posted 07-30-2002 14:52         

Would you mind, when you have a moment, looking at the TUG thread on "Newbies" bbs, called "Several questions about ACs from Interval"? I recently was given ACs (aka VCs) for two resorts I now own. This is a first for me. So I had a lot of questions that I asked on that TUG "Newbies" bbs. Since then I've called maybe three of your Marriott desk staff to inquire about how best to use these and to do 60 day searches for me. Various of your staff seem to display various levels of confusion, and today I had the weirdest thing happen when I was able to search online using a certificate beyond 60 days, went to pay, and was unable to complete transaction. I wasted a lot of time and a phone call to Marriott desk could not remedy the situation.

posted 07-30-2002 15:24            

quote:

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Originally posted by Brian Holliday:
Craig-
I have had an ongoing search in II for a long time. I'm looking for the one and only Makaha, Oahu timeshare (Princess at Makaha Beach). As trade bait, I'm using my Waikiki, Oahu (Imperial Hawaii) timeshare.

I have just realized that it is absolutely impossible for this trade to work (except possibly on very short notice, which I can't do). The II software will not allow it.

My Waikiki timeshare is a 1 bedroom, 2 bath that sleeps 4. This is the largest 1 bedroom that the Imperial has. I would be happy with the smallest unit at Makaha: a 1 bedroom, 1 bath, that sleeps 4.

Nope. I cannot get it. The II software will not allow it.

Why? Because my Waikiki timeshare has a half-size refrigerator. I don't remember if the stove only has 2 burners instead of 4, but that is possible. It does have all the other usual kitchen stuff, though. But because it skimps a bit on the kitchen, II considers it to have a "partial kitchen." The Makaha timeshare, on the other hand, has a "full kitchen." And the II software will not allow a timeshare with partial kitchen to trade into a timeshare with full kitchen!

Ouch. And this is not just the case for trades into other Hawaii resorts -- but for trades everywhere. I look at the many timeshares I can trade into, that II offers me online, and they all have either partial or no kitchen. Even in Orlando. All I see are timeshares with partial or no kitchen.

There is no way to get there from here. Next year I guess I'll have to deposit my timeshare with Trading Places, because I want to try again for Makaha.

Or maybe a little bird can make a suggestion to the programmers that the software might be tweaked a bit, so that it doesn't absolutely prohibit trades like these from occuring? (Does it really make sense to forbid a kitchen upgrade from ever occuring?)

---

------------------
Craig Urbine
Vice President
Member Services
Interval International

posted 07-30-2002 16:02            

I know this was our intention on instant confirmations but I didn't think we programmed that restriction for placing a vacation request. Did you actually try to place a request and it wouldn't let you?

Craig-
The request is in. I have a search specifically for this one resort...no others. But when I go online and use my deposited timeshare week to "shop", the only timeshares I see are those with partial or no kitchens.

So...I'm out of luck. Or logic says that I'm out of luck.

(I can put a search in for any resort, even if it is absolutely impossible for the match to occur. This is true for II, as well as RCI. Just because a search is in doesn't mean that there is a chance of success.)

Are you saying that the software allows matches on a search that it won't allow on instant confirmations? That the software behaves differently?

I suppose that is possible. But I would tend to doubt that -- unless I had some evidence that that was the case. Looking back on my two successful II exchanges (done with searches), for both I traded into resorts with partial kitchens.

The empirical evidence that I have is that this one just won't work.

Of course, you have access to much more information than me. To know for sure, a programmer could look at the source code and tell you what the rules are.

Hey, I'm a programmer! I don't think you'd let me look at the source code, would you?????

posted 07-30-2002 16:21            

quote:

---

Originally posted by Carol C:
Craig...the printed version says "Vacation Certificate" and online it says "Accomodation Certificate".

