MS called today about my upcoming stay at VWL....anyone else?

Friendlyadvice2 said:
Did you ask to speak with a MS Supervisor? If not, call back and request a Supervisor as they have to connect you with the duty Supervisor if requested. Explain your situation that nothing is available for that week and it's the second highest point requirment season of the year. Ask what you're options are for staying put and state your concerns and if nothing is offered, advise of the many resolutions you are aware of from all of the data points provided on the forums. If there is something reasonable that will make you happy then let them know that. From everything I've seen they will do their best to achieve your satisfaction in a way that is fair to both you and them. We are staying Thanksgiving week with two reservations and are staying put at the lodge as we weren't interested in moving. I spoke with them regarding these reservations and two February 2016 reservations as well.
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Thanks! Disney's inconsistency on these matters drives me crazy. I dislike being told that it really is minimal and not a big deal when I know it must be because they are proactively moving people with reservations both before and after ours - just not our week because it is booked. Disney doesn't make moves like that unless they know it is going to be an inconvenience. It is frustrating. They should have a standard way of dealing with these situations instead of some kind of haphazard way that feels like playing the lottery.
 
foohpah said:
Thanks! Disney's inconsistency on these matters drives me crazy. I dislike being told that it really is minimal and not a big deal when I know it must be because they are proactively moving people with reservations both before and after ours - just not our week because it is booked. Disney doesn't make moves like that unless they know it is going to be an inconvenience. It is frustrating. They should have a standard way of dealing with these situations instead of some kind of haphazard way that feels like playing the lottery.
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To be honest, Disney does have a "standard" way of dealing with this issue, but certainly is not going to broadcast it's policy for obvious reasons. I think the haphazard appearance comes from misinformed CMs and MS reps. Supervisors have been given a certain amount of authority to resolve specific issues brought to their attention and they are doing just that. Every reservation is different and what makes the owner of the reservation happy is also different. Some were content just to keep their original reservation and not be moved. Others were content to be moved. Still others were happy to stay with some form of compensation or perk. I hope you will find a resolution for your reservation, whatever that may be, and continue to look forward to your trip as much as the day you booked it!! DVC has always been very fair to us over the years.
 
Friendlyadvice2 said:
To be honest, Disney does have a "standard" way of dealing with this issue, but certainly is not going to broadcast it's policy for obvious reasons. I think the haphazard appearance comes from misinformed CMs and MS reps. Supervisors have been given a certain amount of authority to resolve specific issues brought to their attention and they are doing just that. Every reservation is different and what makes the owner of the reservation happy is also different. Some were content just to keep their original reservation and not be moved. Others were content to be moved. Still others were happy to stay with some form of compensation or perk. I hope you will find a resolution for your reservation, whatever that may be, and continue to look forward to your trip as much as the day you booked it!! DVC has always been very fair to us over the years.
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Very well said.
 
Friendlyadvice2 said:
To be honest, Disney does have a "standard" way of dealing with this issue, but certainly is not going to broadcast it's policy for obvious reasons. I think the haphazard appearance comes from misinformed CMs and MS reps. Supervisors have been given a certain amount of authority to resolve specific issues brought to their attention and they are doing just that. Every reservation is different and what makes the owner of the reservation happy is also different. Some were content just to keep their original reservation and not be moved. Others were content to be moved. Still others were happy to stay with some form of compensation or perk. I hope you will find a resolution for your reservation, whatever that may be, and continue to look forward to your trip as much as the day you booked it!! DVC has always been very fair to us over the years.
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If supervisors are the only ones qualified to deal with this issue then when someone calls in about a VWL reservation they should be transferred to a supervisor at that point. Why should I need to ask for one specifically? And if there is one "standard" way then why were some contacted by phone and others only by mail? Why do some ask for the exact compensation another received and they are denied? I guess I fail to see any "standard" in what is being reported.
 
My understanding is that DVC MS isn't the one making these changes. Someone from Guest Services called me, not DVC.
 
