New Member Site “can’t find your account”.

[Sapper]

Just tried to log in to the new site, and it says it cannot find my account. Has this happened to anyone else?

 

[travelguy84]

Yes. Same for me.

 

[Sapper]

I tried to create a new account and it failed because I already have an account.

 

[sunski]

Same. Tried to reset my password in case that was the issue and that got a 404

 

[Mongoose]

I have a legacy HRC account and it worked using my prior credentials. The site itself feels cartoonish. I was expecting sponge bob to pop out from behind one of the vinyl pool toy looking seashells.

 

[GTLINZ]

i am able to log in.

It will take some getting used to and i have not yet found the issues i believe i will run into when trying to actually do something. Marriott IT is famous for building buggy sites - i sure run into issues with Bonvoy for example.

It does appear now that you have to search by resort - unless i missed a global search.

 

[Sapper]

Also legacy HRC, however, still getting the “sorry we can’t find your account” page. I was on hold with owner services for 30 minutes before they picked up. We went through the validation process, then she acted surprised there is a problem, said she would have to check with IT to see if there is anything they can do. Another hold, five minutes. They asked me to reset my password. Fine. I went through that process and received “error 99 - contact the HRC help desk”. Another five minute hold. She changed my password, then it worked. Multiple parts of the site say error loading. The rep said that she will make note of the errors. The rep seems confused finding things on her side, which leads me to believe they have received little to no training on the new system. In fact, based on the errors I’m seeing, I doubt the engineers who built it did much QC testing before releasing the software.

It seems they have renamed the old HRC and Welk groups. HRC = Heritage, Welk = Platinum (another marketing failure sure to cause confusion). If you are part of the HPP, I think you are still “Portfolio”, but not 100% sure.

 

[Sapper]

i am able to log in.

It will take some getting used to and i have not yet found the issues i believe i will run into when trying to actually do something. Marriott IT is famous for building buggy sites - i sure run into issues with Bonvoy for example.

It does appear now that you have to search by resort - unless i missed a global search.

I’m going through the site now. It feels like they have kept the same back end system, but built a crappier more buggy user interface. There is no improvement here, just a different shade of lipstick on the pig.

 

[Quinte]

My user name did not work to log in, but I used my email and the same password and that worked.

I think a word other than "Heritage" would be better, but it likely a memory device as those are the ones with the old HRC (or even HVC, as it was when we first bought) deeded weeks.

 

[GTLINZ]

I’m going through the site now. It feels like they have kept the same back end system, but built a crappier more buggy user interface. There is no improvement here, just a different shade of lipstick on the pig.

LOL.

The search did feel familiar except you had to search from a resort instead of choosing a resort (or choosing multiple). So i suspect you are correct.

I found it really odd to display your total number of points including EEE and Hyatt. Pressing the detail made more sense. The total does not make sense as the buckets are not remotely alike.

And I did notice we now see "Coconut Cove" instead of "Coconut Plantation".

 

[Sapper]

LOL.

The search did feel familiar except you had to search from a resort instead of choosing a resort (or choosing multiple). So i suspect you are correct.

I found it really odd to display your total number of points including EEE and Hyatt. Pressing the detail made more sense. The total does not make sense as the buckets are not remotely alike.

And I did notice we now see "Coconut Cove" instead of "Coconut Plantation".

The combined points bucket initially threw me (as in wow they messed up how many points I have in a good way?). Then I hit the drop down and realized what they did. Not a fan. It just adds to the confusion.

 

[rtp-resident]

Tried to log in as well. Total fail. Got the “sorry, we can’t find your account” page. Tried to change password - fail...

Not going to waste my time calling until they spend some time 'tweaking' it.

 

[WalnutBaron]

And, of course, this change was made with no advance notification to the owners (who, after all, pay the bills--but that's a secondary concern). Thanks, Marriott.

 

[dsmrp]

And, of course, this change was made with no advance notification to the owners (who, after all, pay the bills--but that's a secondary concern). Thanks, Marriott.

Yup, I got a JIT, same day email notice of change. Fortunately I could log in with my old credentials. I think the UI is clunkier with more fluff. When I finally found the link to make reservations it took me to the same entry form page, so they didn't completely reinvent the wheel. I didn't stay on site for very long.

 

[ScoopKona]

Tried to log in as well. Total fail. Got the “sorry, we can’t find your account” page. Tried to change password - fail...

Not going to waste my time calling until they spend some time 'tweaking' it.

I've been trying to get them to recognize my new email address for years -- literally YEARS. They finally changed from my old email, which I haven't had access to. So when I got that message, I tried my actual email address and voila.

