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Trouble calling Marriott

T

tlwmkw

newbie
Joined
Jun 4, 2007
Messages
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Location
Charlottesville, VA
Has anyone else tried to call owner services recently? On hold forever with a change that cannot be done on the MVCi website. We have tried to call numerous times just to be on hold for up to an hour. We have tried the option for them to call back when vacation advisor available but that doesn’t work either.
What is going on?
tlwmkw
 
I was planning to call tomorrow. Guess I'll be prepared for a long wait. Hope they resolve their issues soon.
 
Can you take care of what you need via Chat on the website?
 
Called owner services to reserve MOC at 13 months, two weeks yesterday. Called at 9:00 am EST sharp. Was on hold less than 30 seconds. Other tug threads have recommended calling at 9:00 am EST to minimize the wait hold. I have used that practice for the last several years and it has worked well for me.

Good luck.

Thunder Up
 
They cut 3300 employees in mid- November. That’s why.
 
I called yesterday, and was on hold for 50 minutes before someone picked up. I have never had to wait so long before, so, yeah, suspect the layoffs are starting to affect service. Multi-tasked while on speaker phone waiting for my turn.
 
davidvel said:
MVC owner services? Doubt that.
Click to expand...
The press release doesn’t say in which departments. But the last 2 calls I’ve had to MVCI, the reps have complained that things are taking longer there due to the staffing cuts
 
In my experience the line is always extra busy at the end of the year- lots of people realizing points are expiring, etc and calling for help.
I‘ve found that they will take care of some things on chat or email that they usually don’t during extra busy times.
 
needvaca said:
The press release doesn’t say in which departments. But the last 2 calls I’ve had to MVCI, the reps have complained that things are taking longer there due to the staffing cuts
Click to expand...
I was very surprised to learn that as many as 3,300 could lose their jobs.
I didn’t realise, until I checked, that MVW actually had over 20,000 employees, so nearly 17% being laid off
www.foxbusiness.com

Coronavirus pandemic prompts Marriott Vacations to cut 3,300 employees

In its latest bid to weather the pandemic, the company hopes the cuts will help "re-balance its workforce to better align with the evolving needs of the business," the filing said.
www.foxbusiness.com www.foxbusiness.com
As you say though, it is unclear what number or percentage of these may be in MVC Owner Services?
 
Well we finally got through. Both of us dialed in on cell phones and also hit the option for them to call us “as soon as a rep is available”. Funnily enough the phone that we dialed in LAST was answered first so when they say they are answered in order of who dialed in first it is clearly untrue.
We tried to use the web site but you cannot do what we wanted to do on the site (cancel a reservation). The chat also was useless- it is a computer that keeps saying “I don’t understand what you want” and then disconnected because there were no customer service reps available. At the end of the chat it asked how helpful it had been in a small survey!!! As you can imagine we have the LOWEST rating.
The rep who we finally got was very nice and took care of it. She did say they are inundated with calls and implied that the staffing has dropped. They also are only Monday to Friday business hours now so no weekend calls.
A few hours later we got a call back from a customer rep that was from one of the first calls we placed! I explained that it was resolved. She was surprised that we had already been helped and also apologized for the crazy delays.
Good luck to anyone calling them- it was an all day affair with lots of time on hold waiting.
 
We’ve used the online option to cancel a reservation numerous times and it was quickly addressed. I assumed these form submissions go to computer people that don’t handle phone requests. The last rep we spoke to said everyone was working from home so I imagine the phone system must be terrible.


Sent from my iPad using Tapatalk
 
Not specifically about Marriott but I just had to call another resort to cancel - no way to do it online. Same issue about diminished hours. I do not understand how some hotels/resorts freely allow you to book on line, but no option for cancelling. Really quite annoying; especially now.
 
tlwmkw said:
Has anyone else tried to call owner services recently? On hold forever with a change that cannot be done on the MVCi website. We have tried to call numerous times just to be on hold for up to an hour. We have tried the option for them to call back when vacation advisor available but that doesn’t work either.
What is going on?
tlwmkw
Click to expand...

I have been having the same issue with my developer. Were you able to ever get through or resolve the issue? Let me know how helpful they were. Thanks!
 
I am a Marriott owner calling the Marriott desk for my level- I think I’m executive level. Wonder if higher ownership levels get better/quicker service- I bet that is the case.
 
FYI, I got this email dated 11/30/20 from marriottvacationclub[AT]email1.marriott-vacations.com, if you want to check your mail for the same:

>>
Less Phone Time, More Family Time​
This year has been like no other. We want to help you find your happy place. Due to the options available to Owners and changes to traditional booking patterns, it’s anticipated that Owner Services will be busier than ever during the last few weeks of 2020 and first few weeks of 2021.

Your time is important. If you need to contact us before the end of the year, you can avoid call wait times by visiting your Owner website at marriottvacationclub.com. From your Owner site, you can:​

Enjoy a safe and happy holiday season.

Warmest Wishes,
Marriott Vacation Club® Owner Services​
​
Holiday Hours of Operation

Owner Services is currently available Monday through Friday.
This holiday season, Owner Services will be closed on:

Christmas Day: Friday, December 25, 2020
New Year’s Day: Friday, January 1, 2021​
*Usage options are based on availability.

Some amenities may not currently be available or limited due to COVID-19. For the most accurate updates on resorts and amenities, visit the Resort Updates Hub. ​
<<

ETA - Not sure if the direct links from this copy-paste will work - for me they work direct from the email but re-direct to the home page from this post.
 
I think they should allow you to cancel or modify your reservation online - instead you have to call or live chat. Our other clubs allow cancellations online by owners. A rep said too many owners made mistakes when cancelling themselves? How tough is that?
 
ilene13 said:
I have called 4 times in the last 3 weeks and I have had no problems getting a representative immediately.
Click to expand...
I can have called 3 times in the last 2 weeks. I agree with the OP long wait times. Sorry but I have a problem believing your statement. What secret do you have?
 
hcarman said:
I think they should allow you to cancel or modify your reservation online - instead you have to call or live chat. Our other clubs allow cancellations online by owners. A rep said too many owners made mistakes when cancelling themselves? How tough is that?
Click to expand...
I heard this nonsense, too. What's the difference in submitting it online or in the chat feature? It's not like they babysit you through that like a live rep would.
 
jmhpsu93 said:
I heard this nonsense, too. What's the difference in submitting it online or in the chat feature? It's not like they babysit you through that like a live rep would.
Click to expand...
Agree...its a total BS excuse. They could easily put in 1 or more "are you sure you want to cancel XXX reservation, as once you hit yes, your decision is final" notifications before it actually triggers the cancellation.
 
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