HUGE MARRIOTT MISTAKE - Reservation Error

[stacyl]

IM IN A HUGE MARRIOTT MADE NIGHTMARE - i know its long, but please read I NEED HELP!!

A LITTLE BACKGROUND FIRST...

so i just recently bought at marriott maui ocean club 2 different units - 1bd EY and a 2bd EOY.

for the 2bd, the original owner had 4/20 -4/27 reserved. this will not work as my kids have the prior week off for spring break, and i dont want to pull them out of school - we typically vacation during summer months like most people with kids.

so i diligently emailed owners from ownertrades and redweek, asking to swap weeks but had no luck. at the same time i was calling marriott owner services quite frequently to see if anything had become available for any summer week.

just by chance one morning after not calling marriott for a couple weeks and having no luck with my emails, i thought i should call again. and VIOLA - there is availability in august the girl says. i say great - change the reservation - now i am jumping up and down - i cant believe it - finally i dont have to think about this anymore. i ask for a confirmation, she says that it stayed the same as the old one.

so i proceed to make airline reservations and another island vacation reservation.

NOW FOR THE BAD PART...

a week and a half goes by and then i get a phone call saying there has been a problem with my reservation. i said, excuse me, not even comprehending what the girl was telling me.

the marriott goof was explained to me this way - apparently when the girl 'saved' my new reservation she only applied it to one system, when in fact you must save it in 2 different systems - the girl was extremely nice apologizing that she had only been on the floor for 2 weeks, she was new.

yes, she was nice, and i did feel bad for her, but now i feel bad for myself and im pissed, really pissed - marriott screwed up my reservation and now i already have plane tickets and another island vacation planned that will need to be changed - which will cost me more money.

so after speaking with the girls manager, the manager told me that there is really nothing at this point they can do in their system right now. she said she had red-flagged the summer months so if a reservation is cancelled during that period, that there is a priority customer who need a summer reservation and to not book it for anyone else...and then she would get notification, at which point she would reserve it for me. she also told me i could use interval to trade (which at this point there is nothing available through interval) and besides i just spent a boatload of money to vacation in a room with a view i purchased, not some other potentially worse view - and especially not since this is marriotts mistake.

so i asked her about all the availability i see on marriott.com - and why she cant give me one of those weeks. she said those are weeks that owners have turned in to rent and that she cant give me one of those weeks - which i dont understand - give me that week and take my week to rent - simple swap - doesnt marriott pay the owners up front for the rental?

she told me to sit and wait (and hope). that she has done all she can at this point - but i am just sick over this. i spent so much money and really want to be a happy marriott timeshare owner, but so far, right out of the gate, there is a huge problem...

marriott really screwed up on this one...does the way they are handling the problem sound appropriate or do you think i need to escalate it even further? anybody know anyone in particular i could speak with to expedite things or anyone that could potentially help me fix this error?

any help/insight/comments is greatly appreciated!

 

[Big Matt]

You need to contact customer care and talk to the head guy (Watzka) if necessary. Be polite, but firm. This is a real goof up.

I'm assuming you have all of this in writing including your confirmation. If so, keep being pushy until you get what you want.

Another alternative, although maybe not what you want is maybe Marriott can get you on another Island and pay for the transfer.

Maybe they could eat the rental proceeds and put you in the rental unit, but I doubt it.

On the rental, Marriott only pays the owner once the unit is rented and proceeds are received. Sometimes they aren't rented at all and the owner is screwed.

 

[Jeni]

Isn't it awful when you feel helpless like that? I had a problem at Grande Vista a few years ago; two thugs tried to break into my unit at 2am...the guardhouse let them in without a pass, and then let them back out, despite my immediately calling while they were still trying to literally break down my door. We ended up calling Orlanda police since "security" was such a joke there. The next day, I met with one of the resort managers and he didn't seem to understand what the big deal was. Add to it another couple was recently killed in their hotel in the area a few weeks earlier. Well, his lack of concern sent me through the roof.

When we returned home I called Marriott's vacation club headquarters in Orlando and worked my way up the chain of command until I got a solution that was acceptable to me. I suggest calling the headquarters and going from there. You're right; if weeks show available for rent, Marriott needs to suck it up and give you one. You should not have to suffer b/c they made an error.

Jeni

 

[Dave M]

On the rental, Marriott only pays the owner once the unit is rented and proceeds are received. Sometimes they aren't rented at all and the owner is screwed.

