Jackie at MS confirmed that most room requests will be granted only at check-in

[disneyberry]

looks like Jackie has been making some calls to members lately in response to the BWV View changes.

anyway, something else that was mentioned in my phone call w/ her was that the old system of having your requests more likely to be granted based on how early you made your ressies. that is no longer the case. (sorry i can't figure out how to make that a real sentence. not enough sleep last night)

she said that the only time they'll preassign rooms is for any medical or HC requests. and sometimes if people have 2 or 3 rooms in a family and request to be close together, they will preassign that.

otherwise, if you've got requests like "non-smoking, close to elevator, near bus stop, water view, or epcot view" those type of requests will only be granted at check-in by the front desk CM.

so my interpretation of this is basically: if you booked at 11mos and requested a non-smoking room. and someone else books at 2mos and also requests a non-smoking room. if that other person checks in before you, and there's only 1 non-smoking room left. then they get it.
hmmm....

plus, apparently there's a name for the new policy where you can check-in early: "Room Ready".

just thought these things might be of interest to you all.

Jackie is doing a great job following up w/ members! i'm impressed.

 

[Granny]

disneyberry...thanks so much for posting the results of your conversation with Jackie.

Just to be clear...is the "Room Ready" policy being applied to all DVC resorts, or was this just in response to the BWV situation?

We drive to WDW and stay in a local hotel the night before check-in, so it won't hurt us much. But I think it is a real disservice to the people who fly to WDW and arrive late in the day.

I understand why Disney is doing this....because of the "squeaky wheels" at check-in but I don't think it's a great policy.

And watch out....I think MS will see a remarkable upswing in "medical requirements" for non-smoking, close to the elevators, near HH at OKW, great Illuminations views, etc.

 

[ErinC]

I'm sorry, and I hate to sound so negative, but if a boardwalk view can be confirmed, than DVC needs to get their act together, and get on the ball like every other hotel in the world and get non-smoking rooms/smoking guaranteed. This is just going to cause a lot of people to start lying about medical needs, and I'm going to be one of them. If I had to spend a week in a smoking villa, I'd just a soon be sleeping at the Holiday Inn off property, where I can get my non-smoking room guaranteed!!!! This is NOT a rant against smokers, I grew up in a smokers home. I just think this category could be guaranteed, especially when I booked my vacation at the 11month mark, day by day. If I show up bright and early to check in and I'm told that smoking is all that is available, I'll refuse to take it. Sorry for the rant so early in the morning, but this is not the luxury vacation I paid for. Frankly I'm tired of trying to figure out all the rules when they seem to continue to change constantly. I'm off to take an extra dose of my blood pressure med!

 

[disneyberry]

Originally posted by Granny
Just to be clear...is the "Room Ready" policy being applied to all DVC resorts, or was this just in response to the BWV situation?

the Room Ready system is in place at ALL DVC resorts, according to Jackie.
she said that BCV always used that policy. and OKW did a trial last year.
then BWV followed.
and finally VWL just recently converted over.

my interpretation is that they're basically just doing things like regular WDW resorts now.
the thing is i think sometimes they still preassign rooms, 'cause i recall that non-DVC resorts sometimes do that. BUT, they got rid of the supposed "priority" that people who booked at 11mos had over people who booked at 2mos for example. so now everyone (other than medical or HC requests) has the same chance of having their requests granted.

 

[PamOKW]

Thanks for sharing this information.

I have to say, I am not very happy to hear it. It seems to be a disservice to, on the one hand, guarantee the view for Boardwalk at the time of reservation and, on the other hand, take away any reservation order priority at the other resorts.

My guess is that the Internet and the advice to "fax" requests has created a nightmare at WDW. Can you imagine even 25% of the guests calling and/or faxing, possibly multiple times? However, I don't think the members should be penalized for this phenomenon.

I'm upset that folks who make a regular habit of renting out points will now be renting Boardwalk views to people who aren't even members. I'm upset that people who fly down and stay at DVC will be at a disadvantage over others who stay elsewhere the night before and present themselves at the desk at 6:00 a.m. Basically, I'm not a happy camper. This system has worked well for the last 10 years, why the sudden change?

My post crossed with the one above. I can understand not necessarily assigning actual rooms, but I do think that requests should be considered and each days arrivals should be put into some priority by date of reservation. It isn't right that someone who books at 11 months would lose a room to someone who called that morning for a last minute cancellation.

 

[Terry S]

I have to agree with PamOKW, I think it was much more fair to those who booked at the 11th month window to get thier requests granted. This also gave somewhat of a home resort advantage as well. This new system is more of the early bird gets the worm and I think will cause a lot more people to stay elsewhere on thier first night and cause a major backup checking in first thing in the AM.

