Moved from Royal Islander/Caribbean to Royal Mayan

[ailin]

I already posted this on timeshareforums, but just in case anyone is keeping track, Royal Resorts did not honor the resort on our confirmation either.

We had a reservation through SFX and were told that we would be at either Royal Islander or Royal Caribbean, but we wouldn't find out which until check-in. This was fine with me since all units at both have oceanviews. While arranging a tour with Thomas Moore, the rep asked which resort we were at. Since I didn't know yet, he looked into it and told me that we'd been assigned to the Club International! I immediately called SFX, they got back to me the next day and told me that we'd been moved to the Royal Mayan due to overbooking. This was somewhat better, but I was still disappointed since not all units at the Royal Mayan have oceanviews. For this reason I specifically left out the Royal Mayan on my exchange request list.

We ended up with an unit that had an obstructed oceanview one level below pool level. The way the buildings are placed, I think we would have had a much better chance of a better view at either the Islander or Caribbean.

I'm glad at least I happened to find out about it beforehand though, instead of being surprised at check-in! We were originally going to send friends instead of going ourselves, boy, would I have felt bad that this happened!

 

[doggiesdad]

This makes no sense

When you are confirm into a Royal Resort you are given a specific unit number (even though under thier new policy they do not have to honor that unit number). You were not given one. This would indicate that they (SFX) were not certain at all as to where you would be placed. Without a specific Villa number they could not have ever known you would be at the Caribbean or the Islander or any other Royal Resort. They had to wait for a villa to come available to ensure you a place at the Royals. They did not have one and apparently the first available one was at VCI (regarless of what they told you in your confirmation). The mistake was compounded by thier suspect explanation to you. You are choosing to believe them when they say the Royals caused the problem. Anyone familiar with the format of exchange confirmations at the Royals know this is the case. It is more likely that they made an honest mistake and got caught up in it. I spoke with SFX and asked them if they trade in rental or excess inventory and they told me that they only deal with specific units deposited by owners. If that is the case then they wouldn't send you to Cancun without knowing what resort they were sending you to. That is what they told me. Feel free to call them to see what they tell you. If SFX has Get-Aways like II or RCI I can see where problems could arise just like it has with other trading companys but this does not sound like that.


Mike

 

[tonyg]

Mike, this is not the way things should be done. I can only suggest that anyone that is moved from one resort to another should complain vigorously to the exchange company and the Royals. The resort evaluation should be all negative and I would also suggest a 0 rating for the resort. What will be next, bribes for better units ?

 

[doggiesdad]

Mike, this is not the way things should be done. I can only suggest that anyone that is moved from one resort to another should complain vigorously to the exchange company and the Royals. The resort evaluation should be all negative and I would also suggest a 0 rating for the resort. What will be next, bribes for better units ?

Tony,
Please read my responce in the other thread. I don't know how to link it but if an administrator would add that link to this post it would be appreciated. The two posts are essentially dealing with the same subject or variations of it. The thread is in this Mexico board and it involves the Royals switching a traders resort.

 

[JEFF H]

When you are confirm into a Royal Resort you are given a specific unit number (even though under thier new policy they do not have to honor that unit number). Mike

Not exactly true,
I have personally received Royal Sands confirmations thru Interval International that showed TBA, to be assigned at check-in.
Royals do this with Developer units that they deposit but are not sure what specific unit may be available at check-in
The Written confirmations I have received from II for the Royals over the last Two years have not shown any unit number on them.
I have been able to look online or call II and get a unit number but was informed by the II rep the number is for tracking only and may or may not be the unit assigned at check-in.
SFX is known to go thru many different channels to get units and we have no idea how they obtained the unit in this specific case or what specific resort commitment they were given.

Being a small community I find it more than little disturbing when two recent TUG exchange guests have experienced these same types of problems at the Royals.
We have come to expect this kind of behavior from Mayan Palace and Palace resorts but not the Royals Resorts.

 

[pacheco18]

I just helped a good friend of mine do her first exchange request through II and she wanted only the Royal Sands. She got confirmation of her exchange a few days later and the confirmation has a unit number assignment.

 

[doggiesdad]

They are not the same

Jeff,

You are correct that developer units are not assigned until arrival. That is more than likely at the heart of these problems. Human error is the most likely culprit in both incident. None the less I would point out that these two incidents you are talking about were not the same. They may appear to resemble each other but a carefull reading of them will show that they do in fact differ.

