What would you want to tell Jackie at DVC...

[donald@home]

I just read on another post that Jackie at DVC reads this board to find out what DVC members are thinking. What would you want her to know that YOU are thinking...

I want her to know that... 1) overall I am VERY happy with my DVC purchase and the service I receive while at all of the DVC resorts. 2) I hope that DVC will consider a non-smoking/smoking reservation policy similar to the new Boardwalk view reservation policy.

 

[WDWguru]

I'd like to apologize for being a big dork on the phone, then say what I wanted to say.... the request priority for DVC resorts should be by reservation date. As someone who lives out west and flies in, we can't get to our resort before about 4:30. Granted, it's not as big a deal at the other resorts (for us) as it is at our BWV home (we also own at VWL), but it just seems fair. It gives priority to resort owners and everyone knows what to expect. Set up some system to make it more concrete and harder to override at the front desk (ie manager approval), then spread the word that nothing but medical reasons or extraordinary circumstances will sway any kind of change at check-in, then stick to it.

The new policy at BWV is an excellent way to guarantee it happens fairly there. I sent my e-mail to commend the decision for that very reason. Now, let's do something (even if it's less concrete) for the other resorts, too.

 

[KathyR]

I would LOVE to have a guaranteed nonsmoking/smoking policy.

My family (esp. 8 y/o daughter) has allergies to smoke. I can live if I have to with the discomfort I have as I just don't like it, but I can't stand what my daughter has to go through even when around it for a short period of time let alone sleeping in it. My husband can tollerate his discomfort due to being allergic, but I'd rather he not have to. I do request nonsmoking for medical for my family, and so far I have had no problem getting it. I do know; however, that it is not a guaranteed request. I would love for it to be guaranteed for all nonsmokers/smokers. It would be really nice to know ahead of time, so you can take appropriate action whether it be a reschedule or a waitlist

Otherwise, I am very satisfied w/my DVC!

 

[Terry S]

First off, I would thank Jackie for all she does, I have talked to her on more than one occasion and she is wonderful!

Second, I would voice my disappointment with the new policy of first come first serve. When I purchased DVC my understanding was that one of the advantages to home resort and booking at the 11th month window was getting your room request granted based on the time you booked. I think this was the most fair.

Third, I would say that changing the BWV view to a gauranteed category helps the BWV owners as far as this new first come, first serve policy, but what about the other resorts. I would be less dissappointed about the new policy if I could be gauranteed a certain view.

At BCV for instance there could be a Garden/Epcot View, Woods/Wetlands View, Courtyard View and a Pool View that could all be gauranteed room categories..

Last but not least there there is the smoking/non-smoking and the handicapped/non-handicapped categories that should be gauranteed room categories as well.

 

[sgtpet]

Home ownership should have priority in room requests. If I own at BCV I should have priority in booking at BCV over an owner at HH that gets to BCV earlier during check in day.

Things appear to be a more negative relationship between DVC and its owners than it was in 2001.

 

[reneesam]

First of all, I LOVE my DVC!

I think that the "room ready" policy can be merged with room requests made at the time of reservations, and doesn't have to supercede it. At checkin, the CM can say, "I see that when you made your reservation (11 months ago), you requested close to a bus stop. These are the currently available roooms that meet your requests. Of these only one is non-smoking, and that is number X. " or "there are no rooms that currently meet your requests, but we have these other rooms available now if you'd like one." If people call later after making reservations to add requests, it should be noted as an addendum or modification. I don't think spur-of the moment requests at checkin should be granted. I think the division of smoking and non-smoking rooms should continue, and requests made in advance should be honored.

Thanks, Jackie, for all you do.

 

[Eeyore2U]

I agree with the others. That the room assigning policy should be based on date of reservation and not when someone walks through the door. There are to many variables in travel that can affect arrival time.

I would also recommend a nonsmoking guarantee.

 

[RLAlden]

1) Definitely agree with the non-smoking item.

2) Would like to see some incentives for DVC referrals, such as; fast passes, reserved parade seating, ... I have spent a fair amount of time explaining DVC to several friends and family, some of which became very easy sales to DVC, and although I am happy to discuss something we like so much, it does take time and something more than a thank you card seems appropriate.

3) I believe when it comes to exercising its ROFR policy, it should be a little more flexible if the buyers are already DVC members. Would be just another benefit of being DVC.

Overall, it's fantastic though!!!

 

[zulaya]

Jackie--

Thank you for being so involved in members' concerns. I haven't had the pleasure of speaking with you before, but I applaud your efforts to make members happy.

We are very happy with our BCV purchase. Like others, I wish we could have purchased earlier in DVC's beginning. We plan to add on points in the future as my husband has become seriously enamored with DVC and Disney.

I too would appreciate being able to receive my room requests, especially when I reserve right at the 11 month window. Those of us planning ahead, keeping DVC occupancy up, should be allowed to receive a room meeting at least some of our requests. I come from the midwest and as such we fly. We always take the earliest flight we can because I want to start my vacation! Even so, we usually can't make it to check in until early afternoon. Someone getting a last minute reservation, possibly someone with a different home resort, who can check in at 10am may get the last room that meets my requests. That would be terribly disappointing considering I plan ahead.

