Frustrated trying to reserve my week yesterday morning

I have not owned very long, but have had no problems in the past reserving the week I wanted. Today was different.

I own at Desert Spring Villas and I have always managed to reserve the week of the tennis championship semi-finals and finals in mid-March. As in the past I got on the phone at 6:00 AM (calling from California) but I got a recording that I will need to wait about 11 minutes. (in the past a rep would answer right when I called, so already a bad start). After 3-4 minutes I got disconnected! So I called again but while on hold, (this time the message said it would be for 13 minutes), I went on line. I have never reserved my week on line before and 6:00 AM, while anxious and frustrated, was not the time to learn. So I quickly went through the site, could not see how to split my suite into a 1 BR + the lock-out, and made the reservation successfully for the week I wanted. I figured I would hold on the phone and have the rep help me split my unit. At least I had my week.

When the rep came on, she said I could have the studio side on the week I requested but not the 1 bedroom side. There were no March dates available! So I explained how I already had the week reserved for the 2 bedroom suite, all she had to do was split it for me. No, she said, the 1 BR was not available. This went back and forth for awhile, like a not so funny Abbott and Costello gag, until I gave up and took a February date for my 1 BR. I did not NEED the date I originally requested but wanted it for its higher demand in II.

Was she wrong? Did I get screwed out of what I really wanted? If I had just reserved my 2 BR week today and held it for 4 months, couldn't I split it at that time? I just don't understand why this couldn't have been done for me.

Jeff

Thanks,
Jeff

Is DSV 100% lock off units.

Since all DSV I villas are lock-offs, I would think they could split it for $80 (normal fee). This would mean both sides are reserved for the same week. Sometimes the phone reps do not see the online reservation right away. If your online booking was successful, it should have generated a confirmation number. Simply telling the phone rep the confirmation number should have cleared the confusion, or at least one would think.
If you were trying to split your unit into two different weeks, it would be more understandable that the request would be denied as those weeks are hugely popular.

Asia2000 said:

Since all DSV I villas are lock-offs, I would think they could split it for $80 (normal fee). This would mean both sides are reserved for the same week. Sometimes the phone reps do not see the online reservation right away. If your online booking was successful, it should have generated a confirmation number. Simply telling the phone rep the confirmation number should have cleared the confusion, or at least one would think.
If you were trying to split your unit into two different weeks, it would be more understandable that the request would be denied as those weeks are hugely popular.

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Another thing to note, if you are just calling in to lock off an already reserved week, you don't need to do it when inventory is released. That can be done at any time since you already have a confirmation and just need it split.

My guess is that the OP was trying to make another reservation for a different week using one of the lock off sides and didn't have the week already reserved?

In a resort that is 100% lock-offs, as posted above all you needed to do was give them the reservation number and tell them you want to lock off, and pay the fee (if it is not an enrolled DC week).

In the future, if you get a rep who clearly doesn't know what they are doing, then ask to speak to a supervisor. Once you had the reservation, time wasn't an issue.

korndoc said:

I have not owned very long, but have had no problems in the past reserving the week I wanted. Today was different.

I own at Desert Spring Villas and I have always managed to reserve the week of the tennis championship semi-finals and finals in mid-March.

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What are the dates for the 2013 tennis tournament?

We own at ShadowRidge and I'll be booking the last week in March to stay for our spring break. I believe this is probably after the tournament.

ShadowRidge is 100% lockoffs also. When I'm on the website at the page where I select the unit I want to reserve, I have the option to select: Full Villa, 1-Bedroom, or Studio. I've always selected the full villa, but if you select either the 1-Bedroom or Studio and proceed to the calendar, aren't you essentially locking off? Of course, you would have to go back and do the process all over again to book the studio. Has anyone done this instead of doing it over the phone, especially when there is a wait time on the line?

aka Julie said:

What are the dates for the 2013 tennis tournament?

We own at ShadowRidge and I'll be booking the last week in March to stay for our spring break. I believe this is probably after the tournament.

ShadowRidge is 100% lockoffs also. When I'm on the website at the page where I select the unit I want to reserve, I have the option to select: Full Villa, 1-Bedroom, or Studio. I've always selected the full villa, but if you select either the 1-Bedroom or Studio and proceed to the calendar, aren't you essentially locking off? Of course, you would have to go back and do the process all over again to book the studio. Has anyone done this instead of doing it over the phone, especially when there is a wait time on the line?

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I always book and lock off on line. My 3 bed unit at Play Andaluza is a 3 bed lock-off capable unit. Online I see the following options when wanting to reserve.

