Concierge Collection Mix-up, what would you do? UPDATE

[gracelrm]

We checked in last night at the Hotel Del Coronado in San Diego, staying on points. We were supposed to have a partial ocean view room. When we checked in they told us the reservation made by DVC was only for a standard room. I couldn't do anything about it last night, but called DVC this morning. They verified that we were using points for a partial ocean-view room and would see what was going on. MS put me on hold for a while and came back to say there had been a mistake on the part of MS, they had only requested a standard view room, but charged us for an POV room. The Del is full and has no room to switch us to, so the best they can do is refund us our points for the difference between standard and POV. So, we drove 2400 miles (from KY) and we're looking at a parking lot or directly into another person's room (depending upon which way you turn your head). I'm really peeved and wonder what others would do in this situation. Is there anything we can do?

 

[wintergreen]

That is really too bad! I would hope that DVC would also offer to refund your $75 reservation fee. Not sure what else you could ask for.

 

[sistertrip]

I doubt that you can get anything more than a refund of the extra points and maybe the reservation fee. I'm not saying that's right or that it's all you deserve, just that I think it would be hard (but maybe doable!) to get anything more than that.

 

[gracelrm]

To add insult to injury, we apparently have one of the worst rooms in the entire resort! We are not only looking at the parking lot, but we are also next to the housekeeping hub for the entire resort. Since 7:00 a.m. this morning we have heard a service elevator( or something loud and mechanical) constantly throughout the day. Also, there is a ramp to the housekeeping area and they keep coming up and down that ramp with big, huge plastic bins of dirty laundry. They make so much noise! So, needless to say, our experience has been WAY LESS that anticipated!

 

[sistertrip]

I would definitely contact member services and let them know how unsatisfied you are. You might just get somebody who's willing to help you out a little more.

 

[TexasAggie]

Did you get a letter cofirming the type of reservations that was reserved for you? If it stated what you had requested then MS should do something for you, but if it said that you had a standard room reserved then maybe you should have called to check on your reservation.

 

[gracelrm]

Confirmation was for Partial Ocean View and MS this morning said that we were supposed to be booked for POV and the points deducted were for POV. MS person that I spoke with this morning admitted it was their error and apologized. I just got back from the pool and was sitting near a lady who told me her story of how she was booked for a standard view room and much to her surprise, she had the most wonderful ocean view room ever. She said, "I was expecting to look at a parking lot and I have an amazing view of the ocean". Oh well, I guess it wasn't meant to be for us! I happy for her luck!

 

[Chuck S]

I'm sorry you did not get what you reserved do to an MS error. I hope MS will refund your exchage fee as well as the extra points. I understand your disappointment. At least there are some beautiful beaches in the San Diego area you can enjoy, and if you get a chance, go to Seaport Village and walk around...it is a shopping village on the edge of the water...very relaxing. I hope you have a wonderful trip in spite of your room.

 

[Dean]

Given the circumstances I suspect you can get your exchange fee and far more points returned than just the difference if you stand your ground. Decide what you want or will accept and specifically ask for it. Nothing will change what has happened and by the time you can get anywhere with DVC, you will have passed by 2 nights already. You also might ask the manager at the Del to help if you haven't already. Another option might be a future stay at DVC's expense in the right room type though I suspect they'll go for the return of points easier. Just the points difference and your fee would frankly be an insult in this case.

 

[Deb & Bill]

At least you didn't get a construction view? We were just at Coronado Beach about two weeks ago and saw they had lots of construction going on there.

 

[gracelrm]

Who should I contact at DVC?

 

[goldilocks_63]

Take pictures of the views (LOL!) to document any dispute later on...

But your best bet at a good resolution is to do so now, while you are there....

Let us know how it works out,

Goldi

 

[byoung]

Good luck, hope you can get all that you can. It's there fault.

 

[Dean]

Who should I contact at DVC?

Carli D'Agostino is the right person. You can get to her through MS fairly easily. I haven't really dealt with her much but the two previous people in that position were great to work with and reliable. All I've heard about Carli would say the same. If you can't get her on your call, I bet she will call you back. As noted, your best bet for a suitable resolution is while there and actually your best opportunity is past IMO. You must decide whether you want to spend you time now or later. I'd put in the call and if I could get her, deal with it, but I wouldn't spend hours of effort now, likely not even later. Only you can draw the line where you would be comfortable for payback but nothing they will do will change what has happened. I don't know how long you're there but a top suite for a few days might go a long way.

If you ask strongly enough, I wouldn't be surprised if they refund all of your points, I'd say the difference plus half the rest would be a relatively neutral amount. Make sure any points they give you back are fully functional and bankable. If all they end up with is refunding the difference, I'd likely hurt somebody.

 

[gracelrm]

I've returned home from our 3 week vacation out West and decided to contact Carli at MS to discuss the problem that occured while at the Del. When I called and asked for her number or voice mail, the person that answered asked if she might help. When I explained that I would like to speak to Carli, she put me on hold. When she came back on she told me Carli was not available and she would transfer me to a supervisor. I again told the supervisor that I wished to speak to Carli and would leave her a message, but the supervisor was insistant I speak to her. So I explained what happened at the Del and how when I called MS they said it was there fault. The supervisor listened and said she would have to do some research but she would call me back. When she called back she told me it was not MS's fault that the Del had messed up our reservation. She said the Del was offering to refund us our $25 a day roll-a-way fee and our $20 a day parking fee and would credit our account for the highest room charge we had. She also said the Hotel Del would give us a complimentary upgrade the next time we come. I reminded her that we lived 2500 miles from San Diego and it was basically a once in a lifetime family trip. She apologized and said that was what the Del was offering for "their mistake". I explained that when I called from San Diego to MS I was told it was MS's fault and therefore we did not pursue it with the hotel (after being told MS tried to get us moved to a better room but with no luck). Had we been told it was the fault of the resort, we would have pressed the issue with them and not have spent our trip in a less than desirable room. The supervisor said that I called on a Monday and that Monday's were high volume days and she guessed the MS person I spoke to just didn't have the time to investigate the problem sufficiently. I believe I'll still send a letter to Carli about the trip mix-up as well as the inability to discuss the concerns with her. I'm not satisfied with how this has been handled, but since the blame game switcheroo - I guess there's nothing more I can do! I sure wish we had charged our $150 meal to our room instead of only $18.00 at the snack stand!!!!!!

 

[rocketriter]

I wouldn't stop with this. I'd keep trying to call Carli until I actually got through to her, and then follow Dean's advice to ask for more than the pittance you've been offered. Emphasize that you'd have followed up with the hotel if MS hadn't told you point blank it was their fault -- so now it's MS's responsibility and you don't care whether they caused the problem or not. Please be a terrier about this. It helps all of us.