Thoughts by a Naughty DVC Member on WDWZUES Manifesto...

[3DisneyNUTS]

You know I appreciate all you have written but IMO it comes down to one simple thing if you can't handle the job don't work there. There are plenty of jobs I know I couldn't do....pediatric medicine....being one. People have a choice of where to work. If you hate dealing with the public, as obviously the OP does, then don't work with the public.

 

[DisneySpence]

To be honest we don't complain about loud music in other guest rooms. I have never had any problems with that as I know I am sure I have inconvenianced enough people throughout my life with stuff like this so it really is no bother to myself or my family. As for the CM having a strip torn off them I still do not see where that CM should have to deal with it especialy if it is a management decision it should go to the manager but most people will just yell at the first person they see. Again not correct and I don't condone that behaviour but honestly I am not inconvenianced by waiting for my room to become ready either it states check in at 4PM but I am not banking on it even when we travelled with our then young children of 1 year and 7 months old. We just wander around and take in the sights and make due with the knowledge we are in the best vacation place on earth. We agree to disagree and I find it carzy to expect a room right at 4 where some do expect it and get annoyed if it isn't ready to each their own I say.

 

[3DisneyNUTS]

Bongo59, I'm glad your expectations are low. Go ahead and coddle poor CM's and service and look the other way. Live life your way, but I'm not buying in. You don't have a clue what my expectations are for someone so quick to label them unreasonable. Here are a few DVC related things that I feel were unacceptable on my last trip. I dunno, maybe I am too demanding:

1. Only one CM at the front desk SSR check-in on a Sun night, it took me about an hour to get checked in. She was aggravated. The room key didn't work once I got to the room.
2. We had to show a bus driver, after 55 minutes waiting for a DTD bus, how to get to DTD from SSR!!!!! Yep, he didn't know how!
3. My 8 year old son tried striking up a brief conversation with the lifeguard while the pool was empty and he couldn't be bothered or polite, he was plain rude...
4. The DVC sales person (selling SSR of course) at DTD couldn't tell me where to find the path back to SSR and didn't want to take the time to figure it out!!!! I ended up taking the longer dark one that I found on my own.
5. After the trip I was billed for cash on one of the rooms though I repeatedly clarified it was to be points with the front desk CM.

What do I demand? A few items include: A timely accurate check-in, friendly knowledgeable well trained CM's, ease of transportaion around the resort, and people willing to look for answers when they don't have them. I'm not requesting a personal muse or anything ridiculous as you want to believe to justify your argument.

This is what should be expected from everyone! I agree with you on this ricapito. It is absurd that you should expect less.

Also as far as the lifeguard another example of "if you don't like your job get out of the business". The lifeguards were so nice to my son who came screaming crying down the HRS slide. He loved waterslides in Feb but by Nov he was terrified of rides and (unbeknownst to us until that time) enclosed slides. The life guards were telling him it was ok to be afraid and that someday he can try again. Trying to comfort him. They were wonderful. People like that should be in the position. People who couldn't be bothered with an 8 year old at a Disney pool shouldn't be.

 

[KNWVIKING]

.... they are trained to not interact with guests. It's a distraction to them. A disinterested looking LG is doing his job.

 

[3DisneyNUTS]

.... they are trained to not interact with guests. It's a distraction to them. A disinterested looking LG is doing his job.

If the pool was empty and the 8 year old was the only one in the pool at the time what are they distracted from?

When they comforted my son we were the only family in the pool at the time. If that were the case for ricapitos family I would think ignoring an 8 year old is pretty harsh.

 

[Muushka]

I have read so many threads the past 2 days my eyes are crossed!

I must say though that I believe that ricapito was right on target. I read so many posts where people tip waiters/waitresses well, even though their service was poor. Why is that? Why do people feel the need to protect and or reward the people who perform poorly?

We all know that there are some members out there that are demanding, but I would guess that the vast majorities are not demanding, myself included. I can get an attitude with a CM when they start out with one. But if I get a CM who is pleasant (which I believe in their position they ALL should be) and trying to help me and do their job as best they can, they could probably put me in any room they wanted. But give me one that will not even look me in the face, smile, say hello, nothing, well that is another story. Then I will mention the fact that I booked the room at 11 months and would appreciate another room (but in this case the CM would not even acknowledge that I even said anything, so I gave up).

