AlanHarmon.net

In October 2023 I was not able to book my reservation in the online booking system. Here is how my experience went on resolving this issue.

My Troubleshooting

I was trying to book a couple of reservations for next summer, so there was not urgency for making the reservation. I tried to book the reservation a couple times over two weeks. I also tried two different browsers, Google Chrome and Microsoft Edge. Neither waiting or trying different browsers solved the problem.

Call #1 to Worldmark

I called the Worldmark number 800-457-0103 and talked to the reservation person, which is Option #1 in October 2023. I told that person (probably from India) about my issue, and they didn't really want to address that, but they did want to book the reservation for me. They were able to book the reservation for me. After trying relentlessly to try to sell me Points Protection (Reservation Insurance) for $149, they booked my reservation. Then they tried to relentlessly sell me Points Protection for my EXISTING reservations - well of course I wasn't going to do that either. Finally I was able to ask if this booking issue was now going to be resolved, and they said that 100% it would now work.

Having a few years under my belt, I was not too confident that this issue would be resolved. Sure enough, I went back on the website, tried to make a booking, and I still had the same issue.

Call #2 to Worldmark

I again called the Worldmark number 800-457-0103 and this time did not pick option #1, but picked "Other Issues" which is Option #4 in October 2023.

I spoke to a nice person (probably from the states) that asked me what I wanted, and I explained my dilemna. She reached out to her tech team (because we apparently can't talk to them directly), and then she came back off of hold to ask me clarification questions about 4 times until they figured out I wasn't stupid, and probably knew how to use the booking system. I don't have a problem with that as being a business owner for over 20 years, sometimes my customers were not the sharpest tool in the shed.

After they figured out I probably really had a problem, they issued me a sias number. It was something like: SAIS12345

She knew that I needed to send them a screen shot of my issue, so I was transferred over to the Owners Services deparment.

Owners Service Department

I spoke to another nice person (again, probably from the states) that seemed to understand what I was after. She asked for my member number again, and I was requalified. She noticed that there was an SAIS# assigned, so she now needed to make me a CASE#. After a few minutes hold, she was able to give me a CASE# - like CDCR-123456321. She said she would send an email in the next 10 minutes. I confirmed the email with her and asked how long things like this take. Well, she would not give me any guarantees, but did reassure me that I was a priority. Okay.... Now that I am a priority, we will see what happens.

Something Worldmark might add to their customer service bag-of-tricks. When I have an issue with Intuit Payroll, they share a screen with me and resolve the problem right then and there. It isn't always necessarily quick, but it does resolve the issue quickly. I understand Worldmark works with a lot more, let's say, not computer-saavy people, so this is sort of a pre-qualification process with generating tickets. Anyhow we will see how this goes.

Length of My Call: 32 minutes

Email #1 from WorldMark

The email showed up in 4 minutes. So far the process is taking a bit of time, but they are moving things along.

I will summarize the email as there is a bunch of legal stuff saying how it is only intended for me. Yada Yada Yada. Here is a summary of the email as they can't prevent me from talking about it.:

Hello Mr. Alan... I hope you are well.
A ticket was made.
Here is your case #
I look forward to working with you

Please know that as a Club, WorldMark remains fully committed to uphold our ‘H.E.A.R.T.’ promise to you, our valued owners. If you have any further questions or concerns that we should be aware of, please do not hesitate to contact Owner Resolutions through the WorldMark Vacation Planning Center 1- 800-457-0103. We are available Mon-Fri 6 am to 7 pm, Sat-Sun 6 am to 5 pm PST.

Wyndham Destinations
Vacation Planning Center 800-251-8736
OwnerResolutionAllClubs@wyn.com