Revolution System

It has been more than a year since I used HGVC reservation system. I also read a few post about how difficult the Revolution system is on Tugg. However, I never realize how bad it is until now.

My story: I already had a reservation for 4 nights, 2bdrm, at GW for 4th July week 2013. I really wanted the Lagoon Tower for 5 nights, 2bdrm. So, just out of my curiosity and sleeplessness, I log in to HGVC in hopes that someone cancelled their reservation. What did I see, 5 nights, 2bdrm open during the days I wanted at the Lagoon Tower. Understanding you can no longer just change reservation if you don't have enough points free, I changed my reservation to a studio 3 night, which released my points minus 880pts. I proceeded to change it again to get my 5 night stay in the Lagoon tower. Everything look great until I click "book my reservation". An error appear telling me to call a counselor if the error persist. So, I went through the process of changing the reservation again. The nights were still showing as being available, so I thought all was still ok. I got the same error when clicking "book my reservation". This time I called the Hilton Service desk thinking it was computer glitch, in which a receptionist told me that she did not see the nights being available. I told her that I can see it on my screen. She said that someone must have taken it and the system did not refresh yet. (BTW she was able to return me back to my original 4night GW stay). Being upset and curious, I checked every 5 min to see if the system refreshed. After about 15 min, the online reservation finally refresh, showing the nights not being available.

HGVC needs to do something with this reservation system. It is terrible, especially the refresh part. Luckily I was able to get back my original reservation. BTW, I did write a heated email to HGVC telling them my disappoint on their implementation of the "Revolution Reservation System".

Welcome to the back of the line.
Kim Krieger (VP) has admitted that they screwed up (I could be more graphic).
They claim that they're working on an improved system. Don't hold your breath.

I too have been following the revolution problem for a year. Last year it wasn't a issue for me because I made mainly RCI reservations. I told my husband not to worry because "surely they'll have it fixed when we have to make revservations a year from now.

I have a two bdrm reserved. At first i would switch to a 3 day studio so that I could then switch back to the full reservation. But later i just couldn't take the chance. We already have our plane tickets and would have been completely screwed if we lost the reservation.

I had to call each day to get the last 5 days of my reservation at Lagoon Tower. At one point it was very agonizing for me because they're closed on Sunday and I had to wait until Monday. I also noticed that within 24-48 hours every unit was reserved. If I had tried to play musical chairs near the end I think I definitely would have been screwed.

I have been an HGVC member for 13 years and find this completely and utterly rediculous. Each year it becomes harder and harder to make a HHV reservation. I've considered buying another week just so that I could take advantage of the home week reservation, that won't solve my problem. I already own 1 HHV week, but my reservation type is different evey year. Sometimes it's a 1bdrm garden for 6 days and other times a 2bdrm ocean for 13 days and we almost always check-in midweek. As you know home weeks are for 7 days with TH-SU checkins. Plus the resale prices for HHV are more than what the HHV pre-opening developer prices were 12 years ago-at least for the units I want. Oh well.

I was actually hoping that the sign on problems everyone was having this week was a prelude to an improvement to the system, but it isn't. It is just the beginning of the "pay your fees" season, which will last another 10 weeks. The system has been awful from the start 3 years ago, and another payment season with even more members than last year won't make it any better. A scheduled target for the new one from HGVC would be greatly appreciated by all the members.

@Talent312: Good to be back. The war is winding down for me. Hopefully in another year, I can work a normal job and just take vacations.

