Request to split 2BR Lockoff denied for SVN reservation

I tried to split the 2BR lockoff for an SVN reservation. The agent told me the only way to do this is to cancel it and wait for it to come back. There was a guarantee I would not lose the whole 2BR reservation, but she said there was no guarantee that I could split the lockoff since this was booked as a 2BR SVN reservation (note: this is a 2BR lockoff unit -- not the regular 2BR).

Sure enough, they called back today restoring the original 2BR lockoff but said it could not be split into two separate reservations due to the high volume of check-in/check-outs that day.

She said due to the pressure it places on the front desk and other services, they may not allow it to be split if it is an SVN reservation -- I confirmed that a home resort reservation is always allowed to be split.

I asked if it could be split at the resort -- she said this would be at the discretion of the resort as it was not guaranteed. So now I may have a guest that can charge to my account while I am at the resort since we are not allowed 2 separate accounts for the unit.

Has anyone experienced this?

-ryan

I had the same drama when I needed to cancel half a SO reservation. The operator said it needs to be cancelled and a 1br (showing as unavailable) booked.
Some very general pleading and escalation to second line got that fixed.
Try asking resolution services or whatever the asupport team is called.

sjsharkie said:

I asked if it could be split at the resort -- she said this would be at the discretion of the resort as it was not guaranteed. So now I may have a guest that can charge to my account while I am at the resort since we are not allowed 2 separate accounts for the unit.

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I frequently have guest that come along to share a 2BR lockoff reservation but never felt a need to split it. Are your guest total strangers? Doubt I would even consider inviting a guest that I would be worried about making unauthorized charges to my room account.

I've had guests have their own charge account separate from mine, but it's always a confusing issue at checkout. This seems like a strange and foolish lack of cooperation by Starwood. You might be able to do it at checkin, but don't be surprised if their keys open your unit and vice versa, etc.


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At WKORV or wkorvn, our 2br II exchange we've not had any problems with our invited guests to get the lock off in our guest's names with separate keys, separate charging,. I know it's not an SVN reservation but makes no sense to me that the resort can't do this whether it's an SVN reservation or II exchange. I would expect better customer service from a Starwood brand resort considering the MFs charged.

sjsharkie said:

Sure enough, they called back today restoring the original 2BR lockoff but said it could not be split into two separate reservations due to the high volume of check-in/check-outs that day.


-ryan

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Seems like pure laziness to me. A lock off is designed to be locked off. They won't be split into two because high volume of check-ins/check outs, SERIOUSLY?

Unbelievable to me.

Ken555 said:

I've had guests have their own charge account separate from mine, but it's always a confusing issue at checkout. This seems like a strange and foolish lack of cooperation by Starwood. You might be able to do it at checkin, but don't be surprised if their keys open your unit and vice versa, etc.


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Yes, I agree Ken. I can't even remember what I ate for breakfast yesterday -- I'd prefer not to parcel through daily charges on whose pool charge is that, whose dinner charge is that, whose spa charge is that ... etc. after a whole week's stay. Not that I'm buying tons of stuff, but it just seems like a headache.

Keys are also an annoyance as I can see the children getting confused on the units. Ecch, I'll try calling again tomorrow.

-ryan

zinger1457 said:

I frequently have guest that come along to share a 2BR lockoff reservation but never felt a need to split it. Are your guest total strangers? Doubt I would even consider inviting a guest that I would be worried about making unauthorized charges to my room account.

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They aren't total strangers but they aren't best friends either. The lockoff door is not an issue -- I can close and lock it myself if needed.

It's not worrying about payment, it's the headache of separating the charges after a week's worth of enjoyment. Sorry, I don't tend to remember every single pool charge I make over a week's stay.

-ryan

luv_maui said:

Seems like pure laziness to me. A lock off is designed to be locked off. They won't be split into two because high volume of check-ins/check outs, SERIOUSLY?

Unbelievable to me.

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I'll try calling them tomorrow to clarify policy and see if I can get an exception. Now I know -- I'll just book the two sides separately and gamble on being able to join them together if needed from now on.

-ryan

sjsharkie said:

I'll try calling them tomorrow to clarify policy and see if I can get an exception. Now I know -- I'll just book the two sides separately and gamble on being able to join them together if needed from now on.

-ryan

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I think you would have more of a problem getting the two units back together during peak season. I would only do this if you're pretty sure it won't matter if they can't be put back together. I think I'd rather take my chances that the resort will be able to separate the units once you get there.

They can't put them back together, so don't split them unless you are sure that's what you want.

I can't believe that a Rep. said a 2 bdm. lockoff couldn't be split - that's nonsense. Next time ask for owner resolution services or a supervisor, or just call back and talk to someone else.

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Keep in mind that no matter how hard you work to achieve something like this, at checkin the resort may have no record of it or choose to ignore it.

ragdoll said:

Keep in mind that no matter how hard you work to achieve something like this, at checkin the resort may have no record of it or choose to ignore it.

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Actually - if Owner Services splits your reservation, they will send you two separate confirmations, so there will definitely be documentation.

ragdoll said:

Keep in mind that no matter how hard you work to achieve something like this, at checkin the resort may have no record of it or choose to ignore it.

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if it's been noted in the booking by SVO, the resort is bound by those comments.

I had a LONG discussion with management about this at WKORV during this trip (with regards to a different booking earlier this year) and they are supposed to pay attention to those comments

Wanted to post the resolution so that others know:

I called owner services on Friday, and spoke to an agent in resolution services. They confirmed that they would not be able to split the lockoff due to the restriction of number of check-ins/check-outs on Saturday.

I then offered to drop one of the nights from the smaller lockout so that I would check-in on Sunday for one of the sides and Saturday for the original side. (This actually would not work for me, but I wanted to test out their explanation). I was told that this also was not allowed and that there would be no guarantee I could get back the Saturday reservation.

After going back and forth on the fact that this made no sense since I was making a concession due to their limit on check-ins for Saturday and that in the long diatribe they read out when making an SVN reservation, it is never mentioned that a lockoff cannot be locked off into two separate units, he said he would escalate it further.

This morning, I received a message that as a one time goodwill gesture, they will override the property restriction and split the lockoff for me into two reservations. I am happy with the outcome, but wanted to let others know that this is a possibility when booking lockoffs as SVN reservations.

Regards,
Ryan

This is really one of the stupidest things I've heard. The villas have a maximum number of occupants, which presumably were written for fire code ordinances. As long as you don't exceed that number, Starwood should allow reservations to be split. Or they should hire additional staff to deal with busy Saturday check-ins.

Geesh.

What a bunch of baloney! So much for "Starwood flexibility."

sjsharkie said:

This morning, I received a message that as a one time goodwill gesture, they will override the property restriction and split the lockoff for me into two reservations. I am happy with the outcome, but wanted to let others know that this is a possibility when booking lockoffs as SVN reservations.

Regards,
Ryan

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Whenever a bureaucracy mentions "one time goodwill gesture" to me I respond with an emphatic "no". It is not a goodwill gesture to do what is not above and beyond an included benefit of purchase, etc etc. CSRs usually don't understand why I respond this way, but I specifically tell them that I am glad they acknowledge their responsibility to perform a service, and that when I need a similar resolution in future I will reference this precedent that they admit is valid.



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