Since when can you not cancel?

[djyamyam Senior Member Find all posts View Profile Close djyamyam]

I am hot under the collar on this. I've been dicking around with II for the past couple days on trying to solve an exchange issue.

Can someone please answer if what I've been told is correct?

I had put in an ongoing search for a particular resort and date. I had gotten a call from II that they had a match and to call back. When I called back, they said, it was a match to the resort and dates I wanted so I didn't need to do anything. This got matched on day 60 prior to the check-in. Knowing that I had an AC available, I called back the next day within the 24 hour period wanting to cancel and rebook using my AC. Got put on hold for 20 mins and was told they couldn't make it work. The AC was only seeing out to 56 days and not 59 days. Call back tomorrow. I'm confused because it was 59 days and there shouldn't be a problem. I was told she was going to cancel it and rebook it with my original week so I would have another 24 hours.

So I call back today and am told it's past the 24 hours and the guide didn't actually cancel and rebook. I get rerouted to customer services and am told "there is no 24 hour cancellation period when you ask to be put on a wait list and ongoing search."

Since when????

[JLB Please excuse me, I'm a Dick. Not a moron just a Dick Find all posts View Profile Close JLB]

I can't comment on II, currently, because we quit them years ago, but this is one reason I never do an ongoing search, because I had the same problem with RCI when I did use Ongoing Searches.

I do not trust either of their computers, Guides, or policies, to give them carte blanche to make our vacation decision for us.

[Fern Senior Member Find all posts View Profile Close Fern]

Since always. If you hit an "exact match" it is an automatic confirmation (meaning they don't need to call you at all, although once in a while they may), and it has no grace period. I've been a member of I.I. since the 1980's, and as far back as I know that has always been the case.

They also don't do holds. That is an RCI thing. What they do instead, is if it is NOT an exact match, they will let you cancel at no charge within 24 hours. As I said, since yours *was* an exact match, that didn't apply.

Fern

[ArtsieAng Super Moderator Find all posts View Profile Close ArtsieAng]

Hmmmm.....I always thought that you could cancel within 24 hours, without any penalty. If you cancel after 24 hours, they will give you a replacement week, that is good for 1 year from the cancellation date.

PS....If you cancel during the flexchange period, your replacement week will only be good during flexchange, and you will need to do your own on-line searches. You can not place a request with the week, and you can not cancel after the 14 day to check-in.

[happymum Senior Member Find all posts View Profile Close happymum]

They also don't do holds. That is an RCI thing. What they do instead, is if it is NOT an exact match, they will let you cancel at no charge within 24 hours.

I understood that you had 24 hours to cancel even on an exact match. I have done so a number of times. (Twice in the last 2 days in fact. )
Also, I have had them offer to put a unit on a 2 hour hold. Their suggestion, not mine.(Admittedly that was not as a result of an on-going search)

Gordon, I am guessing that hot-under-the-collar is probably the only heat in your area about now?

[happymum Senior Member Find all posts View Profile Close happymum]

If you cancel after 24 hours, they will give you a replacement week, that is good for 1 year from the cancelation date.

Now I didn't know that!

[JLB Please excuse me, I'm a Dick. Not a moron just a Dick Find all posts View Profile Close JLB]

Just curious . . . does II have anything like Feedback@RCI. They have always been good at getting back to me, even when everyone and their dog are contacting them.

[Denise Senior Member Find all posts View Profile Close Denise]

So I call back today and am told it's past the 24 hours and the guide didn't actually cancel and rebook. I get rerouted to customer services and am told "there is no 24 hour cancellation period when you ask to be put on a wait list and ongoing search."

Since when????

Ugh. That sounds awful . I had thought we had 24 hours from the time the exchange was made to cancel without penalty. That would be bad news for me since I have three ongoing searches going currently, and I would need a few hours to decide whether to keep a match or not.

I've had some good luck with Customer Service (2 out of 3 agents were excellent), but this situation of yours disturbs me. I would call back and talk to a Customer Service rep who can fix your problem. One should be able to switch out your week with the AC and be done with it, I would think. I've had expiring weeks extended, an expiring account extended, and transactions reversed. Every time I call II, it's always an adventure. I now have four weeks on deposit, so I hope I can stay happy....

[djyamyam Senior Member Find all posts View Profile Close djyamyam]

Obviously, there is a varying difference of opinion on this matter. I will email II support on this.

[happymum Senior Member Find all posts View Profile Close happymum]

Please keep us posted as this policy would impact many of us. It would certainly make me rethink my on-going searches!

[happymum Senior Member Find all posts View Profile Close happymum]

As it happens, this situation just arose again. I questioned the VC and she assured me that there was a 24 hour grace period . I had trouble determining whether that was from when the match was made or when the e-mail was sent. Although she said it was from the time of the e-mail, at another point she mentioned that they don't have to notify of a match, if it meets the criteria.

[ArtsieAng Super Moderator Find all posts View Profile Close ArtsieAng]

As it happens, this situation just arose again. I questioned the VC and she assured me that there was a 24 hour grace period . I had trouble determining whether that was from when the match was made or when the e-mail was sent. Although she said it was from the time of the e-mail, at another point she mentioned that they don't have to notify of a match, if it meets the criteria.

I think that they do notify you by whatever means you requested when you first joined II, even for an exact match.....They do not have to call you, and if you choose to be notified by mail, then you would miss the chance to cancel within the 24 hr grace period. That is why you need to have chosen e-mail for your form of notification.

At least that's the way that I understood it.

[bevvy5 Moderator Find all posts View Profile Close bevvy5]

It's in the terms and conditions

You can access this online actually on the Interval site:

It says, and this is under heading number 6, "Request First Exchange Method," which would include an onging search, I would think:

8(b) Under II’s Exchange Cancellation Policy, a Member is entitled to
cancel a Confirmation by notifying II of his or her desire to cancel
such Confirmation within the first 24 hours after the exchange
request has been confirmed.

Seems pretty cut and dried to me. Confirmation is defined in the terms and conditions as:

“Confirmation” means a written or electronic acknowledgment
(with the exception of certain Flexchange® confirmations, which
may be oral) that a request for accommodations has been
fulfilled.

So whoever told you there is no 24 hour cancellation "policy" is full of it. It's not a "policy", it's part of the legal T & C that Interval has imposed.

[taffy19 Gold Contributor Find all posts View Profile Close taffy19]

I understood that you had 24 hours to cancel even on an exact match. I have done so a number of times. (Twice in the last 2 days in fact. )
Also, I have had them offer to put a unit on a 2 hour hold. Their suggestion, not mine.(Admittedly that was not as a result of an on-going search)

Gordon, I am guessing that hot-under-the-collar is probably the only heat in your area about now?

That's funny. There are a lot of Canadians here and they all tell us how cold it was when they left home. It is supposed to be warmer here but it wasn't for the first few days in Puerto Vallarta.

Gordon, good luck with your exchange!

[djyamyam Senior Member Find all posts View Profile Close djyamyam]

Resolved!

Well, it took until today that this situation has finally been resolved. I didn't get a chance to do anything yesterday as I was too busy. However, I called back today and was directed to customer service, the area I was directed last time and told that you couldn't cancel an exact match within 24 hours. I spoke with another guide and gave her the sequence of events. She put me on hold (actually came back off hold to say she was still looking into it - as opposed to just letting it go on and on) and then solved the problem. She said there was no documentation on my account other than my conversation from 2 days ago with the other guide from customer services.

So, I got my original week back (and not a replacement week), return of my original exchange fee and then used my AC and charged me the AC fee. So I completed the customer survey after the phone call and gave my guide positive marks for solving what should have been solved 3 days ago.