Love Starwood, the people, the resorts. Love II, love the guides...(LONG)

[rickandcindy23]

I hate Starwood and II together as a team, if you can call it that. I feel crazy tonight. I want to scream at someone, but in my usual manner, I was nice on the phone with the poor guy, whom I called ten minutes before Starwood's closing time. I feel badly about calling so late, but I just got home from dinner and checked the mail.

I confirmed a 2 bed at Sands of Kahana for next year, February, and I was so excited to be able to pull it with an SBP small 1 bedroom, B side. I could only get it with the ongoing search set, as Denise advised (great advice). The trading power was good enough to pull this 2 bed at SOK during whale seasons. I love SOK and own a week there, too, which I will combine with this one.

It was 12/23 for the confirmation, and I deposited two SBP weeks on 12/21. I received my email confirmations for two SBP side B, directly from Starwood, early in the morning of 12/22. These acknowledgements came in at the same time: 6:04 a.m. So I thought I was all set with two small 1 bedroom deposits.

I noticed the confirm to SOK was still Pending, so I called Starwood and was assured it would be fine.

Today I got a postcard in the mail saying my deposit was denied. It still shows as Pending Confirmation in my II account, which is a good thing.

With NO deposit numbers, except the usual ST2 for everything they assign to everything SBP that's not Palmetto, there is nothing for me to reference each individual deposit. I am so tired of going over every week we own with the Starwood guides during each call.

This poor Starwood guy tonight was so lost, and he couldn't even see both of my 2 bedrooms I deposited from 2011. I am panicking about that tonight.

He said I don't have any deposits that aren't used. I should have THREE at this point.

I told him I would call back in the morning to talk more at length. He said he would send this to the research department, and I would get an answer within 72 hours.

A lightbulb goes off for me tonight. The Starwood staff probably hates the system as much as I do. :rofl: So I can see the humor in this, but it's more difficult than usual.

What can we say or do to convince II and Starwood that something needs to change and improve. Even if it's only a deposit number that matches our contract number? I don't know, but I am so stressed out tonight, and it's a dejavu feeling, because I was just there a twelve days ago, the last time I called Starwood.

 

[LisaRex]

IMO, Starwood insisting on micromanaging their inventory is the biggest obstacle to an online reservation system, both within SVN and II. I agree that we should complain loudly to them that their systems are unacceptable.

It should be as easy as a few clicks. The sheer number of hours wasted on CSRs to try and wade through the mire is a huge waste of our money.

 

[K2Quick]

IMO, Starwood insisting on micromanaging their inventory is the biggest obstacle . . .

Small correction - The biggest obstacle is that Starwood views it as THEIR inventory. It belongs to the owners of the weeks - not Starwood.

 

[LisaRex]

Small correction - The biggest obstacle is that Starwood views it as THEIR inventory. It belongs to the owners of the weeks - not Starwood.

Great point.

I'll extend the argument to say that IMO Starwood believing that these resorts are still theirs, long after they've sold out (and made an enormous profit, BTW), is, hands down, the biggest downside to owning a Starwood TS.

 

[rickandcindy23]

As I wait on hold here with Starwood, who is going to get II on the phone, I am remembering an easier system, when we entered a confirmation code into a blank box, and that was my proof of deposit--that number.

This gal I am talking to this morning is basically telling me my beef is with II. What? Starwood denied my deposit, according to a postcard, and I have an email confirming. I only deposited 2 small 1 bedrooms into II for 2012, and I used one for a Vistana Villages just fine, but the one I really want is this SOK 2 bed for whale season 2013. I don't care about Vistana Villages. I can get another week in Orlando.

I am just grouchy and annoyed today....

 

[rickandcindy23]

I have now been on the phone for > 45 minutes, according to the timer on my handset. Think of the staff required to take care of these problems, specifically caused by Starwood's need to control our deposits.

Maybe enough weeks get MF's paid, then assigned to II and never used that it's worth it to Starwood. Seems like a gotcha game to me.

This gal told me she cannot see my II confirms with the Starwoods, but on 12/21, Tiffany told me what I received from II for my 2011 weeks, and she was able to see the particular resorts I exchanged into. Who is right? Has to be Tiffany; otherwise, how would she know?

