Vistana Dashboard message system may no longer be reliable

[DeniseM]

I know an owner who sent a message to Vistana on Jan. 14th - and still hasn't received a response. But he knows they received his message because they have sent him 3 automated responses: "We will respond to your message ASAP blah, blah, blah."

I know another owner who sent a message on Dec. 19th, and Vistana didn't respond until Jan. 17th, and this is a 5 Star Elite Owner.

The message system used to be a good method to get an reliable answer to a question, but it doesn't seem to be a priority any longer.

In addition to this, I'm being told by owners that it's harder than it's ever been to get through on the phone lines - with waits of over an hour sometimes.

Yay Marriott

 

[DannyTS]

This is a truly remarkable screw-up. What was the pre-Marriott waiting time? I do not remember exactly but I do not think it was more than a minute, maybe even less. I think everyone should mention this at every owners update. I will do it in a couple of weeks.

 

[SteelerGal]

Yes, phone time is ridiculous. I have done callback twice and only once was I actually called back. I have had good luck w/ the email correspondence, but that was last year.

 

[sfwilshire]

I was trying to book my owned Vistana week and every week I tried showed zero availability. Tried to call and got the message that waits were over an hour. Left the number for a call back, which came in much less than an hour (I didn't check my watch) but in the meantime I tried a different Internet browser. Worked perfectly and I finished my transaction long before the call back.

Sheila

 

[CPNY]

I know an owner who sent a message to Vistana on Jan. 14th - and still hasn't received a response. But he knows they received his message because they have sent him 3 automated responses: "We will respond to your message ASAP blah, blah, blah."

I know another owner who sent a message on Dec. 19th, and Vistana didn't respond until Jan. 17th, and this is a 5 Star Elite Owner.

The message system used to be a good method to get an reliable answer to a question, but it doesn't seem to be a priority any longer.

In addition to this, I'm being told by owners that it's harder than it's ever been to get through on the phone lines - with waits of over an hour sometimes.

Yay Marriott

Seems like Marriott’s inferior IT is creeping over to Vistana instead of our superior IT influencing them. How I see things going......all the good stuff vistana has will go away to be replaced with the junk from the Marriott side. Yay Marriott is right. This is why “us vistana people” weren’t happy with the take over. Since the takeover all of the information I’ve received over the phone was always incorrect and I have been given nothing but bad CS with reps who just don’t seem to care. I for one may be cutting down on my vistana and jump on the airbnb bandwagon more and more.

 

[The Haileys]

I sent a message via the Dashboard on Feb. 2 and got an email reply today, the 7th. They weren't able to resolve my inquiry by email, and said to call Owner Services instead. I did so, and waited on hold maybe three minutes? Five at the most. The rep was very efficient and helpful, and has escalated to the appropriate people for further research and resolution. Maybe I just got lucky, but considering the experience I usually have with other companies, this was stellar customer service.

 

[CPNY]

I sent a message via the Dashboard on Feb. 2 and got an email reply today, the 7th. They weren't able to resolve my inquiry by email, and said to call Owner Services instead. I did so, and waited on hold maybe three minutes? Five at the most. The rep was very efficient and helpful, and has escalated to the appropriate people for further research and resolution. Maybe I just got lucky, but considering the experience I usually have with other companies, this was stellar customer service.

I’m glad to hear that !

 

[DeniseM]

Update: the owner who sent a message to Owner Services on Jan. 14th (a simple question) finally got an answer, on Feb. 10th. But he got a canned answer, and it was not the question that he asked at all. So he send a 3rd request, and finally got an on topic answer on Feb. 11th. So it took almost a month.