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Got to LOVE those calls from guests when checking into my Fixed Deeded Week ... and..

vacationhopeful

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Someone else is sleeping in the unit.

I own a fixed week or 2. It is like a CARDINAL SIN to place ANY guest into someone's "fixed deeded week and unit".

So I own a very desirable unit in Pompano ... a southeast corner unit with a clear view of the ocean and LOTS of sun on both balconies. My guests try to check in at 10PM and the front desk is telling that unit is occupied. So the guest calls me ... ain't cell phones great! The front desk person has NO IDEA how that family got placed in my unit ... claiming the "download" was late.

I reminded her, the down load of reservations is a BLACK HOLE for my F/W unit ... it shows NO ONE as it is a FIXED WEEK handled by the resort onsite. Just because THE POINTS system shows the unit as NOT ASSIGNED/NO GUEST does NOT mean anything ... RULE 1 is, no reassigning units because the points system has NO GUEST. RULE 2 is ask if that unit is still a fixed week. Rule 3 is, there is NOT an empty unit at any Wyndham resort in South Florida in February

So, the supervisor is another Universal Agent ... (coded word is timeshare sales person). AND this is LATE FEBRUARY ... you all haven't learned NOT to swap units of F/W owners for whining points owners?

Waiting for the next phone call ... who will be waking me up ... my guests or the resort manager?
 

CruiseGuy

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Wait. You mean there's timeshare employees in the Pompano Beach area that haven't learned that you don't screw with Linda and her fixed week units?! Dayum grrrl. Even the timeshare owners and their guests know this. :rofl:
 

vacationhopeful

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Told the 3-11P front desk person last night to compensate my guests with a LEAST a $100 gift card. Told my guest the same. He asked for at least the $100 Gift Card and was told, "Sure if you go to an Owner's Update" .. via my 11:23PM email he sent me. PISSED HIM OFF EVEN MORE!

Owner Care is on my list now, too.

In his midnight time frame email ... he told me the unit number he was assigned ... 201. Let's see, that is next to the parking parking garage, above the picnic area of the pool, too low to see anything due to palm trees (like the 5th floor ocean view he would have in MY UNIT), and noisy with all the pool noise. And above the SMOKING AREA ... wait til he figures that out.
 

Sugarcubesea

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That is horrible that they made your guest sit thru a presentation to get the $100... I'm so dam mean spirited that I would have told the manager that suggested this, sure I can not wait to go in and chat and let everyone within earshot know how badly I have been treated so far.


Told the 3-11P front desk person last night to compensate my guests with a LEAST a $100 gift card. Told my guest the same. He asked for at least the $100 Gift Card and was told, "Sure if you go to an Owner's Update" .. via my 11:23PM email he sent me. PISSED HIM OFF EVEN MORE!

Owner Care is on my list now, too.

In his midnight time frame email ... he told me the unit number he was assigned ... 201. Let's see, that is next to the parking parking garage, above the picnic area of the pool, too low to see anything due to palm trees (like the 5th floor ocean view he would have in MY UNIT), and noisy with all the pool noise. And above the SMOKING AREA ... wait til he figures that out.
 

vacationhopeful

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That is horrible that they made your guest sit thru a presentation to get the $100... I'm so dam mean spirited that I would have told the manager that suggested this, sure I can not wait to go in and chat and let everyone within earshot know how badly I have been treated so far.

This 'suggestion' to my guests to get a $100 gift card was "sure, we can arrange that when you go to the owner's update" was like fanning the flames of the fire with gasoline. Even non-owners KNOW what an "UPDATE" is.

Universal Front Desk Agent ... what a crock!
 

WinniWoman

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Wow! Just unbelievable! But they are messing with the wrong owner!
 

am1

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Wow! Just unbelievable! But they are messing with the wrong owner!

Does it really matter who the owner is? Very little will happen to resolve the issue. It will not be satisfactory to the owner or guest.
 

vacationhopeful

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Okay ... last couple of phone calls.

