New policy - confirming Guest Reservations [MORE CHANGES]

[DeniseM]

It impacts every Vistana owner who ever rents their timeshare or gives it to friends or family, and everyone who calls for other reasons, and will have longer wait times. I think it's really going to impact the phone lines, because owner's who formerly did everything online, will have to call.

Plus, every time there is a policy change - there is massive confusion with the lower lever Reps. That will bog things down as well.

For example - last week when they stopped confirming reservations for guests and renters - the Reps didn't even know about the new policy. They were telling guests and renters who called that their reservation had someone else address and phone number on it. It was the owner's contact info, but the Reps were completely confused. In other words - management made the change BEFORE they trained the staff on the new policy!

 

[dioxide45]

Realistically though, what percentage of owners give their week to friends or rent it out? Perhaps less than 5%? I don't necessarily agree with the policy, but I doubt it will cause a log jam on the phone lines.

 

[grgs]

Update: There is a new message on the dashboard today stating that you cannot request Guest Confirmations online any more - you must call. So much for cost cutting and saving owner's money!

Can you imagine how much busier the phone lines will be - where is the "cost savings" now?

They also will no longer email confirmations to your guest.

I am bummed that you can't put in the name change yourself online. It was very convenient, and I hate having to use the phone. Before you could at least make the request via the online system, which was still preferable to calling in.

However, at this point, it's still easy for an owner to send the renter the reservation in their name via the online system. So the fact that Vistana won't send it, doesn't really bother me.

Glorian

 

[tschwa2]

To be honest I usually had to call anyway to add a guest. The guest cert link was never in real time with Starwood/Vistana and typically took 48 hrs during the week and 72+ hours over the weekend to update. Once a reservation is updated you can still go to send a confirmation and put in any email address you would like and it is sent directly from Vistana.

 

[dioxide45]

To be honest I usually had to call anyway to add a guest. The guest cert link was never in real time with Starwood/Vistana and typically took 48 hrs during the week and 72+ hours over the weekend to update. Once a reservation is updated you can still go to send a confirmation and put in any email address you would like and it is sent directly from Vistana.

So it sounds like it required human intervention to make the actual update anyway?

 

[DeniseM]

I never call, but for those of you who do, let us know if you have a longer wait time going forward.

 

[rickandcindy23]

My rentals are all summer, so it will be way after the new year before I will have to call, but I always did because like tschwa2, I thought the lag time for adding names via email was too long a process. But honestly, I am so disappointed Vistana is going this direction with less services, and I am still going to send a message.

 

[okwiater]

Update: There is a new message on the dashboard today stating that you cannot request Guest Confirmations online any more - you must call. So much for cost cutting and saving owner's money!

Can you imagine how much busier the phone lines will be - where is the "cost savings" now?

I agree that this is a step backwards since it removes functionality from the online system; however, I don't think it represents a huge impact in terms of manpower or costs given that the online system merely generated a message that was sent to a human for manual processing.

IMO PamMo is probably correct in that Vistana would like to reduce StarOption rentals (which are against policy), so they are at least going to make you acknowledge to a human that your guest name change is not being performed for prohibited rental purposes.

They also will no longer email confirmations to your guest.

Are you sure about that? The feature still appears to be there, for now at least.

So it sounds like it required human intervention to make the actual update anyway?

Yes. The online system never performed this task in an automated fashion, but merely generated a message that had to be manually processed.

 

[DeniseM]

Are you sure about that? The feature still appears to be there, for now at least.

Previously, when you called, or used the online function to transfer the reservation to a guest, reservations would send a copy of the confirmation to your guest. Now, when you call, reservations will specifically tell you that they will not send confirmations to guests.

You can still send the guest a copy of the confirmation yourself from the dashboard - after it has been changed.

 

[DeniseM]

One more thought - based on previous interactions, I believe that many of the lower level Reps. will have difficulty determining if a reservation is "qualified" for rental or not.

For instance: I own at the West Ka'anapali. If I make a reservation at my home resort 0-7 months before check-in, I am going to get a "Staroption" reservation - even at my home resort.

Another example: If you split a 2 bedroom home resort reservation into a studio and 1 bedroom within 8 mos. of check-in, one of the reservations will be listed as a "Staroption," reservation, even thought the reservation was made during the home resort reservation period.

Putting this in the hands of entry level people is going to cause confusion.

 

[vacationtime1]

Just a few days ago, I was able to generate a Guest Confirmation for a renter using Vistana's online system; it took no more than 2-3 minutes to log in and press the right keys.

Maybe it wasn't a fully automated system, but from my perspective, my renters got a confirmation directly from Vistana.

Now I must (once again) deal with the gauntlet of a telephone system. I may have to do this only two or three times per year, but why must I do it at all?

Why is Vistana intentionally reducing the functionality of its online system?

 

[Helios]

To be honest I usually had to call anyway to add a guest. The guest cert link was never in real time with Starwood/Vistana and typically took 48 hrs during the week and 72+ hours over the weekend to update. Once a reservation is updated you can still go to send a confirmation and put in any email address you would like and it is sent directly from Vistana.

This is my experience. I very rarely used the online method because of the delay.

 

[Helios]

So it sounds like it required human intervention to make the actual update anyway?

Yes, that's why there was a delay. Same intervention as the coveted wait list for 4 and 5* Elites...

I think of the flintstones and the monkey inside the traffic "light" and compare it to vistana IT...

 

[Helios]

IMO PamMo is probably correct in that Vistana would like to reduce StarOption rentals (which are against policy), so they are at least going to make you acknowledge to a human that your guest name change is not being performed for prohibited rental purposes.

I agree, but what they need is enforcement of policies. And stop the sales practice of saying buy cheap VOIs, reserve at desirable locations, and rent...

