Posts: 16
From: 4 wks/Westgate Vac Villas,2 bd/1wk Vacation Village at Parkway,1 bdrm/wk 52 Fairways of PalmAire,RCI&II
Registered: Apr 2005

posted 05-24-2005 16:26               

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I am writing to ask for your advice on my situation. My husband and I have been into TS for several years. At my place of work I often talk about how great the resorts are and how we are always so pleased with the services, amenities etc., I have expounded on how nice it is to get the service you read about in the travel directory and how consistant it all is. This year I was talking about our trips and several co-workers and I decided that this would be a great time to see first hand how easy and convenient it can be. I had a bonus week and my fellow co-workers went to operations at work to see what weeks they might bid on and get for vacation this spring.
They gave me a time frame and I started looking. Spring this year has been cold and extremely wet. We needed somewhere we could drive to. We were in luck, I found the Eastern Slope in in North Conway, NH. The biggest plus of all was the indoor pool. Everyone was excited; I confirmed our reservation and even called and spoke with Megan, the resorts Manager of guest services because I was interested in seeing if we could have a resort tour as a group(that's how sold I am on this business!!)
Everyone made their plans, one of the women has 3 children and is a single working mom and had to make arrangements for them for the week, the other two women had pets and husbands to think about. Today at work their all excited; talking about how great this will be because even if the weather is not great we can use our 'new bathing suits' and still go to the pool.

Got home from work to a voicemail from RCI stating that the Resort Pool will be closed when we arrive this Sunday May 29 and will not be available during our week. I called RCI and Nancy there told me this of course is beyong their control and I could cancel if I wanted. What I was hoping was something good to offer my friends. Perhaps a resort with a pool nearby we could have the services of; some form of compensation. She checked and off course there is not one Resort with anything available next Sunday. I explained that if it were just me I would probably cancel; but these other people have spoken for the week, made arrangements, etc. We're not talking about just my measly week here. Also; how great does this look to these people who have been hearing such good things. I asked Nancy to at least check to see if maybe another cert for a bonus week that I could offer them and say we could try it again next Spring perhaps. She came back and told me that no this could not be done and my only choice is to cancel and RCI would refund the transaction fee. This is not pro-active to my thinking and does nothing for our little situation. I cannot cancel; have to face the others tomorrow at work and try to put a 'good face on it'.. I will write to RCI at head office. Nancy told me to refer to relation#5 and give the conf#for the reservation. She does not hold out much hope. I think that if I went there and discovered something was not as it was supposed to be that RCI would do something but since I am trying to have an alternative or something to offer these girls to make up for this beforehand then I am out of luck?
Would you have any suggestions or channels I might take at this late date to try to salvage this situation? Is there no goodwill made. Do I email the Resort or call them and voice my complaint. I understand that they cannot help the pool problem; but RCI is our rep and service provider. Please help me if you can

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Posts: 498
From: DENHAM SPRINGS LA USA
Registered: Nov 2001

posted 05-25-2005 13:31               

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Very sad situation, But I am not surprized with there position.
I do think I would call back and talk to a suppervisor and at
least should get a new bonus week even If they get it from the
resort that cancelled.

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john m jones

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Posts: 3728
From: Carmel, IN
Registered: Jan 2003

posted 05-25-2005 15:35            

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sylcro,

When resort amenities and facilities are closed, we do recognize that it affects our members' vacations. This is why we dedicate staff and technology to informing every single confirmed member about the problem. Everyone confirmed to Attitash during your week is in the same boat.

RCI is affiliated with over 3,800 resorts, and they must all repair and maintain their facilities. This requires closing them from time to time. RCI is just not in a position to forfeit our revenue from the exchange transactions each time this happens.

There are exceptions to this when something makes the resort or unit completely uninhabitable - say a plumbing problem or no power, etc. In these cases, we work with each member to try to find alternative accommodations within our system.

Please send an e-mail to feedback@rci.com and enter TUG in the subject line. The Communications Team can at least review your account to see if there is anything more we can offer.

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~ Madge

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Posts: 16
From: 4 wks/Westgate Vac Villas,2 bd/1wk Vacation Village at Parkway,1 bdrm/wk 52 Fairways of PalmAire,RCI&II
Registered: Apr 2005

posted 05-25-2005 20:53               

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Madge, I have sent an email as you suggested. I just have a question and what concerns me is when RCI was notified that the Resort would close the facility down would it not be smart as our 'representative/vacation co-ordinator' to have asked the Resort to try to offer alternative facilities to their guests during that duration? In my way of thinking that just makes sense. If I have to take a vehicle away from someone for repair, I try to find some way to minimize the inconvenience to that person before I make the appointment. Just a thought, but that's the general idea. I want to feel that RCI is truly dedicated to stay on top of their Resorts and my best interests.

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Posts: 3728
From: Carmel, IN
Registered: Jan 2003

posted 05-26-2005 07:30            

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sylcro,

We do always try to find a nearby hotel or resort that might be willing to allow our guests to use their facilities. However, sometimes this just isn't possible. That is likely the case here. However, I'm glad to hear that you sent an e-mail.

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~ Madge

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Posts: 16
From: 4 wks/Westgate Vac Villas,2 bd/1wk Vacation Village at Parkway,1 bdrm/wk 52 Fairways of PalmAire,RCI&II
Registered: Apr 2005

posted 05-27-2005 11:55               

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Madge, I rec'd a reply from feedback saying they were going to do an ongoing search to see what else might be available for us. I called ESI myself and the RCI Co-ordinator Megan was not in but front desk staff said that the Resort was trying to provide alternate facilities. Then today I rec'd another email from feedback with a 3bdm in 0300/Smuggler's Notch VT. several hours further on but they have heated outdoor pools, offered to book for me no extra fee if we wanted. I then called ESI again and confirmed that they have two resorts which will allow their guests to make use of, one is Cranmore Racquet Club with indoor pool and it's within a mile away. I have just replied to feedback to say that I greatly appreciate their help and effort in this. We will keep our reservation at ESI since it's closer and now my friends can use a pool if they so wish. I do not know if the RCI Rep I spoke with originally knew this but I hope that they do now so that other people who call them can be given an alternative when they call. Thank you so much, I really appreciate your advise and help. You're a great spokesperson for your company. Sylvia

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Posts: 3728
From: Carmel, IN
Registered: Jan 2003

posted 05-29-2005 22:57            

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Sylvia,

I'm so glad to hear that this vacation is working out well for you after all. Thanks for the follow-up.

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~ Madge

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