On January 12th, I called to make reservations at the Grand Nuevo Vallarta Resort. At that time I reserved two rooms for 6 nights from January 29th through feb. 4th. A reservations agent, Julie failed to deliver a fax confirmation of my itenerary. I called back on January 24 to confirm my reservations and request that some written notification by forwarded to me. At that time, Julie informed me that our booking was for Jan 30th through Feb 5th. My family and guests havd already purchased airline tickets for Jan 29th through Feb 4th. The airfares are non-refundable and cannot be changed. The reservationists errors did not only begin with booking the wrong dates but continued with her failure to deliver a faxed confirmation of our itenerary. We, as potential timeshare owners are extremly disastisfied.
My pregnant wife, infant son & two guests are less than one week away from travel to foreign soil and do not have hotel reservations. Again, this is unacceptable! Our expectation was that some manager at some level realize the importance of rectifying this situation and provide All-inclusive accomodations for January the 29th through February the 4th.instead I was informed that nothing could or would be done. This leaves my family and guests having to pay for another hotel as well as pay for a nights stay that we will not even be in the country. Not to mention that the 5 night stay will use an entire 7 night bonus week.
I was told that Vivian Dominguez was the only person that could right this wrong, but everytime I asked for her I faced resistance.instead her assitant Hilda ran interference and contined to make me feel ripped off! I feel like I was a victim of bait and switch. I get the sense from my encounter that this type of thing occurs all the time but goes unreported. I hope someone, the State of Florida Attorney General, the Better Business Bureau, as well any other travel related regulatory bodies will investigate further.
Thanks.
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