Be careful what you wish for with member services!

[cvjw]

Just a quick word of warning of what member services can do to your points and reservations without you even asking! We check into BLT on Sunday for 8 nights in a 2 bedroom lakeview villa. Online check in wasn't working, so I called member services to see if they could figure out what was going on. The CM that I got was very nice and helpful, and tried to change the names around on the reservation, with no luck. I kept telling her not to do anything to risk my reservation, because it could not be gotten back at this late date.

Well, you can guess what happened next. The CM put me on hold for a very, very long time. When she finally came back, she informed me that she and a supervisor had decided to cancel my reservation (against my wishes), and a computer glitch happened, causing 402 of my points and my 8 night reservation to disappear. She then told me not to worry, my reservation was being held in a developer account, she was emailing Disney IT to figure out what happened, and someone would call me in a few days. This happened yesterday, and we leave for Orlando tomorrow. If I listened to her, we would get to Orlando with no reservation number and no points - nothing to prove that we had a BLT reservation. I politely and forcefully told her that this was unacceptable, and to get someone on the phone pronto that could fix my problem.

Fast forward to 2 hours on hold, and my reservation is back. They told me that they had to do a "temporary fix" because my points were still missing, so Disney IT will still be investigating what happened. I made the manager verbally go over my points over the phone so that we can pull the tape of the phone call if my points get messed up further.

Lesson learned for me - only call member services for big things - I would much rather had my original reservation and not be able to do online check in than what transpired. It was a nerve wrenching 2 hours that did not have to happen.

 

[disneynutz]

You are lucky, we have had them take 2 weeks to fix one of our point problems. Good luck and have a great vacation.

Bill

 

[2binak]

I'm so sorry that you had to go through all of that as a result of a very simple question. I would have been through the roof!!!!!!

I hope all goes well with check-in and that you have a fantastic trip!

 

[rmnelson]

That sucks that this happened to you but thanks for the heads up. I haven't actually used my DVC points to go to DWD yet (have gone through concierge collection only so far) but will be in the next couple years so I appreciate the guidance.

 

[kristenrice]

Thank you for posting this. We arrive at OKW in just over 2 weeks. We have a complicated reservation and I am praying that it is all correct at check in. I was considering giving them a call and confirming that everything is in order, but now, I don't think I will chance it.

Here's how our reservations look...


Travel Plan #4xxxxxxxx133
Disney's Old Key West Resort
2 Bedroom Villa
June 16, 2012 - June 23, 2012
Total Vacation / Reservation Points Used None

First of 4 Accommodations in Travel Plan

**This is actually 2 rooms on June 16 AND 2 rooms on June 22...it is NOT a full 7-night reservation. The "4 Accommodations in Travel Plan" refers to 2 nights in each 2BR. This was the part that was booked with cash.**

Travel Plan #4xxxxxxxx188
Disney's Old Key West Resort
2 Bedroom Villa
June 17, 2012 - June 22, 2012
Total Vacation / Reservation Points Used 200

One Accommodation in Travel Plan



Travel Plan #4xxxxxxxx172
Disney's Old Key West Resort
2 Bedroom Villa
June 17, 2012 - June 22, 2012
Total Vacation / Reservation Points Used 200

One Accommodation in Travel Plan

I was told that the reservations are listed as "Travelling With" and that it is noted that they are a contiguous 7-night stay. I was assured that we will not have to switch rooms because they see it as a single reservation. I was thinking about calling the resort directly, about 3-4 days out, to make sure that they are clear on the situation. I don't know when the room assigners receive the information from DVC, but it would sure ease my mind to talk to someone at the resort before we actually get there.

 

[Candace]

OP - please let us know if all went well at check-in!

 

[Goofy's apprentice]

I feel for you! After many years of no problems we have had problems in each of the last two reservations. This March, without me even calling in, my boardwalk two-bedroom was 'lost' and replaced by a garden view. I discovered it by accident! They were never able to correct the error. Instead they gave me a studio and a one-bedroom facing the 'village green'.

Our fall trip was mysteriously cancelled and rebooked a week before the vacation and all our requests were lost.

My trip for this fall, I wanted two one-bedrooms. Booked one for a week at BWV and wait listed for the next one ( a few days were missing). Clearly indicated that I needed both reservations. When the wait lists came in they cancelled the first reservation. This one they managed to fix.

In all the cases, we ended up talking to supervisors and they did indicate that all issues were human error, not the system.

Hoping that things improve but at this point I check my points and reservations often.

 

[pyrxtc]

Good luck ! I've had it happen "after" I checked in. I checked in to AKV's at the hotel and they gave me the "we will text you your room # " thing and we went to the parks. After 6:30 I called about our room and was told that I didn't have a reservation, it had been canceled by me. I left the park and went back to the hotel to fix this. When I got there I still had no reservation in the system. I had booked a 2 bed concierge. It took over an hour to get my room back and at first they told me they had already re-booked my room. I was near in tears before they finally figured it out.

 

[JKMJ441724]

OP - are you there? Did you have any problems once you got to the resort??

 

[DisDadMatt]

Hope it all worked out.

For my first stay at BLT, I had a problem that took over an hour to resolve. We originally were booked into a one bedroom by our Guide and Member Services. We had to change the date and we were able to push it back with one problem. The first night only had a studio and then next 5 nights had the one bedroom. So we wait listed. Months and months and months went by and it never came through. Fast forward to the week before, I get a supervisor on the phone and am told it is still wait-listed but she was checking every day to see if she could get us the 1st night in the one bedroom.

