DVC Reservation Question/Issue

[dookaloo]

Hi

Long time lurker and enjoys the wealth of information here. Just wanted to see if this has happen to anyone.

Trying to make a last minute trip to the world for memorial day weekend, called member services yesterday to make a reservation for 3 nights in a studio anywhere. Members services found a room at Saratoga Springs for the 3 nights and was booking the reservation when she came back and said that they have a system issue and was unable to confirm the reservation, however the points (which I needed to borrow) was already deducted from my membership. I called back several times and they couldn't tell me what the issue was, just that it's an IT issue and the reservation is on hold and management will have to review it. My annual dues are up to date and the only thing was I bank all my points for this use year into next year, before I decided on this trip.

Did anyone come across something like this? I'm just nervous that they are going to cancel my reservation for some reason and I purchase my airfare based on this reservation.

Thanks for the info.

 

[erionm]

There have been a couple of posts with simular issues. IIRC, in all of those cases the reservations were eventually entered correctly in to the system.

 

[dookaloo]

Just wanted to give an update and see what I should do next.

So it has been a week since I tried to book the reservation and still haven't heard from member services. I decided to check online on the DVC member website and see if there is anything there. In looking at my transaction details I see that 45 points were borrowed to book the reservation at SSR and it had the dates, reservation # and everything on April 14th. Then on April 21st I see that the reservation was canceled!

So I called member services right away and they explained that they don't see any reservation and the room is still on hold and the issue is still not resolve. I explained to them that I see that my reservation have been canceled on the member website and that I have 45 points available for use, which I shouldn't have. The CM guarantees me that they have the room on hold for me and to just give them a couple more days to resolve the issue.

Should I take her word for it and wait or should I call back and speak with someone else. Who do I ask for and what would I even ask?

Thanks

 

[Uncle Remus]

I don't have any info for you, but I just want to share your frustration.

 

[wbl2745]

Should I take her word for it and wait or should I call back and speak with someone else. Who do I ask for and what would I even ask?

I would call and politely ask to speak to a manager, then tell your whole story.

 

[Sandisw]

Happened to me last fall, in October, during the system change. It took about 2 weeks for everything to be set and done.

My account had some really strange things going on with it during the time and it made me very nervous as the room, SV 2 bedroom at BLT, was the last one and I was assured it was on hold while IT worked on the issue.

Everytime I called, they told me a few more days, and when I called, they reassured me again. It was stressful but everything was worked out but each tiem I called, I told them I just wanted to check and they were fine with that.

So, if the CM told you that it is still on hold, then I believe that it is and that the points you see taken, etc. have to do with what they are fixing. They told me back then that some member's accounts had issues with the new upgrades and had to be dealt with case by case. I don't know when the last time you made a reservation, but if it was before the system changes, you could have some of the same issues as me.

Good luck but I would try not to stress too much about it.

 

[Mert]

I had a similar problem a year or so ago at the Wilderness Lodge. They said they couldn't confirm but after calling back to check the lady recommended me calling the Hotel directly and see if it had shown up on thier computers. I did, and it did. The way it was explained to me was the DVC sytem was not the same as the Disney Hotel sytems because some of the Hotels such as the Animal Kingdom and the Wilderness Lodge were still using rooms for both DVC and regular patrons. Although your hotel is newer I wouldn't be quick to believe they changed their system that quick. Give it a try, have a great trip.

 

[mic_KY_mouses]

I know this may be overkill, but I always print my ressie proof off the member website as soon as it shows up in case I need it for verification later.

 

[dbs1228]

Make sure you document MS names, dates and times you call so if something does go wrong you have a name to fall back on that assured you everything was fine.

 

[dookaloo]

Thank you everyone for your comments and suggestions.

I checked the member website today and found that my reservation have been confirmed. I called member services just to make sure and seems everything is all set.

Still don't know what the original issue was, just that it was an IT problem. They said that at the time I was checking online they could be trying to book the reservation as that is maybe why I see a cancellation.

I guess maybe it's what Sandisw said that some accounts have issues with the upgrade, as the last time I made a reservation was back in 2009, saving the points for Hawaii next year.

Thanks again.

 

[Sandisw]

Thank you everyone for your comments and suggestions.

I checked the member website today and found that my reservation have been confirmed. I called member services just to make sure and seems everything is all set.

Still don't know what the original issue was, just that it was an IT problem. They said that at the time I was checking online they could be trying to book the reservation as that is maybe why I see a cancellation.

I guess maybe it's what Sandisw said that some accounts have issues with the upgrade, as the last time I made a reservation was back in 2009, saving the points for Hawaii next year.

Thanks again.

So glad that everything is worked out!!!