Tell us about DVC going above and beyond

[princess&tig]

I am fairly new to DVC and I have made two trips down to the BCB and BWV. I think the magic of Disney is service and making you feel special. DVC has beautiful resorts at the best place in the world. However, I need more than that, I need to feel like a I am treated like a king every now and then. And it can be anything little (a welcome home, a free pin, a smile).

My favorite thing about DVC is the valet service at BCV and BWV. I feel like royalty. It is so impressive to bring someone new to the resort and have Valet park my car. When I am tired from the parks and driving back, I appreciate the service even more. I love the fact that they will help me bring groceries to my room. This is not really an example of DCV going above and beyond but like I say I am new to the club.

Does anyone else have examples of DVC going above and beyond.

 

[Doug Wolfe]

I love the size of the villas. The extra space. The ability to relax. What a great program DVC is!

 

[Pa@okw95]

A problem with DVC is that they do not go above and beyond. If you think you will treated like a guest at an up-scale resort you are in for some disappointment. That was my problem and I now realize that the accomodations are excellent but guest treatment is way below what it should be for what are deluxe acccomodations.

 

[princess&tig]

Pa@okw95
"A problem with DVC is that they do not go above and beyond. If you think you will treated like a guest at an up-scale resort you are in for some disappointment."


That was my biggest fear with DVC. I thought that Disney would treat me differently once they knew that I was locked in. I disagree with you. I bought at BCV and essentially, I am treated like every other guest there (non DVC). The desk, the restaurants, vallet do not distiguish me from there other customers and I think do a great job of treating everyone with magic. The only excepting is houskeeping but because I am fairly neat, I don't mind that a bit. DVC members even have special benefits (comunity hall, programs, discounts...). The amazing thing is that I don't here people staying at OKW (a dedicated DVC Resort) complaining about service either.

I am glad that someone offered a diiffering opinion. Pa@okw95 could you share about how you were or were not treated.

 

[Disney-Kim]

imho...you are not treated any differently than cash paying guests. so...that could be good or bad. depending on the CM you deal with. either way.
but...don't look for "special" treatment. I felt the same as all the years we checked in as cash guests, and that was good.

 

[WDWLVR]

I think DVC castmembers have often gone above and beyond just as many other Disney castmembers have.

We have had some wonderful cast members at check-in, at the guards post, bell hops and valet. Their smile and happy words of welcome have always made us feel at home.

In the parks we've often been waved at by DVC sales reps if we are wearing anything DVC (usually DH is wearing his DVC hat) and we have DVC jackets for the cooler weather.

On the DVC Member Cruise the castmembers went well above and beyond to give us a great experience.

Sure there have been some not so great moments, but the same can be said everywhere. Overall I feel that Disney and DVC does go above and beyond.

 

[DOOGIERUNNER]

I think as a DVC member you are treated as good as a normal guest... which for Disney means excellent service. We stayed several times at the Swan and Dolphin before buying in. The service at the Boardwalk is much better. I can't remember the lifeguards on the slide at S&D calling my kids by name. At the BWV, they learn the kids' names and the next day back at the pool remember them. The same is true for community hall.

 

[GILTPRDSDM]

I agree with PA@OKW95. For the money that the rooms at the BWV and other DVC resorts cost,we really don't get anywhere near the treatment that you might get at a Hotel or Resort at another location costing $400 to $900 a night. Don't get me wrong I have never had a bad time at the Boardwalk or have never been treated poorly by the cast members at any time.But at these resorts you are NOT paying for a 5 star resort,you ARE paying for LOCATION and the rooms are not bad but are not 4 or 5 star rooms.If you want all the good stuff where they will really bend over backwards for you then you need to go to a first class 5 star resort,you are not getting that at Disney even at the GF.I love being a DVC menber,and the value that we get for what we pay for our points is great but it sure is not the Ritz Carlton.We just came back from staying in a one bedroom at the BWV for 13 days. At the end we decided to stay in Orlando for 3 more days. We got a great rate at the Orlando World Center Marriott Resort just off Disney property. Do this once and then you will agree with PA@OKW95 and myself.The staff and service at Disney do not compair to this resort,and the rate was even cheeper then the rack rate at the BWVs.Disney has let the property run down a bit the last few years and the service has also suffered.We still love Disney and the Boardwalk area and will continue to come back twice a year, but don't think for one minute that we are really getting our monies worth,we are not,we are paying for location only and the resort itself is just an after thought.

 

[niks81]

I have encountered some wonderful cast members on our trips, and also some very rude ones. Overall I think we are treated just fine, and I don't think we are treated lower than cash guests.

I've often thought that this issue depends on where you come from. Those near big cities...and frequent upscale hotel visitors, would probably think they aren't treated well enough. I'm from the boring midwest and I'm usually pretty impressed with my stay

 

[new_yawka]

Originally posted by DOOGIERUNNER
At the BWV, they learn the kids' names and the next day back at the pool remember them. The same is true for community hall.

Doogie is hitting on one area I have been very impressed with DVC castmembers.

