The DVC Rental Store

They lie. The banner on their website that pops up that says “someone just booked Polynesian villas 10/21-10/24” is incorrect. It only means someone submitted a request for it, but the reservation hasn’t been secured. If there is availability, they take so long to get back to you that over the course of those days they lose the availability that was there when you submitted the request. I also noticed on the reservations already previously discounted, they are flagging them as “Black Friday deals.” Overall, I feel like someone shady is leading the company and they are either understaffed or the employees just don’t care about doing things in a timely manner to secure a reservation.

Before the whole country was on Covid Lockdown, my family and I had decided that we wouldn't be doing Disney this year. We were able to get decent money for our banked and current use year points, and only had to make one reservation change which The Rental Store compensated us for. Being that we weren't using our points this anyway, DVC Rental Sore gave us a very simple solution taking care of all the details, while we only had to make the reservations. They also paid us promptly both for the initial reservation, the change, and the check in. If I ever needed to get rid of some extra points, I wouldn't hesitate to use their service again.

The DVC Rental Store refuses to fulfill the terms of a contract they drafted and for which they served as a mediary.The DVC Rental Store mediated and provided a contract be tween myself and another client of theirs in which I was to provide a service. (make a reservation for and amendments as requested by the other client if possible)2. The other person cancelled3. The contract states that if the client purchases an extra PPP (point protection plan) that I would be required to "Cancel and Re-book) that client a new reservation with additional payment if the cost increased.4. The other person cancelled and was not going to rebook.5. The DVC Rental Store sent me an e-mail asking me to "Do Not Cancel this reservation and Re-book" because they wanted to sell the reservation to someone else to cover the insurance that they had sold.6. I offered to "Cancel and Book" a reservation for their new customer under a new agreement, but they declined.7. The DVC Rental Store is now threatening me with legal action if I cancel the reservation or use it as I wish. The agreement states that the member always controls the reservation, yet they are trying to delay the final payment for which they are responsible as a result of selling the original client the protection plan.8. I have verified with the original client that they received their refund, and, had no intention of re-booking. As a result, the points are now mine to use as I wish. I do not have to wait since The DVC Rental Store was aware of this by August 10th. I waited beyond the 21 days that The DVC Rental Store said that the original client was allowed to alter their decision; they have not, and have relayed to me that they will not.Desired SettlementRemit the unpaid balance of $214 immediately.Business Response The Complainant entered into an agreement with the DVC Rental Store to rent his [redacted]. Part of the agreement with the Complainant was that he cancel a guest's reservation and re-book for a new guest should the original guest were to exercise their rights under our Point Protection Program [redacted]One of the Complainant's guest exercised their rights under the Point Protection Plan. The DVC Rental Store contracted with a new guest to take over the reservation as is the norm with the Point Protection Program. Complainant refused to make the changes which require him to simply change the names and contact information on the reservation. The Complainant is required to make these changes under two provisions within his Rental Agreement, (1) To make all requests for the Renter. These include but are not limited to location requests, add/delete guests and revision of contact information.", (2) "The DVC Member will be required to cancel and re-book this reservation if the Guest purchases the DVC Rental Store's optional Point Protection Plan and requests a cancellation."The DVC Rental Store has facilitated over 500 re-rentals of a reservation under the Point Protection Plan. The Complainant is the first member/client that has not fulfilled his obligations under the agreement. With over 2500 active member/clients the DVC Rental Store cannot allow individual member/clients to apply their own interpretation to how the program is to be administered. Our opinion is that the Complainant is attempting to regain the use of his [redacted] and still retain his initial payment. Under the Point Protection Program, the DVC Rental Store retains the right to continue to look for a new guest to take over the existing reservation. This right continues until the day of check-in under the original Rental Agreement. Final payment to the Complainant is not due to be made until the day of the original guest's check-in regardless of any other occurrences.Any cancellation of the original reservation by the Complainant or refusal by the Complainant to accommodate a new guest under the Point Protection Plan will be considered a failure by Complainant to honor the terms of his Intermediary and Rental Agreements. In this case, the DVC Rental Store will move to take legal action to recoup all funds ($644.00) paid to Complainant in order to protect our interests. This action will be filed in the courts of [redacted], [redacted]a which has venue under the Complainant's Rental Agreement and Intermediary Agreement. Consumer Response The Point Protection plan that the Business is referring to states that "The DVC Member will be required to cancel and re-book this reservation if