In the one case the origional poster (GreyFal) was switched from the Sands to the Islander even though they had specific confirmation for the Sands with an assigned unit. That poster, upon arrival in Cancun, was not given the resort promised. I will accept that this was the fault of the Royals though anytime a third party (II) is involved I'm not so certain it was nessesarily the Resort that caused the problem. Also that reservation was made 2 years prior to arrival and 2 years is a long time. Plenty of time for a problem to be created.

The other poster (Ailin) had a "promise" of one of two resorts from SFX (Caribbean or Islander). The mistake was not the Royals. They did not give the poster any confirmation. The mistake was clearly on the part of SFX and they corrected thier own error before the poster went to Cancun. When he arrived in Cancun he got precisely what he was promised (a unit at the Royal Mayan as confirmed through SFX). He knew he was going to the Mayan and he had the opportunity to refuse that resort trade prior to departure for Cancun.

The two are clearly different and in no way would indicate a "problem with this resort group anymore than it would another resort group.

The Royals (like all large resort groups) handles between 1000 - 1500 Villa transactions each week (week in and week out - year in and year out). It is absolutely inconcievable that they could perform that many transactions without an occasional snafu. No Hotel or Resort in the world could and to expect it is unrealistic. Further, the fact that there are third parties involved (trade companies) add another level of potential human error that makes it even more likely that incidents like this will occasionally happen. You made reference to this very fact in your comments (the human element). I only wish people would approach these types of conversations in a manner that is more realistic and less personal. Life's roads are full of bumps and detours and Vacation Trips are not exempt from these imutable laws.

What is the old saying?

("Stuff" Happens)

Even at great places like the Royals

Mike

 

[JEFF H]

I just helped a good friend of mine do her first exchange request through II and she wanted only the Royal Sands. She got confirmation of her exchange a few days later and the confirmation has a unit number assignment.

It does seem that II is not being consistent in leaving the unit number off the Mailed confirmation. I have had 4 confirmations in the last 2 years with no unit number listed. online however the unit number was available.
In any case the unit number printed on the confirmation or found online is not guaranteed and the resort will decide the assigned the unit at check-in.

In my case two times I received the unit assigned online and two times I received different units at check-in.

 

[JEFF H]

Jeff,
You are correct that developer units are not assigned until arrival. That is more than likely at the heart of these problems. Human error is the most likely culprit in both incident. Mike

Mike,
You do make a good point and I also agree the two incidents could be very different.
I believe at this point we don't have enough Facts and specific details to make a determination on who was at fault.
Let’s just hope it doesn't happen too often in the future.

 

[ailin]

I am a "she"....

I found out we were being moved to the Royal Mayan 2 days before we were leaving, refusing the trade wasn't exactly an option.... The SFX rep who I talked to mentioned that she had other people to call who were also being moved.

I don't know why our reservation was either Islander or Caribbean, I suspect it was some sort of developer week. I was told by Mark, the SFX rep on timeshareforums, that this move was beyond the exchange company's control. I'm not sure why the mistake is clearly SFX's. Royal Resorts could have promised the Islander or Caribbean, but couldn't deliver due to overbooking. The reservation was during spring break after all. I guess I don't know enough about the inner workings of SFX to really know.

If this had been a Mayan Palace reservation through RCI, I would have been somewhat mentally prepared that there might be a switch. That was my only reason for posting, to let people know that this can happen with a Royal Resorts reservation through SFX.

The other poster (Ailin) had a "promise" of one of two resorts from SFX (Caribbean or Islander). The mistake was not the Royals. They did not give the poster any confirmation. The mistake was clearly on the part of SFX and they corrected thier own error before the poster went to Cancun. When he arrived in Cancun he got precisely what he was promised (a unit at the Royal Mayan as confirmed through SFX). He knew he was going to the Mayan and he had the opportunity to refuse that resort trade prior to departure for Cancun.

 

[doggiesdad]

Sorry for the Gender Error

Ailin,
All I can say is oops about the "He" mistake. Please forgive me .

As for the question of who was responsible for the mistake in reservations here is my take on the matter. The promise to be at the Islander or Caribbean was made to you by SFX. While you believe they were conveying a guaranteed Villa at one of those two resorts you really have no way to verify that. They were using developer units and for all you know they were hoping for a good outcome. They had no Villa reserved and could not have been certain about what you would get in Cancun. You were at the mercy of "Run of the House". The only way to have verified it was to call the resort. You accidentally did that defacto by contacting Thomas Moore when you found out the truth. The truth was they had you reserved into VCI. You could have called long before that and you would have known sooner. This is a great example of why people should not rely on the trade companies reservation certificate. I always call the resort to confirm for myself that I am expected at the specific resort and that they have me in thier system with a confirmation number. Ask yourself this simple question. Why is it that you could find out that the Royals had you reserved into VCI but SFX failed to discover this for you. After all, they were the ones promising you something not the Royals. They should have caught this and didn't. So I ask you who was asleep at the wheel? I think it was SFX.

