VWL....Were we upgraded? Or did we pay the difference...

[parlay]

Wow! That is awful! Have things gotten straightened out yet?

 

[Brandis]

Do you think such things happen more often at "shared" resorts rather than at DVC-only places where Front Desk cast members might be more used to handle points?

Also, if you are for example be told that they need to adjust something in your booking at the Front Desk, would it be better to tell them to wait and call Member Satisfaction right away for them to check?

 

[Minniesgal]

What I don't understand about this is why we're the front desk even touching your DVC points. You were offered an upgrade because they had no rooms all they had to do was make a room assignment. If you had been staying on cash you wouldn't have expected them to ask for your credit card to make a new room assignment. Weird they even had to do anything with points.

 

[dianeschlicht]

What I don't understand about this is why we're the front desk even touching your DVC points. You were offered an upgrade because they had no rooms all they had to do was make a room assignment. If you had been staying on cash you wouldn't have expected them to ask for your credit card to make a new room assignment. Weird they even had to do anything with points.

That's the part about this that I don't understand either. They should not EVER have access to your points at the front desk.

 

[disneynutz]

That's the part about this that I don't understand either. They should not EVER have access to your points at the front desk.

The room is tied to a reservation and the reservation is tied to points. Changing the room, cancels the reservation which causes the points to go into holding.

Bill

 

[Minniesgal]

The room is tied to a reservation and the reservation is tied to points. Changing the room, cancels the reservation which causes the points to go into holding.

Bill

Yeah but that's the bit I don't get. Why do they need to mess with the reservations it is just e room assignment that needs to change.

 

[dianeschlicht]

Yeah but that's the bit I don't get. Why do they need to mess with the reservations it is just e room assignment that needs to change.

Exactly! You aren't changing a reservation. You are changing a room.

 

[csharpwv]

We are now approaching two weeks after check out and Member Satisfaction has yet to call me.

We called Member Services on the evening of the day we checked out - that took care of the second charge for dining, my DW called Member Services again this week and they took the third dining charge off. Since we pre-paid for dining, that was a total of 4 charges for the dining plan!

Luckily all of the refunds have been processed in regard to the dining plan.

However, we are still missing 31 points from one contract, and 271 points from another thanks to the 'upgrade'.

I really hate to say this, but the Cast Member from Member Satisfaction that calls me had better be having a great day, and have had their coffee - because with each passing day I get just a little more upset.

One of the PP's posed the question if this happens more at resorts with a standard hotel and DVC sharing a front desk - and I would have to say YES to that question. The CM we worked with at Wilderness Lodge was clueless - she never even asked if we wanted to upgrade, I would have to think that a CM who works at OKW or SSR would be far more in the 'know' when it comes to points and not to touch a member's account.

The CM at WL never even mentioned the increased point cost.

We loved the 1BR - but I would gladly trade the 1BR for the Studio and the piece of mind that this isn't going to be a 1-2 month mess.

We are taking a really large family trip next year, so we will need nearly every single point we had left this year, and nearly all of our points from next year... so this had better come out clean!

 

[disneynutz]

We are now approaching two weeks after check out and Member Satisfaction has yet to call me.

We called Member Services on the evening of the day we checked out - that took care of the second charge for dining, my DW called Member Services again this week and they took the third dining charge off. Since we pre-paid for dining, that was a total of 4 charges for the dining plan!

Luckily all of the refunds have been processed in regard to the dining plan.

However, we are still missing 31 points from one contract, and 271 points from another thanks to the 'upgrade'.

I really hate to say this, but the Cast Member from Member Satisfaction that calls me had better be having a great day, and have had their coffee - because with each passing day I get just a little more upset.

One of the PP's posed the question if this happens more at resorts with a standard hotel and DVC sharing a front desk - and I would have to say YES to that question. The CM we worked with at Wilderness Lodge was clueless - she never even asked if we wanted to upgrade, I would have to think that a CM who works at OKW or SSR would be far more in the 'know' when it comes to points and not to touch a member's account.

The CM at WL never even mentioned the increased point cost.

We loved the 1BR - but I would gladly trade the 1BR for the Studio and the piece of mind that this isn't going to be a 1-2 month mess.