I am on the fence regarding creating a non-smoking/smoking category as there are significantly more non-smoking than smoking rooms. But given that this is a serious priority for smokers and non-smokers alike, I think it would give a lot of members peace of mind to know that their smoking/nonsmoking preference was guaranteed. I know not about the cost to re-program the system to accomodate this, just my personal ramblings here that may not make much sense. And this may go a long way in member satisfaction.

Thank you again for all you do to make us happy!

 

[KANSAS]

I would tell her that I was very dissapointed with the MEMBERS DAY on July 29 at BOARDWALK and August 5 at Beach club

 

[tiffany123]

First of all, let me say that we love DVC and are overall very pleased with our purchase. We now own 3 different contracts and a total of 460 points. However, we are not pleased with the "Room Ready" policy that's not in operation. We fly most of the time and as an example----we won't be arriving on Feb 13th until around 11 PM. We made our OKW reservations at the 11 month window and due to flight arrangements and work schedules, we'll undoubtedly be the last arriving that day. We will not and cannot tolerate a smoking room so what are we to do when we check-in at 11 PM and all that is available is smoking?

There HAS to be a better way. Smoking/non-smoking at the very least needs to be guaranteed. It's that way in every major hotel in the US.

 

[dianeschlicht]

First off, Jackie, thanks for being so caring about what we think.

I don't necessarily think smoking and non-smoking should be seperate booking catagories BUT...
I DO wish we could get the check in folks to stop telling smokers to smoke in the non-smoking units! For those of us with medical problems from smoke, it not only ruins a vacation, but can make us VERY ill if we have to be in a room that has smoke residue.

 

[BEACHCLUBVILLAS]

Jackie -
The BW view guarantee for BW owners is unfair unless the other DVC resort owners have the same guarantees for the most sought after view categories in those resorts. I emailed DVC two days ago and I eagerly await your call.

 

[JimC]

Jackie has a very difficult role. Glad someone of her calibre is there.

DVC overall is great. but its the CMs that make Disney and DVC so special.

Desired changes:

1. Not sure why DVC can't gurantee certain types of requests at booking (non-smoking, no stairs, close in for less walking, H/C accessible). Others I can perfectly understand waiting until check-in or at least until shortly before. That said, I believe the CMs do a pretty decent job and work hard to keep a very demanding ownership happy. Maybe we, the owners should be a bit more realistic as well.

2. Simplified discount program for members. I just give up trying to remember and pull out my array of cards and ask the CM to pick the best option (usually gets a laugh and then the CM goes through each with me -- amazing that they can keep all of that straight).

3. Online member account management and reservation request like some of the large hotel chains have.

Caveats: Those are wants, not needs. And I have too little information to gauge the cost or effort required to put into place.

 

[Peter Johnson]

We would like the "smoking allowed on non-smoking patios" rule changed. When we can smell smoke on our balcony, we can't use it due to asthma.

We would also like online account management and reservations. After all, this is the 21st Century

Other than that, nothing but positive thoughts for the last 11 years

 

[MaryJ]

We own at VWL and stay there most of the time. We took the advice of everyone here and bought where we wanted to stay. That said, I would like to see a Member meeting held at VWL like those that are held at BWV and OKW. I enjoyed attending last summer when we stayed at BWV, but it is inconvenient to get up early and find a way to get to one of the other resorts from VWL, especially if we do not have a car and are relying solely on Disney transportation. I realize that VWL doesn't have a Community Hall for such meetings like the others, but it seems that something could be arranged.

Thanks Jackie for all you're doing.

 

[TwirlerGirl]

Hi Jackie,

Thank you for listening to all of the various concerns and opinions posted here. I am impressed with the personal touch you shown trying to answer the email and letters recently sent to you. First let me say, we all love our DVC. We get very passionate on any subject that involves our families perceived happiness needs; the amount of our personal effort used to meet those needs; our time invested in preparing for our DVC vacations and our hard earn money. I know we sometimes cause our own upsets due to incomplete information or rumors of changes. Now, with all of that said -

As a member who has likes to stay at a different resort each stay:
1) Make Smoking/ Non Smoke a guarantee when making a reservation. I would rather wait list for a Non Smoking room but it would be up to me to take the room from the beginning.
2) All resort should be treated the same - Home Resort advantage 11 month for requests - but spell it out - what request can be made then what can be made at check-in. Now, it almost seems like a secret club, know the right combination and win the room of your choice.
3) I like the "Room Ready" concept if I'm given a choice of room possibilities.

4) I would like to see DVC perks brought back on ticket media. Going in the winter months the
current perk on Ultimate Hopper - LOS pass would never be an option for me. Bring back the discount of the hopper passes.

