Terrible DVC Experience!

[winegirl]

We just returned from our trip to Disney World and I have to say, it was the worst experience we've ever had with our DVC membership. We've been DVC members since 2009 and NEVER had an experience like this last one.
It started when we arrived at Saratoga Springs as we were greeted by a rude cast member that checked us in. Clearly she had had a long day, but she didn't need to take it out on me. She was short with me and very snotty when I inquired about our room request and why they weren't able to accommodate. She seemed very ‘put out’ to have to make a phone call when I asked if there was any way we could switch rooms the following day if there was availability. She also didn't link our magic bands, so once we got out to our room in the Tree House Villa's, the 'keys' didn't work. As many of you probably know, it isn't an easy feat to get out there as it's quite removed from the main hotel. Luckily, we had a VERY nice bellhop (Del) and he offered to take all 9 of our magic bands back to the front desk and have them linked.
Once we got into our room, we soon realized that our refrigerator and freezer were not working properly. In addition to that, there were multiple burnt out lights, two towels racks that were loose and broken from the walls, a broken lamp and an entire bathroom drawer filled with the previous guests tooth brushes and paste. The room was not cleaned well either ... VERY disappointing! We called the front desk and they sent out a maintenance person as we needed to get the fridge/freezer fixed at the very least. We also called for ice and after getting the 'run-around', someone brought ice out to our room about an hour and a half later. We were told that there was an ice machine located near the pool and that we should get it ourselves next time. After walking down to the pool (about a 10 minute walk), come to find out, there was NOT an ice machine located there, and in fact, there is not an ice machine at all at the Tree House Villa's.
We called the front desk to file the maintenance request, but only the fridge was fixed during our entire stay. We had to call multiple times during the week to get ice and were put on hold between 10 & 20 minutes each time while someone tried to find out if they delivered ice to the Tree House Villa's. That is until our last night when 2 maintenance personnel knocked on our door at 11:00PM and woke us all up ... they were there to fix our ice maker. The same ice maker we had been calling about all week.
This was BEYOND frustrating and I've NEVER experienced Disney in this way. The sad part was that we had brought another family with us as they were interested in buying into DVC ... not so much anymore. It definitely wasn't the Disney we had been raving about for all of these years.
We did talk to the manager when we checked out and he apologized profusely for our experience. He offered to give us annual passes, but we already have them. He offered to give us a free day in the parks, but we were leaving that morning. He did say that he would file the complaint to DVC and ask for some of our points to be refunded and that we should contact DVC and ask for a refund regarding some of our points as well.

Has anyone else ever had an experience like this and if so, how did Disney handle it?

I’m not normally the type of person to file complaints, as I understand that ‘things’ happen. This experience was just beyond the scope of what we have come to expect from Disney and I feel like it needs addressing. Your thoughts/opinions and suggestions are welcome.

 

[com_op_2000]

Send your full list of issues to the member satisfaction e-mail address on the web-site.

 

[intertile]

As com_op_2000 said, and be as specific as possible.
Include people's names, dates, and times. Even include the few bright spots.

 

[bwvBound]

Yes, we've had stays like that of the OP. I've had multiple stays with Maintenance staff streaming in and out. Disney has alternated between gestures of fruit bowl, flower arrangement or chocolate.

 

[disneynutz]

Member Satisfaction: dvcmembersatisfactionteam@disneyvacationclub.com

We have experienced similar issues at almost all of the resorts over time. I am convinced that that is just Disney's way of doing DVC business and eventually everyone will experience similar issues, it's not will it happen but when.

Bill

 

[jdkdorn]

we are owners at SSR and we stayed there for one night in Janaury and it was the worst night of any vacation at Disney ever. The room was filthy, the cast members were rude and they really did not care. there were brown stains on the chair pillows that I really hope were chocolate. The bulbs were out and the bathroom was really filthy, there was stuff on the floor that should have been cleaned. I wrote and never heard back but I am disgusted with SSR and will cancel a vacation rather than stay at that resort. The manager told me they ere busy and that some things fall through.

Realy gross and nasty
Judy

 

[n2mm]

Yes we have had a few experiences like this and yes we were compensated with returned points. We have had broken AC, frigs, freezers, toilets, dishwashers, and stopped up sinks. We always call for service. We have complained a few times when it starts taking a toll on me and MS have always called me to discuss it. Sadly our expectations are pretty low now.

