Who do you complain to about trade

[barb45]

We just got back from Hawaii. While I absolutely loved Hawaii, I feel totally ripped off with my exchange. We got the 2 bedrooms at Sands of Kahana. Their rack rate is $238.00 per night/ours is $618.00. I understood that Disney only chooses properties that meet Disney standards. This place was a dump! The floors were so dirty that our feet turned black (as did the floor of the shower), the kitchen cupboards doors were so dirty that your hands would get sticky trying to cook supper (yuk!). I ended up wrapping paper towels around door knobs because wiping them wasn't enough. The doors to the stairwells were even worse. There were rust stains running down the front of the fridge and on the floor. The outside of the building has rust stains running down it too. Our (non-airconditioned) unit was right above the parking lot and dumpster. The noise was constant and I never really got a good night sleep - and of course "no other units" are available. Who can I complain to? I want my points back.

 

[rocketriter]

Let MS know in writing about your experience. I doubt if you can get any compensation for your experience, but you can certainly influence next year's roster of trade resorts.

 

[CarolMN]

Sorry to hear about your bad trade. If it were me, I'd start with the Member Satisfaction Manager, Carli D'Agostino.

Best wishes -


P.S.
This thread contains details on how to contact her.

 

[normr]

I would love to hear what Disney does about this. Please let us know.

 

[disney4me4ever]

I'm sorry to hear about your experience. Did some checking over at www.tug2.net (timeshare users group-- invaluable information!), the resort ratings average an 8.5; I probably wouldn't hesitate to trade to a property with those ratings. The most frequent criticisms mentioned were the lack of air conditioning and ants in the kitchen. Hopefully you will let MS know about the conditions, although as other posters have stated, doubt you'll get your points back.

Nancy

 

[Dean]

Have you read the posts I've made about the property previously? And once again this proves the point that not all trades are worthy of a DVC trade. One needs to look at all angles including cash or a rental from a member to decide what's best. With II, the best time to complain is while you're still there, that way they have the chance to move you to somewhere more acceptable. Others have complained and in some cases gotten their points back or another week to use for later.

I understood that Disney only chooses properties that meet Disney standards.

And that was your misunderstanding. In general, there are only some 50-60 resorts in II and not in Orlando. That means that most of the resorts are not on par with DVC. And even the ones that are, may not be a good trade for off times of year due to the option of getting them much easier and cheaper other ways.

I will again repeat my caveat. Please research any exchange BEFORE you accept it, don't assume DVC will simply take care of the members.

 

[barb45]

The problem is that I didn't discover these boards until after I made the exchange which I had put in for 2 years in advance. When I researched the property, I could only find very little information about it - and pictures can look pretty good on the internet. After I made the exchange I found disboards and have been kicking myself ever since but it was too late. After reading some of your advice, I don't think I will ever trade again. There were a few positive reviews about the resort so I was trying to be positive (at least we get to go to Hawaii). The other thing that makes me mad is that we also put in for Marriott for the exchange. I talked to a guy at Marriott and he says we would NEVER get it that way because Marriott owners have first crack at it and 90% of the owners at Maui go back there every year. That leaves only 10% trading and as soon as they put in for a trade the other Marriott owners grab it (it sits in the Marriott pool for 24 days before going out into the general II system. Why is Disney even giving us hope for that one?

 

[Dean]

Originally posted by barb45
The other thing that makes me mad is that we also put in for Marriott for the exchange. I talked to a guy at Marriott and he says we would NEVER get it that way because Marriott owners have first crack at it and 90% of the owners at Maui go back there every year. That leaves only 10% trading and as soon as they put in for a trade the other Marriott owners grab it (it sits in the Marriott pool for 24 days before going out into the general II system. Why is Disney even giving us hope for that one?

LOL, that's what most II members say about DVC. Why have it if we can't trade for it. I think the Marriott guy was exaggerating just a bit. I doubt that 90% of owners will go that far to use it though if they don't, they likely will rent it or trade it privately, and it will show up as an owner using it. Again, just like DVC. Did you know that only 2% of DVC owners exchange and it's likely far less than 2% of the units that are exchanged. Still, many people have been happy with SOK, sounds like your unit was worse than most. As for unit assignments, most timeshare assign exchangers the worst units OR they upgrade them for a substantial fee like $100-150 per day.

I'd only trade DVC very selectively, for top properties during prime time. OR do an uneven exchange privately, say a studio for a larger unit or 5 days outside weekends for 7, etc.

 

[disney4me4ever]

Originally posted by Dean
Have you read the posts I've made about the property previously?

Dean-- that's why when I see one of your posts in regard to another timeshare property available for trading with DVC, I usually make a notation in my Vacation Planner! Added to that, before even considering the trade, I would absolutely check the TUG ratings.

Nancy

 

[Dean]

Originally posted by disney4me4ever
Dean-- that's why when I see one of your posts in regard to another timeshare property available for trading with DVC, I usually make a notation in my Vacation Planner! Added to that, before even considering the trade, I would absolutely check the TUG ratings.

Nancy

I check TUG, both the ratings AND the reviews. Most find the reviews more helpful. I also look at Timesharing Today as they have more in depth rating info on the resorts they have rated.

