MS confusion - UPDATE: clear communication via email - post #14

[lisaviolet]

I just casually mentioned the possibility - I'm undecided - of partial DDP for an existing reservation and the CM responded, "only if you orginally booked it that way". How could one do that prior to the announcement? Telepathy? Pure luck?

And some DISers have posted they've been told "no can do" and "you might have to move if you choose it".

While others have had their prior reservations reworked and linked for not moving. And not lost in the system while it was fixed.

I'm sympathetic that every new program has kinks and a learning curve but such a myriad of conflicting info?

 

[Mtnman44]

I suspect that the ability to spilt the res for DDP was discovered to be possible at some point but hadn't really been thought through, nor was it specifically intended as a feature or benefit for DVC members wanting to use the DDP.

Can you imagine all the members that would love to pay for the deluxe DP every other day for their two week trip? It is obviously a bit clumsy and manual to split the reservations and I doubt they indended regularly on splitting a stay into 7 or 14 separate reservations. It's just a guess, but I predict a new poilicy regarding this if they can't find a way to easily and quickly do it in the system. Just my guess, I could be wrong.....

 

[lisaviolet]

I suspect that the ability to spilt the res for
DDP was discovered to be possible at some point but hadn't really been thought through, nor was it specifically intended as a feature or benefit for DVC members wanting to use the DDP.[
Can you imagine all the members that would love to pay for the deluxe DP every other day for their two week trip? It is obviously a bit clumsy and manual to split the reservations and I doubt they indended regularly on splitting a stay into 7 or 14 separate reservations. It's just a guess, but I predict a new poilicy regarding this if they can't find a way to easily and quickly do it in the system. Just my guess, I could be wrong.....

Interesting. Time will tell. It's just very strange to me that some have done it already and some are being told no. Mine - will probably work in the end b/c it's already a linked reservation and I only want it split for DDP the same way.

 

[hakepb]

It will be interesting how it winds up. My split DDP stay (due building from waitlists) had 3 reservation numbers of 2 days each, but they still had to rebook the first 2 day period to add the DDP...

 

[edk35]

I just casually mentioned the possibility - I'm undecided - of partial DDP for an existing reservation and the CM responded, "only if you orginally booked it that way". How could one do that prior to the announcement? Telepathy? Pure luck?

And some DISers have posted they've been told "no can do" and "you might have to move if you choose it".

While others have had their prior reservations reworked and linked for not moving. And not lost in the system while it was fixed.

I'm sympathetic that every new program has kinks and a learning curve but such a myriad of conflicting info?

I was told it could not be done about a week or so ago. It was the same old line "you would have to check in and out or split your trip between two resorts".

 

[lisaviolet]

It will be interesting how it winds up. My split DDP stay (due building from waitlists) had 3 reservation numbers of 2 days each, but they still had to rebook the first 2 day period to add the DDP...

Eek. They held the two days while they rebooked? I'm assuming.

I was told it could not be done about a week or so ago. It was the same old line "you would have to check in and out or split your trip between two resorts".

This is what I'm talking about. While you're being told "no" - others were having their existing reservations done for them with a link -assuming it works during vacation time - to not check out/in.

That is the part that I find so frustrating and strange. Considering our first indication of this change came directly from MS and the direct question was answered, "can we do this to existing reservations?". (The answer that came back was yes - but you might lose your reservation and then quite a few came on to say that they did it and nothing was lost)

I don't mind "no" - or we've changed our minds because it's overwhelming for our staff - but I can't stand such ongoing opposing information for different phone calls in the same time period.

 

[hakepb]

I did have to check in again to the non-ddp portion of my stay. -ve heard that the additional check-in is necessary until systems are upgraded next year (The SSR front desk staff was wonderful as they fought the computers to keep me in the same room, but I think MS confused the system: when we booked the first nights, a foreign speaking MS agent misspelled some names on the ressie, then the DDP stay was under my name (and correct occupants) and non DDP was under DW with the old incorrect occupant spelling...)

