What's up with member services?

[Disney Freak Numero Uno]

I called member services three times today. Only during the last call was the CM willing to search for available dates for this coming January. The two other individuals who answered simply said that everything was sold out. Has anyone else had this experience?

 

[LisaS]

So, was there anything left for January?

 

[Disney Freak Numero Uno]

Yes there were plenty of rooms available and I did book 4 nights in mid January. What bothered me was that there was only one out of three CMs who was willing to check.
What do they think they are getting paid for?

 

[LisaS]

That's not good... Even if there was nothing available the last time somebody checked, there is always the chance that something has become available due to a cancellation.

 

[byoung]

This doesn't sound good, MS not responding.

 

[Doctor P]

This doesn't sound good, MS not responding.

Or perhaps it is know that there is a waiting list for all of those time periods. If there is a waiting list, given the way that it has been reported that it works, it is not particularly fair that someone jumps to the front of the line by just calling in. Perhaps the MS representatives were merely making sure that the waiting lists worked the way they are supposed to. In addition, I have been told by MS that they will only look for availability based on making a reservation (i.e., you need to ask for a specific date and then they will look). An open search, as it sounds like the OP requested, may be a pretty onerous request, especially to check every type of accomodation at every resort. Perhaps I misunderstood, but an open search seems pretty unreasonable.

 

[LIFERBABE]

I dont think a search of open dates is unreasonable at all. Members have points expiring and sometimes that is necessary to be able to use their points. That is part of a flexible system.

Most of the time when I check on dates if my dates are not available, the MS rep offers to check other resorts/dates etc.

I think the main problem is that the senior MS reps dont work on Saturday. They have seniority and dont have to work the extended hours if they dont want to. So you have the newer reps on the phones and i know from experience, that many of them are not as knowledgeable, helpful, magical, as some of the senior reps. I give MS big kudos for handling such a complicated system and scrolling screens etc. but I too have noticed the difference in certain reps.

I had a bad experience last saturday and from now on I will try my hardest to call during the week if at all possible. I've found the newer reps are more scripted and less versed in the rules. I know it will take time, but I almost lost my NYE waitlist so from now on I will request certain reps if I am doing a more complicated booking.

It is a learning curve but many are inflexible and not willing to check waitlists etc. and the last couple of months, they havent called me on several of my waitlists even though they came through.

 

[dvcnewgirl]

I have had the same experience. The availabilty changes depending on who you get on the phone. I called about my december trip, nothing available. I called back and there were some nights. The first person wasnt on the phone long enough to check. The same thing happend for dining I called disney dining no availabilty then I called dvc for a question I had and the girl was so nice I asked her about the dining and there were many spots open for the same date, same restaurant that I had asked about 5 minutes earlier.

 

[mckryan]

It is a learning curve but many are inflexible and not willing to check waitlists etc. and the last couple of months, they havent called me on several of my waitlists even though they came through.

Did you have it to automatically book if one came open, or were they supposed to call you first? I'm on a waitlist for February, and I haven't heard a thing. Maybe I should be calling 1x a day??!

 

[fkj2]

Did you have it to automatically book if one came open, or were they supposed to call you first? I'm on a waitlist for February, and I haven't heard a thing. Maybe I should be calling 1x a day??!

You can go to the member website, login and click on "My DVC." That brings up a menu where one of the links is "Points." Click on that and it brings up info about your contracts, recent stays and future planned vacations. I waitlisted for a night next month and that's where I found the night came through, because it showed up on the points I had left and was reflected in the planned vacations section.

 

[debbiepump]

It's their job to search whether they 'think' they know the room status or not!
I've worked in a doc's office forever and can you imagine if the receptionists 'thought' they knew that doc's scedule was full but someone else, even perhaps one of us RN's had talked to the patient and cancelled the apt??? Sounds like they were some overstuffed CM's from Thanksgiving day on the lines. Glad it all worked out for you

 

[mckryan]

You can go to the member website, login and click on "My DVC." That brings up a menu where one of the links is "Points." Click on that and it brings up info about your contracts, recent stays and future planned vacations. I waitlisted for a night next month and that's where I found the night came through, because it showed up on the points I had left and was reflected in the planned vacations section.

Nope, nothing there for me.

 

[Doctor P]

It's their job to search whether they 'think' they know the room status or not!

Not if there is a waitlist, IMHO. Someone who calls in should not jump to the front of the line simply because of what appears to be a glitch in their computer system.

 

[Disney Freak Numero Uno]

I would not want member services to give me a room if there was a waitlist for those dates. But I would want them to check alternate dates for me though if my travel dates were flexible.
The last CM I spoke to seemed to be able to look at one screen and see what was available. She was rattling off dates and room types faster than I could write them down. I don't think she could have possibly known if those rooms were waitlisted.
It would be great if the computer system could book the rooms for waitlisted guests as soon as they are available without throwing them back into inventory. It really doesn't seem fair that a person could call in on any given day and book a room that many others may be waitlisted for.

 

[LIFERBABE]

Did you have it to automatically book if one came open, or were they supposed to call you first? I'm on a waitlist for February, and I haven't heard a thing. Maybe I should be calling 1x a day??!

No, I am not autolisted, so I expected to be called when the dates became available.

There are so many ways to waitlist, day by day, a string of days etc, that i dont see how a MS rep can tell you there is no availability without checking.
I think that is a cop out to say they should not check dates because of a waitlist. If that is the case, why even answer the phone?

Ive had great experiences with the waitlist coming thru so i dont think that is the problem.

Ive had the same experience where 1 rep was not willing to check dates etc. but another was extremely helpful and helped work thru my booking issues.

Reservations are not always linear. There are many times, that depending on availability or what waitlist came thru, I am looking at different scenarios. Sometimes the dots connect and sometimes they dont. MS should be there to help you, many times an unhelpful rep can affect your vacation.

 

[kimberh]

In a 5 minute period of time I had 6 straight days appear that were not there 5 minutes earlier. I had just hung up and called back about a split stay, the MS rep on the second call found all the days for exactly what I needed. I had to wonder. It was premier season too.

 

[Florida Princess]

Had the same problem when I called earlier this week. Found out we will be able to make an unexpected trip up to WDW in January---was looking for anywhere (DVC only) on ANY Sun--Mon and Tues evenings(2 bedroom). Only available was SSR----everything else was NOT available. Was very surprised since previous years last minute January ressies were never a problem!
Oh well---SSR it will be !!!!!!!

 

[Lexxiefern]

I find it very disturbing that the MS CM would not even check for you. I hope this doesn't start happening more often.

 

[YesYourMajesty]

I have been waitlisted for seven months for BCV, BWV or WLV for our new years trip. I was told by the first person I talked to at member services that she "knew" nothing was available. She more or less refused to even look at the dates and then proceeded to start an argument with me about the dining plan when I asked her questions about. I was stunned.