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RCI Exchange Cancelled for Sunday

Discussion in 'Exchanging' started by dogfeet, Aug 8, 2018.

  1. dogfeet

    dogfeet TUG Member

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    I got a call and e-mail from RCI today indicating that they needed to cancel my exchange for this coming Sunday at Meadow Lake Resort in Kalispell, MT. This is in the Glacier Park area of Montana. They offered to instead rent for me a 2 bedroom in Kalispell through Home/Away. I took them up on the offer, because I have non-refundable plane tickets. However, I am ticked at RCI.

    Why? 1) This reservation was made on August 20,2016, almost 2 years ago and they wait until 4 days before to cancel it. 2) I had contact with the resort yesterday to request an upper floor room and that request was granted. They said nothing about a problem with my reservation 3) RCI could have offered me more options. For instance, let me pick the property I wanted through Home/Away or offer me cash or something.

    My conversation with RCI about this matter is not finished. Any input in what you would say to them?

    Thanks,

    dogfeet
     
    mpumilia likes this.
  2. Jan M.

    Jan M. TUG Member

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    I would want to know how many other people had their reservations cancelled. If there were at least several others that would indicate the resort had a bigger problem than they could handle on such short notice and might change my feelings about the situation. With some resorts you get the unit you booked, no chance of a change to a different unit, and other resorts assign the units. But you said you contacted the resort yesterday to request an upper floor unit and the request was granted so that indicates to me that they assign the units. Unless everyone else in the same size unit you have is a fixed week owner staying in their unit then I would think the fact that your reservation being made 2 years ago would give you precedence over anyone else whose reservation was made later than yours.

    They might be willing to give you your points or TPU's back and even refund the exchange fee. It doesn't hurt to ask.
     
    dogfeet likes this.
  3. Panina

    Panina TUG Review Crew: Expert TUG Member

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    Did you push them upfront that you wanted choice or were you told it is this or nothing.

    At minimal, for your inconvenience and not getting what you traded for, I would request your tpu's back and trade fee.

    If it was this or nothing I would push them for additional compensation.
     
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  4. dogfeet

    dogfeet TUG Member

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    I had little time to deal with this when this came up this morning as I soon had to leave for a meeting. It was clear that the Meadow Lake exchange was no longer available and I was given one option. I was also irritated that they acted as if they were doing me a favor by the fact that they were paying for this rental. Although the rental is nice, it is a downgrade as there is no pool. I realize that this is a high demand area with not a lot of availability. This is why I made this exchange two years ago. I am planning on talking to them about my TPU's and exchange fee.

    Jan, I was also going to ask how many other people were cancelled, if any. I don't believe I received a good answer of why this was cancelled.
     
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  5. Corinne

    Corinne TUG Member

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    I've had RCI cancel a few timeshare exchanges on me over the years, mostly exchanges in Europe. Most were last minute (weeks out) but never just 4 days. That's tough. Though I had my doubts, RCI always came through with a replacement for us, as good or better than the original exchange. Sometimes I had to push them to get that (for example, to make sure the new unit/resort had the same amenities as the cancelled unit, such as laundry, pool, AC, etc). It was always stressful though, because like you, we had expensive airline tickets as well as lot of other travel plans before and after that couldn't be changed. And sometimes I found out only after logging in and noticing the exchange was cancelled, which is panic inducing. So while I was happy RCI came through, I would have preferred not to have been faced with the situation in the first place.

    I was never successful in negotiating for additional compensation. Maybe I'm just not a good negotiator. I wish you luck.

    Corinne
     
    dogfeet likes this.
  6. mdurette

    mdurette TUG Member

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    Wow - the whole situation would royally tick me off! That is crazy that you just talked to the resort and they had your reservation! I wonder since it is within the Platinum upgrade time that their system accidently upgraded someone to your unit and that is how it got taken away from you.

    Personally, I would call the resort and see if you can find out anything from them. You never know, maybe the unit all of a sudden had an issue...water damage, small fire, etc.

    I would be asking RCI for my TPUs back assuming that week cost a few.
     
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  7. dogfeet

    dogfeet TUG Member

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    According to further conversations with RCI this evening, they are now saying that this unit was somehow deposited twice, thus overbooked. My question back to them, which was not yet answered, was why my reservation was the one which was cancelled, especially since my reservation went back to August 2016.

    This is the 2nd time this year that I have had a problem with a reservation, the first one was more minor but still unnecessary.
     
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  8. Laurie

    Laurie TUG Review Crew: Rookie TUG Member

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    I'm shocked they offered to pay for a rental for you. Some years ago, they cancelled several of mine (all in Europe), and never offered to pay for a rental, not even when I told them that there was something in their own rental inventory I would gladly accept. They didn't always come up with anything satisfactory at all, and I had to go find my own rental replacements. Like Corinne, some I only discovered when I logged in and noticed the exchanges were gone.

    How do you feel about being in Kalispell? We've exchanged into Meadow Lake primarily to go to Glacier, and that's about as far as I'd hope to be from Glacier if that's the main purpose of your trip.

