Disappointed in MS service

[Canadian Disney Mom]

So I emailed DVC a few days ago to merge two reservations, which I have done before with no problem. I had March 5-8 and March 8-10 booked in a Lake View Studios at BLT under 2 separate reservation #s. I wanted one reservation from March 5-10. I got an email at 5:45PM today that this was completed and that I now had only one reservation for March 5-10 and that the second reservation number was cancelled.

I logged into the the DVC site to look at my reservation, and I was shocked to see the March 5-8 reservation still as 5-8 and my 8-10 reservation was completely gone. Luckily, when I logged in, the 8th & 9th were available so I booked those two nights again on a new reservation #. I am incredibly disappointed that Disney Vacation Club not only made the mistake but that I received a detailed email that my request had been completed correctly - which it obviously was not.

I have emailed members@disneyvacationclub.com & dvcmembersatisfactionteam@disneyvacationclub.com. I know I still got my room, but it is still not acceptable what they did. I dread to think what would have happened had I not logged in tonight.

 

[mommacat56]

Tonight, I would make sure your point total is what you expect it to be and that they haven't actually used duplicate points for the second part of your reservation that you rebooked. If you're missing some points, the reservation might actually have been merged correctly, but did not show up on the member website correctly. Either way, call MS tomorrow to make certain your reservation is straight...the peace of mind will be worth the waiting time for them to come on the line. Good luck. Hope it gets corrected for you quickly!

 

[Canadian Disney Mom]

Tonight, I would make sure your point total is what you expect it to be and that they haven't actually used duplicate points for the second part of your reservation that you rebooked. If you're missing some points, the reservation might actually have been merged correctly, but did not show up on the member website correctly. Either way, call MS tomorrow to make certain your reservation is straight...the peace of mind will be worth the waiting time for them to come on the line. Good luck. Hope it gets corrected for you quickly!

Yes thanks. Yesterday I had 0 pts in 2014 and 241 pts in 2015, which is what it should have been. Tonight, after they cancelled my ressie but before I rebooked, it showed I had 42 pts in 2014 and 241 in 2015. After I rebooked, I had 0 & 241 again like I should have. I made sure to take a screen shot too.

 

[CarolMN]

Trust, but verify! That's my motto.

Hope it all works out. I also have had reservations combined successfully via email. Sorry you had a problem & thanks for letting ME know they messed up. Someone may need more training.

 

[disneynutz]

So I emailed DVC a few days ago to merge two reservations, which I have done before with no problem. I had March 5-8 and March 8-10 booked in a Lake View Studios at BLT under 2 separate reservation #s. I wanted one reservation from March 5-10. I got an email at 5:45PM today that this was completed and that I now had only one reservation for March 5-10 and that the second reservation number was cancelled.

I logged into the the DVC site to look at my reservation, and I was shocked to see the March 5-8 reservation still as 5-8 and my 8-10 reservation was completely gone. Luckily, when I logged in, the 8th & 9th were available so I booked those two nights again on a new reservation #. I am incredibly disappointed that Disney Vacation Club not only made the mistake but that I received a detailed email that my request had been completed correctly - which it obviously was not.

I have emailed members@disneyvacationclub.com & dvcmembersatisfactionteam@disneyvacationclub.com. I know I still got my room, but it is still not acceptable what they did. I dread to think what would have happened had I not logged in tonight.

In the past I have had several problems with MS on the phone doing what they were suppose to do. Everything from booking the correct dates, using certain contracts, and making room requests.

I switched to using email a couple of years ago which resulted in 100% accuracy. That is until a week ago when, like you they said that they did what was asked when in fact, they didn't. I contacted member satisfaction and they assured me that additional training would be provided to the CM who made the mistake.

Expect everything to go wrong, double check and hope for the best.

Bill

 

[cvjw]

I just had MS cancel the wrong night of my 2 night reservation. Nothing like showing up at VWL and not having a room for the night. Luckily the nice girl at the front desk figured out what happened and was able to find us a room for the night.

