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Owner Services say 'sorry but we can't do anything for you'

booklvr

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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?
 

tschwa2

TUG Review Crew: Veteran
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The system probably only let you book two sides separately because that was all that was available when you booked. If there had been a 2 bedroom lockoff unit available that would have shown up and that is what you needed to book. I own lock offs and unless I book it as a single unit I would expect 2 separate units. I could call as soon as I booked and see if they could put them together but without the confirmation for a single unit all that can be done is try to get them close or together without a guarantee.

You would have the same problem with Hilton. If you booked your lock off as two separate units because no 2br lockoff showed in availability, I wouldn't automatically expect that I would be given a single lock off unit.
 

booklvr

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Tschwa2, does it say that somewhere on the website booking system? From what I see it only gives the 2 separate units to book but there isn't anyplace that asks if I want a lockoff or not.
 

dioxide45

TUG Review Crew: Expert
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Marriott Grande Vista
Marriott Harbour Lake
Sheraton Vistana Villages
Club Wyndham CWA
What exactly did you book and when did you book it? Did you book two separate units in your home resort priority, 12-8 months in advance? Or did you use StarOptions and book inside the 8 month window? If you did use StarOptions, how many did you use for each unit?

Had you booked a 2BR unit, you would have been put in a 2BR unit. It seems you locked off and booked each side separately? Any time you do that, there is no guaranty you will get the resort to put the units back together. If you want them to try, you have to do that via a villa request and request the units together, usually a few weeks in advance of checkin.
 

tschwa2

TUG Review Crew: Veteran
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When I go to the dashboard reservations, it will show all available units and let you know what type they are.

I don't own at SVR but my home resort reservations look similar. If you want to limit it so you can only see 2 br you can select that drop down. Take a look at exactly 12 months from now and see what you see. Below is 12 months for me at SVR but the window isn't open because I don't own there.






SHERATON VISTANA RESORT
ORLANDO, FLORIDA


Check-in: Fri, April 20, 2018

Check-out: Fri, April 27, 2018, 7 nights stay

Villa Type: 2 Bedroom Lockoff Villa

Max. Occupancy 8


RESERVATION WINDOW: OPEN 08/20/17
REQUIRED STAROPTIONS: 95,700


5x5-clear.png

SHERATON VISTANA RESORT
ORLANDO, FLORIDA
Check-in: Fri, April 20, 2018

Check-out: Fri, April 27, 2018, 7 nights stay

Villa Type: 2 Bedroom Villa

Max. Occupancy 8


RESERVATION WINDOW: OPEN 08/20/17
REQUIRED STAROPTIONS: 81,000

RESERVATION DETAILS
5x5-clear.png

SHERATON VISTANA RESORT
ORLANDO, FLORIDA
Check-in: Fri, April 20, 2018

Check-out: Fri, April 27, 2018, 7 nights stay

Villa Type: 2 Bedroom Villa

Max. Occupancy 6

Low Availability

RESERVATION WINDOW: OPEN 08/20/17
REQUIRED STAROPTIONS: 81,000


5x5-clear.png

SHERATON VISTANA RESORT
ORLANDO, FLORIDA
Check-in: Fri, April 20, 2018

Check-out: Fri, April 27, 2018, 7 nights stay

Villa Type: 1 Bedroom Premium Villa

Max. Occupancy 4


RESERVATION WINDOW: OPEN 08/20/17
REQUIRED STAROPTIONS: 51,700

SHERATON VISTANA RESORT
ORLANDO, FLORIDA
Check-in: Fri, April 20, 2018

Check-out: Fri, April 27, 2018, 7 nights stay

Villa Type: 1 Bedroom Premium Villa

Max. Occupancy 4


RESERVATION WINDOW: OPEN 08/20/17
REQUIRED STAROPTIONS: 51,700

RESERVATION DETAILS
5x5-clear.png

SHERATON VISTANA RESORT
ORLANDO, FLORIDA
Check-in: Fri, April 20, 2018

Check-out: Fri, April 27, 2018, 7 nights stay

Villa Type: 1 Bedroom Villa

Max. Occupancy 4


RESERVATION WINDOW: OPEN 08/20/17
REQUIRED STAROPTIONS: 44,000
 

Markus

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Ontario, Canada
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WLR, WKV, WDW
Your best bet is with the front desk. They control the inventory at check in and are the only ones that can find a lock off for you at this stage. They should be sympathetic to your cause if you explain the situation to them. No one would like to see a couple split up for their vacation, its an innocent mistake. You should also let them know that you are prepared to move anytime this week.

Its a stretch, but maybe you could ask them to check availability at the other Vistana property, perhaps something could be done.

Markus
 

DeniseM

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WKORV, WKV, 2-SDO, 4-Kauai Beach Villas, Island Park Village (Yellowstone), Hyatt High Sierra, Dolphin's Cove (Anaheim)
booklvr - unfortunately you are mistaken about how this works. If you book two separate units, on separate confirmations, you will be given 2 separate units. It sounds like the resort provided the reservations that you made - two one-bedroom units.

To get a 2 bedroom lock-off - you must book a 2 bedroom lock-off on one confirmation.
 

booklvr

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We own a deeded week rather than points.

Thanks for the info everyone. I went back to the booking page and now I see where I should have clicked a 2 bdrm. In the past we've used the lockoff as 2 weeks, one after the other so the booking process was to book each side. This is the first time we were trying to use the 2 sides together and apparently I misunderstood how to do that. I was thrown because the options just say 2 bdrm and not 2 bdrm lockoff.

This is all I needed for OS to tell me. The guy on the phone couldn't explain where the error in booking happened because he didn't know the system. He offered to have an IT person call me.

Anyway, the whole thing was confusing. I appreciate the info from you all. I knew that if I posted on tug I would get useful info. Better than OS, for sure!
 
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