My Brother changed my Ressie while onsite at VB!

[Scotch]

I called MS and they told me that the reservation desk was in the wrong, they should not have done that.

So did MS confirm that no office other than MS should be able to TAKE more points out of a member's account for any reservation changes? If so, maybe the others who posted stories re similar problems here should all contact MS again (as I assume you did way back when) so they can stop this practice.

 

[SleepyatDVC]

So did MS confirm that no office other than MS should be able to TAKE more points out of a member's account for any reservation changes? If so, maybe the others who posted stories re similar problems here should all contact MS again (as I assume you did way back when) so they can stop this practice.

The problem is that the resort front desk DOES have access to our points and can use them when MS is closed or unavailable. It is SUPPOSE to be accessed for the actual DVC owner/member. I myself have taken advantage of this when my weekend flight home was canceled (before MS had weekend hours) and the next available non-stop was 2 days later.

I was able to call the resort directly and book an extra 2 nights on points. It is a benefit that shouldn't be taken away but resort front desk personnel REALLY need additional training regarding point access. The ONLY way that the resort can be completely blocked from accessing DVC points would be if MS was open 24/7 - at least open for the Disney resort front desks.

 

[Rileygirl]

I think what she said was -- it was incorrect for them to allow someone who is not the actual member, change the points or have access to the membership.
She was very nice, as soon as I explained the situation, she put me on hold, and got my 12 points back without me even asking her to do so - they were very proactive about it. I wish I could remember her name...

 

[CarolMN]

The problem is that the resort front desk DOES have access to our points and can use them when MS is closed or unavailable. It is SUPPOSE to be accessed for the actual DVC owner/member. I myself have taken advantage of this when my weekend flight home was canceled (before MS had weekend hours) and the next available non-stop was 2 days later.

I was able to call the resort directly and book an extra 2 nights on points. It is a benefit that shouldn't be taken away but resort front desk personnel REALLY need additional training regarding point access. The ONLY way that the resort can be completely blocked from accessing DVC points would be if MS was open 24/7 - at least open for the Disney resort front desks.

I agree that many front desk CMs need more training regarding DVC points.

However, the front desk CMs need to know more than just how to make changes correctly. They need to know who can authorize changes and how to verify the identity of those people.

IMO, it's like a bank allowing third party access to your checking account. They need prior authorization from ME before they allow someone else to take money from my account.

 

[doconeill]

Glad it all worked out.

It sounds to me that since the points were SUPPOSED to be a wash, the front desk didn't think it was a big deal. But the WAY they changed it resulted in the 12 points in holding. Rather than shorten the reservation first to 4 days, then upgrading the view, they upgraded the view (thus increasing the number of points required), then shortened the stay (push 12 points back out, but now automatically went into holding).

Alas, as said before the front desk people need more training on what happens to points - and who should be able to do something about it.

 

[Rileygirl]

It sounds to me that since the points were SUPPOSED to be a wash, the front desk didn't think it was a big deal. But the WAY they changed it resulted in the 12 points in holding. Rather than shorten the reservation first to 4 days, then upgrading the view, they upgraded the view (thus increasing the number of points required), then shortened the stay (push 12 points back out, but now automatically went into holding).

That is EXACTLY what happened, you described it so much better then I did!
Most people will probably read your post and go "ooohhhhh, now I understand'!

Anyhow, time to let this dead horse lie....thanks for everyones wonderful support!

~A