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I am Disappointed Exchange Unit Dirty at High End Captiva Resort

Panina

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Whereas the management here was not responsive as they should be and the front desk is not helpful at all this is a nice place that even with all my aggravation I might give it another chance in the future as my past visits were good.

I did speak with Mark at Interval and he already got in touch with the resort. A little birdie saw my post here on tug. I forwarded some of my pictures to him. II did right by me by giving me a gratis of one of my trade fees. I did not ask for anything. My reason to contact II was so somewhere there is a history of issues. Nothing changes unless you try to do something. Sometimes it helps, sometimes it doesn’t but if you don’t try nothing will change. Bottom line Interval International rocks.
 

WinniWoman

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Management just sucks. I had water pouring out of the shower door and told them. A couple of hours later heard nothing. Tried calling the maintenance department, answering machine, left message, no call back. Tried calling management again, answering machine. Actually got help from housekeeping. The manager there was able to tell me everyone was out on lunch but he got management and they will follow up and call me, no call. Asked that they call me before someone come, they show up at the door.

Funny story. Yesterday I heard banging that I though was a hammer for a long time. . This morning I heard it again for a long time. Finally got up to figure out where it was coming from. The next building adjacent to me, on the overhand, a woodpecker created a hole and I saw him go in. At least his job is finished and no more hammering.

Wow. LOL! You just can't make this stuff up. Me- I would never go back there again.
 

geist1223

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Several years ago we stayed at WMSP Coffs Harbour in Australia with some friends for a week. We were very disappointed in the condition of the Unit. It turned out they were about 5 years past the time to Update the Condos. We first contacted Owner Care WMTC and got no response. So we then contacted both BOD's - WMSP and WMTC. This time we did get a response. They returned all our Points, apologized, and instituted a Policy to warn anyone that made a Reservation about the condition of the Units.
 

silentg

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Sorry to hear that!

Our place at South Seas this past Dec was absolutely spotless (unlike the timeshare the following week at Ft Myers Beach). So the cleanliness problem isn't resort-wide, but maybe lack of responsiveness is.
Can I ask what resort in Ft Myers Beach? We stayed at Tropical Sands and it was wonderful.
 

Laurie

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Can I ask what resort in Ft Myers Beach? We stayed at Tropical Sands and it was wonderful.
It was Mariner's Boat House. Not as bad as what Panina is describing, but the bedroom had a giant diagonally striped wall mirrors right next to the bed - the kind that's supposed to make the room seem bigger - and the whole surface looked like it hadn't been dusted in many months. I didn't bother complaining, probably I should have notified the desk - nor did I bother cleaning it myself. (I still enjoyed our stay, for view and location.)
 

Panina

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Wow. LOL! You just can't make this stuff up. Me- I would never go back there again.
It is just such a nice resort. Once a problem I try again , twice a problem never again, third time I only can blame myself for going back.
 

silentg

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Hope you took pictures - Tell them you will post these disgusting photos on Trip Advisor unless they compensate you for cleaning your own villa in some way.

I have been is some places that were not cleaned the best but funniest one was WorldMark Pine Top. I start dishwasher and water goes every were around the door of unit. I call front desk maintenance guys shows up and said damn not another one. They had just fired a cleaning lady because she was lowering all the dishwasher doors and standing on them to put dishes in the cabinets and spring the doors of dishwashers in the process. Maintenance had it changed in about an hour.

At Reunion outside of Orlando, I go in my unit to find a toddler in the unit, with a Thomas the Train shirt on. I look all over and don't see anyone appearing to be missing a kid I knock on doors around our unit. Not their kid. We left our unit main door open in hopes some parent would see it and stop by. I am on the phone with the sheriff department when the mom finally shows up. I still am not sure how he got in the room unless he some how walked in their when the cleaning lady was in their.
Scary, where was the mother?
 

breezez

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Scary, where was the mother?
This was my thought at the time. Expected a frantic mother to be looking around for him. But didn’t see anyone. We left door open and then called front desk who thought we were joking then called Orange County Sheriff’s office.

While I was talking with dispatch mom finally shows up saying they had been looking for him over a hour. But they were not frantic like you would have expected.
 

Jan M.

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This was my thought at the time. Expected a frantic mother to be looking around for him. But didn’t see anyone. We left door open and then called front desk who thought we were joking then called Orange County Sheriff’s office.

