MS slow to respond (merge reservations)

[MiaSRN62]

Is anyone experiencing a very slow MS response to a request? For me---it's been 6-7 business days and all I am asking via the Member site email is for my two reservations to be merged into one. I have an Oct 28-30 that originally had two different resorts and now they are the same resort but showing as two different reservation numbers. Problem is.....I want to do another waitlist, but because they have the room stay split as TWO different reservation numbers, I lose an option to have another waitlist I want because I need to waitlist on each number/room instead of on one if they were combined. I called but the message states if you are not due to arrive in the next 7 days please call back. TWO emails went out in the last 8 days. Still not merged. This same situation happened in Sept with another waitlist that came through. I had to call a week later when I noticed we had a 5 night stay at Copper Creek and 4 nights had one res# and 1 night had a different res# after the waitlist came through.
In the past, MS would automatically merge if the stay was all one consecutive stay in same resort and not require a phone call or email. Now I can't even get them to reply in the past 8 days. I do realize that sadly there has been a devastating hurricane (I do live here in FL), but I just find this a pretty long time to get a merge? Just curious if anyone else is experiencing?

 

[Narcoossee11]

It will be done before you ci. This is a low priority due to all that you mentioned.
It was been 10-14 days fir MS to do task/request .

 

[peabody58]

My last merge request took 10 days before it was completed.

MS is a lot like a man. When they say they will do something they will. You don't need to keep reminding them every 6 months!

 

[MiaSRN62]

It will be done before you ci. This is a low priority due to all that you mentioned.
It was been 10-14 days fir MS to do task/request .

Ok thanks. My request was made on Sept 30th. As of 9:15 am Oct 8, no merge and my ability to have my waitlist is affected. I was just curious. FL has had many hurricanes over the years and I just didn't recall a wait this long in the past despite hurricanes hitting Florida .

Before when I called back in early Sept-----they had it merged in 5 min. I had no idea MS was 10-14 days out.....this is why I posted here to ask.

 

[MiaSRN62]

I wish MS would update the Member site to reflect such a backlog? Effective communication takes a lot of the guesswork out of the equation and the unnecessary posting on DIS

The only notification on MS I have:
<<<<Temporary Closure
Member Services, Member Administration and Member Accounting will be temporarily closed on Tuesday, October 11 at 2:30 PM Eastern Time. Member Services will reopen at 5:00 PM Eastern Time on Tuesday, October 11. Member Administration and Member Accounting will reopen on Wednesday, October 12 at 9:00 AM Eastern Time. >>>>>

AND the response I got from MS when I made the request on Sept 30th to merge:
<<<Thank you for contacting DISNEY VACATION CLUB®.
Your request is very important to us and we will make every effort to respond within the next two days.>>>>

So you can maybe understand my confusion based on past experiences in hurricanes and based on MS communication to me. Thanks all for the responses

 

[starry_solo]

I wish MS would update the Member site to reflect such a backlog? Effective communication takes a lot of the guesswork out of the equation and the unnecessary posting on DIS

The only notification on MS I have:
<<<<Temporary Closure
Member Services, Member Administration and Member Accounting will be temporarily closed on Tuesday, October 11 at 2:30 PM Eastern Time. Member Services will reopen at 5:00 PM Eastern Time on Tuesday, October 11. Member Administration and Member Accounting will reopen on Wednesday, October 12 at 9:00 AM Eastern Time. >>>>>

AND the response I got from MS when I made the request on Sept 30th to merge:
<<<Thank you for contacting DISNEY VACATION CLUB®.
Your request is very important to us and we will make every effort to respond within the next two days.>>>>

So you can maybe understand my confusion based on past experiences in hurricanes and based on MS communication to me. Thanks all for the responses

The next two days isn't what should be highlighted. It is "we will make every effort" LOL

 

[Louis morrell]

My last merge request took 10 days before it was completed.

MS is a lot like a man. When they say they will do something they will. You don't need to keep reminding them every 6 months!

Hey, I resemble that remark and I don't appreciate it . It takes time to plan things out even for the simplest tasks. That is if you want it done right.

 

[MiaSRN62]

Hey, I resemble that remark and I don't appreciate it . It takes time to plan things out even for the simplest tasks. That is if you want it done right.

Thanks for saying this! LOL

And "yes" starry_solo! They gave me false expectations. Now they will be closed Tuesday.....quite sure my merge won't be happening any time soon

 

[RichVIII]

Last merge took 10 business days. That seems to be how they are tracking now.

 

[Jgc014]

I had one that took almost three weeks back in August - I think it is just a longer process now. I had one more recently that I think was finalized right before two week mark.

 

[MiaSRN62]

I had one that took almost three weeks back in August - I think it is just a longer process now. I had one more recently that I think was finalized right before two week mark.

