New wait-list process designed to improve Member experience

[KAT4DISNEY]

maybe this has been brought up previously, but won't this actually increase calls to member services? If I've booked at my home resort at 11 months, and then want to switch to another resort at 7 months--I can't do that unless I call to check if the other reservation is available--can't waitlist it (because I have a back-up reservation at my home resort)--so presumably I would be calling EVERY day to see if the availability has opened up at the resort I really want to stay at that trip?

That's my thought. I'm calling it the self fulfilling waitlist b/c you have to do it yourself!

 

[bookwormde]

First not being able to wait list day by day has increased calls and now only being able to waitlist for 2 categories is going to increase calls a lot more that is why the change makes absolutely no sense, fixing the reservation system to allow easier CM input would have made a lot more sense, especially if it could add a priority level to each request and have the computer generate the fill list for the CMs to input, like you get 1 level one for any night 1 level 2 for one night and so forth and so for the then the computer checks and fills all the level 1 waitlists and moves down the line. Of course that would take a computer system from this century.

bookwormde

 

[lisareniff]

First, I hope it still lets you have an existing reservation and con't to waitlist (as in 11/7 booking). But will admit that if you read closely what is written on the website there is room in the text to include what dclfun was told. Can't wait to see what Feb. 1st brings.

New wait-list process designed to improve Member experience

Effective Feb. 1, 2009, Members may have a maximum of two active wait-list requests per Membership, per use year.

While Disney Vacation Club will continue to maintain and honor existing wait-list requests, as of Feb. 1, Members with two or more active requests will not be able to add to their wait lists until their existing requests are expired, matched, canceled or reconciled.

The updated policy is designed to improve the overall Member experience with the wait-list process by increasing available resort inventory (limiting the number of wait-list requests will free up more resort rooms for more Members, as Members will not be holding other rooms that may not be their first preference), improving overall response time (since waitlists will be shorter, Members on the list will receive confirmations more quickly) and boosting the efficiency of Member Services (Cast Members previously dedicated to the time-consuming creation and maintenance of extensive wait lists can focus on handling more calls and serving Members more efficiently.)

This change is just the latest move in a continuing effort to increase Member satisfaction, which earned a 91 percent "excellent" and "very good" rating in the 2008 Condominium Association Survey. Look for more survey highlights in the summer edition of Disney Files Magazine, scheduled to begin mailing in May.

Dis-happy, I wasn't thinking that portion of the discussion wasn't serious until you did that post. Members will be really be surprised when they find that out. I can't believe there are not more that are upset now.

Personally We don't waitlist much. We took the BWYWTS advice since we go during busy times and have 3 out of the 4 resorts we would like to stay, but this could be drastically limiting the usage of our membership.

 

[Boardwalk Tigger]

The updated policy is designed to improve the overall Member experience with the wait-list process by increasing available resort inventory (limiting the number of wait-list requests will free up more resort rooms for more Members, as Members will not be holding other rooms that may not be their first preference), improving overall response time (since waitlists will be shorter, Members on the list will receive confirmations more quickly) and boosting the efficiency of Member Services (Cast Members previously dedicated to the time-consuming creation and maintenance of extensive wait lists can focus on handling more calls and serving Members more efficiently.)

Couldn't this just refer to waitlist holds and not your original 11 month reservation? I have only waitlisted once so I am a newbie at this but I just find it hard to believe that they expect you not to have an existing reservation booked at 11 months.

 

[vicki_c]

I also e-mailed DVC about the waitlist thing to have them define what is considered "one" active waitlist -- is each day its own waitlist (if you have non-consecutive days you need), each category/size of room, etc. Their answer to me was generally lame, since they didn't really fully answer everything I was asking, but here's what they said - the general gist of it is - yes, everything is separate! (ETA: This does not at all say to me that you can't have a waitlist if you have an existing reservation -- in fact, it sounds like you definitely can, since it mentions waitlisting your "top choice" -- at least that's the way I would read it, even if it doesn't directly say that. I didn't ask that specific question).

Thank you for contacting Member Services.

As stewards of our Members, we continually evaluate our processes to
ensure we are providing the most effective offerings as well as meeting
our Members? needs. These changes allow us to help Members set
realistic expectations for their vacation planning.

Effective February 1st you will be able to have 2 active waitlists per
use year. This will allow you to waitlist your top choice of resorts and
accommodations, and assist you in planning your upcoming stay more
effectively.

