New Reservation system for Starwood??

[mesamirage]

As an owner of a Starwood resort (Kierland) and a Hyatt resort (Lake Tahoe) its impossible to miss the difference in the reservation systems in which Hyatt is leaps and bounds ahead of Starwood! I think this is one of the TOP issues with SVO ownership that needs to be addressed. Being able to see and book (24x7x365) from all the avail inventory is something that adds tremendous value and a great customer experience to timeshare ownership.

Hyatt has nailed a great reservation system with its web based system!! My latest example was LATE last Sat night, still looking for a good spring break vacation get away with the kids (last min change of heart to stay away from the rainy Northwest where we did have plans) I logged into Hyatts web based reservation system for Hyatt Vacation Club owners... I was able to see online that a 4 day midweek stay opened up at Highlands Inn in Carmel, I was able to immediately book online (ok after permission from my wife ) and we were off the next day to Carmel.

My point isn't that I could book a last min reservation, because I don't think given Starwoods locations, that many of us would be able to pull off a last min SVO reservation, but it sure would be nice for Starwood to move into the 21st century with its reservation system!! There is no way that given todays technology that I should have to get up at 5am, 365 days before my desired check in date, to hope I can land a reservation. Even more so given what people are paying for SVO weeks from the developer!

Anyone heard of plans for SVO to catch up to the modern ERA? or does the savvy TUG SVO owner prefer the current difficult res system so that they have a leg up on other owners if they put out the extra effort to book?

Steve

 

[pharmgirl]

Marriott also has good online web reservation system. But the real difference between marriott and Starwood is the guarantee of view purchased. When making reservations later than 8 months out, Starwood doesn't guarantee view purchased but marriott does

 

[LisaRex]

I absolutely agree. The Starwood system seems very archaic. They offer 360 degree tours on their website; certainly they have the technology to offer a reservation system.

Not only would it be convenient to access 24/7 but it would also make it a lot easier to book flights when you can cross reference a database for availability.

 

[mesamirage]

I absolutely agree. The Starwood system seems very archaic. They offer 360 degree tours on their website; certainly they have the technology to offer a reservation system.

Not only would it be convenient to access 24/7 but it would also make it a lot easier to book flights when you can cross reference a database for availability.

I just think it would add that much more value to an already great ownership experience. Maybe we could start some sorta of online petition and send it to Starwood. Of course coming from TUG Starwood owners who are likely 80-90% resale owners might not get us any attention.

 

[pointsjunkie]

resort purchaser

i have bought all my svo through them and i would gladly write a letter to starwood but i need the exact info that you want them to have. i do not have the exact coputer terminology so please help me.

 

[skim118]

Frankly I do not see any problem with the results of the current SVO reservation system. We booked our Maui unit during the busy July 4th weekend for the past 4 years and we have had no issues making the reservations.

The last thing we want is the Marriott online/phone sytem along with it's 13 month/12 month issues and the units disappearing 10 min after the lines open.

SVO reservations may not be online, but at least I have not heard of any SVO owner that has not been able to reserve their home resort 12 months out. Our friends who owned in Maui Marriott have switched to Starwood(resale) strictly for that simple reason.

 

[DavidnRobin]

The SVO system has many issues, on many diferent levels. I have written about some of these. I spoke to them recently and they CLAIM to be having a major rehaul of their computer system. They have computer databases and software that do not 'talk' to one another.

There system is completely archaic - I am not in the database/computer profession, but certainly aware enough that they are costing themselves money - and therefore costing us money - because of their processes.

 

[mesamirage]

Frankly I do not see any problem with the results of the current SVO reservation system. We booked our Maui unit during the busy July 4th weekend for the past 4 years and we have had no issues making the reservations.

The last thing we want is the Marriott online/phone sytem along with it's 13 month/12 month issues and the units disappearing 10 min after the lines open.

SVO reservations may not be online, but at least I have not heard of any SVO owner that has not been able to reserve their home resort 12 months out. Our friends who owned in Maui Marriott have switched to Starwood(resale) strictly for that simple reason.

I'm not familiar with Marriotts system so I can't respond to the issues you mentioned, but I don't think adding an online booking option means it has to come with Marriotts problems. I was actually comparing to Hyatts online system which from my personal experience has given us no problems and has made booking and searching for availability much easier than with a call in only system.

I think we can all agree that SVO's reservation system can use some modernization given todays technology. Even the Hotel side of Starwood is online, not sure why the delays in getting the timeshare ownership side up and online.

Steve

 

[formerhater]

I don't think adding an online booking option means it has to come with Marriotts problems.

