DVC point rental issue

[Took]

I am renting points from David's for our December trip. I've been going to Disney for years now and have rented points directly from members several times with no problems.

We originally booked 2 adults and 1 child (age 17) for four nights at BCV. No problem. The BCV reservation lists us as 2 adults and 1 child (age 17).

Then, a bit later, we wanted to add a night. BCV was sold out, but David's said we could get a room from another member at BLT for that one night. Great. We rented. When I looked at the reservation, however, my 17 y.o. "child" was listed as an adult. I wrote David's right away and noted the issue. They said, a 17 y.o. is an adult. I knew this was different from the first reservation and pointed this out. The employee said would "look into it." I did not hear back from them. I thought "whatever, it probably won't matter" even though I knew my daughter had always been called a "child" on room reservations (I know tickets are different).

Now, it's November, and I'm trying to use MyDisney Experience to link tickets to the reservations. For me and my spouse, no problem even with our having two room reservations. Everything works. But not so with my daughter's ticket.

Since one reservation lists her as an adult and one as a child, MDE thinks she's two different people. I called MDE, talked with them for a long time, and they couldn't fix this without DVC changing the one-night reservation to (correctly) identify my "adult" daughter and "child" daughter as "the same person."

Problem: I called David's with this info this morning, they (again) tried to tell me that I was wrong and that my daughter was an "adult" per Disney. They also said that the member really didn't have to take care of this but that they would "ask." They also implied that MDE was the problem. I think it's the discrepancy between the two reservations.

I'm irritated. I want to support and "like" David's (since on every other matter they seem really nice and generally are helpful) but this problem is delaying my fast-pass+ reservations and generally causing me a headache. Also, I noted this problem two months ago in emails (which I have still) and they apparently did nothing to correct it.

 

[Sammie]

You are correct, 18 is adult and yes the ages will have to match.

Hopefully David will see this and get it right for you.

 

[CarolMN]

David posts here using screen name Daddio. Try sending him a PM. I would be very surprised if he didn't arrange to get this fixed for you.

 

[Daddio]

I will look into this in the morning.

~ David

 

[DVC-Melissa]

As per our phone conversation yesterday we are working on having this rectified. I will follow up with you once I have confirmation that the proper corrections have been made.

Thanks!

 

[Took]

While David's has not been able to get the issue corrected yet, I want to report how helpful Melissa has been. I'll post back to update when this is resolved. In the meantime, I encourage any and all to address a similar problem when it comes up. Obviously, the MDE system is not equipped to deal with "inconsistencies."

 

[lions1995]

Makes me wonder what you would do if you were celebrating an 18th B-day duringt he first half of a split stay. I guess one would simply have to lie to DVC.

 

[jtowntoflorida]

Even though this isn't the exact same situation, we had a similar issue. The person we rent from (we've done three transactions with him now) had our ages for our kids listed incorrectly on the first reservation he made for us. It would have made a difference because one of the kids was listed as being under 3, and he's actually 3 (needs a ticket and needs his own dining plan). Our owner was able to update our information with Member Services and it transferred over to MDE immediately after he made the call. So while a split stay wasn't involved in our issue, updating the information with Member Services and then that info transferring over to MDE shouldn't be an issue based on our experience. Is everyone sure the owner actually made the call to Member Services?

 

[Chuck S]

Obviously, the MDE system is not equipped to deal with "inconsistencies."

Absolutely true. For years I had my name listed as "Charles," my legal name when dealing with DVC, and "Chuck" on the regular Disney website. No problems ever showing existing reservations or dining and so forth. But with MDE I had to change my name in both profiles to CHARLES in order for MDE to link with my DVC Account and show my dining and FP+. Then it worked fine.

 

[Took]

Just to update again: it's all fixed now. It took a few days b/c the person from whom I was renting points was, themselves, on vacation at WDW. When they made the change to my daughter's profile, I received an email from MDE saying that this had happened. I had to go into my MDE and "okay" the update to my daughter's profile, then "magically" everything worked. I was able to get FP+ for the first day of our stay.


I also received a VERY nice email from David's apologizing for this confusion. My faith in the company is restored and I would not hesitate to recommend them.

MDE is certainly way too complicated but, at least, things seem to be working

took

 

[CarolMN]

Happy news! Thanks for sharing your experience. Have a wonderful trip!

