Reservation changed and there is nothing I can do.

[Kris_M]

I have a split stay reservation for April. 2 nights in a studio and 5 nights in a 1 bedroom (different resort).

I had a wait list that I am positive I deactivated several weeks ago. We decided to use the points because did not want to spend the extra night in a studio. I know I was very sure it was inactive because I was not about to order groceries for the 1 bedroom, make fast passes and brunch reservation without know the day of the move.

I happened to go into mydisneyexperience last night to make sure my daughter ordered her magic band color and I noticed my on-line check-in was gone, the bands I picked for the rest of us were gray again. Than I saw that we had 3 nights in a studio and lost the first night of the 1 bedroom. I immediately checked and the 1 bedroom was no longer available.

I called this morning and after being on the phone 40 minutes I was told that my waitlist came through and the 1 bedroom was no longer available. I told the Supervisor (Millie) that I am positive it was inactive and the system still shows inactive and nothing came through for a waitlist.
Millie said that it isn't showing because there was a "glitch" in the system that day and they did it manually so it doesn't show. I said the "glitch" must have activated something because I don't know how else to prove it was inactive other than the fact it showed in-active and still does.
She said there is nothing she could do.
Someone on another forum last night suggested asking they use a cash room to fix the problem (it is available). I did ask and Mille said nope, nothing she can do.

I am so frustrated because I am very meticulous about planning. I know my waitlist was in-active. I will never use the waitlist system again.
Very frustrated.

 

[DebbieB]

I have a split stay reservation for April. 2 nights in a studio and 5 nights in a 1 bedroom (different resort).

I had a wait list that I am positive I deactivated several weeks ago. We decided to use the points because did not want to spend the extra night in a studio. I know I was very sure it was inactive because I was not about to order groceries for the 1 bedroom, make fast passes and brunch reservation without know the day of the move.

I happened to go into mydisneyexperience last night to make sure my daughter ordered her magic band color and I noticed my on-line check-in was gone, the bands I picked for the rest of us were gray again. Than I saw that we had 3 nights in a studio and lost the first night of the 1 bedroom. I immediately checked and the 1 bedroom was no longer available.

I called this morning and after being on the phone 40 minutes I was told that my waitlist came through and the 1 bedroom was no longer available. I told the Supervisor (Millie) that I am positive it was inactive and the system still shows inactive and nothing came through for a waitlist.
Millie said that it isn't showing because there was a "glitch" in the system that day and they did it manually so it doesn't show. I said the "glitch" must have activated something because I don't know how else to prove it was inactive other than the fact it showed in-active and still does.
She said there is nothing she could do.
Someone on another forum last night suggested asking they use a cash room to fix the problem (it is available). I did ask and Mille said nope, nothing she can do.

I am so frustrated because I am very meticulous about planning. I know my waitlist was in-active. I will never use the waitlist system again.
Very frustrated.

I would ask for a priority waitlist for the one bedroom 1 night. It's more than 30 days out, there's a chance that night could become available. I would also contact the member satisfaction team. Make yourself a pest until they do something.

 

[CarolMN]

Sorry to hear what happened Don't have anything to add to what DebbieB suggested. Hope it works out for you.

 

[Kris_M]

Please bear with me because there is more to the story and I am even more aggravated now that I thought about it. I didn't mention above what I am about to explain because Millie (Supervisor) told me it had nothing to do with this issue - but I thought about what she said and it doesn't make sense.

I was on the DVC website this past Wed. (2/17) because I wanted to make an adjustment to my Nov. trip. (BTW, all my points for this are from the same BWV contract).
I called member services Wed. and the woman I spoke to made the adjustment for Nov. as I requested. (I watched on-line). This required me to borrow points from my 2017 BWV UY because my 2016 UY showed 0 points (accurately).
She reviewed the borrowing policy and it was exactly as I calculated. I saw the correct points adjusted and the additional day showed up in my upcoming reservations so all looked well. Points were borrowed from 2017 and 2016 still reflected 0 points.

On Thursday afternoon (2/18) I received 4 emails that I could tell from the subject line were confirmation emails. I was working on something important and thought to myself it was strange she sent the changes twice (should have bee 2 mails, not 4). Anyway, because I had checked it all when I made the reservation change the day before, it didn't occur to me to check the emails.

Then last night when I saw the problem with the April res. in mydisneyexperience, I went into the emails, and sure enough, 2 of them reflected the changes for the April trip. I went into my DVC account and it now shows "21" 2016 UY points which is the difference between dropping the 1 bedroom for one night and picking up the studio in April.

Immediately, I assumed on Wed., the woman some how altered my April reservation as well as Nov. because the coincidence of all this happening at the same time wasn't believable - and I knew I didn't have an active wait list or make any change to April. It was too late to call MS last night.

This morning, after waiting for 40 minutes to go over this with Millie the Supervisor (the customer service rep., Jan, said there was nothing she could do except wait list me), Millie told me that it had nothing to do with the woman that I spoke with on Wed. She said my April wait list had already come through on Monday 2/15.

