Vistana website booking challenges

[wbendermd]

For the seventh week in a row we continue to experience booking "challenges" as Owner's Services prefers to say. I have been trying to book Westin Kaanapali 2 bedroom oceanfront for the last 7 weeks, all unsuccessful. I have had numerous contacts, email and phone, with both Owner's Services and "Customer Advocacy" with no recognition or effort to resolve booking issues. For the last 5 weeks I have been doing video screen capture which has allowed me to actually log each and every error message as below:



January 28, 2022 booking for January 28, 2023 - Result ID 95ZF6D (full session screen capture)

1. “Sorry, we are experiencing technical difficulties. Please try again later.”

2. “Sorry, we are experiencing technical difficulties. Please try again later.”

3. Reserve now => “Your villa no longer available. Please modify search and try again.”



February 3, 2022 booking for February 4, 2023 - Result ID 7KSR3L (full session screen capture)

1. “Sorry, we are experiencing technical difficulties. Please try again later.”

2. “Sorry, we are experiencing technical difficulties. Please try again later.”

3. “Sorry, we are experiencing technical difficulties. Please try again later.”

4. “Sorry, we are experiencing technical difficulties. Please try again later.”

5. “Sorry, we are experiencing technical difficulties. Please try again later.”

6. Reserve now => “Your villa no longer available. Please modify search and try again.”



February 10, 2022 for February 11, 2023 - Result ID B10QTJ (full session screen capture)

1. “Sorry, we are experiencing technical difficulties. Please try again later.”

2. “Sorry, we are experiencing technical difficulties. Please try again later.”

3. “Sorry, we are experiencing technical difficulties. Please try again later.”

4. “Sorry, we are experiencing technical difficulties. Please try again later.”

5. “Sorry, we are experiencing technical difficulties. Please try again later.”

6. “Sorry, we are experiencing technical difficulties. Please try again later.”

7. “Sorry, we are experiencing technical difficulties. Please try again later.”

8. “Sorry, we are experiencing technical difficulties. Please try again later.”

9. “Wow! We are are (sic) currently serving an unusually high number of guests and we hope you will try again in a few minutes. Thank you for your patience!”

a. “Web server is returning an unknown error”

b. Ray ID:6dbb08694a2bf4d8

c. Your IP address: 24.43.219.33

d. Error reference number: 520

e. Cloudflare Location: Honolulu

10. “Sorry, we are experiencing technical difficulties. Please try again later.”

11. “Sorry, we are experiencing technical difficulties. Please try again later.”

12. “Sorry, we are experiencing technical difficulties. Please try again later.”

13. Reserve now => “Your villa no longer available. Please modify search and try again.”



February 17, 2022 for February 18, 2023 Result - ID:YGV1Q7, H9B9TD, QT8TZR, N44118 (full session screen capture)

1. “*Currently Unavailable*

2. ”! REQUEST TIMEOUT We’re sorry, it seems we are experiencing a system issue. Please try again”

3. “Sorry, we are experiencing technical difficulties. Please try again later.”

4. “Sorry, we are experiencing technical difficulties. Please try again later.”

5. “Sorry, we are experiencing technical difficulties. Please try again later.”

6. “Sorry, we are experiencing technical difficulties. Please try again later.”

7. “Sorry, we are experiencing technical difficulties. Please try again later.”

8. ”! REQUEST TIMEOUT We’re sorry, it seems we are experiencing a system issue. Please try again”

9. ”! REQUEST TIMEOUT We’re sorry, it seems we are experiencing a system issue. Please try again”

10. “Sorry, we are experiencing technical difficulties. Please try again later.”

11. “Sorry, we are experiencing technical difficulties. Please try again later.”

12. “Sorry, we are experiencing technical difficulties. Please try again later.”

13. “Sorry, we are experiencing technical difficulties. Please try again later.”

14. “Sorry, we are experiencing technical difficulties. Please try again later.”

15. “Sorry, we are experiencing technical difficulties. Please try again later.”

16. “Sorry, we are experiencing technical difficulties. Please try again later.”

17. I am not a robot message

18. “Search Tip: As a Biennial Owner, you may search availability in ever other Use Year. Try selecting a different year and search again.”

19. “Search Tip: As a Biennial Owner, you may search availability in ever other Use Year. Try selecting a different year and search again.”



February 24, 2022 for February 25, 2023 - Result ID: YSJU3F (full session screen capture)

• “Sorry, we are experiencing technical difficulties. Please try again later.”
• “Sorry, we are experiencing technical difficulties. Please try again later.”
• 0 Results

Multiple contacts with Vistana Owner's Services including customer advocacy have all essentially said, "high demand, low availability, sorry". I have video screen capture of each of these booking attempts. Needless to say, I am frustrated and angry as Vistana is doing nothing to address these issues.

I am on a campaign to get this properly addressed. Customer Advocacy said they had only 10 reports of issues with the booking process!!

1. Try to do a screen video capture of your booking session

2. Report "challenges" to the Better Business Bureau. I have found this to be an easy process to complete with a rapid response from BBB and, it seems, good follow up after submitting additional information. Here is the link to file a complaint => https://www.bbb.org/file-a-complaint

3. I have reported this to the Federal Trade Commission using the following link => https://reportfraud.ftc.gov/#/

If you have other thoughts or suggestions as to how to pursue this I am all ears and ready to go.

We, as owners, deserve a functional, competent, easy to use booking system to book and access the usage weeks we have bought and pay to maintain.

Walter Bender

 

[pathways25]

I have been unable to make any reservations for my Harborside 3BR units (or any of its components like the 2BR deluxe or 1BR) for 2023. I'm able to get availability, but when I select a room, it spins for 45 seconds and times out. I called owner services to ask for help on this. They opened a ticket with IT to check on it and and told me it could take 60 (sixty!) days to resolve!! I want to make a spring break reservation. This is crazy!

