Revolution System for NEW Reservations

linsj · Apr 14, 2012

Blues said:
Dear Mr. xxxx,

Thank you for taking the time to express your frustration with the
online Club Member reservation system. Our technical team is currently
upgrading the performance of the Revolution booking engine - and we are
launching a much faster reservation experience next week.

It is never our intention to frustrate our Club Members. In fact, it
was our pursuit of showing all available units at all Club properties
that inadvertently created the slow-down of our system's performance.
We are recalibrating our data format now to greatly reduce the waiting
time for available accommodations to be displayed.

On March 15, 2012 federally mandated ADA requirements took effect,
necessitating our compliance with enhanced disclosure and communication
policies. Unfortunately, our Classic reservation system did not support
the required disclosures, nor did it allow reservations to be
"changeable". Both of these factors prompted us to phase out the
Classic reservation system.

We are actively improving our technology resources to better support the
needs of Club Members like you. We agree with your observation that we
can improve our online experience and we are committed to doing so as
quickly and efficiently as possible. In the meantime, if our service
team may be of assistance, please don't hesitate to be in touch.

Thank you,

Rafael Faria
Supervisor, Owner and Call Center Services
Hilton Grand Vacations Club
6355 MetroWest Blvd. STE 180
Orlando, FL 32835

I got the same reply, but I can't figure out how I made all those changes to my reservations under the Classic system when it didn't allow them to be changeable.

Blues · Apr 14, 2012

linsj said:
I got the same reply, but I can't figure out how I made all those changes to my reservations under the Classic system when it didn't allow them to be changeable.

I purposely didn't comment on the content, to give other TUGgers a chance to respond. But yeah, the changeable thing was clearly untrue. I'm pretty skeptical of the ADA claim, too. I mean, just having Classic available as an option doesn't prevent someone with needs from using Revolution, or calling in a reservation. I'm pretty sure those options would pass ADA muster.

It seems like a bunch of excuses for justifying a decision that was already made by management. To me, at least. But I haven't responded to Mr. Faria's email.

-Bob

JackieC2 · Apr 14, 2012

I no longer can see my points or make a reservation at NY Hilton Club. I log into the Hilton Club site and all I see are my points for HGVC. I called today and the agent could not help me. I asked her to report it to the IT department. She said it was already reported.

I told her of my frustration with the Revolution system and she was down right rude.

dvc_john · Apr 14, 2012

deleted...

Talent312 · Apr 14, 2012

JackieC2 said:
I told her of my frustration with the Revolution system and she was down right rude.

... at which point I would have asked to speak to a supervisor.
... not that I like to be difficult, myself, but one must call BS for what it is.

Blues · Apr 14, 2012

Talent312 said:
... at which point I would have asked to speak to a supervisor.
... not that I like to be difficult, myself, but one must call BS for what it is.

I would have done the same, but remained very polite.

My guess is that the CSA's are getting a lot of flak for Revolution, and are tired of hearing about it. The more we can escalate that displeasure up the food chain, the more likely we are to have them do something about it (chances going from none to slim).

JackieC2 · Apr 14, 2012

Agree. I sent an email to Mr. Wang. I did not mention the rude agent. I had to call back and make a reservation and of course, got her again. This time she was very nice. Maybe realized she has a little rude the last time.

alwysonvac · Apr 16, 2012

Latest response

I sent the following email to input@hgvc.com Friday morning.

Dear Member Services,
Please forward this email to the appropriate Department.
I’m writing to alert you that the link to the Classic Reservation System is missing on the home page. I haven’t seen anything in writing that this was going away. Has the Classic Reservation System been officially removed? If not, then when will it return?
Thank You,

Here's the response I just received today....

"Thank you for contacting us. The following is a letter from our VP addressing the reservation engines. Thank you.

Dear Club Members,

In today’s technology-driven world, there are more ways than ever to stay connected to the people and products of our preference. On behalf of Hilton Grand Vacations, I want to acknowledge that our Club Member website is not currently delivering the efficiency or effectiveness we had envisioned. I apologize for the frustration expressed by many Club Members, and I want to share some relevant information about the online experience:

· For several years, we offered two online reservation systems, Classic and Revolution. Club Member usage was divided very equally between the two booking engines. Both systems were developed internally at no external cost to the company or Club Members.

· This year, a new federal mandate required us to enable Members to book ADA rooms online by April 1, 2012. This complex process required us to focus on enhancing a single reservations system, and the revision of Revolution offered the best functionality. Accordingly, the Classic reservation has been phased out.