 

[GTLINZ]

The combined points bucket initially threw me (as in wow they messed up how many points I have in a good way?). Then I hit the drop down and realized what they did. Not a fan. It just adds to the confusion.

I said and thought it is odd - but confusing is really more accurate. And the confusion continues.

When you drill down on points on the main page you get no real information. But you still can go to account at the top - which has 2 choices if you hover - account information and points overview. You would think I could see the buckets my points are in under "points overview" - but again you get no details. Under "account information" you can still drill down on your contract by clicking "expand" and see the buckets. Another thing that works the same as before but with a different presentation.

One small improvement I see is it is more intuitive to find the log out !

 

[ivywag]

Help! I have found everything except how to book an HRPP reservation. I even watched the video, but can’t find it.

 

[GTLINZ]

I've been trying to get them to recognize my new email address for years -- literally YEARS. They finally changed from my old email, which I haven't had access to. So when I got that message, I tried my actual email address and voila.

The blind squirrel (IT) finds a nut ...

 

[ScoopKona]

Help! I have found everything except how to book an HRPP reservation. I even watched the video, but can’t find it.

Just call 1-800-Go-Hyatt. They've always been better than the website. I only use the website for simple things.

 

[GTLINZ]

I did try the "check availabilty" button on the intro page once logged in and it does allow you to search on multiple resorts. As said before, it looks like the old search once you get into it.

 

[Denise L]

Hello,

I am late to the new website party. I don't like my Hyatt ownership, so try to avoid it as much as possible, but I know I have points that I need to use, so thought I would log in. Surprised to find the weird new login site and my old credentials do not work. Is my only option to call Owner Services? Obviously they are closed now, but it is disappointing that they couldn't migrate the login information correctly (for my account and others, it seems).

 

[ScoopKona]

I don't like my Hyatt ownership

What don't you like? Is this something which can be fixed?

 

[Denise L]

What don't you like? Is this something which can be fixed?

I loved it until Portfolio came along and all the Hyatt Incline summer partial weeks dried up. We used to go there every year, either in February or in July. Since I could not longer get any nights to match at Incline after being on the waitlist at the 18 month mark, I started booking Carmel for two nights here and there, and letting my friends or sister use the nights. Hyatt nickel and dimes with booking fees and cancellation fees, and the maintainance fees for my Silver week 1400 points are very high. It is difficult to do much with such a small amount of points. My own fault for buying a Silver week (it was affordable for $9000 at the time, with $800 MFs) that is now worth nothing. I will have to call Hyatt tomorrow so that I can log in and try to book another two 2 night-stays at Carmel. I always have 120 or more leftover points each year that I can't do anything with, which is also frustrating.

 

[ScoopKona]

1) Hyatt nickel and dimes with booking fees and cancellation fees, and the maintainance fees for my Silver week 1400 points are very high.
2) It is difficult to do much with such a small amount of points.
3) I always have 120 or more leftover points each year that I can't do anything with, which is also frustrating.

[Numbers added and cuts made to quote for clarity.]

1) Don't cancel. The system was set up to punish procrastinators and people who cancel. The reason the system works so well is that there isn't the constant "I'll book this and cancel if something better comes along" mentality.

2) I started with a Bronze week which was upgraded to Gold about six years ago. 1300 points. That's either 1, 2 or three weeks every year in Interval. (Or even more in low season. But that isn't likely.) That's WHY I bought it. On a maintenance fee of $800, that potentially 21 days of vacation time, at a cost of $38/night.

3) Make sure you have four months until your week and drop them into Interval. Now they're good for an extra year.

 

[GTLINZ]

@Denise L Hyatt is work to use - but it is very flexible also. You can do a lot with 1400 points between Interval and midweek stays. Carmel is very expensive - a good use of points.

I agree with Scoop - if you can find somewhere you like in Interval you can put some your points into EEE and extend their life. You can also spend approx 90 extra dollars on an interval EPlus and can change the reservation up to three times. Its over $300 for the II fees but worth it to us and the EPlus gives options.

I try to be sure about Hyatt reservations so i don't have to cancel because of that fee and another booking fee. And I do usually move 870 points into EEE because we have a few places we love to go using II and are flexible on when - and that covers a 1br or 2 studios. The points do have to go into EEE 4 or more months before the home week - but the EEE points live 2 YEARS PAST THE HOME DATE.

Sounds like you are in or near Cali. One of my favorite II trades is San Luis Bay Inn. Nothing fancy, but a studio is large with a full kitchen. Avila is a hidden gem with a huge south facing bay and lots of boats and amazing scenery. Lots of bike paths so i usually buy a bike and give it to charity before we leave.