Our worse have been at BLT. One trip we had no curtains on the balcony door which made it hard for the kids sleeping in the living room, after many calls and no response we had to hang a blanket to keep the light out. That same trip it took 3 days to get the AC fixed. Another trip on the first floor we couldn't get anyone to clean the balcony and furniture that was covered in duck poop. We could never use that space. We kept getting promises, but each evening it wasn't done. I've learned to take pictures now.

 

[starwart]

It is Saratoga Springs. If you can't book anywhere else, well, this is the resort for you...your last resort. The worst ever resort in wdw. I hope they don't build another colossal mistake like this ever again. Just my opinion of course.

 

[Missyrose]

It is Saratoga Springs. If you can't book anywhere else, well, this is the resort for you...your last resort. The worst ever resort in wdw. I hope they don't build another colossal mistake like this ever again. Just my opinion of course.

There are hundreds of people who have fantastic stays at SSR every day. I'm sorry you've clearly had terrible experiences there, but the mistake in SSR is the size of the resort, not a sub-par resort itself.

We just returned from our trip to Disney World and I have to say, it was the worst experience we've ever had with our DVC membership. We've been DVC members since 2009 and NEVER had an experience like this last one.
It started when we arrived at Saratoga Springs as we were greeted by a rude cast member that checked us in. Clearly she had had a long day, but she didn't need to take it out on me. She was short with me and very snotty when I inquired about our room request and why they weren't able to accommodate. She seemed very ‘put out’ to have to make a phone call when I asked if there was any way we could switch rooms the following day if there was availability. She also didn't link our magic bands, so once we got out to our room in the Tree House Villa's, the 'keys' didn't work. As many of you probably know, it isn't an easy feat to get out there as it's quite removed from the main hotel. Luckily, we had a VERY nice bellhop (Del) and he offered to take all 9 of our magic bands back to the front desk and have them linked.
Once we got into our room, we soon realized that our refrigerator and freezer were not working properly. In addition to that, there were multiple burnt out lights, two towels racks that were loose and broken from the walls, a broken lamp and an entire bathroom drawer filled with the previous guests tooth brushes and paste. The room was not cleaned well either ... VERY disappointing! We called the front desk and they sent out a maintenance person as we needed to get the fridge/freezer fixed at the very least. We also called for ice and after getting the 'run-around', someone brought ice out to our room about an hour and a half later. We were told that there was an ice machine located near the pool and that we should get it ourselves next time. After walking down to the pool (about a 10 minute walk), come to find out, there was NOT an ice machine located there, and in fact, there is not an ice machine at all at the Tree House Villa's.
We called the front desk to file the maintenance request, but only the fridge was fixed during our entire stay. We had to call multiple times during the week to get ice and were put on hold between 10 & 20 minutes each time while someone tried to find out if they delivered ice to the Tree House Villa's. That is until our last night when 2 maintenance personnel knocked on our door at 11:00PM and woke us all up ... they were there to fix our ice maker. The same ice maker we had been calling about all week.
This was BEYOND frustrating and I've NEVER experienced Disney in this way. The sad part was that we had brought another family with us as they were interested in buying into DVC ... not so much anymore. It definitely wasn't the Disney we had been raving about for all of these years.
We did talk to the manager when we checked out and he apologized profusely for our experience. He offered to give us annual passes, but we already have them. He offered to give us a free day in the parks, but we were leaving that morning. He did say that he would file the complaint to DVC and ask for some of our points to be refunded and that we should contact DVC and ask for a refund regarding some of our points as well.

Has anyone else ever had an experience like this and if so, how did Disney handle it?

I’m not normally the type of person to file complaints, as I understand that ‘things’ happen. This experience was just beyond the scope of what we have come to expect from Disney and I feel like it needs addressing. Your thoughts/opinions and suggestions are welcome.

I know this is harder to do when staying at a far-flung villa like the Treehouses, but you would have gotten a much faster response to your issues had you walked to the front desk and spoken to someone. Calling "the front desk" actually means you're talking to an offsite call center, not a CM at SSR's front desk.