I understand that DVC did this because one of the major complaints on the feedback surveys was not getting into a room early, but I am sure the survey question did not read like "would you prefer to get in your room early OR getting your room requests met?" I realize that this board is not a majority of the DVC people, but as you can tell from the poll that was posted, if we had to choose one over the other, most answered they would rather get thier requests met especially if they made them at the 11 month window..

 

[DebbieB]

Just to be clear...is the "Room Ready" policy being applied to all DVC resorts, or was this just in response to the BWV situation?

I think the "room ready" came first (at all resorts) and the boardwalk view change was a result of it. They knew that the boardwalk view assignment is a hot topic, they would have had many people showing up early in the morning for it. BWV members were sold on the fact that 11 months would have priority.

I agree with Pam that they should have left it the way it was. They could have still said no faxes/phone calls.

 

[LIFERBABE]

I think smoking or non smoking should be a designated room category. There is no way we could stay in a smoking room. I have not been "home" yet, but I'd rather stay in a motel 6 smoking than a Luxury Suite that smells like smoke.
Even Vegas has non-smoking rooms guaranteed and they have ashtrays everywhere!

I also think that those that have Home Resort advantage should have some of their requests granted. What's the point of paying the extra dues to have that resort as your home when you could own elsewhere and get the same thing at 7 months or less?

I do think it was an administrative problem with people faxing their room requests and then following up to verify receipt. More than a couple of those a day can create a new job for someone.

The reservation and room inventory system at MS should be equipped to manage all requests and to let you know if that request is available, without pre-assigning rooms.

 

[Beth]

I just want to add my name to the list of "unhappy members" concerning this policy - since I know DVC mgmt reads this board.

I was a victim to this policy during the "trial period" at OKW last December. My reservation was made at exactly 11 months out - and, I'm telling you, they put me in a room that was the exact OPPOSITE of my requests!! I voiced my disappointment with the manager at the time, and he said he would pass on my opinion. But the CM at check-in said, "Don't worry - it's just a trial period - it will be probably switched back a month from now." Oh Well!!

So, now BWV owners can call and basically GUARANTEE their room location, but the rest of us are at the mercy of the CM at check-in. I'm really struggling to understand this....

And my DH and I live less than an hour from WDW - so we CAN get in there early - but I still feel TERRIBLE for those of you that, due to air travel, just can't get there until later in the day. It just stinks!

Please, DVC, PLEASE reconsider this policy!!

 

[leanne2255]

From reading this posts and others, it seems to me that whatever DVC does, someone will not be happy. I triy not to be too particular with my requests, other than non-smoking, but other than that, any room is fine. I can't understand all this "pickiness" with the minutiae of the room assignment. It just sets you up to be disappointed if you do not get "exactly" what you want.

 

[dianeschlicht]

This policy (along with the one that tells people to just smoke in the non-smoking room) is really a deteriment to people who have medical conditions! It scared me so much, I just called MS to see if they could get me a handicaped room since I will have to also probably have a ECV this trip as well.

 

[Beth]

We visit WDW 5 or more times a year - all short trips. We "DO" spend a lot of time in the room. I guess we use our membership different than many - but we use DVC as a "getaway." Sure, we visit the parks - but they aren't our focus. We really enjoy the resort.

I don't feel we're being "picky," at all.

 

[WDWguru]

I'd like to give you some perspective, leanne. I can't speak for others, but to us the requests and view have never been a HUGE deal. I know it comes across otherwise with the recent discussions, but for most of the board I think it's the same way. It's just coming up for discussion more fervently now with all the recent changes.

Speaking from a personal viewpoint, we never made many requests. Usually non-smoking, sometimes upper floor. We also included Boardwalk view when staying at BWV. We own at BWV (and VWL) and have always booked at our 11 month window. We always told ourselves not to get our hopes up for the Boardwalk view. We went in expecting NOT to get it, figuring it would just be a nice surprise if we did. As owners, booking at 11 months, we figured eventually over the years we would get it. No stress, no expectations aside from the fact that at SOME point over the next 39 years we would probably experience a Boardwalk view.

Then came the change in policy to first-come first-served. Knowing we always fly from Salt Lake and knowing no flight can get us to the front desk before 4:30, we were disappointed. We had never stressed over the view, but we reasonably expected that at some point we would get it. Now comes the new policy and suddenly there is hope!

None of this is going to make or break our Disney vacation, nor would it had the policy never been changed. A room at WDW is a room at WDW... I'm happy just to be there.

 

[KNWVIKING]

The only part of this entire thread that I read was the above title, short on time, so I'll make one quick comment:

My honest opinion is that you could ask 10 CM's the same question and get 10 different answers.

 

[Johnnie Fedora]

Since this is the case now, MS should immeadiately stop accepting requests when making reservations. MS should not be giving members the illusion of customer service that accepting "non-honorable requests" suggests.

Another classic Disney "because you've asked for it" rationalization.