@Jehb2: My DW wants to do a family reunion 4th July 2013 in HHV. Talk about being nervous trying to get enough rooms and the days wanted (5 Nights per room). The first 3 days was easy, but adding others days was never racking. Especially when you have to reserve a studio, just so the points and the days will be released, and then hoping that you can get back the same days plus 1 (which I will call the "HGVC two step") in the room you actually want. Oh BTW this was the Lagoon Tower in Hawaii. I had to settle for 2 suits in Waikikian and 2 suits in Lagoon Tower. So, when I saw the Lagoon Tower open up with the dates I wanted, I immediately did the "HGVC two step". (It took 3 years of points to do this family reunion, so I was trying to recoup some points by moving from the over priced GW to Lagoon) My heart drop when I couldn't reserve the room in the Lagoon and when I went back to GW, the dates were not there anymore for the room I had. Luckily when I called the HGVC Counselor, they said they can still see GW dates open and was able to get it back for me. After that incident my DW told me stop playing games and stick to what we have. (The reunion is her family not mines. My side of the family is doing Disney World- HGVC Seaworld)

@jestme: Acknowledgment of the problem is the half the battle, now if HGVC will actually take actions to fix the problem. I would also love to see a milestone plan for the fixing of the system.

Time to start my count down to another great stay in HGVC!:whoopie:

I think Revolution has been the death of the HGVC 2-step when it comes to Lagoon. Now the only reliable way is to be right there at 12pm EST on 9 month mark. Quite frankly, I've never used the 2-step and I doubt it's needed for shorter stays because if you can get that final day added you know that at least 3 days were available ( the club 3 day min ).

I just booked two 2br at Lagoon for Memorial Weekend (Fri-Sat-Sun) next year, it was easy really right at midnight day 276. I was worried that people would be booking full weeks prior and by waiting until Sunday I wouldn't get Fri, but no problemo.

When the new tower over transit center is built it may ease the pressure on Lagoon IF they make it the lower point values.

SmithOp said:

When the new tower over transit center is built it may ease the pressure on Lagoon IF they make it the lower point values.

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What I have notice (GW and Kingsland) HGVC develop resorts in Hawaii will be in the higher point range. So it will make it even harder to stay in the Lagoon Tower. Makes me feel better that I purchased 9600pts.

DEROS said:

What I have noticed (GW and Kingsland) HGVC developed resorts in Hawaii will be in the higher point range.

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HGVC seems to have backed off that model after the economy tanked.
Phase II at Kingsland will have the normal point values (but smaller units).
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Until people flood the CIO's mailbox, flood the facebook page with rants/raves, and blast their twitter account with disgruntled tweets...nothing will change.

Its too easy to bury customer complaints if you dial in or email.

night0wl said:

Until people flood the CIO's mailbox, flood the facebook page with rants/raves, and blast their twitter account with disgruntled tweets...nothing will change.

Its too easy to bury customer complaints if you dial in or email.

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True, but in the long run, both new owners and old owners will pass on their poor view of the system and it's usefulness, as HGVC get more members and new locations / resorts, it will become even more unbearable, it's shortcomings will become common knowledge, and other timeshare sales personnel will take advantage of that. This is a festering issue that will in the future stop one of the competitive advantages that HGVC once had with the old system. I will be bringing it up the next time I see or talk to my original sales rep. (Yes, I bought retail..). In the meantime, we should all call, daily, and have them search for reservations, then say "naw, never mind, I wish I could have looked it up online properly instead of bothering you." Call volume costs $, and is also measured.

jestme said:

True, but in the long run, both new owners and old owners will pass on their poor view of the system and it's usefulness, as HGVC get more members and new locations / resorts, it will become even more unbearable, it's shortcomings will become common knowledge, and other timeshare sales personnel will take advantage of that. This is a festering issue that will in the future stop one of the competitive advantages that HGVC once had with the old system. I will be bringing it up the next time I see or talk to my original sales rep. (Yes, I bought retail..). In the meantime, we should all call, daily, and have them search for reservations, then say "naw, never mind, I wish I could have looked it up online properly instead of bothering you." Call volume costs $, and is also measured.

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The sales rep could care less about Revolution. A wise person told me that that which gets rewarded, gets done. Sales reps are rewarded on only one thing...selling a deed. They dont care about Revolution or ongoing usage of your timeshare. Only if you upgrade do they care.

So the next time they lose a deal because someone says they dont want to upgrade or buy HGVC due to Revolution...then and only then will a sales rep care.

