Disney Vacation Club
reviews and complaints

Grand Californian DVC contract and my inability to use my banked 2019 points at my Home Resort due to indefinite closure. I am writing in reference to the Disney Vacation Club contract I hold for the Grand Californian Villas Resort and Spa. When I purchased this DVC contract I did so with a specific intention and ability to obtain lodging accommodations at the only DVC property at the Disneyland Resort. I paid a significant premium in comparison to the cost of any Walt Disney World Resort DVC property as it is my family's preferred Disney vacation location. Factors outside of the Walt Disney Company's control have required the Disneyland Resort in California to remain closed whilst the WDW Resort in Florida has been allowed to reopen. As the Disneyland Resort currently remains closed "indefinitely," I continue to lose precious months/time left I have to use my banked 2019 points associated with this contract. I wrote to the DVC member services respectfully requesting that they extend the banked 2019 points I have associated with this specific contract into my 2021 use year. They declined to oblige and not only that they did not respond to my specific question. I own 2 DVC contracts: one at the Grand Californian and one at Old Key West (WDW resort.) I ONLY requested an extension on my banked 2019 points associated with the Grand Californian. Yet they ignored this and kept talking about all points I have associated with both of my contracts. They encouraged me to use/transfer my points to an RCI account to use at non-disney locations. I did not buy a Disney Vacation Club contract to use at a non-disney property! At this time, the only Disney locations I can use my banked 2019 points at are the Walt Disney World Resort in Florida or a non-park location. To get the accommodations that are equivalent to what my family and I stay at in our Home Resort, The Grand Californian, I will have to use a significantly larger number of points, because a trip to WDW Resort in Florida requires a longer stay then the Disneyland Resort in California. Additionally, I will have to pay a greater sum of money for tickets with more "days" to visit all the theme parks of WDW. Guess who wins in this scenario?... Disney, not the DVC member! I am extremely disappointed in Disney's response to this unusual and unprecedented time. They don't seem to care about their Vacation Club members and the thousands of dollars members, like me, have saved and spent with Disney to buy their timeshare contracts. Unlike other timeshares, DVC comes with an expiration date. I keep moving closer each day to that expiration date and the DVC property I purchased remains closed and leaves me unable to enjoy my purchase. Disney could do something, anything, yet they remain vigilant in their refusal to admit there is an issue and provide any type of compensation to their DVC members, and most specifically those members, like myself, that own The Grand Californian at the Disneyland Resort in Anaheim, CA.

DVC will not refund or give any credit in return for my pre-COVID-19 planned vacation. I am a current member of Disney Vacations Club. I made a reservation to Disney Tokyo with my member points for July 1. I called DVC member services in March and they said at the time they told me if I cancelled, I would forfeit my points and to call back at a later time. I checked the Disney Tokyo website multiple times a week to check when they would be open. Last week on June 22nd I checked the Disney Tokyo website which listed July 1st as their first opening day amid COVID-19. I tried calling numerous times during that week but had no luck getting through their lines, their chat option is unavailable also and there is no email or message feature to contact a reservation specialist. I finally got through at exactly 9am ET Monday June 29th and they again told me that if I cancelled the reservation I would forfeit all my points, no refund whatsoever. It is highly unreasonable to not receive any points in return for a reservation I had to cancel through no fault of my own. Due to the world pandemic, our travel agency cancelled our flights and other hotel stays in Tokyo and accordingly refunded us. I asked to speak to a supervisor, who just repeated the policy to me- that I could not get a refund at this time. She also told me had I called back prior to Disney Tokyo ANNOUNCING an opening date, they MAY have given me an exception and I could have received my points back. I explained to her how I did call back in March and was told to call closer to the date and that I have been trying to get through their phone line for months. She explained that she could not help me in getting my points back or even modifying my reservation. She said since the park is open at the date of my reservation, they will not refund any amount of points. She said I could have a senior supervisor call me but that it was not guaranteed when this person could call me. I tried to call back 3 times immediately after I hung up the phone (9:34am ET) and their line was still busy. I am now trying to reach someone at DVC to cancel my reservation in the event that they prevent me from refunding my points because the reservation is still on currently. This policy is unfair because I have a job that requires 14 day quarantine upon any travel by plane, I have a child I would prefer not to travel abroad with during a pandemic, and in essence they want to force families to travel at the immediate opening of their theme parks in order for them not to lose any money at the expense of disney families' health. Other hotels and airline companies are being lenient with their cancellation policies, but DVC's is stringent, rigid, unreasonable given the unprecedented times, inconsiderate to families they supposedly care about, and punishable. They provide no credit option and no grace period. Member #*** Reservation #*** at Tokyo Disneyland Hotel on 07/01 - 07/02 for Beauty and the Beast Room.

