posted 09-21-2002 10:13            

I've closed the other "Ask Craig" threads and placed them in the Archives and am starting a new one.

I need to remind everyone that Craig Urbine is Vice President of Customer Service for Interval International (is that the right title, Craig?). He is only able to comment on company policy. That is, exchange rules, how things work, etc. Although he has answered a few individual personal situations, he is unable to do this in the future. If we keep asking him to do this, we may very well lose his participation on these boards.

I hope everybody understands this topic is a gift to us, and we shouldn't use it to argue or post personal agenda.

Thanks for joining us again, Craig.

Fern Modena,
TUG BBS Manager

posted 09-22-2002 12:45            

I live in Texas, and most of my timeshares are also in Texas. I own quite a number of timeshares. I am also an RCI member, and do most of my trades with them.

I have a couple of II spacebanked weeks, and there is NEVER any availability in Texas, except for occasional availability at the one almost on the Oklahoma border. I have looked for almost two years for an exchange, with both the banked weeks and with
shop-only undeposited weeks, and am very hesistant to ever bank another week with II.

II has picked up at least two new resorts in Texas in the last couple of years, but that has not made exchanges any more possible, in my experience.

I know, if people don't deposit, there is no availability, etc....

Also, II divides Texas into a number of search categories, which seems silly with the low number of resorts available.

Since it is not possible to search for "Texas", I find I need to search for "any locations". When one searches that way, is one likely to miss a specific resort request?

It just seems that Texas resorts would come up sometime! I just find it incredible that Texas inland lakes would be a harder match than would some place like Hilton Head, Sedona, etc.

Perhaps, if some of the resorts did some bulk spacebanking?

Sincerely yours,
Kurt Brown
kjbrown@sprintmail.com

NOTE: When Fern closed the previous thread, this message did not get answered, and Fern asked me to repost on the new thread.

posted 09-22-2002 13:42            

Craig,

Do you think there is any chance II might make a special renewal offer to TUG members?

posted 09-23-2002 13:03            

Prices at Atlantis are in the stratosphere, so I wanted to do something to minimize our costs, I'm not cheap, but I like to enjoy breakfast in the room, and don't like having to get all dressed up and go down to the restaurant, although we usually eat out for dinner every night. Some sample prices: Coffee $5.50, continental breakfast $14.00, Hot Dog $9.00, Caesar Salad $10.00, soft drinks $2.75.

I later found out Harborside owners were given a credit of $1400.00 per week for a 1BR unit and $2800.00 for a 2BR to make up for their inconvience. Everyone else was given nothing.

As a starwood owner (Westin St. John) I was very upset, Harborside if a member of the Starwood family and if a Harborside owner were to trade into my resort, they would be treated like an owner.

Craig, my question for you is why didn't interval give us any options when we were moved to the hotel, Harborside told me that II had been given "compensation" (I don't know what kind) for the inconvienence caused to us (per Bill Brinkeroff, Harborside project manager), why wasn't anything passed along to those of us trading into the resort?

I could see something like this happening at any resort in the future, and I would suggest that II at least give us the option of cancelling or re-scheduling.

posted 09-24-2002 03:50            

quote:

---

Originally posted by kcgriffin:

I later found out Harborside owners were given a credit of $1400.00 per week for a 1BR unit and $2800.00 for a 2BR to make up for their inconvience. Everyone else was given nothing.

As a starwood owner (Westin St. John) I was very upset, Harborside if a member of the Starwood family and if a Harborside owner were to trade into my resort, they would be treated like an owner.

---

I had a problem w/ one of my Marriott exchanges through II. I am a Marriott owner. I wrote the complaint to Marriott and we reached an agreement that I felt compensated me for the situation. If you are a Starwood owner, you should write and call Starwood. I would be surprised (and disappointed) if they did not do something for you.

posted 09-24-2002 04:24            

Thanks Jeff H. for moving your message.

And thanks everyone else for your cooperation.

PS - Messages that were voluntarily *moved* or edited out were later deleted by me.

