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MARRIOTT / CORONAVIRUS [MERGED]

I have one problem with cruise ships and the Coronavirus. There are three (3) cruise ships sailings that have confirm Coronavirus on aboard. They are all
Princess Cruise ships. Why?
My understanding is the infection on the Grand Princess that just docked in Oakland yesterday came from crew members who had transferred to that ship from the Diamond Princess that had the infection in Japan. The other Princess ships that had some crew members tested were crew that had also transferred from one of the ships with the infections. So, my understanding is all of those were directly related.
 
We just got back from Kauai. No issues at all...plenty of water and toilet paper at the Costco there. Just go and take precautions.
 
Today I would say your greatest risk of infection is at Dulles. Coronavirus is spreading in DC and VA much more than HI. Also, TSA workers at SJC just tested positive so if you do go be careful and disinfect your luggage upon arrival. And as always wash your hands and don’t touch your face.
 
Only thing I've seen in Hawaii was that Honolulu Cookie Company just stopped providing samples in their stores, or at least the store in the Wailea Shopping Center. This is probably a company wide policy.
 
To date, as both a Titanium member of Bonvoy and a Vistana AND a Marriott Vacation Club owner, I've received nothing regarding the COVID-19 situation regarding reservations, etc. Instead, I get an "Exclusive Owner Events" invite to events that may very well get cancelled in the next couple of months. Meanwhile, as a Hilton Honors member who hasn't even stayed in at a Hilton property in like 4 years, I get the following detailed letter on the situation:

Dear Michael,

In these uncertain times, I wanted to reach out to you personally about what we are doing here at Hilton to support you and your travel plans. As the situation around novel coronavirus (COVID-19) continues to evolve, we are doing everything we can to ensure your travel safety and provide maximum flexibility.

Your Travel Safety

As it has always been, the safety and security of our guests and team members remains our highest priority. We take great pride in maintaining the highest standards of cleanliness and hygiene. In response to the coronavirus, we have taken additional measures developed in consultation with global and local public health authorities (including the WHO and CDC) to make our cleaning and hygiene protocols even more rigorous:
  • Our hotel teams are receiving ongoing briefings and enhanced operating protocols.
  • We have increased the frequency of cleaning our public areas (including lobbies, elevators, door handles, public bathrooms, etc.) and have continued the use of hospital-grade disinfectant.
  • We will continue to adjust food and beverage service in accordance with current food safety recommendations.
  • We have increased the deployment of antibacterial hand sanitizers.
We have activated our regional and global response teams to provide around-the-clock assistance to our hotels and are prepared to act swiftly should we be alerted to a case of coronavirus at one of our properties.

Your Travel Flexibility

We remain committed to offering you flexible booking options. Given these unique circumstances we are making additional adjustments to our individual booking policies to give you extra peace of mind:
  • Government Restrictions. In regions affected by government-issued travel restrictions, we will continue to waive change fees or offer full refunds. Please click here for the latest information on our travel waivers.
  • Existing Reservations. All reservations – even those described as "non-cancellable" (“Advanced Purchase”) – that are scheduled for arrival before April 30, 2020, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.
  • New Reservations. Any reservation you make – even those described as “non-cancellable” (“Advanced Purchase”) – that are booked between today and April 30, 2020, for any future arrival date, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.
If you need to adjust reservations made via the Hilton website, app or call center, please contact the Hilton Guest Assistance team. If you need to adjust reservations made through another travel site, please contact them for assistance.

Your Points and Status

We know that earning Hilton Honors Points and Status is an important way we show appreciation. We also know the current travel environment may limit your ability to stay with us.
  • We will pause the expiration of all points scheduled to expire between now and May 31, 2020.
  • We will make updates to the requirements for earning tier status for 2021. Since the situation is still evolving, it is too early to make and announce specific changes. We are committed to sharing details as soon as possible.
At Hilton, we believe it is in challenging times like these that the power of hospitality is needed most of all. Whether you are traveling now or in the future, our team members are ready to welcome you with the Hilton hospitality you’ve come to expect.

Chris

Chris Nassetta
President & CEO, Hilton
 
Same here. Not a peep from Marriott, where I've stayed almost exclusively for many years. Have not been in a Hilton maybe once in that time, very impressed with their email, it is fair and thoughtful email.
 
I’m in Spain and with last nights announcements I can not travel now as planned, rescheduled my flights at no cost but called the resort itself, II both answered and said couldn’t help resort said owner services and II said use my eplus but then no guarantee. Marriott owner services 35 mins on the phone and still couldn’t speak to anyone. I’m really hoping they get their finger out and help their customers as best they can.


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Marriott’s Updated Statement
Novel Coronavirus (COVID-19)

 
I don't see anything in the announcement about timeshares. It's only about hotels.
 
I have an upcoming reservation on April 3, 2020 and called the owner's website. Over a 1 hour wait. I then tried to start an online chat and they have no representatives available. This is horrible customer service.
 
I don't see anything in the announcement about timeshares. It's only about hotels.

True - but it's professionally done, transparent, clearly written, PROACTIVE, and answers the questions I would have as a Hilton Honors member. As opposed to the "go look at the WHO site" reference on the Vistana, MVC, and having to find it on the Bonvoy site.
 
