As an owner of Custom House I get to make short stay reservations. I made several this year and when something came up and I had to cancel a two day August stay. I called them, had the conversation, asked if I had a fee to pay, was told "No" and hung up satisfied that I had made the cancellation.
Weeks later I called to use those two days and was told that "No, you did not cancel them." After providing research including phone records of my call to their toll free number on the date I cancelled and after several discussions with lower lever staff, I finally was told by an Owner Services person the REAL REASON I lost my days.
The sixty-day cancellation rule meant I couldn't cancel within 60 days. I am very familiar with most aspects of this industry, but had lost sight of this one. What didn't happen though, was that Owner Services made no attempt to tell me that I couldn't cancel those days because of the rule. Clearly the rep didn't know the rule and no one in Owner Services did anything to alert me to the potential loss of the days. As I stated, I hung up thinking I had successfully made the cancellation.
Well, you know the result...no matter how many levels I went up the chain MVCI refused to reinstate the two days. I told them that if the agent had told me I was not able to cancel I would have rented them out (on TUG, for example) or otherwise used them. But that never happened.
As a "gesture of good will" they finally offered to put 10,000 points in our account.
I am posting this as a warning that Owner Services not only isn't fully capable, but that they have no intention of making up for their errors.
From now on I will religiously badger them for ID, citations of rules, etc. And you might consider doing the same.
Weeks later I called to use those two days and was told that "No, you did not cancel them." After providing research including phone records of my call to their toll free number on the date I cancelled and after several discussions with lower lever staff, I finally was told by an Owner Services person the REAL REASON I lost my days.
The sixty-day cancellation rule meant I couldn't cancel within 60 days. I am very familiar with most aspects of this industry, but had lost sight of this one. What didn't happen though, was that Owner Services made no attempt to tell me that I couldn't cancel those days because of the rule. Clearly the rep didn't know the rule and no one in Owner Services did anything to alert me to the potential loss of the days. As I stated, I hung up thinking I had successfully made the cancellation.
Well, you know the result...no matter how many levels I went up the chain MVCI refused to reinstate the two days. I told them that if the agent had told me I was not able to cancel I would have rented them out (on TUG, for example) or otherwise used them. But that never happened.
As a "gesture of good will" they finally offered to put 10,000 points in our account.
I am posting this as a warning that Owner Services not only isn't fully capable, but that they have no intention of making up for their errors.
From now on I will religiously badger them for ID, citations of rules, etc. And you might consider doing the same.