------------------
Marina
Mexico Reviews

posted 09-26-2002 12:07            

APS, CPC, FWY, INV, LSO, PEG, RVD, SAR, SLT, SNH & TWD.

quote:

---

Originally posted by Kurt Brown:
Dear Craig,

I live in Texas, and most of my timeshares are also in Texas. I own quite a number of timeshares. I am also an RCI member, and do most of my trades with them.

I have a couple of II spacebanked weeks, and there is NEVER any availability in Texas, except for occasional availability at the one almost on the Oklahoma border. I have looked for almost two years for an exchange, with both the banked weeks and with
shop-only undeposited weeks, and am very hesistant to ever bank another week with II.

II has picked up at least two new resorts in Texas in the last couple of years, but that has not made exchanges any more possible, in my experience.

I know, if people don't deposit, there is no availability, etc....

Also, II divides Texas into a number of search categories, which seems silly with the low number of resorts available.

Since it is not possible to search for "Texas", I find I need to search for "any locations". When one searches that way, is one likely to miss a specific resort request?

It just seems that Texas resorts would come up sometime! I just find it incredible that Texas inland lakes would be a harder match than would some place like Hilton Head, Sedona, etc.

Perhaps, if some of the resorts did some bulk spacebanking?

Sincerely yours,
Kurt Brown
kjbrown@sprintmail.com

NOTE: When Fern closed the previous thread, this message did not get answered, and Fern asked me to repost on the new thread.

---

posted 09-26-2002 12:08            

quote:

---

Originally posted by Tori:
If your eligible for a special offer, you will receive notification in the mail.

Craig,

Do you think there is any chance II might make a special renewal offer to TUG members?

T.

---

posted 09-26-2002 12:13            

Once notification was received, we began the process of contacting our inbound exchange members giving them the option of going or not. If they chose not to travel, we gave them back the use of their deposited week and a refund of the exchange fees.

quote:

---

Originally posted by kcgriffin:
I recently traded a 2BR unit for a 1BR at Harborside at Atlantis for my 30th wedding anniversary. In July I was notified that due to repair work to Harborside, we would be moved into 1 BR suite in the hotel, we were not given an option to re-schedule, choose another resort, or be given our week back to use later. Interval just moved us into the hotel. Since it was only my wife and I, I thought that the suite would work out OK, as long as we could get a refrigerator, coffee pot and microwave in the room. I called Atlantis and requested them, and was told that the microwave and refrigerator were OK, but that I could not get a coffee pot! (amazing since most hotels have them already, but as you will see Atlantis is no ordinary hotel).
I also asked about a credit, or a discount on the meal plan to help offset the inconvienence of not having a kitchen. I was told NO, no other acommodation would be made.

Prices at Atlantis are in the stratosphere, so I wanted to do something to minimize our costs, I'm not cheap, but I like to enjoy breakfast in the room, and don't like having to get all dressed up and go down to the restaurant, although we usually eat out for dinner every night. Some sample prices: Coffee $5.50, continental breakfast $14.00, Hot Dog $9.00, Caesar Salad $10.00, soft drinks $2.75.

I later found out Harborside owners were given a credit of $1400.00 per week for a 1BR unit and $2800.00 for a 2BR to make up for their inconvience. Everyone else was given nothing.

As a starwood owner (Westin St. John) I was very upset, Harborside if a member of the Starwood family and if a Harborside owner were to trade into my resort, they would be treated like an owner.

Craig, my question for you is why didn't interval give us any options when we were moved to the hotel, Harborside told me that II had been given "compensation" (I don't know what kind) for the inconvienence caused to us (per Bill Brinkeroff, Harborside project manager), why wasn't anything passed along to those of us trading into the resort?

I could see something like this happening at any resort in the future, and I would suggest that II at least give us the option of cancelling or re-scheduling.

---

posted 09-26-2002 12:36            

I have some follow-ups from earlier issues:

1. My online resort listings still display no 5* logos despite the fact that I am an owner at a 5* resort. I remember you said you would have this fixed many many weeks ago. Any ETA?

2. I am still experiencing frequent timeouts when I try to do a request-first search with an unbanked week or with a bonus certificate. These occur almost exclusively when I choose "All Destinations" and select a date at the end of the 59-day FlexChange period. I know your development team is working on this, but it's frustrating that it has been going on so long. (By the way, this occurs on two different accounts with two different types of bonus certificates, so I know it's not just me!)

