Question about renter verifying ressie

[Mamiamjo]

I have a renter that is uneasy with paying the balance due for their Nov stay.
I have given them references. I have given them the written confirmation from DVC. I have given them a signed rental agreement with all the details. It seems that the Husband now wants additional "Proof" that the ressie is good.

They suggested that we make a three way call to MS to verify the reservation. For those of you that have done this, how do you keep the renter from getting your membership number, if they're on the line when you call MS?

Thanks for your help,
Mike

 

[chalee94]

if it's not too late for you, ditch the renter.

eventually, it will occur to them that you may have called a partner rather than MS...or that you could call and cancel immediately after the 3-way call...and they'll panic again and continue to be a hassle and waste your time...

if you're more patient than i am, you supposedly can dial them into the call AFTER you've established your identity...but it's not worth the trouble.

 

[salmoneous]

All you can do is conference them in after you have given your info. If the renter is as suspicious as they sound, they may reject this, since they have to way to know it's DVC.

There is *no* proof you can offer the renter. No matter what you show them, you always have the option to cancel the reservation the next moment.
If they insist on it, start talking to them about ending the agreement.

NOTE - This is exactly why I think it is a bad idea for DIS posts to suggest 3-way calls. They put ideas into renters heads that will cause trouble for members down the road.

 

[JimMIA]

All you can do is conference them in after you have given your info. If the renter is as suspicious as they sound, they may reject this, since they have to way to know it's DVC.

This IS the only way, and they should understand that you are not going to share personal account management information with them any more than they would give you their ATM card and PIN. If being brought into the conversation after the security questions have been answered is not satisfactory, you really can't help them.

There is *no* proof you can offer the renter. No matter what you show them, you always have the option to cancel the reservation the next moment.
If they insist on it, start talking to them about ending the agreement.

I agree. If you can't make them happy, renting really is not for them. Renting requires trust on both sides, and it's definitely not for everyone.

NOTE - This is exactly why I think it is a bad idea for DIS posts to suggest 3-way calls. They put ideas into renters heads that will cause trouble for members down the road.

I think a conference call is fine, but it is not going to satisfy everyone. For many people, the opportunity to speak directly with MS in a conference call may be the one reassurance they need. For others, it may just create more doubt. The bottom line is, if the trust isn't there, it isn't there.

All that said, I assume you had some sort of semi-formal agreement with them, either by contract or some other form. Trust works both ways and they should abide by the agreement they made.

It's entirely possible that the reluctance you are facing is caused not by a sincere lack of trust, but by their finally adding up the total costs of the trip and finding they can't afford it, even with the savings of renting. That's not your bad.

 

[LisaS]

I hope your rental agreement stipulates that the initial deposit is nonrefundable. I would be very concerned that these folks are going to back out on you. Once you are 30 days or less from their check-in date, your points will go into holding if you cancel their reservation. If I were you I would tell them you must receive their final payment immediately, otherwise you will cancel the reservation and keep the deposit. It sounds like you have honored your part of the agreement and if they are not prepared to hold up their end of the bargain, cut them loose before you get stuck with points in holding.

 

[CarolMN]

I wouldn't do a 3-way conference call. As others have said, it makes no difference since a dishonest person can call at any time to cancel. I'd tell them exactly that.

Then I'd ask why they are so nervous now. They have your references, name, address & TN as well as a written agreement and a copy of the confirmation letter. What has changed since they sent in the deposit?

I'd end by saying that I will uphold my end of the agreement and that I expect them to do the same. If they don't, I will cancel the reservation and keep the deposit just as the agreement says.

And I'd have the conversation with the husband since he is the one who is suddenly so worried!


Good luck -

 

[mikesmom]

I agree with the above posters. Enough may never be enough with some folks. Tell them for a November ressie you still have time to cancel without losing points OR to re-rent (sheesh, look at the waiting lists for that month!) and you'll be fine with cancelling and keeping the deposit.

If they can't trust you with all you have given them, they never will. They are just going to torture you for the next 2 months.

 

[Deb & Bill]

I third them all. Hopefully you had a agreement that they would pay the balance by a certain date or risk cancellation. If that date has passed, remind them of the agreement and ask for final payment or you will cancel the reservation and keep the deposit for their failure to fulfil the agreement.

There is no reason for a three way call unless it was part of the original agreement that they accepted.

 

[Dean]

I agree with the above information. Let them know if they don't pay the balance by X date, you will be forced to consider them in default and cancel, retaining their deposit. I'd simply remind them of the terms you and they agreed to and make sure you cancel before 30 days out to avoid the holding account. I would not let them have access to your member number.

 

[jodifla]

And this is why points rent for $10! Because of all the risk involved!

 

[JimMIA]

As I said above, I don't have any problem at all with a conference call, despite its limitations. It's zero risk to the owner, and a simple thing to do to help the renter get the confidence they need.

Whether or not I would make one would depend only on how I felt about the renter. If I thought the renter was a quality customer who just needed a little bit of reassurance, I wouldn't hesitate for a second to make the call.

If you're going to rent points, you're going to have to do some extra work for things like this, DDP/DME, requests, etc, etc. If you're going to conduct a business transaction, you can expect to jump through a few hoops.

OTOH, if the renter was high-maintenance, multiple shifting demands, difficult to get payments from, I would not make the call. I'd tell them, "We have an agreement, pay up or wave 'bye, bye' to your deposit."

 

[pyrxtc]

well, when I rented, I was able to call MS and verify the ressie but couldn't make any changes or anything but they would tell me it existed under my name using the ressie number as reference.

 

[LIFERBABE]

well, when I rented, I was able to call MS and verify the ressie but couldn't make any changes or anything but they would tell me it existed under my name using the ressie number as reference.

This was stopped months ago. Now only the member can call MS. MS will no longer give out any information or verify ressies.

I wont do 3 way calls either. The OP has done more than enough and if they are that nervous, that will not make them comfortable.

 

[Dean]

It's zero risk to the owner, and a simple thing to do to help the renter get the confidence they need.

I don't think it's zero risk. A sharp person could easily gather enough info on such a call and with little additional research to pose as the owner and make reservations, transfer points, cancel reservations and the like. There might be a way to do it and make all happy but a simple 3 way call isn't it. Maybe you could mute the renter until you got to the appropriate point in the call.

 

[Deb & Bill]

I don't think it's zero risk. A sharp person could easily gather enough info on such a call and with little additional research to pose as the owner and make reservations, transfer points, cancel reservations and the like. There might be a way to do it and make all happy but a simple 3 way call isn't it. Maybe you could mute the renter until you got to the appropriate point in the call.

And at that point, the unscrupulous person would connect the call to their cohort in crime.

 

[Mamiamjo]

After discussing the option of a 3 way call with the renters, we have agreed that it isn't necessary (nor very useful). They have agreed to continue and have sent payment along. I think everything is good to go at this point.

Thanks for everyone's feedback.
Mike

 

[CarolMN]

That's good news - thanks for letting us know.