 

[married@wdw]

Originally posted by PamOKW
I'm upset that people who fly down and stay at DVC will be at a disadvantage over others who stay elsewhere the night before and present themselves at the desk at 6:00 a.m.

Pam and others -- I don't think this is exactly the case. I spoke with Jackie this afternoon (and boy is she great -- still seems unfrazzled after two and a half days of dealing with this). The idea of "Room Ready" is to get people into clean rooms when they check-in which would seem desirable to all. When you check-in, they try to find a room that fits most of your requests from the rooms that are already cleaned so you can go right to your room. Sounds great, right -- in most cases we'd love it because we only ever ask for non-smoking anyway (and on that note, I believe the DVC is down to only 4-5% smoking rooms so I'm surprised this is still really an issue -- never has been for us but maybe we're just lucky???).

For example, let's say you requested a non-smoking, upper-floor, near the HH at OKW. If you check-in at 6 a.m. they may have a non-smoking room on an upper floor but not near HH. You can either take that room or decline and try back later. You may end up with a better choice but you may end up with fewer of your requests met.

With that in mind, let's say I'm checking in at 3 p.m. on the same day as you with all the same requests as you. You've already attempted once to check-in and are behind me in line. I check-in and all of my requests are met because now there is a room available. However, you go to the next check-in CM to try again but I just took the only other room available that day that had all your requests. So even though you were here before me, I was at the check-in desk at the right time.

I'm pretty certain that's the way "room ready" works -- trying to put you in a ROOM that is READY. Someone please correct me if you know that I am wrong. Jackie did say that members seem very pleased with this "Room Ready" system.

And I can say that we've checked in three times in the last three months (seems like a lot, I know -- wedding shower in May, then 2 rooms for the wedding in June) without even realizing the room ready system was in practice. We got what we wanted all three times without any trouble and had special requests on the June reservations because we needed to be close to other family, etc. Twice we checked-in well before check-in time and once at 10 p.m. at night. I didn't think anything of it, but in June I checked my mom into the DVC at 7 a.m. the day of my SIL's wedding and it never crossed my mind how great it was that they gave me her room right away. They actually got to take a nap and didn't have to dress in our room, but I was so busy worrying about wedding stuff I was just happy to not have to deal with that. So while it doesn't sound great in my explanation (because I was showing the down side), it's working for us (well, except for that whole Boardwalk View thing, but I'm trying to get over it!).

 

[DebbieB]

That is the way Jackie explained it to me also. Getting there early doesn't necessarily give you an advantage. It's really a crapshoot and it shouldn't be. The fair way is to go back to the old way.

 

[Eeyore2U]

I just emailed MS and voiced my displeasure of the new system. IF there is going to be no advantage to having a home resort then lets open them all and let everyone jump in the pool. Our experience has been if you book at 11 months and request nonsmoking and close to the elevators you get it.

 

[Pinnie]

I am not so sure this "room ready" thing worked for me this summer.

In June, checked into OKW at 2:00, was told room would be ready after 4:00. We finally got into a room at 4:30. Only request met was non-smoking. (7 month window)

In Aug at Vero, checked into Vero after 1:00. Was told room wouldn't be ready until after 4:00. We didn't get our room until 4:30. Ony request met was non-smoking. (7 month window)

Three days later, back to OKW, checked in at 1:30 and again told room was NOT ready and to call back. At 4:00 we were on the way back from Publix, we called from our cell phone and was told room was still NOT ready. We got to HH and were going to request our groceries be put with the luggage and in the fridge and were told the room was ready. It was about 4:30. (staying with friend on his points....reservation made at the 11 month window).

I am about 3 for 3 this summer having a room at 4:30.

I have reservatons in Dec at BCVs but my flight doesn't even LEAVE Detroit until 9:00 p.m. I can only imagine what I will get when I check in after midnight......AND those ressies were made at the 11 month window. <sigh>

pin

 

[Disney1fan2002]

Originally posted by leanne2255
From reading this posts and others, it seems to me that whatever DVC does, someone will not be happy. I triy not to be too particular with my requests, other than non-smoking, but other than that, any room is fine. I can't understand all this "pickiness" with the minutiae of the room assignment. It just sets you up to be disappointed if you do not get "exactly" what you want.

THANK YOU Leanne! My thoughts EXACTLY. I keep reading these room request posts and I don't get all the fuss. Maybe I missed something, but I was never under the impression that an 11 month window gave you a leg up on getting a specific room request. I thought the 11 month window at your home resort afforded you A ROOM before other DVC owners from other resorts. All this fuss about room location, and what time people check in, and whether or not the guest is a DVC member or renting from a room hoarding member, quite frankly sounds like a bunch of kids and one of them got a hot fudge sundae while the rest had to settle for an ice cream cone.

In order to be an owner of DVC, one has to be 21 years or older, so we are all adults here. In the grand scheme of things, is THIS really worth all the fuss?