Why Castmembers Hate DVC Members!

[Frozenfingers]

 just think it's sad and ironic that today is Martin Luther King Day and we still have all this hate and prejudice in the World

Liferbabe, I wouldn't take this personal.. IF the OP is legit, I really don't think he hates us as much as his own situation. But really, read the post closer, it is just too inflammatory. If it is really a CM, he needs to be medicated.

I do feel as a number of posters do, that this thread did serve a useful purpose if it causes even just one of us to be a little more appreciative of those providing the magic. There are just better ways to stimulate discussion than this.

My thoughts to the DIStroll: There are any number of ways to achieve your goal without being so inflammatory. I do hope the mods discover your ID and have good discussion themselves about the value you bring to the community. If your are indeed a CM, well clearly you have had a bad day and insulted a significant population. I wouldn't advocate your dismissal, but clearly direct customer contact isn't your cup of tea. Perhaps reassignment to the alligator removal detail would be more in line with your view of the world. I understand if you grab a gator by the tail, their reaction is pretty predictable.. they don't tip either.

Have a good day everyone..

 

[ErinC]

I do try to let housekeeping/maintenance know when there are things that need fixing. I wish there was a "maintenance card" in every room that could be filled out and dropped off at the front desk at check-out. That would save the phone calling.

I think this is a great idea! Have you asked about this before?

I've read this entire thread, and I'm glad that Liberty Belle has given us the "other" side of the story. I'm sure there are some DVC'ers that are rude guests, but I have a feeling that it's not any higher than the "regular" WDW guest. People like this are everywhere, and unfortunately, we see it all the time. I just try to use it as a teaching tool for my children on how "not" to behave!

 

[DrBond007]

Well, I disagree. I think there is a small group of DVC members who are overly demanding and give DVC members a bad name. They think if they just complain louder and longer they willl get any picky little thing they want. I think they take Disney Service it too far and are intent on taking advantage of it to the fullest, beyond what is reasonable. THis certainly doesn't apply to the majority of DVC members, but there is a small group that it does apply to. I think some of those feelings expressed earlier are real on the CMs part, whether we want to agree about it or acknowledge it or not. Of course, we can always resort to the old forum standard, attack the messenger, ignore the important hard to hear message.

Perhaps especially on this day of celebration for civil action for equality, role modeling the absence of aggressive approaches, action should be taken toward excessively demanding DVC members, by letting them know of our disapproval. Maybe a personal approach when I witness a scene of such excessive demands would be to say, "in my opinion you are being unreasonable." And then let it go. I just shared my opinion, doesn't make me right, it's not agressive, however probably assertive, and if I just walk away, there you have it. Maybe not, just a thought. Peace to all.

 

[jordansdad]

I am a long time reader of these boards, but only now have felt compelled to register and respond to a post so don't let my low post number (this being my first) make you think that I am a Troll of any kind.

I too am a castmember at a DVC resort and believe that I have worked with the OP in question. I can not verify this because I have not spoken with him recently, but I am pretty sure I know him. In his defense I can understand his intention behind his post (which I am sure was not supposed to be deliberatly insulting and inflamitory). He may have made a very poor choice of wording and did make some sweeping generalizations which harmed his intended message.

What I believe he was trying to say (and what many of us would say) is we all try very hard to make you our guest (and in the DVC community our Family Members) happy. This being said DVC members (of which I am included having joined back in '91 virtually sight unseen) have earned a rather dubious reputation among resort cast at WDW. Wether it is a deserved reputation or not depends on who you talk to. I understand the investment we, as members, have made in DVC. I also understand that we were sold "ownership". I can not count the times I have explained this to other cast members. Members are told all through the sales process that they "own a piece of the magic". Is it not resonalbe to expect that person to then act "as if they own the place"? This does not, however, excuse any rude behavior from us as DVC members. It also does not in any way excuse rude behavior from any cast members either. Keep in mind that there are human beings on both sides of the counter. There are many things far beyond the control of either one of us and this can cause frustration. This perspective has helped me often, from both sides of the counter.

At the resort level we work very hard to meet as many of your requests as possible. Our operations support teams agonize about every "blown" request we have to block. We absolutely HATE having to put anyone in a room catagory that they specifically have asked not to go into (ie blocking a non-smoker in a smoking optional room). Please understand that when this happens it is because that was the very last possible room available. Yes we have been known to have a cashier receive a "less than enthusiastic" response from a member and come to the back-office and "miraculously return with a room that wasn't there 20 minutes ago". This is only done by moving other members' reservations around so that someone else is now going to have that same smoking optional room. It is not because we were holding back inventory for later. Like I said we want to make our guests happy and if we could we would always meet every request. Rest assured that it is the Members who get first "dibs" over any Renters at DVC resort. You are never treated as "second hand citizens". Please keep this in mind when you are checking in.

