WHOA?! OKW "near HH" ONLY for CRO right now?!

[Simba's Mom]

I've been communicating with a DVC CM about this issue. The response I received was that DVC is in the process of converting existing reservations, based on availability, that have HH notated as a request. If a reservation is converted, then the Member will be mailed a new confirmation letter. Member Services will be booking these rooms, but at a later date. The reply went on to say that Disney Reservation Center does not have the ability to book the HH category outright. They can add the request to a reservation, and the front desk will try to honor it upon arrival if they have those rooms available in inventory.

I'm going to choose to conclude from this that some CMs at MS are saying that if HH rooms are guaranteed, it's only by CRO, but I haven't heard anyone definitively prove to me that it really IS being guaranteed by CRO. For now, "near HH" is a request, not a guarantee to ANYONE. But if I'm convinced that what some MS CMs are saying is truly happening, then I'll be right there in line with the outraged. Thanks, JudithM, for calming me down for now.

 

[Chuck S]

This is one of those dumb questions from a long-time member (BWV and now AKV) who does not usually pay much attention to threads concerning the specifics of OKW but found this one to be of keen interest because giving priority to CRO for room categories does not sound proper:

Can someone tell me what "HH" means?

HH = Hospitality House, the name of the general area at OKW that includes main check-in, main pool and Olivia's Restaurant.

 

[JudithM]

Thanks, JudithM, for calming me down for now.

You are quite welcome, Simba's Mom! The DVC CM I spoke to has worked with Members for years. I have no doubt that the answer I received is accurate.

 

[RobDoc]

...
Can someone tell me what "HH" means?

HH is the Hospitality House - checkin area - at OKW. Last spring Jim Lewis (in Vacation Magic) announced that beginning with 2008 reservations, member would be able to reserve the former "near HH" as a dedicated booking category with no change in the point costs. Also stated that MS was already blocking existing OKW reservations with that request and members would not need to call again for reservations already in place. "Near HH" is basically Buildings 11-14, but likely also includes 62-64,16 and 23 -26. All are within a short walking distance of HH where the front desk, main pool, store and Olivia's restaurant are located.

While I do not usually make requests for our OKW reservations, I did specifically try to reserve this new booking category this past fall when making a reservation for later this year. I was told by MS that it was just a request and was NOT a booking category. I related the article from Vacation Magic and asked if she'd like for me to read it to her. She declined my offer to read the quote from Jim Lewis and she held firm that it would be noted as a request.

We have stayed at OKW 4 times now since the announcement was made and each time have had a room "near HH" - including right now, as we arrived on Wednesday.

As for the reported CRO comment , CRO has just begun implementing the new DPMS resort "cashier" system, which has frequent crashes. I would expect that with this new system, resorts may be able to easily designate new reservation categories. (Perhaps this is what was meant by the comment from MS). I would anticipate that once this new reservation software is up-and-running without the problems currently afflicting the system, DVC will be able to implement the technology without major cost to DVC members, but until that time is still using the same reservation program with it's limitations. With the apparent use of the DPMS "imminent", DVC may not want to upgrade the current reservation software to reflect the new booking category at OKW.

Thus far, we have had no reports of a member NOT getting the requested "near HH" reservation in favor of a cash guest, so it'n not clear that this is truly an issue ... yet.

I will join those disappointed/upset if MS continues to deny OKW owners/DVC members access to the booking category promised, in writing, by Jim Lewis.

Stay Tuned!

 

[blizzard]

So that means I still won't know if we got near HH until I check-in?

Bummer!

No, it happens before that. Our upcoming reservation (starting Jan 23) was changed to "near HH" on October 23. (not sure if it was coincidence that it was exactly 3 months in advance)

 

[JimC]

That is NOT okay!!! How can this be justified? I wonder if this is being done only after the 7 month mark is reached, thus at least giving OKW owners some priority?

But they don't assign room based on book date.

The last OKW reservation I made for next October I was told near HH is only a request.

 

[Disneyaholic]

We checked into OKW on January 2. I had no requests on the reservation because it was made relatively late and I knew it was a busy time of year and I was just glad to be able to get a room for the dates I wanted!

While I was waiting for the CM to get the keys, etc. I did a little (innocent) upside-down-reading and saw a handwritten note taped to the desk that read "No members in Building 25". My first thought was that it was to keep Building 25 (one of our personal favorite locations) for CRO guests to use as a marketing tool. Heck, give a non-member a location close to the HH, close to the Peninsular bus stop and with a fantasice view and you're sure to "wow" them, right?

