New wait-list process designed to improve Member experience

[DMKEDM]

I called today (1/30--2 days before the new W/L rules go into effect) to reserve one night (one of two) in a studio at any DVC resort...no studio was available either of my two nights (4/7 and 4/8)...so I asked to be waitlisted--for any studio on either of those two nights. That's still allowed (for two more days)...it took the CM about 2 nanoseconds to note the W/L requests...

So what's all this about all the work it takes to W/L "any studio at any resort"?

Now, had my brother (for whom this reservation is being made) told me next week instead of today that he wants a night a disney on either 4/7 or 4/8 I'd have had to pick two of the umpty ump booking categories of studios at 6 different resorts...instead, I'd just call back each day (or every few days)...

I fail to see how this benefits DVC or DVC members...it's not that hard for me (and I realize it may be much harder for other folks, particularly those overseas) to call every day (or every few days)...but certainly I'd be adding to the MS call volume--but W/L'ing for only two types of studio when in reality any studio anywhere will do just fine is overly restrictive ... it dramatically reduces my chances of getting a DVC reservation for my brother ...it just makes much more sense for me to keep calling...

I don't get this change at all. But I'll live w/it, like I've lived w/all the other DVC changes that have come down the pike the last year or so...and note that some of them have been good (free internet, for example)...there's a reason why DVD/Disney is running this program and not me! I obviously don't understand...

 

[KLR-wlv]

One one hand - they say they change the point structure to allow more members to get reservations - and on the other - they limit getting into a room with only 2 waitlists. I would think if they really care about people getting desired reservations - they would allow the same system that has basically been working.

 

[T-i-double-g-err]

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.

Instead of this, or in addition, I'd probably suggest a home resort priority waitlist. If a member does not have a reservation for the dates anywhere, he can go on a priority waitlist for his home resort which is checked before the general waitlist. Maybe, you could do this in addition to a general waitlist anywhere else for the dates. It may seem a little unfair to folks on the regular waitlist, but it would make it easier to make sure members got a reservation somewhere. And, that somewhere may as well be his/her home resort; it could be another home resort advantage in addition to the 11 mo. booking window.

Time for a little speculation. I'm not sure how many folks are familiar with the concept of deadlock from computer science, but this may be occurring with the proliferation of waitlists. Member 1 has a 2BR at WLV but wants one at BCV or BWV to be near Epcot. Member 2 has a 2BR at BCV but wants one at SSR or OKW to conserve points on this trip. Member 3 has a 2BR at SSR but wants one at BLT or WLV to be near MK. Everyone could get what they wanted, but no one is budging because what they want is tied up with someone else.

This example only uses three members with two waitlists per member. The more contention for the various resources (waitlists), the greater the degree of complexity and more likely you start deadlocking. If you limit the number of waitlists each member can generate, you are probably making the fulfilling of waitlists easier and movement of reservations within the system easier.

Just a couple of random thoughts on the process.

 

[kdepot]

T-i-double-g-err I think you've got something there

 

[Happy Birthday Cat]

The more contention for the various resources (waitlists), the greater the degree of complexity and more likely you start deadlocking. If you limit the number of waitlists each member can generate, you are probably making the fulfilling of waitlists easier and movement of reservations within the system easier.

You have a very good point about deadlocking on the wait lists but actually the more choices there are, the less likely a deadlock is to occur. Yours is the perfect example. That one won't ever come undone but in an example where every conceivable variation on a 2BR was thrown into the mix, the greater the chance of one of them opening up for some reason and then the dominos beginning to fall.

Therefore they have actually made it harder for a wait list to come through by limiting the number of possibilities.

HBC

 

[toocherie]

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.

I think it will just mean that someone who want those particular days are going to be calling every day--tying up the MS line until they get something somewhere. Next we will have a rule that if you have two active waitlists you're not allowed to call and check on availability at other resorts . . . .

 

[T-i-double-g-err]

You have a very good point about deadlocking on the wait lists but actually the more choices there are, the less likely a deadlock is to occur. Yours is the perfect example. That one won't ever come undone but in an example where every conceivable variation on a 2BR was thrown into the mix, the greater the chance of one of them opening up for some reason and then the dominos beginning to fall.

Therefore they have actually made it harder for a wait list to come through by limiting the number of possibilities.

HBC

That's what I get for going off the cuff. I think the general model is sound. I'll need to think about it some more with some added complexity. I tend to agree that increasing the number of resources in terms of room type/view/resort would tend to spread the competition out. Also, having more waitlists for a given member would improve his chances for hits on an individual basis.