 

[Cruella 66]

I've had some bad experiences but many more good ones. I've been given back points before when I had a laundry list of complaints at BLT where we are owners but that was about 5 years ago. Two years ago we had a horrible time at Wilderness Lodge and wrote about it. We received a phone call but that was all. I hope your complaints are addressed and fixed. It's frustrating as an owner to read about these horrible experiences. Cindy

 

[Simba's Mom]

We just returned from our trip to Disney World and I have to say, it was the worst experience we've ever had with our DVC membership. We've been DVC members since 2009 and NEVER had an experience like this last one.
It started when we arrived at Saratoga Springs as we were greeted by a rude cast member that checked us in. Clearly she had had a long day, but she didn't need to take it out on me. She was short with me and very snotty when I inquired about our room request and why they weren't able to accommodate. She seemed very ‘put out’ to have to make a phone call when I asked if there was any way we could switch rooms the following day if there was availability. She also didn't link our magic bands, so once we got out to our room in the Tree House Villa's, the 'keys' didn't work. As many of you probably know, it isn't an easy feat to get out there as it's quite removed from the main hotel. Luckily, we had a VERY nice bellhop (Del) and he offered to take all 9 of our magic bands back to the front desk and have them linked.
Once we got into our room, we soon realized that our refrigerator and freezer were not working properly. In addition to that, there were multiple burnt out lights, two towels racks that were loose and broken from the walls, a broken lamp and an entire bathroom drawer filled with the previous guests tooth brushes and paste. The room was not cleaned well either ... VERY disappointing! We called the front desk and they sent out a maintenance person as we needed to get the fridge/freezer fixed at the very least. We also called for ice and after getting the 'run-around', someone brought ice out to our room about an hour and a half later. We were told that there was an ice machine located near the pool and that we should get it ourselves next time. After walking down to the pool (about a 10 minute walk), come to find out, there was NOT an ice machine located there, and in fact, there is not an ice machine at all at the Tree House Villa's.
We called the front desk to file the maintenance request, but only the fridge was fixed during our entire stay. We had to call multiple times during the week to get ice and were put on hold between 10 & 20 minutes each time while someone tried to find out if they delivered ice to the Tree House Villa's. That is until our last night when 2 maintenance personnel knocked on our door at 11:00PM and woke us all up ... they were there to fix our ice maker. The same ice maker we had been calling about all week.
This was BEYOND frustrating and I've NEVER experienced Disney in this way. The sad part was that we had brought another family with us as they were interested in buying into DVC ... not so much anymore. It definitely wasn't the Disney we had been raving about for all of these years.
We did talk to the manager when we checked out and he apologized profusely for our experience. He offered to give us annual passes, but we already have them. He offered to give us a free day in the parks, but we were leaving that morning. He did say that he would file the complaint to DVC and ask for some of our points to be refunded and that we should contact DVC and ask for a refund regarding some of our points as well.

Has anyone else ever had an experience like this and if so, how did Disney handle it?

I’m not normally the type of person to file complaints, as I understand that ‘things’ happen. This experience was just beyond the scope of what we have come to expect from Disney and I feel like it needs addressing. Your thoughts/opinions and suggestions are welcome.

Yes, I would STRONGLY encourage you to contact DVC member satisfaction. Our first stay as members wasn't too much different-starting with the rude CM at the front desk. Boy, did we wonder if we'd made a mistake buying DVC! It was a resort with a DVC side and "regular" hotel side, so I contacted the GM at the hotel and also the DVC member satisfaction team. And I got two phone calls, one from the front desk of the hotel-DVC member satisfaction had forwarded our complaint-we NEVER heard from the hotel's GM. We also received a lovely call from Member satisfaction, a tote bag, and follow up calls, so I have generally positive feelings on how it was handled by Member satisfaction.

 

[gdrj]

W
Once we got into our room, we soon realized that our refrigerator and freezer were not working properly. In addition to that, there were multiple burnt out lights, two towels racks that were loose and broken from the walls, a broken lamp and an entire bathroom drawer filled with the previous guests tooth brushes and paste. The room was not cleaned well either ... VERY disappointing! We called the front desk and they sent out a maintenance person as we needed to get the fridge/freezer fixed at the very least.

Realizing the Treehouses are out in no man's land, I always recommend going to the front desk of any hotel/DVC with an issue. I want to look at the person and see that they understand my concern, depending on their willingness to help (and how aggravated I am), I might dump the prior guests toiletries on the front desk. If the person in front of me doesn't seem to "get it" I escalate to their supervisor. We have been very fortunate over the past 15 years (knock on wood). Very few room issues, with the exception of few cleaning issues. As far as the rudeness at check-in, nothing wrong with being blunt, "excuse me I'm a little confused, did I do something to deserve your rudeness (or attitude, snottiness, etc), perhaps another cast member might be able to assist me if you are not feeling well."