Especially in the DVC recreation departments at each of the resorts we have been to, the CMs are simply wonderful, especially with the kids. My DSs were themselves treated like royalty by the recreation staff at both BWV and VB. Those that don't use the activities and community hall might not see this side of DVC, but, IMHO it sets DVC apart.

One other specific, great DVC experience we had was with the wait staff at Shutters at VB. Truly professional, personable and talented staff. They not only remembered our names, but exactly what we each like and dislike, after 1 visit! It made us feel special.

 

[rocketriter]

It's probably best not to confuse DVC with concierge services. At DVC you get a better-equipped room or suite but no special services. On a concierge floor at a WDW resort you get less room, but more services including a reservation assistant and an extensive snack spread. DVC aims to make you feel like you're in a second home where the accomodations are great but there are no servants, while concierge aims to make you feel like you're in a luxury hotel.

My family can pass up the reservation assistant and the snacks. We want the suite, the kitchen and the jacuzzi. It's a matter of preference, not right or wrong.

 

[carone0318]

I have 2 instances where the CMs went over and beyond. All happened at BWVs. My dd (5 at the time) and I went to use the ladies room by the rec hall by the quiet pool. On the way out, I didn't realize where dd was and pulled the door open. Those doors are heavy and I really yanked it back, didn't realize that she was standing there and smacked her in the forehead with the door. We went next door to the rec hall and within 3 minutes they had ice for her head that already had a goose egg on it and was blue. I felt horrible, but because of there quick actions, she was able to get ice on immediately and her goose egg and the color were back to normal the next day - that was amazing.

2nd - Just this last trip (may 03) we had just disembarked the Wonder going to check into BWV. My dd (same one, this time 6) got some virus on the ship and was very sick. We get to BWV around 10am and I am thinking great I have to kill 6 hrs before check-in. We step up to the check in desk and this wonderful CM, says since you have small children, I can give you your room now. I hadn't said anything to her about dd being sick, but those words were so great to hear.

I know that these were both small instances, but I do believe that they were services over and above the normal job description and deserve recognition.

 

[Pa@okw95]

I never said compared to cash customers or non-DVC resorts, I said compared to up-scale resorts. If you take the DVC resort rooms and put them somewhere else for the price you pay for them as a cash customer you would be at an up-scale resort, where the treatment of guests is way above what they would never even think of at WDW or DVC where they are cutting corners left and right. The guests rooms are up-scale, the service is way below where the rooms are. They are usually nice to you at DVC but that is the end of it, being nice, and giving you class service is not one and the same. We may see some changes in this area coming soon for the better according to some that have read the Disney Magic. Some of the things that have been reported that took place like the service from the front desk or at check in area would result in immediate firing of the employee at a 5 star resort. Service is what a lot of people pay for and they expect it, I don't expect it at DVC.

 

[princess&tig]

Pa@okw95 I see what you are saying. I travel for a living and have stayed in bad as well as some of the best resorts. I have been to places that when you ask for a pair od scissors deliver them to you within the minute. I see your point and agree with you.

I think it is about expectations. Thanks for your view, I had not considered it!

 

[ClarabelleCow]

I think there are instances that you do feel almost "second class". Though these are the rules, but the whole towel thing just irks me. If you are paying cash, you get fresh towels daily, for environmental purposes, if you don't want them swapped out, then you don't put them in the tub. If you do, then there in the tub. I'm on vacation, I shouldn't have to worry about washing towels or having to pay extra for more. If your in a studio, its even worse, where do you hang them to dry, especially at Vero when the humidity is high! I know its all about dues, but come on, I paid alot and should at least not have to deal with towels. Even our fixred week timeshare gives you fresh towels daily and takes out the garbage, you get a full mid week cleaning. I assumed with buying VWL and even BCV and BWV, that when you buy at a Deluxe, you would at least get the paper daily, like when you pay cash for a room. I think its these little things that make you feel more "second class".

 

[GILTPRDSDM]

PA@OKW95, just what I wanted to say. We all still love coming to this area of Disney, but we are not in any way getting our monies worth. The staff is good to us and they go out of there way for us sometime. For the most part the place is clean,but if you put that resort,and they way it is layed out,and the services that they give us,and the way it is run, and moved it 10 miles away,the one bedroom in March that has a rack rate of $570, would be going for less then $200 a night.Disney does a good job,not a great job.And they were better at it till about 2 or 3 years ago.They are cutting costs at our expense. Next time any of you go to the Boardwalk,check out all the entrance and exit doors to the Boardwalk Villas,Inn,Yatch Club,Beach Club. Not one door at these resorts locks anymore at night like they did in the past,they are eather damaged,rigged not to work,or the system is disconnected. After 8pm or 11pm at the Yatch Club we all neded our key card to get in. Not anymore. The only resort where the doors still lock is at the Beach Club Villas,being a new resort they are still working.Take a look at all the green top hat safety lights that are damaged or missing around the Boardwalk Villas. 25% are damaged and I counted 10 that were not there anymore and covered up with plywood boxes.We need some changes at Disney and soon. We need to get somewhat of what we are paying for and we are not getting that at this time.It's still a fun place and on the surface looks ok but how long will that last it they continue to cut back in services.Notice also that the day care center at the Boardwalk no longer exists. One more cut back in services.

