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Reservation failing to upgrade

R

regatta333

TUG Review Crew: Expert
TUG Member
Joined
Oct 27, 2005
Messages
932
Reaction score
123
Location
Maryland
Resorts Owned
Wyndham Long Wharf, Wyndham points, Vistana Westin Kierland
This is not the first time that this has happened. I have a studio booked for a 4-night reservation. I requested an upgrade to a larger unit. We are now within the 45-day window for VIP gold upgrades. A 1BD unit has been available for several days now, but my reservation has not upgraded. When I called Wyndham they are giving me excuses as to how the upgrades work, that units are held back for "resale" (whatever that means) and that there is a priority queue for upgrades. I said that in that case, the unit should have already been assigned. She said I needed to check the owner's guide for the rules on upgrades. I asked her to point me to where in the directory I could find that and while I was checking it, she hung up on me.

Has anyone else had a similar experience?
 
I dunno, maybe try re-booking it. I have seen instant upgrades work more reliably than auto upgrades at the upgrade window.

Cancel and re-book if you have the ability.

But for whatever it is worth, I booked two suites in October in Williamsburg, one at Patriots Place and one at Kingsgate, and both hit the upgrade window today, and both auto upgraded. I booked both during the 50% off sale a few weeks back, and was going to keep whichever one upgraded. And they both upgraded...

So I guess my choice is stay at Kingsgate and pay the resort fee, or stay at Patriots Place one last time before it closes... Difference in points is minimal.
 
I had a HUGE go round with them today, starting at 8am.

I am in my 14 day window. I requested a PR unit at a PR resort. One popped up in availabilty. Maybe I'll get it. Nope!

So last night I see another unit. I grabbed it and called in. Nope!

So the excuses that I heard:

*Upgrades are NOT guaranteed.

*It will not upgrade if there is only one unit available during the period. (Wrong! I second one popped up so I picked them both up and dropped them. Still no upgrade.)

My personal favorite though:

You don't get upgraded until you check in at the resort. So units go into inventory so that others may book them, hence taking away your upgrade at check-in.

"I'm sorry. Excuse me??"

I was disconnected well over a half dozen times. The PR line could not transfer me over to owner resolution without disconnecting. So I called on the non-PR line. They answered and told me that they could not see my account as I had to use the PR line.

One time they sent me to the Spanish line.

Is it too much to ask that the customer service line doesn't treat the customer like they are stupid (and wrong!)
 
How awful, really... I haven't tried to fight this battle for a long time. But yes, I have heard all of those excuses and a few more. My favorite might be that someone else is ahead of me and so I didn't get it. Meanwhile, anyone can book the unit. They REALLY need to bring back the functionality we had pre-voyager where we (or a VC) could upgrade a unit if an upgrade is available. It is a lost VIP benefit and I just don't how we get Wyndham's attention on this. Besides the incredibly horrible customer service and insane things they make up and thing we'll believe.

@HitchHiker71 is this something you can take to Wyndham? Auto upgrades do not work as they should. Why can't the old functionality of us selecting and upgrade, if it's available. We've also lost the ability to upgrade from a deluxe to a presidential unit of the same unit size. But surely they could bring back the ability to upgrade to an eligible room if it becomes available after our initial booking?
 
Sandi Bo said:
How awful, really... I haven't tried to fight this battle for a long time. But yes, I have heard all of those excuses and a few more. My favorite might be that someone else is ahead of me and so I didn't get it. Meanwhile, anyone can book the unit. They REALLY need to bring back the functionality we had pre-voyager where we (or a VC) could upgrade a unit if an upgrade is available. It is a lost VIP benefit and I just don't how we get Wyndham's attention on this. Besides the incredibly horrible customer service and insane things they make up and think we'll believe.

@HitchHiker71 is this something you can take to Wyndham? Auto upgrades do not work as they should. Why can't the old functionality of us selecting and upgrade, if it's available. We've also lost the ability to upgrade from a deluxe to a presidential unit of the same unit size. But surely they could bring back the ability to upgrade to an eligible room if it becomes available after our initial booking?
Click to expand...

They're in training for positions in Sales.
 
Pink_Warrior said:
I had a HUGE go round with them today, starting at 8am.

I am in my 14 day window. I requested a PR unit at a PR resort. One popped up in availabilty. Maybe I'll get it. Nope!

So last night I see another unit. I grabbed it and called in. Nope!

So the excuses that I heard:

*Upgrades are NOT guaranteed.

*It will not upgrade if there is only one unit available during the period. (Wrong! I second one popped up so I picked them both up and dropped them. Still no upgrade.)

My personal favorite though:

You don't get upgraded until you check in at the resort. So units go into inventory so that others may book them, hence taking away your upgrade at check-in.

"I'm sorry. Excuse me??"

I was disconnected well over a half dozen times. The PR line could not transfer me over to owner resolution without disconnecting. So I called on the non-PR line. They answered and told me that they could not see my account as I had to use the PR line.

One time they sent me to the Spanish line.

Is it too much to ask that the customer service line doesn't treat the customer like they are stupid (and wrong!)
Click to expand...
That's really terrible.

I had a tiny 1 bed suite at Branson Meadows and was never upgraded. I was hoping for an upgrade and saw larger units. I called one day, when I saw a one bedroom deluxe and was told that upgrades happen at check-in, no longer ahead of time. We were only there for 3 days, and it was okay. For a unit so small, it was arranged well. We realized the first morning that opening the curtains/ blinds in the bedroom was not a great thing to do, as the bedroom was a view of the walkway to the stairs and to the elevator. And we woke to a leaf blower right outside our window that first day.

The place didn't look that busy. We never had issues parking our car. Busy times, it's tougher to find a parking place.
 
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