I am a HGVC member, and have stayed at Marbrisa (both Phases 1 and 2) in Carlsbad for about 10 times. Yesterday check-in at about 4:30 pm was the worst experience I have encountered so far within the HGVC system. It was not up to Hilton standard, reflects poor management practice, a complete lack of accountability, indifferent attitude to resolve a situation, and mostly worryingly, a total disregard of owner's right.
Here is the story: I reserved a 2 bedroom in Phase 2 at Marbrisa about 9 months ago (Room code 2BR). When my family (me, wife and 2 kids) checked in yesterday, there was no 2 bedroom in Phase 2 available. The front desk lady insisted on "upgrading" me to a penthouse in Phase 1. I declined because there were no elevator access and I specifically reserved a 2 bedroom unit in Phase 2. She said she understood and the management team was looking at the rooms and asked me to wait. After waiting for a good 20 minutes, I asked how much longer it would take, and then the lady started saying that the type of reservation I made was for non-lockoff units primarily in Phase 1, and blah blah blah... I told her that I have stayed here many times, I knew what I reserved, and the reservation I made indicated that the 2 bedroom would be exclusively in Phase 2 (or the Cove neighborhood, you can look it up.) They messed up and I don't understand why they would think insulting the intelligence of the owner is a good idea.
Of course they didn't have the 2 bedroom unit for me, and the manager sent someone (her name is Lynn) to talk to me. The next 10 minutes involved Lynn saying repeatedly "I am sorry" (but I am not really because I am not doing anything to resolve the situation). There is a problem with "inventory control" (frankly you can insert any excuse here). As an owner, I was actually interested in why such a situation would occur because I wanted HGVC to improve. I asked specifically why was there an inventory control problem, what exactly was the problem, and how they came to choose to not honor my reservation when there are many 2 bedroom units in Phase 2 and many other owners making reservations, probably at a later date than mine. She just said the same thing over and over again "I am sorry" "inventory control", etc... No honest answers from the management.
My wife and I have decided to seek legal counsel to possibly subpoena their internal records to see why they picked our reservation to give away. The conversations we had with the Marbrisa management reeked of discrimination, which is something I absolutely would not tolerate. I know it sounds serious, but that's how my wife and I feel.
Other than being extremely frustrated, I think the situation has serious implications about the rights of an owner. Let say you as an owner make a reservation for an ocean front unit at Ocean Oaks in HHI, and when you show up, your reservation is not honored. You are "upgrade" to another unit that you don't want. You should be really concerned because you make the reservation 9 months ago. I would think making a reservation as an owner is different from a hotel reservation. But the management just chooses to not honor your reservation, whatever the reason behind. What would be your recourse?
Any advice from Tuggers on how to elevate this issue? Thanks for reading.
Here is the story: I reserved a 2 bedroom in Phase 2 at Marbrisa about 9 months ago (Room code 2BR). When my family (me, wife and 2 kids) checked in yesterday, there was no 2 bedroom in Phase 2 available. The front desk lady insisted on "upgrading" me to a penthouse in Phase 1. I declined because there were no elevator access and I specifically reserved a 2 bedroom unit in Phase 2. She said she understood and the management team was looking at the rooms and asked me to wait. After waiting for a good 20 minutes, I asked how much longer it would take, and then the lady started saying that the type of reservation I made was for non-lockoff units primarily in Phase 1, and blah blah blah... I told her that I have stayed here many times, I knew what I reserved, and the reservation I made indicated that the 2 bedroom would be exclusively in Phase 2 (or the Cove neighborhood, you can look it up.) They messed up and I don't understand why they would think insulting the intelligence of the owner is a good idea.
Of course they didn't have the 2 bedroom unit for me, and the manager sent someone (her name is Lynn) to talk to me. The next 10 minutes involved Lynn saying repeatedly "I am sorry" (but I am not really because I am not doing anything to resolve the situation). There is a problem with "inventory control" (frankly you can insert any excuse here). As an owner, I was actually interested in why such a situation would occur because I wanted HGVC to improve. I asked specifically why was there an inventory control problem, what exactly was the problem, and how they came to choose to not honor my reservation when there are many 2 bedroom units in Phase 2 and many other owners making reservations, probably at a later date than mine. She just said the same thing over and over again "I am sorry" "inventory control", etc... No honest answers from the management.
My wife and I have decided to seek legal counsel to possibly subpoena their internal records to see why they picked our reservation to give away. The conversations we had with the Marbrisa management reeked of discrimination, which is something I absolutely would not tolerate. I know it sounds serious, but that's how my wife and I feel.
Other than being extremely frustrated, I think the situation has serious implications about the rights of an owner. Let say you as an owner make a reservation for an ocean front unit at Ocean Oaks in HHI, and when you show up, your reservation is not honored. You are "upgrade" to another unit that you don't want. You should be really concerned because you make the reservation 9 months ago. I would think making a reservation as an owner is different from a hotel reservation. But the management just chooses to not honor your reservation, whatever the reason behind. What would be your recourse?
Any advice from Tuggers on how to elevate this issue? Thanks for reading.