MS Canceled reservation upon upgrade?

[JandD Mom]

Hi everyone,

A friend of mine is staying at BW on a reservation I made on points and actually called me last night to tell me he was upgraded from a standard view to a preferred view when he checked in.

I was looking on my account info on the web site today and noticed I had 90 extra points in my account. Of course I can't check my reservations on the site because it is still messed up. So today I called MS and was told those points were put into holding because I cancelled a reservation. I thought that was strange as I have not ever cancelled a reservation.

To shorten the story, they told me that when my friend was given a comp. upgrade at check in (one he did not ask for) they cancelled the reservation and automatically converted it to cash. Of course, I did not authorize this. After a few calls to MS I was told that this is done for accounting purposes, but that it will all be straightened out, I won't have points in holding, and my friend won't get a bill charging him for the room.

This seems very strange. I had some family members get an upgrade last year, and I don't remember the points going into holding. Then again, I may not have logged in that day and looked at my account.

Does anyone have any experience with this? Thanks!

 

[dianeschlicht]

There are a LOT of strange things that happen because the computer program DVC uses can't handle it correctly. I suspect this is just another one of those things. I'd certainly keep an eye on your account for the next few days, and also make sure they don't charge your credit card for it!!

 

[CarolAnnC]

I would definitely keep an eye on it!

I periodically will make inquiries at the resorts when I am visiting to checkup on current policies. One time at checkin at the BWV I asked about a complimentary upgrade and was told sure, it could be done, subject to subsequent contacting of MS and withdrawal of other points from my account.

I told them, no thank you, lol.

 

[JandD Mom]

There are a LOT of strange things that happen because the computer program DVC uses can't handle it correctly. I suspect this is just another one of those things. I'd certainly keep an eye on your account for the next few days, and also make sure they don't charge your credit card for it!!

I am far more afraid that my friend will check out and get a $3000 bill he didn't anticipate. I would just be mortified if that happened. I spoke to him earlier and I told him to get a printout of his room charges tomorrow, and to call me immediately if there are any charges related to the room, as opposed to his spending.

Of course, all of this aggravation is compounded by the fact that I can't even look at my reservations on the member site any more. That has been down for weeks and every time I mention it to a MS CM, I get the same response: "I know."

 

[JandD Mom]

I would definitely keep an eye on it!

I periodically will make inquiries at the resorts when I am visiting to checkup on current policies. One time at checkin at the BWV I asked about a complimentary upgrade and was told sure, it could be done, subject to subsequent contacting of MS and withdrawal of other points from my account.

I told them, no thank you, lol.

Yes, that's the correct policy. However, here, no upgrade was requested. In fact, my friend was told at check in that they were upgrading him to a preferred view room (by the clown pool).

When I called MS they told me the front desk manager at BW gave my friend a "complementary upgrade." And that when that happens, there is some shuffling of paper that goes on behind the scenes, it won't affect me, yadda yadda.

As a question, before a reservation is cancelled or otherwise changed (upgraded, or converted to cash), don't I as the member have to authorize it? Can the guest who checks in make those changes impacting my account without my knowledge?

I will certainly check my account tomorrow morning and call again if the points are still there in holding.

 

[DebbieB]

I made a reservation today about noon for Disneyland in late April and cancelled BWV, I was able to view it on the member site shortly after.

 

[DMKEDM]

In case you missed the "member site" thread...there's a "back door way" into your reservation details...first, click on "my vacation points"...then, click on dues...then backspace back to the vacations points page and then click on vacation details...voila...reservations appear!

Bless the people on the "member site" thread who discovered this...I used it just a couple of hours ago and it (the work-around) was working then...

 

[Tamar]

When we checked into our std view 1-bedroom at BWV a few weeks ago, the signature sheet I signed for room-charging had our room rate listed as $228, which I thought was just weird, #1 because we were staying on points, and #2 because that rate is way too low for a 1-bedroom IMO. They said it was just computer stuff, not what we would be charged....

 

[GEB@okw]

About three or four years ago when the scaffolding was up over the standard view wing we were upgraded the same as you. I found out about it when I called MS and they asked me what I wanted to do the 55 points in holding. I tried to explain to them what happened and to remove the points from my account, after another month went by, I called my guide and he said that they were my points, to use them anyway I wanted because my stay was free. So I had the points moved into another reservatiopn and eventuallly used the extra points. So I say, if the points are still there after telling MS about them, use them!!

