(9/6 - Still can't send a confirmation) The Vistana/Marriott Reservation System is a disaster.

[DeniseM]

Hello, management, are you listening?
Your reservation system times-out almost every single time. It is a disaster - YOU are a disaster. Show us that you care about something besides sales, and fix this mess!

 

[CalGalTraveler]

@Denise. Do we know the executive in charge of Vistana customer service? We need to contact this person.

Dear Vistana/MVC,

Do not EVEN think of approaching owners for more money until you fix your issues with Vistana owner reservations. In the meantime, we are listening to HGV Max offers because they don't have such issues and have a responsive VP of Customer Service who takes owner calls and will personally resolve issues.

Where's your VP in charge? Who is responsible for this mess?

Customer service matters! We have money to spend on upgrades, but we also have choices in the market.

 

[DeniseM]

I don't have it handy, but it was posted in an earlier thread.

 

[geist1223]

They must have taken Classes from Wyndham.

 

[CPNY]

Since the takeover by Marriott things have gone to hell in a hand basket. We are constantly reminded that it was a take over and not a merger. Therefore us “vistana people” get to be extremely critical of the nightmare company that threw their big bucks around and bought more owners to rip off.

 

[rickandcindy23]

They must have taken Classes from Wyndham.

That is what I have been thinking all along!

 

[DavidnRobin]

100% agree with @DeniseM

It is time for us Owners to kick this up a notch. Shout it from the rooftops on every venue possible - tell everyone you meet at the resort. Contact everyone responsible at MVC and VSE. This BS must stop.

To those that think that they are too big to get change - remember the first Westin St John thread. There was such an outcry - Vistana/Starwood actually let Owners vote for 2 HOA members without Starwood using their votes (that could put anyone they want on an HOA BOD - like every other existing VSE resort does, and assume true for MVC as well)

We could just barraging the call center constantly asking for IT Dept until they get sick and tired of complaints from their own supervisors/managers at the call center kicking it up the corporate chain. Call, Call, Call…

Next after no action - legal action.


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[bogey21]

I mentioned in another thread that when I bought into Marriott they had just gotten into the TS Business. I bought a Sabal Palms Week in 1986 pre-construction. All Marriott had at the time was Monarch and two other small facilities on HHI. I then bought Harbour Club and Heritage Club Weeks also pre construction and a resale Monarch Week. Obviously I loved Hilton Head. For 5 years or so it was a pleasure to deal with Marriott Customer Service. They were fantastic. But the bigger they grew the more things started changing to my detriment so I sold, first my floating Weeks and finally my Fixed Monarch Week. Now that uncontrolled rapid growth has taken hold, profit is all that matters and Owners are stuck with what they are dealing with today...

George

 

[CalGalTraveler]

100% agree with @DeniseM

It is time for us Owners to kick this up a notch. Shout it from the rooftops on every venue possible - tell everyone you meet at the resort. Contact everyone responsible at MVC and VSE. This BS must stop.

To those that think that they are too big to get change - remember the first Westin St John thread. There was such an outcry - Vistana/Starwood actually let Owners vote for 2 HOA members without Starwood using their votes (that could put anyone they want on an HOA BOD - like every other existing VSE resort does, and assume true for MVC as well)

We could just barraging the call center constantly asking for IT Dept until they get sick and tired of complaints from their own supervisors/managers at the call center kicking it up the corporate chain. Call, Call, Call…

Next after no action - legal action.


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IMHO...post it on the Facebook groups and public forums. Wherever they are trying to sell their program.

We need the name of the VP in charge of IT and the VP of cust service. That is who we need to call.

Call customer service but rather than telling the poor frontline rep, ask to speak with a manager to complain.

 

[vacationtime1]

Everyone who attends a sales presentation needs to tell the salesperson that they will not buy the product until the IT department is fixed.

That simple. Because without a functioning online reservation system, the product is worthless (at least it is to me).

Marriott makes money from sales and the message will get back quickly.

 

[pchung6]

I called and yelled to a poor customer rep about 2 weeks ago. I demanded an explanation and asked to escalate to manager. This guy called me back next day and offered 5 nights WKORVN OV instead of 7 nights I tried but unsuccessful to book online. I just lost my cool on the phone after weeks of time out time out and time out. If we can find out an email, I will send my complaint.

