New wait-list process designed to improve Member experience

[SuzanneSLO]

I doubt if stopping commercial renters has anything to do with the changes in WL. I would imagine that both renters and rentees want certainty with reservations and WLs can't give you that.

In addition, with the changes to the points charts for 2010, there is less uniformity in the points needed than there was in the past. No longer can some one rent a BWV PV 1BR and WL for VWL for the same time and the same points; more points will be needed for VWL. How many renters will pay for the extra points in advance and how many members will WL knowing that they will commit more points without that upfron payment if the WL comes thru? I woudl guess this is very small number.

I continue to think it has to do with maximizing the efficiency of CMs at MS.

-- Suzanne

 

[Goofy's apprentice]

I am not a fan of this change either. 2 just seems too few for those of us that book multiple rooms etc.

However, I never realized that when I said to have my waitlist be for any resort that the CM would have to actually enter that many waitlists!

Clearly some efficiency is needed, but can't it come from a combination of what they have already done (no day-by-day waitlists, automatic filling etc) and improving their own systems and procedures?

Maybe a set number of active waitlists per 'vacation'. For example if I am trying to fill out a week in spring I can have a certain number of waitlists there, but that doesn't affect my waitlists for my fall vacation.

Or maybe limiting the number of active waitlists for a night. For example if I am looking for 1 day, I can only waitlist for two resorts.

I know none of these suggestions is perfect. They will effect everyone differently but they would provide more flexibility than just two active per use year...

 

[dzorn]

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?

It's really sounding to me they want us to play chicken with resorts. No don't book at 11 months and just wait until 7 and hopefully you can get a reservation or tough dodo guess you have stay at home(not meaning home away from home).

Denise in MI

 

[bookwormde]

Here is my view of the overall cause of the waitlist problem. As DVC sales division has added in resort after resort they have failed to include in their infrastructure costs an adequate (if any) money for upgrading the existing IT structure, just as you would for any common element. Now there are lots of room classes and doing it manually has gotten unmanageable without a new IT system. With a modern system DVC could have you prioritize a members request so the issuse DVC describes not would not exist and CM could do it with a simple mouse click. I comes down to this, the cost of the IT upgrade would cause a significant short term bump in MFs which would upset members and DVC sales has failed to live up to there obligation in this area because it would hurt profits.


bookwormde

 

[dzorn]

Here is my view of the overall cause of the waitlist problem. As DVC sales division has added in resort after resort they have failed to include in their infrastructure costs an adequate (if any) money for upgrading the existing IT structure, just as you would for any common element. Now there are lots of room classes and doing it manually has gotten unmanageable without a new IT system. With a modern system DVC could have you prioritize a members request so the issuse DVC describes not would not exist and CM could do it with a simple mouse click. I comes down to this, the cost of the IT upgrade would cause a significant short term bump in MFs which would upset members and DVC sales has failed to live up to there obligation in this area because it would hurt profits.


bookwormde

There is not doubt the IT department is lacking. I think it would help cut down on wait lists if MS when looking up a room as available it would be automatically be held (not be able to be pulled up by another MS CM) for at least 5 minutes or until the CM releases it back into inventory. How many times have some of the members said it when Poof while MS was trying to book. I do have a problem with a person having points available and not being able to request say AKV a studio any view or 1 bed any resort.

Denise in MI

 

[KAT4DISNEY]

There is not doubt the IT department is lacking. I think it would help cut down on wait lists if MS when looking up a room as available it would be automatically be held (not be able to be pulled up by another MS CM) for at least 5 minutes or until the CM releases it back into inventory. How many times have some of the members said it when Poof while MS was trying to book. I do have a problem with a person having points available and not being able to request say AKV a studio any view or 1 bed any resort.

Denise in MI

Agreed with all of this. This change just doesn't seem to make a lot of sense. Instead of MS taking time to manually fill the waitlist (which I know from getting one that had a question that they do) they will now spend the time taking phone calls from people who are trying to get or change a room.

One other thought after reading a question from someone. What if you want 3 studios and none are currently available? If I'm understanding correctly you wouldn't be able to waitlist for all the accomodations you wanted? And in a scenario like this for example if it was AKV you would want to waitlist for all types in order to get rooms. I wouldn't expect this to be a normal scenario but this is such a limiting change for DVC members.

 

[Goofy's apprentice]

Regarding waitlisting when you already have a reservation for that night....

I called MS today, making a reservation for October. I asked about the new waitlist restrictions and they confirmed that you can have a waitlist for a night you already have a reservation.
So...I booked SSR and will try to switch at 7 months. She said this is fine.
I know this early in the process, the answers from MS are not always consistent but she did confirm this. That is one worry that can go away.

I still think that we will be negatively affected if at 7 months only sporatic days are available...let's say you want to switch a week and can book the Sun, Tues, and Friday. You won't be able to waitlist the Mon, Wed and Sat as that is three.

