Strange cancelation of Cabo reservation?!

[Nomad420]

Made reservation 9 months in advance for wedding in Cabo next November. Two weeks ago went to book airline tickets for the trip and checked dates with my HCVG application and noted that the reservation was now cancelled. I had previously had the reservation confirmed, points taken, and even called to congratulate me on the booking as it was my FIRST ever HGVC booking. I called HGVC immediately and was told a specialist would be calling me back. After one week I did receive a call from a nice and apologetic agent who said she had no idea how it happened, it was some kind of "computer glitch", and that the Cabo resort was now fully booked.
Needless to say I wasn't happy. I stated it was oddly coincidental that the cancelation was made just after my final payment of $20K to the Hilton Club NYC was made and that as a new owner/member for my first time booking I find this rather appalling.
My questions are, has anyone experienced this in the past with a booking? What are my recourses here. I plan to write a letter to HGVC but will take any suggestions as to who in the organization it should be addressed to. At this point I am also considering legal action to potentially get my money back on the purchase of the property in NYC as I truly wonder what kind of "Club" this is!

 

[PigsDad]

I've never heard of this happening, but I would definitely press HGVC to provide you with some replacement accommodations as it was clearly their fault the reservation was cancelled.

Good luck!
Kurt

 

[Nomad420]

I've never heard of this happening, but I would definitely press HGVC to provide you with some replacement accommodations as it was clearly their fault the reservation was cancelled.

Good luck!
Kurt

It looks like they now want to place me in the Hilton Hotel in Cabo now but have not committed to this at this point. As I previously posted I have never stayed in Cabo and was looking forward to the trip. I know nothing about the Hilton Cabo and wanted to actually see some of the other HGVC properties not another Hilton Hotel. The initial "bogus points" I received expire in just over a year now and I have yet to even use a single point now. I am quickly finding that these "bogus points" are not worth the paper they are written on!

 

[Adrienne]

The Hilton in Cabo is actually really nice, although it's far (about 20 - 25 minutes) from central Cabo. If they gave me a night for night exchange for the original reservation, in a comparably sized ocean view room, I'd be fine with it.

 

[Nomad420]

The Hilton in Cabo is actually really nice, although it's far (about 20 - 25 minutes) from central Cabo. If they gave me a night for night exchange for the original reservation, in a comparably sized ocean view room, I'd be fine with it.

Thank you for that suggestion and I definitely will see if they are willing to make that offer. I booked a 1 BR in FA in cabo and I sort of doubt they will offer me an ocean front suite. By there own admission they really goofed up on this reservation. Not sure that I buy the "computer glitch" explanation at all.
The wedding is at the Sheraton I believe, do you happen to know how far that is from the Hilton. Thanks in advance.

 

[hurnik]

One thing (or more?) to consider is that the FA probably had a full kitchen. I doubt the regular Hilton has a kitchen. There's also the optional AI in the FA.

 

[buzglyd]

The Hilton is 7 miles from the Sheraton. The Sheraton and FA are basically part of the same golf course development.

I'd lean on them to make it right.

 

[Talent312]

I am shocked and dismayed by this. I've been here for 7 years and never heard of such a thing.

I'd escalate the issue. You prolly can't get to Mark Wang (CEO), but you could ask them to xfer you to Stan Soroka (VP - "Chief Customer Officer"). That would prolly get you to a floor-manager at the call center. You might tell them that your booking should have higher priority over anyone else who booked later, but since FA is an affiliate, they can't boot anyone booked directly w-FA. Alternatively, HGVC should compensate you for any like booking you can find on your own... try FA directly to see if they have space for their own peep.

As for the bonus points: Don't let 'em expire... Even if you have to convert 'em to HHonors.

 

[Nomad420]

I am shocked and dismayed by this. I've been here for 7 years and never heard of such a thing.

I'd escalate the issue. You prolly can't get to Mark Wang (CEO), but you could ask them to xfer you to Stan Soroka (VP - "Chief Customer Officer"). That would prolly get you to a floor-manager at the call center. You might tell them that your booking should have higher priority over anyone else who booked later, but since FA is an affiliate, they can't boot anyone booked directly w-FA. Alternatively, HGVC should compensate you for any like booking you can find on your own... try FA directly to see if they have space for their own peep.

As for the bonus points: Don't let 'em expire... Even if you have to convert 'em to HHonors.

Thank you and I will probably contact/write to Stan Soroka and see what shakes out. I assure that unfortunately this is indeed how things went down. What was really weird was my points were taken, I was even contacted by sales reps to congratulate me on booking (and of course try to sell me more properties) then later I get the points back and the reservation posts as "canceled" with no explanation, email, or even date that it was canceled.... strange indeed.
Yeah, I won't let them expire worthless and will probably end up converting them at the 25 to 1 rate to HH points or pay my MF with them.
Thanks again to all.

