Marco Under Water?? / Hurricane Ian-impacted reservations ? [MERGED]

[Superchief]

Marriott's HUB website just plain sucks. Not only does it not have updated information, it is also clunky to use and the resort list doesn't load as you start to type in a resort name. Here is what it says about Sheraton Vistana Villages in Orlando. The Key West pool isn't supposed to be closed until January but the dates for that pool closure overlap with the St Augustine Pool being closed.
From Sept. 5–13, 2022, the St. Augustine Pool will be closed for refurbishment. All other resort pools and amenities are expected to remain open during this time.

The Key West Pool will be closed for refurbishment from Sep. 5, 2022, through Oct. 13, 2022. All other resort pools and amenities are expected to remain open during this time

Keep in mind that an effective communication website would reduce the need for owner support staff, and reduce the amount of income they get from the 10% management fee markup.

 

[Superchief]

MVC is certainly consistently lacking in the area of timely communications.

The hub was last modified on 9/29. You would think they would provide more timely information

 

[Superchief]

I called MVC Chairman Owner Services at about noon and was surprised that my call was answered quickly. They actually didn't have much information available to them and weren't even aware the resort was still closed. I was on hold for several minutes while the checked on the status and returned to tell me the resort was waiting for further inspections. They were also told the hub would be updated today, which still hasn't happened. They would not say whether it will open sooner or later, or whether there was damage to fix. The only thing I learned is that my point use deadline would not likely be extended. The agent was very helpful and understanding, but seemed frustrated regarding what information they were being provided.
I'm hoping they are just waiting for inspections by the local authorities to allow the resort to reopen, but they aren't providing any information.

It is frustrating that MVC is not more transparent and caring about their owners. They could easily update the resort status to inform us whether there is significant damage that will require longer closure, or if there are only minor things to be resolved. Most other nearby businesses are open and operating, so it doesn't appear there was significant damage in the area. All of us with reservations in the next few weeks need to make quick decisions as 2022 inventory is quickly running out. Does anyone have an email address of someone who needs to be aware of our frustrations? This is a repeat of the terrible communication when Ocean Point and Oceana Palms were closed a few years ago.

 

[Pamplemousse]

I called MVC Chairman Owner Services at about noon and was surprised that my call was answered quickly. They actually didn't have much information available to them and weren't even aware the resort was still closed. I was on hold for several minutes while the checked on the status and returned to tell me the resort was waiting for further inspections. They were also told the hub would be updated today, which still hasn't happened. They would not say whether it will open sooner or later, or whether there was damage to fix. The only thing I learned is that my point use deadline would not likely be extended. The agent was very helpful and understanding, but seemed frustrated regarding what information they were being provided.
I'm hoping they are just waiting for inspections by the local authorities to allow the resort to reopen, but they aren't providing any information.

It is frustrating that MVC is not more transparent and caring about their owners. They could easily update the resort status to inform us whether there is significant damage that will require longer closure, or if there are only minor things to be resolved. Most other nearby businesses are open and operating, so it doesn't appear there was significant damage in the area. All of us with reservations in the next few weeks need to make quick decisions as 2022 inventory is quickly running out. Does anyone have an email address of someone who needs to be aware of our frustrations? This is a repeat of the terrible communication when Ocean Point and Oceana Palms were closed a few years ago.

Superchief when is your reservation?
Ours is at the end of the month.
In addition to the hub I’ve also been watching the JW Marriott webpage which originally said reservation were cancelled through 10/3, then 10/12 and now it gives a link to the hub for updates- which lands on crystal shores page (not hotel).

 

[Superchief]

Superchief when is your reservation?
Ours is at the end of the month.
In addition to the hub I’ve also been watching the JW Marriott webpage which originally said reservation were cancelled through 10/3, then 10/12 and now it gives a link to the hub for updates- which lands on crystal shores page (not hotel).

10/15. Communication is terrible. If I treated my customers like this I would be out of business. It's unbelievable that they send you to a hub, but never update the hub.

 

[Superchief]

Superchief when is your reservation?
Ours is at the end of the month.
In addition to the hub I’ve also been watching the JW Marriott webpage which originally said reservation were cancelled through 10/3, then 10/12 and now it gives a link to the hub for updates- which lands on crystal shores page (not hotel).

I checked the JW and Crystal Shores reservation availability on the Marriott Hotel website, and there is no availability at either until 10/29. I'm not sure whether this is due to capacity issues or expected hurricane closure. MVC has still not updated the Hub since 9/29.

 

[Pamplemousse]

I checked the JW and Crystal Shores reservation availability on the Marriott Hotel website, and there is no availability at either until 10/29. I'm not sure whether this is due to capacity issues or expected hurricane closure. MVC has still not updated the Hub since 9/29.