That's how it used to work, but not any more. Today you would contact Marriott and ask for a proposal. If Marriott wants the week, they will offer a fixed dollar amount. If you accept, you sign a contract and within two weeks you'll have your rental income, long before someone might have rented that week from Marriott.

Thus, you find out very quickly how much you would get from Marriott for the rental and can decide whether to rent it to Marriott or do something else with it. The rental income is less but there are no uncertainties like under the old system.

 

[CMF]

Inconvinience vs Economic Loss

Although Marriott should make it right in both instances, you'll have a much stronger argument if you can demonstrate and economic loss. You need to tell them that you relied on the validity of the confirmation to pay of travel arrangements in advance and that you'll stand to loose X amount of dollars if they fail to correct their error. Tell them that you expect them to bear the burden of the loss. This is your strongest argument - take it to the top.

Marriott will make it right - you just need to get the ears of the right people.

Charles

 

[MOXJO7282]

I'm so sorry this happened. I almost speak from experience as to how difficult a situation it is.

That is why you have to insist on getting the new electronic registration immediately. Same thing almost happened to me. I was trying to do the same and like thought I secured the reservation.

The CSR said she was going to send out new reservation. Didn't see it right away, but didn't think much of it at the time. They said the same to me about the res# not changing so I was cool with that. I was assured everything was in place. I was about to secure airline tickets, that would have been extremely painful to change, but something in my gut told me to double check the res.

Sure enough, just like you, it never saved properly, and by then the availability was gone of course.

So the lesson is, don't do anything unless you have a hard copy of the reservation.


Regards.
Joe

 

[BocaBum99]

Marriott is a great company. I would be very surprised if they did not make this right.

 

[camachinist]

Find someone at MVCI who can say "yes" to your requests (very few can) to make this right and then use the term "detrimental reliance". This term was used successfully by those of us who were able to book Japan hotels on Orbitz for a dollar a night earlier this year, under nearly the same circumstances.

Be prepared to consider an offer to compensate you for any change/cancellation fees you might incur. They'll crunch the numbers to see which is more profitable to them.

As noted by others, in the future, if the confirmation doesn't arrive immediately (e.g. within a few minutes), call back. Whenever I've dealt with humans at MVCI, such confirmations usually arrive during the call or a few minutes later.

Pat

 

[timeos2]

Use the confirmation you got - let Marriott do the sweating

the marriott goof was explained to me this way - apparently when the girl 'saved' my new reservation she only applied it to one system, when in fact you must save it in 2 different systems - the girl was extremely nice apologizing that she had only been on the floor for 2 weeks, she was new.

yes, she was nice, and i did feel bad for her, but now i feel bad for myself and im pissed, really pissed - marriott screwed up my reservation and now i already have plane tickets and another island vacation planned that will need to be changed - which will cost me more money.

This is beyond total BS. It is not your fault, you don't even know if there are "one or two systems" that require "input". If you got a printed confirmation from Marriott then let them know, in no uncertain terms, you plan to arrive on schedule with your reservation in hand and they will honor it or pay. Period. There is no negotiation or compromise on your side required. You followed the rules, you got your reservetion - anything beyond that is up to Marriott to compromise on not you. You are correct that if they need to rent you the time from one of the available units they should. Again it's their screw up and their problem - not yours - to worry about. If you don't have a written confirmation the whole picture changes as then you are hanging out there. Hope it works out. Don't let them make you feel like you are the one asking for help.

 

[arlene22]

I feel your pain. I had a somewhat similar thing happen to me with Starwood: due to a rep's incorrect information, I missed my opportunity to book the week 7 I needed. Calling everyday, I was finally able to make the reservation, but the two halfs of my lockoff had two different checkin days and two different buildings. Every day I called, and heard the same story about how unless someone turns one in, there is nothing for them to give me. It really frustrated me because it was their error that caused my problem. The other day I decided to write a letter. I called the 800 number and asked them for the name of whoever was in charge so I could address the letter to them. Well, they got her on the phone and a few hours later I had my matching dates. I don't know what hat she pulled this week out of, but she got if for me in a matter of hours. I guess what I'm trying to say is that being persistant and getting to the person in charge is the way to go.

You need to find the person who has the power to help you and then make him/her want to help you. There must be someone who has the power to fix this for you. Good luck!

