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I have called Vistana several times in the last year. I was really pleased with the service until maybe a couple of months ago. Now they just seem to be less friendly than before and more in a rush. I also noticed the chat option does not seem to work any more, at least the times when i tried it. Has anyone noticed the same or maybe it was just bad luck on my part?
I have called Vistana several times in the last year. I was really pleased with the service until maybe a couple of months ago. Now they just seem to be less friendly than before and more in a rush. I also noticed the chat option does not seem to work any more, at lease the times when i tried it. Has anyone noticed the same or maybe it was just bad luck on my part?
Yes! I was informed by someone I the know that since the take over many have left and the remaining are somewhat new and don’t know the answers. I had a simple question about star options when selling and they gave incorrect information at first, when I questioned they had to get a manager to clarify then came back with what I think it the right answer. But she wasn’t friendly and was very much matter of fact, with a “too bad for you” tone. Meanwhile I was right. Welcome to Marriott I guess.
I don't call often, but I would say service quality has decreased since the buyout. Not they were perfect before, but they were usually friendly, and at least tried to help...
Wyndham Founder; Disney OKW & SSR; Marriott's Willow Ridge and Shadow Ridge,Grand Chateau; Val Chatelle; Hono Koa OF (3); SBR(LOTS), SDO a few; Grand Palms(selling); WKORV-OF ,Westin Desert Willow.
I cannot book online, so I have to call. I have had good and bad experiences recently, just like always.
Marriott is always really great when I call. They seem to be extremely knowledgeable. I think there is a lot of turnover at Vistana. Maybe that is what needs to change. Maybe they should keep people longer. I do call the Sheraton line, not the Westin.
I cannot book online, so I have to call. I have had good and bad experiences recently, just like always.
Marriott is always really great when I call. They seem to be extremely knowledgeable. I think there is a lot of turnover at Vistana. Maybe that is what needs to change. Maybe they should keep people longer. I do call the Sheraton line, not the Westin.
I called elite services (888-619-2987) recently and had all my questions answered in a very friendly manner even ones about dilution of Nanea being in "Flex". Supposedly only one buildings worth of home options has been placed in Flex and inventory is supposed to be kept separate preventing the entirety of Flex owners reserving all of the room inventory at Nanea. How they keep Hotel, II, Owners, Flex inventory separate is beyond me. I still have a suspicion the the Hotel side gobbles up highest demand weeks ahead of owners since you can reserve more than 12 months out.
I called elite services (888-619-2987) recently and had all my questions answered in a very friendly manner even ones about dilution of Nanea being in "Flex". Supposedly only one buildings worth of home options has been placed in Flex and inventory is supposed to be kept separate preventing the entirety of Flex owners reserving all of the room inventory at Nanea. How they keep Hotel, II, Owners, Flex inventory separate is beyond me. I still have a suspicion the the Hotel side gobbles up highest demand weeks ahead of owners since you can reserve more than 12 months out.
Actually you are unable to reserve a hotel within the Marriott family more than 12 months out. Prior to the merger of the loyalty programs you could reserve Starwood properties 18 months out but that changed with the merger of the programs in August 2018. But even prior to that, you could not reserve a Vistana property as a hotel more than 12 months out. There was a disclaimer in each of their hotel listings stating this.
Actually you are unable to reserve a hotel within the Marriott family more than 12 months out. Prior to the merger of the loyalty programs you could reserve Starwood properties 18 months out but that changed with the merger of the programs in August 2018. But even prior to that, you could not reserve a Vistana property as a hotel more than 12 months out. There was a disclaimer in each of their hotel listings stating this.
Even if they do not advertise the units more than a year in advance, it does not mean that the developer cannot book the best weeks earlier and start to advertise and rent them at a later date. I just do not think that a Vistana employee is waiting online at 12AM ET in order to book the developer inventory for the next year. So whether they list them of not, the reality is that they can (and probably do) keep the best weeks for themselves.
going back to the main topic of the post, now that I think about it, is not that the customer service was not friendly, rather very hesitant. I guess they unified the MVC and Vistana call centers so the reps are less specialized than before. There may also be a learning curve but this gives me hope that they will go back to what I was used to.
