Sheraton Timeshare review: Reservation modification

2022-03-24

I made the reservation during the time I had the ownership unit.

I was upfront with the reservation department indicating that I was in the process of transacting the sale of the unit.

I was told I would be able to make changes to the reservation - although it was limited.

Inside my reservation information, I was given a link to make changes - see confirmation attached as well as a snippet of the cancellation policy.

2022-08-02

I called the reservation department - spoke to Roger - to find out my options.

I was told by Roger that I had no options - I asked to be transferred over to the supervisor - this was Raquel.

Raquel understood that I am no longer an owner of the unit and that it was sold. This is not in question.

I think she repeated this to me about 10 times. She told me that I am no longer in the system therefore a change was not possible.

This is really no concellation for me.

I asked that Raquel provide me with the recording from 2022-03-24. She refused. I asked her to send me to her supervisor - She refused. I asked her about 10 times - nicely, and she still refused.

At this point - I at least want the tape from 2022-03-24. That way I can either hear for myself that I was mistaken or that I was misinformed.

Remember that I am not calling at the last minute on this - it is August, and my reservation is in November.

As I worked in corporate America for over 30 years myself. I know it is possible to transfer to a supervisor at any level.

I was blocked by Raquel - this is unacceptable and shines a light on just how little the customer actually means.

Your help is appreciated.