New policy for reservations based on check IN date

[zulaya]

Good afternoon...

I just wanted to report in that I received a phone call from Sheila, who is on the Member Satisfaction team. She was calling about the letter I had written regarding my concerns about the new booking policy.

She thanked me for my feedback and said that they do want it and that the new policy change was due to members emailing and commenting at town hall meetings about how they feel like they *have* to call day by day.

She said that there is a dedicated team that is watching this policy, how it plays out, what the feedback is from the membership, being in touch with management, etc.

She asked if I had any other comments other than what was in my letter. I made a few more comments, reiterating my important points and that was it.

I think all the feedback about this policy has gotten their attention. My take on it is they are taking a wait and see approach to see how impactful it is ~ both negative and positive. If some tweaking of the policy is required, I got the impression that that was a definitely possibility.

Sheila did reiterate several times that they want feedback from the membership. So it you have not taken the time to send your opinion to them, please do, no matter how you feel about the new policy.

 

[dianeschlicht]

Good afternoon...

I just wanted to report in that I received a phone call from Sheila, who is on the Member Satisfaction team. She was calling about the letter I had written regarding my concerns about the new booking policy.

She thanked me for my feedback and said that they do want it and that the new policy change was due to members emailing and commenting at town hall meetings about how they feel like they *have* to call day by day.

She said that there is a dedicated team that is watching this policy, how it plays out, what the feedback is from the membership, being in touch with management, etc.

She asked if I had any other comments other than what was in my letter. I made a few more comments, reiterating my important points and that was it.

I think all the feedback about this policy has gotten their attention. My take on it is they are taking a wait and see approach to see how impactful it is ~ both negative and positive. If some tweaking of the policy is required, I got the impression that that was a definitely possibility.

Sheila did reiterate several times that they want feedback from the membership. So it you have not taken the time to send your opinion to them, please do, no matter how you feel about the new policy.

I agree with your assessment. I received another phone call today too. It was generated from the letter I sent Jim Lewis. It was again from Joy, the same person I spoke to earlier, and she left a message saying I could call her back if I felt a need to discuss anything beyond what we spoke of yesterday. I am not going to call, because I said everything I wanted to yesterday, and my letter says the rest.

So yes, I think they WILL listen. What the actions will be will depend on how it works out. I think we all... members and DVC, need to give this a bit of time and see how it plays out. If folks start trying to book spring break and Easter at the 7 month window in the reverse DBD calling manner, I think we might see some movement. I wont be making anymore big ressies until January, since I have my two big trips booked for next year, and I wont be calling now until January to book December.'09. I DO want a coupe of nights of Conceirge that trip though to use up my AKV points, so we shall see...

 

[jeankeri]

Unfortunately, it won't be until December/ January when we will see how this booking policy affects the Thanksgiving/Christmas bookings.

 

[jdg345]

There will be an exception to EVERY stop-gap measure that is put into place. Trust me--SOMEONE'S ox is going to be gouged.

The "walking reservation" seems to be the loophole that needs attention, and I think a ten day moratorium is reasonable. Yes, someone somewhere will make a reservation that--legimately--has to be changed within ten days, but I believe this will be on the far end of the bell curve when compared to the cancel-a-day/add-a-day changes that would otherwise be made en masse.

The message from MS at the initial time of booking would be "any changes made to this reservation within the next ten days would require the entire reservation to be cancelled and rebooked with inventory available at the time of the cancellation. Changes made outside of the ten day limit are allowed without any penalty." This way, if you are booking days that you know you will not be using and just plan on cancelling over the next several days you will be stuck with them for ten days while others can make their reservations for the prime dates. Now, if you have a boatload of points, you can make as many individual reservations as you want and cancel all or part after the ten day period, but that would require a LOAD of points and it would not be reasonable to consider this a wide spread issue.

But we're still continuing to complicated an already complicated system like this. And what happens when MS makes a mistake and accidently releases your room to cancel/rebook after 20 days or 3 months and you lose the reservation? In a less complicated system, there have been enough "Uh Oh, I lost my ressie" stories to go around the block.

It would just seem easier to go back to the old way of doing things. DVC has a history of messing things up the more they try to 'fix' them.

 

[jdg345]

Yes I was one that was told to call back on the 8th day. So you are just calling on the 2nd day and adding on without canceling days off the beginning or your reservation??? Did I get that right?