I'm actually pretty easy going but if you are going to treat me as if I'm a bother or my concerns are not your concerns as well, I will get a bit cranky (My wife will go shop, while I'm voicing my concern).

 

[delilah]

We stayed at BWV once in a 1BR unit, room 1001, which is either the last or second to last room on the first floor. We were there over Christmas. I like to rent a 1 BR because of the in-room washer and dryer. The first day we were there, the shelf on the refrigerator door fell off, spilling the water in the pitcher we had put there. No problem. We grabbed the towels, and that was when we discovered that the dryer in our room didn't work. Called maintenance about the dryer. Took them until the night before we were leaving, which was Christmas eve, to replace the dryer. Of course, we usually pack only half the clothes we need on a trip, and wash midway through. So, I spent one evening of the trip in the laundry, which a hike from our room, of course. I joked when I got home that I got a new washer and dryer for Christmas which, due to the circumstances, I was never really able to use. Only negative from my perspective in the entire experience was that we were planning to go to midnight Mass at the Basilica on Christmas eve, and the guy was installing the washer and dryer in the evening between when we had dinner. I was planning to shower and dress up nicely for church, hoping to encourage him not to spend too much time. Probably he didn't want to work late either, so, we were all able to shower and dress and get to Mass just fine.

 

[disneynutz]

The resorts are run by Disney Resorts, DVC is like an outsider. When it comes to cleaning and maintenance, IMO cash guests come first, DVC second. In addition, DVC has placed budget restrictions on the resorts and they are not allowed to over-run the DVC budget.

Bill

 

[Sammie]

We have never had a bad stay at SSR. First off, I am not a fan of the tree houses and will never stay there due to their location. It is simply too far removed. Also never call, I know being in the tree houses getting to the front desk is a hassle but when you call you don't get the front desk you get Disney call center.

That way you can ask to speak to the on duty manager and have a person actually there to help you.

 

[Minniesgal]

Realizing the Treehouses are out in no man's land, I always recommend going to the front desk of any hotel/DVC with an issue. I want to look at the person and see that they understand my concern, depending on their willingness to help (and how aggravated I am), I might dump the prior guests toiletries on the front desk. If the person in front of me doesn't seem to "get it" I escalate to their supervisor. We have been very fortunate over the past 15 years (knock on wood). Very few room issues, with the exception of few cleaning issues. As far as the rudeness at check-in, nothing wrong with being blunt, "excuse me I'm a little confused, did I do something to deserve your rudeness (or attitude, snottiness, etc), perhaps another cast member might be able to assist me if you are not feeling well."

I'm actually pretty easy going but if you are going to treat me as if I'm a bother or my concerns are not your concerns as well, I will get a bit cranky (My wife will go shop, while I'm voicing my concern).

This..

And I would have given them 24 hours to get it fixed then insisted on speaking to a manager at the front desk not near the end of my trip.

 

[smjj]

Our last stay at OKW was in a 3 bedroom villa near HH. The freezer part of the frig. was not working, it took them two tries to fix it and this was two days. One of the drawers in the master bedroom(ours) was broken and would not open. They said they had no matching replacement drawer for it so we went the entire trip minus this one drawer which was no big deal. I guess I could have made a big deal out of it but heck, I am on vacation and this is not something to get all upset about so I did not complain I just enjoyed my family vacation. If it had been something major I would have raised a stink with the local manager. As a previous poster stated, if you call you are getting a central call center somewhere else....smjj

 

[evenrude]

