Cancellations wouldn't go through

[Bigrob]

Last night I had a problem with cancellations not going through. I hit the cancel button, but the website just sat there and didn't advance. I had several reservations to cancel, but because of how long it was taking, it took 10-15 minutes to get a single cancellation through.

I called in this morning and Owner Care refused to help. They said they did not have reports from IT indicating there was a problem with the system and therefore they could not do anything about it. (In other words, I got one of the "not helpful" OC agents that just kept re-reading their script). I let them know I was at Bonnet Creek as it may have been on my end (but is still on "their" end) but that didn't matter.

Any advice on how to escalate? Unfortunately, I did not grab screen shots last night. Or should I just keep calling back until I get the "right" one?

FYI; I do cancellations often and have not had this problem before unless the website was down early.

 

[Sandi Bo]

I would try again and hope for a different answer. If Owner Care won't help you, ask to talk to website support - they've helped me in the past when Owner Care would not.

And you might try a bit later, see if others start reporting issues.

I wasn't on last night at closing so I don't know if there were issues, but sure sounds like it.

If at first you don't succeed, try, try again.

Good luck!

 

[am1]

Best of luck. You may be out the points as Wyndham may not care to resolve it. Even if you get someone to look into it they will have to get back to you in 2-3 days but you may never hear back.

I cannot say one or another last night but have been in your boat too many times.

 

[debrinkleyusa]

I expect this has to do with the change they just made that cancellations are now retuned as Regular Use points. Don't know what this is all about but it probably is not good for us. Starting today when you go to cancel a reservation it says your points are going to be returned as Regular points even before you complete the cancellation.

Best,
DB

 

[am1]

I expect this has to do with the change they just made that cancellations are now retuned as Regular Use points. Don't know what this is all about but it probably is not good for us. Starting today when you go to cancel a reservation it says your points are going to be returned as Regular points even before you complete the cancellation.

Best,
DB

I am 100% sure this is not the cause of the issue.

 

[Bigrob]

It has a happy ending. I spoke with a different Owner Care member this evening and they were able to restore the points.

It was good to get a piece of good news after the hours I wasted on a wild goose chase related to my brother's estate.

Thanks for the suggestions.

 

[jjmanthei05]

It has a happy ending. I spoke with a different Owner Care member this evening and they were able to restore the points.

It was good to get a piece of good news after the hours I wasted on a wild goose chase related to my brother's estate.

Thanks for the suggestions.

I cancel reservations at the end of the night on the 15 day mark multiple times a week. If I ever have any issues, I immediately send a message through the feedback section of the website before it the system closes stating what error I'm getting as well as what I was trying to cancel. I have used that several times to say I was having an issue when none was reported. If they ever push back, I always say "Why would I have sent you a message before the system closed instead of just canceling the reservation." Never had an issue after that point. Glad it worked out for you this time.

Jason

 

[Bigrob]

I cancel reservations at the end of the night on the 15 day mark multiple times a week. If I ever have any issues, I immediately send a message through the feedback section of the website before it the system closes stating what error I'm getting as well as what I was trying to cancel. I have used that several times to say I was having an issue when none was reported. If they ever push back, I always say "Why would I have sent you a message before the system closed instead of just canceling the reservation." Never had an issue after that point. Glad it worked out for you this time.

Jason

Thank you... actually the helpful OC rep also suggested the same thing. Good tip.

 

[am1]

I cancel reservations at the end of the night on the 15 day mark multiple times a week. If I ever have any issues, I immediately send a message through the feedback section of the website before it the system closes stating what error I'm getting as well as what I was trying to cancel. I have used that several times to say I was having an issue when none was reported. If they ever push back, I always say "Why would I have sent you a message before the system closed instead of just canceling the reservation." Never had an issue after that point. Glad it worked out for you this time.

Jason

You have good luck. Logic and balance of probabilities can have very little importance when it comes to these issues.

 

[Bigrob]

You have good luck. Logic and balance of probabilities can have very little importance when it comes to these issues.

I think what Jason is saying is that by filing a report that's he's having a problem getting cancellations to go through, he has documentation he had a problem, and can rely on that documentation as a "get out of jail free" card. Obviously, you can't just file a report every night, but if you don't have a pattern of doing so, then I think it is prudent on nights where you have a lot to cancel and the system is responding slowly to go ahead and enter that ticket.

 

[jjmanthei05]

I think what Jason is saying is that by filing a report that's he's having a problem getting cancellations to go through, he has documentation he had a problem, and can rely on that documentation as a "get out of jail free" card. Obviously, you can't just file a report every night, but if you don't have a pattern of doing so, then I think it is prudent on nights where you have a lot to cancel and the system is responding slowly to go ahead and enter that ticket.

I have it only happen once or twice a year out of probably 50 to 60 days I am canceling rooms. It is always nerve racking when you see the over night reservation list show up about an hour before the system is suppose to close.

Jason

 

[am1]

I think what Jason is saying is that by filing a report that's he's having a problem getting cancellations to go through, he has documentation he had a problem, and can rely on that documentation as a "get out of jail free" card. Obviously, you can't just file a report every night, but if you don't have a pattern of doing so, then I think it is prudent on nights where you have a lot to cancel and the system is responding slowly to go ahead and enter that ticket.

Yes but some supervisors/managers do not care. Only thing they look at is if IT gave them reports of the system being down. My question to that is what report is generated if the IT department is not generating reports of the system being down.