News Flash Ms Call Changes!!!

[LIFERBABE]

I also want to add, that we rented vacation villas before purchasing DVC.

My first time I purchased my week on Ebay and the 2 nd time I dealt with the owner direct from VRBO.

Neither time was I able to call a third party and confirm the ressie, I dealt directly with the owner. Both times were great experiences and I didnt know until I turned the key in the door if we had somewhere to stay. I trusted the people I worked with.
We did have written agreements, and contact info and referrals and I paid in full prior to checkin.

 

[prez65]

Before purchasing DVC I rented points 1 time on ebay. This was a few years ago...at that time the person I rented from made the ressies emailed the conf. and later on sent the paperwork....He made all the calls...I did not need to do anything. He even told me if I did have a problem or needed to change something to just call him (kind of felt like dealing with a travel agent). I had no problem with that and felt I had no need to call MS......I guess he was a little ahead of the times in doing what he did.

 

[Deb & Bill]

...The renter should receive the written confirmation from the member, they can follow up with ME after their reservation has been made by the member and they can add/cancel the dining plan right at the check in counter(just prior to checking in). The trust is that the renter gives up control prior to checkin and the member gives up control after checkin...

I thought MS had to be notifed at least four days ahead of time for the Dining Package and that you could not just add it when you checked in.

 

[crisi]

You know, I can't help but wonder if this has to do with what was referred to in a post last night (I'm sorry-I can't find the post now) where someone (was it Dean?) mentioned how many phone calls renters are probably making versus members. It makes me wonder if perhaps DVC does read and react to these boards. Can anyone find that post? I know he was saying how much work MS has, because of non-members' calls.

I don't think change happens that fast.....

My guess is that they had a "checkin problem" with a renter. Since we didn't hear about it, it may not have been through here. Renter shows up, confirmation in hand - cancelled reservation. Renter yells at front desk and manager "but I spoke to you, I talked to John on March 5 at 11:45 and he confirmed that this reservation was here!!!!!" Now what is the front desk CM supposed to say "sorry, you made a useless phone call."

Since its a useless phone call, why give renters the ammunition to put Disney in the middle for those few cases where the member is an unethical scumbag.

 

[crisi]

My guess is, btw, that no change to the status quo regarding point price will result. Members will now have to do more work for their rentals, but renters are going to be less willing to cough up money when its now obvious to them that they aren't dealing with Disney. Impasse.

 

[BroadwayGirl]

While I can understand DVC members wanting to free up MS for their exclusive use, as a renter, it's frightening not to be able to comfirm my reservation before flying off to Florida. When I rented in January (from a trustworth, honest member), there was a mix up at member services and our reservation was cancelled. I had called to remove one name from our reservation and discovered I had no reservation. I called the member, left a message for him, and he soon called me back to let me know that he had corrected the problem. Now I won't know if there is a problem until I arrive. I hope there are not glitches in my September rental.

js

If you want to be able to confirm things with Disney directly, book through Disney directly. CRO does receive a percentage of DVC rooms to book as regular reservations. If you want to take advantage of "bargain" rates for DVC accommodations by renting points from a member then you need to be prepared to give up that control to the member from whom you are renting those points. You can also become a DVC member yourself and enjoy the great value of DVC membership as well as gaining control of your points and reservations. It is up to you to choose which is most important to you.

Just like using a travel agent. If you book through CRO directly you have control of your reservation and can cancel, make changes, add comments, etc. If you book via a travel agent then you cannot contact Disney directly to do these things. (and yes, I know some CRO CMs will verify reservations booked through a TA but the actual Disney policy is that they cannot discuss any travel agent booked reservations with anyone but the travel agent.)

 

[LIFERBABE]

I thought MS had to be notifed at least four days ahead of time for the Dining Package and that you could not just add it when you checked in.

The Dining Plan can be added anytime prior to checkin. The member website says in advance of arrival. Many have reported being able to add at checkin and we considered adding it to our extra day but decided against it. It appears the hotel DVC's can add it at the desk.

Crisi, I agree with your post about the possible reason for this change.

 

[pmcpmc]

The addition of the points and reservation information on the member website makes it easy now to cut and paste any reservation confirmation into an email within minutes of making the call.
I have enjoyed speaking to cm's and giving them the reservation number popping up on the website as they complete my reservation.

 

[ilovepooh]

I realize Disney probably is trying to alleviate the call volume from non-members renting points.

I do think it would be nice if a renter COULD go online (not DVC website) and type in the reservation # on the letter sent from the member. They could then verify the name, dates, etc. without getting any of the member's personal infomation in the process. This would give renters piece of mind.

Although, as someone else mentioned, the member could cancel at any time anyway....


Is there a thread that lists any member who has been unethical? Ex: E-Bay lets you know what kind of seller you're dealing with.

I haven't rented any points yet, but I may in the future. I would want my renter to feel comfortable and not worry if they have the ressie or not.