Expiring Disney Vacation Club (DVC) points on 5/31, DVC wont let me extend or exchange my unused points from vacations canceled due to COVID-19 Due to this pandemic, our vacation was canceled numerous times in 2020. Originally booked Disney Grand California in August & Aulani in September , both reservations were cancelled. I was not able to rebook for due to uncertainty of when both hotels will be opening, travel restrictions and lockdown in Hawaii. Since we have decided to travel within California and plan to book at any Concierge location in the LA & San Diego area, hoping to be able to travel late 2021, when traveling are less restricted. I have been calling DVC member service was suggested to to keep calling every month. I called DVC member service to bank or transfer my point to RCI, each time I called I was informed that I cannot transfer my registration point to RCI & I have to use before the expiration date (5/31) & suggested to call again, because they don't know what DVC will do with expiring points. I constantly called DVC, but each time I called I received different information. The last time I called was January , the representative I spoke with was trying to help me with my reservation, but learned that if we plan on going to LA or San Diego in December , I will need to call in April , which I did today (4/10), I was on hold for almost an hour. When I finally got through to a representative today, I was told that he would talk to his supervisor and ask if the unused points can be converted to RCI or bank/hold for another year, I was put on another hold for 10-15 minutes and was told that I can not do either option. He pretty much informed me that there is nothing that they can do, if I don't use my points before 5/31, I will lose these points and to use my points in San Francisco. I told him I'm not going to travel 10 minutes to use my points. I'm not going to waste my points that way nor losing them in 5/31. All I'm asking is for my points be on bank/hold for another year, if it is not allowed to converted to RCI, this will give us a chance to use the points in December . I asked him if I can speak to someone else or who can I speak with about this, he said that it will be the same answer. I told him that it's not so, if I call again, I will have a different answer from a different representative, which I have been getting each time I called. He said it shouldn't be, because they are not converting reservation points to RCI nor hold/bank them. He continue to insist to use my points before 5/31. I told him there is no way we can travel within a month and half, first, I have medical issue and I'm not going to risk my health eve more due to the pandemic. Second, our vacations/time off are planned months in advanced. Is there any way our unused points, points that were supposed to be used on our canceled trips be extended to a later date. It's really unfair if DVC expects us to pay our annual dues if we cannot even have our unused points be extended. I'm really upset at DVC member services. We ended the conversation without any resolution and more frustrating than ever.

Loss of large amount of Disney Vacation points, unable to bank for future use. I have been a member of Disney Vacation Club since 2003. My family has always associated Disney with high regard. Disney has gone above and beyond our expectations and brought so much joy. The last trip that we have taken was a New Years trip 2018. To give a little background, I was going through a horrible divorce when my husband left me after 27 years, a divorce that was 2.5 years long and finally was resolved through trial. I was unable to travel during that time frame per mandate. I was finally awarded the DVC timeshare in my settlement. Until this point my husband completely handled all aspects of the timeshare. This February, I finally booked a trip for my children and I, December 20-27, 2020, using 359 points for a two bedroom at our home resort, Beach Club. I asked if there was anything else I needed to do while booking, and after explaining I was new to this entire process, I was told no. I had planned on booking a birthday trip in April for myself. Well, the entire world was shut down due to Covid 19. I spent long hours on the phone waiting for phones to be answered by DVC with no avail. With the parks closed, and absolutely no way to travel, with Florida being a hot spot for the virus. Finally, in July I called and spoke with multiple Disney Vacation Club customer service people. It was explained to me that I had a huge amount of points that would disappear as of July 31. 111 points banked from the previous year and 200 points that were not banked as of March 31. I explained my entire situation to multiple people on five separate telephone conversations, all with the same nonchalant response, "We are imposing strict banking deadlines during unprecedented times and all guidelines are strictly being enforced." I was devastated and became more and more frustrated as I thought about the situation. I have been a member for 17 years, dedicating endless trips to Disney. Almost $10,000 per year solely and exclusively set aside for our annual trips which included annual passes, dining plans and endless amounts of money spent in gift shops! We committed to 42 years of guaranteed vacations with this company. I could not have used the extra points if I had wanted to, Florida was not a safe place to visit and Disney was shut down. However, did I continue to pay my monthly dues? yes indeed. Do I plan I using 359 points in December to visit Disney World for 8 days to parks I cannot park hop, buy a dining plan to us, limited hours of open operation, no fast passes? Yes indeed. I called Disney and asked how the system worked since I was unclear, I was in a situation where I was not ever in charge of this sort of thing and when I do reach out I am told, your trip is booked and you are good. No mention of here are the things that you need to do yearly...Since then I spoke with one supervisor who walked me through all yearly operations and how to work my Disney Vacation Club. I am simply so frustrated that I finally did call to use points and they were all gone, 311 points gone forever, after a long situation I was already in and finally able to use the points and because of unforeseen circumstances I could not use the points had I even wanted because of the pandemic.

Disney Vacation Club refuses to acknowledge medical issues that prevent us from visiting Disney and also will not bank our points until we can visit. We purchased our DVC Timeshare in February , prior to the Coronavirus pandemic and shutdown. With our purchase we received 200 points that were denoted as "2019 points" and banked them to use on a vacation in May . Since Disney shut down we had no choice but to cancel that trip and save the points. When Disney reopened, we used those points to book a trip for December 28-January 3. Both my husband and my son have medical issues that prevent them from wearing masks for an extended period of time and these exemptions are acknowledged in Tennessee where we live. Disney will not acknowledge these and requires my family members with medical issues to wear a mask, preventing them from visiting. Requiring individuals with medical conditions which prevent them from complying with a mask mandate is a form of discrimination and while I understand Disney is a company that can make these decisions, laws require them to provide an alternative means of service to customers. They refuse to find a solution for us other than "transfer the points to RCI", which is not why we purchased DVC and also not a fair conversion of points, especially when the non-use of DVC points is not due to the fault of the owner but of Disney. We asked them several times, even speaking with a supervisor, to bank the points to next year. We received the answer that we have to use the points by February 28 or convert them to RCI. RCI resorts are terrible quality and very limited variety and is not why we purchased DVC points. In spite of this, we considered still going to not lose our points and still attempt to visit, even though the parks aren't even fully open (i.e, several restaurants and events are not currently availble due to COVID). We went to purchase our annual passes (another reason we purchased DVC) and find out no annual passes are being sold at this time. The issue with this is that DVC members receive discounts on annual passes but not one time visit tickets. Also, if we purchase one time visit tickets we do not have the ability to get park reservations for every park. Park reservations are available at all parks for annual pass holders but are limited and are only available at some parks for one time pass holders. We just want to either be able to purchase annual passes and use our 2019 points before they expire or bank the 2019 points to next year so we have until February 2022 (our use year) to use them. Disney refuses to give us any resolution on this. Their canned response is "I'm sorry, we are not making exceptions for any members at this time', which is obviously a lie, as I see several people with the same complaints have received resolutions from DVC. We are furious that we bought this and paid for DVC points in full and have yet to receive any benefit or service from our purchase. We have also asked DVC to just cancel our purchase, as we have never received the promised services and of course they say that's not possible. I always loved Disney which is why we bought this but now we are sorry we did. Disney needs to make this right and honor their original agreement or make concessions during this pandemic.

