The sales dept. (Greg) offered us a 4 day-3 night stay in a Suite at the Holiday Inn & Suites for $398.00 including 4 attraction tickets to Disney or Universal; plus a whole year to visit other nationwide vacation destinations. All we had to do was attend a 90-min. Timeshare presentation.
Since we were hesitant to decide. He negotiated to give us a 2BR/2Bathroom Suite with 5 tickets. Easter weekend was verified as available. He assured us to receive a Package in the mail with our $950.00 in coupons and our destination package info. We secured the previous info via recording, purchased and paid with our credit card.
The package never arrived.
We only received an emailed Confirmation Letter by Leah Francis. This first Letter contained the following mistakes: Our last name was mispelled. They selected the weekend of arrival. They gave us 3day/2nites instead of the 4/3 offered. They assigned a Suite but did not specify which one. They assigned the tour date and time.
Customer service never answered my email reply, nor my calls. Lisa - , Serv. Mgr., refused to honor the salesperson's offer. She was very unprofessional and tried to sell us the 3rd night instead. She refused to give us the Easter weekend and insisted on giving us 3days/2nights. I left more than 10 messages to the corporate office including human rescourses and the sales dept.
The manager Lisa called us the next day furios and resentful that "corporate office was on her back". She negotiated to give us the 3rd night in exchange for a theme ticket. At this point, she had achieved to "bump" us down to accept either 2nights with 5 tickets or 3nights with 4tkts, we chose the latter. She sends us an email letter with the supposed corrections, and had Jennifer - email the Secondth Confirmation Letter: Our last name continued to be mispelled. Our vacation continued to be at 3days/2nights. Our "Suite" still did not specify the number of bathrooms. All the manager Lisa - did was correct the date as we requested to the Easter weekend. We were willing to take the package as is was at this point since we couldnt get a refund because our traveling dates fell within the 30 day refund policy period.
I called Holiday Inn to reconfirm our arrival date, our number of nights, the number of tickets, the time of our tour and our room. Holiday Inn informs me that the Confirmation Letter Ms. & sent them was different than mine. Theirs was valid, mine was not. Theirs, had us 5 persons, in a standard room which only fits a party of 4! Their letter had us in for 2 nights (mine said 3 nights). HOliday Inn and Suites would not accept the so called corrected letter. The corrections had to be on the actual Confirmation Letter.
I called again Celebrity Resorts, corporate office, human rescources, customer service. I printed all the letters they had emailed me and faxed them to all the departments. No one returned calls. No ONE! A nice young lady from Human Resources named Cristina was genuinely concerned and called me. She helped me just by being kind and offering me a solution.
I called and faxed Mr. Jeff & all the letters; informed him of the switch Jennifer & and Lisa - made in the letters and the reservation. It has taken 2 full weeks for this ordeal to come to a still unsatisfactory solution. We are going on our vacation (thank God!), but Celebrity Resorts never honored the 2Bedroom 2Bathroom Suite. We settled however, for the 3nights in a 1Bedroom Suite during the Easter vacation, as just confirmed by Holiday Inn; but the Disney tickets still have to be handed to Front Desk by Celebrity Resorts... Do you think we will get them?
Otto
Miami, Florida
U.S.A.
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