Marriott is making errors on guest confirmations for Vistana resorts

[rickandcindy23]

Check-in is 2/23, so there is plenty of time. RW just loves to nag.

 

[dioxide45]

It was in August, so 5 mos. ago, but recent enough to apply to the current reservation situation.

Owner not allowed to check-in: https://tugbbs.com/forums/threads/n...ervice-down-since-mariott-acquisition.366978/

Thanks. I went over and looked to refresh my memory. I certainly saw the thread but didn't remember it or how to find it now.

That said, this looks to be a one off situation where the person had a confirmation number and the resort wasn't able to find the reservation. More of a system issue than a blanket policy where the resort wants both ID and the confirmation number to checkin.

We checked in to many Vistana resorts in August through December without issue and only showing our ID. In fact, in many cases the reservation is in my wife's name but I am able to checkin showing both of our IDs.

Without any reported new situations, I am still not really convinced that resorts are demanding the guest provide a confirmation number to be able to checkin. These seem to be isolated situations and perhaps more so when a guest name change has been made.

 

[DeniseM]

I'm not trying to convince anyone of anything. What I'm doing is sharing some personal experiences with different types of reservation issues so Tuggers know how to protect themselves.

 

[EnglishmanAbroad]

Thanks. I went over and looked to refresh my memory. I certainly saw the thread but didn't remember it or how to find it now.

That said, this looks to be a one off situation where the person had a confirmation number and the resort wasn't able to find the reservation. More of a system issue than a blanket policy where the resort wants both ID and the confirmation number to checkin.

We checked in to many Vistana resorts in August through December without issue and only showing our ID. In fact, in many cases the reservation is in my wife's name but I am able to checkin showing both of our IDs.

Without any reported new situations, I am still not really convinced that resorts are demanding the guest provide a confirmation number to be able to checkin. These seem to be isolated situations and perhaps more so when a guest name change has been made.

I mentioned earlier on the thread that we had a problem last week when checking in at WKORVN for a Home Ownership reservation I'd made 12 months prior. This is the first time we'd had any problem in 20+ years as an owner and at any resort. They asked my name. Couldn't find the reservation. Do you have a middle initial? No. They asked my wife's name. Couldn't find the reservation. Does she have a middle initial. Yes it's L. Couldn't find the reservation. Do you have your reservation number? Not to hand but I can get it for you if I get my laptop out and sign in to our account. I was on the verge of doing this when she said, don't worry I've found it. Phew! Not sure what the problem was but it definitely happened.

 

[rickandcindy23]

I mentioned earlier on the thread that we had a problem last week when checking in at WKORVN for a Home Ownership reservation I'd made 12 months prior. This is the first time we'd had any problem in 20+ years as an owner and at any resort. They asked my name. Couldn't find the reservation. Do you have a middle initial? No. They asked my wife's name. Couldn't find the reservation. Does she have a middle initial. Yes it's L. Couldn't find the reservation. Do you have your reservation number? Not to hand but I can get it for you if I get my laptop out and sign in to our account. I was on the verge of doing this when she said, don't worry I've found it. Phew! Not sure what the problem was but it definitely happened.

That's unacceptable and pretty scary. Unless your name is Jones, Smith or Williams, it shouldn't be hard to find an owner's reservation with a simple name.

 

[jabberwocky]

I don't think this is a manual process. I understand that when you make a VSN or home resort reservation, it shows up right away on Marriott.com in My Trips.

I agree. My experience lately has always been that the Vistana reservations made with the Villafinder always show up almost immediately in the Marriott app.

I’m wondering if it wouldn’t be prudent to also ensure the Bonvoy number for the person checking in is attached to the reservation? I’ve never been asked for anything other than ID at check-in since Marriott took over Vistana - including three stays in the past month.

Edited to add:

One of these recent stays was an II reservation. The other two were made using my parents SO - I was listed as the guest with the change made online in the Vistana system. I didn’t make a change on the Marriott site - but the reservation showed up automatically in the Bonvoy app.

 

[DeniseM]

The key word is "GUEST" reservations. There is zero doubt that Marriott is entering Vistana guest names into their system (Marriott's system) manually, because nothing else explains Marriott confirmations (for Vistana resorts) being issued with completely wrong last names, and obvious typos. If it was all automatic, how could the names in the Marriot system be different than the names the owners entered in Vistana? This doesn't seem to apply to reservations in the owner's name, or II exchanges.

 

[daviator]

The key word is "GUEST" reservations. There is zero doubt that Marriott is entering Vistana guest names into their system (Marriott's system) manually, because nothing else explains Marriott confirmations (for Vistana resorts) being issued with completely wrong last names, and obvious typos. If it was all automatic, how could the names in the Marriot system be different than the names the owners entered in Vistana? This doesn't seem to apply to reservations in the owner's name, or II exchanges.

Yes, I erroneously conflated the two situations, and I apologize for my mistake.

Reservations made via Vistana will automatically get created in the Marriott system as well, essentially instantly.

Changes to the name(s) authorized to check in on an existing reservation are apparently made manually, even when submitted electronically using the online process.

Sorry for confusing things instead of clearing them up!

 

[DavidnRobin]

I'm not trying to convince anyone of anything. What I'm doing is sharing some personal experiences with different types of reservation issues so Tuggers know how to protect themselves.

I appreciate this and always have my reservation number via the BonVoy App for our VSN and MVC reservations, but never asked as they have me in their system. As mentioned, Owner reservations show up immediately on the BonVoy App, but name changes to others takes a few days to be delisted from my account on the BonVoy App.

But... I have no control of a renter via RedWeek knowing the 8-digit number and have no idea whether RedWeek supplies it to them. Also, once the listing is removed from my account, I have no idea whether the name change was correct, nor do I have a way of finding out.

I have two RW rentals coming up soon (OFD studio, and WKV) - hope it goes well for the renter.