 

[littlestar]

So sorry to hear the unit was not in good shape. My mom and dad own at SOK. Their last three trips they have been satisfied. Although, mom said the last time they were there the unit was more worn than the others they have had in the past. They got ocean front this last time. I think the other two times were ocean view (looking at the ocean from the side). Sounds like you didn't make out to good being an exchanger.

We've got a one bedroom at SOK for our April trip coming up in 2005. It was a "Get A Way" through Interval and we only paid $694 for the week, so I'm not expecting a whole lot as far as view. But hopefully we'll have better luck than you did as far as cleanliness. If not, I'll be rolling up my sleeves and disinfecting the place (I had to scrub the floors at DVC the last trip we took - they were sticky and gross, but the hurricane made them short handed so I'm giving DVC the benefit of the doubt).

Barb, what did the common areas look like? Were they in bad shape too? I hope not. What about the beach in front of SOK?

 

[barb45]

Hi Littlestar: The common areas weren't bad. I don't know what the beach is normally like but I wasn't too pleased with it. There was a lot of seaweed laying around and it really stunk. We hopped in the car and drove down to Kaanapali where the beach was beautiful. You can't really blame the beach on the resort though - they don't make the beach - although they could clean it. You're paying less than $100.00/night - that's a good price. If I paid that I wouldn't be as upset but when you consider the 2 bedroom unit at VWL would be over $500/night it really bothers me. Anyway good luck with it.

 

[littlestar]

Barb45,

I really feel bad for you giving up that many DVC points for that kind of experience. That would make me feel sick. I'll be sure to give a report on our one bedroom at Sands of Kahana after we get back. I figure with it being an Interval "Getaway" we'll be down on the totum pole real low. Hopefully we don't end up IN the dumpster with the low price we're paying. LOL

 

[JudyS]

Originally posted by Dean
... In general, there are only some 50-60 resorts in II and not in Orlando. That means that most of the resorts are not on par with DVC....

Dean, did you really mean II has only 60 resorts outside of Orlando? I think it's at least a few hundred! Did you maybe mean 60 on the DVC list?

DVC is so expensive that it's generally not worth trading it through II. If you want to trade through II, I'd suggest buying a resort just for trading -- maybe an every-other-year week. If that's too much work, then I'd suggest renting at the resort of your choice.

 

[MinnieInMI]

I just wanted to add that we have been successful in using DVC points in II trades, most recently having stayed at the Marriott Kauai Beach Club on Kauai during the week of Oct 29 - Nov 5. Also, we have another trip, using the DVC points, for Cancun in January of 2005, staying at the Royal Caribbean. We put in for the Kauai week about 1 year ahead, and the Cancun trip was also requested a year in advance.

 

[Dean]

Originally posted by JudyS
Dean, did you really mean II has only 60 resorts outside of Orlando? I think it's at least a few hundred! Did you maybe mean 60 on the DVC list? .

Only 50-60 on par with DVC, I was responding in context to the question of timeshare up to DVC standards. There are some 350 total exchange options in II using DVC.

 

[barb45]

Thought you guys would like to hear how this was settled. Member Services passed my complaint on to II and II in turn deposited a bonus week into my account with Member Services. This gives me a free week in a 2 bedroom unit anytime before 12/05. Since it is deposited with Member Services, I follow the same rules as if I was exchanging my points (using the Disney selected resorts, no Disney properties, no Orlando properties etc.). They are also checking with the management at Sands of Kahana to see if there are problems there that need to be addressed (I think there are because I went to put a review on tripadvisor.com and noticed someone else went the same time as us and they had a room full of cockroaches as well as black feet all the time). Member Services said they will get back to me when they find out the details. I would like to know what is being done about it so it doesn't happen to other people. I am very pleased with this outcome. I still wished they had just given me my points back but that was hoping for a little to much I think. Really they have done everything possible to provide a positive outcome to this problem and I appreciate it.

 

[Dean]

Thought you guys would like to hear how this was settled. Member Services passed my complaint on to II and II in turn deposited a bonus week into my account with Member Services. This gives me a free week in a 2 bedroom unit anytime before 12/05. Since it is deposited with Member Services, I follow the same rules as if I was exchanging my points (using the Disney selected resorts, no Disney properties, no Orlando properties etc.). They are also checking with the management at Sands of Kahana to see if there are problems there that need to be addressed (I think there are because I went to put a review on tripadvisor.com and noticed someone else went the same time as us and they had a room full of cockroaches as well as black feet all the time). Member Services said they will get back to me when they find out the details. I would like to know what is being done about it so it doesn't happen to other people. I am very pleased with this outcome. I still wished they had just given me my points back but that was hoping for a little to much I think. Really they have done everything possible to provide a positive outcome to this problem and I appreciate it.

Will you have to pay a new exchange fee and if so, is it the $75 or more c/w the bonus week fees?

 

[barb45]

There was no fee involved when I booked it today because I grabbed an instant match. They would have told me about a fee then wouldn't they?

 

[Dean]

There was no fee involved when I booked it today because I grabbed an instant match. They would have told me about a fee then wouldn't they?

They would have, what did you match to?