Forgive my lengthy response. I hope that I have clarified a bit of the intent behind the OP (while not making any excuses for the flaws therein).

 

[Zimbubba]

Very interesting thread. For folks who think that there is a "small nhumber" of demanding DVC members, you only need to read these boards for a short while and you will discover otherwise. I have seen people complain about the smallest little inconvenience and scream that it ruined their vacation. People do not know what their contract says nor entitles them to. And, people who bought in the beginning were and are different fom the majority who buy now. Different time, different circumstances, different world. In this family's opinion: view doesn't matter, you are at WDW. Check in is AFTER 4 PM, not at 4 PM exactly. Be part of the magic not part of the problem.

 

[jarestel]

Nicely put! It's a shame you've never posted before now, you sound like a very reasonable person who would have a great deal of useful information to pass along to us here on the DVC board. I would encourage the CMs who deal with DVC to participate more actively here with us. What better way to get the view from the other side? I'm sure we can learn much from one another. Now that you've introduced yourself, I'm hoping to see you around the boards more often.

 

[spiceycat]

jordansdad - you are not being insulting - and that is a big difference.

Yes there are DVC members that are demanding - the new members have pay alot more than we did (I joined in 93) and some of them have higher demands - they are use to living in great places and demand the same on vacation.

to blame lower economy class is down right mean!!!

every class has their upstarts - but the more money you have the higher are you demands - or that has been my observations. the originally poster acted like it was the less money????

He was insulting you are not.

and no offense - but alot of the room requests were started by the front desk - when I first became a member I though wrongly that every time I would be given the same building - well on my second trip they gave me building 18 - it was so much better than my originally building - there was no comparison....It was wonderful. Now after having a golf view (first building) then a great (one of the Best) water views. Well I now ask for water view.

this did not happen to me - but the person in front - when they complainted about their room assignment - they were told they would be there for years so why complaint.

Some CM's like to blame the member for all the problems. All members not just the trouble makers.

 

[disworldnum1]

Just to state the obvious,If the people on this board represent the vast majority of DVC owners i feel we are all in great company.I dont know any of you but have read many posts from all of you and you all are so willing to help everyone and truly love Disney .I have spoken to alot of guests at the BWV and can honestly say i have liked them all....Lets focus on the majority and forget the minority because they dont have any fun whereever they go..

 

[alsipd]

I agree that the VAST Majority of DVC owners are good-hearted people. There is that very small group that will complain at the top of their lungs when the most trivial issue is not dealt with immediately. I have witnessed this on more than one occasion, as I previously posted. My concern is that the good owners are all being lumped in with the very small group by the castmembers that are there to help. I would like to think that there is not a predjudice on me before I walk in just because I own at OKW.

I do not have an answer other than if it is a trivial thing such as looking at a tree instead of the golf course...... Trees grow over the years, let it go and enjoy yourself anyway.

Maybe the answer is that you may have only one request per reservation, although I think this is like having a law requiring seatbelts. We all know it is good to wear a seatbelt, but we are also free thinking society that should not be limited by law for something that is common sense.

One thing that has happened to me due to this post, is that I will be more conscious of MY attitude when dealing with castmembers in the future. Kindness will flow from me like the Ohio River over flood stage.

 

[DemoBri1]

Frankly Zeus, I think your attitude needs a bit of adjusting. The fact of the matter that the title of your post reads "Why CMs hate DVC Members" seems to say it all. First off I'm going to start out by saying that maybe you CMs should get a bit more training overall in guest assistance.

When we arrived at our resort last November for our "Magical Gathering", I tried to have my parents' Park Hopper passes added on to their room key at the front desk. While the CM was very cheery in her attitude she respectfully told me that I had to go to the concierge desk to have this done. I found that quite interesting seeing that my wife and her parents, who were also along with us, were able to do this same thing at the front desk. So, I go over to the concierge desk, and they proceeded to short us on a day on my parents' passes. It was a good thing that <B>I</B> caught this before we went to Epcot that night. I really would've been steamed.