 

[seagila]

@Nomad420 - Sorry to hear of HGVC's blunder. I hope they offer a resolution acceptable to you.

I wonder if an RCI exchange using your bonus points is an option you have considered. You will actually end up using less of your HGVC points trading into a 1 or 2 bedroom through RCI. Hacienda Del Mar in Cabo, in the same vicinity as FAVC Cabo, has good availability in November 2017. Perhaps you can ask HGVC to cover the exchange fees, if this is a viable option for you.

The resort has had favorable reviews, but cannot personally vouch since I have never stayed there.

 

[Nomad420]

@Nomad420 - Sorry to hear of HGVC's blunder. I hope they offer a resolution acceptable to you.

I wonder if an RCI exchange using your bonus points is an option you have considered. You will actually end up using less of your HGVC points trading into a 1 or 2 bedroom through RCI. Hacienda Del Mar in Cabo, in the same vicinity as FAVC Cabo, has good availability in November 2017. Perhaps you can ask HGVC to cover the exchange fees, if this is a viable option for you.

The resort has had favorable reviews, but cannot personally vouch since I have never stayed there.

Thanks, I had not thought of doing an RCI exchange.

 

[buzglyd]

Hacienda Del Mar is a wonderful resort and it is on the same property as the Sheraton. They share restaurants and pools. I was just there in March.

 

[Nomad420]

Just got email from HGVC and at this point they are still working on FA. They stated they would go to the Hilton as a second choice but are awaiting more information from FA. I will suggest the RCI exchange offer IF FA falls through. As this was my FIRST booking with HGVC this whole situation has me sick. This is not how I expected what was supposedly one of the better time share operations to work! Not a good start at things here at all.......

 

[Sandy VDH]

To be fair, this is the first I have heard of this happening at HGVC. Now if this was Wyndham, that would be another story.

 

[Nomad420]

I will say that while there was a bit of an initial delay in their response to me, the women I am communicating with now at HGVC has been helpful and courteous. She has kept in communication with me so I have no complaints there.

 

[Tamaradarann]

Just got email from HGVC and at this point they are still working on FA. They stated they would go to the Hilton as a second choice but are awaiting more information from FA. I will suggest the RCI exchange offer IF FA falls through. As this was my FIRST booking with HGVC this whole situation has me sick. This is not how I expected what was supposedly one of the better time share operations to work! Not a good start at things here at all.......

Let me try to calm your negative feelings a little bit. We purchased our first HGVC timeshare in 2006 in South Beach, Fl. We planned to go there for a week in November 2006. We got a call a few days before that the hot water system had a major problem and they would be closed for at least a week. We made alternative Florida vacation plans. We have stayed in HGVC accommodations for over 1000 nights ever since without any incidents and excellent customer service from all HGVC personnel.

 

[Nomad420]

Thanks Tamara, it does indeed help to hear long timers say good things about HGVC. I think I was just really freaked in that it was my first reservation made through HGVC for a wedding no less and this happened. Indeed, from many of the above comments this problem doesn't seem to be a endemic with there booking system.

 

[PamMo]

I'll second (third?) the suggestion to use RCI to book a week at Hacienda Del Mar, if the dates you need are available. You (might?) have to pay the exchange fee, but you'll probably use fewer HGVC points, and you'll be right at the wedding site. You can login to your HGVC account and check out what RCI has available, and see what the costs would be. HDM is a great resort, but note that owners, not exchangers, get the best view units, if that's important to you.

BTW, November is a nice time to visit Cabo! And congrats on the first use of your Hilton timeshare. It sounds very unusual for something like this to happen.

 

[Nomad420]

Just wanted to follow up with everyone on this. They were able to eventually rebook my original dates at the Fiesta in Cabo. I actually had excellent service from the "Resolution Specialist" Lori at HGVC who stayed on it for several weeks. Apart from this "glitch" I am very satisfied with HGVC so far. Thanks again to all.

 

[Sandy VDH]

Just wanted to follow up with everyone on this. They were able to eventually rebook my original dates at the Fiesta in Cabo. I actually had excellent service from the "Resolution Specialist" Lori at HGVC who stayed on it for several weeks. Apart from this "glitch" I am very satisfied with HGVC so far. Thanks again to all.

I have said this before, and I will say it again. From a customer service perspective, HGVC is really one of the better, it not best around the TS industry. If I have had an issue, usually HGVC is always able to offer a resolution that I am happy with. They often recommend it, without me having to ask, provided that issues is is a completely reasonable one to resolve that is within their control.

 

[GT75]

Just wanted to follow up with everyone on this. They were able to eventually rebook my original dates at the Fiesta in Cabo. I actually had excellent service from the "Resolution Specialist" Lori at HGVC who stayed on it for several weeks.

Wonderful news. I am glad that it did finally work out. I also agree with Sandy VDH comment. I make many reservations and/or adjust reservations each year. I have always received excellent service.