MS Wrong Name on DVC Reservation

[Lesli54]

A few months ago, we decided to add a day to our trip the first week of January. The original trip was booked through DVC member services and since I still had points, of course, I called to see about adding another day. We needed to accomodate 7 people and with it being the first of the year found that the only thing available was a GV at BLT. We decided to take it and it was added on to our original reservation.......kind of.

Mind you, the original reservation and the add on was called in by me, a DVC member. Plus when asked for the guests staying, I mentioned my name first and my kids last which is normal. Then the emails before the trip started coming that welcome you home and want you to check-in online. I got emails under my name (due to the original reservation) AND I got emails under my adult daughters name. At first I thought that maybe they were sending out to all in the party with different last names, but that was not the case. Plus, DVC has only my email on file and it didn't make sense that they would put her name on my email.

I went to check in online for BLT and noticed that the reservation looked like it was under my daughters name. Strange, I thought. I did not proceed with check-in and instead called MS to confirm who the reservation was under. I guess, I figured that since I called in to make the reservation and all information was the same as the original, that all reservations would book under my name. MS looked and told me that everything was ok, all the party members were on the list and I should have no problem checking in, that it didn't matter if it appears the reservation was under my daughters name, I am the DVC member and it would be ok. I should have called and talked to someone else. Later went ahead and checked in online.

Needless to say, that checking into BLT once we arrived took a long time. I did explain that the reservation could be under one of two names (just wasn't sure). The only reservation in the system under my name was the original one and nothing for me at BLT. They, of course, had to look under my daughters name to find the reservation. You would think that wouldn't take long, but it did. The cast member at the desk was very pleasant through the whole process and I can't fault him for the lengthy process. No this lied with MS.

I do not understand why if a DVC member booked a reservation for themselves and is on the guest list, MS would put the reservation under another persons name. When MS pulled everything up in the system, they could easily see the first reservation (they commented on it when I called), so what changed to make it different with the added day?

We did have a good time on our trip and this was just a small blip. However, it really does go far in customer service to make sure that the correct name is on the reservation, which as a DVC member, I don't think is too much to ask when we are booking for ourselves.

 

[drusba]

I do not understand why if a DVC member booked a reservation for themselves and is on the guest list, MS would put the reservation under another persons name.

It was an error most likely caused by the CM who took the reservation. MS can vouch for its employees being able to answer the phone but as to competency during the call after answering the phone, there are no assurances as has been often demonstrated.

 

[Deb & Bill]

When we stayed in a GV in June, we had a lot of problems with the names. I sent MS an e-mail with all the names on them and it helped.

 

[Sammie]

It is not an error caused by the CM taking the reservation, it is a computer situation with MS.

They are aware of the problem, I talked for some time after our trip with Member Satisfaction because it happened to us. They are trying to fix it. Best short explanation is that when the reservations downloads from MS to the resort, the names are getting rearranged.

And that it seems to be happening more frequently to reservations that have had any changes made to the original.

Lesli54, any chance your daughter's name comes alphabetically before yours by first name? That seemed to be what happened with ours.

 

[Dean]

It would have been better not to check in online, I'm sure this caused much of the aggravation.

 

[disneynutz]

It is not an error caused by the CM taking the reservation, it is a computer situation with MS.

They are aware of the problem, I talked for some time after our trip with Member Satisfaction because it happened to us. They are trying to fix it. Best short explanation is that when the reservations downloads from MS to the resort, the names are getting rearranged.

And that it seems to be happening more frequently to reservations that have had any changes made to the original.

Lesli54, any chance your daughter's name comes alphabetically before yours by first name? That seemed to be what happened with ours.

This has also happened to us and the info that I was given is the same that Sammie has. The error is between the Lilo booking system that Disney uses and the Wishes system that DVC uses. The names can get messed up, the reservation number might change, and the resort might not be able to print KTTW cards for everyone in your party without canceling your reservation and re-booking.

This has been going on for several months and as reported, any change or modification to the original reservation, even making a room request, can trigger the problem.

Bill

 

[Kinley'sMom]

We had the same problem at WVL last July. I had reserved 2 villas with my points for my family and our friends. When we arrived EVERYTHING was in our friend's name from the villa to the parking passes! The worst was when my FIL called and was told by the front desk that my family were not guests at the resort! We were told by WL that it was a glitch in the system. I also had made several changes to the original reservation and I did online checkin.

 

[Sammie]

We had the same problem at WVL last July. I had reserved 2 villas with my points for my family and our friends. When we arrived EVERYTHING was in our friend's name from the villa to the parking passes! The worst was when my FIL called and was told by the front desk that my family were not guests at the resort! We were told by WL that it was a glitch in the system. I also had made several changes to the original reservation and I did online checkin.

