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II Getaway Issues - Check in Today (Urgent)

travelhacker

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I booked a week for my brother at Sheraton Vistana Resort for him and his family for September 29th to October 6th.

He won't actually arrive until the morning of October 4th, but I can't see them fixing this past the check in date. He is going on a cruise, and with the hurricane activity he wanted both a back-up plan and a place to stay for his last couple of nights in Florida...this fit the fill perfectly.

Last night, I called the resort to let them know that he will be late for check-in, but they have no record of his reservation. I gave them the reservation number and they have all of his info (address, etc), except for the guest name is incorrect (I have no idea who the name is on the reservation -- the sheraton agent said it was likely the original owner).

Interval is closed. Sheraton says they can't fix without II. What do I do?
 

1st Class

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Reach out to Mark Delcampo at tugmembers@intervalintl.com. Mark is a II rep who monitors the emails from tug members and can help you. I'm not sure if he monitors on weekends, but I would ask the Vistana rep to put a note on the reservation per your situation and let Mark handle it tomorrow. Include your phone # as Mark may call you to resolve this. He has called me when I had a complicated issue. Good luck!
 

dioxide45

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Sheraton Vistana Villages
Club Wyndham CWA
How long ago did you book this? Did you purchase a guest certificate?
 

travelhacker

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How long ago did you book this?

I booked it probably 10 days ago. In retrospect, I should have called earlier, but I didn’t really have a reason to do so until we knew for certain he wasn’t going to use the whole week.
 

HudsHut

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Go to the bottom right of any II page. Click Customer Support and E-mail us.
Enter the Exchange number, and Describe the issue there.
Also write Mark or call him first thing tomorrow.
 

SmithOp

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I had the same issue with a last minute II reservation last year in hurricane season, apparently II faxes the reservations to the resort. Of course during hurricanes there is all kinds of chaos and the faxes dont get sent.

My guest showed up and was turned away, she went back home. The resort called me the next day and asked if we were going to check in, I told them what happened but it was too late. II eventually refunded the exchange fee.


Sent from my iPad using Tapatalk Pro
 

travelhacker

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Quick Update:

This is a bit of an odd situation, but I do think it will work out, with just a little bit of trouble on my brother's end. I got an e-mail from Interval customer support about 4 hours ago that they faxed the correction to Vistana. I called Vistana about 3 hours after receiving that e-mail and spoke with someone who was very helpful, but ultimately it doesn't feel like it will get resolved until my brother checks in.

Here's the gist of it:

1) Sheraton says they didn't receive the fax from Interval.
2) They see the reservation in question, but it is definitely in someone else's name (my brother's address is in place though, so I can't imagine a scenario in which someone else checks in...this has human error written all over it).
3) They aren't able to change the reservation unless they hear from interval.
4) They said that as long as my brother brings in the guest certificate, he should be good to go. They also assured me that they made a note on the reservation and gave me the reservation number on their end to help my brother when he checks in. It should not be a problem for him to check in on the 4th.

A couple of thoughts that may help others avoid trouble moving forward.
1) I think I will make a habit of verifying ALL of my timeshare reservations at least 1 week in advance.
2) I will also make sure that any future guests (myself included!) are advised to take their guest certificate with them at check in.

I can't believe that a network as big as Vistana is reliant on faxes from interval. I can understand how that would be the case for smaller resorts, but ILG has owned Vistana for at least a couple of years now. As a computer programmer, I've gotta think the labor savings from having people manually enter in reservation data from faxes would have been recouped had they built an automated job to take care of this.
 

alwysonvac

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SOLD (DVC, FSRC)
Thanks for sharing. I’m glad it worked out.
Learn something new every day :cool:.
 
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