While I was talking with dispatch mom finally shows up saying they had been looking for him over a hour. But they were not frantic like you would have expected.
After that length of time I would expected frantic, bordering on hysterical. Most people would have been on the phone to resort security after 15 minutes, 20 minutes tops, of not being able to find their child. If anything had happened to the child how would you explain to the police that you hadn't notified anyone that your child was missing. Did you ever find out if they were guests or if it was a housekeeping staff member who didn't want her bosses to find out she brought her child to work?

Thirty years ago when our son was just a little over two years old he got down off a moving four child carousel in a McDonald's play area and disappeared in the time it took me to walk just the 8-9 steps to retrieve my purse which was lying on our table. He took off for the carousel as soon as I got him out of the high chair and I was worried he would try to get on it while it was moving and get hurt so didn't take the time to grab my purse before chasing after him. I had specifically told him not to try to get down on his own before I went over to our table to grab my purse. He was off that moving carousel, out into the main part of the restaurant then out into the mall that fast. It was fairly busy at lunch time so it wasn't easy to try to spot a small child with the number of people. As soon as I couldn't find him anywhere in the main part of the McDonalds I found a security person right outside the McDonalds. Only a few minutes had passed by that time but I was frantic because one of the entrances to the mall wasn't far from the McDonalds. I'm envisioning someone abducting him. The security guard immediately put out the call that a child was missing. Within no more than a couple of minutes the head of security showed up. They asked what he was wearing and how long I had really left him. I showed them where our table was with the remnants of our meal and our jackets. They really didn't believe that in those few steps when my back was turned he could have climbed down from the moving carousel and disappeared that quickly. At this point I could barely breathe I was so scared. To make matters worse my husband had been working out of town for several months and was only home for all of 48 hours on the weekends. This was before cellphones so it wouldn't have been easy to reach him. As they were escorting me to the office the call came that a child had been located. I'm praying that it's him but the head of security wasn't certain because of where this child had been found. Think of the mall as a cross with the McDonalds in one of the arms. He had gone back to the center, clear down to the base of the cross and was playing in the fountain in front of the Penneys at that end. The missing child call goes out to the stores and the woman who took the call in one of them saw him there by himself and took him to the information desk. So not only did he run off, he then went with a complete stranger. As we got closer I can see that it is definitely him sitting on the counter of the information desk happy as can be with everyone paying attention to him. As soon as he spotted me coming he immediately started calling out "I'm sorry Mommy" as he knew what he had done was wrong. That made the head of security and other guard escorting me crack up laughing and the head of security apologized for not believing me about how quickly he had disappeared. In that moment I truly knew the meaning of the phrase "weak with relief". I remember the head of security asking me if I needed to sit down for a minute. Thirty years later and I still remember this vividly. How was this woman not frantic?
 

pedro47

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Panina, suggestion only I would write a review with photos to II and HGVC Corporate detailing your timeshare stay with all the names of the employees at these resort.

Please write a TUG Review.

Good luck.
 

breezez

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After that length of time I would expected frantic, bordering on hysterical. Most people would have been on the phone to resort security after 15 minutes, 20 minutes tops, of not being able to find their child. If anything had happened to the child how would you explain to the police that you hadn't notified anyone that your child was missing. Did you ever find out if they were guests or if it was a housekeeping staff member who didn't want her bosses to find out she brought her child to work?

Thirty years ago when our son was just a little over two years old he got down off a moving four child carousel in a McDonald's play area and disappeared in the time it took me to walk just the 8-9 steps to retrieve my purse which was lying on our table. He took off for the carousel as soon as I got him out of the high chair and I was worried he would try to get on it while it was moving and get hurt so didn't take the time to grab my purse before chasing after him. I had specifically told him not to try to get down on his own before I went over to our table to grab my purse. He was off that moving carousel, out into the main part of the restaurant then out into the mall that fast. It was fairly busy at lunch time so it wasn't easy to try to spot a small child with the number of people. As soon as I couldn't find him anywhere in the main part of the McDonalds I found a security person right outside the McDonalds. Only a few minutes had passed by that time but I was frantic because one of the entrances to the mall wasn't far from the McDonalds. I'm envisioning someone abducting him. The security guard immediately put out the call that a child was missing. Within no more than a couple of minutes the head of security showed up. They asked what he was wearing and how long I had really left him. I showed them where our table was with the remnants of our meal and our jackets. They really didn't believe that in those few steps when my back was turned he could have climbed down from the moving carousel and disappeared that quickly. At this point I could barely breathe I was so scared. To make matters worse my husband had been working out of town for several months and was only home for all of 48 hours on the weekends. This was before cellphones so it wouldn't have been easy to reach him. As they were escorting me to the office the call came that a child had been located. I'm praying that it's him but the head of security wasn't certain because of where this child had been found. Think of the mall as a cross with the McDonalds in one of the arms. He had gone back to the center, clear down to the base of the cross and was playing in the fountain in front of the Penneys at that end. The missing child call goes out to the stores and the woman who took the call in one of them saw him there by himself and took him to the information desk. So not only did he run off, he then went with a complete stranger. As we got closer I can see that it is definitely him sitting on the counter of the information desk happy as can be with everyone paying attention to him. As soon as he spotted me coming he immediately started calling out "I'm sorry Mommy" as he knew what he had done was wrong. That made the head of security and other guard escorting me crack up laughing and the head of security apologized for not believing me about how quickly he had disappeared. In that moment I truly knew the meaning of the phrase "weak with relief". I remember the head of security asking me if I needed to sit down for a minute. Thirty years later and I still remember this vividly. How was this woman not frantic?
It was a guest. They were having a family get together at pool area behind unit. He had wondered off with out anyone noticing.
 

