Name mess up on our reservation

[DVC Jen]

Our trip was in May - 6 nights in a one bedroom at OKW following a 5 night cruise on the Magic.

When we went to check in at OKW my name (co-owner with my DH on our contract) was not on our reservation. It was not even in my DH's name. Somehow the reservation was placed under our DDs name!!!!! She is an adult but she is NOT listed as an owner on our contract.

It wasn't a big deal - and they took care of it at the front desk when we checked it. It just kind of shocked me that they would do something like that. I am the one who made the reservation - and had them put it under my name.

All of the posts with issues with MS and points made me remember this - thought I would mention it and see if it has happened to anyone else.

 

[Kidanifan08]

On our most recent visit, we did a split stay. Our first resort (AKV) had my name on the reservation. Our second resort (BLT) had my 15 yo nephew's name on that reservation! It was no big deal, and we knew about it going in, since the DME paperwork came to our address in his name as well. The funny part is that I received an online survey from Disney the week after our stay and it was addressed to my nephew.

 

[DebbieB]

Our trip was in May - 6 nights in a one bedroom at OKW following a 5 night cruise on the Magic.

When we went to check in at OKW my name (co-owner with my DH on our contract) was not on our reservation. It was not even in my DH's name. Somehow the reservation was placed under our DDs name!!!!! She is an adult but she is NOT listed as an owner on our contract.

It wasn't a big deal - and they took care of it at the front desk when we checked it. It just kind of shocked me that they would do something like that. I am the one who made the reservation - and had them put it under my name.

All of the posts with issues with MS and points made me remember this - thought I would mention it and see if it has happened to anyone else.

I read somewhere that there have been computer glitches with names, it may not have been intentional.

 

[bobbiwoz]

It happened to me a few tines, but the most complete mixup was in Septenber, when the reservation was put in my frend's name, and there were 4 of us on the room, and we each checked in at different times.

My DSon was staying at Kidani, and we have the same last name, so first the CM told me that my reservation was at Kidani! I told the CM that they were checking out that day and I had a value 2 bedroom reserved. Eventually my reservation was found, but right up to the end of that stay, it was very confusing. Even ME for the trip home didn't come on the door, & again, the CM could only find info using my DF's last name.

I did contact MS and the problem was explained to me as a computer error that put her name first, though she was the last of my friends to be added to the reservation.

I really thought this wouldn't still be happening, but apparently, it still is.

 

[disneynutz]

We have also had it happen to us. MS told me that if they try to fix it prior to check in, they may screw up the reservation. Once at check in I wasn't listed as primary and they could not print me a key card. They had to cancel the reservation and create a new one to get me a room key.

Bill

 

[DVC Jen]

It wasn't really a big deal to us either - just kind of surprised me. I wasn't expecting that. It was fixed when we got there.

Just seems like more and more things like this are happening and makes me a bit leery about-what is next.. ya know?

Human error happens - we all do it. Computers have glitches - but MS really needs to address those computer glitches before it causes a real hassle for someone and isn't just a slight "huh?" moment like it was for us.

 

[VrBchJ]

This happened to me at AKV last month. The guard at the guard shack didn't have my reservation. At the front desk they couldn't find it either. I was having heart palpitations! Finally they found the reservation under the name of the friend who was traveling with me. The parking permit was in her name not mine. I have since looked at all my upcoming reservations and of my 8 reservations I'm lead on only one. I was going to ask MS to change it so I'm lead but if there's any chance I'd lose my ressies I'll just leave well enough alone.

 

[nordkin]

Samething happened to us at AKV in March. It wasn't a big deal because our DD is 27 and was staying in the same room as us for the entire stay. I never did get a reasonable answer as to how this happened.

 

[VLee]

I agree, it is confusing and frustrating. On our recent visit, although I was listed as the primary, they put another adult's name as "lead" on the room. We had adults (3 different names). They also had put the car permit in another person's name.