 

[DVCDawn]

I have been reading these boards for a few months, but this is the first time I felt it necessary to reply. The last time my family and I visited the BWV we received some exceptional service.

On the last day of our trip, my DD, who was 4 at the time, woke up with a terrible fever. Our flight wasn't scheduled to leave MCO until 8:45 pm and there had been a blizzard in the northeast (where we live), cancelling many flights, delaying others and leaving people stranded in WDW.

We called the front desk to see if we could extend our stay for another day so that my daughter could sleep and rest until the flight. Not surprisingly, the entire hotel was booked (it was just a week or two before Christmas). However, they were able to help us anyway. First, they contacted housekeeping and arranged to have our room cleaned last, allowing us to leave DD in bed until 2:00 PM. Then, they found a room in the Boardwalk Inn and allowed us to stay in the room, free of charge, until it was time to leave for the airport.

Now, no one ever wants to have a child get sick on vacation, and I can't say it was a pleasant day, but I felt that the CMs went out of their way to accommodate us in one of the busiest times of the year.

The flight home, however, was an entirely different story!

 

[Pa@okw95]

DVCDawn-that was excellent service you received. I doubt much could have been done more except offer you medical help, which I am sure they did. What we are talking about here is buying into DVC expecting the above and beyond treatment that you get at an up-scale or 5 star resort, it simply is not here at DVC, quite the contrary guests are treated not in a neutral manner but even in very negative manner sometimes at DVC, this should not happen. At an up-scale resort the employees do whatever they can do all the time to make your stay as best as it can be. At an up-scale resort they might have people there to just greet you and talk to you, say hello, and is there anything they can do for you. At an up scale resort, something goes wrong and it is taken care of immediately, it is not written down to repair or fix at a later date. I was staying at a resort where when I walked into the suite I was staying at, the phone did not work. I used another phone called the front desk and within a minute people starting coming from 3 different directions. They were security. You would think I had a heart attack and they were rushing to save my life. They fixed the problem with the phone immediately, what happen was the check in desk clerk forgot to turn on my phones when we checked in. I am sure this was written up and they went over this problem with the employees to make sure it did not happen to anyone else. At this resort they had people at every doorway, and corner of the building to say hello and if they could help you. They do everything they can to make your stay more pleasant, going above and beyond is the norm, not the unusual.

 

[donmil723]

We were at WDW earlier this month. It was our 5th trip as DVC members and our 4th trip to the BCV. Prior to becoming DVC members we stayed at both WDW's moderate resorts and deluxe resorts. On this trip, we also spent one night at Universal's Royal Pacific and we wished we had stayed at the BCVs. Our room at Royal Pacific had more wear and tear than our studio at BCV and it is newer than the BCVs. Also, at the Royal Pacific they had ashtrays on all the tables around the pool. Yuck!

I found the maintenance to be very fast and efficient at BCV as our TV didn't work at BCV and the man arrived to fix it almost before I hung up the phone. As it happened, the only thing wrong was the cable was unplugged. I figured the past tenant had hooked up his video camera and forgot to rehook the cable.

Another positive experience was due to the fact that we arrived very late (1:30 a.m.) at the BCVs and the only studio still available was handicapped. When she told me the room number, I said "I hope that's not handicapped because I really need a hot bath tonight!" She immediately offered a room at the BC (waterview, no less) and a refrigerator which they brought minutes after we checked in. The bell hop even valet parked our car. Once we went to the front desk, we didn't have to do anything but walk to our room. And, they let us keep that room until our studio was ready the next day. I don't think they treated us as second class citizens at all. In fact, I've never been treated better at a resort than when I've stayed at WDW either pre or post DVC! Maybe I'm looking at things through Mickey colored glasses, but I feel like we are getting our money's worth each and every visit. If I didn't feel that way, my DVC points would be up for sale! Why vacation someplace you feel second class?

By the way, the entrances into the BC from the quiet pool still lock after 11 pm because DD and I went to the hot tub at the BC quiet pool one evening as the BCV's was too crowded and we couldn't get back in with our BCV card! We had to walk around the path alongside the BC to get back to the Villas!

Donna

 

[disneycrazed139]

I shouldn't have to worry about washing towels or having to pay extra for more. If your in a studio, its even worse, where do you hang them to dry, especially at Vero when the humidity is high! I know its all about dues, but come on, I paid alot and should at least not have to deal with towels. Even our fixred week timeshare gives you fresh towels daily and takes out the garbage, you get a full mid week cleaning. I assumed with buying VWL and even BCV and BWV, that when you buy at a Deluxe, you would at least get the paper daily, like when you pay cash for a room. I think its these little things that make you feel more "second class".

I think this is especially true for the studios, where there is no washer and dryer. Who knows? Maybe with the new head of DVC, this will be one of the improvements to DVC. I know a lot of people could care less about cleaning, etc. To me, this was the real major downside to owning. I love fresh towels and a made bed on vacation. That's all.