Locked reservation "glitch"

[LSchrow]

We have 4 Memberships. A reservation under one of the Membrrships (a resale) is locked - it cannot be modified or canceled, even by Member Services. None of the other Memberships are having issues. I don't wish to cancel or modify our earlier reservations under that Membership to test, for fear of losing them.
We have had the situation escalated twice, & still it hasn't been resolved after a week plus.
I'm getting beyond frustrated, especially since we couldn't modify, we lost the reservation for our son's honeymoon.
Has anyone heard of such a "glitch" or have any insight?

 

[Sandisw]

Never heard of a reservation being locked. The contracts used, yes, but only that.

 

[LSchrow]

Never heard of a reservation being locked. The contracts used, yes, but only that.

We assume it's the reservation, only because I refuse to test it by modifying or canceling my other reservations. Either way, it's incredibly frustrating that no one has any answer except that "it must be a glitch" ☹

 

[Sandisw]

We assume it's the reservation, only because I refuse to test it by modifying or canceling my other reservations. Either way, it's incredibly frustrating that no one has any answer except that "it must be a glitch" ☹

It is not an Aulani or VGC reservation is it? Sometimes, you have to modify, add in your email address again, save it, and then it will allow a cancel? I might try that!

 

[KAT4DISNEY]

When you state it can't be modified or cancelled do you mean that the options aren't available at all or just that it errors out? I don't believe I've had what you are experiencing but not 100% understanding where the issue is happening for you. Where the reservation is and if it was made as 11 month or 7 month booking would be helpful info too.

 

[Dizzydizney]

And just a thought....are your dues up to date? Have you changed banks recently or anything like that? It’s really odd.

 

[bumbershoot]

It is not an Aulani or VGC reservation is it? Sometimes, you have to modify, add in your email address again, save it, and then it will allow a cancel? I might try that!

The old "jiggling the handle" trick for Disney IT...

 

[LSchrow]

It is not an Aulani or VGC reservation is it? Sometimes, you have to modify, add in your email address again, save it, and then it will allow a cancel? I might try that!

When you state it can't be modified or cancelled do you mean that the options aren't available at all or just that it errors out? I don't believe I've had what you are experiencing but not 100% understanding where the issue is happening for you. Where the reservation is and if it was made as 11 month or 7 month booking would be helpful info too.

It is a BWV Studio, BW View, made at 11 months. One of 2 things happens if I or Member Services try to modify or cancel the reservation: either the calendar to modify is blank for the entire month (no dates or points shown for all of Oct 2022), or it goes to the dwarfs once valid dates are selected. Multiple people from Member Services have experienced the exact thing when they try to do anything to the reservation on their end.
We've been Owner's for over 20 years, & have owned this particular contract about 8 years. Our dues have always been paid on time.
Like said, it's only this particular Membership (there is only one contract in it). MS keeps saying they don't understand how it could be happening, & that it must be some weird glitch, but the bottom line is that there still isn't any resolution.....UGH!

 

[Sandisw]

It is a BWV Studio, BW View, made at 11 months. One of 2 things happens if I or Member Services try to modify or cancel the reservation: either the calendar to modify is blank for the entire month (no dates or points shown for all of Oct 2022), or it goes to the dwarfs once valid dates are selected. Multiple people from Member Services have experienced the exact thing when they try to do anything to the reservation on their end.
We've been Owner's for over 20 years, & have owned this particular contract about 8 years. Our dues have always been paid on time.
Like said, it's only this particular Membership (there is only one contract in it). MS keeps saying they don't understand how it could be happening, & that it must be some weird glitch, but the bottom line is that there still isn't any resolution.....UGH!

Okay, yeah, a gremlin is in that contract right now because that is just way too weird!!!

 

[bluecruiser]

Just how long does Member Services expect you to just accept that it's a glitch and there's nothing that can be done about it? It's clear the problem lies on their side, not yours. As it's affecting other reservations you want to make, I think DVC needs to step up ASAP and do whatever it takes to "make it right" for you.

