Worst DVC Stay - Ever for Me

[Dean]

You really need to go higher than Member Services. Those people cannot do anything for you and frankly, I do not think they care. They are not the ones who lose out on sales for DVC when members tell others about the horrible service.

I disagree on both counts. This is DVCMC, not DVD, they are technically, legally and functionally different. IMO they do care somewhat but specific to this issue they do have power to address the specific member complain and likely will reward them. Now they aren't going to fix it for the future but this issue in general isn't going to be a good focus to do so IMO. This would be a silly issue to call the voting rep or a DVC VP regarding unless one were using it as an example, along with others, for a bigger picture item.

 

[Lothlórien]

I disagree on both counts. This is DVCMC, not DVD, they are technically, legally and functionally different. IMO they do care somewhat but specific to this issue they do have power to address the specific member complain and likely will reward them. Now they aren't going to fix it for the future but this issue in general isn't going to be a good focus to do so IMO. This would be a silly issue to call the voting rep or a DVC VP regarding unless one were using it as an example, along with others, for a bigger picture item.

And I respect that you have your own opinions. Mine are based on experience.

 

[Uncranky Donald]

We rented points from a DVC owner this last January trip. Our room was ready at 10:30a! That has never happened when we book our room as an owner. I wonder if they see that the names don't match and offer up a more magical checkin for renters? We also got all of our requests met!

LOL! That's sooo shady!! I am doing this for the 1st time in June and will begin my stay on rented points from my cousin (different last name as me) at Kidani and then will check in with our DVC points at VWL the next week...it would be so funny if I got all my requests/early check-in as a renter marketing much?!

 

[Dean]

And I respect that you have your own opinions. Mine are based on experience.

It depends on which portion you're referring to. That DVCMC is not esp related to the sales arm, that DVCMC can and does routinely respond to complains and that they handle individual complaints reasonably overall I believe are ALL factual. If anything, they tend to go overboard in the compensation area though they are quite inconsistent which is one of my issues with them. They certainly don't have the ability to change policy outside of their own area but they can and do collect data and complains to forward on to upper management which is one of the more effective tools for long term changes I believe. Specific to the issue in question, this is one of those "you had to be there" issues I'm sure. Taken at face value on it's own merit, it's an issue where it's reasonable to complain at the resort while there and likely not reasonable to complain to MS. It would certainly be an unreasonable issue to take further unless one is using the issue as a springboard for the bigger problems. OTOH and IMO, this is representative of one of the main problems with DVC, that of little things done poorly that don't have to be done that way. It's a shame because DVC could be above everyone else if they just put an effort into doing so and I don't believe it takes more work, just more attention, to do so. I believe they've essentially given up judging the membership to be too difficult to please so why bother as evidenced by the change in check in from 4 to "after 4" and the removal of request priorities.

 

[mom2missmous]

DW and I had some Holding Points that we had to use before today.
Booked this past Sunday night in AKV-K a studio for the night.
On Sunday it was raining until early-afternoon, highs in the low 50's, and on the way to AKV-K we went to SeaWorld for the day as we figured correctly that the park would not be busy with the rain and cold weather. Just stated this as a set-up for what we encountered the rest of the day. We were cold and wet.
Got a text @10:45 stating that our room was not ready - expected that.
We left SW @2:30 and since we had not gotten our text that the room was ready we went to AKV-J to wait for the room ready text. While waiting for the room text, I called Kadani and asked about our room - the 2nd person I talked with stated that we had not gotten the text cause we had not check-in yet. I informed her that I had done the online check-in and gotten the earlier text; after about 10 minutes of waiting I was informed that a text was sent out from their system at 2:43 - I never received it. Given the room number, but not the parking area we need to be in, so we drove over to AKV-K, called again, finally got our parking area information, and got into our room.
When we got to the room, the DVD player we requested was not in the room. Called MKeeping and it was delivered and set-up an hour later. I went out to pick-up dinner for in the room. Upon return to the room, tried to start up the DVD player - no power in the socket it was plugged into. I had to reroute the power cord to a multiple plug outlet that I use for our laptop, chargers, etc. Went to use the TV remote to change the input from TV to DVD - it does not work nor have the ability to get to the menu on the TV. Tried to do it manually and it does not work.
Called MKeeping again, they finally sent someone up again 1.5 hours later, he has to undo the DVD Player from how it was originally set-up and then get it to work using the manual TV inputs. States that he will be right back with a TV remote that works. He never comes back.
After the movie is over, I call MKeeping again, we start a 2nd movie since we can not watch the TV - manual inputs are not working, they sent someone up about an hour later with 4 remotes in her pocket - none of which work for changing the TV or getting to the menu of the TV.
At this point DW and I are beyond believe that something so simple can not be corrected. I call the front desk and ask for a manager to speak with; I am told it will be over an hour before the manager can call me back. What!!! I tell them never mind, I will deal with this in the morning.
We go to bed.
At 6:45, I go to the front desk and ask for a manager, am told they do not get in until 7:00. What no manager on duty over night? I am asked to wait.
I finally got to talk to someone @7:15 and she was very nice about listening to my story. I informed her that I would be reporting this to MemberServices and I have a reservation for our anniversary for this coming Sunday at AKV-K and do not want any of these issues to happen again. She gave me her direct phone ext, asked me to call her, and leave a message if she is not there if any of these issues appear on my next stay. She stated that she will have someone from management test out the DVD and TV before we are notified that the room is ready this Sunday.