The IT folks at HGVC are displaying classic monopoly arrogance. They *KNOW* customers cannot simply use another system instead of Revolution. So they just sit on it.

The grand equalizer in today's world is social media. If enough people blitz the twitter and facebook page...*PUBLICALLY* then upper management at hgvc will have no choice but to respond. Same goes for HOA meetings...

I'm at the point where I wonder if hgvc owners really actually care? I mean look at what happened to United Airlines over the infamous guitar case incident...there is no according "outrage" on Revolution except for a few loose ended threads here on tugbbs...

Here is their Facebook page: https://www.facebook.com/HiltonGrandVacations

Here is their twitter: https://twitter.com/HiltonGrandVac

night0wl said:

I'm at the point where I wonder if hgvc owners really actually care? I mean look at what happened to United Airlines over the infamous guitar case incident...there is no according "outrage" on Revolution except for a few loose ended threads here on tugbbs...

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I think most people reserve by phone, they probably have no idea what Revolution is. I'd like to know how many owners are even registered at the web site. I've owned since 2001 and even though I used online reservations I always booked home week until last year, I could have just phoned it in.

I don't think flooding the call center is a good idea, that will just make them hire more staff and up the fees to cover it.

SmithOp said:

I think most people reserve by phone, they probably have no idea what Revolution is. I'd like to know how many owners are even registered at the web site. I've owned since 2001 and even though I used online reservations I always booked home week until last year, I could have just phoned it in.

I don't think flooding the call center is a good idea, that will just make them hire more staff and up the fees to cover it.

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Another customer service bs response from their FB page...thank you for your patience indeed?! We've waited six months already!!?!?!?!


******
Please, please tell me (and us owners) when you're going to "fix" Revolution? I'm tired of customer service platitudes...I want to see iOS support and the ability to see open season at all resorts... affiliates or otherwise. If you cannot meet that expectation, then please bring back the old system! Its been too long!
Like · · 16 hours ago near Fort Lauderdale

Hilton Grand Vacations This is something we are aware of and are continuing to work on. Thank you for your patience.
4 minutes ago · Like

I posted a question on Facebook as well.

October 24 from Plan Vacation
"Existing HGV reservation system misses the mark - In April 2012, HGVC acknowleged the frustration expressed by many Club Members and we were told that HGV will keep us posted on their progress to launch a redesigned reservations system however nothing has been shared since then. We were told that this is a vital priority and HGV was committed to developing more efficient, effective online resources. HGV please share your progress and target delivery date."

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Yeah, I don't use my real name on FB. I just don't like posting information about myself for all to see. I like my privacy.
I only created my FB account to see photos from family and friends that only post their pics on FB.

Does anyone know if support for the iPad is in the works? That would be nice!

It works on iPad if you install a browser that supports flash, klunky but it works.

http://ipod.about.com/od/BrowserApps/fr/photon-flash-browser-App-Review.htm

Don't hold your breath on HGVC rewriting their system to remove flash.

TitanDude, I mainly use an I-Pad for surfing. I got an app called Photon. It will let you use flash, little chunky but works okay. Other than booking rooms, I use Safari.

Which photon? Appsverse or Valhalla?

zora said:

Which photon? Appsverse or Valhalla?

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Appsverse.

In the past, if you hit change reservation, your reserved dates would show up and you could increase or decrease your stay (based on availability, of course). This enabled one to see an orphan date, on either side of your reservation, that would not otherwise appear due to the 2 or 3 night minimum.

Revolution doesn't show "your dates" as available if you start the change process.

I have an upcoming Mon-Fri at South Beach and have been checking religiously to see if Sunday would appear. I finally decided to call and, sure enough, it was available as an "orphan" and therefore not showing on the website. I was able to add it to my existing reservation without paying a fee.

I'm happy that I got the night ... But ticked about the number of times I've checked not realizing I was never going to see it unless someone cancelled 2 or more nights that happened to include the night I needed. The old system was so much better.