Correct, I was able to add an 8th, 9th, and 10th actually. I was also able to drop the 1st.

 

[DVC Grandpa]

If stringent measures are put into effect regarding cancellations there will be pitch forks and torches outside the DVC headquarters--wherever that is. The "flexibility" issue will be heard loud and clear, and those with legitimate reason to have to cancel/move days will be unjustly impacted.

I think a more reasonable modification could work: once a reservation is made you must wait 10 days before you can make any changes to it. If you try to change before ten days the entire reservation must be cancelled and rebooked with inventory available at that time.

This would, in effect, stop the "walking" reservation, which by defination has to be changed on a day by day basis. If you legimately had to change a reservation, you would just have to wait the ten days before you could do it without having to rebook the entire itinerary.

For those with the points, ten days may not be a concern. It will be for smaller point holders thus giving the advantage to larger point holders and that not right.

 

[jdg345]

For those with the points, ten days may not be a concern. It will be for smaller point holders thus giving the advantage to larger point holders and that not right.

All it does is continue to box out those will smaller point banks ... the new policy in and of and by itself already does that. Stuff like this just makes it worse.

 

[KAT4DISNEY]

I just got off a call from the member satisfaction team that was generated from my email to them last night about the new booking policy. I reiterated to them my concerns about both the new policy and in how it was handled. I also asked about why this happened and was told it was from member feedback because lots of members felt they had to book day by day.

She stated that they certainly had managements ear on this one and were very appreciative of the feedback and will be paying close attention to this issue. We discussed how different people may have purchased based on how/where/when they wished to vacation and how this could now be restrictive to that. The effect on both long stays and short stays were also brought up.

 

[snackyx]

For those with the points, ten days may not be a concern. It will be for smaller point holders thus giving the advantage to larger point holders and that not right.

The issue of an unfair advantage to those with less points, or those who prefer to book during the week and avoid weekends, is really another matter. Not to discount it, but this ten day (or 14, or 21--pick a number, as long as it is greater than 7) period is to stop the "walking or rolling" reservation problem.

I certainly understand the complaints that others have had regarding the advantage/disadvantage DVC members will have in regard to how many points they own, especially if the number of weekend check-ins go up, reducing the availability to those who check-in Sun/Mon/Tues/Wed.

 

[kimberh]

I have read this entire thread...my eyes are crossed, head is spinning. I am going to play it fairly. Walking a reservation forward is nuts. We are flexible with our schedule, most of the time. My conclusion, for the time being is: I am going to really try to book a Sun - Fri check out, on the days that I want it and see if I can get it. This will be months from now. If, and this is a big IF, I can't get it at the the 11 month check in date, then I will be forced to play this crazy game. I think it is crazy to book and cancel days that I don't need... this will take days from someone that may REALLY need them. Their whole trip may depend on booking those days. It is a courtesy to our fellow DVC member to think of others... I may even book a week early and travel at different times. If my desired room and date, is not available, then I will try the next week, who knows, maybe I will luck out. I certainly hope we get a resolution to this nightmare, soon. I am really not happy with this. If it could work, it might be a better system, but there are so many flaws with it, as it is. Good luck to each and every one of us.

 

[farmergirl]

Correct, I was able to add an 8th, 9th, and 10th actually. I was also able to drop the 1st.

Really?? 8th, 9th and 10th day all in one call ? Would you have been able to do so if you had not dropped your first day. So since I was told one thing and you did another . Is it safe to assume that some CM are just as confused about this new rule as I am...

 

[SuzanneSLO]

The issue of an unfair advantage to those with less points, or those who prefer to book during the week and avoid weekends, is really another matter. Not to discount it, but this ten day (or 14, or 21--pick a number, as long as it is greater than 7) period is to stop the "walking or rolling" reservation problem.

The current policy already hurts those who want to (or have to) book fewer than 7 nights.

Adding a ban on changes to reservations would mean that those wanting to book stays longer than 7 days are also hurt.

And if you allow additions to reservations but not cancellations, all you are doing is delaying the inevtibale release of rooms on unwanted dates. This means even more waiting for those holding WLs. So those members have to wait longer to get confirmed rooms.

I guess I am having a hard time trying to figure out which group of members is hurt by others "walking" a reservation that were not already hurt by the changed policy. With the current rule, anyone with points to make an 8 night reservation can play this game, so the playing filed is not much more uneven than the basic rule (where you need 7 nights worth of point to get first dibs).