 

[Big Matt]

Dave,
thanks for the correction.

Given that, I would push them to give you a unit at resort where you own. They should eat the money for making such a mistake.

That's how it used to work, but not any more. Today you would contact Marriott and ask for a proposal. If Marriott wants the week, they will offer a fixed dollar amount. If you accept, you sign a contract and within two weeks you'll have your rental income, long before someone might have rented that week from Marriott.

Thus, you find out very quickly how much you would get from Marriott for the rental and can decide whether to rent it to Marriott or do something else with it. The rental income is less but there are no uncertainties like under the old system.

 

[fnover]

A number of years ago we arrived at the KBC with reservation in hand and was told it was not in the system, after a long and animated conversation with the desk clerk the resort manager showed and made it right by giving us an OF suite for our week.
Keep on try to get to the right person, they will make it right.

 

[floyddl]

I had a similar issue where my reservation was booked into the wrong resort and when I received the email confirmation and called back there was no availability for the week I had reserved at my resort.

After talking to multiple people and writing Peter Watzka, Marriott was able work with II to grab the first week that was deposited at my resort and confirm me to it. It took several months because I was in need of a 2 BR unit in a prime week but they worked it out. A call to the resort explaining the issue (there are notes in the system) and they should be able to get you the view you had as well.

I would suggest that you ask them to get the week for you from II. Better yet insist that they do it.

Good Luck!

 

[bogey21]

All this grief with reservations is the reason I sold 3 of my Marriotts (Sabal Palms, Harbour Town and Heritage Club). I kept the 4th, a fixed week at Monarch on HHI, which I later sold for an unrelated reason. This is not a bashing of Marriott although they do seem to have more problems than some of the competing developers. It is just that over the last 20 years or so I have owned both fixed and floating and clearly prefer managing my fixed weeks.

GEORGE

 

[daventrina]

Call Owner Services and work with them (after all you pay them $250k/year may as well put them to work). You should have been assigned as rep. If not ask for one. Let them deal with the reservation folks.

 

[Dean]

I had a loosely related problem. I put in a request first through II for the same exact week on HH trading a GO week 27 for a SW week 27. Our Surfwatch week started Friday but I needed the extra room so I was willing to accept Fri or Sat and of course I matched Sat. A couple of months later I got a frantic call from Marriott and II, both on the line. Apparently someone had deposited the unit by mistake and they were asking me if I'd be willing to change to a Friday start date the same week. I was repeatedly told I didn't have to and they were very appreciative I was able and willing to make the change. And since they sent me the confirmation by mail rather than email, I was a little nervous until it came and all was in order. Both groups could not have been nicer to work with. I've had II mess up a couple of exchanges in a similar way and while they did work hard to resolve it, there's only so much they can do.

 

[stacyl]

thank you to everyone who responded. i will be contacting mr watzka to see if he can help me.

i love tug!!!

 

[Blondie]

Two things about this situation bug me. First is that the girl who called you back was "new" and she admitted she screwed up. Now some may disagree, but I see that as their way of trying to make you feel guilty and sorry for her and maybe you will be less likely to go ballistic. A manager or someone with some clout and some oh, maybe, KNOWLEDGE should have called you to offer some options. Secondly, sometimes it seems that the more $$ you shell out to a company the more crap you go through and the less customer service you actually get. This is shameful. Unfortunately, they do not have to go to great lengths to keep you as a customer. You are stuck with them and they know it. Bummer.

 

[camachinist]

Just wanted to add that, based on personal experience, it's much better to sort these issues out prior to travel or, at the very least, have a backup reservation somewhere else if you can't. Even with raised voice and shaking fist clutching printed confirmation, they don't have to let you into the building, trust me. Add to that the value of lesser stress (by sorting out before). Nothing like starting out a vacation with a bad taste in your mouth, even if you get what is deservedly yours.

Good luck!

Pat

 

[Cavalier]

How was this finally resolved?

Thanks in advance for the follow up.

 

[rsackett]

I would also like to know how this turned out.

 

[seema]

IM IN A HUGE MARRIOTT MADE NIGHTMARE - i know its long, but please read I NEED HELP!!

