Unhappy With Our "Upgrade"

[susan137]

Last Sunday morning, Oct 23rd, we were all set to check out of our 1 bdr BLT villa and move to our 2 bdr BCV when I received a call from the front desk manager at BCV. She was calling to inform me that the 2 bdr we had been assigned to had flooded overnight. She said we were being moved to suite at the YC - a 2 bdr with club level access. She told me not to worry about my points as they would be converted back. I have to say, if felt like it was a good trade up - that is until we checked in.

We were assigned to the "Captain's Deck" room 1116. We opened the door and immediately felt that the suite hadn't been updated in a long time. It was dated and shabby, but spacious. During the course of our 2 night stay, I became more and more unhappy with our accommodations. There was absolutely nothing in the kitchen except 2 water glasses and 2 coffee cups. No plates, no flatware, no cooking utensils or pots & pans. When I rent a 2 bdr villa, I expect to be able to use the kitchen to cook. We planned to do our laundry only to find out that there was no washer/dryer in the suite, so we lugged everything to the laundry by the pool and paid a hefty price. Finally, what sounded exciting to be able to use club level really wasn't that great. We were way far away from the lounge and also several floors away, so really never took advantage of it.

I took it all in stride and figured that my points were being converted back, so I would just deal with it and not complain. That suite is something I would never, ever waste my points on!

We got home on Tuesday. I logged into my DVC account and my 76 points were in "holding". I figured I would get settled and then deal with that issue with member services. So...this morning I log on and the points are gone! Not in holding and not anywhere else!

I'm sorry this is so long, but can anyone give me any advice? Did I misunderstand that the points would come back to me? I really feel cheated out of my stay and the use of my points. I know a suite sounds wonderful, but we weren't happy there and would never waste our precious points on that. Any advice?

 

[_auroraborealis_]

1. Definitely ask for a refund on laundry costs. You should have at the time, honestly, but they should be willing to make it right.

2. Call MS about the points. It may not be a big deal to fix.

 

[disneynutz]

If you weren't happy, you should have talked to the front desk manager again. As PP, contact MS for a point adjustment.

Bill

 

[wilkeliza]

The issues you bring up about laundry and missing flatware should have been handled at the time. You didn't give the management of YC a chance to make it right then and there.

Now the points talk to member services. Let them know you were informed you would receive those back.

 

[susan137]

Honestly, I didn't want to complain since I thought I was getting my points back and basically didn't feel I should be ungrateful the "upgrade". I would never had said a word if the points were put back as promised. I guess I'll call member services and see what they say. Thanks everyone!

 

[js]

Honestly, I didn't want to complain since I thought I was getting my points back and basically didn't feel I should be ungrateful the "upgrade". I would never had said a word if the points were put back as promised. I guess I'll call member services and see what they say. Thanks everyone!

Good luck and please let us know how you make out with your points. I hope it goes smoothly.

 

[susan137]

Spoke with member services and was told I needed to call the Beach Club. I called them and they had no issue with refunding the points as promised. BC is sending word to member services via email and I should see my points back in a few days. Thanks for the help everyone!

 

[_auroraborealis_]

It's okay to ask them to make things right when things aren't right. You booked a BC 2BR. You were given a YC CL Suite. While technically an upgrade, it was missing amenities that you were relying on for your stay, and it is 100% okay to go to the desk and say "hey."

 

[SandyinMonterey]

We had the same thing happen to us at Disneyland, at the Grand Californian. Our room flooded, no other DVC room available. Moved to a suite, club access. Before checking in, manager did say we would get out points back. We did, never had them in "holding." I did follow up with a phone call when we returned home. I would definitely call them.

 

[disneynutz]

Spoke with member services and was told I needed to call the Beach Club. I called them and they had no issue with refunding the points as promised. BC is sending word to member services via email and I should see my points back in a few days. Thanks for the help everyone!

I would have asked to speak to a manager at DVC. It's not your job to call around to find your points, it's Disney's job.

