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HGV Hawaii - website issues when booking, etc.

H

hurnik

TUG Member
Joined
Apr 24, 2006
Messages
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Location
Albany, NY
A few days ago my sister (also an HGV owner and I'm linked to her account so I can see/access things as her as well), wanted/needed a 2 BR unit in Honolulu for 8/8-8/11. In *my* account I showed there was a Grand Islander 2 BR available for like 12,xxxx points. She goes to book it and then it comes up with the "we're sorry it's no longer available". I *thought* Hilton had fixed the 10 minute update thingy, but maybe not. She called in and the phone rep said they did not see availability either, so someone must've booked it. OK, still showed as available.
Last night (2 days later) she checks again and the week is still there (although she only needs the 3 nights). She goes to book it, it takes her credit card #, and everything. Takes her points out of her account and her credit card has the pending charge. But no confirmation and the reservation doesn't show up in her account. Even better, the points went BACK into her account and then a few minutes later disappeared again. So this time she calls and they call back and say they see the reservation in her account, and send another email (supposedly).

Today, reservation STILL doesn't show in her account, but the points are gone and she still hasn't received the emails with the confirmation, AND the entire week still shows up as available.

I told her to call again and see what's going on as something is very screwy with their system if this is the case (phantom reservation - I'd never trust it and show up there only to be told, "no, sorry")

????
 
hurnik said:
Today, reservation STILL doesn't show in her account, but the points are gone and she still hasn't received the emails with the confirmation
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I made an Ocean Oak reservation last night. Points were deducted but the reservation never showed up in the "My Reservations" list online. However, I did receive the email confirmation hours later. I called support this morning and the rep said IT is aware of the issue and are working on a fix. The rep said she'd had 4 calls on it this morning already.
 
I had a similar thing happened where points were deducted and charges were made, but reservation never showed up in my account on the website, although I did get an email confirmation and a second one when I called them. It took like 2 more days later before the reservation finally showed up.

Yeah, their new system is very screwy, and it sure does sucks. Just hoping they actually fix it, sooner rather than later... As you said, it's hard to know what to trust when something like that happens.

Great3
 
@GTKirk, I had the same thing happen to me for a HW reservation at OO.

Edit to update: Crazing thing is the reservation shows up on my DEX confirmed reservation list.
 
Thanks everyone! She did finally get the email confirmation after 3 attempts. Still doesn't show up in her account and the unit still shows as available on the HGV website. I told her to call the resort tomorrow and make sure they show it in their system. Nothing worse than getting to Hawaii only to find out you have no place to stay.
 
It's possible it can still show as available because there are multiples of the same unit and she only booked one of them.
 
SmithOp said:
It's possible it can still show as available because there are multiples of the same unit and she only booked one of them.
Click to expand...

True, but when she originally went to book it and even the agent said it wasn't available I believe about 10 minutes later it disappeared from view on the website.
I know she had checked later and it was "gone" from view.
 
I experienced the same issue.

I cancelled a HI and NY reservation but both reservations remained on my reservation list.

I could even modify them. That was like 3 days ago.

This am the reservations was gone as they should be.
 
Under the old inventory system (I don't know how many resorts have been upgraded to the new inventory system), ghost inventory could exist for 5-15 minutes. Those resorts upgraded to the new inventory system, website updates are mostly instantaneous.
 
hurnik said:
Thanks everyone! She did finally get the email confirmation after 3 attempts. Still doesn't show up in her account and the unit still shows as available on the HGV website. I told her to call the resort tomorrow and make sure they show it in their system. Nothing worse than getting to Hawaii only to find out you have no place to stay.
Click to expand...
The reservation list is correct in my account now.
 
Still having issues with this, so IT has not fixed it. I have received an email that confirms that my reservation change went through, but my dashboard not current a day later. This affects my ability to walk the reservation. I will need to call CS to figure it out.
 
Ianneyan said:
Still having issues with this, so IT has not fixed it. I have received an email that confirms that my reservation change went through, but my dashboard not current a day later. This affects my ability to walk the reservation. I will need to call CS to figure it out.
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I have the same issue however it’s not only impacting HI, but also NYC and FL reservations. New reservations does not show up and canceled does not disappear - what a cluster F…
 
Cyberc said:
I have the same issue however it’s not only impacting HI, but also NYC and FL reservations. New reservations does not show up and canceled does not disappear - what a cluster F…
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It's so inconvenient! The availability displayed is correct for new reservations, but there's a glitch for reservation changes for certain resorts like Lagoon tower. It doesn't even correctly show my current reservation when I am in reservation change mode. I have been unable to walk the res right at 9pm (12am EST) since the site is not showing the correct availability for Lagoon Tower. And when I check the next morning, it's no longer available.

I have resorted to just switching to the Grand Waikikian, which takes more points, to ensure that I have a vacation to look forward to. That resort does not have glitches in the system. Uggh. And my dashboard still isn't showing the most current reservation, so I called CS and they confirmed my reservations in their system are correct. IT is supposedly working to correct the issue.
 
Ianneyan said:
It's so inconvenient! The availability displayed is correct for new reservations, but there's a glitch for reservation changes for certain resorts like Lagoon tower. It doesn't even correctly show my current reservation when I am in reservation change mode. I have been unable to walk the res right at 9pm (12am EST) since the site is not showing the correct availability for Lagoon Tower. And when I check the next morning, it's no longer available.

I have resorted to just switching to the Grand Waikikian, which takes more points, to ensure that I have a vacation to look forward to. That resort does not have glitches in the system. Uggh. And my dashboard still isn't showing the most current reservation, so I called CS and they confirmed my reservations in their system are correct. IT is supposedly working to correct the issue.
Click to expand...
I wonder if it’s because Lagoon tower is transitioning to the new booking system, what else could be the cause
 
I am now having this issue on all new bookings in multiple states
 
I’m getting emails for the dates I edited while walking this reservation. All 3 days.
 
I'm getting the email but the reservation isn't showing up so I can't walk/change it. What a PITA
 
hurnik said:
I'm getting the email but the reservation isn't showing up so I can't walk/change it. What a PITA
Click to expand...
Yeah, its very annoying - hopefully HGV IT have it fixed soon.

If you had to cancel a reservation it would also not go away from your dashboard.
 
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