AM Resorts

A response was sent to *** *** on June 9th: From:
","sans-serif"Times New Roman""> Customer Care Amresorts
Sent: Tuesday, June 09, 11:AM
To: '*** ***'
Cc: '***@***.com'; '***@***.com'
Subject: RE: Updated Itinerary #*** Need authorization to refund
unused night due to flight misconnectMay 22nd *** ***
Importance: High
Dear *** ***,
I apologize for the delay in
getting a response from Customer Care and in no way meant to upset youWhen
the airlines pair their flights and send them to us, we certainly cannot
control their flight schedulesThat being said, I am reaching out to the
resort on your behalf to seek authorization to refund the unused night for
you.
Again, I am truly sorry for
the delay and hope to have this completed for you very soon
Best regards,
Robin
P***
Customer Care Coordinator
AMResorts *** ***
Newtown Square, PA ***
***@amresorts.com

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: This is unacceptable. I will not return to this resort. I want my $upgrade fee to be reimbursed at least
Regards,
*** ***

As
indicated in our previous response, AMResorts LP, is not in a position to
respond to your correspondence, as it does not own, operate, manage or control
the hotel
Please
contact the party that your original contract was with. We do not have this information
Regards,
AMResorts
*** ** ***
Customer
Care Manager

To whom it may concern, AMResorts has done all possible to work with all entities on behalf of this costumer's complaintThe $refund was not being issued by AMResorts, it is being offered by the *** *** *** for the money spent on a rental carI will follow up with the *** and let them know that the guest is still waiting on their refund. Kind regards, Robin P***AMResorts Customer Care Specialist

AMResorts is in receipt of your inquiry regarding *** and *** ***
yes;">
Please be advised AMResorts LP, is not in a position to respond, as it
does not own, operate, manage or control the hotel, but rather provides
services involving marketing, promotion, advertising and brand management to
the resort
As a gesture of goodwill we have forwarded your
correspondence, along with *** and *** ***'s
comments to the resort for their review and follow up. We trust that the Hotel and property owners
will take care of this matter promptly
Regards,
AMRESORTS
Laurie ABench
Customer Care Manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me The refund transaction has been processed
Regards,
*** ***
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[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me ONLY if I receive ALL CREDIT AND NOT PARTIAL. I understand that *** *** takes some profit but I should not be penalized for that amount. The going rate is $352/night and we occupied rooms
Regards, *** ***

AMResorts is in receipt of your recent inquiry regarding
*** ***Please understand that AMResorts is a marketing and distribution company that provides services to the properties that are servicing the *** *** ***, therefore, when we revcieved your correspondence we immediately forwarded it to the *** *** *** for their review and follow upBelow, please find their response
The contract # ***
did not notified *** of any concerns or issues they might have with the
membershipThey did not contact Customer Service, nor the hotel or Quality
Assurance Department
This member placed a
dispute in May 28, and immediately the case was assigned for follow up and
to find out the reasons for the dispute and/or problems with the membership
We started the
investigations with sales department to see if they have received any type of
information from this member, and they had notThe Quality Assurance
department sent email to members to assists them with any concerns, and they
did not respondNext day Quality sent another email, but did not have any
response either from members
Quality department called
them left a messages on voicemail giving a toll free number and encouraging
them to contact us either way and there was no response
This was done several
times and until June 19, 2014, at 2:Pm CST member responded and explained
why they have disputed the chargesAccording to them, they were on the
understanding that the 25% discount also apply to their membership with ***
Explain to members the program and procedure to attend to their case
Since
this, the executive has
been emailing them and calling them to organize a conference
call with the sales representative and clarify any misunderstanding there might
be with the membership, members have not responded yet and the case is in
follow up
We are in the best
disposition to assist member to come up with an amicable solutionWe will
continue to work with them until this case its solve
Kind regards,
*** ***
Quality
Assurance Supervisor
*** *** ***
** *** ** *** *** *** * ** ***
*** *** *** ***
+*** ***
***
Thank you for your kind consieration,
Regards,
AMRESORTS
*** ** ***Customer Care Manager

September 19, 2017To whom it may concern, We do apologize for the delay in responseI have attached three response letters. Unlimited Vacation Club is responding to the comments and concerns regarding the representative that misinformed them about the rental card and they will be
refunding the $that **& *** *** had to pay when returning the car. AMStar DMC letter is addressing the misinformation concerning the representative advising **& *** *** that they had transfers with their package, which they did not. *** *** letter is addressing the concerns and comments regarding their problems that they encountered during their stay. AMResorts does not own or operate the above businesses but we do work very closely with them all to bring vacation experiences to consumersWe are truly sorry that there was so many inconveniences during their vacationWe appreciate you considering this information

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
first when I called the call center of this company it was never mentioned that the traveler need to have the credit card on is name, no one mention nothing about that you can try yourself and see they will let you pay and then when the client get top the resorts they will not respect the dealthen you need to wait for days to get the refund to your credit card.As this is a travel agency I have partners and some time yes we use different cards that belongs to us.Our *** number is in process its not in our hands the time that take to get the agency *** number, and I mentioned it to the customer service that I spook to.as well they say that all calls are recorded why they will not send the voice call that's was made when I did the transactions you can hear that no one tell you nothing in regards to the rule that the traveler must have the credit card that was use to buy the vacation is name.Sincerley
Regards,
*** ***

AMResorts LP is in receipt of your inquiry regarding Mr*** ***Please be advised that AMResorts LP, is not in a position to respond, as we do not own, operate, manage or control the hotel, but rather provide services involving marketing, promotion, advertising and brand management to the
resortAs a gesture of goodwill we have forwarded Mr*** comments to the Zoetry Paraiso de la Bonita resort for their review and follow up Regards,Robin P***AMResorts Customer Care

