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HGVC website: Sorry, an error has occurred.

GT75

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Another good point about HGVC is that customer service answers the phone promptly and the CSRs are knowledgable. Nothing worse than waiting on hold for 30+ minutes when you have a simple question that can't be addressed by the website.

Good point. I have had almost 100% great customer service from HGVC call center and very good response times. I of course rather just handling it via the web site.
 

seagila

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I have been adding one day for the past couple of nights and it has been working for me fine. I am just adding and not taking off any nights.

You're probably walking a reservation at either Grand Islander or Hokulani. It seems these two resorts are exempt from the current deficiencies of the online reservation system. It may be because they're on a separate subsystem at the backend due to a different Club Reservation Period (6 months vs 9 months) as you reported in this post - https://tugbbs.com/forums/index.php...lagoon-to-grand-islander.262717/#post-2054582
 

escanoe

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This is exactly what I have done, and it is working well for me too.

I added enough points to make a full week so there are no fluctuations in value as I walk the reservation. No issues so far. When I get to our desired dates, will drop the extra days. This may require a call but better than daily calls.

P.S. Another good point about HGVC is that customer service answers the phone promptly and the CSRs are knowledgable. Nothing worse than waiting on hold for 30+ minutes when you have a simple question that can't be addressed by the website.
 

frank808

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You're probably walking a reservation at either Grand Islander or Hokulani. It seems these two resorts are exempt from the current deficiencies of the online reservation system. It may be because they're on a separate subsystem at the backend due to a different Club Reservation Period (6 months vs 9 months) as you reported in this post - https://tugbbs.com/forums/index.php...lagoon-to-grand-islander.262717/#post-2054582
Yes correct. Getting to a 10 day reservation at grand islander.

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jehb2

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I added enough points to make a full week so there are no fluctuations in value as I walk the reservation. No issues so far.

Yes. I finally figured that out too and it’s working so far as well. This is still madness.
 

mjm1

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I reported the issue I was having with trying to walk my reservation by sending an email to input@hgvc.com and received the following response:

"I apologize for the inconvenience. Once you are holding nights that have become sold out, our reservation system will not allow you to add unless there is a 2nd room open to prevent anyone from taking the nights you have during the change process. This is a website error and will give you an error message so that you call in for the protection of your reservation."

I don't know if this addresses the issue that everyone is having, but last night I was able to walk my reservation online for an additional night. I also dropped a night from the beginning of the reservation.

Best regards.

Mike
 

PigsDad

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I reported the issue I was having with trying to walk my reservation by sending an email to input@hgvc.com and received the following response:

"I apologize for the inconvenience. Once you are holding nights that have become sold out, our reservation system will not allow you to add unless there is a 2nd room open to prevent anyone from taking the nights you have during the change process. This is a website error and will give you an error message so that you call in for the protection of your reservation."
That is an interesting response. If that is truly the case, then the way their web development team chose to implement this functionality is horrible. As any programmer would know, if you need to do two transactions and ensure nothing interrupts the execution until they are both done, you implement a semaphore lock. All modern languages and databases support this, so there is really no reason why HGVC's reservation application could not implement a solution. Really -- this is taught in first or second year computer science courses! No excuse for this, IMO. HGVC needs to invest in better / more intelligent developers.

Kurt
 

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While I agree with you, I'd also argue that the walking case is far less common than wholesale reservation changes where two separate atomic operations is just fine. So, yeah, they could have implemented a semaphore, muetx or other data lock to make this all into one atomic operation, but I think that implementation to support this particular modality was not high on the development requirements list. Basically, yeah, they could have done that. But, given the low occurrence of this sort of event, I wouldn't expect this to be a high priority. We are not their standard users.

Cheers.
 

JIMinNC

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Given the issues with walking a reservation now, I'm getting concerned this will impact our ability to walk a reservation for Borgo alle Vigne for next fall. We plan to start trying to do this in December of this year.

Based on my experience shopping Borgo availability, within a few seconds of midnight, the units are gone, so my plan was to book three nights at midnight and then walk it for several nights, adding a night at a time, to try to get 5-7 nights for September of 2020. Given these issues, how will that be possible?
 

GT75

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Given these issues, how will that be possible?
Correct, maybe you won't be able to add a night. But you will be able to call HGVC club in the morning and have a CSR do it. Once you have your foot in the door, then this shouldn't be a problem. The only time that it will be is, if you are adding a Saturday night and there are less units available on the new week then the previous week.
 

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I reported the issue I was having with trying to walk my reservation by sending an email to input@hgvc.com and received the following response:

"I apologize for the inconvenience. Once you are holding nights that have become sold out, our reservation system will not allow you to add unless there is a 2nd room open to prevent anyone from taking the nights you have during the change process. This is a website error and will give you an error message so that you call in for the protection of your reservation."

I don't know if this addresses the issue that everyone is having, but last night I was able to walk my reservation online for an additional night. I also dropped a night from the beginning of the reservation.

Best regards.

Mike

While this may be true of HGVC Reservation system, it's not the only problem, I still can't add nights / change reservations that needs more points. To test and see if that is what is preventing me from making reservation changes, I dropped the first two nights from my reservation (since those two nights aren't available when pretending to book a completely new reservation). That change work because it uses less points. Now with my shorten reservation, I tried to add 2 more nights, and of course, it still fails, with same error: "Sorry, an error has occurred." I wasn't holding the last available night for any of the nights I have reserved (with the shorten reservation), because all those nights are still available if I go to make a new reservation.

