When life hands you lemons, Disney makes...

[donaldsgal]

... lemonade!

This story does not reflect stated Disney policy, but the reason I'm writing is to share the bright light in this rather dreadful "vacation" and give us all proof once again in how Disney can exceed guests' expectations.

As you can see from my ticker, we are supposed to be lying on the beach in Hilton Head today, headed to Disney on Saturday for four days in the Contemporary Resort in a Tower room with a MK view. However, on Saturday night, two hours after our arrival, my mother fell and broke BOTH of her shoulders. We tried to figure out a good solution, but after a second trip to the ER Monday night due to complications from the breaks, we decided to throw in the towel and head back home.

We called MS yesterday and my sister (the DVC owner) told them we needed to cancel. She said she was pretty sure she knew the cancellation policy was that we'd lose our points this close to our arrival date, but we would like that confirmed. The CM put us on hold and came back several minutes later and told us that our reservation had been canceled and our points (230) were returned to us as reservation only points - we have until the end of our use year next March to use them! This was such an "above and beyond" customer service moment. As my sister said, "If there was ever any question, Disney just clinched my business."

Just wanted to share this magical moment with you all. We are so appreciative of this CM's service and understanding. Tonight we are at home and my mother is resting as much as she can with two broken shoulders. Thank you Disney!

 

[*elaine*]

I hope that your mother is healing as well as can be hoped! How horrendous. I think it is great that Disney removed at least one worry about this vacation gone very wrong.

 

[BCV23]

Oh , your poor mother! Prayers and pixie dust for a smooth recovery.

I'm very glad DVC came through for your family.

 

[AnnaS]

Oh boy. I hope she is not in pain and will have a quick recovery.

 

[pjadtl]

I wis your mother well. My grandmother just fell the day after Mother's day in the mall and broke one of her shoulders. She was in so much pain. she had surgery a few days later and has been doing well with therapy since.
Get Mom better quick and get back down here!

 

[Laurajean1014]

I hope your Mom heals quickly and that you are able to re-plan another wonderful trip to WDW!

 

[mickeyfan2]

Sorry to hear about your mother's injury. I hope she is doing better. Glad the points were returned to you.

This just proves my point, when you do not demand they go above and beyond for you, but as soon as you start the demanding they dig in their heels and you are in for an uphill fight.

 

[Dis happy]

Thank you so much for posting this positive experience with MS. The negative gets so much "air time" it is nice to read about a company willing to do the right thing. I hope she heals fast and well.

Thanks again.

 

[CRSNDSNY]

That's terrible about your MOM! Oh no!!! I hope she is feeling pain-free soon.


Great news about the points...I hope you are able to have a good and healthy vacation sometime soon!

 

[SleepyatDVC]

Hoping for a quick recovery for your Mom. Glad DVC-MS came through for your family!

 

[Cruelladeville]

BOTH shoulders??? Ouch! I feel so sorry for your mom! What a bummer of a vacation for her! I hope she's feeling better soon! It's not any of my business, but I have to ask: How did this happen?

 

[MiaSRN62]

Hi Jenny !
So sorry to hear about your mom. I hope she heals very quickly and you can all plan another trip soon.
It's terrific DVC returned your points, albeit to reservation points. That's so good to hear. I just wish this type of service was more consistant. It seems some get different treatments ? I was in a situation in April '04 where I had to cancel a HH ressie at less than 30 days because my mil's health took a turn for the worst and she was placed on hospice in our home. DVC did not offer anything when I explained the situation and we lost the points. It is uplifting to hear some have had such a positive experience though. Well wishes to your mom

 

[donaldsgal]

Cruella - my mom fell on a throw rug in front of the door to the condo. She slipped and landed on her forearms and shins, bearing her body weight on those extremities. It was awful.

Mia - I'm so sorry MS didn't extend you the same courtesy, especially when your situation was much more serious. I wish they would have been more compassionate in your situation. Thanks for being kind in your post since you were denied the service we received.

Thanks for all your posts! I wanted to remind us all of good service, too, as mickeyfan2 said.

 

[calypso*a*go-go]

Mia and Jenny --
I'm sure the fact that the injury occured while at the resort probably made a big difference in how the situation was handled. Regardless, I hope "mom" heals as quickly as possible and you are able to use those points soon!

 

[donaldsgal]

Mia and Jenny --
I'm sure the fact that the injury occured while at the resort probably made a big difference in how the situation was handled. Regardless, I hope "mom" heals as quickly as possible and you are able to use those points soon!

Actually we were at a non-Disney condo when the injury happened. But yes - we hope to get back soon too!

 

[fkj2]

Jenny, best wishes for your mom. I hope the fractures heal well but she's undoubtedly in for a severe rehab. and that all goes as smoothly as possible for you all.

janet

 

[castleri]

Sorry to hear about your mother - went through one dislocated shoulder, fractured arm with my 98 yo aunt this year and it is a very stressful situation. She is fine now and you would never know she had an injury so will hope for the same for your mother. I do think that Disney just did what the rules say for you as you had not checked into a Disney resort at the time of cancellation if I read your post right. If you cancel on the day of arrival you lose the points but otherwise they go back as holding points if your reservation is at a DVC resort or reservation points if at any other Disney hotel. As you said you have until the end of your use year to use them. I just mention it as I know some people think they did not get the same treatment and it may just be that they had already checked in or that they were so close to the end of the UY that they could not use the points. Best wishes for a speedy recovery and hope you are able to make that trip just at a different time.

 

[corinnak]

This just proves my point, when you do not demand they go above and beyond for you, but as soon as you start the demanding they dig in their heels and you are in for an uphill fight.

This sounds just like my kids!

I, too, am sending wishes for a speedy recovery - that fall must have been so scary for everyone. Hopefully your next vacation will be problem free!

 

[cobbler]

HUGS and a speedy recovery for your mom. But what wonderful Disney magic you expirenced.