Something stinks at AKV and its NOT the animals!

[spiceycat]

so sorry this happened to you.

dvc should have stated on their website that the decision is AKL not DVC.

they did not.

so understand why you are upset.

that say go to www.dvcmember.com - go to contact us - and ask for member satisfaction there.

she might not be able to help with your room assignment, since it is AKL and not DVC - but she might be able to help you feel better.

that say, remember you have 48 years to watch the animals - just this time you will have to walk around to see them. so sorry.

 

[Dean]

Let me give you 3 real world examples that have happend to us out of many. A few years ago we made an exchange to Gatlinburg for a fall colors week. This was a gift for my mom and ailing step dad as they loved the place. After all was set and they had arranged time off from work, II called and said they really didn't have the week. They gave us a week in early Sept instead of Oct. It worked out but it was a much larger issue than your's but we accepted it more easily and moved on. A couple of lessor, but more recent examples. We were at Amelia Island recently. I looked on the TV online directory for restaurant hours and we made decisions accordingly. After a long and busy day we decided to go back to the resort, which was somewhat isolated, and have a light meal at the restaurant. You guessed it, the hours on the TV online directory were wrong and the restaurant closed earlier (5 instead of 9) so we just had snacks as we were too tired to go back out. And one right here and now. The way we handled it was that on check out we let them know the error and suggested they correct it. We're currently staying at the Aruba Surf Club which previously allowed guests at the Aruba Ocean Club to share their pools (and vice versa). That is no longer the case and I know that. However, the online advertisement on the TV telling about Marriott (similar to the DVC ad channel) says it's allowed. Of course it also advertises a timeshare resort option as available that Marriott dumped maybe 5 years ago. But If I'd seen that it was allowed, talked it up to the kids and then the rug was pulled out from under us, I would have been aggravated but not nearly as upset as you are over this issue.

 

[Tozzie]

Its percisely people like you that allow things to continue as is until it effects them, THEN all of a sudden its a problem.. Well.. I'm sorry.. at this point I could careless what you think my motivation is.. but I will tell you and everone else one more time.. my motivation is NOT to get special treatment, freebies, or anything else like that that I have heard others on this board post about in the past.. My motivation is to have a process that is refined and clear for everyone involved going forward so everyone knows what to expect..

You must be one of those that think just because Disney does something, it must be okay because "Hey, its Disney! There can't possibly be anything done better!"

As I said before.. I'm not that kind of person to accept things as they are just because that is the way they are.. I guess that is the difference between a follower and a free thinker and doer..

It isn't precsicely peopel "like me" quite an assumption on your part, if I thought they were wrong I would say so I don't think DVC did anything wrong and I don't think you have a valid complaint, you want everything to revolve around your reservation and that isn't going to happen. You knew this was a possibility, you lived by the adage "this is going to happen to me" and now you are upset.

When they displaced the Concierge guests I spoke up about that because that was clearly wrong, this isn't wrong you want to believe there is a great big conspiracy and that simply isn't the case.

 

[rsimon]

Dean,

I'm not an idot and I understand hotel reservation systems and timeshares. I also understand businesses and how they run and should run for efficiency purposes.. I think you over estimate how "upset" I am over this..

I could take or leave this trip and will cancel it if the family members we set up to meet cancel. I am more concerned over the process in general. I am just the beginning of a long period of time that this will be messed up and DVC and AKV don't have it worked out..

If you think the concierge issue was bad, this could be right up there with it and it was totally avoidable with some planning and propper execution. I am ONLY posting on here to let others know and to create an awareness.

As far as your argument as to why they can't "split" up a reservation or won't split up a reservation that is checking in sooner. I'm sorry, you must not realize that it happens all the time when they don't have availability for a specific category of room at DVC.. If I want Savannah view, and they look on their system and say, "We only have it available on these dates", then I can easily say.. "Okay, put me in there for those dates and the whatever else you have for the others".. This is common practice. The problem here is, DVC booked everyone as if the rooms were there, but then didn't follow the guidelines as they would if the rooms never existed in the first place.

If this was handled properly, then people that already had standing reservations could have been notified based on their booking date that they were downgraded on days, 1, 2, 3 of their stay because they don't have a savannah view room available on those days. This informaiton was known way in advance.. Everyone with bookings that were made far enough out would have had priority on the rooms they DID have.. Any NEW reservations coming in would see what the true availability was and would know they weren't getting savannah view..

I can't make it any easier than this.. If it is still too hard to understand, then I'm sorry.. it is quite simple to me and should be to the people in charge at Disney.. My goal is to either understand their logic, or to have them refine their process and make it predictable. It is amazing with all the conversations that I have with Disney managers, that they all have indicated the system is flawed to some degree.