My reservation is a week later than you so I have more time to let it ride.
I’m guessing the hub hasn’t been updated because they still don’t know and don’t want to be wrong.
We are limited to traveling that week and there it literally nothing else available with my expiring points so I’m fine to wait it out.
Hopefully info will be coming soon and the damage is not too bad. Such a sad situation.

 

[Superchief]

My reservation is a week later than you so I have more time to let it ride.
I’m guessing the hub hasn’t been updated because they still don’t know and don’t want to be wrong.
We are limited to traveling that week and there it literally nothing else available with my expiring points so I’m fine to wait it out.
Hopefully info will be coming soon and the damage is not too bad. Such a sad situation.

They should at least post an update regarding the conditions of the resort and what needs to be done to reopen. If there is substantial damage, then I can assume it won't reopen in time. However, if they are just waiting for inspections or staff, there is a good chance it will open in time. The current hub post is a lie, since power and water have definitely been restored to the area. The fact that they aren't even keeping owner services up to date is totally unacceptable. Most of us have a lot of money invested in our reservations.

 

[vol_90]

Latest from the marriottvacationclub website:

 

[jpc763]

So they updated HUB today and the update is just trash. All they changed is that they have power. No other information at all. My check in is also 10/15 and I have not received anything from them about my reservation. It is clear from satellite pictures that at least 2 of the pools had storm surge in them so there is something that happened.

 

[Superchief]

So they updated HUB today and the update is just trash. All they changed is that they have power. No other information at all. My check in is also 10/15 and I have not received anything from them about my reservation. It is clear from satellite pictures that at least 2 of the pools had storm surge in them so there is something that happened.

I agree. The Hub updates are pathetic and this is the first one in five days. They should at least post the dates for which check-ins have been cancelled. This would give us an idea about how long they expect to be closed. I checked facebook and someone with a 10/8 check asked whether that would likely be cancelled and the GM referred her to the hub and told her she would be contacted by owner services if the reservation will be cancelled. However, nobody in owner services knows the current status and are unable to give us the dates that are already being cancelled. Based on my experiences with MVC, I don't expect to be contacted until the last minute so there will be no chance to redeposit points.

Has anyone had their reservation for this or next week been contacted by owner services? If so, how far in advance prior to check-in date were they contacted?

At this point, there is very limited availability for MVC reservations through the end of the year, and availability is diminishing every day. At this point, there are very few options:

1. Wait to see what happens and have my reservations cancelled if resort is still closed. Hopefully, my MVC insurance will fairly cover my cost for points, although I'm not sure how they will determine the point values and I used some Plus Points that really don't have a designated value.
2. I could cancel my reservation now and try to find an alternative destination. There really isn't currently any availability at a place I want to go and air fares are much higher.
3. I could wait another week and cancel at that time, but there will be less availability than there is today.

 

[Superchief]

There are a few recent posts on Facebook. Ironically, the reply is to check the hub which has basically no information. However, some recent replies are helpful. Here is the most recent one:

"Hi, Scott. We apologize for the misinformation. If there are changes to your reservation, you will be notified. As of now, there have been no cancelations for 10/07.'

Why can't they just add the currently'cancelled through' dates to the hub each day. That would make everyone's life easier. I don't use facebook for various reasons, so I shouldn't have to rely on it for current resort information.

 

[Pamplemousse]

Someone posted on the crystal shore Facebook group that they contacted the resort via their public Facebook page and they were told they had not cancelled anyone beyond 10/5.

 

[gln60]

Someone posted on the crystal shore Facebook group that they contacted the resort via their public Facebook page and they were told they had not cancelled anyone beyond 10/5.

IMHO.........that's a woefully inadequate response

 

[Superchief]

Someone posted on the crystal shore Facebook group that they contacted the resort via their public Facebook page and they were told they had not cancelled anyone beyond 10/5.

Yet!!!

 

[hcarman]

I agree with the above posts and also don’t understand the lack of transparency. I am a deeded owner there which means, putting my upcoming reservation aside, I have other reasons to have interest in damages to the property. They should be doing what other vacation clubs are doing which is posting approximate dates of reopening. If there is significant damage it will be months - if not, weeks - list it that way. We should be given some idea. At least that is fair so guests can attempt to make other plans or attempt to use points in other ways. I did see some photos on FB, they were mainly of the pool area and the only issues appeared to be debris in pools. The deck was intact looking, all pool railings still intact, trees still standing, etc. - so that part of the resort didn’t look too bad.

