[Problems making VISTANA reservations - official thread]

[DeniseM]

I called to register a complaint Saturday morning. They blew it off with a standard email sorry you didn't get your regretted week - please keep trying. I have followed up and continue to pursue.


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Don't call - send a message


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[blondietink]

So, this thread is confusing right now. Originally was about availability at Lagunamar which seems to have been resolved, but now has changed to issues at Harborside?

 

[pacman777]

So, this thread is confusing right now. Originally was about availability at Lagunamar which seems to have been resolved, but now has changed to issues at Harborside?

Lagunamar booking issue still hasn't been resolved for me. Tried calling and sent them an online message about issue and both responses were standard BS.



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[drpayne]

Don't call - send a message


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I emailed my reply to resolution team. Is there another email I should use.


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[Helios]

So, this thread is confusing right now. Originally was about availability at Lagunamar which seems to have been resolved, but now has changed to issues at Harborside?

Sorry for hijacking the thread. I did not want to start another thread if the issue was common.

 

[DavidnRobin]

Perhaps creating a main thread about VSE/VSN reservations issues, etc? We had one for WKORV also - combine these both into a main booking thread.
Happy New Year!

 

[DeniseM]

Perhaps creating a main thread about VSE/VSN reservations issues, etc? We had one for WKORV also - combine these both into a main booking thread.
Happy New Year!

Great idea - will work on it when I get back to computer


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[Helios]

While I did not get the exact week I wanted, I was able to get a small 1 BR at Harborside last night. Both 1 BR units were available last night. 2 and 3 BR were not. In fact, the large 1 BR is still available now if you want to welcome the New Year at Atlantis.

 

[pacman777]

Tried booking week 52 in 2017 for Lagunamar right at midnight (EST) and no availability what so ever. Same issues as trying to book prior week. Something is definitely not right and fishy.

 

[Denise L]

This whole thread is making me sad . I don't want a repeat of my horrific February Presidents' Week booking experience from last year (coming up next month), but it sounds like it will be exactly the same! Ugh . Sound like folks are getting online at midnight EST with no luck.

 

[DavidnRobin]

Reservation Issue Threads from Feb 2016:
http://tugbbs.com/forums/index.php?threads/wkorvn-unable-to-book-iv-for-jan-at-1yr.237765/

http://tugbbs.com/forums/index.php?threads/ongoing-problems-with-starwood-villa-finder.238122/

 

[DavidnRobin]

So... based on WKORV reservation experience last Jan to Feb (as linked above) , I was concerned with reservation issues next winter season, but turns out that the sky may not be falling after all.

I had reservation confirmed in <30 seconds after 9pm for Jan.6 2018 (OFD studio) - that was quick!

 

[Mauiwmn]

Very good news that the OFD are showing available! There is an issue with OFC, none being populated at all. Was an issue end of last summer as well. I sent an email alerting VSE that this is a continuing issue for certain view categories, not populating at the year mark. Must be a glitch in the system which I hope they can correct timely. Won't hold my breath!

 

[mauitraveler]

Very good news that the OFD are showing available! There is an issue with OFC, none being populated at all. Was an issue end of last summer as well. I sent an email alerting VSE that this is a continuing issue for certain view categories, not populating at the year mark. Must be a glitch in the system which I hope they can correct timely. Won't hold my breath!

You must have gotten their attention, because now the OFC are populating for 1/6/18. Thanks, Mauiwmn!

 

[DavidnRobin]

You must have gotten their attention, because now the OFC are populating for 1/6/18. Thanks, Mauiwmn!

That sucks - glad it worked out eventually, but not timely...
Of course, probably OFD will now be a problem.

 

[Mauiwmn]

You must have gotten their attention, because now the OFC are populating for 1/6/18. Thanks, Mauiwmn!

Excellent! I checked and every size and multiple units for OFC are now available for 1/6/18. I had checked throughout the day after trying last night and nothing popped up until this evening. Hopefully, they are back in the system for every week in 2018. We shall see. I was testing it out after last year's issues.

 

[DeniseM]

Has anyone received a confirmation from Vistana today or yesterday? They don't seem to be able to email confirmations right now - maybe the confirmation machine is broken.

 

[mauitraveler]

Has anyone received a confirmation from Vistana today or yesterday? They don't seem to be able to email confirmations right now - maybe the confirmation machine is broken.

Hi Denise,
They must have fixed the problem. I tested it and requested a confirmation, which I then received immediately. Hope you received the one that you requested by now.

 

[Denise P]

I was unable to book home resort reservation online on Friday. It took half an hour on the phone to resolve. They said it was because something had gone wrong with an online cancellation. Still can't book anything at all with the remaining to parts of my 3 bedroom lockoff. I've complained online and I'm waiting for a response.

 

[drpayne]

Update on Harborside - a bunch on inventory just opened including Christmas and New Years weeks that was not available at midnight when the 12 month window opened.

 

[alwysonvac]

Info is posted on the Sightings Forum - http://tugbbs.com/forums/index.php?...ristmas-and-ny-2017-inventory-release.250070/

 

[DeniseM]

Reservations is so screwed up: Some phone Reps. are insisting that they CANNOT take a guest's contact info for the reservation, and some are insisting that they MUST have the guest's contact info., and still no announcement from Vistana about what in the heck they are doing. REALLY disorganized.

*The same Rep. also recommended requesting the Guest Confirmation online - something that you haven't been able to do for 6 weeks!

 

[maph]

I called Owner Services last week to place a request to link reservations for two consecutive weeks so that I wouldn't have to move units. After waiting on hold for about 15 minutes (from Hawaii), the person I got told me that she couldn't help me with the request because she hadn't been trained to deal with Elite Owners! She transferred me to the Elite Owner Services line, where I ended up waiting another 15 minutes. Strange days indeed.

 

[DeniseM]

Update on calling Vistana Owner services:

•Long hold times on the phone lines continue - as much as an hour, and not just during peak times.

•For some reason, Owner Services is having trouble emailing confirmations out - often takes a 2nd phone call.

•I'm also getting reports of lots of sloppy errors - like typos on confirmations.

I'm wondering if they are replacing experienced Starwood Staff with new people, and/or reducing staff.

I'm not just whining - I'm posting this here because I know management reads this forum.

 

[dioxide45]

I'm wondering if they are replacing experienced Starwood Staff with new people, and/or reducing staff.

Perhaps they are merging call centers or cross training between them now that they are all part of ILG?