I did not do online check in and it still messed up mine. It was not a major deal just annoying that they kept calling me by my mother's name.

Plus the thank you card from Mickey and the gang that came after the trip was also in my Mother's name.

 

[bumbershoot]

In December 2010, I was the one that made all the reservations. Everything had MY name first (last name starts with B). For our first part of the stay, there were 8 of us. Me, hubby (last name starts with W), DS (B-W), my aunt (C), and my cousin and her family (all Hs).

Every single one of them was shown on the reservation at the front gate. My name wasn't on it.

And I was nearly invisible at checkin. And I was the only one whose keycard did NOT have DVC on it. Now, I'm the Associate, not the Owner (hubby), but even the 3 year old cousin had it on hers...


September 2011 I was, again, not on the list at the front gate. Everything else was fine (except they had my son listed in 3 different ways on our 3 different rooms over the course of our stay...so the big list of our total reservation showed 11 people, LOL)

I don't know what is going on with them, but it's annoying! Wish I could be the one that enters it all in, so I know that it's been entered correctly....

 

[JWG]

Our October reservation had this issue. We had 3 reservations, a one night at BWV (studio), followed by 7 nights at BWV (2BR) and 2 nights at BLT (studio). The 3 reservations were a result of adding some days at different times and some wait lists came through.

The first night (BWV studio) was in my name. The following 7 nights (BWV 2BR) were in my mom's name and the last 2 nights (BLT studio) were in my wife's name. It's as if they wanted everyone to get top billing.

It didn't bother us or matter, we had no issues checking in since all names were on the reservation - just ordered differently. We were able to get a studio at BWV that could be added to a 1BR the next day to get our 2BR without moving. So, my parents just had to pick up their KTTW cards and we were able to keep ours and use them the whole time. At BLT, I checked in no problem even though the top name was my wife's.

More interesting to us was, the day we added the 1BR to convert our studio to a 2BR we stopped at the front desk to have our keys updated a good 30-60 mintues after mousekeeping finished up in the 1BR. My parents didn't get into the room until a good 4 hours after that because it "wasn't ready".

Disney IT is far from exceptional, barely functional.

 

[Sammie]

Our October reservation had this issue. We had 3 reservations, a one night at BWV (studio), followed by 7 nights at BWV (2BR) and 2 nights at BLT (studio). The 3 reservations were a result of adding some days at different times and some wait lists came through.

The first night (BWV studio) was in my name. The following 7 nights (BWV 2BR) were in my mom's name and the last 2 nights (BLT studio) were in my wife's name. It's as if they wanted everyone to get top billing.

It didn't bother us or matter, we had no issues checking in since all names were on the reservation - just ordered differently. We were able to get a studio at BWV that could be added to a 1BR the next day to get our 2BR without moving. So, my parents just had to pick up their KTTW cards and we were able to keep ours and use them the whole time. At BLT, I checked in no problem even though the top name was my wife's.

More interesting to us was, the day we added the 1BR to convert our studio to a 2BR we stopped at the front desk to have our keys updated a good 30-60 mintues after mousekeeping finished up in the 1BR. My parents didn't get into the room until a good 4 hours after that because it "wasn't ready".

Disney IT is far from exceptional, barely functional.

I agree it really did not bother me either and finally I just gave up trying to tell them I was not my Mother.

What does concern me though, if they can not get this straight, what in the world will online booking be like.

As to top billing, that is funny, because in our group everyone got some type of mention except me, who did all the booking.

 

[NC State Tigger]

We had the same issue on our Thanksgiving trip in November. I had "pieced together" several days at BLT followed by 3 days at SSR. Also, booked 1 night at HH for our return trip. I made all the reservations--noone else in the family would know where to start even though DH, DD, DS and myself are all owners on our contracts.

I had a 2 bedroom lock off the 1st night at BLT; then we moved to a dedicated 2 bedroom for the rest of our 6 nights at BLT. ( one night of this was cash thru CRO--they were great and let us stay in the same villa even though the 6 nights were on 3 seperate reservations. I made several trips to the front desk, but I knew that I would have to and was prepared )

The lock off reservation showed up in my husbands name. The dedicated villa was in my name for some days and my adult daughter's name for others. Don't even remember what name the SSR reservation was in. When we got to HH, that one night ended up being in my son's name.

When I questioned why all the reservations were not in my name becasue I had made ALL the arrangements, I was told it was the way the "computer" did it.

 

[murphyjh]

We had the same issue on our Thanksgiving trip in November. I had "pieced together" several days at BLT followed by 3 days at SSR. Also, booked 1 night at HH for our return trip. I made all the reservations--noone else in the family would know where to start even though DH, DD, DS and myself are all owners on our contracts.

...

When I questioned why all the reservations were not in my name becasue I had made ALL the arrangements, I was told it was the way the "computer" did it.

