Treatment of DVC members

[Epcotkids]

I have been reading a lot of threads where non-DVC members have had bad experiences and Disney gave them get compensation of some kind for their inconveniences.

I have just returned from my second not so pleasant trip. Last September, we changed from BC on Friday, I was as sick as a DOG!, so I left the packing up to my DH and DD. When we arrived at our next resort, and I was unpacking, I noticed that all of my DH's clothes were missing as well as all brand new bath items. I immediately called BC and they gave me Housekeeping, I won't go into all the countless calls and dealing with three or four different managers, to get to the end of the story, and that is we finally got back just his clothes on Monday! Yes, that means he wore the same clothes, underwear and socks included. Our second Monday surprise was that the AC was leaking and flooded the LR floor. I reported it to the front desk and about three hours later got I call from a very unpleasant CM telling us that we would have to change rooms. No apologies, no can we help you?, just a "we need you out ASAP." Do you know what a pain it is to move six people and food for a week? (Don't get me wrong, I am not blaming them for the mishap, they obviously had no control over the leaking AC; just the "get out" attitude is what bothered me.)

Than, just a few weeks ago, we arrived about 8:OOpm. I had made ressies 5 months in advance. The CM that checked us in informed us that we were not going to get the request that I had asked for, but were getting a great room in a great location. You're going to love this room, she said. We got to the room it was a handicap room. Disney does these rooms great .... if you're in a wheel chair. First, the bed is about two foot from the ground. Second, the bathroom has a "roll-in" shower only, that takes up the closet and counter space that would normally be there. It is one big room with a shower, sink and potty, that's it. No place to put anything! The microwave sets on the counter next to the sink, so now there is no counter space left for anything. The very small (3ft. wide) closet has the bar moved to half height, but also houses the vacuum cleaner and porta-crip. Barley enough room for my DH's sports coat - that's about all that would fit without wrinkling. Then pops in Bell Services; big smile happy guy (he gets tips for his services) he sees our disappointment and tells us to go back and ask for another room. So we did. CM at the front doesn't seem to understand our disappointment. I explain to her that other than all the things listed, I have osteoporosis and need the hot water of a tub for my hips. She finally checks for another room, oh, guess what, no other Studios available. We asked her to check other resorts, supposedly no studios were available anywhere. So, I asked about the next night, she disappears for 5 or so minutes and then comes back and says yes, one would be. Then she says there will be a room change fee. At this point, I was doing my very best to not "twist-off', so I calmly and with a smile ask for a hotel manager. Twenty minutes later she shows up, she explains to us that a bath tub is not standard and not guaranteed. I won't tell you the thoughts that were crossing my mind at this point. We just stood there and listened as she justified their choice of rooms for us. Her attitude clearly said, we were unjustly causing trouble. However, when I complained about the room change fee she did agree to waive that. Once in the studio, yucky location, but we were just happy to have one, everything else went great.

I have a hard time believing that had we not been DVC members their attitudes might have been a little more pleasant, instead of this "you have to come back, so take it or leave it" kind of attitude. I called Carlie, our DVC Members Satisfaction person, twice, but she hasn't called me back. On my last call yesterday, they said she has been really busy working with other DVC members -- that sounded scary to me.

Are we just the lucky ones, are have any of you experienced yucky, kind of attitudes from non-tipped CM's.

 

[LIFERBABE]

That's very disheartening to hear.

Since when is not a tub standard? LOL! I know I know requests are not guaranteed! But since when is a bathroom fixture as standard as a tub not standard?

Im totally disappointed in this aspect of DVC and feel they should communicate this to their members more clearly if tubs aren't standard .

Add me to the naughty list, because I need a tub!

 

[Simba's Mom]

Unfortunately, this happened to us too, on our first trip home. We were told by the front desk manager that because we wouldn't accept a handicapped room (since it had no tub) we'd have to pay the $25 room change fee. I wrote to DVC about my dissatisfaction that they should inform new members that bathtubs aren't guaranteed and may cost extra. Although I got a "Sorry about that" type of response and an "it won't happen again", I've seen several posters that have let me know that, unfortunately, this is still happening. And why didn't I ask for the hotel manager? He was not only unavailable at that time, he didn't respond to the letter that I sent to him later.

 

[Chuck S]

Ummm...actually, tubs are NOT standard in all hotel rooms. I've stayed in several non-HA rooms traveling that only had showers. They were older hotels, but the desk is correct, tubs are not industry standard. Also, many hotels, including Hampton and Comfort, have beds that are nowhere near as high as the non-HA beds that DVC resorts have...but are on par with the height of the DVC HA rooms.

