My wife & I purchased a Royal Holiday Club package in December. Six months later, we have been unable to get them to answer questions about our benefits. We have a voucher for reimbursement for airfare. When calling the only phone number on the voucher (the same # as their main customer service number) we were told we don't know anything about vouchers. There is no other number to call. When asked where to call, they said try Cozumel, Mexico and gave us 2 phone #s. The 1st phone # no one answers and the 2nd was to a restaurant in Cozumel.
We have an Annuity Certificate thru Granthix Corp., a company owned by Royal Holiday. They were suppose to send us some documentation which they have not. We have called & left over 10 phone messages and 5 emails to them to no avail.
We made our first & only reservation through them in March for later in the year and were asked to pay the "all-inclusive" fee upfront. A little unusual but we went ahead and did it. We were just billed this week (May) for $2000 for an all-inclusive fee. We called them and told them we had already paid the fee and even had the charge card statement. We were told that our "representative" had been fired on March 20th so they had no record of it.
The fourth person we talked to finally stated that they saw where we had already paid in March but could not "waive" the bill without talking to a supervisor and would try to call us back next week. We are very frustrated, as we are still waiting on call backs on our airline reimbursement, Annuity Certificate, and two other concerns we had addressed to them that they were "researching"
During our last phone call (May 23), after being transfered to the 3rd person, we asked if someone could call us back so we could see about cancelling the contract since they do not seem to be able to honor their end and the dollar amount of the money they owe us added to what they say we owe them was about $3500. I was told that I sounded like I was "threatening" them and they were going to hang up and I could just call back and speak to the "regular" customer service people.
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