I noted the wording and figured that at 11 months to the day, I would get a savannah with animals. MS should have taken all villas facing the sunset savannah out of the "savannah view" category on a certain date, then there wouldn't be a problem. If there were animals on the date, so be it, rather give people a surprise than disappoint like this.

For me, it is only one night, but it was for a friend who unfortunately passed away before getting to stay there with me and DSis. So, what my DSis and I get for the one night isn't that important any more, we are going to Florida to remember our DF's life.

Bobbi

 

[rsimon]

With a fixed number of rooms available and lets assume near 100% occupancy, I think you have to award/reward those that arrive first with their preference, better one happy then 2 disappointed. If this is what has happened to you and you would unfortunately be left without a savannah view, you are disappointed/mad you didn't find out sooner? What would you have done had you found out 2 months ago? Would you have cancelled your reservation? If you can still, I'm sure member services will work with you to cancel your current reservation. If you would have accepted it as a bad break, simply do that now. You talk of DVC making things right, If your are hoping they will change your current reservation so that you can inconvienence another member on short notice, that's not very neighborly. If you are thinking they will change policy because you call every day, that's a bit arrogant. Either way doesn't seem like you have much of a vacation to look forward to and I'm glad we are pulling out of Animal Kingdom on the 14th before you arrive. I made reservations in August and was fully aware of the planned Savannah closure. When life gives you lemons....you know the rest.

2 months ago would have changed things actually.. Even 30 days ago would have changed things.. We only recently made plans with other family members to meet them there otherwise I would cancel, but I don't want to mess up their plans as well.. DVC knew and AKV knew the situation well in advance as we did.. Yet they chose to wait until the last minute to notify us.

In all fairness, IF you had a reservation and knew that if you were not notified otherwise after the 30 day mark, wouldn't you figure that you were all clear? Know that you made the reservation at the 11 month window and no notification, wouldn't you think you were "safe"? I think that is reasonable to expect.

As far as being a pacifist as you seem to be, I'm sorry, that is not for me. I choose to try and change things when they don't make sense instead of just saying "oh well, it is just a small bump". I figure if things aren't brought to a company's attention, then they believe it is alright and things never change. I am NOT looking for freebies, or anyone's sympathy.. I am looking to provide others with information on how things are working in hopes that things can change and become better now and in the future for everyone.

I don't see that I am displacing anyone. I look at it as the people that booked after me, displaced me, so no I don't have a problem with AKV making changes to bring fairness back to the room allocation. Again, I had choices when I made this reservation and I had choices 30 days ago, now I feel they backed us into a corner where we don't have many choices.

 

[rsimon]

I do agree with you. When I booked a trip for March, I noted the wording and figured that at 11 months to the day, I would get a savannah with animals. MS should have taken all villas facing the sunset savannah out of the "savannah view" category on a certain date, then there wouldn't be a problem. If there were animals on the date, so be it, rather give people a surprise than disappoint like this.

For me, it is only one night, but it was for a friend who unfortunately passed away before getting to stay there with me and DSis. So, what my DSis and I get for the one night isn't that important any more, we are going to Florida to remember our DF's life.

Bobbi

I am very sorry to hear about your friend.. That is sad they never got to be there to see it with you before they passed..

 

[SunnieRN]

With a fixed number of rooms available and lets assume near 100% occupancy, I think you have to award/reward those that arrive first with their preference, better one happy then 2 disappointed. If this is what has happened to you and you would unfortunately be left without a savannah view, you are disappointed/mad you didn't find out sooner? What would you have done had you found out 2 months ago? Would you have cancelled your reservation? If you can still, I'm sure member services will work with you to cancel your current reservation. If you would have accepted it as a bad break, simply do that now. You talk of DVC making things right, If your are hoping they will change your current reservation so that you can inconvienence another member on short notice, that's not very neighborly. If you are thinking they will change policy because you call every day, that's a bit arrogant. Either way doesn't seem like you have much of a vacation to look forward to and I'm glad we are pulling out of Animal Kingdom on the 14th before you arrive. I made reservations in August and was fully aware of the planned Savannah closure. When life gives you lemons....you know the rest.

My suggestion is to make decisions when they announce a plan (like closing the savannah) and let the people it will affect know within a reasonable amount of time. (Maybe 30 days after the announcement is made vs two weeks prior to a trip.
Better planning is all.
To set the record straight I didn't join AKV for the savannah view alone. If it happend to me I would be a bit miffed, disappointed, but still have a great trip.
It's just a bit scary things keep happening at AK and not other dvc's. Is it dvc management, akv management or a combo? Lets fix it!! Anything is fixable!!

 

[KirstenB]

Op, it does sound suspect. Not only that, but you did everything "right". Booked home resort in January at 11 mth window. If you're like me, you've daydreamed about this trip for 11 mths. Definitely not cool of DVC.

We're OKW members, and got to stay for the first time at AKV last summer, savannah view. DH was over the moon. This year, we don't have savannah view, but we didn't book it, either. I hope they can work this out for you.

 

[december14disney]

Perhaps things will be ALOT better when Kidani is open so that there is so much more availability and we wont have to worry about things like this.