AM Resorts

To Whom It May Concern: To the best of my knowledge the resort has
offered a night return stay certificate which I have attached. As you know, AMResorts provides
services
involving marketing, sales, promotions, advertising and brand management to
hotels and resorts in the Caribbean and Mexico.
We do not manage, own or operate the propertiesKind regards, Charlotte
RW[redacted] ###-###-####

January 20th. 2015
Dear [redacted].In response to **. & [redacted] comments, I regret very much the inconveniences that They experienced in our hotel during their stay. Our mission is to provide you with a high level of satisfaction; therefore, I want to apologize if our service did not...

fulfill her expectations.This is not the service we provide to our guests and, I apologize for the inconveniences that experienced during their stay.| regret very much to learn that our installations did not exceed **. & [redacted] expectations, I want to assure that all their comments have been taken in consideration and the Executive Committee of the Resort is following and supervising all the improvements in their areas. I can confirm that for the last month the Resort has improved several accesses for handicapped guests.As an act of good will, please proceed to refund 2 nights hotel portion due to the service inconveniences.I look forward to having the opportunity to host **. & [redacted] and his party in the near future and upgrade Their accommodations at [redacted] Golf & Spa Resort to Preferred Section in an Ocean View Room.Sincerely,
Ricardo B.
General Manager

[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:The response from AMResorts is disingenuous. The AMResorts website brands Zoetry as one of their resorts, and provides booking options to this and all of their branded resorts. The Zoetry front desk manager’s business card references parent company AMResorts. The AMResorts website states that their brand management service commitment “...flows from the top down, resulting in a high level of owner and guest satisfaction.” Lastly, Sergio J[redacted], the front desk manager who detained us on property until duplicate payment could be procured under duress, implicated AMResorts as being the driving force behind his actions. I therefore expect AMResorts to take a proactive and driving role in resolving this dispute; I am looking for AMResorts to provide the high level of guest satisfaction that I did not receive while staying at one of their branded resorts.
Regards,
[redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: in your first response it was about not being responsible and now that the investigation has been completed you want to say , " that we received something so we should go away. " I believe you need to step up and take responsibility for your part in this mess, as far as we spent the time in Jamaica . Yes we did and we did it the best we could in spite of not getting what we paid for and all the disappointment.
Regards,
[redacted]

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[redacted]>Date: Tue, Feb 10, 2015 at 10:42 AMSubject: Fwd: #[redacted] ResolvedTo: [redacted] <[redacted]>---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, Feb 9, 2015 at 2:20 PMSubject: #[redacted] ResolvedTo: [redacted]Cc: [redacted] <[redacted]>After filing a complaint with the Attorney General’s office for the state of Alabama a few weeks ago, I filed a complaint with you last week regarding Unlimited Vacation Club by AM Resorts. I received a check for the amount owed me this last Friday.Thank you for your help.Best regards,[redacted]

[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. 
Regards,
[redacted]

AMResorts is in receipt of your inquiry regarding  [redacted] and [redacted].
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 [redacted] and [redacted]'
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
 
[redacted]
Customer Care Manager

[redacted] has received compensation for the problems that occurred during his stay. As we have stated, any compensation must come from the resort. AMResorts is not responsible for the day to day operations of the resort therefore we cannot offer additional compensation. AMResorts does not own, operate, manage or control the resorts it represents in the Caribbean and Mexico. We provided them services, such as promotion, marketing, sales and brand management. Thank you, Robin P[redacted]

To whom it may concern, To my understanding, this complaint was replied to by [redacted] and the resort.  AMResorts does not participate in daily operations or management of the resorts in the Caribbean and Mexico. We provide services such as marketing and Brand Management to...

them. Thank you for your consideration, Robin P[redacted]Customer Care SpecialistAMResorts 7 Campus Blvd. Newtown Square, PA 19073 [redacted]@amresorts.com

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.
While
your comments are very important to us, AMResorts LP does not own, operate,
manage or control...

the [redacted] [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 7 Campus Boulevard Newtown Square, Pennsylvania 19073

Thank
you for contacting AMResorts. Our records indicate that **. & [redacted]
have been contacted and their refund of the unused portion of their reservation
is being refunded to them.  
Roman","serif";mso-fareast-font-family:
"Times New Roman"">
 
Thank
you, 



Robin P[redacted]
Customer Care
AMResorts
7 Campus Blvd.
Newtown Square, PA 19073
[redacted]@amresorts.com














6/14/2015






Complaint

Purchased a Travel vacation through [redacted] a third party website. When checking into one of AM's Resorts ([redacted] in Cancun Mexico) they told us this had been paid in full by the third party [redacted]. We were then notified the evening before checkout that [redacted] did not in fact...

pay the resort and that we needed to see management the next morning upon checkout. At checkout we ere asked to go into the General Managers Office and discuss this with him. He told us we needed to pay the resort what was owed since they have not received payment from [redacted]. We did confirm that [redacted] closed it's doors and did not pay the resort. However, The GM stated we could not leave unless we paid the full balance. They detained my wife and I and extorted the money from us since they knew we had a flight leaving Mexico in 3 hours back to the sates. They stated that the controller from AM Resorts located in Newton Square PA told them not to let us leave unless payment was received and to detain until the transaction was completed. We were detained illegally and forced to pay in order to leave the resort. Upon payment we were escorted off property to the airport.







Desired Resolution

This was the worst experience we have ever had from a so called 5 Star resort. They forced us to pay knowing that [redacted] had not paid prior to us checking in. They extorted money from us and we want it back as well as a formal apology from their senior management.

Consumer Business Dialog

AMResorts is in receipt of your inquiry regarding...

 [redacted].  
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
 
[redacted]
Customer Care Manager

Thank
you for contacting AMResorts. Our records indicate that **. & [redacted]
have been contacted and their refund of the unused portion of their reservation
is being...

refunded to them.  
 
Thank
you, 



Robin P[redacted]
Customer Care
AMResorts
7 Campus Blvd.
Newtown Square, PA 19073 [redacted]@amresorts.com

From: Revdex.com of Metro Washington DC<[email protected]>Date: Wed, May 10, 2017 at 12:11 PMSubject: 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>Sincerely,Revdex.com Customer...

Service Team---------- Forwarded message ----------From: Customer Care Amresorts <[email protected]>Date: Wed, May 10, 2017 at 12:10 PMSubject: Automatic reply: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: Revdex.com <[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 18-21 business days, please note that time to time there may be extenuating circumstances which may require additional time. If you have received this auto response from us, you can rest assured we have received your email. 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

AMResorts is in receipt of your inquiry regarding  [redacted].
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 **. [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
 
[redacted]
Customer Care Manager

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: AM Resorts has dozens of complaints filed through the Revdex.com that were settled . Some complaints that were filed were on behalf of businesses owned by AM resorts. Robin's past complaints are visible and she dealt with customer service complaints in the past and credited and or refunded customers that filed complaints. She claims that she is only a marketing company but it clearly show on Revdex.com.ORG all the complaints she has answered in the past on behalf of AM resorts. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I have attempted to send 3 emails as to how to proceed to receive the 3 day stay but have gotten a response. I accept on the grounds that the coupons are received. Once they are received this complaint can be considered resolved. 
Regards,
[redacted]

AMResorts is in receipt of your inquiry regarding [redacted].
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 **. [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
 
[redacted]
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. 
Regards,
[redacted]

The Accounting Department can confirm that this transaction was refunded successfully. I have gather the ARN for this refund below.
ARN: [redacted]; please have our customer pass this to his bank in order to have them trace the payment.
If you have any questions please do not hesitate to ask.