Go-Koala- reservation in 2 weeks [and I still don't have the info to request the guest confirmation]

[needvaca]

I'm renting out my timeshare on Go-Koala, and it rented a couple weeks ago. I want to add the guest information, but Koala doesn't have it yet, only the guest name. Vistana requires me to enter name, address, phone to issue the guest cert. I keep emailing Koala to resolve and get the guest info, but they just keep telling me they don't have it and they'll give me the guest info when they get it. The reservation is 2 weeks away now! I'm getting very nervous and am afraid they may cancel this reservation and I'll lose out. I've had 4 other inquiries on Redweek that I could have taken. Ugh.
Any advice from those who have rented out through Koala?

 

[rickandcindy23]

When I got my confirmations that guests have reserved my weeks, I have always gotten guest information immediately, including address/ phone number. This is how it usually works. I think you can look at your pending reservation and actually see the information you need.

 

[chapjim]

I was in a similar position as OP. I begged and pleaded for the street address of the guest. I told Koala that I would cancel the reservation on Day 15 before check-in. They said don't, that they had payment from the guest so don't worry.

Not worrying inside Day 15 and not being paid is not in my DNA.

 

[needvaca]

no, this is the info I got. I check the website daily, and no update

• Name: actual name (To be confirmed)
• Email:guestcertificate@gmail.com
• Phone Number:+1-917-962-7556 [needvaca - I deleted this phone number because I thought it was the renter's number, and then added it back DM]
• Street:*To be provided- do not update the guest certificate yet*
• City/Town:
• State:
• Zip/Postcode:
• Country
• I checked and that is Go-Koala's phone # and email.

 

[needvaca]

I was in a similar position as OP. I begged and pleaded for the street address of the guest. I told Koala that I would cancel the reservation on Day 15 before check-in. They said don't, that they had payment from the guest so don't worry.

Not worrying inside Day 15 and not being paid is not in my DNA.

did they give you the info? did you get paid?

 

[MikeKennedy]

I'm renting out my timeshare on Go-Koala, and it rented a couple weeks ago. I want to add the guest information, but Koala doesn't have it yet, only the guest name. Vistana requires me to enter name, address, phone to issue the guest cert. I keep emailing Koala to resolve and get the guest info, but they just keep telling me they don't have it and they'll give me the guest info when they get it. The reservation is 2 weeks away now! I'm getting very nervous and am afraid they may cancel this reservation and I'll lose out. I've had 4 other inquiries on Redweek that I could have taken. Ugh.
Any advice from those who have rented out through Koala?

When I got my confirmations that guests have reserved my weeks, I have always gotten guest information immediately, including address/ phone number. This is how it usually works. I think you can look at your pending reservation and actually see the information you need.

@needvaca Hi Tracy! This is Mike with KOALA. I apologize on behalf of the latency with providing the guest's information. We understand your concerns but as our Customer Service team confirmed with you a few times -- the booking is confirmed, funds are collected and all our Hosts are paid accordingly. It occasionally takes us some time to collate the exact details with the guest to ensure we are providing accurate information and not creating any issues for the front desk or your rental. KOALA takes the consideration of cancellation policies from Host's bookings very seriously. Our cancellation policies are strictly enforced by us and set by Hosts (you). If the guest is past the cancellation window (they are in your case) you WILL be paid, unless you yourself cancel the reservation. Lastly, our job is ensure a successful check-in for you and your guest - which, I will note -- no other timeshare rental company does. That booking guarantee may seem unconventional now, but I assure you, it is good for this rental market long-term. Please feel free to reach out in the meantime if you have any other concerns.

Regards,
Mike

 

[needvaca]

@needvaca Hi Tracy! This is Mike with KOALA. I apologize on behalf of the latency with providing the guest's information. We understand your concerns but as our Customer Service team confirmed with you a few times -- the booking is confirmed, funds are collected and all our Hosts are paid accordingly. It occasionally takes us some time to collate the exact details with the guest to ensure we are providing accurate information and not creating any issues for the front desk or your rental. KOALA takes the consideration of cancellation policies from Host's bookings very seriously. Our cancellation policies are strictly enforced by us and set by Hosts (you). If the guest is past the cancellation window (they are in your case) you WILL be paid, unless you yourself cancel the reservation. Lastly, our job is ensure a successful check-in for you and your guest - which, I will note -- no other timeshare rental company does. That booking guarantee may seem unconventional now, but I assure you, it is good for this rental market long-term. Please feel free to reach out in the meantime if you have any other concerns.

Regards,
Mike

Mike- Thanks! I just got a call back from your customer service rep, and she just confirmed and gave me the full guest information! Very good. I feel much better now that I can issue the guest cert. With a very full-time job, I didn't have time to keep monitoring my email, hoping for guest info to come through.
Thanks again.

