sjuhawk_jd
TUG Member
I own several floating weeks at Club Casa Doroda resorts in Cabo. Reservations and customer (dis)service etc are handled by GBS International, Miami.
One of my pet peeves about a broken process:
I call 10 months in advance to make a spring break week booking. I get the week, I pay $15 reservation fee with my credit card, but the Rep asks me that the MF needs to be paid before reservation can be made. OK, I say, charge me the MF even though it is not due for another 7 months. The rep says "I have to charge you additional $10 telephone MF booking fee" or you can fax us an authorization and then we can charge you MF without additional $10. I refuse to pay additional $10, the agent puts the week on hold. I ask him to email me the authorization form. Now, agent hangs up and sends me an email attachment.
I print out and fill out the form and fax it back. Somebody processes the payment and try to enter the payment in my account, but since I have 4 different accounts, the payment gets applied to the wrong account. One time the fax number had changed and they never notified us. My reservation is cancelled in two days and I know this when I call back after two days to confirm. I am now on hold with a supervisor for 15 minutes and everything gets taken care of. Reps are not trained to use the word sorry or apologize for any mistakes. This process repeats again many times with me as I own 5 weeks per year. I have spoken to supervisors many times about this broken process, but they are adamant that they know what they are doing. It wastes my time and theirs and since I pay for their time through my fees, I am not happy!
Why not take the MF payment over the phone (without $10 charge) when somebody makes a reservation and GBS is taking $15 payment anyway to create a more efficient process? Anybody on my side in this rant
I would like to forward a link to this thread to the management of GBS International after some discussion from other Tuggers.
One of my pet peeves about a broken process:
I call 10 months in advance to make a spring break week booking. I get the week, I pay $15 reservation fee with my credit card, but the Rep asks me that the MF needs to be paid before reservation can be made. OK, I say, charge me the MF even though it is not due for another 7 months. The rep says "I have to charge you additional $10 telephone MF booking fee" or you can fax us an authorization and then we can charge you MF without additional $10. I refuse to pay additional $10, the agent puts the week on hold. I ask him to email me the authorization form. Now, agent hangs up and sends me an email attachment.
I print out and fill out the form and fax it back. Somebody processes the payment and try to enter the payment in my account, but since I have 4 different accounts, the payment gets applied to the wrong account. One time the fax number had changed and they never notified us. My reservation is cancelled in two days and I know this when I call back after two days to confirm. I am now on hold with a supervisor for 15 minutes and everything gets taken care of. Reps are not trained to use the word sorry or apologize for any mistakes. This process repeats again many times with me as I own 5 weeks per year. I have spoken to supervisors many times about this broken process, but they are adamant that they know what they are doing. It wastes my time and theirs and since I pay for their time through my fees, I am not happy!
Why not take the MF payment over the phone (without $10 charge) when somebody makes a reservation and GBS is taking $15 payment anyway to create a more efficient process? Anybody on my side in this rant
I would like to forward a link to this thread to the management of GBS International after some discussion from other Tuggers.