Disney Hotels open June 22 but the parks do not open until July 11. I cancelled my DVC reservation for June 25-July 4 because of the parks being closed and concern over COVID. I was advised by Member services this weekend that they would not give my points back and that I can not bank them. They said the Hotel is Open on those days and since you cancelled your reservation you are out of luck and loose your points. This is really not fair, if the parks are not open, why would I go there and stay at the hotel. I was told that that was their policy.
What Disney did to me as a member on this issue, is simply not right. I have been a DVC member since 2007, I own 3 contracts. My family has spent thousands of dollars visiting their parks and hotels over the years and this is how they treat their members. I am so mad about this issue, I am nearly to the point of being done with Disney and my DVC.
Does anyone have any suggestion on who or where I should contact to give Disney one last chance to make this right?
Have you been getting the emails from DVC? If you don’t have an updated email on file with them, and your communication preferences set properly, it’s possible that you didn’t. These same updates were also published on the member website as they were rolled out.
March 13 - an email went out to members alerting them to resorts closures. Members are told that holding penalties would be suspended if they should decide to cancel a reservation set to begin in less than 31 days.
March 16 - another email went out, this time to clarify that while holding penalties have been suspended, all banking rules remain in place.
March 28 - an email went out stating that if a reservation using borrowed points is cancelled, regardless of arrival date, the borrowed points will be returned to their original UY. In addition, Reservation Points used for Disney Collection hotels would be returned as Reservation Points, banked points from the previous UY would be returned to the current UY, and any OTUPs would be returned to the current UY. Management was also exploring options as to what could be done for members with points expiring during the closure.
April 25 - an email went out alerting members with April and June UYs that if they had used 2019 points for a reservation that fell during the closure, those points would be extended one year from their current expiration date. No other UYs were added at this time. In addition, any 2018 points that had been banked into April or June 2019 UYs and used for reservations affected by the closure would be extended for 6 months from their current expiration date. DVC also declined to extend their expiring developer points. Members were also advised in this same email that in order to accommodate these extensions, all vacation club members would be restricted from borrowing more than 50% of the points per contract in order to make any future reservations.
May 27 - an email went out regarding planned health and safety precautions for the re-opening of resorts. August, September and October UYs are added to the list of exceptions for current UY and banked points affected by the closure. The expiration of all 2018 banked April, June, August, September, and October UY points used for reservations during the closure was set to November 30, 2020. Current points from those affected UYs and used for a reservation affected by the closure were given an extension of one year beyond their current expiration date.
Unfortunately for you, none of those extensions apply because your reservation falls at a time when the resort is open. So, while DVC is doing what they can to assist those members who had no choice when their reservations were cancelled by DVC, they are not doing the same for those who choose to cancel while the resorts are open. Phone CMs are being directed not to make exceptions.
