New Wait list Procedure Problem

[Pennykay]

I have a seven night reservation for a 1 bedroom at AKV. I called today to see if concierge was available for any nights during my stay. It was available for three nights in the middle of my reservation, but not for the two first or two last nights. They would not allow me to book the three nights available, and wait list for either the first two or last two nights. My only choice was to wait list the entire reservation. This does not seem right.

Who do I contact to express my dissatisfaction with the new procedure? Thanks. Penny

 

[Claire L]

I thought with the new system you could book the available nights but any unavailable nights, if consecutive would have to be one waitlist and not individual ones for each night?

Claire

 

[PamOKW]

That is not right and I think you should ask to speak to a supervisor. It may be that's what they've told the MS CMs but it is incorrect. DVC membership allows us to book "as few as one nights". They also changed the original "new" waitlist to allow filling out a reservation.

I had a call from my newly assigned guide to introduce himself the other night (first time I've heard directly from a guide in close to 10 years). He asked "how are things going" and I expressed my concern about this new waitlist and reservation system.

 

[LisaS]

I have a seven night reservation for a 1 bedroom at AKV. I called today to see if concierge was available for any nights during my stay. It was available for three nights in the middle of my reservation, but not for the two first or two last nights. They would not allow me to book the three nights available, and wait list for either the first two or last two nights. My only choice was to wait list the entire reservation. This does not seem right.

Who do I contact to express my dissatisfaction with the new procedure? Thanks. Penny

Call back tomorrow in case someone cancels. And definitely call back right at 9am on Friday to try to grab those three nights that are available. You can call back whenever you like to book any nights that are/become available and have your WL adjusted for just those nights you still need.

 

[Pennykay]

We went around and around and she said that I could not book the three and waitlist the first or last two. I will call back. Thanks!

 

[LisaS]

I thought with the new system you could book the available nights but any unavailable nights, if consecutive would have to be one waitlist and not individual ones for each night?

Claire

If your first night is available you can book that night and any nights immediately following that are available. If your first night is not available, you cannot book any nights that are available later in the week because the reservation system doesn't allow you to book more than 11 months from check-in and that is essentially what you would be doing in that case. You can WL the entire stay on that first call and continue to call back each day to grab any nights you can and adjust your WL accordingly.

 

[LisaS]

We went around and around and she said that I could not book the three and waitlist the first or last two. I will call back. Thanks!

What the CM told you is consistent with what everyone else is being told: if you call 11 months from check in and your first night is not available, you cannot book any nights later in the week that are available. Your only option is to set up a WL. But you can continue to call each day and if the night that is 11 months away from the day you call is available you can book that and any consecutive nights up to a total of 7 nights. Your WL is then adjusted to reflect the remaining nights you need. If you end up needing nights at the start and end of your stay, you would end up with two WLs.

ETA: We really should be having this discussion on the main "new booking policy" thread!

 

[Claire L]

If your first night is available you can book that night and any nights immediately following that are available. If your first night is not available, you cannot book any nights that are available later in the week because the reservation system doesn't allow you to book more than 11 months from check-in and that is essentially what you would be doing in that case. You can WL the entire stay on that first call and continue to call back each day to grab any nights you can and adjust your WL accordingly.

Good point I forgot that it had to be that the first night was available!

Claire

 

[Pennykay]

I was not calling at my 11 month window, this was for a few months from now. All of my stay was bookable. PamOKW was correct that the CM was incorrect. I called and spoke to someone else who was able to book the available nights and waitlist me for the first two and last two nights of the reservation. So, a bit stressful and lotts of phone calls, but alls well that ends well. Thanks everyone!

 

[LisaS]

I was not calling at my 11 month window, this was for a few months from now. All of my stay was bookable. PamOKW was correct that the CM was incorrect. I called and spoke to someone else who was able to book the available nights and waitlist me for the first two and last two nights of the reservation. So, a bit stressful and lotts of phone calls, but alls well that ends well. Thanks everyone!

Ah! That makes all the difference! Yes if your dates are completely inside the 11-month window then you should be able to do what you wanted: book the 3 nights and set up two waitlists.

 

[Claire L]

I was not calling at my 11 month window, this was for a few months from now. All of my stay was bookable. PamOKW was correct that the CM was incorrect. I called and spoke to someone else who was able to book the available nights and waitlist me for the first two and last two nights of the reservation. So, a bit stressful and lotts of phone calls, but alls well that ends well. Thanks everyone!

Good to hear you called back and got the correct info and were able to book

Claire

 

[PamOKW]

Phew. I feel much better hearing that you were able to do this...I was not very happy to hear that original answer.

 

[RobDoc]

I'm glad you were finally able to get some help, but this further points out that MS does need to do a better job training the MS telephone staff. This situation caused additional phone call(s) ... plus unneccesary anguish for a member.

IMO, there is no excuse for misinformed MS reps when members are making reservation well within the rules and this situation is unchanged whether the old reservation policy or the new policy. I hope this situation is reported to Member Satisfaction.

Bad show, DVC!

 

[Pennykay]

I contacted the member satisfaction team immediately, before I had made the second call. Good on them, they actually called me within an hour. At that time I had already spoken to the second CM who had worked everything out for me. I explained what had happened to Joy, and we discussed the fact that training needs to be reviewed and improved to keep this from happening again. It did feel good that they were on the ball with getting right back to me. Penny

 

[janni518]

Glad to hear it worked out but not happy to hear it happened in the first place. I'm still a bit confused about the whole procedure and not sure I'd know enough to question what I was told, even if it was incorrect.

Is there a "Booking DVC for Dummies" book?

 

[LvsTnk]

Glad to hear it worked out but not happy to hear it happened in the first place. I'm still a bit confused about the whole procedure and not sure I'd know enough to question what I was told, even if it was incorrect.

Is there a "Booking DVC for Dummies" book?

I'd buy that book in a heartbeat!!

 

[CarolMN]

I contacted the member satisfaction team immediately, before I had made the second call. Good on them, they actually called me within an hour. At that time I had already spoken to the second CM who had worked everything out for me. I explained what had happened to Joy, and we discussed the fact that training needs to be reviewed and improved to keep this from happening again. It did feel good that they were on the ball with getting right back to me. Penny

So glad to hear you contacted Member Satisfaction right away. You probably saved another member grief and you helped to ensure that the first CM got some additional training or clarification on the policy. GOOD FOR YOU! THANKS! And happy to hear you didn't lose the available days. Hope your waitlist comes through, too.

P.S. I'm sure it's hard for some of the newer CMs to understand all the nuances. Having run large call centers in my past, I know that training is a never ending battle - people "get" things differently. Not an excuse, just a reason for managers to work hard at it!