Aulani disappointed turned into success

[living20057]

I booked our two week Aulani stay at the 11 month window in a studio. I wanted to stay in 1 bedroom a few nights, but I didn't have enough points. At the 7 month window I tried to change a nights to 1 bedroom but it was sold out. I have been checking daily on the online booking window. At last I found two consecutive nights Since member services was closed, I borrowed the points and made the bookings. I contacted member services yesterday morning only to found out that they can not take a few days out of my reservation. In order to make any changes, they have to release my complete reservation, and start a new. Once the reservation is release there is no way to hold on to it, it would go directly to the waitlist guest Since I borrowed the points, Im not stuck with 88 points that I will need to use by Jan

Luckily she suggested that I talk with a supervisor about letting my points go back to the original use year. I had no idea that the switch couldn't be done. I was originally told that I could switch room sizes. While speaking with the supervisor two nights in 1 bedroom ocean view at the start of my vacation opens The supervisor was able to take the beginning dates ( even though the previous member service rep said it couldnt be done) off and move it to the 1 bed then moving to a studio for rest I would have preferred the 1 bedroom at the middle or end so that I could wash clothes and make few dinners, but I am happy

 

[mickeychickie]

I booked our two week Aulani stay at the 11 month window in a studio. I wanted to stay in 1 bedroom a few nights, but I didn't have enough points. At the 7 month window I tried to change a nights to 1 bedroom but it was sold out. I have been checking daily on the online booking window. At last I found two consecutive nights Since member services was closed, I borrowed the points and made the bookings. I contacted member services yesterday morning only to found out that they can not take a few days out of my reservation. In order to make any changes, they have to release my complete reservation, and start a new. Once the reservation is release there is no way to hold on to it, it would go directly to the waitlist guest Since I borrowed the points, Im not stuck with 88 points that I will need to use by Jan

Luckily she suggested that I talk with a supervisor about letting my points go back to the original use year. I had no idea that the switch couldn't be done. I was originally told that I could switch room sizes. While speaking with the supervisor two nights in 1 bedroom ocean view at the start of my vacation opens The supervisor was able to take the beginning dates ( even though the previous member service rep said it couldnt be done) off and move it to the 1 bed then moving to a studio for rest I would have preferred the 1 bedroom at the middle or end so that I could wash clothes and make few dinners, but I am happy

I know sometimes it's all about the person you get on the other end of the phone which makes a huge difference - I've made back-to-back phone calls for the same issue where the first Vacation Rep can't help (or won't try), and the one right after does wonders - glad your story turned into a happy one I'll be there, myself end of July and can't wait!!

 

[CarolMN]

I booked our two week Aulani stay at the 11 month window in a studio. I wanted to stay in 1 bedroom a few nights, but I didn't have enough points. At the 7 month window I tried to change a nights to 1 bedroom but it was sold out. I have been checking daily on the online booking window. At last I found two consecutive nights Since member services was closed, I borrowed the points and made the bookings. I contacted member services yesterday morning only to found out that they can not take a few days out of my reservation. In order to make any changes, they have to release my complete reservation, and start a new. Once the reservation is release there is no way to hold on to it, it would go directly to the waitlist guest Since I borrowed the points, Im not stuck with 88 points that I will need to use by Jan

Luckily she suggested that I talk with a supervisor about letting my points go back to the original use year. I had no idea that the switch couldn't be done. I was originally told that I could switch room sizes. While speaking with the supervisor two nights in 1 bedroom ocean view at the start of my vacation opens The supervisor was able to take the beginning dates ( even though the previous member service rep said it couldnt be done) off and move it to the 1 bed then moving to a studio for rest I would have preferred the 1 bedroom at the middle or end so that I could wash clothes and make few dinners, but I am happy

Glad it worked out for you.

Just to clarify -

MS can drop a night (or nights as long as they are consecutive and) at the beginning of a reservation without losing the rest of the reservation. MS can do the same for a night (or consecutive nights) at the end of a reservation.

MS cannot drop a night or nights in the middle of a reservation without releasing the entire reservation and starting over. This can result in losing nights if there are waitlists. It isn't a problem if there is still availability for what you want to reserve.

Perhaps not all of the CMs are fully trained in this area.

 

[Breyean]

Just the other day I added a night to the end of an existing reservation by booking it on line.

It was at VGC in July, and the date popped up as open so I grabbed it. MS was already closed for the day.

Next morning I called MS to ask to combine the two reservations (both for studios), but the CM couldn't do it herself since there were no other studios available for those dates. So she had to have a supervisor do it because, as the pp said, they can't hold rooms while they make changes and you risk someone else getting it while they try to change things.

Took maybe 5 minutes, but the supervisor was able to do it. I asked the CM if I had done anything to make it more difficult and she said no, I did the right thing by grabbing the room and calling. She said supervisors have access to more pixie dust than she does and it wasn't a problem.

 

[living20057]

Thankfully supervisors do know more about reservation changes. I am learning quickly.

 

[bumbershoot]

Thankfully supervisors do know more about reservation changes. I am learning quickly.

I imagine it's more about having *permission* to do it. DH and I have worked in customer service before, and often the normal reps simply do not have access to the "tools" to do certain things.