 

[DeniseM]

I just checked availability for 1 resort for one date and it timed out 3 times, at 1:27 eastern time. If it doesn't work in the middle of the night, when does it work??? I am going to bump this thread every day until it starts working.

 

[tedfryz69]

Share are forward the info below to send issues to Marriott direct. Possibly posted before but i did not see it in this thread.


Please use these links to send your concerns.

Investor Contacts | Marriott Vacations Worldwide

The Investor Relations website contains information about Marriott Vacations Worldwide's business for stockholders, potential investors, and financial analysts.

ir.marriottvacationsworldwide.com

Marriott Vacations Worldwide Social Media Manager and Investor Relations Contact from the webpage

Newsroom - Marriott Vacations Worldwide

Weisz has held senior roles in resort operations, inventory and revenue management over two decades with the Company ORLANDO, Fla. – November 8, 2024 – Marriott Vacations Worldwide Corporation (NYSE:...

www.marriottvacationsworldwide.com

 

[Denise L]

As I reported a month ago, I ended up with 95 timeouts and one results page (at 58 minutes past midnight eastern) that said there was no availability (an error, since there was availability after all). I had to spend 96 minutes of my Maui vacation time hitting retry. It was infuriating. What can we do to get Marriott/Vistana to fix this?

 

[DavidnRobin]

I borrowed this from a FB group.
Appropriate…

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[DeniseM]

Same old baloney this morning - I can't even search availability - it just times out!

#marriottscustomerservicestinks

 

[CalGalTraveler]

Twitter Handle for Marriott Vacation Club and Vistana is:

@MarriotVacClub
@Vistana

You can start adding onto their feed your concerns and link this thread. You can also PM them and send the link from this thread onto their feed.


MVC Social Media Manager: Erica Ettori erica.ettori@mvwc.com

Still looking for an email to the office of the CEO or Omsbudsman

Who is the VP of Customer Service? Not listed.

Anyone know which is the official facebook group? Are there complaints there?

 

[DavidnRobin]

IMHO...post it on the Facebook groups and public forums. Wherever they are trying to sell their program.

We need the name of the VP in charge of IT and the VP of cust service. That is who we need to call.

Call customer service but rather than telling the poor frontline rep, ask to speak with a manager to complain.

Right… I’ve written and called- zero response. If upper management hears it from as many sources as possible - change can happen.
Funneling it to one or two sources ain’t going to do it.


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[amycurl]

Calling them out on Twitter may be the most effective way--many companies are *very sensitive* to this kind of criticism on Twitter, where it is less easy to "hide" than it is on FB. I think a concentrated campaign there would be very useful.

My 2 cents...

 

[CalGalTraveler]

You might also want to call out other orgs related to MVC your tweets such as industry press and stock analysts.

Also see several owners on the Twitter threads who are trying to reach out. Standard response: "Call customer service" What BS!

 

[tamu_bu]

I just crafted an email to Executive Dwight Smith and targeted 4 combinations of his name as the email address. 3 emails bounced and one didn't. The email that didn't bounce was: dwight.smith@mvwc.com

I either got the correct email for the Chief Information Officer OR a random Dwight Smith at MVWC.

 

[CPNY]

I just crafted an email to Executive Dwight Smith and targeted 4 combinations of his name as the email address. 3 emails bounced and one didn't. The email that didn't bounce was: dwight.smith@mvwc.com

I either got the correct email for the Chief Information Officer OR a random Dwight Smith at MVWC.

Let’s just hope it didn’t go to this Dwight.

 

[trev]

Let’s just hope it didn’t go to this Dwight.View attachment 50741

Identity theft is not a joke, Jim!

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[DeniseM]

Maybe it's a feature and not a glitch - just think of all of the weeks they will get back because owners can't reserve them!

 

[cubigbird]

Maybe it's a feature and not a glitch - just think of all of the weeks they will get back because owners can't reserve them!

That would be a new low for the entire timeshare industry if ever proven to be true.