Furious with Marriott

[rsackett]

So are you still furious with Marriott...

George

Furious, no. Disappointed yes. I do not understand how Marriott's system can make a reservation that is confirmed in my account disappear when I make a new reservation on-line, and then have no record of the first one even existing. Their automated system needs help. On top of that have the Titanium line say "there is nothing I can do" is unacceptable. They could have done exactly what the reservation specialist at Cypress Harbour did, or at the very least started the process for me with some type of trackable complaint.

Ray

 

[Steve Fatula]

Sadly, not too surprising when it comes to Marriott "IT" department.

 

[dioxide45]

Consider that Marriott's back end reservation system is from the 1970s. When they bought Starwood, they had the chance to switch over to a newer and more modern system but decided to stick with their own legacy reservation system instead.

 

[Steve Fatula]

Consider that Marriott's back end reservation system is from the 1970s. When they bought Starwood, they had the chance to switch over to a newer and more modern system but decided to stick with their own legacy reservation system instead.

Being a retired IT guy, so typical. I am sure they didn't want all that extra work to learn. So instead, they get an ever increasing number of problems to deal with esp. as the brand grows and things change, lol.

 

[Big Matt]

I was in charge of building a reservation system for a client. They are NOT complex. It is basically a calendar that connects to rooms that connects to prices. Then it connects to people who want to reserve the room(s) and you assign a reservation number. Things like codes just change the price. I will say that the reservation number is something that cannot or should not be changed in the system. When a reservation is cancelled, the system won't automatically create another one with the old number. That's the point of them being a unique number. Anyway.....

 

[A2Holly]

I just need to vent.

I bought an inexpensive Getaway week from Interval for Marriott's Cypress Harbour Villas in Orlando in February. I entered my reservation on Marriott.com and it showed up fine. Due to airline prices We are going down a day early, so I needed a one night reservation. I had made one at a Residence Inn in February.

Today looking on Marriott today I found a one night stay was available at Cypress Harbour for the night I needed using points and I had a one night certificate that was expiring August first. So I canceled the reservation I had at the RI and confirmed the one night using my 35,000 point certificate. I figured all was good, boy was I wrong!!

Somehow Marriott assigned the confirmation number from my 7 night Getaway to the one night stay and canceled the 7 night stay I bought From Interval! I am Lifetime Titanium and called the Titanium line immediately. At first they said I had modified the 7 night stay, I explained what I had done and that I did not cancel or modify anything. Their answer was "I don't know what happened, and I can't do anything to fix it. You need to call Interval and see if they can give you your week back."!!!!

I called Interval and they insisted I still have my reservation at Cypress Harbour. I asked them to send the confirmation to Marriott again. Interval said they were sending it now but it will take 24 hours for Marriott to post it.

My concern is that my one night stay at Cypress Harbour is under the EXACT same reservation number that Interval has for the 7 night stay.

Is there anything else I should do? Should I cancel the one night reservation at Cypress Harbour so that reservation number is not being used? I do not understand how this happened.

Ray

We booked several weeks at Cypress Harbor: some through interval, some with points and some as an encore. The resort combined all of our weeks into one reservation with one reservation number so we did not have to move. Call the resort. This may be what happened.

 

[vacationlover2]

Marriott customer service is non-existent anymore.

 

[wrk2travelalot]

I just need to vent.

I bought an inexpensive Getaway week from Interval for Marriott's Cypress Harbour Villas in Orlando in February. I entered my reservation on Marriott.com and it showed up fine. Due to airline prices We are going down a day early, so I needed a one night reservation. I had made one at a Residence Inn in February.

Today looking on Marriott today I found a one night stay was available at Cypress Harbour for the night I needed using points and I had a one night certificate that was expiring August first. So I canceled the reservation I had at the RI and confirmed the one night using my 35,000 point certificate. I figured all was good, boy was I wrong!!

Somehow Marriott assigned the confirmation number from my 7 night Getaway to the one night stay and canceled the 7 night stay I bought From Interval! I am Lifetime Titanium and called the Titanium line immediately. At first they said I had modified the 7 night stay, I explained what I had done and that I did not cancel or modify anything. Their answer was "I don't know what happened, and I can't do anything to fix it. You need to call Interval and see if they can give you your week back."!!!!

I called Interval and they insisted I still have my reservation at Cypress Harbour. I asked them to send the confirmation to Marriott again. Interval said they were sending it now but it will take 24 hours for Marriott to post it.

My concern is that my one night stay at Cypress Harbour is under the EXACT same reservation number that Interval has for the 7 night stay.

Is there anything else I should do? Should I cancel the one night reservation at Cypress Harbour so that reservation number is not being used? I do not understand how this happened.

Ray

We have had the same thing happen..so now I try to book one room using my first name and middle name..and the 7 days under my last name. That way both the computer and humans get it right. I have all three names on my pp

 

[OutAndAbout]

We booked several weeks at Cypress Harbor: some through interval, some with points and some as an encore. The resort combined all of our weeks into one reservation with one reservation number so we did not have to move. Call the resort. This may be what happened.

I don't understand why they combine reservations before checkin. We've had issues with this if we want to change the paid portion and can't do it online and have to call because they are now combined.

We all know forcing a call is a big waste of everyone's time.

 

[Dean]

I don't understand why they combine reservations before checkin. We've had issues with this if we want to change the paid portion and can't do it online and have to call because they are now combined.

We all know forcing a call is a big waste of everyone's time.

I assume they're doing so in preparation for room assignments. They'll also often combine 2 one week stays into one two week stays and similar where applicable.

 

[Big Matt]

It also helps them understand when the rooms turn for cleaning crews, etc.

 

[rthib]