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Anyone working at Vistana

redcarbud10

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I've tried to go online to my owners account for a week now and while I am able to login to my account, each time I try to look at my dashboard in order to make a reservation I get the message that my account can't be accessed and to contact vistana's support group. When I call the phone numbers listed I sit and listen to attendant messages for over an hour and never get a live person to help me. After several minutes of attendant messages I am able to press a number to put my call in their system for a callback from one of their service reps. I've also done that, at least 7 times in the past week and no one has ever called me back. All I want to do is make a reservation for August 2023 and there is no way to reach Vistana or go online to do it. I'm frustrated and ready to become a media influencer against Vistana. I wonder if anyone is working there. The phone attendant message keeps telling me I'm important to them. That's a crock of shi_ as far as I'm concerned. They've had ample time to fix the system if that's the problem and I've spent well over 8 hours of my time just trying to make a reservation with a live person. Maybe they're all on a continuous coffee break. I wouldn't be so combative here but I've owned my timeshare for over 20 years and more times than not Vistana's website is not the best to navigate.....it's slow and as I'm finding now, just doesn't access the accounts of paid up members.
 

vacationtime1

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Welcome to the Marriott/Vistana merger takeover.

Welcome to Marriott's wonderful IT system. Not.

There are multiple threads here about Marriott's utter incompetence in this sector.

In response to which Marriott has done nothing visible.
 

luv_maui

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I understand your pain. I’ve even had the message to call back later and hung up. However, have you tried calling promptly at 9am EST when they open? I’ve had much better luck getting a hold of someone promptly when they open and before the queue gets filled with callers. I’ve on the phone 60-90 minutes at times so it doesn’t take long for the queue to get stuck/full if it takes that long to assist a caller.
 

dioxide45

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Sheraton Vistana Villages
If they do not fix the website they need probably need 1000 reps.
Perhaps, IIRC we had similar issues the same time last year. Search tool was down a lot in Villa Finder. Spinning wheel. Much of the issue with the site and phones is also related to the time of the year. This is peak booking season for winter of the next year. While 2022 website woes were unpresidented, we often forget that these problems have dropped up in the past as well.
 

timsi

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Perhaps, IIRC we had similar issues the same time last year. Search tool was down a lot in Villa Finder. Spinning wheel. Much of the issue with the site and phones is also related to the time of the year. This is peak booking season for winter of the next year. While 2022 website woes were unpresidented, we often forget that these problems have dropped up in the past as well.
If you browse social media it is not hard to see the level of disruption has been unprecedented in the last few months. I do not remember the site being unfunctional 3 days in a row.
 

dioxide45

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If you browse social media it is not hard to see the level of disruption has been unprecedented in the last few months. I do not remember the site being unfunctional 3 days in a row.
A six page thread from 2022;

The site wasn't necessarily down for three days in a row, but people had a lot of issues trying to make reservations. Peak volume on the site is usually a big culprit and most often it is related to database performance.
 

timsi

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A six page thread from 2022;

The site wasn't necessarily down for three days in a row, but people had a lot of issues trying to make reservations. Peak volume on the site is usually a big culprit and most often it is related to database performance.
Too many problems in the last 6 months, I would probably need several pages (and a lot of work) to link them all. Vistana and Marriott have about 500,000 owners combined which is a relatively low number compared to others. If the system was designed properly, it would never crash.
 

dioxide45

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Too many problems in the last 6 months, I would probably need several pages (and a lot of work) to link them all. Vistana and Marriott have about 500,000 owners combined which is a relatively low number compared to others. If the system was designed properly, it would never crash.
Isn't the only other larger player Wyndham? I know owners there complain of website issues quite often. Hilton/Diamond probably has more owners, but their systems are much more fragmented. I am certainly not defending the website problems, but these issues (not to this extent) come up this time of year every year. Timeout issues even crop up in summer during peak summer booking season. I don't expect Marriott to invest the same amount of money into digital as Amazon or other big tech. We do pay for all these services, or non services as they are lately, in our MFs
 
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timsi

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Isn't the only other larger player Wyndham? I know owners there complain of website issues quite often. Hilton/Diamond probably has more owners, but their systems are much more fragmented. I am certainly not defending the website problems, but these issues (not to this extent) come up this time of year every year. Timeout issues even crop up in summer during peak summer booking season. I don't expect Marriott to invest the same amount of money into digital as Amazon or other big tech. We do pay for all these services, or non services as they are lately, in our MFs
I was not referring to other timeshares, there are sites with billions of monthly users. At Vistana things were bad last spring, but I do not see how this is a defense for them in any way and in my opinion Abound compounded the problems and it is not much worse.
 

dioxide45

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I was not referring to other timeshares, there are sites with billions of monthly users. At Vistana things were bad last spring, but I do not see how this is a defense for them in any way and in my opinion Abound compounded the problems and it is not much worse.
The reason big tech is where they are is because they soak up much of the top talent that is coming out of the top colleges and universities. I mean, if you are top of your class and have the opportunity to go and work for Meta, Google or even some hip startup, are you instead going to go and work for Marriott Vacations Worldwide? You have to compare apples to apples here and comparing Facebook to MVW is simply not that.
 

timsi

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The reason big tech is where they are is because they soak up much of the top talent that is coming out of the top colleges and universities. I mean, if you are top of your class and have the opportunity to go and work for Meta, Google or even some hip startup, are you instead going to go and work for Marriott Vacations Worldwide? You have to compare apples to apples here and comparing Facebook to MVW is simply not that.
There are so many others (not social media), some of them traditional businesses with a lot more online customers, that do not have the problems we experience. Marriott is the worst I have ever dealt with.
 
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