I get it! You try and combine two complicated systems and you’re going to run into problems. Launching Abound, by Marriott “hit a climax of problems” the first week of August when Marriott tried to rollout the Abound program the FIRST time. I remember that week well, as the MVC website was down for DAYS. When the website finally became available, nothing appeared to have changed — and I was told that the launch failed and they were going to regroup and try again months later.
Fast forward to November 30th, and Abound, by Marriott officially went live for both Marriott and Vistana Owners. Yes, there were some down times on the website, but owners were able to make reservations, check availabilities and do other maneuvering on the websites. Overall, owners were able to do what they needed to do.
That was 6 weeks ago. It is a different story now and again owners don’t have access to the website consistently, and haven’t for DAYS!! Both the Vistana and MVC website have been down, with a few sporadic episodes of “now it’s working, now it’s not”. Just logging in hasn’t been an option most of the time. What makes this latest event so critical and painful is that owners are trying to pay their maintenance fees and club dues, which isn’t fun on a good day — the deadlines are looming!!
I’ve been trying for 3 days to pay my fees online, and after repeatedly going onto the website and receiving errors and freezing multiple times, I finally was able to make my payments. But I’m one of the few as I am reading all over social media about the many owners who are waiting hours to talk to a real person because of the website fiascos. Promised call backs are not happening. Answers to basic questions are not being given. Needless to say, owners are angry.
I wish I had an answer or solution. . . . . I’ve been told by Marriott that the issue in the software is accepting online payments of Vistana Owners for their Club Dues. In any event, some communication to owners would be appreciated.
What worked for me was accessing the website late at night when there wasn’t a lot of activity on the site. I got a few errors, but hit “refresh” a few times, and it finally loaded my maintenance fee information. I didn’t have any problems after that. You may want to try early in the morning or late at night and see if that helps you. They open for phone calls at 7:00 am EST — if you want to talk to a live person, I suggest you are on the phone at that time.
If you have success with the website/fees payment doing something different than me, please reach out and let me know so we can let other owners know (as it doesn’t seem Marriott has been able to do that for them).
Last but not least, contact Marriott and tell them how your experience as an owner has significantly been dampered by the continued technical difficulties, underscored by the lack of proactive communication to owners about issues which are stressful during periods with strict deadlines. You can contact the Marriott Customer Advocacy Group at 1-800-860-9384 or email them at firstname.lastname@example.org.