 

[barb45]

Scarey - I have never requested a non-handicap room because I didn't realize how bad it would be. Why don't they keep them for people that request them?? If you don't request a handicap room then you would know that you won't get one. I've heard other people complain about this too - maybe they have way too many handicap rooms. I remember checking into a hotel once and they said "we only have 1 room left and it's handicapped - would that be OK with you?" If any no-name hotel can do that you would think that Disney could too.

 

[Chuck S]

Why don't they keep them for people that request them?? If you don't request a handicap room then you would know that you won't get one. I've heard other people complain about this too - maybe they have way too many handicap rooms.

The number of HA rooms is set by the Americans with Disabilities Act. AS far as keeping the rooms only for those that request them...a timeshare is designed to have very high occupancy rates, the annual points allotments are geared towards having the resorts at nearly full occupancy.

 

[Epcotkids]

My BIG issue is the attitude. You can deal with the worst of rooms and/or circumstances if the person you are dealing with has a pleasant understanding, but my hands are tied, attitude. My complaint is all about their communication. I am sure it is a tough job, but who can get upset with a smiling, understanding, face?

It just seems that Dis. does everything they can to get non-DVC members to come back, but we don't even get an "I'm sorry for whatever" response.

 

[Kadorto]

Sounds like you're on the naughty list for sure now

 

[robinb]

This is exactly why I don't check into a DVC resort after 6pm. Especially during a busy time. I was also once given a handicapped room when I checked in at 11:00 pm. We ended up keeping it because we didn't want to move and it did have a great location. The problem is the h/c rooms are part of the regular DVC inventory and when it's busy someone gets stuck with them. Last trip was your turn . I now stay elsewhere if I'm coming in late and check in early in the morning.

The think I thing I would be most angry about was the indication that you were getting a "great room" while in fact you were getting an inferior room.

 

[Pa@okw95]

BCV has a long standing attitude problem at the front desk at least toward DVC members. Your complaint about the attitude their is nothing new to these boards. BCV is suffering from over-use, not to use it as an excuse but everyone wants to stay there. I would like to see the day where a handicap room is not given out to anyone that does not ask for them, if they have to be left empty then so be it. Our dues would go up but so what.

 

[SylviaL]

I looked at my reservation confirmation letter recently and noticed that I didn't request non-handicap (I have 2 toddlers and we will likely have another toddler traveling with us). When I called MS to put that request in, they said that they do not take that as a request. They said that handicap rooms are only given out when there are no other rooms available.

 

[CarolA]

I can see why you needed a tub, but they are not guranteed at any hotel. I was in a Marriott recently where I got a room without a tub.

 

[DarthGoofy]

Are studios the only HA rooms, or are there HA one and two bedrooms as well?

 

[jarestel]

Epcotkids, I think you did the right thing by expressing your views to DVC. At this point, one can only hope that if enough members are disenchanted with the way DVC assigns rooms, they will change the policy.

 

[Stimpy]

I looked at my reservation confirmation letter recently and noticed that I didn't request non-handicap (I have 2 toddlers and we will likely have another toddler traveling with us). When I called MS to put that request in, they said that they do not take that as a request. They said that handicap rooms are only given out when there are no other rooms available.

Is that new? I made our ressies about 2 months ago and have non-handicap requested on my confirmation. (Right after non-smoking for med reasons) I realize NH it is a request not a guarantee but we do request it since we have 2 young kids too. But we never request anything else. The only 2 requests we have are Non-SMoking and NonHandicapped Accessible.

To the OP, I'm sorry you went through that. The CM's could have been more sensitive to your problems.

 

[crisi]

There are HA one and two bedrooms as well - but the whirlpool tub still is there in the master bath and they have more counterspace in the master bath. I've stayed in a HA two bedroom and it wasn't ideal, but it was certainly functional for two seniors, two adults and two preschoolers.

So we were just complaining about housekeeping fees in the other thread, and wondering why it costs so much.....not that I'm blaming you, but this is a good example of why it may cost so much for DVC to clean. The room you stayed one night in needs a full cleaning - which the $25 was going to cover - and they waived that so now we all get to pay it. Poor DVC Satisfaction Manager, you are going to let her know that the attitude and fee was unacceptable, the next caller will want to know why it costs so much to clean the rooms! And both of you have valid complaints!

I wonder if they are getting more complaints now that rooms aren't being assigned by date reservation was made and request than they were when it was rare to get into your room before four?

