Waitlist Torture

[Wanderlustgrl]

The only points tied up are for a single week during that range at the highest points level, which for me was 8,000 points because two of the days fell during high demand holiday weeks.

I hate the entire concept of holding points hostage. A more equitable way of doing it would be to be placed on the waitlist without sacrificing use of the points, and if anything comes up and you don't have enough points in the account as of that day, tough luck.

Oh wow! I thought each reservation had to have enough points! Good to know thanks

 

[Mikieg]

Oh wow! I thought each reservation had to have enough points! Good to know thanks

As I previously stated, they initially took out 8,000 points, but the actual number of points required for the week that I am there is 4,525. This resulted in them returning 3,475 points back into the account.

 

[ekuck]

This post inspired me to call in to understand the current waitlist details for Vistana and MVC. I got a cross trained rep with 7 years experience, so they were able to give great answers. I mentioned someone was on hold for 2 hours while a rep made 120 bookings, and she burst out laughing. Another rep she knows took your call. BTW, most companies give reps a target metric of 20-30 calls per hour to handle, but MVC does not. That's nice to know that a longer more complex call isn't going to impact them.

Vistana waitlist:
Must pick exact resort, date, duration , and unit type.
Limit of 3 active waitlists at one time.
Automated booking if match found. (It used to be manual.)
Cancels search 60 days out.

MVC waitlist:
One waitlist can be a combination of resorts and dates.
One waitlist with many combinations will trigger only one reservation.
Can request waitlist starting at 12 months out
Points are held based on highest point requirement.
Default waitlist matching stops at 61 days out.
If multiple dates were specified, dates individually fall off at 61 days.
Rep can override down to 1 day out (example: you are at resort and want to extend)
Will match first for Pinnacle, Reserve, and Chairman level. (soon)
Waitlist under 60 days does NOT get the last minute reservation discount.
Waitlists are filled by cancellations. Mostly week owners electing points for their week.
Expect peak cancellations before the Sept 30 and Oct 31 deadlines.
Probably only need to specify week days when week owner can check in.
Most resorts have Fri, Sat, Sun check in dates for weeks owners.
Aruba has 5 check in days for week owners. Thursday-Monday

I think it's simpler to start with one waitlist if you want multiple concurrent weeks, then after you get a match, call in to create another waitlist to bracket the match.

The call center reps are due to get training on the new benefit levels soon. She had about the same info that we have seen on the new MVC owner benefit level pdf.

 

[Dean]

This post inspired me to call in to understand the current waitlist details for Vistana and MVC. I got a cross trained rep with 7 years experience, so they were able to give great answers. I mentioned someone was on hold for 2 hours while a rep made 120 bookings, and she burst out laughing. Another rep she knows took your call. BTW, most companies give reps a target metric of 20-30 calls per hour to handle, but MVC does not. That's nice to know that a longer more complex call isn't going to impact them.

Vistana waitlist:
Must pick exact resort, date, duration , and unit type.
Limit of 3 active waitlists at one time.
Automated booking if match found. (It used to be manual.)
Cancels search 60 days out.

MVC waitlist:
One waitlist can be a combination of resorts and dates.
One waitlist with many combinations will trigger only one reservation.
Can request waitlist starting at 12 months out
Points are held based on highest point requirement.
Default waitlist matching stops at 61 days out.
If multiple dates were specified, dates individually fall off at 61 days.
Rep can override down to 1 day out (example: you are at resort and want to extend)
Will match first for Pinnacle, Reserve, and Chairman level. (soon)
Waitlist under 60 days does NOT get the last minute reservation discount.
Waitlists are filled by cancellations. Mostly week owners electing points for their week.
Expect peak cancellations before the Sept 30 and Oct 31 deadlines.
Probably only need to specify week days when week owner can check in.
Most resorts have Fri, Sat, Sun check in dates for weeks owners.
Aruba has 5 check in days for week owners. Thursday-Monday

I think it's simpler to start with one waitlist if you want multiple concurrent weeks, then after you get a match, call in to create another waitlist to bracket the match.

The call center reps are due to get training on the new benefit levels soon. She had about the same info that we have seen on the new MVC owner benefit level pdf.

For MVC the majority do have Fri, Sat & Sun check ins but quite a few have Thursday +/_ Monday and some of the older resorts have a set check in day. On HHI they were staggered to allow for a smoother check in system. Knowing the check in day of the week can certainly help in planning for a wait list as well as for reservations in general.

 

[TolmiePeak]

The call center reps are due to get training on the new benefit levels soon. She had about the same info that we have seen on the new MVC owner benefit level pdf.

I would ask when they are going to eliminate the call center reps and force,everyone to book online.

 

[Mikieg]

This post inspired me to call in to understand the current waitlist details for Vistana and MVC. I got a cross trained rep with 7 years experience, so they were able to give great answers. I mentioned someone was on hold for 2 hours while a rep made 120 bookings, and she burst out laughing. Another rep she knows took your call. BTW, most companies give reps a target metric of 20-30 calls per hour to handle, but MVC does not. That's nice to know that a longer more complex call isn't going to impact them.

Vistana waitlist:
Must pick exact resort, date, duration , and unit type.
Limit of 3 active waitlists at one time.
Automated booking if match found. (It used to be manual.)
Cancels search 60 days out.

MVC waitlist:
One waitlist can be a combination of resorts and dates.
One waitlist with many combinations will trigger only one reservation.
Can request waitlist starting at 12 months out
Points are held based on highest point requirement.
Default waitlist matching stops at 61 days out.
If multiple dates were specified, dates individually fall off at 61 days.
Rep can override down to 1 day out (example: you are at resort and want to extend)
Will match first for Pinnacle, Reserve, and Chairman level. (soon)
Waitlist under 60 days does NOT get the last minute reservation discount.
Waitlists are filled by cancellations. Mostly week owners electing points for their week.
Expect peak cancellations before the Sept 30 and Oct 31 deadlines.
Probably only need to specify week days when week owner can check in.
Most resorts have Fri, Sat, Sun check in dates for weeks owners.
Aruba has 5 check in days for week owners. Thursday-Monday

I think it's simpler to start with one waitlist if you want multiple concurrent weeks, then after you get a match, call in to create another waitlist to bracket the match.

The call center reps are due to get training on the new benefit levels soon. She had about the same info that we have seen on the new MVC owner benefit level pdf.

This was extremely insightful, as chaotic as it is, thanks for taking the time.

I still say that their IT people should tackle this so that owners could simply sign on and place a from-through date for a waitlist request. Hey, who knows, maybe the new system being created by SalesForce will take care of it!

 

[DRH90277]

I think putting the points on hold is a good idea. It prevents cluttering the request list with insincere and multiple requests beyond the reach of the point holder if all were filled. Why spend MVC resources on insincere requests. Remember, owners end up paying for the administration of our program in the end.