Be careful of blackout dates for Return-Stay Vacation Packages (or similar)

[winger]

Just recently visited NCV and purchased a 4-day/3-night Return-Stay Vacation Package from a rep who called us on the phone while we were on site.

I informed her the specific dates next summer which wanted to return and she checked and said us even though we could not book anything until 10 months from date of travel, it would be a 'shoe in' to get our dates if we called right as the 10-month window opens up (in about one month's time).

When we returned home and received an email containing the purchased packages details, I read the fineprint and discovered there were blackout dates next summer which included the dates we wanted to return. I called and confirmed with Marriott . The rep informed me if I had waiting a month for when the desired summer dates opened up, we would be past the refund policy for our package and also would need to fill out paperwork to request a refund, which is not guaranteed.

Given the circumstance, the lady got approval to startup a refund over the phone without submitting any paperwork. This was a bad showing by Marriott - why sell something when our stated desired return dates were included in the program's blackout dates ?

 

[VacationForever]

She was obviously wrong. When we bought the package from NCV a while ago, it was pretty clear to us what the blackout dates were.

 

[winger]

She was obviously wrong. When we bought the package from NCV a while ago, it was pretty clear to us what the blackout dates were.

It just irked me the sales rep missed it, either purposely or was careless when checking. If we didn't read the certificate's details and called Marriott the day (or two) after we returned home and waited until 10 months from travel, it would not have been a good situation

 

[TheTimeTraveler]

They just don't care at all, are sloppy, and will simply tell you what you want to hear.

I had a few missing days for my Hawaii trip. I needed three or four nights in an Oceanfront 1 Bedroom Villa at Kauai Beach Club. They ABSOLUTELY assured me that my Return Stay Promotional Package would be in an oceanfront Villa on the phone, so I booked it.

Guess what? A few days later it showed up in "my upcoming reservations" and it said ocean view. Needless to say I was not happy.

So, I wrote them a long letter telling them they were stooping to Westgate practices and demanded my money be refunded. A week later it was cancelled and my money was refunded. Never again!




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[winger]

They just don't care at all, are sloppy, and will simply tell you what you want to hear.

I had a few missing days for my Hawaii trip. I needed three or four nights in an Oceanfront 1 Bedroom Villa at Kauai Beach Club. They ABSOLUTELY assured me that my Return Stay Promotional Package would be in an oceanfront Villa on the phone, so I booked it.

Guess what? A few days later it showed up in "my upcoming reservations" and it said ocean view. Needless to say I was not happy.

So, I wrote them a long letter telling them they were stooping to Westgate practices and demanded my money be refunded. A week later it was cancelled and my money was refunded. Never again!




.

The cust svc rep who took my call - I mentioned to her I had a suggestion, and she replied something like if I wanted to file a complaint on the rep that I felt deceived. LOL I said NO, just wanted Marriott to train their sales reps better (maybe at lease concentrate on the reps in the resorts within the region this occurred?), to at least mention for these packages they are selling:
1) blackout dates and
2) refund policies