Who is resonsible for responding to complaints of exchanger? Resort or Exchange Co.?

[CMF Member Find all posts View Profile Close CMF]

I had a problem at a Wyndham/Fairfield resort during my exchanged stay. W/F says, take it up with II. II says, take it up with W/F.

I've asked W/F for a written statement that attributes responsibility to II - no dice so far.

Charles

[Keitht Super Moderator Find all posts View Profile Close Keitht]

I would think your contract is with II and therefore it should be their responsibility to sort things out for you. I'm assuming you tried to sort things with the resort while you were there?

[CMF Member Find all posts View Profile Close CMF]

I did try to resolve the issue with the resort while there.

Keith, part of the frustration here is that neither II or the resort is willing to say something a kin to we understand your complaint but we are not going to do anything about it. Instead, they are passing the buck to the other side.

I'm wondering if someone is aware of the policy in place but the travel booking agencies, e.g., Travelocity, Expedia, Orbitz, Hotels.com, and the like. If I book a hotel through the site and have a problem during my stay, does the booking agency have responsibility for making it right? What would a booking agency do in instances [these are just random examples] were there is no hot water in the unit, or the phone and television did not work for half of the stay, or the refrigerator, washer, and dryer, etc., did not work?

Charles

[Carolinian Super Moderator Find all posts View Profile Close Carolinian]

I would think the resort would try to help you, to avoid low comment card scores that often result from unhappy exchangers. I have also known exchange companies, at least RCI and DAE Europe, to arrange alternate accomodations when there is a major problem.

[BoardGirl Senior Member Find all posts View Profile Close BoardGirl]

Depends on the nature of the problem.

An overbooking situation or not getting the type of unit booked, this could be a shared responsibility or the fault of one or the other, or a system glitch.

Keep pounding on doors - someone has to answer.

[BocaBum99 Super Moderator Find all posts View Profile Close BocaBum99]

I think it depends on the issue.

The exchange company is only responsible for getting you the accommodations your were told you would get when you accepted the exchange. It needs to meet the unit type spec they committed when you made the exchange. I believe their obligation is met when you check in.

If there is an issue at the resort, like plumbing, it's the resort that owns the issue.

What was your issue?

[TimeshareVon Senior Member Find all posts View Profile Close TimeshareVon]

I had a problem at a Wyndham/Fairfield resort during my exchanged stay. W/F says, take it up with II. II says, take it up with W/F.

I've asked W/F for a written statement that attributes responsibility to II - no dice so far.

Charles

If your issue is with a closed swimming pool, as an example, that would be a resort issue. If however, your issue is the fact that you reserved a 2BR unit and was only given a 1BR unit, that is probably an exchange company issue.

Without more details, it's impossible to really help you.

[CMF Member Find all posts View Profile Close CMF]

OK - let's go with closed pool.

If your issue is with a closed swimming pool, as an example, that would be a resort issue. If however, your issue is the fact that you reserved a 2BR unit and was only given a 1BR unit, that is probably an exchange company issue.

Without more details, it's impossible to really help you.

Let's say the pool is closed, or the TVs don't work, for example. I think it will be fairly easy to reach a consensus that this is the resorts responsibility. However, the resort denies it has any responsibility and puts the burden on II. Do the resorts and or exchange companies have anything in writing that spells this out? Or do they just make it up as they go along? I'd rather be told "go away, we don't care about your crummy complaint and are not about to do anything about it" than be a ping-pong messenger in an argument between the two companies.

Charles

[GrayFal Silver Contributor and supermoderator Find all posts View Profile Close GrayFal]

If your issue is with a closed swimming pool, as an example, that would be a resort issue. If however, your issue is the fact that you reserved a 2BR unit and was only given a 1BR unit, that is probably an exchange company issue.

Without more details, it's impossible to really help you.

Let's say the pool is closed, or the TVs don't work, for example. I think it will be fairly easy to reach a consensus that this is the resorts responsibility. However, the resort denies it has any responsibility and puts the burden on II. Do the resorts and or exchange companies have anything in writing that spells this out? Or do they just make it up as they go along? I'd rather be told "go away, we don't care about your crummy complaint and are not about to do anything about it" than be a ping-pong messenger in an argument between the two companies.

Charles

Without more details, it is impossible to help you

[BocaBum99 Super Moderator Find all posts View Profile Close BocaBum99]

Let's say the pool is closed, or the TVs don't work, for example. I think it will be fairly easy to reach a consensus that this is the resorts responsibility. However, the resort denies it has any responsibility and puts the burden on II. Do the resorts and or exchange companies have anything in writing that spells this out? Or do they just make it up as they go along? I'd rather be told "go away, we don't care about your crummy complaint and are not about to do anything about it" than be a ping-pong messenger in an argument between the two companies.

Charles

Since you won't tell us what your issue is, we can't help you anymore than we already have.

We have provided you with enough information to answer your own question, though.

Maybe you aren't getting an answer from either the resort or II because you are being as vague with them as you are with us.

[CMF Member Find all posts View Profile Close CMF]

Uncle!

Since you won't tell us what your issue is, we can't help you anymore than we already have.

We have provided you with enough information to answer your own question, though.

Maybe you aren't getting an answer from either the resort or II because you are being as vague with them as you are with us.

I don't think this makes a wit of difference what so ever but here it is:

The pool heater was closed for half our stay at the resort and the outdoor pool was unusable - nobody was in it. I really don't want to get into a debate as to whether or not this is a meritorious complaint. That is not the issue. For arguments sake, just image a situation where you get to the resort and something that you called the resort to verify before making the reservation was in place and they told you yes "we have X." It could be anything, a kids playground for the young ones to use, a VCR to record your shows, Wifi access, you name it, but you counted on it when making the reservation. Then you get to the resort and the thing is broken.

Now, the question is still the same: is/are there documents that spell out who is responsible for an exchanging guest complaint? Or do they make it up as they go along? No one that I've contacted has stood up and told me that this is a frivolous complaint and I am not asking this group to judge the merits of the complaint. All I've been told is that it's the other parties problem.

I hope this is clear enough.

Charles

[JudyS Senior Member Find all posts View Profile Close JudyS]

I'd say this is the resort's issue.

[CMF Member Find all posts View Profile Close CMF]

Getting Hot Now.

I'd say this is the resort's issue.

And another thing - the resort manager promised to make it right, but later found out that I was a lowlife exchanger and said there was nothing she could do for me

Charles

[joycapecod Silver Contributor Find all posts View Profile Close joycapecod]

Charles,

I would contact Interval International and explain the situation. You made the reservation based on the fact that the pool would be operational. It appears that the resort has two pools; it also sounds like there is an outdoor and an indoor pool. The heater being broken on the indoor pool...am I correct, and the outdoor pool being too cold to use.

Based on the information provided by Interval you confirmed the exchange. You did not receive the product that you contracted for and want renumeration, what ever that may be.

You need to have in your mind what you want done before making the call. Do you want a refund of your exchange fee? Do you want your week back to exchange again? Do you want a comp week or a Flex Change certificate? Know what you are going to request and then make your call. Interval will likely tell you that you should have called when the problem first arose, but you did not until after the fact, so how bad was it really (in the eyes of Interval).

Anyhow, were it me, I would start with the exchange company as that was where your contract lie.

Joy

[Sydney Contributor - Bronze Find all posts View Profile Close Sydney]

How was Interval to know that the pool heater would be broken, or the resort for that matter? It's not a frivolous complaint but unfortunately, stuff like this happens. Who can make amends? Does amends need to be made? No wonder no one is owning it. There was no way either Interval or the resort could help it.