Are calls to MVCI recorded?

[Sunbum]

Does anyone know if calls into Owner Relations are recorded? They cancelled one of my reservations and accused me of doing it. I was wondering if I could ask them to play me the call.

 

[dioxide45]

They probably are. But not for these reasons. They are recorded for quality control. Perhaps only kept for enough time to perform that QA.

You can ask them if they have the recordings, they may or may not. You will likely have to get a supervisor involved.

 

[GreenTea]

Wow. That is terrifying. Has that happened to others???

 

[tschwa2]

I doubt they record all phone calls. When I worked for an airline reservations you were only recorded specifically when you were up for coaching. You never knew when that was. About half an hour was recorded and supervisor would save about 3-7 calls (usually less than 10 minutes worth- basically a best, worst and average ) to go over them with you. Even then unless there was a major problem the recordings were not kept beyond that day.

 

[tschwa2]

Does anyone know if calls into Owner Relations are recorded? They cancelled one of my reservations and accused me of doing it. I was wondering if I could ask them to play me the call.

Is it possible that someone did call and cancel the reservation? I remember a while back a Wyndham owners said a former renter who knew that the owner had a particular reservation (and apparently had account info from the owner) called claiming to be the owner and cancelled the reservation so it would be available to grab with another wyndham owner's account.

At the very least Marriott should have a record of exactly when it was cancelled and which agent took the call and made changes to the reservation. If it was a system error their wouldn't be any agent id in the record as making any modification.

 

[Saintsfanfl]

If they cared enough they could find out whether it was really you or not. The problem is that doesn't really help them if they are unable to put it back the way it was before.

 

[Sunbum]

I did call to try and change the week, but the week I wanted was unavailable. I think the Owners Services Rep neglected to "put the week back" after he looked for the new week I wanted.

They say that I told the Rep to drop my reservation completely, which is ridicules! I had a great week booked, just want to juggle it. Now they can't get me my week back! I am on my 3rd supervisor now who is also going to try and find me a week. This is getting real old, real fast.

 

[nygiants11991]

I did call to try and change the week, but the week I wanted was unavailable. I think the Owners Services Rep neglected to "put the week back" after he looked for the new week I wanted.

They say that I told the Rep to drop my reservation completely, which is ridicules! I had a great week booked, just want to juggle it. Now they can't get me my week back! I am on my 3rd supervisor now who is also going to try and find me a week. This is getting real old, real fast.

What do you mean "you want to juggle it"

 

[Saintsfanfl]

They can't give you something that does not exist. Give them time to look for a rental or II inventory.

In the future don't even mention switching or exchanging. Just find out if the week you desire is available.

As far as juggling goes, I don't think the rep can do that. Perhaps that is the issue. Juggling refers to more than one at once. I thought you had to drop one completely before trying to pick up another. If this is the case then in theory a desired week could disappear in between.

Did you pay a fee for cancelling or changing your reservation??

 

[Sunbum]

Santsfanfl,

To clarify. I had a week booked and called in to see if there was availability to move it to a different week. In order for them to check, them must "semi-release" the current reservation in order for them to check availability for other dates. If the date wanted is not available, then they are to put the original reservation back in place.

This is where things went wrong. They neglected to put my original reservation back in place. So it got lost.

A current my mid Feb reservation is gone and the best they are offering me is late April. I have no interest in a that.

As I said before, they are still looking for another date for me. I should know today. time will tell.

Greentea,

Yes, this same problem happened to a friend of mine about 10 years ago. So keep an eye on your reservations!

 

[Saintsfanfl]

Santsfanfl,

To clarify. I had a week booked and called in to see if there was availability to move it to a different week. In order for them to check, them must "semi-release" the current reservation in order for them to check availability for other dates. If the date wanted is not available, then they are to put the original reservation back in place.

This is where things went wrong. They neglected to put my original reservation back in place. So it got lost.

