CHANGED - Reservation Cancellation Policy

[CPNY]

Can you report back on the result?

I can validate that I checked yesterday, for a Harborside reservation, that the message had changed to 60 day cancel. When I mock cancel today for that same 2020 reservation, it now gives me the 120 day booking message.

-ryan

So confused. Last night I couldn’t make a reservation after 60 days with restricted SO and today I could. These were previously restricted SO to 120 days then cancelled within 60 days on 10/31.

 

[controller1]

So confused. Last night I couldn’t make a reservation after 60 days with restricted SO and today I could. These were previously restricted SO to 120 days then cancelled within 60 days on 10/31.

So did you talk to Vistana? Or did you give up with the long hold time?

 

[mariawolf]

Just tried again--when I clearly have typed in "text" in the message area of the contact form it continues to not send telling me this section requires text. I refuse to be on hold forever. Still shows my week 52 expiration date 12/31/2020 even though my screen shot says otherwise.......

 

[mariawolf]

Copied this from the Harborside Page on Vistana; SERIOUSLY?????
Currently, travel restrictions are in place in The Bahamas. Those restrictions include, but are not limited to:

All travelers to the Bahamas must complete a Bahamas Health Visa application located at http://www.travel.gov.bs prior to departure. Part of the Health Visa application process requires all individuals ten years of age and older to submit a negative RT PCR COVID-19 test result no more than 10 days prior to the date of travel.
Upon arrival to The Bahamas, subject to any exemptions, visitors entering The Bahamas will be placed in a mandatory fourteen-day quarantine at a designated Government quarantine facility upon arrival, at the visitor’s expense. The visitor will be required to undergo a RT PCR COVID-19 molecular diagnostic test at the end of the quarantine period at the visitor’s expense.

 

[dioxide45]

So confused. Last night I couldn’t make a reservation after 60 days with restricted SO and today I could. These were previously restricted SO to 120 days then cancelled within 60 days on 10/31.

So they fixed the issue? I am seeing the same thing.

 

[critterchick]

Well, I'm spitting mad right now. We made the decision to cancel our end of November trip to Princeville and apply it to a January visit to the desert (AZ or CA, it does not matter). Upon hitting the button, it said that it would cost $50 and it would be restricted to using within 60 days. It didn't say anything about a 2020 expiration, but I came here first to see if it was a glitch and noticed that others have experienced that fate. So I'll keep the booking for now and hope that Hawaii doesn't have a surge and re-impose the 14 day quarantine. If they do, I guess we'll have lost 162K options. Unreal.

I did send them a message, since they are closed for the day. We shall see how they respond.

Updated to add that I tried the live chat option and saved a copy of the transcript. Our reservation was made using "Covid" restricted SOs (originally booked in April, then changed to June, October and finally November). She said that the original terms of the SOs will apply, 120 booking window and 12/31/21 expiration date, but the $50 cancellation fee would apply. I'm still afraid to confirm the cancellation, so will endure the endless hold time tomorrow to see if the phone agents have the same information. *sigh*

And, for a further poke in the eye, AA have bolluxed up our flights, from a nonstop LAX-LIH to LAX-PHX-LIH (adding over 4 hours to the flight, making it eligible for a refund) and then a redeye home. So we aren't going to Kauai, but I'm not sure what we'll do if we have a year end window. Other than cry in our beers.

 

[mariawolf]

So according to this on Vistana official information on Harborside

 

[mariawolf]

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  so here is my reply to my customer service request. I specifically stated I had a screen shot proving that the message I received prior to cancelling indicated that this would be a restricted 120 day if I cancelled. I asked where I could provide this and of course this is to a non reply address. So guess this is their standard reply but adding specific details. Dear MARIA WOLF, It would be my pleasure to assist wit providing information as it pertains to your account. Please note that you cancelled your reservation (#435057) that was due for arrival on December 27, 2020 at the Harborside Resort at Atlantis via online on November 1, 2020. Please note that the temporary cancellation policy was only valid until October 31, 2020; however, as of November 1, 2020, the normal cancellation policy was reinforced. Please feel free to view our cancellation policy online at https://www.vistana.com/ownership101#updated_reservation_policy. Reservations cancelled between 12 months and 61 days prior to your arrival date will not incur restrictions or a cancellation fee. As a courtesy, reservations confirmed within 60 days of the arrival date will receive a 24 hour grace period to cancel without incurring a fee or restrictions. Cancellations within 60 days of the arrival date will incur the following fees and restrictions: • StarOptions returned from that cancellation will only be applied to reservations confirmed for an arrival date that is 60 days or less from the search date • Restricted StarOptions are not be eligible for StarOptions Banking or conversion into Marriott Bonvoy Points The following cancellation fees will also apply: • Cancelled within 60 - 8 days: $50 • Cancelled 7 days or less: $75 As a friendly reminder, you currently have the following account balances remaining: - 67,100 restricted StarOptions due to expire on December 31, 2020 - 13,900 restricted StarOptions due to expire on December 31, 2021 - 66,700 banked StarOptions due to expire on December 31, 2021 - 34,700 restricted banked StarOptions due to expire on December 31, 2021 On a lighter note, we have exciting news that could benefit you as an Owner. We are now offering travel protection for you and up to seven (7) traveling companions when you are traveling within the Vistana Signature Network (VSN) resort collection. This protection will aid you for unforeseen reasons, including trip interruption, costs due to medical emergencies while traveling, and more. You can protect a Use Year using your StarOptions, which means no out-of-pocket expense for you. I will be happy to provide more information if you are interested. Should you have any additional questions, please let me know. Sincerely, Ricky V. Vacation Ownership Specialist T (800) 847-8262 F (888) 475-9128 VISTANA SIGNATURE EXPERIENCES 9002 SAN MARCO COURT ORLANDO, FL 32819

  
  
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[CPNY]

So they fixed the issue? I am seeing the same thing.