I think we can all agree that SVO's reservation system can use some modernization given todays technology.
Steve

Agree on both points. The current system is archaic by today's standards. Any faults of other systems are irrelevant as far as I am concerned. The technology exists for SVO to have an online reservation system and going that route does not have to come with any "baggage."

 

[dcdowden]

I was also quite surprised that Starwood doesn't seem to have any on-line capability to even check availability or view your own existing reservations. Their web site is a beautiful marketing tool for selling timeshares, but does not seem well suited to serve owners. I paid our maintenance fees on-line this year and even that shows up screwy on the mystarcentral web site although I guess I should just be happy that it does show no balance due. I have received different emails from Suzanne Clark at Starwood who I believe has some sort of title related to Owner Services VP, etc. She previously had a similar position at Fairfield (now Wyndham) and had been quite approachable by the people on the Fairfield Yahoo Group (over 3000 owners). I know she even arranged to meet with some of them on different occasions and was responsive to their questions.
Fairfield has an on-line reservation system that has some issues, but I find it very convenient to at least check availability. I have to believe that it would save Starwood money to shift some of these routine questions from owner services staff to on-line.
Doug

 

[Ken555]

There system is completely archaic - I am not in the database/computer profession, but certainly aware enough that they are costing themselves money - and therefore costing us money - because of their processes.

Well, I am and I can state without question that you are 100% accurate. It is absolutely unbelievable that Starwood has not modernized the owner's site to permit us real time access to our reservations, availability, bill payment and more.

I suspect that if they don't have a new initiative in progress now to remedy this, then the owners will need to make themselves heard that it is considered a competitive requirement and not an option. Starwood must modernize.

 

[DeniseM]

bill payment and more.

For what it's worth, you can pay your bill online at www.mystarcentral.com

 

[mesamirage]

Response from Starwood

Here is a reply I got from Starwood when I emailed them asking if an online reservation system was in future plans.
******************************************

Thank you for contacting Westin Vacation Ownership.

We are working to have online reservations in a future website upgrade. Unfortunately at this time, we do not have a timeline as when that will be up and running. In the mean while, you can use Live Chat to check availability and confirmation letters.

We hope this information was helpful. Westin Vacation Ownership looks forward to assisting you in the near future. Should you need further assistance, please contact Owner Services at 800.847.8262 in the U.S., Canada and Puerto Rico, 0.800.89.5065 in the United Kingdom, 001.800.847.8262 from Mexico and 407.903.4640 for all other areas. Owner Services is available Monday through Friday, 9 a.m. to 9 p.m. and Saturday through Sunday, 9 a.m. to 6 p.m. Eastern time.
Kevin Johnston
E-Communications Specialist
SVO Management Inc.
Fax: 407-903-4641
Website: www.mystarcentral.com

 

[MON2REY]

We called and booked our reservation at WKORV-N last Thursday. I did get a reservation number but I expected to receive a confirmation via email within 48 hours. When that didn't happen I called and asked why I didn't receive one. They said that because the resort was new and hadn't opened they were not set up to email confirmations yet (I would have thought that the confirmation would come from where I placed the reservation which obviously was not the WKORV-N). They said they could fax me a confirmation and that it would be sent within a few minutes after I hung up the phone. 18 hours later I still had not received the fax so I called again. This time they said they probably had trouble with the fax but they could mail the confirm and I should expect it in 7 to 10 days. We'll see.
I see in the last post that we should be able to get confirm info on the "Chat Line". I went to mystarcentra.com but could not find Chat Line anywhere. Am I looking in the wrong place? I agree with all of you that something has to change with the entire reservation system.

 

[Fletcher921]

I see in the last post that we should be able to get confirm info on the "Chat Line". I went to mystarcentra.com but could not find Chat Line anywhere. Am I looking in the wrong place? I agree with all of you that something has to change with the entire reservation system.

Try this link - once you get signed in and click on "your information" you will see the link to the "Need assistance? Click here for live help" box on the right side of the screen.

https://www.mystarcentral.com/accountinfo/index.jsp

 

[Ken555]

We called and booked our reservation at WKORV-N last Thursday. I did get a reservation number but I expected to receive a confirmation via email within 48 hours.

I received a scan copy of my confirmation via email within 15 minutes of the reservation for WKORV-N. I can't think of any reasonable cauuse for them to delay yours. Call again!

 

[arlene22]

I agree that they need to upgrade their systems. I call a lot (trying to get a high demand week) and more than half the time the person says, " I'm so sorry this is taking so long-- my computer is frozen". Once I called and asked them to email me confirmation letter. A few days later I called to tell them I never got it and the person said, "Oh, that hasn't worked in 2 weeks. I'll mail you one." I'm a big fan of Starwood, but I think they need new computers!