We are taking a really large family trip next year, so we will need nearly every single point we had left this year, and nearly all of our points from next year... so this had better come out clean!

How did you contact Member Satisfaction and what info did you provide them?

Bill

 

[csharpwv]

I contacted Member Satisfaction via e-mail. My work schedule has been crazy for the last two weeks, so I wasn't able to give a time frame to call - so I instructed them to contact me via e-mail with a phone number for a person I could contact to discuss the issue further.

I know that isn't ideal, but I really didn't have a choice. DW is fed up, and I'm the one that can typically get things done, and get exactly what I want.

I gave them a full recount of the incident in the e-mail, so at least it is in a digital format, and I won't have to tell...re-tell..... and REEEE-Tell the same details over..and over... and over.

 

[disneynutz]

I contacted Member Satisfaction via e-mail. My work schedule has been crazy for the last two weeks, so I wasn't able to give a time frame to call - so I instructed them to contact me via e-mail with a phone number for a person I could contact to discuss the issue further.

I know that isn't ideal, but I really didn't have a choice. DW is fed up, and I'm the one that can typically get things done, and get exactly what I want.

I gave them a full recount of the incident in the e-mail, so at least it is in a digital format, and I won't have to tell...re-tell..... and REEEE-Tell the same details over..and over... and over.

Did you send the email to the Member Services address or the Member Satisfaction address?

If you would like their phone number PM me.

Bill

 

[Iceman93]

I gave them a full recount of the incident in the e-mail, so at least it is in a digital format, and I won't have to tell...re-tell..... and REEEE-Tell the same details over..and over... and over.

I hope you're right, but fear you're wrong. When I've dealt with similar situations in the past, it seems like the telling and re-telling happens no matter what. Either the person on the phone doesn't have access to what I wrote, or doesn't read it, or wants to hear it all from scratch anyway. And then it usually has to be elevated to a supervisor or manager and the process starts all over again. It's really quite frustrating when dealing with what is usually a company's mistake to begin with.

Here's sending some pixie dust your way that you have better luck--you certainly deserve it after all this!

 

[circhead]

Scary - I can't tell you how I'd be reacting at the moment - I can't believe that it still isn't fixed and you have to be coming up on the window where you need the points fixed to make your reservations for your huge family trip.

Good luck - I'm keeping my fingers crossed for you.

 

[csharpwv]

Thanks circhead, I will keep everyone updated as we get things ironed out.

I am definitely going to make a suggestion to member satisfaction when they finally contact me... and please, everyone let me know what you think....

I think there should be a requirement put in place at all resorts that when a DVC reservation using points is to be changed - the cast member, and the DVC member both need to "sign off" on "upgrades" that require the use of additional points. The document is to include all details about the reservation - how many points the change will require, what contract they are coming from, and authorization to access the member's account to book those points.

It sounds like we are not the first people to experience this not so "free" upgrade - only to find out that points went missing from the account.

In our case, they charged us for our original studio AND the "upgraded" 1BR!

UGH! I guess I will give them a call tomorrow if I haven't heard back.

 

[ain0004]

I have always had someone call with member satisfaction. We had problems at OKW and had one night of points given back. Due to non working pull out. A main thence dept that claimed it was done but never came. At 3 hour conversation to get me to the right people, 2 air air mattresses that didn't work. My child hurt by a staple that was hanging out of the couch. To top it off the screwed up the check out bill, after they offered us a free meal in property. Guess what was still charged at check out. Long story... I had photo proof. Not sure that will help. But times and dates old people you talk to will help out. That is why OKW is our least fav resort.

 

[Lorelei528]

I am soo sorry you are going through this mess! Holy moly....

I am wondering what would have happened if you (or anyone) didn't have any points to use? We often are in a situation where we've used all our points and we can't even borrow yet (as we are now actually).

I'm wondering what would have happened then? hmmm...


Also, we did have a slight problem at AKV (Kidani) last year. We also had prepaid for the Deluxe Dining Plan and something had happened to our reservation because we had changed resorts, but they never carried over the Dining....
I was livid. It took forever to sort it out and they gave us $50 cash which I thought was at least something.

Please keep us posted and let us know how things are going!

 

[csharpwv]

UPDATE:

I was on the phone with Member Services this morning for over an hour.

