Help! Our points went into holding when our waitlist came through

[Golden Rose]

Today was our 30 day mark... and our waitlist came through today. However, for reasons completely unfathomable to me, all of our points have suddenly gone into holding.

We had double points this year (a combination of developer points and a resale contract with a full year's banked points) and so were able to plan 3 trips, and still have about 75 points we planned to bank into next year. Everything was straight until our waitlist came through.

All of a sudden, we have no points left in the contract that the 75 points were supposed to be left in. But it shows 24 points transferred out. (??? We haven't done any transfers this year.) It also shows 68 of the 75 points in (the wrong contract) as in holding.

I noticed all this after close of MS hours today, so I filled out the "contact us" form on the website. Has anyone else ever had this happen? Did it get taken care of without too much trouble? Should I just get on the phone and walk a live human being through the problem, or will it get taken care of with the note to MS?

 

[Sandisw]

Today was our 30 day mark... and our waitlist came through today. However, for reasons completely unfathomable to me, all of our points have suddenly gone into holding.

We had double points this year (a combination of developer points and a resale contract with a full year's banked points) and so were able to plan 3 trips, and still have about 75 points we planned to bank into next year. Everything was straight until our waitlist came through.

All of a sudden, we have no points left in the contract that the 75 points were supposed to be left in. But it shows 24 points transferred out. (??? We haven't done any transfers this year.) It also shows 68 of the 75 points in (the wrong contract) as in holding.

I noticed all this after close of MS hours today, so I filled out the "contact us" form on the website. Has anyone else ever had this happen? Did it get taken care of without too much trouble? Should I just get on the phone and walk a live human being through the problem, or will it get taken care of with the note to MS?

I would call MS in the morning. I am sure that you will be able to get it straigthened out.

 

[Deb & Bill]

What did you have and what did you waitlist for? If your new reservation required fewer points, the extra points left over would go into holding.

 

[Golden Rose]

I had 5 nights SSR 1 bedroom; the waitlist that came through was 5 nights BWV preferred view 1 bedroom. The new reservation actually is 3 points a night more than the original, so it actually cost 15 points more than the original reservation (original was 125, the new is 140.) We did not have enough points left in the account to cover an additional reservation, but we had close to it. (We had 90 something points left.)

 

[CarolAnnC]

I believe the developer points are only good at SSR. So when your waitlist came through, they used the points that you had covered the waitlist with. The developer points probably are the ones that went into holding since you cancelled that ressie. Definitely give MS a call though to confirm what transpired.

 

[Golden Rose]

Sorry I didn't make it clearer. (Too tired, too scattered tonight.) I am aware developer points can only be used at SSR. We don't/didn't have any developer points left; we used them up in January. We had only booked SSR for this trip because it was the only resort with a 1 bedroom available for all the nights we planned to stay.

We have used points in a very complicated manner this year - I'm not surprised they've gotten mixed up - I'm just wondering how much trouble it will be to straighten them out.

(For the curious... the long version... We had 165 developer points, 150 banked BWV points, 165 AKV Kidani points, and 150 BWV points. We used all developer points and some of the banked BWV points in January. We booked an October trip with all the remaining banked BWV points, some of this year's BWV points, and some of this year's AKV points. Then, two weeks ago, we booked a last minute trip to SSR for May using all the remaining AKV points for the year, and a very few of the remaining BWV points for the year. This would have left us with the 90 something BWV points this year, which we planned to bank into next year. When our waitlist for BWV came through, all of a sudden we have something bizarre like 8 BWV points left and 68 AKV points in holding and a few points not in holding. Plus it shows 24 points transferred out. The total number of points remaining is wrong, and they're almost all in the wrong contract. My best guess is they started to book me a complete new reservation using my BWV points, then realized that I didn't have enough points to do so, so they _then_ remembered to cancel out my old reservation, which put the points into holding.)

 

[dianeschlicht]

Definitely call MS this morning and have them figure it out. I suspect that messed up computer system of DVC's is the culprit here, and MS might have to do a manual adjustment to make it right. It wont necessarily happen automatically though, unless you call and check on it.

 

[Golden Rose]

I think it is fixed... it took lots of explaining and being put on hold while the woman I was talking to went and spoke with a manager... twice. She couldn't understand why I not only wanted my points out of holding, I wanted them to come from a particular contract. I explained that I wanted the 11 month booking window on my BWV points twice before it sunk in. (She kept saying, but at least your points aren't in holding anymore! I kept saying, but they are still coming from the wrong contract...) I think we were both starting to sound like broken records.

Anyway, it took about an hour to get fixed, but I think it is right.