I got sidetracked with trying to explain that I was positive I didn't have an active wait list and I wasn't processing what she told me.

Thinking about it, it doesn't add up. If they filled my active wait list Monday, those "21" 2016 points would have shown 2 days later on Wed. but they weren't there. On Wed., 2016 UY showed 0 points so I had to borrow from my 2017 points. This means the change was made after Wed. when I needed to borrow points. It couldn't have happened on Monday.

I did ask Millie to have her Supervisor call me. She said it will be within 24-48 hours. I am so frustrated because I think someone screwed up and they aren't telling me the truth and aren't willing to do anything to help.

I don't want to wait list because I am going to have to try to alter my grocery delivery for the 1 bedroom as well as my other plans. I have a special needs child so there are a lot of things I have to try and adjust now for the move day changing.
I figured I will wait the 2 days just in case the next Supervisor can help but this is really frustrating.

 

[disneynutz]

Many don't have issues with DVC and MS, others like our family seem to have more than our fair share. IMO the more active you are with reservations, contracts, and using MS the greater the chance of things going wrong.

I would contact Ken Potrock. SVP & GM Disney Vacation Club & Adventures by Disney. If you need his email address PM me.

Bill

 

[Kris_M]

Thanks Bill. I don't think I can PM yet. Is there another way you can steer me in the right direction? If not, I might be able to get someone I know who is an active dismember pm you for me.

 

[DisDadDVC]

Please bear with me because there is more to the story and I am even more aggravated now that I thought about it. I didn't mention above what I am about to explain because Millie (Supervisor) told me it had nothing to do with this issue - but I thought about what she said and it doesn't make sense.

I was on the DVC website this past Wed. (2/17) because I wanted to make an adjustment to my Nov. trip. (BTW, all my points for this are from the same BWV contract).
I called member services Wed. and the woman I spoke to made the adjustment for Nov. as I requested. (I watched on-line). This required me to borrow points from my 2017 BWV UY because my 2016 UY showed 0 points (accurately).
She reviewed the borrowing policy and it was exactly as I calculated. I saw the correct points adjusted and the additional day showed up in my upcoming reservations so all looked well. Points were borrowed from 2017 and 2016 still reflected 0 points.

On Thursday afternoon (2/18) I received 4 emails that I could tell from the subject line were confirmation emails. I was working on something important and thought to myself it was strange she sent the changes twice (should have bee 2 mails, not 4). Anyway, because I had checked it all when I made the reservation change the day before, it didn't occur to me to check the emails.

Then last night when I saw the problem with the April res. in mydisneyexperience, I went into the emails, and sure enough, 2 of them reflected the changes for the April trip. I went into my DVC account and it now shows "21" 2016 UY points which is the difference between dropping the 1 bedroom for one night and picking up the studio in April.

Immediately, I assumed on Wed., the woman some how altered my April reservation as well as Nov. because the coincidence of all this happening at the same time wasn't believable - and I knew I didn't have an active wait list or make any change to April. It was too late to call MS last night.

This morning, after waiting for 40 minutes to go over this with Millie the Supervisor (the customer service rep., Jan, said there was nothing she could do except wait list me), Millie told me that it had nothing to do with the woman that I spoke with on Wed. She said my April wait list had already come through on Monday 2/15.

I got sidetracked with trying to explain that I was positive I didn't have an active wait list and I wasn't processing what she told me.

Thinking about it, it doesn't add up. If they filled my active wait list Monday, those "21" 2016 points would have shown 2 days later on Wed. but they weren't there. On Wed., 2016 UY showed 0 points so I had to borrow from my 2017 points. This means the change was made after Wed. when I needed to borrow points. It couldn't have happened on Monday.

I did ask Millie to have her Supervisor call me. She said it will be within 24-48 hours. I am so frustrated because I think someone screwed up and they aren't telling me the truth and aren't willing to do anything to help.

I don't want to wait list because I am going to have to try to alter my grocery delivery for the 1 bedroom as well as my other plans. I have a special needs child so there are a lot of things I have to try and adjust now for the move day changing.
I figured I will wait the 2 days just in case the next Supervisor can help but this is really frustrating.

Not sure if this has any bearing, but the last time I had a waitlist filled, it actually didn't get booked for a couple of days. I had called on an unrelated issue and the CM mentioned that I had a waitlist that had filled and wanted to know which points I wanted to use for it. I wasn't sure at the time and she told me I could call back within 2 days to confirm it and I did.

Maybe that would explain the lag time with your points

 

[Kris_M]

Not sure if this has any bearing, but the last time I had a waitlist filled, it actually didn't get booked for a couple of days. I had called on an unrelated issue and the CM mentioned that I had a waitlist that had filled and wanted to know which points I wanted to use for it. I wasn't sure at the time and she told me I could call back within 2 days to confirm it and I did.

