Experience with MS Phone or Chat for Reservations

I called Member Services to modify a reservation in my 20yo daughter's name because she wanted to leave a day earlier from the trip, and website was giving me the fun Seven Dwarves error. I called in to MS to modify and they asked at the end if the reservation was for personal use. She almost seemed sheepish about it tbh.
 
I chatted with MS yesterday to put in a request to merge 2 reservations. Here's what I was asked during the 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?"
 
What's strange is that when I called today to add a request to an upcoming reservation, for once they didn't ask me. Now I wonder whether the request was actually added.
 

What's strange is that when I called today to add a request to an upcoming reservation, for once they didn't ask me. Now I wonder whether the request was actually added.

They don’t ask you when you put in requests because you are not asking them to do anything to the reservation.

Any modifications or changes is when you are asked.
 
They don’t ask you when you put in requests because you are not asking them to do anything to the reservation.

Any modifications or changes is when you are asked.
I was asked twice during the same phone call. Once when I requested for two reservations to be treated as a continuing stay and then again when I asked that it be noted that we were traveling with my sister's family and we wanted to be on the same upper floor. That was shortly after the change was made but I also think it depends on the CM you get.
 
My cousin recently decided to join me on my trip next month. I tried to add her as a guest through their on-line email. I received email saying I had to call.

This reservation was made last November before this new rule. I had to agree to the new terms. I was very nice and mentioned how I thought it was silly that I am the member, the lead name and I am asked if it's for my personal use. She made no comment. Since calls are recorded, as a CM, I would not comment either.

My son had to do the same when he added his wife's name and kids. He has a habit of booking the reservation while at work and to save time, he does not add all the guests information (they are 5) when booking.

I wonder how many members says "no". :rolleyes:
 
I wonder what the response would be if someone answered, "No, this is a rental and I don't personally know the renters."
The right answer would be: "yes, this is a rental and I don't personally know the renters". Because personal use includes renting.

Answering no the member would admit that, for whatever reason, they think it's not personal use, so MS would be right to cancel the reservation.
 
I wonder what the response would be if someone answered, "No, this is a rental and I don't personally know the renters."

And this is why, IMO, that the question can be misleading because some owners hear "personal use" and may interpret that to mean they are agreeing that the guest is an owner.

Renting to strangers is allowed (see one of the old threads where I get that in writing from DVC management) under the rights of the contract and so, when you are agreeing that the reservation is for personal use, it means you are agreeing that you are still using it for personal use and not using your membership in violation of the commericial pupurpose policy that DVC has in place
 
Easiest answer to get them off your back will usually be:

"Yes, I agree that this reservation is for personal use according to the Home Resort POS, the Multi Site POS, and the Home Resort Rules and Regulations"
I mean I usually just go with "yes" but to each his own 😜
 
And this is why, IMO, that the question can be misleading because some owners hear "personal use" and may interpret that to mean they are agreeing that the guest is an owner.

Renting to strangers is allowed (see one of the old threads where I get that in writing from DVC management) under the rights of the contract and so, when you are agreeing that the reservation is for personal use, it means you are agreeing that you are still using it for personal use and not using your membership in violation of the commericial pupurpose policy that DVC has in place
I have no doubt that what they are doing they are doing on purposes.

What I don't understand. is this what they promised on the meeting in December that they would do, so we wouldn't have the same conversation on the next annual meeting? - Everyone knows that doing something, without actually doing anything at all is the same as wetting your pants - it feels warm for like 5 seconds and then the reality hits you.

We all signed away our voting rights away to DVC, this means whatever DVC do they need to do for the better of the membership as a whole. Maybe far fetched, but could it be that by getting just some members to not rent anymore with this new wording starting June 1st, DVC could implement new rental restrictions? Restrictions require a vote, since we gave all of that power away to DVC, they get to vote for us. By getting fewer owners to rent, any new restrictions would impact less members and would therefore be seen as "better as a whole for the membership" - at least in the eyes of DVC.

If only 1%-5% of the members were renting prior to June 1st, then by lowering that number they could claim that what they are doing are for the greater good.

Just a thought.
 
I have no doubt that what they are doing they are doing on purposes.

