Upgrade at Grand Desert not honored

[Zeke_62]

At check in today at the Grand Desert, was told that the resort did not have the 3br unit that my reservation indicated. I booked on 2/6/19 and received an upgrade on 2/13/19. The manager said they have asked corporate to look into the error. Hm..... Will wyndham ever fix their system???

 

[55plus]

If you received a 3 Bedroom upgrade confirmation, then you reserved 3 bedroom. That size unit should have been removed from available inventory. I wonder if Extra Holiday has something to do with it.

 

[Zeke_62]

They indicated that the 3br never existed. The upgrade was an error. I saw a previous post about the same thing happening with a 4br presidential and Grand Desert only has 3 of those.

 

[55plus]

They do have 3 Bedrooms and if you had a confirmed upgrade to a 3 Bedroom it's up to Wyndham to make it right. If you had more than 8 guests and needed a 3 bedroom, what were you suppose do? I'd document the problem and contact Customers Care and make a complaint.

 

[Sandi Bo]

Sure seems unacceptable to me. Going on 2 years now with this new system.

Equally concerning is that it doesn't seem that the resorts are overly concerned with the errors or inconveniences. Not just this situation, but in other postings as well.

I would expect WYN and the resorts to be bending over backwards to correct booking errors on their part.

 

[wjappraise]

They do have 3 Bedrooms and if you had a confirmed upgrade to a 3 Bedroom it's up to Wyndham to make it right. If you had more than 8 guests and needed a 3 bedroom, what were you suppose do? I'd document the problem and contact Customers Care and make a complaint.

It wasn’t your error. It’s a promised use of your contract, upgrades. Demand it! Or get the entire amount of points refunded!! Don’t take “sorry” for an answer.

One or the other - 3 bedroom unit or free stay!

 

[Zeke_62]

The attitude was interesting. They did not seem to feel compelled to accommodate a 3br. They seemed to think that providing the original room size was acceptable. When I asked, they did add a 1br. We ended up with a 2dx and a 1br. Our stay ended up acceptable, but what would have happened if they did not have an extra 1br ???

 

[Jan M.]

Between TUG and Facebook I'm seeing reports of this is happening at Grand Desert, Branson at the Meadows and Sea Gardens. That makes me wonder if there are other resorts this is happening at that we've haven't heard about. Just one resort I would tend to pass off as a fluke but three resorts? Houston, we have a problem.

 

[55plus]

Between TUG and Facebook I'm seeing reports of this is happening at Grand Desert, Branson at the Meadows and Sea Gardens. That makes me wonder if there are other resorts this is happening at that we've haven't heard about. Just one resort I would tend to pass off as a fluke but three resorts? Houston, we have a problem.

The reply from Houston (Wyndham), "WE DON'T CARE!"

 

[capital city]

Apparently none of you listen at the presentations. All of this can be fixed with just $78,000. Right now you all just dont have access to all the inventory.

 

[Tank]

Your vacation inconvenience is one thing when traveling. Still a major problem for sure.

But if rented by someone expecting a three bedroom paid premium for , only getting a 2 bedroom is going to be real trouble for the one renting it out.

The oh well attitude really stinks, my inconvenience is one thing, I do not want any problems for my renters. That would leave a sour taste for sure!

 

[Jae1242]

Between TUG and Facebook I'm seeing reports of this is happening at Grand Desert, Branson at the Meadows and Sea Gardens. That makes me wonder if there are other resorts this is happening at that we've haven't heard about. Just one resort I would tend to pass off as a fluke but three resorts? Houston, we have a problem.

I've had this happen to me at St. Thomas margaritaville twice. the resort sent an email the week of check-in both times to say the upgrade was not available.

 

[Jae1242]

I'm curious if anyone has requested upgrades for May/june and not received it? Do you think Wyndham limits the number of upgrades an owner can receive?

 

[Sandy VDH]

I would think that calling the resorts when we receive the upgrades might be required. Thus allowing them to confirm are upgrade at the time we receive it and NOT give them time to deny it later. I have not had issues with not getting my rooms size, but I have had plenty of issues of not getting my requested room numbers when though the system accept the request.

 

[John_and_Val]

Nashville - check in 6/17 check out 6/20 .... shows a 1 bedroom suite
You can't book it!!!
Called and they said just keep trying!!!!!
Unbelievable

 

[Sandi Bo]

Nashville - check in 6/17 check out 6/20 .... shows a 1 bedroom suite
You can't book it!!!
Called and they said just keep trying!!!!!
Unbelievable

I don't see it. I hope you got it!

