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

[ondeadlin Junior Member Find all posts View Profile Close ondeadlin]

There's no way II could know.

You certainly deserve an apology from the resort, but beyond that, I'm not sure what they could do for you.

This is the kind of issue that's best served by a bad II evaluation and moving on.

[CMF Member Find all posts View Profile Close CMF]

Hello?!

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.

OK - I really wanted to avoid this.

Stuff happens - I know, I know, I know.

I was in the restaurant business for 13 years - I know stuff happens, but we always made it right whether or not an act of God. We take something off the check, free desert, remake the dish or drink, etc.

For what it's worth, the deal I asked for was this. I'd call the resort on a Thursday or Friday to see it they were booked for the weekend and I'd drive down for a two night stay if they had an empty two bedroom. This was a once shot deal. And again, the manager said OK at first then said ooops you are not an owner - so sorry Charlie.

Charles

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

Since that is a resort amenity, Interval is not responsible for it. If they chose to do so they could "make nice" with you, but they are under no obligation to do so.

Although you believe that the lack of a heated pool is a major problem, the resort does not. This is not unusual. I used to be an owner at Summer Bay Las Vegas. It has something like seven or nine pools. Its a large campus. At one time three of them were down due to cracks in them, etc. It took several months to fix them, because it was a major undertaking, and costly.

Fern

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.

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

This is clearly a resort issue that should be addressed by the resort and your comments on the comment card should reflect your opinion of the resort for not having a working pool.

II has no role in it. If they do something for you, it's going beyond the call of duty. It doesn't hurt to ask, but don't hold it against them if they do nothing.

What I don't understand is why the resort said it was an II issue that they didn't have the pool heater working. That doesn't make any sense at all. There is something that I am missing here.

[CMF Member Find all posts View Profile Close CMF]

No cheese at the cheese shop.

"If they chose to do so they could "make nice" with you, but they are under no obligation to do so.

Although you believe that the lack of a heated pool is a major problem, the resort does not. This is not unusual. I used to be an owner at Summer Bay Las Vegas. It has something like seven or nine pools. Its a large campus. At one time three of them were down due to cracks in them, etc. It took several months to fix them, because it was a major undertaking, and costly." Fern

Remember this bit from Monty Python:

Monty Python's Flying Circus - "Cheese Shop"

We spend about 50% of our vacation time at the pool. No outdoor heated pool in cool weather is the same as no cheese at the cheese shop for my family.

Charles

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

For what it's worth, the deal I asked for was this. I'd call the resort on a Thursday or Friday to see it they were booked for the weekend and I'd drive down for a two night stay if they had an empty two bedroom. This was a once shot deal. And again, the manager said OK at first then said ooops you are not an owner - so sorry Charlie.

Charles

I'd probably give the same answer as the resort manager. They were attempting to go above and beyond for an owner. You are not an owner there, so they didn't give you the extra favor. I find that totally appropriate.

[CMF Member Find all posts View Profile Close CMF]

Not missing anything Mr. BB.

What I don't understand is why the resort said it was an II issue that they didn't have the pool heater working. That doesn't make any sense at all. There is something that I am missing here.

The resort said it was an II issue because I traded in through II and I was not a Fairfield owner. A large part of the reason why this is frustrating me is that it does not make sense.

Here is the full text of the e-mail from the resort manager:

"There seems to some confusion regarding our last conversation. I explained to you during our last conversation that because you are not a Wyndham owner I am unable to comp you a 2 night stay at Governor's Green. As a member of II it is at the discretion of II to comp you for any complaints you may have regarding your exchange visit. I was unable to reach Elena but I did speak to another customer service rep, Marva and explained the situation to her. I informed her that the outdoor pool was not heated 2-3 days of your visit as a result of maintenance problems and that it was repaired and working properly on the 3rd day. I also advised her that the indoor pool was operative, heated and available during your entire stay. She assured me that your file was being noted.


Respectfully,
Sharolyn Forbes"

Charles

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

"If they chose to do so they could "make nice" with you, but they are under no obligation to do so.

Although you believe that the lack of a heated pool is a major problem, the resort does not. This is not unusual. I used to be an owner at Summer Bay Las Vegas. It has something like seven or nine pools. Its a large campus. At one time three of them were down due to cracks in them, etc. It took several months to fix them, because it was a major undertaking, and costly." Fern

Remember this bit from Monty Python:

Monty Python's Flying Circus - "Cheese Shop"

We spend about 50% of our vacation time at the pool. No outdoor heated pool in cool weather is the same as no cheese at the cheese shop for my family.

Charles

But, II and the resort have committed to you accommodations in a working unit. If you had the wrong size unit or the unit was not workable due to plumbing or something like that, I can see why you would be entitled to some type of remuneration.

Here is the analogy that the Resort and II probably took away. You went into a cheese shop. They gave you cheese and you claim to not have received cheese because they didn't give you napkins since they ran out. You like a clean face since 50% of the time you spend in cheese shops is with a clean face. Since you couldn't have a clean face the whole time you were there, you claim to have gotten no cheese or subpar cheese. The resort and II believe you got the cheese you traded for.

