Waitlist Snafu - Phew!

[DJmommy]

Well, I had a nightmare today with MS. I am a compulsive checker for my waitlists for my November trip, the first one that we booked with extended family. My family was booked at BWV for the first two nights, and my sister's family at OKW with a waitlist for BWV. Then both families are booked at AKV for the last five nights.

MS canceled my reservation for a 1 BR Standard view and gave me my sister's waitlist for the BWV. They did not cancel her reservation at OKW, they canceled mine instead, even though I made sure when I set up the waitlist that it was in her name, and the reservation to be canceled was the OKW one.

I checked online like I always do after lunch and saw the error. I got on the phone right away and got someone who was fairly inexperienced. She did acknowledge that she saw it was done in error, but by now my 1 BR standard view was gone. She did have a 1 BR preferred view. I hesitated because I did not want to borrow points for this, but when I said I would take it after a minute, that was gone too.

She got a supervisor who said that they may be able to get me the 1 BR preferred view back but someone would have to call me back. I asked her to make sure that if she can get me the 1 BR, that they also cancel my sister's OKW room so that I only had to borrow a few points. If they couldn't get it, I would have had to keep my sister's OKW room, because otherwise I was not going to have a room at all for those nights.

I checked later in the day and they got me the 1 BR preferred view but never canceled my sister's OKW reservation so they borrowed more points than they had to.

No one called back. I finally called again at 5:15 and spoke with Barbara first, then Paula, a supervisor. Paula did straighten out the mess with the borrowed points and returned some of the points to my 2009 use year.

So I guess I am OK with the way it worked out. I am using more points than I would have had to had they done it right in the first place but both families will be at the same resorts for the entire vacation.

Just be careful about what you put in the wording of your waitlists.

Hope no one else gets screwed up.

Jackie

 

[daisyduck123]

Hi!

I think I must be tired because I couldn't quite follow your story...but I'm glad it worked out ok in the end!!

 

[LocustPoint]

I would call back since it was their mistake in the first place and get the difference between the standard view points that you should be using and the preferred points that you are now forced to use due to MS error. It can't hurt to ask or write to member satisfaction. I'm glad it all worked out in the end and that you have a room.

 

[kimberh]

Where online are you able to check your waitlist at?

 

[DJmommy]

Kimberh

You can't actually check anywhere to see your actual waitlists. But you can check your vacations that you already have booked. If you see a change from what you had booked you can see that your waitlist has been met.

I thought about calling again, but it is not that big a deal. In the end we got what we wanted. Just glad I was right on top of things, so that it could be fixed right away.

 

[JimMIA]

Your situation is a recurring problem since DVC went to automatic fulfillment of waitlists. In some cases, they've cancelled familes' entire vacation when they fulfilled a one-night waitlist request! Previously, they would call you and run all the details by you before you actually gave them the go-ahead to make any changes.

I also didn't really follow all of the fine details of your saga, but you should not be out any points, in any form, because of their mistake. There is no excuse for you suffering any loss of points. If the final result was not exactly what it should have been had the waitlist been executed properly, I'd call back and demand that they make everything right.

If that doesn't work, email Member Satisfaction.

 

[Disneyhappy]

I had to call MS three days in a row to make sure they had my waitlist set up correctly. Each time I called, it was incorrect. The third time it was finally set up the way I requested. This does make me nervous and I liked it better when they called me to confirm.

 

[TenThousandVolts]

I think one of the big problems is that you don't get anything but a verbal confirmation of your waitlist and how it is setup. They should allow you to view waitlist details on the website.