DVC trip cancelled - without any notification

[nagshead]

The faq about the closure on the dvc website says that you can still bank the current points if the reservation was canceled due to the closure. I think you should call them.

this is correct. If your trip dates fell within the closure but past your banking deadline you can late bank those points. The 2018 banked points so far they are only allowing it for April and June but there is always a possibility they will extend that to Aug and Sept use years as well. No guarantee but definitely something you could watch for.

 

[J and R's mom]

I would think they should at least send a cancellation confirmation email once the reservation was cancelled. They send one when we MAKE the reservation, they can send one when the reservation is cancelled (and typically did prior to this situation). Hopefully they will add that to their list of things to make better going forward (since I know there is a HUGE learning curve going on everywhere with this global COVID19 mess).

We made our first ever reservation with Adventures By Disney for a Rhine River Cruise that was scheduled to depart in late July. Those departures were officially cancelled this past week. After calling them and officially cancelling our reservation, I received a cancellation confirmation email from them. I would think DVC could (and should) do the same thing. If for no other reason than it's good customer service and good form (to borrow OP's word).

 

[Mark Thornhill]

I’m simply not here for any conversation which an entity like Disney can put a wristband on your arm to track every single movement you make in the park but can’t present an email for a cancelled reservation.

that might be their policy or procedure but doesn’t make it right or up to par with BASIC customer needs and service expectations.

 

[Sandisw]

I would think they should at least send a cancellation confirmation email once the reservation was cancelled. They send one when we MAKE the reservation, they can send one when the reservation is cancelled (and typically did prior to this situation). Hopefully they will add that to their list of things to make better going forward (since I know there is a HUGE learning curve going on everywhere with this global COVID19 mess).

We made our first ever reservation with Adventures By Disney for a Rhine River Cruise that was scheduled to depart in late July. Those departures were officially cancelled this past week. After calling them and officially cancelling our reservation, I received a cancellation confirmation email from them. I would think DVC could (and should) do the same thing. If for no other reason than it's good customer service and good form (to borrow OP's word).

I have never gotten an email for canceled reservations...not from DVC.

IMO, it probably would require a change to the structure and how things happen in terms of programming and for the short term, maybe they figured notices on the website, and an email to DVC members of the process was notification.

 

[dvcterry]

I would think they should at least send a cancellation confirmation email once the reservation was cancelled. They send one when we MAKE the reservation, they can send one when the reservation is cancelled (and typically did prior to this situation). Hopefully they will add that to their list of things to make better going forward (since I know there is a HUGE learning curve going on everywhere with this global COVID19 mess).

We made our first ever reservation with Adventures By Disney for a Rhine River Cruise that was scheduled to depart in late July. Those departures were officially cancelled this past week. After calling them and officially cancelling our reservation, I received a cancellation confirmation email from them. I would think DVC could (and should) do the same thing. If for no other reason than it's good customer service and good form (to borrow OP's word).

I absolutely 100 percent agree. They send one when a reservation is confirmed. They send one when a reservation is modified. And they send one any other time a trip is cancelled. No exceptions now. If a trip is cancelled, send the email. Plain and simple. Cancel, send it.

They don't guarantee the reservation is made until that reservation confirmation email is sent. When they cancelled a trip and didn't send an email, I emailed MS and requested they send one, which they did.

 

[GGGT]

I’m simply not here for any conversation which an entity like Disney can put a wristband on your arm to track every single movement you make in the park but can’t present an email for a cancelled reservation.

that might be their policy or procedure but doesn’t make it right or up to par with BASIC customer needs and service expectations.

Exactly.

 

[Luv2trav]

I rented some points for reservation in May. My renter received an email that their reservation was going to be cancelled and then contacted me. Although I already knew that would happen so I was prepared. Just letting you know that some emails are going out.

 

[dvcterry]

I’m simply not here for any conversation which an entity like Disney can put a wristband on your arm to track every single movement you make in the park but can’t present an email for a cancelled reservation.

that might be their policy or procedure but doesn’t make it right or up to par with BASIC customer needs and service expectations.

This. And a survey.

 

[GGGT]

......... And a survey.

 

[bobbiwoz]

I have a trip set to begin on Saturday and I wish they would go ahead and cancel it already!

 

[ford91exploder]

Right in everyone's contract there is a clause that Disney DOES NOT GUARANTEE availability of accomodations in exchange for points. Disney has very few obligations to us as DVC members but WE are obligated to pay our MF's no matter what.

I expect DVC availability to be very limited as Disney pushes all the buttons on breakage so rooms are rented for cash vs points. because Disney desperately needs cash flow.

