Help please...Disney cancelled my room!!!

[Mich Mouse]

Hi All,

I've been a member since 2006 and understand how the reservation process works very well.
At 9:00 am at the eleven month window I reserved 2 BWV rooms. One studio. One, one bedroom.
About a month later I added a wait list for one more night at the studio. DVC created the wait list for the wrong reservation and when that one night matched they cancelled my one bedroom for the week!!
So I had my studio and another studio for one night.

I have spoken to supervisor after supervisor who are only putting me on a wait list because there are no rooms available. They can move us all to Saratoga Springs but I don't find that to be a comparable or acceptable replacement. I am beyond upset and need to know who to contact. DVC refuses to give me any telephone
extension numbers and each time I have called I wait twenty minutes to get the supervisor, because I have missed their return call.
I am so disappointed in the way I am being treated when this is completely an error on DVC's part.
Can anyone advise me what to do? Has this happened to anyone?

 

[BillPA]

It really pays to check on line to see what they did. Sorry you got messed up.

 

[DebbieB]

Hi All,

I've been a member since 2006 and understand how the reservation process works very well.
At 9:00 am at the eleven month window I reserved 2 BWV rooms. One studio. One, one bedroom.
About a month later I added a wait list for one more night at the studio. DVC created the wait list for the wrong reservation and when that one night matched they cancelled my one bedroom for the week!!
So I had my studio and another studio for one night.

I have spoken to supervisor after supervisor who are only putting me on a wait list because there are no rooms available. They can move us all to Saratoga Springs but I don't find that to be a comparable or acceptable replacement. I am beyond upset and need to know who to contact. DVC refuses to give me any telephone
extension numbers and each time I have called I wait twenty minutes to get the supervisor, because I have missed their return call.
I am so disappointed in the way I am being treated when this is completely an error on DVC's part.
Can anyone advise me what to do? Has this happened to anyone?

When is this for? There have been posts like this before, you should ask if you are on a priority waitlist where you are at the top of the list. Check Disney's website to see if a 1 bedroom is available for cash and ask them to give it to you if there is. Keep calling.

 

[cvjw]

Yes, I have had dvc cancel the wrong room when a waitlist matches. I have also had dvc cancel the wrong night of a reservation and I show up to no room. I have had dvc lose my week long BLT two bedroom reservation and the 400 points that I used to book it the week before checkin.

I have had almost every foreseeable "glitch" happen to me that could possibly happen. Somehow, it has always worked out. Just keep calling until you get someone that can help you! Good luck to you

 

[disneynutz]

I always do everything online and keep a record due to issues like this. We also don't do waitlists or transfers anymore because of CM errors.

Contact member satisfaction and see if they can help. dvcmembersatisfactionteam@disneyvacationclub.com

Bill

 

[crisi]

The best they can do is put you on top to the waitlist. They can't make a room appear from thin air, nor can they kick someone out of a room that they now have a reservation for.

 

[jerseygal]

HOPE that you can get this resolved; understandably upsetting! I always keep hard copies of reservation confirmations. I think most members depend upon MDE or the DVC member website and don't print out hardcopy for documentation, but I would imagine if there is a problem, a printed copy of reservation could be helpful for proof when there are errors made.

 

[Cyberc1978]

When is this for? There have been posts like this before, you should ask if you are on a priority waitlist where you are at the top of the list. Check Disney's website to see if a 1 bedroom is available for cash and ask them to give it to you if there is. Keep calling.

Even though my knowledge is limited in how this works, I second that If Disney has availability online for the specific dates, room and resort then they would be able to help you. If they dont have the availability they should do whatever they can to help you, maybe with a split stay or similar.

In regards to the waitlist settings, whos responsibility is it that the settings is correct? - if you ask for A setting and MS sets B setting and you end up like this, who is responsible?

Regards

 

[RossK]

Even though my knowledge is limited in how this works, I second that If Disney has availability online for the specific dates, room and resort then they would be able to help you. If they dont have the availability they should do whatever they can to help you, maybe with a split stay or similar.

In regards to the waitlist settings, whos responsibility is it that the settings is correct? - if you ask for A setting and MS sets B setting and you end up like this, who is responsible?

Regards

If MS incorrectly records your request, it sounds like this would be negligence on Disney's part. However, unless the call was recorded and there was a clear system log showing a Cast Member doing something contrary to what was requested on the call, I cannot see how you could prove anything. And, as someone rightly pointed out above, if all the rooms are booked, they cannot kick another family out, who would have also booked in good faith. Therefore, even if you did prove it, I'm not sure what you could be done over and above priority wait list or offered another available resort/room type.

 

[nabi]

Cinderella castle may be available!

 

[jerseygal]

I would hope that electronic records are kept by DVC of the "transaction trail". Like I mentioned in a previous post, a hard copy of the original 1BR reservation and studio would be helpful. I would DEFINATELY contact Member Services to ensure that this is reported and investigated. IF a 1BR is not or does not become available at BWV, imo, some other form of renumeration for their error should be obtained from DVC, perhaps an offer of some points being credited to your account. Hey, don't know if it will happen, but I would certainly try; GOOD LUCK!

