help!

[lbcohen3]

I am scheduled to go to Saratoga Springs on Monday, using DVC points. For reasons beyond my control, I may have to cancel. Will I lose all of my points, or will they be credited towards another week? DVC customer support isn't open on Saturdays.
Thanks for your help!

 

[JimMIA]

I would send MS an email today, because I believe if you wait until Monday, you are going to lose all of the points. The way I understand it, the day of arrival, all points are forfeited.

It's unfortunate that MS is not open on the weekend, and that you didn't have more notice.

If you are able to cancel prior to your arrival, the points are going to be placed in holding status. That means that they can only be used for reservations within 60 days of arrival...which is the DVC points version of jail. But it's better than losing them altogether.

 

[della]

I would also try calling or emailing the resort and ask them to document that you are cancelling before the day of arrival. There must be some sort of protocol for this. I am sure you are not the first person to ever be in this situation.

 

[lbcohen3]

Thanks for your suggestions- I'm so upset right now that I never even thought of contacting MS today. We sent an email just now, but we're still hoping that things will work out and we'll get to go.
Thanks again!

 

[JimMIA]

I would also try calling or emailing the resort and ask them to document that you are cancelling before the day of arrival. There must be some sort of protocol for this. I am sure you are not the first person to ever be in this situation.

This is an excellent suggestion. I would definitely call the resort...NOW.

 

[tjkraz]

I would suggest contacting the resort directly.

According to the rules if you cancel on the day of arrival you forfeit the points. Cancellations earlier than that result in the points going to a holding account, but hopefully there is time within your Use Year to still use the points.

Personally, I wouldn't rely on an email to resolve the situation. If you know by Sunday that you won't be able to go, call the resort.

 

[paults]

"lbcohen3
Thanks for your suggestions- I'm so upset right now that I never even thought of contacting MS today. We sent an email just now, but we're still hoping that things will work out and we'll get to go"


I could be wrong but if you sent an e-mail now and cancelled and then you say things might work out and you can go, you might not have a room unless they are under booked and let you use those pts outside the 60 days period.

 

[Dean]

An email after hours will not work as it would get put in as Monday. You can and should call the resort by tomorrow to cancel. If you wait until Monday, you lose the entire amount of points. You can also call the resort to schedule reservations off hours when needed.

There was a clarification on this in the last couple of years. I don't recall if it was in the VM or the Clubhouse.

 

[lbcohen3]

Thank you for all of your helpful answers. I have a follow-up question- do I have to use the points within 60 days from now, or does it mean that I can only book them 60 days in advance? This is our first time using points, and I never expected this to happen! I can't seem to find the answer in the DVC website.
Thanks again!

 

[tjkraz]

The points can only be used to book 60 days in advance of check-out, and they must be used by the end of the Use Year (no banking.)

 

[drakethib]

I would send MS an email today, because I believe if you wait until Monday, you are going to lose all of the points. The way I understand it, the day of arrival, all points are forfeited.

It's unfortunate that MS is not open on the weekend, and that you didn't have more notice.

If you are able to cancel prior to your arrival, the points are going to be placed in holding status. That means that they can only be used for reservations within 60 days of arrival...which is the DVC points version of jail. But it's better than losing them altogether.

Make sure you keep a copy of the email as proof.

I would also send a fax.

However, I think they will work with you given the circumstances.

 

[Dean]

Make sure you keep a copy of the email as proof.

I would also send a fax.

However, I think they will work with you given the circumstances.

I don't think an email to DVC or a fax after hours to DVC will help you. You could fax and/or call the resort itself. As I noted earlier, there were specific indications from DVC that an email sent after hours would not function as a cancellation notice for reservations that had to be cancelled prior to MS being open. I certainly wouldn't take the chance.

 

[Disney Fanatic]

O.K. , can someone clarify the official cancellation policy by DVC.

If they state you can cancel up to the day prior without losing points totally, they must have a procedure in place for this.

It is certainly not the members fault if they are closed on weekends.

I personally would e-mail MS if you can, leave a message if you can and call the resort directly and get the person's name you spoke to.

This should be sufficient IMO if there is no policy in place. But of course, who am I to say until you speak to them.

Good Luck

 

[tjkraz]

O.K. , can someone clarify the official cancellation policy by DVC.

Seems like Dean has done that.

The policy simply states the timeframe in which the reservation needs to be cancelled. It doesn't go into detail regarding what to do in the event of weekend, holiday or any other unexpected closure of DVC.

Personally, I'd always suggest speaking to a live CM whenever possible. The only way to do that is through the resort itself. Members wanting to book a last-minute stay during non business hours can do it through the resort staff, so it stands to reason that they can handle cancellations, too.

Note that DVC does NOT make allowances for weekends when it comes to things like banking points and making reservations at 11/7 months. If the deadline to bank falls on a Saturday, Sunday or Holiday, you must do it on the last business day BEFORE your deadline. If your 11/7 month window for booking opens on a weekend or holiday, you have to wait until the next business day AFTER the window opens.

That said, my guess is that DVC would probably accept an email notice in this situation if sent before the deadline, but with points at stake, I wouldn't take that chance.

 

[RobDoc]

Call the resort directly and have them cancel the reservation. Sending an email will not relieve the cancellation policy since it will not be received before tomorrow's check-in. Just as the resort has limited access to DVC member accounts to make a reservation for immediate dates over a weekend, they also have the same access to your account to cancel the reservation. Your points will still go into the holding account, but at least you won't lose them altogether.

 

[Dean]

Info from MS prior has suggested that we call the resort directly. If you're even in this situation, definitely do so as no one wants to lose their points altogether. But if you're where you can't, email is better than nothing as they might be lenient with you depending on the circumstances.

I seem to remember a thread about 3 years ago on this same subject.