I ended up calling the regular member services line, the agent corrected the banking window and banked the mysterious 31 points for us.

Then she worked with a supervisor to figure out what else had happened.

The Supervisor advised her to connect me with Member Satisfaction since I had already sent an e-mail to that department.

I was connected to the cast member that had actually read my e-mail and started a research file.

He revealed that there had actually been a problem detected by accounting before we ever checked out! (We checked out on the 28th.... they discovered a problem on the 25th) Kudos to someone for paying attention.

However, the problem was then made worse by the reservations department for returning the difference between a 1br and a studio to our account... but still charged us for a 1BR and a Studio. The front desk CM at WL checked us in and out of a studio on the same day - but charged us for the entire stay. THEN filed a manual adjustment form to bill us for the entire cost of the 1BR..... without filling out the proper paperwork to refund the studio at all...or refunding the difference..... or charging one and 100% refunding the other.... if that makes sense.

So we are missing a ton of points... but there has been a constant parade of points in and out of our account since we before we checked out - now even the CM that I spoke to who has been dealing with issues like this since 2000...can't figure out why all of this happened! There are point transaction on our account that have no subtraction destination - he can't tell who took the points out, why they were taken out, of if it was member services or the front desk.

So I now have his direct contact information and name - and he has promised to give me an update before the close of business today!

So.... progress.... but not resolution....yet......


However, he said that at this point he can confirm that there has been a big mistake made - and that they owe us points. He still has to contact accounting, trace the transactions, figure out what went in, what came out, what we actually owe, and what they actually owe us.

He said it may not be resolved by the end of business today, be he would be the one to follow through with this issue until it is completely resolved. So that gives me a huge piece of mind!

So I'm now waiting to hear back from them!

 

[disneynutz]

As I stated, this is the type of problem that should be addressed with Member Satisfaction not Member Services.

I am glad that you feel better about the issue but things like this do happen and as time goes on you will learn who to contact when things don't happen the way that they should.

I noticed that Member Satisfaction is either getting really busy or they have reduced their head count. They used to get back to us in 2 days, then 5 days, now they say they will get back to us in 7 days.

Bill

 

[csharpwv]

Well, there are a few reasons why I contacted Member Services first by phone - I was hoping to hear what was actually showing on their side to assure it was the same.

The other reason was that I preferred to be transferred to Member Satisfaction instead of calling Member Satisfaction directly.

Luckily, the strategy paid off - they were able to identify a couple issues and fix them first - then they were able to get the details on the notes of the issue ticket that my e-mail had created.

Plus, everyone I dealt with today at both Member Services and Member Satisfaction was SO NICE. I wanted to get this fixed quickly and make sure that it was done right, and this would be the last time I had to deal with this mess.

Had I not called, Member Satisfaction would not have contacted me until next Wednesday. The CM that is working on my file is out of the office this afternoon, all day Monday, and won't be back in until 11:00am or so on Tuesday due to work meetings.

So it actually worked out well.... still keeping my fingers crossed that things work out completely.

 

[disneynutz]

Well, there are a few reasons why I contacted Member Services first by phone - I was hoping to hear what was actually showing on their side to assure it was the same.

The other reason was that I preferred to be transferred to Member Satisfaction instead of calling Member Satisfaction directly.

Luckily, the strategy paid off - they were able to identify a couple issues and fix them first - then they were able to get the details on the notes of the issue ticket that my e-mail had created.

Plus, everyone I dealt with today at both Member Services and Member Satisfaction was SO NICE. I wanted to get this fixed quickly and make sure that it was done right, and this would be the last time I had to deal with this mess.

Had I not called, Member Satisfaction would not have contacted me until next Wednesday. The CM that is working on my file is out of the office this afternoon, all day Monday, and won't be back in until 11:00am or so on Tuesday due to work meetings.

So it actually worked out well.... still keeping my fingers crossed that things work out completely.

I understand but I am telling you from experience that in the future you should go directly to Member Satisfaction. You were lucky that Member Service didn't make things worse, they have on our accounts.

They also aren't supposed to transfer you to a manager or Member Satisfaction because they are suppose to take care of you themselves and often they refuse to get others involved because in their world it will count against them.

Bill