Kathymford said:
My understanding is that DVC MS isn't the one making these changes. Someone from Guest Services called me, not DVC.
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I thought that was the case so I was surprised the phone number on the letter was for MS. Like I said I am loving the "standards" they must have in place for this situation.
 
foohpah said:
If supervisors are the only ones qualified to deal with this issue then when someone calls in about a VWL reservation they should be transferred to a supervisor at that point. Why should I need to ask for one specifically? And if there is one "standard" way then why were some contacted by phone and others only by mail? Why do some ask for the exact compensation another received and they are denied? I guess I fail to see any "standard" in what is being reported.
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1. If supervisors are the only ones qualified to deal with this issue then when someone calls in about a VWL reservation they should be transferred to a supervisor at that point.

Unfortunately, all MS Reps cannot be well versed in every aspect of DVC; some are obviously better than others. None of them have authority to offer perks/benefits without getting approval. Members are typically not transferred to a Supervisor unless they ask. When you discuss something with a front-line MS Rep and they put you on hold, they are polling a Supervisor in the background and the Supervisor can provide the MS Rep with approved options for you.

2. Why should I need to ask for one specifically?

Because of the nature of your call. Avoid the back-and-forth between the MS Rep and the Supervisor and deal direct.

3. And if there is one "standard" way then why were some contacted by phone and others only by mail?

The letters that were sent out were from the WL, not DVC. The letter informed those holding cash reservations to contact Disney and those holding points reservations to contact DVC with questions. Those contacted via phone were done so by the special guest experiences team (not DVC), who typically advised anyone holding a DVC reservation to contact MS to achieve any resolve.

4. Why do some ask for the exact compensation another received and they are denied?

Each reservation has different particulars and I'd have to know more details on a specific reservation to form an opinion.

5. I guess I fail to see any "standard" in what is being reported.

My interaction with MS regarding 4 different reservations impacted by this issue have all been handled the same way by four different Supervisors. "Standard" may be a relative term in its application here, but based on everything I've read that's being reported, I find it to be completely standard. Some guests are happy with resolutions that other guests would not be. They aren't going to offer you a free park hopper ticket if they can satisfy you with an extra fast pass. Again, I hope that you are able to reach an acceptable resolution to your reservation and believe that there has been a lot of information posted to assist you in doing so.
 
Kathymford said:
My understanding is that DVC MS isn't the one making these changes. Someone from Guest Services called me, not DVC.
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Correct. The special guest experiences team was tasked with making the phone calls. However, any change to a DVC reservation had to be done via MS with DVC. The guest experiences team could not even access the notes/history of my DVC reservation when they contacted me. There were some reports where the guest experiences team was able to add fast passes or one of the other small perks as long as it didn't involve changing the DVC resevation or obtaining a room folio credit.
 
foohpah said:
I got the letter in the mail late last week when we were out of town. I called Member Services (the number on the letter) and after waiting for 20 minutes basically got told sorry there is nothing they can do. We are going Thanksgiving week so there is no availability for us to switch. I explained we were planning on doing 3 park days and 2 resort days (our new standard since becoming DVC) and I have kids that love to sleep in those days and it is just not an issue for them. Really disappointed they didn't offer Fastpasses or anything else for the inconvenience. They did offer to reactivate my other waitlist that was cancelled when we got the VWL reservation - 6 nights in a standard studio at GF Thanksgiving week - like that has a snowball's chance in you know where of ever coming through. Is everyone else calling Member Services or is there some other number you are calling?
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I will be there the same time as you and I nicely told them that I was very upset that I am unable to be moved. I was put on hold twice and given two small compensations for the issue. I understand that they can't move everyone and I can deal with that but if they are doing a major overhaul of the resort I think it is only right to offer compensation for the fact that it is so late in the planning process. Especially for DVC members. Its impossible to find another resort during that holiday period 4 months out. I would call back to the guest experience team and nicely explain how upset you are. I am sure you will be compensated! Be nice but firm.
 