The next thing was the fiasco with getting into our rooms. I had two kids with us that had been up since 3:00 A.M. that day, and not being able to get into our rooms until 6:30 P.M. that night was completely unacceptable. Yes...we did get the standard apology, and I certainly wasn't looking for anything whatsoever, but if you expect me to feel like tipping after that experience that night, then you're sadly mistaken.

Now...even though I'm a DVC member, and very rarely make use of the valet parking. My feeling is that it is good exercise to walk to the car and get it myself. However, this past trip I did make use of the valet service at CR, and I did tip well over the limit. I agree that you shouldn't act like a total jerk, but if the service isn't up to par there is no necessity to have to tip just for the sake of improving the attitude of the CM assisting you. The last I heard you were supposed to EARN tips, not expect them. If a CM treats me well they will be handsomly rewarded with a tip or a praise letter, or both.

I think this is a good example as to why the level of complaints are beginning to surface at Disney resorts everywhere. It seems that a new generation is taking over (my generation), and I'm sad to say that alot of them don't have the ethics that our previous generations have had. Please don't put all of us in this "hate" category. My only goal is to travel down to Orlando at least once per year, and enjoy a relaxing 10 day stay at the Happiest Place on Earth. I sure hope that I don't have to count on worrying about whether I'm tipping the next CM that smiles at me enough money, so that they will be kind and courteous to us.

Brian

 

[Frozenfingers]

Jordansdad: Welcome and thanks for coming out of the closet. I too hope that you stick around; it's nice to have the other perspective too! Sounds like you have already done a fair share of running interfearance for DVC with CM's and that is unfortunate. It saddens me to learn the OP's comments were genuine though... perhaps the gator patrol will get a good man yet. I can't imagine there will not be repercussions from this thread.

So, tell us about the "naughty list". It is no surprise that it exists, every major corp maintains a record of client contacts. So when a "naughty" guest's record is accessed, do the bells and sirens go off? Really though, just what is in the records, and just how subjective are the comments? Not that I'M worried....

 

[sgtdisney]

The good members are few and far between. These are the people who either bought into DVC at the very beginning when only people of culture and class could buy in

Frankly, you lost pretty much all respect right there. Sorry to inform you that money doesn't equate to class and courtesy. I am sure since you are in the hospitality business you must know this. I mean if you are really in the business.

Are there 'naughty' DVC members? I am sure there are. But there are some 'naughty' people who are paying cash as well at any of the resorts from the Grand Floridian on 'down' to the All-stars. Bad manners and rude behavior aren't exclusive to the déclassé or bourgeoisie now, are they?

I suppose it shouldn't matter to me since I am in the elite 'Good' member category due to the purchase I made 14 years ago. But I really think that if you are trying to make a point about some of the unreasonable things some people expect when they check in, the point gets lost when you manage to offend a substantial amount of people. I mean honestly, you may have some good points, but they are lost in the delivery method.

Nothing to disparage your experiences, but I really think that if handling unpleasant peasants is so unbearable for you, you may want to consider working in a job where dealing with the public is kept to a minimum.

 

[Johnnie Fedora]

At the resort level we work very hard to meet as many of your requests as possible. Our operations support teams agonize about every "blown" request we have to block. We absolutely HATE having to put anyone in a room catagory that they specifically have asked not to go into (ie blocking a non-smoker in a smoking optional room). Please understand that when this happens it is because that was the very last possible room available. Yes we have been known to have a cashier receive a "less than enthusiastic" response from a member and come to the back-office and "miraculously return with a room that wasn't there 20 minutes ago". This is only done by moving other members' reservations around so that someone else is now going to have that same smoking optional room. It is not because we were holding back inventory for later.

I don't know on any given day how many check-ins are home resort vs. non home resorters, but it would be nice to see a change in DVC request policies to give request preference to the home resort owners. That may make the process simpler, more straight forward, and easier. It may also be less stressful for desk staff and at MS when the reservations are made.

Requests at a non-home resort would be limited to: smoking or non, and HC or non.

I dunno

 

[Sammie]

Very interesting thread. For folks who think that there is a "small nhumber" of demanding DVC members, you only need to read these boards for a short while and you will discover otherwise. I have seen people complain about the smallest little inconvenience and scream that it ruined their vacation. People do not know what their contract says nor entitles them to. And, people who bought in the beginning were and are different fom the majority who buy now. Different time, different circumstances, different world. In this family's opinion: view doesn't matter, you are at WDW. Check in is AFTER 4 PM, not at 4 PM exactly. Be part of the magic not part of the problem.