Would you mind, when you have a moment, looking at the TUG thread on "Newbies" bbs, called "Several questions about ACs from Interval"? I recently was given ACs (aka VCs) for two resorts I now own. This is a first for me. So I had a lot of questions that I asked on that TUG "Newbies" bbs. Since then I've called maybe three of your Marriott desk staff to inquire about how best to use these and to do 60 day searches for me. Various of your staff seem to display various levels of confusion, and today I had the weirdest thing happen when I was able to search online using a certificate beyond 60 days, went to pay, and was unable to complete transaction. I wasted a lot of time and a phone call to Marriott desk could not remedy the situation.

If you cannot visit the other bbs, the Newbie area on TUG, would you mind telling me if on July 1 the big changes you were talking about included changes in policy with regard to ACs aka VCs? And then is there lag time in proper training of your phone customer support staff, because they sure aren't on the same page about these certificates. And what exactly is the price of a 2 br using one of these certificates? Thank you for your answer to these questions and for any other suggestions you might offer to this newbie in the area of these certificates.

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posted 07-30-2002 16:22            

quote:

---

Originally posted by EdB:
To make things easier for Craig, click here to jump directly to the thread in question.

I am very interested in hearing the answers to this question too.

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posted 07-30-2002 16:33            

The online system does behave differently than what the advisers use. Data structure is much different for web applications than what we've historically used in house. Additionally, we need to leave the advisers empowered to make decisions based on the circumstances. The internet needs to be "black and white" as it is a self service model that can't be programmed for every nuance that exists.

The request you entered can be fulfilled by the system or one of our processing advisers. The online system does not allow you to request more than you own. We reserve the right to override the restriction as we see fit. And, no, you can't place a request for a resort not allowed. There are edits prohibiting this from occuring. However, we do allow trades as you've described to be confirmed.

P.S. We may have programmer positions available. Do you write RPG?

quote:

---

Originally posted by Brian Holliday:
Craig says:

I know this was our intention on instant confirmations but I didn't think we programmed that restriction for placing a vacation request. Did you actually try to place a request and it wouldn't let you?

Craig-
The request is in. I have a search specifically for this one resort...no others. But when I go online and use my deposited timeshare week to "shop", the only timeshares I see are those with partial or no kitchens.

So...I'm out of luck. Or logic says that I'm out of luck.

(I can put a search in for any resort, even if it is absolutely impossible for the match to occur. This is true for II, as well as RCI. Just because a search is in doesn't mean that there is a chance of success.)

Are you saying that the software allows matches on a search that it won't allow on instant confirmations? That the software behaves differently?

I suppose that is possible. But I would tend to doubt that -- unless I had some evidence that that was the case. Looking back on my two successful II exchanges (done with searches), for both I traded into resorts with partial kitchens.

The empirical evidence that I have is that this one just won't work.

Of course, you have access to much more information than me. To know for sure, a programmer could look at the source code and tell you what the rules are.

Hey, I'm a programmer! I don't think you'd let me look at the source code, would you?????

---

posted 07-30-2002 23:19            

Thanks.

posted 07-31-2002 04:44            

quote:

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Originally posted by Dani:
Craig..I have noticed that the availability of Getaway weeks varies from member to member. As a current owner of a weak trading resort, would my Getaway week options change with the addition of a stronger or strong trading week to my Interval membership?

Thanks.

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posted 07-31-2002 07:21            

Thank you for your reply!

posted 07-31-2002 08:40            

quote:

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Originally posted by CraigU:
Quality differences are the main thing that varies search results within the flexchange window.

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Craig,

Are you now saying that even if I pay the same membership price as someone with a 5* resort, I cannot take advantage of the same getaways? What do you mean by "quality differences"?

Thanks for the clarification.

rita

posted 07-31-2002 08:51            

Excuse me if someone else already asked this. But it seems as if RCI has a monopoly on Timeshares in South Africa. Does II plan on trying to crack into this market? Does II currently have any affiliated resorts in South Africa?