Good grief regarding the inconsistency of what is being offered. I really feel like I lucked out. I got a call from guest services the same day my owner did. I told him I'd take BLT, otherwise I'd stay put at VWL, but at the very least, I'd like the unrestricted FPs they mentioned. I also asked him to ask them if they'd be willing to switch me to the GF resort (obviously, the GF villas wouldn't be available Thanksgiving week). Not only did he get me switched to the GF, he got us 3 extra unrestricted FP+ per person (4 of us) for each day. I was floored that I got both. Maybe it was good timing (this is when the calls first started being made), maybe my owner has been an owner for a really long time and/or owns hundreds of points, or maybe he's just persuasive. I don't know.

elliececil said:
I called and asked tech support about the unrestricted FPs. The person, who seemed the most knowledgeable of the 3 times I called in a row to ask the same question, said how it should work is that they're prioritized. If you go to an attraction during a window where you have a regular FP booked then the regular FP should be used. If you go outside the window, or a second time during the window, then the unrestricted FP shoud be used. He did log into my account so he could see the FPs.

Of course, should be doesn't always translate to will be for Disney software.
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My owner said he was told that the unrestricted are automatically used first. MDE doesn't care whether or not you already have one scheduled for the same attraction. The example he gave was if you had a 9-10 a.m. FP for ToT and scanned the Mickey head at 9:10 (intending to use your scheduled one this time), it would use one of the unrestricted ones. So, he was telling me to schedule our regular ones later in the day/night for the same park or different park, OR just make sure we use our unrestricted for attractions we don't have scheduled ones for. Ugh. So, who out there has unrestricted FPs going on their trip first who can report back? I've tried googling and there isn't too much information out there on this.
 
Music City Mama said:
Good grief regarding the inconsistency of what is being offered. I really feel like I lucked out. I got a call from guest services the same day my owner did. I told him I'd take BLT, otherwise I'd stay put at VWL, but at the very least, I'd like the unrestricted FPs they mentioned. I also asked him to ask them if they'd be willing to switch me to the GF resort (obviously, the GF villas wouldn't be available Thanksgiving week). Not only did he get me switched to the GF, he got us 3 extra unrestricted FP+ per person (4 of us) for each day. I was floored that I got both. Maybe it was good timing (this is when the calls first started being made), maybe my owner has been an owner for a really long time and/or owns hundreds of points, or maybe he's just persuasive. I don't know.



My owner said he was told that the unrestricted are automatically used first. MDE doesn't care whether or not you already have one scheduled for the same attraction. The example he gave was if you had a 9-10 a.m. FP for ToT and scanned the Mickey head at 9:10 (intending to use your scheduled one this time), it would use one of the unrestricted ones. So, he was telling me to schedule our regular ones later in the day/night for the same park or different park, OR just make sure we use our unrestricted for attractions we don't have scheduled ones for. Ugh. So, who out there has unrestricted FPs going on their trip first who can report back? I've tried googling and there isn't too much information out there on this.
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The way it worked for us was when we were in the fp window for that ride it would take the regular fp. Other wise it would take from the unrestricted passes. This was back in June so I'm assuming it's the same now if that helps at all? Fun fact the unrestricted do have some restrictions. We couldn't use it for mine train or Anna and Elsa. There are a few more headliners they won't allow you to use it on. Just a heads up because they didn't tell us and we felt like dummies trying to use it for these attractions.

Ps you got the best consolation I've heard of! very lucky! I think it was timing!
 
Last edited:
There is a list for where you can use the FPs in MDE. Anna and Eisa and Mine Train are listed but not parades or fireworks.
 
They can't offer you a move to another resort if it is not available during your time period. I mean not like they are going to evict someone to put you in that room. So they offer what they can.

As to the GF nonDVC room, if I was that member I would be checking my points carefully to make sure they are not charged for that.

