Terrible DVC Experience!

[SandyinMonterey]

In 2013 in Aulani (our second trip), I booked an unobstructed ocean view room. After checking in and heading to our room, it was clear to me we were going in the wrong direction. Wrong side of hotel. Sure enough, way lower level and view of parking lot. Called front desk, kept insisting it's an unobstructed ocean view. Even the man handling our luggage said we were not in the correct room. We used our points for a specific room and view and that did require more points. I was upset about that and that the front desk kept insisting it was ocean view when all we could see was parking lot. Eventually we got our room changed. It still wasn't the unobstructed ocean view like we had during our first stay but it was better. In 2014 we went to WDW to the Wilderness Lodge (our home resort). I guess they were still refurbishing rooms, in the middle of some? Who knows. But our room was ridiculous ( a one bedroom). Holes in the walls (bathroom and kitchen), missing sink pieces, unfinished wood work everywhere, couldn't open fridge without moving it and the stove, mis-matched fixtures in the bathroom (some the older ones, some the newer ones). After getting to the room, I went downstairs for something (not recall what). My husband stayed in room because we were still waiting on luggage. Get off elevator and what do I see? Our luggage. All just sitting there in lobby unattended. One evening had trouble with toilet. Called for someone to take a look at it. Waited a looooooong time. Guy shows up, no tools....nothing. Guy walked into bathroom and said it will have to wait till tomorrow. We asked what toilet should we use, he said "use the one in the lobby." My husband asked to have some tools, forgot what he asked for and fixed it himself. I called MS when we returned. Talked to someone (could tell it was a young lady) and got they standard replies. She really didn't sound that interested. I left it at that until about a week later I got call from Executive Offices of DVC. A more "mature" woman on the phone who listened. She gave us one nights points back. Looking back, should of asked for more.
We just got back from a couple of days trip to Disneyland. One bedroom, Grand Californian. Went to check in and they had no room for us. I said you must be mistaken because our reservations reserves the room for us. They offered to put us up in the hotel part. At this point this was the straw that broke the camels back. From 2013 to 2015, each vacation we've encountered problems. I asked for anything and everything I could think of. Got a suite with concierge, free meal and park tickets and all our points back. And when I returned home, called Executive offices. We have been DVC members since 2001 and like others who have posted, really think Disney is doing a poor job. I also agree we need to speak up and do so repeatedly. Otherwise, nothing will change.

 

[wmson2000]

I'm not a DVC member. We have stayed at WDW on-property hotels quite a few times but typically rent off property "pool villa" types of short-term rentals. We go to WDW at least once a year (for more than 20 years). Also, annual passholders.

We had our first DVC stay the 2nd week of December this past year. Even though we have often considered a DVC ownership to give us a bit more of the "Disney Magic." We rented points for our Disney stay. Our expeience:

• We stayed at SSR, a one bedroom unit in Carousel near the bus pickup.
• Front desk check-in cast members were great. Helpful. Friendly. Treated us very wellfor temporary, first-time DVC guests.
• Liked our room location and proximity to the bus. Quiet and peaceful place.
• BUT we were disappointed with most everything about the room.
• Cleanliness: not good at all. Stained chair and couch cushions. Stains on carpet. All HVAC grids/vents filled with an abundance of dust. Bathroom, not very clean.
• Upkeep: Lots of damaged/broken stuff. Wobbly table. Scuffed wood trim on headboard, furniture legs. One TV cabinet drawer had broken slide. Cushions on the couch squished/frumpy, needed to be replaced.
• Mattress & Pillows: very average

I travel a lot on business. I stay in a lot of Courtyard Marriotts and Hampton Inns. Not luxury but a comfortable quality. Our experience at SSR was definitely substandard compared to my business travel rooms. More like a Days Inn, Quality Inn, Super 8. We did not call to get our issues resolved - there were just too many. I know, we should have asked to change rooms but we were planted and wanted to get "Disney Busy" . . . My only complaint was in the post-stay survey.

I'm not posting this to pile on. I hope Disney reads occasionally reads these threads. We were in the "possibly interested" DVC category, but now will keep our wallet securely in our pocket.

 

[jo-jo]

Let me start by saying I don't have a smart phone, but with everything being filmed these days, does anyone take video of these front desk conversation? Sure, you don't go thinking I need to tape this, but after asking for an item to be fixed three times, wouldn't it be good to film responses so it's not he said she said.

 

[Judique]

The iPad check in seems to come and go and only works if you do online check-in. Maybe with direct to room they will do more of the iPad check-ins. Each resort GM seems to set their own policies.

Bill

I've never done an online check in and have been Ipad checked in.