7AM phone call to the Daytime front desk staff ... you need to call back at 9AM for the supervisor.

Called at 9AM .. supervisor is not yet in ... they should be here by 10AM.

So, I call the 1-800 Owner Care number in the Club Wyndham Member' Directory. They are open 9AM-7PM(?) M-Sat except they ONLY take care of POINTS issues.

They gave me another phone number which is open Mon-Fri Eastern time of 8AM-8PM for Owner Care and Owner Fixed Week for South Florida Resorts and Reservations ... (954) 590 2185.

Lot of good that does for FRI after 4PM checkin ... and the entire weekend.

9:40 AM - the resort person has another 20 minutes to show up. This must be the manager .. not on a "must work" schedule as different times are given based on the "NOT HERE. Will be here at x hour."
 

spackler

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Isn't this technically a trespassing issue? You own the property, and an uninvited guest is on your property.
 

vacationhopeful

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In the past, if ANY of my resorts call/email in advance and put forth a request to reassign my inbound guest to a different unit .. I will listen to their suggestion/offer.

But this "lost" unit ONLY seems to occur at Wyndham Santa Barbara and ONLY when the Front Desk staff has been totally changed to "newbies". Yes, it has happen before ... except the staff member was trying to update from my Guest Letter .. before my guest arrived. Not with the guest standing in front of them.

And in that situation, the staff member's frustration was more of her concern ... she knew me by face and when I told her and describe myself ... she relaxed and listen to what I was saying ... "You are in the points reservation system. You need to find the Fixed Week Ownership system. Call another senior front desk staff member or call Sea Gardens or Palm Aire."

And I am also unhappy with the attitude of sending my unhappy guest to an "owner's update" for "compensation" due to lost of their vacation time.

HOA meeting is THURSDAY at 4PM Feb 25 at the resort. Going to check flights.
 

presley

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Isn't this technically a trespassing issue? You own the property, and an uninvited guest is on your property.

I was thinking the same thing. The resort has to move the person that they put in your unit today. Anything less than that is criminal.
 

dioxide45

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Isn't this technically a trespassing issue? You own the property, and an uninvited guest is on your property.

I was thinking the same thing. The resort has to move the person that they put in your unit today. Anything less than that is criminal.

Not sure that the guest could be arrested for trespassing. Obviously resort management is responsible for placing guests in to units. If the guest refuses to leave, they could evict try to evict them. Though the guest staying in the unit has really done nothing wrong. Sure they probably complained about a crappy unit placement, but the resort was happy to oblige and place them in the OPs unit. All the front desk agents fault.
 

presley

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Not sure that the guest could be arrested for trespassing. Obviously resort management is responsible for placing guests in to units. If the guest refuses to leave, they could evict try to evict them. Though the guest staying in the unit has really done nothing wrong. Sure they probably complained about a crappy unit placement, but the resort was happy to oblige and place them in the OPs unit. All the front desk agents fault.

Yes. I was referring to the resort staff.
 

vacationhopeful

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Last round of phone calls to the players at the Santa Barbara resort.

Called the 201 unit. My guests are still waiting to be moved.

Call my 509 unit. Phone gets answered by Maintenance guy. He is checking unit for being prepared for guest. He has found it ready and will notifying front desk as "READY" as soon as we hang up.

Call back to the 201 unit. Inform guest of status. Ask if he needs assistance to move. YES. (see note below about comments made to him last night).

Call front desk and ask if unit is ready? YES. Guests in 201 would like assistance in moving directly to unit and then will complete paperwork at Front Desk.

13 hours after they arrive at the resort ... they are finally getting moved to my unit. If they had arrived AFTER 11PM ... a security guard would NOT have had a key card package ready for them. They would have maybe been sent over to Royal Vista or given the cold shoulder .. telling to call whoever you got the unit from.

