kinghuang
TUG Member
I've always had difficulty communicating with DAE Thailand, but my emails with them over the past week have been absolutely insane. They've somehow taken my request to double-check the AI fee at Grand Oasis Sens as instructions to cancel the exchange I made for Azul Fives months ago! 
It all started last week when I emailed Grand Oasis Sens to confirm the AI fee for two adults, after seeing the property listed on the DAE website.
The resort forwarded my email to DAE, and I got this response.
Children? Grand Oasis Sens is clearly an adult-only resort on both DAE's resort page and the resort's site.
So, DAE Thailand asks me to wait, then comes back with a long explanation about 2-bedroom units.
And, tells me the AI fee is $192/person/night (more than double what the DAE website says), and to contact the resort for details (which is how this all started).
At this point, it's already been a few days, and I'm starting to get frustrated. I ask to confirm that they are saying the fee is more than double.
DAE Thailand comes back with more information about 2-bedroom units. I have no idea where this is coming from. DAE doesn't even list any 2-bedroom units available for exchange at Grand Oasis Sens.
I decided to give up at this point, and just email the resort again.
Meanwhile, DAE continues with more confusion!
Now, I'm really confused. I haven't made any booking at Grand Oasis Sens, and I have no idea what this new agent is offering to cancel. Since it's 1 AM for me, I just sent this in response.
Seven hours later, I wake up to find they've canceled the exchange I made for Azul Fives!
WTF!?! How did my request for information for Grand Oasis Sens get interpreted as cancelling an exchange I did months ago at a totally different property and month?!? 
[deleted]
It all started last week when I emailed Grand Oasis Sens to confirm the AI fee for two adults, after seeing the property listed on the DAE website.

King Chung Huang said:Hi,
I’m looking at doing an exchange to Grand Oasis Sens this fall in October to November. Can you confirm what the all-inclusive fee for two adults would be? DAE shows US$190/night.
Thanks,
King Chung Huang
The resort forwarded my email to DAE, and I got this response.
DAE Thailand said:Dear Member,
I got this forwarded e-mail under the attention. Could you please inform the age of your child?
I will rehcekc with USA office about the all inclusives.
Regards,
(name #1 removed)
Children? Grand Oasis Sens is clearly an adult-only resort on both DAE's resort page and the resort's site.
King Chung Huang said:Hi, I’m asking for 2 adults at Oasis Sens, no children. I believe Oasis Sens is an adult-only property?
Thanks,
King
So, DAE Thailand asks me to wait, then comes back with a long explanation about 2-bedroom units.
At this point, it's already been a few days, and I'm starting to get frustrated. I ask to confirm that they are saying the fee is more than double.
King Chung Huang said:I’m very confused by this whole chain of emails. I only asked the resort to verify the AI fee for 2 adults. I don’t understand why you (DAE) then followed up asking me about the number of children, giving me the requirements of 2-bedroom units, and suggesting I contact the resort for details of the AI fees? Asking the resort for details is how this started!
Am I to understand from you that the AI fee is $192/person per day, more than double the $190 for two people per day specified on DAE’s website?
King Chung Huang
DAE Thailand comes back with more information about 2-bedroom units. I have no idea where this is coming from. DAE doesn't even list any 2-bedroom units available for exchange at Grand Oasis Sens.
DAE Thailand said:Dear Member,
According to this all 2 bedroom units must have a minimum of 4 adults staying in the unit. We do have this reservation marked as 4 adults will be traveling. If there is not 4 adults traveling, the guests will still have to pay the AI fee for 4 adults.
You need to pay for 4 Adults.
Nov 1 - Dec 22: $192 this is per person per day fee. For more specific questions regarding AI fees, the guest would need to contact the resort as they do not provide us with detailed information for these fees.
Then you need to pay 192 USD per person per day fee.
Regards,
(name #1 removed)
I decided to give up at this point, and just email the resort again.
