From a MS CM: recent "enhancement" to room requests

[disneynutz]

I am not always pleased with everything DVC has done lately but I do trust them, and I seriously doubt many back room deals are made. I do not think a DVC reservation is worth the jobs of two people and seriously doubt anyone working for them would consider it worth the cost either.

I think that it depends on the CM, what there job is and if they are management. Most companies tend to look the other way when it comes to their own and in this case, how would anyone ever know if everyone kept their mouth shut. They may be able to use developer inventory, VIP inventory, or other accommodations. It all depends on who you are and who you know.

Bill

 

[Dean]

I am not always pleased with everything DVC has done lately but I do trust them, and I seriously doubt many back room deals are made. I do not think a DVC reservation is worth the jobs of two people and seriously doubt anyone working for them would consider it worth the cost either.

I think if you'll read my prior posts you'll see that I trust them also. I'm not being accusatory, only realistic. I would bet my 433 points that it has happened and I wouldn't be surprised if more than one employee had lost their job related to the issue.

 

[JimC]

Less CM contact time allows them to reduce staff, saving money for the Mouse. Next step will be to replace many of the front desk staff with check-in kiosks.

I've heard this one as well as well as research at increasing check-in efficiency to something similar to what they have done with Magical Express and the luggage. When I heard this it was connected with discussion of advanced mobile technology.

 

[BeccaG]

Well, FWIW, I like the idea of allowing folks to make requests, but certainly understand, as most of us do, that they are just that. I frequently travel to WDW with large groups so my requests tend to be simply that are rooms are close. And so far, those requests have been met. Have I always gotten my other requests? No, but eh, I'm on vacation, I'm not gonna worry too much about it. However, I do understand folks who are traveling with a loved one who want a special room and get emotionally attached to the "perfect" location. It doesn't warrant a fit at the front desk, but I do understand.

 

[smidgy]

I would agree except that some get upset or ask to be changed at check in when they have been given a room that has not met their request. In many cases, what happens is someone else is moved from that room-someone who may have also put in the request and was granted it.

If the policy is to allow requests but no changes at check in, then I am fine with them continuing to allow the types of requests that are being made. But, as long as they continue allow the "squeaky wheel" to get things changed because they don't like the room they were given, then things become less of a "request" but a "demand".

there is a big difference between being upset, and asking to be changed, major difference, actually. and asking niclely sounds nothing like an annoying "squeaky wheel" (that term refers to people who are annoying, hoping to be accomodated just to shut them up)

I will repeat, my belief is that , no matter the request, people who check in early (like us) will often first be "offered" a room that is less requested. and many will take it (esp. if it is ready then). thus freeing up more desirable rooms for later. (might as well "get rid of" as many less requested rooms as possible).

also, they first try to give you a room that is ready. if there are no rooms ready in the type you requested, you are out of luck just by virtue of the time you check in... unless....you nicely state that you are willing to wait for a room you prefer.

I still say is is nothing wrong at all with very nicely asking if they have something else , esp if you are willing to wait.
andnothing I said at all even resembles a "demand".

 

[Dean]

Well, FWIW, I like the idea of allowing folks to make requests, but certainly understand, as most of us do, that they are just that. I frequently travel to WDW with large groups so my requests tend to be simply that are rooms are close. And so far, those requests have been met. Have I always gotten my other requests? No, but eh, I'm on vacation, I'm not gonna worry too much about it. However, I do understand folks who are traveling with a loved one who want a special room and get emotionally attached to the "perfect" location. It doesn't warrant a fit at the front desk, but I do understand.

The problem is that there are enough people willing to pitch that fit to disrupt the system. What DVC would have to do to be successful in this area is simply to limit requests to very general and reasonable choices, publish how they're doing so and stick to their guns when it's questioned in the heat of the moment. Of course common sense is needed as well. I've talked to many GM's and room controllers at various resorts, mostly Marriott, and while they have issues, it's far less than DVC has had. And while I used to think their assignment situation was easier and less complicated, I've come to believe that theirs is actually more difficult and complicated than is DVC's.

 

[BeccaG]

The problem is that there are enough people willing to pitch that fit to disrupt the system. What DVC would have to do to be successful in this area is simply to limit requests to very general and reasonable choices, publish how they're doing so and stick to their guns when it's questioned in the heat of the moment. Of course common sense is needed as well. I've talked to many GM's and room controllers at various resorts, mostly Marriott, and while they have issues, it's far less than DVC has had. And while I used to think their assignment situation was easier and less complicated, I've come to believe that theirs is actually more difficult and complicated than is DVC's.

Yeah, I understand that, but I guess I'm bothered that the bad apples are potentially ruining something here for the good apples. It seems like a lot of rules are made because of a couple vocal bad apples and that kinda stinks....but *sigh* I do understand...

