Waitlist and MS vent!!

[nuttylawprofessor]

Did you ever get the feeling that the person you talked to at Member Services wasn't getting it right? When I called a few weeks ago to book our December vacation I was greated with the unhappy news that we'd have to waitlist for several of the nights. *sigh* OK, can do, no problemo. But when I hung up, it just didn't feel right. I finally had the time to call MS today and lo and behold, two of the nights that we need to be on the waitlist were missing. Gosh darn it!!!!

Not only that, my call was answered by Snarky, who huffed when I said I wanted to check on my waitlist:
"Well you know these things don't come through over night!"
"I understand, but I want to make sure that our waitlist is accurate."
"Well, you're listed for XX nights."
"How about these other two nights?" (inside head- you know, the nights in the middle of the vacation time we've booked)
"No."

Gee, thanks, MS. I'm snarked at and you're the ones that screwed up. I'm so ready to throw this one in the trash and book for January instead. *sigh*

OK, I feel better now. Thank you for reading.

 

[nzdisneymom]

Sorry you had such a negative experience. That is frustrating. You were right to call back to double-check, though, because you would certainly be disappointed if you hadn't found out now about the missing days. Hope your waitlist comes through - I wouldn't change my travel dates just because of less-than-adequate customer service.

Whenever I have complicated stuff with my reservation, I always double double check to make sure they have what I wanted and then check one more time before I hang up. Of course that doesn't guarantee that it will be what I wanted, but I still use the "I'm new at this, so please bear with me..." thing So far all the CM's at MS have been great and helpful for me. Sounds like you got someone on an off day.

Glad venting made you feel better!

 

[Mary Lou in Ohio]

I just had a similar problem. I called to make a reservation for 3 nights at BWV with the Boardwalk view. I was told that only 2 of the 3 nights were available but they would put me on a waitlist. After I hung up, I was a little confused as to what I was actually booked for. So I called back. I was told that I was booked for 3 nights with the preferred view (not the Boardwalk view) and NO waitlist. I asked if she could book me for the 2 nights at the Boardwalk view and waitlist for the 1 night and of course, I was told that there were no Boardwalk views available. So, I have a reservation for 3 nights with the preferred view. Granted -- this is certainly better than no reservation at all - but it is somewhat frustrating. The second person said that she put me on the waitlist.

Mary Lou

 

[greenban]

With the numer of points I control (Bwahahahahahhahaha!) and the amount of renting I used to do, plus my 3-4 annual WDW vacations, and the occassional employee reward......

You get the point, I call MS alot!

...

When certain Advisors answer, I just hang-up and call back. 15 minutes on hold (Beauty & the Beast this week) is better than a fouled up reservation.

I will only reallocate with certain well known, and experienced advisors as well, it is so easy for them to trash a ressie.

I've had Ms., Mrs., and Mr. Snarky each once. To one, I said, "You're clearly having a bad day, I don't want to add to it, so hope you feel better and goodbye."

To another (I was lucky enough to get the anonymous phone survey!) and he got a lot of 1s (zeros didn't register, sadly).

And the other one, I said, "I can't hear you," "Hello," "are you there?' <CLICK>

I have two Advisors who know my name by my voice, which I find amazing, as I don't call THAT often, and many, many Advisors that I am friendly enough with to know of their families, vacations and love of the mouse.

I even once got the same advisor three days in a row, when making-day-by-day ressies, and since she 'remembered' me, that was an easy process.

In closing, since this is one of my most disjointed posts ever, I find being pleasant and polite works wonders with 99.2% of MS-Advisors, most of whom are Mouse lovers like ourselves. I won't tolerate the remaining 0.8% and suggest that you don't either.

-Tony

 

[nuttylawprofessor]

I new you folks could commiserate. And I think you are both correct and sarcastic, Tony. I won't let two lousy MS calls get me down. Just had to vent with people in the know.

 

[dianeschlicht]

I find being pleasant and polite works wonders with 99.2% of MS-Advisors, most of whom are Mouse lovers like ourselves. I won't tolerate the remaining 0.8% and suggest that you don't either.

I couldn't agree more, Tony! I usually put on the most cheerful countenance and voice I can when I call MS, and I give them my member number and last 4 of social before they ask. Then I usually make a little joke (often self depricating), and I usually get GREAT service. When I don't, I call right back and make sure I get someone else. It's only happened once so far, but then, I don't call as often as you do!

 

[n2mm]

I haven't got past the fact the OP is waitlisted at the 11 month window....wow. Which resort were you trying to get into? Of course things do open up at the 7 month mark when folks start moving things around.

 

[nuttylawprofessor]

I haven't got past the fact the OP is waitlisted at the 11 month window....wow. Which resort were you trying to get into? Of course things do open up at the 7 month mark when folks start moving things around.

We're looking for a 2-BR at Boardwalk. Things are FULL for that style room, regardless of view. Only two nights of the full stay are available in a preferred, let alone standard or boardwalk view. But thanks to the original error, I'm sure we're now significantly lower on the list. Yay!

 

[dumbo71]

We're looking for a 2-BR at Boardwalk. Things are FULL for that style room, regardless of view. Only two nights of the full stay are available in a preferred, let alone standard or boardwalk view. But thanks to the original error, I'm sure we're now significantly lower on the list. Yay!

NLP,

What dates out of curiosity. December may be the one time that day by day booking for certain categories is necessary at smaller resorts like, BWV, BCV, VWL.

