What CM's really think!

[DVC Mike]

Upon checking into OKW at 8:00 AM we were told the room was not ready--no problem, we'll be back at 4:00. At 4:00 room still not ready. 5:30 we were told our room (which they had given us the room number) was still not clean and they were going to give us a different room. Went to new room and it had not been cleaned--beds not made and dirty towels and trash all over. Called front desk and was told to stay in that room until original room was clean and someone would bring us new keys. At 6:30 we saw someone else checking into the room that we had been waiting for. Called front desk and after much begging was given the manager who gave us a new room.

I checked in at both OKW and VWL the first week of Oct, and both times my room was immediately available. This was at 10:30am. When I got to the room, both times, they were clean and I had no issues. In both cases, the CM at the front desk was very friendly.

Maybe I'm just lucky?

 

[Deb & Bill]

The only thing I can agree with is that DVC is getting too large to provide quality service.

I think you hit the nail on the head, Sammie. While I love having a choice of resorts, I think the expansion bug has bit the executives and they are forgetting what got them to the point they are at.

 

[Debbie H]

Do that many members really stay there on points? I'm thinking it must be a fairly small percentage and not a true sampling of DVC members.

yes, quite a few trade out, prefer the monorail resorts

 

[Debbie H]

I am presently staying at various DVC resorts for 45 days--yes we own way too many points.
QUOTE]


Yes, I know about way too many points and being able to do that.

The attitude etc., is what I am trying to relay here. It happened to us after a OKW, DCL, OKW stay. This needs to be addressed! Make calls while you are there and let them know. Get in touch with Sonya Deese-Burns. She's the Exec. Manager of OKW and SSR from what I understand.

 

[4Pluto]

For reasons that had nothing to do with good planning, I just came back from spending one night at Beach Club, one night at Animal Kingdom and one night at Grand Floridian. The CMs at all three were very nice and put alot of effort into making the experience personal.

As for the comment that the service at the Grand Floridian is much better than OKW, I can't deny that I had two bellhops bringing two small bags up from storage, racing through the halls to get ice for the ice bucket and sweeping through the rooms to open curtains and switch on lights, but all that service came in expectation of a healthy tip.

I want a friendly checkin experience and a nice (big) room I can retreat to, and I think that's what I'm paying for with DVC. I don't want to pay someone every time they open a door, grab my bag from my hand, or hail the taxi that's standing 5 feet away and if members think that buying a timeshare is the same as checking into a full service hotel, then they are bound to be disappointed by the service.

There isn't someone leaving chocolates on my pillow at home and I don't want someone doing that at my home away from home. I want to keep a whole bag of chocolate in the fridge and eat it when no one is looking. Well, that got a little more revealing than I intended . . .

 

[Debbie H]

I believe all rooms are supposed to be checked by a housekeeping supervisor before being released. Maybe the use of the term manager was imprecise?

Perhaps, but when the front desk manager tells you that, you (silly me) sort of believe her!

 

[Debbie H]

BINGO! and this is why i would think twice if i were doing it all over again. Had i known then what i know now, not so sure about being a member of such a large group. I've already had 10+ yrs of great vacations and with the exception of one stay at BWV, i never had any problems at check in or nasty CMs at the resorts. One thing i've noticed is that you felt more special back in the old days...now it seems you're just another guest wanting to get in your room and they barely make eye contact with you when you're standing there. thats not treating you bad, it's just not that special feeling that you got back when it meant something (to them) to be a dvc member.

Exactly! We were told that DVC (which is now OKW) was going to be the ONLY on property DVC when we bought back in early 92. Not only our guide told us that but the guy that was in charge at that time said that too after buying us lunch and sitting and talking with us for hours after we signed the contract telling us how special DVC was going to be and how they were "targeting" certain people (whatever that meant) to be members. There is way too many members and resorts now to give "that special feeling" to the members.

 

[AKV707]

Being a new member, I hope that our first stay will be a positive experience. Over the years as a non DVC member, I have had very few negative interactions with CMs.

In terms of DVC getting too big, I believe that issues that are being attributed to growth are actually management issues. If each resort is managed at the highest level, than service should not suffer no matter how many resorts or members. More members, (like me) means more revenue.

I know that Disney still expects the highest level of service. They say that they "aim for perfection but will accept excellence." If we as guests have negative experiences, we have to voice our complaints in a calm and rational manner to DVC management in writing.

 

[Debbie H]

That's not likely exactly correct.
DVC would not likely refuse to sell a contract to someone like Jeffery Dahmer -- but he'd (or someone like that) would be alot less likely to get a job as a Cast Member.

I just read in one of the Florida newspapers that a group of cm's were arrested for kiddie porn. It was also on all the news channels there, along with a large group of other people. Would they be able to screen for that? Probably not...

 

[Chuck S]

I just read in one of the Florida newspapers that a group of cm's were arrested for kiddie porn. It was also on all the news channels there, along with a large group of other people. Would they be able to screen for that? Probably not...

Well, it depends. They run criminal background checks, but if they have no criminal record, a check will be clear. If a history of criminal activity or illegal porn shows up, they won't be hired.

