Are DVC Rentals buggin MS?

[DISNEYFOS]

I don't know if anyone else has experienced this but it was a little annoying.

We have a trip planned in October at the BCV. A friend of mine has been trying to figure out how to get her family to WDW for their kids first time and was thinking of going the same week as us.

We had a few points left over for this year so I figured..Lets see if there is any availability in a Studo for them for a few nights..

I call member services this morning and just ask "Is there anything available for a studio for the 12-18 in Oct..(for when we are going to be there) and I say I'm looking to try to have a friend join us.

Immediately, the woman says a little snippy "You know you need their full name, address and Phone #. I say..Umm, OK thats fine...I have that. I talk to this friend daily, I have her on speed dial for goodness sake.

Then I ask her about cancelation and still being able to bank..Just to make sure... if it turns out that they want to stay somewhere else or for any reason it doesn't work for them.. She totally pulls attitude saying "You know this IS a reservation!"

I kinda hung up feeling like I was being accused trying to deceive them like I wasn't being honest this was a "friend".

I don't know about others..but we bought into DVC so we could bring friends along..

Just kinda bugged me.

 

[Chuck S]

I think with the sudden downturn in the economy, some members may have had renters cancel on them without getting full payment, then maybe getting mad at Member Services if they bank points, since the 4 month banking policy went into effect this year.

 

[LIFERBABE]

Yes I have had some get snippy with me too.

This is the 2nd time in 12 months I am hosting family (free by the way, first at SSR and at HHI in 2 weeks) and they tried to give me a hard time.

I called my guide and complained and told her that they should stop selling points with the draw of family gatherings if they are going to treat you like a criminal when you try to use them for that purpose.

I did receive a call back from someone at DVC saying that should not have happened. I was really upset and I let them know it.

Now if I get someone snippy, I hang up on them and call back. They are my points and I pay for them and I am using them according to the POS. DVC wants you to buy buy buy, but then they instruct their CM's to behave like this

 

[Sammie]

Yes they are, because unlike the educated DISers that know people who rent can't call MS, other members don't or don't care, so they are still getting many calls from upset renters wanting access to their reservation. It gets old.

 

[rinkwide]

...They are my points and I pay for them and I am using them according to the POS...

At least for now.

The formation of the DVC Ministry of Point Usage will soon change all that. This new dues-sponsored board will review all reservations and void the ones it -- in it's sole discretion -- deems to be "outside the intent of the program". You'll be getting a postcard on it soon.

 

[DISNEYFOS]

I called my guide and complained and told her that they should stop selling points with the draw of family gatherings if they are going to treat you like a criminal when you try to use them for that purpose.

I did receive a call back from someone at DVC saying that should not have happened. I was really upset and I let them know it.

I should call my Guide too. I really am bothered. I started out with the plan feeling really good, excited....One that we had the points available to offer ..and Two We'd possibly be helping two young kids (2 & 5) to see Disney for the first time. We aren't doing it for compensation...

Then to made to feel like I was scamming or something...

 

[Starr W.]

At least for now.

The formation of the DVC Ministry of Point Usage will soon change all that. This new dues-sponsored board will review all reservations and void the ones it -- in it's sole discretion -- deems to be "outside the intent of the program". You'll be getting a postcard on it soon.

You don't post here enough Rinkwide.

 

[LIFERBABE]

At least for now.

The formation of the DVC Ministry of Point Usage will soon change all that. This new dues-sponsored board will review all reservations and void the ones it -- in it's sole discretion -- deems to be "outside the intent of the program". You'll be getting a postcard on it soon.

If I get a postcard, all H-E Double Hockey Sticks is going to break loose!

 

[KELLY]

I got a rude Ms last week also. She didn't even offer a waitlist. I was a little upset because we own 160 points the vacation was for us. Plus I added 100 points this weekend. I called today and got my 1 bedroom at ssr and a waitlist for akv 1 bedroom savannah. I really don't know what her issue was. I know they are busy but I was only make a reservation. I didn't complain to my guide this weekend but I probably should have.

 

[PamOKW]

MS seems to be inconsistent. Recently I've had a lady who was terrific and even helped me avoid losing points. Another time I had someone who was literally reading from a script. Maybe the extended hours have them using new folks?

No matter how annoyed they are, they really should never get snippy with a customer. Annoys me too. I had a snippy "greeter" one time at OKW -- my Irish almost came out all over her.

It's really not the guide where complaints should be sent as to dropping the quality/Member Satisfaction person an e-mail....I know someone here has that e-mail handy. If you can get the guides name and/or date and time I'm sure that will be helpful in having MS retrained if necessary.

 

[Starr W.]

MS seems to be inconsistent. Recently I've had a lady who was terrific and even helped me avoid losing points. Another time I had someone who was literally reading from a script. Maybe the extended hours have them using new folks

I was on the phone with MS for the last 7 days and got 7 very nice CM's(yes I did some day by day reservations). Though I did have one that was very obsessive about a waitlist for another trip, she brought it up like 3 times during my call.

I don't think it has anything to do with the new hours, I had grumpies with the old MS hours. I had a string of them last summer when I switched my MLK reservations(like this is way too much trouble, why don't you stay where you are). I've never had a CM ask me about going on a waitlist, I've always brought it up.

 

[alldiz]

Yes they are, because unlike the educated DISers that know people who rent can't call MS, other members don't or don't care, so they are still getting many calls from upset renters wanting access to their reservation. It gets old.

Yes.....but clearly MS in this instance was talking to a member.

