Royal Resorts did not honor my exchange - sent to Royal Islander from The Sands

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

Royal Resorts did not honor my exchange - sent to Royal Islander from The Sands

--------------------------------------------------------------------------------

Almost 2 years ago I exchanged thru II into the Royal Sands 2/17/07 check-in.
My confirmation said unit 5916.

I arrived on Saturday, took the Thomas Moore transportation to the Sands that I had pre-arranged online before I arrived and attempted to check-in.
The bell people asked what unit I was in and they could not find my (or my DHs) name on the list. Nor did our name appear on the list with our assigned room number
We were directed inside to check-in....where we were told there was a 'mistake'???? and we weren't staying at the Royal Sands. They were very sorry but we were assigned to an oceanfront unit at the Royal Islander.

Huh ????

What kind of mistake was this?
I have my confirmation in hand dated almost 2 years ago....what is the mistake?
While I am having this conversation, my husband overhears the next check-in clerk having the same conversation with another II exchanger ..are we seeing a trend here????
DH went out to grab the luggage before the bellmen put it away and when he asked the young woman stationed there about it and that he needed it back as we were leaving, she said, 'oh, you must be with II'

I am with a group of friends with 4 exchanges total - I am the only one that got KICKED OUT of my exchanged resort but the other 3 are NOT in the units that were on their confirmation.

Obviously the Royals have changed their policy regarding exchanges but it really sucks that they did not notify people prior to check-in.
__________________

I have posted this elsewhere - just wanted to give everyone a heads up!

[Kay H Senior Member Find all posts View Profile Close Kay H]

Oh Pat, what a disappointment! And to be separated from your traveling friends. Sounds like II may be taking lessons from RCI. I hope you are enjoying your trip in spite of the "mixup".

[tonyg Goomba & Super Moderator Find all posts View Profile Close tonyg]

Since hurricane Wilma getting the unit on the confirmation has been iffy, but this is the first I have heard of a resort change. Sounds like you got a better deal to me. I would make it very clear to your concierge that you were thinking about buying a week at the Haciendas, but since they can't even get the reservations straight, you will buy elsewhere. Perhaps with enough complaints and unfavorable comments (say somethig on the comment card too), the Royals will decide that the old way was the way to go. This strategy seems to have worked to get the pools heated.

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

Oh - that's awful. I hope you at least have a decent room at the Royal Islander. I don't understand how they could have a mix-up. If a unit gets deposited, that unit should be available for the exchanger. I hope II doesn't start having the problems that RCI seems to have with the Grand Mayan/Mayan resorts...

[3kids4me Super Moderator and Super Mom Find all posts View Profile Close 3kids4me]

Sorry to hear that Pat...this happened to us last year at the Islander, but we just got a different unit instead. At the time, they told me they were no longer honoring the unit number on the confirmation, but it would have been an even bigger hassle if we had to change resorts, especially from the Sands!

At least you have an oceanfront unit; hope you are enjoying everything else, and have a Banana Monkey for me!

Sharon

[Glitter Brunello Super Moderator Find all posts View Profile Close Glitter Brunello]

Pat,

I am sorry for you only because I know you are traveling with a group... otherwise an OF unit at the Islander wouldn't be so bad And it's true that the Royals have not been honoring unit #s on confirmations, but indeed this resort switcharoo is the first I've heard of at the Royals... what's up with Mexico, anyway... the Mayan resorts/RCI first, now this?

[4ARedOctober Super Moderator Find all posts View Profile Close 4ARedOctober]

Wow....things keep trending toward the bad with these exchange companies and timesharing in general. I am so sorry to hear about your challenge. Please enjoy your oceanfront unit and your vacation.

[tonyg Goomba & Super Moderator Find all posts View Profile Close tonyg]

This time I think the Royals are to blame and not II. The system worked great and everybody got the unit on the confirmation until Wilma hit Cancun. It's been well over a year now and it's time that the Royals got back to doing things right.

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

I can understand how the actual unit may change, but a resort change is not acceptable, other than in exceptional circumstances. e.g. damage to the resort.
Many resorts don't do the final unit assignment until shortly before arrival, despite what may be shown on the confirmation docket. If visitors are staying for multiple weeks it makes sense both for the visitor and the resort, for them to occupy the same unit for the duration of their visit. This may lead to reassignment of units for other visitors. We have done many exchanges where we have stayed 2 weeks on the same resort. In all cases we have remained in the same unit for both weeks. Also in all cases we were not initially assigned the same unit.

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

Pat,

That's too bad. I'm sorry to hear that you have been separated from your friends.

I don't know how the Royals are getting away with this kind of treatment. I would be livid.....

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

Hello from Cancun....

First, I am NOT suffering....having a wonderful time.

I just feel it is unacceptable that they switched resorts......because this really could have been a hardship for a family travling together, etc.

We are oceanfront third floor,fantastic!
We have other friends who are at the Islander and another at Royal Mayan.

I was posting because I think it is UNACCEPTABLE to change resorts.....
Room changes are one thing, but resort changes??????

This is my 5th exchange into the ROYALS and we have always gotten our assigned units including an oceanfront at RC May 2007. At that time Pat H, Linda B and Kathy Q were here and they also got their assigned units including another oceanfront.

Well, got to get back to the verandah and I have an 11 am 80 minute aromatherapy massage....life is tough

[Pat H Senior Member Find all posts View Profile Close Pat H]

Hello from Cancun....

First, I am NOT suffering....having a wonderful time.

I just feel it is unacceptable that they switched resorts......because this really could have been a hardship for a family travling together, etc.

We are oceanfront third floor,fantastic!
We have other friends who are at the Islander and another at Royal Mayan.

I was posting because I think it is UNACCEPTABLE to change resorts.....
Room changes are one thing, but resort changes??????

This is my 5th exchange into the ROYALS and we have always gotten our assigned units including an oceanfront at RC May 2007. At that time Pat H, Linda B and Kathy Q were here and they also got their assigned units including another oceanfront.

Well, got to get back to the verandah and I have an 11 am 80 minute aromatherapy massage....life is tough

Actually only 1 of us out of 3 got their assigned unit last May. I'm pretty sure the unit Kathy Q had received was supposed to be OF but it wasn't.

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

Actually only 1 of us out of 3 got their assigned unit last May. I'm pretty sure the unit Kathy Q had received was supposed to be OF but it wasn't.

Ahhhhhhh.......My DS and his friend got their oceanfront as did Linda B(because she told me she saw DS and his 'friend who is a girl' on the verandah )
And Kathy Q exchanged into the "B" building (long story about why I remember this!)

anyway.......off to the pool, tried to call II on the number they give you if you have a problem checking in and I was on hold for 9 minutes and gave up.

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

You should get your exchange fee refunded and your week back.. then do it all over again next year

[tonyg Goomba & Super Moderator Find all posts View Profile Close tonyg]

I doubt if there will be compensation, Pat, but you should complain. There used to be an II rep. on duty at the Islander- you might check to see if they still have one.