Larry M

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Panina
  1. Why not simply send a link to this thread to HGVC? That will not only inform them of the problems but let them know that lots of people are learning about it.
  2. Given all the food and crumbs you found, it's surprising that you weren't plagued with ants for the week.
Larry
 

Panina

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Panina
  1. Why not simply send a link to this thread to HGVC? That will not only inform them of the problems but let them know that lots of people are learning about it.
  2. Given all the food and crumbs you found, it's surprising that you weren't plagued with ants for the week.
Larry
I will send an email to hgvc this week as you suggest. Aside from the uncleanliness as it could have been a one time issue, the lack of managements responsiveness and being they never even followed up to see how things were just do not live up to hgvc standards.

I am currently at another hgvc affiliate this week Eagles Nest on Marco Island. What a difference in a great way.
 

amycurl

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I really hope the acquisition of II by MVW will not change the culture of II, and that we don't lose Mark as a contact. I've never needed to contact him, but I have been very impressed by II. I have been tempted to advocate that our resort become dual-affiliated, and II has showered the HOA board to help ensure that it doesn't happen. If the culture of II changes significantly, it would make it the decision to dual-affiliate easier.
 

Panina

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I really hope the acquisition of II by MVW will not change the culture of II, and that we don't lose Mark as a contact. I've never needed to contact him, but I have been very impressed by II. I have been tempted to advocate that our resort become dual-affiliated, and II has showered the HOA board to help ensure that it doesn't happen. If the culture of II changes significantly, it would make it the decision to dual-affiliate easier.
That is why I wrote the email with Tugger comments to Mark’s boss. I wanted them to know how valuable we feel Mark is to II and our Tug community. The sad part is Mark’s boss never acknowledged getting it. I hope he acknowledged Mark and didn’t ignore it.
 

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I was so looking forward to this week. I traded into it over a year ago. Getting a prime winter week was a treat. I arrived a day late to South Seas as my prior week overlapped.

I am resting now before continuing to clean the unit. It was disgusting. Only once before in all my years of timesharing was a room this dirty. The difference was the other timeshare sent a cleaning crew to the unit at 9 pm at night. Here the front desk told me there was nothing they could do as it was a timeshare and they could connect me to the voicemail of the management company but someone probably wouldn’t get back to me today as they left a few minutes ago at 4:30. What happens if there is a real emergency? So I decided to just clean it myself, I always have cleaners with me.

There was hair in the bathroom sink. The faucet had toothpaste on it and the drains had that pink junk on it. The shower had this large brown stain and black particles on the floor tile. The stove top was dirty. There were hairs and dirt in the kitchen cutlery tray. There were crumbs, big ones too, on the counters and the paper towel came up with black dirt. Some of dishes were dirty, put them as usual in the dishwasher, still have to check the pots. The tea kettle was rusted. The sliding glass doors were streaked with a oily film. The baseboards were dusty with grime. All of this was easily seen and got cleaned with my cleaning. Of course I cleaned everything else. What surprised me were the floors were clean, that is usually where the problems is.

I am tired now and disappointed. I will follow up with the management company. I will also let II know. I took pictures thanks to my other half. I was cleaning awhile and when he got up from his nap he said take pictures, there was still enough dirt to take photos of. Even though I traded through II this is an hgvc affiliate and being an hgvc owner a unit shouldn’t be this way but more importantly you should have a way to contact management. Thinking now I should have called hgvc as I am a member, they might have been able to contact management.