 

[hakepb]

Eek. They held the two days while they rebooked? I'm assuming.

Yes. MS convinced DW that we would not loose the days we just we worked so hard to get. It may not be a full cancel the way they said it, whatever happened in the system, it did work out in the end.

 

[CarolMN]

I suspect that the ability to spilt the res for DDP was discovered to be possible at some point but hadn't really been thought through, nor was it specifically intended as a feature or benefit for DVC members wanting to use the DDP.

Can you imagine all the members that would love to pay for the deluxe DP every other day for their two week trip? It is obviously a bit clumsy and manual to split the reservations and I doubt they indended regularly on splitting a stay into 7 or 14 separate reservations. It's just a guess, but I predict a new poilicy regarding this if they can't find a way to easily and quickly do it in the system. Just my guess, I could be wrong.....

I've been thinking the same thing. Capability discovered before policy determined.

 

[edk35]

Eek. They held the two days while they rebooked? I'm assuming.



This is what I'm talking about. While you're being told "no" - others were having their existing reservations done for them with a link -assuming it works during vacation time - to not check out/in.

That is the part that I find so frustrating and strange. Considering our first indication of this change came directly from MS and the direct question was answered, "can we do this to existing reservations?". (The answer that came back was yes - but you might lose your reservation and then quite a few came on to say that they did it and nothing was lost)

I don't mind "no" - or we've changed our minds because it's overwhelming for our staff - but I can't stand such ongoing opposing information for different phone calls in the same time period.

YEP I agree.

 

[Sammie]

I've been thinking the same thing. Capability discovered before policy determined.

Isn't that the Disney way.

 

[justwinnie]

I just returned from a 7-night trip to AKV. I called a few days prior to the trip to add the DDP for 6 nights. My reservation was already 2 linked reservations because I had added a few days to the beginning of my trip.

I called MS twice to add the DDP. The first time, I was told I'd have to risk losing my reservation because they'd have to rebook everything. The CM was not particularly nice or helpful. I ended that call quickly and then called back. The next CM was knowledgeable and was able to add the DDP to a portion of my trip. I was looking at my reservation on-line and saw that it got split into three reservations after the CM added the DDP. I was assured that I would not have to move rooms, but that I would have to get a new key on Thursday morning (the day the DDP ended) in order to stay in the same room.

Once at AKV, things got a little wonky. It looked like I received 7 nights of dining credits and I told them I should only have 6. I asked when the credits would expire (should be Thursday, but wanted to confirm) and they told me Friday. I said that was incorrect but they said that's what the computer said. At once point, the number of credits "reset" and went back to the original allotment. I went to the front desk and they had no idea what was happening. I was charged for a TS, when it should have gone against the DDP and my credits were doubled. The mgr tried to sort things out and decided that the best thing to do was to rebook the entire reservation. It did not fix a thing! I went back down to see what happened and they had no info for me b/c the mgr was on break. I received a print out of my dining credits (used/remaining) and was again told that the credits would expire on Friday. They asked for my phone number so they could contact me and give me an update. I never received an update.

On Friday, my check out day, I didn't receive a print out of my room charges so I had to go to the front desk. I checked it over and noticed that I was still charged for a TS meal. I argued that I had the DDP and should not be charged. They didn't believe me and showed me their "research" about how the meal was originally charged to the DDP and then the credits were returned so they billed my room. They said that I must have asked them to do this. Or I ran out of credits. I was really upset about this so I went through the whole saga. Finally, the original mgr came out and reversed the charge. She told me that they expected issues with the all the changes, but my reservation was the first she had encountered.

I had saved some QS and Snack credits to use on Friday, since I was told they would be valid until then. I was out of luck! The credits did expire on Thursday, as they should have. However, I was really surprised and upset about this since I was told all along that they would expire on Friday. Since I had already wasted several hours at the front desk, and because I knew I would lose my cool, I did not go back to the front desk to complain. I still plan to complain about this, but am still just too upset.

