Poor Training at SVO - Terrible Customer Service

Hi,

<rant on> Not sure if this warranted it's own topic, but I couldn't quite see where else to put this and I quite honestly needed to vent. To make a long story short, we are near completion of a new Princeville EOY unit and I have been stunned by the organizational incompetence within SVO/SVN. We have an EXCELLENT sales rep in direct sales who has been helping us navigate this process, but I cannot believe how many details both large and small were botched during the contract process and/or things promised to me that were delivered either incorrectly or not at all. I won't bore everyone with specifics except to say that while it will ultimately work out in the end, I am glad I had everything in writing as I've been told so many stories from so many various people within SVN that they have zero credibility. The sheer number of people I have spoken with and received different answers to the same question is an indicator that their org structure is deeply flawed and no one communicates/trains cross function. I even spoke with a senior executive yesterday who was very apologetic and we agreed that this is a training/staffing issue. I told this person that my experience buying resale was significantly more pleasant and efficient which is the height of irony.

This experience also started me to reflect on how poorly the reservations team is most of the time. I have now twice had a problem releasing the studio side of my lockoff where they accidentally changed my original date stamp. I knew to make a point of that from the outset of the conversation and yet they still released my original reservation timestamp (Which is critical for Maui room assignment) but they really seem to have a problem anytime you ask for something more complicated than "I'd like to reserve my home resort in my home period please." I cannot WAIT for true online booking.

I cannot see how SVO expects to be competitive with Hyatt (which gets very high marks for customer service) and other brands when they are going to allow stories like mine to occur (and be published). Why not make the investment in staffing and training your team properly? I am going to think twice before buying another SVO property after this debacle.

<end rant> The good news is that I did finally get to the senior people who are going to resolve this and make sure I get everything I am supposed to but it's been an enormous headache and waste of my time babysitting this.

I sure hope that Princeville lives up to expectations after all this. I am optimistic and can't wait for the first photos/reports.

The wavering continuity that exits in SVO is mystifying.

Are there more details that you can provide? Were you requalifying your WKORV with your EOY WPORV, plus using an Explorer Package, and getting Starpoint incentives, and you had all the promises in writing, but when the contract came, it was not as you expected? I'm just guessing here !

Also, we have read on this board that if you book the entire two bedroom lockoff and then later decide to split it up, that the original reservation timestamp would be lost because they would have to cancel the 2 bedroom and rebook the 1 bedroom or studio. Is this what happened? Were you able to get them to retain your original timestamp? Does anyone know if any other hotel-based timeshare system has a similar issue with splitting up lockoffs after an original reservation is made?

Denise, It wasn't so much that the promises weren't lived up to, it's that the process became far more complex and the follow through was abysmal once we got past the sales level. Yes, we were doing a lot of what you described above so certainly we was a bit more complexity than your typical purchase but i'm talking simple things like mistakes in the documents, incorrect SPG points, lots and LOT of miscommunication concerning where we were in the process and what the next steps were, etc... I am not writing about a specific complaint but more as a general feeling that operations within SVO could benefit from a rethink in process and additional training.

As for the lockoff release, yes that is what happened. I have been told that in no uncertain terms, that you should be able to release the studio side without losing your datestamp yet it happened to me twice. I was able to repair the damage by speaking with WKORV directly before arrival, but it adds an extra layer of complexity and stress to what should have been a stress-free experience.

I would chalk this up to an isolated experience, but I have read other reports that appear similar to mine on these forums and that leads me to believe that either their systems are antiquated or their operations and process are in need of an overhaul or a bit of both.

I agree with Denise. When you release the studio, you are changing the reservation. Did they give you the same confirmation number?

Are you dealing with elite services now? It seems to me that all the people I have talked with are very good at what they do. The only problem I had with a reservation is one that I requested through my star central when their phone lines were down.

How can Starwood keep anyone from ranting on an open forum? I'm not flaming you, but things happen. The main thing is that you got everything in writing, and they are taking care of the problem. Others here were not taken care.

Hopefully things will get better.

dss said:

I would chalk this up to an isolated experience, but I have read other reports that appear similar to mine on these forums and that leads me to believe that either their systems are antiquated or their operations and process are in need of an overhaul or a bit of both.

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I agree that Starwood needs some serious work on its communication, training, and reservation system. Many of us have commented on long hold times, untrained agents, broken promises, miscommunication, etc. I've posted about green pools , being booked into a "sleeps 10" villa by mistake, and poor service.

I do love my home resort though , thank goodness, and I remain optimistic that Starwood can learn as it grows and seriously address its owners' needs. The product (from what I've seen) is one of the nicest out there. If I were to buy again, however, I'd probably try and buy a fixed week, fixed unit, to avoid the 5:59 AM wake-up call, the constant redialing, and the stress of wondering whether I will get a competent agent on the phone.