 

[eMoneyBug]

I could not book on a resale Aulani contract after getting a 2021 and 2022 transfer in from another owner, took them 2.5 weeks before I could book again online. They couldn’t book on phone either. Totally diff issue but 2.5 weeks to resolve and about 5 calls to hound them

 

[KAT4DISNEY]

It is a BWV Studio, BW View, made at 11 months. One of 2 things happens if I or Member Services try to modify or cancel the reservation: either the calendar to modify is blank for the entire month (no dates or points shown for all of Oct 2022), or it goes to the dwarfs once valid dates are selected. Multiple people from Member Services have experienced the exact thing when they try to do anything to the reservation on their end.
We've been Owner's for over 20 years, & have owned this particular contract about 8 years. Our dues have always been paid on time.
Like said, it's only this particular Membership (there is only one contract in it). MS keeps saying they don't understand how it could be happening, & that it must be some weird glitch, but the bottom line is that there still isn't any resolution.....UGH!

That is a crazy Gremlin since it isn't even the same every time. I wonder if they should even go back to the beginning and set it up in a new membership for you? Since it's only 1 contract it wouldn't seem like it would be that difficult.

 

[Cyberc1978]

Sometimes when I have experienced odd things to my reservations or memberships I have called and Member Services have called their "Support Team" and they have been able to hold my room (dates, resort and room type) while working on my problem.

Maybe they can do the same for you? - just ask Member services to talk to their "support team" and tell them that they can cancel your reservation IF and only IF they can hold your room so there aren't any risks.

 

[LSchrow]

Sometimes when I have experienced odd things to my reservations or memberships I have called and Member Services have called their "Support Team" and they have been able to hold my room (dates, resort and room type) while working on my problem.

Maybe they can do the same for you? - just ask Member services to talk to their "support team" and tell them that they can cancel your reservation IF and only IF they can hold your room so there aren't any risks.

Unfortunately, the dates passed as MS & the escalation team went back & forth.
It took 8 days and many, many hours of calling while on vacation, going to the Member Lounge, multiple empty promises of return calls, before i finally had enough. They were eventually able to get the Tech Team to at least cancel the reservation so the points were released (hopefully, I'll be able to pick up the dates eventually).
It was even more frustrating that the escalation team insisted that it was my fault, saying that I, and any one who has ever walked a reservation, simply "got lucky" when walking worked. According to them, the "glitch" is actually that walking ever works, as the system does not support it.
Sorry, but a glitch is usually an extremely rare occurrence when something does NOT work, not the many times it does

 

[shaunacb]

I have the same "glitch"! It is a VGC reservation, and yes I have tried re-adding my email multiple times (as I already knew about that issue and had it in the past). Two calls to MS, both MS CMs also unable to modify my reservation to combine two dates and modify to use up banked points. Both escalated to their technical support team while I was on the line, who both ALSO couldn't touch the reservation. Hung up and told me they would put it in the queue to be fixed. It has been weeks... I might just try to cancel it because our plans are up in the air. It is weird. I am glad to know I am not the only one!

 

[n2mm]

I have a glitch reservation. A CM and her supervisor both tried to get into it to modify it and it couldn’t be done. this is a 1 night reservation made within the 7 month window. No walking involved. I had 4 banked points I want to reallocate into this reservation so I could get my banking done next week. The supervisor just moved them into 2022 because of the problem. She actually said the 4 points were previously borrowed, not banked, so she unborrowed them. both were very frustrated that they couldn’t modify this one night reservation.

 

[LisaDKG]

I've had a locked reservation that used VGC points too. It's also my resale contract. I was told that "it was locked NOT because it was resale (a reason that I had offered as an off chance, weird Disney IT possibility to the CM helping me) but because IF it wasn't locked and restricted, I would be free to use the points to alter my reservation for WDW resorts and that wouldn't be fair right?" WHAT? I thanked that gentleman kindly, left a low score on the knowledgeability portion of the phone survey and called back later. I can't remember what I did then with the reservation as I seem to change things around on the daily.

 

[KAT4DISNEY]

I've had a locked reservation that used VGC points too. It's also my resale contract. I was told that "it was locked NOT because it was resale (a reason that I had offered as an off chance, weird Disney IT possibility to the CM helping me) but because IF it wasn't locked and restricted, I would be free to use the points to alter my reservation for WDW resorts and that wouldn't be fair right?" WHAT? I thanked that gentleman kindly, left a low score on the knowledgeability portion of the phone survey and called back later. I can't remember what I did then with the reservation as I seem to change things around on the daily.

Ridiculous. Basic DVC training should have them knowing that the points can be used anywhere except Riviera.

What I've noticed is that when using modify and searching on availability that it won't let me select VGC. And I own there! Since I've been looking WDW reservation to modify to WDW I haven't written in about it but it's becoming obvious there's a lot systemically wrong with the system beyond glitch.