A trip for April was cancelled due to park closure. DVC refuses to allow us to bank these points, even though the cancellation was due to COVID. In September , we booked a trip for April . 78 of the points used to book this trip were banked points from 2018. Then, in November , we booked an earlier trip for January . Apparently, DVC uses your points according to the order in which you book the trips and not in which you physically embark. We were unaware that the points do not get realloacted in chronological order. Due to COVID-19, the Walt Disney World Resorts closed in March, and still have yet to reopen. As a result, we had to cancel our trip in April . So, we were unable to use our banked points from 2018. We then used those points to re-book a trip at the beginning of July . However, the parks will still not be open at that time. So, we were forced to cancel yet another trip. After cancelling, we were confused as to why we were only being allowed to bank 74 points by July 31, instead of our full 125 points. It was explained to us that the points were used in a reverse order and cannot be reallocated. We have followed all of the booking rules and are simply requesting to get back what is rightfully ours. These 2018 banked points should have been used toward the January trip that was taken. We were forced to cancel the April and July trips due to Disney Parks closure, not to personal reasons. We are entitled to these points, which we have earned and paid for. We currently have 152 points available. Our contract states that we can bank up to 125 points by July 31. I am angry and disheartened to think that Disney would punish us for a crime we did not commit. Once again, these trip cancellations were due solely to Disney closures, not to personal reasons. They were, therefore, unavoidable for our family. To rob us of an additional 51 points is simply wrong and immoral. Following with revised Disney rules, we are fully aware that we will be losing 27 points due to park closure and COVID-19. This is the points overage (152 of 125) that we are aware of by contract. However, to tell us that we will now be losing an additional 51 points due to a system flaw on Disney's behalf is simply unacceptable. This was a forced cancellation and a glitch in the DVC system, with a lack of chronological order that is not advertised or exposed to members. On Saturday, June 6, my husband and I spent almost 3 hours on hold with representatives trying to get this problem rectified, to no avail. The supervisor I spoke with was rude and did not care to address the problem. At the end of the phone call, I was promised a call back from her superior within a couple of days. It is now 5 days later and I still have not received that call back. We also never received a response to an email we had written one week prior with a request to rectify the situation. The service has been terrible and not at all characteristic of Disney Resorts. The representatives have been rude and demeaning. We are simply asking to be given back points which are rightfully ours. DVC is not doing what is fair or necessary at this time. So, we are forced to resort to the complaintsboard.com to address this issue. I will not be mistreated or taken advantage of any longer. I want my full contractual points available to bank for 2021. I would like this matter to be addressed immediately and appropriately. Thank you. DVC Member # *** DVC Contract #

Due to COVID. DVC promised in their emails to extend timeshare points that were set to expire. However, when I called today, I was told the opposite. I have been a loyal and until recently a satisfied customer of DVC since December 1996 (membership card attached). Due to COVID 19, no one was allowed to travel anywhere from February /March until the uncertain future. I had many timeshare points with DVC that I banked from last year (2019) that were set to expire on May 31. I have attached emails from DVC explaining that they were going to extend the expiration date on timeshare points as well as those points that were banked from previous years. Below is a direct quote from one of those emails which I have attached: "..Finally, as part of our continued efforts to provide flexibility during these uncertain times, we are further changing and extending our temporary policies regarding expiring points. April, June and now August, September and October Use Year points that are set to expire in 2020 and that were used for reservations during the closure period will be extended for one year from the current expiration date. Additionally, April, June and now August, September and October Use Year points that were banked into 2019 Use Years and used for these reservations will now all expire November 30. This temporary policy only includes expiring points that were used to book a stay arriving between March 12 and the end of the closure period and that involve a reservation cancelled after February 29. Additional information on these policies is available at disneyvacationclub.com." I have even paid my annual due in January this year. I attached the email I received reminding of me such. Even though we could not travel anywhere, Disney still wanted their dues,which was fine, so I paid the annual dues, as I have every year since 1996. I called in March about my points that were expiring in May 31, but I was not able to get through, because part of their office which I needed to communicate with was closed due to the pandemic. I could not book a trip for May even if I wanted to, because their office was closed. I called on June 15 at 9:15am assuming obviously my expired points for May 31 would have been extended due to the pandemic as outlined and presumed from their emails. Afterall, until this morning (June 15), I have always had excellent customer service with DVC. However, I was treated very rudely and told that my points had indeed expired and they were not going to be extended. I was and still am flabbergasted and angry. They were almost half of my points from last year. I kindly asked to speak to a supervisor and that person was just as rude to me. They said after only a few minutes, "This call is being discounted because you are using an inappropriate tone." And then they hung up on me. I have never been treated like that before. That is the worst customer service experience I have received from DVC. Not only did they go back on their word about extending the expiration date on timeshare points but they were extremely rude to me. MY DESIRED RESOLUTION: I wanted to have my points that were set to expire in May be extended for one full year or at least until December 31 as presumed in the emails not to mention all of the travel restrictions we have been under since March due to COVID 19. I wish to visit Disney Hilton Head Resort in December . My specific travel dates I wish for are for checking in on December 12th and checking out 19th. I want a 2 bedroom suite and I wish to use my points I had banked from last year. I would also like a sincere apology for the way I was treated this morning June 15 by the customer service representatives. DVC Member #