I called elite services (888-619-2987) recently and had all my questions answered in a very friendly manner even ones about dilution of Nanea being in "Flex". Supposedly only one buildings worth of home options has been placed in Flex and inventory is supposed to be kept separate preventing the entirety of Flex owners reserving all of the room inventory at Nanea. How they keep Hotel, II, Owners, Flex inventory separate is beyond me. I still have a suspicion the the Hotel side gobbles up highest demand weeks ahead of owners since you can reserve more than 12 months out.
How is this for customer service? An owner recently purchased an EOY 2BR from another owner with first year of use in 2019 and reimbursed the seller for the 2019 maint. fees. Keep in mind that Vistana reviewed the purchase for right of first refusal and completed the transfer with the understanding that the 2019 use year was transferring to the new owner as well. The seller made a reservation using StarOptions within 8 months of check in before transfer process was complete. The sellers could not put the new owners on the reservation as guests without paying the $59 fee. So, the new owners just waited for transfer to complete and assumed they could change the reservations themselves as new owners. Vistana is telling the new owners that their first year of use is 2021 and that the reservations are still in the sellers' names and can not be changed unless the sellers call and pay the fees.
This is completely antagonistic behavior by Vistana against its paying owners.
How is this for customer service? An owner recently purchased an EOY 2BR from another owner with first year of use in 2019 and reimbursed the seller for the 2019 maint. fees. Keep in mind that Vistana reviewed the purchase for right of first refusal and completed the transfer with the understanding that the 2019 use year was transferring to the new owner as well. The seller made a reservation using StarOptions within 8 months of check in before transfer process was complete. The sellers could not put the new owners on the reservation as guests without paying the $59 fee. So, the new owners just waited for transfer to complete and assumed they could change the reservations themselves as new owners. Vistana is telling the new owners that their first year of use is 2021 and that the reservations are still in the sellers' names and can not be changed unless the sellers call and pay the fees.
This is completely antagonistic behavior by Vistana against its paying owners.
How is this for customer service? An owner recently purchased an EOY 2BR from another owner with first year of use in 2019 and reimbursed the seller for the 2019 maint. fees. Keep in mind that Vistana reviewed the purchase for right of first refusal and completed the transfer with the understanding that the 2019 use year was transferring to the new owner as well. The seller made a reservation using StarOptions within 8 months of check in before transfer process was complete. The sellers could not put the new owners on the reservation as guests without paying the $59 fee. So, the new owners just waited for transfer to complete and assumed they could change the reservations themselves as new owners. Vistana is telling the new owners that their first year of use is 2021 and that the reservations are still in the sellers' names and can not be changed unless the sellers call and pay the fees.
This is completely antagonistic behavior by Vistana against its paying owners.
Marriott is doing the transfers now and they dont know the Vistana or Hyatt systems. With Hyatt we had the same issue except we as buyers paid the reservation fees and had the reservation added to the contract. Then when the transfer got messed up we had recource to correct it after about 10 different phone calls and finding the people with authority who cared enough to work with us. Many blew us off but there were still a few folks who worked with us
Marriott is doing the transfers now and they dont know the Vistana or Hyatt systems. With Hyatt we had the same issue except we as buyers paid the reservation fees and had the reservation added to the contract. Then when the transfer got messed up we had recource to correct it after about 10 different phone calls and finding the people with authority who cared enough to work with us. Many blew us off but there were still a few folks who worked with us
I have called Vistana several times in the last year. I was really pleased with the service until maybe a couple of months ago. Now they just seem to be less friendly than before and more in a rush. I also noticed the chat option does not seem to work any more, at least the times when i tried it. Has anyone noticed the same or maybe it was just bad luck on my part?
Well, my issue was resolved on my 2nd call. Somehow a purchase was given a new account. I was asked if it was a resale account. So must be part of their training to ask. Otherwise, issue will be resolved next week.
Well, my issue was resolved on my 2nd call. Somehow a purchase was given a new account. I was asked if it was a resale account. So must be part of their training to ask. Otherwise, issue will be resolved next week.
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