Starwood Reservation Issue

[grgs]

I don't think I've heard this wrinkle before. I called this morning at 8 mos. out (but not at 6 am--my bad!) to make a StarOptions reservation at Westin Lagunamar for a June 14 check-in. I was intending to use 67,100 Options for 1 week in a studio. When I got through to the agent, I was told that there was no availability for that date for a 7 day check-in. She then said that I could have a reservation check-in for 8 days beginning on the 14th. Well, I didn't have enough Options for that, so I passed. But I thought it was odd, that they couldn't give me the week. Has this happened to anyone else?

Glorian

 

[LisaRex]

Sounds odd to me. I'd call back.

 

[DeniseM]

Call back and ask to talk to a supervisor - I have gotten a lot of rookies when I can owner services. With my last reservation, they asked me if I wanted Ocean Front, which I thought was odd, since I don't OWN ocean front, but I said sure!

 

[grgs]

Yes, you're both right. I should have done that. I did call back again, and they said there was no availability. I was busy kicking myself for not getting up at 6 am, that I didn't think about asking for a supervisor. I'll try again and see if the third time is a charm.

Glorian

 

[Transit]

Maybe the agent was being to literal Sat to Sat is 8 days 7 nights

 

[tomandrobin]

Really....Thats odd what she said about Cancun. I called 9am yestreday (13th) and today (14th) and both times was told there was 2 bedroom L/O availability. On the 13th I called back at noom and the 2 bedrooms were still available.

 

[grgs]

Really....Thats odd what she said about Cancun. I called 9am yestreday (13th) and today (14th) and both times was told there was 2 bedroom L/O availability. On the 13th I called back at noom and the 2 bedrooms were still available.

Well, I called 2 more times--no availability. Guess I should have called earlier!

Glorian

 

[jillandboy]

I called yesterday 9 am to try and get Harborside (they open at 9am, EST- if U R calling at 6am you're in Pacific time, correct?). Anyway, I was told I only have 25,900 options (that's the 1-br we bought in order to bring in our 81k option 2BR lockout, so we should have 106,900 options).

So, I've typed a 4 page letter, bascially airing out everything (this was their third major faux pas in our short history w/ them). I posted it on their email-contact option at mystarcentral (2 emails as the whole thing didn't fit into one space). I have the letter ready to fax and mail to Starwood and Sheraton Broadway Plantation tomorrow, but I did get a voice mail from our sales person today stating this should be corrected in 72 hours.

BUT I've missed at least my first choice for check in, and I gave up booking our resort 12 months in advance. I'm really upset.

The rep actually told me there was no availability prior to telliing me I didn't have enough points. I suppose that means there were zero units to begin with? Maybe 1 unit?

Fess up, Starwood owners, how hard is it to get into the Atlantis? I only want to go once ever decade or so.

 

[mariawolf]

I assume since you are calling 8 months out you are trying to get mid June--it is really busy that time of year--you will have better luck in any other season--I own week 52 and week 1 but when are there in the week my brother owns--I think it is week 47 there are always people there in the hot tub who traded in.

 

[rocky]

and I gave up booking our resort 12 months in advance. I'm really upset.

You should NEVER do this. At 12 months you should always make a reservation at your resort for some period of time that you may be interested in going. Then, at the eight month mark, try for the location you want..... if you get it, dump the first reservation and you are set. If you don't, you are covered.

 

[mesamirage]

You should NEVER do this. At 12 months you should always make a reservation at your resort for some period of time that you may be interested in going. Then, at the eight month mark, try for the location you want..... if you get it, dump the first reservation and you are set. If you don't, you are covered.

I called yesterday 9 am to try and get Harborside (they open at 9am, EST- if U R calling at 6am you're in Pacific time, correct?)..

Well, I called 2 more times--no availability. Guess I should have called earlier!

I was busy kicking myself for not getting up at 6 am, that I didn't think about asking for a supervisor. I'll try again and see if the third time is a charm.

I have gotten a lot of rookies when I can owner services.

Sounds odd to me. I'd call back.

I mean no disrepect for current Starwood owners, but now I remember clearly why I sold my Kierland to pick up another Hyatt... its the reservation system!!

 

[tomandrobin]

I called yesterday 9 am to try and get Harborside (they open at 9am, EST- if U R calling at 6am you're in Pacific time, correct?). Anyway, I was told I only have 25,900 options (that's the 1-br we bought in order to bring in our 81k option 2BR lockout, so we should have 106,900 options).

