I think MS jipped me - doesn't seem right

[np4gp]

Looking for anyone's advice on this situation - should I fight it or let it go?

I called MS about 3 weeks ago looking for some dates in mid-November. They had the dates we were interested in but before we decided and finished the reservation, my phone died. I talked it over with my husband and we decided those dates really weren't the best for us and we had kind of jumped the gun (in which case, I was OK with my phone dying and I didn't worry about losing any significant dates). To make a long part of the story short, we are both in school and thought we didn't have much going on that week, but I have a 15 page paper due (whichI thought was due the following week...LOL silly me)

ANYWAY - we decided on some better dates for us (which, btw are impossible and we will not be getting them) and I called MS 2 days ago to see about availability. They told me how many points I had left and I was like, wait no we have this many. They went over the reservation I had for - get this - MID NOVEMBER!!! The person at MS went ahead and booked the ressie despite the fact that I never gave them the go ahead or finished the reservation with them. The notes in the system said that I had called wanting the dates and when the MS guy came back from checking to see if they were available, I was gone...so he booked them anyway Since we decided those dates were no good for us 3 weeks prior, we had to ask them to cancel that ressie, and now, of course, those 33 points are thrown into holding. I argued with them that it wasn't fair since I never actually agreed to or completed the ressie (which, we got our confirmation of it in the mail yesterday and, under assumption, they had just 1 traveler)...

Anyway, what does everyone think? Should I argue this more? What if I don't want to have to save those points for a booking within 60 days? It doesn't seem right since I never actually made the reservation does it?? Maybe I am off base and MS is allowed to assume that once you call and inquire about dates - you absolutely want them and they are free to book you for them if you get disconnected...

 

[FuzzyMelton]

I would argue the point with them. They went about and did something without your authorization. Had you wanted those dates you would have called back immediately (or MS could have called you back) and booked them. I would want my points back right away!

 

[Kmango]

On the one hand, I'm sure the CM thought he was helping you out, making sure you didn't lose the room. On the other hand, since you never agreed to the reservation, he probably shouldn't have booked it, or at least called you back (they've got your number) to confirm.

Call MS and see if the CM you talk to will make an exception for you. If not, ask to speak to a manager, explain the situation calmly, kindly and unemotionally and ask them to release the points from holding. I emphasize your demeanor not because I think you would normally act otherwise, but because I'm a manager in a very similar setting, and this generally makes all the difference in the world to me -- and double points if you can display empathy for the CM you talked to (ie "I'm sure he was just trying to make sure I didn't lose the room if I wanted it, and I appreciate that but...."). If the initial answer is no, keep being nice, but ask a few questions for clarification (ie "What's the policy on if you get disconnected during a call?") etc, to give the manager enough time to change their mind, and then ask one more time. If this doesn't work, end the call graciously and get in touch with Member Satisfaction.

 

[np4gp]

Well, as aggravated as something like that makes me, I totally believe in "killing with kindness" or "attract more with honey than vinegar"...yada yada yada. Luckily, the other dates we decided to check into came through for us. So, as far as I know, those points that were in holding were used for my new reservation.

Despite the little situation, things did work out for us. I just didn't think it seemed appropriate but you guys are right, the CM probably thought he was doing me a favor. Our new ressie is for Nov 30th-Dec 3rd. It will be our first stay more than 1 night and our first time using the DDP.

And the countdown begins - where do I get a little widget thingy?? LOL

 

[JLitfin]

you can go to www.magicalkingdoms.com or www.tickerfactory.com and design your countdown ticker

 

[dianeschlicht]

CAUTION! PLEASE, be sure you call MS and make sure they used the holding points for that ressie!!!! I'd hate for you to find out later that they instead BORROWED points from your next use year. Check on line first to see where the points for the later ressie came from.

 

[Dean]

It depends. If you simply called asking about availability, then I'd argue it. If you called and stated your intent to book and they did, I would side with MS.

 

[dis-happy]

The other thing that is odd is this: at the beginning of every MS phone call they verify your phone number so that (I am told) "if the call gets dropped for some reason I can call you back". Why didn't the CM just call you back? Was it your house phone or cell phone that went dead? You'd think he would have at least left a message saying that he was completing the transaction for you. It doesn't sound like they followed their own procedure in this case. As long as you aren't out the points I wouldn't worry about it, but if there is an issue I might ask about this specifically (in a nice way of course).

