picked for MS survey

[SleepyatDVC]

I was randomly picked the last time I called MS to participate in a survey.

One of the questions asked was "what would be my preferred method of securing a reservation - phone, fax, e-mail, or internet?"

While I prefer phone over fax and e-mail - I need to know instantly the availability - I picked internet. Wouldn't it be great to see instant availability and be able to reserve on-line?

Of course I also see many potential problems with internet booking. If we thought it was hard getting a standard view at BWV or a GV, I think instant on-line ressies will compound the problem, what do you think?

Well, just thought I'd pass along what MS asked.

 

[KNWVIKING]

The ability to do it on-line would be great,but they would have to leave the existing phone system in place as not everyone has internet access. Also, based on the performance of the existing member web site, DVC would need to totally revamp it or something as important as on-line reservation would become a total nightmare.

 

[CarolMN]

Originally posted by KNWVIKING
The ability to do it on-line would be great,but they would have to leave the existing phone system in place as not everyone has internet access. Also, based on the performance of the existing member web site, DVC would need to totally revamp it or something as important as on-line reservation would become a total nightmare.

I agree. If they don't properly plan server/website capacity to handle the huge demand for the more popular times, the site could crash and mess up everything! At least with the phone system, you just get a busy/fast busy when there are more calls than MS has agents. Can you imagine what COULD happen when everyone logs on at midnight to try to get Christmas ressies?

In any event, it may be too expensive to build a reliable, real time system relative to the value DVC members would receive. Much as I would like an online, real time system for ressies, I would not be in favor of increased dues or a special assessment to pay for it UNLESS it could be shown that MS could significantly reduce operating costs as a result. (Can't imagine that Disney would foot the bill for this. I'm quite sure DVC members would have to pay for it). In other words, I sure hope someone does a valid cost/benefit analysis before undertaking something like this. If Disney hasn't done this for any of its WDW resorts on the official site, I have to question why it would make economic sense for DVC to do it. A "real time" ressie system may SEEM simple, but IMHO, it isn't at all simple or cheap to do!

 

[SleepyatDVC]

Good points! While instant access/availability would be nice, I don't think the headaches of crashes, added costs, and harder to get ressies would be worth it.

I actually like talking to someone on the phone when making my ressies. I guess ideally I would like to see the inventory availability on-line (without the on-line booking capability) so that I don't have to make numerous calls to MS to find out what's available at what resort for what unit on what date! The pre-planning before the actual plans, if you know what I mean. Of couse, on-line read only inventory will have a major strike against it already - what's to prevent a major rush to book the last 2 preferred view BWV studio that I want for my trip?!!!

Anyway, not to worry, judging by the current Disney websites, any DVC on-line MS will be a looonnng time coming.

 

[jmminarik]

Originally posted by SleepyatDVC
I guess ideally I would like to see the inventory availability on-line (without the on-line booking capability) so that I don't have to make numerous calls to MS to find out what's available at what resort for what unit on what date!

At the start of this thread, this was what I was thinking would be nice. I don't need on-line reservations for DVC since I actually like talking to the DVC CM's.

I'm sure there would be some problems with this sort of system, but it would be nice to be able to check on availability outside of the MS working hours. Especially when you consider a large portion, if not an actual majority of DVCers don't live in the US Eastern time zone.

-Joe

 

[CarolMN]

I really don't like most of the DVC surveys because they never seem to include anything in the questions about cost or how things are going to be paid for. Of course, there are lots of changes/features I would LIKE to have, but I am not willing to PAY for most of them. Almost everyone will say they want something if it is free. IMHO, without the cost side of the equation, the surveys are of no value to decision-making. I sure hope we members are NOT footing the bill for these "worthless" surveys.

Instead of just asking if members want an online ressie system or even just an online "availability" system, I think they should ask how much you as a member would be willing to pay for it (either by increased dues or a special assessment). As I posted above, I cannot believe Disney would pick up the tab - there's no benefit to them. The savings would come from decreased staffing levels at MS and IIRC, we members pay for that.

Anyway, I do agree with SleepatDVC - " .. not to worry, judging by the current Disney websites, any DVC on-line MS will be a looonnng time coming".

 

[Caskbill]

When this was first discussed several months ago, I believe the original proposal by DVC was a system to check availability only, and not to make ressies.

Such a system would not be nearly as costly, and might reduce the number of calls to MS as many (those using the system) could check ahead first to see if the dates they want are available or not.

