"Missing" Reservation on the member website

[Candace]

I had two reservations for the week after Christmas through new year's (Dec. 30 - Jan 6) at Hilton Head. I also had a two bedroom booked at Hilton Head for June 3 - 8th of next year. I had to cancel the ones after Christmas because we just couldn't get everything/everyone coordinated. So, I called last Friday to cancel the first two, and there was no problem. The points were returned to my account and I could see them online shortly after I spoke with Member Services. The summer ressie was still there. Well, last night I was on the member website, and sure enough, now my summer trip has disappeared. There were no extra points returned to my account; just the ressie is missing. I emailed MS right then, and I hope to hear back by tomorrow. I have never had anything like this happen. Have any of you, and was it resolved? Thanks

 

[keaster]

Isn't MS open today? I would call just to put my mind at ease.

 

[dianeschlicht]

What happened when you called? Inquiring minds want to know.

 

[Candace]

What happened when you called? Inquiring minds want to know.

I called (as well as emailing MS), and the agent said he needed to put me on hold to "investigate". This was on Sunday and I was on hold for at least 15-20 minutes. The CM seemed kind of surprised that I was still there when he came back on. LOL! Anyway, he said he couldn't help me and he would get a supervisor. After about 5 minutes, he came back and said she (the manager) would call me within two days to work it out. She called the next morning and said it was all fixed, and I now have my reservation back. No explanation for why it happened. I really don't understand because it didn't happen until 2 days after I had cancelled the others. Oh well, I still have my summer ressie for HH!

 

[Sammie]

With talk of them announcing the online system at the annual meeting, wonder if they have been tweaking it and lost your reservation.

Guess we all need to check ours and see if they are there.

 

[Cruelladeville]

Although it might not help, please bring your confirmation slip with you. In October, we stayed at Animal Kingdom Villas, and I checked in first with no problems. Then my daughter and family arrived, and were turned away! She insisted, and they escourted her to the front desk, where they were again told(twice) that DD did not have reservations at AKV Jambo House. She had her confirmation slip, so they used it to "find" dd's reservation, listed in someone else's name. They traced it back to DD's account, but somehow it was put in someone else's name. No apologies, however. At the same time I made dinner reservations, and those couldn't be found either. It must have been a new Member Services person making the reservations.