MS Changed My Reservation!! Member Satisfaction Came Through!

[DebbieB]

I would like to know what the procedure is if they need to take a room out of service and change someone's reservation. I would expect it to be the last person who made a reservation and they should contact you rather than just changing it and you find out at check-in.

 

[deltapilotwife]

Thanks everyone! After 45 minutes on hold with MS while they investigated, they said the resort didn't have the room anymore for Sunday night of my Sun to thurs stay so they moved me for the entire stay. It was the resort who made the change and they were supposed to notify me. Since it's this weekend, I'm guessing something happened to another room this week and it caused a chain reaction. MS services said they wouldn't have booked it initially if they didn't have the room. They offered to let me move to my original category Monday but since I'm already moving once for the ToT race I didn't want to move again. MS was nice about it and appologetic and offered me dining plan. We weren't going to use DP since it's not a value to us but since its now free we'll take it.

Thanks again for the advice. I'm glad I got this worked out before I got on property.

 

[jekjones1558]

Thanks for posting, deltapilotwife. I am glad you got this squared away now also. I am very disappointed to hear that the resort was supposed to contact you and did not do so. I think that the free DP is probably a fair trade for your trouble, but this should not have happened. Hope your stay is magical, nonetheless.

 

[BWV Dreamin]

Thanks everyone! After 45 minutes on hold with MS while they investigated, they said the resort didn't have the room anymore for Sunday night of my Sun to thurs stay so they moved me for the entire stay. It was the resort who made the change and they were supposed to notify me. Since it's this weekend, I'm guessing something happened to another room this week and it caused a chain reaction. MS services said they wouldn't have booked it initially if they didn't have the room. They offered to let me move to my original category Monday but since I'm already moving once for the ToT race I didn't want to move again. MS was nice about it and appologetic and offered me dining plan. We weren't going to use DP since it's not a value to us but since its now free we'll take it.

Thanks again for the advice. I'm glad I got this worked out before I got on property.

Just curious, was the room not available due to a problem with the room? Or possible overbooking? Hope you have a great time, you will really enjoy the DP even more now that it is free!

 

[Brian Noble]

MS was nice about it and appologetic and offered me dining plan. We weren't going to use DP since it's not a value to us but since its now free we'll take it

It's disappointing that you didn't get what you booked, but this seems more than fair value in return. Good for you, and good for MS for stepping up to the plate.

 

[Lexxiefern]

And the saga continues.....

We checked in to Boardwalk yesterday at 5pm and were given the crap of the crap. I had a boardwalk view booked and was given a HC room. Not happy with that so we were told we could call today and change rooms, no problem. Girl at front desk very nice about it. Even said we could get 5th floor above jellyrolls the next day.

We were trying to just be happy with the room, but were rudely awakened this morning to what sounded like a million people moving furniture above us. I figured we must be right below a GV and that it was probably the dining room table right above the master. They were moving chairs all morning, starting really early. I ran the tower or terror race last night and wanted to sleep in, so much for that.

So today we call and lo and behold, there are no rooms for us to switch to. The only thing we are offered is a room overlooking the swan. This is after the front desk keeps my DH on hold for an hour. I say fine we will switch to that room, but that is standard and I want my points back. They tell us it is not standard, it is preferred and that we will not get any points returned. I know that is standard since I stayed in room 4010 as standard view and no we were not upgraded then.

I am quite ticked off that we were told we could change to another boardwalk view and now we cannot. I am still waiting for DVC member satisfaction to contact me about the last trip in which they downgraded me without notice. So this should be a fun conversation.

 

[Dean]

And the saga continues.....

We checked in to Boardwalk yesterday at 5pm and were given the crap of the crap. I had a boardwalk view booked and was given a HC room. Not happy with that so we were told we could call today and change rooms, no problem. Girl at front desk very nice about it. Even said we could get 5th floor above jellyrolls the next day.

We were trying to just be happy with the room, but were rudely awakened this morning to what sounded like a million people moving furniture above us. I figured we must be right below a GV and that it was probably the dining room table right above the master. They were moving chairs all morning, starting really early. I ran the tower or terror race last night and wanted to sleep in, so much for that.

So today we call and lo and behold, there are no rooms for us to switch to. The only thing we are offered is a room overlooking the swan. This is after the front desk keeps my DH on hold for an hour. I say fine we will switch to that room, but that is standard and I want my points back. They tell us it is not standard, it is preferred and that we will not get any points returned. I know that is standard since I stayed in room 4010 as standard view and no we were not upgraded then.

I am quite ticked off that we were told we could change to another boardwalk view and now we cannot. I am still waiting for DVC member satisfaction to contact me about the last trip in which they downgraded me without notice. So this should be a fun conversation.

My understanding is the canal view rooms are preferred, not standard. I know some got them when they had standard booked but apparently this was due to room issues for maintenance and rehab and when the resort was not booked as an upgrade though it wasn't communicated to most. There should be no standard view units on that wing at all from my understanding.

 

[LisaS]

So today we call and lo and behold, there are no rooms for us to switch to. The only thing we are offered is a room overlooking the swan. This is after the front desk keeps my DH on hold for an hour.

Sorry you are having problems with your stay! Just an FYI: I've read on several threads that when you call the "front desk" you are talking to a call center somewhere and not the front desk of your resort. You are better off walking down to the lobby and talking with the real front desk staff rather than trying to do something like this on the phone.