I emailed Member Satisfaction and received a phone call from a very nice CM the other day. She said that she had checked into the matter and that I must have "misread" the note on the desk, because it actually said "Members Only in Building 25".

First off, I know that I read it correctly, because I was so shocked by what it said, I re-read it several times.

Secondly, even if I did read it incorrectly, it kind of conflicts with the information presented elsewhere in this thread, doesn't it?

I didn't want to post this, because I didn't want to stir things up unnecessarily. But, it does pose an interesting question:

Has anyone actually stayed in Building 25 lately???

 

[Chuck S]

Perhaps the building was blocked for a Grand Gathering or other security reasons (VIP, Fmr. President, etc.) that they can not disclose.

It may also be that they block buildings for CRO because then the whole building gets daily housekeeping, and it is more efficient for staff.

BTW, there is no way I would admit to reading someone else's private upside-down notes in a letter of complaint.

 

[disneyfan2kids]

Chuck... do you work for DVC and just not want to admit it?

 

[jekjones1558]

Disneyaholic,
We were in building 25 this past Nov. My sister saw the sign you referred to and she told me that it said "Members only in Bldg 25." The reason she mentioned it is because we had a GG and our GV was in bldg. 25 but the 2 bedroom was NOT in bldg 25, even though we had requested to be together and were told every effort would be made. My DSis attributed this to the fact that the 2 bedroom was in her name and she is not a DVC member (the room was booked with my points). I think bldg 25 is a great location, so it would be great if it were reserved for members. I think it may have been a smoking building before the new non-smoking policy, but I'm not sure of that.

 

[Chuck S]

Chuck... do you work for DVC and just not want to admit it?

I just don't jump to conclusions. There are generally plausible & logical explanations if you think things through.

 

[OneMoreTry]

So that means I still won't know if we got near HH until I check-in?

Bummer!

It's not so bad to be away from HH. Do you have a car?

2 days before Xmas we checked in at midnight with an "unconfirmed" near HH request and got bldg 25 which is pretty doggone close. I was prepared to get further than that and wouldn't have minded -- but we did have a car.

Hope you get close!

 

[tjkraz]

Just called to book a June stay at OKW, requested "near HH" and MS told me "at this time that's only available to CRO bookings."

Two comments:

1. What would a DVC MS Cast Member know about booking rooms thru CRO?

2. If you look at the booking process at www.waltdisneyworld.com, there is no mention of a "near Hospitality House" category at Old Key West. There ARE separate categories for Standard vs. Water view rooms at the Moderates, Standard / Savanna / Concierge at AKL, Garden Wing / Tower / Bay Lake / Magic Kingdom at Contemporary...in fact most Disney resorts have different classes available to cash guests. But no categories for OKW.

It appears that the category is not yet set-up with DVC, but the rest of the CM's story sounds fishy. Perhaps they thought that story would help deflate the situation and instead it backfired.

 

[jarestel]

Sounds like DVC's new member satisfaction motto is becoming "Keep those dues checks high & those expectations low".

 

[sjdisneywedding]

Two comments:

1. What would a DVC MS Cast Member know about booking rooms thru CRO? .

there could be many reasons

cross training, mybey they came from a CRO position recently, maybe they work for both divisions part time, maybe the undergo the same training sessions(partially at least)

I would assume with the new HH booking that some type of training doc was released to all involved in booking rooms both(CRO & MS), its probably the same doc released to both and probably would have a simple side note that its up on one and not the other yet

....the rest of the CM's story sounds fishy. Perhaps they thought that story would help deflate the situation and instead it backfired.

it definately sounds off, but 3 CM;s in a row including a manager, I dont know

either they are all told to say it, or its true

 

[sjdisneywedding]

But remember that the vast majority of CRO rooms are made available by DVCers trading out, so basically a DVCer, that has paid $16,000 HAS reserved the room, only staying in another location...basically the same as a DVCer making a reservation, renting those points, and using the cash to pay for a cruise.

sorry Chuck no matter how you spin it or no matter if 1 or 1000 are effected, wrong is wrong

if its true CRO gets booking priority while members do not, its wrong! I dont see how that can even be the least bit cloudy

while it may not be the most glamourous or exciting issue its still an issue(if its true of course)

 

[disneyfan2kids]

For some reason, this thread has migrated into making me feel as if I need to defend the truthfulness behind my OP.

