californiagirl
TUG Member
I spent 47 minutes on the phone yesterday trying to clear up a DC billing issue. We joined the DC last August and we received two separate bills with two different account numbers. I went online and saw that we actually had 4 different accounts with different numbers on our owner's page!!
When I called, the 1st person I spoke with had no more idea than I what the problem was. I waited on hold for 40 minutes for a supervisor.
This is the problem: We have 1 week in trust and 2 weeks in our names. All three weeks were purchased from Marriott. The Marriott accounting system now recognizes them as different owners. However, on both statements we are listed as Premier status. The supervisor also said that all three units show up in the two accounts for which we received bills. She could see the 4 different accounts, but had no explanation for it. She said we had to pay both fees to be members of the DC. I balked and said absolutely not, when I joined last August no one said one word about this. She then said as a courtesy, this year she would waive one of the fees, but if they are not all listed the same next year, we will have to pay two fees. At that point she had pushed the final button, making me feel like I should be grateful to her. I told her I did not appreciate her attitude that she was "doing me a favor" and asked where in writing is this explained. Her tone changed and she sheepishly explained that she did not know if it was in writing and that they had been informed a couple of weeks ago of this new "policy" to charge two fees if the weeks are not deeded exactly the same. I told her I realized she is not personally to blame for the unorganized, poorly executed way the Destinations Club was rolled out, but she is the only person I can voice my complaints to. I went on to let her know how sorely disappointed we are with Marriott and the way they have handled the transition to the Destination Club program.
We have intended to put them all in our trust, but have never gotten around to it. This is the prod we needed. So to avoid more of the same next year, we will do it. I am just so sad that Marriott has become such a disorganized company and seems to be flying by the seat of their pants. I was one of their biggest cheerleaders 10 years ago. Not anymore.
When I called, the 1st person I spoke with had no more idea than I what the problem was. I waited on hold for 40 minutes for a supervisor.This is the problem: We have 1 week in trust and 2 weeks in our names. All three weeks were purchased from Marriott. The Marriott accounting system now recognizes them as different owners. However, on both statements we are listed as Premier status. The supervisor also said that all three units show up in the two accounts for which we received bills. She could see the 4 different accounts, but had no explanation for it.
She said we had to pay both fees to be members of the DC. I balked and said absolutely not, when I joined last August no one said one word about this. She then said as a courtesy, this year she would waive one of the fees, but if they are not all listed the same next year, we will have to pay two fees. At that point she had pushed the final button, making me feel like I should be grateful to her. I told her I did not appreciate her attitude that she was "doing me a favor" and asked where in writing is this explained. Her tone changed and she sheepishly explained that she did not know if it was in writing and that they had been informed a couple of weeks ago of this new "policy" to charge two fees if the weeks are not deeded exactly the same. I told her I realized she is not personally to blame for the unorganized, poorly executed way the Destinations Club was rolled out, but she is the only person I can voice my complaints to. I went on to let her know how sorely disappointed we are with Marriott and the way they have handled the transition to the Destination Club program. We have intended to put them all in our trust, but have never gotten around to it. This is the prod we needed. So to avoid more of the same next year, we will do it. I am just so sad that Marriott has become such a disorganized company and seems to be flying by the seat of their pants. I was one of their biggest cheerleaders 10 years ago. Not anymore.