I'm glad that your situation was resolved to your satisfaction, and congratulations on your purchase!

Maybe Starwood's customer service can go undercover as Hyatt owners and experience what I have so far...absolutely attentive, professional, and knowledgable staff, and an easy-to-use reservation system.

oneohana said:

I agree with Denise. When you release the studio, you are changing the reservation. Did they give you the same confirmation number?
r.

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You absolutely are allowed to release the studio without changing the timestamp or reservation. Both times it happened to me, it was done in error by a well meaning (non elite) phone agent who was either not well trained enough to handle a request beyond a basic booking or was working with software that wasn't forgiving enough to easily allow something that is permissible by their own rules. Whatever the culprit was, the end result was that the process failed me.

The original purpose of my comments, beyond the self serving rant, was to try to give voice to a growing league of issues, small and large, that seem to be impacting owners surrounding post-sale issues. I am rooting for SVO as it is in every one's best interests for them to deliver a quality product. I agree with Denise's sentiment and also love my home resort(s) and am still very pleased with the purchases, but I am thinking long and hard about making a Hyatt my next purchase for a variety of reasons, and the excellent customer service they seem to provide across the board is tilting things in their favor at the moment.

The latest debacle from a poster who was told repeatedly by SVO agents that she could combine StarOptions from resold properties, as long as they are mandatory, is just one glaring example. Had the poster acted on the advice of this agent, and purchased two resale units with the intent of combining StarOptions, the impact on the owner could have been HUGE.

I'm constantly being sent letters and communications from Starwood which directly contradict their own written policies, which is both unprofessional and confusing. "As a Starwood Vacation Ownership member you are given complimentary gold SPG status, blah blah blah and therefore would you like to purchase 80,000 StarPoints for $1600?"

(I'm a resale owner. Resale owners aren't supposed to get complimentary gold status. Of course, were I to keep calling I'm sure I could find an agent who would give me gold status.)

dss said:

Denise, It wasn't so much that the promises weren't lived up to, it's that the process became far more complex and the follow through was abysmal once we got past the sales level. Yes, we were doing a lot of what you described above so certainly we was a bit more complexity than your typical purchase but i'm talking simple things like mistakes in the documents, incorrect SPG points, lots and LOT of miscommunication concerning where we were in the process and what the next steps were, etc... I am not writing about a specific complaint but more as a general feeling that operations within SVO could benefit from a rethink in process and additional training.

As for the lockoff release, yes that is what happened. I have been told that in no uncertain terms, that you should be able to release the studio side without losing your datestamp yet it happened to me twice. I was able to repair the damage by speaking with WKORV directly before arrival, but it adds an extra layer of complexity and stress to what should have been a stress-free experience.

I would chalk this up to an isolated experience, but I have read other reports that appear similar to mine on these forums and that leads me to believe that either their systems are antiquated or their operations and process are in need of an overhaul or a bit of both.

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Interesting.... we had the same experiences. We had bought from the developer but back when they had an inside sales department. I knew, that it was best to buy from inside sales because you are buying unseen so, they tend to offer more incentives. This was totally true. I got so many Starpoints that I haven't paid for a flight to Hawaii in over 4 years. Anyways, at the time the department closed and I hadn't gotten all my points. Thank goodness it was all in writing and I was able to get them all. Also, the sales rep we had tried to convince me that I should buy the garden unit as you'll almost always get an upgrade. Thank goodness I didn't listen to that piece of advice.

As for the reservation thing, the same thing happened to me as well. I reserved my Maui unit 12 months out and then, at 8 months called to reserve at Princeville. However, I ran into a snag where they didn't have any 2 bedrooms available the week I wanted to go. So, I went ahead and reserved the 1 bedroom. I put the studio up for rent but no takers so, I guess I'll have to turn it in for points. But when they split the unit the rep and the customer service manager told me that I loss my view. I was not happy about this but I'm tired of fighting for everything I deserve. I was gonna call everyday to see if a 2 bedroom opened up at Princeville but frankly I just don't think about calling everyday. I guess it is something I should do before I log on to TUGS. I really like DVC because of the waitlist option.

I know, a lot of people love Starwood on here but I'm not happy with them. I own Marriott and DVC so, I've experienced other programs. I think, since Starwood is so new they are going thru alot of growing pains but I think they need to realize that their customers paid top dollars for their vacation experiences. But don't get me wrong I LOVE the location of our homeresort but I just feel the customer service is not there.

Oh and while, I'm at it have they fixed their e-mailing of confirmations for reservations? I still don't get them via e-mail since it doesn't work. I know it is on their end even though they won't admit it.

