deposit on cash room question

[mickeymom629]

Have any of you ever made a reservation through member services for a cash only reservation (using no points)? If so, did you put a deposit down, like you have to do with regular reservations?

Here is my dilemma. In January, I made a reservation for AKV through guest services. The cm who helped me was about to hang up, when I said "don't I need to put down a deposit". She said not at this time and that I would be receiving my reservation confirmation in the mail.

We ended up renting points from another member. I never cancelled my reservation because I never put any money on it and I figured the reservation would be cancelled just like other Disney reservations if you don't have a deposit.

Well, we went and stayed at SSR in May on rented points. Yesterday I get a letter from member services telling me that I owe $1,076 for my stay at AKV for the exact same nights!

I can't call until tomorrow and I am so upset. There is no way I am paying for a stay we didn't take. The cm never told me that I would be billed, nor did she ever mention any cancellation policy - I never put any $ on this! She didn't say anything about my membership account being billed.

Do I have any hope?

 

[katmittens]

I think member services is open on Sundays until 5:30. I'm not positive, but give them a call and try. I have never made a cash reservation thru MS. Good luck. I hope it works out for you.

 

[kda]

We booked a room only once for cash and loved that there was no deposit required, so what you were told was accurate. That seemed like such a great perk! Our credit card wasn't charged until we checked in. But there was definitely a cancellation policy --- can't recall if it was 5 days before or what the requirement was. I'm thinking it was on the confirmation letter we received.

 

[mickeymom629]

Thanks, I did just call. They couldn't really help me and to call member accounting tomorrow (not open today).

Meanwhile, the cm told me that the reservation is supposed to be cancelled as if I used my points and needed to be cancelled 60 days prior. I definitely was not told that my account would be billed if I don't cancel my reservation. When a deposit wasn't given, I didn't think the reservation was going to be confirmed - I would not even have expected to be able to check in without having given $ to hold my reservation. In fact, I would have paid it in full prior to travelling! I would not have thought the reservation needed to be cancelled with no money involved.

I am so upset and am hoping that something positive will be done tomorrow.

They did see that I ended up staying elsewhere.

 

[CarolMN]

Please let us know what happens.

I think that CM was wrong - I never heard of a 60 day cancellation policy for cash reservations. I know there is a cancellation policy, but I thought it was more like 48 hours and pay for 1 night if you didn't cancel. But I am not sure enough to argue about anything. Do you still have the confirmation letter for the cash reservation? What does it say?

Good luck!

 

[DebbieB]

It's been awhile since I've done a cash reservation but at the time the policy was the same as CRO cash rooms, they had to be cancelled 6 or more days out or one night would be charged. I did not have to put down a deposit in advance, it was charged when I checked in. DVC does not have an accounts receivable system so they don't collect a deposit in advance, just like they don't charge for the dining plan in advance.

 

[mickeymom629]

Amazingly, I do have the reservation confirmation. It mentions that failure to pay Annual Dues in full may result in cancellation. It says, "if your travel plans change, please contact Member Services." But that's it. It doesn't say anything about your account being billed in full if reservation isn't cancelled. It also doesn't say anything about paying in full at check out.

The cm didn't say anything about my "member perk" is that I don't need a deposit, but I do need to cancel or I will be responsible for the entire reservation! Even when I questioned the deposit, she could have explained things, but didn't.

I can't find anything on the website or in my Member Guidebook about this.

 

[mickeymom629]

To add on to what I just said about "contacting Member Services if plans change", they do have record that I stayed in SSR during those same nights (by renting points from another DVC member). So, "technically" they were contacted.

 

[mickeymom629]

Oops. Double post.

 

[Claire L]

I remember when we booked a cash room last year cancellation policy was 6 nights and no deposit taken, money was due at checkin. The CM was quite clear about those rules and as it was our waitlist came through so I cancelled the cash room myself just to be sure.

Claire

 

[Chuck S]

To add on to what I just said about "contacting Member Services if plans change", they do have record that I stayed in SSR during those same nights (by renting points from another DVC member). So, "technically" they were contacted.

If you rented points (as in rented a reservation) from another member, then that member would have contact MS to make the reservation. He could not cancel your cash reservation, as he didn't make it, just as you couldn't make changes to the rented points reservations.

By not cancelling the reservation, you could have prevented another person from making a reservation and using the room, so technically, DVC is due the money. You may be able to get them to waive it when you plead your case to them tomorrow. But technically it is similar to when a member rents a reservation and the renter trashes the room or leaves a room charge balance...the member's account is held responsible. There is no need for them to take a deposit, they can always charge your membership.