So, I've typed a 4 page letter, bascially airing out everything (this was their third major faux pas in our short history w/ them). I posted it on their email-contact option at mystarcentral (2 emails as the whole thing didn't fit into one space). I have the letter ready to fax and mail to Starwood and Sheraton Broadway Plantation tomorrow, but I did get a voice mail from our sales person today stating this should be corrected in 72 hours.

BUT I've missed at least my first choice for check in, and I gave up booking our resort 12 months in advance. I'm really upset.

The rep actually told me there was no availability prior to telliing me I didn't have enough points. I suppose that means there were zero units to begin with? Maybe 1 unit?

Fess up, Starwood owners, how hard is it to get into the Atlantis? I only want to go once ever decade or so.

First, we always call a week before we want to make a reservation to verify everything is in order. This applies to both Starwood and DVC.

Second, we called on the 13th at 9 am also. There was no availability. We called back on the 14th and got a 2 bedroom L/O and a 1 bedroom premium.

 

[nodge]

I mean no disrepect for current Starwood owners, but now I remember clearly why I sold my Kierland to pick up another Hyatt... its the reservation system!!

There is no question that SVN's reservation system was designed by the same folks that promote radio station call in promotions. "The first 10 callers 'win' a room at Harborside next June. . .."

Speaking of which, I've been calling all weekend (at 6 am Pacific time) to try to get Harborside for next June. No luck until this morning, when we scored a villa!

Earlier attempts involved the reservations agent initially telling me rooms were available, but then telling me that they were gone a couple of seconds later when the agent attempted to actually book one. Today, the same thing happened, but this time the reservations agent said that she "overrode the system" and booked my room anyway. (She still showed availability at the time she overrode the system, and after getting supervisor approval, she booked the room).

So not only do you have to call right when they open (9 AM Eastern time), but apparently you also have to be lucky enough to get a reservations agent that is willing to work the system for you. I got lucky today, so I'm very happy with SVN.

I’m also pleased to report that I waited less than 5 seconds on hold each time I called, which is a big improvement over my 25 minute wait earlier this year. Also, when I was on hold pending supervisor approval today, my old friend the out-of-date repeating AM EX advertisement was gone! You just get music these days. Bless you SVN!

So while SVN's reservations system is indeed horrible, it also offers an opportunity for us "thorough" (to put it nicely) types who are willing to put in the time and effort to "win" a villa at a world class resort in a world class location.

-nodge

 

[tomandrobin]

Unfortunately or fortunately, depending on your perspective, Starwood has two of the toughest resorts in timesharing to get unit.

I read all of the time of other non-Starwood timeshare owners wanting Harborside and St John. Year after year coming up with nothing. I give Starwood credit for having such high demand resorts. At least Starwood owners get a chance at these resorts, most never do.

 

[jillandboy]

rocky-- thanks for the tip. It never occurred to me that I book at the home resort 12 mos out and then could cancel at the 8 month mark. I will look into that!
tomandrobin--- also good advice, I did call a month ago to verify what day I should call, etc, etc. the mystarcentral website showed everything we own. It never occurred to me that they could mess up the points I MEAN OPTIONS!

tomandrobin & nodge: congrats!!!! hope you have a great time. We were there several years ago (on my girlfriend's Marriott GC, believe it or not!) It was mid January, the weather was 70's, a couple days were too cold to swim, but overall....WOW. We wanted to go back before our son's out of High School, and we have a sports schedule to work around.

 

[tomandrobin]

rocky-- thanks for the tip. It never occurred to me that I book at the home resort 12 mos out and then could cancel at the 8 month mark. I will look into that!
tomandrobin--- also good advice, I did call a month ago to verify what day I should call, etc, etc. the mystarcentral website showed everything we own. It never occurred to me that they could mess up the points I MEAN OPTIONS!

tomandrobin & nodge: congrats!!!! hope you have a great time. We were there several years ago (on my girlfriend's Marriott GC, believe it or not!) It was mid January, the weather was 70's, a couple days were too cold to swim, but overall....WOW. We wanted to go back before our son's out of High School, and we have a sports schedule to work around.