When we switched over to another resort, the same thing happened. I had actually checked before the other adults checked in to make sure the room was listed in their name and supposedly they changed it; however, when my guests arrived, they had to call me because their names could not be found.

The big mix-up was at AKL Club this spring, when I had made a reservation for myself and a renter. My reservation, and all my dining reservations were under the renter's name. And I had tried to clear up the room names three times before arrival.

Club level told me the dining reservations could not be changed without canceling and rebooking, so just to report under the other name. (No dining plan involved, but did use my TIW)

 

[TinkGirl]

At our second resort a few weeks ago our BLT parking pass was under my son's name. he thought it was pretty cool.

 

[karrit2000]

Our trip was in May - 6 nights in a one bedroom at OKW following a 5 night cruise on the Magic.

When we went to check in at OKW my name (co-owner with my DH on our contract) was not on our reservation. It was not even in my DH's name. Somehow the reservation was placed under our DDs name!!!!! She is an adult but she is NOT listed as an owner on our contract.

It wasn't a big deal - and they took care of it at the front desk when we checked it. It just kind of shocked me that they would do something like that. I am the one who made the reservation - and had them put it under my name.

All of the posts with issues with MS and points made me remember this - thought I would mention it and see if it has happened to anyone else.

This happened to me a couple of years ago @ SSR. I added a couple of friends to my reservation a week or so before I arrived. I used the Online Check-in service & when I got there they couldn't find my reservation. Someone at the resort for some reason cancelled the reservation under my name & put it under my friend's names put my points in a holding account. They totally messed everything up. Make sure you check out all your points to be sure they haven't messed them up & put points in Holding on your membership.

I had a similar situation occur last year with my points after my F & W trip to BWV. Fortunately MS was able to move my points out of holding back where they belonged after they saw that someone at the resort had been making bizarre changes. Make sure you verify everything with your points both before & after your trip.

 

[DVC Jen]

Well it happened to us again! I called Disney Dining today about the candlelight processional dinner package and found out our reservation was under our other DDs name ( in May it was under our oldest DDs name). She is 19 and NOT listed on our contract.

So I called MS and asked them to change it as long as it didn't risk us losing our reservation. Talked to a really nice guy who made the change. Then I asked if it could please be passed on that this is happening and needs to be fixed. He said he would pass the information on to IT as well as the supervisors and hopefully it will be fixed soon since it is a glitch in the computer system.

I think I will also write to DVC and let them know this is happening. Luckily for us it hasn't caused an issue - but I can see how it would for someone else. This needs to be corrected soon before it does cause a problem for someone else.

 

[DVC Jen]

Well that was fast. I sent the email immediately after posting the above and just now got this message back via email...

Hello Jennifer,

Thank you for contacting DISNEY VACATION CLUB®.

We appreciate your concern and apologize for any inconvenience. The challenge you are facing with the primary Guest name changing randomly has been brought to the attention of our IT Partners. They are working on identifying the cause so that they can correct this challenge as quickly as possible. We do appreciate your continued patience as we hope to have this resolved soon.

In the meantime, if you should need any further assistance we invite you to contact Member Services at 800-********. Member Services is currently available 7 days a week, 9:00 AM – 5:30 PM ET. Starting on July 1, 2012, Member Services will extend our operating hours Monday – Friday to 9:00 AM – 7:30 PM ET and Saturday – Sunday 9:00 AM – 5:30 PM ET.

Thank you again for your message.

Please let us know if we can be of any further assistance.

Sincerely,

Alanna

Member Services | Online Communications
DISNEY VACATION CLUB


At least they know about it - now let's see how long it takes them to fix it!

 

[cvjw]

I posted about this a few weeks ago, but bad things can happen when MS tries to fix the names on a reservation. A few days before our BLT stay, I could not get online check-in to work - it kept saying that I had to be 18 years old to use online check-in. A call to MS confirmed that one of my kids was listed as the primary on the reservation. During the ensuing phone call to change the reservation to having myself as the primary, my reservation and the 402 points that were used to make the reservation were gone - just a few days before we were to check in. The CM said it was just a "computer glitch". So be careful when you call MS, you can end up with something much worse than having the reservation under a wrong name.

