Question about Marriott/Interval Codes

We have an upcoming exchange (Marriott to Marriott) into the Kauai Lagoons resort in a 3-bedroom villa. The unit code assigned to our confirmed exchange is DTBBV, which according to the TUG data base designates the villa as 3-bedroom, Ocean Front view. I called the resort a couple of months ago to put in a villa location request. The woman with whom I spoke confirmed that my code was indeed an ocean front unit and that there are only 2 of those 3-bedroom ocean front units on property--both in building A--on the 1st and 4th floors. I told her that I didn't really care which of those two units we received.

Fast forward to today, when I received a phone call from the same woman under the guise of confirming our check-in day, etc. Then she got to the REAL point of her call, which was to tell me that although we would be guaranteed to occupy a 3-bedroom unit, we would not know the location of our unit until we arrived. I brought up the subject of the assigned unit code designating our villa as having an ocean front view. She told me that an ocean front location would most likely be "off the table," as a deeded owner at the resort "might want" the ocean front location, and an owner's request would trump my exchange.

When I initially called the resort a couple of months ago, there was no question about where our villa would be, based on the code assigned to it. My question is this--can a resort just ignore the code designation on my exchange reservation and downgrade the unit to a lesser view location? Having had both Garden and Mountain views at other Marriott Hawaii resorts, I know from experience that those locations are poured in concrete and there are no UPGRADES to a better view.

I would like to gather some information before our visit, so that we do not have to have this discussion upon arrival. All I know is that this feels like a bait and switch to me. I plan to call II, but maybe this is a question that I should direct to Marriott? Thanks, in advance, for any information/suggestions that you can give me!

If you look at your exchange confirmation there is a line saying exchanges are not guaranteed views. Says that II exchanges can be any room view. Last year the II confirmation emails did not say this. It was added some time this year.

If in fact your Interval International certificate says that you will be getting a three bedroom Villa into the Lagoons, then that's what you will get. If you are an exchanger then the view IS NOT guaranteed.




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lablover said:

I would like to gather some information before our visit, so that we do not have to have this discussion upon arrival. All I know is that this feels like a bait and switch to me. I plan to call II, but maybe this is a question that I should direct to Marriott? Thanks, in advance, for any information/suggestions that you can give me!

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A few years ago, we exchanged to, and received a Kauai Lagoons two bedroom ocean front next to the ground floor 3 bedroom in building A. The view is fabulous, but there really is no guarantee from II that the view code stated is the one you will receive. However, we have always had the impression that the Marriott staff will make every effort to get the best view, even the II code view for you, and within their resort view hierarchy, we have been very lucky. My best advice to you would be to bring the spirit of Aloha to every conversation you have with the staff, and if you have a particular reason for really, really having your heart set on that ocean front, let them know what that reason is.

However, now that Buildings B and C are open, the word is that almost all the views are really great, just a bit more ocean from Building A. If they cannot give you the Ocean Front, (and owners really do have priority) I would guess that you would get the best of all the other views available.

Good luck, but don't let missing out on the ocean front (if you do) affect your enjoyment. It is a beautiful resort. We'll be there again next September, and we will not have OF this time. But I am not (well, maybe just a tiny bit) worried about the view!

Views on an II exchange have never been guaranteed. Some Marriotts have been pretty good about honoring the room code you have exchanged into, but others don't. As pointed out by others, the confirmation will have language that your view is not guaranteed.

Yes, specifically on all the Interval exchange certificates we have ever received it states
"PLEASE NOTE: YOUR UNIT MAY VARY FROM THE ONE INDICATED. The Certificate does not guarantee a view or location."
However, as also stated, from our experience most resorts seem to do their best to honour views.
We typically combine home weeks with exchanges so those probably helps too.

Exchangers are basically last on the order of unit requests. It doesnt mean you wont get a good view but owners come first. As others have said, the resort can give you any unit the same size, regardless of view. In my 20 plus years with II they have never guaranteed the exact unit or view and thats listed on your confirmation. Its always been up to the resort to assign the unit.

Thanks, everyone, for the feedback. I just wish that the pre-arrival person hadn't made the ocean front view sound like such a fait accompli when I initially spoke with her. Makes for some disappointment here.

lablover said:

Thanks, everyone, for the feedback. I just wish that the pre-arrival person hadn't made the ocean front view sound like such a fait accompli when I initially spoke with her. Makes for some disappointment here.

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She might have not realized your reservation was an II exchange, or not known that II exchanges don't guarantee view category. Once she saw the ocean front on your reservation, she assumed it would be honored.

I haven't stayed at Kauai Lagoons, but I don't think you'll be disappointed with your view. It sounds like an amazing resort with beautiful grounds.

Kauai Lagoons is one of the very few resorts where even almost all the island View units have very good ocean views. We have stayed there twice in Ocean View and once in Island View. We thought the Island View unit we had was even a better view than one of our two Ocean Views. After those experiences, I will always book Island View at Kauai Lagoons if I stay on DC points or cash because the view is so good. And good views of the ocean are important to us.