When we called the week before to make sure everything was right with our accounts. We had discovered an error with the staroptions with one of our units. The person at owner services noted the problem and it was corrected by the next morning. I was actually more concerned that the accounts show that we are paid to date on our MF's.

 

[grgs]

I mean no disrepect for current Starwood owners, but now I remember clearly why I sold my Kierland to pick up another Hyatt... its the reservation system!!

No disrespect taken--there are a few things Starwood needs to work on in the reservations area.

Anyway, I did call at 6 am (ok 5:58 am) Pacific time, and did get a studio at Lagunamar booked for a June 15 check-in.

I'm not surprised that it was difficult to get the reservation, since the resort will have just opened with only some of the villas available. I assume owners who bought with 2008 occupancy have been busily making reservations.

BTW, no e-mail confirmation--I'm supposed to get it via snail mail in a few days.

Glorian

 

[tomandrobin]

No disrespect taken--there are a few things Starwood needs to work on in the reservations area.

Anyway, I did call at 6 am (ok 5:58 am) Pacific time, and did get a studio at Lagunamar booked for a June 15 check-in.

I'm not surprised that it was difficult to get the reservation, since the resort will have just opened with only some of the villas available. I assume owners who bought with 2008 occupancy have been busily making reservations.

BTW, no e-mail confirmation--I'm supposed to get it via snail mail in a few days.

Glorian

Congrats on your reservation!

We didn't get our e-mail confirmation either. Which is kind of funny since they ALWAYS verify our e-mail on every phone call. Also, why don't they use the mystarcentral message center for confirmation of reservations?

 

[smsavage]

For what it's worth, on Sunday I booked Broadway Plantation for June and had an email confirmation within the hour. I wonder if it just matters who you speak with when you make the reservation.

 

[Transit]

I mean no disrepect for current Starwood owners, but now I remember clearly why I sold my Kierland to pick up another Hyatt... its the reservation system!!

I like the Hyatt system especialy the Key West resorts.If they had more than the 2 resorts I would like to visit I would consider one.

 

[tomandrobin]

I like the Hyatt system especialy the Key West resorts.If they has more than the 2 resorts I would like to visit I would consider one.

I like what I see from Hyatt. But the locations of thier resorts leave me wanting more.

Colorado - 4
California - 1
Florida (Key West) - 3
Florida (Fort Meyers) - 1
Nevada - 1
Texas - 1
Arizona - 1
Pueto Rico - 1

They need more beach locations. Maybe Myrtle Beach, Hawaii and two more Caribbean. Give me two of these and I would be in.

 

[DavidnRobin]

ahem - this thread is 'Starwood Reservation Issue' - you Hyatt folks need your own board...

 

[jerseygirl]

I like what I see from Hyatt. But the locations of thier resorts leave me wanting more.

Colorado - 4
California - 1
Florida (Key West) - 3
Florida (Fort Meyers) - 1
Nevada - 1
Texas - 1
Arizona - 1
Pueto Rico - 1

They need more beach locations. Maybe Myrtle Beach, Hawaii and two more Caribbean. Give me two of these and I would be in.

Under development:

Hyatt Maui
Hyatt Newport Beach
Hyatt Beaver Creek (agree we don't need any more ski locations, but someone must like them! )
Grand Hyatt Manhattan
The Hyatt Residence Beach Club at Siesta Key
Hyatt Northstar - Lake Tahoe

Rumor:

Kauai


They send a customer service survey after EVERY interaction and one of the questions is, "Where would you like to see new HVC locations?" I keep answering Caribbean and Europe ... Caribbean and Europe ... Caribbean and Europe!


My apologies for saying this on a Starwood thread, but it's a wonderful program ... have you ever seen an angry or disappointed thread about Hyatt on these boards? There's a reason for that.

I'm keeping one or two of my Broadway Plantation weeks (for as long as I can keep trading them to WSJ, Harborside and Maui for maintenance fees of $350 - $650) ... but selling all others and buying more Hyatt points.

Edited to add: Not selling my Harborside --- like Hyatt, that's a "bought to use," at least for the foreseeable future (but I do have a short attention span!).

 

[DavidnRobin]

All the more reason to have your own board - no need to read diatribes about the legality of SVO Mandatory resorts.

 

[jerseygirl]

Now David, you know I've never questioned the legality of mandatory resorts ... just the application of their rules to those who haven't signed the SVN agreement. Was this board re-named the Starwood board and someone forgot to tell us?