II’s new cancellation policy

[PerryM]

Placed an II exchange yesterday for Marriott’s Grand Chateau for Spring Break ’09 – got an exchange today. Turns out my son’s frat brothers don’t have the money saved up yet so we decided to cancel the exchange.

I called in and was informed that II was enforcing their “Cancellation policy for wait list” and I could NOT turn my exchange back in. I had to deposit it back with II and get a comparable exchange week that could be used for up to 2 years in the future.

I said baloney and asked for a supervisor – I was talking to the supervisor. After 10 minutes arguing I demanded to get a link to a written policy – none exists. I was told, over and over, that I agreed to these conditions when I joined. She indicated that it was in the II Resort Directory under “Terms and Conditions” concerning the cancellation policy – I could not find the Cancellation Policy in my Marriott version of the Resort Directory.

I was informed that my account was “flagged” that I got my one and only “Courtesy” return and that next time I would not be afforded such a “Courtesy”; I would be stuck with the exchange.

BUT – and here’s the sneaky part, if I had bought their insurance policy when I placed the search yesterday, I could return the exchange and get my exchange fee back – minus the insurance fee of course.


Here’s the link to the Terms and Conditions on the web.


Para 16 says “Once II issues a Confirmation, it may be canceled only in accordance with II’s Exchange Cancellation Policy, which is detailed in the “Terms and Conditions of Individual Membership and Exchange found in the annual Buyers’ Guide.”

This came from the “Terms and Conditions of Individual Membership and Exchange".

I don’t have the annual Buyers’ Guide – does someone have it?

(This sounds like a Catch 22 to me)

I would suggest that if you are not sure of II’s cancellation policy you call 877-678-4400 (WorldMark’s II line – doesn’t matter) and demand a clear explanation as to their cancellation policy; if not you will get stuck with an exchange that you can’t use.

The supervisor had NO documents to reference nor web links – just hyperbole as to why I would ever want to place an on-going search and then decline it when a match was found.


Did I miss something – is this II’s new way to handle on-going (Wait list) searches now?

 

[chellej]

I am not a Marriott owner but have cancelled numerous exchanges (both instant and from on-going searches) within 24 hours and received the cancellation fee back. They are sticklers though for the 24 hours - if you go over, they will not give your fee back.

 

[bnoble]

Here is the Inividual Membership Buyer's Guide:
http://www.intervalworld.com/pdf/iw/buyers-guide.pdf

The cover states that it is current as of May 2008.

Paragraph 8(b) under "Exchange Procedures and Priorities" states:

Under II’s Exchange Cancellation Policy, a Member is entitled to
cancel a Confirmation by notifying II of his or her desire to cancel
such Confirmation within the first 24 hours after the exchange
request has been confirmed. In the event that the Member has
used the Deposit First method of exchange, the Member’s exchange
fee will be refunded and the deposit will revert to a status such that
the Member may redeem such deposit at a future time to place
another exchange request. If the Member has used the Request
First method of exchange, the Member’s exchange fee will be
refunded and the right to occupy the Home Resort accommodations
shall revert to the Member.

The only think I can think of is that you received the email message today, but it was delayed. If the match actually happened yesterday, it could have put you outside of the 24 hour mark when you called. The 24 hours is from the match, not your notification of same.

 

[PerryM]

I am not a Marriott owner but have cancelled numerous exchanges (both instant and from on-going searches) within 24 hours and received the cancellation fee back. They are sticklers though for the 24 hours - if you go over, they will not give your fee back.

I was within the 24 hr time frame and I've declined 25+ exchanges over the years with NO problems at all.

 

[PerryM]

Here is the Inividual Membership Buyer's Guide:
http://www.intervalworld.com/pdf/iw/buyers-guide.pdf

The cover states that it is current as of May 2008.

Paragraph 8(b) under "Exchange Procedures and Priorities" states:



The only think I can think of is that you received the email message today, but it was delayed. If the match actually happened yesterday, it could have put you outside of the 24 hour mark when you called. The 24 hours is from the match, not your notification of same.

Thanks for the link!!!

The supervisor agreed that I was within the 24 hr deadline - that was not the problem.

I'll keep this link when I decline the next II exchange.

Case closed as far as I'm concerned.

Thanks much guys....

P.S.
I went about updating my Yahoo Notes, on this topic, and found this same link I had saved 3 years ago. So much information....

 

[bnoble]

If you really want to dot all eyes and cross all tees, you might want to verify that a new version of the Buyers Guide has not been published without being uploaded to the web site, but yes, that should do it.

It's not surprising that you ran into a front-line guide who didn't know the score. It's more troubling that the supervisor missed it too.

