Treatment of DVC members

[tamu91]

I totally agree with DisneyMim. However, as DVC members, we do have other options at our disposal. Try selling your membership and stop going to WDW. Better yet, visit Universal Studios, SeaWorld, Busch Gardens and WetnWild. Start spending your hard earned money where it's appreciated

 

[Laurajean1014]

It maybe helpful to put on your ressie "under no circumstances will HA be an option." Although, no guarantee, it will stop them from placing you in that room.

Also, I don't know if it's a DVC thing or a bad group of cast members. I have noticed that within the past 10 years, some of the cast members are not as geniune or nice as in the past.

We have two bellhop persons that we see every trip and they are above fantastic! However, I cannot say that about the rest of the group. A lot of the WDW folks have attitudes.

Maybe they do not get paid enough, maybe they don't like their job, maybe they are unhappy with themselves....... not my problem until they start getting snooty and rude.

Not everyone can work in a place where everything is magical!

 

[RichieGraciemom]

maybe that is their version of the "naughty spot"

 

[mark&sue]

We were sold into DVC as home away from home. I don't know about the US but in the UK it is standard to have a home with a bath tub. HC homes are built with both.

I don't mind paying extra for the "luxury" of a non-standard tub but I don't particularly want to move rooms the next day after flying half way round the world. Surely there is an easier way for DVC to work this out.

Looking forward to our first stay at DVC.



Susan

 

[rocketriter]

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.

Of course they take non-handicapped as a request. NH and non-smoking were our only two requests last October at BCV. Both were noted on our reservation, the check-in desk was aware of both, and both were met.

 

[Epcotkids]

I totally agree with DisneyMim. However, as DVC members, we do have other options at our disposal. Try selling your membership and stop going to WDW. Better yet, visit Universal Studios, SeaWorld, Busch Gardens and WetnWild. Start spending your hard earned money where it's appreciated

Funny you should mention selling -- we did. We have a contract pending with our sponser right now. We had too many points, and quite honestly two trips a year was too much. HOWEVER, we do love Disney. I am just trying now to decide rather to buy back in, maybe at a less crowded resort where the CMs aren't so worn out, or buy AP and go on cash using the AP discount. You get all kinds of neat treatment, luggage tags, letters with your families name saying that they (Disney) are looking forward to our visit. They really do some fun marketing before you become a DVC member.

OH, I do have to say that the new perks are AWSOME! We bought the Dining Experience and it really was a great deal. I am not sure if DVC gets a discount but AP does - if your intrested. And the discount on AP and PAP is wonderful. DVC isn't all bad, just the attitude of some of the CMs and DVC's unwillingness to say "We're sorry." We things get messed up.

 

[lllovell]

Sadly, I think that the thing that Disney's amazing serivice has taught some is that the louder you yell, the quicker they will accomidate you - NO MATTER WHAT. So, many people would never accept "I'm sorry" and I am afraid that it has filtered down so that they CMs are more "battle ready" when someone comes at them with a gripe.

I am in no way saying you shouldn't gripe. I want the Dsiney magic to continue and for all of us to have wonderful trips and excellent experiences. If something is wrong, I would tell them and simply expect it to be fixed, no compensation needed. Somewhere along the way, seems like lots of people think they are owed the farm if something goes amis. Its hurting us all.

flame away!

 

[athenna]

This whole thread is starting to terrify me. I have been so excited about becoming DVC member, and so looking forward to my first trip 'home'' that this just depresses me.

 

[ColoradoBelle1]

I find these posts disturbing because it really is a case of: because you have already bought into our deal, we don't have to service you the way we serve cash paying customers. It certainly FEELS like a power and control trip, doesn't it?

I would also agree that sometimes it is also the bad attitude of the CM you are dealing with: I noticed this at AKL as a cash paying customer. I don't think most CMs make that much comparatively, on the open market...they do get some decent perks, but certainly not overpaid. Thus, when they are tired or frustrated, they forget giving pixie dust. The chief complain of this post wasn't the room problem as much as the lack of empathy and compassion...
I think Disney needs to give its CMs a communication course requirement IF they get more than one complaint against them.

So, how to fight back to keep the pixie dust alive. Difficult but not impossible.
First, communication:
1. from DVC memebers: we start a campaign of sorts to write letters addressing the guaranteed at time of reservation smoking/nonsmoking rooms, which would unite both smokers and nonsmokers for a change. We could also state that bathtubs be considered standard in all DVC units and that if by chance a bathtub (or jacuzzi) could not be provided, the room offered would be points free. So if you stay in a handicapped room without requesting one, at least you wouldn't be paying for it. (Actually,this puts the financial accountabilty on DIsney, where it belongs because handicapped rooms are federally mandated and this is now figured into the costs of building hotels, motels, timeshares, etc. Disney just shoved the financial burden on the DVC members on this one. I am glad that there is a federal mandate re handicapped rooms/walkways etc...I just think that the developers already considered the cost of building them and that price is 'built into' the cost of DVC ownership, the rack rates, and park admission tickets.