 

[Sandisw]

Right in everyone's contract there is a clause that Disney DOES NOT GUARANTEE availability of accomodations in exchange for points. Disney has very few obligations to us as DVC members but WE are obligated to pay our MF's no matter what.

I expect DVC availability to be very limited as Disney pushes all the buttons on breakage so rooms are rented for cash vs points. because Disney desperately needs cash flow.

Can you share that exact wording? I have not found that and have read pretty much it all. I think we aren’t guaranteed any specific date but we are guaranteed something will be available at some point every year. Again, may not be date or room size we want, but something.

 

[Chuck S]

I received an email today. Notifying me that my June 4 Chefs de France reservation has been cancelled, and that the parks would not be open. So I went ahead and just cancelled all the rest of everything that they hadn't gotten to, yet, for my June 3 to 11 DVC reservation. They had cancelled dining and fast passes through June 6.

 

[Chuck S]

I expect DVC availability to be very limited as Disney pushes all the buttons on breakage so rooms are rented for cash vs points. because Disney desperately needs cash flow.

I don't think they will get anything they aren't entitled to, as far as availability. They have even promised, "In addition, to better support Member availability, Disney Vacation Club will not extend the life of our expiring developer Points. " So they aren't making an exception to the banking rules for their own points.

 

[4evryoung]

My reservation was also canceled without email notification at 4 days prior to check-in. I've said before that it's simply terrible customer service to wait so long (a couple of weeks prior like the other resorts would be fine) and a notification should be mandatory.

Just curious about those who were planning to fly into Orlando for these vacations. How are airlines treating you when you have to cancel flight bookings at such short notice?

 

[ford91exploder]

Can you share that exact wording? I have not found that and have read pretty much it all. I think we aren’t guaranteed any specific date but we are guaranteed something will be available at some point every year. Again, may not be date or room size we want, but something.

Not immediately I'll look at my contracts and find it, When I bought in that clause was a bit jarring but as it was Disney... So I figured it would be ok as Disney has historically made things right.

But as of late We've just been renting out our points as stars not aligning when we are free and when DVC has availability DW is a teacher so mutual vacation windows are restricted.

It seems since 2015 availability has been to put it mildly weird Like a week has availability everywhere except 1-2 days in middle of week where no DVC available anywhere but CRO has rooms on those days. Yes I'm aware inventories are different for CRO and DVC.

 

[ford91exploder]

I don't think they will get anything they aren't entitled to, as far as availability. They have even promised, "In addition, to better support Member availability, Disney Vacation Club will not extend the life of our expiring developer Points. " So they aren't making an exception to the banking rules for their own points.

Being too clever financially could also REALLY hurt the DVC brand. In this case I REALLY hope they listen to the marketing team rather than the revenue accounting team as the PoV from each team will be wildly divergent.

As customer goodwill is the only thing that will carry the Disney company through this crisis as it did in post 9/11 times and the 2008 financial crisis.

That said I take the rule relaxation/refund on points as a good sign of doing the right thing by the membership.

 

[Sandisw]

Not immediately I'll look at my contracts and find it, When I bought in that clause was a bit jarring but as it was Disney... So I figured it would be ok as Disney has historically made things right.

But as of late We've just been renting out our points as stars not aligning when we are free and when DVC has availability DW is a teacher so mutual vacation windows are restricted.

It seems since 2015 availability has been to put it mildly weird Like a week has availability everywhere except 1-2 days in middle of week where no DVC available anywhere but CRO has rooms on those days. Yes I'm aware inventories are different for CRO and DVC.

Thank you. I reviewed things again and my purchase of an ownership interest in the POS for RIV...the only one I have,l, clearly gives me the right to reserve a timeshare period within the rules and regulations of the vacation plan in place.

So, owners are definitely guaranteed a right to use the property but on a first come, first serve basis,

 

[princesscinderella]

Just curious about those who were planning to fly into Orlando for these vacations. How are airlines treating you when you have to cancel flight bookings at such short notice?

I cancelled my VGF June 7-11 with member services and had my 2021 points I borrowed returned to its use year. I also called and cancelled our flights with jet blue and was able to get a refund, not travel credit (I didn’t want $2,100 tied up til we can get back there next year). The rep I spoke with was excellent and cancelled with no problems and the wait time to get through to a rep was less than 5 minutes.

 

[Chuck S]

Just curious about those who were planning to fly into Orlando for these vacations. How are airlines treating you when you have to cancel flight bookings at such short notice?

I suggest to read the notifications on the websites for the different airlines, as they will probably each handle it differently. Southwest is allowing you to cancel up to 10 minutes prior to your flights scheduled departure time. If you have a non-refundable (WannaGetAway) class ticket, those funds go into holding, and you can rebook trips using those funds prior to September 7, 2022. Extremely generous, IMO