Starting to feel like a second class citizen

[bpmorley]

This is now the second time we've been treated like second class citizens, while someone staying on cash gets the red carpet treatment.
We arrived at SSR around 1pm on Thursday October 6th. Our room wasn't ready, we didn't expect it to be. We went out to lunch and received a text that our room was ready around 2:30. We get to the room around 4:30 and there are guys working on our patio. I called the front desk and asked how long this was going to be and if they were gonna be working tomorrow. They said operations would call me back. Good thing we didn't wait around. They called back around 7 and said that they're not sure where they would be working the next day and that if they were working around the room that we could get a new room assignment the next day. Well the next morning their at it again. I call the front desk and I'm told that the resort is at 100% capacity. I get a manager, then another one, then I'm on hold for a bit. now remember, I'm on vacation and it's 8am. Finally they somehow find me a room, but it won't be ready until 4. We have to leave our room by 11. Here's a waste of a vacation day and it's beautiful out. We pack up and wait for the text that never came. Luckily the girl at the front desk had given me the room number beforehand so we just went over around 3. Just after we get showered and are figuring out what we want to do the rain starts and it doesn't stop til Sunday afternoon. The only nice weather and we're stuck packing, moving and unpacking. I'm not mad that work was being done, I'm mad that they gave us a room with the work being done. That room should be off the inventory until the work is finished. Now here is the kick in the head. We're by the pool and talking to people at the next table. They're staying on cash. They rented a studio for 4 adults. When they got to the room they saw that there was only 1 bed and a pullout. They called the front and complained about the size and got upgraded. I'm sorry, but that is unbelievable. They get a bonus while DVC tried to stick us in a room under construction. This is the second time we've had a problem with a room and we treated like we were trying to get over while someone on cash got everything they wanted and more. The first time we had no electric in our studio and when I went to the front desk I was told that there were no more studios available and we would have to use points to get a 1bdr if we wanted electric. They didn't have anyone around at midnight to fix the electric in our room. At the same a time we met a couple that spent $49/night for the All-stars, were upgraded to a studio at SSR and when they said their room smelled like smoke they were upgraded to a 2bdr, refunded their money and given a gift cert for a free dinner.
Is it me or is there really something wrong with this picture???? I know I'm not the only one with some of these stories. I just think that as members we should be treated a little better. We're the ones coming back year after year. Someone on cash may only be coming once. this last time has made me really consider selling my points back and giving up. Plus i could get some free dining while on cash

 

[nolanboys]

What a horrible start to your vacation.I certainly understand your frustration. I hope you write a letter or email to member services. They need to be made aware of these situations so they can hopefully rectify them. If you contact them, let us know their response. I don't expect to be treated better than cash guests, but I do expect to be treated as nicely!

 

[Simba's Mom]

I was told that there were no more studios available and we would have to use points to get a 1bdr if we wanted electric. They didn't have anyone around at midnight to fix the electric in our room.

I had to shake my head in horror at this one. You muct have been so upset to be told, essentially. that electricity in you studio wasn't a guarantee. I guess they missed that part in the sales presentation. I thought it was bad when we were told that having a tub in our studio wasn't a guarantee. And yes, we considered selling after that one, too (there was more than just that one comment). But no, we didn't sell-and almost 10 years later, we're really glad we didn't. But I'm so sorry, I can imagine how frustrated you must feel!

 

[bpmorley]

What a horrible start to your vacation.I certainly understand your frustration. I hope you write a letter or email to member services. They need to be made aware of these situations so they can hopefully rectify them. If you contact them, let us know their response. I don't expect to be treated better than cash guests, but I do expect to be treated as nicely!

My wife already wrote them and I'm still putting a letter together. I really want some compensation for losing a day of my vacation. They think nothing of upgrading and kissing the asses of the cash customers, but we've made a much bigger investment. I don't get it sometime

 

[FreeTime]

I am sorry you had a bad start to your trip. I agree that it seems those paying cash are treated much better. Our last stay at BWV the room had this horrible burning electric smell the entire time. Nothing was done about it. Before that, we were given a room where the carpet had just been cleaned and a huge industrial fan had to be ran for 2 days to dry it. Nothing else available!!! But yet others are upgraded, sent to other resorts, etc. I guess they feel that we are locked in...