 

[LAX Mom]

Perry-

Was the issue that this was an on-going request or that it was a "request first" exchange?

I've cancelled many times (I never place an on-going request or request first) and never had a problem with the 24 hour cancellation!!

I bet next spring those boys will wish they'd come up with the $$ and had a reservation in LV! But that's way too far in advance to make plans! I know, I have 3 sons!

 

[PerryM]

What burns me up was the inference that it was MY fault for not buying their insurance policy. Had I bought it there would not be any problem at all.

Well, maybe I just got a supervisor who was brown-nosing the "company line" since all calls are recorded for "Quality purposes" and that she was blazing a new way to get money from owners.

 

[bnoble]

Was the issue that this was an on-going request or that it was a "request first" exchange?

It doesn't matter---Paragraph 8(b) covers both cases.

 

[PerryM]

Perry-

Was the issue that this was an on-going request or that it was a "request first" exchange?

I've cancelled many times (I never place an on-going request or request first) and never had a problem with the 24 hour cancellation!!

I bet next spring those boys will wish they'd come up with the $$ and had a reservation in LV! But that's way too far in advance to make plans! I know, I have 3 sons!

I was using my WorldMark account which is, by definition, "Request First" - there should have been no confusion since I called the "WorldMark desk at II".

You can Deposit First with your WM credits but that would be very obvious on their screen.

And yes, the frat boys will scrape the money together by next March - I told my son that Branson was a hot spot just 2 hours away by car from Mizzou by the time they got their act together. I can just see them at "Green Acres"...

 

[PerryM]

Conclusion:

Have the link http://www.intervalworld.com/pdf/iw/buyers-guide.pdf noted somewhere and if II gives you some static just shoot the link to them with reference to paragraph 8(b)

If I hadn't rescinded 25+ II exchanges in the past I would have been forced into doing something that was not in my best interests.

Thanks again bnoble...

 

[ttt]

I have had the same problem, they don't abide by thier published rules.

 

[borntotravel]

Has anyone actually seen the insurance policy? Where would I actually find a link to it? I was under the assumtion that you had to cancel because of medical, extreme weather, etc. in order to get cash in on this policy. Can you actually use the II trip cancellation insurance just because "you don't have the money"?????

 

[LLW]

Has anyone actually seen the insurance policy? Where would I actually find a link to it? I was under the assumtion that you had to cancel because of medical, extreme weather, etc. in order to get cash in on this policy. Can you actually use the II trip cancellation insurance just because "you don't have the money"?????

I also don't think so.

The insurance policy is detailed here:

http://www.intervalworld.com/web/cs?a=60&s=tr-insurance&t=tr-template-2col (You must be loggin in to see this.)

http://www.intervalworld.com/pdf/iw/us-travel-insurance.pdf

It only covers unforeseen circumstances. The way I read it, "Don't have the money" is not covered.

I think we should watch that II may be changing their 24-hour policy.

 

[borntotravel]

Thanks for the info!

 

[gmarine]

Unfortunately there is a high turnover of II reps and usually when something like this happens it is due to getting a new or clueless rep who misrepresents him/herself as a supervisor. I have found that some new reps will do/say almost anything to avoid having to get a supervisor on the line.

Typically II supervisors do not handle regular exchanges so if you ever get nonsense like this in the future call back and get a different rep or ask to be transferred to Customer Service.

 

[LLW]

Unfortunately there is a high turnover of II reps and usually when something like this happens it is due to getting a new or clueless rep who misrepresents him/herself as a supervisor. I have found that some new reps will do/say almost anything to avoid having to get a supervisor on the line.

Good point.

 

[PerryM]

No joy...

I knew I was right and our “supervisor” was wrong – the link to the right document eluded me while I had the lady on the phone. I vaguely remembered going thru something like this years ago but I could not find that link while I had her on the phone.

I had her hold on while I read a similar document in the II Resort book – took 10 minutes but didn’t go into the Cancellation Clause. I did a Google search for “II cancellation” and got back 12 million results. I did a search of my hard drive too. I could not remember where I placed that link. Before hanging up I did get a little joy in keeping her on the phone at least 15 minutes while I searched and searched.

Then as bnoble gave the link I went to the place where I deposit thousands of pieces of unrelated facts and figures – my Yahoo Notepad. As soon as I grabbed the II folder I saw the note “II’s cancellation policy” and bingo I remembered where I put it; too late to rub our “supervisor’s” nose in it.

One of the small pleasures in life is to point out, with great glee, the false statements the "professionals" who inhabit the timeshare world spout out all the time. In this case I was robbed of that joy.

So much information that I seem to drown or die of thirst from all of it...