Marriott is making errors on guest confirmations for Vistana resorts

[rickandcindy23]

Guest information from Vistana hasn't gotten to Marriott yet. Redweek wants me to call Marriott. They are not answering the phone at the # RW gave me.

What is wrong with this picture?

 

[DeniseM]

Cindy - When is check-in? Keep in mind that Redweek has no idea what is going on with this.

 

[dioxide45]

Guest information from Vistana hasn't gotten to Marriott yet. Redweek wants me to call Marriott. They are not answering the phone at the # RW gave me.

What is wrong with this picture?

Marriott won't touch it. They won't accept proof from Vistana.com of the name change?

 

[DeniseM]

No - because the front desk at the Westin won't accept it...

 

[luv_maui]

Currently, you need BOTH the 8-digit/Marriott and 6-digit/Vistana confirmation numbers to check-in. As you may recall, an owner was not allowed to check in a few weeks ago, because they didn't have this info at check-in.

We just checked into WKORV with our owner week. Didn’t need to show them any confirmation numbers to check in, just our ID. Are you talking about owner weeks with guest names?

 

[DeniseM]

Not just guests - recently an owner was not allowed to check in for a home resort reservation in his own name. It was discussed here.


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[DavidnRobin]

Not just guests - recently an owner was not allowed to check in for a home resort reservation in his own name. It was discussed here.


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I have never had to show anything but my ID for our many HomeResort or StarOption reservations, or for our MVC Abound [Las Vegas (x6) and Big Island (x1]) reservations. Also, our Vistana reservations for friends have also never only been asked for more than their ID.
tbh, I think there is more to their story.

 

[DeniseM]

This is fairly new - they are transitioning over to the Marriott reservation system, and they want you to have the 8-digit Marriott number when you check in.

 

[ljmiii]

This is fairly new - they are transitioning over to the Marriott reservation system, and they want you to have the 8-digit Marriott number when you check in.

I wonder if it depends on location. Cabos San Lucas needed passports but made no further inquiries when I checked in earlier this month.

Though I confess that I am confused by, "...transitioning over to the Marriott reservation system..." being a cause. No Marriott Int'l nor MVC location has ever asked me for my reservation number...just my ID and credit card.

 

[DeniseM]

It's only a matter of time.

 

[ljmiii]

It's only a matter of time.

I hesitate to say this...but I don't think that is true. No one brings reservation numbers with them anymore.

Perhaps more to the point, I haven't scented a whiff of this on any of the many Marriott Int'l nor MVC social media groups to which I belong. Nor Vistana for that matter...but that is a much smaller sample set.

How many owners have reported being denied check in without knowing their reservation number?

 

[DeniseM]

15 min. ago I had this conversation with a renter:

Panicked guest: Help - the front desk says they don't have my reservation!!!
Me: Did you give them the 8-digit reservation number?
Panicked guest: What 8-digit reservation number?
Me: The one on your rental agreement and various emails.
Panicked guest: Uh, no
Happy guest: I called them again with the 8-digit number and they found my reservation! WHEW!!!!

 

[DeniseM]

If you haven't had this issue yet - good for you! This is just a PSA so that you know what to do if this happens to you:
1. make sure you have the 8-digit Marriott reservation number.
2. make sure the reservation in the Marriott system has the correct name on it.

 

[ljmiii]

Panicked guest: Help - the front desk says they don't have my reservation!!!...

Happy guest: I called them again with the 8-digit number and they found my reservation! WHEW!!!!

Wow...but now I'm left wondering what has gone wrong so seriously wrong with the reservation system at Vistana resorts that the front desk can't find a guest's reservation by name. Which I suppose *is* the title of this thread...

 

[DeniseM]

I'm not sure: When it first started happening, owner services denied there was a problem. Then after a while, they would kind of beat around the bush if you asked them why the front desk can't find reservations: "New staff," "Easier to look up under the Marriott number," "They should be able to find it," etc.