Yesterday marked major announcements for Disney properties around the United States, so it was only a matter of time before Disney Vacation Club would follow suit. Disney Parks & Resorts issued a statement that Disney World, Disneyland, Aulani, the DVC Vero Beach resort, and the DVC Hilton Head resort, would be closed indefinitely.
In addition to the official Disney statement, the U.S. Department of Defense confirmed that they will be temporarily closing their Walt Disney World property, military resort Shades of Green, until May 15, 2020. Finally, Adventures by Disney canceled almost all scheduled trips through the end of May. Today, Disney Vacation Club released the following letter from Senior VP, Terri Schultz:
I know the last couple of weeks have been a challenge for all of us. As we navigate the rapidly changing COVID-19 environment, we continue to make decisions focused on the health and wellbeing of our Members, Guests and Cast Members. Today I want to share another update with you.
As a result of this unprecedented pandemic and in line with direction provided by health experts and government officials, Disneyland Resort and Walt Disney World Resort will remain closed until further notice. This closure affects all Disney Vacation Club properties, including Disney’s Vero Beach Resort, Disney’s Hilton Head Island Resort and Aulani, a Disney Resort & Spa.
During this temporary closure, it is our priority to continue providing you with helpful and efficient service, even as the majority of our Cast Members are working remotely, including those in Member Services and Member Accounting.
Until the decision is made as to when the resorts will reopen, all reservations scheduled for arrival during the closure time will be automatically cancelled by Disney Vacation Club on a week-by-week basis. Members do not need to cancel the reservation online or contact Member Services. In light of the unusual circumstances and to provide more flexibility, Disney Vacation Club established a temporary cancellation policy to supplement our existing cancellation rules. Details include:
Vacation Points returned due to a cancellation of a resort reservation will not be placed in a holding account and will be returned to the current Use Year. This applies to all reservations checking in within the next 30 days.
When a reservation involving Borrowed Points is cancelled, the Borrowed Points will be returned to the Use Year they were borrowed from. This applies to all reservations regardless of arrival date. Please allow up to 15 business days for this process to be completed.
The following existing cancellation rules continue to apply:
Reservation Points returned due to a cancellation of a Disney Collection Resort reservation will be returned as Reservation Points to the current Use Year.
Reservations made with points Banked from the previous Use Year will be returned as Banked Points to the current Use Year.
One-time use Points will be returned to the current Use Year as one-time use Points.
In addition, some Members may have questions about reservation cancellations involving Points that are set to expire soon. At this time, we are evaluating the banking and expiration policy and the use of certain Points impacted by the closures. As a part of our evaluation process, we need to be considerate of the impact any changes could have on future inventory availability for the Membership overall. A decision will be made when we better understand how long COVID-19 will impact our operations.
As we anticipate high call volume in the days ahead, we encourage you to use the Disney Vacation Club website for general information – and we ask that you contact Member Services only if you need assistance with an existing reservation. Any Member who would like to book a new Disney Vacation Club Resort reservation or modify an existing reservation may do so through the Member Online Booking Tool.
We realize that disruptions related to COVID-19 are altering your family’s vacation plans, and we thank you for your understanding during this unprecedented time. It is our commitment to stay focused on serving you with ongoing communication and updates.
We look forward to “welcoming you home” as soon as we can.
Senior Vice President
Disney Vacation Club, Guided Adventures & Expeditions and Golden Oak”
In the lengthy notice, Schultz points out several key changes to Disney Vacation Club policies. She states, “Until the decision is made as to when the resorts will reopen, all reservations scheduled for arrival during the closure time will be automatically canceled by Disney Vacation Club on a week-by-week basis.
Members do not need to cancel the reservation online or contact Member Services.” Normally, DVC members are required to verify cancellations by calling a representative or logging into their Disney Vacation Club portals.
Schultz also informed Disney timeshare members that “Vacation Points returned due to a cancellation of a resort reservation will not be placed in a holding account and will be returned to the current Use Year. This applies to all reservations checking in within the next 30 days.
When a reservation involving Borrowed Points is canceled, the Borrowed Points will be returned to the Use Year they were borrowed from. This applies to all reservations regardless of arrival date. Please allow up to 15 business days for this process to be completed.”
Finally, the Senior VP indicated that the Disney Vacation Club executive team is currently evaluating how to deal with points that are set to expire in the near future. Members of Disney’s timeshare program can expect a clearer picture once the team knows how long the current global pandemic will impact DVC resorts’ operations.
Members were urged to anticipate high call volumes if they contact DVC customer service in the upcoming days and weeks. Although this release answers many pressing questions for Disney Vacation Club owners, the Inside the Magic team will provide additional updates if more information becomes available.
Are you a DVC member? Tell us what you think about this update from Disney Vacation Club in the comments!