Another case of Royal Resorts resort switching

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

I just saw the thread about being switched from Royal Sands to Royal Islander and thought I would post too since something similar happened to us recently.

We had a reservation through SFX and were told that we would be at either Royal Islander or Royal Caribbean, but we wouldn't find out which until check-in. This was fine with me since all units at both have oceanviews. While arranging a tour with Thomas Moore, the rep asked which resort we were at. Since I didn't know yet, he looked into it and told me that we'd been assigned to the Club International! I immediately called SFX, they got back to me the next day and told me that we'd been moved to the Royal Mayan due to overbooking. This was somewhat better, but I was still disappointed since not all units at the Royal Mayan have oceanviews.

We ended up with a unit that had an obstructed oceanview. The way the buildings are placed, I think we would have had a much better chance of a better view at either the Islander or Caribbean. I'm pretty disappointed with Royal Resorts for overbooking and SFX for not being able to do anything about it.

I'm glad at least I happened to find out about it beforehand though, instead of being surprised at check-in! We were originally going to send friends instead of going ourselves, boy, would I have felt bad that this happened!

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

Although 2 reported instances don't create a pattern, it certainly doesn't look good for Royal Resorts. Presumably they informed SFX of the possible resorts in the first place. Therefore if for any reason there was yet another change they should have advised SFX. If nothing else it is very poor customer relations.

[Mark @SFX Industry Representative Find all posts View Profile Close Mark @SFX]

I just saw the thread about being switched from Royal Sands to Royal Islander and thought I would post too since something similar happened to us recently.

We had a reservation through SFX and were told that we would be at either Royal Islander or Royal Caribbean, but we wouldn't find out which until check-in. This was fine with me since all units at both have oceanviews. While arranging a tour with Thomas Moore, the rep asked which resort we were at. Since I didn't know yet, he looked into it and told me that we'd been assigned to the Club International! I immediately called SFX, they got back to me the next day and told me that we'd been moved to the Royal Mayan due to overbooking. This was somewhat better, but I was still disappointed since not all units at the Royal Mayan have oceanviews.

We ended up with a unit that had an obstructed oceanview. The way the buildings are placed, I think we would have had a much better chance of a better view at either the Islander or Caribbean. I'm pretty disappointed with Royal Resorts for overbooking and SFX for not being able to do anything about it.

I'm glad at least I happened to find out about it beforehand though, instead of being surprised at check-in! We were originally going to send friends instead of going ourselves, boy, would I have felt bad that this happened!

Ailin - Thank you for the post. We are sorry you experienced a relocation by Royal Resorts. Unfortunately this is not uncommon amongst certain resort chains. Circumstances such as these are beyond an exchange company's control.

With regards to receiving any particular views at resorts, this too is beyond an exchange company's control, as all units are assigned at check-in. Just like when a member checks-in to your resort, they may get a unit with a good view, or one with a marginal view.


....."I'm pretty disappointed with Royal Resorts for overbooking and SFX for not being able to do anything about it"....

Not quite accurate... we did do something about it for you. We fought tooth & nail with them in getting you relocated to a Royal Resort instead of Club International.

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

These problems at the Royals are clearly problems caused by the resort and not the exchange company. At one time the Royals did things right, but now they are messing up big time. I think it's time they got back to reservations by the unit instead of whatever hari-kari system they now have in place. Anyone who gets bumped from one resort to another should scream their heads off until things change.

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

These problems at the Royals are clearly problems caused by the resort and not the exchange company. At one time the Royals did things right, but now they are messing up big time. I think it's time they got back to reservations by the unit instead of whatever hari-kari system they now have in place. Anyone who gets bumped from one resort to another should scream their heads off until things change.

I agree with Tony - it wasn't Interval International or SFX fault....it is the management at the Royals that are screwing people and changing resorts.

