Marriott is making errors on guest confirmations for Vistana resorts

[rickandcindy23]

So frustrated! I've been using Redweek for years to successfully rent units by way of their verified system. 10 days ago I paid money for a rental that the owner accepted, and it is still waiting for final confirmation! Thank goodness I have credit card protection. I rented from the same resort back in November and everything went thru within the 5 day period. Recently after reading the Redweek Forums, I found out that Redweek changed their rules and no longer provide contact info for either party to be able to reach eachother. Also, I found out Marriott (the resort in question ) no longer is allowing last minute rentals within 30 days of check in, (the unit we are attempting to rent is 8 days over that range). Apparently there is a HUGE back log in the name change system and several errors are being made with mis-pelling names etc. In the past I have been able to call the resort to verify that the owner on redweek is an owner at the resort. Marriott is no longer allowing me ANY info, which I can understand. However, Redweek has reached out to the owner twice with no response so I don't even know if he has attempted to change names on reservation to my name. Marriott could not find me in their reservation system.

I have no other choice but to cancel this rented unit or double book a hotel in the location I'm traveling to that has free cancellation in case this goes thru.

Have others Owners/renters been experiencing struggles like this?? Any advice?

I wouldn't cancel this week with Marriott's delay in changing the name being the issue. Marriott has a form the owner can fill out for a last-minute rental.

Redweek should make good on the rental. I honestly don't think RW knows the inside scoop of the name change process for a last-minute rental.

I did rent my 3/8 Westin studio week very last-minute. I hope they don't have trouble checking in today. I used verify/ protect. I am here on the island. Maybe I should drive over there to make sure everything is okay with it. You made me second guess my guest's success at check-in, and I am grateful for that.

 

[hcarman]

So frustrated! I've been using Redweek for years to successfully rent units by way of their verified system. 10 days ago I paid money for a rental that the owner accepted, and it is still waiting for final confirmation! Thank goodness I have credit card protection. I rented from the same resort back in November and everything went thru within the 5 day period. Recently after reading the Redweek Forums, I found out that Redweek changed their rules and no longer provide contact info for either party to be able to reach eachother. Also, I found out Marriott (the resort in question ) no longer is allowing last minute rentals within 30 days of check in, (the unit we are attempting to rent is 8 days over that range). Apparently there is a HUGE back log in the name change system and several errors are being made with mis-pelling names etc. In the past I have been able to call the resort to verify that the owner on redweek is an owner at the resort. Marriott is no longer allowing me ANY info, which I can understand. However, Redweek has reached out to the owner twice with no response so I don't even know if he has attempted to change names on reservation to my name. Marriott could not find me in their reservation system.

I have no other choice but to cancel this rented unit or double book a hotel in the location I'm traveling to that has free cancellation in case this goes thru.

Have others Owners/renters been experiencing struggles like this?? Any advice?

The time it takes Marriott to process name changes varies greatly - unfortunately. As an owner, I usually send the renter a copy of the submittal so they can check contact info and they know I submitted. But I do the rental on my own through Redweek - not as full service. I follow up if it is taking Marriott longer. There are some benefits to the renter when an owner is renting on their own and handling details - often price but also direct contact info. I also don’t collect full rental price until Marriott has finalized.