Wyndham Unit Not available AFTER you have it on 15 min hold

[Sandy VDH]

Have you ever had this happen. Go all the way through the process and have it on hold, then the last step to confirm and verify is clicked and it comes up the that unit is NO longer available. What is up with this...... I am pissed off. I have plans that are now ruined.

 

[Bigrob]

Have you ever had this happen. Go all the way through the process and have it on hold, then the last step to confirm and verify is clicked and it comes up the that unit is NO longer available. What is up with this...... I am pissed off. I have plans that are now ruined.

I have to believe it's related to the new recaptcha V2. I don't think I've seen this before, and it still seems that units "lock" whether you go past the first screen or not. Hopefully this was just a one time thing.

What were you looking for? You can PM me if you don't want to broadcast it.

 

[Sandy VDH]

I did the same thing 4 times for the same unit. It is impossible that I got the recaptch images wrong that many times in a row.

Not sure what is going on, calling in to discuss it in when they open.

I captured images....so I can send to tech team.

I thought the online system hours was to be the same as the call hours. (Always thought this was stupid, but hey if you are going to do it, keep the hours the same). But the online system is now open earlier and closes later than the call center hours. Why do they not just leave the online system on, except for scheduled maintenance periods. That is stupid.

 

[am1]

This has happened a few times in the past to me.

I doubt the call center will be able to let you know why it happened or correct the issue. Until you have the reservation confirmed there are no guarantees and even after you never know.

 

[Sandy VDH]

I captured images and was able to replicate the problem 4 times yesterday. Inventory is NO longer showing at all today, so perhaps the inventory system part got fixed.

It is like it is ghost inventory that happens in RCI. However the major difference here is that it tells me I have it on hold for 15 minutes to complete the transaction. If it were really ghost inventory, when I would go to select it, it then tells me it is NO longer available. I am ok with that.

The difference here was I was able to select it, and get the image that I have 15 minutes to complete the transaction. Only in trying to complete it does the error occur. It tells me the unit is NO longer available. I have a big issue with this.

I need for that system to work consistently. I have no problem that when I hit the Select button that inventory has changed. I have a BIG problem when inventory is selected and held, and then when confirming it, it then tell you OOPS, no longer available.

 

[am1]

I understand completely and am disappointed when it happens to me but we cannot choose when and how errors occur. Just know that it can happen at anytime in the process until the reservation is confirmed.

I can create a few situations where after you tag a unit you cannot confirm it. Different situation and I understand what causes it but even that has cost me.

Last week I added a guest name to a reservation, went to cancel another reservation at same resort for a few months later but never got the confirmation of cancellation. A few minutes later called in to get guest confirmation sent to resort as it was for the following day and the vc cannot find it. That is normal. Logged out and in to my account and the reservation is gone. Rebooked it in availability. Web support and owner relations did not want to help. Response was how do we even know you did not cancel the one reservation by accident instead of asking me how do you think it happened. Then was told even she investigated it would be like trying to find a needle (no a piece of hay) in a haystack. I am not an IT person but I would think that is what is required of the job.

Wyndham does not care to fix these things. Or at least not when we bring it to their attention.

 

[Explorer7]

I have seen it happen maybe once or twice over the years.

 

[Bigrob]

I can create a few situations where after you tag a unit you cannot confirm it. Different situation and I understand what causes it but even that has cost me.

What is this scenario?

Last week I added a guest name to a reservation, went to cancel another reservation at same resort for a few months later but never got the confirmation of cancellation. A few minutes later called in to get guest confirmation sent to resort as it was for the following day and the vc cannot find it. That is normal. Logged out and in to my account and the reservation is gone. Rebooked it in availability. Web support and owner relations did not want to help. Response was how do we even know you did not cancel the one reservation by accident instead of asking me how do you think it happened. Then was told even she investigated it would be like trying to find a needle (no a piece of hay) in a haystack. I am not an IT person but I would think that is what is required of the job.

