Dear Disney Vacation Club,
I love you and you know it. I love the program, the resorts, the ability to stay at the places that would probably have otherwise been out of reach. I made an investment in you and in our happiness and I’m not upset with that. What I am upset with right now is your behavior and failure to own up to the mistakes you have been making.
Your technology has failed you. It failed you and it failed your members. This isn’t anything new. We have been plagued by a poorly functioning website for a while now. I’m not even talking about the regular struggles your members face navigating your faulty tech and long waits to get live assistance to correct these issues. What I’m talking about are your website glitches that resulted in crushed vacation dreams.
As I’m sure you remember, your website suffered a serious glitch leaving bookings at Grand Californian wide open for the second time in a year. For the unsuspecting member who just looks at their particular dates, they were probably met with great joy that morning. Some thought they got lucky at the seven-month mark while others were just excited dates they have been checking over and over finally opened up.
As for me, I was looking at the 7-month window and I thought we got lucky. I booked, excited for the chance to finally stay at Grand Californian. After booking, I quickly realized something was amiss. Putting other online posts together with past issues, it became apparent I just took part in a huge mistake. A mistake I couldn’t bring myself to cancel just yet.
This happened before and you honored your mistake. Maybe this time, the mistake was too big and you couldn’t offer rooms like you did last time to the members you left empty-handed. As predicted, my room got canceled. However, it got canceled nearly two weeks later without so much as a phone call, a voicemail, an email, or a shred of communication. I admit I had too much hope. I verified with member services, made a room request, and added the reservation to the Disneyland App. I might not have known it was cancelled had I not been in my account regularly. I admit I got what I had coming even though enough time had passed that some small part of me got excited. But, this isn’t about me.
This is about about those members who aren’t in the know. Those who don’t religiously follow your technology conundrums. Those who think the best of you. Those who booked their flights, rented a car, and got their children excited for their Disneyland trip only to have you cancel it on them over a week later with no other options. Did you fail to contact those members too?
These people do exist because I’ve seen them on DISboards and social media asking what’s going on. They’re confused. They’re upset. These members should have been contacted the day or next day the glitch happened and been told their reservations were under review. At a minimum, members should have received an email notifying them of the issue. Every other company I have done business with has owned up to mistakes. I’m not asking for a free room, a dole whip, or any compensation. I’m just asking for transparency.
We, your members, deserve open and honest communication. We deserve information in a timely manner. We deserve better than this.