What will they comp you for the mistake
tugbbs.com
They were supposed to be refreshing that unit (1704) this year. Could you post some pictures of the interior?So I did have a chat with the current Guest Services Director Andrea Segovia. I was polite, she was very gracious and understanding. I showed her what we see when we book and she explained it doesn't show up to them like that. They see it more like the 2nd list that I captured briefly on the HGVC website, where it only shows types, but NOT the number -1 or -2 after the types, which is actually tied to individual rooms.
Getting into The Quin Penthouses
They seem to be full of excuses. Quin blaming HGVC and HGCV blaming Quin. They refuse to move me into what I booked. I suspect an inside job at this point.
She explained that the system they see is basically blind to which booking is done on the website, they only see SPH they do not see SPH-1 or SPH-2 in the booking. So basically the first booking in an SPH unit type (regardless of whether or not they booked the 1 or the 2 version on the HGVC website), the first one that comes along they only see it as SPH so they will put that into the NON ADA unit, the second booking that comes, there is only an ADA unit left, tough, they will place that person in the remaining unit.
I tried in advance to have them stitched, HGVC refused and the Quin refused, both saying the other controlled that. So trying to fix it in advance of my arrival did not work. So when I arrived and discussed this with her, the other unit occupants had already arrived and checkin. So no swap was even available at that time.
So I asked why me, was it owner vs non-owner, was it guest vs owner, she assured me it was none of that. I am an Elite HGVC but my membership still have my long divorced EX on as the lead name, and HGVC reservation only shows the lead name on the reservation, they have to go to a second screen to find the second persons name of the membership. I am just tired of having to remember to do that, so I switch it to my name, which it allows me to do at no cost, BUT and here is he but, the resort see that as a guest NOT as an owner. Stupid. So I was trying to figure out Guest vs Owner, one who even owns at the Quin. She claims it was not, but I was still in the room I didn't think I actually booked.
I did have her confirm that the booking they put into 1703 was a booking that was made the day before mine, with the exact 2 night stay days that I booked, and despite them having booked the SPH-2 unit on the website, they put them into the Non ADA SPH-1 room. So when I booked the next day, I got the ADA unit that was the only one remaining.
So beware. They are not recognizing the same info that we are booking into.
There were very kind and offered to move me on my 2nd night to a 1 BR PH instead of my studio. I wasn't expecting that, and that did make up for the less than expected situation. I accepted, and the 1704 unit which is the corner unit is lovely. Just wish is would stop raining now, so I can enjoy it. The reason that was even possible was that unit was unoccupied as of today, and no bookings had been made for it.
If nothing else, that's quite the interesting name. Wonder if she's related?
I've been trying to upload my 1703 SPH pics but so far they don't seem to be loading into the Balcony sticky... I also need to get Brian my video of 1703 walkthrough... will see if I can get that this week!
Sorry, you had all these issues but glad they made it right for you...So I did have a chat with the current Guest Services Director Andrea Segovia. I was polite, she was very gracious and understanding. I showed her what we see when we book and she explained it doesn't show up to them like that. They see it more like the 2nd list that I captured briefly on the HGVC website, where it only shows types, but NOT the number -1 or -2 after the types, which is actually tied to individual rooms.
Getting into The Quin Penthouses
They seem to be full of excuses. Quin blaming HGVC and HGCV blaming Quin. They refuse to move me into what I booked. I suspect an inside job at this point.
She explained that the system they see is basically blind to which booking is done on the website, they only see SPH they do not see SPH-1 or SPH-2 in the booking. So basically the first booking in an SPH unit type (regardless of whether or not they booked the 1 or the 2 version on the HGVC website), the first one that comes along they only see it as SPH so they will put that into the NON ADA unit, the second booking that comes, there is only an ADA unit left, tough, they will place that person in the remaining unit.
I tried in advance to have them stitched, HGVC refused and the Quin refused, both saying the other controlled that. So trying to fix it in advance of my arrival did not work. So when I arrived and discussed this with her, the other unit occupants had already arrived and checked in. So no swap was even available at that time.
So I asked why me, was it owner vs non-owner, was it guest vs owner, she assured me it was none of that. I am an Elite HGVC but my membership still have my long divorced EX on as the lead name, and HGVC reservation only shows the lead name on the reservation, they have to go to a second screen to find the second persons name of the membership. I am just tired of having to remember to do that, so I switch it to my name, which it allows me to do at no cost, BUT and here is the but, the resort see that as a guest NOT as an owner. or so I am told but most of the front desks that I book into. Stupid. So I was trying to figure out Guest vs Owner, one who even owns at the Quin. She claims it was not, but I was still in the room I didn't think I actually booked.
I did have her confirm that the booking they put into 1703 was a booking that was made the day before mine, with the exact 2 night stay days that I booked, and despite them having booked the SPH-2 unit on the website, they put them into the Non ADA SPH-1 room. So when I booked the next day, I got the ADA unit that was the only one remaining.
So beware. They are not recognizing the same info that we are booking into.
There were very kind and offered to move me on my 2nd night to a 1 BR PH instead of my studio. I wasn't expecting that, and that did make up for the less than expected situation. I accepted, and the 1704 unit which is the corner unit is lovely. Just wish it would stop raining now, so I can enjoy it. The reason that was even possible was that unit was unoccupied as of today, and no bookings had been made for it.
