Due to the frustrating process of completing my "Reservation Form" and trying to stay within the limitations, I did a Internet search and found the "consumer complaints" and decided to share my thoughts, experience, and questions so far.
Once reviewing the strict terms of the Encenta Promotion (received by paying a years subscription to our local newspaper), I immediately sensed the difficultly in actually being able to use the promotion. Being a precise and detailed person, I carefully made notes to be sure I wouldn't do anything wrong that would cause the form to be returned.
Let's see, in order to meet Encenta's exact terms:
1. One must activate the request by completing the "Getaway Activation Form" (which then will require completing another form—the "Reservation Request Form").
BTW, Encenta recommended "... All your correspondence be sent by Certified Mail." (That being inconvenient, I sent mine by regular mail and hoped for the best. I did wonder if Encenta would sent me the reservation form by certified mail—they didn't. I did received the form.)
2. ONE MUST BOOK WITHIN 40-90 DAY period which limits one to a 50 day time frame.
"The Reservation Request Form must be postmarked at least 40 days prior to the earliest requested arrival date and no more than 90 days in advance of your earliest travel date, or your form will be returned". This is very strict, limiting and non-consumer friendly. Plus I don't understand the purpose for limiting it to a 50 day time frame when the promotion expiration date is several months off?
3. Once the "Reservation Request Form" was received, I noted an inconsistency.
The original brochure stated "make requested arrival dates at least 15 days apart" but the letter accompanying the "Reservation Request Form" stated "dates at least 10 days apart."
(Hmmm, I am confused. Is it really 10 or 15 days? The 10 days are more convenient. If I do the ten days, will they return my form and state it must be 15 days? Then, will I have to start over with the at least 40 days after the post mark? Will I have to reschedule my days off with my job?
4. Weather the requests must be 10 or 15 days apart, it is impossible to book consecutive weekends. This limitation makes it a extremely difficult to come up with three weekends dates within the 50 day time frame with life's other commitments. Many people aren't able to take off work and lose pay to take advantage of the "free" promotion.
5. Ones ability to book inexpensive, advance airline reservations is limited because of the restrictive time frames and waiting for confirmation.
This process may be easier for a retired person with total flexibility, but many working people frames may find it impossible.
I would like an Encenta executive (Brent Crabtree President or Troy Sheffield or Michael Gelber, Vice President Sales & Business Development) to have an opportunity to clarify and address my and other consumers questions and concerns by responding to the following questions:
1. Do the alternate dates need to be 10 or 15 days apart?
2. Would you please give the exact email site which Mike Gelber referred to which lists all the participating hotels?
3. What hours do your employees answer the phone? Within what time frame are calls and emails answered?
4. Do you provide a form for the request for refund once the hotel stay is completed?
5. Is there a time frame in which the refund request must be made?
6. If the consumer forgets to request return of the refundable $50 deposit, what do you do with the $50. Does it go into a special account?
7. If one must cancel their reservation, will they lose the $50 refundable deposit? What are the consequences of a canceled reservation?
8. Is there a designated time frame in which one can cancel and receive the refundable $50 deposit and hotel tax back? If so, what is the procedure?
9. Mr. Gelber stated that over 250,000 certificates were distributed in less than 3 years. I am interested in knowing what percentage of certificate holders actually complete a successful hotel stay and of that—what percent received the $50 refundable deposit.
I will need Encenta to address these questions and concerns because I need a clear understanding of all limitations before I request my dates. If a response isn't received within a week, it may be impossible for me to stay within Encentas strict guidelines.
In case an Encenta Promotions executive may not view this entry on usacomplaints.com site within the next few days, I will also send a personal email to Mr. Gelber.
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