 

[2012wdw]

I too am having an issue on MDE with two reservations we booked through David's vacation club. I would like to preface this post is not an issue with the rental process or David's vacation club directly, but rather a rented DVC reservation conflicting with MDE.

We have two room reservations, same dates. Booked as visitor 1,2,3 in first room and visitor 4,5 in second room. Problem being that visitor 2 dropped off the reservation and is replaced by visitor 4 on MDE??? So, now I have visitor 1,2,4 in first room and visitor 4,5 in second room on reservation. Visitor 3 now does not exist on our reservation and visitor 4 is staying in two rooms consecutively, at least where MDE is concerned?? I'm not sure about DVC as I am not able to speak with them since I am a non-member renting points. I've been back and forth between Disney and DVC to no avail, spending several hours on the phone holding and speaking to CM's. I was told by Disney IT ( on more than one occasion by different CM's ) that this is a "two second fix" that must be done by DVC IT. It is just a matter of getting DVC IT on phone. I was told by CM they would log the issue and send it to DVC IT. I received a generic email that issue was being looked at from MyMagic+.

Problems:
visitor 2 in our party appears to have dropped off our reservation
the park ticket for visitor 2 dropped off MDE
the visitor no longer appears on dining reservation ( not expecting this to be an issue because MDE still reflects correct amount in party )
visitor 2 does not have any fastpasses like the rest of our party does
visitor 2's magic band is listed under visitor 4's name ( visitor 4 has two magic bands?? )

I've been told by Disney IT that once DVC fixes name on reservation, issues that followed it would self correct, ie park ticket will appear, magic band will have correct name and ability to fastpass will be possible for visitor 2. It's been about 10 days and I don't see any correction. I hope to see it resolved before magic bands ship and also to fastpass for this visitor. Does anyone have any suggestions how to better handle this, has had a similar experience or the resolution timeframe?

 

[DVC-Melissa]

Good Afternoon 2012WDW

Please feel free to give us a call and we would be more than happy to take a look into your DVC reservation to make sure that the information is showing accurately (spelling of names, guest list etc.)

Sincerely,

Melissa
David's Vacation Club Rentals
Toll Free: 800-610-5791

 

[2012wdw]

Melissa, Thanks for offer to help! I was unable to call in as I wasn't home until after David's closed. I tried calling Disney tech support this evening to check on progress?? I'm glad I did as issue is now resolved.

A tech support CM was able to get through to "DVC" tech support and have name corrected on MDE (it was in fact correct at DVC level, something went haywire with name on reservation on MDE). CM at regular tech support was unable to correct on MDE as it was DVC reservation. I was unable to call DVC being I rented points. CM informed me that DVC tech support refused to help as I was not a member and these were rented points. (Not the first time DVC refused to talk to Disney on my behalf regarding this issue, heard this from another CM on a previous call trying to get this fixed) CM from this evening said he had discussed further with DVC, insisted on correction, involved manager and was finally was able to have DVC correct the MDE issue. The issues that followed missing visitor on MDE all self corrected.

In the future what to do if I need tech support for MDE.....

- Disney tech support couldn't help me directly because it is a DVC reservation
- DVC tech support won't speak with me or CMs regarding my reservation as I made the reservation renting points
- Member making reservation does not have access to my MDE account to request any changes or corrections (and the obvious, their part of the deal was fulfilled, DVC tech support has ridiculous wait time, and honestly not their problem)

CM mentioned DVC tech support has huge work backlog for MDE issues, many issues with members either in park now or about to visit. I'm thankful it is fixed and I don't have to look at MDE again, unless we need to change FP+ in parks.

 

[gdrj]

I have never rented points, and if I am out of line I apologize on the front end.

While David's fixed the issue I think it is unfair to any business to post issue on boards prior to direct e-mail to them requesting assistance (if I don't get a resolution first time I ask for the supervisor, and then their boss). I realize that efforts and phone calls were made and you may be 100 % accurate with your account of the situation but too many times I see "Xyz company" is the worse or let me down etc, when after the fact it is corrected and the damage to a company's reputation is done, even if it is just to a few people, not everyone will read follow-ups.

I'm all for making public after the fact, if situation is not corrected and I have done my part as the consumer and have zero satisfaction from the company.

Feel free to disregard, or ignore, or tell me I'm a fool, its just what I believe in.