Member Services Lost My Reservation - Frustration Rant

[Sandisw]

OP.. one thing I would do is go to the points activity statement to show the last modification you made on your own and print that out. At least then you have that.

I am sorry things happened and that there was no record as there should be just like calls are monitored

Hope something happens and they help you out in some way.

 

[D-Trick]

Say what you want about walking, Disney IT, or the website, but modifying an existing reservation THAT many times is surely bound to generate a back end data file so massive that it crashes the system and gets the 7 dwarves. I'm surprised it lived for as long as it did.

Not an IT professional btw.

Ironic because I assume there are data logs to all the modifications, but Disney chat can't find a record of the past convo.

I hope DVC can refund the OP the added point difference.

 

[TraderStitch]

Say what you want about walking, Disney IT, or the website, but modifying an existing reservation THAT many times is surely bound to generate a back end data file so massive that it crashes the system and gets the 7 dwarves. I'm surprised it lived for as long as it did.

Not an IT professional btw.

Ironic because I assume there are data logs to all the modifications, but Disney chat can't find a record of the past convo.

I hope DVC can refund the OP the added point difference.

I'm an IT professional and I couldn't tell you what DB they use to track the changes. Like you said tho, depending how the data is compiled on the back end, they could have a limit on the log and it gets flushed once it reaches a certain size... which could have been what happened in this case.

I can see it keeping a record of 5 -10 changes per reservation but something that long could take up space that isn't originally allotted for in the system. I'm sure the data is backed up somewhere but DVD IT probably won't go digging for it. Much easier to just say oops you gotta start over.

 

[Brian Noble]

I'm a CS professor. If it was designed with a small hard upper limit on the number of changes, I sincerely hope that the person who designed it was not one of my students. This isn't that difficult to do entirely dynamically---meaning it can grow as big as it needs to. Each change is maybe a 3-4 KB worth of data, worst case. My laptop can hold more than four years worth of those changes on its disk if one happens every single second, 24 hours a day, seven days a week, without ever running out of space.

Now put that in a data center, and it's just not a problem.

 

[TraderStitch]

I'm a CS professor. If it was designed with a small hard upper limit on the number of changes, I sincerely hope that the person who designed it was not one of my students. This isn't that difficult to do entirely dynamically---meaning it can grow as big as it needs to. Each change is maybe a 3-4 KB worth of data, worst case. My laptop can hold more than four years worth of those changes on its disk if one happens every single second, 24 hours a day, seven days a week, without ever running out of space.

Now put that in a data center, and it's just not a problem.

You sir are assuming Disney took the time to plan this out accordingly. LoL

 

[badeacon]

OP.. one thing I would do is go to the points activity statement to show the last modification you made on your own and print that out. At least then you have that.

I am sorry things happened and that there was no record as there should be just like calls are monitored

Hope something happens and they help you out in some way.

If the OP is like me, the points activity statement is unavailable and has been for several days. Wonderful IT !

Maybe Disney made the statements unavailable to cover up the mistake they made on the OP

 

[ScubaCat]

I'm an IT professional

I'm a CS professor

I'm a systems/network engineer, splunk, firewall, and F5 specialist, disney technology user (when it works), shade tree auto mechanic, spouse of a hair stylist, designated family travel agent, and stormalong bay umbrella table saver.

Years ago (when they didn't have any online modification available with the old web site) I called to add a couple of people on to a 2BR reservation over Thanksgiving. Months later I was checking points and realized the CM inexplicably moved the booking to the prior week! It took some time on the phone but ultimately a manager worked with someone to track down the original booking, followed by the mistake, and ultimately somehow found a room for the original week and fixed the reservation. IIRC we had to settle for a lock off 2BR instead of dedicated (no problem to us), but other than that everything worked out fine. Point is, call and stay on it - they should be able to get this resolved somehow.

 

[peabody58]

My vacation points strategy is always "Plan for the worst, hope for the best." Having the 11 month option of the coveted Standard views at BLT and BWV, I have so far been 85% successful with getting my first choice. Sometimes I have to be patient and move my dates around a little, but so far so good. And then at 7 months I am often sleeping around with my BLT points anyways. Sorry (not sorry) but my precious BWV points are only for BWV standard!!