Please trust me... I am not jumping to any conclusions regarding what I was told. 2 different CM's (at separate times) - 1 of which supposedly even confirmed with her "manager", they BOTH told me (verbatim) "THE ONLY WAY TO BOOK THE GUARANTEED NEAR HH CATEGORY RIGHT NOW IS THROUGH CRO".

Not sure why anyone would think I'd make that up or exxagerate. Now - if they were incorrect, it's odd that they would BOTH tell me that same thing at completely separate times.

Sorry - maybe I'm reading too much into this, but some of the last page of threads seemed to be questioning the validity of my original post, and I feel the need to reiterate that these CM's DID tell me this.

Has ANYONE else called MS to ask this question?? (Judith - thanks for calling your contact, but did you call MS directly, or was this just a friendly CM you know?)

Can someone else call MS (since I've called twice so far) to try and book guaranteed HH and see if they tell you the CRO story as well?

I just have no reason to believe that 2 different CM's at separate calls would tell me the exact same thing if it is in fact untrue.

 

[Off-The-Deep-End]

... 3rd CM in a row... CONFIRMED that this is only available through CRO.

He said that ONLY CRO can get confirmed "near HH" category for now. He said that MS should get the ability to do so in the future. He had NO IDEA when this would be. So, for now, my request is ONLY a request.

BUT if CRO is giving out "confirmed"...then that severely limits the MS people who are "requesting" it who will actually GET it. All CRO people will bump members b/c they have had a significant head start in getting "confirmed" HH.

I mentioned that other members have said they have "confirmed" HH...he said that's impossible b/c they don't even have the ability in their computer system to book this. Anyone being told it's confirmed is getting incorrect info b/c the BEST MS can do right now is just submit a "request."

For those of you that think it's "confirmed'... I'd suggest you call back ASAP.

GRRRRR!!!!!

Any other things I can do?!?!?!

CRO is running a newer software version that supports the HH request. When MS updates they will get this ability and possibly, the much rumored no name change ability as well.

These 'improvements' just keep comming at us don't they?

 

[Chuck S]

No one is questioning the fact that you were given that info by MS. What has been discussed is the actual impact on members requesting the HH area. Has anyone been denied being "near HH" because of this? We have no way of knowing, what, if any, impact there is. And apparently, at some point in the reservation, a manual adjustment to the status is made, it simply isn't a guaranteed booking class at the moment the reservation is made.

And the fact that, per usual it seems, different people get different responses from MS.

As Doc pointed out, MS and CRO use different software, and evidently CROs new software has some bugs. We all know how often MS seems to upgrade, with problems, in their software. Imagine CRO with more resorts, many more of them with booking categories.

According to JudithM's post, they are converting reservations containing the request, and that has apparently been happening since sometime last year. But that the initial info the OP was given is also correct, that the category can not, at the moment, be booked at the time of reservation.

If these requests are being converted at a later date the overall actual impact of CRO having the capability vs a later conversion, would probably be pretty negligible, and MS should explain that to people that inquire, vs. simply saying CRO can book it, DVC can't.

 

[Disneyaholic]

Perhaps the building was blocked for a Grand Gathering or other security reasons (VIP, Fmr. President, etc.) that they can not disclose.

It may also be that they block buildings for CRO because then the whole building gets daily housekeeping, and it is more efficient for staff.

BTW, there is no way I would admit to reading someone else's private upside-down notes in a letter of complaint.

Chuck, I'm not quite sure how my post led you to believe I was reading a "private upside-down note in a letter of complaint"...

What I read was written on at least a 3x5 piece of paper (probably more like 4x6) and was written in a sharpie marker. There was nothing else on that piece of paper, so it was very easy to read. It was clearly to serve as a reminder for the CM when assigning rooms.

Please don't tell me that your eyes have never wandered while you're just standing somewhere waiting and that you have never read something upside-down. It caught my eye. I read it. I couldn't believe it. I re-read it. I am not ashamed to admit the whole thing. Now, if I had reached over the desk, moved some papers, then saw it and squinted to read it, you might have a point. I think you owe me an apology.

Your point about possibly blocking entire buildings to make it easier for daily housekeeping is a good one. However the ONLY building on this note was 25. I don't think it's fair to take such a prime, highly-requested location and use it exclusively for non-members. Nor am I saying that CRO should only get the least-desirable locations. But I do think that members, who have made a commitment for the next 35 years, should not be shut out of this building.