BCV Ressie changed without my approval?

[Mamiamjo]

We made our reservation for a 2B dedicated villa with 2 Queens in second room, but when we checked in they put us in a lock off (with a queen and a pull out)
When I called the front desk to tell them that this wasn't what I had reserved, first the CM told me that "All rooms had a queen and pull out in the 2nd Bedreeom"
After I told her that her information was incorrect, she put me on hold. When she came back on, she told me that the resort was recently renovated and now all the second bedrooms had a queen and a pull out. Well, I asked to speak with someone else since she wasn't helping at all. She put me on hold again, and when she came back, she said she would transfer me to___________, but that she would tell me the same thing, The next CM tried to tell me the same thing. When I corrected her that dedicated 2 bedrooms with 2 Queens were a booking category at this resort, she asked me if I had my reservation that showed this.
Well, I hadn't brought my printed reservation, so I tried to go online (another story for a different post) to the member website to pull up my reservation, I saw that it was now reflecting a 2 bedroom lock off!
I went ahead and asked for a manager, I talked to Alexis who first apologized for the difficulty and that the reservation had been changed. She mentioned that all the dedicated 2 bedrooms w/2 queens were full, but she move us tomorrow. She said that the desk would leave us a message telling us what to do to make the switch tomorrow. Well, it's tomorrow now, and haven't heard at all from the front desk, so I will call the and see what's up (I fear, they will not know what I'm talking about)

My question, is if I call MS can they track down, when and why the ressie was changed in the first place? I don't know if it will make a difference or not, but I know I didn't change it, so I'm curious as to how and why that happened

 

[disneynutz]

Deal with the issue now with the Front Desk, then contact DVC Member Satisfaction for an explanation.

Bill

 

[DebbieB]

My guess is maybe a room went out of service for maintenance. I agree with Bill, talk to Member Satisfaction after you resolve it with the front desk. Cash credits or points refunds have been reported by others for issues.

 

[LauraLea]

you do realize when you "call" the front desk you are not getting the front desk, but a call center in Tampa.

It would be best to deal with it in person at the front desk.

I had a BWV reservation changed to a HA room when one was not requested or reserved. Seems the resorts can just change the booking category at their discretion when your reserved room is not available.

Laura

 

[WsPrincess]

you do realize when you "call" the front desk you are not getting the front desk, but a call center in Tampa.

It would be best to deal with it in person at the front desk.

I had a BWV reservation changed to a HA room when one was not requested or reserved. Seems the resorts can just change the booking category at their discretion when your reserved room is not available.

Laura

I agree that you will probably get a better result if you go to the desk instead of talking to someone offsite who has no first hand knowledge. I am so sorry and I hope they make this right quickly!

 

[n2mm]

OP, sorry to hear that. Like some others, I too have had my reservations changed and like you I didn't have my paper copy with me. I've even had the opposite of yours. I was booked in a 2 br at BCV dedicated but with 1Q1SB and was very surprised when we were put in a room with 2Q.

Just last year we checked in at OKW and booked HH location but didn't get it and we had a across the street from HH location which the CM and manager tried to tell me that it was a NEW HH location--which it wasn't after I confirmed with MS after getting home. When I got on the computer I saw it had been changed to not include HH anymore. I hated being lied to.

Hope you get it resolved and write down the names of the folks you speak to. It's too bad you have to spend your vacation time doing this....it must be frustrating for sure.

 

[Mamiamjo]

Well, they switched us to the new room, which is what we were looking for. Other than the frustration and time it took, it worked out fine.
Unfortunately, I didn't write down the names of the first two CMs I spoke to, but I did note "Alexis" who was the front desk manager that helped us.
Thanks everybody for your help

 

[ELMC]

Well, they switched us to the new room, which is what we were looking for. Other than the frustration and time it took, it worked out fine.
Unfortunately, I didn't write down the names of the first two CMs I spoke to, but I did note "Alexis" who was the front desk manager that helped us.
Thanks everybody for your help

Glad it worked out, and a big THANK YOU for taking the time to let us know about the resolution. Now go have fun!

 

[kristenrice]

We made our reservation for a 2B dedicated villa with 2 Queens in second room, but when we checked in they put us in a lock off (with a queen and a pull out)
When I called the front desk to tell them that this wasn't what I had reserved, first the CM told me that "All rooms had a queen and pull out in the 2nd Bedreeom"
After I told her that her information was incorrect, she put me on hold. When she came back on, she told me that the resort was recently renovated and now all the second bedrooms had a queen and a pull out. Well, I asked to speak with someone else since she wasn't helping at all. She put me on hold again, and when she came back, she said she would transfer me to___________, but that she would tell me the same thing, The next CM tried to tell me the same thing. When I corrected her that dedicated 2 bedrooms with 2 Queens were a booking category at this resort, she asked me if I had my reservation that showed this.
Well, I hadn't brought my printed reservation, so I tried to go online (another story for a different post) to the member website to pull up my reservation, I saw that it was now reflecting a 2 bedroom lock off!
I went ahead and asked for a manager, I talked to Alexis who first apologized for the difficulty and that the reservation had been changed. She mentioned that all the dedicated 2 bedrooms w/2 queens were full, but she move us tomorrow. She said that the desk would leave us a message telling us what to do to make the switch tomorrow. Well, it's tomorrow now, and haven't heard at all from the front desk, so I will call the and see what's up (I fear, they will not know what I'm talking about)

My question, is if I call MS can they track down, when and why the ressie was changed in the first place? I don't know if it will make a difference or not, but I know I didn't change it, so I'm curious as to how and why that happened

Same thing happened to me at Kidani in 2010. I booked a 2br lockoff and was given a dedicated. I *had* the printout showing that I had booked a lockoff. I got the same "sorry, we're full until tomorrow" speech. We did move the next day, but the staff made us feel like *we* were inconveniencing *them*. After getting nowhere at the desk (they wouldn't go get the manager as I requested), I called member services. The supervisor I spoke to there immediately conferenced with the on-duty manager at AKV. We ended up with a $200 credit to our room (not needed or asked for, but appreciated) and member services even returned the 46 points back to our account.