 

[tjkraz]

I wouldn't have a problem with standardized requests...as long as Disney creates a DECENT set of options to choose from.

Every resort could (should) have 4-5 different request categories to choose from. For instance, at Saratoga Springs the options could be something like this:

Floor: Ground, Upper
Area: Springs, Congress Park, etc.
View: Water, Golf course, woods, etc.
Close to bus stop: Y, no preference

Every room in the resort could be categorized based upon these pre-determined criteria. That would be the biggest challenge, but it's not a task that has to be repeated often. One time job. And really, you could make all of these determinations by looking at a map.

When a member calls Member Services, the CM could even go so far as to read the list of available request criteria and get feedback from the member. When booking on-line, the list is easily displayed.

Then room assignments become a case of simple database matching. If a guest requests an upper floor, Congress Park water view...BOOM the system matches them with a room that is being vacated.

The system could even be programmed to make priority assignments based upon date reserved, owner/non-owner or other criteria. The SSR owner who booked 11 months out gets matched long before the non-owner, cash guest or RCI trader.

Heck DVC could even spin this into their sales pitch: "if you ever want to get one of those BLT Lake odd numbered rooms, better buy some points since first choice goes to owners."

If an exact match cannot be achieved, they go to a best possible match. If there is no available upper floor, Congress Park water view, the guest gets a ground floor CP water view.

Any complaints made to the front desk are met with a polite explanation that every effort was made to match the guest to their listed requests. The room assigned is the best match available.

The monkey wrench is Room Ready. Disney does still place a priority on placing guests in rooms upon arrival. Since on-line check-in started, they ask for an arrival time and make a concerted effort to put guests in whatever room is ready upon arrival.

That's why I think requests / room ready should be an either / or situation. When booking, the member should be allowed to EITHER list requests OR specify that they prefer Room Ready and will take whatever is available upon arrival. This seems like a reasonable compromise to me. When our kids were younger we preferred to have a room immediately in case the kids needed to nap. Views and locations were all secondary to that. Beggars can't be choosers.

I can certainly see how allowing free-form requests has reached the point of being unmanageable for the resorts. But as long as they allow guests to choose from a REASONABLE list of requests--and "close to lobby" sounds quite reasonable to me--I think we would all be better for it.

 

[disneynutz]

We are talking software changes and upgrades and lets face it DVC doesn't like to pay for software. That's why they jump on the coattails of other Disney units and that's why online check in offers DVC members such generic requests. The MS CM's do have some request categories to select from but last I checked, they were not resort specific enough.

Maybe we will see some improvement in September if the next software upgrade takes place on schedule.

Bill

 

[BeccaG]

We are talking software changes and upgrades and lets face it DVC doesn't like to pay for software. That's why they jump on the coattails of other Disney units and that's why online check in offers DVC members such generic requests. The MS CM's do have some request categories to select from but last I checked, they were not resort specific enough.

Maybe we will see some improvement in September if the next software upgrade takes place on schedule.

Bill

You are nicer than I am, I get the feeling they are not very good at software upgrades.....not just cheap but maybe its an issue of "you get what you pay for....." Or maybe its the system specs themselves that are the limiting factor rather than the software creators....

 

[Sammie]

I think DISers worry about this alot more than the noninternet affixed guest. Therefore I don't see any major changes forthcoming. I think the bigger request is getting a room that is ready and with the majority of DVCers that takes precedent over location. Which is why they addressed that with online check in.

 

[Dean]

Yeah, I understand that, but I guess I'm bothered that the bad apples are potentially ruining something here for the good apples. It seems like a lot of rules are made because of a couple vocal bad apples and that kinda stinks....but *sigh* I do understand...

That's why i say "if DVC had a backbone" though they've seemed to have a little more of one the last 3 years or so.

Tim, sadly I think even your fairly short list is too much. maybe if you took out view OR location it might be workable. The other option that really must be included is the option for multiple units to be close together.

To be clear, it's not that the DVC resorts don't pay attention to requests, they do at least at times. The problem is that there is no overall system put in place by DVC and that it's hit or miss varying by resort and CM. To be honest, the current system benefits me since most of my stays are as an exchanger but I feel that it should benefit owners at a given resort first and foremost.

We are talking software changes and upgrades and lets face it DVC doesn't like to pay for software. That's why they jump on the coattails of other Disney units and that's why online check in offers DVC members such generic requests. The MS CM's do have some request categories to select from but last I checked, they were not resort specific enough.

Maybe we will see some improvement in September if the next software upgrade takes place on schedule.