Reservations Disney Paris April 12-18, 2020. location closed due to covid. I reached out to Disney for return of points. They refuse DVC is a timeshare in which I bought 550 "points" that I receive each April. (purchased in 1998) I have the ability to bank, save, or borrow points from an upcoming year. I did all 3 using 686 to book Disney Paris April [protected]. This was cancelled BY DISNEY due to Covid. The usual policy when a CUSTOMER cancels a trip is to return the points to a "reservation bank" into the year in which they were used (in this case 2020) and they must be used by the end of that use year. However, this trip was NOT cancelled by me, the resort was closed by Disney. Therefore, the policy is not effective as this was not my cancellation. I reached out to DVC by email several times with no response. I then called and refused to leave the phone until I spoke with a manager. I was told that this is their policy. I don't understand how a company is allowed to have a policy whereby they take your money, THEY cancel your plans, and then claim there is no alternative as this is policy. Disney trades these points with RCI, another travel company. ( I paid a $95 fee) I am not sure of their role in this, however, I would assume a company with the buying power of Disney over RCI would have the business power to work with RCI to make this right by the customers. Beyond the fact that I cannot use the points by the end of this year as they are still not open, the "reservation bank" that holds them is set to expire March 31. These points also do NOT have the same buying power, nor can they be used at the usual accomodations I have been booking for 22 years. An example of the loss of buying power: I would use 306 points in a condominium style accomodation w/ kitchen, washer/dryer for 306 DVC points during their high season (Easter) 2021. The reservation points (which would actually expire by Easter and are therefore not useable) will cost 980 of the reservation pts. in a hotel room setting. I have asked Disney to return the points to the same status and original use years/contracts from which they were taken with full status as DVC points and not "reservation points" Again, this designation means they must be used by March 31 and can't be used at regular DVC locations. 181 points would have been available for use until March 31, 2023 at any location. Not everyone can just jet off when Disney reopens, we have jobs with restrictions. In my case I am a teacher so September thru June is out except for Easter week. Even in normal circumstances I would not use 686 points that week. My children who were supposed to travel with me, are off to college with different schedules. We could not possibly coordiante a trip on a moments notice when Disney reopens. There will be no way for me to use these points in the next 10 months. In fact, Disney cannot even promise the locations I am restricted to, will be open in the next 10 months. The monetary value of these points if I were to sell them on the open market would have been well over $11,000. I am not asking for monetary compensation, just that Disney do the right thing and RESTORE my points to their original contracts, dates, and availabilities AS DVC points and not any other company. I am highly disappointed in the Disney franchise and the way it is cheating it's customers. This request is not unreasonable and does not even cost them a dime in refunds. It is simply their way to try ease their issues with many people having an abundance of points that could overload reservations when they are allowed to open. To summarize: This was not my cancellation, I should not be penalized for the situation. Although this is an extraordinary time, this could have also been a fire, hurricane, or flood in the hotel. There must be a solution that does not impact the customer unfairly in this way in any of these situations.

DVC has arbitrarily decided in an unfair manner how to (or not to) extend vacation club "points" affected by COVID 19 closures. From our 2019 "use year" vacation points we were allotted, due to COVID 19 related actions, including shutdowns, my family will be losing 112 points of time that we "carried over" from our prior, (2018) use year. Such carryover is allowed by DVC rules. These points were going to be included and used in 2 planned vacations we had made at the WDW resorts - the first being in early December at the Disney Beach Club, and the second in the first week of May this year at the Boardwalk Resort. As things ended up, due to a variety of issues, mostly transportation related, we had to cancel our December trip, and our May trip had to be cancelled due to the pandemic. (I believe even WDW was formally closed due to Covid and the timing of that May trip.) Under "normal" conditions, we would have been allowed to still make use of those points until the end of September. But during the times of Covid 19, WDW was closed for at least 3.5 months, and, even when they reopened, Covid was, and currently still is, striking Florida quite severely, and most health advisories still recommend against air travel and even vacations away from home for those in both our age group as well as with my daughter's autoimmune related health matters. So at this time, I believe we lost at least 3.5 months of travel ability time due to Covid and the WDW closure, and from various health advisories, including governmental agencies, it was and will not be wise to attempt for us to travel until at which time Covid makes a more drastic turndown that what we are currently seeing. The Disney Vacation Club, however, has decided, on their own, that we should only be granted a 2 month extension of our "carryover" points, but ONLY for those points in a Covid shutdown related time period, meaning, in our case, we are only granted that 2 month extension for 52 points were were affected by the May cancellation, and NO EXTENSION at all for 60 points we attempted to use in our earlier December time period. Other than from a profit and loss standpoint to DVC, we feel that this is far from a fair resolution to our problem of granting us only 60 extra days of use time. (Initially, at the time of my complaint in late May, DVC was only offering a one month extension.) And, the DVC solution is for not even half of those points we stand to lose by not having the ability to properly make use of them. Covid did not just affect our May plans. It also clearly affected our ability to somehow try to find a use for those points we had planned to use from our December trip also, but for which DVC is offering NO extension, even though we lost a minimum of 3.5 months of time to try to use to replace that December trip, just due to the WDW closure, never mind the other concerns that still remain with Covid.) But DVC apparently sees no need nor reason to recognize our vastly shortened time to make use of those points, nor properly compensate us for them... In short, we believe DVC is penalizing us from both a financial as well as an enjoyment ability for times that were both taken away from us by the WDW closure, as well as times that medical experts have indicated we, health wise, should not be traveling in. My complaint, with explanation, sent to DVC, when finally answered, did not even treat my concern in a proper manner. Rather than recognize it as a complaint in which I am seeking corrective action, they are acting as if I am offering them a SUGGESTION! And, further, since they can't accept "suggestions," they are telling me that they plan to DELETE my correspondence. And even though I advised them of my unhappiness of such, including the fact that I planned to address this matter with you and gave them a window of time to respond, they failed to show they even care by asking for any clarification.

