7 Month Window/Mean Member Service CM

[Dean]

I agree, unacceptable. However, it does make me wonder if DVC is starting to tire of the day by day booking option. You know this CM didn't just do this in a vacuum all on her own. I wonder if they would consider allowing booking the full reservation at 11 or 7 months out, maybe up to 7-10 days or so. No different in principle than the current PS reservation system. I can't think of any significant downside and there is a lot of up side for both the members and DVC. The only downside for some (upside for another) is that one not starting their reservation for a day or two later may miss out. But I'd think one is the middle of a reservation would be more deserving than one trying to start a new reservation.

 

[Beca]

I agree, unacceptable. However, it does make me wonder if DVC is starting to tire of the day by day booking option. You know this CM didn't just do this in a vacuum all on her own. I wonder if they would consider allowing booking the full reservation at 11 or 7 months out, maybe up to 7-10 days or so. No different in principle than the current PS reservation system. I can't think of any significant downside and there is a lot of up side for both the members and DVC. The only downside for some (upside for another) is that one not starting their reservation for a day or two later may miss out. But I'd think one is the middle of a reservation would be more deserving than one trying to start a new reservation.

Actually, this would hurt members who stay for shorter periods of time. I do see a possibility of a lot of abuse from this. Members will book longer periods of time (starting earlier), and then call back later and "change dates" to a later timeframe, or just cancel some earlier days. I think this could tie up a lot of rooms unnecessarily, and result in many more calls to MS.

However, I do think calling day-by-day is going to become much more of a problem for MS. I am not sure if DVC can do anthing about this, but I think in a few years...if they can, they will.

I also think the implementation of the dining plan IS making things much worse. I think renting is a great option for members who cannot use their points, but I DO feel that MS needs to start refusing to answer questions if someone other than the member calls. There do seem to be a lot of questions from renters that I find a little insulting....pool hopping and AP discounts seem to stick in my mind. Some renters do seem to be getting a little "pushy" lately (not all....some are great!!).



Beca

 

[mommyceratops]

What is day by day booking?? TIA

 

[Muushka]

snip......
She went on to say she had also received numerous calls from Renters that have rented but not come to WDW yet, wanting info about views, perks for members such as the ticket discount, dining plan, use of pools, valet parking, and would they make ADRs for them.

AAAAARRRGGGGHHHH Stop the madness!!!!

 

[DebbieB]

What is day by day booking?? TIA

You can book 11 or 7 months from your checkout day. So if you are staying Feb 4 to Feb 10, you could call for your entire reservation on March 10 at your home resort. If you wanted to use day by day, you could call for Feb 4 on March 5 (Feb 4 checks out on Feb 5), Feb 5 on March 6, etc. This gives you a better chance that the earlier dates in your reservation will not be soldout by the time you complete the reservation. For example, if you called on March 10, it's possible Feb 4 would already be soldout.

 

[jarestel]

However, I do think calling day-by-day is going to become much more of a problem for MS. I am not sure if DVC can do anthing about this, but I think in a few years...if they can, they will.

Hmmm... Let's see. The salaries of DVC CMs are paid by members, and the phone bills are paid by members. What's the big deal? If the reservations CMs aren't on the phones helping members book reservations, then we don't have a need for as many of them. I think they ( CMs ) should be careful what they wish for...

I was under the impression that MS exists to assist the members, not the other way around. If someone wants to call every day and ask MS questions, well, that's what the CMs get paid for. I don't see DVC ever putting restrictions on when members are "allowed" to speak to MS.

 

[Dean]

Actually, this would hurt members who stay for shorter periods of time. I do see a possibility of a lot of abuse from this. Members will book longer periods of time (starting earlier), and then call back later and "change dates" to a later timeframe, or just cancel some earlier days. I think this could tie up a lot of rooms unnecessarily, and result in many more calls to MS.

However, I do think calling day-by-day is going to become much more of a problem for MS. I am not sure if DVC can do anthing about this, but I think in a few years...if they can, they will.

I also think the implementation of the dining plan IS making things much worse. I think renting is a great option for members who cannot use their points, but I DO feel that MS needs to start refusing to answer questions if someone other than the member calls. There do seem to be a lot of questions from renters that I find a little insulting....pool hopping and AP discounts seem to stick in my mind. Some renters do seem to be getting a little "pushy" lately (not all....some are great!!).



Beca

It's a trade off of course. But I feel the positives to the system AND the membership outweigh the minimal downside. BTW, there is precedence with the lottery and special season preference list.

 

[LIFERBABE]

I also think the implementation of the dining plan IS making things much worse. I think renting is a great option for members who cannot use their points, but I DO feel that MS needs to start refusing to answer questions if someone other than the member calls. There do seem to be a lot of questions from renters that I find a little insulting....pool hopping and AP discounts seem to stick in my mind. Some renters do seem to be getting a little "pushy" lately (not all....some are great!!).

Beca I totally agree! Adding the Dining Plan has opened the flood gate to DVC rentals. These are people that never even considered DVC before and dont understand how it works at all. For the record, I have rented points but would gladly stop if it starts to negatively impact the membership as a whole.