If I could do it all over again, I would have skipped the DDP entirely! This was such a headache and I truly felt inconvenienced at the front desk for several hours. I worried about getting charged for meals, I worried about my meal credits, and I worried about suddenly having to change rooms.

 

[edk35]

I just returned from a 7-night trip to AKV. I called a few days prior to the trip to add the DDP for 6 nights. My reservation was already 2 linked reservations because I had added a few days to the beginning of my trip.

I called MS twice to add the DDP. The first time, I was told I'd have to risk losing my reservation because they'd have to rebook everything. The CM was not particularly nice or helpful. I ended that call quickly and then called back. The next CM was knowledgeable and was able to add the DDP to a portion of my trip. I was looking at my reservation on-line and saw that it got split into three reservations after the CM added the DDP. I was assured that I would not have to move rooms, but that I would have to get a new key on Thursday morning (the day the DDP ended) in order to stay in the same room.

Once at AKV, things got a little wonky. It looked like I received 7 nights of dining credits and I told them I should only have 6. I asked when the credits would expire (should be Thursday, but wanted to confirm) and they told me Friday. I said that was incorrect but they said that's what the computer said. At once point, the number of credits "reset" and went back to the original allotment. I went to the front desk and they had no idea what was happening. I was charged for a TS, when it should have gone against the DDP and my credits were doubled. The mgr tried to sort things out and decided that the best thing to do was to rebook the entire reservation. It did not fix a thing! I went back down to see what happened and they had no info for me b/c the mgr was on break. I received a print out of my dining credits (used/remaining) and was again told that the credits would expire on Friday. They asked for my phone number so they could contact me and give me an update. I never received an update.

On Friday, my check out day, I didn't receive a print out of my room charges so I had to go to the front desk. I checked it over and noticed that I was still charged for a TS meal. I argued that I had the DDP and should not be charged. They didn't believe me and showed me their "research" about how the meal was originally charged to the DDP and then the credits were returned so they billed my room. They said that I must have asked them to do this. Or I ran out of credits. I was really upset about this so I went through the whole saga. Finally, the original mgr came out and reversed the charge. She told me that they expected issues with the all the changes, but my reservation was the first she had encountered.

I had saved some QS and Snack credits to use on Friday, since I was told they would be valid until then. I was out of luck! The credits did expire on Thursday, as they should have. However, I was really surprised and upset about this since I was told all along that they would expire on Friday. Since I had already wasted several hours at the front desk, and because I knew I would lose my cool, I did not go back to the front desk to complain. I still plan to complain about this, but am still just too upset.

If I could do it all over again, I would have skipped the DDP entirely! This was such a headache and I truly felt inconvenienced at the front desk for several hours. I worried about getting charged for meals, I worried about my meal credits, and I worried about suddenly having to change rooms.

This is the VERY reason we will not even try this in Jan. GOOD GRIEF!! I am sorry this happened to you!!!

 

[lisaviolet]

I now have clear communication via email from Member Services.

I didn't get an answer about losing the reservation while you were attempting to change the set up for partial DDP (but I'm going to ask again). However, I did get clear information about the checking in and out issue. Partial success and I'm very happy about that. I ADORE clear communication.

At first, they thought - actually they were told - they could do this and have everything linked and the system would be up and running instantly for all departments. But then the IT department (so many icons to insert here. Laughing) realized that the front desks of the DVC were not able to see the reservation in the same way as MS. Ie. It appeared as two separate reservations - hence problems with checking in and out.

So - right now - for any reservation prior to January 1st that is changed for partial DDP - if you make the change there is no guarantee that you will not be asked to check out and back in.

But for all reservations after the beginning of the year - resorts will be using the new computer system and no one will have to check in and out with a partial DDP.

 

[lisaviolet]

justwinnie - I'm so sorry about your vacation. That must have been so incredibly frustrating.

