II-Getaway Unit Type/Size not available at Check In

[Mr. Vker]

So, this was a first for us in 11 years using II for getaways of exchanges. We checked into to Hacienda Encantada on Saturday (Cabo). We had 1 2BR full unit with LR, kitchen etc. We paid to add the 8th night as a standard hotel reservation. The manager comes over and says the unit we have through II is unavailable and they have us in a "family suite". That's two lockoffs that connect-no common area. They are overbooked. Initially, I said "This is a getaway. Paid $1400. We want the room we paid for..." He then offers to give us all inclusive for the week for free. Four adults. This also includes the property restaurants at the marina. We took that.

My question is this. What if we had held firm to our room type on this getaway or even an exchange? What is the property's responsibility? How about II? Do they get involved? We are coming back here in June with extended family including kids and will need the space. (I already let the mgr know this.)

 

[tashamen]

My question is this. What if we had held firm to our room type on this getaway or even an exchange? What is the property's responsibility? How about II? Do they get involved?

Every II confirmation, whether for an exchange or Getaway, has this on the first page:

"For check-in assistance, address your concerns with the Front Desk staff. If necessary, call your home or destination office number below within 24 hours of arrival at the resort.
305-668-3411 / 877-700-1154
Monday-Friday 9 am-11 pm,
Saturday 10 am-8 pm, Sunday & Holidays 10 am-6 pm."

I'm not sure what II could/would have done, but I would have called them on arrival. You should still let them know about this, even though you negotiated something you can live with.

 

[pedro47]

So, this was a first for us in 11 years using II for getaways of exchanges. We checked into to Hacienda Encantada on Saturday (Cabo). We had 1 2BR full unit with LR, kitchen etc. We paid to add the 8th night as a standard hotel reservation. The manager comes over and says the unit we have through II is unavailable and they have us in a "family suite". That's two lockoffs that connect-no common area. They are overbooked. Initially, I said "This is a getaway. Paid $1400. We want the room we paid for..." He then offers to give us all inclusive for the week for free. Four adults. This also includes the property restaurants at the marina. We took that.

My question is this. What if we had held firm to our room type on this getaway or even an exchange? What is the property's responsibility? How about II? Do they get involved? We are coming back here in June with extended family including kids and will need the space. (I already let the mgr know this.)

Sounds liked you rec'd a better deal from the manager. I personally liked the all inclusive meal deal for the week + the marina and all restaurants on the property. Can you add up this deal and check back with us later during the week?

Have you had a chance to compare your package from II with the package you rec'd from the manager?

Please enjoy your eight (8) nights of vacation.

 

[Saintsfanfl]

I can see this happening on a getaway due to mismanagement but it should never happen on an exchange. A getaway can be the property listed a week on II for "rent" but an exchange is an owned unit where II holds the rights.

This is no excuse but when a property allows cancellations with little to no penalty it gives management motivation to overbook. Then when too many show up whoever shows up last can get the short straw.

I agree with pedro47. I think the OP got a pretty sweet deal.

 

[Mr. Vker]

Sounds liked you rec'd a better deal from the manager. I personally liked the all inclusive meal deal for the week + the marina and all restaurants on the property. Can you add up this deal and check back with us later during the week?

Have you had a chance to compare your package from II with the package you rec'd from the manager?

Please enjoy your eight (8) nights of vacation.

The LOWEST price we were offered before arrival for II was $85/day. So 4 adults * 7 * $85 = $2385.00 (The eighth night doesn't apply as it wasn't part of the issue.)

I do think we received an excellent arrangement.