I have some other issues, but I'll put them in separate posts to make it easier for you.

posted 09-26-2002 19:30            

Looking for some procedural info here:

If a TS is booked before the bank or book date, specifically 2 days before the deadline, and the VC says the confirmation will be mailed shortly - is there any recourse if Interval later claims there is no record of the transaction in the computer?
Our neighbor Tom booked a week at The Reef for us Nov. 2-9 on Sept. 13, two days before his bank deadline. The VC said the confirmation # would be mailed out shortly, but it never arrived. Concerned because no the conf. # had not yet arrived and because Tom knew we need to pay for our airfare by Sept. 29 or lose the special frequent flyer price, he called Interval. They claim computer error and that no record of the transaction exists. They say that because of this Tom has now lost his week and can do nothing about it.

Is there no recourse for this? It was not our - or Tom's - error, but was indeed Interval's error. Why are we penalized for Interval's computer problem? What procedure should we follow to get something done about this? Tom spoke to three levels of managers about this giving the name of the original VC and date of call, yet each claims there is nothing that can be done.

Thanks for the info -
Michele

posted 09-27-2002 10:05            

The situation you describe sounds unusual as I don't know why a confirmation number wouldn't be given when it is available immediately. I also don't understand what you mean by bank deadline. If you are redeeming a deposited week, the travel dates must be complete prior to the expiration date. Therefore, if his week expired in September, he couldn't request November.

In any case, please call and ask to speak to customer relations. Explain the situation , including the number where the call orginated, and they'll be happy to assist with determining exactly what happened. If we are able to determine an error was made, on our part, I'm sure we can find a reasonable resolution.

quote:

---

Originally posted by mikki:
Hi Craig,

Looking for some procedural info here:

If a TS is booked before the bank or book date, specifically 2 days before the deadline, and the VC says the confirmation will be mailed shortly - is there any recourse if Interval later claims there is no record of the transaction in the computer?
Our neighbor Tom booked a week at The Reef for us Nov. 2-9 on Sept. 13, two days before his bank deadline. The VC said the confirmation # would be mailed out shortly, but it never arrived. Concerned because no the conf. # had not yet arrived and because Tom knew we need to pay for our airfare by Sept. 29 or lose the special frequent flyer price, he called Interval. They claim computer error and that no record of the transaction exists. They say that because of this Tom has now lost his week and can do nothing about it.

Is there no recourse for this? It was not our - or Tom's - error, but was indeed Interval's error. Why are we penalized for Interval's computer problem? What procedure should we follow to get something done about this? Tom spoke to three levels of managers about this giving the name of the original VC and date of call, yet each claims there is nothing that can be done.

Thanks for the info -
Michele

---

posted 09-27-2002 10:06            

quote:

---

Originally posted by EdB:
Welcome back, Craig!

I have some follow-ups from earlier issues:

1. My online resort listings still display no 5* logos despite the fact that I am an owner at a 5* resort. I remember you said you would have this fixed many many weeks ago. Any ETA?

2. I am still experiencing frequent timeouts when I try to do a request-first search with an unbanked week or with a bonus certificate. These occur almost exclusively when I choose "All Destinations" and select a date at the end of the 59-day FlexChange period. I know your development team is working on this, but it's frustrating that it has been going on so long. (By the way, this occurs on two different accounts with two different types of bonus certificates, so I know it's not just me!)

I have some other issues, but I'll put them in separate posts to make it easier for you.

Ed

---

posted 09-27-2002 10:08            

quote:

---

Originally posted by suzanne:
Why does it take so long to get a new account set up with II? I purchased a week that trades with II and called to set up account. The lady was very nice took all the information and then told me to give her a call back in 2 to 3 weeks that they should have everything set up by then and my account would be ready for me to deposit my week if I should decide to do so. If I deposit my week when the account is ready for me to use, how long will it take to show up and have its maximum trade power? After that will I be able to do online searches? Thanks
Suzanne

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posted 09-27-2002 14:53         

Who is responsible for the photos used in the II book/website.

