Dear Mrs. Downey,
We would like to address some of your concerns:
Our commitment as a company is to offer our members superior accommodations, facilities and service while not having to pay more for COMPARABLE accommodations. Our facilities are bigger, regularly remodeled and with better furniture and décor package than regular hotels rooms, usually sold through on line travel agents.
Additionally, our service levels are higher. In every affiliated property we have dedicated club staff that caters to ours member’s needs, members only lounge and specific areas that regular hotel guests can’t have access to. That makes our product very different.
We understand that any on-line players could best our price usually for very specific booking windows; we are not so sure they can compete with our level of accommodation’s and services. It is not part of our product offering to compete with these agencies.
Even so, tailored for those cases, we implemented and published our Discount Pledge (which you can find on our website). This pledge states that if you find a better rate than what you are trying to book or have booked, we will not only match that discounted rate, but grant a 15% discount on top of it. Obviously accommodations have to be comparable.
Our contracts are very clear regarding the cancelation period. After buying the membership, you have up to one week (depending on location) to cancel it and receive a full refund. Internally we usually allow up to 30 days.
In your particular case, for over 14 months after buying you showed having no issues with your purchase, including two positive feedback calls within the first 60 days. 14 months later you started communications with customer service and eventually Mr. Namnum indicating dissatisfaction, centered mostly on the price differential when compared to online travel agencies.
Although you refund requested was long overdue and that based on your written commitment (our contract) the company incurred in all the expenses associated with the sale including taxes, registration, fees and commissions, in an effort to solve the situation instead of sending your account to delinquent collections and the possible negative effect that may have on your credit history, we accepted your cancelation request and agreed on a refund amount
We mailed you a standard disclosure document which you declined to sign. We tried our best to make things happen, but you walked away promising to do your best to tarnish our reputation on line.
In regard to your constant statements that Mr. Namnum lied to you. What Mr. Namnum said regarding refund was that if you found, in one particular holiday you wished to book, a better price for a comparable holiday, he would refund you right there and then, both examples that you sent in did not meet that criteria.
We do our best to fix things; give a good service and find a middle ground, what we can't and won't accept is unreasonable blackmail. We have more than 24,000 happy families that speak on our behalf. We work day after day to serve them and provide them with exceptional vacation experiences.
We create ample channels for our members to communicate their issues, giving us an opportunity to fix them. We are believers of open communication; we strongly believe in our product and have nothing to hide.
Regards,
Ignaura Tejeda Solimán
Social Media Coordinator & Community Manager
which we will never get back. They wrote that they gave us taxi tickets but we didn't take them because we had rented a car. 