 

[TravelTime]

It's rather disappointing that MVC hasn't updated the hub page with the current status and expected reopening date. The hub still shows power being out in the area, which is no longer true. I checked the Google maps and all roads in the area are open. Many restaurants nearby are also open, with the exception of Da Vinci's (temporarily closed). Any update would reduce the number of people trying to call the resort or owner services. It would be very helpful if they posted an update regarding the current resort status, what needs to be done to reopen, and whether it will likely be closed for an extended period of time. Time and inventory are running out if alternative point reservations will be needed, so timely updates would help all of us. They should provide a daily status report on the hubsite.

We have a reservation for 11 nights in June. I assume it will be up and running in June. If I have to cancel, there is nowhere left for June that I would want to go. I would get the points returned and need to use them by June 30, 2024. I guess I should not be too concerned compared to other people here.

 

[hcarman]

I live in Lakewood Ranch which is just East of Sarasota. The storm was awful- 18 hours of 150+ mile an hour winds. Thank goodness for hurricane shutters and whole house generators- we have both. The shutters were very necessary but we never lost power. I have friends a mile away who still do not have power or internet. There is a lot of landscaping damage throughout the area. The grocery stores have NOT gotten deliveries so if you are coming down here don't count on grocery shopping and cooking. Also many gas stations are out of gas. In addition I 75 is closed from exit 193-exit 179 due to the flooding of the Myakka River. I just received notice that a levee has burst on that river and since I live in Manatee County they said that we will not be effected.
Not to be nasty but I am sorry if your vacation plans have been ruined by Ian, but 100's of thousands of lives have been disrupted here. Right now with a shortage of gas and food we don't need visitors complaining that their plans have to be altered. We consider ourselves to be the lucky ones but many have lost their homes and livelihood.

I of course think people would be understanding about vacation plans being cancelled, but what most are upset about is the lack of transparency. They would just like to know if they should go ahead and cancel their plans if damage to resort is severe. Many have spent lots of money on this property and would like to know its status - they have a vested interest in it. Coming from FL myself, I can tell you many people rely on the tourists for their livelihood and to keep the economy going. And it will take tourists willing to come to an area with damage and businesses closed to get the tourist economy going and many will volunteer to help where needed.

 

[TravelTime]

I agree. The Hub updates are pathetic and this is the first one in five days. They should at least post the dates for which check-ins have been cancelled. This would give us an idea about how long they expect to be closed. I checked facebook and someone with a 10/8 check asked whether that would likely be cancelled and the GM referred her to the hub and told her she would be contacted by owner services if the reservation will be cancelled. However, nobody in owner services knows the current status and are unable to give us the dates that are already being cancelled. Based on my experiences with MVC, I don't expect to be contacted until the last minute so there will be no chance to redeposit points.

Has anyone had their reservation for this or next week been contacted by owner services? If so, how far in advance prior to check-in date were they contacted?

At this point, there is very limited availability for MVC reservations through the end of the year, and availability is diminishing every day. At this point, there are very few options:

1. Wait to see what happens and have my reservations cancelled if resort is still closed. Hopefully, my MVC insurance will fairly cover my cost for points, although I'm not sure how they will determine the point values and I used some Plus Points that really don't have a designated value.
2. I could cancel my reservation now and try to find an alternative destination. There really isn't currently any availability at a place I want to go and air fares are much higher.
3. I could wait another week and cancel at that time, but there will be less availability than there is today.

How does the insurance throuthe MVC work? I was reading the info on the website. It did not mention points. It also said the insurance starts 2 days before travel. Am I reading this correctly?

 

[gln60]

We have a reservation for 11 nights in June. I assume it will be up and running in June. If I have to cancel, there is nowhere left for June that I would want to go. I would get the points returned and need to use them by June 30, 2024. I guess I should not be too concerned compared to other people here.

Same here...We have 7 nights in May…but there appears to be a lack of transparency…and that’s no way to treat owners or customers..especially ones that have reservations in the next month.

 

[wuv pooh]

Not to be "that guy", but sheesh it's only been a week since a devastating hurricane. There was a mandatory evacuation of Marco Island and MVC customer service is located in Orlando, which also had some severe flooding in spots. Are the employees back to the office or taking care of their families? Are the Collier county building inspectors working 24/7 to evaluate resorts for occupancy or do they have other priorities? Does Collier county even answer the phone at this point? If this makes you stressful, now you have learned to buy travel insurance if you are traveling in hurricane season. Would you feel better if Marriott put on the Hub that the resort is fine but that we have not been able to get required occupancy/elevator inspections and do not know the date that Collier county will approve occupancy? I think you know that much just by common sense. When they have more they will post it.

