My points are messed up and MS doesn't know why! **UPDATE**

sloneta

Mouseketeer
Joined
Oct 16, 1999
Messages
176
I called MS today to bank my remaining 162 2003 UY points into 2004. When I got the MS person she said that I only had 62 points that could be banked, and that I have 100 points in a holding account.

I have kept very detailed records and by no means should I have any points in holding. She put me on hold to talk to a supervisor, came back and told me that she needs to call the BCV front desk as they are the ones who "moved" these points.

Correct me if I am wrong, but I thought that only MS could move and allocate points from a reservation?

I am still on hold, but I am not happy at all.
 
If you ask them, they will fax you a "statement" maybe that will help you see what they did.

Good luck and keep us posted
Sandy
 
A few years ago I thought I'd try making some reservations and do some banking via email. Needless to say, my points got completely messed.

I called and spoke with a supervisor who eventually fixed everything to my satisfaction. I also keep meticulous records and the fact that I could document all past activity helped my case immensely.

Before we could get everything fixed, they printed an account activity report from day 1 (1995!) and sent it to me. We then went over everything on the phone together.

Please let us know how this turns out for you. Good luck!
 
Did you make any calls just to check on availability? Someone posted earlier this week that they called to check on dates and MS went ahead and booked it! And then said if they wanted to cancel they would go into holding since the dates were in August. But they never said to book it, they were just checking. Don't know how that turned out.
 

A statement isn't going to do any good right now.

Whatever happened to my account was done by a BCV front desk CM. The 100 points in question were never allocated to a reservation. But, somehow, the CM was able to access those points that were not ever used to make a reservation and "cancel" that reservation with those 100 points to end up putting them in a holding account. Apparently this CM "modified" my reservation without me ever calling the resort or MS.

How does this happen?
 
The supervisor, who was not all that helpful, is waiting to talk to a manager at BCV before she corrects this.

(BTW, I had not called to check on availability anywhere, and apparently this "change" was made 6 days prior to my arrival in May.)

I still want to know how it is that a resort CM was able to arbitrarily access my points. Does anyone else know how this is possible?
 
Well, the MS supervisor called me back after speaking with the BCV manager, and it is now fixed. The 100 points were returned to normal status and have been banked.

Now, as for what happened, this is what I understand. On May 4 (prior to my May 10 arrival) the CM (I assume the room assigner based on what happened) changed my dedicated 2BR reservation from a DQ to a DC. I believe that this means I went from a dedicated with 2 queen beds in the second bedroom to one with a queen and a sofa bed. This would be consistent with what actually happened because I had called MS months before the trip to ask which type of dedicated 2BR we had and was told the one with 2 queen beds; however, when we arrived we had one with a bed and a sofa bed.

When they make this type of reservation change, they essentially have to cancel and then re-book the reservation. In the process of re-booking the CM was sloppy and took points from the wrong place and then had to cancel what he had done and the points went into holding.

I realize that this situation may not happen very often - maybe someone getting upgraded from standard view to preferred view or a lock-off to a dedicated unit, or as here a 2 queen to a queen and sofa. However, I still am not pleased that this happened for several reasons.

One, it is my understanding that when you book one of these types of rooms that you are specifically supposed to get that type of room. Although the supervisor kept saying the CM "upgraded" us, it was actually a downgrade because of the composition of our party members. I had originally not wanted anyone to have to sleep in a sofa bed.

Two, there is no "check" to make sure that when a CM does this that it is done correctly and points are how they should be. MS is not notified that points have been reallocated. Had I not called I could very well have lost these 100 points.

The supervisor agreed that this is a problem and has spoken to Jackie Leuders about it already. I am also going to write Jackie a letter tonight.

I do feel it is important for members to know that there are situations where our points are accessed without our knowledge and without us requesting that this be done. So, to anyone who gets a free "upgrade" you may want to make sure you follow up with MS so that no mistakes are made in the process.

tara
 
You are correct. This should not have happened.

I'm glad everything worked out in the end.:D
 
I am glad everything worked out okay for you. I know that the resort CM's do have access to points because I decided to move from a 1 bedroom to a 2 bedroom once and the resort CM was able to borrow my points for me and told me how many I had.

I am curious about something though? Did your confirmation say that you had a 2 Bedroom Dedicated/2Q reserved? I would have been pretty upset if I reserved a 2 Bedroom with 2 Queens and got there and found out I didn't have one! I would have been pulling out my confirmation sheet and saying "look right here"!
 
Terry, I made the original reservation before they created the separate booking codes for the different types of dedicated 2BR units at the BCV. My confirmation was for a dedicated 2BR. That is why I had called MS once the separate booking codes had been established, to see which type of dedicated 2BR my reservation was for. MS confirmed I had the 2 queen type.

Based on what happened with the room assignment process, I believe my reservation was for the 2 queen room. However, the room assigner chose to change that when assigning my unit.

As for resort CMs having access to your points, in your case you requested the change be made and you actually requested a transaction that would require a different amount of points be used. When the room assigner does what happened in my situation, the account access is somewhat arbitrary. There is no request on the part of the member and no knowledge this has happened. The MS supervisor was also unaware that this type of access to the account was done at the resort level. Ideally, they should be able to just change the room type in the ressie and not have to touch the points in the member's account. Particularly where the points required do not change.

I do intend to address this in my letter to Jackie Leuders as I was under the impression that booking a specific type of dedicated 2BR unit at the BCV was a guarantee.
 
I have had them "touch" my points when I extended my stay so I guess we still want them to be able to get to the points, but....
 
CarolA, I do think that in situations such as yours and Terry's, there is a difference. You requested a transaction and you were aware of what should happen with your points. Also, the transaction you requested required a change in status of your points.

What happens in situations such as mine is completely behind the scenes. I did not request a room type change, and the change they made on their own was for the exact same number of points.

In my letter to Jackie I did not suggest that resort CMs should not have any access to points; however, I did suggest that there needs to be a procedure in place where the amount of points before and after such a change must be verified.
 
Originally posted by sloneta
I do intend to address this in my letter to Jackie Leuders as I was under the impression that booking a specific type of dedicated 2BR unit at the BCV was a guarantee. [/B]

It's possible the only reason they made the change is because they knew they wouldn't have a 2Q room to give you. I would certainly hope that if they are booking 2Q vs. Q/SS separately, that the only reason you would get switched from one to the other would be if at room assignment or checking, there is no availability for the room type you booked. This could be because they overbooked the rooms (via CRO, etc - it happens with BWV Standard view occationally) or because someone decided to extend their stay. Considering the trouble it caused (even, apparently, for the Room Assigner when he was reassigning the room), I doubt it's something they do willy-nilly when they don't have to.

Mur!
 

















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