 

[chapjim]

no, this is the info I got. I check the website daily, and no update

• Name: actual name (To be confirmed)
• Email:guestcertificate@gmail.com
• Phone Number:+1-917-962-7556
• Street:*To be provided- do not update the guest certificate yet*
• City/Town:
• State:
• Zip/Postcode:
• Country:

I checked and that is Go-Koala's phone # and email.

Same as I said. The only thing you need is a street address. Guest certificates go to Koala for Koala to pass on to their client. Thousands of texts will go to that phone number. Again, a matter between Koala and their client.

Koala understands privity of contract.

 

[MikeKennedy]

Mike- Thanks! I just got a call back from your customer service rep, and she just confirmed and gave me the full guest information! Very good. I feel much better now that I can issue the guest cert. With a very full-time job, I didn't have time to keep monitoring my email, hoping for guest info to come through.
Thanks again.

@needvaca -- You're very welcome Tracy and totally understandable. Add to that we are a young company so I recognize the value in building trust. Thank you for your patience here - much appreciated.

 

[chapjim]

did they give you the info? did you get paid?

Yes to both. But on their timeline, not mine.

I cancel Wyndham reservations at Day 15 if I haven't been paid and my renters know that. It doesn't become an issue. Koala has already been paid and if there is a dispute between Koala and the renter, Koala deals with it.

 

[emeryjre]

When I am a renting a unit at VRBO, (renting my unit to someone else), I only receive name, phone number and email of the person renting the unit. I have always contacted the incoming renter directly and introduce myself as the owner. I let them know that I do not have all the information necessary to complete the transaction. I explain that the front desk at the resort will want to verify their identification to make sure they are who they are supposed to be letting into the unit. Out of 12 rentals, only one person was hesitant to give me the information at first. Everybody else gave me the information within 24 hours and I was able to complete the name change and have the confirmation sent directly to the renter from the Vistana web site. Also told renter that they could contact the front desk and verify the validity of the reservation and ask questions.

I guess the point is, I do not wait for VRBO to get me the information. At this point I do not get paid until 24 hours after the check in date. Same as Go-Koala payment plan.

 

[chapjim]

When I am a renting a unit at VRBO, (renting my unit to someone else), I only receive name, phone number and email of the person renting the unit. I have always contacted the incoming renter directly and introduce myself as the owner. I let them know that I do not have all the information necessary to complete the transaction. I explain that the front desk at the resort will want to verify their identification to make sure they are who they are supposed to be letting into the unit. Out of 12 rentals, only one person was hesitant to give me the information at first. Everybody else gave me the information within 24 hours and I was able to complete the name change and have the confirmation sent directly to the renter from the Vistana web site. Also told renter that they could contact the front desk and verify the validity of the reservation and ask questions.

I guess the point is, I do not wait for VRBO to get me the information. At this point I do not get paid until 24 hours after the check in date. Same as Go-Koala payment plan.

That's a difference between VRBO and Koala. With Koala, you have no choice but to wait.

 

[CO skier]

Mike- Thanks! I just got a call back from your customer service rep, and she just confirmed and gave me the full guest information! Very good. I feel much better now that I can issue the guest cert. With a very full-time job, I didn't have time to keep monitoring my email, hoping for guest info to come through.
Thanks again.

If this works for a "squeaky wheel on TUG" why is it not Koala company policy?

I am not a renter, but if I were, to even consider any third-party site, I would expect to be paid before the 30-day cancellation period for a WorldMark reservation, like any private arrangement. There is NO WAY I would trust to be paid after that time by a third party, so that I, as the owner, would not be left holding the bag for a late cancellation. I doubt there is any third-party site that could meet my expectations.

Renters, use common sense and beware.

This was only reinforced by the threads last year where AirBnB refunded strict cancellations when Covid-19 happened and owners with fixed weeks were left holding the bag.

 

[dioxide45]

If this works for a "squeaky wheel on TUG" why is it not Koala company policy?

I am not a renter, but if I were, to even consider any third-party site, I would expect to be paid before the 30-day cancellation period for a WorldMark reservation, like any private arrangement. There is NO WAY I would trust to be paid after that time by a third party, so that I, as the owner, would not be left holding the bag for a late cancellation. I doubt there is any third-party site that could meet my expectations.

Renters, use common sense and beware.

This was only reinforced by the threads last year where AirBnB refunded strict cancellations when Covid-19 happened and owners with fixed weeks were left holding the bag.