 

[SunnieRN]

I'm glad it worked out for you and I honestly would have been surprised to see the reservation for the mid november trip under those circumstances also. Thank goodness you decided to book another trip! Have a great time!

 

[jarestel]

I'm happy things seem to have worked out for you but your post does illustrate the importance of not taking anything for granted. Reservations are available for viewing/verifying on-line fairly quickly and whenever possible, it's a good idea to check, just in case. Many times I have hung up the phone and logged on and my transaction was there already.

In the rather unusual circumstance of being disconnected during a call when one is requesting reservations or reservation info, it would be wise to double-check anyway either by another phone call or through the on-line system. It's always better to be certain that your wishes were correctly understood rather than to simply assume that they were.

Have a great trip!

 

[fishermouse]

Guess this amounts to the old "no good deed goes umpunished" the CM must have thought by your conversation that he/she was doing the right thing. We all know the old ASSUME saying, IMO OP should have called back when the call was lost, CM should have called OP when she did not call back. If you turn this around to a busy time of year and a resi you really want the conversation would be this. I was on the phone checking and the dates were available but we got cut off, by the time I called back the all the dates were no longer available . The CM should have held them for me, he knew I wanted them. All comes back to OP not calling back to clarify.

 

[cpdwiz]

Looking for anyone's advice on this situation - should I fight it or let it go?

I called MS about 3 weeks ago looking for some dates in mid-November. They had the dates we were interested in but before we decided and finished the reservation, my phone died. I talked it over with my husband and we decided those dates really weren't the best for us and we had kind of jumped the gun (in which case, I was OK with my phone dying and I didn't worry about losing any significant dates). To make a long part of the story short, we are both in school and thought we didn't have much going on that week, but I have a 15 page paper due (whichI thought was due the following week...LOL silly me)

ANYWAY - we decided on some better dates for us (which, btw are impossible and we will not be getting them) and I called MS 2 days ago to see about availability. They told me how many points I had left and I was like, wait no we have this many. They went over the reservation I had for - get this - MID NOVEMBER!!! The person at MS went ahead and booked the ressie despite the fact that I never gave them the go ahead or finished the reservation with them. The notes in the system said that I had called wanting the dates and when the MS guy came back from checking to see if they were available, I was gone...so he booked them anyway Since we decided those dates were no good for us 3 weeks prior, we had to ask them to cancel that ressie, and now, of course, those 33 points are thrown into holding. I argued with them that it wasn't fair since I never actually agreed to or completed the ressie (which, we got our confirmation of it in the mail yesterday and, under assumption, they had just 1 traveler)...

Anyway, what does everyone think? Should I argue this more? What if I don't want to have to save those points for a booking within 60 days? It doesn't seem right since I never actually made the reservation does it?? Maybe I am off base and MS is allowed to assume that once you call and inquire about dates - you absolutely want them and they are free to book you for them if you get disconnected...

Is that you would have been upset if you did not have them booked and you wanted the dates..Since you called, MS figured you wanted those dates, and hooked you up.

I would call back and speak to a supervisor, but, be happy that MS did accomodate your original wish.

 

[magicaldisney]

"if the call gets dropped for some reason I can call you back".

My phone died once while checking availability and the CM called me right back. It seems to me, even if you said you wanted the dates and resort that was available they should call back to confirm if you are disconnected for any reason. I would call if you are losing any points because of this situation, but as stated above, if you're not out anything it might not be worth the hassle. Or maybe it is worth the phone call either way, just so MS is aware of how something like this can really hurt an individual member.

Good Luck with everything and have a great trip.

 

[BEASLYBOO]

The other thing that is odd is this: at the beginning of every MS phone call they verify your phone number so that (I am told) "if the call gets dropped for some reason I can call you back". Why didn't the CM just call you back?

You are exactly correct, during one of my reservation calls we were disconnected. I immediately called MS back and then as I was on hold my phone was propmting me of an incoming call and it was the member to whom I had been speaking. He didn't want me to have to start over or risk loosing the reservation that I wanted.

I thought it was very efficient of MS.

 

[np4gp]

Well, so there were errors on both ends perhaps. I should have called back 3 hours later when my phone finally charged back up (we only use the cell and do not keep a land line) - and MS perhaps should have at least called and left me a voicemail after I was disconnected. Oh well - lesson learned. Anyway, new travel dates are being eagerly counted down to - 27 days to go

 

[sparkyboy]

I agree with PP that you should check your account to determine where those points came from-holding or borrowed. You certainly do not want any surprises when you are ready to confirm your next vacation.