If an MS CM told you "No problem, there are 5 rooms available" but they all disappeared while you were cancelling and rebooking, would you be upset? You might be understanding but I'm not sure every member would be. It wouldn't surprise me if MS CMs are told not to provide that information because they cannot guarantee that availability won't change while they are modifying your reservation, resulting in an angry member demanding to be accommodated.But she sure did not tell me, there were 20+ rooms available, you will probably be fine. I even asked her. She offered nothing.
Knowing where you are on the waiting list isn't enough information. You would need to know the number of people above and below you waiting for the same/overlapping dates and how many nights they need. You could be at the top of the list waiting for 4 nights and there could be people below you waiting for just 1 or 2 overlapping nights. If some of your nights become available but not all of them, they would go to people below you on the list who need just those nights. MS could tell you "You're at the top of the list with no one below you waiting for any of your nights." and then a new WL for a subset of your nights could be created just after you hang up the phone, changing your situation.I think that Member Services should be able to tell us about how many rooms are left at any given time, where we stand on the waiting lists...
Right Ive been told by different CM s in Member Services that they do not know any more than we know. Maybe they just didn't feel like checking. It may not be consistent. However.. It would make a difference to me knowing where I stood on the list just so I could make a general decision on whether or not I should pursue another reservation. I need more facts to make my own decision and I think they should be able to help members with this. If I am for example 50 people down on my list then and my time is coming up in all probability I need to pursue a different reservation. For all of this money I could at least know where I stand . Being upset about rooms disappearing while I make my new res... I stated that I think Member Services should be able to hold the spot as soon as they initiate the process. That is fair.Yep, I too have been told by member services that there are several rooms left....generally the CM would say, there are not many rooms left in that category. So I've always assumed they have some sort of chart or block they see to know how many rooms are left.
Yes, but the CM's don't have the ability to use two different browsers. At least not the front-line folks.I don't understand that if the system can put a 20 minute hold on a room when we book online reservations , couldn't something similar be used by the CM's ? Similar to the 2 browser method available to all of us?
Because we, as members, fund the IT budget. And it's pretty well fixed. Sure, it'd be a nice surprise if they could do it, but I don't see a whole lot of value.I think they should be given the ability to do this. This system is very stressful. Why not? Why isn't it more user friendly? Lets keep the customers happy!LOL
And ongoing training. We're dealing with a call center staff training issue. I suppose it depends how the change is implemented, but I don't see any easy way to do it, and I don't see the problem as a big enough issue to worry about.Overall it may mean CMs spend less time on each person. The IT change would be a one time update. More efficient in the long run.