I understand. Does "semi-release" still put a hold on that existing reservation? If no then what if someone grabs it before the rep puts it back? I don't really understand the process very well.

 

[SkyBlueWaters]

One of my greatest fears especially so close to check in, which is why I never tell them I'm changing my reservation because they once told me they can't check until they drop the present one. They should have at least sent an email confirming cancellation.

 

[Sunbum]

When you call in to check for another date, your current reservation does not immediately go back into the "open inventory". It gets placed on "hold", while they check other dates for you. If the new dates are not available, they take it off "hold" and put it back into your reservation.

This is the way it should operate and it usually does work well. My problem is a "one off" and they need to address it NOW. They have known about the problem since November!

 

[Saintsfanfl]

When you call in to check for another date, your current reservation does not immediately go back into the "open inventory". It gets placed on "hold", while they check other dates for you. If the new dates are not available, they take it off "hold" and put it back into your reservation.

This is the way it should operate and it usually does work well. My problem is a "one off" and they need to address it NOW. They have known about the problem since November!

I'm wondering if another Marriott expert will chime in because I'm not convinced that's exactly how it works. I'm definitely not experienced enough to know for sure but either way someone should be able to confirm or contradict.

You never answered on whether you paid a fee but based on your order of events I am assuming not.

 

[ilene13]

Todd, I sent you a PM.

Saints fan: having to book my Aruba weeks every year there is always juggling done. They do release a week to look for others, but they hold the released week. If you don't get the new request you retain the original week. Obviously the advisor messed up.

 

[Saintsfanfl]

Todd, I sent you a PM.

Saints fan: having to book my Aruba weeks every year there is always juggling done. They do release a week to look for others, but they hold the released week. If you don't get the new request you retain the original week. Obviously the advisor messed up.

Thanks and good to know.

 

[UthTrvlr]

Was the reservation made using your deeded week, or Destination points?

 

[VOASLC]

I'm wondering if another Marriott expert will chime in because I'm not convinced that's exactly how it works. I'm definitely not experienced enough to know for sure but either way someone should be able to confirm or contradict.

You never answered on whether you paid a fee but based on your order of events I am assuming not.

That's exactly how it works. You call and ask for alternative dates and owner services never cancels the original date. It's referred to as a "fake cancel" but to keep it simple : the reservation is never actually cancelled. To address your concern about the week not being added back, that isn't the case.

I can tell this week was booked using your legacy week by the details you provided. You are working with the supervisors, it takes time for them to fix issues. Best of luck.

 

[SueDonJ]

That's exactly how it works. You call and ask for alternative dates and owner services never cancels the original date. It's referred to as a "fake cancel" but to keep it simple : the reservation is never actually cancelled. To address your concern about the week not being added back, that isn't the case.

I can tell this week was booked using your legacy week by the details you provided. You are working with the supervisors, it takes time for them to fix issues. Best of luck.

Hmmmmm. I think it's a fair assumption that you're an MVC Owner Services rep. Do you mean to say here that you're assuming (like I am) from what's been posted to this thread that the OP is talking about an Owner's Week and not a DC Points reservation? Or are you saying that enough detail was shared here that allowed you to go into the OP's account and see what's happening at Owner Services with this problem?

Because IF that's what you've been able to do, I have to say that I'm uncomfortable with unidentified/unverified Marriott reps sharing private account info on these boards. It's great, GREAT!, if MVW wants to be involved through TUG but if I were the OP, I'd much prefer that you contact me privately to introduce yourself properly before offering what could be considered "official" information.

This is only my opinion, has nothing to do with TUG or me being a moderator, and others are free to disagree. But for me, if I'm getting an "official" statement then I want to know who - at least which office - is responding. (Of course this may be way off base, and I'm sorry for putting you on the spot, if you haven't been able to check the OP's my-vacationclub.com account and aren't making an "official" statement.)

