Beefnot
TUG Member
As many of you know, Interval has a semi-secret, unpublicized program called XYZ that allows one to book an extra week on top of a regular confirmed exchange for just the cost of the phone exchange fee (currently $169).
There are several other threads on this, but in a nutshell, you are able to book your "free" week as long as your confirmed exchange has not yet commenced, the location you would like to book into is on their XYZ grid (think II getaways to places with ample supply), no part of the reservation touches a holiday, you expect that their grid will usually only go out 4 months or so, and you book a room size equivalent to or less than what you deposited (not the unit size of your exchange if you uptraded, although in the past before XYZ was more underground, it was apparently frequent that this constraint either didn't exist or was routinely ignored by agents...now, not so much).
What has also come to be well known on TUG is that the understanding by II reps of the program is highly inconsistent. This is where my frustration has set in. I had called several times in the last few weeks, checking if the grid for Palm Springs had opened up for July. Nope, it was still only open until June. Since my confirmed exchange commences Sunday, April 1st, I knew I needed to book an XYZ today and just settle for June. Here goes:
CALL #1 -- I tell the agent that I am ready to book a 2br in Palm Springs for late June. However, she tells me that unfortunately only studios a 1brs are left, and near the beginning of the month. Dammit.
CALL #2 -- I called back a couple hours later hoping for a miracle. This rep tells me that the grid for Palm Springs is only open until May. Palm Springs was not made available for June. I asked her if she was sure, because I had been going over June options with another rep only a couple hours earlier. She told me to hold on to double check.
A few minutes later, she gets back on the line to tell me that she checked with the "help desk" (whatever that is), and was informed that XYZ reservations can only be booked for weeks that are concurrent (i.e., booking an extra room) or consecutive (i.e., adding an extra week) to the original confirmed exchange, and only studio units. I told her this is the first time I have heard that in my conversations. She said, no, that is what the help desk told her...and that Palm Springs is open until May anyway. I thanked her for her time and hung up.
CALL #3 -- I called right back and asked about booking An XYZ for June. After she brought up my information she says, "I just spoke with you." D'oh, it was the same agent (that never happens!). I awkwardly explained that no offense, but when I receive conflicting information, I just like to call back to confirm for my own comfort. She was understanding, but did say that the help desk gave her the scoop on the program, so I probably won't hear anything different. We exchanged pleasant goodbyes and that was that.
CALL #4 -- I waited a minute and called again. I got a diff rep. Pretty much went like call #1, except he is finding a couple 1brs later in June (not end of June because XYZ cannot overlap with 4th of July...holiday) at Marriott Shadow Ridge and Marriott Desert Springs Villas II. I tell him I really need a 2br, is there anything he can do. He says all that's left are studios and 1brs. I tell him that I will think about it and call back a bit later after I discuss with my spouse. Good call, we hang up.
(Side note: He says that the XYZ grids they use are paper-based, not system-based)
CALL #5 -- After huddling up with the spouse, we decided that for $169, two adults and three toddlers can tolerate a 1br (timesharing has spoiled us already). But then I had to add insult to injury to today's XYZ ordeal by royally effing up. I had checked online and knew that Interval closed at 8pm tonight. So I called back at 6p, crossing my fingers that a 2br would magically appear in inventory, but ready to book a 1br if not. However, I get the msg that Interval is closed. Huh? It was supposed to be open until 8p. Wait, ohhh, Eastern Standard Time.
Dammit! 
Now I am probably SOL on booking my XYZ. But I will call back first thing in the morning and pray for rain.
Moral of the story. If you don't like the answer you get when you call, just hang up and try again. Don't argue with the rep or try to escalate, just politely thank them for their time and call back to get a different rep. Oh, and make sure to get your time zones right.
There are several other threads on this, but in a nutshell, you are able to book your "free" week as long as your confirmed exchange has not yet commenced, the location you would like to book into is on their XYZ grid (think II getaways to places with ample supply), no part of the reservation touches a holiday, you expect that their grid will usually only go out 4 months or so, and you book a room size equivalent to or less than what you deposited (not the unit size of your exchange if you uptraded, although in the past before XYZ was more underground, it was apparently frequent that this constraint either didn't exist or was routinely ignored by agents...now, not so much).
What has also come to be well known on TUG is that the understanding by II reps of the program is highly inconsistent. This is where my frustration has set in. I had called several times in the last few weeks, checking if the grid for Palm Springs had opened up for July. Nope, it was still only open until June. Since my confirmed exchange commences Sunday, April 1st, I knew I needed to book an XYZ today and just settle for June. Here goes:
CALL #1 -- I tell the agent that I am ready to book a 2br in Palm Springs for late June. However, she tells me that unfortunately only studios a 1brs are left, and near the beginning of the month. Dammit.
CALL #2 -- I called back a couple hours later hoping for a miracle. This rep tells me that the grid for Palm Springs is only open until May. Palm Springs was not made available for June. I asked her if she was sure, because I had been going over June options with another rep only a couple hours earlier. She told me to hold on to double check.
A few minutes later, she gets back on the line to tell me that she checked with the "help desk" (whatever that is), and was informed that XYZ reservations can only be booked for weeks that are concurrent (i.e., booking an extra room) or consecutive (i.e., adding an extra week) to the original confirmed exchange, and only studio units. I told her this is the first time I have heard that in my conversations. She said, no, that is what the help desk told her...and that Palm Springs is open until May anyway. I thanked her for her time and hung up.
CALL #3 -- I called right back and asked about booking An XYZ for June. After she brought up my information she says, "I just spoke with you." D'oh, it was the same agent (that never happens!). I awkwardly explained that no offense, but when I receive conflicting information, I just like to call back to confirm for my own comfort. She was understanding, but did say that the help desk gave her the scoop on the program, so I probably won't hear anything different. We exchanged pleasant goodbyes and that was that.
CALL #4 -- I waited a minute and called again. I got a diff rep. Pretty much went like call #1, except he is finding a couple 1brs later in June (not end of June because XYZ cannot overlap with 4th of July...holiday) at Marriott Shadow Ridge and Marriott Desert Springs Villas II. I tell him I really need a 2br, is there anything he can do. He says all that's left are studios and 1brs. I tell him that I will think about it and call back a bit later after I discuss with my spouse. Good call, we hang up.
(Side note: He says that the XYZ grids they use are paper-based, not system-based)
CALL #5 -- After huddling up with the spouse, we decided that for $169, two adults and three toddlers can tolerate a 1br (timesharing has spoiled us already). But then I had to add insult to injury to today's XYZ ordeal by royally effing up. I had checked online and knew that Interval closed at 8pm tonight. So I called back at 6p, crossing my fingers that a 2br would magically appear in inventory, but ready to book a 1br if not. However, I get the msg that Interval is closed. Huh? It was supposed to be open until 8p. Wait, ohhh, Eastern Standard Time.
Dammit! Now I am probably SOL on booking my XYZ. But I will call back first thing in the morning and pray for rain. Moral of the story. If you don't like the answer you get when you call, just hang up and try again. Don't argue with the rep or try to escalate, just politely thank them for their time and call back to get a different rep. Oh, and make sure to get your time zones right.
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