Member Services Lost Reservation

[SharonS]

Back in January, I booked my trip for October/Nov at Boardwalk. Since I was not right at the 11 month window, I had to book a combination of boardwalk view and preferred, and waitlist. I recently called to cancel a few of the dates, and as we were reviewing the final reservation, the agent stated that I was 'missing' the night of Oct 25th. She said there was a waitlist for a boardwalk view, but no actual reservation. I have my confirmation with checkin Oct 24 and checkout Oct 26 in a preferred view. I spoke with a manager, and she claims that they can't see where any modifications were made to the reservation number, and that it only has the night of Oct 24th. Now, they are supposedly giving 'priority' on the waitlist. Since I have proof of the original reservation, and they are stating that 'no changes' were made to it, but they don't have all the dates, I feel that they need to find me a room, even if they have to go and get a room released from the 'cash' inventory. I know they have the power to do this in certain situations. Any advice?

 

[rie'smom]

If you have a confirmation letter,call MS and tell them that you're faxing a copy. It seems like they would accommodate you as long as you have proof.
Also,check your points to see if they'bve been allocated for your reservation.

 

[MinnieGirl33]

Does the member site points page match your confirmation?

 

[Dean]

Unless you have something more than just your word against theirs, I doubt you have much of a case. Do you have a confirmation that matches the dates you thought you had made? But if no rooms are truly available, they're doing what they can anyway. The one thing I'm not sure about is whether they record these calls. If they do consistently, they should be able to go back and listen to the tape and even generate a transcript or arrange for you to hear it if necessary. Good luck, I hope it works out.

 

[SharonS]

Yes, I have the confirmation with the dates of Oct 24 thru Oct 26. The online system, as well as what Disney says they have is Oct 24 thru Oct 25. I have already faxed them my confirmation. Seems to me that they are obligated to come up with a room for me since I have a confirmation in hand with the associated dates, and they are claiming there were 'no changes' made to the reservation. They seem pretty unconcerned in getting this issue resolved. Any ideas of what my next step should be?

 

[Dean]

Yes, I have the confirmation with the dates of Oct 24 thru Oct 26. The online system, as well as what Disney says they have is Oct 24 thru Oct 25. I have already faxed them my confirmation. Seems to me that they are obligated to come up with a room for me since I have a confirmation in hand with the associated dates, and they are claiming there were 'no changes' made to the reservation. They seem pretty unconcerned in getting this issue resolved. Any ideas of what my next step should be?

If you have a confirmation in hand then I'd say they'll get it worked out. You need to take it up the ladder to a supervisor and ultimately to the top level if need be. My experience with DVC with something that is at all their fault is that they are really good at making things right, we'll see in this situation. However, they can't give you what they don't have. Let us know what happens.