Great3
 
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hurnik

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Yes, this inability is frustrating. Trying to get a 1 week in Hawaii and can't add the extra night (more points). Of course, by the time they open and you get someone on the phone, the night is gone. They really screwed the website this time.

I'm not sure I buy the "a 2nd unit needs to be available", but maybe I'm mis-understanding what they meant.
 

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I'm not sure I buy the "a 2nd unit needs to be available", but maybe I'm mis-understanding what they meant.

I do believe it, actually. What they mean by this is that, in order to (effectively) make a new reservation where one night is different, but a number of nights overlap between the old and new reservations, one would need to have another unit available for the overlapped nights as they (apparently) make the new reservation first before deleting the old one so as not to possibly lose the overlap nights. So, it needs an availability. This could be fixed by doing what @PigsDad suggested and wrapping both operations in such a way that it could free the overlap nights, but protect them, and then reuse the same availability in the new reservation. Just a question of how high a priority that might be given that this is not a common activity among their owner population.

Cheers.
 

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I do believe it, actually. What they mean by this is that, in order to (effectively) make a new reservation where one night is different, but a number of nights overlap between the old and new reservations, one would need to have another unit available for the overlapped nights as they (apparently) make the new reservation first before deleting the old one so as not to possibly lose the overlap nights. So, it needs an availability. This could be fixed by doing what @PigsDad suggested and wrapping both operations in such a way that it could free the overlap nights, but protect them, and then reuse the same availability in the new reservation. Just a question of how high a priority that might be given that this is not a common activity among their owner population.

Cheers.

The thing is, that used to be the case, back when we were using the old reservation system on hgvclub.com, where if you were holding the last available night, you can't modify without calling in. When HGVC moved to club.hiltongrandvacations.com, they fixed that problem on the old website, and you can modify even if you held the last night available. This functionality was working until the "lastest" website enhancements just recently, so if that's the case again, it means they have a regression in their code. But not just introducing that particular "last night available" issue, but now other issues like can't add nights when more points needed becomes an issue.

Great3
 

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The thing is, that used to be the case, back when we were using the old reservation system on hgvclub.com, where if you were holding the last available night, you can't modify without calling in. When HGVC moved to club.hiltongrandvacations.com, they fixed that problem on the old website, and you can modify even if you held the last night available. This functionality was working until the "lastest" website enhancements just recently, so if that's the case again, it means they have a regression in their code. But not just introducing that particular "last night available" issue, but now other issues like can't add nights when more points needed becomes an issue.

Great3

Got it. Yeah, if they fixed it once, it should stay fixed and they clearly need better regression testing.

Cheers.
 

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Got it. Yeah, if they fixed it once, it should stay fixed and they clearly need better regression testing.

Cheers.

Actually, I remembered my facts wrong. Found the old thread on it. https://tugbbs.com/forums/index.php?threads/revolution-last-room-bug-fixed.234270/
It wasn't working in the old Revolution system originally, than they fixed it in the Revolution. Than when HGVC cut over from hgvclub.com to club.hiltongrandvacations.com, it stopped working on the new website, the regression was introduced with new website booking system. But back than, you can access either old or new website, so it wasn't a big deal, I just go back to using old Revolution booking system. So, they might have never fixed last room night bug in the current booking system.

Never the less, as long as we know what's going on, we can workaround it.

Great3
 

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Just a question of how high a priority that might be given that this is not a common activity among their owner population.

Called in to modify a reservation. Instead of adding a night, I actually wanted to move the check-in to an earlier date. When the CSR asked how she can help me and I told her I wanted to modify my reservation, she proceeded to add a night without asking me what modification I wanted to make. It seems they're getting enough of these "walking reservations" that it's what they assume the customer wants when they call in to modify their reservation. I did tell her I actually wanted an earlier check-in date, with which she promptly helped.
 

SmithOp

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If a CSR can do it, we should be able to. Cut back on CSR calls and lower our club fee!


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You can bet that when they do cut back on CSR / Club Counselor answering the phones, they won't lower our club fee, so I hope they never cut, because you will only get half of what you wished / hoped for.

Great3
 

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It seems they're getting enough of these "walking reservations" that it's what they assume the customer wants when they call in to modify their reservation.

I sure everybody’s “walking” toward the high summer weeks whatever the resort may be. I would love to own the exact week I need so that I could just make home week reservations. But every reservation I make is always different—one of the pluses of the system.
 

Sandy VDH

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sucks, as the same thing is happening to me. I hate calling to change them, especially if it could be done online.
 

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sucks, as the same thing is happening to me. I hate calling to change them, especially if it could be done online.

happened to me as well. As someone pointed out, walking with an increase in the number of points does not work, but if i walk with NO change in points or decreasing number of points it works.

upload_2019-10-1_7-36-50.png


upload_2019-10-1_7-38-15.png



When I tried to add July 2nd night I get the error message, but if I drop June 29, and then add July 2nd it works. So this message from HGVC is not correct, as you can see both July 29th and July 30th are sold out.

"I apologize for the inconvenience. Once you are holding nights that have become sold out, our reservation system will not allow you to add unless there is a 2nd room open to prevent anyone from taking the nights you have during the change process. This is a website error and will give you an error message so that you call in for the protection of your reservation."


EDIT: Just spoke with the CSR to add an extra night. She mentioned that this is a known problem and the IT department is working to fix the issue.
 
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