You can not predict who will or will not get into trouble, all you can do is check past history, and base your hiring on that.

 

[DVCconvert]

I just read in one of the Florida newspapers that a group of cm's were arrested for kiddie porn.

Link(s) please.

A part of my point was, however, that it's far more likely that a 'less than desireable' person can become a member of dvc than it is to become a member of the cast. The only "screening" done for a member is $$$$.

 

[Mickey Moose]

Link(s) please.

A quick yahoo search turned up the below links:

http://www.heraldtribune.com/apps/pbcs.dll/article?AID=/20070402/BREAKING/70402002/-1/RSS01

http://www2.tbo.com/content/2007/oct/07/disney-worker-arrested-online-sex-sting/

http://www.firstcoastnews.com/news/florida/news-article.aspx?storyid=92936

 

[Debbie H]

Thanks Mickey Moose for the links.

I think any business, when dealing with the public, have a problem making sure the right processes are in place when hiring. You just never know who that person really is. As a boss, who does the hiring and firing, it is a real joke getting references and giving references. By law, there are things we are not allowed to ask and things we cannot reveal giving a reference. It is mainly, "Yes, so and so worked here". To deal with the volume disney does gives me chills. All the background checks in the world will not reveal deviant people.

 

[cc1075]

First, Disney does not drug test its employees nor do they do background checks, the cost would be prohibitive. The previous post had three articles, but two of them were the same incident. In the first article 28 people arrested, but they only mention the three Disney empoyees - where did the rest of them work. Let's be fair - 90% of the CM's are smiling wonderful people, who want to make our vacation the best ever! And then some are not so hot - - but you will find that everywhere. I do think that Disney's training has slipped some and I don't think they deal with certain problems as they should. But overall as a long time DVC member - it is still the most wonderful place on earth - no matter your age - - - - !!! Have a magical day!!

 

[jarestel]

That's not likely exactly correct.
DVC would not likely refuse to sell a contract to someone like Jeffery Dahmer -- but he'd (or someone like that) would be alot less likely to get a job as a Cast Member.

Well, that's bending way over backwards in order to intentionally miss my point. But, yes I would agree that Disney would not hire Jeffrey Dahmer.

 

[starbox]

after we signed the contract telling us how special DVC was going to be and how they were "targeting" certain people (whatever that meant) to be members. There is way too many members and resorts now to give "that special feeling" to the members.

I've only been a member for 2 years, but in those years have had so many CMs at DVC make me feel special:

Check-in CM at BWV - we checked in really early (like 9am) and the lobby was empty. The CM oohed and aahed over the fact that the kids were excited and it was their first time at BWV - got them baloons and made 1st time BOARDWALK buttons for them with Sharpies - plus gave them each a pirate tattoo and called them out by name (completely shocking them, since he'd looked up their names and not been told).

Staff at VB - not enough great things to say, but here are a few:
When they offered me a ready room, they let me know it was HA and offered to put me elsewhwhere If I prefered to wait.

Naturalist spent tons of time with DD, even sought us out and brough her a tooth box to the room for a shark tooth she found.

Recreation CM contacted me with via email about a month ago to let me know the back story of something good that happened while we were there.

Check-in at SSR - noticed that my son had a birthday and volunteered to have baloons sent to the room all on their own (only time we've ever had anyone do that)

AP CMs at SSR - made a big fuss over DD's art and gave her a certificate for being SSR Artist of the Day.

AKV -
Mousekeeping - set up elaborate Tableaus with multiple towel animals of T&T day.

Animal Keeper CM - sent us a personal letter and photos of giraffes after finding out DD wanted to work with animals someday.

Greeter - Willi was just awesome in every way. Our family got a letter from him post-stay.

No "extra-special" CM treatment at VWL - but I was traveling NYD so that's totally what I'd expect.

Nothing at OKW or HHI that was "extra magic". but both stays were lovely. HHI was Easter - so again, I don't expect anyone to have extra time on major holidays.

I will say that, overall, there's been much more of a "special" feeling on our DVC trips than there was when we traveled w/out DVC and stayed in moderates. I am sure the service is less than a full-service concierge deluxe.

 

[hsmamato2]

so glad someone here told me about 'room ready' - it worked like a charm!!!!
.

What's room ready?

 

[disneynutz]

I think you hit the nail on the head, Sammie. While I love having a choice of resorts, I think the expansion bug has bit the executives and they are forgetting what got them to the point they are at.

It's not just the DVC, it's Disney as a whole. As the Guest numbers increase, the service decreases. The prices continue to increase and everything from decorations to food have been scaled back.

 

[tfc3rid]

I think a lot may have to do with the current mentality in the workplace... There is A LOT of turnover in a short period of time...

In the past, where a Disney CM might be there for a career, most are there for just a short period of time before moving on, just like major businesses today...

Younger folks just don't have the sense that working for a company long-term is in their best interest sometimes...

 

[spiceycat]

Could you explain "room ready"? I thought that meant that you just took whatever was ready when you got there. Is there something that guests need to request or do? Thanks!

that is it.

but now you have to ask for it. They don't offer it - you have to ask.