 

[Laurabearz]

I am curious...

Is there anything that DVC can do, other than getting you some animals to look at when your in your room, that would make you feel better?

 

[dzorn]

Though I understand your point that it should be by booking date you obviously knew it was a possibility months ago (even if you though you were safe by the 11 booking) and could have changed it then.

I also understand that it was not the case when you booked 11 months ago, I assume (not sure) but when DVC found out about no animals that they did and should have notified everyone with a reservation during that time period that it was a possibility. To give them the option to change or not.

You took a shot and it did not work out.

I think it is unrealistic to expect people to move rooms during a stay unless they booked a split category. This would cause unnecessary loss of vacation time for the displaced families (packing, check out, waiting for the new room) not to mention extra cleaning cost which we pay for in dues. Yes I understand that happens all the time but people choose to take the reservation that way they are never forced upon them.

I also think DVC did not change to standard view for all reservation on the sunset during that time because the animals may be there for some of the time period of the reservations and would not know until closer to the actual dates how construction was going. (Not to mention they seem to mess more up when they tweak the computer system)

Hope you have a magical trip anyway.

Denise in MI

 

[dianeschlicht]

I am curious...

Is there anything that DVC can do, other than getting you some animals to look at when your in your room, that would make you feel better?

I'm kind of wondering that too. Is it the process that makes this not possible to resolve, or the fact that you wont have a savanna view?

After staying at AKV, we have decided that a non-savanna view isn't all that bad, because there are so many other spots to watch the animals from. Each hallway has little sitting areas in front of savanna view windows that are magnificent places to watch the animals from.

Also, we didn't get lucky enough to get a savanna view Club level room last trip (you take a chance on that one and can make a no guarantees request only), but we certainly saw plently of animals, even though they weren't right outside our door. It didn't ruin our trip in any way.

 

[JSTX]

You know everyone keeps saying how everyone should have known this was a potential issue if they were booked in a Savannah view room during this time frame, but how would a DVC Member know this was a potenial issue?

When reservations were made 11 months ago, DVC/AKV had not made the announcement so Member Services did not know to tell DVC members of the potential. As far as I know, the only annoucement made was on the DVC Member Web site, which is great for those of us who are online all the time, but what about all the DVC Members who DO NOT use the web. We never received a letter, phone call, or any other notification from DVC that this was a potential. So I am confident that this issue is/will catch a bunch of DVC members off guard.

This goes back to the initial point that notification should have been done a long time ago, and not just 2 weeks prior to the reservation date.

 

[Dean]

Dean,

I'm not an idot and I understand hotel reservation systems and timeshares. I also understand businesses and how they run and should run for efficiency purposes.. I think you over estimate how "upset" I am over this..

I could take or leave this trip and will cancel it if the family members we set up to meet cancel. I am more concerned over the process in general. I am just the beginning of a long period of time that this will be messed up and DVC and AKV don't have it worked out..

No one said you were an idiot, only unrealistic with expectations greater than the norm. Also, IMO, your making a mountain out of a mole hill. Your option, we all have our pet peeve buttons.

If you think the concierge issue was bad, this could be right up there with it and it was totally avoidable with some planning and propper execution. I am ONLY posting on here to let others know and to create an awareness.

IMO, there is no comparison. The difference between concierge and other options is FAR greater than the difference between Savannah view with or without animals. Plus those people were given essentially no choices and in most instances, relocated to SSR or similar with no other options. A few were able to get something better. And even then it was an inherest risk that most members should have known was at last a possiblity. But if people weren't warned with that instance, I think you've warned them a few times.

As far as your argument as to why they can't "split" up a reservation or won't split up a reservation that is checking in sooner. I'm sorry, you must not realize that it happens all the time when they don't have availability for a specific category of room at DVC.. If I want Savannah view, and they look on their system and say, "We only have it available on these dates", then I can easily say.. "Okay, put me in there for those dates and the whatever else you have for the others".. This is common practice. The problem here is, DVC booked everyone as if the rooms were there, but then didn't follow the guidelines as they would if the rooms never existed in the first place.

Technically they could split reservations based on day by day priority but they won't and it would be unreasonable to ask them to do so. In the situation you reference the member has the option up front to accept a split stay. I am not aware of DVC enforcing a split stay after the fact. In some cases where view, room type, etc has been an issue they some have been offered the option. The only time they'd force you to move would be if you had a split stay reserved or the unit was out of service for something large like a water leak.

If this was handled properly, then people that already had standing reservations could have been notified based on their booking date that they were downgraded on days, 1, 2, 3 of their stay because they don't have a savannah view room available on those days. This informaiton was known way in advance.. Everyone with bookings that were made far enough out would have had priority on the rooms they DID have.. Any NEW reservations coming in would see what the true availability was and would know they weren't getting savannah view..

