Some of you may have read my post from last week regarding how my points got messed up when a BCV CM changed my reservation from a dedicated 2BR with 2 queen beds to one with a queen bed and a sofa bed. I emailed Jackie regarding what had transpired, and received a telephone call from her today.
Jackie did confirm that BCV CMs are not supposed to make this change unless absolutely necessary, and that if they do, the member is supposed to be contacted before they arrive at check in that such a change is being made because the member specifically reserved one type of room.
As for the problem with the points, whenever a resort CM has to make changes to a member's points for a reservation, MS is supposed to be notified. MS is supposed to handle all transactions if they are open. If not, the next business day, MS is supposed to be contacted to make sure that the points are as they should be.
Obviously, neither of these procedures were followed in my situation. However, Jackie says that she is following up with BCV to make sure all CMs have proper training and that they know the procedures.
Jackie did confirm that BCV CMs are not supposed to make this change unless absolutely necessary, and that if they do, the member is supposed to be contacted before they arrive at check in that such a change is being made because the member specifically reserved one type of room.
As for the problem with the points, whenever a resort CM has to make changes to a member's points for a reservation, MS is supposed to be notified. MS is supposed to handle all transactions if they are open. If not, the next business day, MS is supposed to be contacted to make sure that the points are as they should be.
Obviously, neither of these procedures were followed in my situation. However, Jackie says that she is following up with BCV to make sure all CMs have proper training and that they know the procedures.