 

[Sandisw]

If the OP is like me, the points activity statement is unavailable and has been for several days. Wonderful IT !

Maybe Disney made the statements unavailable to cover up the mistake they made on the OP

Sorry for thst. Mine is there..

 

[kes601]

If the OP is like me, the points activity statement is unavailable and has been for several days. Wonderful IT !

Maybe Disney made the statements unavailable to cover up the mistake they made on the OP

I can only view my points activity on a desktop browser. iPad / iPhone doesn't seem to get it to load properly.

 

[badeacon]

My points activity statements are available now!!

 

[wishicouldgomoreofte]

OP, did you get any resolution? What happened?

 

[js]

OP, what happened yesterday? Did you call back and why did they make you wait until Tuesday?
I'm so so sorry this happened to you. You followed the rules and Disney messed up.

 

[Shelly F - Ohio]

I always copy and paste into Word the actual chat log so I have proof of what happened. Then if you get the 7 dwarfs I use incognito mode and it works everytime. Do you still have the email sent confirming your reservation? Or look on you DVC dashboard for the transaction in your point history. That will also have the confirmation number.

 

[DisneyStarWisher]

Last year, I called MS to ask a question about IF I cancelled an AKV value studio. I made it clear by stating several times I didn't want to cancel it at that time, but after a long hold, the CM came back on and said, "Well, I have it cancelled." I refused to get off the phone until they had it back for me. It took a long time, and I don't know how they did it, but they got it back. It is a sickening feeling to lose one of those!

ETA: And I ended up not having to cancel and was able to go on the trip.

 

[Cyberc1978]

How did it go for the OP?

Im in the same situation, I asked the CM on chat to change dates on my reservation and they did, but they also changed the room category, so I went from a standard view to a lake view. Now I'm on hold or wait to see if the CM can get my room back.

 

[PaulW08]

Hi all,

Sorry for the late reply. Eventually we ended up with the room category and dates needed. It took about a month and a half of me stalking the site and member services assisting.

We booked it again piece by piece in multiple reservations and then eventually combined them to one reservation.

Unsure what would have happened had we not gotten it, but I’m sure they would have figured out something as it wasn’t our fault. I will say that member services was very understanding of my frustrations and were very kind throughout the entire process of getting the room and dates back.

When it came down to seeing that the last day in between two reservations I needed was available to combine it and make it all whole again I got a weird booking error where I could book it individually but not modify my reservation to combine it. Against the advice of member services, I canceled the single day and it disappeared like it never existed. I think that made it go in like a “holding pattern” and when my wife called the next day they were able to book it and combine the reservations.

I think they were holding it for me on the backend or something.

Go figure I called 10+ times to check to see how it was going and my wife calls once and text me “It’s all done and taken care of” 5 mins later.

I should have just gotten her to call originally and it would have been taken care of months ago!

 

[sethschroeder]

isn't originally allotted for in the system

Essentially you sit down in the planning meeting for the DB add 100x the actual realistic need then laugh how you are planning way to much then the OP comes along and says "hold my beer" to destroy your carefully laid plans.

 

[Cyberc1978]

How did it go for the OP?

Im in the same situation, I asked the CM on chat to change dates on my reservation and they did, but they also changed the room category, so I went from a standard view to a lake view. Now I'm on hold or wait to see if the CM can get my room back.

After a 2 hours hold or wait on chat, the CM got a hold of their "support team" and they got me my room back. Without knowing for sure, I assume that my standard view went to a waitlist which hadn't been matched yet so they could just reclaim the dates.

 

[js]

After a 2 hours hold or wait on chat, the CM got a hold of their "support team" and they got me my room back. Without knowing for sure, I assume that my standard view went to a waitlist which hadn't been matched yet so they could just reclaim the dates.

I was hoping you would come back and update.
Thank goodness you were on top of your ressie and saw this happen and got them quickly.
Enjoy!