 

[magsmom]

Folks are booking for Christmas right now. I am booking by day for our August reservation and even at 9:00 in the morning the phone lines are jammed.

 

[kimberh]

Saratoga Springs is booked for Aug? What size room are you trying to get? Is there something special going on in Aug? Just curious.

 

[Alexander]

.....I have two Advisors who know my name by my voice, which I find amazing, as I don't call THAT often.....
-Tony

Come on now, you know that when the connection is made from your phone certain bells and flashing lights go off at MS so they know who is calling. It's a kind of warning system they have in place!

 

[n2mm]

Saratoga Springs is booked for Aug? What size room are you trying to get? Is there something special going on in Aug? Just curious.

Strange, I just finished booking day by day for a 2 bedroom at BCV for August at the 7 month window and had no problem. I sure during the holidays everyone books at their home at the 11 month window just to have a place and then try to change at the 7 month window if they want.

 

[Doctor P]

Strange, I just finished booking day by day for a 2 bedroom at BCV for August at the 7 month window and had no problem. I sure during the holidays everyone books at their home at the 11 month window just to have a place and then try to change at the 7 month window if they want.

I think that things are getting confused here. The post talks about the lines being jammed as a result of Xmas calls. It does say that the person is calling day-by-day for August, but doesn't indicate a problem getting what is wanted. BTW, the 7 month window is now for the week that includes Labor Day so in a couple of days that could be an issue.

 

[nuttylawprofessor]

We're trying to get the 1st week of December. Ergo, problemo.

As far as Labor Day is concerned, you would be surprised at how easy it can be to get in there. We booked standard studio at BWV in mid-July for Labor Day weekend. Gotta love the start of school. At least, until my brood's old enough for school.

So....should we start a December waitlist thread, 2007 edition?

 

[Doctor P]

We're trying to get the 1st week of December. Ergo, problemo.

As far as Labor Day is concerned, you would be surprised at how easy it can be to get in there. We booked standard studio at BWV in mid-July for Labor Day weekend. Gotta love the start of school. At least, until my brood's old enough for school.

So....should we start a December waitlist thread, 2007 edition?

I agree that Labor Day isn't that hard. My only point was that it is a little tougher than the week before, especially since the Tom Joyner family weekend has been that weekend recently.

 

[greenban]

Well I jinxed myself.

Should have never posted....

Called MS today to reallocate holding points for a BWV standard view ressie, exactly at 60 days out.

Got new advisor (at least one I had never spoken to), his English was good, he did *NOT* say, "What?" When I said reallocate, so we went for it.

BTW I called exactly at 9:00AM, no wait. 30 minutes later, he returns (Still Beauty & the Beast BTW) and says, there is something wrong with the software, and the software person we need to speak with won't return until Monday AM. He will call me (he takes down my contact #) Monday AM.

30 minutes of my life gone. Holding points still here, oh well things could always be worse.

Funny, I think later, I reallocated holding points all last week without problem. Perhaps the standard view was not available.

I call back, get another pleasant Advisor, after Identifying myself (the special alert system must be down), I ask her if she is comfortable reallocating points. "No problem," she replies.

I give her the ressie # with the remaining reallocatable points in my contract. "I'm sorry that ressie has been cancelled!"

"GARP," I manage to squawk out.

"Sir?," she replies.

"GAR," I reply.

"Hello Mr. greenban?" she says....

In a choked voice I reply, "Please don't tell me my Stanard View BWV studio has been cancelled for March! I have an employee promised that week!" Tears welling up.

"It has been cancelled!" MS replies.

"When and what cancellation # I ask," now shaking.

After a minute she responds, "Now that *IS* odd, there is no cancellation # and no date for the cancellation, but this ressie # comes back cancelled."

I take a very deep breath, and calmly explain what happened this morning. She puts me on hold for 20 minutes, comes on and states she is working with a supervior, and 10 minutes later, I have a *NEW* confirmation number for my ressie (BWV - Standard View).

BTW, the system still will not release my Holding Points, looks like the last upgrade, doesn't allow reallocation at 60 days, but rather 2 calander months!

They'll call me back on Monday with an update.

I profusely thanked, and thanked this Advisor. Explaining I really appreciated her going above and beyond and making everything 'whole' for my employee.

So, young Skywalker. Always trust your instincts, move as the force directs you, and trust no one!

-Tony

 

[Inkmahm]

We're trying to get the 1st week of December. Ergo, problemo.



So....should we start a December waitlist thread, 2007 edition?

No WONDER! I did day by day for 2 bedroom boardwalk view (two of them, no less) for 12/6 to 12/11. No way was I going to risk being on a waitlist.

 

[Happy Birthday Cat]

What dates out of curiosity. December may be the one time that day by day booking for certain categories is necessary at smaller resorts like, BWV, BCV, VWL.

D71,

Do I detect you admitting to being wrong again? Come on Dumbo, you're falling apart man!

HBC

 

[BroganMc]

So, young Skywalker. Always trust your instincts, move as the force directs you, and trust no one!

-Tony

Eeeek! That is one hair-raising tale.

I have need of an accessible room for all my stays so I'm well versed in triple checking. We forget MS is staffed by mere humans via the phone and miscommunication and other oopses are prone to happen. Factor in a computer system that can have glitches of your own and it gets even more precarious.

Still, I tend to turn on the sweet talk under the theory more flies are tempted with honey than virulent vinegar.