I recall, if MS approved a waitlist and it came through for you, the merging was just done automatically? I don't recall having to request them be merged every time a waitlist comes through? This process is inhibiting my ability to hold another waitlist. Odd? I have been a Member for 22 years.

 

[Sandisw]

I recall, if MS approved a waitlist and it came through for you, the merging was just done automatically? I don't recall having to request them be merged every time a waitlist comes through? This process is inhibiting my ability to hold another waitlist. Odd? I have been a Member for 22 years.

I just had a waitlist match in mid August for one night to match two other ones and they were not merged automatically.

I did need to request it. I do let think it has ever merged without my request

 

[MiaSRN62]

I just had a waitlist match in mid August for one night to match two other ones and they were not merged automatically.

I did need to request it. I do let think it has ever merged without my request

I feel like MS is just making more work for themselves with all these email requests?? If they just would automatically merge/link the reservations when they apply the room request? Doesn't that seem easier for everyone?

 

[SleeplessInTO]

MS used to fill my waitlist and merge it to my existing reservation. I was not a fan of that.

Can’t say I’m a big fan of how long it’s currently taking. I hope MS finds a happy middle ground between merging things without being asked to, and taking 10+ days when asked to.

 

[CarolMN]

I feel like MS is just making more work for themselves with all these email requests?? If they just would automatically merge/link the reservations when they apply the room request? Doesn't that seem easier for everyone?

If I am planning a split stay, at 11 months, I book two reservations so that I can easily modify at 7 months. I do NOT want those merged.

If the dining plans ever come back, some will NOT want reservations auto-merged.

IMO, it's better to merge upon request. However, it would sure be nice if MS would do so in a timely manner. My guess is that non-urgent requests (such as merging reservations that are still several weeks to arrival) are worked on when phone hold times are not an issue. Eventually, I expect non-urgent requests to return to a 2-3 day turnaround, like they were pre-COVID.

 

[Sandisw]

I feel like MS is just making more work for themselves with all these email requests?? If they just would automatically merge/link the reservations when they apply the room request? Doesn't that seem easier for everyone?

I prefer not having MS make decisions for me so I like it the way they do things.

Sometimes, I may decide to waitlist two resorts and don’t want it merged because I am still trying for a split stay

So, keeping it as is works for me until I make the request to merge. I would not be happy to have merges happen unless initiated by me.

 

[KAT4DISNEY]

Ok thanks. My request was made on Sept 30th. As of 9:15 am Oct 8, no merge and my ability to have my waitlist is affected. I was just curious. FL has had many hurricanes over the years and I just didn't recall a wait this long in the past despite hurricanes hitting Florida .

Before when I called back in early Sept-----they had it merged in 5 min. I had no idea MS was 10-14 days out.....this is why I posted here to ask.

This is not due to the hurricane, this is a procedural change started awhile ago where the CM's you talk to aren't allowed to merge the reservations anymore. Instead they have to submit the request to a different department. The merging is supposed to be prioritized by arrival - those coming up sooner done sooner. I'm waiting on a couple of mergers for end Oct/begin of Nov.

 

[MiaSRN62]

This is not due to the hurricane, this is a procedural change started awhile ago where the CM's you talk to aren't allowed to merge the reservations anymore. Instead they have to submit the request to a different department. The merging is supposed to be prioritized by arrival - those coming up sooner done sooner. I'm waiting on a couple of mergers for end Oct/begin of Nov.

THANK YOU Kathy! I knew something was different but I hadn't read anything formally about it? Now this is interesting.
The long delay in my merge affects my ability to waitlist and that is my issue right now. I certainly understand people might not want auto merges----but tomorrow is 10 days for me and still nothing. Maybe allow the capability for Members to self-merge? Right now I'd love another waitlist for my December trip, but because my reservation, as it stands now, is split into two separate reservation numbers, I am forced to waitlist for each separate even though it's all going to be one big stay.

 

[DduzDis]

This all makes sense now. I requested a merge via chat last week and it is still not completed. I hate that it goes to another dept now. I do wish they would give us the ability to merge. I have ADR day on Friday. It looks like it might move to Saturday with my split...

 

[KAT4DISNEY]

THANK YOU Kathy! I knew something was different but I hadn't read anything formally about it? Now this is interesting.
The long delay in my merge affects my ability to waitlist and that is my issue right now. I certainly understand people might not want auto merges----but tomorrow is 10 days for me and still nothing. Maybe allow the capability for Members to self-merge? Right now I'd love another waitlist for my December trip, but because my reservation, as it stands now, is split into two separate reservation numbers, I am forced to waitlist for each separate even though it's all going to be one big stay.

It's not the most guest service friendly decision that's for sure. If it happened within a day or two then it wouldn't be too bad but something like your scenario is definitely messed up by the delay. It was much nicer when the CM could do it right then or if they were unable to take care of it then whomever they spoke to did it right away. I've had it take a day and I've had it take 10 days so I'd hope yours is going to be done very soon!