Thank you so much for typing it all out. I was trying to work out my vacation. I learned from it. I will do all DDP or none since by reservation is late December. I will not take that chance.

And I'm in a BWV BW view at Christmas. I'm laughing because there is no way in _____ that I'm taking a chance at losing that for a dining plan.

 

[edk35]

I now have clear communication via email from Member Services.

I didn't get an answer about losing the reservation while you were attempting to change the set up for partial DDP (but I'm going to ask again). However, I did get clear information about the checking in and out issue. Partial success and I'm very happy about that. I ADORE clear communication.

At first, they thought - actually they were told - they could do this and have everything linked and the system would be up and running instantly for all departments. But then the IT department (so many icons to insert here. Laughing) realized that the front desks of the DVC were not able to see the reservation in the same way as MS. Ie. It appeared as two separate reservations - hence problems with checking in and out.

So - right now - for any reservation prior to January 1st that is changed for partial DDP - if you make the change there is no guarantee that you will not be asked to check out and back in.

But for all reservations after the beginning of the year - resorts will be using the new computer system and no one will have to check in and out with a partial DDP.

I am so sorry all of that happened to you. UGH

So we are going to be there for 5 nights starting on Jan. 21st.... if I call them this week to add partial dining...to those nights....do you think I will get it???

 

[joandegennaro]

I now have clear communication via email from Member Services.

I didn't get an answer about losing the reservation while you were attempting to change the set up for partial DDP (but I'm going to ask again). However, I did get clear information about the checking in and out issue. Partial success and I'm very happy about that. I ADORE clear communication.

At first, they thought - actually they were told - they could do this and have everything linked and the system would be up and running instantly for all departments. But then the IT department (so many icons to insert here. Laughing) realized that the front desks of the DVC were not able to see the reservation in the same way as MS. Ie. It appeared as two separate reservations - hence problems with checking in and out.

So - right now - for any reservation prior to January 1st that is changed for partial DDP - if you make the change there is no guarantee that you will not be asked to check out and back in.

But for all reservations after the beginning of the year - resorts will be using the new computer system and no one will have to check in and out with a partial DDP.

Interesting...I just reworked my March'11 trip and was told I would have to check in for each segment of my stay but was told I would not have to worry that I would have to move.

 

[lisaviolet]

I am so sorry all of that happened to you. UGH

But nothing happened to ME. ????? Besides my head hurting trying to digest all these different answers.

So we are going to be there for 5 nights starting on Jan. 21st.... if I call them this week to add partial dining...to those nights....do you think I will get it???

Oh Lord - one would hope.

But remember - in my written email they did not answer the chances of losing your reservation (even though there have been stories of it all working out). And they knew my reservation was already coincidentally segmented (a friend's and mine together) - even though I asked about all the other DVCers having existing reservations segmented and some being told no. I've put in another email asking again about "regular" existing reservations being done without jeopardy.

If I were you - I would email your request in - tell them why you're emailing - because of a myriad of answers on this topic/change and that you know some DVCers have had existing reservations done. And if they do it I would hope they could call you for the CC info for your beautiful, lovely glorious partial DDP. Tell them it's become a PT job.

 

[Sammie]

I agree until they have had time to sort through all the glitches I am not risking the hassle.

justwinnie, be sure to let member satisfaction team know about this.

 

[lisaviolet]

Interesting...I just reworked my March'11 trip and was told I would have to check in for each segment of my stay but was told I would not have to worry that I would have to move.

Here it is Joan - the purple can be ignored - because it's about my specifics.

Part of the response from Member Services:

For reservation with an arrival date of January 1, 2011 and beyond, you will be able to keep both reservations linked together and only add the Disney Dining Plan for the first 5 nights. You would not have to check out and check back in and you will be able to remain in the same room for the entire time. We were originally told that this option would take place immediately but our IT Department realized that the resorts do not see the reservations this way until they are brought online to the new system.