Adding time limits on cancellation, only makes the new rule even less fair, as it starts to really reduce the number of people who will have the price of admission to play.

Are members concerned about too many phone calls to MS if walking is allowed? If so, I continue to believe that this booking policy (with or without a cancellation limit) will continue to generate lots of calls as members who were unsuccessful on one day are forced to call each day to see if any inventory has been released and if they can book any nights of their vacation before the 7 month window opens. -- Suzanne

 

[SuzanneSLO]

Really?? 8th, 9th and 10th day all in one call ? Would you have been able to do so if you had not dropped your first day. So since I was told one thing and you did another . Is it safe to assume that some CM are just as confused about this new rule as I am...

I don't think it's the CMs; I think it is the computer system. Several people reprot being told they can't book until Day 8, but then asking the CM to try and the extension is easily entered into the computer.

The computer system needs to be told that no single reservation can be more than 7 days long (and that longer reservations will require 2 reservation numbers that can then be linked). I seem to recall that CRO had this in place at one time with a maximum of 10 nights for a single reservation, but I think it was eliminated.

Even this fix to the computer only eliminates reservations longer than 7 nights, it does not eliminate the ability to walk the reservation forward. It would just mean that the 1st day would have to be cancelled before the 8th day was booked.

Just explaining, not advocating. -- Suzanne

 

[jdg345]

Really?? 8th, 9th and 10th day all in one call ? Would you have been able to do so if you had not dropped your first day. So since I was told one thing and you did another . Is it safe to assume that some CM are just as confused about this new rule as I am...

I'm sorry, not all in one call. It was like this:

Call-1: Book 7
Call-2: Add 8, Drop 1
Call-3: Add 9
Call-4: Add 10

Calls were played DBD.

And yes, it is completely safe to assume that some CM's are just as confused about this new rule as the rest of us are.

Remember, the policy isn't even a week old yet, so it's likely some CM's haven't even been to work since it was instituted and will be seeing it for the first time.

 

[jdg345]

I don't think it's the CMs; I think it is the computer system. Several people reprot being told they can't book until Day 8, but then asking the CM to try and the extension is easily entered into the computer.

The computer system needs to be told that no single reservation can be more than 7 days long (and that longer reservations will require 2 reservation numbers that can then be linked). I seem to recall that CRO had this in place at one time with a maximum of 10 nights for a single reservation, but I think it was eliminated.

Even this fix to the computer only eliminates reservations longer than 7 nights, it does not eliminate the ability to walk the reservation forward. It would just mean that the 1st day would have to be cancelled before the 8th day was booked.

Just explaining, not advocating. -- Suzanne

I understand you're just explaining, but I'd like to add that I would much rather they focus resources on an online booking system rather than trying to continue to fix and re-fix DBD calling to reduce MS phone traffic. If there were an online system, do you think people would call DBD? Or just logon and do it that way? For my money, I'm going with the latter.

I understand online booking systems are expensive, but how expensive could they be? What type of investment are we talking about? At 300,000 members, if we all chipped in an extra $10 one time, that's a $3 Million project plan. Put another way, a $.05 increase in MF's for an average 200 point contract would do it as well.

And no, I'm not advocating or even suggesting 1-Time Assessments ... Yuk.

 

[LisaS]

I guess I am having a hard time trying to figure out which group of members is hurt by others "walking" a reservation that were not already hurt by the changed policy. With the current rule, anyone with points to make an 8 night reservation can play this game, so the playing field is not much more uneven than the basic rule (where you need 7 nights worth of point to get first dibs).

If you are allowed to walk your reservation than I think that you only need enough points to book 2 nights to play the game. Let's say you want to book Sun-Thu nights. You figure you need to start by booking Fri night to get a head start but you only have enough points for 5 weeknights. That should cover 2 weekend nights so on your first call you book just Fri and Sat nights, and also Sun night if you have enough points to cover it. You call back the next day and cancel Fri night which frees up enough points to add on two weekend nights at the end. Call back the next day, cancel Sat night and add your last two weekend nights. Since you are always staying one day ahead of those who want to start their stay on the days you want to add on, I think you will be able to get those nights.