I let member satisfaction know that there was an obvious gap in the communication between DVC member services (reservation) and the room assigners at the resorts. Apparently, that issue still has not been resolved.



Posted from DISboards.com App for Android

 

[CarolMN]

Be sure to review your points and make sure all is as you expect it should be.

Some resort personnel do not know how to correctly make changes. Be sure you don't have any points in holding (that weren't there before) or points that were borrowed in error, etc. If you do, call MS and get it straightened out as soon as possible.

Sorry you had to experience that. Hope the rest of your trip is error-free.

 

[Goofy's apprentice]

This has been a reoccurring theme for us the last few vacations. Twice I lost a Boardwalk view room at BWV's. Each time when I checked the transactions online in my account I could see that each reservation was cancelled and the rebooked. When rebooked t was done incorrectly. Once it had to do with a wait list matching. The other time no explanation.

In all the instances they did admit that it was human error.

They did try to fix it but in one scenario they never could get the Boardwalk view two-bedroom back.

 

[jekjones1558]

you do realize when you "call" the front desk you are not getting the front desk, but a call center in Tampa.

It would be best to deal with it in person at the front desk.

I had a BWV reservation changed to a HA room when one was not requested or reserved. Seems the resorts can just change the booking category at their discretion when your reserved room is not available.

Laura

Just so you understand that HA rooms can be assigned to you when they are not reserved. This usually only happens when there are no non-HA rooms left to assign. HA rooms are not left vacant if a resort is full. Over the course of a DVC membership it is likely that this will happen to all of us at some point. We have had it happen to us also. Ironically, we now need HA rooms and sometimes they are not available because the resort is full. It would be unfair, I think, to set aside rooms only for HA folks and leave those who don't need HA rooms but call earlier out in the cold.

 

[Dean]

The resort does have the right to assign you to a different room type than requested or initially reserved.

 

[NancyDVC]

As for the HA rooms. I have been assigned an HA room in the past that was not requested. That is all that was available at the time.
But it gave us an understanding of the set up in an HA.
Now with my DBF/co member needing an HA I know what to expect.
In January we went to WDW and stayed at OKW after my youngest niece's 'destination wedding' in Key Largo.
My DBF, my Mom and I had a 2 bedroom lock off HA. My sister, my other niece, her husband, 2 little ones and a friend had a first floor HA Grand Villa. Yes there is a first floor GV in OKW. The HA access is to the first floor of the GV only.
My only complaint is that while the HA GV is right across from the South Point bus stop the 2 bedroom HA is way down the road, a much longer walk especially when you are pushing a wheelchair with an impatient 86 yo in it!

We had requested that the GV and 2 BR be close together but the HA GV and the 2 BR lock off were not close. The HA villas are scattered and not necessarily in the same buildings. But it is still Disney and having the convenience of an HA unit makes up for everything else.

 

[Mamiamjo]

Just so you understand that HA rooms can be assigned to you when they are not reserved. This usually only happens when there are no non-HA rooms left to assign. HA rooms are not left vacant if a resort is full. Over the course of a DVC membership it is likely that this will happen to all of us at some point. We have had it happen to us also. Ironically, we now need HA rooms and sometimes they are not available because the resort is full. It would be unfair, I think, to set aside rooms only for HA folks and leave those who don't need HA rooms but call earlier out in the cold.

Just to clarify, our situation had nothing to do with HA rooms as neither the one reserved nor the one we received were HA. Hopefully everyone that needs a HA room will be able to get one, but our situation was that someone actually changed our reservation and put in a different booking category villa than the one we reserved 10 months ago. All has worked out in the end, but was rather frustrating especially when talking to CMs (no matter where theyre actually located) that seemingly make things up to explain the situation

 

[Sammie]

I really think that some CMs at the mixed resorts, DVC/Non really do not have a grasp of DVC, points, etc.

And some almost seem as if they look down on the members. The only problems I have ever had at the Front desk were at mixed resorts that were add on after the fact.

 

[jekjones1558]

Just to clarify, our situation had nothing to do with HA rooms as neither the one reserved nor the one we received were HA. Hopefully everyone that needs a HA room will be able to get one, but our situation was that someone actually changed our reservation and put in a different booking category villa than the one we reserved 10 months ago. All has worked out in the end, but was rather frustrating especially when talking to CMs (no matter where theyre actually located) that seemingly make things up to explain the situation

I understand. I quoted LauraLea's post. Her problem was getting a HA room.

 

[LauraLea]

I understand. I quoted LauraLea's post. Her problem was getting a HA room.

It was not just getting the HA room as it was the booking category changed on line several days before we checked in. As it turned out we were not put in an HA room since I got there early and was put in a room that was available at check-in.

Laura

 

[awilliams4]

We are checking into a dedicated 2 bedroom at BCV this Sunday. I just checked my reservation and it still shows a dedicated 2 bedroom. Sorry for your luck on this. Thanks for posting though as now I have a printed copy of my ressie.

 

[Pirate Granny]

We have a dedicated TPV at BLT and OKW...printed out my ressie too...just in case.