2. There are LOTS of DVC wannabees on this and other Disney forums. When they speak with their guides about prospective purchases at DVC, it would be important that they tell their guides that they want to purchase BUT are concerned about reports of smoking /nonsmoking guarantees and rooms without bathtubs and that they would like their contracts to state that they are guaranteed at the time of reservation to have a smoking or nonsmoking room and that if the home away from home assigned to them is one without a bathtub, that they would expect that the room would be free. If Disney doesn't care about DVC member complaints anymore, they would certainly take notice if their prospective buyers had issues negatively impacting sales.

3. The third group of 'communications' would come from the people who are our 'guests' or rent our points. We call a guide and list them as prospective purchasers. So, if I took my sister to DVC, I'd list that we were coming in to BWV at 2:00pm in a studio unit on May 3 and that she is very interested in buying in...if she likes the Disney Magic. I BET that we wouldn't be given a handicapped room.

Well I am sure there are other proactive ways to deal with these 'communication ' problems. If DVC owners are 'old news' then we have to make the 'communication' through prospective buyers too. We have to let Disney know that we are reasonable people BUT we are at times feeling like second class citizens and that that isn't right. Disney HATES bad press. That would be the last option of course and only after other options have failed.

Please know that I do love Disney and am not an advocate of Disney BASHING. But I am an advocate of fair and caring treatment in the hospitality industry. As long as Disney is marketing new DVC's we have some power to effect positive change. As owners, you do have power to effect changes in the reservations system and in room assignments...we just need to band together and effectively communicate the problems.

Colorado Belle

 

[Epcotkids]

It does cause hesitation. I have a brother and brother-in-law who have put their buying-in on hold. I am not sure how we can encourage a more positive relationship between DVC members and some, and I again say some CMs. The attitudes seem to be worse at BC more than any where else. And also, remember check-in is the issue. Once in your room, the magic begins. It is just ashame that sometimes it has to start yucky.

I sold my points at BC because it is BC and BWV where I have experienced the "attitude" and BC much more. I have a feeling other resorts would be less stressful. You also have to remeber that there are a few replies here compared to the 1000's of DVC members. Just don't over buy, that way you can sell if you find it less than magical.

 

[DebbieB]

I don't think this is an issue exclusive to DVC as this thread makes it sound. You could get a handicapped room or a smoking room at any resort, at WDW or elsewhere.

 

[athenna]

I don't think this is an issue exclusive to DVC as this thread makes it sound. You could get a handicapped room or a smoking room at any resort, at WDW or elsewhere.

Good point! Now maybe that you've said that, I don't have to be so bummed?????

 

[Sammie]

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.

Only as reported by some on these forums. That does not even come close to the thousands that stay there and have completely pleasant experiences including myself.

 

[gonzalj1]

Ummm.... Read your post and I'm sorry things didn't go the way you planned BUT.....

If you have a need that is medical in nature like needing a tub you should state this when you make a ressie. If you failed to do that you SHOULD PAY THE ROOM CHANGE FEE. We as members have now paid for extra housekeeping on your first room because you forgot to mention your medical need.

Also, were both trips you are not happy with in studios?

Let the flames begin.....

 

[disworldnum1]

I have requested non-smoking rooms for medical reasons on every visit and it never fails that I get a room stinking of smoke.My son is severely asthmatic and suffers from allergies too numerous to list.As a result of Disney's inability to provide a safe and clean room for him we have started to take our bussiness elsewhere.We used to go to WDW 4 weeks a year. Now we rent a vacation home for 3 weeks of them.The home comes in immaculate condition (because they want you Bcak) they are smoke free and pet free.They come with a pool and jacuzzi .I usually get a 5 bedroom home and the cost is around 750 for the week. We learned along time ago that dvc ownership come with a downside and that is you need to lower your standards so you don't get upset after arrival.We love Disney and we like the BWV but we dont like the way they take your reservations or the way they maintain the rooms.Its very nice to stay on the property but I'm here to spend my money and enjoy my vacation and sometimes a bad room can ruin that.

 

[crisi]

from DVC memebers: we start a campaign of sorts to write letters addressing the guaranteed at time of reservation smoking/nonsmoking rooms, which would unite both smokers and nonsmokers for a change. We could also state that bathtubs be considered standard in all DVC units and that if by chance a bathtub (or jacuzzi) could not be provided, the room offered would be points free. So if you stay in a handicapped room without requesting one, at least you wouldn't be paying for it. (Actually,this puts the financial accountabilty on DIsney, where it belongs because handicapped rooms are federally mandated and this is now figured into the costs of building hotels, motels, timeshares, etc. Disney just shoved the financial burden on the DVC members on this one. I am glad that there is a federal mandate re handicapped rooms/walkways etc...I just think that the developers already considered the cost of building them and that price is 'built into' the cost of DVC ownership, the rack rates, and park admission tickets.

