VSE Web/app performance

[M Wyo]

Ever since Abound has gone live, I have noticed a marked degradation in the Vistana website/App Performance. For example, I timeout trying to search for a room no matter if I search from Safari, Chrome, or the App. "Sunny" (chatbot) is worthless, and I have been on hold for owner services for over 45 minutes now. They should have a call back feature. Not to mention, when the dialogue box disappears when I click through to send an email.

I would say this occurs about 20% of the time and is immensely frustrating and disappointing. I am certain we are going to be out of luck on one or more trips we want to take unless website availability isn't improved.

So...as I was typing this a CSA finally picked up.

1) Was told the search tool is being worked on to make improvements for Abound members. Note, I was doing an internal VSE search.
2) Was told they have a call back feature and wasn't sure why it isn't available.

If the search tool is being worked on, they should tell owners AHEAD of time. If it is an emergent issue, they should tell you when you try to use it instead of just let the search time out. This is software management 101.

I sure hope this situation improves.

 

[dioxide45]

You're not alone. Lots of complaints in this forum and in Facebook Groups.

 

[mauitraveler]

Hurray! I was just able to make a reservation online! I hope the system remains functional. Good luck, everyone! CJ

 

[DavidnRobin]

Currently (4:52pm PST)
- Able to log in to Vistana (finally)
- Able to get to MVC thru Vistana w/o ending up on MVC Login Page (finally) since no readily accessibility Customer number.
- Ability to see Abound points that were converted from Vistana VOI. (Success)
- Ability to search MVC reservation…
FATAL ERROR!!!

So close…


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[DavidnRobin]

Hurray! I was just able to make a reservation online! I hope the system remains functional. Good luck, everyone! CJ

Tomorrow night is Week 2 (Saturday checkin) for January 2024 HomeResort Reservation).
I may attempt just to see how it goes (compared to the disaster of last year…).


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[daviator]

I finally managed to get the additional Club Points I needed transferred into my account from another owner. I can see the points online... hurray!

But now when I try to make the reservation I was able to successfully search for last week, I can get as far as the property coming up and indicating there is some availability, but when I click on "check availability" it works and works and then says "outside booking window." I am searching in March, 2023, so it is certainly not outside the booking window. Ugh...

 

[M Wyo]

The Vistana search tool is timing out again this morning. I can’t speak for Abound or MVC software platforms but the Vistana software platform has become significantly less reliable and available. I make most of my reservations at 9pm PT when there is no owner services help available. They are getting closer to “harming” Vistana owners unless this situation is promptly corrected.

 

[Venter]

I finally managed to get the additional Club Points I needed transferred into my account from another owner. I can see the points online... hurray!

But now when I try to make the reservation I was able to successfully search for last week, I can get as far as the property coming up and indicating there is some availability, but when I click on "check availability" it works and works and then says "outside booking window." I am searching in March, 2023, so it is certainly not outside the booking window. Ugh...

This happened to me too. Eventually after login out and back in, refreshing and even trying different searches then going back to the original, I did not get the 'outside booking period' error. It is not you but Marriott's IT again.

 

[DavidnRobin]

Currently (4:52pm PST)
- Able to log in to Vistana (finally)
- Able to get to MVC thru Vistana w/o ending up on MVC Login Page (finally) since no readily accessibility Customer number.
- Ability to see Abound points that were converted from Vistana VOI. (Success)
- Ability to search MVC reservation…
FATAL ERROR!!!

So close…


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All seems to be working (for me).
I was able to convert a 2024 1Bd WKV P+ (81K SO) to 2600 Abound points, and make a reservation via the Vistana-MVC portal at a MVC resort for 2023 using borrowed points.

SUCCESS!!!
(8pm PST Thursday Jan12)


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[timsi]

I see people have started to report when it actually works not when it does not work. This is how bad it has been.

 

[vacationtime1]

Tomorrow night is Week 2 (Saturday checkin) for January 2024 HomeResort Reservation).
I may attempt just to see how it goes (compared to the disaster of last year…).


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I see people have started to report when it actually works not when it does not work. This is how bad it has been.

lol

It took twenty frantic minutes, but we were able to reserve our WKORV-OF for 1/13/2024 last night. Got the spinney wheel of death three times, logged out, logged in, logged out, logged in, and finally, there it was.

It shouldn't be this hard.

 

[DavidnRobin]

lol

It took twenty frantic minutes, but we were able to reserve our WKORV-OF for 1/13/2024 last night. Got the spinney wheel of death three times, logged out, logged in, logged out, logged in, and finally, there it was.

It shouldn't be this hard.

Thanks for the update. I was wondering as I forgot to check.


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[CaliJoe]

The app and website suck big time. It’s such a waste for MVC because I call them when their interfaces don’t work and burn 30 mins of their CSRs time when it could have have easily been a 5 minute self serve transaction online. Definitely pound foolish if you ask me.

 

[M Wyo]

Vistana web performance continues to be dismal. Search tool is not available again this morning. I would estimate that ~50% of my tries end in the tool being unavailable or the search times out.

Software engineering 101: you don’t release software into production unless it is thoroughly tested.

Imagine, you have your sights on a specific resort/room type and at 12am 8mos prior, you enter the search info and the search times out or is unavailable. Can’t call ownership services or anyone at 12am. Yes, that apples to everyone looking……but it’s now a matter of luck who searches at the moment when the search tool becomes available again.

This is becoming more than frustrating.

 

[M Wyo]

The online search tool has been unavailable every time I have tried to access it all weekend. And of course when you call you are placed on hold. There is no call back option.

What should happen:

* Software releases should be thoroughly tested before being released
* Owner services should be available 24-7 when the online tool is not available
* A call back feature should be added so you aren’t waiting online

Compensatory measures should have been planned and implemented with the implementation of “Abound”.

We, as customers have limited recourse here. I would recommend that ever time you contact owner services, you advocate for the changes above. Some may get implemented if enough of us comment.

 

[timsi]

Could these frequent weekend website problems be due to Abound preparing to release new Vistana inventory Tuesday morning? If so, they clearly don't know what they are doing and the more the Vistana owners deposit to Abound, the more problems we will have.

 

[hintok]

I have been trying to get online to cancel two reservations for two days. I called Vistana twice yesterday, cell and home phone, they said they would call me back. Tried again today. They never called back. Sent a message today, so will see what is happens. I am also in the process of selling two of my four weeks and have a rental reservation for spring training (SDO) so I don't want to sell that one. Trying to get the contract to LT Transfers. Just frustrating.

 

[M Wyo]

So recent Vistana website performance is significantly improved. Searched multiple times and made a reservation. A little glitch getting through the reservation but at the end of day it worked. One interesting observation.....making a reservation at WSJ used to be very difficult (little availability). But found plenty of 1BR and Studio units available for October 8mos out.