Has anyone here been able to make a 3BR or 2BR deluxe reservation for 2023 at Harborside?

 

[annieoakley]

I just tried booking at Harborside. Showed a 3 bedroom available Jan. 28th 2023 for 7 nights. It also showed 2 bedrooms available.
Good Luck!

 

[pathways25]

I'm able to see inventory just fine. Its when I click on "Select" that it spins for 45 seconds, then times out. This happens on my 3BR, 2BR deluxe units. My 2BR lockoff works fine.

Are you able to get back clicking on the "Select" button?

 

[SteveS1]

I just booked a 1 br premium at Harborside for Fri, Mar 3,2023, no issue.

 

[alwysonvac]

I just tried doing an online search within the 8 month window (Time: 8:52pm Eastern)
Westin Kaanapali North and South reservation searches are timing out but not Nanea, Princeville, Sheraton Kauai or Harborside. I wonder if the reissuing of reservations at these resorts is causing system issues.

 

[GLehman]

No luck tonight at Westin Nanea. I've been trying for nearly an hour since midnight eastern time. I was shown availability once but could not complete the reservation. Now I'm continuing to get a time out error.

 

[GLehman]

It took 58 minutes of repeated attempts but I was finally able to complete a reservation. Good night!

 

[Denise L]

Trying for over an hour and getting nothing but timeouts every minute. Has anyone been able to book Westin Ka’anapali South?

 

[WI GAL]

Trying for over an hour and getting nothing but timeouts every minute. Has anyone been able to book Westin Ka’anapali South?

Just finally confirmed at Westin Kaanapali South! Crazy!!

 

[Denise L]

Finally confirmed South also at 1:36 AM Eastern. The system told me there was no availability at all after about 58 minutes, but I kept trying. Worst booking experience ever. Timeouts every minute, “I’m not a bot” boxes to check every few retries, and pop up boxes with timers saying I was going to get logged out for non-activity even though I was clicking retry every minute.

 

[EnglishmanAbroad]

Seems to be working fine at 11:30PST. Must just be the 9:00PM rush causing the problems.

 

[daviator]

I had a great deal of trouble booking a SO reservation at WDW this afternoon. I got various timeouts, occasional messages that there were no rooms available. Then I tried a shorter reservation (I was trying for 13 nights) and got some options. I started increasing the length of my search, one night at a time, until I was back up to my desired 13 nights, at which point it showed me the options I wanted and I was able to book. But the site is definitely seeming overtaxed, or something. It took me nearly an hour to make the reservation.

 

[Fgaini]

Tried both today and yesterday without success. Really annoying

 

[mkyle]

I just tried doing an online search within the 8 month window (Time: 8:52pm Eastern)
Westin Kaanapali North and South reservation searches are timing out but not Nanea, Princeville, Sheraton Kauai or Harborside. I wonder if the reissuing of reservations at these resorts is causing system issues.

View attachment 48161

I am getting this same message when I try to book at either Vistana Resort which is my home resort or Vistana Villages. I am however able to get on to other resorts within the system

 

[teddyo333]

I had the same issue while trying to book Sheraton Desert Oasis for 3/4/23 at 12AM on 3/4/22. I called this morning and explained to the representative that I was having an issue and it must be the site. They kept telling me that there were no units available. I had to troubleshoot the issue with them over the phone before they would take me seriously. They opened a ticket with their IT department and I'm happy to say that I was able to book what I needed at 3:30PM EST.

 

[Ken555]

1:45am Pacific and...

 

[blondietink]

I was online right at midnight on 3/3/2022 and made sure I refreshed right before I tried for a reservation. No problems and I got my reservation at Sheraton Kauai South 2 bedroom with no problems. I had been watching it for a week.

I know it is a small unit, but it is in Poipu, enough said. We stayed previously at Princeville and while it is lovely there, it rained literally every day, all day, in the dry season and we ended up driving down to Lihue and south every single day.

 

[r1lee]

definitely having issues with booking Villages and Resort in orlando.

 

[vacation dreaming]

I was assuming this was a problem mostly at midnight but I am trying to look at 3pm and get the same error message. I have owned for 15 years and never seen anything like this.

 

[Ken555]

Just did a few searches and it worked great...then I did another and it broke. All searches since then are not working.

 

[vacation dreaming]

I emailed them this afternoon to go on record that there is a problem and received a response telling me to call for reservations. I just tried again this evening and still get error message.

 

[vacation dreaming]

i sent a second email regarding the problem tonight and immediately received the following
Thank you for your email. I had just tried to call you on the phone number you provided in your original email but did not leave a message. The Owner Services IT team was aware that there were issues with the website over the weekend with reservations, however to my knowledge it had been resolved. I have not received any additional concerns regarding the website this evening.

If you are having difficulty, we recommend that you contact the Owner Services team to report your issue so that it can be reviewed and resolved.

Have a good night.

Regards,

Cindy H.
Marriott Vacation Club Customer Advocacy
customer.advocacy@mvwc.com
800-860-9384

eveyone needs to continue to notify them about the problems.

 

[alwysonvac]

I find it very hard to believe that their IT team isn’t already aware of the ongoing system issues members are facing. Systems today use all sort of monitoring along with alarm/alerts.

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IT monitoring is THE thing you need to make sure your technology works, so you can keep customers happy. Monitoring can detect and resolve all sorts of issues.

www.splunk.com

 

[nadz786]

For those of you who have had luck searching again later in the evening, what is your process?

Do you logout and log back in? or just keeping clicking modify search in hope that something appears?