If you're saying they should enforce a split stay so you can get a view of the animals, I'd totally disagree with you. Other than the relative late notice, who's to say they didn't do it correctly. If they did as I said and as I understoud they told you, assigned units that started day 1, then assigned available units that started day 2 and so on, I'd say they did it correctly EVEN if that means some of those got a better unit than they would have gotten on your check in day. It is absolutely unreasonable to expect they'd look at EVERY reservation for the entire period and assign only those units that were reserved day 1 in the first hour. Then they went to the next hour and so on. Doing what's available for day 1, then seeing what's left on day 2, etc is the proper approach. Technically they reserved earlier than you, even if they reserved relatively later compared to when they could have booked. No wonder DVC doesn't pay any attention to requests anymore, who could blame them.

I can't make it any easier than this.. If it is still too hard to understand, then I'm sorry.. it is quite simple to me and should be to the people in charge at Disney.. My goal is to either understand their logic, or to have them refine their process and make it predictable. It is amazing with all the conversations that I have with Disney managers, that they all have indicated the system is flawed to some degree.

Every system has flaws and people that don't follow the rules. IMO, DVC's lack of attention to requests is one of the major flaws of their system but as I noted above, I guess it's understandable they gave up.

 

[bobbiwoz]

You know everyone keeps saying how everyone should have known this was a potential issue if they were booked in a Savannah view room during this time frame, but how would a DVC Member know this was a potenial issue?

When reservations were made 11 months ago, DVC/AKV had not made the announcement so Member Services did not know to tell DVC members of the potential. As far as I know, the only annoucement made was on the DVC Member Web site, which is great for those of us who are online all the time, but what about all the DVC Members who DO NOT use the web. We never received a letter, phone call, or any other notification from DVC that this was a potential. So I am confident that this issue is/will catch a bunch of DVC members off guard.

This goes back to the initial point that notification should have been done a long time ago, and not just 2 weeks prior to the reservation date.

By May, for sure, MS did know, when I booked for March, it was mentioned during the process and it says so on the reservation.

Although many here have not been sympathetic to the OP, he knows what he means and how he feels about the situation. I for one, hope that he gets a view with animals.

Bobbi

PS. Besides the one night savannah view, in March, DH and I have 3 nights in Concierge. I don't expect to have a savannah view but would look at one as extra pixie dust. I do think the issue is different than the concierge view.

 

[Dean]

You know everyone keeps saying how everyone should have known this was a potential issue if they were booked in a Savannah view room during this time frame, but how would a DVC Member know this was a potenial issue?

When reservations were made 11 months ago, DVC/AKV had not made the announcement so Member Services did not know to tell DVC members of the potential. As far as I know, the only annoucement made was on the DVC Member Web site, which is great for those of us who are online all the time, but what about all the DVC Members who DO NOT use the web. We never received a letter, phone call, or any other notification from DVC that this was a potential. So I am confident that this issue is/will catch a bunch of DVC members off guard.

This goes back to the initial point that notification should have been done a long time ago, and not just 2 weeks prior to the reservation date.

I would agree that DVC should have contacted each reservation by email that would be potentially affected to alert them. I didn't mean to imply that everyone knew, but that the OP did. It was on the website and discussed extensively on DIS as well as other similar locations. So MOST had the opportunity to know well in advance but not when they made the reservation. As I've tried to say previously in this thread, these are the types of things that happen with timeshares. I think many have too high of expectations with DVC.

 

[december14disney]

Dont cancel your trip because of this! Although it sucks and if it happened to be I would probably cry but the hotel is still gorgeous and there are SO many spots to see animals. Write a letter to member satisfaction and move on. Make magic on your trip yourselves and don't expect Disney or DVC to make the magic for you as much as we all WANT to expect that from them. I think Dean and others are right here. While the concierge thing made most of us want to scream that was so bad...this was warned for months now. We are expecting it and we are expecting others to be dissapointed if affected them. There will be some Disers that post of their dissapointment that they (just like you) were one of the ones picked to have to downgrade and that they, like you, booked at like 9:01 AM on the 11 month window.... And that stinks and we will feel bad for them. But also...there are other options. If you would really not experience AKV without the Savanna view see if another resort is available like the Boardwalk or something as fun and entertaining. It would be such a sad thing to lose out on memories from a family trip because of a dissapointing mishap. Best of luck..

 

[tjkraz]

When reservations were made 11 months ago, DVC/AKV had not made the announcement so Member Services did not know to tell DVC members of the potential.