 

[mjc2003]

We're the ones coming back year after year. Someone on cash may only be coming once.

Unfortunately, this is exactly why things are what they are. They already have you, as you say, coming back year after year. The customer that comes on cash and may only come once is their priority b/c it's their job to get them to come back.
They've already sold you. Now on to the next person. Sad, but reality.

Really sorry to hear your story. I would bet if you stay on top of it that they might return you some points.

 

[BEASLYBOO]

It's unfortunate that you've had these issues, and it certaily wasn't handled correctly at all! I've been a DVC owner since 2000, I've stayed at SSR many times, as well as every other resort other than BLT and THV, and I've been lucky, few issues if any. The worse, a toilet that ran and spritz up and out, fixed almost immediately, and the other I think we had 2 out of every 3 lightbulbs out in the villa, both at OKW. SSR I've aways found to be super clean and well kept.

Of course this probably doesn't help to make you feel any better, but hang in there, it has to get better.

 

[bpmorley]

I had to shake my head in horror at this one. You muct have been so upset to be told, essentially. that electricity in you studio wasn't a guarantee. I guess they missed that part in the sales presentation. I thought it was bad when we were told that having a tub in our studio wasn't a guarantee. And yes, we considered selling after that one, too (there was more than just that one comment). But no, we didn't sell-and almost 10 years later, we're really glad we didn't. But I'm so sorry, I can imagine how frustrated you must feel!

What's worse is that we reported around noon. We didn't realize that we didn't have electric. We got into our room and the TV didn't work. We didn't try any lights because the room was so sunny already. We went out all day and when we got back we realized the whole room was out. So they had all day and never sent anyone over. That's extremely poor service if you ask me

 

[vakamalua]

Unfortunately, this is exactly why things are what they are. They already have you, as you say, coming back year after year. The customer that comes on cash and may only come once is their priority b/c it's their job to get them to come back.
They've already sold you. Now on to the next person. Sad, but reality.

Really sorry to hear your story. I would bet if you stay on top of it that they might return you some points.

The new DVC director has got to begin to understand what a valuable asset the members are. The fact that they do keep coming back means a constant flow of revenue on meals, tickets, merchandise, etc. Good word of mouth from DVCers is essential to the Disney reputation.

We've been members since 1995 and have seen the product and attitudes toward members deteriorate significantly. We need to keep our voices heard.

 

[bpmorley]

It's unfortunate that you've had these issues, and it certaily wasn't handled correctly at all! I've been a DVC owner since 2000, I've stayed at SSR many times, as well as every other resort other than BLT and THV, and I've been lucky, few issues if any. The worse, a toilet that ran and spritz up and out, fixed almost immediately, and the other I think we had 2 out of every 3 lightbulbs out in the villa, both at OKW. SSR I've aways found to be super clean and well kept.

Of course this probably doesn't help to make you feel any better, but hang in there, it has to get better.

It doesn't make me feel any better or worse. I don't want to see anyone have the few problems I've had. I'm just venting here, and feeling very under appreciated as a DVC member.

 

[bpmorley]

The new DVC director has got to begin to understand what a valuable asset the members are. The fact that they do keep coming back means a constant flow of revenue on meals, tickets, merchandise, etc. Good word of mouth from DVCers is essential to the Disney reputation.

We've been members since 1995 and have seen the product and attitudes toward members deteriorate significantly. We need to keep our voices heard.

That's who I'm sending my complaint letter to. And I better get more than just a form letter back. I'm still on the bubble about staying a member after this past trip

 

[bwvBound]

Been there, done that ... and will likely face it again in the future. Seems nearly every DVC/DCL trip I've been on since 2005 has experienced "in room maintenance" while we occupied the room. It is sometimes intrusive and inconsiderate.

But it seems we are becoming acclimated. I think we actually brushed off having multiple service engineers coming through our unit at Aulani last month. It is becoming "routine, standard ops." One visit required some kind of drilling work on the fuse panel (left little pilings on the floor and caused us to be w/out electricity for a brief period of time), then three visits were needed to turn on the water to the dishwasher (had not been turned on previously ... leaving me to think the dishwasher had not been run in the 3 weeks before we arrived?), ... etc.

