Resort Only Able to Verify Reservations 21 Days from Arrival?

[seagila]

I'm an owner at Shadow Ridge Villages and have guests using our upcoming New Year's week. I was under the impression that changes made by Owner Services to the reservation update instantly on the resort's end.

Called Owner Services who changed the reservation to my guest's name. When I called Shadow Ridge the following day to verify the reservation has my guest's name, I was told they can't even look up the confirmation number, much less my guest's name, until 21 days from check-in. Something about an antiquated reservation system, etc.

Wondering if others have been told the same at Shadow Ridge or at other MVC resorts. Has it something to do with MVW's acquisition of ILG? Even Owner Services told me they've been having some issues with a simple task like changing the name on a reservation.

Thank you in advance for any reply.

 

[ArubaOwnsRoytman]

I'm an owner at Shadow Ridge Villages and have guests using our upcoming New Year's week. I was under the impression that changes made by Owner Services to the reservation update instantly on the resort's end.

Called Owner Services who changed the reservation to my guest's name. When I called Shadow Ridge the following day to verify the reservation has my guest's name, I was told they can't even look up the confirmation number, much less my guest's name, until 21 days from check-in. Something about an antiquated reservation system, etc.

Wondering if others have been told the same at Shadow Ridge or at other MVC resorts. Has it something to do with MVW's acquisition of ILG? Even Owner Services told me they've been having some issues with a simple task like changing the name on a reservation.

Thank you in advance for any reply.

yes normally the pre-arrival team at each resort will audit all upcoming reservations at three weeks prior to check in date and assign villas to guests/owners.

Good luck!

 

[MOXJO7282]

I'm an owner at Shadow Ridge Villages and have guests using our upcoming New Year's week. I was under the impression that changes made by Owner Services to the reservation update instantly on the resort's end.

Called Owner Services who changed the reservation to my guest's name. When I called Shadow Ridge the following day to verify the reservation has my guest's name, I was told they can't even look up the confirmation number, much less my guest's name, until 21 days from check-in. Something about an antiquated reservation system, etc.

Wondering if others have been told the same at Shadow Ridge or at other MVC resorts. Has it something to do with MVW's acquisition of ILG? Even Owner Services told me they've been having some issues with a simple task like changing the name on a reservation.

Thank you in advance for any reply.

I rent many Marriott units out and never heard of this. This is true with II exchanges but ownership weeks? When I do add a guest's name to the reservation I do give the 800 and tell them to confirm via that but I now some have called the resort so maybe this is something new or just some resorts?

 

[dioxide45]

The system the individual properties use is not live data, but rather they receive a periodic feed of reservations. They don't get new reservations or updates until about 21 days in advance. There is really no reason they would need a reservation in their system earlier than that since you would make all other reservations online or on the phone within the central reservation system.

As much as computers and reservations systems have advanced, batch processing is still used heavily in all data intensive industries. These batch processes usually run overnight. Had the guests name been added inside of 21 days, the reservation should have updated with the resort in the overnight batch, probably still not instantly. By keeping the systems somewhat independant, it prevents an issue in one location from bringing the whole system down.

 

[davidvel]

Did you try entering the res# and name online at marriott.com?

 

[seagila]

Yes. The reservation's updated on marriott.com with the guest's name.

I'm just surprised about the "21-day verification timeline". I also belong to Hilton, Vistana and Disney. Changes to reservations seem instantly reflected on the resort side on those systems and easily verifiable by calling the resort.

 

[Dean]

My past experiences suggest that they can see more real time information but they have to go through some hoops to get to it. But I agree there's likely no situation where it should matter. I suspect it's only midlevel management or above that has the separate access though. I know I've had a couple of Front Desk Managers that were able to get information they wouldn't have had without having such access.

 

[controller1]

Did you try entering the res# and name online at marriott.com?

Yes. The reservation's updated on marriott.com with the guest's name.

I'm just surprised about the "21-day verification timeline". I also belong to Hilton, Vistana and Disney. Changes to reservations seem instantly reflected on the resort side on those systems and easily verifiable by calling the resort.

So, if you are able to verify online that the reservation was changed to your guest's name, then why did you feel the need to contact the resort directly?

 

[seagila]

So, if you are able to verify online that the reservation was changed to your guest's name, then why did you feel the need to contact the resort directly?

I actually called the resort first, and when they couldn't verify the change, I remembered I could check it online. I was just puzzled by the resort's response, since the other systems I belong to - Hilton, Vistana, Disney - can verify changes made to reservations almost immediately even months in advance of arrival.

 

[Dean]

I actually called the resort first, and when they couldn't verify the change, I remembered I could check it online. I was just puzzled by the resort's response, since the other systems I belong to - Hilton, Vistana, Disney - can verify changes made to reservations almost immediately even months in advance of arrival.

Disney you can’t really call the resort directly. Member services will not talk to the renter for DVC.