DVC has always stated that rentals are a private transaction that they want no parts of it. But who do you think a renter will call if for some reason their reservation is cancelled? Not their lawyer, but MS and they would insist they do something about it because they paid their money! Members should be more responsible for the people they rent to, and renters need to understand that they have agreed to give up a certain amount of control and that MS is not CRO or WDTC.

We as members really should address these issues before we all make things worse and negatively impact our memberships and benefits.
You see what has happened on the Resorts side, and is one of the reasons we have this influx of renting, because they have manipulated that system into oblivion and now are looking to DVC en masse.

To the OP, I have never heard of booking daily being against the rules. And that CM should be disciplined for her rude treatment. And I do understand that you are member, and should not have been treated that way.

 

[DiznEeyore]

I've been scolded by a MS CM for booking day by day before. She was genuinely annoyed that I was doing that, even though when I spoke to her, I was actually booking several nights at once, as it was a Monday (and obviously we can't call on Sat. & Sun.). I informed her that I was totally within my rights to do that, and I was *terribly* sorry if it inconvenienced her to do her job by adding to my reservation.

Fortunately, I did the satisfaction survey at the end of the call, so I was able to rate her "service" appropriately.

 

[Beca]

It's a trade off of course. But I feel the positives to the system AND the membership outweigh the minimal downside. BTW, there is precedence with the lottery and special season preference list.

I think I understand the lottery, but what is the special season preference list?

TIA,



Beca

 

[Luigi's Girl]

Only once in the many times that I have called MS have I had a CM that was let's say "a little off". What I always do is mark the date and time and the CM's name and write down all the information that transpires during the phone call. One particular time I had a CM that I felt went above and beyond and was so impressed with him that I asked him who I could speak to to express my gratitude. I was immediately transferred to a supervisor or manager who said they always appreciate feedback from members. I know if I was ever treated badly I would do the same thing and report my dissappointment just the same.

 

[lat]

I talked to Wendy today and she was SUPER nice. I wonder if someone at MS read this thread and spoke to her

 

[Dean]

I think I understand the lottery, but what is the special season preference list?

TIA,



Beca

For several years, I think the last year was 2000. One could get on the preference list for the chance to make high demand reservations ahead of others. I think they only did this for the xmas season. Both the lottery and preference list are addressed in the POS.

 

[boatboatboat]

OP: "I paid some big bucks for this place. "

Just my 2 cents, but IMO it would be safe to say the DVC member was showing some serious attitude, when he was calling in.

 

[rinkwide]

DVC guests (renters or otherwise) whose names appear on the reservation are allowed and encouraged to call MS with inquiries about any number of things, including: Magical Express, Dining Plan, ADRs, etc. It would be completely impractical to expect the member of record to act as a go between in arranging such things.

 

[mathmagic]

I talked to Wendy today and she was SUPER nice. I wonder if someone at MS read this thread and spoke to her

It could have been a different Wendy...

 

[szymcl]

First, let me say I have never had a bad experience with anyone in member services, but I have only been a member for 2 years. However, before I bought into DVC, in dealing with central reservations, I often got cast members with not the most pleasant personalities. I could tell pretty quickly that they were not going to be very helpful and magical so, I would end the call and call back. I ALWAYS got someone better the second time. I do this with call centers in general. Usually it helps because they have so many employees, you will probably not get the same person twice.

 

[sallyjane]

I am a first time renter and I emailed my owner with my flight info for the ME and asked to be put on the ddp. Two weeks later I called MS to confirm the ressie only to find out that ddp and ME had not been added. MS was very helpful in adding those things. I hope that no owners feel that I am out of line by doing this. I realize that my owner just forgot to add those things for me but If I was not able to have access to MS to check on those things I would not feel comfortable renting. Hopefully one day I will be a member and will remember what it felt like to be a lowly renter. Luckly I have the disboards and the wonderful people here to answer all of the many questions I have had about renting and everything else Disney so I will leave MS alone.
Thanks

 

[MinnieGirl33]

I don't understand how non members are getting away with using this Members only 1-800 number and getting answers to anything when they are not a member?

I was wondering about this too until I realized that the MS # is printed at the bottom of the confirmation. So, if the owner gave the renter a photocopy of the confirmation... there you go.

Like you, I don't get why the conversation even gets beyond "Your member number please? Not a member? I'm terrribly sorry but I am unable to give you any DVC specific information & will gladly transfer you to CRO for any questions. Thank you & have a nice day." End of discussion.

 

[crisi]

DVC guests (renters or otherwise) whose names appear on the reservation are allowed and encouraged to call MS with inquiries about any number of things, including: Magical Express, Dining Plan, ADRs, etc. It would be completely impractical to expect the member of record to act as a go between in arranging such things.

If you book DCL through a travel agent, DCL won't talk to you about any of these things - everything needs to go through the travel agent. There are things here which it would increase the errors not to have the renter do (Magical Express), but I don't see why a renter should be using MS to make ADRs (I don't use MS to make ADRs) - they should use Disney Dining. It doens't seem impractical to ask the member to make Dining Plan arrangements, that one isn't tough (though I don't think the Dining Plan should be available to non-members - that should be a "requires blue DVC member card" perk).

I'd expect the ME problems to diminish once Disney starts charging for the service.