 

[tschwa2]

Just a few days ago, I was able to generate a Guest Confirmation for a renter using Vistana's online system; it took no more than 2-3 minutes to log in and press the right keys.

Maybe it wasn't a fully automated system, but from my perspective, my renters got a confirmation directly from Vistana.

Now I must (once again) deal with the gauntlet of a telephone system. I may have to do this only two or three times per year, but why must I do it at all?

Why is Vistana intentionally reducing the functionality of its online system?

When you were generating the guest confirmation had you already added the guest name to the reservation or were you both adding the name and generating the confirmation on the same online transaction? If only generating the confirmation with whatever name is currently listed and sending it to the email of your choice that is still an option and completely automated. Nothing has changed.

In the past adding a guest was similar to adding a special request like a high chair. You sent the request, received an automated message that someone would get back to you in a certain time period and then 2-3 days later receive an email that the request - be it to place the reservation in the name of the guest or the high chair request has been updated in your reservation.

 

[vacationtime1]

When you were generating the guest confirmation had you already added the guest name to the reservation or were you both adding the name and generating the confirmation on the same online transaction? If only generating the confirmation with whatever name is currently listed and sending it to the email of your choice that is still an option and completely automated. Nothing has changed.

In the past adding a guest was similar to adding a special request like a high chair. You sent the request, received an automated message that someone would get back to you in a certain time period and then 2-3 days later receive an email that the request - be it to place the reservation in the name of the guest or the high chair request has been updated in your reservation.

I had previously added the guest's name to the reservation but the guest did not receive the original confirming email from Vistana.

So my (recent) effort was merely to generate a second confirming email which my renter did receive.

And yes, it took 2-3 days for my renter to receive the confirmation (or at least to tell me about it, although I have rented to him for several years and believe he would have let me know immediately).

 

[DavidnRobin]

The process to switch name on reservation:

Call Owner Services (at time with low call volume)
Give usual info for them to open account, and ask to change name on reservation
Give them reservation # and resort - confirm
Give new name (and pertinant info) - confirm
Send confirmation though portal to person using the reservation - confirm

Yep... real tough - how dare they!

My renters have received the confirmation (in their name) almost immediately - I send one to myself as well.
I have done this about 3x per year for last 10 years (except up to a few years ago - OS had to send confirmation)

 

[DeniseM]

I'm sure there are some people who like to call Owner Services - but I really dislike calling. The Reps are often clueless, provide incorrect info., talk too much, and try to strike up a conversation, instead of getting the job done. I suspect they are trained to do so - but I think it's ridiculous.

However, I remember a poster from years back who just loved calling Owner Services because he enjoyed how obsequious the Reps. were to him. I swear, I'm not making this up.

 

[Helios]

Can you imagine how much busier the phone lines will be - where is the "cost savings" now?

For whatever is worth, I just called the 5* Elite line and waited about one minute. I don't think I have ever waited...

 

[Helios]

The process to switch name on reservation:

Call Owner Services (at time with low call volume)
Give usual info for them to open account, and ask to change name on reservation
Give them reservation # and resort - confirm
Give new name (and pertinant info) - confirm
Send confirmation though portal to person using the reservation - confirm

Yep... real tough - how dare they!

My renters have received the confirmation (in their name) almost immediately - I send one to myself as well.
I have done this about 3x per year for last 10 years (except up to a few years ago - OS had to send confirmation)

First world problems...

 

[DavidnRobin]

I'm sure there are some people who like to call Owner Services - but I really dislike calling. The Reps are often clueless, provide incorrect info., talk too much, and try to strike up a conversation, instead of getting the job done. I suspect they are trained to do so - but I think it's ridiculous.

However, I remember a poster from years back who just loved calling Owner Services because he enjoyed how obsequious the Reps. were to him. I swear, I'm not making this up.

Based on your usage and needs - I don't blame you.
I have no issue with my discussions with Owner Services - I am not operating as a 3rd party.
I also usually have pleasant conversations - often about how they should visit WSJ since they are in Orlando (for now). I do not recall getting inaccurate information when calling for reservation, but certainly have heard reports.

One thing that is new and that is a reminder that only HomeResort reservations can be rented out - which may be partial reasoning for only using call center. That, and likelihood of getting incomplete information when doing on-line - creating more errors and work.

As mentioned, back when we were discussing renting SOs (which is somehow a stickie...) - I discussed with S. Clarke and they were discussing internally - perhaps this is an attempt. They didn't take my advice and add to confirmations.

I sometimes miss Salty - sometimes...

 

[vacationtime1]

I pinged Vistana questioning the reason for this change and received the following non-response:

Dear XXX XXXXX, TRUSTEE,

I welcome the opportunity to assist with your guest name change inquiry.

Third party requests must be submitted to Owner Services by phone as we are currently updating the verification process. I thank you for your time and patience regarding this matter.

Do not hesitate to contact us if you require additional assistance.

Have a wonderful day!

Sincerely,


Itzel D.

E-Communications Specialist

T 888-986-9637 F 888-475-9128

VISTANA SIGNATURE EXPERIENCES
9002 SAN MARCO COURT
ORLANDO, FL 32819​

But perhaps this is a temporary situation. We shall see.

 

[rickandcindy23]

Wyndham allows real-time guest certificates. So when you have a confirmation, you just add the guest yourself, and that generates an email confirmation. So much easier and better for everyone.

 

[DavidnRobin]

Perhaps, to one end, enforcing the renting out of SOs (not allowed by CCRs).
As discussed...

 

[tschwa2]

Wyndham allows real-time guest certificates. So when you have a confirmation, you just add the guest yourself, and that generates an email confirmation. So much easier and better for everyone.

All that and only $100 per guest certificate. No thank you I would rather call (and I hate calling).