Member Services messed up my Honeymoon Ressies

[TifffanyD]

So I booked BWV with a Boardwalk view from Jan 18-Jan 22. I had wanted a standard but none were available. A couple of weeks ago I called back to check on the standard and still none available, but the guy at member services put me on the wait list for one... or so I thought. Fast forward to Tuesday and I look at my ressie and see I've been changed to Garden/Pool view. Ugh! Call up member services and all they can tell me is that I was waitlisted for Garden/Pool view and there is no availability for boardwalk or standard views.

I insisted that when I called I asked to be put on the list for standard and NOT pool view. I even told the agent that I specifically mentioned wanting to save on points when I was asking for the waitlist. She didn't offer any way to help me so I had to ask myself if the call could be researched. Finally she obliged and said a supervisor would call me back.

2 days later (Thursday) a supervisor calls me to make sure I know that standard view is parking lot and nothing great. I think she thought I was confused on this whole thing but I was definitely not! So now she is supposed to be researching it further and waiting for an answer from her manager on this matter. Is there an hope that this can be fixed by them??? They have to have some leniency with what they can do... especially when it was their error. I'm not *mad* yet because I am giving them an opportunity to fix their mistake but I am really worried about this.

Has anyone else had a screwed up reservation fixed? What can they do for me? Thanks

 

[calypso*a*go-go]

It's something I've never experienced first-hand but just wanted to wish you well with getting it resolved to your satisfaction. Good luck and congratulations on your upcoming nuptials!

 

[TifffanyD]

It's something I've never experienced first-hand but just wanted to wish you well with getting it resolved to your satisfaction. Good luck and congratulations on your upcoming nuptials!

Thanks Calypso! BTW I think I heard you on the podcast a few weeks ago, right?

 

[calypso*a*go-go]

Yep, that was me! I'm a repeat offender...LOL

 

[DebbieB]

About all they can do is put you on the top of the waitlist for boardwalk or standard. They will not bump someone else out of their room.

 

[CarolAnnC]

Since Martin Luther King Day is Monday January 19, I fear you will not be obtaining a Standard View at this late date.

I believe calls with MS are all recorded, so perhaps they are researching to play back your phone tape after which time you may have some leverage to reinstate your BWV view?

Good luck and let us know how it all turns out.

 

[TifffanyD]

About all they can do is put you on the top of the waitlist for boardwalk or standard. They will not bump someone else out of their room.

I realize they can't bump someone else but I would think that they can do *something* to make it not such a mistake. I'm sure Disney is allowed to think outside the box? I'm not sure what they would do but I'm super bummed about it and doublethinking my purchase

 

[TifffanyD]

Since Martin Luther King Day is Monday January 19, I fear you will not be obtaining a Standard View at this late date.

I believe calls with MS are all recorded, so perhaps they are researching to play back your phone tape after which time you may have some leverage to reinstate your BWV view?

Good luck and let us know how it all turns out.

Thanks, Carol! That's what I'm hoping. Not sure if they can even do that but I can hope.

 

[Chuck S]

I realize they can't bump someone else but I would think that they can do *something* to make it not such a mistake. I'm sure Disney is allowed to think outside the box? I'm not sure what they would do but I'm super bummed about it and doublethinking my purchase

It depends upon what you mean by "something." They can't bump other confirmed guests, and they can't make a room appear out of thin air, even with Disney magic.

What they may be able to do, if after research they find it was indeed their error, is refund the difference in points for you, and that certainly seems reasonable. Maybe throw in a meal. I hope that it turns out OK for you.

DVC is fairly limited in what they can and can not do as opposed to standard Disney cash reservations, as the related expenses are paid for by everyone dues. What size unit were you getting?

 

[TifffanyD]

What they may be able to do, if after research they find it was indeed their error, is refund the difference in points for you, and that certainly seems reasonable.

That's what I was thinking would be reasonable as well but I know their inventory is locked with # of points so not sure if that is even possible. I wonder if that's ever been done. Guess I'll just have to wait and see

I was just getting a studio... just the 2 of us so we don't need huge space.

 

[Disney_Daddy]

Why can't the waitlist requests be shown on the website? Sounds like an easy thing to do. Here's why:

I called a couple of weeks ago concerned about the noise at AKV in September. I asked to be waitlisted for BCV. I knew it wouldn't happen, but worth a try. At the same time I made a reservation for December at SSR. We preferred VWL but it was booked. So I waitlisted.