WTS....I have had nothing but wonderful experiences every time I have called MS....If you get a bad apple......hang up and call back.
Kerri

 

[JimMIA]

For those who want to contact someone, your guide is really not the best person to contact.

The best folks to contact are either Member Services themselves (members@disneyvacationclub.com ), or the Member Satisfaction department (don't have their email handy, but hopefully some nice person will provide it). If you contact MS, they may refer your complaint to Member Satisfaction.

Obviously, if you have a specific complaint against a particular CM, it would be helpful to have names, dates, times, etc. Whatever you have would be helpful.

If you just want to complain about the general experience without getting someone in trouble (potentially), then playing dumb is better but you still need to fully articulate your complaint (in a nice way, of course).

Either of those offices will look into your complaint. They want members to be satisfied with their MS contacts.

 

[White_Sox_Fan]

I have recently made 3 reservations all for the same 5 day period. One for myself, one for my parents and one for some friends and the people I talked to at MS were friendly and helpful. They even asked if I wanted to request that all the rooms be in the same proximity. I think it is just hit or miss on whether you get some one who is just crabby that day.

 

[DISNEYFOS]

Just for the record. I've never had a bad experience before this either...I'm not one to put up with bad experiences..I handle complaints for a living

I was just struck by the way she thought I wasn't telling the truth about the Friend. I mean why tell me that I need to have basic information regarding my friend..Of course I would have their name, address and phone # if they were a friend. It wasn't like I would need something odd..like her SS# or something.

Just seems like it didn't need to be said. That would be my only feedback to them..don't give the random "warnings" about what basic info needed before even checking availability If people don't have that info, then the transaction can't be completed end of story...have a nice day.

 

[crisi]

Just for the record. I've never had a bad experience before this either...I'm not one to put up with bad experiences..I handle complaints for a living

I was just struck by the way she thought I wasn't telling the truth about the Friend. I mean why tell me that I need to have basic information regarding my friend..Of course I would have their name, address and phone # if they were a friend. It wasn't like I would need something odd..like her SS# or something.

Just seems like it didn't need to be said. That would be my only feedback to them..don't give the random "warnings" about what basic info needed before even checking availability If people don't have that info, then the transaction can't be completed end of story...have a nice day.

Why "of course?" - I made reservations for my sister and fortunately was sitting in front of the computer so I could look up her address and phone number - on the internet. Its on speed dial and I don't keep her address handy.

Last year I had the awkward case of not even knowing how to spell the last name of the friends of my husband's we took with us - much less having their phone number. Fortunately, they were staying in our two bedroom with us, so I could add them to the reservation later.

In fact, I couldn't tell you the phone number and address off the top of my head for any of my friends.

I think what is happening is that people call to make reservations for someone else - the CM goes to check for availability, can't complete the reservation because the member didn't realize they needed a phone number and address, the member hangs up, calls back a day later, and the availability is gone - and then they get mad at the CM. So rather than going through that, they try and be up front about the information you'll need.

 

[Chuck S]

Why "of course?" - I made reservations for my sister and fortunately was sitting in front of the computer so I could look up her address and phone number - on the internet. Its on speed dial and I don't keep her address handy.

Last year I had the awkward case of not even knowing how to spell the last name of the friends of my husband's we took with us - much less having their phone number. Fortunately, they were staying in our two bedroom with us, so I could add them to the reservation later.

In fact, I couldn't tell you the phone number and address off the top of my head for any of my friends.

I think what is happening is that people call to make reservations for someone else - the CM goes to check for availability, can't complete the reservation because the member didn't realize they needed a phone number and address, the member hangs up, calls back a day later, and the availability is gone - and then they get mad at the CM. So rather than going through that, they try and be up front about the information you'll need.

I agree that this may indeed be the case, and what the CM may have meant. I have friends that have traveled to OKW with us twice. I invited them, and wanted no compensation other than their company on the trip.

I visit these people in their home about once per week, and while I do know their cell phone numbers, and what street they live on, I would certainly have to look up their house number and "home" phone number. I never call their house, only their cells. Not everyone knows the actual addresses of their friends' without looking it up.

 

[Donald is #1]

Why "of course?" - I made reservations for my sister and fortunately was sitting in front of the computer so I could look up her address and phone number - on the internet. Its on speed dial and I don't keep her address handy.

Last year I had the awkward case of not even knowing how to spell the last name of the friends of my husband's we took with us - much less having their phone number. Fortunately, they were staying in our two bedroom with us, so I could add them to the reservation later.

In fact, I couldn't tell you the phone number and address off the top of my head for any of my friends.

I think what is happening is that people call to make reservations for someone else - the CM goes to check for availability, can't complete the reservation because the member didn't realize they needed a phone number and address, the member hangs up, calls back a day later, and the availability is gone - and then they get mad at the CM. So rather than going through that, they try and be up front about the information you'll need.

Needing the person's address and phone number is now also required for CRO reservations. I recently added a night to my November trip and since we weren't landing until 11 PM, we decided to book at Pop and then move to AKV the next day. Well I had to give my sister's full address including zip code and phone number before they would book the reservation for me.

 

[tinkerbell102]

I've always had positive experiences when dealing with ms except for 1 recent encounter. I called to try and switch a ressie over to akv and was told by this particular ms, akv is not finished yet so there are very few rooms available, forget about it until next year when its complete. I figured ok, how about bcv in oct. She then proceeded to tell me that I would not be able to touch bcv or bwv during that time because of the food and wine festivile. She then con't with nor will you be able to get anything at vwl either because of mnsshp...she would not even look up availability...just basically rattled off
to forget about everything. Left me wondering why I purchased DVC in the first place. Thank goodness this is not the norm when calling ms.