DVC Dropped the ball

[wdw4us]

My friend Betty is heading down to Disney next month using her points at the BCV. They are 10 people. Because it is not their home resort they had to book at the 7 month window and got 2 nights at the BW and the remainder at the BC. They had 2 rooms and were waitlisted for the BC. Member services calls and gets them transferred from the BW to the BC because of a cancellation.

Somehow, they dropped 2 people in the process and have only moved 8 of the 10 over and because of fire code, they can’t all stay in the same room(s). Now she is on the hunt for 1 room for 2 nights in the BC area. I’ve tried Dreamsunlimited for the S/D and nothing is available for those nights.

My question, has this ever happened to anyone here and don’t you think Member Services should take care of this since they dropped the ball.

Thanks

denise

 

[browniemtb]

Are you putting 10 people in 2 studios??

 

[rparmfamily]

This is a tough question and let me know if I am wrong about this. Rooms have a max occupancy rate per type of accomadation. Studio and 1 Bedrooms are 4, 2BR are 8 and Grand Villa is 12. These are set in relation to the fire code. On the other hand, when the reservations were made, MS should have caught this and mentioned it up front. I would have to say that they should help with the fixing of the problem since they didn't catch it in the beginning.

 

[DebbieB]

They move rooms not people. How many rooms did they have reserved at BWV? The room occupancy limits are the same at BWV and BCV, unless they were guaranteeing them a dedicated studio at BWV, which technically can hold 5 (very small daybed).

 

[CarolMN]

From what the OP has posted, I would assume they originally reserved a 2 bedroom and either a studio or a 1 bedroom to go with it. As DebbieB posted, they move rooms, not people.

There really isn't any way to know where the mistake happened. It's possible a mistake or misunderstanding happened when the original waitlist request was made.

It's unfortunate that the OP's friend didn't ask about both rooms when the CM called about the 2 bedroom waitlist.

At this point, it sounds like the best thing to do is get the extra room somewhere - does the OP still have the BW room for those nights? Sounds like he/she should still have that. If not, my advice is to call and take whatever is available, even if it isn't in the EPCOT area. At least there will be a place to sleep and the party will be in different resorts for only 2 nights.

Best wishes -

 

[wdw4us]

At the Boardwalk for 2 nights she had a 2 bedroom and a studio.

When Member Services moved her for those 2 nights they gave her a 2 bedroom and dropped the studio at the BC. For the remainder of the week she has a 2 bedroom and a studio at the BC.

I hope this makes sense to you.

denise

There is not much available, but she currently has a room reserved at Port Orleans in case something better does not become available.

 

[dianeschlicht]

I'm still having a bit of trouble following this. Did she ask about the studio protion when they changed the 2 bedroom one? I'm guessing the stuido portion stayed put and just the 2 bedroom portion moved.

 

[wdw4us]

nothing stayed put. Somehow they moved over the 2 bedroom to the BC – did not keep the studio at the BW and didn’t see that they should have moved that one also. They cancelled both places at the BW but only gave her 1 at the BC- the 2 bedroom. For 2 nights they don’t have a studio either at the BW or the BC.

 

[dianeschlicht]

Sounds like someone messed up then. Did she ask about the studio? I would think they would need to give her something to replace it.

 

[wdw4us]

Sounds like someone messed up then. Did she ask about the studio? I would think they would need to give her something to replace it.

Yes she did call and questioned it and no one could understand how this happened and they did search for an alternate place at BW etc with nothing available.

We're hoping that a last minute cancellation will happen at either resort and she can get something close by.

denise

 

[ClarabelleCow]

you should try the swan and dolphin as backup!! its very nice and at times you can get some very good deals

 

[byoung]

I think they should come thru for them. If not why not a studio at OKW or SSR.

 

[canwegosoon]

I think something should be done...even if it means putting you in a non-DVC room(eg BC or YC room)...I am shocked they dumped a stuido...they have to fix that.

 

[Sherri]

So pretty much they changed her reservation and screwed up on the studio and just said sorry without telling her how they would fix it? It sounds like they NEED to give her another option no matter what it might be.

 

[bobbiwoz]

If she has a reservation number for the studio and she gives it to MS, what do they come up with, nothing, or is there a cancellation number associated with it?

Bobbi

 

[NJOYURLIFE]

If this happened to me, I would be questioning the heck out of them on where they got the authorization from to drop the studio. If they said that I gave it and I knew that I hadn't, then I would ask to speak to a supervisor and complain as high as I could until I got an acceptable answer.

Is she at least waitlisted for those dates for a studio now?

 

[wdwstar]

I agree I would be still pushing the issue that I had two rooms booked and for what reason was the studio canceled. I understand that they were on a waitlist for a 2bd & studio, so if the 2 bd came thru they still should have a studio at the BWV, someone really goofed up here. Now DVC needs to make it right and your friend shouldnt be at fault here and shouldnt have to scramble to find another room, your friend needs to contact a supervisor or the e address on the dvc website about her problem.

 

[TammyAlphabet]

You need to call back and speak to a manager. They should make this right!

 

[dianeschlicht]

My friend Betty is heading down to Disney next month using her points at the BCV. They are 10 people. Because it is not their home resort they had to book at the 7 month window and got 2 nights at the BW and the remainder at the BC. They had 2 rooms and were waitlisted for the BC. Member services calls and gets them transferred from the BW to the BC because of a cancellation.

Somehow, they dropped 2 people in the process and have only moved 8 of the 10 over and because of fire code, they can’t all stay in the same room(s). Now she is on the hunt for 1 room for 2 nights in the BC area. I’ve tried Dreamsunlimited for the S/D and nothing is available for those nights.

My question, has this ever happened to anyone here and don’t you think Member Services should take care of this since they dropped the ball.

Thanks

denise

Re-reading this, it still sounds to me like the studio is still at the BWV. I think both MS AND the member have "dropped the ball" on this one. If I was the member talking to MS, I would not hang up the phone until I KNEW for sure what rooms had been changed and that it was the correct amount of points etc. Your friend should go to their account on-line and check it out to be sure what is acctually reserved, and then go from there.

 

[wdw4us]

Thanks so much for all your replies. I'll forward all your suggestions to her and let you know how things turn out.

We have contacted Dreamsunlimited Travel and they have been helpful - even tho there is nothing available at the Swan/Dolphin - they certainly go above and beyond for Betty and I as usual.

denise