In your August Use Year you will be able to have 2 active waitlists ( 2
Resorts or 2 Views or 2 type of rooms, however not more than 2 at the
same time). When a waitlist clears and we book your reservation, you may
start another set of 2 active waitlist.

 

[lisareniff]

.... (ETA: This does not at all say to me that you can't have a waitlist if you have an existing reservation -- in fact, it sounds like you definitely can, since it mentions waitlisting your "top choice" -- at least that's the way I would read it, even if it doesn't directly say that. I didn't ask that specific question).

Thanks vicki.

 

[BWV Dreamin]

I am still confused!!!!! No one has confirmed yet that we can make a reservation at the 11 mos. mark, then request a waitlist at 7 mos. for a different resort, room type, view, etc?

 

[lisareniff]

Your right, this has not been confirmed. I didn't think to ask on the phone last night. Anyone calling MS today?

 

[Paging Tom Morrow]

Hey all,

Anyone have any feedback on how WL will work at a place like BWV? If I want a 2BR, I have been generally waitlisted for PV or BV and either dedicated or lockoff. Would this count as 1, 2, or 4 WLs?

What I basically want is any 2 BR that's not a standard view, but because of the way they categorize things it's considered more????

 

[Starr W.]

All the 2br's at BWV are lock-offs

 

[lisareniff]

Hey all,

Anyone have any feedback on how WL will work at a place like BWV? If I want a 2BR, I have been generally waitlisted for PV or BV and either dedicated or lockoff. Would this count as 1, 2, or 4 WLs?

What I basically want is any 2 BR that's not a standard view, but because of the way they categorize things it's considered more????

All the 2 bedrooms at BWV are lock-off so there are three possible waitlists of which you will need to choose two;
BWV 2 bedroom Standard View
BWV 2 bedroom Preferred Garden/Pool View
BWV 2 bedroom Preferred Boardwalk View

 

[Laurabearz]

I have never heard that they were separate categories. It is possible, but in the 6 years of reading the boards have never heard any hint of this distinction. That is why it surprised me so that AKV was separating the dedicated and lock-off studios into different booking categories.

It was for Member Satisfaction


If anyone has the email address I will shoot off an email asking about waitlisting at the 7 month window if you already have a reservation.

 

[Jeremy&Susan]

Hey all,

Im not going through all 8 pages, not enough free time. So maybe this topic was covered earlier in this post.

Do you think the purpose is to make it harder for the commercial renters to be able to lock up big chunks of time and rooms?
Limiting a big point holder to two waitlists seems to be a concern to the big point person.

Not sure how a limit of two waitlists would effect 99%+ of us?

After all DVC has been on a "stop the commercial renter path" for some time now.

 

[dis-happy]

Dis-happy, I wasn't thinking that portion of the discussion wasn't serious until you did that post. Members will be really be surprised when they find that out. I can't believe there are not more that are upset now.

Personally We don't waitlist much. We took the BWYWTS advice since we go during busy times and have 3 out of the 4 resorts we would like to stay, but this could be drastically limiting the usage of our membership.

It didn't occur to me either until dclfun posted her experience. Hope it's just mis-communication on DVC's part and not an actual booking rule.

I did see one small upside to this that could help most members, and that's if commercial renters were putting in multiple w/l requests for the same high-demand weeks.

Really wish (where's that star when you need it?) that MS would post everything about a new rule step by step. It's kind of silly that multiple people have to call and share their experience and leave all this room for speculation.

I'm calling later today to add another w/l for a summer trip (out of town friends will be at wdw). Will ask specifically about existing reservations.

 

[diggit]

Being a Boardwalk owner, I called at the 11 month window to book December 27 for 1 week in a 2 bedroom Standard view. I got through to MS at 9:15am and to my surprise, there were no 2 Bedroom standard views available. I booked a preferred view and now I am waitlisted for the standard view. I have other waitlists for the spring and summer but this will not be possible in the future. So much for buying where you want to stay!

