Vistana and II

[SteelerGal]

So I reviewing my II account and noticed our Feb 2020 vacation was cancelled. Checked my messages folder and saw nothing. Checked my Vistana account and saw nothing. Checked my CC and charges were refunded. WTH.
Well I called II and was notified that a letter was sent and since I did not respond, our reservation was cancelled. When I originally exchanged, I had spoken to Vistana and II about my II account having incorrect info. Told that Vistana will verify everything. Well what good did that do. My II account is still a mess and my 2019 week is gone.
What amazes me is all transactions are electronic but II believes they can get away w/ zero emails in their own messaging system. I can be spammed on a daily basis yet electronic notification regarding transactions. Not happy at all. And question if I want to keep my II account.

 

[DannyTS]

I am sorry to hear that, it sucks. I assume that your reservation was not confirmed, you just reserved it.


The "my units" section in II is a mess IMO, I cannot differentiate between EY and EOY contracts, it shows a higher number of weeks than I own because the EOY contracts are displayed even for the years I do not own.

 

[Ken555]

My II account still has weeks I sold many years ago. I’ve asked them to remove them numerous times, and it’s clear the reps don’t want to deal with it because they can’t do to themselves. What a mess of a system. And now they own Vistana. Oh, joy.


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[klpca]

Try reaching out to the TUG rep, Mark. Here's his email address:
tugmembers@intervalintl.com

He helped me with a Vistana issue. Here's a link to the sticky, https://tugbbs.com/forums/index.php...s-direct-email-for-tug-member-support.198023/

 

[SteelerGal]

I am sorry to hear that, it sucks. I assume that your reservation was not confirmed, you just reserved it.


The "my units" section in II is a mess IMO, I cannot differentiate between EY and EOY contracts, it shows a higher number of weeks than I own because the EOY contracts are displayed even for the years I do not own.

I actually have a confirmation email because I thought the same. The excuse that they only use snail mail isn’t acceptable. So I am now being to Customer Relations via phone which I hate because I believe in CYA email correspondence.

 

[SteelerGal]

This snafu showcases RCI’s superiority platform wise for me. At least I know what is confirmed vs reserved.

 

[VacationForever]

You said your 2019 week is gone. Did Vistana transfer it to II or is Vistana claiming you don't have a 2019 week? From my past experience, Vistana had been the ones to mess up and not II. Vistana claimed that I had used up the week and it took a 3-way conversation with II and Vistana, with II telling Vistana that I had not used the week for another exchange.

 

[NiteMaire]

The "my units" section in II is a mess IMO, I cannot differentiate between EY and EOY contracts, it shows a higher number of weeks than I own because the EOY contracts are displayed even for the years I do not own.

Yea, I've talked to them several times about getting the off year removed. The consistent answer I get is that the system was not built to account for off years. So they will always show...at least until they figure out how to update the system to reflect it.

 

[SteelerGal]

You said your 2019 week is gone. Did Vistana transfer it to II or is Vistana claiming you don't have a 2019 week? From my past experience, Vistana had been the ones to mess up and not II. Vistana claimed that I had used up the week and it took a 3-way conversation with II and Vistana, with II telling Vistana that I had not used the week for another exchange.

I agree it is mostlt Vistana’s fault. I am reaching out to them on Monday. At least II responds to emails in 3hrs. Vistana is 48hrs for a response.

 

[DannyTS]

Now that I think about it I had to go through a similar situation last year when II was telling me that Vistana did not deposit my week, Vistana said it did and it took a 3 way call to fix the issue. It drove me crazy for several days especially because I really did not want to lose the exchange.

This is probably proof of how archaic the Interval IT and how little integrated their system with the largest developers. Hopefully the integration with Marriott will bring some positive change.

 

[Marathoner]

I have had dozens of successful exchanges with II. Some of the exchanges were same day as well. I think that II actually does a very good job of making sure they honor their exchanges. The only reason I would think there would be a problem is if vistana did not deposit your week as they should have. Just relaying my experience with II.