There is a disconnect in the health of DVC members during this Pandemic. Your not understanding what people are facing in these trying times. Disney refuses to extend or bank my hard earned points during this pandemic. I have 2018 points that are set to expire on in Dec, 2020. I am banking these points to use for a big vacation with my family, however, the pandemic started in March and we have lost family member as well as serious illness that has taken place and dont mind given medical documents as stated to your representatives. I have been emotionally drained and people have been trying to support us during these times. I aso want to state, I refuse to put my family at risk, we know the seriousnessof this pandemic. Our state and country has been hit hard and it has been told to your representatives, until now some of the destinations are still closed for travel. Your company is not fully opened , and I don't want to gamble with my family's safety to travel to Florda, or even get on a plane (I am from New york/New Jersey area) one family member is now on chemo and finished radiation during summer, surgery 5 weeks ago and we are dealing with that at this time as well , and my parents are immuno-compromised as well and my father just got out of the hospital with Covid 19. My family can't wrap there heads around this and your company has no clue as to what we are dealing with. I called customer service, even endured the 30min hold just to resolve this issue. The calls dropped and I have to call again and wait for an extra 20mins or they give false info as saying the points are banked and they are trying to figure things out. I am currently on FMLA that should tell you how serious the matter is. However, you are setting deadlines and people are dying and are very ill. We always use our points and purchased more property, but where can we go? I asked the customer representative do you understand the risk factors. I stated are you praying like my family is? When I explained this to another representative, that one took notes today and stated only a supervisor can book your July points and extend your 2018 and 2019 points. All she could say was sorry. Out of curiosity I mentioned a destination and was told"Sorry, that facility is closed." It is not that I don't want to use the points, the question remains where can I go without endangering the health and safety of my family members in the one on Chemo. I can't think straight right now, I am so concerned for my family, my priorities are to those who need me. I said, how can Disney have no compassion? I even asked a call back from a supervisor and until now there is no callback. A lot of companies during this pandemic, especially the travel industry wanted to put their customers' safety first. I've been faithful to disney giving money and your business department has been understanding in taking my money. What I don't understand is that a company, as big as Disney, refused to be reasonable and put profit ahead of the safety and lives of their patrons, and not understanding what people are experiencing during this unusual time. I am extremely disappointed and troubled by the way Disney Vacation Club treats us, their loyal customers for over a decade and the fact that we purchased more property. Perhaps, what they say is true: "The Magic Is in your wallet not in your loyalty, who cares if your sick, lost a family member to Covid19, or a family member who was just released from the hospital due to Covid19. Last, your not fully open, but your representatives are saying just come or lose your points. Traveling at this time you must quarantine for 14 days and our state is about to shut down again but of course, "It's Magic" well DVC, it sure don't feel like Magic right now! However, I pray that Covid19 and that other C word leave this earth and that Disney gain a bigger C word called, "COMPASSION "! CHECK ON YOUR DVC MEMBERS!

I contacted DVC Member Services on 6/24 and had poor customer service and feel like I wasn't assisted in the way Disney typically would. I contacted DVC Member Services on 6/24 and was connected to a representative a little after 7pm. I was having issues changing a reservation online and was looking to have assistance with this. The representative had a lot of attitude right from the start, and clearly was inconvenienced by our conversation. I had been trying to get through all day, but was getting a busy signal or the call would just drop, so I'm sure they had a lot of people calling in and she likely was having a bad day which is understandable, but I expect more magic from Disney customer service. This is honestly the first time I've ever experienced this with Disney and am quite shocked. I'm new to DVC and have yet to be able to use my points for a vacation due to COVID-19 causing my vacation to be canceled this May . I wanted to change an existing reservation and add on more nights, which were available at the resort I was looking at (Polynesian, 1/23-1/30). I was told by the representative that this couldn't be done because I had banked my points to the next Use Year. I explained that this isn't the case, the points were supposed to be available to be used for extra time due to the COVID-19 cancellation of my previous vacation. She told me that I clicked on something to agree to not be able to use my points until March, but as I explained to her, I obviously wouldn't do that or at the very least wasn't explained that way. I have until October to decide to bank points, so I wouldn't knowingly do it months in advance. After much debate and being talked over constantly by the representative who was growing increasingly impatient with me, she explained that she could have the amount of points I needed to complete my modification reversed so that I could use them, she just needed to get a manager to override. She put me on hold, the first wait being about 10 minutes. They are real busy, I understand, I wasn't worried about this. The representative came back and said that it was just going to be a couple more minutes for the manager to get to her. It ended up being almost 20 minutes before she came back, and she sounded much more cheery this time. I was thinking, oh great, she was able to help me out and we can all move on from this. Nope. She was excited to tell me that she has proof that I clicked the button to bank the points and therefore they WILL NOT reverse the banking of some of my points. I was completely shocked. I felt like I wasn't calling Disney, it just wasn't making any sense. She refused to help me and said I could talk to her manager. Her manager came on after a few minutes, again fine. Her name was Addy. I realize she is just another representative that handles escalations and not an actual manager, as an actual manager would have seen how trivial this whole conversation was and seemingly a matter of semantics. I explained again my situation, and all I'm asking for is to unbank less than half of my points so that I can attend a family vacation for a longer time than originally planned. She said that per her "Executive Vice President", she will not be unbanking the points that I need. I went to the extent of explaining how I'm new to all of this and am just looking for a reasonable resolution, I'm not asking for miracles here. Again, there was availability and I have the points. I'm very let down and disappointed with this whole interaction. I feel like I was duped into buying into DVC, and now am getting far worse customer service then I have ever experienced. I have gone almost yearly to Disney for the past 10 years, many years multiple times, and I've always had the best experiences with Cast Members. They go above and beyond without even being asked, and that is why I felt confident joining DVC. Now that I'm locked in and purchased, in full mind you - didn't take a loan, I feel like I'm being treated with far less respect and magic. Thank you for your time.

