HELP!! Res.cancelled on check-in and pts put in holding

[TangaroaTiki]

OK, I just noticed a strange error regarding my points & member services is closed today so I thought I would ask here. (I'll be calling tomorrow though!!)

I booked a 1BR & a studio at the 11-month mark for our family trip this past October. The 1BR for my family & the studio for my parents.

We were checking in on a Saturday and my parents were coming in on Sunday. Well about a month before the trip, my parents decided to arrive on Saturday also and booked that ONE night using their own points.

Well, upon check-in the clerk was so confused about my parents having a one-night ressie & then switching to the five-night ressie that I booked - that it appears she cancelled the five nights that I booked & rebooked it immediately causing my 45 points for the studio to go into holding.

So my account shows the studio use for 5 nights at 45 points & a cancelled res for the same date - 45 points into holding!!!

I'm so upset right now, my use-year is April and there is no way I can use these points by then, nor should I have to.

Has anyone had an error like this? I'm hoping they own up to it and not tell me "tough luck".

Anybody????

 

[InstImpres]

Sounds very straight forward to me. I am sure MS will reverse it. If the "paper trail" is just as you say, they can see it was simply human/CM error.

While it is hard to wait until tomorrow, I would not worry about it at all.

Good luck
Sandy

 

[Laurabearz]

Call them tomorrow and I am sure they will fix it. Really. Try not to worry

 

[TangaroaTiki]

Oh, thanks for the words of encouragement. You have made me feel better already. It is so hard to have to wait until tomorrow to fix this!

Yes, the error is so obvious, I can't imagine a problem - but you never know!!

Thank again and I will update my post tomorrow when I talk to MS.

 

[TheRustyScupper]

. . . Well, upon check-in the clerk was so confused about my parents having a one-night ressie & then switching to the five-night ressie that I booked - that it appears she cancelled the five nights that I booked & rebooked it immediately causing my 45 points for the studio to go into holding . . .

1) See if you can get a better explanation.
2) Front Desk CM's typically don't have this override ability.
3) Hopefully CS can straighten it out for you.

 

[Chuck S]

As the others have said, if your account shows what you say it does, contact MS tomorrow. They will do a manual adjustment to take it out of holding and fix it. But, did you try to bank the points earlier? For an April 2007 use year the banking deadline has passed. Under the new banking rules, the banking deadline would have been November 30, 2007. They may make an exception since the change in rules occured this year.

I had a situation where they borrowed points that they didn't need to borrow when they, because it crossed a use year, had to redo a reservation that was booked wrong in te computer. No problem having it fixed.

EDIT: Here is the new banking chart from the Member website:

 

[rlduvall]

I just had this exact same thing happen - just a slightly different scenario. I had AKV points transferred into my account, then I made a reservation for 5 nights (12/9 - 12/14). When my mother took ill I rented the reservation out. Everything is peachy king . . . life is good.

In January, I contacted MS to make a reservation for this upcoming December. A very knowledgeable and pleasant CM advises me that I have 45 points sitting in my transferred points holding account. I told her that had to be in error - as that reservation was used. She insisted it wasn't for whatever reason (which I know it was) and placed it back into my transferred points account, then banked them for me, as that deadline had passed. I kept telling her this couldn't be correct. Well, that has been over a month ago and every time I call MS I have them check my transferred points account - they are still there - and again explain it must be in error. BUT NO-ONE SEEMS TO CARE. I figure they will eventually fix it - or not.

Edit: I'm sorry. I just re-read your post and see you did get debited for the 45 points and the other points went into holding. Not exactly the same thing.

 

[WOW]

Had something similiar and they fixed it.....no problem!!!

 

[rsquare]

Yep, we had a similar problem. We upgraded to a one bedroom from a studio at check-in at SSR. They cancelled the original reservation and put those points in holding. Of course, they didn't tell us that and I suspect that they didn't even know that they were doing it.

We checked our points after we got back and saw the problem. A call to MS explaining what happend fixed the problem. Don't panic, I think MS hears stuff like this all the time. I don't think the front desk people know how to (or have the capability in their system) to deal with point changes. If you dealt with a manager at SSR, then maybe it's CM specific!

Again, don't worry MS will make it all better.

 

[DebbieB]

Good thing we at least have the online system for point balances. I caught an error a couple months ago where they borrowed points for my entire reservation when I had plenty of points in my current year. They reversed it and put them back.

 

[CarolMN]

...(snip)...2) Front Desk CM's typically don't have this override ability....

Maybe it isn't typical, but they definitely have the ability to get into our accounts.

The Front Desk CM at the BWV messed up my account when granting me an "upgrade" I neither requested nor wanted last October). Fortunately for me, all it did was erase the record of my visit - my unused points are all there and have the correct status. So there are at least two CMs at the DVC Front Desks (the one will "helped" the OP and the one who "helped" me) who can access our accounts. IMHO, they both need more training.

OP - don't worry. MS will make it right. Ask for a supervisor if necessary. There have been more than a few reports of "wrong" things happening at the front desk. All that reported back here after calling MS had happy endings and I'm sure you will too.

 

[stanfield]

MS will correct your points. We had a problem checking into VWL in December. The computer "locked up" while the CM was checking us in. The front desk tried to "fix" it but after 2 hours, the Manager decided that MS would have to fix it when they opened (it was Saturday, so they opened around 1 PM I think). When I spoke with MS, I learned the front desk had cancelled and re-booked the reservation 5 times while trying to "fix" it. MS took care of it and my points are fine now.

So, it does seem that there are at least a few CMs at the resorts that can access DVC's system. However, I'm with CarolMN ... they need more training! I was shocked to find out that there is not around the clock MS support for the CMs at the resorts (an internal support line). I can imagine that problems do occur at check-in, but it seems the plan is to wait until MS opens. I hope no one has problems checking in during evening hours when MS is closed because it seems you might have to wait until the next day!

 

[RLRDA]

OP......how did everything go when you were finally able to talk to someone at MS today??

 

[TangaroaTiki]

**Problem resolved**

After getting a busy signal for 25 minutes this morning - I finally talked to member services and they thanked me for pointing out the error and reversed it immediately.

Boy, am I glad I checked my info online. I'll be sure to continue to do so in the future!

Thanks again for all the kind words, you really helped me get through yesterday by easing my worries and keep a close eye on your points!!