on-line booking not fair list

[paults]

If your peeved like me about the 1 hour disadvantage we phone callers now have over on-line bookers please post on this thread and call or e-mail MS or whomever to voice your concerns. I already e-mailed them and got no answer back yet. I tried the e-mail for member satisfaction but it didn't go through so I did it on the DVC member site.

I'm number

1 Paul


we need to let DVC know we are not happy.
Hope I'm not alone in this.

 

[loadsapixiedust]

You are not alone - I'll be number 2

I'm on my second email to Member Services. We are unable to use the online booking due to needing an accessible room. There's no choice the online system cannot handle accessible room requests. Therefore we have the one hour time disadvantage and I also noticed there is the ability to book for 14 nights online but only 7 nights by phone.

All this on top if the fact that we are already limited to only certain room types and views (none of the lower points options like the AKV Value studios or BLT standard view studios are available with wheelchair access).

Really unhappy DVC-ers here

 

[Scott H]

Question, I looked at the online system and saw no way one could specify what contract one wants the points drawn from. I know I may have missed this option.

At this point this does not look good.

 

[js]

While I would like to be selfish and use the 1 hour difference to my advantage, there are times when I need to move at 7 months, borrow from U/Ys, etc, which I have to do this week.
Knowing others can book an hour before I can at my 7 month window doesn't make me happy and all things should be equal.
I make it a point to watch the clock diligently and call at 9 am so should others.
Please add me....No. 3.

 

[luckyman_apd]

If you are griping about the 7 month window, I can't agree with you. Technically you have an 11 month advantage for your home resort. They CAN take away your ability to book at other resorts IF they choose (although I doubt they will) so I don't think they will listen to your argument over 1 hour. However, #2, you have a serious gripe on your hands. Not about the 1 hour difference (as they should NOT give out Handicapped accessible rooms right away. They should be reserved at least a few days for those who need them. I can see opening them up a day or two later, so you would have first shot at it. Also, I think you have a case for getting a HC accessable room for the lower point values if they don't have one available......as long as it is your home resort. If it is not you home resort, then it is an extra for you to be able to reserve at a different resort (meaning a perk they could take away).

I don't really understand why they would make the 1 hour difference, unless they are hoping more people will book online, so CS reps can spend more time dealing with the folks who have more complicated reservations to make (transfers, HC rooms, different UY, Etc.)

 

[dcfromva]

You are not alone - I'll be number 2

I'm on my second email to Member Services. We are unable to use the online booking due to needing an accessible room. There's no choice the online system cannot handle accessible room requests. Therefore we have the one hour time disadvantage and I also noticed there is the ability to book for 14 nights online but only 7 nights by phone.

All this on top if the fact that we are already limited to only certain room types and views (none of the lower points options like the AKV Value studios or BLT standard view studios are available with wheelchair access).

Really unhappy DVC-ers here

loadsapixiedust,
If you must call to get an accessible room, then wouldn't everyone who needs a similar accomodation also have to call and have the same disadvantage? Or, are the accessible rooms mixed in with the rest of the inventory? If they are mixed in with the rest of the inventory, could you book online at 8am and then call at 9am and have member services adjust your reservation?

 

[dvcdisney]

You are not alone - I'll be number 2

I'm on my second email to Member Services. We are unable to use the online booking due to needing an accessible room. There's no choice the online system cannot handle accessible room requests. Therefore we have the one hour time disadvantage and I also noticed there is the ability to book for 14 nights online but only 7 nights by phone.

All this on top if the fact that we are already limited to only certain room types and views (none of the lower points options like the AKV Value studios or BLT standard view studios are available with wheelchair access).

Really unhappy DVC-ers here

I can't understand why they cannot set a category for accessible rooms online. I think it would be easy enough to have the option at the beginning of the search to choose HA rooms. So all the system needs to do is check for designated HA rooms. So if there is only 10 in the resorts, there should be 10 available HA rooms to book. And when there has been 10 booked for that resort, they can say that it's not available, but these other resorts have HA rooms available.

I'm not in IT...so maybe this is more difficult than I imagine. But if that's the case, then NO ONE should be able to book these HA rooms unless you call. So everyone who needs to book these rooms have the same chance at 9am to call just like before.

I don't want or need one, but I know that it's something that should be only available to those who need it. It should not be a request - like a higher floor or a location or even a view. This is required for many.

I hope you post the responses you receive through your emails. Good Luck.

I just wanted to say, that this may all be coming in the next few months as a way to upgrade. The system is still new so I'm sure they are glad that people are sending in their concerns. I don't think DVC has in any way tried to treat anyone poorly.

 

[YankeePrincess]

Is there a link describing this online check in thing? Why is it unfair? I don't like unfair.