Just checked again, tried to book SVV in March and the restricted SO were available for use.

 

[CPNY]

So did you talk to Vistana? Or did you give up with the long hold time?

They were supposed to call me back but I never received the call.

 

[critterchick]

Update: I did receive an email reply to my question, in which the rep essentially said what Mariawolf's rep said, just writing off a script, I suspect. So I called this morning and got right through (Elite line). The rep confirmed that, if your booking was made with "Covid" restricted options, then they are restored with the 2021 expiration date without a fee. So I cancelled Kauai (wah!) and rebooked 8 nights at WDW for December. The rep reminded me that we have 24 hours to cancel without a penalty; otherwise the SOs will be restricted to a 2020 expiration.

But the key here is that the booking was made with restricted SO's, dating back to our cancelled April visit. A booking made with Home Resort or 8 month StarOptions would be subject to the reinstated policy. I'm thankful that I thought to cancel our Home Resort booking and use the restricted SOs.

I still think it's unconscionable that Vistana simply yanked the rug out from under people without notice. The response that Mariawolf received, "Please note that the temporary cancellation policy was only valid until October 31, 2020," tells me that Vistana meant to put that restriction in and forgot. My rep simply said that the policy was subject to change without notice. That still doesn't make it right or good customer service.

 

[controller1]

. . .
The response that Mariawolf received, "Please note that the temporary cancellation policy was only valid until October 31, 2020," tells me that Vistana meant to put that restriction in and forgot.

I disagree with your assumption. Otherwise, why did I get this response on October 24 to an email I sent to Vistana the previous day asking about the policy?

 

[mariawolf]

Based on suggestions on Tug took a screen shot of page before I cancelled This reservation. screen shot showed no fee cancel and Restricted option of 120 days. Of course when I actually cancelled points were restored for use this year! Well that’s useless at this point!
my initial e mail response was sorry.
the screen shot also said ultra premium deeded weeks returned as”float week subject to availabilitY” which week 52 is—no mention of screen shot and With a no reply e mail
Contacted again and got an actual e mail asking for screen shot
somewhat hope fully now!!!
See latest response below:


“Because your satisfaction is our priority, we would like the opportunity to review your concerns with our leadership team and provide further assistance. Please anticipate hearing from a representative within the next few business days.“

 

[critterchick]

I disagree with your assumption. Otherwise, why did I get this response on October 24 to an email I sent to Vistana the previous day asking about the policy?
View attachment 28242

I didn't know you had. I stand corrected.

 

[CPNY]

Edit: Responding to the HRA week 52 thread that Has been merged into this.

What’s interesting is, if in fact you kept the reservation for Christmas week and went, would you have access to Atlantis? Apparently there are a handful of guests at the harborside now, however the Atlantis resort is currently closed.

The CEO of Brookfield which owns the Atlantis has stated in an interview that they will be reopening in December in a phased and controlled bubble. They plan to charter flights (logistical nightmare And useless IMO), not let you leave the bubble, and per govt requirements, test you again on day 5 if you stay that long. They atlantis will be opening phase 1 with Limited “towers”. Currently the only available rooms to book are at the Reef or the Royal towers. Previously the HS was coming up in a search on the Atlantis website but now it is not available to book for reservations prior to 1/1/2021.

Does that mean HRA is not part of the initial phase 1 reopening bubble? If so, what about owners who pay for access to the Atlantis and are there on their deeded week in December? Can the Atlantis deny access to owners? I would think they can but can someone answer that for sure? Luckily the beaches are all public in the Bahamas up to the high waterline so I will walk myself right on to that beach.

 

[echino]

Harborside can still be booked in December on the Atlantis website, just not all dates are available. I just tried Dec.15-18 and it's available. Looks like Harborside is a part of the Atlantis bubble.

 

[CPNY]

Harborside can still be booked in December on the Atlantis website, just not all dates are available. I just tried Dec.15-18 and it's available. Looks like Harborside is a part of the Atlantis bubble.

Thank you, I literally tried 4-5 different dates and saw only reef and Royal. It makes sense the same way they have to keep the reef part of the bubble.

Plenty of availability at harborside for Christmas break past few days.

 

[mariawolf]

So I contacted the driver I always use when I go to Harborside and she says though not official Atlantis will be "open for Christmas" . Everytime I go on Vistana webpage lots of openings for the week I own -- and although it will be warmer than where I live (Delaware coast) I just am not willing to take a chance. I am hopeful I will get be successful in having restricted use. I am retired and flexible on dates so I know that helps. I am glad I took that screen shot--how they can deny me with that on their web site--and it has gone to higher levels gives me some hope.

 

[EnglishmanAbroad]

Yes I did do a mock one to see and then decided to make it real as I couldn't find any flights to Cancun to suit us at the moment and yes I did take the advice on here and screen shot the C19 cancellation T&C it offered.

There is plenty of availability for Thanksgiving week so we might re-make the reservation in a couple of weeks if any flights transpire. Not really worried if the options don't get the C19 conditions as they were set to expire this year and not sure we'll be able to make use of them in 2021 with all the banking we've been doing on top of our normal ownerships.

Well an update on this. After cancelling on 11/1 the restricted options were originally showed in my account with 12/31/21 expiry as per the T&C in the cancellation notice and I wasn't charged a cancellation fee. Was looking at availability for January 2021 and went to make a booking only to see I didn't have any options as the restricted options are now showing a 12/31/20 expiry date. Chatted with Vistana through the online tool last Friday and supplied screen shots showing what was stated when I cancelled, the C19 T&C (thanks for the advice to take them). Still waiting to hear back. Hope the January availability we were looking at doesn't disappear.