However, if this policy reduces the amount of members that take the chance to waitlist, I guess that will make the waitlists move faster. It is just a sad thing when members decide not to waitlist as they feel it is futile.

I'll reserve my judgement until I see what happens. I didn't originally like the previous changes (no day-by-day waitlists etc) but everything has worked fine.

 

[Buckeye Fan]

Here is my view of the overall cause of the waitlist problem. As DVC sales division has added in resort after resort they have failed to include in their infrastructure costs an adequate (if any) money for upgrading the existing IT structure, just as you would for any common element. Now there are lots of room classes and doing it manually has gotten unmanageable without a new IT system. With a modern system DVC could have you prioritize a members request so the issuse DVC describes not would not exist and CM could do it with a simple mouse click. I comes down to this, the cost of the IT upgrade would cause a significant short term bump in MFs which would upset members and DVC sales has failed to live up to there obligation in this area because it would hurt profits.


bookwormde

I couldn't agree more. The only thing I'll add, too, is that this may drive some folks to the bigger resorts. Your chances of getting what you want at OKW, SSR or AKV (when it's complete) will be much greater they will be at BCV or VWL, especially during certain times. For me personally, I can stay anywhere and be happy. However, some people may have to make some tough choices (e.g., stay where I don't want to, or don't go at all).

 

[Laurabearz]

I think the stress that SSR has brought to the 7 month window combined with million options at AKV has made waitlists a nightmare for MS.

I wonder how many keysrokes it took to wailist every option at AKL day by day for a week ?

With that said...

Could all this be leading up to online booking... everything getting simplified so the masses can use it?

 

[CarolA]

I am not reading the 9 pages of the "sky is falling"

I do have one question... those of you who think that SSR needs "views" or "locations"..... think about it.

This will make that even worse!

(I knew "location" specific as SSR was a bad idea..)

 

[bobbiwoz]

The only time I've ever asked for a studio anywhere, was for the night of December 7th last year, and it never came through. Other than that, it's been one waitlist at a time.

Bobbi

 

[cseca]

So do you all think DVC will come up with a clear explanation of this new rule or they expect us to figure it out as we go making ressies?

 

[keishashadow]

Yeah, they always do this - the Disney marketing machine. "We have been informed by members that they like to eat chocolate covered bugs, therefore we are now offering only chocolate covered bugs at all of our restaurants."

Ahhh... but there's the rub. This new policy will probably encourage some people to call MS multiple times each and every day to check availability, because they can't waitlist for everything they actually want...

undoubtedly will they continue the practice of magically getting their request by calling, what seems to have happened in the past (via a couple WL threads ive been involved in) when others have been waiting for months & somebody posts here they just called & got the same room out of the blue

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.

it is so stressful , the changes wouldn't be as hard to digest if only DVC was clear on what the new hurdles will be

i assumed (that's what i get for that thought ) that having a ressie booked for a studio for 5 days & requesting multiple WL for same studio/dates would constitute 1 request...

has it been verified that this is false?

perhaps, may go to reason here:

i have 6 nights booked @ VWL beginning 6/29

the Platinum pkg is on sale @ 25% off for stays beginning 6/30, min 3 days (entire pkg including room, plan it's self & the tix-thought it would be a nice splurge to finally get to try some of the pricier activites @ WDW).

settled on booking 3 days beginning 6/29 @ WL, figuring it'd be easier to transfer luggage in the am.

WDTCo CM could see the DVC ressie in the system (evidently, the computer systems now 'talk')...i was reminded i'd need to cancel the 3 days of DVC, which i stated i would when i knew for sure if i would be keeping this pkg...dead silence. I was told holding these 2 concurrent ressies might cause 'some confusion'

while i understand it's not exactly kind to hold onto my entire DVC until i know for sure that i want to keep the platinum plan (this economy, u never know what's around the bend); don't think u should be restricted from holding 2 ressies if u have either the DVC points to do so or want to book a ressie thru CRO

 

[lisareniff]

Tim posted a clarifaction from a spokesperson on DVCNews:

DVCNews:Clarifications on Wait-list Changes

The same as we were concluding.

 

[LoveToDisney]

(Please don't flame....opinion to follow...bypass this post if you don't want to hear an opinion that differs from much of this thread)
Well, I just have to say since I own at one of the smaller popular resorts, I don't mind this change. Maybe it will be easier for me to get in and members who own the larger resorts will have to sometimes "suffer" staying where they bought. There always seems to be availability in the larger resorts (i.e. SSR, OKW and pretty soon AKV will be added) and I assume that's because they are busy trying to get into the other resorts that are smaller or in better locations. It appears that many members have purchased where the incentive is rather than where they want to stay.

Since I got burned on the re-allocation of points, it's nice that this W/L change doesn't hurt me as much. Guess I'm out of sympathy since DVC has become such a stressful ownership with all the new "improved" changes to "improve" member satisfaction. Sorry....

