MVC / Vistana Phone line confusion

[ljmiii]

I was wondering if anyone else who owns both Vistana and MVC has encountered this...and if so what the resolution was.

My new Westin St John deed appeared in my account a few weeks ago and this was the first time I've called MVC since. I called the Chairman's Line (855-MVC-4VIP) and instead of the usual, "We recognize your number" message followed by a "Chairman's Club" greeting I was presented with a prompt that said I had two accounts associated with my phone number, both with my name. I picked one and after a long wait was sent to a random Vistana guy (who was in all fairness able to book my new KBC week once he accessed my MVC account).

Is this the new normal? Is there some other phone number I should call to get MVC and not Vistana? Or some way I can get MVC to recognize me immediately again?

 

[daviator]

I don’t have an answer except that since MVC acquired Vistana, there has been a lot of phone line roulette and the numbers that used to get through to specific types of agents usually don’t work any more.

Next time you call in, why not ask the agent if there is a direct number for MVC (and maybe for Vistana, too) which lets you come in directly and avoid the menu tree? I’d guess they might know the answer (but equally possible that they won’t.)

 

[ljmiii]

UPDATE: This morning I had some time and attention I could devote to this issue. It turns out that getting past the automated dreck takes a bit of time (I have to tell the bot I want to do something I know isn't automated like "Buy Resort Credit"), then after telling me they will connect me the bot instead says that more than one person has an account on my phone number. If I choose the first me it connects me to Vistana. But if I choose the second me, after a short delay it reliably welcomes me to "Marriott's Chairman's Club desk" before putting me on hold.

Thanks for turning a 10 second process into a minute or so one....but I can live with that.

 

[dioxide45]

UPDATE: This morning I had some time and attention I could devote to this issue. It turns out that getting past the automated dreck takes a bit of time (I have to tell the bot I want to do something I know isn't automated like "Buy Resort Credit"), then after telling me they will connect me the bot instead says that more than one person has an account on my phone number. If I choose the first me it connects me to Vistana. But if I choose the second me, after a short delay it reliably welcomes me to "Marriott's Chairman's Club desk" before putting me on hold.

Thanks for turning a 10 second process into a minute or so one....but I can live with that.

You can just type "Agent" in the chat box and it will instantly ask if you want to be transferred to a live agent.

 

[jwalk03]

That bot is completely useless. I'm not sure there is any function it CAN actually do. Have no idea why they even have it.

 

[Eric B]

I was wondering if anyone else who owns both Vistana and MVC has encountered this...and if so what the resolution was.

My new Westin St John deed appeared in my account a few weeks ago and this was the first time I've called MVC since. I called the Chairman's Line (855-MVC-4VIP) and instead of the usual, "We recognize your number" message followed by a "Chairman's Club" greeting I was presented with a prompt that said I had two accounts associated with my phone number, both with my name. I picked one and after a long wait was sent to a random Vistana guy (who was in all fairness able to book my new KBC week once he accessed my MVC account).

Is this the new normal? Is there some other phone number I should call to get MVC and not Vistana? Or some way I can get MVC to recognize me immediately again?

You might try the number for dual-trained folks.

Abound Cross Trained (Multibrand) Agents Phone 800-239-2197

Just spent hours making sure our (wife & I) Vistana and Marriott accounts are all working. Wanted to share the new phone number to reach the cross trained agents more directly. Vistana Multibrand agents (trained in both Marriott and Vistana) phone: 800-239-2197 Now we both have Marriott...

tugbbs.com

 

[dioxide45]

That bot is completely useless. I'm not sure there is any function it CAN actually do. Have no idea why they even have it.

Frustration so you just give up. Kind of like the call center IVR systems. Marriott International (hotel company/Bonvoy) is terrible. Everything to route you away from talking to a human. I wouldn't be calling if I didn't need to talk to a human. All the crap about using the phone to lookup a reservation and such is useless. That is what the website is for.

 

[ljmiii]

You might try the number for dual-trained folks.

Thank you!

 

[ljmiii]

UPDATE: Today I called in and instead of giving me the "two accounts" message and menu it just connected me into the queue. I didn't get a "Chairman's Club Desk" message...but the CSR said that was because from 9-10AM there is only one phone queue.

Next time I have something that requires a call I'll do so after 10AM and get that datapoint.