Bill

 

[js]

Spoke with member services and was told I needed to call the Beach Club. I called them and they had no issue with refunding the points as promised. BC is sending word to member services via email and I should see my points back in a few days. Thanks for the help everyone!

Happy to hear. Let us know when you see them. Good luck!!

 

[Lakegirl]

Glad it worked out for you.

 

[susan137]

Just wanted to update you all.

It has been a week since I spoke to member services and BCV. At the time last week, BCV told me I would get my points back as promised - no problem.

I've checked periodically this week and have seen no sign of my points.

This morning I called member services again and was put on about a 20 minute hold. When the rep Jonathan finally came back on, he told me that BC/YC had determined that I was upgraded to a CL Suite and that I wouldn't be getting my points refunded.

I'm now left with the option of emailing guest communications and member satisfaction to appeal or simply accepting their determination.

I readily admit that I should have voiced my concerns at the time of visit, but I'm not one to complain and I thought the points were coming back to me, so I didn't really want a confrontation or to complain.

I'm not really sure if I'll email and appeal or not, but it has left quite a bad taste in my mouth to be told on 2 occasions that my points were going to be converted back only to find out that isn't the case. I wonder where the famous Disney customer service has gone.

Anyway....any advice on if I should appeal or is it just not worth it to go any further?

Susan

 

[disneynutz]

Just wanted to update you all.

It has been a week since I spoke to member services and BCV. At the time last week, BCV told me I would get my points back as promised - no problem.

I've checked periodically this week and have seen no sign of my points.

This morning I called member services again and was put on about a 20 minute hold. When the rep Jonathan finally came back on, he told me that BC/YC had determined that I was upgraded to a CL Suite and that I wouldn't be getting my points refunded.

I'm now left with the option of emailing guest communications and member satisfaction to appeal or simply accepting their determination.

I readily admit that I should have voiced my concerns at the time of visit, but I'm not one to complain and I thought the points were coming back to me, so I didn't really want a confrontation or to complain.

I'm not really sure if I'll email and appeal or not, but it has left quite a bad taste in my mouth to be told on 2 occasions that my points were going to be converted back only to find out that isn't the case. I wonder where the famous Disney customer service has gone.

Anyway....any advice on if I should appeal or is it just not worth it to go any further?

Susan

There is nothing to accept, email Ken Potrock and ask him why he can't fix this issue.

Bill

 

[Jecca]

I would absolutely not accept that determination. Fight it.

 

[Splashboat]

I had a point issue that was an MS mistake. I wrote to Ken Potrock and received a call from a woman in his office. She was very apologetic, said it never should have happened and fixed the problem immediately.

 

[Sammie]

And when you write be sure to include the names of everyone that you talked to that said you would get your points back.

 

[pangyal]

And also the name of the person who told you the unit that had been assigned to you had flooded. They must have a record of that flooding and the unit being taken out of service. It's not like you asked to upgrade, so I would definitely push back until those points were returned if I was in your shoes. Best of luck!

 

[susan137]

Thank you for the advice everyone.

I emailed the two addresses I was given by member services. I included all the info I had with names and such. The MS rep told me there are a lot of notes on my file already from my numerous calls, so there is record of the flooding and what happened.

So far I've gotten the auto response emails, but that isn't unexpected being that I sent it late Friday and it's the weekend.

Thanks again....I'll keep you all posted!

Susan

 

[Paula Sedley-Burke]

Hi Suan

I feel your pain. Exactly the same thing happened to us at VGF in September. We were upgraded to club from our DVC villa stufio that was flooded. But like you Club was less than amazing. I don't get the hype. Rude staff, building far away, not once did the staff greet us, talk to us. We did not even have a kitchette in our room. Plus it was next to a laundry and noisey!

They told us like you we would get points back when we complained at the time. But then when we got back they placed them in holding then took them back out! We went to book 2 nights at VGF for next year to replace the awful experience to find no points... We complained to be told we would only get one night. Which did not appear.

I emailed DVC war and peace I can tell you. I had an immediate call back with a lovely DVC lady who gave us the points and apologised. Don't give up!