 

[drusba]

Therefore we have the one hour time disadvantage and I also noticed there is the ability to book for 14 nights online but only 7 nights by phone.

Really unhappy DVC-ers here

Though I sypampathize with those who need to call, including for accessible rooms, and have an hour disadvantage, it is incorrect that you can book 14 days with on-line booking . If you are trying to book exactly 11 months out at home resort or exactly 7 months at others, you can book only 7 nights with on-line booking just like when calling on the phone. Of course, also like when you call, if you are booking well within those windows, like at 10 months or 6 months out, you can book 14 days because the 7 night limitation does not apply when calling later.

 

[JJSWDW]

Actually,I'd argue that an online reservations site should be open 24 hours regardless of when the call center is open. This is how most companies deploy their self service portals. It's to make the system available over a broader time period than you could afford to staff the call center for. On the HA rooms, if they're not a major category like studio, 1br, 2br ded, 2br LO, GV, then it seems the course of action would be to reserved a room at 8am then call at 9am to get it tagged with HA. For this, the play field would be level. Yes, it seems a little clumsy this way, but until they do an update to add HA to a room this could be the answer. I wonder if one of the reasons they didn't do HA on version 1 of the online site is to prevent so-called commercial renters from blocking these limited categories and having a captive audience for rentals?? At smaller resorts like VWL, this would be easy to do. I do hope they clarify that HA policy soon and, if necessary, put in the changes required to support it. People needing HA rooms should have an equal chance to get them.

 

[wilma-bride]

I must admit, being in the position where I also have to still call MS to book (only in this particular instance since we need to use transferred-in points and there is no way to do that online) I am peeved that tomorrow people will be able to book one hour before me and there is nothing I can do about it.

And, to the poster who suggested that it wasn't a fair gripe over the 7-month booking window, it absolutely is if someone can book an hour before me and snag a room I would have liked just because their booking is 'straightforward' and they can do it online whilst mine is not and I have to wait until 9am EST before I can phone MS.

 

[lilpooh108]

What is the online booking v calling MS debate? Which one gives you an one hour advantage? I guess I'm behind on what's happening

 

[dvcdisney]

What is the online booking v calling MS debate? Which one gives you an one hour advantage? I guess I'm behind on what's happening

What people are complaining about is that on the 11 mth booking date, you can start booking online at 8am while those who call will have to wait until 9am.

But I'm wondering what they would do to fix this problem. I think that if they had the same time for both --- ie. 9am opens up the online booking for the 11mth window to coincide with the opening hours of MS, then I'm sure someone will complain that it's not fair because online booking is allowing a lot of people to book at the same time, while someone calling may have to wait for the next available CM. I just think that there will always be some complaints depending on the situation.

 

[Sammie]

I have contacted them too and sadly they did not seem very concerned. I was told it is no great advantage to have an extra hour and they were "sure" no one would be shut out of a booking due to just one hour.

They also said that they had not heard any complaints about the time difference.

 

[Sammie]

Actually,I'd argue that an online reservations site should be open 24 hours regardless of when the call center is open. This is how most companies deploy their self service portals. It's to make the system available over a broader time period than you could afford to staff the call center for. On the HA rooms, if they're not a major category like studio, 1br, 2br ded, 2br LO, GV, then it seems the course of action would be to reserved a room at 8am then call at 9am to get it tagged with HA. For this, the play field would be level. Yes, it seems a little clumsy this way, but until they do an update to add HA to a room this could be the answer. I wonder if one of the reasons they didn't do HA on version 1 of the online site is to prevent so-called commercial renters from blocking these limited categories and having a captive audience for rentals?? At smaller resorts like VWL, this would be easy to do. I do hope they clarify that HA policy soon and, if necessary, put in the changes required to support it. People needing HA rooms should have an equal chance to get them.

It is open 24 hours except for maintenance downtime.

 

[YankeePrincess]

What people are complaining about is that on the 11 mth booking date, you can start booking online at 8am while those who call will have to wait until 9am.

But I'm wondering what they would do to fix this problem. I think that if they had the same time for both --- ie. 9am opens up the online booking for the 11mth window to coincide with the opening hours of MS, then I'm sure someone will complain that it's not fair because online booking is allowing a lot of people to book at the same time, while someone calling may have to wait for the next available CM. I just think that there will always be some complaints depending on the situation.

Yeah that seems unfair to those who are not comfortable with online check in. I think they should both open up at the same time. Sure it is open to everyone to check in online but some people may not have a computer or do not feel comfortable.

