Experience with MS Phone or Chat for Reservations

[Sandisw]

Now that we are about 6 weeks into the new T & C checkbox language on the website, and MS asking owners to attest to those when calling or chattting to make or modify reservations, we can use this thread to share experiences with the CMs.

This way, we might be able to discover trends on how CM's are handling things, and any other important information that is shared.

 

[VGCgroupie]

07/02 - I had to change the lead guest today for a reservation I am renting (previous renter cancelled) The CM said this via chat.
“Prior to modifying this reservation, please note, by confirming this reservation, you are agreeing to the Disney Vacation Club's Terms and Conditions. Do you confirm that this reservation is for your personal use only?”

07/07 - Used online chat to merge 2 reservations that are not rentals and my name is the lead guest on both reservations.
I was still asked "By combining the reservations, you are agreeing to the Disney Vacation Club's Terms and Conditions. Do you confirm that this reservation is for your personal use only?"

 

[Ensusieasm]

I called to book a reservation, because I needed to buy a few OTU points, and for the first time ever, I was asked if the reservation was for my own personal use.

 

[zavandor]

I opened a chat to add room requests, so I also asked about renting:




Note how he avoids to explicitly answer the question if renting to strangers is allowed or not. I find it misleading.

 

[jennypenny]

I opened a chat to add room requests, so I also asked about renting to strangers is allowed or not. Note how he avoids to explicitly answer the question if renting to strangers is allowed or not. I find it misleading.

It seems deliberately misleading. Probably because they know they can't say 'you can't rent to strangers' because our POS's say that we can.

This confirms for me that they know they can't limit rentals unless it's a straight up commercial venture so their plan is to harass members who rent out their points, even though it's allowed. They are playing dirty pool to put a chill in the air. I don't like it.

 

[Mouseforward]

I had a better experience after some pointed questions

 

[JackosinDIS]

It seems like we get a slightly different answer every time someone chats to MS. Impossible to pin them down to an answer on this!!

 

[RivShore]

What annoys me most about this whole thing is that, with the right datasets, we (as in the many excel gurus on this board) could determine exactly who the commercial renters in a few hours. No need to harass your loyal, occasional renter owners at all. Filter all owners for LLC's and other (possible business) entities, then look at number of reservations and the names on each. Different names month after month and year after year=commercial renter! Yes some will slip thru the cracks but you just took care of 80%+ of your problem and eliminated all this nonsense happening on phones and chats. Why can't you do this DVC?

 

[Mouseforward]

What annoys me most about this whole thing is that, with the right datasets, we (as in the many excel gurus on this board) could determine exactly who the commercial renters in a few hours. No need to harass your loyal, occasional renter owners at all. Filter all owners for LLC's and other (possible business) entities, then look at number of reservations and the names on each. Different names month after month and year after year=commercial renter! Yes some will slip thru the cracks but you just took care of 80%+ of your problem and eliminated all this nonsense happening on phones and chats. Why can't you do this DVC?

This would be what a company would do if they wanted to solve the problem of commercial renting and ban the commercial accounts.

Just misleading the average owner with conflicting statements is what you would do if you wanted to the owners to think you are going after commercial renters without actually doing it.

 

[Tatebeck]

What annoys me most about this whole thing is that, with the right datasets, we (as in the many excel gurus on this board) could determine exactly who the commercial renters in a few hours. No need to harass your loyal, occasional renter owners at all. Filter all owners for LLC's and other (possible business) entities, then look at number of reservations and the names on each. Different names month after month and year after year=commercial renter! Yes some will slip thru the cracks but you just took care of 80%+ of your problem and eliminated all this nonsense happening on phones and chats. Why can't you do this DVC?

This would be what a company would do if they wanted to solve the problem of commercial renting and ban the commercial accounts.

Just misleading the average owner with conflicting statements is what you would do if you wanted to the owners to think you are going after commercial renters without actually doing it.

They could still be doing this, we just don't know. Disney is very secretive with things behind the scenes.

They could simply be putting up a strict and united front with what they say to all inquiring members to help with what they are doing behind the scenes. Commercial renting members may be fishing for official responses from chat CMS or higher ups saying that renting is 100% okay that they could use as a "gotcha" if/when the crackdown comes for them. By not providing these gotchas, they may be helping the process

 

[VGCgroupie]

I opened a chat to add room requests, so I also asked about renting:

View attachment 984912
View attachment 984913

Note how he avoids to explicitly answer the question if renting to strangers is allowed or not. I find it misleading.

I love how you made your words very clear.

This almost feels like a non human interaction. Which is so crazy and so un Disney.

 

[VGCgroupie]

@Girlstar30 will you post your screenshots here also. You spoke with Rex and I know he isnt an MS newbie.

 

[Girlstar30]

@Girlstar30 will you post your screenshots here also. You spoke with Rex and I know he isnt an MS newbie.

Sure! It seems like they also told @zavandor that renting to strangers isn't allowed, this is so crazy!

 

[Girlstar30]

My chat with DVC this morning in which they told me that renting to people that you do not know personally or a stranger from online is not allowed.

 

[mkatsy]

. Why can't you do this DVC?

Why won’t you do this DVC? … of course they can, they are choosing a different approach, and it’s feeling shadier as each day passes. Remember a DVC representative (CM or attorney) signs every ROFER and every foreclosure deed … they know.

 

[Girlstar30]

Why won’t you do this DVC? … of course they can, they are choosing a different approach, and it’s feeling shadier as each day passes. Remember a DVC representative (CM or attorney) signs every ROFER and every foreclosure deed … they know.

I always say this. A company can do whatever they want for their customers (provided its not illegal), the question is will they?

 

[Girlstar30]

It seems deliberately misleading. Probably because they know they can't say 'you can't rent to strangers' because our POS's say that we can.

This confirms for me that they know they can't limit rentals unless it's a straight up commercial venture so their plan is to harass members who rent out their points, even though it's allowed. They are playing dirty pool to put a chill in the air. I don't like it.

Oh yes they are saying agreeing you cant rent to strangers, see my convo above

 

[Tatebeck]

Oh yes they are saying you cant rent to strangers, see my convo above

Technically you said it lol, and they just went along with it. But what they said in their two different responses definitely gives 2 different meanings. So it is possible that they did not know what "expressly prohibited" really means, or were confused, had the wrong information, or something else entirely.

You just can't usually take what answer you get from the first line CMs via chat as 100% truth, because what they say can change from CM to CM, from day to day, or in your case from one line to the next in the same conversation

 

[zavandor]

Sure! It seems like they also told @zavandor that renting to strangers isn't allowed, this is so crazy!

He's been smarter. He carefully crafted his answer to give the impression that renting to strangers is not allowed without actually saying it.
Which is even worst. Because no way he came out with that on the fly. It's a script they've been given by higher ups, to actively misdirect and mislead members.

 

[Girlstar30]

Technically you said it lol, and they just went along with it. But what they said in their two different responses definitely give 2 different meanings. So it is possible that they did not know what "expressly prohibited" really means, or were confused, had the wrong information, or something else entirely.

You just can't usually take what answer you get from the first line CMs via chat as 100% truth, because what they say can change from CM to CM, from day to day, or in your case from one line to the next in the same conversation

True, but yes, he solidified that it wasnt allowed to rent to people you dont know when I asked if it was prohibited and he said yes.

I agree front line cast members dont always give correct info, but in Zavandor's chat in the other thread they said it's not allowed either I believe, I need to read it again.

Which means they are now leading people to clearly believe that its not allowed to rent to strangers rather than being so ambiguous about it and that is concerning to me.