Lesson learned: Do NOT book DCL through DVC

[bwvBound]

The Lesson: A DCL cruise booked through DVC can only be modified by DVC. Problems that come from this arrangement:

• DVC Member Services opens a full hour later than the DCL desk. Particularly problematic if you are trying to snag the last remaining "non-connecting cabin" that became available to DCL at 8a ET!
• Every action taken by the DVC Member Services rep is done by "relay" to and through the DCL desk. This presents multiple opportunities for miscommunication, mistakes, longer hold times for the customer, etc.

My reservation process has been a nightmare thanks to mistakes created by the DVC side. Never again!

 

[onestitchloose]

I've read that quite a few people have rented their points out and paid cash for DCL as it works out more cost effective. So as you say, may be a better thing not to do it through DVC at all?

 

[bwvBound]

I've read that quite a few people have rented their points out and paid cash for DCL as it works out more cost effective. So as you say, may be a better thing not to do it through DVC at all?

Right. Indeed, renting out and booking cash provides the best rates overall. My cruise is for next month (booking it ~32 days from travel) ... not enough time to rent the points, etc. I figured it was just a small investment of points (97) ... unfortunately, I chose the wrong play. I should have not involved points and simply booked it as a cash reservation through the travel agent.

 

[onestitchloose]

Argh

 

[disneynutz]

DVC playing middle man IMO has always been a problem. DVC reservations, room requests, DME, we have had issues with them all. We always do a second contact to verify that the first CM did their job.

Bill

 

[bwvBound]

Finally got it all straightened out ... but oh, my, the added stress and time of working between the two departments. Simply put: Avoid booking DCL through DVC.

Yeah, yeah -- I know I'm preaching to the choir: Use DVC points for DVC resort stays ... cash for the other stuff. Right.

 

[gzmtlock]

So sorry you had that experience! Thanks for sharing - maybe it will help someone else remember to Just Don't Do It!

 

[rwcmath]

97 points was the cost for what?

Years ago I used 120 points for a 3 night DCL cruise. It was worth it, and no issues. Also, know that "issues" can happen with anyone, and in the end, you have been resolved.

Enjoy your cruise!

RWC

 

[bwvBound]

97 points was the cost for what?

Years ago I used 120 points for a 3 night DCL cruise. It was worth it, and no issues. Also, know that "issues" can happen with anyone, and in the end, you have been resolved.

Enjoy your cruise!

RWC

3-night Dream for the 1st passenger in Cat 5B; 2nd passenger was cash. The cash rate for the 2nd passenger was where the savings were found -- the final combined costs were below the "best" rate/OBC quoted from a host of travel agents.

As for "issues" -- I think they were intentional, a form of deception. Just my take -- but that is where I started getting very frustrated. It seemed, to me, that Disney's Customer Service policy is "just get the customer off the phone; tell them whatever they want to hear; smile while you say it; don't worry for the consequences."

 

[CarolMN]

....(snip).........As for "issues" -- I think they were intentional, a form of deception. Just my take -- but that is where I started getting very frustrated. It seemed, to me, that Disney's Customer Service policy is "just get the customer off the phone; tell them whatever they want to hear; smile while you say it; don't worry for the consequences."

Sounds like it's time to write to Member Satisfaction. If you haven't already, I hope you can find the time to do so.

Sorry for your bad experience. Hope the cruise itself makes you forget all about the trouble you had booking it.

 

[Judique]

Well BWBound I have nothing to add other than ENJOY that cruise!

 

[bwvBound]

Well BWBound I have nothing to add other than ENJOY that cruise!

Sounds like it's time to write to Member Satisfaction. If you haven't already, I hope you can find the time to do so.
Sorry for your bad experience. Hope the cruise itself makes you forget all about the trouble you had booking it.

Thank you, both. If I weren't completely buried under mounds of paperwork right now, I'd think about that note to Member Satisfaction. As it is ... I gotta get through the paperwork ... before I drown.

I cleared my head yesterday by taking a mid-day break with my horses. Good outdoor playtime; much laughter. Much needed!

 

[southerngirl528]

So sorry to hear about the foibles with your DCL rez, BWVBound. Though I know it is severely frowned upon, over the 20 plus years I've been a member, I have booked quite a number of cruises with my points. And I truly have had absolutely no issues at all. I know what a headache stuff like you've been dealing with can be though.

