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

[Madame]

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

They cancelled mine too even though I had even put it in my DH's name & did *not* request that that reservation be cancelled if the WL came through. I wouldn't ever WL if I legitimately needed 2 rooms...

 

[MaryLovesPoohBear]

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.

As terrible as it is for the OP, you are right.

Imagine how bad it would be for someone that had a reservation, no waitlist glitch, then suddenly they didn't. I know I wouldn't be real happy.

 

[KAT4DISNEY]

I hope that those of you who have had reservations cancelled even though not requesting it are either writing to member satisfaction or calling in and speaking to a supervisor. I know I do hold me breath a bit when doing waitlists. Haven't had any issues so far but I'm always aware there could be. The proper people being aware of these things ( and I wouldn't count on the front line MS to report) should help as it sounds like checklist of things to verify and some retraining may be necessary.

 

[Cyberc1978]

They cancelled mine too even though I had even put it in my DH's name & did *not* request that that reservation be cancelled if the WL came through. I wouldn't ever WL if I legitimately needed 2 rooms...

Sounds like the use of WL might get you in trouble since MS ends up cancelling once reservation.

Since I dont have any first hand knowledge about this - still waiting for my ROFR to go through - you NEED some sort of proof of what you are requesting and also what your are NOT requesting. I read elsewhere or maybe earlier in this thread, that one might need to write to MS stating WHAT you want and what your DONT want. This way you have proof from your side. If things goes haywire with the ressi then MS needs to find you a room, top priority on WL is not enough in my book - because that won't guarantee anything.

Regards

 

[dcfromva]

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

I dunno the answer to your question. I only know that this doesn't seem to be a one off occurrence as this has been reported by other people since the latest software enhancement.

 

[Cyberc1978]

guess MS has been made aware of the issue? question is are they doing anything about it

regards

 

[crisi]

Sounds like the use of WL might get you in trouble since MS ends up cancelling once reservation.

Since I dont have any first hand knowledge about this - still waiting for my ROFR to go through - you NEED some sort of proof of what you are requesting and also what your are NOT requesting. I read elsewhere or maybe earlier in this thread, that one might need to write to MS stating WHAT you want and what your DONT want. This way you have proof from your side. If things goes haywire with the ressi then MS needs to find you a room, top priority on WL is not enough in my book - because that won't guarantee anything.

Regards

Except that even with proof, your room isn't guaranteed. It never is in the hotel or timeshare industry. They do not have to make it right, contractually or legally. And once you are a DVC member, your recourse is to sell your contract.

 

[KAT4DISNEY]

I dunno the answer to your question. I only know that this doesn't seem to be a one off occurrence as this has been reported by other people since the latest software enhancement.

It's been reported as happening every so often for years.

 

[Dean]

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

They always need a plan for maint issues and other things but it can't be too big of a cushion because these are sold our resort.

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

There are lots of situations where it can happen. In this case they replaced one reservation with another it appears, something the wait list is specifically used for at times.

Except that even with proof, your room isn't guaranteed. It never is in the hotel or timeshare industry. They do not have to make it right, contractually or legally. And once you are a DVC member, your recourse is to sell your contract.

Crisi is correct, there are never true guarantees in the real world or in timeshares. For Marriott's (hotel) VIP program if you're a high enough level they will move someone else and guarantee you a room at that location but at someone else's aggravation.

 

[SandyinMonterey]

It's not the same situation, but during our last trip to DL our room was "accidentally" given away. We reserved a one bedroom. After much going back and forth and much negotiating, we accepted a bedroom suite on concierge level. They also thru in a couple of meals and park passes. Our trip was shorter than yours....3 or 4 days. Ask for anything and everything you can think of.

 

[kamik86]

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.

No disney CAN do a lot more then this. Its a matter if they will. They could give you a suite on the hotel non-DVC side of a resort if no comparable DVC options were available. They could offer a better DVC room at another location.

If OP has some reason she has to stay at BWV and she doesn't want a better room in another location (say a poly bungalow, a 2 bed in another location, etc) they could offer that to another family at BWV if they would move to free the location up for the OP...

There are many things companies can do when they mess up the question is generally what they will.

 

[crisi]

No disney CAN do a lot more then this. Its a matter if they will. They could give you a suite on the hotel non-DVC side of a resort if no comparable DVC options were available. They could offer a better DVC room at another location.

If OP has some reason she has to stay at BWV and she doesn't want a better room in another location (say a poly bungalow, a 2 bed in another location, etc) they could offer that to another family at BWV if they would move to free the location up for the OP...

There are many things companies can do when they mess up the question is generally what they will.

But that isn't making it whole. It isn't creating the same experience. If the suite on the non-DVC side is booked (and I understand that those are almost always occupied) you can't give them the suite. If the Poly bungalow is booked, you can't give them the Poly Bungalow.

Depending on what time of year you are going, there simply may be nothing to move them to that they would see as whole. If they are looking at losing an October or December reservation - its done - there isn't anything.

 

[_auroraborealis_]

You are also discussing "Disney" as a monolith, and "Disney vacation Club" is an entirely separate entity than the Disney Resorts from a management perspective and inventory approach. They have a relationship, but DVD can't just pull resort inventory on the fly.