As to them knowing in advance, obviously some of you have not done even minor construction at your home. We did a few things and we had delays and changes constantly. Nothing was on schedule. If they move people too far out and the project is delayed then that is a mess to. There is no win for them.
 
julluvsdisney said:
The way it worked for us was when we were in the fp window for that ride it would take the regular fp. Other wise it would take from the unrestricted passes. This was back in June so I'm assuming it's the same now if that helps at all? Fun fact the unrestricted do have some restrictions. We couldn't use it for mine train or Anna and Elsa. There are a few more headliners they won't allow you to use it on. Just a heads up because they didn't tell us and we felt like dummies trying to use it for these attractions.

Ps you got the best consolation I've heard of! very lucky! I think it was timing!
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elliececil said:
There is a list for where you can use the FPs in MDE. Anna and Eisa and Mine Train are listed but not parades or fireworks.
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Thanks for the info -- that helps knowing you have first-hand experience and it lines up with what @elliececil said her most knowledgeable sounding CM told her. When I click on the available experiences, this is what shows for me on MDE:

Magic Kingdom® Park
So, basically everything. No interest in meeting A&E, but I guess I'm not going to count on it working for the parade, fireworks or SDMT.

As far as the compensation, I almost feel guilty about it. I was fully prepared to stick it out at VWL, but it was when I was reading that regular resort guests at WL were getting moved to GF that I got the idea when they contacted both my owner and me. If they never would've contacted us, I probably never would've contacted them. They converted the points to a regular resort room, but my owner didn't have to pay a point more. Pretty sweet. I have read on other forums (and maybe even on this one?) where people have been comped park tickets for everyone in their party. I even read where someone got moved, got park tickets, FPs, and Memory Maker.

I've never stayed at WL/VWL before and was really looking forward to during the holidays, but I can make WL happen again at some point in the future -- I don't think I'd ever be willing to pay GF prices, so this is some nice pixie dust for us. To be honest, I'm more excited about the FPs, though. Talk about making it a stress-free vacation.
 
I just rechecked mine... I don't have Disney Festival of Fantasy Parade, Main Street Electrical Parade, or Wishes nighttime spectacular. I've got second class unrestricted FPs. :-) That's ok. I'm happy for the ones I did get. Would have loved an open MK resort or park tickets or memory maker but at least we got the FPs. We're in a one bedroom and I don't want to give that up to go to a regular room with my friend and her daughter arriving in Orlando from Singapore. We'll appreciate a separate closed room with our different time schedules (12 hours off).

I'm glad you got such great compensation.
 
my reservation is not till april and I am waiting patiently to see if DVC will contact the owner or myself.... we would not have booked knowing this project was going to be in full swing. Its hard to wait though :(
 
momtwoboys said:
my reservation is not till april and I am waiting patiently to see if DVC will contact the owner or myself.... we would not have booked knowing this project was going to be in full swing. Its hard to wait though :(
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I'm wondering how far out a reservation has to be before they stop calling. We just got a call about our Dec reservation and were able to switch to BCV. We have a longer stay over spring break at the end of March (that trip is on rented points) so, even if they call, it may be awhile and would be thru the owners.
 
probably the reservations that were made before the expansion project was announced? I know we would have not booked there knowing this info. we booked before it was announced and now want to move before there is not an opening somewhere else. The guests that booked after the announcement was made public probably cant be helped. But at 11 months out this was not on our radar.
 
Since supposedly they are only moving people due to the pool construction (and closing the rooms closest to it) I would guess that they will only move people until that project is supposed to be completed and the affected rooms are put back into circulation. The Poly east pool is currently closed and (as far as I know) no one was contacted to be moved or compensated for the closure (everyone just got a letter stating there would be construction during their upcoming stay) nor did it appear they routinely did it during the poly DVC construction. Once this major pool construction that Disney is concerned about is finished then I would guess they will stop moving/compensating guests at that point-I really don't think they will continue to move lots of people at n/c and close all those villas until 2017 when all construction is supposed to be complete. So the question really is how long it will take them to complete the pool construction.
 
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