There must be a big problem with Vistana and the turnover of customer service people. Bad information abounds.

[Sugarcubesea]

Pun intended (Abounds).

I talked to Caleb today, and he argued with me for ten minutes on the ability for me to book my weeks at Sheraton Broadway Resort for my deeded week 27 and 28. These are not fixed weeks, they are floating, but for years, way before there was a Vistana, the usage was set up to allow booking our deeded week number up to two years in advance. Caleb wouldn't ask anyone, just argued. He blocked me from giving my opinion of his service at the end of the call, somehow hanging up without getting to the survey.

I struggled to find the page while keeping him on the phone. This is the governing document wording:


View attachment 112198
It's important for week 27 owners to be able to book ahead of time. There is too much competition for weeks at 12 months out, since floating weeks 9-43 and week 47 deeds can book all at once. It gives me an edge over other owners. We only own a few of the week 27's.

@rickandcindy23, I had the same issue at SDO, I own a floating week and trying to book in for this year and the CSR is telling me that I cant as the week 10 has passed, these folks have no clue what is going on and meanwhile I can not use a week I own

 

[rickandcindy23]

@rickandcindy23, I had the same issue at SDO, I own a floating week and trying to book in for this year and the CSR is telling me that I cant as the week 10 has passed, these folks have no clue what is going on and meanwhile I can not use a week I own

Wow, that is really a lack of understanding on Marriott's part.

 

[dioxide45]

This phenomenon isn't just a Vistana thing. I've found that call center customer service in general is very poor. First you have to fight to get past the voice recognition system that is trying to get you to do things you can do online anyway. If I am calling it is because I need to talk to a human and it isn't something I can do online. I suspect they make these things frustrating on purpose because only someone with great resolve who really needs an answer will put up with it to get to a human.

Then when you talk to a human they are measured on how many calls they can answer an hour. So their goal is to get rid of you quickly. They can do that by fixing the problem, or if they don't know, they make something up to appease you and get rid of you. So many wrong answers that are simply made up by the rep so they can move on to their next caller. This is common across all industries.

 

[geist1223]

Then add in the Language/Accent problems with many Call Centers now in Asia.

 

[YYJMSP]

Hi Cindy,
Just trying to understand this. If you have a deed that says , for example, week 10 (float 9-20), you can book week 10 @ 24 months out. At 12 months out, all those with weeks 9-20 can book the week 10.

The same process applies to someone who own the same float but is deeded to week 9. They can book week 9 @ 24 months.

Some other properties work the same/similar for fixed-float ownership weeks

Our SVR units are all fixed-float (not fixed only, not float only), auto book at 24mos out, but we have to confirm by 10mos out or it cancels and becomes float. In theory other owners can float into our unit week 12-10mos out once we let it go. Then it's open to everyone at 8mos out.

I'm sure there's others with even weirder rules...

 

[rickandcindy23]

I was using my usual phone number to call II up until recently. It would go through these questions to see who I am and when it got to zip code, it would say that it didn't recognize the number and would hang up on me afer I put the same zip code in again, the one that has been on our account since 1982. Stupid voice system. Frustrating. So I call the number on the bottom of every confirmation goes directly to a human. Glad to find a number that works to talk to an actual person.