A LITTLE BACKGROUND FIRST...

so i just recently bought at marriott maui ocean club 2 different units - 1bd EY and a 2bd EOY.

for the 2bd, the original owner had 4/20 -4/27 reserved. this will not work as my kids have the prior week off for spring break, and i dont want to pull them out of school - we typically vacation during summer months like most people with kids.

so i diligently emailed owners from ownertrades and redweek, asking to swap weeks but had no luck. at the same time i was calling marriott owner services quite frequently to see if anything had become available for any summer week.

just by chance one morning after not calling marriott for a couple weeks and having no luck with my emails, i thought i should call again. and VIOLA - there is availability in august the girl says. i say great - change the reservation - now i am jumping up and down - i cant believe it - finally i dont have to think about this anymore. i ask for a confirmation, she says that it stayed the same as the old one.

so i proceed to make airline reservations and another island vacation reservation.

NOW FOR THE BAD PART...

a week and a half goes by and then i get a phone call saying there has been a problem with my reservation. i said, excuse me, not even comprehending what the girl was telling me.

the marriott goof was explained to me this way - apparently when the girl 'saved' my new reservation she only applied it to one system, when in fact you must save it in 2 different systems - the girl was extremely nice apologizing that she had only been on the floor for 2 weeks, she was new.

yes, she was nice, and i did feel bad for her, but now i feel bad for myself and im pissed, really pissed - marriott screwed up my reservation and now i already have plane tickets and another island vacation planned that will need to be changed - which will cost me more money.

so after speaking with the girls manager, the manager told me that there is really nothing at this point they can do in their system right now. she said she had red-flagged the summer months so if a reservation is cancelled during that period, that there is a priority customer who need a summer reservation and to not book it for anyone else...and then she would get notification, at which point she would reserve it for me. she also told me i could use interval to trade (which at this point there is nothing available through interval) and besides i just spent a boatload of money to vacation in a room with a view i purchased, not some other potentially worse view - and especially not since this is marriotts mistake.

so i asked her about all the availability i see on marriott.com - and why she cant give me one of those weeks. she said those are weeks that owners have turned in to rent and that she cant give me one of those weeks - which i dont understand - give me that week and take my week to rent - simple swap - doesnt marriott pay the owners up front for the rental?

she told me to sit and wait (and hope). that she has done all she can at this point - but i am just sick over this. i spent so much money and really want to be a happy marriott timeshare owner, but so far, right out of the gate, there is a huge problem...

marriott really screwed up on this one...does the way they are handling the problem sound appropriate or do you think i need to escalate it even further? anybody know anyone in particular i could speak with to expedite things or anyone that could potentially help me fix this error?

any help/insight/comments is greatly appreciated!

Did you get an instantaneous email confirmation of the reservation, after you had spoken to the customer services counselor, and after she had "made" the reservation.

 

[stacyl]

after waiting since mid november, i was really mad that this was not resolved so 3 weeks ago, i started leaving voicemails for peter watzka on a weekly basis. 2 mondays in a row i called and left a voicemail stating my issue was still not resolved and that im completely unsatisfied. i also sent weekly emails via the vacationclub.com website regarding customer satisfaction and then i also filled out the customer survey leaving a very unsaisfactory overall report - all this was in addition to dealing with a customer service representative on a weekly basis since november.

just this week they finally got me a reservation BUT i am not staying at my home resort (which is maui) - they have secured me a reservation at ko'olina which from what i was told is just as good - but we will have to see as i have never been to oahu.

i also have to say that everyone i spoke with at marriott was extremely nice and helpful, the only complaint being it took way too long in my opinion to resolve this issue.

but in the end, they did come through and i will be going during the summer (july) which is when i wanted.

 

[m61376]

Ko'Olina is a terrific resort and, while Maui is more frequently raved about, Oahu is not to be missed. It is certainly an island you would want to go to at least once and many (like myself) love it. Glad things kinda worked out for you.

I know you had mentioned having made plane reservations for your original trip. You should talk to CS and insist that you be compensated for any extra costs.

Two and a half months of aggravation is a bit excessive. While it is a bad way to start out as a new owner, if you enjoy Ko'Olina half as much as we did last summer you may forget about the mistake. Have a great time!

 

[irish]

one time i had a problem with a marriott affiliate. the problem was not resolved until i went to the the the absolute TOP of the chain of command who at that time i believe was a mr. michael weitz. problem was resolved IMMEDIATELY!!!
just remember to keep your cool, document every incident, and NEVER take no until you reach the top of the chain of command.