[UPDATE: Customer Service Stinks!] oh yay - it only took Marriott/Vistana 10 days to fix the Villa Finder

[DeniseM]

How could a major corporation like Marriott allow a HUGE problem like this to go on for more than a week??? Do you not know that owners are trying to reserve their high season 2024 July weeks????

How to send a message to Vistana/Marriott from your Vistana Acct: This is a good contact for all issues.
1. Log into your Vistana Acct: https://login.vistana.com
2. Click on your user name
3. Click on "Dashboard" - right below the work "Account" - in the top right corner of the page.
4. On the next page, scroll down to the bottom right corner, and click "Contact Us"
5. Click: "Send us a message"
6. Complete the message as in the example below - or write your own message.
7. Click SUBMIT

 

[rickandcindy23]

I agree. Vistana is terrible. I am on hold with Sandra, who is supposedly fixing my ARDA fee issue. Convincing these people who answer the phone that there is a problem is ridiculous. They don't believe me.

 

[remowidget]

I was just able to get all the way to confirm reservation on my android tablet. I didn't make the reservation though.

Sent from my SM-T870 using Tapatalk

 

[DeniseM]

Everyone can do that - it looks like the reservation goes through, but it's fake - no reservation goes into your account, and you don't receive a confirmation.

 

[DanCali]

I was just able to get all the way to confirm reservation on my android tablet. I didn't make the reservation though.

Sent from my SM-T870 using Tapatalk

What do you mean you were able to confirm it but didn't make it? Did you actually confirm a reservation and have it show up on the Dashboard afterwards?

The issue last week was that you would get a confirmation number on the screen, but the reservation was not on the dashboard and there was no email confirmation. Also, staroptions were not deducted (for staroptions reservations) or the week was left as unbooked (for weeks reservations). Therefore, owners could then double-book or triple-book more reservations using the same week or staroptions "currency" (but all alleged "reservations" just generated a confirmation number without actually being real reservations). Owner Services could not find those confirmation numbers in their system when I called, but they could book an actual reservation over the phone, which is also then visible on the dashboard.

 

[DeniseM]

Yes, I'm afraid that there are lots of owners who think they make a real reservation in the last 6 days!

 

[remowidget]

What do you mean you were able to confirm it but didn't make it? Did you actually confirm a reservation and have it show up on the Dashboard afterwards?

The issue last week was that you would get a confirmation number on the screen, but the reservation was not on the dashboard and there was no email confirmation. Also, staroptions were not deducted (for staroptions reservations) or the week was left as unbooked (for weeks reservations). Therefore, owners could then double-book or triple-book more reservations using the same week or staroptions "currency" (but all reservations just generated a confirmation number without actually being real reservations). Owner services could not find those confirmation numbers in their system when I called, but could book an actual reservation over the phone, which is also visible on the dashboard.

I got to the last step. I didn't actually try to make the reservation.

Sent from my SM-T870 using Tapatalk

 

[DavidnRobin]

I now take photos at each stage.
That final confirmation number should assure the reservation regardless of what the website shows.

But, TBH, I’ve had no trouble with Vistana reservations including conversion to Abound and having to cancel (and rebook) Knock on wood.


Sent from my iPhone using Tapatalk

 

[DeniseM]

Not this time - because the reservation is not actually made, and the week or Staroptions are not withdrawn from your account.

Example: I've been trying for 6 days, so I have made at least 6 identical reservations, and each time they give me a different reservation number. Do I have 6 plus reservations? - nope!

Not to mention that the wait time on the phone has been hours long, because everyone is having the same problem!

 

[Ulrichdl]

It is unbelievable they have not fixed this yet. I reported it to customer service Thursday AM first thing and I believe others did also. You’d think they would at least put up a notice on the dashboard that you need to call for reservations. Or better yet an email to all owners that they may not really have reservations if they made them online over the past few days. So very frustrating!

 

[MarineBlue]

I made a week's reservation in March 2024 for Westin Desert Willow right at the 8-month mark (stroke of midnight, last night) for a 2-bedroom and it went through without a hitch. Within a minute, I received the email confirmation. This was through the Vistana site and was using options.

 

[Ulrichdl]

Sounds like it worked for you!! Did they deduct the options from your Dashboard? Last week, no email confirmation and no point deduction.

 

[DeniseM]

No change for me. Marriott/Vistana just answered my Dashboard message, and of course, they claim they had no idea there was a problem. Please use the instructions in post #1 and send them a message. The squeaky wheel gets greased!