I had a terrible experience yesterday with Owner Care. They don't seem to have the ability to do anything anymore. I can't imagine what it would be like to be in customer service and not be able to do the right thing for a customer. Either not empowered to or the system not allowing it - and in Wyndham's case - I believe it's both. I wonder what morale is like these days.

I was told they could't help me (with an upgrade issue) because I had previously been granted a one time exemption. An utter joke, granting a one time exemption to correct a system issue? I suggested that inside of granting one time exemptions for their customers, they write limitless bugs (tickets, whatever you want to call them) to their IT department and start recognizing they continue to have system issues.

Way to go WYN - make it your owners/customers fault instead of stepping up to the plate and fixing things!

 

[John_and_Val]

Nope..........it is still there - when you select it you get the circle of death:

And then this:

 

[lost patience]

Based on this and other upgrade issues I've seen reported, I called to verify an upgrade I just received from a 1br to a 3br presidential. The resort passed me around fairly quickly. The 3rd person told me, "We can't tell you if we will have the 3 presidential until a day or 2 ahead of time. we don't make the reservations here, they are just downloaded to us." I pointed out that if I had 8 people with plane tickets, and I arrive to be told that corporate made an error, I would be in quite a pickle. She sent me to the manager who looked and said the 3 presidential appeared to exist and she would make sure to add a note to my reservation that said I needed the 3br and to not change it.

wow.....

 

[lost patience]

it has happened again! I have a 3br for last night and tonight. At check in, Grand Desert did not have the 3br that i have booked. The staff indicated that the system overbooked them. After complaining, the manager did provide a 2dx and a 1dx, but this is a family and we wanted to all be in the same unit.

 

[dgalati]

Yea but....... You can count on Wyndham and Wyndham really cares!

 

[am1]

I did hundreds a month all upgraded as I had to offset the $99 guest fees.

Best of luck. Sounds like different problems sane responses.

 

[comicbookman]

it has happened again! I have a 3br for last night and tonight. At check in, Grand Desert did not have the 3br that i have booked. The staff indicated that the system overbooked them. After complaining, the manager did provide a 2dx and a 1dx, but this is a family and we wanted to all be in the same unit.

That was awful nice of them (snort). You should not have had to complain, they should have been scrambling to accommodate you. You have a confirmed reservation. I hope they also refunded all your points.

 

[Sandi Bo]

it has happened again! I have a 3br for last night and tonight. At check in, Grand Desert did not have the 3br that i have booked. The staff indicated that the system overbooked them. After complaining, the manager did provide a 2dx and a 1dx, but this is a family and we wanted to all be in the same unit.

Wow, that is just crazy. Sorry this happened to you. Maybe Privileges will fix all this

 

[luvNMB52]

Sure seems unacceptable to me. Going on 2 years now with this new system.

Equally concerning is that it doesn't seem that the resorts are overly concerned with the errors or inconveniences. Not just this situation, but in other postings as well.

I would expect WYN and the resorts to be bending over backwards to correct booking errors on their part.

We experienced this at Sea Watch. I made a last minute reservation (one week out) and was able to reserve a 1bdx at discounted points and got an automatic upgrade to a 3bdx! Wow! I’m happy!

Got a phone call at home on the check-in date asking if we “need” the 3br... we actually didn’t... so they changed us to a 2bdx. Also gave us a gift of some wine and other insignificant items and room was ready upon early arrival.

They told us the 3bdx had never been available and didn’t know why system allowed that upgrade. Anyway, we accepted the situation without a fuss. Now I’m wondering if I should complain and try and get some points back. What do you all think?

 

[wjappraise]

We experienced this at Sea Watch. I made a last minute reservation (one week out) and was able to reserve a 1bdx at discounted points and got an automatic upgrade to a 3bdx! Wow! I’m happy!

Got a phone call at home on the check-in date asking if we “need” the 3br... we actually didn’t... so they changed us to a 2bdx. Also gave us a gift of some wine and other insignificant items and room was ready upon early arrival.

They told us the 3bdx had never been available and didn’t know why system allowed that upgrade. Anyway, we accepted the situation without a fuss. Now I’m wondering if I should complain and try and get some points back. What do you all think?

If they made a good faith adjustment that was adequate and you accepted- I would think the right thing to is let it be.

Of course that’s up to you.