NOTE:
According to my guest: While he and wife were trying to check in ... the staff made multiple "not so nice comments" about me sending all these GUESTS to the resort and how confusing it all is with all these emails. It took them awhile to FIND my guest letter even though my client had one in his hand... but they finally found it on their computer. DUH?
 

WinniWoman

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Does it really matter who the owner is? Very little will happen to resolve the issue. It will not be satisfactory to the owner or guest.

QUOTE:"Last round of phone calls to the players at the Santa Barbara resort.

Called the 201 unit. My guests are still waiting to be moved.

Call my 509 unit. Phone gets answered by Maintenance guy. He is checking unit for being prepared for guest. He has found it ready and will notifying front desk as "READY" as soon as we hang up.

Call back to the 201 unit. Inform guest of status. Ask if he needs assistance to move. YES. (see note below about comments made to him last night).

Call front desk and ask if unit is ready? YES. Guests in 201 would like assistance in moving directly to unit and then will complete paperwork at Front Desk.

13 hours after they arrive at the resort ... they are finally getting moved to my unit. If they had arrived AFTER 11PM ... a security guard would NOT have had a key card package ready for them. They would have maybe been sent over to Royal Vista or given the cold shoulder .. telling to call whoever you got the unit from.

NOTE:
According to my guest: While he and wife were trying to check in ... the staff made multiple "not so nice comments" about me sending all these GUESTS to the resort and how confusing it all is with all these emails. It took them awhile to FIND my guest letter even though my client had one in his hand... but they finally found it on their computer. DUH?
February 20, 2016 10:34 AM"

END QUOTE






Well, see what I mean! Good goin' Linda! :clap:
 
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am1

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I am very surprised the resort was able to get the other party to move. Maybe they were checking out any ways. I would not be happy being told I had to move so someone else could check in. But understand why the guests were assigned to the unit would want to check in. It becomes a situation where no one is happy.
 

dioxide45

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What about the $100 compensation? Any word on that?
 

pedro47

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To the OP, A winner never quits and a person who quits never wins. You are truly a "Winner" and thanks for fighting and knocking out the resort staff.

Love It.
 

vacationhopeful

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<snip>. Obviously resort management is responsible for placing guests in to units. If the guest refuses to leave, they could evict try to evict them. Though the guest staying in the unit has really done nothing wrong. Sure they probably complained about a crappy unit placement, but the resort was happy to oblige and place them in the OPs unit. All the front desk agents fault.

<snip>
NOTE:
According to my guest: While he and wife were trying to check in ... the staff made multiple "not so nice comments" about me sending all these GUESTS to the resort and how confusing it all is with all these emails. It took them awhile to FIND my guest letter even though my client had one in his hand... but they finally found it on their computer. DUH?

I am very surprised the resort was able to get the other party to move. Maybe they were checking out any ways. I would not be happy being told I had to move so someone else could check in. But understand why the guests were assigned to the unit would want to check in. It becomes a situation where no one is happy.

There are definite front end resort staffing issues HERE, IMHO. Was this an inside job ...as in a freebie to a friend? Or a 'tip given' for a better unit & view? A multi-week stay over NOT moving? I was surprised that the unit got cleaned SO FAST as it was done just a little over an hour from the 10AM check out time.

I sometimes call my deeded units and ask for "Linda" ... did that the last time when Sea Gardens placed an Extra Holidays guest in my Ocean Palms unit. Simply called the unit and the guy answering told me "no Linda", "know no Linda" and "rented the place thru Extra Holidays" to my questions. And I appeared several days later asking a question during the Q&A of the annual HOA meeting "Where was the rental agreement?" and "where is all my money as you all had no CONTRACT to rent my unit"? Dang .. 5 seconds after asking my questions, the HOA meeting ended with the area VP screaming from the floor, "motion to close" and another employee answering "second" and the board saying "meeting adjourned" ... 10-15 "mega-million point" owners gather around me, asking "What happened?" as the assistant resort manager trying to drag me off.

HOA meeting is this coming Thursday ... same VP in the area. Looks like RT flights are in the $180-220 range. And I have an empty in Ft Lauderdale.
 
