Waitlist Not Cancelled by MS

[Disney_Daddy]

Looking for some guidance on how to handle this situation…

On January 14th I called MS to check some availability for February. My dates were sold out, so I waitlisted a 1 bedroom at any Orlando DVC for Feb 17-20.

On January 17th, I called MS and checked availability for a 1 BR at Saratoga for Jan 27-31. It was available so I cancelled my other waitlist and booked. We were excited about lower point values and the timing as it coincided with a business meeting in the area.

We went to Saratoga on Jan 27-31 and had a fabulous time.

On Feb 1, I called to start booking a day by day reservation for the week of Labor Day. I called again on the 2nd, 3rd, 4th and 6th (forgot to call on the 5th).

Fast forward to March 2nd. I am surfing the net and decide to look at dvcmember.com to see if any new “perks” have appeared, review some future vacation stuff, etc. While there, I notice my points for next year are less than normal.

Upon further review, I see a borrowed deduction for a stay on Feb 17-20. MY ORIGINAL WAITLIST WAS NOT CANCELLED and was apparently fulfilled on February 5th. Remember my September trip? Well I called on the 6th to continue that day by day reservation and was not told about this waitlist confirmation from the previous day. In fact, I received no phone call, email or written confirmation (inside 14 days to arrival). So I was NOT notified at all of this waitlist confirmation and was expected to check the website as the sole notification of a confirmed reservation that borrowed points for the next use year ( I did not authorize borrowing points for the waitlist as I had plenty when I set the waitlist).

So I kindly sent an email asking for my points back. I also called yesterday morning to expedite the process. At this point, I am being told by MS that only Saratoga has the power to replace the points and they have opted not to do so. To bad so sad…

This morning I sent an email to the satisfaction team asking for a review of the January 17th phone call. My waitlist WAS cancelled so I really don’t understand the issue. Can't they review the conversation with MS on Jan 17th?

Can anyone think of any other ideas? This isn't my fault and may cost me 80+ points from my next use year. That is CRAZY!

 

[macosx]

Looking for some guidance on how to handle this situation…

On January 14th I called MS to check some availability for February. My dates were sold out, so I waitlisted a 1 bedroom at any Orlando DVC for Feb 17-20.

On January 17th, I called MS and checked availability for a 1 BR at Saratoga for Jan 27-31. It was available so I cancelled my other waitlist and booked. We were excited about lower point values and the timing as it coincided with a business meeting in the area.

We went to Saratoga on Jan 27-31 and had a fabulous time.

On Feb 1, I called to start booking a day by day reservation for the week of Labor Day. I called again on the 2nd, 3rd, 4th and 6th (forgot to call on the 5th).

Fast forward to March 2nd. I am surfing the net and decide to look at dvcmember.com to see if any new “perks” have appeared, review some future vacation stuff, etc. While there, I notice my points for next year are less than normal.

Upon further review, I see a borrowed deduction for a stay on Feb 17-20. MY ORIGINAL WAITLIST WAS NOT CANCELLED and was apparently fulfilled on February 5th. Remember my September trip? Well I called on the 6th to continue that day by day reservation and was not told about this waitlist confirmation from the previous day. In fact, I received no phone call, email or written confirmation (inside 14 days to arrival). So I was NOT notified at all of this waitlist confirmation and was expected to check the website as the sole notification of a confirmed reservation that borrowed points for the next use year ( I did not authorize borrowing points for the waitlist as I had plenty when I set the waitlist).

So I kindly sent an email asking for my points back. I also called yesterday morning to expedite the process. At this point, I am being told by MS that only Saratoga has the power to replace the points and they have opted not to do so. To bad so sad…

This morning I sent an email to the satisfaction team asking for a review of the January 17th phone call. My waitlist WAS cancelled so I really don’t understand the issue. Can't they review the conversation with MS on Jan 17th?

Can anyone think of any other ideas? This isn't my fault and may cost me 80+ points from my next use year. That is CRAZY!

Sorry to hear your trouble. First off, what does your online account say on the matter? With regard to the cancellation? Did you get a cancellation number? Record it? If it's clearly their error, they'll fix it once you get to someone who's sensible. If you're missing any "proof", don't count on their recording or having a record that will help your case.

Worst case is he said/she said. Assuming you requested a cancellation and whoever said they processed it failed to record any mention of it and didn't do it, you might complain to someone high enough for that error, but it will just be your word. Any evidence that there was a cancellation or request will likely find someone who can fix the problem sooner or later, just be persistent and escalate the matter as far as necessary.

 

[Disney_Daddy]

Thanks for the reply. I didn't get a cancellation number because it was waitlisted and not confirmed. I didn't know it was confirmed until it was too late.

I haven't received a response from the satisfaction team yet. Their auto reply said it could take up to five days.

Surely there must be some computer safeguards in place to prevent this type of thing...right?

Or are our points completely at the hands of the MS rep who answers the phone when we call?