 

[Sunbum]

Screwed Over

Well........ disappointed to say the least. After all this, the best they can do is nothing.

They offered me early December or the last week of April. The two worst weeks of the Platinum season. (which were available the whole time). So ultimately, they did nothing.

Much to my dismay, they really did not care. It was a very matter of fact conversation with them, still accusing me of cancelling the reservation. Which in no way happened. They also said a Rep called me to inform me that I had cancelled it?? That did not happen either.

I have never been more disappointed with MVCI. Is it the Rep that is lying or the supervisor to cover their ass??? BTW, the Rep that was to have done all this is no longer employed there.

I asked for this supervisor's manager and he informed me that he was the end of the line. There was no one above him that would talk to me. I could write a letter to higher up, but ultimately, it would end up back n his lap.

I guess sooner or later you have to admit that you have been beaten. I guess today is the day. It is kind of like fighting the government. MVCI runs the show, we are just peons to them.

 

[tschwa2]

Since it doesn't seem like they will give you what you want (your week back or an equivalent week), maybe you could ask for some other form of compensation. Are you enrolled in the DC? You could see if they would give you bonus points for your trouble or a Marriott replacement week to be used with Interval International. I wouldn't do this if you plan on continuing to fight but if you don't think you are getting anywhere you can see if they could at least give you something.

 

[SueDonJ]

... I asked for this supervisor's manager and he informed me that he was the end of the line. There was no one above him that would talk to me. I could write a letter to higher up, but ultimately, it would end up back n his lap.

I guess sooner or later you have to admit that you have been beaten. I guess today is the day. It is kind of like fighting the government. MVCI runs the show, we are just peons to them.

This all sounds incredibly frustrating but that person's stance that, "there is no one above him that would talk to you" sounds dismissive to the point of insulting! If you have the energy to take it further I'd do exactly as he suggested. It can't hurt and maybe could help to have someone in an executive position take a look at just how unsatisfying your exchange with this particular unhelpful person has been. Even if ultimately your reservation is lost forever, somebody in a position of power should be made aware of the way you've been treated. It's one thing to be told bad news, it's entirely another thing to be dismissed as if the bad news is your fault.

I'd send a letter to R. Lee Cunningham, Executive Vice President & Chief Operating Officer at the executive offices:
Marriott Vacations Worldwide Corp.
6649 Westwood Blvd., Suite 500
Orlando, FL 32821
P: 407-206-6000

Good luck! I hope that at the least they'll be able to restore any good feelings you did have for the company.

 

[ilene13]

I sent you a PM with the head of room allocations. Try to contact her, she has been very helpful in the past.

 

[Sunbum]

Since it doesn't seem like they will give you what you want (your week back or an equivalent week), maybe you could ask for some other form of compensation. Are you enrolled in the DC? You could see if they would give you bonus points for your trouble or a Marriott replacement week to be used with Interval International. I wouldn't do this if you plan on continuing to fight but if you don't think you are getting anywhere you can see if they could at least give you something.

I am not DC enrolled. I use all my Aruba weeks in Aruba.

In the past, whenever Marriott has "dropped the ball" they have always owned up to it, been sympathetic and willing to do something to help make it right. (I guess mostly on the Hotel side).

I am still in shock of the "attitude" I got from them. Not all are alike though, there was 2 Reps that were outstanding and also one Manager that really appeared to care, but they could not help me.

I just remembered that the Sr. Manager also told me that they sent me an e-mail notice of the cancelation. I keep all my e-mails, so I just went back through all my files and there is no cancelation notice for that week.

Unless something changes in the next day or two (which I do not expect), I will definitely pursue this further.

Thanks for all the advice/suggestions.

 

[StevenTing]

Do as suggested above and also file with the BBB. That always gets a guaranteed response. I had a problem that could not be reconciled about 4 years ago. Got the BBB involved and within a couple of days I was contacted and ended up getting what I originally was promised after 2 weeks with customer advocacy.