1. Full Villa. This gives me a 3 bed unit without a lock off.
2. Full Villa with Lock off. This gives a 3 bed unit that is a lock off.
3. Master Suite. This reserves a 2 bed unit that is part of a 3 bed lock off unit. This leaves the Studio unit unreserved in my account.
4. Studio. This is a studio unit part of a 3 bed lock off unit.

Normally I reserve the Master suite first and then go and reserve the studio unit for the same week.. Typically the studio unit gets deposited with II for deposit first exchanges. Normally I use a manual search to look for 2 bed Marriott units in off season with this. In the past the 2 bed master suite would be deposited with II also, but to use with an on-going search request for another Marriott Resort in prime or shoulder season. The week is a winter Silver week. In the future it will be used for request first on-going searches due to poor Marriott availability in II since the DC introduction.

I think your rep was wrong. If I'm understanding correctly, you had the week secured with a 2 bed LO and you just wanted the villa split into two parts for the exact same dates. The reps may see that a 1 bedroom and a guest room aren't available, but in the past the rep gets a supervisor for approval and pushes in through. I mean you have a 2 bedroom LO and you just want to lock it off so it can be done but it just needs a supervisor to do it. I've done it a couple times in the past. The rep should have known to see a supervisor.

If you indeed had a LO already reserved, then simply splitting it should be very straightforward. Did you give her the original reservation confirmation number? Also, it doesn't let you split it online?

A good rule of thumb when dealing with customer service is that if you believe you are dealing with an idiot, then ask to speak to a supervisor. The worst thing is having someone whom you believe is clearly devoid of brain cells successfully persuading you to do something which makes absolutely no sense. Politely but firmly keep escalating. Or just call back and see if you can get someone who either has a clue or can clearly articulate what you are missing.

dioxide45 said:

My guess is that the OP was trying to make another reservation for a different week using one of the lock off sides and didn't have the week already reserved?

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No, I made the reservation just before the rep came on the phone and just wanted to split the week I had just reserved, for the same week as the original reservation.

Beefnot said:

If you indeed had a LO already reserved, then simply splitting it should be very straightforward. Did you give her the original reservation confirmation number? Also, it doesn't let you split it online?

A good rule of thumb when dealing with customer service is that if you believe you are dealing with an idiot, then ask to speak to a supervisor. The worst thing is having someone whom you believe is clearly devoid of brain cells successfully persuading you to do something which makes absolutely no sense. Politely but firmly keep escalating. Or just call back and see if you can get someone who either has a clue or can clearly articulate what you are missing.

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This is the bottom line. I was dealing with an idiot who convinced me I was wrong, so I accepted her advice. I guess the problem was I DID NOT give her my confirmation #. I told her I had the week reserved...over and over. Like talking to a wall. Although I did not give her the confirmation #, she obviously found it, as she cancelled it to create the new reservation she gave me: studio for the week I wanted and the 1 BR suite for a late week in February (week #8).

Thanks for the advice. At least I learned without being hurt. Fortunately I did not need that specific week as I will be using it for trading - so as long as the trading power is the same, I am OK. The Demand list in the II book shows both weeks to have the same highest demand. Whew!

Also, it seems that it is better to make the reservation on line, rather than wait 11 minutes to reach a rep. Time is of the essence when trying to get the week you want reserved.

Thanks everyone,
Jeff

I have found the internet to be much faster when trying to book a prime week than calling in. We have the same problem with Canyon Villas - we have to be on the phone for 9AM Eastern, or we will not get our week - same with Thanksgiving week at Crystal Shores. The problem is there are some things that can not be done online. If you already reserved a week and want to change to the new date, you have to hold for a phone rep. Or, if you want to do a split week reservation - again, a phone rep. I don't understand why Marriott can't get these funtions online - I have asked about it several times. In fact, once you book your week - you can no longer see the availability calendar in case you do want to change - which seems crazy.

The time we did call in from Arizona at 6 AM to get our spring week, we were told at 9:02 (Eastern) that everything was already booked - even though we were on right at 9 AM. I did complain to Marriott and they managed to "find something", but I probably got lucky. For the poster that had March booked and wanted to just lock it off - I would suggest giving the Vacation Club a call - maybe they can help you out, especially if they can see you had a reservation that was cancelled. Then again, don't hold your breath - it can be touch and go depending on whom you get.

hcarman said:

For the poster that had March booked and wanted to just lock it off - I would suggest giving the Vacation Club a call - maybe they can help you out, especially if they can see you had a reservation that was cancelled. Then again, don't hold your breath - it can be touch and go depending on whom you get.

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Good idea. I will try that and let you know how it went. If nothing else it will give me someone to vent to :deadhorse:
Jeff