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]

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.

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

I finally got thru to Interval in Miami via Mexico City....and they basucally told me they will have an internal investigation but that they (II) would not be compensating me. I told them I felt I should get my exchage fee back at the very least and also my exchanged week.
They told me I was out of luck becasue I did not call them when I was checking in......Hmmmmmmm.

They then said I should seek some restitution with the Royals, I said, 'you mean ask for monetary compensation?" and the rep said, 'yes'

I asked to speak to a suporvisor after that as this was unacceptable to me and was told that everyone in this particular depoartment was a suporvisor so transfering me to someone else was a 'lateral move'.
I said no thanks and hung up as this is all on my dime from Mexico....

So the saga will continue.......
Tony, I will check when I go up to the lobby tomorrow morning.

[m61376 Senior Member Find all posts View Profile Close m61376]

Pat-

Don't let it ruin your vacation- there will be plenty of time when you get home to try to call up the "food chain" to get some compensation. You should let them know that you tried to reach them on check-in but were kept on hold and, at the price of international phone calls, you felt it more prudent to wait till your return. Hopefully you will reach someone with the ability to do something about this.

The Internet is a powerful advertising tool. Make sure to let them know that you've posted about this situation and literally thousands of people will be privy to their response. To a certain degree, II's credibility hinges on how they deal with errors like this. To them, you are insignificant...but- if they are aware of others being aware of how they handle the situation, their response may be a bit different. Similarly, I would make that point to the concierge/management at the resort...maybe they'll comp you to another massage at least

Regardless, enjoy the rest of your trip. Except for talking to the management down there, wait until you get home to work on getting some satisfaction.

[ml855 Junior Member Find all posts View Profile Close ml855]

Sorry to hear that you had to change resorts especially since you were traveling with friends. I would of been upset as well, at least they did give you an OF unit in order to make up for there mistake.

[bigfrank Administrator Find all posts View Profile Close bigfrank]

Pat, I can't believe I missed this whole ordeal. I was away at the same time.


One thing that II does is list the owner of the exchanged unit along with his unit #. I would have had the resort call II on there dime at check in to straighten this out. I also would have tried to get more out of them say a meal or a tour for your troubles. If you charged by CC I would try breaking balls and dispute any charges. You can say the resort said that since you were moved they were paying for the incidentals, You never know since you have proof of the resort swap.