[update] DAE fixed this

[ace2000]

Good news, heard from Brandon at DAE. They are refunding my exchange fee, giving me back my week, and extending the time I can use it.

Good for you and good for DAE... I'm glad it worked out for you.

 

[presley]

Good news, heard from Brandon at DAE. They are refunding my exchange fee, giving me back my week, and extending the time I can use it.

That is great! Hopefully, the can ding the "resort" somehow.

 

[Ask DAE]

We are very sorry for all the inconvenience to Pat & Ronald.

We want to extent our sincere apologies to Pat & Ronald for all the inconvenience caused and for spoiling their week away. Unfortunately we're not able to go back in time and correct the situation, but we can do much better for Pat & Ronald next time. With any sort of problem like this, even when it comes to situations or events outside of our control, we will always do our best to accommodate our members expectations and level of satisfaction with their timeshare product and the services we offer to add value and benefit. Pat did leave a message after hours, but didn't call the emergency number so of course we were not aware of the situation until we came into the office this morning (Monday). We recognize that everyone's expectations and opinions of resorts can vary considerably. What is good for one person, doesn't necessarily suit another. We do always recommend that members do a bit of research for themselves before accepting an exchange, or bonus or rental, to ascertain if the resort will suit their personal needs and expectations.

What we can advise is that following Pat & Ronald's experiences, we have already in contact directly with the resort, and plan to touch base later today with the Management company this resort falls under the control of and see what they have to say. If immediate improvements can't be made, then we may need to pull the resort from our services. Issues to do with cleanliness are easy to address, but more major issues that require substantial funds for refurbishment comes down to the HOA and the owners and what they are prepared to do to keep their resort up to date for the enjoyment of themselves and all guests who stay.

So to end, DAE will continue to provide the widest possible choice of exchange properties and make them available to our global members to chose what will make their vacation live up to their expectations. And above all, we will continue to try our hardest to provide great customer service.

Francis Taylor
CEO

 

[rapmarks]

I did not hear an emergency number. We did ask twice if we could be moved, and we called the number on the management company's website, where a very nice lady told me that people who could deal with it wouldn't be there til Monday.
I sent Brandon a few pictures, but they don't convey how dark and dreary, and just plain odd the room was. In addition the slanted ceiling, starting at 7 feet and going down to six feet, and the floors being uneven, and the kind of musty odor didn't help

 

[Passepartout]

I did not hear an emergency number. We did ask twice if we could be moved, and we called the number on the management company's website, where a very nice lady told me that people who could deal with it wouldn't be there til Monday.
I sent Brandon a few pictures, but they don't convey how dark and dreary, and just plain odd the room was. In addition the slanted ceiling, starting at 7 feet and going down to six feet, and the floors being uneven, and the kind of musty odor didn't help
View attachment 2376

Boy, that IS odd. Wonder how they attached the furniture to the ceiling? I'd want outta there too. It ain't normal regardless of how it smelled.

Jim

 

[rapmarks]

Boy, that IS odd. Wonder how they attached the furniture to the ceiling? I'd want outta there too. It ain't normal regardless of how it smelled.

Jim

the picture looks upside down but when you click on it it is right side up.

and did I also mention the trespasser. they gave us his booking photo from the police department and if we saw him we were to call the police immediately. the stairs came up right past our window, so we had to keep the curtains closed.

 

[silentg]

Good news, heard from Brandon at DAE. They are refunding my exchange fee, giving me back my week, and extending the time I can use it.

Now that's great! Next question where do you want to go next?

 

[Sugarcubesea]

We want to extent our sincere apologies to Pat & Ronald for all the inconvenience caused and for spoiling their week away. Unfortunately we're not able to go back in time and correct the situation, but we can do much better for Pat & Ronald next time. With any sort of problem like this, even when it comes to situations or events outside of our control, we will always do our best to accommodate our members expectations and level of satisfaction with their timeshare product and the services we offer to add value and benefit. Pat did leave a message after hours, but didn't call the emergency number so of course we were not aware of the situation until we came into the office this morning (Monday). We recognize that everyone's expectations and opinions of resorts can vary considerably. What is good for one person, doesn't necessarily suit another. We do always recommend that members do a bit of research for themselves before accepting an exchange, or bonus or rental, to ascertain if the resort will suit their personal needs and expectations.

What we can advise is that following Pat & Ronald's experiences, we have already in contact directly with the resort, and plan to touch base later today with the Management company this resort falls under the control of and see what they have to say. If immediate improvements can't be made, then we may need to pull the resort from our services. Issues to do with cleanliness are easy to address, but more major issues that require substantial funds for refurbishment comes down to the HOA and the owners and what they are prepared to do to keep their resort up to date for the enjoyment of themselves and all guests who stay.

So to end, DAE will continue to provide the widest possible choice of exchange properties and make them available to our global members to chose what will make their vacation live up to their expectations. And above all, we will continue to try our hardest to provide great customer service.

Francis Taylor
CEO

I'm very impressed that you came on here to address this situation...

 

[DeniseM]

For future reference, if you call the DAE 800 number, it asks you to select "9" for their after hours emergency number.

 

[Karen G]

Glad to hear the situation was resolved to your satisfaction. Good job DAE.

 

[TUGBrian]

I'm very impressed that you came on here to address this situation...

DAE has supported TUG for a very long time and we welcome their personalized presence here!

its great when our members support them back!

 

[rapmarks]

For future reference, if you call the DAE 800 number, it asks you to select "9" for their after hours emergency number.

boy am I sorry i went to the leave a message feature and didn't continue listening.
But we made the decision that we were too uncomfortable there to stay for the week, and we don't regret the decision. chances were pretty slim on finding something open during a holiday week.