Dvc-guest services vent

[SheilaHeartsDisney]

Got a little bit of a vent… so we have a mini family reunion planed for next week. My aunt booked 4 nights at GFV and two nights boardwalk preferred. She put in a waitlist for boardwalk view. They called her Monday to say that her wait list came through and then asked if she would like to keep both. In her mind she thought they meant both boardwalk views. Never once mentioning GFV. So she of course said no she doesn’t need both.

She checks today just to make sure things are in order and they took away her GFV stay for the 1st part and she just has BWV. She’s been on the phone on hold and after talking they said all they could do is get her in at SSR. No extra pixie dust for the inconvenience. No own up to their mistake.

It just makes me mad since we had all the plans focused mainly on the monorail line and now it’s just all the extra hassle.

I don’t know what more she can do but just wanted to vent and maybe see some words of encouragement.

 

[cvjw]

If I were her, I would call back and ask them to listen the recording of the call, if there is one. It would be interesting to know exactly what was said. It could have been a mistake on member services or it could have been a mistake on your aunt. If it was a member services mistake, maybe they would work harder to try and fix it. Sorry it happened, either way.

 

[Sandisw]

I am so sorry that this happened.

Do you know if your aunt set the waitlist up online? If she did, did she choose it to replace the BwV nights?

Also, did she by chance take a screen shot to show what she wanted done?

I have started doing it for this reason. It sounds like the CM modified the wrong reservation after she asked and instead of hitting the BwV she changed VGF.

Hopefully you can keep calling and they can work out something else for you.

 

[SheilaHeartsDisney]

I’m wondering that myself. If maybe she choose to cancel the VGF online. But then I would think that the 2 BWV reservations would be there.

I feel that DVC rep should have been crystal clear about what was being removed and replaced.

But at this point just try to make the best of it.

 

[SheilaHeartsDisney]

If I were her, I would call back and ask them to listen the recording of the call, if there is one. It would be interesting to know exactly what was said. It could have been a mistake on member services or it could have been a mistake on your aunt. If it was a member services mistake, maybe they would work harder to try and fix it. Sorry it happened, either way.

Good idea. I’ll mention that too her!

 

[Sandisw]

I’m wondering that myself. If maybe she choose to cancel the VGF online. But then I would think that the 2 BWV reservations would be there.

I feel that DVC rep should have been crystal clear about what was being removed and replaced.

But at this point just try to make the best of it.

So you didn’t end up with two BWV and no VGF?

Then it is very strange because the waitlist nights would not have matched the same dates as VGF. And if all that was left was the two nights from the waitlist then it means two were canceled and not one.

I could see this if your aunt had two memberships and had VGF on one and BWV on the other and then set up the waitlist on the wrong one but it doesn’t sound like she does.

Good luck and I agree..ask to talk to a supervisor and review the call!!

 

[SheilaHeartsDisney]

So you didn’t end up with two BWV and no VGF?

Then it is very strange because the waitlist nights would not have matched the same dates as VGF. And if all that was left was the two nights from the waitlist then it means two were canceled and not one.

I could see this if your aunt had two memberships and had VGF on one and BWV on the other and then set up the waitlist on the wrong one but it doesn’t sound like she does.

Good luck and I agree..ask to talk to a supervisor and review the call!!

That’s exactly what I was thinking too!! I told my uncle that so he called right after work. He has been on the phone with dvc for the last 2 hours. I can’t wait to hear the outcome.

 

[Simba's Mom]

If I were her, I would call back and ask them to listen the recording of the call, if there is one. It would be interesting to know exactly what was said. It could have been a mistake on member services or it could have been a mistake on your aunt. If it was a member services mistake, maybe they would work harder to try and fix it. Sorry it happened, either way.

Yes, definitely. That disclaimer thing "This call may be monitored or recorded for training purposes" can really help-you! I had some days of a reservation inexplicably cancelled, and the resort was sold out. Since we'd flown, we had firm airline dates, and couldn't't leave early. Of course, MS tried to blame us, but after they listened to the recording, they suddenly got very nice. I never asked if it was their fault-my Irish temper couldn't take it, but no one blamed us anymore. The good news is that cancellations do happen at the last minute (unfortunately for those who have to cancel), and we did have a room every night. I could say "Some day you'll laugh about this", but for us, it's taken 13 years to laugh. Hopefully, it works out.

 

[RoseGold]

I mean, to be fair, they are in the middle of hurricane right now. You might have better luck calling in a few days.