    I would push for your #3 if still time, that you get to pick the property - if there's anything closer you can find at this stage.

    Sorry this happened to you, I'd be ticked off too (understatement).
     
    dogfeet likes this.
  9. silentg

    silentg TUG Review Crew: Expert TUG Member

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    Did RCI say why they canceled?
     
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  10. dogfeet

    dogfeet TUG Member

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    Laurie

    We also exchanged into Meadow Lake to go to Glacier. I would like to be closer than Kalispell, but it will work for a first trip. If I go again, probably would stay both on the east and west sides of Glacier and use non timeshare options.
     
  11. dogfeet

    dogfeet TUG Member

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    Silent G - Their story, at least tonight, is that somehow a week got deposited twice into the RCI system and thus was double booked.
     
  12. klpca

    klpca TUG Review Crew: Veteran TUG Member

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    Since this was completely their problem, I would definitely ask for your exchange fee and TPU's to be returned. If you cancelled 4 days before the check in date they would have no problem keeping your TPU's and exchange fee. Not to mention that although they offered a replacement, it's not really comparable. There's no pool and it's not in the same location. I would love to know how it got this late in the process before it was noticed.
     
  13. mpumilia

    mpumilia TUG Review Crew: Veteran TUG Member

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    OMG. BS! I would be so angry! But like you said- what can you do about it now? You have everything else booked and planned. Definitely get back all your TPU's and fees and so on.
     
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  14. dogfeet

    dogfeet TUG Member

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    I go on to RCI this morning and there is a unit listed for my same date at this same resort. So, I booked it. I think it likely is the same unit, but not really available. Now I am curious what they are going to say to me. The incompetence of RCI is amazing.
     
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  15. mdurette

    mdurette TUG Member

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    That is NUTS!!!
     
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  16. Panina

    Panina TUG Review Crew: Expert TUG Member

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    This I have to hear. Get to the highest supervisor you can get.
     
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  17. klpca

    klpca TUG Review Crew: Veteran TUG Member

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    The plot thickens. If it *is* their system, someone in reservations (or whatever the department is called) is going to have a heart attack when they try to process this. Let us know what happens. This is most interesting.
     
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  18. silentg

    silentg TUG Review Crew: Expert TUG Member

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    So you must had had to pay another exchange fee? Every Saturday night RCI is updating their system, how come they have so many computer problems?
     
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  19. dogfeet

    dogfeet TUG Member

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    I talked to RCI again. However, the specialist I talked to yesterday is not in today, so will wait until tomorrow to talk more to her. Basically, they said that this reservation will also likely be cancelled. At the very least I kept some other person from getting a bogus reservation.

    Also, I talked to the resort and they said they knew about this problem a couple of weeks ago. So why RCI waits to deal with this until 4 days before is beyond me.
     
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  20. Panina

    Panina TUG Review Crew: Expert TUG Member

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    Is the specialist a higher supervisor? Being the specialist was not in today, and no guarantee will be in tomorrow I would have asked to speak to the specialists supervisor. You need someone high to get compensation.
     
  21. JohnPaul

    JohnPaul TUG Review Crew: Expert TUG Member

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    I had a problem with my reservation for next February and it seemed to be a team dedicated to resolving these problems with more senior staff assigned as specialists.

    I wasn't happy but got an ok replacement and got my exchange fees waived.
     
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  22. dogfeet

    dogfeet TUG Member

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    It is beyond frustrating to deal with the people at RCI. This is what I ended up with after more conversations. On the good side of things 1) A decent place to stay. 2) Refunded exchange fee and TPU. This is what I am still unhappy about 1) Having no choice in what rental was provided for me and that rental being a downgrade from what I traded into 2) RCI being unwilling to provide anythng for my time and hassles. They refused to give me any further compensation. 3) Getting no real answer as to why my exchange was cancelled, other than being due to overbooking. Yet, this reservation was made in August of 2016. 4) Getting no answer as to why they waited so long to inform me when the resort knew a problem existed for some time.

    I am going to let this be for now, but plan on further contact with RCI once I return from vacation.

    In the midst of these dumb conversations, one person from RCI actually asked me if I wanted to deposit my summer Michigan week for next year.
     
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  23. Laurie

    Laurie TUG Review Crew: Rookie TUG Member

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    If they're paying for your replacement plus refunding your original exchange fee and TPU's, at least you're coming out ahead of where other RCI members have in the past. I doubt you'll get a reasonable, acceptable explanation but I'm pulling for you. Lots of incompetence at RCI. It's time to start packing, enjoy your trip and don't let them ruin it for you.
     
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  24. Panina

    Panina TUG Review Crew: Expert TUG Member

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    Elevate higher. You had plane tickets, you were stuck with whatever they offered. On top of that you were able to book again. You saved them a headache with someone else. Was this trade connected from a mini system? If yes, I would call them too.
     
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  25. dukebigtom

    dukebigtom Tug Review Crew: Rookie TUG Member

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    I'd be pushing this as far up the ladder as possible and I'd seek not only my TPUs and exchange fees, but additional compensation of some sort for their mistake and the stress they caused you.

    BigTom
     
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