Bill

Maybe but not necessarily, most resorts do this manually without too much difficulty. Some do it by booking the rooms directly so they or the computer knows which room you're linked to when you make the reservation. Regardless they must assign a unit in some way so there must be a system in place to make that happen. Might as well do it the right way if you're going to do it at all.

 

[Sammie]

Our or even your opinion of the right way, is possibly not what DVC or Disney considers the right way.

 

[Dean]

Our or even your opinion of the right way, is possibly not what DVC or Disney considers the right way.

Maybe, as always, it's just MY opinion. What's evident at this point is they're doing nothing but allowing a haphazard approach without any direction from the top. Almost everyone else I know in the timeshare world does this area better than DVC, the ones that don't purposefully screw certain groups over.

 

[Sammie]

Maybe, as always, it's just MY opinion. What's evident at this point is they're doing nothing but allowing a haphazard approach without any direction from the top. Almost everyone else I know in the timeshare world does this area better than DVC, the ones that don't purposefully screw certain groups over.

Yep, I agree but don't see them changing what they feel works for them.

Maybe if DVC was not so invested in Disney resorts it might change. But at the mixed resorts they are not going to do something for DVC that they don't do for nonDVC.

 

[Dean]

Yep, I agree but don't see them changing what they feel works for them.

Maybe if DVC was not so invested in Disney resorts it might change. But at the mixed resorts they are not going to do something for DVC that they don't do for nonDVC.

I don't believe this is something they feel works but rather that they let it get out of hand and simply gave up. It's not that they made a conscious decision to do it a certain way, they made a decision to cease any effort in the matter. As I noted, there are many other resorts and systems that handle this issue reasonably and to the benefit of their members. There's something wrong when an exchanger can come into your resort and have just as good a chance as getting the best room as someone who owns at that resort and booked 11 months out. As I noted, it works out for me since most of my stays are exchanges, I just hate it for the members using their points. In addition, they previously did have a formal system that gave priority based on booking date.

 

[ems_mom]

Starting over with my post (ach, why are the boards so slow)

I had a BWV reservation preferred/pool room confirmed through email. I received an email that my waitlist for BW view came through. After researching on the boards, I emailed a request for a 3rd floor or higher, near lobby, non HA room. I know its asking a lot, but I figure if you don't ask, then they will put you anywhere. (Yes, I know they're requests only, not confirmed).

Anyway I was surprised to get a hard copy of the waitlist change in the mail. On it it says Resort Information: Request highest floor.

So, can you make only one location/room request now? Does this apply to everyone? As long as the room assignments are made in a fair way and apply to everyone, I am completely accepting. Its one of the reasons I love WDW. If anyone tries to jump the queue, a hundred people will make sure he understands the rules!

 

[Chuck S]

Starting over with my post (ach, why are the boards so slow)

I had a BWV reservation preferred/pool room confirmed through email. I received an email that my waitlist for BW view came through. After researching on the boards, I emailed a request for a 3rd floor or higher, near lobby, non HA room. I know its asking a lot, but I figure if you don't ask, then they will put you anywhere. (Yes, I know they're requests only, not confirmed).

Anyway I was surprised to get a hard copy of the waitlist change in the mail. On it it says Resort Information: Request highest floor.

So, can you make only one location/room request now? Does this apply to everyone? As long as the room assignments are made in a fair way and apply to everyone, I am completely accepting. Its one of the reasons I love WDW. If anyone tries to jump the queue, a hundred people will make sure he understands the rules!

My understanding is that only one line of requests will show on the printed confirmation send to members, additional requests do still show in the DVC and resort computers.

 

[sssteele]

I had to laugh at the "Squeaky Wheel", demanding references in this thread. My wife and I own at VWL, and have stayed there many times. Usually don't request a certain "view", because it's not particularly relevant at VWL unless you happen to have a favorite tree.
We were assigned the infamous "dumpster view" (long walk as well) several times, and began to wonder if we were "tagged" in the system as non-complainers. Last time we checked in, we asked if our assignment happened to be the "dumpster view" at the end of the hall. The CM said yes, so we asked politely for a different studio. They re-assigned us on the same floor across the hall.

 

[dzorn]

I had to laugh at the "Squeaky Wheel", demanding references in this thread. My wife and I own at VWL, and have stayed there many times. Usually don't request a certain "view", because it's not particularly relevant at VWL unless you happen to have a favorite tree.
We were assigned the infamous "dumpster view" (long walk as well) several times, and began to wonder if we were "tagged" in the system as non-complainers. Last time we checked in, we asked if our assignment happened to be the "dumpster view" at the end of the hall. The CM said yes, so we asked politely for a different studio. They re-assigned us on the same floor across the hall.

We usually do not make request but NON-dumplter view was one of the few.

Denise in MI