It is how the modern traveler expects to pay for travel. If you were a renter, would you be comfortable to rent a week 100% paid upfront? You might, but most don't and certainly not the target market that KOALA is marketing to. In reality, you should be able to gertner a higher rental rate vs the guy that wants 100% upfront.

 

[DeniseM]

Correction: On the Vistana guest confirmation template, you only need the primary guest's name, city and state, and the number of adults and children, which you can just enter as the occupancy maximum. Those are the boxes with *.

Also - Vistana's cancellation deadine is 61 days before check-in.

 

[CO skier]

It is how the modern traveler expects to pay for travel. If you were a renter, would you be comfortable to rent a week 100% paid upfront?

If a third-party rental site cannot guarantee me a 100% chance of checking into my reservation, what good are they? I might as well cutout the middleman, and rent from (and trust) the owner.

would you be comfortable to rent a week 100% paid upfront? You might, but most don't and certainly not the target market that KOALA is marketing to. In reality, you should be able to gertner a higher rental rate vs the guy that wants 100% upfront.

What are you suggesting? Is Koala not being paid 100% upfront from modern day travelers for strict cancellation reservations? That is a business doomed to failure.

If Koala is being paid upfront for reservations with a strict cancellation policy, why are they delaying the guest information to renters, and why are they delaying the payment to renters past the cancellation date, when the owner assumes all risks of cancellation?

 

[CO skier]

Correction: On the Vistana guest confirmation template,

Correction to what? I do not see anything about Vistana in this thread.

 

[DeniseM]

Then you didn't read the first post very carefully:

Vistana requires me to enter name, address, phone to issue the guest cert. I keep emailing Koala to resolve and get the guest info, but they just keep telling me they don't have it and they'll give me the guest info when they get it.

 

[CO skier]

Then you didn't read the first post very carefully:

Fair enough, but what is the OP supposed to enter in the form when they have no information? No, name, no city, no state?

 

[dioxide45]

If a third-party rental site cannot guarantee me a 100% chance of checking into my reservation, what good are they? I might as well cutout the middleman, and rent from (and trust) the owner.



What are you suggesting? Is Koala not being paid 100% upfront from modern day travelers for strict cancellation reservations? That is a business doomed to failure.

If Koala is being paid upfront for reservations with a strict cancellation policy, why are they delaying the guest information to renters, and why are they delaying the payment to renters past the cancellation date, when the owner assumes all risks of cancellation?

The risk is that the owner cancels the reservation at some point in time, even after the cancellation deadline. Or perhaps they show up instead to use the stay, perhaps they change the guest name to someone else that they rented to on the side. There are reasons that AirBnB and Vrbo utilize the same practices.

 

[DeniseM]

Fair enough, but what is the OP supposed to enter in the form when they have no information? No, name, no city, no state?

It might be helpful to the OP, or other Vistana owners, to know that you don't actually need much info for the guest confirmation, so I was clarifying the actual requirements. And if the OP had to call the guest's phone number to get the info, it might be easier to get just city and state, rather than complete address.

That reminds me of a funny story: I once had a renter in another state refuse to give me her home address because she didn't want to, "put her children at risk." As if her home address wasn't already on every business contact she has, and all over the internet. What a goof ball!

 

[CO skier]

The risk is that the owner cancels the reservation at some point in time, even after the cancellation deadline. Or perhaps they show up instead to use the stay, perhaps they change the guest name to someone else that they rented to on the side. There are reasons that AirBnB and Vrbo utilize the same practices.

That is exactly why I would NEVER surrender control of my reservation to a third party without payment. A renter shows up for a week, then complains about bedbugs (real, or probably not) and wants a complete refund. Easy for the third-party site to issue a refund, and I am out the maintenance fees.

Covid-19 happens under a strict cancellation policy. How is that my fault as someone who rented their fixed week, expecting to get paid, and is left holding the bag? You can bet the outcome would be different under my non-cancellation policy, because at the time the money entered my bank account, the risk is on the renter, not me. If something happens that I am fully refunded by my timeshare, then sure, a full refund to my guest is obligated. Third-party sites do not require a full refund to the owner to issue a full refund to their renter.

Third-party sites, like Koala, want it both ways; they gain control of the reservation and collect the rental money, while the owner is still fully exposed to any risk, until after the rental is completed without complaint.

Like I wrote, not a timeshare owner who rents, but if I was, this is no arrangement I would want to be a part of.

 

[CO skier]

And if the OP had to call the guest's phone number to get the info,

That was the problem, the OP had NO guest information, and Koala supplied only Koala's phone number and email address. Not at all helpful.

 

[DeniseM]

CO skier - have a good evening

 

[CO skier]

CO skier - have a good evening

I guess Both of us had to read all of the posts carefully.