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DaveNV

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HOA meeting is this coming Thursday ... same VP in the area. Looks like RT flights are in the $180-220 range. And I have an empty in Ft Lauderdale.



Go get 'em, Linda! This is seriously screwed up!

Dave
 

vacationhopeful

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My guest received an Free Week Stay coupon for a vacation via using his RCI Points? DUH?

He is not an RCI Points member or an RCI Weeks member ... he owns no timeshares.

He did receive a $50 VISA Gift Card ... better than nothing.

He appears to have calmed down .. I guess enjoying his view helps ALOT. I asked if he wanted to attend the HOA meeting at 4PM at the resort on Thursday .. told him I would send him a proxy to vote (attend) the meeting if he did .. so he could ask WHAT HAPPEN; HOW COULD THAT HAPPEN? Will redress that today or tomorrow with him ... he might just like talking to some of the other owners... and bitching. But I hope he and wife really just enjoy their vacation ... instead of getting spun up again.

Almost forgot ... resort manager (female of India/Pakistan origin) .. the new one of 2 months got removed/gone at the beginning of February. That was who told me where to send the Guest Letters in late December ... that email address/password went bye-bye with her. However, the FRONT DESK staff still did NOT have known what to do ... as they were only checking the Points Reservation System for inbound Guests.

So another new resort manager who appears to be a Universal Agent type and more along the lines of all the supervisors in the marketing area ... annoyed my guest. My guest realizes the front desk is staff by the 'pretty' people ... who biggest goal is to get him and wife to a sales meeting ... at Palm Aire.

Does anyone know WHY there and not the 9th floor at Royal Vista ... just across the street?
 
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pedro47

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My guest received an Free Week Stay coupon for a vacation via using his RCI Points? DUH?

He is not an RCI Points member or an RCI Weeks member ... he owns no timeshares.

He did receive a $50 VISA Gift Card ... better than nothing.

He appears to have calmed down .. I guess enjoying his view helps ALOT. I asked if he wanted to attend the HOA meeting at 4PM at the resort on Thursday .. told him I would send him a proxy to vote (attend) the meeting if he did .. so he could ask WHAT HAPPEN; HOW COULD THAT HAPPEN? Will redress that today or tomorrow with him ... he might just like talking to some of the other owners... and bitching. But I hope he and wife really just enjoy their vacation ... instead of getting spun up again.

Almost forgot ... resort manager (female of India/Pakistan origin) .. the new one of 2 months got removed/gone at the beginning of February. That was who told me where to send the Guest Letters in late December ... that email address/password went bye-bye with her. However, the FRONT DESK staff still did NOT have known what to do ... as they were only checking the Points Reservation System for inbound Guests.

So another new resort manager who appears to be a Universal Agent type and more along the lines of all the supervisors in the marketing area ... annoyed my guest. My guest realizes the front desk is staff by the 'pretty' people ... who biggest goal is to get him and wife to a sales meeting ... at Palm Aire.

Does anyone know WHY there and not the 9th floor at Royal Vista ... just across the street?

You did an outstanding job for your guest. Your score is a solid Ten (10).
 

scootr5

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It shouldn't be this hard.

I have a guest checking in at Avenue Plaza today, two units (one for four nights, and one for 3). I put the reservations in his name in April, I called the resort two weeks ago to verify they had him as an inbound guest. I was told they had his name and mine listed, and everything was good.

Guest arrives today, and they tell him the reservations are in my name, and I have to be there to check in. He puts the front desk on the phone, and they tell me I have to call Interval and get a guest certificate. :roll eyes: I point out the Interval has nothing to do with these, they are not points reservations, they are on the weeks side. They then tell me I have to call guest services and get guest certificates for them. I emailed the desk copies of the guest confirmations that my guest had in hand. I ended up having to call the weeks reservation department and get it straightened out.

Good thing it wasn't a Saturday, because they have no way to talk to them on the weekend.
 
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