I wouldn't request Royal Mayan anymore - while I was 'walked' from the Royal Sands to the Royal islander, I was given an Ocean Front unit.
My friend that was confirmed into a top floor unit at Royal Mayan was put in a second floor unit BEHIND the ocean front 2 story building - all she looked at was the WALKWAYs of the oceanfront units...not very nice.

We exchangd into 4 units presidents week and none of us got our assigned units...a change in policy that was not told to II or to us prior to our arrival. Not such good customer service.

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

Hi Mark,

Thanks for the reply, on a Sunday no less.

I understand that it's Royal Resorts fault that we were moved. I think I overestimated the influence an exchange company has over the resort and that was why I was disappointed. I also understand that the exchange company has no say over which unit is assigned. I had hoped that perhaps we could get an oceanview unit as compensation for being moved. While I'm glad we were at least put in the Royal Mayan instead of Club International, I still can't help but be disappointed since I wouldn't have taken the Royal Mayan if offered in the first place.

The purpose of my post wasn't to complain about SFX, but to let people know about the possibility of resort switching with Royal Resorts on an SFX exchange.

Thanks,
Ailin

Ailin - Thank you for the post. We are sorry you experienced a relocation by Royal Resorts. Unfortunately this is not uncommon amongst certain resort chains. Circumstances such as these are beyond an exchange company's control.

With regards to receiving any particular views at resorts, this too is beyond an exchange company's control, as all units are assigned at check-in. Just like when a member checks-in to your resort, they may get a unit with a good view, or one with a marginal view.


....."I'm pretty disappointed with Royal Resorts for overbooking and SFX for not being able to do anything about it"....

Not quite accurate... we did do something about it for you. We fought tooth & nail with them in getting you relocated to a Royal Resort instead of Club International.

[Tinkerbell Member Find all posts View Profile Close Tinkerbell]

Ailin,

Just out of curiosity, what did you use to exchange into the Royal Resorts?

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

I used a Mexico bonus week.

Ailin,

Just out of curiosity, what did you use to exchange into the Royal Resorts?

[Deer Path Junior Member Find all posts View Profile Close Deer Path]

We have a 2BR Hawaiian resort banked in SFX and was considering an exchange to one of the Royals(I,C or M) but after reading the posts I am not so sure I want to try that.

Has anyone had any of the same experiences since these posts?

Judy

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

Is Grand Mayan associated with Royal? Does this ever happen with Grand Mayan? I have 2 weeks reserved with Grand Mayan NV & Acapulco for next year....

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

The Grand Mayan is not associated with the Royals, but actually has an even stronger history of bumping. You should be able to find the threads by doing a search for "Grand Mayan".

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

Last week I had a conversation with a party that exchanged into the Royals and felt discriminated against by being non-owners. It was not just the feel of things, one employee actually said they were non-owners. As a big fan of the Royals, the switching and this latest report are very distressing.

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

Last week I had a conversation with a party that exchanged into the Royals and felt discriminated against by being non-owners. It was not just the feel of things, one employee actually said they were non-owners. As a big fan of the Royals, the switching and this latest report are very distressing.

Did they say why they felt discriminated against by the Royals?

[jpl2004 Junior Member Find all posts View Profile Close jpl2004]

Last week I had a conversation with a party that exchanged into the Royals and felt discriminated against by being non-owners. It was not just the feel of things, one employee actually said they were non-owners. As a big fan of the Royals, the switching and this latest report are very distressing.

Curious myself on why they felt discriminated. Actually received complete different feedback from some of the exchangers down at the swim up bars (RI and RC) a couple weeks ago. (hey.. who knows.. maybe happy hour influenced their opinion) One couple actually said the Royals had move them to a beachfront view. Another couple said they have exchanged into the Royals for the past 5 years because of the friendly staff and how welcomed they felt. I believe and hope this is an isolated incidence.

J.

[JBuzzy11 Junior Member Find all posts View Profile Close JBuzzy11]

II does not even give you a room # anymore