What I don't understand. is this what they promised on the meeting in December that they would do, so we wouldn't have the same conversation on the next annual meeting? - Everyone knows that doing something, without actually doing anything at all is the same as wetting your pants - it feels warm for like 5 seconds and then the reality hits you.

We all signed away our voting rights away to DVC, this means whatever DVC do they need to do for the better of the membership as a whole. Maybe far fetched, but could it be that by getting just some members to not rent anymore with this new wording starting June 1st, DVC could implement new rental restrictions? Restrictions require a vote, since we gave all of that power away to DVC, they get to vote for us. By getting fewer owners to rent, any new restrictions would impact less members and would therefore be seen as "better as a whole for the membership" - at least in the eyes of DVC.

If only 1%-5% of the members were renting prior to June 1st, then by lowering that number they could claim that what they are doing are for the greater good.

Just a thought.
I’m not following… how did we sign our voting rights away?
 
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.
On phone member services asked me to confirm it was for personal use. Two separate calls, asked both times.
 
On phone member services asked me to confirm it was for personal use. Two separate calls, asked both times.

They will always ask that from now on, regardless.

The issue though is that some believe that the term personal use means only owners can be guests, or that only owners family and friends can be guests.

Personal use includes renters…including people you don’t know.

So, unless one is renting to the degree that they are violating the commercial purpose policy DVC has in place…then everyone answering yes is being truthful.

At this point, more than 3 months later, I think the only time this is not asked is when you add room requests.

All other actions that involve making, or modifying a reservation, including guest changes have owners reaffirming they agree to booking T and C and any other relevant POS documents and policy in place!
 
I have no doubt that what they are doing they are doing on purposes.

What I don't understand. is this what they promised on the meeting in December that they would do, so we wouldn't have the same conversation on the next annual meeting? - Everyone knows that doing something, without actually doing anything at all is the same as wetting your pants - it feels warm for like 5 seconds and then the reality hits you.

We all signed away our voting rights away to DVC, this means whatever DVC do they need to do for the better of the membership as a whole. Maybe far fetched, but could it be that by getting just some members to not rent anymore with this new wording starting June 1st, DVC could implement new rental restrictions? Restrictions require a vote, since we gave all of that power away to DVC, they get to vote for us. By getting fewer owners to rent, any new restrictions would impact less members and would therefore be seen as "better as a whole for the membership" - at least in the eyes of DVC.

If only 1%-5% of the members were renting prior to June 1st, then by lowering that number they could claim that what they are doing are for the greater good.

Just a thought.

All they promised at the meeting was that they would be going after owners who were renting commercially and the example of who those owners were were large point owners and it was a frequent occurrence.

They didn’t say rule or policy changes were coming.

For all we know, there are owners out there who had above 20 reservations in a rolling 12 month period and no longer do.

I know people had hoped they would stop certain things when updating the commercial purpose policy and rules.

That is what is difficult in all of this because if one still sees XYZ happening and they think that should be part of the policy as to what constitutes commerucsl purpose, and DVC has decided it doesn’t…then people are going to be frustrated.

I know I have mentioned it but I think there are more legal hurdles than some think there are given the current policy they have and the 2021 FL 718.111 statute.

But, to clarify, DVC always had the power to define what it means to act in a way that can be seen as a commercial enterprise, purpose or practice.

And we know they did define that in 2008 and reaffirming it in 2011.

What would require a vote of owner is a material change to the declaration and contract.

But, you are correct in that we dont get a right to vote on day to day things. Only if they want to change the terms of the contract

When it comes to rental rights, it would be any change that could be seen as further limiting our rights based on that new statute that would require the vote.

And remember, even if new rules were voted in, those owners who don’t agree don’t have to abide by them. It only applies to new owners moving forward.

The real question, though, at this point, is why didn’t they simply update the commercial use policy? Was it because they feel that the 20 reservations rule is a reasonable way to define it?

Or, was it because legally making it stricter was an issue, given that policy or the new statute?

It’s not just the contract at play either. It is the condo and timeshare laws in FL too. Anything they do has comply with that.

I do think at some point…and it will be interesting to see how they address this at the December meeting as I am sure it will be brought up…that the board may recognize that the right of owners to rent can’t be limited in the way some want it limited.

ETA: I have continued to monitor for document updates and so far, have not found any.
 
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