Member Services messed up points when combining reservations

[dismedvc]

I had a 3 night reservation using BLT points followed by a 1 night reservation for the same size/view unit the following night using BWV points. I emailed MS to combine the reservations. They replied 3 days later with an email that my reservations had been modified to combine them into one travel plan. However now all the points are shown to come from my BLT contract.
I need to be able to bank those BLT points that were available before MS did the modification to combine for next years planned reservation at BLT.
On hold with MS now. Frustrating that I now need to call and wait on hold. In retrospect I should have done that originally rather than contacting them by email, so I could see exactly what they were doing as they did it, but it never crossed my mind that when combining reservations they would take points from contracts that were different than the contracts from the reservations that were being combined.

ETA: MS was able to fix it on the phone, but still frustrating.
There was another thread three weeks ago about Reservations cancelled by MS when combining, so at least I did not have to go through that.

 

[CarolMN]

Sorry to hear about the error.. Glad it got fixed .

There seem to be several newer CMs working for MS these days, and it appears many of them are doing so remotely. It's definitely a good idea to check their work before you hang up if you can.

 

[Sandisw]

I do wonder if it was a case of them not overriding the system to choose current UY points from different contracts for the one trip.

We don’t have that ability on the website and it requires a call to MS to book that way as normally, it uses up all current UY points from whichever contract is chosen first.

So glad it was an easy fix!

 

[TomorrowlandOfYesterday]

So both reservations were made seven months or less and all were using BW points? Thats very concerning if they are just randomly selecting contracts. I guess any further emails I will specify how I want it done.

 

[linco711]

I had a 3 night reservation using BLT points followed by a 1 night reservation for the same size/view unit the following night using BWV points. I emailed MS to combine the reservations. They replied 3 days later with an email that my reservations had been modified to combine them into one travel plan. However now all the points are shown to come from my BLT contract.
I need to be able to bank those BLT points that were available before MS did the modification to combine for next years planned reservation at BLT.
On hold with MS now. Frustrating that I now need to call and wait on hold. In retrospect I should have done that originally rather than contacting them by email, so I could see exactly what they were doing as they did it, but it never crossed my mind that when combining reservations they would take points from contracts that were different than the contracts from the reservations that were being combined.

ETA: MS was able to fix it on the phone, but still frustrating.
There was another thread three weeks ago about Reservations cancelled by MS when combining, so at least I did not have to go through that.

It is frustrating to have longs waits at member services. I like to talk with a real person when making room requests or making changes to reservations. I’m hoping member services gets easier to reach soon. I have a few things I need to do.

 

[KAT4DISNEY]

That's been going on for awhile now. CM's just combine and let the system pull as it wishes or they change it to select the home resort if you own there. Calling in and specifically directing is about the only way to have it end up the same and even then some CM's struggle.

 

[nangosix]

I have found that even though the wait times have been frustrating lately, member services has been great to deal with…. Once getting an actual person!

 

[dismedvc]

So both reservations were made seven months or less and all were using BW points? Thats very concerning if they are just randomly selecting contracts. I guess any further emails I will specify how I want it done.

The 3 day reservation was made at 11 months using points from our BLT contract. The 1 day reservation was made at 7 months using points from our BWV contract (same membership). I assumed when they were combined the number of points taken from each contract would remain the same without me having to specify. I think KAT4DISNEYis correct on why the points were taken the way they were from the home resort contract.

That's been going on for awhile now. CM's just combine and let the system pull as it wishes or they change it to select the home resort if you own there. Calling in and specifically directing is about the only way to have it end up the same and even then some CM's struggle.

 

[TomorrowlandOfYesterday]

From what I understand, if there was a reservation made more than seven months out, they are not allowed to modify it and use non-home points. So when they combined it, they had To use BLT because I assume it kept the BLT res number and not the BW res number.

 

[Marionnette]

From what I understand, if there was a reservation made more than seven months out, they are not allowed to modify it and use non-home points. So when they combined it, they had To use BLT because I assume it kept the BLT res number and not the BW res number.

At 7 months anyone can easily modify an existing home resort reservation and use non-home resort points to add on nights. MS should have been able to combine the two reservations without changing the source of the points that the OP had used to make the reservations.

 

[TomorrowlandOfYesterday]

At 7 months anyone can easily modify an existing home resort reservation and use non-home resort points to add on nights. MS should have been able to combine the two reservations without changing the source of the points that the OP had used to make the reservations.

I’m going by what I’ve been told by MS in the past. They’ve told me they aren’t allowed to move non-home points into a reservation that was made using Home Resort Priority. I assume that’s what they did in this case, too.

 

[Marionnette]

I’m going by what I’ve been told by MS in the past. They’ve told me they aren’t allowed to move non-home points into a reservation that was made using Home Resort Priority. I assume that’s what they did in this case, too.

That would be true if the OP wanted to swap non-home resort points for those which were used to make the reservation. Adding on nights at 7 months is a different story and since the OP had secured those nights with non-home resort points, that's how it should have stayed. Given that the OP was able to correct the problem once they made phone contact with MS, it appears that DVC agrees.

 

[KAT4DISNEY]

I’m going by what I’ve been told by MS in the past. They’ve told me they aren’t allowed to move non-home points into a reservation that was made using Home Resort Priority. I assume that’s what they did in this case, too.

The OP outlined they had a home resort booking and had picked up a day at 7 months using non-BLT points. When combined together that is how they wanted the points to remain but MS used all home resort points. What was being expected to use a combination was fine and MS did correct. It would have been nice if the CM who originally combined had just followed that instead of deciding to change what points were used.

 

[dismedvc]

At 7 months anyone can easily modify an existing home resort reservation and use non-home resort points to add on nights. MS should have been able to combine the two reservations without changing the source of the points that the OP had used to make the reservations.

Interesting. Does that mean I could have modified my original reservation at the 7 month mark for the night I was adding and used non home resort points to add that extra night? I assume when I went to modify, the home resort contract would be listed first and show as locked, but if I made sure there were no points left in that contract (maybe by making a dummy reservation) it sounds like you are saying I could have done the modification myself when I added the night and used non home resort points for that added night as long as I was in the 7 month window for the night I was adding.

More a curiosity question, since it seemed simpler to book the extra night separately using non home resort points and then have MS combine the reservations later.

 

[KAT4DISNEY]

Interesting. Does that mean I could have modified my original reservation at the 7 month mark for the night I was adding and used non home resort points to add that extra night? I assume when I went to modify, the home resort contract would be listed first and show as locked, but if I made sure there were no points left in that contract (by making a dummy reservation) it sounds like you are saying I could have done the modification myself when I added the night and used non home resort points for that added night as long as I was in the 7 month window for the night I was adding.

More a curiosity question, since it seemed simpler to book the extra night separately using non home resort points and then have MS combine the reservations later.

You can and yes, the contracts are locked on the home resort but if it's empty and you're at 7 months so you can select non-home resort then it will move to your non-home resort selected contract to use those points for the night(s) you are adding.

 

[dismedvc]

You can and yes, the contracts are locked on the home resort but if it's empty and you're at 7 months so you can select non-home resort then it will move to your non-home resort selected contract to use those points for the night(s) you are adding.

If I ever need to do something similar again, I should probably make a dummy reservation to make sure no points are left in my home resort contract before I request MS combine the reservations. I now see that if I had attempted to modify my reservation online and add a night at the 7 month mark, if there were points available in my home resort contract the system would have done exactly what originally happened when MS combined my reservations, so I now understand how/why that occurred when MS did the original combining. (sorry for the run on sentence)
Thanks @KAT4DISNEY