Verify EVERYTHING that MS does for you. Mistakes happen more frequently than people think. Since I cancelled right before the VWL stay, I did not verify online after calling MS. I will never make that mistake again.

OP, last year, I emailed MS to merge two reservations like you did. I checked my online account to find out that when they merged the reservations, they pulled ALL NEW points, leaving my other points in holding. What a mess. I do everything I can myself online now so that I don't have to risk dealing with them as much!

 

[Canadian Disney Mom]

Update: I have still not had a response the email I sent Sunday night.

The website still showed two resevations March 5-8 & 8-10 this AM so I called MS to explain my concerns and have them merge the new reservation. They said there was nothing to merge and it had been completed correctly on Sunday. They said they show me with one reservation from March 5-10 & the second one I made Sunday night from March 8-10. I said it was not possible that it had been done correctly because on Sunday night there was 42 pts in 2014 UY that were not there the day before and I was able to book the 2nd reservation without borrowing. She kept disagreeing with what I was seeing. I had her check with a supervisor and they ended up cancelling both reservations I currently had and booked me a new one for the 5-10th. Low and behold the 5-8 resevation STILL shows on the DVC site even though they say it is cancelled. So now the DVC site that I can see has me 5-10 & 5-8 at a Lake View Studio at BLT but the 5-8 one shows cancelled according to MS. I still show the correct # of pts. What a cluster!!!

Needless to say, I have now taken screen shots of EVERYTHING.

If anyone else did anything with their pts on Sunday, you might want to double check things were done correctly because in the end she did admit they were having "system issues" on Sunday and that the higher-ups are "aware".

 

[disneynutz]

Update: I have still not had a response the email I sent Sunday night.

The website still showed two resevations March 5-8 & 8-10 this AM so I called MS to explain my concerns and have them merge the new reservation. They said there was nothing to merge and it had been completed correctly on Sunday. They said they show me with one reservation from March 5-10 & the second one I made Sunday night from March 8-10. I said it was not possible that it had been done correctly because on Sunday night there was 42 pts in 2014 UY that were not there the day before and I was able to book the 2nd reservation without borrowing. She kept disagreeing with what I was seeing. I had her check with a supervisor and they ended up cancelling both reservations I currently had and booked me a new one for the 5-10th. Low and behold the 5-8 resevation STILL shows on the DVC site even though they say it is cancelled. So now the DVC site that I can see has me 5-10 & 5-8 at a Lake View Studio at BLT but the 5-8 one shows cancelled according to MS. I still show the correct # of pts. What a cluster!!!

Needless to say, I have now taken screen shots of EVERYTHING.

If anyone else did anything with their pts on Sunday, you might want to double check things were done correctly because in the end she did admit they were having "system issues" on Sunday and that the higher-ups are "aware".

What does your MDE account show?

Bill

 

[Canadian Disney Mom]

What does your MDE account show?

I never thought of that Bill. My original reservation is not in MDE anymore and I went ahead and added the new one they did today.

I tried to add the original one again to MDE to see what it would say and it said it could not find the ressie. It is still showing on the DVC site which I find a bit disconcerting.

 

[disneynutz]

I never thought of that Bill. My original reservation is not in MDE anymore and I went ahead and added the new one they did today.

I tried to add the original one again to MDE to see what it would say and it said it could not find the ressie. It is still showing on the DVC site which I find a bit disconcerting.

MS booking and reservations were down today for maintenance, maybe a fix is in the works.

As I have posted over the years, don't expect MS records to be accurate. Everyone needs to keep track or their reservations and contracts including point balances at home.

Bill

 

[Canadian Disney Mom]

MS booking and reservations were down today for maintenance, maybe a fix is in the works.

As I have posted over the years, don't expect MS records to be accurate. Everyone needs to keep track or their reservations and contracts including point balances at home.

Bill

I agree with you 100%. Luckily I track my points & reservations on my own as well