We just returned from our trip to Disney World and I have to say, it was the worst experience we've ever had with our DVC membership. We've been DVC members since 2009 and NEVER had an experience like this last one.
It started when we arrived at Saratoga Springs as we were greeted by a rude cast member that checked us in. Clearly she had had a long day, but she didn't need to take it out on me. She was short with me and very snotty when I inquired about our room request and why they weren't able to accommodate. She seemed very ‘put out’ to have to make a phone call when I asked if there was any way we could switch rooms the following day if there was availability. She also didn't link our magic bands, so once we got out to our room in the Tree House Villa's, the 'keys' didn't work. As many of you probably know, it isn't an easy feat to get out there as it's quite removed from the main hotel. Luckily, we had a VERY nice bellhop (Del) and he offered to take all 9 of our magic bands back to the front desk and have them linked.
Once we got into our room, we soon realized that our refrigerator and freezer were not working properly. In addition to that, there were multiple burnt out lights, two towels racks that were loose and broken from the walls, a broken lamp and an entire bathroom drawer filled with the previous guests tooth brushes and paste. The room was not cleaned well either ... VERY disappointing! We called the front desk and they sent out a maintenance person as we needed to get the fridge/freezer fixed at the very least. We also called for ice and after getting the 'run-around', someone brought ice out to our room about an hour and a half later. We were told that there was an ice machine located near the pool and that we should get it ourselves next time. After walking down to the pool (about a 10 minute walk), come to find out, there was NOT an ice machine located there, and in fact, there is not an ice machine at all at the Tree House Villa's.
We called the front desk to file the maintenance request, but only the fridge was fixed during our entire stay. We had to call multiple times during the week to get ice and were put on hold between 10 & 20 minutes each time while someone tried to find out if they delivered ice to the Tree House Villa's. That is until our last night when 2 maintenance personnel knocked on our door at 11:00PM and woke us all up ... they were there to fix our ice maker. The same ice maker we had been calling about all week.
This was BEYOND frustrating and I've NEVER experienced Disney in this way. The sad part was that we had brought another family with us as they were interested in buying into DVC ... not so much anymore. It definitely wasn't the Disney we had been raving about for all of these years.
We did talk to the manager when we checked out and he apologized profusely for our experience. He offered to give us annual passes, but we already have them. He offered to give us a free day in the parks, but we were leaving that morning. He did say that he would file the complaint to DVC and ask for some of our points to be refunded and that we should contact DVC and ask for a refund regarding some of our points as well.

Has anyone else ever had an experience like this and if so, how did Disney handle it?

I’m not normally the type of person to file complaints, as I understand that ‘things’ happen. This experience was just beyond the scope of what we have come to expect from Disney and I feel like it needs addressing. Your thoughts/opinions and suggestions are welcome.

Being members since 1997 we go twice a year and we have noticed since about late 2007 this is just becoming SOP for DVC Resorts, it use to be far superior to even the deluxe resorts in terms of service, cleanliness... Those days are long gone. Problem is you contact member satisfaction or the front desk and yes they apologize and throw you a pass or some points back to basically appease the guest, which stops the immediate complaints and then that's it...I feel that nothing is being done in the long term for quality improvement to prevent future vacations from being ruined again. I personally don't see things changing until addicts like us quit supporting the downward spiral, which means stop making excuses for Disney or DVC's poor quality and start being vocal, the frequency of these things is just to high to give them a pass anymore. Don't just be appeased by passes or refunded points this is not a one night stay at a holiday inn this is our vacation investment for many years, follow up and demand that member satisfaction tell you what they are doing for quality improvement to prevent further issues or improve the likelihood it will not happen again. If changes aren't made internally slam them socially and be honest in reviews perhaps when it hits sales they will start implementing improvements...Its very frustrating situation given the size of investment we have made.

 

[disneynutz]

Being members since 1997 we go twice a year and we have noticed since about late 2007 this is just becoming SOP for DVC Resorts, it use to be far superior to even the deluxe resorts in terms of service, cleanliness... Those days are long gone. Problem is you contact member satisfaction or the front desk and yes they apologize and throw you a pass or some points back to basically appease the guest, which stops the immediate complaints and then that's it...I feel that nothing is being done in the long term for quality improvement to prevent future vacations from being ruined again. I personally don't see things changing until addicts like us quit supporting the downward spiral, which means stop making excuses for Disney or DVC's poor quality and start being vocal, the frequency of these things is just to high to give them a pass anymore. Don't just be appeased by passes or refunded points this is not a one night stay at a holiday inn this is our vacation investment for many years, follow up and demand that member satisfaction tell you what they are doing for quality improvement to prevent further issues or improve the likelihood it will not happen again. If changes aren't made internally slam them socially and be honest in reviews perhaps when it hits sales they will start implementing improvements...Its very frustrating situation given the size of investment we have made.

Guest satisfaction isn't as important as profit and some how Disney can make cuts while increasing prices and still increase attendance.

Bill

 

[smjj]

This seems to be a more common complaint and I am seeing this type of thread appear in all the sites I go to on DVC more often. I have not gone to any of the onsite DVC meetings, just have not had any when we are there. Does anyone ever get up at these meeting and state this to the DVC people? I have used the Member's email link on the DVC site to complain about stuff before but I bet that does not go very far. Maybe if someone was to stand up at one of these meeting and put them on the spot it might have more of an impact...smjj