I am in the medical field. For many years of my career I had to draw people's blood for a part of the day. I always smiled at the people, answered their questions, and was as pleasant as I could be and the experience was good for them. And they were just out of a Doc's office (probably waited for an hour or so), paying thru the nose for a lousy lab test, and getting stuck with a needle. I wonder who has the more difficult situation there? Did I like interacting with the public? Not particularly (well, it was probably more that I hated to draw blood). Did the person at the other end of the needle know that? No way. We all were professional and treated patients with respect and kindness.

I am just tired of people making excuses for poor job performance. I believe that we need to expect more of someone, not less.

 

[ricapito]

In retrospect, even though there was nobody else in the pool, the lifeguard may not have been as rude as I thought. Maybe it was about training to not socialize...

 

[Rash]

another fine point............DVC is what it is and clearly some here have warped into their own expectations exactly what should be given.........i would urge many who believe ricapito side to go pull out every DVC literature you have and reread the whole thing. Then come talk to me.

From disneyvacationclub.com (i added the bold print)

http://dvc.disney.go.com/dvc/guest/about/guestAboutOverview?id=LearnAboutDVCPage:


"The legacy of the most enchanting vacation destination on Earth; the quality, innovation and imagination synonymous with Disney; the realization of all your vacation dreams plus a lifetime of magical memories.

Experience the benefits of owning a real estate interest in a Disney Vacation Club Resort and count yourself among an exclusive community of Members who value superb accommodations, gracious hospitality and the ability to come home to unique, unforgettable destinations year after year.

The Disney Difference
Learn about our innovative vacation ownership program that reflects Disney's legendary service, attention to detail and rich creative history."

Hmmm, whose responsible for the high expectations?

When you sell your product with words like superb, legendary, gracious hospitality, attention to detail, etc. and don't deliver, there's going to be problems i.e unhappy customers, bitter cm's, etc.

IMO, the OP was dead on.

 

[DisneySpence]

Ah good marketing and PR at it's best and that is why marketing firms get paid so well because they write stuff to make people fall in love with a place before ever seeing it.

 

[bongo59]

reread it again........it says no where that you are entitled to your own version of what disney magic is............it is vague at best. Just your posting it here makes me think you believe this somehow validates your feelings that ricapito is right and we should get it............I read it differently and i think others do as well............My locus of control for the magic my family gets at WDW is not from the people or the characters per say..........they enhance the the experience and much of the time they make it magical............but that is the distinction we get and others clearly dont...........they do it because they want to ............and it does make it a great place .............but i dont feel i am entitled to it at every last moment, so much so that if i dont get any of it on a trip I feel cheated and am more apt to lose my edge and become a cad..............we continue to agree that we will disagree.............

 

[bongo59]

Ah good marketing and PR at it's best and that is why marketing firms get paid so well because they write stuff to make people fall in love with a place before ever seeing it.

................i have a feeling some here may realize they were caught in the disney marketing fishing net and are now finding out about it for the very first time.............i can clearly understand why it has happened but i really hope people reflect on really what matters to them with respect ot their families happiness and fulfillment at WDW via DVC............i know CM's are no great part of that feeling and have little impact on the enjoyment of our stays

 

[Rash]

reread it again........it says no where that you are entitled to your own version of what disney magic is............it is vague at best. ...

What is vague about "legendary service"? "Attention to detail"? "Gracious hospitality"?

Those aren't my own "versions of what disney magic is". Those are specific selling points made by Disney describing the product I bought. Just because they don't matter to you doesn't mean it shouldn't to anyone else.

You seem to think that expectating a company to live up to it's claims is arrogant in some way. I counter that consumers in this country have been slowly taught to believe that. We all expect or accept poor service, so that's what the corporations deliver. That would be fine if that's what they marketed, but it's not. IMO, Disney will feel like a Wal-Mart real soon if we all lower our customer service expectations to match yours.

I do understand your point, and I am fully capable of enjoying my vacation despite the occasional rude CM or dirty room, etc. But that doesn't mean I should accept it, because as soon as I do, it will become the norm.

 

[Frozenfingers]

............i know CM's are no great part of that feeling and have little impact on the enjoyment of our stays

Jeeez Bongo, you're one cold dude! Without the valuable contributions of thousands of dedicated and loyal cm's WDW is just another tourist trap. I feel sorry for you that you are unable to recognise the valuable contribution these employees make to insure you do enjoy your stay. You advocate self policing of DVC.. I'm doing itnow.. you are out of line with that comment.