I'm a DVCmember,I call to use my points, phone is busy 24/7, zero way to contact them,my deadline will arrive and I will loose this year's vacation Since May I have been calling Disney Vacation Club, but no answer. The reason why I am writing this complain to you is because I have situations to solve with my membership points. To do so I have to be able to reach a DVC representative on their 800 member line, but, if I am unable to reach anyone I will loose all of my 2020 use year benefits. Since last may, I had two situations to solve, the 1st one was to cancel a July reservation. I decided to cancel because of Covid 19. This cancelation was almost impossible to solve, but after days and weeks and many long hours on my phone trying to reach someone, I was able to reach someone , so, it was solved . The 2nd situation to solve is that I have to make a new reservation on a different hotel for August 15, this last one has been impossible because of the same problem once again, busy lines 100% of the time. So you can better understand what is happening, let me explained on a more detailed manner. To be able to solve my 1st situation, I had to call on may to cancel our summer trip which was a Disney resort reservation starting on july 25. I spent around 1-2 months calling, calling and calling! non stop! days, weeks but there was either no answer or phone busy literally 100% of the time. This huge company has not solved a very simple problem, put more lines available so members can communicate. I got so upset and so frustrated that I had to think about creative ways to reach this people. Since my situation was special , I could not solve this problem online, the only way to solve it was talking to a DVC representative, so, it occured to me that I should a start calling every DVC 800 number that I could find on google and call to see if I could get lucky and find someone that would be nice to me and help me, so luckily, after so much of my time calling everywhere, I was able to reach someone and not a voice recorder or a busy line. I told this person that I have emailed DVC and received no answer, so this person was very kind to me and contacted someone in DVC and finally I was able to talk to a DVC member services representative. This lady solved my problem, I did not receive the solution I deserved to have, but, at least I was able to temporarily save my member's 2020 use year points. The reasson why I was so desperate calling is because the deadline for canceling this trip was very near. I got lucky and was able to reach a person only 1 day before my cancelling deadline, that is how close I got to loose everything, they gave me the chance to extend my 2020 year use point only until this november . So, now I am AGAIN waisting hours, days calling and calling nonstop to use what they offered me. The only way I can book is by calling to their only member services number [protected], and talking to a DVC representative. but AGAIN isbusy 100% of the times. I have called during the morning, during the afternoon and I also call close to their closing time at night. No matter how many times I call, doesn't matter at what time I call, doesn't matter if I call 50 times a day, their phone is 100% busy, all the time nonstop. I did also try to reach the person that was nice to me before, but, this time I am not lucky again, I only get a voice mail. I am writing this complain because I will loose all of my points only because DVC's phone lines are always busy. The way this member services are designed, not every reservation can be done online, the mayority of them have to be made by calling to their 800 number. This is an abuse to all of us customers. We paid to have service, but we are not receiving it. This is unfair and flat wrong! we will loose a year long amount of points only because this company has acted negligently by not being reachable to their members. I hope you could help us solve this unfair situation. Thanks for your attention, ***, My member number last digits are