 

[dclfun]

I did check back and was told I COULD waitlist a different category or room type if I have an existing ressie but could NOT waitlist day by day anymore, so the first info I got wasn't correct. Now I'm not sure if this is accurate either but it's the last answer I got. So yes, we can book our home resort at 11 months and then wtl a non-home resort at 7 months. Darn it if I didn't forget to ask though if each different request ( for multiple different resorts or room types for instance) would be counted a more than one waitlist- that may have already been answered though as I haven't re-read the thread. I wish DVC would be able to stop commercial renters- I guess I shouldn't let it bother me what other people do. I do mean "commercial" renters who bought DVC with the sole purpose of turning a profit and not just a member who needs to rent points occasionally to help pay their dues or because they can't use their own points. I have to wonder how much commercial renting even impacts us as members who bought DVC to enjoy for our own family/friends and not as a money-making venture. Anyone want to wager a guess? Does it impact our ability to get popular dates/resorts?---Kathy

 

[BWV Dreamin]

Being a Boardwalk owner, I called at the 11 month window to book December 27 for 1 week in a 2 bedroom Standard view. I got through to MS at 9:15am and to my surprise, there were no 2 Bedroom standard views available. I booked a preferred view and now I am waitlisted for the standard view. I have other waitlists for the spring and summer but this will not be possible in the future. So much for buying where you want to stay!

My friend who also owns at Boardwalk called yesterday to book any studio and nothing was available.....for the second week of December, Sun-Sat. She is waitlisted...this is only 6 wks out from 11 mos.....

 

[disneynutz]

Wait lists have always been a problem for MS. I think that they are just trying to make their job easier.

Before MS would call you and discuss your request, then they took that away because it was a hassle getting in touch with members.

Now they don't contact you and they are supposed to be automatic, but are they really?

Last Sunday I got a call from MS about a wait list that I had canceled several days before. They stated that they were trying to fill it but didn't know were to get the points from. Turns out that the wait list team was using an old report and didn't know that I had canceled.

 

[FinallyBoughtDVC]

Hey all,

Im not going through all 8 pages, not enough free time. So maybe this topic was covered earlier in this post.

Do you think the purpose is to make it harder for the commercial renters to be able to lock up big chunks of time and rooms?
Limiting a big point holder to two waitlists seems to be a concern to the big point person.

Not sure how a limit of two waitlists would effect 99%+ of us?

After all DVC has been on a "stop the commercial renter path" for some time now.

That was my thought. But, here I am, someone who bought all those points to take multiple vacations with no thought whatsoever of renting them to anyone ever - and I'm being penalized. I usually only end up having to waitlist because their reservation system is so damn slow. Occasionally, we will book something last minute and end up waitlisted, but what usually happens is this:

I call exactly 11 months out. This past trip I needed one 2bedroom and 2 studios at BCV. They were all available when I called. She booked the 2 bedroom first, then one studio. By the time she got to the 1st studio, the last night was no longer available. By the time she got to the 2nd studio, it was only available for the first 4 nights of our ressie. We booked a studio at BWV and waitlisted the needed nights at BCV. Our waitlist came through within a month.

Had she been able to block off all those rooms for us immediately, I wouldn't have had to waitlist anything. Now, I have to worry about whether or not I can continue to book this huge January trip that has become a friends and family tradition.

The way I am understanding this is that I would not have been able to waitlist the above because we had booked the BWV while waiting to see if the BCV would open up. Plus - what if the last night of the 2bd was unavailable? Now, that's the third waitlist. This January trip doesn't even use all our points - we still have 200 or so remaining to book other trips with. What happens if we need to waitlist that?

It's hard enough planning a large trip like this - now, I have to wing it? Move people from one resort to another? Have us spread throughout the WDW property? It's stupid.

Of all the changes DVC has come up with, this is the one that has me seriously reconsidering my membership. Our last friends and family trip we took two separate famlies on the DVC tour. They never would have been exposed to DVC and how great it is if it weren't for our ability to use our points the way we do.

Are commercial renters ruining it? Maybe. But, go after them - they're easy to find. Go here and go on other rental boards and eBay and find them and bust them. Don't make those of us who bought into this to have these great moments with friends and family and make us jump through hoops just to use our membership.

We consider our DVC membership our vacation home. Just as if we owned a beach house and invited friends and family, so we do the same with our DVC membership.

Sorry so long. I'm just so annoyed and I don't know what the rules are so I can't even plan effectively.

 

[FinallyBoughtDVC]

And, one more thing...

People are saying, if I'm reading correctly, that if you have an existing reservation for a specific time period, you will not be permitted to waitlist something.

How can that make sense?

We almost always book multiple rooms for the same time period. So, if we book three separate rooms and someone else decides to meet us and we want to book them for the same week, we wouldn't be able to waitlist them?

I wish Disney would make the rules clear. I'm so confused. My head's going to explode. I'm annoyed. And, I need to start planning our next January trip and I have NO idea what I am doing.