Had to Talk to 2 CSRs to add 1 Day

[Talent312]

I'm walking a booking by adding 1 day at a time. I got the old issue of it showing available online, but not bookable online. So I called. This is where it became almost comical...

The first rep said he could do that, but not for the same unit. He'd have to change unit types. What? When I challenged that he offered to connect me to "the club." Whatever, dude.

So the phone rang thru to another rep who said sure, not a problem, and made it happen. I didn't ask, but I'm guessing 1st guy was a greenhorn thrown in as a screener, and the 2nd guy more experienced in dealing with the situation.
',

 

[4TimeAway]

Is walking the only way? No cost to keep calling in?

 

[HuskerATL]

Is walking the only way? No cost to keep calling in?

No cost. You can call in each day and have them add the day.

 

[Talent312]

Is walking the only way? No cost to keep calling in?

If the website shows that same type unit is available throughout the period you want, then you should be able to add a day online. The problem is that, if the unit type is booked up on 1 or more days (likely by you), the system won't cooperate and you have to call it in.

You say: "The website shows the day is available, but won't let me book it."
As long as you point out that it's the website's fault, they'll do it for free

 

[HuskerATL]

It typically works fine online but there are these random glitches. I have walked many but then this will happen and I have to call CS... Pain in the rear..

 

[Wgk101]

I started walking a reservation that showed the entire week was available. On the 6th day the availability for the last two days disappeared. I called in and asked how 2 days could disappear if no one could book them. I was told that a person could jump in and take them. I asked to speak to a supervisor and after a short hold they came back on and said there was availablity and had added the day. The last day, again no availablity. I called in again and the agent said it was showing as available and booked the last day. He then said there is a glitch that sometimes happens on the website that it doesn’t show availability, that they know about it and are working on it.

 

[HuskerATL]

I started walking a reservation that showed the entire week was available. On the 6th day the availability for the last two days disappeared. I called in and asked how 2 days could disappear if no one could book them. I was told that a person could jump in and take them. I asked to speak to a supervisor and after a short hold they came back on and said there was availablity and had added the day. The last day, again no availablity. I called in again and the agent said it was showing as available and booked the last day. He then said there is a glitch that sometimes happens on the website that it doesn’t show availability, that they know about it and are working on it.

yep...usually, it will show availability through the new reservation screen but not on the change reservation screen. Maybe it is HGV's way to just mess with us walkers...

 

[SmithOp]

They have been working on it for years now...

 

[Talent312]

I called again today to add a day.
This time I got a CSR who knew what they were doing and made it happen in L/T half the time it took the day before. She even mentioned the change and cancel deadlines ("just so you know").


.

 

[jehb2]

I just did this for what 3-4 months for the 3 bedroom in Tuscany, Italy. For almost every morning I got the exact same rep. And I gave her all 5s (highest rating). Basically the next night was available but it wouldn’t let me add it online. If 3 nights became available it would let me add them but only if I gave up the nights I already had booked, and other weird crap like that.

 

[GT75]

I have been able to walk reservations using the app when I wasn't able to walk it using the website. I don't understand why that would work but it did save call CSR.

 

[HuskerATL]

I have been able to walk reservations using the app when I wasn't able to walk it using the website. I don't understand why that would work but it did save call CSR.

My app hasn't worked correctly since they updated the website. The reservation list says webpage can't be found and often the homepage doesn't load the trips.

 

[GT75]

My app hasn't worked correctly since they updated the website. The reservation list says webpage can't be found and often the homepage doesn't load the trips.

My is also funky. I can not actually login using the app (via iPhone) {spining wheel forever} but I can using Safari via the website. When I do get login in, it is a mobile experience.