DVC messed up

[hobie]

Now what do I do? Member Services is not returning my phone calls. Anyone have any suggestions?

Several months ago I booked our annual trip (August) to WDW. I booked a 1 bedroom at OKW for 4 nights and wanted a 1 bedroom at BCV for the rest of the trip. Unfortunately the 1 nedroom was not available for all 7 nights at BCV so we booked 5 nights in a studio (reluctantly) and the last 2 nights in a 1 bedroom. I asked to be waitlisted for a 1 bedroom for the other nights but not to be bouncing back and forth between a std and 1 bd. They changed my reservation and put us in a studio for all 7 nights without notifying me or sending a confirmation ( changed on May 31, 2007). I had borrowed points to stay those 2 nights in the 1 bd and now they have caused me to forfit the 30 points since I cannot use them before Dec 07.
I have called member services 2x. Have spoken with the supervisor and he assured me that he would call me back when he worked out what had happened. He did not return my call 30 hours later so I called again. I left a message which they said they would place on the supervisors desk so that he would call me back as soon as he was off the call he was on...now, 18 hours later he still has not returned my call...I am outraged that they changed my reservation without my knowledge and they did not waitlist me correctly. Help!!!!

 

[Mike©]

Maybe you should call your Rep. !

 

[hobie]

I have tried...supposedly she is not available until 8/22.

 

[Chuck S]

OK, I am going on the assumption that there is no other availablility and you are, unfotunately, stuck with the studio. I am also assuming you have a Dec. Use year, since you state the points have to be used by December.

There ia an option, especially given it was MSs mistake.

You are within your banking window, the 30 borrowed points could be used for the studio, freeing up 30 current use year points that can be banked to your next year. The supervisor would need to make that manual adjustment for you, though, since you are within 30 days, and those points would normally go into a holding account.

When do you leave for your trip? I would call Member Services again. It is possible the supervisor you spoke to is simply not in the office today.

 

[hobie]

I called a DVC representative that put me in contact with another Member Services supervisor. I went over the situations again with her and she said she or Ted would call me back today (8/8). At this point I think I am stuck in the std but I can live with it. I'm just mad that they made the change without notifying me and that no one has been curtious enough to call me back with a solution to my missing points or my reservation change.

We leave on 8/20. I guess I will have to do all my relaxing during our OKW stay when we have the extra space. We have stayed in a studio in the past but the kids were much younger (and smaller). We also like to take advantage of having a full kitchen to minimize eating out.

 

[duckfan78]

tell them you want to speak to your guide or any other guide. tell them your situation and that you need it resolved

 

[DisDaydreamer]

I don't understand why people so often say "call your guide" They have no control over MS. I've never heard anyone say "my guide fixed my reservations problem for me".

 

[Deb & Bill]

With the automatic waitlist you have to be very specific about what you want. You won't be notified if what they understand you to say that you wanted comes through and they go ahead and change your reservation.

 

[LIFERBABE]

This is an example of how they have gutted the waitlist process and why I would never use it for a peak period reservation. They can really mess up your holiday plans and your points to boot.

OP, I am sorry this occurred, this has been my understanding of what can go wrong with the autolist process.

I hope they work it out, but it may take some time. Most of your fixes will need to be done manually and afterhours.

 

[vwlvette]

Contacting your guide is worthless, they are nothing but Real Estate sales people, I would keep calling the Supervisor back until I am pleased with the outcome. If the Supervisor you are speaking to does not respond, or does not solve the issue, Ask for his/her boss.

Good luck with your difficult matter, Just remember being at Disney is better then the option!

 

[hobie]

The rep that I called just passed me along to member services. Member services took the information and was going to get with the other supervisor I had spoken with 2 days ago and one of them would call me "today" with the resolution. The rep did seem like a sales agent. She listened to me but all she did was pass me off to member services.

I have to say that I have never had a problem with making or changing reservations or with the waitlist procedures. This is the first time after 9 years. Usually this isn't a busy time of the summer (last 2 weeks of August) and that is why we go. The funny thing about this waitlist thing is that the original Member service person I spoke with in May asked me if I wanted them to call when my request became available and I said "yes"....obviously she wasn't listening well due to the error in my waitlist request and the lack of a phone call.

 

[LIFERBABE]

The rep that I called just passed me along to member services. Member services took the information and was going to get with the other supervisor I had spoken with 2 days ago and one of them would call me "today" with the resolution. The rep did seem like a sales agent. She listened to me but all she did was pass me off to member services.

I have to say that I have never had a problem with making or changing reservations or with the waitlist procedures. This is the first time after 9 years. Usually this isn't a busy time of the summer (last 2 weeks of August) and that is why we go. The funny thing about this waitlist thing is that the original Member service person I spoke with in May asked me if I wanted them to call when my request became available and I said "yes"....obviously she wasn't listening well due to the error in my waitlist request and the lack of a phone call.

