DVC MS saved my bacon!!

[peabody58]

So today I booked our 2016 Sept BLT trip in the first hour of our 11 month window using on-line reservations for the first time (had always called MS before). I should have had my coffee first!! I have a Sept UY. I erroneously thought the system would use my 2015 points first, and then 2016 pts. Well, since I hadn't banked the 2015 points before selecting the reservation, it used my 2016 points and borrowed from the 2017 allotment. Yes, there were several disclaimers popping up about borrowing points, but in my sleep-fog, I was thinking I was still using 2015 pts and borrowing from 2016 pts. My bad. Once the coffee kicked in, I started thinking about the transaction and got back on the DVC site and located the points transaction record. Not the end of the world, but if I couldn't get the points usage straightened out, it would adversely impact our 2017/2018 vacation plans.

So I called DVC MS to see if anything could be done about my brain-fart. I readily confessed my error, was very polite and was ready to accept a 'no can do' response. Boy was I surprised when MS jumped right on the points issue, and in about 10 minutes, had everything straightened out. They were actually happy that I had called so soon after recognizing my error, and that they were able to make me a happy camper. I was able to follow the transaction changes on-line which was pretty cool (and reassuring). Since there were only 2 BLT Dedicated 2 BR Standards left, they didn't want to cancel and rebook my reservation for fear that the rooms wouldn't be there. So they had to get another supervisor involved as they had to hold my current reservation during the return of the 2017 borrowed points and redistribution of 2016 points.

If I could give a higher feedback of 5 on the follow-up survey, I surely would have. MS even said that I hadn't used up my 'Get out of jail free' card because I had been so prompt and courteous about this issue.

Best take away from this: Make sure you bank points into the UY you are making your reservation for. oh, and finish your coffee before booking on-line!!

 

[bobbiwoz]

Glad it worked out!

 

[jekjones1558]

Thank you for posting this great report. I love reading these kinds of happy threads. We have been members for 15+ years and have had absolutely top notch experiences with MS 99% of the time. Even MS is staffed with humans so it is not surprising that errors sometimes happen but, like the experience you related, peabody58, we have felt so blessed by the fabulous MS agents. When the chips are down we have found MS always rises to the occasion. Credit where credit is due!

 

[Canadian Disney Mom]

I love hearing stories where MS was able to help out! Everyone makes mistakes and it is reassuring when they are able to make things right

 

[pangyal]

What a wonderful story!

Can I confess, though, that I was just a teeny bit disappointed when the story did not actually describe MS being saved by bacon? I was so excited to find out more about that

 

[pmaurer74]

What is the get out of jail free card? I am very new to this and will be booking in two weeks for the first time

 

[wilma-bride]

What is the get out of jail free card? I am very new to this and will be booking in two weeks for the first time

There is no physical 'get out of jail free' card but evey now and again there is a story of someone who has made an error when booking, forgetting to bank points or erroneously borrowing points, or even situations where reservations have to be cancelled due to unforeseen circumstances. The policy is that all of these transactions are final but MS is sometimes able to sprinkle a little 'pixie dust' and resolve the issues. Not always, and there are no guarantees, so always best to be doubly sure to understand the implications of the transaction, but it is nice when MS is able to assist when people might ordinarily have been left 'out of pocket'.

 

[Mokat76]

OP, I'm happy it worked out for you and you learned a valuable life lesson about booking while not caffeinated. LOL.

I've usually had very good service from the MS reps. I'd say for me they're probably one of the foremost perks left of DVC membership. My sis and I were trying to coordinate our SSR reservations, sync up our magic bands and hook them up with the 4-day military passes I bought. Neither of us could pull it all together until I threw myself on the mercy of MS. In no time, she had us fixed up perfectly. She truly saved the vacation.

 

[pangyal]

Ha ha ha, OP changed the thread title and now my comment is lost in the wind

In all seriousness, though, I feel that this kind of attitude on the part of MS sets DVC apart from most other timeshares.

 

[bumbershoot]

and finish your coffee before booking on-line!!

Absolutely. Especially for those of us on the west coast or beyond. Coffee, or thorough notes to go by (written while caffeinated)...both vital!

 

[wilma-bride]

The one advantage to being in the UK, I guess. It is a disadvantage when booking FP+ and other things where the booking window opens at midnight. But as far as MS is concerned, at least by 1pm I am be wide awake enough to not make mistakes when booking.