Please post your experience at Tripadvisor. com and everywhere else you can think of so other travelers can take advantage of things like this before they book. I always search all reviews available because I have found that there are problems to be found at many hotels and resorts. If you do check Tripadvisor for this resort you will see a number of bad reviews for this resort.
 

lockewong

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I am so sorry your experienced that situation. Hope your stay in San Marco Island is relaxing. You are a trooper. I would never go back. At the very least, I would send a Certified letter the the CEO of the management company and HGVC, The Certified letter would allow you to track it if you requested a Return Receipt to make sure they received it. I second the post to Trip Advisor with pictures. Hope you enjoy the rest of your Winter excursion.
 

Panina

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Just sent my email with pictures to hgvc asking to know who it will be handling.
 

Panina

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Follow up
I sent my pictures and letter through the hgvc portal. I initially got one of those canned letters stating it would be forwarded to the right people. Of course I replied to that.

Yesterday I finally got a response from the main manager who I had no access to before. II was pro active and forwarded everything to their contact at the resort before I contacted hgvc. I decided to contact hgvc as I heard nothing from the resort after II forwarded my pictures and issues. The letter I received said he was responding to my hgvc correspondence so kudos to hgvc to deal with this even though I did not get this week from my hgvc points account but a II trade.

The letter was lengthy and I believe the deficiencies will be addressed. My goal was met. I asked for nothing and to my surprised they deposited a substitute week into my II account. Not sure how well it will trade as it is the lowest tdi week but it really doesn’t matter whether I use it or not. The thought was nice and I finally got to the person that can fix the problems.

I had a bunch of requests in for Captiva that I removed because I felt to ignore my correspondence just would set me up for a bad experience again. I will add them back in and give it another chance as now I have a contact.
 

pedro47

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Panina, thanks for posting and good luck. At least now your written complaint is on file with II and HGVC. All written complaint should results in some form of corrective actions IMHO.:thumbup:
 

lockewong

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Just sent my email with pictures to hgvc asking to know who it will be handling.
HGVC is very good once the right person can respond to the issues. Congrats. Hopefully, Captiva will be somewhat responsive.
 

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Who do we get a hold of at HGVC about a complaint.
My wife and I were stuck on an elevator for 90 minutes at the Tortuga Beach Club on Sanibel Island. We received no help from the office after hour numbers or the security guard. It was 100 degrees outside and hotter in the elevator. Finally we communicated with our friends that were with us that had taken the steps to call 911. My wife was laying down in the elevator, not doing very well and the fire department had a hard time finding where to shut down the elevator and/or electricity. Finally they were able to force the doors open. My wife was not doing very well, the paramedic checking her pulse wanted to take us to the hospital. She spent the next few days in bed at the resort. This happened Sunday and on Thursday the resort finally called and asked if we were OK. All the emergency phone numbers in the booklet in the room did no good. Our friends either had left messages or no one picked up. The phone line in the elevator finally responded and said they might have someone there in an hour. I felt bad that the fire department had to come with there big hook & ladder truck but very grateful for there help in getting us out. Tortuga Beach Club is affiliated with Hilton and they need to come up with a better emergency system for a resort being 24/7 a week place. I sent an email to all the office personal & board of directors explaining our fiasco. Not that we were asking for a monetary refund but just to acknowledge that they had a problem with there emergency call response system and need to do something about it. This happened September 9, 2018 and to this date we have not heard back from Tortuga Beach Club or Hilton. It was a trade with II and even II's customer service was surprised that Tortuga was not offering anything or commenting.
We Like Sanibel but will never stay at the Tortuga Beach Club or probably any HGVC affiliate resort.
 

SmithOp

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Sorry to hear about your experience. Here is contact info:

Club Member Services

PHONE NUMBER LOCATION
800-932-4482 From U.S. and Canada
+65-6324-9449 Asia / Pacific
+44-845-608-6385 From Europe
+1 407-613-3141 Worldwide
Other Club Member Services Contact Methods

Email
input@hgvc.com


Sent from my iPad using Tapatalk Pro
 

Panina

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When you email them make sure you say you want this elevated to higher management at hgvc as tortuga management has not handled.

I had a trade with II at an affiliate where I had problems but am also a member of hgvc and was happy how hgvc handled once I emailed them.

Who at II have you dealt with. Have you contacted our liaison MarK?

And do not rule out affiliates. Most are runned well and worth visiting. Seems more that the person on call that night was not doing their job.
 

cbs2

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Thanks you for the replies on our Tortuga Beach Club elevator incident. I have sent an email of to input@HGVC.com.
At II we dealt with Richard and Charlie in Customer Service. They were surprised that Tortuga Beach Club and not offered anything..
Will see if I get a response from HGVC.
thanks again
 
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