Remember, we own DVC as much as Disney does. We own all the units except the developer inventory. They run it at a predefined and legal profit margin in terms of management fees - if costs go up, our dues or something else we pay for go up - they aren't going to "eat" a darn thing. If DVC gives away rooms, that means it comes from somewhere - trades suddenly become even more expense, higher dues, perhaps ROFR numbers going up along with the cost of add ons - but one way or another, once we signed the contract and until we sign - there is no free lunch. And the few "free" lunches I'm subsidizing I want to be for truly horrible things - like a toilet flooding or no hot water during your stay. Because of the way I understand Disney does accounting, even the plush Mickey as an "I'm sorry" was added to our bottom line dues - and maybe that is a good thing - a few plush Mickeys at cost might go a long way - but comping rooms, nope.

There are things DVC can do - they can make HA and NS guarenteed categories and book these rooms first come first serve (and NO switching at checkin no matter how good your reason for needing a nonsmoking room with a tub is). I think it will add overhead and much knashing of teeth at checkin as members throw fits, but maybe not. They can go back to pre-assigning rooms (for which there was MUCH complaining when you couldn't get into your room until 4pm or later), this particular problem seems to stem from stopping pre-assigning rooms. But comping rooms I am NOT for, unless you can figure out a way I don't need to pay a dime for because someone else is pickier than I am.

 

[Epcotkids]

oops, wasn't finished....however I had a chance to read post by Colorado Belle, who sumed things up quite nicely! There is still ALOT of magic at Disney! What I was trying to say in my earlier post is that there are alot of DVC members, and not everyone is selling. I do think it important that we express our concerns to DVC member services; actually we should be calling Carlie; she is over "Members Satisfaction". If enough of us let her know how we feel she will pass the infomation on where it really matters. But we as DVC members, need to do our part by stopping the endless list of petty request and stick to the ones that matter. We bought in and pay dues, are are entitled to our request rather for medical reasons or pleasure, but outside of medical - oh well. AND check in early if possible, this seems to be the best shot at getting what you want, pretty difficult for those of us who fly in but do your best. Maybe if more of us would check-in with a smile and pleasant attitude the CMs would "catch the dust" insted of stirring it up in a bad way.

We can also go to the town hall meetings and talk to the DVC Reps. there. Maybe DVC management doesn't understand the extent of the problem, and how frustrated some of us are feeling.

All of you potential buyers, can help by mentioning your concerns to your reps. I guarentee they will pass it on to where it matters.

BOTTOM LINE:

The magic is there and it is a great place! If you get into a decent room, there is no place better! And, once in that room, nothing else matters except that you are at DISNEY! :thewave:

 

[CDSTapisRouge]

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?

I haven't read all the posts, but wanted to reply to this... I totally agree. My in-laws checked in to OKW a few weeks ago around 12:30am. They had requested a non-smoking room but the hotel was sold out and being that they checked in so late there were no more non-smoking rooms. It was presented to them by the wonderful CM at the desk as "I apologize we do not have your request for non-smoking avaliable right now, I would be happy to take you to the smoking room and if it is not acceptable I will set you up with a room change (no charge) tomorrow." Of course when presented in such a pleasent manner they were ok with it and did in fact take the room change the next day (to a wonderful room that meet all their requests). They probably would not have been happy to get to the room only to find out it was smoking and/or have the CM at check in just state sorry it's smoking take it or leave. The manner in which is was presented was the key to making it ok for one night.

 

[Pa@okw95]

I haven't read all the posts, but wanted to reply to this... I totally agree. My in-laws checked in to OKW a few weeks ago around 12:30am. They had requested a non-smoking room but the hotel was sold out and being that they checked in so late there were no more non-smoking rooms. It was presented to them by the wonderful CM at the desk as "I apologize we do not have your request for non-smoking avaliable right now, I would be happy to take you to the smoking room and if it is not acceptable I will set you up with a room change (no charge) tomorrow." Of course when presented in such a pleasent manner they were ok with it and did in fact take the room change the next day (to a wonderful room that meet all their requests). They probably would not have been happy to get to the room only to find out it was smoking and/or have the CM at check in just state sorry it's smoking take it or leave. The manner in which is was presented was the key to making it ok for one night.

The cm's at OKW over the years have been great.

 

[Sherri]

I requested a non handicap room (later when I called after reading these boards) and the CM said it was fine to add it to the res.
And its strange because when we stay at the Showboat in Atlantic City (a hotel) they have handicap as a request. You do not need to specifically ask not to have handicap. Never are you given a room that is handicap if you didn't request one. Why aren't all hotels/resorts like that?