I show up to check in and they say you are confirmed for 6 nights in a studio and congratulations your room is ready. I say thanks but no thanks it is supposed to be 1 night in the studio and 5 nights in the 1 bedroom. Of course I have a newer cast member and I explain to her what had happened and that they were going to get me into the 1 bedroom. She calls over a supervisor in the front and they show there is no availability so they don't know what is going to happen. Of course I am not happy.

She calls "backstage" not Member Services and says there was a note in the system to put me in the 1 bedroom for 6 nights but somehow it got confused and changed to studio. This was after she tried to convince me that they were upgrading me to a grand villa. I was like, i'm sure that is not possible. Ill just take the 1 bedroom please.

So then they get on the phone with "backstage" and member services. 60 minutes (I kid you not) still at the front desk with no answer. Wife and kids in the car waiting. Finally they worked it all out and put me into a 1 bedroom but that is wasn't ready yet. Not a problem at this point. After all is said and done they would text us. We park the car after we unloaded everything with Bell Services, and walk over to Magic Kingdom. We are not even past main street and I get a text and a phone call letting me know the room was ready.

After the vacation we mysteriously had points left even though we shouldn't
of had any? After I inquired I was told that because of the mistake the one night studio was credited back and never changed to the 1 bedroom so we basically got it for free. I was speaking to the original supervisor whom I was working with at the beginning. She was so helpful and friendly!

I just wanted to share my story that it was a very trying 1st "Welcome Home" we have no room for you at the inn and everything worked out. I just hope that no one else got bumped because I was told during this whole ordeal there were NO 1 bedrooms available in any view but they miraculously found one!

 

[kehlyrsmom]

Thank you for posting this. We arrive at OKW in just over 2 weeks. We have a complicated reservation and I am praying that it is all correct at check in. I was considering giving them a call and confirming that everything is in order, but now, I don't think I will chance it.

Here's how our reservations look...


Travel Plan #4xxxxxxxx133
Disney's Old Key West Resort
2 Bedroom Villa
June 16, 2012 - June 23, 2012
Total Vacation / Reservation Points Used None

First of 4 Accommodations in Travel Plan

**This is actually 2 rooms on June 16 AND 2 rooms on June 22...it is NOT a full 7-night reservation. The "4 Accommodations in Travel Plan" refers to 2 nights in each 2BR. This was the part that was booked with cash.**

Travel Plan #4xxxxxxxx188
Disney's Old Key West Resort
2 Bedroom Villa
June 17, 2012 - June 22, 2012
Total Vacation / Reservation Points Used 200

One Accommodation in Travel Plan



Travel Plan #4xxxxxxxx172
Disney's Old Key West Resort
2 Bedroom Villa
June 17, 2012 - June 22, 2012
Total Vacation / Reservation Points Used 200

One Accommodation in Travel Plan

I was told that the reservations are listed as "Travelling With" and that it is noted that they are a contiguous 7-night stay. I was assured that we will not have to switch rooms because they see it as a single reservation. I was thinking about calling the resort directly, about 3-4 days out, to make sure that they are clear on the situation. I don't know when the room assigners receive the information from DVC, but it would sure ease my mind to talk to someone at the resort before we actually get there.

Posted from Disboards.com App for Android

 

[cvjw]

OP here, thanks for all of the kind words. All went smoothly at check-in, they did have a villa for us! The only negative thing was that our room requests that went along with the first reservation were lost. I had not thought about putting any requests with the new reservation, I was just so thrilled to have a place to sleep. We always request even numbered villas, and were assigned an odd numbered one. After 2 stays in an even numbered 2 bedroom, we decided we much preferred that villa to the odd numbered one. The odd numbered villa seemed smaller, and the balcony was unusable most of the day from the noise coming from the pool area.

I did send an email to DVC member satisfaction to let them know about their computer glitch. I received a nice call back, and a refund of 1 nights points for my stress, which I thought was a nice gesture. DVC was not aware of this particular computer glitch, and the points that were lost just showed back up in my account, almost 3 weeks after they vanished!

 

[kristenrice]

Posted from Disboards.com App for Android

We ended up having to check in 3 times, once for each segment. We ended up receiving 3 visits from mousekeeping and 45 total room keys. We also had some of our room charges "disappear"...to the tune of almost $1000 that never showed up on our final folio. They insisted that it was because they'd "merged" our rooms and reservations. Our total owed was showing about $360 but there was almost $1000 in charges that we had receipts for that were not showing on our bill. This was a HUGE issue because my dad had $1000+ in gift cards to use towards those charges. He did not want it charged to his credit card because that would leave him with $1K in gift cards AND a $1K credit card bill. It took the manager almost 2 hours to straighten everything out. Disney's computer system is horrible...

 

[cvjw]

Disney's computer system is horrible...

AMEN! Glad everything worked out in the end for your trip - Disney can make some trips more difficult than others! I think we ended up with more room keys than you on our trip to Kidani Village last year!

 

[kristenrice]

AMEN! Glad everything worked out in the end for your trip - Disney can make some trips more difficult than others! I think we ended up with more room keys than you on our trip to Kidani Village last year!

Well, we had 15 people in 2 rooms on a total of 3 separate reservations. If they could have just linked the reservation in *all* of their systems, it would have made life much simpler.