King Chung Huang said:I don’t understand this insistence on telling me about 2-bedroom units. I did not ask for information about a 2-bedroom unit, nor are there any 2-bedroom units available for exchange! The site lists HR/2 units available, which is what I based my question on. And, I still don’t understand why the quoted fee is more than double the fee on the website.
I will attempt to follow up with the resort, as I originally did.
King Chung Huang
King Chung Huang said:Hi,
Can you please verify the all-inclusive rate at Grand Oasis Sens in a HR/2 unit for 2 adults? I do not understand why my original request to you was forwarded to DAE. They are now instructing me to follow up with the resort for details.
DAE’s website says the AI fee is US$190/night for 2 adults. DAE's representative (see email chain) is saying it is US$192/night per person (more than double). What is the actual AI fee for 2 adults in October or November at Grand Oasis Sens in a HR/2 unit for 2 adults?
Sincerely,
King Chung Huang
Meanwhile, DAE continues with more confusion!
DAE Thailand said:Dear King Chung Huang
Thank you for your email.
As I check from our history, we found that you request book 2bedroom / 4 +2 pax (You can see more information in the file : Bonus Week Booking P5065689)
Note:
1. we don't have any unit available for HR/2 unit for 2 adults as your request.
2. According to this all 2 bedroom units must have a minimum of 4 adults staying in the unit. We do have this reservation marked as 4 adults will be traveling. If there is not 4 adults traveling, the guests will still have to pay the AI fee for 4 adults. You need to pay for 4 Adults. Then you need to pay 192 USD per person per day fee.
From all information above, I will cancel and refund the booking fee to you (USD153.3). If you not accept to pay extra charge for 4 adults so please cancel booking with us within 27 Aug 2015. If so we understand that you accept to pay the fee directly with resort. After 27 Aug 2015, this booking can't change and non refundable anymore.
Best Regards
(name #2 removed)
Now, I'm really confused. I haven't made any booking at Grand Oasis Sens, and I have no idea what this new agent is offering to cancel. Since it's 1 AM for me, I just sent this in response.
King Chung Huang said:What? No! I simply asked for the AI fees for 2 adults at Grand Oasis Sens. What booking fee are you referring to? What are you offering to cancel? I don't understand why a
2 bedroom unit keeps being brought up! The DAE site clearly shows only HR/2 units at Grand Oasis Sens. Why is this so difficult?
King Chung Huang
Sent from my iPhone
Seven hours later, I wake up to find they've canceled the exchange I made for Azul Fives!
DAE Thailand said:Dear King Chung Huang
Be informed that normally we will not refundable booking fee for all bonus week. But this case we give you as special as you misunderstand our resort information. So we will cancel this booking for you and refund money back to you. Because your booking is “Azul Fives a Gourmet Inclusive Hotel / 2 Bedroom unit on 14 – 21 Nov 2015” The condition of this resort is “2 bedroom units must have a minimum of 4 adults staying in the unit. We do have this reservation marked as 4 adults will be traveling. If there is not 4 adults traveling, the guests will still have to pay the AI fee for 4 adults. You need to pay for 4 Adults. Then you need to pay 192 USD per person per day fee.” Although, you have 2 adults but if you not cancel booking so you must pay fee for 4 adults. You must pay directly with resort because this is resort’s fee, not DAE fee.
Note : The DAE site clearly shows only HR/2 units at Grand Oasis Sens, I’m not sure where do you find this resort as I not found any unit as you inform.
However, for avoid the problem you can cancel “Azul Fives a Gourmet Inclusive Hotel / 2 Bedroom unit on 14 – 21 Nov 2015”, and then you can consider another unit on DAE website later. If you not cancel so this is mean you willing to pay the extra fee for 4 adults when you check in.
Best Regards
(name #2 removed)
[deleted]
King Chung Huang said:Why is my booking at Azul Fives being brought into this? At no point have I asked for anything related to my existing booking at Azul Fives, nor for you to cancel this booking. I only asked for you to confirm what the AI rate at Grand Oasis Sens would be for 2 adults!
Do not cancel my exchange for Azul Fives.
King Chung Huang
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