 

[rickandcindy23]

My Sands of Kahana confirmation finally came through today. It's been about 12 days since I grabbed the week from the online inventory. All I can say is what a relief..

But I also think this shows how truly messed up Starwood and II are together. The left hand has no idea what the right hand is doing.

 

[jarta]

No explanation of what the problem was, how it got cured and who killed the trade in the first place (II or Starwood).

 

[rickandcindy23]

No explanation of what the problem was, how it got cured and who killed the trade in the first place (II or Starwood).

No one will say it was them, so if you think I am leaving out the details, I am not. This is a mystery to me. Starwood said it was II's problem because the week was assigned; II said Starwood denied it.

But it was fixed, and kudos to Starwood people, who are very nice. But I am nice to them, too, because a little sugar really helps. I don't resort to saying, "Hon," "Darlin'," or "Sweetie," but I come awful close.

There was a three-way call with Starwood and II. The II guide actually recognized me as a longstanding member of II and said she has been there as long as we have been members.

 

[rickandcindy23]

I have 2 two bedroom units leftover from 2011, which I assigned to II back in October, and I think June. The October assignment isn't working with an ongoing search. I placed the ongoing search yesterday for an impossible-to-get date range for the Westin on Maui. I received this morning not just one, but five emails saying the following:

Thank you for contacting Interval International to begin an exchange. At this time we are unable to complete your request. There are several reasons you might be receiving this message, and Owner Services will be happy to provide you with more information.

You may be receiving this message if you:

Have a week from a previous Use Year available for exchange with Interval International
Are outside your date range to request an External Exchange assignment
Have already obligated your use right for this vacation ownership week
Must first satisfy financial obligations to your Homeowner Association
Interval International will maintain your Pending Exchange Request for seven days in order to provide you with an opportunity to contact Owner Services at 800 847 8262 or 407 903 4640 to discuss your available vacation options. If we do not hear from you, then your pending request will be cancelled.

Please contact us as soon as possible to help ensure that you do not lose your priority to confirm any pending vacation requests with Interval International. We look forward to hearing from you soon.

Sincerely,


Owner Services

I was simply trying to enter an ongoing search as a placeholder, so I remember I still haven't used those 2011 weeks.

The saga continues. The people are so nice. SO nice, but I hope they aren't rolling their eyes over there. :rofl:

 

[VacationForever]

I have 2 two bedroom units leftover from 2011, which I assigned to II back in October, and I think June. The October assignment isn't working with an ongoing search.

I have been lost trying to follow the old issue and I am lost again to your latest post. Did you assign to II back in October or June of last year? I am also not understanding the statement that Oct assignment isn't working with an ongoing search.

My issue with II-Starwood in the past had been a result of putting in a "request first" and then subsequently cancelling the request. Starwood does not release the week back as being available when that happens. When I tried to book again in II, Starwood would use a future year unit to reserve the unit. I caught it because I noticed my staroptions dropped off as being available. A 3-way call is what is needed to resolve. An eneducated Starwood agent at the beginning of the process would insist the units were no longer available because I had booked a 2-bedroom unit in II and of course, Starwood would need to give up both my halves of the 2-bedroom for the exchange even though I exchanged as a lockoff. After much rudeness from the Starwood agent and a very polite II agent, it was sorted out. I am now very careful and avoid cancelling a "request first" exchange. I did one such cancellation just 2 months ago and because I hate picking up the phone to call, I wrote to Starwood to ensure the unit was released back to being available and it took 7 emails to convince Starwood that it was so.

 

[rickandcindy23]

I assigned two different 2011 2 bedrooms at SBP to II, one in October and one in June. I have had one ongoing search for quite a while with the June week. The October week has caused confusion.

But Melissa at Starwood said it should be fine. She was sure the research department can fix it with II.

The lack of II assignment numbers is the problem. ST2 for every deposit isn't an assignment number. I want some specific number I can write on my spreadsheet for my II deposits. I get specific numbers when I reserve a week at SBP, so what's wrong with assigning a number to each deposit, then allowing us to enter that number into II. Then Starwood matches the number with their records and okays it with II. Seems so much better.

I still think the upper-level Starwood management is hoping people lose track of their weeks. Cynical, I know.

 

[Ken555]

I doubt anyone can reasonably defend the current system between II and SVN.