· The launch of the system revealed a shortcoming in data capacity – which we have addressed by recalibrating our data format to greatly reduce processing time. This is an interim step as we build a redesigned reservation system.

· We’re taking a more traditional approach, and will keep you posted on our progress to launch a reservations engine that is more intuitive and comparable to leading travel websites.

I want to assure you that I hear and appreciate the feedback from our Club membership. This is a vital priority and I am committed to developing more efficient, effective online resources. Thank you for your patience as we evolve our technology and please be in touch if we may offer assistance with reservations or other Club services.

Sincerely,

Kim Kreiger
Sr. Vice President, Club and Resorts

Remy · Apr 16, 2012

That makes more sense. Upgrading two programs to differentiate between regular and ADA rooms is an added expense. It doesn't really excuse the fact that the reservation change portion of Revolution doesn't work. At all. Ever.

alwysonvac · Apr 16, 2012

All I want from Revolution is:
(1) better response time. I shouldn't have to wait forever for the system or page to load.
(2) a changeable reservation option that works without losing your existing reservation
(3) a single page summary of the unit sizes & dates available for each resort during Open Season (similar to the Classic system). I sent an email in 2009 asking for this feature in Revolution. I'm not asking to book from the summary page. I just want to quickly glance at all of my last minute getaway options on a single page.

Talent312 · Apr 16, 2012

At least we have Kim Kreiger's attention
... and a tacit acknowledgement of shortcomings by their IT geeks.

Perhaps they'll come up with something like RCI's search engine.

amtuguser · Apr 17, 2012

Mr Kreiger wrote "This year, a new federal mandate required us to enable Members to book ADA rooms online by April 1, 2012. This complex process required us to focus on enhancing a single reservations system, and the revision of Revolution offered the best functionality. Accordingly, the Classic reservation has been phased out."

I do not see any mandate that says you may not have more than one reservation system or that every reservation system must include the ability to book ADA rooms

It appears as long as members are enabled to book ADA rooms online by April 1, 2012 it would satisfy the federal mandate. Revolution would satisfy that mandate.

Classic could still be available if HGVC wanted it to be.

And since Kreiger admits the system is "not currently delivering the efficiency or effectiveness we had envisioned." HGVC should put Classic back until Revolution works efficiently and effectively.

alwysonvac · Apr 17, 2012

amtuguser said:
I do not see any mandate that says you may not have more than one reservation system or that every reservation system must include the ability to book ADA rooms.

It won't be equal/fair if the Classic Reservation system existed.

The Americans with Disabilities Act gives civil rights protections to individuals with disabilities similar to those provided to individuals on the basis of race, color, sex, national origin, age, and religion. It guarantees equal opportunity for individuals with disabilities in public accommodations, employment, transportation, State and local government services, and telecommunications.

From Americans with Disabilities Act Title III Regulations - http://www.ada.gov/regs2010/titleIII_2010/titleIII_2010_regulations.htm
Subpart B – General Requirements
36.202 Activities.

(a) Denial of participation. A public accommodation shall not subject an individual or class of individuals on the basis of a disability or disabilities of such individual or class, directly, or through contractual, licensing, or other arrangements, to a denial of the opportunity of the individual or class to participate in or benefit from the goods, services, facilities, privileges, advantages, or accommodations of a place of public accommodation.

(b) Participation in unequal benefit. A public accommodation shall not afford an individual or class of individuals, on the basis of a disability or disabilities of such individual or class, directly, or through contractual, licensing, or other arrangements, with the opportunity to participate in or benefit from a good, service, facility, privilege, advantage, or accommodation that is not equal to that afforded to other individuals.

(c) Separate benefit. A public accommodation shall not provide an individual or class of individuals, on the basis of a disability or disabilities of such individual or class, directly, or through contractual, licensing, or other arrangements with a good, service, facility, privilege, advantage, or accommodation that is different or separate from that provided to other individuals, unless such action is necessary to provide the individual or class of individuals with a good, service, facility, privilege, advantage, or accommodation, or other opportunity that is as effective as that provided to others.

amtuguser · Apr 17, 2012

alwysonvac said:
It won't be equal/fair if the Classic Reservation system existed.

Then how does HGVC have two phone reservation systems? Elite members have a different phone number with shorter wait times for Club Counselors.

Under your explanation that is not fair and equal.

MAKE HGVC GIVE ELITE STATUS TO EVERYONE! Oorah!