Such a system would also give Disney opportunity to evaluate it's usage (they could monitor the 'hits') and determine real value in making on-line ressies available later.

There's a big difference in a system that can look at availability and one that can call up all member's accounts, look at banking, borrowing, multiple contracts, and book ressies.

While I would really like the latter, it could be very costly. I think the former, if relatively cheap, could still be a big benefit to vacation planning.

 

[drusba]

First off as far as cost, internet access would not affect dues. MS gets its operating income from three sources: (a) a $1 per year per member charge that can neither go up nor down; (b) exchange fees (the $75) for trades and commissions as a travel agency (for reserving cars and flights); and (c) it gets a large percentage of the breakage income--the amount collected on rentals of units when members have not reserved by 60 days out. Breakage income for the 5 and soon to be 6 DVC resorts is well into the several millions per year. If you read your documents carefully and your annual dues breakdown you will see the above--MS is legally named the Buena Vista Trading Company and the documents describe the above as its only sources of income to cover its operations.

Next, though I do not know how much it would cost to set up a reliable website reservation system, I am aware that numerous hotels and resorts have just that and thus I have to assume it is not overly expensive.

 

[msdis]

I don't think those costs would be nearly as much as the cost of real people manning telephones all day. There are a lot of times we call just to see what's available. As someone said, checking availability would be so convenient. Also, how many of us just need to check our account? If we could print out info to be able to keep track of things it would be so much more easy.
How many of us check out airline fares, our skymiles accounts, our bank accounts, pay bills on line, trade stocks on line, access other financial accounts like 401k's and make changes? Most of these services actually cost LESS for both the provider and the user and are very much encouraged. Crashes are WAY overrated! This move would cost a whole lot less for DVC and us not to mention the convenience. I hope they do it real soon.

 

[ncligs]

msdis,

I agree 100% with what you said..and I have said this numerous times

 

[DeeP]

Online DVC reservations might be sooner than some think. We just returned from WDW and the survey that you get in the mail following a trip to rate the resort, well I got a card in the mail telling me to go to a website to complete the survey on line! This was from BWV. So it seems Disney is leaning more and more to online access.

 

[DVC Eeyore]

Personally, I would like to see both MS continue its work as well as offer internet access. I don't like the idea of ONLY internet reservations as many people do not have internet providers, some cannot do it from work as it falls under the "unacceptable use of work provided computers" whereas many places will allow "minor use" of work phones especially as MS is a toll free call. It would make it hard for those who can only phone from work or for those who don't have computers.

I would like to go online to check availability from home so I know if there is a chance of getting what I would like so I can make alternate plans before calling MS. That would be awesome!!

I don't like the idea of everything going online only either--reference the e-mail sent out with an on-line survey about the guidebook where a lot of questions made it seem like the wanted to put the entire guidbook on the internet. . .

It may bring down the overall costs which would be great but I hope MS doesn't hinder those without computers from enjoying all the benifits of DVC!!

DVC Eeyore

 

[crisi]

DeeP,

I hope your survey wasn't like mine. The URL was wrong, once I got there, the authentication piece was broken. If that survey was the future of Disney reservations - I'd be very concerned (it was outsourced - I know, because I called some survey research firm to get the right URL then the right authentication).

Having been involved in web enabling traditional business processes in the past, a lot of the cost depends on how much needs to be done, and what can be done in house vs. outsourcing. And if they can leverage off the traditional Disney hotel's efforts in this area. They get very expensive very quickly (in my company, we figure a simple meeting of ten people for an hour "costs" a project over a $1000 in time - assuming no one orders donuts). And there is seldom really good return on investment - you have to lay off a whole bunch of $6 an hour CM to make up for a million dollars in development. And that assumes you can lay off any $6 an hour CMs, your call volume always increases when you release a web app to the public as people have questions on the site - then starts to go down. (And you still need to hire someone to maintain your technology infrastructure, computers do not run themselves).

If they let us check room availablility but not book, that would be great for those of us that understand. But I wouldn't want to be the CM when that angry woman calls in with "what do you mean, that 2 bedroom at BCV was available last night on your web site?!" Ugh! Customer relationship nightmare.

Don't get me wrong, I'd love to see a better DVC site! And I'd love to see functionality including booking on line. I wouldn't even mind a small dues increase or assessment to cover it. I just don't think it will be cheap, easy, or problem free.