BW cancelled my Boardwalk view!!

[MickeyMagic]

I booked a studio at BWV several months in advance with a guaranteed boardwalk view. We checked in very late (1:30 a.m.). When we got to our room, I just knew it was not a boardwalk view. We looked out at the top of a tree and the steps leading up to the hotel. We had a wonderful view of people sitting on the patio in rocking chairs.

In the morning, I called the front desk to inquire about the view but, of course, that doesn't connect to the front desk at all; instead it connects to some central location. I was told I would need to go down to the front desk. We had plans and ADR's, so we just headed to the parks. This was a "mini-vacation" and I didn't want to bother with waiting at the front desk and moving again.

When I got home, I was checking points to make a new reservation. I noticed I had points in holding. Huh? I found that our original boardwalk view reservation had been cancelled on our check-in date and rebooked to a garden/pool view for the dates of our stay. The cancelled reservation had caused points to go into holding and the points for the new garden/pool view reservation were taken out of my VWL contract.

How can they do that? I didn't initiate any point acitivity. I see there is another thread where others were upgraded at BWV and they are monitoring their point activity and seeing some strange things.

I called MS today and they will get the points straightened out. I also wrote to DVC because I am very upset that they can change a guaranteed reservation made months in advance without my permission.

 

[BWV Dreamin]

I booked a studio at BWV several months in advance with a guaranteed boardwalk view. We checked in very late (1:30 a.m.). When we got to our room, I just knew it was not a boardwalk view. We looked out at the top of a tree and the steps leading up to the hotel. We had a wonderful view of people sitting on the patio in rocking chairs.

In the morning, I called the front desk to inquire about the view but, of course, that doesn't connect to the front desk at all; instead it connects to some central location. I was told I would need to go down to the front desk. We had plans and ADR's, so we just headed to the parks. This was a "mini-vacation" and I didn't want to bother with waiting at the front desk and moving again.

When I got home, I was checking points to make a new reservation. I noticed I had points in holding. Huh? I found that our original boardwalk view reservation had been cancelled on our check-in date and rebooked to a garden/pool view for the dates of our stay. The cancelled reservation had caused points to go into holding and the points for the new garden/pool view reservation were taken out of my VWL contract.

How can they do that? I didn't initiate any point acitivity. I see there is another thread where others were upgraded at BWV and they are monitoring their point activity and seeing some strange things.

I called MS today and they will get the points straightened out. I also wrote to DVC because I am very upset that they can change a guaranteed reservation made months in advance without my permission.

Oh my, I have another thread going about overbooking dvc resorts....this is very disturbing. Can you post this on that thread as well? I too have a ressie for 2bdr. bw view for April. I will be calling everyday the week before...do you know when they cancelled your ressie? Were you beyond the checkin time?

 

[jekjones1558]

What room #? About 2053?

 

[DebbieB]

Did they tell you why this happened? Perhaps a room was taken out of service for maintenance issues? For example, if a pipe breaks in a room they will have to close it off. I would also question how they decide who to downgrade. It should be the last person who made a reservation.

 

[kimberh]

I am shocked that this has happened to you. Did you ever get a answer as to why they made the change without your permission?

 

[CarolAnnC]

I am finding this disturbing also. Please keep us updated...

 

[manning]

I had problems with a booking one time at BCV. Everything was fouled up and was getting no where with the front desk. Good thing I had a cell phone with 3 way calling.

I contacted MS and 3 wayed the call with the manager of BCV.

We got everything straightened out pronto. I even got one day of points back.

They weren't happy, but I got what I had booked.

 

[dianeschlicht]

Okay, so now we have 3-4 incidents like this just here on the DIS! I am appalled that the resort can arbitrarily "change" your point usage without your approval or without you even initiating it. Besides even taking them from a different resorts points!!! I'd be calling anyone and everyone in DVC to get this corrected ASAP. This is a issue that definitely needs to be brought up at the upcoming member meeting!!

 

[jekjones1558]

Right on, Diane! I try to be mellow while at WDW, but I will be a very unhappy camper if anyone messes with my points or my confirmed reservations are not available. Darn, wish I were going to be at WDW for the meeting this year!

 

[dianeschlicht]

Right on, Diane! I try to be mellow while at WDW, but I will be a very unhappy camper if anyone messes with my points or my confirmed reservations are not available. Darn, wish I were going to be at WDW for the meeting this year!

I'll just miss it, Jean! We leave there on the 29th.

 

[GusMan]

Okay, so now we have 3-4 incidents like this just here on the DIS!

Just a thought... Im thinking that it would be interesting to have one thread to discuss incidents related to this particular problem. Start off with links to the other threads reporting such as background.

Fellow members can provide details as to what happened, who they talked to, and how it ended.

Anyhoooo... just a thought...

 

[TammyAlphabet]

I have a question. Aren't the same number of points needed for a BWV as a preferred view? Why would there be any points going into holding?

 

[CarolMN]

I have a question. Aren't the same number of points needed for a BWV as a preferred view? Why would there be any points going into holding?

The points are the same, but since the BW view & the Pool/Garden view units are different booking categories, the BW view reservation was canceled (thus the points go into holding) and when the new reservation was made for the Pool/Garden unit, the computer took the available VWL points instead of using the "holding account" points. I suspect this is just the way the computer system works and the Front Desk CMs aren't experienced enough to "do it right".

