Reservation issue-ADVICE NEEDED PLEASE!!!

[Mini Sorcerer's Mom]

I am booking AKV studio conceigers for next Easter '09 and booking day by day as the clock strikes 9am. Every day an additional day to my reservation is made until yesterday......I call and find out the day I secured prior for some reason was not entered!!! WHAT???? And, of course, AKV conceirges at Easter was booked for the day. I spoke to a manager and she told me they would retrieve the recorded calls but in the meantime continue to book the reservation. I did so but the problem is the missing night is right in the middle of the week so I would have to check in and out THREE three times in Five nights (the 'missing' night we are in a SV). We can never unpack plus DS needs a nap to prevent major meltdowns and we'll be 'homeless' two afternoons ina row while we wait for our 4pm check in.
The manager says it takes a while to get the recorded calls and I am on the waitlist but other than that I am SOL.
How can this be??? This is clearly their error. I know they can not cancel another persons reservation but can't they put me in at the AKL conceirges or do SOMETHING????
Any suggestions?????

 

[toesmom]

I would be so mad. I would send a fax (might work better than email) to manager of member services directly so they get the room you reserved. Make sure they find that phone call and don't let up.

 

[Lexxiefern]

Wow. I am so sorry this happened to you. I hope they make it right. Did you write down the name of the CM you spoke with when you originally booked? Did you check online after to make sure it was done right? I have learned the hard way that I have to always double check MS. They cancelled my whole trip without telling me. I hope you get the room.

 

[Mini Sorcerer's Mom]

Oddlly enough I wrote the CM's names for the first two nights but I had to borrow points for the 'missing' night and wrote the borrowed number down which was not found either.
The manager (very nice) says have faith in the wait list...Concierges studio Easter week....sorry, what is your next suggestion??? She says she does not want to do anything until they get closer to the date BUT this is Easter week and I know everything will be booked!
I want this issue resolved so I am going to ask that they move me to a concierges room at the AKL. Can they do that? I know they say it is too different 'systems' but since this is their error. Disney always makes good-even when something isn't realy their fault.
I hope this gets resolved quickly!
I am going to call this morning at 9am and ask if they found the recorded call, if not fax a letter ASAP. I am working with a CM manager, does anyone know the name of anyone higher up in the DVC that I could fax it to? Could my sales person help in any way?
Thanks for your help!

 

[Chuck S]

I do not think they can move you to a standard AKL concierge room for your entire stay. I understad your frustration, but they have only limited options.

Remember that DVC is not technically Disney, it is a separate corporate entity, and to place you in an AKL concierge room for your entire trip it would either need to be paid for by members dues, or by the developer/marketing. But the developer (DVD) and DVC are also separate corporate entities.

If they find the recorded call, they may go ahead and try to get marketing to move you, or they may simply move you for one night, or they may refund some points for your inconvenience if the waitlist doesn't come through. This far out, and in these uncertain economic times, it is quite possible someone holding a DVC Conceirge reservation will cancel and you waitlist will be filled as we get closer to your travel dates.

As you said earlier, their only real option at the moment would be to bump another member from the room.

 

[LisaS]

I want this issue resolved so I am going to ask that they move me to a concierges room at the AKL. Can they do that?

It's possible someone will cancel their stay and your wait list will come through. You could ask them to make a commitment now that if the wait list doesn't come through, they would assign you to a 5th floor Savanna View AKV room with a good view of the animals for your entire stay (so you don't have to move), with access to the Concierge Lounge. You will be able to get to the lounge by either the elevator or the stairs which is what the AKL Concierge guests do since they stay on the 4th floor. It's not as convenient as being on the 6th floor, but you would probably have a much better view of the animals and you wouldn't have to move. They have agreed to do this for someone who needed an HA studio (there aren't any on the 6th floor) so it wouldn't be the first time an AKV Concierge guest was assigned a room on the 5th floor.

 

[dgaston]

And if I remember correctly, it took a while for the HA studio issue to be resolved. Another thought that may not help with the nap. As I understand it you have access to the Concierge lounge the entire day you check out. That would give you more options if your child can't sleep in a stroller, or veg out in some of the more remote lounges at AKL. The same should be true your check back in day -- concierge lounge access all day whether or not the room is ready. I sincerely hope this helps.