I'm wondering whether limiting per member waitlists will reduce competition on a system level. If each person can only compete on two waitlists at any given time, do you increase the likelihood of hits overall because not as many members are competing on each waitlist. Now, if everyone waitlists for the same room type/view/resort, you will not see any improvement, but if the waitlists are more distributed across the available resources, would you see a reduction in the average waitlist time since you would not have quite so many people competing on each waitlist. I guess part of the problem is you are not going to get an even distribution of waitlisting (e.g., BCV during F&W, VWL at holiday time).

If I've bored you, raise your hand. It's about 1am, so I'm wandering off into random musings. Hope they make sense when I read them again in the morning.

 

[bookwormde]

TJ

I agree with the direction your thoughts are going. Here are my thoughts.

If you already have a reservation for the day you only get 1 (or maybe 2) waitlists.

If you do not have a reservation you get 3.

The trick to making this work is making logical combinations of specific waitlists be able to be entered as a single entry and only count as 1 waitlist.

For example if you wanted a savanna view studio you could waitlist for that and even though it would cover the 4 categories of these studios it would only count as one waitlist. If you will take any room at BC then that should be one waitlist. If you want a 1br anywhere that should be one waitlist.

As usual it sounds like IT just can not get there act together to create a matching program, which any first semester data base student could generate.

I also think that the fact that the system does not have reservation “swapping” capabilities is just silly in this day and age

bookwormde

 

[hematite153]

For example if you wanted a savanna view studio you could waitlist for that and even though it would cover the 4 categories of these studios it would only count as one waitlist.

If you will take any room at BC then that should be one waitlist.

If you want a 1br anywhere that should be one waitlist.

As usual it sounds like IT just can not get there act together to create a matching program, which any first semester data base student could generate.

I also think that the fact that the system does not have reservation “swapping” capabilities is just silly in this day and age

agreed

agreed

agreed

agreed

agreed

 

[OneMoreTry]

The policy looks OK to me for my needs.

IT SEEMS THIS POLICY IMPROVES THE CHANCES OF THOSE WHO DON'T HAVE TIME TO MESS WITH BROKEN UP DAY BY DAY WAITLISTS AND ALWAYS WAITLIST FOR THE ENTIRE BLOCK OF TIME -- for an all or none.

Sorry to shout.

I don't have time to do any broken up wait lists and I like my home enough that I always book a week there first. If I decide to try somewhere else I will waitlist the entire block of time there at 7 months. It has never failed to come through. And if it didn't come through big deal cause OKW works great for us (for many reasons I will save for an OKW lover's thread.)

The only reason I would want more than one wait list is to waitlist both an AKVSV and an AKVC in case the concierge doesn't become available and I REALLY want to stay at AKV.

If I can get a waitlist for Boardwalk View next New Year's Week for 6 days at 7 months then I will be one of the many saitisfied members they are talking about.

 

[OneMoreTry]

Say I want a Thurs, Fri, Sat night on a popular weekend. Can I reserve the week beginning on he previous Sun and then call back later and cancel the first four nights -- Sun, Mon, Tues, Wed.?

It seems this would increase my chances of getting the 3 nights I want. Although it may mess up other's reservations.

If it's possible I know people will try it, and in fact I may try it myself.

 

[jarestel]

Say I want a Thurs, Fri, Sat night on a popular weekend. Can I reserve the week beginning on he previous Sun and then call back later and cancel the first four nights -- Sun, Mon, Tues, Wed.?

It seems this would increase my chances of getting the 3 nights I want. Although it may mess up other's reservations.

If it's possible I know people will try it, and in fact I may try it myself.

Sure, it's currently quite possible to do this. The law of unintended consequences could come into play eventually if enough people actually do this though.

You know how this goes... "Due to overwhelming member demand, every change to an existing reservation will now require a complete cancellation and rebooking based on availability, etc etc etc..."

 

[KAT4DISNEY]

The policy looks OK to me for my needs.

IT SEEMS THIS POLICY IMPROVES THE CHANCES OF THOSE WHO DON'T HAVE TIME TO MESS WITH BROKEN UP DAY BY DAY WAITLISTS AND ALWAYS WAITLIST FOR THE ENTIRE BLOCK OF TIME -- for an all or none.

Sorry to shout.