The resort I own at Foxrun, is dual affiliated, and the photo in the II book does not reflect the recent upgrading of the resort and units. (The photo in the RCI book does though).

So I guess what I want to know is, is it II, VRI, Management staff of Foxrun itself, or the HOA who would look after the new and updated photos. I would like to follow up with the right people, but don't know where to start.

posted 09-28-2002 03:17            

If I deposit 2 x 1 bedroomed weeks', can I use them both to obtain 1 x 2 bedroomed unit?

posted 09-28-2002 03:57            

quote:

---

Originally posted by Heather:
Hi Craig,

Who is responsible for the photos used in the II book/website.

The resort I own at Foxrun, is dual affiliated, and the photo in the II book does not reflect the recent upgrading of the resort and units. (The photo in the RCI book does though).

So I guess what I want to know is, is it II, VRI, Management staff of Foxrun itself, or the HOA who would look after the new and updated photos. I would like to follow up with the right people, but don't know where to start.

Thanks!

---

posted 09-28-2002 03:58            

quote:

---

Originally posted by elaineUK:
Craig - hope you had a nice break...

If I deposit 2 x 1 bedroomed weeks', can I use them both to obtain 1 x 2 bedroomed unit?

I'm trying to keep my options open in case the 2 bed unit does not work out....
Thanks
Elaine ;-)

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posted 09-30-2002 11:29            

I was wondering if there had been more discussion about implementing a "resort specific" search on the website. For instance, WBL is the closest II timeshare to Yosemite. I have clicked and clicked, trying to find any availability.

Could I call a counselor and have her check for the specific resort? Can she/he check availability for large blocks of dates? Could I say, "Is there anything in the next year?" Would that take up too much of their time? Do the counselors say, "There's nothing available" when they really mean, "You'll never have the power to pull this one"?

posted 09-30-2002 14:48         

How much priority is given to Marriott owners trading to other Marriott locations? I ask because I am trying to trade a studio to a 2-bedroom unit. I know that Marriott 2 bdrm and 1 bdrm units get priority since I am only trading a Marriott studio. However, do I get priority over a non-Marriott two bedroom or one bedroom unit for the trade during the 21-day window?

Thanks for your time in anwsering this.

posted 10-01-2002 05:42            

As others have stated, we appreciate the time you give to us.

My question is regarding Flexchange on the internet site.

I have two units banked - different resorts - neither is 5 star. Both one bedrooms but different colors - but same general location (Cocoa Beach area). I thought I would see the same inventory for either resort I shop with but that's not the case. I thought Flexchange opened up ALL the inventory equally within the Flexchange dates. I love Flexchange and that's why I'm still with II.

It was a bit shocking to me to see that the one resort (red week but very poorly rated by TUG members (I think the ranking is wrong of course)) pulled more than the other week. Heck it even pulls better than the 5 star I own most of the time (outside of Flexchange).

But back to the Flexchange situation. With the yellow week (week 48) I don't see Cocoa Beach as an option. With the red week (week 30) it's an option with usually 2-3 units listed.

The week 30 was deposited under Flexchange rules, the week 48 was not.

Is this a red versus yellow situation? A resort versus resort situation? A Flexchange week versus a non-Flexchange week? A quirk in the 'system'? Should I 'never mind' this because I'm doing better than I should (grin)?

I LOVE Flexchange. It's just that I thought I could use my 'oldest' banked week to search/exchange without having to check every other deposit I have to see if something else comes up that fits my plans better.

posted 10-01-2002 10:45            

quote:

---

Originally posted by suzanne:
Hi Craig,
I have my new II Membership number and set up my account online. The resort shows online and offers me the shop/deposit option. In going into the Shop & search all areas I tried for every month in 2003. There was not a great deal of availibility and what was there was mostly efficiencies and studios for 2 or 4 with just a few 1 & 2 bedroom units. My unit is for Week 20 in 2003, a 3 bedroom 2 bath for 8. Its also a 5 Star Resort that is Red year round. Why aren't more resorts showing up in keeping with my unit size. Does it make a difference that I am new to II? If I deposit the week will it have more pull power than just shopping with it? I haven't received II materials yet so I hope these questions are OK for you to answer here.Thank you,
Suzanne

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