Horrible, horrible experience with the customer service department. Booking on line is a breeze, no issue there. The horror began when I called the customer service to make a change on my reservation. All I wanted to do is to change the total number of adults in a 2 bedroom suite from 4 adults to 2 and add 1 more suite to my reservation. I did this in less than one hour after making the reservation. I was able to connect to an agent and was on the line with her for over 30 minutes. Her excuse was their system was very slow, only to be told that I will be charged 20% change fee. I thought it does not make sense because I'm actually adding more business by adding one more room to my reservation. So I asked to speak with a supervisor... Spoke with the gentleman, he said he had to contact the resort to see if he can convince the management of the resort to waive the penalty, (which I couldn't see why not, if I'm actually adding one more suite)... I was on hold for about 15 minutes. This call's duration is now 1 hour and 2 minutes then I got disconnected. He did call me back and was told the resort approved the change without the penalty, duh! While he was processing the change, I got disconnected again... Waited 30 minutes, did not get a call back. I called the number that was in the caller ID when he called me. The greeting said that the number was only for outgoing calls and to call the 800 number. I called the 800 number, the agent that I spoke with said there was no record in the system regarding the change I made and there was no way for him to track down the person who I spoke with and I should wait because their policy is for the agent to call back if ever there's a connectivity issue. I waited for another 45 minutes, still did not get a call back. So I called the 800 number again, had to start my case from scratch. Re explain everything. This supervisor had to call the resort again. The supervisor from the resort was no longer there. I was told to call back the next day. After all these, there was no resolution. I'll give you an update tomorrow.
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