Compensation for Reservation error

[charlie100]

Does anybody have an organization chart for the Marriott corp to pursue corrective action for a reservation error that will result in the loss of a weeks usage for a time share?

Has anybody used small claims court to resolve reservation issues? if so what state?

 

[Mr. Vker]

Can we have some details? There is alot of experience on this board. Knowing what happened can help steer you in the right place.

 

[charlie100]

I originally had my Maui Ocean club and Napili Towers 2 br units for consecutive weeks in March from Sat to Sat. In about May, I simply wanted to lock off these units so that we could occupy the 1 br portions and trade the guest room. For some reason, they were not able to make this simple change. After about an hour on the phone, the manager made this happen with 4 Sunday to Sunday reservations the last 2 weeks in March. I made airline reservations at that time.

About a month ago, I was going to deposit one of my guest rooms and offer a gift of the other guest room to a friend. At that time I found that Marriott has lost part of my reservation. I now do not have the one br portion of for the second week. My objective is to get a 1 br with a full kitchen and in room laundry for that second week and of course occupy the MOC 1 br unit the first week. In addition, I still would like to dispose of both guest rooms as previously planned. Every day that I do not get this resolved reduces that value of those units as a deposit and I can't make commitments to my friends.

At this point, in the second week, I do not have the unit I want and I can't deposit the unit that I have because that would leave me with no room of any kind for those dates.

Marriott has me on the watch list for the 1br but won't consider a change until 60 days prior to the reservation date.



Charlie100

 

[Mr. Vker]

Do you have email confirmations of the changes? Whenever I altered MVCI reservations, I am emailed an update. Is your concern that the corrections were never made correctly?

 

[charlie100]

Yes, I have email confirmations for all of the transactions. They admitted to me on the phone that they made the mistake. When I split the units, they "reused" some of the reservation numbers. I think that is the source of the error. At one point they said I did have the unit reserved but when i cross checked the number I found that is was for the guest room and not the 1 br.

 

[Mr. Vker]

You should be gold if you have the emails. I would get a supervisor on the phone and ask where to send the emails. Tell her thats what you want but not what you currently have. I do know they reuse confirm nums. I once needed to refer to an old stay, but they could not look up by the res. number.