 

[Caskbill]

This rule really doesn't bother me. However, those that think this will somehow be a big savings for members, or will magically reduce calls/dues, are probably mistaken. The renter call is just replaced by a member call.

So you're suggesting that a member makes a call to MS and makes a reservation. Then two weeks later the member is going to call MS again to confirm the reservation? Why would he do that. That's something a renter does because they want peace of mind. The member knows he doesn't have to call back to confirm the reservation. The reservation he receives in the mail is his confirmation.

So that is definitely one less call to MS.

I do think it would be nice if a renter COULD go online (not DVC website) and type in the reservation # on the letter sent from the member. They could then verify the name, dates, etc. without getting any of the member's personal infomation in the process. This would give renters piece of mind.

But why should we pay $Thousands for developing a system like that for NON-members. When we make a reservation, we get a confirmation in the mail. That's all we need. Not once in 13 years have I ever had to call back to confirm a reservation when I already had the confirmation paper in my hand. An on-line system to simply verify a reservation is no benefit to members.

 

[castleri]

So you're suggesting that a member makes a call to MS and makes a reservation. Then two weeks later the member is going to call MS again to confirm the reservation? Why would he do that.

Because he didn't get the confirmation in the mail I have had this happen twice and while I know I don't need it , if I had made the reservation for someone else I am sure they would like to have that copy as assurance that they indeed do have a reservation.

Until the word gets out there will probably be people still calling and trying to confirm reservations thus taking up MS time anyway. Hopefully there is a message at the very first part of the call that says " If you are not a DVC member we won't talk to you so please hang up." Otherwise they are going to wait until a CM has to explain to them that they can't get any info.- call has still been answered and taken up time so for awhile there may not be any reduction in cost or wait time. From now on if I rent out any points the first thing I will tell someone is that they will have to accept the written confirmation and my word that they have a reservation. If they are uncomfortable with that then they should book directly through CRO. I have only rented to pay for a cruise or help with maintenance fees and at present have most of my points through 2007 already dedicated to my trips so will have to wait and see how this works out.


As to adding the dining plan - a CM at MS told me I could call from MCO or the corridor at the OKW HH and add it as long as I wasn't standing at the check in desk when I wanted to do it. I don't know if this is true or not and don't plan to test it myself.

 

[Scratch42]

This is a good thing!

If a renter wants to rent points, then they should take on the headache of ALL arrangements!

Member Services has enough of a headache dealing with Members! Why have to deal with the general public?

Way to Go!

j

 

[paults]

If a member books a room for a non-member, they also have to do all the planning(Dining, tickets, ME etc...) sounds like a headache for the member. Or am I just missing something here. Wouldn't the member want less to do?

sorry but if one wants to rent then they should do the whole process.
why should MS handle it with out getting paid (so to speak). MS is just that MEMBERS service JMO

 

[welovedis]

When I first read this I thought "Why?". But I agree with the policy as if I am making reservations for friends or family I would gladly do the footwork for them. If I am renting points and reaping the financial reward (small as it might be) I should also do the legwork. I get slightly annoyed with repeated threads (help me decide, where should I buy) and can imagine the pain to MS that renters could be. So I say good for MS, and maybe point transfers will become more popular which benefit members on both sides of the transaction instead of bottom feeding renters. (I'm also annoyed by people whose modern day version of hunting is finding all goods and services at rock bottom prices- I enjoy a bargain as much as the next person but I have a regular job also)

Wow!
I'm thrilled that I have terrific relationships with some DVC members who have gladly rented me their points without making me feel as though I am the scum of the earth. Just because a person gets a "bargain", doesn't make them a lower class citizen.

Glad that MS is doing this, it will put the responsibility squarely on the shoulders of the DVC member renting the points, which is where it should have been from the beginning.

 

[Cricket2]

First off, why do we use the term "rent"? I think a more accurate term would be "fee". To me, "Rent" denotes that you have rights to the effect that the "renter' would have a agreement with DVC and not the member. Correct me if I'm wrong but until you check-in, you don't have any rights with the DVC property, rental agreement with the member or not. You might have some rights in a court of law, but not as far as DVC is concerned.

Maybe I'm the odd case, but since DVC was not designed to have "rentals", how is this an issue for 99% (percentage subject to change based on my mood swings) of the membership? If you have so little trust in the member you are "renting" from, you shouldn't be renting. How can we allow that guestimated 1% to clog up our phone lines?

JMHO

 

[greenban]

Wow!
I'm thrilled that I have terrific relationships with some DVC members who have gladly rented me their points without making me feel as though I am the scum of the earth. Just because a person gets a "bargain", doesn't make them a lower class citizen.

Glad that MS is doing this, it will put the responsibility squarely on the shoulders of the DVC member renting the points, which is where it should have been from the beginning.

While I'm not the originator of the Bottom Feeding Post, I don't believe it was intended to, nor does it apply to the majority of renters. However, there does exist a very small bunch of people, who jump through hoops trying to go beyond bargin to just plain cheap. Owners who deal with this type of Renter, usually leave with a sour taste in their mouths. Again, not saying that you or most renters in anyway resemble this type of Renter, but, alas they do exist.