In any event I understand your reasons for posting and I hope you had a great time in Cancun. This is great information. BTW just in case you thinks I am being overly protective of my home resort that is not the case. The Royal Resorts have a great history but even they have made some major mistakes over the years. Later today I will post what happened to my brother and his wife a the Caribbean when they went down to stay in "Thier Villa" during "Thier Week" (with guests) It is unbelievable. Stay tuned. I'll post it this afternoon.


Mike

Mike

 

[ailin]

You could have called long before that and you would have known sooner. This is a great example of why people should not rely on the trade companies reservation certificate. I always call the resort to confirm for myself that I am expected at the specific resort and that they have me in thier system with a confirmation number.

This is great advice and probably should be the take home message for this thread. We had a great time, though I was just a little bit sad when I opened the curtains every morning and couldn't see the ocean....

 

[doggiesdad]

This is great advice and probably should be the take home message for this thread. We had a great time, though I was just a little bit sad when I opened the curtains every morning and couldn't see the ocean....

I was Sad for you! I know the building (F) and you are right about the view or lack therof. I have dreaded getting a trade into that building or the H building at the Mayan. Even the H building has a great night view of the Lagoon and the Hotels. Happy to hear you had a great time.

Mike

 

[jewls]

I have reservations with Royal Carribean Apr. 21-28 that I received just about a year ago. It does not have a room # but I did get one online with II. I think it is a very good room.

Do you suggest I call the Caribbean and ask if this is in fact our room #. Now I am nervous our reservation will have been over booked since it was a year ago. I would love to be moved to the Sands I know that won't happen.

Michele

 

[doggiesdad]

I have reservations with Royal Carribean Apr. 21-28 that I received just about a year ago. It does not have a room # but I did get one online with II. I think it is a very good room.

Do you suggest I call the Caribbean and ask if this is in fact our room #. Now I am nervous our reservation will have been over booked since it was a year ago. I would love to be moved to the Sands I know that won't happen.

Michele

I am confused by your question. First you say you don't have an assigned Villa Number and then it looks as though you are saying that you do have one. Which is it and if you are saying you have an assigned Villa what Villa number is it. Also, is this an II Cetificate or a direct reservation with the Royals?

In general I am saying a person would be wise to always call before traveling to ensure all is well at the other end. After all when we make dinner reservations we call to confirm them and we are just going across town. Why is it when people are traveling to a foreign country they would just assume all is well with thier reservations. Tell us the circumstances of your reservation and I will tell you who to call to verify them.

BTW, I will take the Caribbean over all of them. It is central at the tri-Royals and therefor has access to more restuarants and other resort amenities than at the others (unless you are Spa person). JMO as I understand we all have differing taste.



Mike

 

[TravlGrl]

I just helped a good friend of mine do her first exchange request through II and she wanted only the Royal Sands. She got confirmation of her exchange a few days later and the confirmation has a unit number assignment.

Same for me. My II confirmation has a unit number identified. I did not receive anything in the mail, only my online confirmation which I have since printed out. My exchange request was confirmed this past December 2006 for my stay at the Royal Sands in September 2007. I will be calling them (Royal Sands) to re-confirm everything after reading so many threads about it here. I am a spa person which is why I specifically put in my request for the Sands.

 

[tonyg]

Ailin's trade thru SFX is just another item of proof that it is the Royals messing things up. SFX was on the phone a lot to the Royals trying hard to get a reasonable exchange- II seems to be less concerned. I think the old system worked a lot better and this new aberation will hurt the trading power of the Royals. Perhaps the Royals are just doing this to make ownership look better.

 

[TravlGrl]

Royal Sands does not have my confirmation??

I moved my original post to a different thread.

 

[Ellis2ca]

Ailin's trade thru SFX is just another item of proof that it is the Royals messing things up. SFX was on the phone a lot to the Royals trying hard to get a reasonable exchange- II seems to be less concerned. I think the old system worked a lot better and this new aberation will hurt the trading power of the Royals. Perhaps the Royals are just doing this to make ownership look better.

"proof that it is the Royals messing things up"... ?