We had a similar problem with management there last summer on our first and possibly only
visit to AKV. A brand new swim vest for my gs was left in room after we checked out. We were given a run around about checking for it (we informed them was very briefly after checkout) We asked for a manager and were told off duty, not available etc. Bottom line- despite telling exact location of item it was mysteriously never located and management in essence could have cared less!

 

[Judique]

Left my cell at AKV one time. I was on my way to check in to our next Disney resort so I called and got the runaround. I returned to the hotel within an hour and went to the room, found a staff member in the hallway and was able to get my cell phone.

When I called I got all sorts of info - it's already in lost and found and you can't get it until after the weekend and no one was going to go and actually look for it.

Now, I'm especially vigilant about checking the room.

 

[McCrae]

Bit of a Drama Queen OP. You are very lucky that something so trivial could be classed as your worst trip ever.

So many other people would love to be in the position in life where a DVD player not working was a big issue.

 

[com_op_2000]

...a DVD player not working was a big issue.

OP here:
as I stated earlier it was NOT the DVD player that was the issue, it was the remote.
Neither the original one from the TV, the one brought with the DVD Player, nor the four remotes brought back - worked!
The frustration comes from:
cold and tired just wanting to veg-out in the room
having to have multiple staff come in
NOT having someone return as they stated they would
NOT having a manager to discuss this with over-night

All this past weekend at AKV-K, the room worked just as it should of last week. The DVD Player was in the room , one remote worked for both the TV and DVD Player, $50.00 credit was placed on our account, a box of sweets was left in the room by management, and the manager I talked with last week came to the room after we got in to ensure everything was in working order.

 

[Jennasis]

I have had less than magical experiences with our DVC accommodations and even when I sent a response "up the chain" was met with relative indifference. Luckily it was only one trip that was marred...at BWV. All our other stays have been great!

For a last minute trip where your stay in the room WAS the point of the visit, a non functioning tv, remote or DVD would be a big deal. So sorry, OP.

 

[BEASLYBOO]

Yes, really! If I was in the market to buy DVC, and I came across this report of someone's WORST STAY EVER!!! And read this, I would totally be willing to risk buying DVC. While the OP did not enjoy their stay, from a potential buyers perspective a broken DVD player seem pretty minor. Maintenance staff made 3 visits to their room in one night! Someone came to their room with not 1, not 2, but 4 remotes to try and fix a problem. They were certainly not ignored. In my view, if this was someone's worst stay ever I would say to myself, "Well, looks like we might not want to count on the DVD players" and then continue on with my purchase plans.

Good attitude to have! 50 plus stays at every WDW resorts and I've only had issues 2 times, minor issues, which were dealt with. Have I been lucky, am I more tolerant because I am at Disney? Am I drinking the kool-aid as they say, don't think so! Would I buy in again, yes. Almost had to sell, monitary issues, I was devistated, but happy I could hang on to it. I don't discount that everyone has their own things that are important to them, which may or may not be important to me but in the end for me it mounts to many, many fabulous stays that much out way a couple of problems in 18 Years of use.

 

[keishashadow]

Everyone thank you for the comments.
I believe most are concentrating on the DVD as the issue.
The issue is not the DVD Player but the TV remote, getting to the menu, either through the remote or manually on the side switches, to be able to switch between the TV and the DVD Player.
If the menu on the TV would come of up; All these other issues would not have occurred or been frustrating as one thing piling on top of the other:
the power supply to the original DVD plug in - I fixed that
the original connection between the TV and DVD Player
the middle CM that never returned with a remote
the person with 4 remotes that did not work
the none existent over-night manager.

Non-existent over-night manager is something we encountered @ BWV over a decade ago. They should always have somebody in charge, even if a mgr at another resort, available to take a call. Same as any 'deluxe' resort.

I did not want to say so earlier but I have family members who are CMs. So I have my own back-door into DVC. I have been told some pixie dust is coming this weekend.


I have the back-door phone numbers to the resorts, I do not call the front desk nor the call center.

As others have stated, face-to-face communication would likely have gotten better results, just the way it works.

You shouldn't 'need' a back-door to DVC. Jmho but it'd have been far less trouble to discuss it in person when you were there but we all roll differently.

OP here:
as I stated earlier it was NOT the DVD player that was the issue, it was the remote.
Neither the original one from the TV, the one brought with the DVD Player, nor the four remotes brought back - worked!
The frustration comes from:
cold and tired just wanting to veg-out in the room
having to have multiple staff come in
NOT having someone return as they stated they would
NOT having a manager to discuss this with over-night

All this past weekend at AKV-K, the room worked just as it should of last week. The DVD Player was in the room , one remote worked for both the TV and DVD Player, $50.00 credit was placed on our account, a box of sweets was left in the room by management, and the manager I talked with last week came to the room after we got in to ensure everything was in working order.

Nice to see you received the credit. Are you satisfied?

 

[com_op_2000]

...Nice to see you received the credit. Are you satisfied?

Yes