 

[CarolMN]

Hmmm. Now I am wondering about our recent stay.

When we checked in (on 10/27), we also were "upgraded" to a Preferred View from a standard view. I did not ask for the upgrade and really didn't want it. Took it because I refuse to make a fuss at check in and the room was ready. Since my DH wanted to watch a football game, it seemed best to take the room that was ready now and avoid dealing with a "cranky" football fan. I was told we wouldn't be charged any more points and the only charges on our room at check out were the ones we authorized.

Anyway, that vacation isn't showing up on our completed vacations section of the Members' Website. The one we took last December is showing. I just figured it was part of the website issues. As long as our reservation for next April is still showing, I didn't see any reason to bug MS. Now I'm not so sure.

So I will also be keeping a closer eye on my account for awhile.

Now I better keep an eye on things

 

[CarolAnnC]

Good to keep an eye on yours too, Carol. Some funky things going on with the website lately, it seems.

Thank goodness we all watch out for each other here on the DIS!!

 

[Cruiser1969]

In case you missed the "member site" thread...there's a "back door way" into your reservation details...first, click on "my vacation points"...then, click on dues...then backspace back to the vacations points page and then click on vacation details...voila...reservations appear!

Bless the people on the "member site" thread who discovered this...I used it just a couple of hours ago and it (the work-around) was working then...

Thanks for posting this

 

[bcpage]

In case you missed the "member site" thread...there's a "back door way" into your reservation details...first, click on "my vacation points"...then, click on dues...then backspace back to the vacations points page and then click on vacation details...voila...reservations appear!

Bless the people on the "member site" thread who discovered this...I used it just a couple of hours ago and it (the work-around) was working then...

Thanks for posting this work around!

 

[simzac]

In case you missed the "member site" thread...there's a "back door way" into your reservation details...first, click on "my vacation points"...then, click on dues...then backspace back to the vacations points page and then click on vacation details...voila...reservations appear!

Bless the people on the "member site" thread who discovered this...I used it just a couple of hours ago and it (the work-around) was working then...

Wow, I just tried this, and it works, thanks.

 

[sjdisneywedding]

As a question, before a reservation is cancelled or otherwise changed (upgraded, or converted to cash), don't I as the member have to authorize it? Can the guest who checks in make those changes impacting my account without my knowledge?

I will certainly check my account tomorrow morning and call again if the points are still there in holding.

Holy moly! thats a great point.

But what if a rentee asks for an upgrade, will some less knowledgable CM just make the move and take the mebers points without getting some kind of authorization

 

[dianeschlicht]

Holy moly! thats a great point.

But what if a rentee asks for an upgrade, will some less knowledgable CM just make the move and take the mebers points without getting some kind of authorization

That thought came to my mind as well. I would HOPE not!

 

[sloneta]

A few years ago a similar thing happened to me (do a search for posts by me and you should find it). We were "upgraded" (not at our request) from a dedicated 2BR with 2 queens to one with a queen and a sofa at the BCV in May 2003. When I returned from the vacation, I had lost points because the BC employee who facilitated the transaction did not rebook the room properly. In the end it was fixed, but I remember being outraged that a non-MS employee could use points of mine without my knowledge. I even spoke to the DVC Customer Satisfaction Manager at the time. They were supposed to provide more education to the hotel staff regarding proper procedures when they need to cancel and rebook, but it doesn't sound like that has happened.

 

[Charlesaway]

I would definitely keep an eye on it!

I periodically will make inquiries at the resorts when I am visiting to checkup on current policies. One time at checkin at the BWV I asked about a complimentary upgrade and was told sure, it could be done, subject to subsequent contacting of MS and withdrawal of other points from my account.

I told them, no thank you, lol.

That kind of defeats the meaning of complimentary, doesent it?

 

[Merilyn]

We were called several years ago about upgrading to a BWV GV because they had overbooked at OKW GV's. We jumped at the chance to stay there. They used our original points and didn't charge us anymore. They even gave us free park passes for the week we were there. How is that for a perk?

 

[bobbiwoz]

We were called several years ago about upgrading to a BWV GV because they had overbooked at OKW GV's. We jumped at the chance to stay there. They used our original points and didn't charge us anymore. They even gave us free park passes for the week we were there. How is that for a perk?

I think that was great!!!