Taking a humorous spin, it does make DVC a bit more like "a vacation home." My husband doesn't consider our weekend home to be a "vacation home" as there is always work to be done. Going to DVC is very familiar in that sense.

 

[hollis]

So sorry to hear all these bad stories. I must be really fortunate. I have never run into anything unpleasant at any of the DVC resorts, or anywhere in WDW. My room at OKW was once short of toiletries. I called the front desk and was furnished with *plenty* of supplies immediately.

I too want to hear the outcome from the complaint letter to the DVC director. I certainly hope they will right the wrong for you. That's what I would expect from Disney. That's my perceived reputation of Disney.

 

[pyrxtc]

You have to be really loud to get anything from DVC. I remember when I booked a concierge room at AKL at 11 months out and 6 weeks before arrival they tried to move me to SSR. I didn't put up with it and gave them heck. It was just me and DH for our Anniversary and people who booked after me were allowed to stay, it was only a couple of rooms moved. I fought until they put me up at the BWV's with Access to the concierge lounge. It certainly wasn't the same since we had to walk down 2 halls and take an elevator and go through security to get to the lounge but it's better than SSR.

At first they told me no other resorts were available at all but after some pushing they gave us something. I would have stayed on the 5th floor with access to the lounge but they said no because it wasn't allowed. Oh, and we got a pirate type case filled with chocolates for our anniversary. I thought that was great of them. I still wasn't happy but at least they were finally trying. I didn't get my BWV's room until 2 weeks before we left.

 

[disneyfanbcv]

I do have to agree. I use to invite family members but now I just take my family. It gets kind of embarrassing to get the run around when you are a DVC member and not get treated better than the cash clientel. You would think with my money coming twice a year they would take care of the rooms better before I enter them. Tagging along to see what happens. I was given back points once when we had construction going on in the hall and the hall was actually shut off and we were the only ones there on the floor. My two little ones ran right into a zig zaw plugged into the wall I was not happy!

 

[Deb & Bill]

The new DVC director has got to begin to understand what a valuable asset the members are. The fact that they do keep coming back means a constant flow of revenue on meals, tickets, merchandise, etc. Good word of mouth from DVCers is essential to the Disney reputation.

We've been members since 1995 and have seen the product and attitudes toward members deteriorate significantly. We need to keep our voices heard.

Bad mouthing DVC only makes it harder for you to sell your points. DVC isn't going to lose anything. They've got you; they'll get whoever you sell your points to. Unless you plan to let it go back to DVC by not paying your dues. Or plan on leaving it empty.

 

[going/again]

What a horrible start to your vacation.I certainly understand your frustration. I hope you write a letter or email to member services. They need to be made aware of these situations so they can hopefully rectify them. If you contact them, let us know their response. I don't expect to be treated better than cash guests, but I do expect to be treated as nicely!

Waste of time they dont care, they are only interested in cash paying guests, as for being treated as nicely, dont hold your breath.

 

[bpmorley]

Waste of time they dont care, they are only interested in cash paying guests, as for being treated as nicely, dont hold your breath.

Sounds like you've been thru it

 

[bpmorley]

Bad mouthing DVC only makes it harder for you to sell your points. DVC isn't going to lose anything. They've got you; they'll get whoever you sell your points to. Unless you plan to let it go back to DVC by not paying your dues. Or plan on leaving it empty.

I agree, but I've been telling people that are interested to think twice lately.

 

[lshaw]

I bet when they get your letter, they will refund your points back to your account- We were at Old Key West in April and our keys were deactivated- (not by credit cards in our pocket either) Anyway, here it was, 12am in the morning after a LONG day of parks and a late dinner at the California Grill, and both of our keys didn't work- I have to admit I was royally peeved because we were so TIRED and the walk back to the hospitality house was a long walk! We were not able to get new keys until morning (computers down that late at night or something) and a master key was used to open our door-I worked directly with the Manager the next morning to get NEW keys assigned and was assured by him that they would compensate TWO nights worth of points back into my account (I would have been satisfied with one) and if this had happened during the DAY, I would not have made an issue about it in the first place. Anyway, the Manager was more than happy to compensate points. (it was a studio-two nights of points for the aggravation) PS.... I would have gone APE if we didn't have any ELECTRICITY and they actually told me that in order to get a room with electricity we would have to use pts for a one bedroom....