HGVC new reservation system?

[jabberwocky]

What I don't get is why they'd scrap the working more flexible system to migrate to the less good one, rather than go the other way round?

They saw what MVC did with Vistana in the IT space and thought that was a good example to follow.

 

[ernststarhemberg]

Maybe it’s a new, ehem, “feature” that they are rolling out to disincentivize reservation-walking and similar strategies.

 

[HuskerATL]

Maybe it’s a new, ehem, “feature” that they are rolling out to disincentivize reservation-walking and similar strategies.

But, it would make any changes painful, not just walking which would upset most, if not, all owners..

 

[Zenichiro]

They saw what MVC did with Vistana in the IT space and thought that was a good example to follow.

I don’t know. I thought I read MVC was getting better. Maybe MVC replaced their IT with AI and HGV hired them all.

 

[sponger76]

Mark Wang, CEO of HGV. He and I have swapped emails in the past.

Hilton Grand Vacations - About Us - Leadership

corporate.hgv.com

If you're able to get dialog with the CEO, that certainly might help get HGVC to put some effort into resolving the issue.

 

[HuskerATL]

If you're able to get dialog with the CEO, that certainly might help get HGVC to put some effort into resolving the issue.

We will see. If it isn't fixed and CS can't fix it, then we will need to elevate it because this is unacceptable

 

[jp10558]

I obviously don't know for certain, but there are far fewer HGVC resorts than HVC resorts. Since they apparently are doing the migration one resort at a time rather than systemwide I'm sure migrating the HGVC resorts is cheaper.

That just means they have a shitty process. It seems to me like you'd have a automated process, test on ~3 pilot resorts, then just mass migrate all the rest. It certainly doesn't seem like every resort ought to be a "special snowflake" if they were all in a given system before.

 

[ernststarhemberg]

That’s my thought - getting at least the legacy HGV portfolio on the same page should take priority and be rolled out relatively smoothly. If legacy HGV properties are so disjointed that it’s taking this much work to get them all jiving, I begin to question how well this whole thing has been run all along.

 

[ernststarhemberg]

You’re a publicly traded company with a market cap of $3.85B. Please make your reservation software work…

 

[Zenichiro]

No change on the user end, that you see, but much crappier on the backend. The properties that have been switched over have caused a lot of issues with changing reservations. You basically have to cancel a reservation and rebook....I have heard of Diamond folks that have commented that, that is how it works on their end... So hopefully it doesn't mean that will be a permanent feature for HGVC since HGVC is adopting the Diamond system.

I think if there’s a formal complaint, we should also add that several affiliate SW Florida properties you used to be able to see availability for and book yourself now need CSR intervention.

 

[HuskerATL]

I think if there’s a formal complaint, we should also add that several affiliate SW Florida properties you used to be able to see availability for and book yourself now need CSR intervention.

Not just SW FL but Craig Lodges also...I think as they are "upgrading" these systems, they are breaking them...

I am sending a note today via the contact us page in the HGVC portal...I would suggest other do the same.

I will say something like this:
I have noticed that as the properties have been upgraded from the prior HGVC system, Voice, to the Diamond system, Clarity, you have broke a couple very important things. One is that we can no longer modify a reservation at those properties and the only way to change a reservation is to cancel the reservation and rebook. This comes at a risk of losing the reservation and when customer service does it for you, they warn you that you may lose it. This is not acceptable. The other issue is that many properties that were bookable online in the HGVC portal are not now. You can't even see the availability and have to contact customer service to find out about the availability and then book it. This is also not acceptable and a big waste of time for both the owners and customer service. I would think that when you "upgrade" systems, it would be to make the system better, more user friendly, more efficient, and would save you, HGVC, money versus using staff time to help with issues like this but, so far you have made it worse for all of those.

Please either stop upgrading and go back to Voice or upgrade the system to a different system that is better for owners, not worse.

 

[Zenichiro]

Not just SW FL but Craig Lodges also...I think as they are "upgrading" these systems, they are breaking them...

I am sending a note today via the contact us page in the HGVC portal...I would suggest other do the same.

I will say something like this:
I have noticed that as the properties have been upgraded from the prior HGVC system, Voice, to the Diamond system, Clarity, you have broke a couple very important things. One is that we can no longer modify a reservation at those properties and the only way to change a reservation is to cancel the reservation and rebook. This comes at a risk of losing the reservation and when customer service does it for you, they warn you that you may lose it. This is not acceptable. The other issue is that many properties that were bookable online in the HGVC portal are not now. You can't even see the availability and have to contact customer service to find out about the availability and then book it. This is also not acceptable and a big waste of time for both the owners and customer service. I would think that when you "upgrade" systems, it would be to make the system better, more user friendly, more efficient, and would save you, HGVC, money versus using staff time to help with issues like this but, so far you have made it worse for all of those.