I booked a zillion cruises for members many years ago when I worked MS and at that time we actually would call over to group sales to have them book for us. From everything I hear from friends/acquainances I know that still work there, the booking MS does for cruises is directly into the DCL system. They no longer have to call and I've heard the access is live. It is entirely possible you got someone new to the cruise queue and maybe they just made some errors. Who knows? Again, sorry about your troubles but please enjoy the cruise!! And give those sweet horses a nice hug for me! Love those critters….

 

[bumbershoot]

I should have not involved points and simply booked it as a cash reservation through the travel agent.

In this case, DVC is the travel agent. So you're likely not encountering any issues that you wouldn't have encountered using a TA. Try seeing a room open up when your TA is closed! Not a lot of sleep over the course of that night...

 

[Dean]

The Lesson: A DCL cruise booked through DVC can only be modified by DVC. Problems that come from this arrangement:

• DVC Member Services opens a full hour later than the DCL desk. Particularly problematic if you are trying to snag the last remaining "non-connecting cabin" that became available to DCL at 8a ET!
• Every action taken by the DVC Member Services rep is done by "relay" to and through the DCL desk. This presents multiple opportunities for miscommunication, mistakes, longer hold times for the customer, etc.

My reservation process has been a nightmare thanks to mistakes created by the DVC side. Never again!

I've preached it for years, you've seen me do so. There are many reasons it's simply a bad idea even if the numbers work out. As a rule it's both much more expensive and much more risky. The exception is for short notice only when the numbers work at the time and if you'd book at that price anyway.

 

[bwvBound]

In this case, DVC is the travel agent. So you're likely not encountering any issues that you wouldn't have encountered using a TA. Try seeing a room open up when your TA is closed! Not a lot of sleep over the course of that night...

Yeah, but the "cash reservation" TA who placed my first reservation (a 24hr hold) with was working directly with the DCL booking system. The DVC agent was phoning through a DCL-counterpart as a relay. The DVC person put me on multiple holds while she phoned DCL. The cash TA was both friendly and knowledgeable. She was also consistantly "working for my business." The DVC agent assumed I was a captive market and covered up a sloppy mistake.

I've preached it for years, you've seen me do so. There are many reasons it's simply a bad idea even if the numbers work out. As a rule it's both much more expensive and much more risky. The exception is for short notice only when the numbers work at the time and if you'd book at that price anyway.

Yes, yes, yes. No argument.

 

[Donna M]

I'm sorry to hear what happened to you. We have cruised 3 times using our points and never ran into a problem going through DVC.

 

[Dean]

I'm sorry to hear what happened to you. We have cruised 3 times using our points and never ran into a problem going through DVC.

There was a report a 2-3 yrs ago from someone who had to cancel and couldn't use the points. There were options but not that worked for them. They lost all their points.

 

[southerngirl528]

There was a report a 2-3 yrs ago from someone who had to cancel and couldn't use the points. There were options but not that worked for them. They lost all their points.

I do not understand this at all. IF they cancelled outside of penalty where they didn't truly "lose" points, their points spent on DCL would all be converted to be able to be used ONLY at things like Disney Hotels, another Disney cruise, Concierge Collection, etc. Unless they cancelled super late in their use year I see no reason why they should have lost their points. (again qualifier: IF they cancelled outside of any penalty period. Just like booking cash w/DCL there are penalty periods as sail date approaches where one can lose $$ if they cancel)

I see no reason the person could not have booked something and perhaps rented it out or donated it and considered the gift a tax write-off.

 

[bwvBound]

So sorry to hear about the foibles with your DCL rez, BWVBound. Though I know it is severely frowned upon, over the 20 plus years I've been a member, I have booked quite a number of cruises with my points. And I truly have had absolutely no issues at all. I know what a headache stuff like you've been dealing with can be though.

I booked a zillion cruises for members many years ago when I worked MS and at that time we actually would call over to group sales to have them book for us. From everything I hear from friends/acquainances I know that still work there, the booking MS does for cruises is directly into the DCL system. They no longer have to call and I've heard the access is live. It is entirely possible you got someone new to the cruise queue and maybe they just made some errors. Who knows? Again, sorry about your troubles but please enjoy the cruise!! And give those sweet horses a nice hug for me! Love those critters….

Thank you. I'm glad to learn it isn't normally this way ...

Horses, especially Reggie, said to thank you for the hug.