 

[bongo59]

it says you "value" these things or "reflects" certain things .............tell me Rash, where exactly does it say i get this thing or service, therefore i am entitled to???? It does not. Your perception of what the phrase mean to you are the problem. You got caught in that old Disney marketing fishing net.............DVC is a timeshare at a cool place..........nothing more and nothing less. You can assume nothing when buying realestate or a timeshare regadless of who is selling it and regardless of there "rep" The sale of DVC is quite explicit in what service it sells with the timeshare product............and since this amarketing ploy you posted, how about go pulling out your contract and POS and then coming back and tell me i am wrong..............I bought DVC not the marketing slogan

 

[bongo59]

Jeeez Bongo, you're one cold dude! Without the valuable contributions of thousands of dedicated and loyal cm's WDW is just another tourist trap. I feel sorry for you that you are unable to recognise the valuable contribution these employees make to insure you do enjoy your stay. You advocate self policing of DVC.. I'm doing itnow.. you are out of line with that comment.

............you missed my point........i love what the CM's bring to the table..........I just dont expect it as part of my membership............when i dont get it i dont whine about how i am getting cheated.............there is a distinction, and i think that is the crux of what the OP post was all about

 

[Frozenfingers]

Hmmm, that isn't what you said though, but moving on, I really am trying to understand your point.. I just can't get there. Perhaps the difference is how we view ourselves; You seem to think you are a member of a timeshare, nothing more, nothing less and have no expectations of those that run the place. But to me, Once I step on resort property, I'm not just going to a timeshare. My family is at a Disney Deluxe Resort and I am Disney's guest and customer. Disney promotes service above all else, and we are customers first, dvc members second. My sence of entitlement and expectations is no more or no less than if I was a cash customer at the poly or AKL and never heard of DVC.

 

[bongo59]

Frozen please dont tell me what i said.......I know not only what i posted but its intent.........i am trying to show you the intent by responding to you..........my point is simple...........a hotel guest has no signed contract that specifically lists what you should expect............WE DO...............GO READ IT because alot of folks here think they should be getting alot more than they bought............that is my only point..........the answer you seek is in your POS and contract...................i know what i signed and exactly what i bought............i did not buy a marketing slogan, i bought a DVC timeshare

 

[disworldnum1]

I'm curious as to what entitlements are we all talking about here.I know for myself I expect a clean room in a timely fashion.I only deal with the front desk as long as that takes to get accomplished and I dont see them after that. I have met some great cm's in the parks and have met some who could care less.They don't make or break my trip, but the good ones certainly add to it.Correct me If I'm wrong(and someone will I'm sure) but I assume that most problems with cm's happen at check in.I know for myself check-in feels like a roll of the dice every time we arrive. I hate that feeling and try not to put any expectations on a room.I don't care about a room with a view.What I care about is a smoke free/odor free room.I dont care about re-washing dishes or rinsing the hairs off the shower walls.I usually request a non-smoking room for medical reasons 10-11 months out and you would think Disney could get that right.I dont blame the cm's for this but disney's poilicy on assigning rooms.I could understand the frustration people feel when trying to check in and being the front desk cm is the first person you deal with I'm sure they catch alot of crap.Well to get back to the original question what should we expect from being DVC owners? I'm curious

 

[KNWVIKING]

.... what made you decide to purchase DVC ? You seem to be saying that you bought nothing more then a timeshare. If so, why not Marriott or one of the other major players. Their buy in is less.Their dues are lower. They offer better options for other world resort locations. If you make your own magic and feel only you are responsible for it, why not just stay at Hotel 6 on I-drive.

 

[lenshanem]

Thank you Rash for posting that from the DVC website. I would say that front desk manager didn't really fit into that category.

i have a feeling some here may realize they were caught in the Disney marketing fishing net and are now finding out about it for the very first time

Alot of it is marketing, but it is also the Disney standard they have set upon themselves for what - the last 50 years? It is only in I'd say the last decade that they have let that standard slip and CM morale has come down.

We bought because of that legendary Disney difference, otherwise why even buy there? I don't expect cartwheels, but I appreciate a smile when I check in.

I told hubby about these threads and how CMs hate DVC members. He laughed and said don't our dues pay for their salary?!? If that front desk manager hated us so badly he really needed to find a new job, cause he is in the wrong occupation. Sometimes being nice can be work, but that is a part of their job. A smile can go a long way..............................