 

[macosx]

Thanks for the reply. I didn't get a cancellation number because it was waitlisted and not confirmed. I didn't know it was confirmed until it was too late.

I haven't received a response from the satisfaction team yet. Their auto reply said it could take up to five days.

Surely there must be some computer safeguards in place to prevent this type of thing...right?

Or are our points completely at the hands of the MS rep who answers the phone when we call?

Ah, was thinking reservation, not wait list, with the cancellation number. We are at the mercy of MS with regard to the wait list. I don't think there's any quality control on the wait list as far as cancellation numbers. No verification, other than calling back and speaking to another agent to see what they pick up off their inquiry. I'd like to see the data from the requests to verify accuracy of what goes on (and off) the wait list, but it's not accessible to us. With a system set up like that, they better be forgiving to any sort of error and willing to work things out.

As far as computer safeguards, I've seen enough problems and reports of problems with things that are normally supposed to work not working that I wouldn't count on any additional safeguards. Their system seems to be fairly basic, and much of the work that gets done on the account still requires manual intervention. You need to take it up the chain to someone who knows what they're doing and is authorized to make the necessary changes (i.e not the folks that answer the phone or their supervisors).

 

[Disney_Daddy]

Thank you for your input.

An email at confirmation would have solved this problem. I could have caught it before the no-show occurred.

Still no word from the Satisfaction team. Hopefully something positive will happen. Surely someone with some sense will realize the mistake and correct it!

 

[Tine731]

If I am reading the post correctly your waitlist was fulfilled on Feb 5th for a Feb 17-20th reservation. Correct?

I copied this info from the DVC site....wouldn't this apply to you?

"Your request will remain on the wait list for up to 31 days before your arrival date. To keep your name on the wait list beyond that time, contact Member Services 32 days prior to arrival."

Your waitlist should have not gone through at all.

Good luck and keep us updated.

 

[luvindisneyworld]

Not exactly true.We went on a waitlist a couple of weeks ago for June and was asked if wanted to be on the waitlist up to 30 days or up to 7 days.
So th OP could have said up to 7 days. I am not sure if that is asked of everyone but I know they asked me.

If I am reading the post correctly your waitlist was fulfilled on Feb 5th for a Feb 17-20th reservation. Correct?

I copied this info from the DVC site....wouldn't this apply to you?

"Your request will remain on the wait list for up to 31 days before your arrival date. To keep your name on the wait list beyond that time, contact Member Services 32 days prior to arrival."

Your waitlist should have not gone through at all.

Good luck and keep us updated.

 

[LisaS]

If I am reading the post correctly your waitlist was fulfilled on Feb 5th for a Feb 17-20th reservation. Correct?

I copied this info from the DVC site....wouldn't this apply to you?

"Your request will remain on the wait list for up to 31 days before your arrival date. To keep your name on the wait list beyond that time, contact Member Services 32 days prior to arrival."

Your waitlist should have not gone through at all.

Good luck and keep us updated.

It depends on what the OP asked for when the wait list was created. You can ask the MS CM to set it up so that you stay on the wait list past the 31-day point.

 

[Tine731]

Thanks for the info. That makes sense but the site also mentioned that he should have received a new confirmation. It sounds like he found out about the waitlist reservation by accident and never received the paperwork. I guess we need to hear from Disney Daddy.

 

[Disney_Daddy]

It depends on what the OP asked for when the wait list was created. You can ask the MS CM to set it up so that you stay on the wait list past the 31-day point.

I did request a longer waitlist period. During the conversation with MS, I remember saying something about only being on the waitlist for two days and the MS rep indicated I could stay on it longer.

However it was a moot point in my book because I asked for the waitlist to be cancelled when I confirmed my reservation for the January dates.

 

[Disney_Daddy]

I received a call today from the Member Satisfaction Team.

I didn't catch the nice lady's name, but she apologized for my trouble and said she was returning my points to me and placing them back into the 2008 use year.

FYI, she sounded JUST LIKE a fairy god-mother! She had a very unique voice and used the word "magical" about 9 times in a five minute conversation!

I am grateful for the Member Satisfaction Team and appreciate their willingness to be fair and equitable with the guidelines and policies!

Have a magical day!!!

 

[Tine731]

Yeah! I glad everything worked out.

 

[dgaston]

Happy there was a good resolution to this situation.

 

[Disneyhappy]

I am so glad things worked out for you! I agree and email would have caught the snafu at the time it occcurred. I liked when I could request a phone call when my waitlist request came through.

 

[MaryAnnDVC]

Wow. That would've given me major sick-to-my-stomach anxiety waiting for a resolution. (Came close just reading it! ) Glad it worked out for you!

 

[Disney_Daddy]

I checked and my points are back! They placed them in the 2007 use year, but I just banked them and that put them back to 2008.

Since we use all of our points each year, the banking shouldn't be a problem.

Thanks for everyone's support. I love the DIS boards!