Call to add names on room...oh my

[garnet1240]

So.... I called to add names to our existing ressies for September. We have two rooms booked, and I needed to add a couple people

I asked MS if I should just wait until check in...she assures me, several times that it wont cause any problems ....

I check this morning... my points were all re-arranged. They somehow put points back in my 2011 user year and borrowed points from 2013...

When I called back today, the CM was so confused, and keep telling me I made changes that I did not...canceling ressies and re-booking . I only made one ressie for each room...never changed anything since I booked. I had to ask for a supervisor.

Long story short, the supervisor had to call me back this afternoon after having IT "fix" whatever happened. They are still not right, but close, I knew how many points I had in each user year, he said he cant figure out how I had those numbers.


I will never touch my ressies again after booking...I will add people on when we get there if needed...( and I will always remember to print a copy of my points after any conversation with MS)

I don't understand why this system is left so complicated for them to use.

So, I'm ok now, but watch your points when making any calls to MS!

 

[erionm]

Unless they've updated the resort computers, the last time we needed to add names at check-in, they went in the back room and cancelled the reservation and rebooked it.

So, the situation may be no better at the resort.

 

[disneynutz]

Did both of your reservations have the same travel number. If so Disney/CM's/The Software will cancel the reservations and make new ones with separate reservation numbers.

I was told that the travel number upgrade causes problems so they are making separate reservations.

After having our points screwed up by MS a few times, I learned to keep detailed records.

Bill

 

[cvjw]

Had a similar experience when trying to change the lead person on a reservation, except that all of my points disappeared, they weren't just rearranged. It took a couple of weeks before the points reappeared in my account - and the reservation for the next week was in jeopardy as well. I am very leery of involving MS with my reservations now, except in certain circumstances where they can't be avoided.

 

[peabody58]

We added 2 names to our Oct BLT reservation last month with no problems at all. A review of my points transactions doesn't show any changes when I called MS and added the names. The web site had the names added within 5 minutes of our call, same reservation number.

 

[paults]

When I booked my rooms last NOV for this OCT I put just 1 name on each ressie (7 total). Since then I had to cancel a few rooms and change people to other rooms. No problems. I now just a couple weeks ago called and added the rest of the guests names for each room and had no problems. The cm just added the names (no cancel and rebooking). I checked on line and all is well.

 

[permavac]

Thanks for all this info everyone. I need to add a couple of people to one of my reservations in January and have been debating when to do it (at check in or before). If I do it before, I will ensure that the MS rep doesn't change my reservation number/cancel my original reservation. If they say they have to I will just call back and hopefully get someone who knows what they're doing.

It is really sad that they don't have any sort of "best practices" where they disseminate this kind of information. When there are problems that come up like lost points or canceled reservations, they should publish the solution to ALL of their employees. There are too many stories of people getting screwed on here (I've posted 2 myself!) when these problems could easily have been avoided.

At least we have the DIS to know what's going on!

Terri

 

[bobbiwoz]

In the past, I have added a name or two to a reservation and it changed the lead name, mine, and that led to confusion at check in, at the guard gate, the parking pass was issued with a friend's name.

I've changed names since then without problems, the latest being for an April 2012 reservation.

I usually add/change names via an e-mail to MS, stating the reservation number and listing the names. This has worked.

Bobbi

 

[bumbershoot]

they should publish the solution to ALL of their employees

Alas, with CS, you can send emails, send memos, have meetings, stick post-it notes to their heads...but you can't make them read or comprehend it. Working CS (not disney) I was constantly amazed at how 10 people could hear the same information, and each one would understand it in a different way. And that's IF those 10 were paying attention.


We do "split" stays. Different room types or different resorts, and either 8 or 3 people. One trip, they had my son listed 3 different ways, and on the OKW 2 bedroom had him listed all 3 ways, making the total for that room 11. How? HOW? How did that happen? It started because there was something wrong initially and I just wanted them to make it perfect. They messed it up, then I called to un-mess it, and it got worse.

Our first stay, I changed nothing, and yet I (the one that booked everything, that listed my name first on everything) was not the lead guest. Giving my name at the guard shack did not let us in. My cousins in front of us gave their names and got in just fine. We had to go down the list. When we got our keycards, everyone including the 3 year old had "DVC member" on their cards, except for me. That said, I'm not; I'm the associate and DH is the member...but the 3 year old isn't a member, either!


Their name stuff is just fully messed up. And like my experience, I think that the more they try to fix it, the more it's going to get more messed up.

 

[garnet1240]

My activity statement has at least three canceled and rebooked transactions. Even the supervisor didn't know why. I noticed when I talked to him that my brothers name is listed as "mrs" . He said he never saw that before and went in "fix" it. It's still showing wrong. Do I leave it and have front desk fix it or call back to supervisor. I don't want my brother running into issues when he's there.

 

[disneynutz]

My activity statement has at least three canceled and rebooked transactions. Even the supervisor didn't know why. I noticed when I talked to him that my brothers name is listed as "mrs" . He said he never saw that before and went in "fix" it. It's still showing wrong. Do I leave it and have front desk fix it or call back to supervisor. I don't want my brother running into issues when he's there.

Names being wrong is a known software issue that may get fixed someday. It really creates a problem when you are not listed as the lead and your DME tags get sent to Uncle Bob and he doesn't tell you or throws them away. It can also cause problems if you are driving and the Guard can't find your name on the check in list.

Bill