This morning the Members' website is back and I was able to use the workaround to look at my vacation details and activity statement. When we arrived at the BWV on 10/27, we were "upgraded" from a standard view room to a PV (Pool/Garden) room. On my activity, I saw the cancellation of the SV reservation and the points go into holding and a few more points borrowed. A few days later, the points were removed from holding and the borrowed points "put back". I did not call to have this done - looks like MS just fixed it.

I originally went to look at the activity because our October vacation didn't show up under completed vacations. Now I know that's because the front desk canceled it in the computer. (Our points are correct and we did take the vacation, though, LOL). Had the Front Desk bothered to "rebook" us in the PV room when we were "upgraded", I'm sure my account would have looked similar to the OP's for awhile - except we would have had borrowed points and points in holding, instead of holding points and used up VWL points.

I suspect this happens all the time at all the DVC resorts. Since there have been more members reporting "upgrades", "downgrades" or other unwanted "reassignments" and we now have the activity detail to look at, we are just more able to see it before MS gets around to fixing it. I'm glad we have the activity and vacation details (at lest some of the time) to verify what's happening.

I believe in "Trust, but Verify" . IMHO, MS and the resorts have more training to do.

MickeyMagic - I'm sorry you didn't get your BW view!

 

[MickeyMagic]

When MS was researching, the gentleman read something from some notes that the front desk had apparently written. It said something like, "Guest did not arrive before the computers went down." I asked MS what that meant and he just said the computers go down at midnight. I surmised that the front desk then cancelled my boardwalk view and rebooked me into the garden/pool view. The cancelling and rebooking was done on our check-in date of 10/16. We arrived about 1:30 a.m.

Since the reservation was almost a month ago, it doesn't seem the points would have been corrected had I not noticed they were fouled up. I don't remember the room number, maybe 3063??

I am waiting for a response from DVC Member Satisfaction. Will let you know what they have to say.

I will also post on other thread as requested.

 

[Tink-n-Belle]

WOW!!! I'm really sorry that happened to you!!

Arriving late should not result in a downgrade, especially when you've had your heart set on a BW View.

Does anyone call the hotel if they are going to be late. I live in the NE and if my plane is late due to weather, I won't be arriving early either.

Let us know how you make out!! Thanks!

 

[DisneyHumbug]

I called MS and asked them to add "late arrival" on my res after we reserved our flights. The CM said it wasn't necessary, but I was worried about arriving at midnight and not having a room. So sorry this happened to you.

 

[ticofan]

I am waiting for a response from DVC Member Satisfaction. Will let you know what they have to say.

I will also post on other thread as requested.

Can you give me a number for DVC Member Satisfaction. I have been trying to get a problem resolved with my points for more than six weeks. MS keeps saying they are researching the problem and will call me back. But no one has ever called me back. I have called 7-8 times and each time they have said they are researching and will call me when they have an answer. That call has never come. The last time I called the cast member was actually a little rude and told me there was no mention in the file that I needed to be called.

I finally got a short email today that said my points were correct and that they would send me a copy of my point activity. I am very upset at the lack of customer service. I have always thought Disney trained cast members well and have never had anything but good to say of them. But after this I am wondering if they have over-stretched with all the new sales of DVC.

Sorry to complain. I would like the Member Satisfaction number -- I have never heard of that before.

Thank you.

 

[lulu71]

Can you give me a number for DVC Member Satisfaction. I have been trying to get a problem resolved with my points for more than six weeks. MS keeps saying they are researching the problem and will call me back. But no one has ever called me back. I have called 7-8 times and each time they have said they are researching and will call me when they have an answer. That call has never come. The last time I called the cast member was actually a little rude and told me there was no mention in the file that I needed to be called.

I finally got a short email today that said my points were correct and that they would send me a copy of my point activity. I am very upset at the lack of customer service. I have always thought Disney trained cast members well and have never had anything but good to say of them. But after this I am wondering if they have over-stretched with all the new sales of DVC.

Sorry to complain. I would like the Member Satisfaction number -- I have never heard of that before.

Thank you.

There is no number, but an email and it is dvcmembersatisfactionteam@disneyvacationclub.com

I was annoyed that I had to email them, when I felt that a problem with points deserved more immediate attention, but from what I was told by the second supervisor I spoke with was that once a supervisor makes a decision (in my case that the only way my issue would be looked at was by this member satisfaction team) then another supervisor cannot override that decision. So I wait. Of course, both supervisors told me how wonderful and responsive these folks are.

 

[bobbiwoz]

I called MS and asked them to add "late arrival" on my res after we reserved our flights. The CM said it wasn't necessary, but I was worried about arriving at midnight and not having a room. So sorry this happened to you.

And I had been told that it is a practice among some members to rent a room for the night before a morning arrival, and this could be noted on the reservation, so the room wouldn't be forfeited. I was told that calling the resort to re-affirm that fact is something that I can do.

Bobbi

 

[sjdisneywedding]

this is not good

the most shocking/upsetting thing to me is that they dont even mention anything at check in. Can you at least be professional enough to give the person some info at check in

things happen, how about a we are terribly sorry but blank has occurred and we dont have a BWview room available

a little bit of honesty goes a long way

I dont buy the whole computer shut down excuse

do they think people wont notice?

also maybe Im crazy, but shouldnt you get bumped up if you are getting bumped anywhere.