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New DRI cancellation policy

vkrn

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Hello group,
Did anyone know the cancellation policy changed? As of Jan. 1 you must cancel by 90 days or you lose 25% of your points. I was unaware of this change. I have a reservation for March 21 that I had been thinking about canceling because my mother is in the hospital and will probably need to be moved to a nursing home at some point. I was thinking of canceling in
December, but at that time the policy was that you would not lose points if you cancelled by 60 days, so I thought I would wait in case my mother's situation changed.

Today, I tried to cancel the reservation and got a message that I would lose 25% of my points because I had not cancelled within the 90 day period. I called a vacation councilor and was told there was nothing they could do. That was the policy. I asked to speak to a supervisor in case he would be able to grant an exception due to the circumstances, but was told my call
was not a "supervisor call" and he would not speak to me.

I have sent an e-mail to Steve Cloobeck. I don't know if there is anything else I can do. Is there a customer relations department that could help me? This is just not fair!
 

Jimbo

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Cancellation Policy stinks

I am in the midst of the same learning curve. The lost of points is rather costly and who knows 90 days out if a conflict occurs. I would venture to say that cancellations will go down.
 

pgnewarkboy

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I saw the change reflected on the DRI website. I think that it is a valid argument to say that at the time the reservation was made the cancellation policy was 60 days, that is the policy that must be honored. Did you print out your reservation? If it says 60 days no loss of points that is, in my view, what should be honored.
 

vkrn

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Update on cancellation

Ms Sarah Hulme from the corporate office contacted me and has graciously adjusted my points so I received a refund of my entire points allocation. Thank you very much, Sarah.
 

dougp26364

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Resorts Owned
Marriott Grand Chateau
Marriott Shadow Ridge
Marriott Ocean Pointe
Marriott Destination Club Points
Hilton Grand Vacation Club Las Vegas Blvd
Grand Colorado on Peak 8
Spinnaker French Quarter Resort Branson
I'm glad to hear that your issue was resolved to your satisfaction. I always feel that it's a shame when you have to contact someone rather than the system taking care of simple isues but, that seems to be the DRI way at the moment.

As for the change I can see this as being a benefit overall to THE Club members. In the past, it was to easy to make a reservation and tie up a unit just because you think you might want to go at that time. It ties up units and keeps them from being available for other members to reserve who can make firm vacation plans. Personally, I never like to make a reservation that I think I might have to cancel.

Yes I do understand that there are situations that come up last minute and force plans to change but, generally those are few and far between. While this change may hurt the minority of owner/exchangers I think in the long run owner/exchangers might start to see a little more and better inventory for exchange. There is always exchange insurance that can be purchased should you fear that your plans could be changed last minute. Granted the cost of that insurance through DRI is $85 so, one would have to weigh the loss of those points vs the price paid for the insurance. I have at times purchased trip insurance when I felt there was the possiblity that something could pop up (weather, family illness or death) that would affect my travel plans.
 
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