Help!! DDP not added - UPDATED

[Young Pooh]

Not sure if this is the right place to post this.

I recently made a reservation at BWV for someone else - they are thinking of buying into DVC and want to try before they buy. I called MS on Feb 22nd and added DDP to the reservation.

Well the family have arrived at BWV today only to be told that the DDP was not added to their reservation - of course they aren't allowed to add it on check in.

The family have called me (I am in the UK) to see if I can do anything. Has anyone had this happen before?

I will call MS when they open tomorrow but what proof do I have that I added it? I know the date I called but did not make a note of who I spoke to. Do MS keep a log of calls? I know they had problems that day as when I first called I was told the system was down and had to call back later.

 

[disneynutz]

Same thing happened to us last week. Verified reservation including DDP 30 days prior to check in. Family arrives and no DDP. Front Desk took it upon themselves to cancel the original reservation and rebook with the DDP. Points went into holding and they pulled other points from our other contracts.

It took MS over 2 hours to fix our account and put our points back where they needed to be.

 

[Lady V]

When we went in Feb the same thing almost happened! I called a week out to try to change something and she asked about adding the DDP. I told her it had been added a long time ago and she said it wasn't. Luckily we caught it ahead of time but I would have been ticked! They should give a confirmation number for the dining plan.

 

[Young Pooh]

This does seem to be a regular occurance.

I spoke to MS and all the person kept saying to me was that there was no DDP on the ressie (which I knew!!) but she did not seem to be able to comprehend what I was trying to explain.

Eventually she passed me to a supervisor who listened and immediately and agreed to speak to the resort to get the DDP added. This took all of 5 minutes.

I think I will be making a written complaint to DVC to see if they can start to provide some sort of evidence showing they have actually added the DDP.

 

[CarolMN]

This does seem to be a regular occurance.

I spoke to MS and all the person kept saying to me was that there was no DDP on the ressie (which I knew!!) but she did not seem to be able to comprehend what I was trying to explain.

Eventually she passed me to a supervisor who listened and immediately and agreed to speak to the resort to get the DDP added. This took all of 5 minutes.

I think I will be making a written complaint to DVC to see if they can start to provide some sort of evidence showing they have actually added the DDP.

Glad to hear it all worked out and sorry for the renting family that had to go through that. I hate that we have to keep checking the work MS does (human and system) to be sure they do it right.

I think it is a great idea to have evidence of the DDP on the reservation. Hope that part works out and thank you for taking the time to write to them about it.

 

[Dean]

This does seem to be a regular occurance.

I spoke to MS and all the person kept saying to me was that there was no DDP on the ressie (which I knew!!) but she did not seem to be able to comprehend what I was trying to explain.

Eventually she passed me to a supervisor who listened and immediately and agreed to speak to the resort to get the DDP added. This took all of 5 minutes.

I think I will be making a written complaint to DVC to see if they can start to provide some sort of evidence showing they have actually added the DDP.

How did they handle the lost time or inconvenience to the family involved?

 

[Young Pooh]

How did they handle the lost time or inconvenience to the family involved?

I'm not sure - but they probably haven't.

Because I am in the UK, the cost of phone calls and time difference mean that I have been communicating with the family mainly by text. I got a text confirming everything had been sorted by mid afternoon on their first full day (they had checked in the evening before).

I will be speaking to them when they get back.

 

[disneynutz]

Our friends with the missing DDP last week were given a $100 credit on the room charges.

 

[Dean]

I'm not sure - but they probably haven't.

Because I am in the UK, the cost of phone calls and time difference mean that I have been communicating with the family mainly by text. I got a text confirming everything had been sorted by mid afternoon on their first full day (they had checked in the evening before).

I will be speaking to them when they get back.

Hopefully they did something or at least didn't charge them for the first day.

 

[kimberh]

I have started adding the Dining Plan by email to Member services. They reply with the confirmation number, the name of who the reservation is in, the amount of the DDP. That way I have a receit of adding it.

 

[Castillo Mom]

I have started adding the Dining Plan by email to Member services. They reply with the confirmation number, the name of who the reservation is in, the amount of the DDP. That way I have a receit of adding it.

That's a great idea, never thought of that

I wasn't aware that they don't give you a receipt or written confirmation of some sort when you call to add it. I'm used to booking with Disney Travel Company and with any change that is made, they mail out a confirmation.

 

[huey578]

I'm curious if you do online check-in, does it show if DDP has been added?

 

[Young Pooh]

Update:

I have just had a very nice lady called Sheila call me from DVC Member Communications who had received my email complaint.

She says that when anything is added to the reservation (DDP, DME etc) then a code is generated on the system showing what product has been added, the date and by whom. When DME is added it automatically generates a confirmation number for the member and adds a note onto the written confirmation. She is not aware of any reason why this cannot be done also for DDP and will look into this.

In the meantime she is going to see if they can manually add a note confirming DDP in the place where they put room requests etc.

She thinks that the problem with it not being added may have something to do with the recent system upgrades as all the cases I have been told about have occurred within the last month or so.

At least DVC seem to be taking this seriously and hopefully some action will be taken.

 

[disneynutz]

They could do a lot of things if they wanted to. Problem is they don't. I got the same story a couple of years ago and we can all see how they fixed it then.

 

[hellerjw]

Its been 2 or 3 trips now since we did the DDP but I vaguely remember it showing up on the reservation confirmation letter. As mentioned, maybe the recent "enhancements" have once again screwed up something that worked perfectly well in the past.

 

[Rootskate]

I "rented points" from a member. He added the dining plan. Of course, the confirmation he mailed me made no mention of the dining plan, but I understand that it is normal for it not to be listed on there.

If something like this happens at check in and they tell us that the dining plan was not added are we just out of luck?? Hmm, I never thought of that happening until reading this thread!

 

[bobbiwoz]

I have found that if I add a dining plan at the time of making the reservation it is on the original confirmation sheet. I checked and our December trip's written confirmation mentions the dining plan.

I arrived once to find that my reservation didn't include the dining plan when it should have (a very close to arrival booking no paper reservation at all) and the front desk was able to add it for me. When I got home I sent a copy of the e-mail which confirmed the dining reservation....what could MS say, except a mistake had been made. I had a wee bit of trouble with the cancellation of the reservation rebooking, but the whole deal was fixed in less than 3 days.

Bobbi

PS. So, Rootskate, I would check with the owner. They could confirm the addition of the dining plan with an e-mail that could be sent to you.

 

[Rootskate]

Thanks Bobbi.

 

[Sandisw]

I know that I sent MS an emaill (though the member's site) asking for confirmation that the DDP was added to my reservation.

In a few days, I got the email saying that yes, it was listed. Now, I have something in writing showing that it was added so at least I can bring it with me in case there is an issue.

While it would be great that this show up from the beginning, at least this is an option for anyone who would feel better (like me!!!) having it in writing!