Blues · Apr 17, 2012

alwysonvac said:
It won't be equal/fair if the Classic Reservation system existed.

I wonder if that's true. It seems to me that, as long as both systems operate on identical inventory, it would be both equal and fair. But neither you nor I are lawyers (I assume), so it's speculation. Perhaps Hilton doesn't want to be a test case.

-Bob

amtuguser · Apr 17, 2012

Where does the line blur?

Public accomodation vs usage of our ownership rights.

If you were making a reservation for your home week, at your home resort for the week listed on the deed, wouldn't that reservation be an exception to Public accomodation?

IMHO, there may be a difference between a hotel reservation and a reservation for use of your own ownership.

Matman · Apr 17, 2012

I just went on the Revolution site and it appears that they DID make some modifications to the speed of the systems. It only took 10 seconds from the time that I clicked on "Book Now" to when the chart popped up.

Much improvement over the way that it used to work.

Lets hope that they continue to make improvements to the speed of the system.

jlee2070 · Apr 17, 2012

Humm, they removed the ability to see all of the resorts in a Region (such as the 3 in HHV - Lagoon, Kalia, and Waikikian). Can only view one but not all three at once (which was possible before)...

:annoyed:

amtuguser · Apr 17, 2012

jlee2070 said:
Humm, they removed the ability to see all of the resorts in a Region (such as the 3 in HHV - Lagoon, Kalia, and Waikikian). Can only view one but not all three at once (which was possible before)...

:annoyed:

Actually you can look at all three buildings in Oahu, Lagoon Kalia and Grand Waikikian by clicking View All Resorts in Region.

jlee2070 · Apr 17, 2012

amtuguser said:
Actually you can look at all three buildings in Oahu, Lagoon Kalia and Grand Waikikian by clicking All Rrsorts in Region.

Nope, not there anymore...

amtuguser · Apr 17, 2012

I just looked you can look at all three Oahu buildings at one time.

In the Select Destination Click, Click here to select the destination region, then another screen comes up, scroll down to Hawaii Oahu and it will list 3 buildings.

Below in the same box you can click View all Resorts in Region.

For each destination the bottom selection is VIEW ALL RESORTS IN REGION.

poorguy · Apr 17, 2012

I am not getting an option to select all resorts in region like I used to.

Actually, when it shows the graphic on availability it looks like the "classic" system used to look. You can now scroll through and view individual availability by day, instead of the blocks of time you needed to do with "revolution"

Loads much faster now.

Remy · Apr 17, 2012

Have you noticed they renamed some of the resorts in the drop-down menu? Now the Kalia Tower and Lagoon Tower are preceded by a lengthy "Hilton Grand Vacations Club at Hilton Hawaiian Village". Oddly, HGVC Marbrisa is labeled "Grand Pacific Marbrisa". Guess it wasn't worthy of an edit.

alwysonvac · Apr 17, 2012

Blues said:
I wonder if that's true. It seems to me that, as long as both systems operate on identical inventory, it would be both equal and fair. But neither you nor I are lawyers (I assume), so it's speculation. Perhaps Hilton doesn't want to be a test case.

-Bob

JMHO....Yes, they operate on identical inventory but Classic is faster, Classic has a one page summary page for open season, and it sounds like (I haven't tried it for myself) the Classic changeable reservation may be better than Revolution. So we would have SEPARATE BUT NOT EQUAL systems which I believe would be an ADA violation.

Again just my opinion. :shrug:

alwysonvac · Apr 17, 2012

amtuguser said:
Then how does HGVC have two phone reservation systems? Elite members have a different phone number with shorter wait times for Club Counselors.

Under your explanation that is not fair and equal.

I don't understand how you came to that conclusion.

HGVC members with disabilities are not treated differently than HGVC members w/o disabilities via the phone reservation system. Everyone has equal access to the phone reservation system based on their ownership type.

HGVC hasn't created a separate phone reservation system that doesn't accomodate persons with disabilities.

Revolution System for NEW Reservations

linsj

TUG Review Crew: Veteran

Blues

TUG Review Crew

JackieC2

dvc_john

Talent312

TUG Review Crew: Veteran

Blues

TUG Review Crew

JackieC2

alwysonvac

Remy

alwysonvac

Talent312

TUG Review Crew: Veteran

amtuguser

alwysonvac

amtuguser

Blues

TUG Review Crew

amtuguser

Matman

jlee2070

amtuguser

jlee2070

amtuguser

poorguy

TUG Review Crew: Veteran

Remy

alwysonvac

alwysonvac