I don't have time to do any broken up wait lists and I like my home enough that I always book a week there first. If I decide to try somewhere else I will waitlist the entire block of time there at 7 months. It has never failed to come through. And if it didn't come through big deal cause OKW works great for us (for many reasons I will save for an OKW lover's thread.)

The only reason I would want more than one wait list is to waitlist both an AKVSV and an AKVC in case the concierge doesn't become available and I REALLY want to stay at AKV.

If I can get a waitlist for Boardwalk View next New Year's Week for 6 days at 7 months then I will be one of the many saitisfied members they are talking about.

The elimination of the day by day waitlist happened a few months ago. If you already had a reservation you were only allowed to waitlist for the full length of stay.

This new change is really more of a restriction towards waitlisting at multiple properties. However, you also will now be restricted if you are unable to get your reservation for your full stay. If your missing more than 2 split days your out of luck until one of them fills to be able to waitlist for any remaining ones. Those people that book early should have no problem with this. Those that are trying to book with less notice may have a very difficult time. This would include people with holding points that can only book 60 days in advance.

 

[OneMoreTry]

Sure, it's currently quite possible to do this. The law of unintended consequences could come into play eventually if enough people actually do this though.

You know how this goes... "Due to overwhelming member demand, every change to an existing reservation will now require a complete cancellation and rebooking based on availability, etc etc etc..."

I wouldn't mind this. Although it would prevent me from "cheating" it would improve my chances of getting the reservations if I waited until the first day I actually wanted. I would expect this "consequence" to follow suit and that might be the best scenerio anyway.

 

[tvwalsh]

I will be reserving 8 days in an OKW 2BR, Jan 14-22, ASAP. (at 11 months)

How should I do this?

Will the new rules help or hurt?

 

[Disneyville]

You are exactly right in how to get what you want. I was one of those members who used to call and book my reservation day by day 11 months out during the holiday times. It was very time consuming but I did get what I wanted. When they changed the rule to allow you to book a complete week from the first day of your stay, I thought what a great idea!
Well, I called Member Services at 9:00am on January 27th to book my week stay beginning December 27th, I was surprised to find out December 27 wasn't available. I didn't understand how this was possible but after thinking about it, anyone who booked the previous week and overlapped the week I wanted took from inventory.
My thought process for next time is to book a week 6 days before my desired date and then call back each day to add a day at the end and then cancel a day at the beginning until I get what I want. It's just like booking day by day but working under the new guidelines. Wish there was an easier way!

 

[SuzanneSLO]

Sure, it's currently quite possible to do this. The law of unintended consequences could come into play eventually if enough people actually do this though.

You know how this goes... "Due to overwhelming member demand, every change to an existing reservation will now require a complete cancellation and rebooking based on availability, etc etc etc..."

This is probably totaly OT to this thread, but one of the unintended consequences of such a change would to make it much more difficult for those who fly to book at 11 months out. On many airlines, flights don't get posted until 330 days out, so it may be a week or 2 after your 11 month window before the return flight can be booked. And of course, these dates are much later if you like to fly SW. -- Suzanne

 

[Boardwalk Tigger]

There is no problem with cancelling a day of a reservation. I always do it to give me wiggle room to book my flights which can't be booked for several months.Unless you are looking for a very specialized room you dont need to walk more then a day or too if that. I called on Dec 26 at 4 pm and still got a 2 bedroom dedicated with 2 queen beds at the BCV's with no problem and added a day on the 27th at around 1130am.

 

[CarolMN]

Say I want a Thurs, Fri, Sat night on a popular weekend. Can I reserve the week beginning on he previous Sun and then call back later and cancel the first four nights -- Sun, Mon, Tues, Wed.?

It seems this would increase my chances of getting the 3 nights I want. Although it may mess up other's reservations.

If it's possible I know people will try it, and in fact I may try it myself.

AFAIK, MS is allowing members to do this. However, unless you are trying to reserve NYE or concierge at AKV, I doubt it is necessary.

Since the new booking system was implemented, we have had very few reports of anyone NOT getting a reservation if they called at the 11 month window opening. IIRC, those reports were all for concierge or NYE. There might have been one or two reports for SV at BWV for early December, but I think those were for members who missed calling on the first day.

 

[Sabor]

Called this Morning 2/1 at the 11 month mark , No problem
Check in 1/1/10
2BR @ OKW
Stay 7 nights (Check in Friday - Check out Friday)

Time on Phone with MS 8 minutes