All worked out in the end with my reservation, and the points showed up in my account a few weeks later. I am much more leary of asking MS to fix any small problems with my account now.

 

[bumbershoot]

Our first DVC reservation at WDW was in December of 2010. As we pulled into OKW, my name (first on the reservation AND the one that booked everything, though I am "only" the associate on DH's account, oh, and we have different last names) was not on the list at the guard shack.

I think we found it under DH's last name. My cousins and aunt had pulled in first, and had given their last name, and it was found under theirs (we were all in a 2 bedroom, just the one reservation).

When we got our keycards, they did have me in the reservation, but when they printed the cards everyone *but me* had DVC Member on it. Even the 3 year old cousin. But not me, the one that made the reservations.

During that stay, and during the stay in September 2011, we had multiple reservations as we are resort-hoppers. And each time we never knew whose name would be at the shack, or first on the reservation.

In September, at one point the list of people staying in the 2 bedroom equaled 11, since they had listed our son in THREE different ways. How exactly do they put 11 into a 2 bedroom, one wonders? I finally gave up fixing it once the number reached 11; I'd tried to change it two times before, and each time it was adding a different variation of my son's name, LOL.

At the resort, though, it was fine.

So this has been going on for awhile, that's for sure!

 

[DVC Jen]

I was worried about that same thing happening so I told him DO NOT mess with it if there is any chance we could lose the reservation. He told me he was going to remove my 2 DDs and my DH from the reservation so it would be in my name - then add them back on.

After he did so he confirmed it was still there. I went back to my email confirmation I got when I initially made the reservation and clicked on the link - it came up fine.

I also went to the DVCmember site and looked for my vacations and it was there as well.

Hopefully it stays there or believe me - heads will be ROLLING! This is a Christmas reservation - at VWL 22-29th. I do NOT want to lose it.

 

[bobbiwoz]

This happened to me at AKV last month. The guard at the guard shack didn't have my reservation. At the front desk they couldn't find it either. I was having heart palpitations! Finally they found the reservation under the name of the friend who was traveling with me. The parking permit was in her name not mine. I have since looked at all my upcoming reservations and of my 8 reservations I'm lead on only one. I was going to ask MS to change it so I'm lead but if there's any chance I'd lose my ressies I'll just leave well enough alone.

When I was checking into BLT in January, that happened to me! The parking permit and the reservation turned out to be in DSis name.

 

[supersuperwendy]

This happened to us last week at VWL... it was in my dad's name. BLT was mine..then VWL my dad, then SSR mine again. It made sending our luggage a bit confusing to bell services. Going from my name to his..back to mine. ugh

 

[dbs1228]

Happened to us in Feb. everything was in my aunts name and she was not even arriving for several days later. They could not even find our check-in packet since i did on line check in because it was filed under my aunts name! Gets worse I booked and paid for the segway tour at Epcot for 4 people including my aunt ,my credit card paid for it all and 3 people were under my last name, aunt canceled (I called with name change) when we arrived reservations were in her last name and my name was missing completely, it had 3 people listed all wrong names and said 4 people! Major IT/res agent issues!

 

[DVC Jen]

Happened to us in Feb. everything was in my aunts name and she was not even arriving for several days later. They could not even find our check-in packet since i did on line check in because it was filed under my aunts name! Gets worse I booked and paid for the segway tour at Epcot for 4 people including my aunt ,my credit card paid for it all and 3 people were under my last name, aunt canceled (I called with name change) when we arrived reservations were in her last name and my name was missing completely, it had 3 people listed all wrong names and said 4 people! Major IT/res agent issues!

That is completely inexcusable! I mean seriously - how hard is it to get competent people to design the software?