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Splitting Lockoff

Bee

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Today, I called Marriott to split my 2 Br. unit at Kauai Beach Club. I already had made a reservation. The customer service rep asked if I needed to change the date, because there is an additional charge for that. I said no, I just want to split the unit. She put's me on hold and does her thing. When she returns to the phone she says I was able to confirm the Master (1 Br.) side but cannot confirm the guest (studio) side for your date. I'll have to change the date, but I won't charge you a fee. I said if you change the date I'll have to charge you a fee. She laughed. I said it's not really funny. I 'm serious. How can not have the studio side of my 2 Br.? She then explained she needed her manager to approve it. I said I'll wait. After holding another couple of minutes she came back and had the studio reservation as I requested.

I have owned this week for 12 years and split it 4 or 5 times. Each time Marriott tells me they may not have the studio portion available. Each time it magically appears when I persist.

What is the point of this dance? :shrug:
 

m61376

Tug Review Crew
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Very strange conversation....are all the units there lock-offs? I can understand the difficulty if there are dedicated 2BR's at the property, since your original reservation might not have been for a lock-off unit. But I thought they were all lock-offs there, in which case any unit should be able to be split even at arrival.
 

charlie100

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I had the same problem at the Maui Ocean Club. They really screwed up my reservation. In fact they have lost the 1 br portion of one of the weeks. They say they need to wait until 60 days prior to see if I can get in to the 1 br meanwhile I can not deposit the guest room and don't have anything for the 1 br.

Is there any way to elevate this to Marriott Management to either fix or be compensated. Any legal remedy? Has any buddy used small claims court for these types of issues?
 

Bee

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In my situation there is never a problem with the 1 Br. side, but it seems like the system requires a manager to approve the studio side, before they will confirm the split for the date I already have reserved.

I always get what I have reserved, but I have to persist. If I did not they would change the date. I have thought that they believe I am going to deposit in II and would like to keep a prime week and give me a lesser week for the studio side.

It just doesn't make sense. I have a 2 Br. week and all 2 Br. units are lockouts, how could they not have the studio side?
 

NWL

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Today, I called Marriott to split my 2 Br. unit at Kauai Beach Club. I already had made a reservation. The customer service rep asked if I needed to change the date, because there is an additional charge for that. I said no, I just want to split the unit. She put's me on hold and does her thing. When she returns to the phone she says I was able to confirm the Master (1 Br.) side but cannot confirm the guest (studio) side for your date. I'll have to change the date, but I won't charge you a fee. I said if you change the date I'll have to charge you a fee. She laughed. I said it's not really funny. I 'm serious. How can not have the studio side of my 2 Br.? She then explained she needed her manager to approve it. I said I'll wait. After holding another couple of minutes she came back and had the studio reservation as I requested.

I have owned this week for 12 years and split it 4 or 5 times. Each time Marriott tells me they may not have the studio portion available. Each time it magically appears when I persist.

What is the point of this dance? :shrug:

I always assumed if you make a change to your reservation more than 24 hours after your initial call, you incur a change fee. Are you saying that just locking off without changing dates for either side does not incur a change fee?

Cheers!
 

m61376

Tug Review Crew
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I always assumed if you make a change to your reservation more than 24 hours after your initial call, you incur a change fee. Are you saying that just locking off without changing dates for either side does not incur a change fee?

Cheers!

It should just incur the normal lock-out fee.
 
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