Thanks,

posted 07-31-2002 09:12            

Prior to the enhancements to II's website I used to be able to see a statement saying, something to the extent, that if I deposited my week I would get a bonus week. Since those enhancements were put in place I don't see that statement any more. Are we going to see that statement put back in if our weeks rate a bonus week? or do we have to call II to find out that information?

Thanks for your help.

Don

posted 07-31-2002 09:16            

quote:

---

Originally posted by Luvmypt:
Prior to the enhancements to II's website I used to be able to see a statement saying, something to the extent, that if I deposited my week I would get a bonus week. Since those enhancements were put in place I don't see that statement any more. Are we going to see that statement put back in if our weeks rate a bonus week? or do we have to call II to find out that information?

---

posted 07-31-2002 09:26         

Over on Newbies bbs I asked:

4) If you get an AC from a Marriott deposit, will you see Marriotts shopping with *that* AC online?

And you replied "Yes".

Now...I probably was not asking the question right, but when I used the word "see" I meant to say "see and can you get" the weeks using those bonus certs and paying required fees?

I ask this because on the restrictions area of the cert, it says: "This certificate may not be used to travel to your home resort or any other resort under common ownership or management with the home resort". I assume that MVCIs are, on some level, "common ownership or management" resorts.

Now...I anticipate receiving a bonus cert (my first ever) for depositing a *Marriott* week with II. What if I use that bonus cert to "shop" online, and then I "see" online a desirable week at another resort in the MVCI chain, not the particular resort I own? Can I go there to this different (but still Marriott) resort using the bonus cert? Example: say I "see" a 2 br Swallowtail on Hilton Head using a bonus cert I got for depositing, hmmmm, a one br at Vail Streamside? Is that not allowable because of "common ownership or management"? Reading the restrictions it doesn't seem obvious to me...and I wonder if any random Marriott desk staffer I happened to reach would know for sure and advise me properly.

I apologize if I'm asking in a redundant way, but sometimes I think I don't make myself 100% clear when expressing myself. Thank you again for addressing questions here in such a timely fashion. I think after this I'll be much more knowledgable about the ACs aka VCs issued by Interval, as will other TUGgers.

posted 07-31-2002 09:28            

The whole exchanging process is frustrating to learn as a newcomer, but to not be sure if you are getting the right answer is even more frustrating.

I appreciate any input on this matter. I realize that your counselors have a variety of experience and you are probably working on getting them all as trained as possible, but in the meantime what do you recommend?

posted 07-31-2002 16:05            

quote:

---

Originally posted by Hatrack79:
Craig,
I am now nearing the purchase of my first TS and I want to know if I should buy at a RCI or II resort. I appreciate your input on this forum. You are gaining a competitive advanatage compared to your competition.
I have watched w/ interest a disucssion about another exchange company "double-booking" a unit (albeit 18 months advanced reservations)and notifying the guest the week before that they are being "demoted" to a lesser resort. I am curious as to how this would be resolved to the customers' satisfaction if it had been II's mistake (the example is actually RCI). Here is a link, if you care to look further.
http://www.tug1.net/tugbbs1/Forum2/HTML/003838.html

thanks, Hatrack

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posted 07-31-2002 16:10            

Many members have said they don't care, only to arrive and have strong feelings to the contrary. Our experience has been that members have expectations based on what they own. Regardless of the advance notification, they call dissatisfied upon check in. At that point, there is not much that can be done to resolve the situation. It is the best policy to protect our members from themselves .

quote:

---

Originally posted by Pat_Rita:
Craig,

Are you now saying that even if I pay the same membership price as someone with a 5* resort, I cannot take advantage of the same getaways? What do you mean by "quality differences"?

Thanks for the clarification.

rita

---

------------------
Craig Urbine
Vice President
Member Services
Interval International

posted 07-31-2002 16:12            

quote:

---

Originally posted by ravens fan:
Craig,

Excuse me if someone else already asked this. But it seems as if RCI has a monopoly on Timeshares in South Africa. Does II plan on trying to crack into this market? Does II currently have any affiliated resorts in South Africa?

