Borrowed too many points and have the wrong dates!

[katmittens]

Had to change our vacation from June to May. Called MS and was able to get 2 bedroom HH at OKW for the five nites. As she was cancelling my June trip (had to use those points for May trip) she lost one day when she went back to make the reservation. I was so MAD. She put me on hold for quite a long time and when she returned she said she called OKW and they could not do anything. She put me on the waitlist for the one nite. I was so upset. She told me she will check for me daily. She said she keeps track of certain reservations and tries them every day. I have never heard of this.
After all of this I did make a one day at OKW not HH for the one nite with the other nite waitlisted. Could not get all five nites at non HH area either.
I look at the dates later after MS closes and realize it is the wrong dates by one day. I said to her May 17 on Sunday and she said yes, but May 16 is Sunday, so now I may be on the waitlist for two days. I am so upset. I have never had such a bad time. Wish me luck for tomorrow when I call at 9. Now I will have to bank some of my poiints since I borrowed too many.

 

[disneynutz]

Call back tomorrow and ask to speak to a Team Lead. Explain the situation and maybe they can work some magic. At minimum, they have the ability to adjust your points.

You should also contact Member Satisfaction and share your frustration. I have complained a couple of times about the Advisers not being able to hold inventory while they input your reservation. We have had the same thing happen to us twice.

Bill

 

[DISNEY FIX]

he Advisers not being able to hold inventory while they input your reservation.
Bill

I didn't think they had the ability to do that when rebooking a room, am I mistaken?
Having a good time?

 

[disneynutz]

I didn't think they had the ability to do that when rebooking a room, am I mistaken?
Having a good time?

That's my point, they should have the ability to hold inventory while they complete the reservation. The Team Leads do, so why not give the same ability to the Advisers?

Bill

 

[DISNEY FIX]

That's my point, they should have the ability to hold inventory while they complete the reservation. The Team Leads do, so why not give the same ability to the Advisers?

Bill

Amen. I think most of us have been on the wrong end of the appearing then dissaperaing ressie.

 

[katmittens]

Called MS this morning and got a great CM, Michele, She went and made the reservation, by cancelling the last day which was the wrong day and putting a day on the beginning of the reservation. Now I had OKW 2 nites Non HH and 3 nites HH, so I had five nites and the correct nites. Then she went and did all five nites non HH area, so now I at least do not have to move. I wanted HH due to a medical condition, I have rheumatoid arthritis. I requested buildings 62, 63, 64 so I hope that works out.
I explained what happened yesterday, and said part of it was my fault, but the CM yesterday, did not tell me that the day of the week and the date did not match up, Michele put me on hold and came back and told me after they reviewed the tape, they would put the borrowed points back into my use year I borrowed them from. Thanks for the advice.
I also got a standard studio at Jambo for Oct for three nites. That trip will be DH and I for Food and Wine.
Once again thanks for the advice.

 

[dianeschlicht]

Called MS this morning and got a great CM, Michele, She went and made the reservation, by cancelling the last day which was the wrong day and putting a day on the beginning of the reservation. Now I had OKW 2 nites Non HH and 3 nites HH, so I had five nites and the correct nites. Then she went and did all five nites non HH area, so now I at least do not have to move. I wanted HH due to a medical condition, I have rheumatoid arthritis. I requested buildings 62, 63, 64 so I hope that works out.
I explained what happened yesterday, and said part of it was my fault, but the CM yesterday, did not tell me that the day of the week and the date did not match up, Michele put me on hold and came back and told me after they reviewed the tape, they would put the borrowed points back into my use year I borrowed them from. Thanks for the advice.
I also got a standard studio at Jambo for Oct for three nites. That trip will be DH and I for Food and Wine.
Once again thanks for the advice.

I hope it all works out for you. FYI, buildings 63 and 64 are currently being renovated, so if you get them, you should have a GREAT stahy in a nice renovated unit! That is if they are doing the inside as well as the outside of the building.

 

[Eeyorerocks!]

I'm glad to hear you got a good result when you called back.

When I called to book a short August trip a few days ago, I could tell that the person with whom I initially spoke was not as knowledgeable as I would have liked. So after he told me he didin't have a particular view at BWV, I told him I would have to give it some thought and call back.

I called back and spoke with someone much more knowledgeable and friendly. She explained they had BW view for all but one night of my stay, and she explained the options to me, and we decided to book pref. view and WL for BW view.

The first CM never even presented this as an option!

I think the level of knowledge, friendliness, and patience of the CMs varies a lot. I have learned that if I am not comfortable with who I get to assist me the first time, I call back. We are all paying significantly for these services, whether we are DVC members or paying OOP as "regular" resort guests - we deserve to be given the right info and help.

For the most part, I think the quality of the customer service is good, but every now and then there is an exception (to be expected, as with anything else). Glad you got your situation corrected! We are visiting the World in May also

 

[katmittens]

I'm glad to hear you got a good result when you called back.

When I called to book a short August trip a few days ago, I could tell that the person with whom I initially spoke was not as knowledgeable as I would have liked. So after he told me he didin't have a particular view at BWV, I told him I would have to give it some thought and call back.

I called back and spoke with someone much more knowledgeable and friendly. She explained they had BW view for all but one night of my stay, and she explained the options to me, and we decided to book pref. view and WL for BW view.

The first CM never even presented this as an option!

I think the level of knowledge, friendliness, and patience of the CMs varies a lot. I have learned that if I am not comfortable with who I get to assist me the first time, I call back. We are all paying significantly for these services, whether we are DVC members or paying OOP as "regular" resort guests - we deserve to be given the right info and help.

For the most part, I think the quality of the customer service is good, but every now and then there is an exception (to be expected, as with anything else). Glad you got your situation corrected! We are visiting the World in May also

When will you be there in May, we are going from May 15-21. Hope you have a great trip. We are hoping for great weather. We were there in Jan. and we froze. The coldest it has been out of all the times we visited in January. SO I hope we get hot weather.