I don't think anyone that commented to this post would argue that this type of member does not exist, we know they do. I have seen them while checking in. However you do not punish the entire membership for the actions of some of the members. Just as you don't dislike all Disney CM's because a few are rotten.

I have been accused many times of working for Disney, because I repeatedly stand up for the Disney view point. I don't work for them, I do visit there alot and I do have friends that work there. I know how they get treated and Yes sometimes it's horrible. But I also know that alot of DVC members are very caring people who would never act like those described by the OP.

I just don't think the OP needs to lump everyone into one collective "bad member" barrel and I definitely am not sure this was the appropriate place to voice this concern.

I completely agree that checkin is 4pm and making any comment about waiting when you check in before then is totally not acceptable to me. Personally I think members who check in early, even admitting that they know check in is later, are setting themselves up for a bad start. If I show up for a party hours before it begins and set around waiting, I am not going to have as good a time if I show up at the appropriate time. If I check in early, I leave the resort and I don't come back until after 4pm. I don't call every hour checking on that room and bugging the person taking my call.

I also know that members that drive all night, or take Red Eye flights need to realize that is their choice, not Disney's. So if you are tired and your kids cranky it's your concern not theirs. I agree about view, sometimes you get a great one, sometimes you don't. Not everyone can have the same room.

But I also think that CM's that are unhappy with the way some members act need to discuss with upper management ways to make policy work better for them. Many timeshare properties won't even discuss letting you check in before 4pm. You are wasting your time and theirs to even show up before then. If they need that time to truely get a larger room ready, then do it. Make checkin 4pm and stick to it, no exceptions allowed.

I personally think that Disney made a mistake adding DVC properties to already existing deluxe hotels. I don't think it was a good match. I know that won't be popular with those members, but its my opinion. For one I don't think they increased the man power to handle it or the resources such as pools, restaurants, etc. This is based on many visits to the YC/BC prior to DVC and WL prior to DVC. Yes it changed the resorts and not necessarily for the better. For one there needs to be a seperate check in area. I blame Disney for these problems not the members. I think CM's need different training to work DVC than someone in a nonDVC resort. The needs of the DVC member are different from other guests.

As I have always said I think there is always 2 sides to the story and possibly this one version of them. I understand the OP's intent, he just did not go about it the proper way to get his message across.

 

[DisneySpence]

WDWZues thanks for the insight from a CM we have been members since 01 and have stayed at OKW VWL BWV and can honestly say that some of your points are bang on. We have witnessed on both trips to OKW 3 guests yelling at CM's and calling them every name under the sun. It was also witnessed at VWL where the guest was telling the CM he wanted free passes for his family because the roomview was not what they had "requested" yes requested and he went on to say how his yearly dues are probably more than you make in a year not very appropriate IMHO. The last was at Boardwalk and it was an obscene display of I am better than you I am a member and I deserve this and that can't remember the exact details. When we checked in to OKW on our last trip the CM at the desk gave my kids all balloons so when we got to our room the kids all sat down and drew pictures for the CM and we took them down to her as a thnk you gor the generosity and thoughtfull gesture bestowed upon the kids by this CM. It is the small things that they do for us that bring huge smiles to our and our childrens faces and this is why we love going to WDW.

 

[sgtdisney]

I don't know on any given day how many check-ins are home resort vs. non home resorters, but it would be nice to see a change in DVC request policies to give request preference to the home resort owners. That may make the process simpler, more straight forward, and easier. It may also be less stressful for desk staff and at MS when the reservations are made.

Requests at a non-home resort would be limited to: smoking or non, and HC or non.

I dunno

That sounds like a good idea, but I would be willing to take it further. Make Smoking and Non-smoking and Handicapped and Non-Handicapped a reserved room type. When you book the room, you know what you are going to get. Don't like it, don't book it. Disney has had in place for years a 'requests are noted but not guaranteed' policy. Maybe they need to reinforce this with the membership. No amount of coercion or demanding at a check in window should get someone bumped into a view. A request is a request. I think Disney or the managers at the resorts need to clarify this, strongly, with the guest who pitch fits at check in. I think by guaranteeing the Smoking/non smoking rooms that would eliminate a lot of the complaining, or at least it should.

I feel that Disney should step up and enforce these existing policies. If someone is tearing a CM a new one because they didn't get a requested view, the manager should handle it and if the people don't accept what is a long standing policy and rule, they should be escorted off the property, member or not. There is no excuse for boorish behavior from anyone, member, non-member or even CM for that matter.

