MS Changed My Reservation!! Member Satisfaction Came Through!

[Lexxiefern]

I stayed at Boardwalk over Columbus day weekend. I had a boardwalk view studio booked. (I have the confirmation) When I checked in on Oct 10, I was given room #4055 which faces the village green. It was a nice view, and I was fine with it, but I was pretty sure that it was considered a pool/garden view.

Today I am checking my account and it says on my completed vacations that I had a pool/garden view studio booked for Oct 10 - 13. So I go into my points activity statement and on Oct 9 Member Services changed me from a boardwalk view studio to a pool/garden view.

Now I was fine with the room, but I am annoyed that MS went in and altered documents without my permission. Should I call and express my displeasure or just let it go? I find it disturbing.

**update in post 26***

 

[dianeschlicht]

Definitely express your displeasure, but don't call MS. Instead contact the member satisfaction team.

 

[vicki_c]

I don't own at BWV, and am not that up on the categories - is BW view the same number of points as garden/pool view? If so, I think I would let it go and save yourself the aggravation of calling.

If not and you want your points back ...
Since you have "proof" so to speak because you can see that transaction on Oct. 9, I think I would call and talk to them. You didn't call for something that day, did you? Even if you did, they should be able to pull the phone records and see what was requested. If you didn't, that should make it even easier to prove.

They put me in a 1 BR at BWV next month even though I'm sure I waitlisted for a studio! We decided to just deal with it and enjoy the extra space and BW convenience in exchange for the extra points it's costing us.

 

[bobbiwoz]

I would make a copy of the reservation, and do a snail mail letter. Yes, the points are the same, but I think something should be done to compensate you for the change in category.

I know that you liked the room/view, (you mentioned that on a previous thread as well) and were only a room away from BW View, but still, you didn't have BW view and that what you were supposed to have.

I suppose that I would also be happy with an apology, since you did like the room, but I definitely would want someone to know that I wouldn't want that to happen again.

Once I had a studio in that area, and it's a nice area, and I was very happy, but I had only bargained for the preferred view, and that's what it was. Close to the elevators to boot!

Bobbi

 

[jekjones1558]

I am a BWV owner who would appreciate you sending a letter regarding this matter. I don't think this should be acceptable. I would NOT accept one of these rooms when I had booked BW view (although I think the rooms along there are mostly or all studios and we book 1 bedrooms). I don't even think that the _051 rooms should be BW view, especially on the lower floors where the view is blocked by a tree. I am wondering whether this happened to you when the AKL people were displaced from concierge and put at BWV so they could use concierge at BWI. Even if that were the case, it is not acceptable to just reassign your room category.

 

[n2mm]

That is too bad that they did this, but they've done it to me twice this year too. I thought this was strange that this has happened to me twice, now I'm hearing it's also happening to others. My changes were not as bad as the OP, but were enough to make me ask....what?

In January I had reserved a standard studio dedicated. It actually said it on my confirmation and the website. After getting our room it was not a dedicated, but it was only for a couple of nights before the cruise. When I returned home I went online and it was CHANGED to say standard studio (the dedicated was removed). hmmmm


Again, in August we reserved a 2 bedroom at BCV. On my confirmation is said dedicated, 2nd bdrm with 1 q and 1 sofa, but when I checked in I got a 2nd bdrm with 2 q beds (this was to my advantage). When I got home I again checked the website and it again was changed to reflect the dedicated with 2 q beds. (Mostly I kept thinking, wow, I bet someone is not going to get the room they requested, but I was happy to get the 2 q br.)

So now it is good to hear that I'm not going crazy. I have decided it is not MS changing my reservation. I believe it is the room assigner that changes it and the website is updated to what we actually end up with.

 

[sparkyboy]

Definitely you should contact DVC member satisfaction web site to let them know of your concerns. We can discuss our concerns here, but the only way DVC can address the issues is when we let them know about our concerns and the situations as they occur that could not be or were not resolved during our stays.

 

[CarolMN]

Because of the timing, I do not think MS changed the OP's reservation. It is more likely that someone at the BWV resort made the change. The room assigners and front desk personal do have the capability to make these kind of changes.

I'm only guessing, but I suspect some type of problem was encountered when another guest checked in on October 9 and the reservation change for the OP was part of the "solution".

