Not So Irate At Dvc Right Now! UPDATED & Resolved

[Kim&Chris]

I'm so angry that I'm in tears.

I reserved a Grand Villa at OKW for 12/2 - 12/4 for my family vacation. All went well with the reservation, and I received documentation to confirm all.

On April 8, I called MS to see if I could ask for a villa near the Hospitality House. No problem, the request was noted on my reservation.

Today, I just happened to be looking at my points on dvcmember's website, and I see that they have switched my reservation to a 2-bedroom!

I called MS to see what's going on, the woman says "Oh, I'm sorry, there are no more villas now". I said "that's a shame, but Disney changed my reservation without my authorization, so please fix this". Her reply was "I'm going to pull the tape of your conversation of April 8 to see if you did, in fact, ask to be downgraded to a two bedroom unit". I assure her that I did not, as I have a family of 8 (plus me - so it's 9 people). She said "I am going to listen to the tape and call you back".

This is insanity. I don't want all of us scattered throughout the resort in different rooms. I can't believe this.

 

[Maistre Gracey]

Yikes...

That's terrible about you possibly losing the GV, but also that MS implied it was you that cancelled.
Yes, it is good that they have a tape as I'm sure some Members may make a mistake. I just think perhaps they should do this behind the scenes so the Member doesn't feel like they are being investigated.

Good luck...

MG

 

[makthompson]

OMG! I am soooo sorry this happened to you. I would be furious as well.

I made dinner reservations 60 days in advance at Blue Bayou through Disney. When i got there they had no record of it. Luckily they were accomodating and got us in even though they were booked!

Hopefully Disney will do something for you as well.
Let us know when you hear back, i would love to know how they will handle this.

 

[Kim&Chris]

Thanks for your encouragement

They need to come through with another GV. I will not settle for a combo of a 2 bedroom + a studio. No way, not with a full family of 9. We were all looking forward to being together.

I'm just thankful I checked!!! Had I NOT checked, then I guess I would have been really surprised on the morning of check-in

 

[keishashadow]

I'm so angry that I'm in tears.

I reserved a Grand Villa at OKW for 12/2 - 12/4 for my family vacation. All went well with the reservation, and I received documentation to confirm all.

On April 8, I called MS to see if I could ask for a villa near the Hospitality House. No problem, the request was noted on my reservation.

Today, I just happened to be looking at my points on dvcmember's website, and I see that they have switched my reservation to a 2-bedroom!

I called MS to see what's going on, the woman says "Oh, I'm sorry, there are no more villas now". I said "that's a shame, but Disney changed my reservation without my authorization, so please fix this". Her reply was "I'm going to pull the tape of your conversation of April 8 to see if you did, in fact, ask to be downgraded to a two bedroom unit". I assure her that I did not, as I have a family of 8 (plus me - so it's 9 people). She said "I am going to listen to the tape and call you back".

This is insanity. I don't want all of us scattered throughout the resort in different rooms. I can't believe this.

sorry to hear of this, hope it all get worked out

since when did DVC start taping conversations not that i care (other than i'd like to be informed of same-wonder if it's in the intial blah-blah i usually skip over?), if anything probably helpful in situations like this .

 

[Luckymommyx2]

I'm so sorry to hear this! I hope everything works out for you. Please keep us posted.

 

[bobbiwoz]

What's the news? I hope you get the GV!!!

Bobbi

 

[Kim&Chris]

What's the news? I hope you get the GV!!!

Bobbi

I have to wait until they listen to the tape of my April 8 conversation with MS. Don't you just love it??? Once they determine whose "fault" it is, they are going to call me back. If I don't hear from them by 4:30, I'm going to have DH call.

 

[bgraham34]

Wow, best of luck, I am sorry to hear that. I had friends who Disney cancelled a ressie on them at GF a few years ago. They were checking in and Disney had no record of it. It took hours to settle it. But good Luck.

 

[jbrowna]

You are already more patient than I would have been! My reply to "I have to pull the tape of your April 8 conversation" would have been to ask to speak to a supervisor or manager immediately. They can listen to all the tapes they want, but you know what you asked for! If they didn't clearly state that they were going to change your reservation to a two bedroom, and change the point usage, return the extra points to your account, tell you what the new point balance would be, etc., etc., then they are STILL at fault and they need to make it right!

 

[JimMIA]

The big issue here is not whose fault it was -- although I'm sure the fact that it wasn't your fault will strengthen your bargaining position.

The problem, of course, is that they almost certainly do NOT have a GV to give you. It's not like they can just wave a magic wand and create one. I'm sure yours was snapped up instantly by someone on a waitlist.

 

[Kim&Chris]

The big issue here is not whose fault it was -- although I'm sure the fact that it wasn't your fault will strengthen your bargaining position.

The problem, of course, is that they almost certainly do NOT have a GV to give you. It's not like they can just wave a magic wand and create one. I'm sure yours was snapped up instantly by someone on a waitlist.

That's the part that has me most upset. The fact that I got the GV and now it's gone....that's what has me so irate. Let me tell you this: if they can't produce a GV for me, then Jim Lewis's office is getting a call. Many, many calls if necessary.

 

[evaready51]

sorry to hear of this, hope it all get worked out

since when did DVC start taping conversations not that i care (other than i'd like to be informed of same-wonder if it's in the intial blah-blah i usually skip over?), if anything probably helpful in situations like this .

It is a law that if they are taping the conversation they must inform you!!!

 

[william4192]

Waiting to see what happens

 

[Tigger031266]

I have had the same issues with travel agents. I am always relieved they say they will pull the tape because I know that I am right.

Just my opinion, be glad they have a tape. DVC will clearly see that it was their fault and fix it. If they did not have the tape, I think they would just keep telling you they are sorry (but they would not believe you). The tape is hard evidence.

Before you get too irrate, give them a chance to fix it.

It is good to know that DVC tapes things.....

 

[Jaaron2]

 

[ADP]

It is a law that if they are taping the conversation they must inform you!!!

"Your call maybe monitored or recorded for quality assurance purposes"

 

[WDWRR_ENGINEER]

Not quick enough it seems. ADP great minds think alike.

when you call the recording says something like your call is being recorded for training purposes so I guess that is the notice about recording.

Joe

 

[DisDaydreamer]

It is a law that if they are taping the conversation they must inform you!!!

Well... kind of, maybe.... These days everyone puts a discaimer that they MAY record for quality purposes or training or something like that. Usually just a fluff announcement to give the impression of caring. Hopefully though Disney does in fact record.

I am afraid that Jim is right also, so push them to be creative... maybe a GV at a different resort or a couple of two bdrms with a hole knocked out between them... ok that last one probably won't happen.... Good luck.

 

[Disney_Villain]

Here's another example of why we DVC'ers really need a real-time online reservation system (and a similar waitlist system) for our DVC resorts. Not the "submit the form" system we currently have for ressies, which is dealt with by a MS staff person later (no different from calling it in). We should be able to check availability online and book immediately based on that information - and have it all processed electonically at that same moment.

This is done by all major hotels, and its time we had it too. I've heard that this is being planned by DVC. Good! Its time we had the control over making our own ressies, and not worrying about some monkey at MS messing it up.