 

[toocherie]

(Please don't flame....opinion to follow...bypass this post if you don't want to hear an opinion that differs from much of this thread)
Well, I just have to say since I own at one of the smaller popular resorts, I don't mind this change. Maybe it will be easier for me to get in and members who own the larger resorts will have to sometimes "suffer" staying where they bought. There always seems to be availability in the larger resorts (i.e. SSR, OKW and pretty soon AKV will be added) and I assume that's because they are busy trying to get into the other resorts that are smaller or in better locations. It appears that many members have purchased where the incentive is rather than where they want to stay.

Since I got burned on the re-allocation of points, it's nice that this W/L change doesn't hurt me as much. Guess I'm out of sympathy since DVC has become such a stressful ownership with all the new "improved" changes to "improve" member satisfaction. Sorry....

I own at one of the larger resorts (SSR) and have absolutely no problem with your position. However, I am one of those people who likes certainty--so would definitely book SSR at 11 months and then use my waitlist if there was someplace I wanted to particularly go at a particular time. (LIke BWV at Food & Wine time)--if I didn't get my waitlist filled, then I stay at SSR. No problem. In the meantime, the BWV owners have had the opportunity at the 11 month mark to make their reservations, so I don't feel bad if my waitlist is filled.

 

[dclfun]

I too, don't mind being at one of my home resorts or booking at one of them at 11 months prior, but even with that, now that people are "walking" their ressies, I couldn't get what I wanted this Dec. for AKV's to start with and had to choose a different week ( or I'd have had to waitlist to get the room type I wanted). As to calling back to wtl a different resort at 7 months out, I don't feel badly either as members at those home resorts have had a chance to book them before I did, so if my waitlist comes through I don't see a problem- same as if someone prefers my home resort and I forgot to call w/in my home priority- oh well. When we first joined DVC it was much easier to get a last-minute booking. The past two years I've had to be much more careful about calling in advance and using my home resort priority-it means more stress on my part but at least so far I've been able to get "something" even if it hasn't been my first choice. I feel for people who have missing days w/in a week or for the poster who has multiple families all just wanting to be at the same resort at the same time and for whom the issue with only two waitlists per UY will be a supreme challenge.---Kathy

 

[tjkraz]

I'm sure there are a myriad of reasons that contributed to this move including computer limitations, labor costs involved with maintaining the waitlist, material costs associated with altered reservations, attempts to further handcuff renters, a sincere desire to increase waitlist success for all members, and so on.

In a perfect world, I would have suggested at least one change. I would have made it a two-tiered system:

1. If the member does NOT have a reservation for the dates in question (all villas reserved), allow unlimited requests. If a member decided--perhaps on short notice--to take a trip and is willing to accept practically ANY villa, it seems counter-intuitive to force him to choose just two resort/villa combinations.

Let's say the member picks AKV Standard and AKV Savanna Studios as the two waitlist requests. If an OKW studio opens up, it could just sit there empty since this member was not able to add that to his request list. Silly, IMO.

2. As a trade-off, I could see going to as few as one active waitlist request the member is holding a reservation somewhere. If a member wishes to book his/her Home at 11 months and then try to move elsewhere at 7...that's fine. But I agree with DVC that it's unnecessary to allow members unlimited access to waitlist at every conceivable resort/room/category combination. We all knew the risks inherent to the 11/7 month booking windows.

That's my two cents.

 

[tamclan]

But I agree with DVC that it's unnecessary to allow members unlimited access to waitlist at every conceivable resort/room/category combination. We all knew the risks inherent to the 11/7 month booking windows.

QUOTE]

Yes unlimited waitlists only makes the duration of call with MS longer and if something came through on that lists that is no guarantee the member would then just shorten the next lists.

For example. Current waitlists requests is 10. Item number 7 comes up. Reservations are changed. Well the member could just shorten their waitlists to 6 and keep burning cycles.

I don't know if 2 is the right number but limitless waitlists in my opinion seems to potentially use up lots of resources.

 

[keishashadow]

Tim posted a clarifaction from a spokesperson on DVCNews:

DVCNews:Clarifications on Wait-list Changes

The same as we were concluding.

thanks

i called MS today to release WL for June, decided to stay pat @ WL for whole trip...just moving between pkg-room & DVC...interestingly, the CM didn't mention have 2 active ressies for the same dates

im not fam w/their computer system, just wondering why it is logistically so time consuming to book a general WL @ different resorts, if all other items remain the same (type, dates, etc.)

why am i thinking that the ability to book @ a resort (non-home) may well be the next pillar to tumble in the house of mouse citing either: efficiency, costs, perhaps a member will ask for it

originally, i did buy where i wanted to stay, now the resorts w/lower points per night r looking more attractive to me in order to squeeze my points under new allocation system, hope that option isn't shut down