Dear ***,
It is unfortunate that you continue to be dissatisfied with our response to your correspondencePlease understand that AMResorts does not own, operate, manage or control the hotel nor can we be held responsible for the obligations of other parties, namely the party from which you purchased your timeshare
AMResorts is always concerned with the experiences of all guests at the resorts and we take very seriously any comments that we receiveAccordingly, AMResorts is now working with the owners of the property to implement a resolution that may satisfy the owners of the timeshares
Kind regards,
*** ***
AMResorts
Customer Care

Thank
you for taking the time to write your comments to us regarding your stay at [redacted] Cozumel. We sincerely regret
the inconvenience you encountered
"background:white">While
your comments are very important to us, AMResorts LP does not own, operate,
manage or control the [redacted], but rather provide services involving
marketing, promotion, advertising and brand management to hotels and resorts in
the Caribbean and Mexico
Regards,
Robin P[redacted]
AMResorts Customer Care
Campus Boulevard
Newtown Square, Pennsylvania

Hello, I have spoken on the phone with [redacted] today, June 2nd, 2016. I explained to him that his reservation was made through the travel agency, [redacted].com, They in turn booked through the Tour Operator Travel Impressions and are bound by the cancellation policies that are in...

place for the Zika Virus. Unfortunately, AMResorts can not circumvent a Tour Operator's policies with their client. I advised him to speak with his travel agency regarding Terms of the policy that is in effect over his reservation. Best regards, Robin P[redacted]AMResorts Customer Care7 Campus BoulevardNewtown Square, Pa. 19073

AMResorts LP is in receipt of your inquiry regarding **. [redacted]. Please be advised that AMResorts LP, is not in a position to respond, as we do not own, operate, manage or control the hotel, but rather provide services involving marketing, promotion, advertising and brand management to...

the resort. As a gesture of goodwill we have forwarded **. [redacted]'s comments to the [redacted] Cancun resort for their review and follow up. I have attached their response to **. [redacted] for your review.
Regards,
[redacted]
AMResorts Customer Care

AMResorts is in receipt of your inquiry regarding [redacted]. 
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Please be advised AMResorts LP, is not in a position to respond, as it
does not own, operate, manage or control the hotel, but rather provides
services involving marketing, promotion, advertising and brand management to
the resort.
 
As a gesture of goodwill we have forwarded your
correspondence, along with **. [redacted]'s
comments to the resort for their review and follow up.  We trust that the Hotel and property owners
will take care of this matter promptly.
 
Regards,
AMRESORTS
 
Laurie A. Bench
Customer Care Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Please advise the business of my current address to send the certificates, which should be used to cover 4 people staying at any [redacted] resort.Thank you!
Regards,
[redacted]









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---------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Mon, Jun 1, 2015 at 9:24 AMSubject: Fwd: Automatic reply: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted]...

<[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: Customer Care Amresorts <[email protected]>Date: Mon, Jun 1, 2015 at 9:19 AMSubject: Automatic reply: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[email protected]" <[email protected]>Thank you for contacting AMResorts Customer Care. We do appreciate hearing from you as feedback is the key to our continued success.        Please be advised that AMResorts Customer Care takes your feedback very seriously. You can be assured that we will research your concerns and send a written response to you regarding this matter. AMResorts Customer Care will do our best to ensure a timely response, as we are aware that you will be looking forward to hearing back from us. While we do our best to complete the research within 10-12 business days, please note that time to time there may be extenuating circumstances which may require additional time. As long as you have received this auto response from us, you can rest assured we have received your email and are busy looking into your concerns.Thank you in advance for taking the time to bring this matter to our attention. As always, we appreciate and value your comments.AMResorts Customer Care Team

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Although I appreciate [redacted]'s offer, I will never stay at the [redacted] even if it is free.   I cannot comprehend how a resort can not log in any complaints of my stay, this further shows how the resort's employees are against the customer and try to cover their own *faults*.   I have attached the picture of my fish plate I received at [redacted] on the evening of July 2nd, 2014.   If you look closely, I have toasted MAGGOTS on my food.  I asked the waiter and pointed to it and asked him what it was and he said it was a "rice".  I asked "CAN YOU TELL ME WHAT KIND OF RICE?" He could not respond because he didn't know.  I asked him to ask the chef and about 10 minutes later her came back, picked up my plate quickly and made a rude remark in Spanish, saying...."are you done with your fish and "gusanos" meaning worms.   I did not eat my dinner.  He took the plate away and walked back to the kitchen.  At this point, the way I looked at it, I"ve been battling so many "situations" and never had anyone resolved it for me.  This was another lost cause.   I promptly got up and left with my daughter.  I work in the food service industry for many years, and of all the chefs I know, not one can tell me that it was rice after they look at this picture.  Please zoom in and see the worm segments on my plate, these are maggots and not rice.   I am still VERY DISGUSTED AND ANGRY that this happened on my VACATION!!!!!   I never take time off of work and take my family to the beach, so I am very, very disappointed beyond words that I do not have beautiful memories.  I spent over $6,000 to go there and all I have are plenty of complaints.  I've spent that kind of money at other places and it was worth it, this place was ABSOLUTELY NOT WORTH IT.   I understand the ant situation and mosquitos but I was not offered to switch rooms.   We were a family of five, and they wanted to split us up, and I couldn't leave my children in their own room.  I honestly think I should file legal action against the [redacted] for their unsanitary ways.   They also don't wash their cups at the pool bar, they just put them in a water and sanitation bucket.   Truly disgusting resort.Regarding the mold raspberries...apparently I should've taken a picture of that too. 
Regards,
[redacted]