 

[CarolMN]

Glad it worked out. Sorry it took so long, but THANKS for letting us know what happened.

 

[bobbiwoz]

I'm glad it worked out. I've had points go into holding 3 times without having a waitlist come through, but because for what ever reason the reservation was cancelled by the hotel. Each time there were points from different resorts used to book the "new" reservation. Each time it's worked out in the end as far as the points were concerned. It would be much better if these gliches didn't happen, but so far, I've been satisfied at the end.

Bobbi

 

[wildernessDad]

I'm glad it worked out. I've had points go into holding 3 times without having a waitlist come through, but because for what ever reason the reservation was cancelled by the hotel. Each time there were points from different resorts used to book the "new" reservation. Each time it's worked out in the end as far as the points were concerned. It would be much better if these gliches didn't happen, but so far, I've been satisfied at the end.

Bobbi

Once the resort gets ahold of the reservation, then they can make changes and sometimes they mess up.

My inlaws were a day from an AKV vacation, when I notice that their reservation was cancelled, the points went into holding and then the reservation was rebooked. The resort did this because my inlaws were booked in a lock off studio and they wanted to move them into a dedicated studio to free up a studio for a 2-bedroom. A great person at MS and I walked through what they did and figured it out. The resort CMs did use the holding points for the new reservation, so I was okay, but the fact that the reservation was cancelled twice, once because they forgot to add the dining plan back in, was pretty shocking to me at the time.

 

[Alexander]

Once the resort gets ahold of the reservation, then they can make changes and sometimes they mess up.

My inlaws were a day from an AKV vacation, when I notice that their reservation was cancelled, the points went into holding and then the reservation was rebooked. The resort did this because my inlaws were booked in a lock off studio and they wanted to move them into a dedicated studio to free up a studio for a 2-bedroom. A great person at MS and I walked through what they did and figured it out. The resort CMs did use the holding points for the new reservation, so I was okay, but the fact that the reservation was cancelled twice, once because they forgot to add the dining plan back in, was pretty shocking to me at the time.

I'm having a hard time understanding/believing that the resort can make changes to our DVC member accounts. Are you sure there was a CM who could make a cancellation and a rebooking? It really makes no sense! There would be no reason to cancel and rebook. Lock-off vs. dedicated doesn't change point values, and who wouldn't prefer a dedicated to a lock-off if all you're using is the studio--it's not like they were downgraded a view or anything? I'm not quite buying into the explanation you got from MS about the changes on the account being made at the resort--especially AKV where they have been so clueless about DVC (at least as of last July when we were there).

 

[bobbiwoz]

I'm having a hard time understanding/believing that the resort can make changes to our DVC member accounts. Are you sure there was a CM who could make a cancellation and a rebooking? It really makes no sense! There would be no reason to cancel and rebook. Lock-off vs. dedicated doesn't change point values, and who wouldn't prefer a dedicated to a lock-off if all you're using is the studio--it's not like they were downgraded a view or anything? I'm not quite buying into the explanation you got from MS about the changes on the account being made at the resort--especially AKV where they have been so clueless about DVC (at least as of last July when we were there).

This is part of the response I got from MS when I e-mailed them regarding the problem I had and my reservation was cancelled by the resort:

We strive to provide the most magical experiences for our Members and Guests, and we apologize that certain aspects of our "show" may have made your most recent visit disappointing. .....(the actual details of my reservation was here).... From time to time, due to unexpected circumstances, the Resort may need to make necessary changes to a reservation. This is not a standard policy and we apologize for any inconvenience.

So things happen. We did not have a concierge studio, but we did have access to the lounge. I had points put into holding due to the cancellation and then rebooking...things have gotten straightened out.

I have had points put into holding after stays at BCV and AKV after things were done by desk CMs at those resorts.

Bobbi

 

[LisaS]

I'm having a hard time understanding/believing that the resort can make changes to our DVC member accounts. Are you sure there was a CM who could make a cancellation and a rebooking? It really makes no sense! There would be no reason to cancel and rebook. Lock-off vs. dedicated doesn't change point values, and who wouldn't prefer a dedicated to a lock-off if all you're using is the studio--it's not like they were downgraded a view or anything? I'm not quite buying into the explanation you got from MS about the changes on the account being made at the resort--especially AKV where they have been so clueless about DVC (at least as of last July when we were there).

At AKV dedicated and lockoff studios are separate booking categories. Maybe they needed to officially change the reservation in order to free up the lockoff to form a 2BR. It doesn't make any difference to the guest in this particular situation but it might make a difference to the reservation system. Just speculating...