DVC points were used to book an Adventures By Disney trip that was cancelled by ABD. ABD/DVC will not give the points back to us in a usable manner. We are Disney Vacation Club (DVC) members. We booked a trip to Costa Rica (departure 8/8) through Adventures by Disney (ABD) using DVC points to pay for part of the trip. ABD cancelled this trip due to low enrollment and gave us the option to change to another date for the same price. We were told that ABD would pay for our airfare change fees since it wasn't our fault they cancelled the trip. Every date they had available as an alternative didn't work for us. We gave them 3 alternative ABD trip dates that worked for us this year, including a departure of 6/27; they were not able to accommodate any of our options as all those trips were filled, so we were left opting for the waiting list for the 6/27 departure with no guarantee that we would ever get into this trip. We were told by ABD that they would see if they could get permission to go over the max number of people for the 6/27 departure (max was 40 people and our family of four would make 41 total) and we would hear in 5 business days. After a week we called and were told they had not heard anything and didn't know when or if they would hear anything. We were advised that we could stay on the waiting list but should really consider trying a different trip; we again confirmed that they had no space on alternative dates that worked for us. We also explained that DVC had imposed a deadline of 3/18 to decide if we would stay on the ABD wait list or cancel and get our DVC points back to use elsewhere, so we couldn't wait longer to hear what ABD could work out. If we did not cancel the trip and get off the wait list by 3/18, we would risk losing our DVC points after that if we couldn't get off the wait list, so we decided to cancel. We were told our deposit would be credited and our DVC points returned to our account. After 4 days (on March 18th) we noticed that our points were not credited back to our account nor was all of our down payment credited to our credit card. We called ABD and were told there was an error in cancellation and the remainder of the money was now credited to our credit card but we would have to call DVC to see why our points weren't back in our DVC account. When we called DVC on 3/18 we were told that in the meantime, the coronavirus-caused closure of Disney Resorts which led DVC leadership to change their policy and our points had been locked. They now had locked all points in reservation status which means that we have to use our points by the August 31st or will lose them, but can no longer use them for DVC resorts and have to use them on an ABD trip (which has no space for us) or a regular room at Disney Florida or California or a Disney Cruise this summer. The rep apologized but said there was nothing that could be done and they understood it wasn't our fault the trip was cancelled and they knew it had nothing to do with Coronavirus but we just were caught in the middle. If we wanted to speak to a supervisor one would call us back within 30 days. They said it might be best for us to just book a trip to Disney World this summer and use the 282 points up though because that was really our only option and we probably weren't going to get anywhere with getting our points put back in our DVC account. We explained that this is not an option to spend these points this summer because ABD also left us stuck with non-refundable plane tickets to Costa Rica for 8/8. You see, we had booked a flight for the original 8/8 departure with ABD to Costa Rica and had been told when the 8/8 trip was cancelled that they would pay all airfare fees but later were told that was only if we changed the flight to stay on another ABD trip. Since we had chosen to cancel our trip, ABD was not obligated to pay for our airfare which was non-refundable. So...we now are having to go to Costa Rica on our own on 8/8 and have no more vacation time to take off this summer to use the DVC points that must be used or lost.

Booked a vacation with DVC who also sells Travelex insurance to insure the vacation.Aulani has not reopened,Trip cancelled.DVC took my points In February I booked a 2 bedroom oceanfront villa through DVC for The Resort called Aulani in Hawaii.I had to purchase 4 separate insurance policies with their insurance policy that they sell called Travelex because of the two memberships we have with Disney & the multiple use years ($400 just in insurance). In June I contacted DVC about my vacation because of COVID-6 hour hold & several representatives later still not direction.I contacted Travelex who stated we don't cover COVID because it is not natural disaster.I called DVC sat on hold for hours only for them to tell me they have no control over Travelex insurance. When it became abundantly clear that the Resort Aulani was not opening up nor has it opened up to date, I got my policy out from Travelex to find out what I could file under. I was told by DVC that I must cancel my reservation before I could file a claim. I cancelled my reservation on June 22 the points were redeposited into my DVC account with an expiration still counting down on them & DVC unwilling to extend any expiration dates on the points.I filed 4, 56 page claim form with following documentation: 1. Completed Claim Form 2. Letter from Doctor Prohibiting travel for the next three months 3. State of Hawaii Emergency Management Agency: Order for Self- Quarantine: fine of jail, $5000 or both. 4. Email from Delta regarding their inability to accommodate my disability with the lay flat seats( Delta One Seats), originally purchased on November 5 5. Airline Ticket Receipts for ***, ***, ***, & ***. 6. Print out from Aulani's website on 6/19 stating the resorts closure & that there is no date set for this resort to open. An inherent risk of exposure to COVID-19 exists in any public place where people are present. 7. Price for room $13275.72 according to Aulani's website 8. Reservation August 22-August 29,2020 for a 2 bedroom Villa Ocean view Wheelchair Accessible Villa:*** 9. Reservation August 29-August 31 for a 2 bedroom Villa Ocean view Wheelchair Accessible Villa: 158 Vacation Points 10. Amount of vacation points remaining in 2021 use year 42+ 46=88 Points 11. Dues statement 12. College Board: Due to the fact that *** is a senior in High School she must take the SAT. Due to the cancellation of ALL spring tests, *** must take the SAT on August 29. 13. Disney Vacation Club Membership Card 14. John Hopkins current data regarding the Coronavirus as of 6/22 Despite the fact that I have reached out to both companies I have been ping pong back & forth with no resolve. On September 14, I received an email from Travelex stating they were reaching out to DVC for more information. On September 16, I contacted Lacy at DVC because I noticed that on August 23 all of the points I was now trying to bank were gone. Lacy from DVC informed me that this was due to the fact that Travelex had contacted them & they had processed the claim so points were removed. Lacy told me Travelex took the points. There is absolutely nothing in the Travelex Insurance plan that states they take your points. I contacted Travelex on September 17 & spoke to Candice *** who stated Travelex did not take the points & out of the 4 claims 2 were being settled as of August 23 despite the fact that we had received nothing.Candice told me that the breakdown for 299 points for 2020 would be $1900 & $1013 for the other membership was 100 pts for 2020.Our dues combined for the membership is $3140 annually.I asked where did they get the number for the reimbursement they stated DVC.I called DVC waited on hold spoke to Jenny who put me on hold & then transferred me to Marisol who put me on hold on & off for two hours as she had side bar conversations & refused to transfer me to a supervisor & then hung up on me.DVC has no right to our pts & devalue them to insurance.

