Response time from MS on secure messages

[Nanajo1]

I'd call on this one. I presume you scheduled a HC villa and they had originally blocked on with a roll in shower and that now it doesn't show online.

Actually, it shows on line. HH 1Br with roll in shower. My wait list came through. I called to drop a day. That is when I found out about the switch. MS could not explain it. Eventually a 1Br with roll in shower was found but not at HH just down the road.
If I had not called I wouldn't known until check in because every thing looked okay on line.

 

[DMKEDM]

Today is Wednesday...on Monday morning, after I got a taped message on my call to MS saying there was a 25-minute wait, I emailed my request to have my six consecutive days (in four separate reservations) linked into one travel plan. Got the usual "we'll get back to you in two days" response.

Yesterday I made my plane reservations and on a whim decided to call MS to see if I could add ME...no wait at all! MS picked up right away ... this was about 3:30 on a Tuesday afternoon...

She did link my four separate reservations into one (altho it took her a good 20 minutes of me being on hold to do it), and then added ME (in under 5 minutes)...

Now I'm wondering if I should email MS to cancel my Monday email request! (Still no response, via email, to my Monday email...but today is only day 3)

 

[Dean]

Actually, it shows on line. HH 1Br with roll in shower. My wait list came through. I called to drop a day. That is when I found out about the switch. MS could not explain it. Eventually a 1Br with roll in shower was found but not at HH just down the road.
If I had not called I wouldn't known until check in because every thing looked okay on line.

it's difficult to know. It could be related to your WL filling, a room going out of service or someone took your room for someone else.

 

[Nanajo1]

What is even more interesting is that my wait lists lists a roll in shower?!

 

[FairyGodMom Training]

Is there a place that has a list of direct email addresses?

 

[Dean]

What is even more interesting is that my wait lists lists a roll in shower?!

Someone knows and the supervisors should be able to fairly easily figure out who and what as well as likely why. Whether they'll be honest enough to tell you could be another matter and I realize there's a fine line between honesty and airing dirty laundry or coming across as pointing fingers. Personally this would likely be an item I'd put some work into finding out the real answer even though it probably wouldn't be worth it is many ways. This is one of those principle type of things in my book.

 

[Nanajo1]

I just received an e-mail. It said based on the nature of my commets it was being forwarded to Member Satisfaction team and to expect to be contacted within 5 business days.

 

[Nanajo1]

Received a call yesterday from Rebecca/DVC. She started out by saying the usual,thanks for contacting us etc,then said it can be confusing picking the correct type of HA room on line. Hold it! I know what i picked and I had the confirmation for a roll in shower. How/ why did it get changed? She said it could have been when an associate went in to add something and didn't realize they had changed it. She said training is being done to make sure CM know to check that the ressie is the same as it was before. She was lovely but I don't believe they know what happened. She offered to wait list me for a HH villa but I declined. I am just glad this was resolved before I arrived.

 

[undchefreak]

I sent in a pretty simple request to link a reservation, same room type, consecutive days. I received an auto response that it would be 5 business days. That was Monday last week, and I haven't heard a response; the reservations are still separate. I think my request may have been lost in Neverland.

 

[zavandor]

Quick update on the subject. Last Tuesday I've sent a message to MS to modify a reservation (drop 3 days) and I got an answer and reservation changed after just 3 hours and a half. Is it a new record?

 

[han22735]

They have significantly sped things up. I sent a request late last night and had my reservation updated early this afternoon.