The other posts on II not showing which week is which (EOY vs EY), I can understand. Did they not offer any way to make verify which week you are exchanging?





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[DannyTS]

Interval processes hundreds of thousands of exchanges every year. The fact that most of them go well should not surprise anyone. Yet, what @SteelerGal and I have experienced is evidence that the process should be improved, it is hard to believe that these have been the only 2 instances when things went wrong.

 

[VacationForever]

The problem lies with Vistana and not II. Vistana is incompetent in tracking whether they have deposited the weeks and whether they were already used for exchange.

 

[DannyTS]

The problem lies with Vistana and not II. Vistana is incompetent in tracking whether they have deposited the weeks and whether they were already used for exchange.

you may be right but how do we know how Vistana and II communicate these deposits? How do we know that Vistana did not communicate the deposit to II or that II did not register the deposit that Vistana communicated correctly?

To complete what happened to me about a year ago: I booked in II then I requested Vistana to make the deposit. A day later I checked the "my history" section in II. I had a deposit and I had an unconfirmed exchange. I called II and they said that I have to wait for the 2 to match. Few days later, after the 2 did not match, II told me they were still waiting for Vistana to deposit. I pointed that Vistana deposited it already. They said it was not that deposit they were waiting for which was crazy because the deposit and the week I was exchanging with were identical. Several calls later (II and Vistana) we finally did a 3 way call and the issue was resolved swiftly. I do not know if II keeps track internally of the Vistana contract # deposited (say I deposit a 1 bdr that comes from an EY contract vs a 1 bdr that comes from a 2 bdr lockoff EOY) but in the "my units" section there is a long list of units without any identification.

 

[SteelerGal]

I agree.
They need to allow us to clean up our accounts as well as have a better ownership identification process.

btw I did receive a II mailer on Friday indicating that they cancelled my request. 2 days after cancellation z

 

[SteelerGal]

It was Vistana. The rep manually entered into Vistana's system my II account. My dashboard shows my 2019 week not being available but it shows on their internal site. Grrr. I had Vistana link my II account to all of my weeks so this shouldn't happen again. However I'm sure something else will go awry.

 

[klpca]

It was Vistana. The rep manually entered into Vistana's system my II account. My dashboard shows my 2019 week not being available but it shows on their internal site. Grrr. I had Vistana link my II account to all of my weeks so this shouldn't happen again. However I'm sure something else will go awry.

Are they going to be able to restore the week that you had booked?

 

[SteelerGal]

Nope. It actually worked out for the best though. We were able to secure another option that works better for us.

 

[mindy35]

Another downside to exchanging with II, I am finding, is that since we have a higher caliber property to trade (which originally was a big appeal), most resorts they offer don’t stack up to the quality of the Westin offerings. It’s like owning the most expensive house on the street?

Respectfully, Marriott has a much larger portfolio but most don’t compare to what you get at Westin’s. I’m having a hard time finding appealing properties. I rarely see Hyatt or Welk, just for ex,units available.

Also, I must be doing something wrong. I deposited my Vistana a while ago, made a pretty broad (3 month window for about 7 resorts in the Caribbean) exchange request and have only been offered “damaged goods”. 1 property under major renovation and lots of complaints or I was phoned with an AI (requiring big additional $$), which was never on my list (and that II must have gotten a huge batch of availability because I am saw a whole group of people asking about getting this exact exchange offer at once)?

I could use a real lesson as to how to use the whole service efficiently and effectively. I can’t figure out how to see current inventory even with a unit already on deposit. Are there YouTube or ? tutorials out there?

 

[SteelerGal]

To see the bulk deposits, you need to follow the Sightings Board on Tug. It’s how I picked up Hyatt Round 2.

I read the Vistana threads regarding trading to familiarize myself as well as gain tidbits. Depending on the property, many will rent than trade. Getaways is an option if the price is right instead of using my trade.

I’m sure others will chime in.