Just realized DVC made a mistake.

[MAGICX2]

We went on a 3 night DCL cruise the beginning of Feb. We had booked a 1 bdrm at BCV for the night we returned from the cruise. Upon arriving at BCV they did not have a reservation for us. They said it had been canceled the day before. Obviously, this was a mistake as we were on the cruise ship the day before. The front desk manager immediately made it right by setting us up in a 2 bdrm and they told us that it would not affect our points because they were setting it up under a cash reservation.
I just looked at my points activity and saw where the original reservation had been canceled (although I don't know why) but then there was a charge of points for the 2 bdrm. Now, I am not looking to get the room scott free, but I don't think they should have charged us the amount of points for a 2bdrm when we had only booked a 1bdrm. Has anyone else ever had this problem?

 

[Mlissa88]

I had the same type of problem with a mysterious cancellation around the same time you did. I posted live from the resort at the time because I was upset that my reservation was cancelled and moved to another resort without me knowing.

We were able to get the same type of room but it took about 45 minutes to sort out. I agree with you that it was not your fault and they should NOT charge you the difference between the two rooms. Just charge you (point wise) what the original reservation should have been. Like you, I didn't want anything "free" - I just want what I reserved and received confirmation for....

I think you should contact member services and tell them how you feel...I'm hoping they make it right!

 

[chalee94]

The front desk manager immediately made it right by setting us up in a 2 bdrm...Has anyone else ever had this problem?

never. ever. EVER. let the front desk manager meddle with your pts.

call MS instead.

 

[OhioDVC]

I totally agree. The BCV front desk totally screwed up my account

 

[MAGICX2]

Just got off the phone with Member Services. They manually put the points back in my account that made the difference between the two room types. They were nice about it.
It does bother me that the reservation was cancelled for no apparant reason. It was around the time the whole "upgrade" thing was going on. Makes me a little nervous that a reservation that I painstakingly tried to get (and was on a wait list for) was mysteriously canceled. What if it had been October and they couldn't accomidate us? I would have been one ticked off person!

 

[paults]

I totally agree. The BCV front desk totally screwed up my account

What did they do? They do not have access to our pts only MS does.

 

[Chuck S]

What did they do? They do not have access to our pts only MS does.

Not exactly. Resort managers have limited access to our points. There are times a resort has to have access when MS is closed. But, when resorts access your points, there are often problems that need to be corrected at a later date by MS.

 

[TisBit]

never. ever. EVER. let the front desk manager meddle with your pts.

call MS instead.

Unfortunately, there is no way the OP could have prevented that, or really any member. If the front desk does something that affects your points, there is not much you can do about it until after the fact. There have been lots of posts where people were charged points because of resort errors.

But I agree that you should always try to use MS when possible.

 

[jesschris]

Glad it worked out

 

[Mlissa88]

Just got off the phone with Member Services. They manually put the points back in my account that made the difference between the two room types. They were nice about it.
It does bother me that the reservation was cancelled for no apparant reason. It was around the time the whole "upgrade" thing was going on. Makes me a little nervous that a reservation that I painstakingly tried to get (and was on a wait list for) was mysteriously canceled. What if it had been October and they couldn't accomidate us? I would have been one ticked off person!

Glad it worked out and they corrected the problem. I agree with you about being concerned about the mysterious cancellation. I was pretty ticked off when they said mine was cancelled and moved...which I did not do. They told me I would have been "out of luck" if it were a different day...
That kind of made me more angry because like you said...it was a reservation that you painstakingly got in the first place...and to have it *poof* disappear and leave you "out of luck" is unacceptable.

 

[mhannigan]

I went on line to complete the online check in 3 days before we were leaving PA to drive down to the world. When I was unable to check in I went on the DVC website to find that our resie was cancelled ????? I almost had a heart attack thinking my children were soooo looking forward to our trip and how heartbroken they will be when they find out we are now not going. They thankfully found something (who knows how???) and booked a new reservation.

 

[jo-jo]

I went on line to complete the online check in 3 days before we were leaving PA to drive down to the world. When I was unable to check in I went on the DVC website to find that our resie was cancelled ????? I almost had a heart attack thinking my children were soooo looking forward to our trip and how heartbroken they will be when they find out we are now not going. They thankfully found something (who knows how???) and booked a new reservation.

These reservations that get cancelled, do they have any info with them? A name, a time period? Just curious if they show "cancelled as of may 20, 9 A.M." or something like that?

 

[Mlissa88]

These reservations that get cancelled, do they have any info with them? A name, a time period? Just curious if they show "cancelled as of may 20, 9 A.M." or something like that?

Mine did not....it just showed that Members Services cancelled my reservation on a specific date and moved me to another DVC location. Also...mine also threw the difference in points into holding status because it was done during the week of my check in. I woudln't have been able to use those points becuase they would have expired....it made NO sense to me and really ticked me off. When I checked into it deeper they said they couldn't explain the error to me.

 

[dbs1228]

This makes me really nervous since we have rented points out to a couple with 2 little kids and if this happens to them can you imagine what they would think of DH for renting them these points

This is awful that it is happening and could be horrible, in many situations!! I guess I have to keep checking the existing ressie until check in day!

 

[lilpooh108]

Some DVC veteran posted last year that MS had "added" an associate to their account, when the member called later to figure this out, it turned out that an IT person was testing things with the account and forgot to remove himself. I think that they do use our accounts to test certain things, and that's how reservations/points get messed up.

 

[JimC]

Unless there has been a recent change, I do not believe that the front desk personnel have access to our DVC accounts. When I had a problem a few years back, the front desk manager called MS to explain the situation and MS made the adjustments to our account. Again, it may be different now.

Call MS, explain what happened and see what they can do. I doubt MS could accidentally process a transaction on the wrong account with the detailed verification they go through when we call. Good luck getting it straightened out.

 

[MAGICX2]

This makes me really nervous since we have rented points out to a couple with 2 little kids and if this happens to them can you imagine what they would think of DH for renting them these points

This is awful that it is happening and could be horrible, in many situations!! I guess I have to keep checking the existing ressie until check in day!

We rented points to couple with 2 kids this past Dec. We had booked them a standard studio at BLT. We made the reservation in March. The renter called me about 10 days before arrival because she wanted to add the dining plan. When I called to add it for them MS told me the reservation had been canceled! After a lengthy phone conversation they told me they weren't sure what happened, there were no rooms available on points, but they made them another reservation under a "cash" status. When the renter arrived they were upgraded to a MK view 2 Bdrm, no charge.
So, this wasn't the first time a reservation of mine has been canceled not by me, and with no notice. Makes me very nervous. I shouldn't have to monitor my reservations so closely. This surely wouldn't happen to someone who had paid cash/credit card for a room, so why is it happening so frequently to me?

 

[kimberh]

On the very few occasions that I have cancelled a reservation of my own, I received a cancellation number. If I went to check in and was told this, I would demand them to provide the number. This is just odd!

 

[normr]

I would want to know why my reservation was cancelled in the first place? That's pretty scary.

 

[GoofItUp]

Some DVC veteran posted last year that MS had "added" an associate to their account, when the member called later to figure this out, it turned out that an IT person was testing things with the account and forgot to remove himself. I think that they do use our accounts to test certain things, and that's how reservations/points get messed up.

If that's true, it's pretty scary! I'm not IT person, but when I've tested system upgrades that IT will be implementing, it's always done in a TEST account. That way if something goes wrong, it's no big deal to reset. Seriously, Disney IT....