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

From what I've read so far, if anyone is on the hook it is the resort. The resort, in this case, has chosen to do nothing for you, and it is clear that this is so because you are an exchanger, not an owner. Sending you to II is just hoping that you'll go away.

Ding the resort on your comment card and move on. That's probably the only satisfaction you are going to get, rightly or wrongly. Reading between the lines, it appears that the resort manager has decided that you are more trouble than you are worth. That may not be the way you would run your business, but it is apparently the way that this resort manager runs his/hers.

If you really want to push it, push up the chain to whomever you'd imagine that the resort's manager reports to---that could be the resort HOA, or it could be (and more likely is) WVO corporate. I think you've gotten as far as your going to get with the resort itself.

[CMF Member Find all posts View Profile Close CMF]

And does this make sense?

I'd probably give the same answer as the resort manager. They were attempting to go above and beyond for an owner. You are not an owner there, so they didn't give you the extra favor. I find that totally appropriate.

First of all, I don't accept the premise that this is "above and beyond."

Wyndham has a line of people at this resort collecting checks for attending presentations in the sales boiler room and they have no problem writing checks all day. But, they will not invite someone to come down when they have an empty room to make them happy? Bad business I say.

A common refrain from the customer service side of business is that a customer that has a good experience will tell one or two people. On the other hand, a customer that has a bad experience will tell a hundred.

Let me tell you a story that I've repeated to hundreds of people:

I stayed at the Jefferson Hotel for a few months while on assignment in Richmond, Virginia. Everyday, housekeeping would turn down the bed and lay a robe out. The robe did not fit and I returned it to the closet. After a couple of days I stopped by the front desk and ask them to ask housekeeping not to put my robe out because it was too small. The next day I found a brand new XXL robe in my bed that the hotel went out and purchased especially for me. That is customer service!

I'll tell you another story.

I was one of the Chefs at the 21 Club in Manhattan many years ago and we did everything for our customers. On one occasion someone called from Texas and asked us to prepare one of our signature dishes for a party the next day. The order was for 400. We prepared it, put it on a plane and flew it to Texas. Sinatra always had his halved and seeded hot cherry peppers waiting for him at the table before he arrived. We always had sweetbreads in stock in case Walter Conkrite stopped by. The head of CBS at the time always had a special chair waiting for him, etc, etc, etc. Why were these people regulars at 21' when the food at other NY restaurants was better? Because of how they were treated by the staff.

Charles

[CMF Member Find all posts View Profile Close CMF]

Bad anology.

Here is the analogy that the Resort and II probably took away. You went into a cheese shop. They gave you cheese and you claim to not have received cheese because they didn't give you napkins since they ran out. You like a clean face since 50% of the time you spend in cheese shops is with a clean face. Since you couldn't have a clean face the whole time you were there, you claim to have gotten no cheese or subpar cheese. The resort and II believe you got the cheese you traded for.

I did get sub par cheese: stinky, small, swimming pool, vs large, not stinky, outdoor pool with a view of a beautiful blue sky.

Charles

[CMF Member Find all posts View Profile Close CMF]

This is done.

If you really want to push it, push up the chain to whomever you'd imagine that the resort's manager reports to---that could be the resort HOA, or it could be (and more likely is) WVO corporate. I think you've gotten as far as your going to get with the resort itself.

I am now dealing with Wyndham corporate.

Charles

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

Good luck. Wyndham Corporate has little to do with the operation of an individual resort that is under the "control" of a POA. Likewise, the fact that they have a sales department onsite with Wyndham staffers does not make this an Wyndham issue. When they (Wyndham) do their sales packages, those guests rarely stay on property and are instead sent off to some local hotel. Most TS developers/sales departments do it that way. (We just did a BlueGreen "package" and they put us up at a Radisson hotel in town, probably 10 miles from the resort.)

It is a shame that the pool was not in working order, but I don't think the lack of an ammenity is grounds for such a frackus. It happens all the time . . . things happen in spite the best of intentions of property management and staff. What would you do if you rented an apartment specifically because they have a nice indoor pool but the first month you live there, the pool is out of service for whatever reason? Would you expect your apartment complex to pay for you (and every other resident) to have a pool pass for the week at the local YMCA? Probably isn't going to happen, sorry.

Best wishes in trying to find some amicable solution to your obvious displeasure in this experience.

[CMF Member Find all posts View Profile Close CMF]

I don't care anymore . . .

. . . why you ask?

Because I just found that my II ongoing request pulled a Marriott, Ocean Front, 3 bedroom, Summer, Hilton Head week.

Any-who, the subject is not dead and I will continue to deal with Fairfield/Wyndham until I get bored with the matter. Poor customer service is a pet-peeve - - everyone needs a hobby


Until we meet again!

Ciao,
Charles

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

Outstanding on your upcoming exchange . . . and by the way . . . lousy customer service is also a pet peeve of mine too. In fact, I always tell those who work for me that I am a very high maintenance customer and make no apologies for it. If I as a member or customer will not be happy with, why should our organization expect that others would be?? I rarely experience "knock your socks off service" but when it happens, it is a pleasant surprise. The book of the same name should be mandatory reading for anyone who works with customers, members, etc.

Have a great day!