 

[kamik86]

But that isn't making it whole. It isn't creating the same experience. If the suite on the non-DVC side is booked (and I understand that those are almost always occupied) you can't give them the suite. If the Poly bungalow is booked, you can't give them the Poly Bungalow.

Depending on what time of year you are going, there simply may be nothing to move them to that they would see as whole. If they are looking at losing an October or December reservation - its done - there isn't anything.

The way I see it is if it is the company's fault it is their responsibility to provide as good or better accomodations or to provide a high level of compensation for the inconvenience if less has to be offered. I know they don't legally have to do this but they CAN.

Similar to how if an airline overbooks a flight and has to bumb they are required to provide not only the best other flight available but also a high level of compensation for the inconvience. The way the arline does this is to find the people that are willing to be moved for the least compenstation and move them. Disney also has this option if they so choose. Another family may even have a one bedroom and actually would prefer to have a studio... I don't think the wait list is smart enough to figure that out

If Disney is having all this issue now without even adding a maintenance issue to the mix they screwed up. this also isn't a one time issue as you can see from the number here that have had similar things.

 

[kamik86]

You are also discussing "Disney" as a monolith, and "Disney vacation Club" is an entirely separate entity than the Disney Resorts from a management perspective and inventory approach. They have a relationship, but DVD can't just pull resort inventory on the fly.

But Disney Vacation Club can reserve a room in resort inventory for someone as a cash reservation if they screwed up enough to warrant it.

 

[disneynutz]

But Disney Vacation Club can reserve a room in resort inventory for someone as a cash reservation if they screwed up enough to warrant it.

Question is, in their eyes how big is the screw up. We are dealing with a bloated animal, different departments, work groups, management, and no one wants to admit that they screwed up.

We lost our AKV CL reservation due to a MS error and were told that nothing could be done. Months later I mentioned our dissatisfaction to a CM at member satisfaction and she got us a room at AKV CL. We have no idea where the room came from and she wouldn't tell us but things worked out.

Bill

 

[crisi]

Question is, in their eyes how big is the screw up. We are dealing with a bloated animal, different departments, work groups, management, and no one wants to admit that they screwed up.

We lost our AKV CL reservation due to a MS error and were told that nothing could be done. Months later I mentioned our dissatisfaction to a CM at member satisfaction and she got us a room at AKV CL. We have no idea where the room came from and she wouldn't tell us but things worked out.

Bill

Not different departments - different COMPANIES. Disney is not one company, its a company with a lot of subsidiaries. And DVC is not related to the hotels other than being a sister corporation. Each company (each companies executive) is responsible for its own profit and loss. If the guy running hotels isn't making his numbers, he sure isn't interested in giving hotel rooms he could sell to the guy over in DVC. If the DVC guy screwed up - that's HIS problem, not the guy in hotels. Who, by the way, doesn't really like the DVC division anyway because they keep taking his repeat business and turning it into DVC members - which makes it harder for him to have growth.

Little in the way conglomerates are run tends to foster cooperation between companies - not unless there is more revenue to be made for both sides.

 

[kamik86]

Not different departments - different COMPANIES. Disney is not one company, its a company with a lot of subsidiaries. And DVC is not related to the hotels other than being a sister corporation. Each company (each companies executive) is responsible for its own profit and loss. If the guy running hotels isn't making his numbers, he sure isn't interested in giving hotel rooms he could sell to the guy over in DVC. If the DVC guy screwed up - that's HIS problem, not the guy in hotels. Who, by the way, doesn't really like the DVC division anyway because they keep taking his repeat business and turning it into DVC members - which makes it harder for him to have growth.

Little in the way conglomerates are run tends to foster cooperation between companies - not unless there is more revenue to be made for both sides.

Yes but as I said above DVC can buy the room from the hotel side of the business for a client.

I work in a similar world of multiple government contracts. Where we have one contract that is behind because they need X part to continue and its on backorder and another contract that due to some other issue have 5 of X sitting around they aren't using. You would think they could just share but there is actually alot of paper work to transfer equipment like this. However it can be done and is if the relationship with the customer that needs X part is important enough.

 

[crisi]

Yes but as I said above DVC can buy the room from the hotel side of the business for a client.

I work in a similar world of multiple government contracts. Where we have one contract that is behind because they need X part to continue and its on backorder and another contract that due to some other issue have 5 of X sitting around they aren't using. You would think they could just share but there is actually alot of paper work to transfer equipment like this. However it can be done and is if the relationship with the customer that needs X part is important enough.

They can, but that still impacts the revenue for both sides. The DVC side has to purchase the room - its so much cheaper to just tell the member no. The hotel side gets revenue - but probably at a low rate - if they can sell it for rack rate, or even a discount - outside the corporation, that's better bottom line.

Simply put - once you are a DVC member, their relationship with you is often not important enough. You are contracted to pay your dues. If you don't like how they treat you, you'll sell to some other sucker.

 

[_auroraborealis_]

There also has to be room availability at the equivalent resort, which can be tight depending on dates.

In general, once the contract is sold, DVC has little incentive to make something like this right. What's the member going to do? Sell their contract? It's really a net-zero for DVD.