 

[pathways25]

At least you all can get to the villafinder. I haven't been able to get to that in over a week. I always just get "Gateway Timeout".

 

[DeniseM]

Hmmm - I don't think this is even a real person - I doubt it because it's after midnight in Florida and this is just such a pat answer to any website complaint!

Dear DENISE MAYER,

Thank you for your reply. I am happy to assist you.

I apologize for the frustration this may have caused. I have submitted the information to our IT Department. While a specific date or time to when this matter will be resolved is not available, please rest assured that our IT Department is working diligently to rectify this issue.

At this time, you may try and use Google Chrome or Microsoft Edge, as those are the best web browsers that work with Vistana.com. You may also try and clear your cache and cookies as well.

You are also welcome to contact Elite Owner Services at 888-786-3548 for assistance. Representatives are available Monday to Friday from 9 a.m. to 8 p.m. Eastern Time.

Should you have any additional concerns, please let me know. Have a great day!

Sincerely,

XXXXXXXX
Vacation Ownership Specialist

 

[divenski]

The verbiage I was given is that there is some sort of disconnect with the actual inventory. The "confirmed" reservation step isn't complete until the inventory is pulled and then you get the email and account update.

But it's really incredible that this is happening in 2023! I have been making online reservations since it was feasible for all kinds of products and services such airlines, hotels, timeshares, rental cars, boats, restaurants, and more, and I can't remember such a screwed up situation and even in the early days.

And given some of the udpates in this thread, it makes you wonder if Vistana/MVC is going to update owners who might not know they don't have a real reservation. It's the least they should do.

 

[dioxide45]

Hmmm - I don't think this is even a real person - I doubt it because it's after midnight in Florida and this is just such a pat answer to any website complaint!

Dear DENISE MAYER,

Thank you for your reply. I am happy to assist you.

I apologize for the frustration this may have caused. I have submitted the information to our IT Department. While a specific date or time to when this matter will be resolved is not available, please rest assured that our IT Department is working diligently to rectify this issue.

At this time, you may try and use Google Chrome or Microsoft Edge, as those are the best web browsers that work with Vistana.com. You may also try and clear your cache and cookies as well.

You are also welcome to contact Elite Owner Services at 888-786-3548 for assistance. Representatives are available Monday to Friday from 9 a.m. to 8 p.m. Eastern Time.

Should you have any additional concerns, please let me know. Have a great day!

Sincerely,

XXXXXXXX
Vacation Ownership Specialist

Click to chat it open till 12:00pm, it is possible that someone was just finishing up their shift?

 

[DeniseM]

Possibly, but clearly a cut and paste.

 

[MarineBlue]

Sounds like it worked for you!! Did they deduct the options from your Dashboard? Last week, no email confirmation and no point deduction.

I verified this morning (24 hours later) that yes, my banked options that I used have been deducted. I didn't think to look immediately after making the reservation since all had gone smoothly along with the immediate email confirmation. For what it's worth, I'm using a MAC, OS Ventura v.13.4.1 (latest OS), and Chrome as my browser. I'm assuming those who are having difficulties have already cleared their cookies, refreshed and tried again? Maybe a good idea to do prior to trying to make a reservation? I'm not a techie but I've been told to do that when hiccups (i.e. specific site not loading properly after several tries but your other sites are working just fine) occur.

 

[dioxide45]

For people having the issue, are you making 8 month StarOption or 12 month Home Resort reservations?

 

[DeniseM]

Home Resort Reservations - I can make Staroption reservations as usual, which tells me it's not my computer.

 

[geist1223]

Sounds like Vistana/Marriott hired the same IT/IS Folks as Wyndham.

 

[sponger76]

Sounds like Vistana/Marriott hired the same IT/IS Folks as Wyndham.

I think these timeshare companies are hiring IT folks from the same pool of applicants as many of the major airlines. It's amazing how many system failures occur across multiple companies in these industries.

 

[sjlola]

And given some of the udpates in this thread, it makes you wonder if Vistana/MVC is going to update owners who might not know they don't have a real reservation. It's the least they should do.

I seriously doubt this, especially as they have no clue who thought they made a reservation. I've been trying to get the word out on as many platforms as I can.

 

[dioxide45]

Home Resort Reservations - I can make Staroption reservations as usual, which tells me it's not my computer.

Yeah, it is some kind of disconnect in their system with how Home Resort reservations are handled. I wonder if non VSN Home Resort reservations are working?