the Guest purchases the DVC Rental Store's optional Point Protection Plan and requests a cancellation." I offered to "Cancel and re-book", and The DVC Rental Store instructed me not to because "They" not the original guest, wanted to sell the reservation to someone else. They stated: "Please be sure that DVC Member Services simply changes the guest information on the reservation. Ask them to be sure not to cancel the reservation and rebook it." The agreement clearly states "Cancel and Rebook".They state above: "The DVC Rental Store contracted with a new guest to take over the reservation as is the norm with the Point Protection Program." This is not in the agreement that the member and original guest agree to. The DVC Rental Store contracted with a new guest that was not requested or directed by the original guest. They can't make whatever arrangements THEY want. The member nor the original guest made an agreement with "Their "New" guest." This norm that they refer to is not supported by the agreement. It is my contention that they simply sell their PPP to guests and use new guests to cover any losses. That may work for them; but it's not what the agreement states.They also state: "Complainant refused to make the changes which require him to simply change the names and contact information on the reservation. The Complainant is required to make these changes under two provisions within his Rental Agreement, (1) To make all requests for the Renter. These include but are not limited to location requests, add/delete guests and revision of contact information." Again, the renter made no such request. I verified that with an e-mail and a telephone conversation with the original guest. They, The DVC Rental Store, the intermediary, made the request so they would not have to pay out on their PPP with their own money."The DVC Rental Store has facilitated over 500 re-rentals of a reservation under the Point Protection Plan. The Complainant is the first member/client that has not fulfilled his obligations under the agreement. With over 2500 active member/clients the DVC Rental Store cannot allow individual member/clients to apply their own interpretation to how the program is to be administered." I may be the first to actually read the agreement and the PPP. I contend by their own admission, that The DVC Rental Store has breached their own contract/agreement in order to avoid paying out on their PPP. Just because they have gotten away with it on more than 500 previous occasions, does not change what the agreement and PPP clearly state; nor does it make them right. The DVC Rental Store states "Our opinion is that the Complainant is attempting to regain the use of his [redacted] and still retain his initial payment." Their agreement agrees: "Member will always retain control over the reservation." Their PPP states "The DVC Member is guaranteed a full payout under the original reservation and will be compensated $50-$100 based on reservation size if a cancel/rebook is required." A cancellation was requested; no rebook was requested; and no guest change was made by the original guest. It seems clear that their contract states that they now owe the balance plus $50, regardless of what I do with the points.Additionally, The DVC Rental Store states: "Any cancellation of the original reservation by the Complainant or refusal by the Complainant to accommodate a new guest under the Point Protection Plan will be considered a failure by Complainant to honor the terms of his Intermediary and Rental Agreements. In this case, the DVC Rental Store will move to take legal action to recoup all funds ($644.00) paid to Complainant in order to protect our interests. This action will be filed in the courts of [redacted] which has venue under the Complainant's Rental Agreement and Intermediary Agreement." It appears to me that they are trying to control the reservation even though their own agreement states differently; and, they were only the intermediary between myself and the original guest. My compromise is to wave the $50 for the cancellation and that they pay the balance of $214 immediately. I control both the reservation and the points.Final Business Response The $50 courtesy payment which Complainant refers to is made to those members that complete the requirement to switch a Point Protection Plan reservation to a new guest. Complainant was instructed to make this change but refused. Therefore, the $50 courtesy payment is not due to Complainant and will not be remitted.Complainant has misinterpreted the portion of the Rental Agreement which reads, "Member will always retain control over the reservation." This section refers to the fact that only the member may make changes to the reservation as set forth by the rules of the [redacted] Club. Neither guest nor the DVC Rental Store do not hold the ability to alter the reservation.As an act of good faith, the DVC Rental Store is happy to allow Complainant to return all funds paid ($644.00) to him which will allow him to regain the full use of his points. Otherwise, the DVC Rental Store will exercise, until the original check-in date, it's rights under the Rental Agreement and Intermediary Agreement to look for a replacement reservation to the Point Protection Plan reservation. Any cancellation of the original reservation by the Complainant or refusal by the Complainant to accommodate a new guest under the Point Protection Plan will be considered a failure by Complainant to honor the terms of his Intermediary and Rental Agreements. In this case, the DVC Rental Store will move to take legal action to recoup all funds ($644.00) paid to Complainant in order to protect our interests. This action will be filed in the courts of [redacted] which has venue under the Complainant's Rental Agreement and Intermediary Agreement.