 

[lisaviolet]

I just want to add that I would never let this go. I can't imagine the disappointment of booking BW view and not getting it. Not to mention booking it, not getting it, no one saying a thing and then changing your vacation details page.

It just makes me laugh. It seems simple to me. Apologize, own up, offer something to make up - and voila you don't have a frustrated owner.

 

[DebbieB]

The rooms facing the Swan are preferred view since they face a garden and the canal. At one time they were being used as "overflow" standard view, I got one as standard during a renovation (when the DVC office was still there).

One thing I wasn't clear on - is your handicapped room over the boardwalk? I know there are handicapped boardwalk views above the store near the corner and there is also a handicapped grand villa in that area (3047).

 

[jekjones1558]

Lexxie,
Are you in 2049? If so, I know that it has the solid wall balcony as well as being a HA room. It is hard to really take advantage of the BW view from that vantage point. We were also disappointed with that room. It was also in need of refurbishment with a badly rusted frig.
Regarding 4010, we had that room booked for a multi-room family vacation a couple of years ago and it was standard view points ONLY because it was during the transition period when the old DVC meeting rooms were being phased out and eventually torn down. We were told at the time that the rooms in that area would eventually go back to preferred because there would be a nice view of the canal once the remodeling was finished.
Hope this sorts itself out and you have a magical vacation.

 

[DonnaL]

The rooms overlooking the canal/Swan are preferred rooms. We've stayed on the 5th floor in that area twice overlooking the canal and once on the other side of hall overlooking the Boardwalk. The side facing the canal is my favorite........I love to sit on the balcony in the evening and just watch the Friendship boats go by. However, I do believe at some point several years ago these rooms may have been considered standard when the old DVC building was there. They have been considered preferred for several years now, though.

 

[wdwfan1]

Is there a map or list of rooms at BWV? I dont want this to happen to me! Thanks.

 

[LisaS]

Is there a map or list of rooms at BWV? I dont want this to happen to me! Thanks.

Here is Granny's BWV map showing the location of each booking category:

 

[melomouse]

Just to add to the sorry mix you have here, OP - I have just posted about just the opposite problem - I want to get rid of my BW view and get a pool/garden view and I can't get it!! Can't wait to see how I fare at check-in.

 

[dianeschlicht]

Thanks everyone! After 45 minutes on hold with MS while they investigated, they said the resort didn't have the room anymore for Sunday night of my Sun to thurs stay so they moved me for the entire stay. It was the resort who made the change and they were supposed to notify me. Since it's this weekend, I'm guessing something happened to another room this week and it caused a chain reaction. MS services said they wouldn't have booked it initially if they didn't have the room. They offered to let me move to my original category Monday but since I'm already moving once for the ToT race I didn't want to move again. MS was nice about it and appologetic and offered me dining plan. We weren't going to use DP since it's not a value to us but since its now free we'll take it.

Thanks again for the advice. I'm glad I got this worked out before I got on property.

I'm glad it worked out for you, but it looks to me like they only resolve issues like this if you complain about it. I suspect if you had just "let it go" until you got there, it would be nothing offered for your trouble.

I HATE that they can change things last minute like that without contacting you. It's not something we have heard about until just recently, so obviously it's a relatively new "problem". There seem to be quite a few "rules" that have changed in practice over what is written down in reality.

 

[jennypenny]

Sorry you are having problems with your stay! Just an FYI: I've read on several threads that when you call the "front desk" you are talking to a call center somewhere and not the front desk of your resort. You are better off walking down to the lobby and talking with the real front desk staff rather than trying to do something like this on the phone.

Yes, this is true. And the front desk always has the most current room info. When you call, you get the call center and are basically playing *telephone* through that person.

I would walk down, put on your "I'm the nicest DVCer ever face," calmly explain the whole trip, and see what happens. I find I get a better response if I don't ask for the manager first. I wait on the line for concierge services, ask some benign question about water park hours or something, thank them gracefully, THEN say "we've had quite a few problems that maybe the manager can help us with?"

 

[Dean]

Just to add to the sorry mix you have here, OP - I have just posted about just the opposite problem - I want to get rid of my BW view and get a pool/garden view and I can't get it!! Can't wait to see how I fare at check-in.

You will likely not fare well since these are hard booking categories and not simply requests. Do you have a wait list going, if not you should. You might be able to find someone who will "swap" with you. I don't think I've every heard that one before though where one had a BW view and didn't want it. I have heard those that preferred not to have the BW view due to noise but this was after their trip.

 

[wdwfan1]

Thanks for the overview of the rooms at BWV.

 

[Lexxiefern]

I want to thank everyone for their responses. As I am sure you could tell, I was very upset when I last posted. Two trips in a row, I just couldn't believe the way we were treated. I did not know that about the call center being different than the front desk. I was very over tired on sunday from running the tower of terror race the night before and not being able to sleep in due to the noise of the GV above us. (Jean, yes we are in 2049) But after getting sleep the next night the noise from the GV does not bother me since I am up by 7am usually. I do however think that BW needs to put a large area rug under the dining room table. I cannot believe they have not received complaints about this before.

So today I spoke with Joy at Member satisfaction. She was wonderful!! She confirmed that my room over columbus day weekend was indeed a pool/garden view and that the front desk took it upon themselves to change me for whatever reason. The way Joy explained it, the front desk was very cavalier about it, like it was no big deal. I also explained to her my current situation and she was very apologetic and kind. I was refunded what I consider a generous amount of points.

So thank you to everyone who helped me deal with this and a huge THANK YOU to Joy who was wonderful!

Becky