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Marriott is making errors on guest confirmations for Vistana resorts

DeniseM

DeniseM

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As you know, owner services is currently issuing 2 confirmations for each Vistana reservation. The Vistana reservations have a 6-digit Vistana number on them, and the Marriott reservations have an 8-digit Marriott number on them.

Today, I received 3 guest confirmations for Vistana resorts, issued by Marriott, in which Marriott put the wrong last name on the 8-digit confirmations. This happened even though the name is CORRECT in the Vistana reservation system. I'm not talking about a typo - these reservations have completely wrong last names! The last names were also wrong in the Marriott system.

Important: If the name is not corrected, the guest will not be able to check-in at the Vistana resort, so review your Marriott confirmations carefully or check the names on the Marriott website!

The Marriott guest confirmations are being emailed to owners a week to 10 days after the Vistana guest confirmations.
 
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It's ridiculous that there are still two reservation #'s. When are they going to fix this? It's absurd.
 
Funny you bring this up as I have two reservations for fall 2025 at WKV. Last week I got a flurry of emails - maybe 10 in total within 10 minutes. Some from Marriott. Some from Vistana, Some from Sheraton. These were cancelling and confirming the same reservations over and over. Some used the Marriott number; others the Vistana number. The dates on the reservations didn't line up one to one either.

I was super confused by the whole thing and thought it was maybe because I'm in the last stages of two deedbacks.

I had to call owner services - again- to get this all confirmed and straightened out. Honestly confirmed my decision to do these deedbacks as I'm so sick of dealing w/this nonsense.
 
DeniseM said:
Today, I received 3 guest confirmations for Vistana resorts, issued by Marriott, in which Marriott put the wrong last name on the 8-digit confirmations. This happened even though the name is CORRECT in the Vistana reservation system. I'm not talking about a typo - these reservations have completely wrong last names! The last names were also wrong in the Marriott system.
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Thanks for the heads up, Denise.

This is so ridiculous - I don't understand how an automated integration could make errors like this, but I also can't believe they could be doing this manually.
 
Someone at Marriott is entering guest names manually into the Marriott system after the name is changed in the Vistana system. I can tell because I got a few typos in the names that can only occur with manual entry.
 
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I made a change on 12/31 and received the name change on 1/2. I guess it was a slow start to the new year. Luckily the name was correct.
 
That’s not slow - that’s fast compared to most.


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DeniseM said:
That’s not slow - that’s fast compared to most.


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I meant it must have been a slow work day with not much for them to do, because they got to my request super fast.
 
Oh, OK - I get it!
 
DeniseM said:
As you know, owner services is currently issuing 2 confirmations for each Vistana reservation. The Vistana reservations have a 6-digit Vistana number on them, and the Marriott reservations have an 8-digit Marriott number on them.

Today, I received 3 guest confirmations for Vistana resorts, issued by Marriott, in which Marriott put the wrong last name on the 8-digit confirmations. This happened even though the name is CORRECT in the Vistana reservation system. I'm not talking about a typo - these reservations have completely wrong last names! The last names were also wrong in the Marriott system.

Important: If the name is not corrected, the guest will not be able to check-in at the Vistana resort, so review your Marriott confirmations carefully or check the names on the Marriott website!

The Marriott guest confirmations are being emailed to owners a week to 10 days after the Vistana guest confirmations.
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I changed the name in Vistana. Redweek sent me instructions and a link to change the name in the Marriott system. Couldn't do it, as Rick's name is hard-coded.

Do I just wait until Vistana communicates the name change to Marriott?

I tried to find an answer before asking this question.
 
Yes - in the July letter, owner services specifically said that owners should not be adding guest names on the Marriott website. But you can check there for accuracy. In theory, Marriott will email you an 8 digit confirmation after they make the change, but it may be a week to 10 days.


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DeniseM said:
Yes - in the July letter, owner services specifically said that owners should not be adding guest names on the Marriott website. But you can check there for accuracy. In theory, Marriott will email you an 8 digit confirmation after they make the change, but it may be a week to 10 days.


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Seeing this reminds me I have not gotten a monthly email from Marriott in years
 
I have a II getaway thur DVC, for Vistana. I'm hoping I won't have an issue.
 
maggiesmom said:
I have a II getaway thur DVC, for Vistana. I'm hoping I won't have an issue.
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Making a reservation through II is a completely different process compared to reserving through Vistana.
 
Vistana owners: be sure you check your reservations carefully - I'm still seeing a lot of reservations in which Marriott has not changed the name, or made an error on the name, in their system. This has to be corrected before you or your guest will be able to check in.
 
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maggiesmom said:
Thank you:hi:. It's been awhile since I've used II.
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For name changes on an II reservation, you need to purchase a guest certificate on the II website through the History tab.
 
I found my reservation on Marriott.com. Name is correct for my reservation.
 
dioxide45 said:
For name changes on an II reservation, you need to purchase a guest certificate on the II website through the History tab.
Click to expand...
I don't need to change the name on my reservation as it's for me, but thank you for the information
 
It's not just name changed reservations they are having a problem with. We arrived at WKORVN Saturday and they couldn't find our reservation for some reason. I didn't have the reservation number to hand as just giving my name has always been suffice but after 5 minutes of them searching without success I was getting worried myself and was about to get the laptop out to check on Vistana. Thankfully they found it before I needed to.

Interestingly we hadn't received the usual preamble text they send out 3-4 days in advance but did just get one yesterday for next week (as we are here for 2 weeks). Maybe that 1st reservation was really 'lost' somewhere :rolleyes:
 
Currently, you need BOTH the 8-digit/Marriott and 6-digit/Vistana confirmation numbers to check-in. As you may recall, an owner was not allowed to check in a few weeks ago, because they didn't have this info at check-in.
 
I have both 8 digit numbers and a print out from the Marriott & II that I will be taking with me. I have also verified my reservation with DVC's II department. I will call Vistana Resort the day before I leave to make sure they have the correct reservation number.
 
Hi Maggie - This issue doesn't apply to II exchanges. It's about Vistana reservations.
 
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