Changing resorts mid-stay

[APiratesLifeForMe2]

My friend is at Vero Beach right now and it’s raining a day every day with no end in sight so they wanted to try and switch the remainder of their trip to WDW. He called member services but they said he needed to go to hotel desk. Went to hotel desk who said he needed to call member services so now he is back on hold.

Anyone know who he really needs to speak with?

 

[CarolynFH]

Is your friend a DVC Member staying on points at VB and wanting to switch to a DVC points reservation at WDW? My understanding is that Member Services knows whether any DVC rooms are available for points or for DVC Member cash discount. The resort front desk shouldn't be messing with availability for points reservations, only cash availability (for anyone, not a DVC Member discount), and I certainly wouldn't want to let the front desk staff anywhere near my points (reallocating from VB stay to WDW stay) - their reputation isn't too good when it comes to handling points.

 

[RossK]

I fear this is going to be difficult and likely need a manager to step in and throw some pixie dust your friend's way. Your friend is effectively asking to cancel their stay. Under the cancellation policy, cancelling a stay from the check-in would mean the points would be forfeited. The reason your friend is being bounced around is probably because the hotel is unlikely to have the authority to make adjustments to points balances - but at the same time, I'm not sure Member Services are comfortable cancelling a hotel stay once the guest has checked-in. I honestly am not sure who is going to be the best bet in this situation. The best strategy might be to change the request from moving resorts to cancelling the stay - that might make it easier for them to compute who is responsible for the request. The hotel should have the authority to cancel and refund the 'unused' points as a gesture of goodwill (which will probably go in to holding). Your friend could then book their stay using these points (but I would check to make sure there is availability before ending his stay!).

Either way - good luck and let us know how it goes.

 

[APiratesLifeForMe2]

Thanks everyone. They eventually got it taken care of with member services. They just changed their checkout date and are moving to OKW tomorrow.

 

[APiratesLifeForMe2]

Is your friend a DVC Member staying on points at VB and wanting to switch to a DVC points reservation at WDW? My understanding is that Member Services knows whether any DVC rooms are available for points or for DVC Member cash discount. The resort front desk shouldn't be messing with availability for points reservations, only cash availability (for anyone, not a DVC Member discount), and I certainly wouldn't want to let the front desk staff anywhere near my points (reallocating from VB stay to WDW stay) - their reputation isn't too good when it comes to handling points.

Yes they were/are staying on points and there was availability at several WDW resorts which is what put the whole idea into motion. I thought it was weird to send them to the front desk.

I fear this is going to be difficult and likely need a manager to step in and throw some pixie dust your friend's way. Your friend is effectively asking to cancel their stay. Under the cancellation policy, cancelling a stay from the check-in would mean the points would be forfeited. The reason your friend is being bounced around is probably because the hotel is unlikely to have the authority to make adjustments to points balances - but at the same time, I'm not sure Member Services are comfortable cancelling a hotel stay once the guest has checked-in. I honestly am not sure who is going to be the best bet in this situation. The best strategy might be to change the request from moving resorts to cancelling the stay - that might make it easier for them to compute who is responsible for the request. The hotel should have the authority to cancel and refund the 'unused' points as a gesture of goodwill (which will probably go in to holding). Your friend could then book their stay using these points (but I would check to make sure there is availability before ending his stay!).

Either way - good luck and let us know how it goes.

Thanks for the feedback. They got it sorted with member services and I know he was on the phone a while so I’m guessing it wasn’t a simple task. We meet them on Wednesday so I’m sure I’ll find out more details if anyone needs them.

 

[CarolynFH]

Glad to hear he was successful!

 

[RossK]

Great to hear you were able to get it sorted. Disney are usually pretty accommodating, its just a case of finding and speaking to someone that knows how to do it!