Are members concerned about too many phone calls to MS if walking is allowed? If so, I continue to believe that this booking policy (with or without a cancellation limit) will continue to generate lots of calls as members who were unsuccessful on one day are forced to call each day to see if any inventory has been released and if they can book any nights of their vacation before the 7 month window opens. -- Suzanne

I agree. Anyone who doesn't get their reservation on the first call has to call day by day until they either get their remaining days or have wait listed their entire stay. For me the concern is that if enough people decide to play the "walking" game, then I have to play too. I was OK with booking DBD because I was only booking what I intended to use. I'm less comfortable with grabbing days I don't even want just to get into the queue. And then there is the question of how early I need to start "walking" to get my reservation.

 

[mathgeek]

She thanked me for my feedback and said that they do want it and that the new policy change was due to members emailing and commenting at town hall meetings about how they feel like they *have* to call day by day.

I also received my phone call from Aubrey from the DVC Member Satisfaction team in response to the email I sent this morning (less than 5 hours later). I was given essentially this same information except also about being able to call on check-in date instead of check-out date. What was interesting is that since I had referenced reading information on an online discussion board she said "it looks like you have been reading about the new policy on the DVC website and the Disboards," so they are paying attention. I did express my same concerns as I did in my email about being able to continue being able to book the accommodations we have been accustomed to (BWV standard view studio) without having to purchase more points or sell our DVC and take our chances with CRO.

While I don't want to see a restriction on cancellations on the average "Joe".....I think MS will catch on to the abuse with obvious
"walking a reservation". There is always a few in the crowd that ruin it for everyone.
Just sayin.....we'll have to see how this plays out......this is not as cut and dry as paper and coffee mugs.
Kerri

I also mentioned the fact that I do not want to be locked out of my reservation by other members taking advantage of the system and was told that this is something they will be looking into.

I ended the call saying that I'm willing to wait and see how things go.

 

[Laurabearz]

We do enough walking at WDW I have zero desire to walk my reservation...

I can see for one of our trips how walking would help, by booking at 99 point saturday night stay, but we rarely have 99 extra points laying around to do so... So I am betting that not many other people do, and will be calling right at our window with crossed fingers...

 

[snackyx]

If you are allowed to walk your reservation than I think that you only need enough points to book 2 nights to play the game. Let's say you want to book Sun-Thu nights. You figure you need to start by booking Fri night to get a head start but you only have enough points for 5 weeknights. That should cover 2 weekend nights so on your first call you book just Fri and Sat nights, and also Sun night if you have enough points to cover it. You call back the next day and cancel Fri night which frees up enough points to add on two weekend nights at the end. Call back the next day, cancel Sat night and add your last two weekend nights. Since you are always staying one day ahead of those who want to start their stay on the days you want to add on, I think you will be able to get those nights.

You can "play" the game with only two nights worth of points, but if you are booking limited room types (AKV-C, GV) at popular times you will get outplayed by those who have enough points to book seven days out while you are only booking two days out.

Your example was if you want Sun-Thurs, start booking Fri/Sat and then cancel/book. There is a good chance that others who are playing the walking reservation game and are booking seven days out will have those Friday and Saturday nights already booked up. When you go to book that Friday you will most likely have already been shut out. Understand this most likely will not be an issue for most regular room types that are being booked at less than peak holiday times.

 

[Dean]

How do you figure that? I can only book 7 nights to begin with. I can't touch night 8 until 11 months from that day. Many other people can book the same room catagory from 1-6 days ahead of that, so there is no guarantee "my" room will still be availble then.

As at least two of us have stated, the number of such reservations are limited to the number of that type of unit available. So the reservation would have to be available for your day 8 to everyone at the same time. Someone might call in that same day ahead of you and get it but that was true each and every day with DBD bookings. The only question is how and when will they allow you to book that 8th day and beyond.

Once all is said and done I think the policy will stand, you won’t be able to call day 2 and add day 8 or drop day 1, each change to the dates will be a cancellation and new booking and thus subject to availability. The only way to get day 8 will be to call back at the 11 month window or establish a new 7 day reservation with different points and you’d be able to get a new 7 day reservation at that time taking the total to 14 days on two phone calls. I wouldn’t be sursprised if the time period was changed to 14 days with the other stipulations in mind. Once you’re inside the 11 month window, you’ll have more options.

At 300,000 members

There are no 300K members,more in the range of 120-125K.