 

[DeniseM]

The most irritating thing about this situation is that Starwood and II have the capability of identifying all weeks deposited and exchanged, because they still do it with true fixed weeks. When you deposit or exchange a true fixed week, it is clearly labeled in your Acct. So the software allows it. Obviously, choosing to NOT clearly ID deposits and exchanges is a choice that Starwood has made under the 2009 rules.

 

[jarta]

"Obviously, choosing to NOT clearly ID deposits and exchanges is a choice that Starwood has made under the 2009 rules."

From what the OP was told, Starwood knew the right information and II had no idea what was used and what was not. II sent out the postcard. In the end, II backed off and the trade went through.

That's why I asked what the problem was, how it got cured and who killed the trade. The questions weren't to defend the system (it's clearly not working well) but to try and find out who isn't administering it well.

The OP says "The lack of II assignment numbers is the problem." ... eom

 

[DeniseM]

The problem is the system - it is so vague, that both II and Starwood get confused about deposits and exchanges - not to mention owners.

Let's say I own 3 Starwood timeshare and 1 of them is a fixed week. That means that at any given time, I could have 7 deposits "designated for exchange." But there is no online accounting of these deposits, so it's like I just throw them into a big pot and hope that someone is keeping track of what's in the pot.

Then, when I want to exchange - I can pick the resort, but I can't pick from the specific deposits in the pot, or specific years, so I just have to hope that someone at II can fish around in the big pot and pull out the week I want to use. Then I have to hope that someone at Starwood can fish around in their pot, and choose the matching week. But I have no idea if they do, because there is no place where I can look to see what has been deposited or exchanged!

The whole thing is ludicrous - and it was set up by Starwood - not II. Starwood dictates to II - not the other way around.

 

[rickandcindy23]

Agree with Denise, the system is a disaster.

Notice in the italicized email above from Starwood, copied exactly from my inbox, Starwood says:

Thank you for contacting Interval International to begin an exchange. At this time we are unable to complete your request. There are several reasons you might be receiving this message, and Owner Services will be happy to provide you with more information.

You may be receiving this message if you:
"Have a week from a previous Use Year...."

I needed to have all of my deposits with ongoing searches, especially after all of this trouble with my 2012 deposit. The placeholders are necessary to keep track of what I have.

 

[Ken555]

I must admit that one of the main negatives of giving away my SVR weeks (which I'd like to do given the MF increase this year) is replacing it with another SVN property that is not a fixed week. My SVR weeks are fixed and I don't personally deal with the incredible waste of time the rest of you do. I'm beginning to think this advantage might be worth the extra couple hundred $$ per year to simply keep my SVR weeks. It's certainly ridiculous for the system to have this much influence, especially when they're inconveniencing owners and employees at II and SVN. The system has the feeling of something created by someone without imagination and without knowledge of proper record keeping processes.

 

[rickandcindy23]

Another thing that's annoying.

Guide 1 could see what weeks I exchanged into through II, so I could make sure everything was as I have on my spreadsheet. She verified every week very quickly.

Guide 2 said she cannot see the II exchanges and cannot go over anything specific with me, but she can see which were assigned for 2011. That's no help at all.

Guide 3 said she could see my II exchanges and confirmed which two weeks I still have left for 2011, which matched my records.

What is the difference between these answers? Guide 2 was extremely nice, and so were the other two. I felt the customer service was superior. Was Guide 2 a new Starwood employee? I don't know the answer to that. But she was the first ever that said she couldn't see specific exchange info.

Starwood sees these posts. They should comment or change the system.

 

[linsj]

I've recently been toying with the idea of buying SDO to get the Starwood preference in II. After reading this thread, I killed that idea. I don't have time to deal with this kind of stuff. I need to see and do everything online. I can't believe how hopelessly outdated Starwood is!

 

[DeniseM]

I've recently been toying with the idea of buying SDO to get the Starwood preference in II. After reading this thread, I killed that idea. I don't have time to deal with this kind of stuff. I need to see and do everything online. I can't believe how hopelessly outdated Starwood is!

You could buy a true fixed week - I'd suggest Christmas or New Years. True fixed weeks do not fall under the 2009 rules. You can deposit the actual week, and it will should up in your acct. by actual date. Just be careful not to buy a fixed-float week - they trade like floating weeks.

Let's start a list of resorts with true fixed weeks:
1. SVR