 

[n2mm]

OP that is horrible. You've got me scared now and I want to cancel a waitlist I have. Please, were both of the room reservations in YOUR name? I have a waitlist for my daughter (in her name) and I would hate to think they would cancel my reservation if her waitlist came in. I hope MS makes it right for you.

 

[Sandisw]

One thing I have started doing when I put in a wait list that I am concerned could mess things up, I send MS an email with exactly what I want and what I don't want to happen. Then, I have a record of what was requested and in case there are issues, I have it in writing. While this does not help your situation, which is terrible for you, at least going forward, it may be something to do. Hopefully, they will figure out a way to make things better. I sometimes wish when they showed the waitlist that more information was there in terms of cancellation so one has it to make sure it is correct. Good luck!!

 

[bumbershoot]

In regards to the waitlist settings, whos responsibility is it that the settings is correct? - if you ask for A setting and MS sets B setting and you end up like this, who is responsible?

Obviously it would be the CM that's responsible, but that does very little for the situation. They still can't kick other people out. All they can do is work with what they have, and if the availability isn't there, it isn't there.

 

[disneynutz]

Disney could keep some backup rooms empty and ready for things that come up but they don't, at least on the DVC side.

Bill

 

[Cyberc1978]

Obviously it would be the CM that's responsible, but that does very little for the situation. They still can't kick other people out. All they can do is work with what they have, and if the availability isn't there, it isn't there.

Correct, but if Disney has availability for the general public through CRO then the OP could get those rooms.

Disney could keep some backup rooms empty and ready for things that come up but they don't, at least on the DVC side.

Bill

True but I assume this doesn't happen that often so spare rooms are needed. But when it does they could come in handy.

One way to avoid this would be to record every call and keep it for xx weeks or months.

Regards

 

[disneynutz]

Correct, but if Disney has availability for the general public through CRO then the OP could get those rooms.

True but I assume this doesn't happen that often so spare rooms are needed. But when it does they could come in handy.

One way to avoid this would be to record every call and keep it for xx weeks or months.

Regards

I'm also talking about room issues not just reservation issues. There have been a couple of times where our room had major maintenance issues and we had to keep the room while engineering worked on the issue for a couple of days.

Bill

 

[Cyberc1978]

I'm also talking about room issues not just reservation issues. There have been a couple of times where our room had major maintenance issues and we had to keep the room while engineering worked on the issue for a couple of days.

Bill

I see your point if that happen they should relocate you and not force you to stay in the room.

Regards

 

[dcfromva]

I wonder if this is due to the latest software "enhancement".

Prior to the latest enhancement I never selected the option that replaced an existing reservation and I also did not authorize points to be borrowed (which is no longer an option).

So, I had a reservation for Thanksgiving at BLT that was only missing Nov 25th. (I had 23,24 and 26). As a precaution I made another reservation at AKV for 25 and 26 in case the WL didn't come through so we wouldn't have 2 moves. I used points from another resort (VGC) for the AKV ressie so they wouldn't be used to fulfill the WL ressie. The WL was put in Dec of last year.

The WL came through in June (yay!) --member services cancelled the AKV reservation without contacting me (and used the VGC points to fulfill the WL for BLT). If I had plans for the AKV room, I would have a big problem. I had to call member services and have them reallocate the points so that the BLT points were used.

The fair thing to me is for the OP to be put on the top of the WL for a 1BR--or, if it is possible to break into the cash inventory make a reservation that way. But at the same time, I would be worried that the studio ressie would get cancelled when the 1BR WL came through!

 

[Cyberc1978]

I wonder if this is due to the latest software "enhancement".

Prior to the latest enhancement I never selected the option that replaced an existing reservation and I also did not authorize points to be borrowed (which is no longer an option).

So, I had a reservation for Thanksgiving at BLT that was only missing Nov 25th. (I had 23,24 and 26). As a precaution I made another reservation at AKV for 25 and 26 in case the WL didn't come through so we wouldn't have 2 moves. I used points from another resort (VGC) for the AKV ressie so they wouldn't be used to fulfill the WL ressie. The WL was put in Dec of last year.

The WL came through in June (yay!) --member services cancelled the AKV reservation without contacting me (and used the VGC points to fulfill the WL for BLT). If I had plans for the AKV room, I would have a big problem. I had to call member services and have them reallocate the points so that the BLT points were used.

The fair thing to me is for the OP to be put on the top of the WL for a 1BR--or, if it is possible to break into the cash inventory make a reservation that way. But at the same time, I would be worried that the studio ressie would get cancelled when the 1BR WL came through!

Maybe its out of scope for this thread. But please educate me.

How on earth can MS cancel a reservation if they haven't been asked to do so through the option of the waitlist? - I mean what is the point of having the option if MS just cancel the reservation anyway?

regards