This is not correct. You may need to get a different person involved, but the system absolutely does have a record of every transaction and it is auditable. Wyndham has not made the investment required to make that auditable record "easily accessible" to Owner Care, but it doesn't mean they can't get to it (will probably involve an account audit over a specified time period, will take awhile, and for those reasons is obviously not their first choice for resolution).

Wyndham does not care to fix these things. Or at least not when we bring it to their attention.

While they may not be able to fix everything systematically that we would like, if you reach the right person in owner care they can be very helpful. I'm sure the right OC rep could help in Adam's situation. Unfortunately I doubt there is anything they can do in Sandi Bo's situation.

I believe you were seeing "ghost" inventory. I had the same thing happen awhile back but had forgotten about it... went through the process, found availability, but couldn't finalize it. So I called in. Some of the inventory that was showing up was there and could be booked by the VC, and other was not. So while I know you were trying to do this when the contact center was closed, did you check back this morning when they opened to see if they could see and book it for you?

 

[am1]

I was made whole this time. Just 2 hours on the phone. The notes they looked at said I cancelled the reservation I did not want to cancel, online. Or that reservation was cancelled through the online system. That is actually what happened so I have no doubt the notes show that but not what I did. The reservation that was cancelled was the last one I looked at before going to cancel the one I wanted to cancel.

The history from my ip provider would probably show what I saw on my computer but is a lot of effort.

Ghost inventory does exist that cannot be booked.

What is this scenario?



This is not correct. You may need to get a different person involved, but the system absolutely does have a record of every transaction and it is auditable. Wyndham has not made the investment required to make that auditable record "easily accessible" to Owner Care, but it doesn't mean they can't get to it (will probably involve an account audit over a specified time period, will take awhile, and for those reasons is obviously not their first choice for resolution).



While they may not be able to fix everything systematically that we would like, if you reach the right person in owner care they can be very helpful. I'm sure the right OC rep could help in Adam's situation. Unfortunately I doubt there is anything they can do in Sandi Bo's situation.

I believe you were seeing "ghost" inventory. I had the same thing happen awhile back but had forgotten about it... went through the process, found availability, but couldn't finalize it. So I called in. Some of the inventory that was showing up was there and could be booked by the VC, and other was not. So while I know you were trying to do this when the contact center was closed, did you check back this morning when they opened to see if they could see and book it for you?

 

[Sandy VDH]

The inventory was NOT showing available this morning. So either the ghost was fixed or someone else really booked it.

When call center opened this morning I called IT and send them the screen shots that I captured last night to show them the sequence and what was happening.

Last night when I got Club Access (who keep Worldmark Hours by the way and NOT Wyndham hours), they said they could NOT see the inventory when I could see it online. Now I thought they pulled the same inventory just different systems, so why could I see the ghost and not them. Don't know.

I have booked hundreds of wyndham bookings over the years and this is the first time this has ever happened to me. Problem is I cancelled a completely different booking in a different system and now can't get that back, because I held and had 15 minutes to complete booking. Boy I WILL NOT ASSUME that ever again. Again this is the first I have ever seen it do that.

 

[Bigrob]

The inventory was NOT showing available this morning. So either the ghost was fixed or someone else really booked it.

When call center opened this morning I called IT and send them the screen shots that I captured last night to show them the sequence and what was happening.

Last night when I got Club Access (who keep Worldmark Hours by the way and NOT Wyndham hours), they said they could NOT see the inventory when I could see it online. Now I thought they pulled the same inventory just different systems, so why could I see the ghost and not them. Don't know.

I have booked hundreds of wyndham bookings over the years and this is the first time this has ever happened to me. Problem is I cancelled a completely different booking in a different system and now can't get that back, because I held and had 15 minutes to complete booking. Boy I WILL NOT ASSUME that ever again. Again this is the first I have ever seen it do that.

What's the number to Club Access? Didn't know there was another way to get to a Wyndham VC later than the regular or VIP line.

 

[Sandy VDH]

what's the number to club access? Didn't know there was another way to get to a wyndham vc later than the regular or vip line.

1-888-585-4436