The waitlist process changed on June 1, 2007 I believe. They no longer call and make the ressie automatically and will cancel any existing ressie for the same timeframe.

If you listed back in May, then they should have called you because the old rules shoud have applied, which is what I was told anyway and how I expect it to work if it comes thru.

Also, they really need a way to let you know what you are listed for, because when they make a mistake or you, there is no way to review the list without calling MS and asking that question specifically. Most of the time they will tell me I am on the list and it has not come thru, but rarely do they review the list with me. I would like to see a section on the website that says MY WAITLISTS.

 

[duckfan78]

I don't understand why people so often say "call your guide" They have no control over MS. I've never heard anyone say "my guide fixed my reservations problem for me".

Not sure who everyone else has as a guide, but mine has bent over backwards to help me out with things other than that of buying more points. In fact he tells me whenever I need anything, no matter what it is, he tells me to call him, which I do, and he comes through for me.

 

[Dean]

Contacting your guide is worthless, they are nothing but Real Estate sales people, I would keep calling the Supervisor back until I am pleased with the outcome. If the Supervisor you are speaking to does not respond, or does not solve the issue, Ask for his/her boss.

Good luck with your difficult matter, Just remember being at Disney is better then the option!

I'm the first to label them as timeshare sales people. But they can often help new and existing members work through problems but mostly new members. This is not the situation they can do so I don't think.

Hobie, just free up the points that are current use year and then bank them. The points you have may already be bankable. MS should be able to make this happen without too much issue regardless. They will not be able tell you what happened and why in all likelihood.

 

[DisDaydreamer]

Not sure who everyone else has as a guide, but mine has bent over backwards to help me out with things other than that of buying more points. In fact he tells me whenever I need anything, no matter what it is, he tells me to call him, which I do, and he comes through for me.

I am sure many guides do what they can to help how they can. Support, suggestions, ideas, sympathy, empathy, maybe even a name they know of to call, but when it comes down to it MS reservations people don't anything to do with the sales guides.

Frankly, I would be surprised to find out guides are even allowed to contact MS on behalf of one of their customers. It would become a nasty situation pretty quick.

 

[DisDaydreamer]

Contacting your guide is worthless, they are nothing but Real Estate sales people, I would keep calling the Supervisor back until I am pleased with the outcome. If the Supervisor you are speaking to does not respond, or does not solve the issue, Ask for his/her boss.

Good luck with your difficult matter, Just remember being at Disney is better then the option!

Well.... I think you probably are getting some scowls from Realtors right now. I have some realtor friends that are much higher in the food chain than I am, but I agree completely in dealing with the supervisor and moving up the chain of command as necessary.

 

[hobie]

After calling yet another 800 number and reaching a DVC representative that was symathetic but couldn't not help much I am back to calling Member services tomorrow when they open. The DVC rep did mention that she was in the "marketing department" and couldn't help but she did suggest that when I call back tomorrow to ask for a "Leader" who is above the supervisors. At this point it can't hurt. I'll try again in the morning.

Thanks for everyones suggestions. Hopefully I will find the right person that can shed some light on to what is going on with DVC reservations...waitlists...and missing dvc points.

 

[DisDaydreamer]

After calling yet another 800 number and reaching a DVC representative that was symathetic but couldn't not help much I am back to calling Member services tomorrow when they open. The DVC rep did mention that she was in the "marketing department" and couldn't help but she did suggest that when I call back tomorrow to ask for a "Leader" who is above the supervisors. At this point it can't hurt. I'll try again in the morning.

Thanks for everyones suggestions. Hopefully I will find the right person that can shed some light on to what is going on with DVC reservations...waitlists...and missing dvc points.

Good luck... be firm, but not attacking.

 

[hobie]

Ok...spoke with someone in Member services that actually called me back. They apologized for the error and the inconvenience. She said they get busy sometimes and don't get a chance to call back, but after 3 days they had no excuse. She said that she could waitlist me for the 1 bedroom but at this point I don't want to change rooms for just 1 night. The 30 points that I had left over were used for one of the nights that I was paying cash (they didn't have any point rooms for that night when I originally made the reservation). She also apologized that I was not notified of any of the changes.

So basically we are in a studio at BCV for 7 nights (make that 8...I was able to add another night). One of the kids will just have to sleep on an airbed...could be worse. I could have no place in Disney to stay for my vacation.

I have learned my lesson to try and avoid being waitlisted.

 

[2 princes 1 princess]

We have a problem with MS that we're dealing with too. We were waitlisted for an extra night at Vero and we never got a phone call. We were still charged 12 pts for that night and we didn't even stay there. I have reciepts to prove it and I've called MS who tell me I have to call Vero who sends us back to member services. It's a joke!