Reservation screw up, what should I do?

[MMS1439]

We had reservations for 5 nights in a 1BR and 2BR at BCV in early May. I called member services today to shift our reservations ahead by 2 days. I called twice, first to check availability, then after reserving flights, I called back to reschedule. Surprisingly I received the same reservation agent both calls.

I scheduled the 1BR for 5 nights and the 2BR for 6 nights, confirmed the number of nightsand dates, got confirmation numbers and figured we were ok. My sister called back 30 minutes later to confirm they used her borrowed points 1st and found out they had only reserved the 1BR for 4 nights not 5, we're wait listed now for the last night in the 1BR. My sister wasn't pushy about it because I had made the reservations and she didn't know the call specifics.

By the time she filled me in member services was closed. Any recommendations on what I should do? Should I request a supervisor tomorrow morning? I was positive I confirmed the # of nights at the end of the call, not sure what else I could have done to prevent this mistake ...

 

[wdwstar]

a waitlist for the last night is not so bad, you can call tomorrow and see if the 1 bedroom is available, if not dont get huffy, because people ressies change all the time and im sure it will come thru, im sure it just was a mistake, and you did call back to change your ressies less then 2 months out, hang in there it will come thru, and you could always open to the other dvc resorts, just for that last night, and i would book whats available and still stay the waitlist for the resort you want, if it comes thru then cancel the other resort, at least your covered for that last night.
good luck

 

[DebbieB]

Always confirm your point balances by use year at the end of the call. If yours does not match theirs, then something is wrong.

Good Luck!

 

[Pa@okw95]

When making a reservation a lot of people make them stating the nights they wish to stay, but most reservations are made with the departure date as the last day, this could be where the problem was that you were telling the ms the last night you wanted on that reservation which she took to be departure date. An experienced reservation person would double check this however to make sure. At any rate all reservations are for arrival date and departure date that I have experienced in the last X years. Also one should be aware that there are a lot of people out there that have their mind elsewhere when doing their job and many, many, many mistakes are made by people that really don't want to be at their job. You should be able to get the last day ok through MS, but if it is really important to you enough you may want to consider paying cash through CRO and joining the reservations together, that is another head-ache also however.
This is a horrible thing to say, but this day and age, I assume that there will be a screw up and the person is in la-la land and I always forced them to double check everything. It is the sign of the times. I personally think it has something to do with computers that have taken away personal responsibility, but that is another story for somewhere else.

 

[dianeschlicht]

When making a reservation a lot of people make them stating the nights they wish to stay, but most reservations are made with the departure date as the last day, this could be where the problem was that you were telling the ms the last night you wanted on that reservation which she took to be departure date.

That is why you should always say, "checking out on____". That way they know specifically what the check out day is.

 

[nisiemouse]

I always say "checking in on and checking out on" and also state the number of nights. I also always confirm my point balance at the end of the call. Sorry about the mix up and hope you get your last day soon.

 

[Scott H]

This may sound crazy but I have thought of recording my calls with not only Member services but other places I have made reservations. Had an almost bad experience last fall in Miami.

 

[MMS1439]

Called member services first thing this morning....

Talked to the first reservationist who wanted to put me on a wait list. I reiterated, that I had the last date reserved initially and confirmed all the check out dates and number of nights, even knew the name of the person who took my reservations yesterday so she put me through to another person who I imagine was a supervisor. I relayed to him I had confirmed checking out dates and number of nights and that initial reservations were made in January.

After a while on hold, he was fortunately able to reinstate my last night in both room types.

While frustrating yesterday, member services was able to resolve the issue today once they looked into the record and saw that I had initially had those nights booked.

 

[nisiemouse]

I am glad it got worked out. It is fortunate that your sister found this out be accident when she called back to check her points. Otherwise you wouldn't have found out until you got your confirmation. I would have thought everything was in order since you confirmed everything before you ended the call.