Ddaley
TUG Member
Update. I own 3 weeks at Waiohai 2 weeks that can be booked 1-51 and one that can be booked 1-52, this is because fixed weeks can also be used at any other time during the calendar. I normally book consecutive Christmas, New Years at the 13 month mark no issues in over 12 years. This year there is no inventory for week 51 at the 13 month mark when I finally get a representative on the phone at ~ 10:00 am EST. I am told not worry that the rest of the inventory will be available at 12 months.
Today - website down yet again and I have to resort to calling in for reservations. I tell the agent that I need to book 2 Christmas weeks and a New Years week. Fixed week New Years for 12 months has yet to be released but I can book because I am doing consecutive weeks. I initially wanted a Sat and Sun check in for Christmas- available- agent goes to book and Sunday is no longer available. Fine I request that he book 2 Sat Check-ins- done. Then we move to the New Years check in and he tells me it cannot be booked. Turns out he used the week 52 to book 51. he then cancels the reservations and then he books week 52 and then tells me there is no inventory for Sat or Friday check-in for Christmas. I tell him this not possible and to please get a supervisor. Supervisor comes on and tells me that the impossible has happened the week 52 has two reservations attached a week 51 and 52- not supposed to be possible and that they have no alternative but to cancel both reservations but the system is showing no inventory is available for week 51. But they have to give me a week 51- they say it not possible and want me to let it go and use the week to book currently available inventory- which I cannot see because I can't log-in. I tell that this is a situation that they need to resolve because I own the inventory I could not book due to the website being down. Their agent did not pay attention to the fact that he was booking consecutive reservations for fixed weeks and that only a week 52 can book week 52! What a gong show. The supervisor tells me that the agent was tying to book weeks as quickly as possible as he is trained and he did his job well and booked the week as quickly as possible but inadvertently used the week 52 to secure one of the Christmas weeks. Unfortunately an error was made but nothing can be done and I need to accept that inventory is gone.
After over an hour of back and forth requesting escalation to a higher level and being told there is no one above a supervisor, I get them to agree to call the resort and try and work to get me the inventory and that I am legally entitled to! I got a call back 3 hours later telling me that the resort also confirmed that there is no availability and they cannot simply move one of the reservations that is assigned to week 52 which is securing both a week 51 and a week 52 reservation to the other available week 51 that I am holding. I need to choose which week I want my 52 to be assigned (51 or 52). The additional week 51 needs to be used to book an available week in the calendar as there are no longer any week 51 available. No one can explain to me why on the back end they cannot move the week 51 check-in to the week 51, but is supposedly impossible. Similarly it is supposed to be impossible for one week to be assigned two separate reservations in two different weeks.
So at this time I have now spent a month on the phone, chat and website and I still do not have my Christmas/New Years reservations. If this is not resolved I think I have a very good legal case. I went onto Marriott.com and all 3 reservations are there, but in the vacation club site I only have 1 reservation. Anyone have any other suggestions for how I can get this resolved?
Is this potentially issue due to the points reservations being made via bot? Is it really possible that all week 51 are gone? I think that this is still a week that is attached to the week 52 inventory- why can this not be just assigned to the remaining week. Would love it if someone could explain this gong show.
Today - website down yet again and I have to resort to calling in for reservations. I tell the agent that I need to book 2 Christmas weeks and a New Years week. Fixed week New Years for 12 months has yet to be released but I can book because I am doing consecutive weeks. I initially wanted a Sat and Sun check in for Christmas- available- agent goes to book and Sunday is no longer available. Fine I request that he book 2 Sat Check-ins- done. Then we move to the New Years check in and he tells me it cannot be booked. Turns out he used the week 52 to book 51. he then cancels the reservations and then he books week 52 and then tells me there is no inventory for Sat or Friday check-in for Christmas. I tell him this not possible and to please get a supervisor. Supervisor comes on and tells me that the impossible has happened the week 52 has two reservations attached a week 51 and 52- not supposed to be possible and that they have no alternative but to cancel both reservations but the system is showing no inventory is available for week 51. But they have to give me a week 51- they say it not possible and want me to let it go and use the week to book currently available inventory- which I cannot see because I can't log-in. I tell that this is a situation that they need to resolve because I own the inventory I could not book due to the website being down. Their agent did not pay attention to the fact that he was booking consecutive reservations for fixed weeks and that only a week 52 can book week 52! What a gong show. The supervisor tells me that the agent was tying to book weeks as quickly as possible as he is trained and he did his job well and booked the week as quickly as possible but inadvertently used the week 52 to secure one of the Christmas weeks. Unfortunately an error was made but nothing can be done and I need to accept that inventory is gone.
After over an hour of back and forth requesting escalation to a higher level and being told there is no one above a supervisor, I get them to agree to call the resort and try and work to get me the inventory and that I am legally entitled to! I got a call back 3 hours later telling me that the resort also confirmed that there is no availability and they cannot simply move one of the reservations that is assigned to week 52 which is securing both a week 51 and a week 52 reservation to the other available week 51 that I am holding. I need to choose which week I want my 52 to be assigned (51 or 52). The additional week 51 needs to be used to book an available week in the calendar as there are no longer any week 51 available. No one can explain to me why on the back end they cannot move the week 51 check-in to the week 51, but is supposedly impossible. Similarly it is supposed to be impossible for one week to be assigned two separate reservations in two different weeks.
So at this time I have now spent a month on the phone, chat and website and I still do not have my Christmas/New Years reservations. If this is not resolved I think I have a very good legal case. I went onto Marriott.com and all 3 reservations are there, but in the vacation club site I only have 1 reservation. Anyone have any other suggestions for how I can get this resolved?
Is this potentially issue due to the points reservations being made via bot? Is it really possible that all week 51 are gone? I think that this is still a week that is attached to the week 52 inventory- why can this not be just assigned to the remaining week. Would love it if someone could explain this gong show.
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