Nishara N

DVC online booking

On 02/01/2026 I tried to do an online cancellation for a booking I had for March 2026 and re- book for April 2026. However upon cancellation, I received an email advising that my request will be attended to within next two days. As a result I was not allowed to complete my April booking due to points. My March booking had to be cancelled first. I tried calling the office but they were closed. I did send an email for my requests. On Monday 05/01/26 I received the cancellation email for the March booking. I waited patiently thinking my April booking confirmation would come through soon but did not. I called the office only to be told that the booking is no longer available. I requested to speak to management however I was told she is on leave. The consultant then spoke to her supervisor who advised that bookings are done on first come basis. I do understand this however DVC also needs to understand that if their online system is not customised properly then why should we be inconvenienced. If cancellations can only be done by your consultants then why have this on the online portal. Why tell your customers they can book at their own comfort on the online portal knowing fully that it is not always possible. This is not fair to your long standing loyal customers. I did send an email noting my concerns however I did not receive any acknowledgement of the email. Sadly no consultant had even called me to advise that the booking I requested for April was not available any longer. I would have not known if I did not call to follow up. DVC chose the easy way out by stating that booking are on first come basis, following their rules. Technically speaking my booking was first as the requested booking was available through out the weekend but unfortunately I could not do anything and had to wait patiently to be assisted by your consultants. Can you confirm, is this fair?