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Why is Starwood reservation system sooo outdated?

jhm40cu

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I have owned Starwood Kaanapali resort for two years now and never had to make any reservation until now since I have converted my home resort into SPG points so far. I tried to make my first reservation on MystarCentral and was completely shock by the unbelievably outdated reservation system.

I also own Marriott and WorldMark properties so cannot help making comparisons. To take WorldMark as an example, I can look at their entire inventories (yes, entire inventories WORLDWIDE) real-time and make a reservation real-time. As a result, there is absolutely no need to contact their customer service. Marriott is not as good as WorldMark but not much behind IMO. As for Starwood, on the other hand, they are like twenty years behind. I have to fill in a form indicating my first and second choice, submit and wait for a confirmation (even for home resort and not to mention StarOptions resorts).

Am I missing something here? Considering Starwood's image as a top of the line T/S developer, I find this hard to believe. :shrug:
 
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Cathyb

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IMHO: Starwood is only interested in selling the timeshare and cares less about its owners. :( I also own Worldmark and Marriott and agree with your analyses on their systems.
 

LisaRex

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Am I missing something here? Considering Starwood's image as a top of the line T/S developer, I find this hard to believe. :shrug:

I would love the type of system that you've described. My only advice is to let Starwood know how you'd feel and hope that they'll listen.
 

DeniseM

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If you haven't already, you may want to call Starwood to make your reservation. Starwood determines your priority for a good view, by how early you make the reservation. Your best bet for a good view is to call at exactly 12 mos. out at 8:59 a.m. No one is sure exactly how emailed requests are processes, but it definitely is not the best way to go.
 

jhm40cu

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If you haven't already, you may want to call Starwood to make your reservation. Starwood determines your priority for a good view, by how early you make the reservation. Your best bet for a good view is to call at exactly 12 mos. out at 8:59 a.m. No one is sure exactly how emailed requests are processes, but it definitely is not the best way to go.

Thanks for your advice. It is very difficult for owners outside of the US to call Starwood at 8:59 am EST due to different time zone. Besides, calling them often to just find out resort availability from overseas will cost big $.
 

hacker0124

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I have just made a similar complaint that the Starwood website in general, as well as the reservation page in particular are antequated. I am not subscribing to the thought that Starwood is a "fire and forget" type of company; the service and resorts are too good.; that being said we make ALL of our reservation requests via the phone, as I want immediate confirmation as to our travel plans.

As an IT analyst for a large corporation I have found most large companies actually THINK their website is acceptable, if not industry leading. It takes the real customers to actually open their eyes.

I do agree that they do not want to make the inventory viewable (seems it adds some exclusivity - WRONG) but making reservation or looking at confirmed reservations is a must.

As owners we need to keep pounding on them when we call, for anything. That is the only way to precipitate change.
 

pointsjunkie

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anaheim

we will be in anaheim 1/12-1/17 anyone going to be there? taking DS and his friend to disneyland. staying at the sheraton on points.
 

clsmit

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If you search for some posts by nodge you can find that Starwood's VP of Technology, or something like that, promised a new and improved system a few years ago. Even those of us who have done big IT projects know that it wouldn't take THAT long to build what we'd like. It's gotta be off the shelf somewhere.
 

calgarygary

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If you search for some posts by nodge you can find that Starwood's VP of Technology, or something like that, promised a new and improved system a few years ago. Even those of us who have done big IT projects know that it wouldn't take THAT long to build what we'd like. It's gotta be off the shelf somewhere.

Of course it's not on the shelf! Their IT guys are hard at work and have the new system ready to roll out - they are just co-ordinating the roll out with the grand opening of Aruba, er Cabo, er - nevermind.
 

James1975NY

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I have just made a similar complaint that the Starwood website in general, as well as the reservation page in particular are antequated. I am not subscribing to the thought that Starwood is a "fire and forget" type of company; the service and resorts are too good.; that being said we make ALL of our reservation requests via the phone, as I want immediate confirmation as to our travel plans.

As an IT analyst for a large corporation I have found most large companies actually THINK their website is acceptable, if not industry leading. It takes the real customers to actually open their eyes.

I do agree that they do not want to make the inventory viewable (seems it adds some exclusivity - WRONG) but making reservation or looking at confirmed reservations is a must.

As owners we need to keep pounding on them when we call, for anything. That is the only way to precipitate change.

The squeaky wheel gets the oil!
 

jhm40cu

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I have just made a similar complaint that the Starwood website in general, as well as the reservation page in particular are antequated.

What would be the best way to do this? Just leave a suggest on MyStar Central message or is there any way I can reach the executives or decision makers more directly?
 

clsmit

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From LinkedIn (it's great when ya know people who know people)

Here are some names: Ian Cole VP, Strategic Technology at Starwood Vacation Ownership

Jesse Utt, Director of Technology Portfolio Management at Starwood Vacation Ownership

John Foss, Vice President, Contact Centers at Starwood Vacation Ownership, Inc.

The email syntax, as far as I can tell, is firstname.lastname@starwoodvo.com. Good luck!
 

LisaRex

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DH and i made a deal, we stay in NY but i leave as much as possible in the winter.

jan-calif
feb-3 weeks in fla and lagunamar
mar-1 week westin kierland
apr-wsj
may-hra

You do realize that you're kind of stretching the definition of "winter"...:D
 

clsmit

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Not for the north! Even northern Ohio gets snow in April! Last Memorial Day at our local street fair I bought a long sleeve shirt 'cause it was COLD! (Cincy is the south, IMHO! :) )
 
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