Wanted to share my not great experience with MS regarding renting points

[VGCgroupie]

You also pay their wages, and don’t expect this, but I blame their superiors as clearly it’s not being communicated down properly or they are just as confused as everyone else.

Saying "Oh I know this is can be confusing, Im sorry" would have went a long way

 

[aammtt20]

She actually told me I made HER uncomfortable and it stressed her out b/c I mentioned renting

So annoying this all happened to you. Also, I wonder if I spoke to the same person you did, because I needed to alter something on a reservation and was asked the question and when I responded it was indeed for personal use, I heard her breathe a sigh of relief and say "oh good..."

 

[Brianstl]

She actually told me I made HER uncomfortable and it stressed her out b/c I mentioned renting, which of course in turn made me feel the same way. She was more concerned with any backlash she might be exposed to than helping me through the process. Unfortunately I don't have a transcript of the call to post. But I'm kind of over some of the mansplaining on this thread about 'why' it happened and how I should feel about it, so i appreciate your support. I'm 100% that I haven't broken any rules, I pay a lot of money to this business, and I don't want to be talked to in that way.

She is probably was not comfortable having to deal with a situation she has not dealt with (someone flat out admitting the reservation they were altering was a rental) and not properly trained for the first time since they have instituted the new policy. The cast member was probably extremely uncomfortable having to follow new guidelines laid out by management that aren't even clear the cast member. I think the cast member is entitled to some grace in this situation.

Also, someone seeing the situation differently isn't mansplaining. I don't think anyone is telling you should feel differently. Some are just seeing how the situation likely was from the cast member's perspective.

 

[VGCgroupie]

She is probably was not comfortable having to deal with a situation she has not dealt with (someone flat out admitting the reservation they were altering was a rental) and not properly trained for the first time since they have instituted the new policy. The cast member was probably extremely uncomfortable having to follow new guidelines laid out by management that aren't even clear the cast member. I think the cast member is entitled to some grace in this situation.

Also, someone seeing the situation differently isn't mansplaining. I don't think anyone is telling you should feel differently. Some are just seeing how the situation likely was from the cast member's perspective.

Nope! As I said before simply apologizing and acknowledging that this is a new process for everyone would have made world of difference in this interaction. I guess you have never been a customer service agent... you aren't supposed to treat people that way even if you think they are wrong. I don't care if the MS agent is not comfortable, and if she was, that is all the more reason she should have escalated the call to someone else on her own accord.

 

[Sandisw]

Personal Use =/= Informing of Personal Use Renting

This is the same as what you learn in school where B is A but not all of A is be B. Saying you are using for Personal Use simply says its somewhere under the general guideline but it doesn't mean your requirement to disclose renting would be met especially if the lead guest is a members name.



Harassed? Hardly.

Also how is it for no reason? They stated they were renting. The person in MS then went over (albeit likely with some inaccuracy) the rules around renting and even how to circumvent the rule.

MS went above and beyond in my view for the random Member by telling OP how to bypass the system actually.

The primary issue I see with any of this is that MS should be more informed to ask clarifying questions on rental and go from there but they should still inform people about the renting rules (more accurately) if it comes up on the call by the member saying they are renting points out.

The MS supervisors I discussed this with said it’s not their role to determine what counts and what does not.

They are required to ask owners to attest to the personal use clause and if they do, then they are required to process.

If renting comes up, they are supposed to read the new language…however, some CMs aren’t reading it all and stopping before they read the “personal use is not using a membership to regularly or frequently rent/sell”.

The system in some way identifies memberships and then it’s referred to business affairs division for review.

So, any implication that renting can only be done with family and friends seems more IMO, an attempt to let owners draw the wrong conclusion.

Yes, just saying it’s family and friends prevents CM from offering and it may be purposeful to get the word out to owners to just not mention it.

Just like the CMs don’t ask if you are getting g money for transfers, maybe just don’t mention the word rental because we know some level falls under personal use clause

 

[jolynne28]

So annoying this all happened to you. Also, I wonder if I spoke to the same person you did, because I needed to alter something on a reservation and was asked the question and when I responded it was indeed for personal use, I heard her breathe a sigh of relief and say "oh good..."

I almost hope so, b/c calling MS shouldn't be like this.

 

[toesmom]

Member Services will require more training if in fact it is ok to rent some points. This concerns me too because I have extra points and was considering renting points vs just transfer to another member. If transferring is not an issue, that seems easier route.

 

[jolynne28]

Nope! As I said before simply apologizing and acknowledging that this is a new process for everyone would have made world of difference in this interaction. I guess you have never been a customer service agent... you aren't supposed to treat people that way even if you think they are wrong. I don't care if the MS agent is not comfortable, and if she was, that is all the more reason she should have escalated the call to someone else on her own accord.

All of this. Every job I ever had has been in customer service in some capacity, so I have plenty of experience and also empathy. I am not the type of person to ask for someone's manager, or escalate a situation b/c I felt some type of way about an interaction when I am a customer. I made this post to make others aware and hopefully spare someone from being in a similar situation.

 

[jolynne28]

Member Services will require more training if in fact it is ok to rent some points. This concerns me too because I have extra points and was considering renting points vs just transfer to another member. If transferring is not an issue, that seems easier route.