The announcement wasn't up 11 months in advance but it was pretty darn close. It first became public knowledge around February 27, 2008 (LINK). So they missed being 11 months out by 10-14 days.

As far as I know, the only annoucement made was on the DVC Member Web site, which is great for those of us who are online all the time, but what about all the DVC Members who DO NOT use the web. We never received a letter, phone call, or any other notification from DVC that this was a potential.

But at a certain point we have to acknowledge that ignorance is not a valid defense. The existence of the website is no mystery. Members get their PIN numbers with initial purchase docs or shortly after buying resale. DVC has been reinforcing use of the site for some time now. And stories stay up on the "news" page for a long time even for those who are only casual visitors. The Sunset Savanna story is still up now.

This issue was also noted in the Summer issue of Disney Files mag.

 

[dzorn]

I would agree that DVC should have contacted each reservation by email that would be potentially affected to alert them. I didn't mean to imply that everyone knew, but that the OP did. It was on the website and discussed extensively on DIS as well as other similar locations. So MOST had the opportunity to know well in advance but not when they made the reservation. As I've tried to say previously in this thread, these are the types of things that happen with timeshares. I think many have too high of expectations with DVC.

There was notice in the Disney Files Magazine Summer 2008 edition. Which is mailed to every member. Though I agree they should have contacted everyone by e-mail. If you know and choose to gamble then it's no ones fault but your own.


Denise in MI

 

[Dean]

There was notice in the Disney Files Magazine Summer 2008 edition. Which is mailed to every member. Though I agree they should have contacted everyone by e-mail. If you know and choose to gamble then it's no ones fault but your own.


Denise in MI

I know I sound somewhat cold on this subject but I'm really not. I do understand the emotions that go into these issues and that sometimes it gets you beyond the facts involved. It's just at some point you've got to let it go and look at the big picture. Other than a possible indication that DVC has lost control, this really isn't a big picture item.

 

[SuzanneSLO]

It seems apparent that DVC will NEVER again promise to assign rooms for any reason based on booking date. The notice for the next such issue will simply say that DVC will randomly assign those with reservations to the preferred rooms and if you can't live with that uncertainty, we suggest you find alternate accomodations.

I think that the OP's problem here is that DVC said it would not be totally random when doling out the good rooms and that based on this, the OP assumed that the use of booking date as a factor would weigh in his favor. As result, he knew he was gambling but thought that the cards were stacked in his favor. -- Suzanne

 

[toocherie]

It seems apparent that DVC will NEVER again promise to assign rooms for any reason based on booking date. The notice for the next such issue will simply say that DVC will randomly assign those with reservations to the preferred rooms and if you can't live with that uncertainty, we suggest you find alternate accomodations.

I think that the OP's problem here is that DVC said it would not be totally random when doling out the good rooms and that based on this, the OP assumed that the use of booking date as a factor would weigh in his favor. As result, he knew he was gambling but thought that the cards were stacked in his favor. -- Suzanne

I don't think it is apparent at all! DVC seems to repeatedly make the same errors . . . . .

 

[dzorn]

I know I sound somewhat cold on this subject but I'm really not. I do understand the emotions that go into these issues and that sometimes it gets you beyond the facts involved. It's just at some point you've got to let it go and look at the big picture. Other than a possible indication that DVC has lost control, this really isn't a big picture item.

Dean,

I don't think you sound cold just realistic. I find your post usually very informative.

Not picking on you just usually quote the person above me when I want to post something instead of scrolling up to the main reply.

Denise in MI

 

[Dean]

Dean,

I don't think you sound cold just realistic. I find your post usually very informative.

Not picking on you just usually quote the person above me when I want to post something instead of scrolling up to the main reply.

Denise in MI

Actually I didn't take it you were picking on me at all, I thought you were more agreeing with me. It just seemed like a good time to give a disclaimer, sorry if it came across that I took your post in the wrong way. Sometimes my unemotional posting style gets people going.

 

[Dean]

I don't think it is apparent at all! DVC seems to repeatedly make the same errors . . . . .

In this instance they made the mistake twice of trusting AKV to do it right. I'm betting they had assurances after the last issue that it would be handled better. Some would say it was not but I don't think this one report proves that. In many ways I'd say quite the reverse. The only real gripe I've seen so far that I think is truly legit is the later notice. Otherwise it seems they followed their stated goals or at least they report they did, we really have no way of knowing. While some may disagree with their choices, it was a reasonable choice to go day by day for unit assigments and assign those units for a given check in day to the AVAILABLE units based on the relative priority of those reservations, and those alone, then do the same for the next check in day.

Unfortunately Disney's and DVC's approach to fixing a problems is more often than not, something that a large portion of the members think will be worse than the problem.