shellbelle
TUG Member
- Joined
- Nov 18, 2005
- Messages
- 135
- Reaction score
- 19
- Points
- 378
- Location
- Utah
- Resorts Owned
-
Current: Montage Kapalua Bay, DVC: Beach Club Villas & Aulani, MVCI: Newport Coast Villas & Points
Past: DVC: Old Key West & Saratoga Springs, Westin: KaAnapali Ocean Resort Villas & WKORV North, MVCI: Mountainside & Summit Watch
I posted an abbreviated version of this under the "How happy are you with your Marriott ownership?" thread above, but I'm wondering if others have had similar experiences.
We own six weeks and many thousands of points with MVCI. I've had thousands of reservations and interactions with Owner Services that have mostly been pleasant and professional. Up until today, I was very happy with my ownership. (I have found the phone lines' currently-reduced hours problematic, and incessant issues with the website somewhat challenging, but not unmanageable.)
On Oct. 24th I made a reservation online for a multi-night stay with check-in on Oct. 25th. When it came time to check in the front desk informed me that the reservation was for November 9th. I was shocked and immediately produced the standard "summary confirmation" email titled "Marriott Vacation Club Destinations Confirmation Receipt - Reservation" that I receive with every reservation. This was easy because I had just made it the day before and it was still in my inbox. The manager on duty informed me that it was no good because their system showed a November 9th check in for that confirmation number. I logged into my MVCI account and found under existing reservations that the confirmation number in question did, in fact, show a November 9th check-in, but the email I had received from them showed the dates that I requested. When I made the reservation the "summary confirmation" screen on the computer also showed the correct dates, but of course, I have no proof of that.
My first question was (and still is) how on earth an automated system could change a check-in date like that. But my more urgent question was what to do about that night. It was very challenging to resolve because owner services' phone lines were closed, and due to time zone differences, it was the 25th at the property but already they 26th wherever the online system is hosted, so I couldn't just book another room for that night on points online and try to sort out the problem in the morning. Fortunately, the property did have a room available but only at the full cash rate, so pretty expensive. Also, fortunately, because I happened to have enough points left I was able to rebook the remaining nights of the reservation on points.
The next day I called owner services as soon as they opened. They were incredibly hostile and completely unhelpful. After an "investigation," today they essentially accused me of altering the original email to make them look bad. When I pointed out that they should be able to compare their own copy of a receipt that THEY sent with my version they said "we can't look at an email we sent from that address." They had no explanation for how a reservation could change like that; I don't think they even explored the issue because they seem to believe it didn't really happen--that I just doctored the email dates on the confirmation.
It's frustrating because there is nothing to suggest that this can't happen again, so even keeping my receipts and emails from them is useless because they will just assume that I have altered them. I hate being out $500 (cash rate for the room for one night), I hate that I have no way to prevent it from happening again, but worst of all is the insult to my integrity. I'm just livid.
We own six weeks and many thousands of points with MVCI. I've had thousands of reservations and interactions with Owner Services that have mostly been pleasant and professional. Up until today, I was very happy with my ownership. (I have found the phone lines' currently-reduced hours problematic, and incessant issues with the website somewhat challenging, but not unmanageable.)
On Oct. 24th I made a reservation online for a multi-night stay with check-in on Oct. 25th. When it came time to check in the front desk informed me that the reservation was for November 9th. I was shocked and immediately produced the standard "summary confirmation" email titled "Marriott Vacation Club Destinations Confirmation Receipt - Reservation" that I receive with every reservation. This was easy because I had just made it the day before and it was still in my inbox. The manager on duty informed me that it was no good because their system showed a November 9th check in for that confirmation number. I logged into my MVCI account and found under existing reservations that the confirmation number in question did, in fact, show a November 9th check-in, but the email I had received from them showed the dates that I requested. When I made the reservation the "summary confirmation" screen on the computer also showed the correct dates, but of course, I have no proof of that.
My first question was (and still is) how on earth an automated system could change a check-in date like that. But my more urgent question was what to do about that night. It was very challenging to resolve because owner services' phone lines were closed, and due to time zone differences, it was the 25th at the property but already they 26th wherever the online system is hosted, so I couldn't just book another room for that night on points online and try to sort out the problem in the morning. Fortunately, the property did have a room available but only at the full cash rate, so pretty expensive. Also, fortunately, because I happened to have enough points left I was able to rebook the remaining nights of the reservation on points.
The next day I called owner services as soon as they opened. They were incredibly hostile and completely unhelpful. After an "investigation," today they essentially accused me of altering the original email to make them look bad. When I pointed out that they should be able to compare their own copy of a receipt that THEY sent with my version they said "we can't look at an email we sent from that address." They had no explanation for how a reservation could change like that; I don't think they even explored the issue because they seem to believe it didn't really happen--that I just doctored the email dates on the confirmation.
It's frustrating because there is nothing to suggest that this can't happen again, so even keeping my receipts and emails from them is useless because they will just assume that I have altered them. I hate being out $500 (cash rate for the room for one night), I hate that I have no way to prevent it from happening again, but worst of all is the insult to my integrity. I'm just livid.