Help!!!Can member sevices be wrong?

[ez]

Two things...called ms today to modify a reservation from 2 bedroom to 1 bedroom. She says I would have to cancel and go on a waiting list for a 1 bedroom because none are available.( this is not a holiday week) Can this be right? Also she told me I have 11 points in a holding account and I know I don't. I bought last JUne and I added up my point expenditures to double check, and it is just as I thought it was.What is up with all this? I thought I'd call back & talk to someone else but wanted to run it by you all first. Wouldn't mind those 11 extra points if it is their mistake. Thanks.

 

[Dean]

My understanding is if the resort is full, you would be cancelling a reservation and then rebooking. In that case, all with the 1 BR requests would be ahead of you. A way around this is to book a lockout specificially then you can downgrade the reservation without losing it. I'd keep the 2 BR and go on the list for the 1 BR, if it comes available, just switch it over. Keep in mind your points accounting, banking and cancelation windows.

I find MS is not uncommondly wrong when it comes to points accounting. That's whey I specify how many points I have and how many I'm using as well as the balances every time I communicate with them about a reservation. IF they're telling you that there are 11 more points than you thought you had, great. IF they're saying that 11 of the points you have are simply in the holding account, not so good but still ok. Did you cancel or change a reservaiton at around 30 days out? Did you buy resale, if so maybe they were left over and you're just now hearing about it.

Certainly call and get them to help you. Good luck.

Dean

 

[Lew]

Call MS and ask for a printed activity report. This will show your point usage, banking and borrowing. This report will show you where the 11 points came from. Ask them to FAX it to you if you have access to a FAX Machine...that will speed things a bit.

With respect to changing a two-bedroom reservations to a one-bedroom... I can't see how that would be a problem unless you were assigned a non-lockoff two-bedroom unit at OKW and all lockoff units were spoken for. I would ask to speak with a supervisor at MS to get a clarification on this.

Good luck!

 

[LindaDVC]

Today we called and changed from a one bedroom to a two bedroom. When we requested the reservation we had specified a lock off incase our guests couldn't come. Which is what happened.

We had no trouble downsizing.
Hopefully you will get the reservation you want.

Linda

Ps Looking forward to Florida after a snowy icy NC day!

Disneyland-'66,'81,
Car. Beach '89,
FW cabins 94,95
Joined the DVC 95 !
HH 9x, OKW 2x, BW 1x, Vero 2x, & Magic 2x

[This message was edited by LindaDVC on 02-22-01 at 03:56 PM.]

 

[ez]

Thanks for your help. The reservation is for BWV, I thought all 2 bedrooms there were lockoffs, no?

 

[Peggy Sue]

Last May we were in a dedicated 1 bedroom at BWV. It was an end unit..the living room wall was on the exterior of the building..so no place for a connecting door (lol!) So I think BWV does for a few 1 bedrooms that are not lock off units.

Have a wonderful day!

 

[ripleysmom]

ez I do believe that you are right. When we took the tour, I believe that we were told that all of the 2BR's at BWV are lockoffs. Those sneaky lying sales people......

I would ask to speak to a supervisor about this. Maybe the MS person did not realize that the 2 BR units at BWV are lockoffs. I would think it would be easy enough to straighten out.

Kimberly-Lucas and Ripley's Mom

 

[bicker]

The bit about downgrading lock-off isn't documented anywhere I can find. As far as I can tell, a certain number of two-bedrooms are dedicated as such at BWV, and if there are no one-bedrooms available then the two-bedroom you're cancelling goes back into the hopper as a two-bedroom and you need to wait for an available one-bedroom. Please refer me to the documentation where its says something different -- I really thought I read these documents fully.

Brian Charles Kohn
"in my own words"
Some Imagination, huh? - Mickey Mouse

 

[Candace]

I was told the same thing last month when I tried to downsize at BWV. I had booked a 2BR, I wanted to just keep the studio side - I assumed they were all lockoffs also. MS agent told me that I would have to cancel and go on waiting list for studio - that I couldn't just keep the studio in other words, and drop the 1BR side.

 

[LindaDVC]

Now that I think about it-- when we asked this am to downsize we were put on hold while she checked.
I hadn't really thought about what she was checking at the time. I would assume their was a one bedroom OKW available that we could use for our change of plans.

Linda

 

[DebbieB]

All the 2 bedrooms at BWV are lockoffs (109), but there are also 98 dedicated 1 bedrooms and 85 dedicated studios (according to my POS dated 4/99). I often wondered how they decided to split the 2 bedrooms and make 1 bedroom & studio reservations out of them. I found out in January when I made my 1 bedroom reservation for December. I requested a dedicated 1 bedroom and the CM told me they automatically book the dedicated 1 bedrooms first and when they are all gone, they start splitting the lockoffs.

 

[eva]

I've always thought that you could not break up a 2-bedroom like that, even if it was a lock-off. I guess here was my reasoning:

If you rent a 2-bedroom then later call and ask for the 1-bedroom portion of that reservation then you have actually added points to the resort. Because a 1-bedroom and studio go for more points than a 2-bedroom.

In reverse if you rent a 1-bedroom and later decide that you need a 2-bedroom but there are no 2-bedrooms available so they just add a studio that is available to the reservation then the resort has actally decreased its points for that season.

I don't know if I explained that well enough and maybe I am wrong. But I always thought that there was a certain number of points allocated for each day at each resort. I thought that if there was a 2-bedroom available they could not break it into a 1-bedroom and a studio. Wouldn't that make 2-bedrooms nearly impossible to get? My thinking is that everyone that has changed their reservation from a 2-bedroom to a 1-bedroom actually was able to do so because the 1-bedroom was available already.

 

[Dean]

I don't know if there's a formal rule but I've specified lockoff's before and been able to downgade to a smaller unit. I made sure up front that this would work. Since you would be cancelling at 1 month or more out or in the holding account, I don't think the slight difference in costs would affect the overall picture any.

Dean

 

[dianeschlicht]

I wonder if this is a BWV problem only? I was hoping we could do this at OKW for next January. We want to do a 2 BR for the first 5 days of our trip and a 1 BR for the last 5 days when our guests are gone. I was hoping to book a lock off with a down grade without moving. I can book my trip next Thursday, so I will post after I call MS.

Disneydiane

 

[Allan]

I recently had a similar problem with Member Services telling me that I had 27 points in holding that I knew weren't. I found them to be very helpful in researching the situation and correcting their mistake. I would recommend acting quickly to get it corrected.

 

[RobDoc]

Diane- we did just what you are wanting to at OKW last month. When you reserve, tell MS that you need a 1BR for 10 nights, and for the 1st 5 you need an adjoining lock-off studio for the 2nd BR. Also confirm at the time that it's possible that you wouldn't need the lock-off studio- would that be a problem.

We had the 1BR first and added the studio- our ID identified the first part of the stay (in the 1BR) and we had to get new keys when we added the studio- but did NOT have to leave our room at all. They even tried to tell me they couldn't tell us the room # for the studio since it was not yet cleaned- and looked pretty sheepish when I said I already knew the number- since it would become our 2nd BR. That did get a BIG smile from the embarrased CM!

I would make sure that they realize what you want- but I'd definitely tell them up front that you need a 1BR for the full 10 days. That way they'll get the full picture. Enjoy!

Doc
doc@wdwinfo.com

 

[dianeschlicht]

We need the 2 BR for the first half only, so I will tell them we want the 1BR with the lock off for the first part, and just the 1BR for the second half.

Disneydiane