Please either stop upgrading and go back to Voice or upgrade the system to a different system that is better for owners, not worse.

View attachment 119877

Well I sent one yesterday but the contact us page only allowed 250 characters but maybe you have a different link. Let me know if you see something different.

 

[HuskerATL]

Well I sent one yesterday but the contact us page only allowed 250 characters but maybe you have a different link. Let me know if you see something different.

I used the one from the Help menu/Contact Us/Club Member and Owner Support/ and then at the bottom of the page. It didn't give a character restriction so I was able to type in a few paragraphs.

 

[Zenichiro]

I used the one from the Help menu/Contact Us/Club Member and Owner Support/ and then at the bottom of the page. It didn't give a character restriction so I was able to type in a few paragraphs.

View attachment 119880

View attachment 119881

Copy, I’ll do the same today.

 

[cd5]

I think that one of the major problems they have as they make changes to IT, is that they don't have people who actually know the different functions for each system - Hilton vs Embarc, Hilton vs Diamond etc and so they don't even realize when they "break" something one group or the other has always had.
Their goal of "unifying" the websites sounds good but with all the different booking/change rules that must be taken into account, they are likely unknowingly making changes that cause issues for one system or another, and then only when reported, try to "fix" it. That is certainly the way it looks for us at Embarc because often they have no clue as to a problem they have created (and there have been many since Hilton has started "integrating" us), unless I report it to my contacts on the board.

 

[Cyberc]

If the HGVC resort inventory has been switched to the new inventory system ( such as Ocean Oak, Valdoro, Sunrise Lodge, Craig Lodge) then there are issues with changing reservations. The ONLY way to change a reservation will be if all days are available underneath the change. What I mean is that the change script doesn't give any credit for the days already available with the reservation. So, in general, if you are walking a reservation, the change feature will not work. The way that I have been changing reservations for "walking" is to cancel and rebook (since I am EP, I don't pay reservation fees, so that is the method that I am using). I have no idea if/when this software downgrade will be fixed.

thats a real bummer to say the least.

I tried booking and changing a Valdoro and Sunrise reservation and as you noted the system does not credit my current dates back to the system, so if I want to walk a reservations all dates need to be available.

Wonder how many calls HGV are getting because of this.

 

[HuskerATL]

thats a real bummer to say the least.

I tried booking and changing a Valdoro and Sunrise reservation and as you noted the system does not credit my current dates back to the system, so if I want to walk a reservations all dates need to be available.

Wonder how many calls HGV are getting because of this.

Maybe we all need to complain to Mark Wang.... That would get their attention

 

[bevans]

I have a current reservation at Bay Club on the Big Island in September and have been able to add a day each night after 9PM Eastern for the last week, so no problems with making a change.

 

[HuskerATL]

I have a current reservation at Bay Club on the Big Island in September and have been able to add a day each night after 9PM Eastern for the last week, so no problems with making a change.

They probably have not upgraded the system there yet. They are going property to property doing it

 

[mountainboy]

I have a current reservation at Bay Club on the Big Island in September and have been able to add a day each night after 9PM Eastern for the last week, so no problems with making a change.

Bay club is usually pretty open for September (& also pretty cheap/good value for HGVC pts) + love the spacious rooms & lanais...

 

[bevans]

Yes, my wife and I prefer The Bay Club over Kingsland since we are beach people more than pool people and the small pools of The Bay Club are fine with us after a day at the beach. The Lanais put the Kingsland Lanais to shame and the rooms much bigger and very nice since the recent remodel .

 

[pedro47]

Does IT, test their systems before they present it to their owners. Liked do they select 100 owners to test their new systems before it goes operational.

 

[ljmiii]

Yes, my wife and I prefer The Bay Club over Kingsland since we are beach people more than pool people and the small pools of The Bay Club are fine with us after a day at the beach. The Lanais put the Kingsland Lanais to shame and the rooms much bigger and very nice since the recent remodel .

I could not have put it better. Heck, I think I've used exactly those words!

 

[Talent312]

Does IT, test their systems before they present it to their owners. Liked do they select 100 owners to test their new systems before it goes operational.

Ha! We are their test subjects.
Don't you see the walls of the maze we are in?
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At least they have a service center with humans,
instead of AI bots... so far.