Long Waits MS Phone Lines Everyday

[castleri]

Quote:
She claimed MS told her it would be a good idea. I highly doubt that for a couple of reasons, 1) there is no need to book SSR day by day at 11 months and 2) I couldn't imagine anyone at MS encouraging this type of behavior. I call MS about 4 times a year for trips. Thanks for the post, you couldn't be more on the money.

I don't know about anyone else but I can verify that MS does say this. I called on Jan 25 to book OKW 2BR and Studio for Dec 24 and at that time asked if I should just wait until the 30th to call back and complete the ressie. The answer was "you will be better off calling every day for this week of dates". I was never able to get past a fast busy signal on Friday so ended up finishing the reservation on Monday afternoon. I probably could have waited until next month since it is OKW but didn't want to take a chance with a reservation that is very important to some of my family members. Some days I had no wait and some it was a few minutes- One day I did hang up and call back but that was because I was at work and someone came into my office. Actually I was disappointed that I didn't get at least a couple of minutes of music each time I called-it would have provided a nice Disney fix in an otherwise overcast rainy day. I hope everyone gets their reservations and has great trips.

 

[susieh]

We have to book our flights 11 months out and it costs a fortune to change those so I always book the accommodation day by day just to be sure I can line them up. The exception to this is when I am booking flights in an off season and I know there wont be a problem getting a seat. On those occasions I call MS to book the accommodation in one go and then call the airline or book via the travel agent.

UK members have different concerns re travel to those who can drive or have many options for flights.

 

[MdmMim]

Perhaps those who rent from members who call to double check their ressies add to the number of phone calls to MS.

 

[simpilotswife]

The nature of the way the DVC reservation system works is what drives the day-by-day calling. The only way to change that is to change the rules for reservations. The question is how do you change them so it is fair for everyone competing for that same time period?

Yes it is a problem if you can't get through or have long wait times but if you know that calling at about 2 minutes till 9 and then listening to the phone menu for the next 2 minutes will get you on the phone with MS at 9:00 then that is half the battle.

We recently switched over a reservation from BWV to BCV at the 7 month mark and I was on the phone everyday. BCV is not an easy resort to book into so I did what I needed to do.

I also want to say that I agree with the poster that said a lot of time is wasted confirming address and phone #. It's inefficient to ask people for that information if they have spoken to someone earlier in the week.

 

[sheryl0521]

I have noticed I wait longer if I use the 800 number, when I use the 407 number, I get connected much faster.

Kim

agree - that is what I do too.

 

[jpmom]

I have called at 9:01 the past 7 mornings. It was the only way I could assure I'd get Dec 23 to Jan 1 of next year in a 1 bedroom standard view. I waited the most 5 minutes each day at that time. More time was wasted checking home address , phone # ect, each day. I can undersand if you're only calling every few months but they once I gave my member ID # they knew exactly why I was calling. Did they really think I was going to move overnight?

I did the same thing for a 2-BR lock-off at VWL for December 26-January 3.
Called right at 9:00 -- did not wait at all.
This is the only time in the 3 years we have owned that I called day to day. All of our past trips have been during non-peak times. I've been waitlisted several times and I have always gotten what I wanted.

However, I agree with you, Mary Ann -- if you want something special, you need to call at your 11 month window and do it day by day.

 

[huskermouse]

Ok, I have to ask a "newbie" question - what is day-to-day reservations, and what is the purpose of it?

Love the DIS!!

 

[Cindi0511]

Ok, I have to ask a "newbie" question - what is day-to-day reservations, and what is the purpose of it?

Love the DIS!!

Say you want to book three nights. You call exactly 11 months to the day when you want to check in, but since the next two nights are outside the 11-month window, you have to call the next day to add your second night and the following day to add your third and final night. Hope it helps!

 

[MagicalFun]

You do need to call day by day at the 11 month window at 9:00 am if you are going at a busy time, especially if you want BWV-Boardwalk View. I called at 10:10 and they were booked up for NYE already. I thought it wouldn't be a problem, but I was wrong I needed to call at 9:00 that morning. Next time, I will know!

 

[PamOKW]

The beginning of the year is always tough getting through -- you've got people making their reservations for next Christmas/NYE. You've got people who mapped out their plans over the holidays when the family was together and are booking. And, you've got people calling to ask questions about their dues. Things should start settling down again soon. I had no problem getting through in the mid-to-late afternoon last week.

 

[Cruelladeville]

Daitcher, I agree with you that these boards just make people hyperactive about their reservations. Yes, certainly, a once-in-a-lifetime vacation means you are calling every day at the 11 month window. Life is too short, though, to hyperventilate every time you have to wait a minute or two to talk to MS.

I called on Wednesday afternoon, and was connected to a CM right away. She had Boardwalk view in a 2 bedroom for Dec 23-Jan2, but I could have gotten a 2 bedroom anywhere(if I had had points there). The CM and I "shot the bull" for about 10 minutes, because she said that she would rather talk than sit around waiting for someone to call. She said most of the other CM's were just sitting around, and that it was always that way in the afternoon. If you don't like waiting, try calling later in the day.

 

[JCW]

MS also suggested to me to call day by day. I needed 2 studios at BCV (home resort, calling at 11 months) in May. The first day I called was to book the first 3 or 4 days. Then I was going to call back one other day to book the remainder. I asked about day-by-day calling, was it really necessary (because this is tough for me since I have to call from work) and the CM said " it's a good idea to do this". So the CM's ARE encouraging this, maybe only during peak times (May is the F&G festival at Epcot and we were booking an Epcot resort) but still encouraging it, non the less. Though I don't think I waited any longer than 10 minutes each time I called.

Even if not going peak time, unless my dates are flexible, I will probably only ever book day-by-day. It gives me the peace of mind to know my ressies are complete and I am not waitlisted.

So with the increased number of members and the day-by-day calling, call wait times are naturally going to increase, unless MS increases the number of CM's (but then we will see an increase in our dues).

 

[sheryl0521]

MS also suggested to me to call day by day. I needed 2 studios at BCV (home resort, calling at 11 months) in May. .... So with the increased number of members and the day-by-day calling, call wait times are naturally going to increase, unless MS increases the number of CM's (but then we will see an increase in our dues).

That is interesting because I never saw May as being a busy enough time to call day by day, but I guess with members reaching 95K+ it is becoming a necessity.