I don't see anything in the announcement about timeshares. It's only about hotels.
OP mentioned Titanium so Bonvoy info. Similar post is own the MVCI owner site

Marriott Vacation Club is actively monitoring the situation regarding the spread of the Novel Coronavirus (COVID-19), including related guidance provided by local government and public health officials, and is following any protocols issued by governmental authorities and agencies in the locations in which we do business. All resorts remain open at this time. We encourage all Owners, Members and guests to refer to the World Health Organization (WHO), the Centers for Disease Control (CDC) or their local health authority for more information about COVID-19.

The health and safety measures that are already in place at our resorts and properties are designed to address a broad spectrum of viruses, including COVID-19. Our cleaning protocols include everything from handwashing hygiene and cleaning product specifications, to villa and common area cleaning procedures. However, in response to the spread of COVID-19, our resorts and properties have also increased the cleaning protocols for high frequency guest touchpoints. As always, the safety and well-being of our Owners, Members, guests and associates is our top priority
.
 
What exactly are owners expecting from Marriott Vacation Club to do? Some recommendations would be welcome I guess. But have in mind, as owners we should share the benefits and the burden with the developers.

If everyone is cancelling the current year reservations, do you expect Marriott to have accommodation for the next year for everyone instead? Where would that inventory come from?
 
What exactly are owners expecting from Marriott Vacation Club to do? Some recommendations would be welcome I guess. But have in mind, as owners we should share the benefits and the burden with the developers.

If everyone is cancelling the current year reservations, do you expect them to offer accommodation for the next year instead? Where would that inventory come from?

Allow changes within the year according to availability?


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Maybe banking like Vistana did after Irma & Maria hit St John?
 
Allow changes within the year according to availability?


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And what if there is no availability?

Referring people to the WHO or CDC is appropriate as guidelines change as more information is available.
Am I the only one getting totally sick of all the threads on Covid 19. Geez
 
Allow changes within the year according to availability?


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Owners could always do this. Obviously different with trades.
 
And what if there is no availability?

Referring people to the WHO or CDC is appropriate as guidelines change as more information is available.
Am I the only one getting totally sick of all the threads on Covid 19. Geez
over 1 billion mentions in the media, 60 deaths a day
 
Where would that inventory come from? It would come from the same place as the inventory still for sale in the Marriott system. Where did the inventory come from when they created the DC program and started selling points? Where does it come from when MVC sells inventory for $299 teaser vacations to obtain new buyers?

I expect the 59 day rule to go away to allow changes. I expect limited period owners to be offered the opportunity to reserve available inventory outside of their ownership period. As an owner, I expect contingency plans at every resort posted resort website indicating what they are doing AT THAT RESORT. I do not expect to receive 4 calls in one day to schedule my appointment for an owner update, when the caller cannot tell me anything about what's going on in the area re: COVID-19, let alone what the resort is doing to combat it's spread. In reality, if the MVCI and managers of individual resorts posted links on the resort website to local information on what's happening in their community, as well as what their resort is doing, that would show owner-centered service and be meaningful. As an owner (or renter), I would be better equipped to make decisions about travel - especially if I am traveling with older family members or persons with chronic conditions. In addition, I would be better able evaluate my own risk/benefit ratio as I weigh go/not to go decision. While a general message is posted, it does not make sense to have the same message for a resort in Aruba as in Italy. Essentially, that's what happens when a general message is posted on a general website. Lastly, even on the general hotel site, where "cancellations" are being allowed out of routine policy is only for Asia, Italy, and Saudi Arabia. What about high incident communities in the U.S.?
 
Where would that inventory come from? It would come from the same place as the inventory still for sale in the Marriott system. Where did the inventory come from when they created the DC program and started selling points? Where does it come from when MVC sells inventory for $299 teaser vacations to obtain new buyers?

I expect the 59 day rule to go away to allow changes. I expect limited period owners to be offered the opportunity to reserve available inventory outside of their ownership period. As an owner, I expect contingency plans at every resort posted resort website indicating what they are doing AT THAT RESORT. I do not expect to receive 4 calls in one day to schedule my appointment for an owner update, when the caller cannot tell me anything about what's going on in the area re: COVID-19, let alone what the resort is doing to combat it's spread. In reality, if the MVCI and managers of individual resorts posted links on the resort website to local information on what's happening in their community, as well as what their resort is doing, that would show owner-centered service and be meaningful. As an owner (or renter), I would be better equipped to make decisions about travel - especially if I am traveling with older family members or persons with chronic conditions. In addition, I would be better able evaluate my own risk/benefit ratio as I weigh go/not to go decision. While a general message is posted, it does not make sense to have the same message for a resort in Aruba as in Italy. Essentially, that's what happens when a general message is posted on a general website. Lastly, even on the general hotel site, where "cancellations" are being allowed out of routine policy is only for Asia, Italy, and Saudi Arabia. What about high incident communities in the U.S.?

Well said!


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Where would that inventory come from? It would come from the same place as the inventory still for sale in the Marriott system.
Marriott pays the maintenance fees for the inventory it owns. They use it to rent, hopefully for a profit. You want to basically give it to you, it would put them in an insolvancy position pretty fast. Not to mention, if they own 5% of the inventory, that would not be sufficient to satisfy the other 95%
 
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