WOW!

ciscogizmo1: your website with the pictures of all of the places you have been to was fantastic. Just checked out Newport since we are heading there in May! And BCV look great too! Thanks for taking all those pix. Katherine

ciscogizmo1 said:

I put the studio up for rent but no takers so, I guess I'll have to turn it in for points.

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I helped a friend rent out her studio and one bedroom units this year. I posted her studio on craigslist late one evening, and by morning I had a taker who paid in full via PayPal. I think it took a week to rent out the 1 bedroom. Where are you posting your rental?

Denise L said:

I helped a friend rent out her studio and one bedroom units this year. I posted her studio on craigslist late one evening, and by morning I had a taker who paid in full via PayPal. I think it took a week to rent out the 1 bedroom. Where are you posting your rental?

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I have it on Redweek. I guess, I should try CraigsList. I wonder if I can get the time date thing changed. I think, my other problem is that I can't guarantee they will get an ocean view. I don't want to piss the person off that I'm renting too. UGH...

I'll check out Craigslist though.

SDKath said:

ciscogizmo1: your website with the pictures of all of the places you have been to was fantastic. Just checked out Newport since we are heading there in May! And BCV look great too! Thanks for taking all those pix. Katherine

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Thanks... glad you liked them. Did you check out Villas at Wilderness Lodge too? That's a DVC too.

ciscogizmo1 said:

I have it on Redweek. I guess, I should try CraigsList. I wonder if I can get the time date thing changed. I think, my other problem is that I can't guarantee they will get an ocean view. I don't want to piss the person off that I'm renting too. UGH...

I'll check out Craigslist though.

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Do you have 4th of July week reserved?

This year July 4th is Friday. I have a reservation for July 5th at WKORV-N that I'm going to try to rent through Craigslist, Redweek and TUG. Fortunately I have until October to decide if I want to take Starpoints so if the rental doesn't work out at least it won't be a total loss.

emuyshondt said:

This year July 4th is Friday. I have a reservation for July 5th at WKORV-N that I'm going to try to rent through Craigslist, Redweek and TUG. Fortunately I have until October to decide if I want to take Starpoints so if the rental doesn't work out at least it won't be a total loss.

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Do you mean that you have until 61 or some number of days out before your July 5th reservation to switch to Starpoints, since October would be past the actual week you reserved? I'm confused !

I can convert to Starpoints all the way out to October 31 because of my Elite status. However, I don't know what the details are if I get within 60 days of the reservation and move it to a later date and then decide to convert. I hadn't given that much thought.

Does anyone know what happens if you are within 60 days of your check-in date and then decide you want to convert? For example, if I don't rent my week and July 4 I move the reservation to September, and then again to October, can I then in October just ask for Starpoints sometime before my check-in date?

I recall some recent threads regarding Super Bowl Kierland reservations that owners tried to cancel or convert when they did not rent out.

If the reservation was within 60 days out, then the Staroptions were restricted to reservations 60 days out from the date of arrival. Another owner had to insist on Starpoints when cancelling quite close to the actual week, because he was told that since it was less than 60 days out, he could not convert.

I'm not sure of the what the Elite rules are, but you might call and check a few times to see what answer gets repeated the most, and then probably speak to a couple of supervisors to confirm the policy. Let us know what you find out!

I do know that if you cancel within 60 days of check-in your StarOptions can then only be used for other reservations within 60 days of the day you make them.

The part I'm not sure of is the conversion to Starpoints. I'll give them a call and see what they say.

Here's the Super Bowl rental thread link:

http://www.tugbbs.com/forums/showthread.php?t=61811&highlight=Super+Bowl

See the first posts and then post #35 for the Starpoint conversion issue within 60 days of the reserved week.

Denise L said:

Do you have 4th of July week reserved?

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No I don't... I have July 27th reserved (Sunday to Sunday reserved). Maybe I should try and switch it to July 4th for you!!! LOL...

ciscogizmo1 said:

Thanks... glad you liked them. Did you check out Villas at Wilderness Lodge too? That's a DVC too.

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Yes, now could you please go to Beach Club so we can see pix from there too. Katherine

SDKath said:

Yes, now could you please go to Beach Club so we can see pix from there too. Katherine

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Oh we have... http://travel.webshots.com/album/351295516HZBgmz

Or did you mean a different Beach Club Villas...

The Live Chat person I talked to today confirmed no Starpoint conversion after you get within 60 days of check-in, but you can turn in your week to II all the way to December 31.

ciscogizmo1 said:

No I don't... I have July 27th reserved (Sunday to Sunday reserved). Maybe I should try and switch it to July 4th for you!!! LOL...

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Hi Tina,

I was just asking about the date so that I could see what you were asking. FYI, I got $1700 for my friend's studio, so you should have no problem renting your week out, even if it means changing the date for your renter. Your rate is the best out there! Good luck!