I'll be interested in hearing what they have to say. You clearly asked for three resorts on the beach and what they offered is a resort that is off the beach. What is the point of taking the time to research resorts if they are just going to confirm you in whatever resort they feel like confirming you in to?
As an aside, I like the in-town location of Cabo Beach Villas but I have seen multiple reviews that state that exchangers are not given decent room locations unless they agree to sit through a presentation. No big surprise there, but too bad as the views from that place can be stunning.
The saga continues but this is what has happened so far:
I elevated this issue to a Customer Service Supervisor who was none too happy to have to deal with this issue. It took multiple calls to get them to respond; each time I had to go thru the introductory rep, explain the story ad nauseum, and wait on interminable holds.
I didn't have a supervisor call me back for 5 days . When I suggested I was promised a 24-48 hour return call, I was told that they were shorthanded and most supervisory personnel were sick or out of the country so the timing of this return call was the best she could do! I responded that II raises their membership and exchange fees like clockwork and since I pay "premium" prices I expect "premium" customer service. If II has a staffing problem they should rectify it internally but business is business and they should not be using it as an excuse for anything. As a previous poster suggested, the customer service at II leaves a lot to be desired.
The supervisor insisted on explaining how the "system" worked in excruciating detail; this despite the fact that I mentioned my ten year membership in II and my familiarity with the process. It was patronizing and I told her I needed to get to the issue: How this this happen and how could I be assured it would not happen again?
She did acknowledge that it was a manual confirmation which I suspected since there is no way the computer could have matched such disparate resort codes. I asked if she could see what happened (on their internal system) and she immediately fell back on the explanation that a) this was not her department; b) she had no access to the information I was seeking; and c) since the exchange was reversed, what was the point of all this?
My response was that I found the whole process very disturbing; what was the point of Request First if an employee could arbitrarily confirm me to an unwanted property. I wanted to know what happened and to be confident it had been addressed and could never happen again. I further added that II should have an overriding interest in getting to the bottom of this (even without my complaint) as this action was so clearly out of guidelines.
I was finally told that she would contact the appropriate department and attempt to speak to the supervisor. I wasn't promised any feedback until I insisted that I wanted some sort of explanation and closure; she suggested she would get back to me in a few days. This last part was done in a grudging manner.
Of course this has morphed into a matter of principle at this point. I will update if I find out any more.