 

[lockedoutlogic]

If you are griping about the 7 month window, I can't agree with you. Technically you have an 11 month advantage for your home resort. They CAN take away your ability to book at other resorts IF they choose (although I doubt they will) so I don't think they will listen to your argument over 1 hour. However, #2, you have a serious gripe on your hands. Not about the 1 hour difference (as they should NOT give out Handicapped accessible rooms right away. They should be reserved at least a few days for those who need them. I can see opening them up a day or two later, so you would have first shot at it. Also, I think you have a case for getting a HC accessable room for the lower point values if they don't have one available......as long as it is your home resort. If it is not you home resort, then it is an extra for you to be able to reserve at a different resort (meaning a perk they could take away).

I don't really understand why they would make the 1 hour difference, unless they are hoping more people will book online, so CS reps can spend more time dealing with the folks who have more complicated reservations to make (transfers, HC rooms, different UY, Etc.)

Though i think that 24 access inevitable...and i have no problem using it...

I do see that there is an inherrent unfairness to not keeping the same hours as it stands.

Rest assured...they want RID of the call in system to save labor and cost...cause that's what they always do...so that will happen.
But if you have both, then i kinda think that it should be same hours.

This is not like booking a rack rate room...there are no funds involved...no deposits.
Members - who are all equal on the ability to book without thinking of a penny - should have equal access.

This allows people to potentially do what they have done with dining for years...use "placeholder" reservations booked at 8 to keep their options open - say early in their use year - then dump them down the line when they decide what their fancy is...

so there is something that should be tweaked here. I might be awake at 8 am but grandma may not...great for me, bad for her...

but unfair. if there was a credit card transaction involved...where you have to give up money...i wouldnt care as much.

As far as the 11 month window/ ability to book at other locations. You know that that is what they sell the think on.
They sell the thing - every sale in history - on the ability to book where you want. it is the cornerstone of the whole damn business....along with the point system.

that also doesn't account for the inequality...say in 24 hours on January 25...for those trying to book on the 11 month...say at contemporary or beach club...indemand

IF they want to revoke the 7 month right per contract - try.
The rats will be jumping off a burning ship. it would never wash and we all know it...there isn't a line to buy this thing anymore. (nor ever was...for that matter)
If they want to trap me at saratoga...go ahead.
I won't sell it...i'll keep it. And i won't use it...wont book, wont exchange. No additional revenue...no food, no drink, no crap, no tours, no tickets, no rec
...where the real money is made, as we all know

 

[Sandisw]

I can't say that I agree that it is unfair at this point because every single DVC member has the ability to take advantage of the online system.

If someone is more comfortable calling or prefers to call, then that is certainly a choice.

I would agree, though, that DVC should be doing a better job of informing members that online booking starts at 8:00 am the morning vs. 9:00 am for phone calls of the 11/7 month window. And, without that notification, it might be unfair to members who don't realize it is the case.

In terms of some of the issues in being able to specify contracts, reserving handicap accessible rooms, etc, I think those will come in time. When they discussed this, they did say that it would roll out on January 19th and I am speculating that they are starting small-simple booking and cancellations, and will add other aspects as they work out the kinks of this.

I even think at some point, you will be able to modify reservations or change at the 7 month mark by replacing what you have with the new reservation--not possible yet since you have to cancel and then rebook.

 

[mousefan1972]

I have contacted them too and sadly they did not seem very concerned. I was told it is no great advantage to have an extra hour and they were "sure" no one would be shut out of a booking due to just one hour.

They also said that they had not heard any complaints about the time difference.

Repeating what I said on another thread:

Last week on Thursday, Jan. 19th, I called MS at 9 a.m. on the dot to book BLT Dec. 19-26, 1 BR standard view. That was the day online reservations began. I could not book my stay b/c the night of the 19th was not available.

The CM suggested that since online booking started that very day, other members likely booked up the available rooms starting at 8, thus shutting me out b/c I didn't have the link yet and had to call at 9. So how can they say it doesn't give an advantage when it was the CM who suggested I got shut out by those who beat me to the available rooms by booking them online before I could call?

Adding this tidbit: the same CM suggested that I try the next day, Dec. 20th, and use online booking to secure my reservation. I got on the website at 8 a.m. on the dot and was able to book a standard view 1 BR for Dec. 20-27.

Before I shut off the computer at 8:30 to go to work, I checked availability again. Standard view 1 BR was NOT available for Dec. 20th. So, anyone who wanted to book that particular room type at 9 a.m. via calling MS would be shut out by members like me who booked online at 8. Because the CM told me to. So I wouldn't lose out. Yikes!!!

 

[DVCMAUREEN]

I haven't had a chance to use online booking yet. Based on comments, I understand that you can't book a room online if you need to use transferred points. Question - can you use online booking if you need to borrow points from the next use year? Thanks!