Checked the website last week and our AKV stay was changed to VWL. Huh? Well we decided that it was an okay change so didn't bother trying to argue.

Anyway...back to the OP's situation. I would suggest emailing dvcmembersatisfactionteam@disneyvacationclub.com. The only time I had a really big issue, they were able to resolve quickly. Even if you've tried calling MS, you can still email the satisfaction team and they will work with you.

 

[rigsby25]

I reserved a HA grand villa at my home resort, OKW. I got a guaranteed confirmation, and 3 days before our vacation, someone from DVC called to let us know we had been 'UPGRADED' to SSR. I was so furious. They originally talked to my husband, so when I called them to rant, rave, scream, whatever, I found out there had been a mistake and the HA GV had two Guaranteed reservations on it. They would not bump the other guests. We were so disappointed. We had reserved a studio for the Saturday, the grand villa Sunday through Thursday, and then another studio on Friday. To kind of "make up" for the mistake, they let us have 1 br instead of studios, and they sent us a nice basket of goodies at our SSR resort. Stuff happens. I got the feeling if they could have conjured up another grand villa overnight, they would have done it.

 

[chicagodisfan]

This hasn't happened to us because we are waiting to close and are not DVC members yet, but I know I read a thread on the boards a short time back about someone who booked a GV at OKW and got switched to a 2 bedroom without asking. When she called member services to complain they said that she requested it. Anyway, member services listened to the tape of the call and called her back, said it was their mistake and gave her the GV back. Of course, there must have been a GV to give her but it does happen that they correct themselves, so don't lose hope! Good luck!

 

[JimMIA]

This type of screwup is precisely why we don't use the waitlist at all. Under the previous system, they would have called you to be sure you were getting what you wanted...and to be sure you still wanted it.

With the new "streamlined" system, they cancel your good reservation, give you a major downgrade (for the same points) and don't do anything you wanted them to do.

Other posters have had their entire base ressie canceled when one additional night came through on waitlist. It's a rotten system.

And -- unless you are lucky -- it may not get fixed.

The only good thing about the new "streamlined" system is it makes things easier for MS. It does NOTHING for DVC owners.

Good luck, and have a great Honeymoon anyway!

 

[TifffanyD]

Thanks all. I am going to give through monday for the supervisor to call me back again and if that doesn't happen I will try the email address posted above. I already tried the "contact us" on the dvcmember.com site, when the sup took awhile to respond the first time. I'll post back and let you all know what happens (if anything). I have the worst luck so I am not surprised something like this happened, even though I checked and double checked it. Oh well

 

[Laxmom]

Subscribing. Hope it all turns out for you!

 

[daveval142]

Our very first DVC reservation ended up cancelled (I'm guessing because of a wait list mix up). We were at BWV starting out in a standard 1BR then moving to a preferred 1BR for when when friends joined us. Anyway, when I found out our reservation had been cancelled, and there were no 1BR available I sent copies of all my e-mails detailing reservation, waitlist etc. About a week later I received a 'phone call, an apology that they had made a mistake and the original reservation was reinstated. Don't know how they did it since all rooms supposedly booked. Maybe they used Cash inventory. I was even able to unborrow some points I had used when I made a back up reservation that used more points than the original.
Hope it all works out for you.

 

[TifffanyD]

Not much of an update, but on Monday I finally did send an email to the dvc satisfaction team. No reply from them yet, nor from the email I sent via the contact me on the dvc site. Also haven't heard back from the supervisor who said she'd call back (it's been over a week on that one - common sense would say that even if she had no news she'd call just to let me know she's still working on it). Seems like dvc has the same quality of customer service I get from every other company. I had such high hopes from what I heard but now I am regretting the decision to buy even more.

 

[calypso*a*go-go]

Not much of an update, but on Monday I finally did send an email to the dvc satisfaction team. No reply from them yet, nor from the email I sent via the contact me on the dvc site. Also haven't heard back from the supervisor who said she'd call back (it's been over a week on that one - common sense would say that even if she had no news she'd call just to let me know she's still working on it). Seems like dvc has the same quality of customer service I get from every other company. I had such high hopes from what I heard but now I am regretting the decision to buy even more.

Maybe there's been a delay because they're still mulling over what they can do for you. I hope you hear something soon!

 

[Laxmom]

If you don't hear from them by Monday, I would call again and go higher up the chain. I don't normally throw hissy fits but this one calls for it!