 

[tjkraz]

Upon reading this post, I wasn't overly insulted by it. Sure, it was obviously intended to insult. But I can sit here and honestly state that I have never treated a resort CM in any manner resembling that which has been described. I've never complained about a view...never complained about a line...never complained about not getting into the room right away. I realize that these CMs are just trying to do their jobs, and will usually greet them with a smile, always show gratitude when appropriate, and tip when earned.

Now all of a sudden I've been introduced to this sub-culture of CMs who apparently are silently cursing me as soon as they pull up my reservation and see the letters "DVC." Now I'm going to be paying closer attention to every single interaction that I have with a resort CM to try and determine whether I really am receving the best service.

In fact this thread has actually made me reflect on an encounter that occurred last time I was at WDW. We planned dinner at Whispering Canyon followed by the sleigh ride at WL. While waiting for our table at WC, I wanted to double check something regarding the sleigh ride, so I walked up to the resort front desk. All of the CMs were busy with other guests, so I stood in the queue.

Shortly thereafter, the CM just to the left of me finished with the guest he was helping. Trying to be considerate, I waited in the queue, expecting to be called when he (or another CM) was ready.

After another 30 seconds of shuffling papers, the CM in question looked up at me, made eye contact, and proceeded to turn away from the desk and leave the area. No "I'll be right with you" or "someone will be right with you"--he simply looked at me, turned and walked away.

It was only a few seconds before a second CM finished with his guest and was able to answer my question (to which I responded with a smile and a "thank you very much".) I really didn't think much of the encounter back then. All of this happened in about the span of 2 minutes, and I never gave it a second thought after leaving the desk.

Now I'm suddenly left to wonder if my brand spankin' new Saratoga Springs baseball cap with the DVC logo on the front didn't warrant my "special" attention from CM #1.

Am I reading too much into this? Probably. But they say ignorance is bliss. Guess what...I'm not ignorant anymore. Now I'm suddenly prepared to deal with that first truly negative encounter when/if it occurs. No, that doesn't mean a verbal tongue-lashing in the middle of a crowded lobby. But it does mean a firm letter to DVC, resort management, and anyone else I can think of to help insure that the prejudiced CM doesn't impact any other guests' vacations.

 

[Mary Ellen]

I think PamOKW was right on with:

The public "in general" is getting ruder and more demanding. Widespread Internet sharing of experiences is creating a larger group of people with unreal expectations and ideas on how to get things "for free". I think you'll soon find similar circumstances throughout the resort industry.

I also think that the OP (troll or not) was right about some things. As an example here is a quote from a thread from last year about "hating rooms and switching"

I am sorry, but I don't think that at the prices paid and for the maintenance fees we are charged, that any of us should be subjected to "bad rooms". I am sure that DVC and the front desk are aware of all of the "offending" rooms, and should make it a point of not placing members in them. In fact, they should never even create a resort with "offending" rooms, i.e., dumpster views, air conditioner vent view etc. This should all be planned out better during the construction stages. These rooms should be turned into storage right from the get go, as I am sure that the grief created each and everytime they try to place someone in those rooms is really not worth it to both the family and the cast member. Don't forget, we are "owners", right along with Disney.

This very much expresses the sense of 'entitlement' that I imagine front desk CM have to face everyday at DVC resorts. I stated an unpopular opinon on that thread "Yes, we've had a room I HATED. However, we kept it because we aren't any 'better' or more deserving than other members. We figure we own part of the resort as a whole and this was our turn to stay in this location. We've had our turn and won't stay in that area again." Talking to a CM on a recent trip I again expressed that opinion. Their reply - "Too bad more members don't feel that way".

This same CM also said that there is a 'difference' during the time of the year when guests tend to be from a certain region of the country.

 

[Doctor P]

I read the last quote differently--members should not receive those "offending" rooms as opposed to cash reservations or exchangers. Frankly, I agree that members should be given priority for room assignments. I don't think that is being snobbish. I don't feel I am entitled over another member, but I do feel that I should receive consideration over cash reservations and II exchangers. That is the way I understand that other timeshares work, so I don't think it is an out of the line desire.

 

[goofy4tink]

Oh man...now I'm feeling guilty about asking for a new room in Nov!!! I hope I was pleasant about it. I don't think I was rude. I've never done that before and it wasn't so much an 'entitlement' issue. I just wanted to be able to open my bedroom drapes without someone peering in at us!!! I guess I never thought I might look demanding. No sarcasm meant here. I'm just feeling a little badly.