 

[chainkid]

I have definitely seen a major shift in attitude in the way I've been treated as a DVC member. Ihave in the past been pleasant and never complained about anything. If I idn't get the room I wanted I just fiqure its the luck of the draw and never ever complained. This last trip early Dec, we had several rooms, most of which only had minor maintenance problems like the doors to the bathrooms didn't work in any of the rooms in the two grand villas we had. The safes wouldn't lock, TV in Master bedroom not working. I din't complain to management except to report problems which were never fixed. This wouldn't have spoiled my trip BUTTTT the one bedroom unit we had overlooking the village green area had no hot water for a whole week and because the resort was full we couldn't move to another room. We called maintenance and when they finally came they said it was a florida law that all hotels had governors on the water to prevent scalding. Despite several calls and long waits to speak to hotel manager, we were offered a dinner and two nights in the future. I felt that since this room was basically unuseable, no jacuzzi, dishwasher, shower, and the refidgerator din't work that we should have gotten a totally free vacation in the same type unit another time. Management basically said no deal write to memberservices to get points back. I sent along detailed letter to member services and in two months I've heard nothing. They simply don't care at all. Since this happened I've been less thrilled about my membership. This all happened at my favorite resort the boardwalk. After this I noticed they had a major pipe break, I can only feel for the poor guests who had to suffer with this inconvenience. I'm still seething at the poor treatment today. I am not a complainer and will usually gewt out of a bad situation. If any other trips even remotely resemble the treatment we received on this one. I'm selling all my points .

 

[disworldnum1]

I have stayed at a comfort inn and received a room with only a shower.Twice while staying at the BWV we were assigned Ha rooms.Both times we checked in before 5:00pm. Back in 1998 prior to purchasing our membership I had called the front desk to say the bathroom and kitchen were very dirty,and the fridge had a bad odor coming from it.Well they asked if i had children and what was the ages.When we returned from the parks the room had been cleaned and they had left a plush Mickey and a white chocolate mickey as an apology.I called and thanked them and explained they didn't have to do that,but they said it was a gift for the kids.But now in 2001 we checked into a room that was totally unacceptable and no other rooms available,neither at bw or any other property.Housekeeping came up and agreed with us and the only choice we were given was to move tomorrow at 4pm.We ended up staying but replacing curtains and covered all the furniture with sheets and bought our own sheets and blankets for the beds.Through out this whole process we were never offered any compensation even though we wasted a day of our trip .I wasn't really looking for anything either but the offer would have been nice...I had never thought about this until your thread now I wonder non- owner and then owner coincidence or not.
I have to say I stayed at a best western on the way to florida and the maid walked into our room at 8:30 am and woke us up.We had the do not disturb sign on the door being we hadnt checked in until after midnite.I sent an e-mail to best western when I got home and explained what happened and they sent us gift certificates for free free nite stays at any of there motels.I thanked them but said I didnt really want anything and subsequently we never used them.What a difference in bussiness practices.

 

[DisneyMim]

I am always VERY VERY hesitant to post anything on this board, but here goes, and I am sure I will regret this. We've been members since 1991 and have noticed a dramatic change in the attitude of the CMS just as chainkid said. I don't know why. My husband and I have ideas, the huge number of members, the high cost of buying into DVC, people expect more, etc etc. We stopped buying points years ago and now do some of our trips on a purely cash basis. We enjoy a lot of the Disney resorts and like to spend time at some of our favs, Poly, AKL, etc. My whole family always notices how different the CMS are when we go on cash. My kids laugh. It has happened way too many times for us not to notice. It just makes sense when you think about it. We as members have already laid out a hugh chuck of $$$, we don't need to be "talked into coming back", we WILL go back. On the other hand the non-DVC guests need a reason to come back and not go to Universal, or off-site, or GASP!! not go to Disney at all!! PLEASE UNDERSTAND ME I am not saying this is right and I really don't even think the CMS are doing this on purpose, but maybre they are tired and don't use their energy on us. I don't know. All I am saying is that I too have noticed a HUGE change. I don't know what can be done, it anything. I don't see anything changing.

EPCOTKIDS I am so sorry that you had a less than magical trip. Every trip to Disney should be magical. I don't think it is wrong to expect a certain standard, after all Disney puts themselves out there and we expect them to be, well ..."Disney!" I hope your next stay is better.

 

[Epcotkids]

I don't know the answer to how many or what type of HC rooms are available. Sorry. In four years and 8 trips this was the first HC room I have ever seen. We always go in September and April, both times are low crowd times so we have never had to deal with this before.