I made four reservations for April, three of which were for our kids (all DVC owners) and grandkids. Two of the grandkids are about to turn 18, so they officially became adults on the reservations. In both cases, the 18 year olds mysteriously became the primary guests for their rooms in the Disney system. One of the new 18s has my name, and I can't find out whether it is him or me on that reservation. Our printed reservation sheet says we have 14 guests (correct) but lists only 13 names (mine is listed once, even though "I" appear in two rooms. I don't like being treated this way.

Another, possibly related, gripe is the new system of using a single "Plan" reservation number for numerous related rooms. This has made it much more complicated to get MS CMs to make linking or other changes to reservations correctly. Another potential problem is that I suspect that the "Plan" will assign us to nearby rooms; we would prefer a lot of separation.

 

[disneynutz]

Another, possibly related, gripe is the new system of using a single "Plan" reservation number for numerous related rooms. This has made it much more complicated to get MS CMs to make linking or other changes to reservations correctly. Another potential problem is that I suspect that the "Plan" will assign us to nearby rooms; we would prefer a lot of separation.

The Travel Plan number assignment was a Lilo Disney system upgrade for cash guests and since DVC uses much of the Disney systems, they were forced to adopt it.

Bill

 

[rellabee]

We had a similar issue for a trip scheduled for the end of January. My Magical Express tags/passes arrived for a trip that is supposed to include me, my husband, and daughter. The tags that arrived have me, my mother, and a person that may or may not be my daughter (right first name, wrong last name).

 

[Lesli54]

Lesli54, any chance your daughter's name comes alphabetically before yours by first name? That seemed to be what happened with ours.

Never thought of it that way, but yes her name is before mine alphabetically.

It would have been better not to check in online, I'm sure this caused much of the aggravation.

Not sure if it made any difference since they couldn't locate the reservation under my name to begin with, but I probably should have skipped online check in since I knew there might be a problem.

And I was nearly invisible at checkin. And I was the only one whose keycard did NOT have DVC on it. Now, I'm the Associate, not the Owner (hubby), but even the 3 year old cousin had it on hers...

Once checked into BLT, we all were on the KTTW cards with DVC mention, but when I checked into OKW for the next leg of our trip, our KTTW cards came up listing everyone as DVC but me and I am an owner. Definitely some glitches in the system.

When I questioned why all the reservations were not in my name becasue I had made ALL the arrangements, I was told it was the way the "computer" did it.

Unfortunately, that really shouldn't be the answer. Although it does sound like they have issues with the system, it forces the CM's to basically say there is nothing they can do about it when a guest notices the errors, thus "appearing" to be poorer customer service.

This is actually the first time that we experienced this issue and we have gone many times with many split stays, some planned in one call to MS and others planned with a number of changes to original reservation. In fact, our trip last June was very hassle-free. I didn't let this ruin my vacation a few weeks ago in any way, but have to admit that it was the first of a few things we noticed in customer relations quality this time around.

 

[Lesli54]

We had a similar issue for a trip scheduled for the end of January. My Magical Express tags/passes arrived for a trip that is supposed to include me, my husband, and daughter. The tags that arrived have me, my mother, and a person that may or may not be my daughter (right first name, wrong last name).

Our tags came in my daughters name as well. Just goes to that appearance in customer service again.

 

[Dean]

Not sure if it made any difference since they couldn't locate the reservation under my name to begin with, but I probably should have skipped online check in since I knew there might be a problem.

I'm sure having already checked in the other person, reversing it to your name was added work, time and aggravation. How much, not sure.

 

[CrazyDuck]

Similar situation happened on our last trip to VGC... The whole reservation ended up under my step fathers last name. It wouldn't have been so bad except that they got to the hotel before we did and the gate nazi wouldn't let them through the gate because they told the gate nazi that the reservation was under my name which of course they couldn't find. To add salt to the wounds they kept referring to me as Mr. Garcia the whole week. It didn't piss me off that they made a mistake... It pissed me off that they didn't correct it...

On future trips I don't give them any names of my guests... I tell them that I will give them the names when we check in at the front desk.

 

[AnnaS]

We had the same name problem with our last October reservation. We had three studios booked. (one came through after a waitlist). I made the reservation two studios one for myself and dh and one for son and his fiance (one for fiance's parents at SSR at first). The whole reservation we found out later was under the fiance's name. I checked in on-line before arriving. When we get to the resort - we were not checked in, yet the fiance's parents were. We also received a nice thank you card after we got home addressed to my son and there was a minor issue with the bill - my son charged, on his bill under my dh's name. We actually found the whole thing funny.

I now need to call DCL - my son's girlfriend is Toni - they must have assumed it's a Mr. because that is how I just saw the email confirmation.