I agree, if we buy a loaded contract in the future we would most likely not need the extra points and want to rent them. We still have 200 pts to rent for this yr that we aren't going to use, and now I'm not sure how I want to handle that.

 

[juliebee]

I listed a confirmed reservation with https://dvcrequest.com/ that recently rented. I got all the info from David's and called MS to change the reservation to the renters' info. I've never done this before, so maybe I'm the idiot here, but the moment I said the word "rent" the woman began lecturing me on how renting is not allowed and their calls are recorded and my membership is for personal use only, this went on and on.

After reading this all and thinking about it, it's such an odd thing for her to lecture you that the calls are recorded and then proceed to coerce you to say it was for a "friend". If she thought renting an occasional reservation was not allowed, then certainly she, as Member Services, should not be telling people how to skirt the issue. I absolutely hope someone DOES review that call recording so this agent can be taught correctly on both the real rules of renting and how coercion is not appropriate. She should not have handled it this way and if confused should have gotten advice from her supervisor. So sorry you went through that!

 

[matt_in_nh]

Wonder why David’s was so interested in the details. Hahaha

 

[jolynne28]

Wonder why David’s was so interested in the details. Hahaha

Can’t imagine bro, it’s not like people could potentially lose their jobs if renting becomes more difficult/restricted with this new policy

I ran some numbers, and the cost to sign up and list myself on this board vs letting David’s handle everything was somewhere in the $200-$300 range. I was more than happy to let them handle the rental for that, there’s no way to predict the time i would have had to invest to manage a listing and find the right renter. The peace of mind was worth it and I already have 70% of the funds.

 

[VGCgroupie]

Wonder why David’s was so interested in the details. Hahaha

Makes perfect sense why they would be interested. Honestly Id be concerned if they were not interested.

 

[sethschroeder]

It is then the responsibility of the COA to add a way in the online reservation form to indicate this information.

Online booking is something they added as a nicety, it was not the baseline format for renting for DVC.

As an an owner people wanting to rent points out needing to call in is a positive as it means the 11 month booking window right at 8am isn't going to happen for them.

So no its not their responsibility in any capacity to add an online booking option for those looking to rent out their points. Additionally those who do not routinely rent out spec rentals actually benefit from a required call in to meet the disclosure requirement.

 

[sethschroeder]

no way to predict the time i would have had to invest to manage a listing and find the right renter

10 mins on Facebook probably over a couple weeks time?

You act like its some monumental task. There are plenty of large Facebook groups that allow you to post prebooked rentals for something you are no longer using (I have used them once).

Then you are not giving money to anyone. Additionally last I checked David's gives you a set price but then price the rental however they want. Their incentive is not to get your points rented fast their incentive is to maximize their profit and why I didn't go with them when I needed it previously as I am more than willing to give them a fix fee or % but I am not going to get a fix $/point only to have them list it for way more than acceptable margin.

 

[sethschroeder]

proceed to coerce you to say it was for a "friend".

Coerce?

They are giving you a tip so you won't be investigate by DVC as someone doing rentals and possibly having issues in the future.

Its like your local check out person telling you to say you are a member of their app (wink wink) so they can give you the member discount on everything.

 

[sethschroeder]

Member Services will require more training if in fact it is ok to rent some points. This concerns me too because I have extra points and was considering renting points vs just transfer to another member. If transferring is not an issue, that seems easier route.

Just don't mention you are renting.

You also shouldn't state when trying to transfer your points that you are selling them to the other person. Which also has limitations on it being allowed.


Personally if I rent out points with DVC looking more closely at rentals:

• You can change your rental if there is availability (limit the number of times though)
• You can cancel for a refund if I am able to re-rent the points (I am not changing a name on a reservation there needs to be someone who wants it)
• If I need to discount the points to rent them then previous renter has to cover that difference (deducted from refund)

Post here or on Facebook and its fairly minimal lift.

 

[sethschroeder]

She actually told me I made HER uncomfortable and it stressed her out b/c I mentioned renting

100% believable

She now likely has to report it possibly and go through a bunch of things because they have all these rules in place.

The person likely doesn't want anyone to get in trouble or have to report anyone. You stating you were renting then likely threw her in to a high pressure situation because of likely pressure from DVC leadership regarding rentals.

 

[sethschroeder]

We still have 200 pts to rent for this yr that we aren't going to use, and now I'm not sure how I want to handle that.

Everyone seems to be making this more difficult than it is.

• Post on here or Facebook you have 200 points (setting price/point upfront)
• When someone states what they want verify available
• Get information for booking (Name, Age - kids, Address/Email/Phone - Primary Renter)
• Provide them with contract (examples out there or if you need an example I will message you what I have used)
• Go to the online site and book the reservation
• Give the reservation to the person and request payment
• If they don't pay remind them of payment due and after a certain amount of time cancel the reservation and start over (unlikely to happen)

Don't call in, don't mention you are renting, and if you only do this a couple times you will never have an issue with DVC.

 

[EYL]

I agree with the point in bold. And pressuring into saying friends and family is not cool

I mean, we sorta do this when we rent out transferred points. Aren't we all accustomed (and perhaps were told) to NOT saying that we are transferring points for a fee? Being berated is a different issue, though. I would have preferred they just tell us "don't say that, just say 'friends and family'. *wink*wink*"