Thanks,

Dave

---

------------------
Craig Urbine
Vice President
Member Services
Interval International

posted 07-31-2002 16:15            

quote:

---

Originally posted by Luvmypt:
Hi Craig,

Prior to the enhancements to II's website I used to be able to see a statement saying, something to the extent, that if I deposited my week I would get a bonus week. Since those enhancements were put in place I don't see that statement any more. Are we going to see that statement put back in if our weeks rate a bonus week? or do we have to call II to find out that information?

Thanks for your help.

Don

---

posted 07-31-2002 16:28            

As it relates to whether there is demand for an area or not, the advisers need to use their experience to give advice. We are constantly striving to be as consistent as possible. July is a highly demanded time in almost all areas. The first adviser was right.

I apologize for any frustration caused.

quote:

---

Originally posted by carolinept:
Craig,
As a brand new owner who is still in the learning process of exchanging, I wanted to inform you of my experiences talking to your VCs. I have found that after making many phone calls to deposit my Hawaii week, make an exchange request, and find out general information on the whole process, that I have received conflicting info from your VCs.
One of the VCs told me that trading power of my Marriott Kauai meant "absolutely nothing" when it came to exchanging, and that the trading power of a resort means little. I was so upset that I hung up and decided to call back, and the new VC assured me otherwise.
In making a request to exchange to Westin St. John in July 2003, one counselor told me basically that there was no way I was going to get it as it is high season there, and another counselor told me that July was a fairly low request month.
When asking if I could track my request online and if it was approved it would be reflected in my online account, one VC said no, so once again I hung up, called back and was told yes.
I understand that I am telling you my personal situation, but my question is one that effects us all. Why have I experienced such a wide variety of responses from the VCs? Is there a way to prevent this?

The whole exchanging process is frustrating to learn as a newcomer, but to not be sure if you are getting the right answer is even more frustrating.

I appreciate any input on this matter. I realize that your counselors have a variety of experience and you are probably working on getting them all as trained as possible, but in the meantime what do you recommend?

---

posted 07-31-2002 17:23            

QUOTE]Originally posted by Carol C:
Mr. Urbine...thank you for surfing on over to the Newbies bbs to answer questions I posted there. I thought that experienced TUGgers would be able to answer my six questions so I originally didn't want to bother you with them in ASK CRAIG. But I needed to consult with you after all. I appreciate your responses there on Newbies, and as per your request, I will post my followup question here.

Over on Newbies bbs I asked:

4) If you get an AC from a Marriott deposit, will you see Marriotts shopping with *that* AC online?

And you replied "Yes".

Now...I probably was not asking the question right, but when I used the word "see" I meant to say "see and can you get" the weeks using those bonus certs and paying required fees?

I ask this because on the restrictions area of the cert, it says: "This certificate may not be used to travel to your home resort or any other resort under common ownership or management with the home resort". I assume that MVCIs are, on some level, "common ownership or management" resorts.

Now...I anticipate receiving a bonus cert (my first ever) for depositing a *Marriott* week with II. What if I use that bonus cert to "shop" online, and then I "see" online a desirable week at another resort in the MVCI chain, not the particular resort I own? Can I go there to this different (but still Marriott) resort using the bonus cert? Example: say I "see" a 2 br Swallowtail on Hilton Head using a bonus cert I got for depositing, hmmmm, a one br at Vail Streamside? Is that not allowable because of "common ownership or management"? Reading the restrictions it doesn't seem obvious to me...and I wonder if any random Marriott desk staffer I happened to reach would know for sure and advise me properly.

I apologize if I'm asking in a redundant way, but sometimes I think I don't make myself 100% clear when expressing myself. Thank you again for addressing questions here in such a timely fashion. I think after this I'll be much more knowledgable about the ACs aka VCs issued by Interval, as will other TUGgers.

[/QUOTE]