 

[dioxide45]

Not to be "that guy", but sheesh it's only been a week since a devastating hurricane. There was a mandatory evacuation of Marco Island and MVC customer service is located in Orlando, which also had some severe flooding in spots. Are the employees back to the office or taking care of their families? Are the Collier county building inspectors working 24/7 to evaluate resorts for occupancy or do they have other priorities? Does Collier county even answer the phone at this point? If this makes you stressful, now you have learned to buy travel insurance if you are traveling in hurricane season. Would you feel better if Marriott put on the Hub that the resort is fine but that we have not been able to get required occupancy/elevator inspections and do not know the date that Collier county will approve occupancy? I think you know that much just by common sense. When they have more they will post it.

I think everone understands the coplexities of the issue. One thing that should be pointed out is that HGVC has sent communication to their owners regarding their affiliate resorts on Marco Island. HGVC is probably dealing with many of the same issues. Owners and guests are just looking for basic information. They would be better to send something out like HGVC did than to just leave people in the dark with very poor communication. If HGVC can communicate to owners and guests, certainly MVC could do the same?

HGVC Email re Sanibel/Captiva/Fort Myers and Marco Island Ownerships

Dear Owner, We write today to share an update with you regarding the impacts of Hurricane Ian to properties located in the Sanibel/Captiva/Fort Myers region. All properties in the impacted area remain closed. These properties are: Seawatch On-the-Beach Resort Hurricane House Resort Casa...

tugbbs.com

 

[Superchief]

It's pretty bad when they tell people to go to the hub, but it is never updated with any useful information. The best information I found was on the facebook page. Their facebook page is also telling people to go to the hub, but their responses to specific questions provide more status details. Owner services is telling people incorrect information because they aren't even kept in the loop. According to their last facebook response, today was the last day that reservations were cancelled. It will be interesting to see if people can check in tomorrow, and whether the Hub shows the resort is now open.

 

[wuv pooh]

I think everone understands the coplexities of the issue. One thing that should be pointed out is that HGVC has sent communication to their owners regarding their affiliate resorts on Marco Island. HGVC is probably dealing with many of the same issues. Owners and guests are just looking for basic information. They would be better to send something out like HGVC did than to just leave people in the dark with very poor communication. If HGVC can communicate to owners and guests, certainly MVC could do the same?

HGVC Email re Sanibel/Captiva/Fort Myers and Marco Island Ownerships

Dear Owner, We write today to share an update with you regarding the impacts of Hurricane Ian to properties located in the Sanibel/Captiva/Fort Myers region. All properties in the impacted area remain closed. These properties are: Seawatch On-the-Beach Resort Hurricane House Resort Casa...

tugbbs.com

I agree, but the reality is that message says the exact same thing as the Hub - nothing. If it makes people feel better OK, but my feelings are low on the priority list given the situation. I take it for granted that Marriott did the best they could for their employees and are looking for ways to expedite getting any required inspections. I do not know their policy on maintenance fee reimbursements for closure, so that would be interesting but will probably take weeks/months to settle out. Seems like a pretty simple disaster plan to send out a hand holding message that does not commit to anything but I guess Marriott has dropped the ball on that. I assume they are more actively working with people who have actual reservations in the near term but maybe that is not the case. I am just starting to get some information on favorite restaurants and such and I guess the domes off Cape Romano are officially gone :-(

 

[JIMinNC]

I agree, but the reality is that message says the exact same thing as the Hub - nothing. If it makes people feel better OK, but my feelings are low on the priority list given the situation. I take it for granted that Marriott did the best they could for their employees and are looking for ways to expedite getting any required inspections. I do not know their policy on maintenance fee reimbursements for closure, so that would be interesting but will probably take weeks/months to settle out. Seems like a pretty simple disaster plan to send out a hand holding message that does not commit to anything but I guess Marriott has dropped the ball on that. I assume they are more actively working with people who have actual reservations in the near term but maybe that is not the case. I am just starting to get some information on favorite restaurants and such and I guess the domes off Cape Romano are officially gone :-(

I agree that the HGVC response email doesn't really offer any more truly actionable information that would allow an owner to know any better what is going to happen to their reservation than does the Marriott hub info. However, in my opinion, the greater detail and explanation from HGVC is much better communication than what MVC has done. It comes across as more transparent and honest and gives the impression they are telling you all that they know. It's a different communications philosophy. Perhaps whomever is in charge of communication at MVC has adopted the popular communications philosophy that people won't read long detailed explanations and want short, cryptic "Tweet-like" communications. That kind of communications approach has been growing in popularity in the corporate communications business, but I don't think it is a good way to handle unexpected disasters like this. In this case more is better, as HGVC seems to understand.