Good luck.

 

[DebbieB]

When you talk to them tomorrow, ask if they can pull the tapes of the phone conversation to prove she did not give you the conditions.

When I last did it (probably 2003), they required a credit card # to hold it. They would charge 1 night if you did not cancel 5 days or more before. You could not pay it in advance, you had to pay at check-in. I think the most you could be on the hook for is 1 night.

 

[Goofy DVC]

I have a cash reservation with the DVC discount coming up in August. I just looked at my notes and saw that you must cancel the cash reservation at least 6 days prior in order to avoid being charged. I did not have to leave a deposit.My reservation confirmation sheet from MS, has nothing about cancelation.

 

[bumbershoot]

...I figured the reservation would be cancelled just like other Disney reservations if you don't have a deposit.

I'm not an expert, but from what I've read, they do that with *package* reservations, not hotel-only reservations.

 

[buzz5985]

I am looking at my cash reservation confirmation letter from last summer and on the bottom it says in all Capital letters - cancellation must be made more than 5 days before check in.

Sounds like they went up a day this year.

 

[AnnaS]

Please let us know the outcome later.

Just yesterday I made reservations for April and of course the cm goes through the whole speech regarding cancellation process, banked points, etc. I wanted to say, yes I know the whole process. Of course they need to cover themselves and say everything to everyone each time so something like this does not happen.

I guess it's also possible that during conversation, booking, asking questions, certain things might be left out. New cm? I wonder if they read all the rules at the end to us from a written sheet so nothing is left out.

Good luck today.

 

[mickeymom629]

Thank you all for your comments. My confirmation letter does not have anything about cancellation policies.

I wish the cm had taken a credit card # to confirm the reservation. That would be great if they could listen to the tape, because I am 99% positive that I was not told that my account would be charged if I did not cancel. Like I said, she did not tell me that not putting a deposit down was a "perk". I also would have paid in full before coming, if for no other reason than to have those Disney Visa Rewards before the trip

Chuck S Quote: If you rented points (as in rented a reservation) from another member, then that member would have contact MS to make the reservation. He could not cancel your cash reservation, as he didn't make it, just as you couldn't make changes to the rented points reservations.

- I know you are right about that person not cancelling my cash reservation, but Member Services could see that I was booked twice for the exact same nights and they know which reservation came second. Anyway, I know that is not going to make a difference.

Bumbershoot -I'm not an expert, but from what I've read, they do that with *package* reservations, not hotel-only reservations.

I have never made package reservations, only hotel-only ones. I definitely have had to put a deposit and have to make sure I cancel or I lose the deposit (1 night's stay). If I don't put a deposit down, they send the confirmation and I have to send in the deposit by a certain date or my reservation is automatically cancelled. That is what I thought would happen here.

Anyway, when I call today, I am hoping the worst they end up charging me is one night's stay. I can not find any written statements on the policy of cash reservations and it was not on my confirmation. Imagine if my reservation was for longer than just 3 nights and not in a standard studio

 

[DebbieB]

- I know you are right about that person not cancelling my cash reservation, but Member Services could see that I was booked twice for the exact same nights and they know which reservation came second. Anyway, I know that is not going to make a difference.

I wouldn't say that they should have known to cancel this reservation because you had a reservation under another member's account for the same time. There was no way they would have connected that. It was still your responsibility to cancel. They held this room open for you. You could bring it up as evidence that you did not understand the rules but I would not put it back on them saying that they should have known to cancel it.

 

[dvcnewgirl]

They may let you out of this.. but I do not see why you would think they would know you wanted to cancel ?? They do not crosscheck all of the reservations. Also maybe you needed 2 rooms? Technically you had a reservation and you were a no-show. I think you probably owe the $$. Good Luck working it out..

 

[bookwormde]

I can understand the confusion since most commercial hotel reservation that do not require a deposit (or card hold) are no penalty “walk away” reservations. I was surprised when I got my DVC cash reservation confirmation that it had no mention of cancellation terms (I actually cancelled it, being sure to record the cancellation number because I know the procedure from DIS, and the MS person reiterated it when I made the reservation).

Anytime I have had 2 reservation for 1 nights the CMs have always asked it this is really what I wanted, but I do not think this is a formal policy, just conscientious CMs trying to avoid mistaken double booking situations.

Good luck this is one area where a simple line on the reservation confirmation could prevent an unfortunate outcome. Just do not know why DVC does not add it.

bookwormde