Thanks again for listening,


Sandy

 

[DVC Grandpa]

With the current ‘room options” available and the current policy of trying to satisfy at the least one of the room request, it would be nice to know what is considered a “standard” room. I would think that the request for a smoking room would be a special request for a smoker and a handicap room for a handicap person but a request the non smoking or non handicap should be a given if not requested. If this were the case, and the only request were an building number, floor or view then perhaps one request may be enough. Now that one only one request is trying to be satisfied than by giving someone a non smoking or non handicap room would satisfy your goal of meeting that one request. This is very easy to do by having 95% or so of these type of rooms. You should be able to tell guest at the time they make the reservation if all the “standard rooms” are gone and that only smoking and/or handicap rooms are available for the time of the request.

I strongly agree with others when they say that own at any DVC should have priority in booking special request, thru membership services, at their home resort. The booking date should govern the granting of all special request.

If I were to make a “late” reservation I should not be expecting the best of everything but under the current “room ready” policy I may get a room that has the “special request” made by a member eleven months prior.

Sad to say but I don’t think much will be done with the current policy since many guest don’t spend much time in the room and most guest surveys indicate that they are just happy to be experiencing the excitement of WDW and that is what is being looked at. It's all in the surveys, that’s what counts to management.

 

[Debby7]

Another long time member (1992). wants the old request system back. I don't mind waiting till a room that meets my requests is ready. I will not pitch a fit to get my own way at check in, but if I call day by day at 11 months, with fairly simply requests--nonsmoking, upper floor, peninsular road area,the system should be able to tell the MS yes, that's available and confirm or no, but we could put you........ That way there are no surprises at check in. If no non smoking rooms are left, tell me at booking so I can switch my plans to a resort that does have nonsmoking available.
Lastly, don't reward the whiners at check in. Be polite but firm. If requests were confirmed at booking, there would be no surprises at check in and no excuses for whining because people would know what they had booked. I know that this can be done, because at some of the other resorts I have stayed at I have actually been able to pick the exact room that I wanted, 10 months ahead. Surely the most magical place on earth could have such a system too. I didn't join to stay in a smoke infused room that causes my whole family to be miserable for our whole trip.

 

[KathyR]

IMO having all these guaranteed requests just complicates the reservations system. For example take my current situation:
I made my reservations for my upcoming October trip 11 months out at my home resorts. When the 7 month window opened up, I switched part of my reservation to a resort that I do not own thankfully w/o problem. At the time, my brother (new DVC owner) was going the week after me, but he had some family issues come up. So, his trip was pushed back during the portion of my trip that our Mother will be there w/my family. This was just 1 month ago. We now needed a 2 bedroom to accomodate the 7 of us. OKW was available for most nights of our trip right away, but we had to waitlist for the rest of the nights. He really wanted to stay part of the trip at BCV where he bought, so we also waitlisted there. My waitlist for BCV is coming along. Now, here is the snag. BCV has 3 guaranteed 2 bedroom room categories. 2 Bedroom lock-off, 2 bedroom Q/Q and 2 Bedroom Q/S. So as my reservation has been coming together, I have different room types. Therefore, I will be moving nearly everynight at this point because the reservations for that resort lack the flexibilty to just book a 2 bedroom and have the type be a request. I am hoping to get the same type of room for the length of my stay, but if I don't, I will live w/moving everyday. Now, lets add a bunch of other guarantees to the already difficult situation I am in and think of the problems you may have waitlisting or even reserving another resort at the 7 month window. Instead of 3 oprions for this particular room at the BCV there could be 3 room types and 3 views (parking-courtyard/water/EPCOT). So how likely will it be to get all of your nights in one room at any resort other than your home resort booking at the 11 month window??? I know alot of people only stay at their home resort, and that is fine. But things can happen to anyones plans (date shift, room size up or down, etc) and when they happen to you late in the game do you (not anyone in particular) really want all of this guarantee hassle???? I sure don't. I just want to know I have a room, and that I will be settled for the length of my stay. Not being moved everynight. This is not just a problem for me as we have to pay the dues to pay for all the room cleaning because there was no way they could get me in one 2 bedroom for the length of my stay. I am sure I am not the only one! So this hurts everyone whether it affects you now or later at some point the chances are good that it will affect you. What will be your opinion (not anyone in particular) of all of the guarantees then?

I would, however, like some priority based on reservation date like in the past, but switched up a bit. Perhaps have 25% of the rooms preassigned based on reservation date. All others, will be assigned at check in. You could then even offer the preassigned room people ready rooms at check in if theirs is not ready or they have the option to wait. All others will check in and have the option of taking one of the ready rooms or waiting for a room that they request. This seems fair enough, but I am sure not everyone will be happy w/anything. So whatever they choose to keep I am not gonna complain. I have a room. A great view would be great, but I am not going to get my feathers all ruffled if I don't get one

I know I said I wanted nonsmoking/smoking guarantees earlier, and I still do. My opinion is since there are so many nonsmoking rooms it will not compromise the flexibilty of the system. But all of these other requests will.