Upon multiple attempts to discuss the matter with DVC they have taken away my 70 remaining points for this year even though they were closed. I have emailed, called and then finally after waiting a day received a call from a supervisor explaining that DVC took away the 70 remaining points I had for this year--which had to be banked by August 1. I explained at length with many people (and a lot of hurt and tears) that we have lost 3 family members within a year and I was overwhelmed by these losses (now there are only 3 of us left in our whole family) and I was saving those points which I had believed DVC was forwarding to next use year because of their closures and inability to use them due to Covid. I explained that now because they have taken these points away from me because I was one month late reaching out to them, after looking on the DVC website to see if the Hawaii location was opening (my daughter is turning 16 in December and I wanted to surprise her with something positive after all that we have gone through) and that's when I noticed the missing remaining 70 points. I am devastated as I was saving those and under the assumption because Disney was closed and many, many articles, emails and new reporting about their closure and what they were doing for their loyal clients that they would be extending the points into next year. VERY SADLY, I am devastated to say that my last email correspondence with them said this: (09/06) To: [protected]@disneyvacationclub.com Subject: My Membership Member Name: *** Member Number:*** "As part of our continued efforts to provide flexibility during these uncertain times, we modified our temporary policies regarding expiring Vacation Points. April, June, August, September and October Use Year Annually Allotted Vacation Points that are set to expire in 2020 and that were used on reservations during the closure period, will be automatically banked forward into the current 2020 Use Year. Additionally, April, June, August, September and October Use Year Vacation Points that were banked into the 2019 Use Year and used on reservations that were impacted by the closure, will be extended and expire on November 30. This temporary policy only includes expiring Vacation Points that were on a reservation arriving between March 12, and the end of the closure period, and was canceled after February 29. As your remaining Vacation Points did not meet these criteria, they were not considered impacted by the closure. These Vacation Points expired on August 1." I followed up with a very lengthy hold call to Member services (almost 30 minutes) only to explain my situation with deaths, our direct affect to covid 19 (on pandemic assistance, etc.) and they said they would have someone call me back. Today, a woman called and she said only 1 in 50 years do they give exceptions and I had already had one...I explained that's when the other 3 family members died and I was between France, Florida and Massachusetts. She said the answer was "No" and that they cannot do anything further. Now I do not have enough points to take my daughter away even though their Hawaii resort among others are closed or are up and down with closures. But they are happy to send me the bill for this year...even though they took half of my points that I was saving. I am so saddened by this whole experience and what is happening in my life...that I am being punished by DVC for not putting my priority for a closed establishment to "bank" my points by the date they deem...and that I don't fit the criteria because I didn't have a prior booking...How could I possibly book when everything was closed? I really just want DVC to do the right thing and return the 70 points that I paid for with dues and membership. I cannot control the loss of 3 family members, and a pandemic only to be punished by taking away any future access to traveling (and surprising) my daughter for her 16th birthday. The whole thing is so upsetting and to be honest quite "Un-Disney" like and more corporate than customer. Please help...I am so sad.

DVC has provided inadequate phone availability to members, poor customer service, and is forcing members to "use or lose" points during the pandemic. As a member of almost 30 years I had never had any concerns with the management of the Disney Vacation Club.I understood both the need to increase member dues and the need to implement changes over the years.While DVC lost some of the "home away from home" qualities which had originally been present, I understood it is a business and that changes were necessary in order for it to remain viable and profitable.However recent developments due to COVID 19 have been unacceptable by any standards.As the initial gravity of the consequences of COVID 19 began to present themselves I thought it best to leave my DVC points unreserved allowing time for the country to adapt and for the travel industry to establish parameters in response to the impact of travel restrictions in order to protect the public health.However this mindset shifted significantly upon my receipt of an email from Terri S on May 26. Ms.S***'s email to DVC members resulted in a sense of urgency on my part in needing to speak with a Disney advisor as soon as possible, as I was concerned that there would not be adequate availability to use my points by their expiration date. I was confused as to what that date was; would the resorts be open; would travel plans be viable, would it be safe for family members to commit to travel?Would I need to scramble to plan point usage out of desperation in order to "save the points"? I began futile and desperate efforts to reach an advisor at the [protected] number. The line would lead to a rapid busy signal over and over again over the course of several hours.I continued my efforts into the evening and then the next day with no success. My efforts continued after work and again into the evening. I could not believe this inability to make contact was with the Disney company.I expected better to say the least.The line would occasionally connect to a "Welcome Home" recording and I would feel immense relief that I had finally gotten through only to then be disconnected. I was later told by a DVC employee that Disney was experiencing unusually high call volume due to questions surrounding COVID 19, and that Disney was unable to adequately respond to the increase in calls due to having furloughed employees.DVC should have been increasing the availability of staff during this challenging time but instead chose to limit the availability of staff. Making additional staff members available could have been done responsibly and safely through telecommuting and having additional staff working remotely yet Disney chose to work with a reduced staff thereby compromising DVC members' ability to secure necessary information to inform our decisions.Disney let down both their employees and their members. I dealt with several other large corporations during this same time period in both a personal and professional capacity (***; etc) and each of these companies responded efficiently, compassionately, and in a timely manner. Disney's flagrant disregard for their members was both notable and surprising; largely in part due to its stark juxtaposition with the public image Disney promotes. As a result of poor communication and lack of customer service, we hastily booked several reservations in a misguided attempt to not lose the points. On a subsequent call trying to cancel these same reservations, I was told that a DVC vacation advisor had used the wrong points for a reservation; using points from a different use year which was not in our best interest. Despite acknowledging the mistake, a supervisor said he could not do anything to resolve the issue; coldly telling me my "points had been sold" during my attempts to resolve the issue with DVC over a 2 week period. I ended up using 146 points in a Concierge Collection reservation for October , but needed to cancel due to COVID19 complications.DVC says I must use the points by the end of November .This is not possible given travel restrictions to FL and CA.