Points are the same and the views so similar that I doubt anything other than an apology will be offered as compensation. If it were me, I'd write to Member Satisfaction anyway.

 

[BWV Dreamin]

This does make one wonder if they are in fact overbooking.

 

[crisi]

This does make one wonder if they are in fact overbooking.

More likely that they booked pretty much to capacity, then had the toilet in the room that they were going to put her in broke or something along that line.

We were there the same week, in a pair of Boardwalk View two bedrooms, and the toilet in the studio was out for more than a day in the studio portion of one of the rooms. With a two bedroom, it was merely inconvenient.

 

[Lexxiefern]

Thank you all for your comments. I just told my DH about it and he agrees with most of you that I shoud write DVC member satisfaction. He says he was disappointed in the room (I was not though). I was only disappointed in the fact that I could not see much of Illuminations. But I was able to see Wishes and that made up for it. I would like DVC to be made known about it, but I am not looking for compensation.

I think Jean may be right, that it could have been due to the displacement of the AKV rooms.

I hope that I get an actual boardwalk view when I check in on saturday!

 

[Brian Noble]

Points are the same and the views so similar that I doubt anything other than an apology will be offered as compensation.

You are probably right, but traditionally, booking categories are not requests. If they can't honor the booking category, I would expect at the very least an apology at check in.

It would be nice to throw in a few bucks on a gift card to spend at the resort, or possibly a cheese & fruit plate from room service---something small that says "we know this isn't what we told you, and we're sorry."

To have it done silently really isn't okay.

 

[Dean]

I thought I posted on this in the am but I've been having some trouble with posts going through. A Pool/Garden view is not a BW view. This is likely more of a resort issue than a DVC issue but likely only DVC can do much about it at this time. I'd let the Member satisfaction team know but I'd also send a copy to the resort manager. Personally I'd ask for the difference between standard view and the BW view oints. I also think this is dishonest as it does appear they gave you the wrong view knowingly. They can go back and see who checked you in and investigate what happened fairly easily and they should as this is something that shouldn't happen and they can decrease the chances of a similar incident going forward.

 

[DebbieB]

I would definitely contact member services to make sure they guarantee your boardwalk view on your next trip. I'm in a boardwalk view 1 bedroom over Big River right now and would be very disappointed if I got Village Green. I got 5051 the first time I had boardwalk view reserved and was not happy.

 

[deltapilotwife]

so glad I saw this thread today....I'm supposed to check into BCV tomorrow and went on line to check my reservation. I see that my 2 bedroom w/ 2 queens has been changed to a queen w/ a sofa. Before I call memberservices, can someone clear up for me....can they do that or is it a "request" that they can change? Thanks!

 

[BWV Dreamin]

I believe your 2 bedroom with 2 queens is a booking catagory. This is not acceptable.....this looks like some new precidence is starting, I am not happy with what I am seeing. DEFINITELY call MS and get that changed back. Also, screen print what you are seeing first before calling (he who has the most documentation wins!). Let us know.....

 

[dianeschlicht]

They can NOT change your two bedroom with two queens randomly. It is a booking catagory, NOT a request. Contact someone ASAP to make sure you get that put back the way you made the reservation.

 

[Brian Noble]

You certainly should ask them to put the reservation back. However, it is likely that doing so would change someone else's confirmed reservation. This doesn't really solve the overall problem---that someone thinks they can change booking categories whenever they like just because the point values are the same. So, it would be good to also report it to member satisfaction.

You might also have in mind what it would take to make you happy with the queen/studio booking, in case they can't readily change you back.

 

[Dean]

You certainly should ask them to put the reservation back. However, it is likely that doing so would change someone else's confirmed reservation. This doesn't really solve the overall problem---that someone thinks they can change booking categories whenever they like just because the point values are the same. So, it would be good to also report it to member satisfaction.

You might also have in mind what it would take to make you happy with the queen/studio booking, in case they can't readily change you back.

Not only that but DVC has shown no ability to fix such things and no willingness to take back the reservation from someone it was later given to and correct the wrong.

 

[jekjones1558]

deltapilotwife,
Please post back after you contact MS. I will be interested to hear what you learned. This thread is of great concern. Member Satisfaction needs to hear from those of us who do not like this disregard for booking categories.