Maybe that would explain the lag time with your points

The thing that doesn't make sense with that explanation is that the MS rep. should have seen it (as happened to you) and she didn't. She said I had no 2016 UY points and needed to borrow from 2017.
I guess it is possible but that type of system would make this place even wackier than I thought - imagine all the problems with people making adjustments to their points during the days in limbo - or should I say purgatory?
Thanks for trying to help!

 

[disneynutz]

Thanks Bill. I don't think I can PM yet. Is there another way you can steer me in the right direction? If not, I might be able to get someone I know who is an active dismember pm you for me.

Maybe the DIS Mod can verify, I'm pretty sure that I can't post the email address even though you can find it online if you search enough.

Bill

 

[Kris_M]

Maybe the DIS Mod can verify, I'm pretty sure that I can't post the email address even though you can find it online if you search enough.

Bill

got it - thanks

 

[Minniesgal]

The thing that doesn't make sense with that explanation is that the MS rep. should have seen it (as happened to you) and she didn't. She said I had no 2016 UY points and needed to borrow from 2017.
I guess it is possible but that type of system would make this place even wackier than I thought - imagine all the problems with people making adjustments to their points during the days in limbo - or should I say purgatory?
Thanks for trying to help!

The wait list may well have been filled on the Monday but not processed until after you made changes on the Wednesday. When a wait list is filled the room is held until MS manually changes the reservation.

 

[Kris_M]

Another Supervisor called this morning and I was able to get my reservation back. No explanation as to what happened. I just know for a fact they system correctly shows I did not have an active waitlist or a completed waitlist - all display as inactive as they have been for several weeks.

I will never waitlist again. If I want to change something I will just watch and call. Hope this doesn't happen to anyone else. Thanks for all the input.

 

[jerseyduke]

Congrats on getting your ressie back!

I am confused, (in such a way that points to an MS screw up), and it is probably my lack of familiarity with the WL.

Assuming your WL was active (I know you said it was not, but even if it was...) and it comes through, does that have the ability to modify another existing reservation?

 

[bumbershoot]

Immediately, I assumed on Wed., the woman some how altered my April reservation as well as Nov. because the coincidence of all this happening at the same time wasn't believable

I agree; it's not believable.

the CM mentioned that I had a waitlist that had filled and wanted to know which points I wanted to use for it.

That's weird. I recently had a waitlist for a few days, and during the process of making the waitlist I remember choosing where the points would come from (not hard since I only have one contract).

Another Supervisor called this morning and I was able to get my reservation back.

Excellent.

 

[Sammie]

I am curious why was your daughter in your account picking out the color of her magic band. I let no one in my account except me. They tell me what color they want and I pick them. It would make me a nervous wreck to have others in my account.

So glad they were able to fix it for you.

 

[Kris_M]

Sammie, I hear you. My daughter is older, she has her own AP and MDE account. She even goes without us sometimes. I need her when we are in the parks and need to look at our FPs. She is faster than I am on those little screens.

One last positive report. I did write to Ken Potrock yesterday. I heard back tonight from a woman in the executive office. She said she thought my problem was resolved but she wanted to check in and make sure. I told her about my reluctance to ever use the waitlist again given what happened to me - and I went through the story with her again.

She asked me not to be reluctant because she thinks the waitlist is a great feature to utilize. She also said she is going to follow up with member services because it should not have taken so long to resolve the problem and she said it does look like the issue was on their end.

She is trying to locate the taped phone call when I made the change for Nov. because it looks like something happened to my April res. at that time (as I suspected). I hope she does follow up so it doesn't happen to anyone else.

I know I will not use the waitlist again but I am pleased it's being addressed. She was very pleasant, apologetic and took responsibility. That was a good ending for me.

(Jerseyduke, if you have an active waitlist and it comes through, MS will modify your existing reservation to accommodate your request - I think that is what you asked.)
Thanks again everyone

 

[Bosco69]

I would ask for a priority waitlist for the one bedroom 1 night. It's more than 30 days out, there's a chance that night could become available. I would also contact the member satisfaction team. Make yourself a pest until they do something.

I agree. If you call EVERY day requesting a manager as soon as your call is answered you will eventually get somewhere.

 

[DisDadDVC]

That's weird. I recently had a waitlist for a few days, and during the process of making the waitlist I remember choosing where the points would come from (not hard since I only have one contract).

Yes, I chose in advance too. I think she was just asking as a courtesy because I happened to be on the phone on an unrelated issue.

 

[KAT4DISNEY]

Congrats on getting your ressie back!

I am confused, (in such a way that points to an MS screw up), and it is probably my lack of familiarity with the WL.

Assuming your WL was active (I know you said it was not, but even if it was...) and it comes through, does that have the ability to modify another existing reservation?

You have the option to replace an existing reservation when you set up the waitlist. You then indicate what resort and what dates are on the reservation you wish to replace. If you don't wish to replace then you check a box. You also have the option to tell them if you will allow borrowing or not.

 

[LJD2143]

Unfortunately this story just reiterates my mistrusting feelings about MS....
I would much rather book, cancel, and rebook myself, online, rather than having to call.
I just wish you could do EVERYTHING online.