Sheraton complaint: Sheraton Vistana and subsequent reservation at the The Westin Ka’anapali Ocean Resort Villas

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 ation 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.