Customer Service???

[Andar]

Last year we went on a tour of Timber Lodge in Tahoe. We live 3 hours away so it is a property that continued to interest us -no we did not buy. HOWEVER, my hubby did a "try it" type deal where he made a reservation for this summer. One reason he did, was his neice was suppose to get married in Tahoe this summer. So he paid over a thousand dollars for a one bedroom unit. Fast forward to this summer, yep you got it, no wedding, and we are in the middle of a move. Not a good time for us.

We called to see about RESCHEDULING it. We were told we could, but oops no days left in our "window" They could book one in a couple of weeks for us. When I asked if it was a 1 bdrm was told, no a studio. DH had paid $300 more for a one bedroom. He asked if he would get a refund. No, it was all non-refundable. Not only that, but since we wanted to reschedule outside of our "window" it would cost us $50. more.

I think that was the end of our interest in owning at Timber Lodge. We will just rent from the long list of available units on II.

Any suggestions on how we should have handled it?

 

[dioxide45]

Last year we went on a tour of Timber Lodge in Tahoe. We live 3 hours away so it is a property that continued to interest us -no we did not buy. HOWEVER, my hubby did a "try it" type deal where he made a reservation for this summer. One reason he did, was his neice was suppose to get married in Tahoe this summer. So he paid over a thousand dollars for a one bedroom unit. Fast forward to this summer, yep you got it, no wedding, and we are in the middle of a move. Not a good time for us.

We called to see about RESCHEDULING it. We were told we could, but oops no days left in our "window" They could book one in a couple of weeks for us. When I asked if it was a 1 bdrm was told, no a studio. DH had paid $300 more for a one bedroom. He asked if he would get a refund. No, it was all non-refundable. Not only that, but since we wanted to reschedule outside of our "window" it would cost us $50. more.

I think that was the end of our interest in owning at Timber Lodge. We will just rent from the long list of available units on II.

Any suggestions on how we should have handled it?

We purchases one of these for MGV when we went in 2005. We found it way over priced as compared to offers made on the open market. THey hope that you will put the amount of the package towards a new purchase. So they think they have you hooked. The amount we saved on purchasing resale more than covered the cost of the package.

 

[LUVourMarriotts]

After we purchased our first Marriott week, we put my parents on the friend-share program so they could get a nice weekend. It was something like $299 for 3 nights. When they received the call, they were told they had to decide yes or no for going, but not decide the actual dates. They decided yes, and were immediately charged the $299. In the end, that ended up being a busy summer for my parents so they were never able to get a valid check-in date within the "acceptable period" that Marriott set. After 2 or 3 calls and chats with customer service managers, she got her money back. Marriott had told my mom that she could not get any money back. But in the end, she did.

So I guess what I'm saying is, be persistent. If you have to, write some letters. Get the fine print on the "contract" that you agreed to.

 

[Andar]

Thanks, the heck of it is -we really did want to stay in a unit and see how we liked it. We were only asking that we postpone the trip and sales presentation. We had already paid for it.

I would have thought that since they had a potential owner they would have been more flexible. I don't know when corporate America will realize that if they treat customers the way they would want to be treated, they would be ahead of the game.

In contrast, here is an article my friend wrote about our experience with amazing customer service at a grocery store-where I will now be a customer for life:
http://donigreenberg.com/2008/07/28/shock-and-awe-customer-service/

 

[davidvel]

Not to be cynical, but if the $1000 seemed worth it to book the week, adding $50 more (5%) to extend the "window" and not lose your $1000 seems like the better alternative.

 

[Andar]

That is what we did (add $50.00 more) but we also lost $300 we paid for a one bedroom and had to accept a studio unit.
My point was I thought that if they couldn't be flexible for re-booking for one week to potential buyers, they were not providing reasonable customer service.

It just left a bad impression of their sales staff (but then I guess I shouldn't have expected reasonable treatment).

 

[CATBinCO]

Find the Director of Guest Services (or equivalent). He/she has the ability to override lots of things the normal Customer Service reps deny. When I've had issues staying at our T/S, I got the email address, sent her a polite, factual, this-is-what-happened email with a simple request of what I wanted, and I did get it ultimately. What kinds of things? upgraded from studio to 1 bdrm and a repeat trip (1 night's stay free). This is our T/S that is about 2 1/2 hrs from us, so similar to yours and we would be considered 'locals'.

 

[Big Matt]

They'll give you a 1BR. That's what you paid for. Just be persistent. You can complain through your credit card company if they don't deliver on the original offer.

That is what we did (add $50.00 more) but we also lost $300 we paid for a one bedroom and had to accept a studio unit.
My point was I thought that if they couldn't be flexible for re-booking for one week to potential buyers, they were not providing reasonable customer service.

It just left a bad impression of their sales staff (but then I guess I shouldn't have expected reasonable treatment).

 

[Andar]

THANKS everyone!
I called back guest services and it was immediately confirmed into a 1 bedroom. Your feedback gave me the courage to call and ask for the change.

 

[Quimby4]

THANKS everyone!
I called back guest services and it was immediately confirmed into a 1 bedroom. Your feedback gave me the courage to call and ask for the change.

Yea!!! A happy ending!!!

Hopefully we'll see a Trip Report after you return. We are going to try to get into Tahoe Summer 2009 and can't decide between Marriott's, Tahoe Beach Resort or Hyatt High Sierra.

Have a great time!!