"this new aberration will hurt the trading power of the Royals..." ?

Tony, isn't it enough that you gave the Sands a ZERO and knocked it out of its position once? Are you trying to knock the entire Royal Resorts out of their top position in the industry?

Well I think the INDUSTRY knows who is THE BEST, especially now, after all the doubts that there were about residual values ever being honored have been settled.

And I think the 50,000 members know who is the best.

And I think the thousands of persons who have been lucky enough to trade IN to the Royals know who is the best... because THERE AIN'T NO BETTER anywhere else, period. That, not withstanding your ZERO rating for the Royal Sands, with which you made timeshare history. You must be really proud of that "Zero" for the Royal Sands. They certainly deserved a ZERO, because you weren't able to get your seat with a view by the pool, or the restaurant had too many people waiting in line...

I think you're not going to be able to knock the Royals out of Tug Top Ten, but if you do, it is not going to affect my trading power one bit, because Can Cun still has its drawing power, and the Royals still happen to be the best timeshares in Can Cun... so I have lines of people wishing to rent my Villas.

There has never been any complaint filed against any of the Royals with PROFECO, in thirty years... but of course you could convince Ailin to file the first complaint with PROFECO.

I can see it now: "They didn't honor my WISH... I wanted to trade IN to Royal Islander or Royal Caribbean through SFX, and I only got Royal Mayan...
I wanted TUG TOP FIVE and I only got TUG TOP TEN... and I got a Villa without a view..."

Oh, shudder shudder shudder. That is SO TERRIBLE !

Quite honestly, it is difficult to find such a bunch of spoiled brats. You have NOTHING to complain about but you MUST find something to complain about. If you can't hit them directly, then hit them indirectly: complain about SFX or Thomas More, but call it the Royals.

Well, you can't please EVERYBODY ALWAYS. The Royals have the highest customer satisfaction ON PLANET EARTH, but it is not 100%. It is CLOSE to 100%, but it is not 100%. There have been complaints because it rained, or because the beaches are damaged by the hurricane, or because they didn't have a perfect view...

Even I have had a complaint: the week went by too fast and it came to an end too abruptly on Saturday...

But on the other hand, there are MORE COMPLAINTS anywhere else, because the Royals have THE LEAST complaints of any timeshare resorts ON PLANET EARTH (according to customer surveys, etc.)

So if you want to try your luck somewhere else, please do, and don't trade IN to the Royals. I don't CARE AT ALL if you or anybody else doesn't want to trade IN to the Royals, because there are LINES OF PEOPLE BEGGING to rent from me, or trade in through Interval International or R.C.I. ...

And it won't matter if you ever knock them off their pedestal, because for the hundreds of thousands of persons who have BEEN to the Royal Resorts and experienced PERFECTION, who really cares what place they are in, in the TUG TOP TEN, or in Timesharing Today? For me, they are Number One, and they will always be Number One because I have had such a grand time at the Royal Resorts for THIRTY YEARS... You can't change that.

I have been to Disney Vacation Village in Orlando, and it was nice, but they TREATED ME VERY BADLY because I was not an owner... and I can't change that either... And they only cleaned my Villa one day out of five.

And I stayed at Orange Lakes Country Club, and it was nice, but they also only cleaned my Villa one day out of seven.

So I happen to think some things are more important than others, and for me the hospitality that we feel from the white collar employees, and the waiters, and the gardeners, and the maids, and everybody at the Royal Resorts is more important than whether or not the TRAVEL AGENCY is as great as the Royals.

And the fact that my Villa is cleaned every day is more important than if I got Royal Mayan instead of Royal Islander or Royal Caribbean.

I thought I was darn lucky to stay in F-Building recently, and I had a wonderful time at the Royal Mayan, without any view of the ocean at all except a nice garden view.

Ailin, you were not MOVED to Royal Mayan from Royal Islander/Caribbean because you WERE NEVER IN Royal Islander or Caribbean. You should KISS SFX and be thankful that they got you into the Royal Mayan...

You wil be staying at a TUG TOP TEN resort, (No. 9) and you are complaining because you wanted to stay at a TUG TOP EIGHT, or FIVE?

Is that your big complaint? Well... Go Tell it to the Marines!

- Ellis

 

[tonyg]

Eliss, what a prejudicial rant ! You need to get out and visit more resorts. Maybe you and that gal that thought the Mayans were golden should get together and write a book.

 

[Karen G]

Alrighty then . . . I think this thread has run its course. Let's move along.