We own a 2 bdrm lockoff at the Sheraton Vistana. Arrived yesterday and was told that the smaller side of the lockoff wasn't available. Their system didn't show that we had a lockoff unit. It showed that we had 2 separate 1 bdrm units booked for this same week. So we could have 2 separate units but not together.
It's just my husband and I and we sleep separately. We still want to be in the same unit though... using the lockoff with doors between open so we're still together but have our own bed and bath.
A separate unit elsewhere in the building is not going to work. So we called owner services. Here's how a 60 minute conversation went:
Me: explain the problem and ask for the week attached to the smaller lockoff side be credited back to our account,
OS: see that's too bad. Since its past check in we can't do anything.
ME: but we checked in last night and only knew of the error when we got here. It's not possible to have dealt with it prior to check in.
OS: oh... but you should have called and asked for a lockoff when you made the reservation. It's your mistake because you incorrectly booked it.
ME: I booked online. No where does it say that I have to call and confirm that I'm getting a lockoff - which is what I own so would logically assume that's what we'd get. The online system only allows guests to bok each side separately but it clearly shows that I own a lockoff.
OS: oh... that's too bad but since it's past check in time we cant help you.
ME: (bewildered), but how could we have known about this prior to check in?
Repeat the OS side and my side over and over for about 50 minutes. ....
ME: okay... do you understand that I feel ripped off? I paid maintenance fees for a 2bdrm lockoff and now not going to get that... so I'm out bother the money and the room. How could I ever trust another reservation in the future? You are about to lose a good-paying owner. I'll toss this ownership, which I bought for $1, four years ago. We are faithful clients. You're ready to lose us?
OS: Sorry but the rules don't come out in your favor for this. You should go back to the front desk and see what they can so for you.
ME: ....uh....okay. the Hilton is looking better and better but, sure. I'll do that.
Then I called the front desk and guess what they said? Only owner services can reinstate that week. Aaaaaaaaarrrrgggggg!
The resort will contact the Resolution Team for me tomorrow and see what they can do since OS did nothing.
Have you ever hear of this??? Am I the only one who thinks this is nuts?
It's just my husband and I and we sleep separately. We still want to be in the same unit though... using the lockoff with doors between open so we're still together but have our own bed and bath.
A separate unit elsewhere in the building is not going to work. So we called owner services. Here's how a 60 minute conversation went:
Me: explain the problem and ask for the week attached to the smaller lockoff side be credited back to our account,
OS: see that's too bad. Since its past check in we can't do anything.
ME: but we checked in last night and only knew of the error when we got here. It's not possible to have dealt with it prior to check in.
OS: oh... but you should have called and asked for a lockoff when you made the reservation. It's your mistake because you incorrectly booked it.
ME: I booked online. No where does it say that I have to call and confirm that I'm getting a lockoff - which is what I own so would logically assume that's what we'd get. The online system only allows guests to bok each side separately but it clearly shows that I own a lockoff.
OS: oh... that's too bad but since it's past check in time we cant help you.
ME: (bewildered), but how could we have known about this prior to check in?
Repeat the OS side and my side over and over for about 50 minutes. ....
ME: okay... do you understand that I feel ripped off? I paid maintenance fees for a 2bdrm lockoff and now not going to get that... so I'm out bother the money and the room. How could I ever trust another reservation in the future? You are about to lose a good-paying owner. I'll toss this ownership, which I bought for $1, four years ago. We are faithful clients. You're ready to lose us?
OS: Sorry but the rules don't come out in your favor for this. You should go back to the front desk and see what they can so for you.
ME: ....uh....okay. the Hilton is looking better and better but, sure. I'll do that.
Then I called the front desk and guess what they said? Only owner services can reinstate that week. Aaaaaaaaarrrrgggggg!
The resort will contact the Resolution Team for me tomorrow and see what they can do since OS did nothing.
Have you ever hear of this??? Am I the only one who thinks this is nuts?