A typical post might read:

Want to return to Disney for the 5th time this year, to make special memories for my 6 kids. Willing to stay in a studio at VWL December 3-9, won't list all children, so MS doesn't need to know. Willing to pay $5.50 a point. Please help make our Holidays special! We can pay with PayPal $50.00 a week, or excrow account.

BMW driving renter from Manhatten!

Another point about the DVC wanting or preventing renting activity:

IMHO, the recent growth from 70,000 to over 100,000 members, in part is due to renting. Many of my renters have gone on to purchase the DVC. Renting activity is an easy way for Disney to expose more people to the DVC system, at no cost to DVD/DVC. Of course, I only have anecdotal evidence, the truth may be far different. And I don't believe my hypothetical renter example above will be purchasing, unless its re-sale!

-Tony

 

[Chuck S]

While I'm not the originator of the Bottom Feeding Post, I don't believe it was intended to, nor does it apply to the majority of renters. However, there does exist a very small bunch of people, who jump through hoops trying to go beyond bargin to just plain cheap. Owners who deal with this type of Renter, usually leave with a sour taste in their mouths. Again, not saying that you or most renters in anyway resemble this type of Renter, but, alas they do exist.

A typical post might read:

Want to return to Disney for the 5th time this year, to make special memories for my 6 kids. Willing to stay in a studio at VWL December 3-9, won't list all children, so MS doesn't need to know. Willing to pay $5.50 a point. Please help make our Holidays special! We can pay with PayPal $50.00 a week, or excrow account.

BMW driving renter from Manhatten!

Another point about the DVC wanting or preventing renting activity:

IMHO, the recent growth from 70,000 to over 100,000 members, in part is due to renting. Many of my renters have gone on to purchase the DVC. Renting activity is an easy way for Disney to expose more people to the DVC system, at no cost to DVD/DVC. Of course, I only have anecdotal evidence, the truth may be far different. And I don't believe my hypothetical renter example above will be purchasing, unless its re-sale!

-Tony

I agree with your perspective. I think a LOT of renters do in fact rent for the purpose of checking out accomodations and seeing how they are treated as compared to a CRO cash guest before they plunk down the cash for membership. Which does work out well for DVC sales.

I also think there is that percentage of renters (and members for that matter) that would abuse/stretch/work any system that is in place.

I think the MS calling change may be an attempt to address problems with the latter group.

 

[Granny]

This is an interesting thread, and so many great comments here with (for the most part) so little bashing!

We were put in a position where we needed to rent points this year, and there is no doubt in my mind that Caskbill's analysis (that Doc gave the link to) is right on target. While we had a written agreement, and all rentals went off without a hitch (so far), I did have to make several calls to MS just because I was making four reservations with an amount of points that would typically be one reservation.

At no time did any of the people I worked with ask for MS number. I gave them the advice I'd seen here....a copy of the reservation confirmation and suggested that they call the resort directly to confirm if they wanted to.

I have no problem restricting Member Services to members only. For that reason, I join others who "vote" that the MS phone numbers should not be published on this site.

I also agree with castleri that they need to change the automatic message greeting to discourage non-members from waiting for a CM. Otherwise, the CM's are going to have to still take the call, spend time explaining to the person why they can't help them, and have to deal with angry people. Time and time again we've seen Disney make changes to avoid dealing with angry people (can you say "room ready"?) so I think they would be better served to somehow change the phone prompt. Maybe give non-members "Press 7" option and put them over to a travel agent?

 

[bobbiwoz]

While I'm not the originator of the Bottom Feeding Post, I don't believe it was intended to, nor does it apply to the majority of renters. However, there does exist a very small bunch of people, who jump through hoops trying to go beyond bargin to just plain cheap. Owners who deal with this type of Renter, usually leave with a sour taste in their mouths. Again, not saying that you or most renters in anyway resemble this type of Renter, but, alas they do exist.

... And I don't believe my hypothetical renter example above will be purchasing, unless its re-sale!

-Tony

And I'm guessing with a price that won't make it through ROFR! Oh well. I have never rented, but that doesn't mean I never will HAVE to for whatever purpose. I donated a weekend one time, rather than let the points expire, and no, I didn't claim it on my income tax, sometimes good deeds just need to be passed along.

I think it is wise for MS to be just that, for Members.

Bobbi

 

[welovedis]

I do think that if Disney wants to restrict non-DVC members from speaking with member services then they should implement a phone system which requires you to enter your member number in order to speak with a live person. If you don't enter it, then you'd get a recorded message stating that you'd need the member number and call back when you have it.

There could be another number set up for CS type of calls, & that number could be distributed to DVC owners only.

The down side to the restriction would be the DVC owner who doesn't want to be bothered with calling and gives the member number over to the renter. I could see this happening with the number of DVC owners who state that they bought in only to rent their points. Not saying there are many here but there are those who do say this on other sites and groups.