Aspen Village

The person making the complaint was correct it was not Interval International, I offer my apologies, the exchange company was not Interval International it was RCI I have attached their confirmation through the exchange company When I first spoke to the customer she asked for two nights stay or reimbursement I asked her to contact the company she booked the unit through since we did not have a place to mover her to during the incident She told me that she had and they were unable to assist her She offered to send pictures and I told I would be willing to look at them I have attached a copy of her email she sent with the photos and further comments stating that she would report us to the attorney general unless she received reimbursement for the two days she did not get to use I have attached her registration sheet showing they were planning on leaving the next morning and not Monday I have also attached copies of the first page of our information binder showing clearly the on-site manager info as well as the packet that they receive with their keys upon cheshowing the on-site manager info Given the fact that the registration sheet shows Tuesdays date I am left to assume they picked up the keys Monday night at the On-Site Mangers home meaning they knew it was there In speaking to our Manager he stated that he did go and visit the customer prior to them leaving But we were unable to replace the tank before they leftIt is difficult for us to compensate an exchange customer since our units are privately owned by specific people for specific weeks If RCI, the booking company, decides that she should be compensated then they would be the responsible party and they would be in touch with us I do not have a better solution than this as we cannot reimburse what we were not paid Therefore monetary compensation is not feasible We accept the fact that they left early by one day and we paid for the repairs to the unit without question as to fault We are sorry that they were unhappy with their stay

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I reject the response they provided, because it is not an honest accountThey did not provide anyone for me to be able to contact for a refund instead of themThis response from Aspen Village is the first time I have heard of the name Interval InternationalThey also stated that we opted to leave instead of wait for a repairThis is also inaccurateWe did not opt to leave because we didn't want to wait for a repairWe would not have minded waiting for them to fix the toiletOver half of the unit's carpet was soaked and so were many of the kitchen appliances, and I did not feel it would be safe to be using the unit whether they repaired the toilet or notThere were six people that looked for a contact number for such emergencies, and none was foundWhether we could not find it because it wasn't there, or because it wasn't in a place where we could easily find it in said emergency, is unknown to meI did not find it in either location they said it would be inI also was ready to accept any kind of reimbursement from them to begin with, whether it was monetary or another weekendThis was stated to them many timesDue to how poor their customer service is, I requested a monetary reimbursement on my complaint submitted to the Revdex.comThis initial complaint is the only place I stated I would only be willing to accept a monetary reimbursement because I did not wish to deal with their company any furtherAlso, the crack in the toilet is fresh, that is accurateAs is proved in the pictures, the crack did extend from a previous problem with the toiletThis is obvious to me, because the crack extends down from an area that they attempted to fix with some sort of poxy or other agentThis "poxy" is what indicates to me there was a previous issueThey also attempted to stabilize the toilet with a board on the back of the toiletThis techniqe is usually used for securing unstable toiletsAlso an indicator that there has been previous issuesThe crack is an extension of the issues that were previously there, and not fixed adequately.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thank you for showing me where we failed to find the phone numbers indicatedI do feel as though it is irrelevant to the fact that Aspen Village did not provide a unit that was in acceptable condition, and had no where else to move us to, so we had to leave and lose the two nights stay that we paid forI did talk with RCI, as stated, and they did tell me that they were not responsible for the damageIf they took any action, they it would make them liable for this damageThat is why I came to Aspen Village, who was responsible for the damageAspen Village is responsible, and should fix the issue, whether it is with me, or using the third party RCII do not know how they go about fixing the issues in cases like these, though I am sure they know the steps they need to take to resolve the matter As stated, I provided pictures to Aspen Village to prove fault, and they did not address the issueThe document that was provided for our checkin is accurate, though they did inform me at that time that I had all the way until Monday to check out, regardless of what I wrote on that formThis is, again, irrelevant because I am not asking for reimbursement for all the way until MondayIf that were the case, then I would be seeking three days reimbursementI am asking for reimbursement for the day of Friday night to Saturday, and the day of Saturday night to SundayBoth days that we were not able to enjoyWe did know where the unit was that we were to pick up our keys fromUnfortunately, in the chaos of the flooding of the unit, we did not realize that that was the same location we would report toWe instead cleaned up the whole mess in hopes of helping Aspen VillageIt would have been very nice to leave that night in their hands, instead of our ownWe did not have any one come and check on us at the unitAny communication we had with Aspen Village that day was done in phone calls, both made by me and my husbandThe claim that the manager came and saw us that morning is invalid.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Response to Complaint #[redacted] As a hosting facility, the customer who posted this complaint did not pay our resort for their weeks stay.  They paid Interval International to exchange into our resort.  When I first spoke to [redacted] she informed me that they wanted us to reimburse her two...

nights stay.  We told her that she should speak to Interval International to resolve her request since we did not receive any monetary fee for them to stay with us.  She told me that they told her they could not assist her.  I believe it was due to the fact that they chose to leave rather than wait for a repair. I asked her why we owed her two nights and she said they left earlier than the Monday check out due to a toilet leak and we did not have another available unit for her to move into.  We are a small resort and did not have another open unit.  In her report to the Revdex.com she stated that there were no emergency numbers when in fact we have an “Onsite Manager” whose information is listed on the check in packet and in the information binder in each unit for just such emergencies.  Then she told me they were looking for the money back on the two nights they did not stay.  When our repair person went into the unit it appeared that the toilet tank had been cracked due to excessive force against the support board (example, someone sitting down very hard against the tank).   The below pictures were taken by the customer making the complaint.  The crack was clean and fresh so there was no previous repair.  In speaking to the President of the Timeshares he stated that the repair and repair of other damage to the unit would cost much more than two nights stay as a result.   We are a “Fixed Week” resort meaning that our owners own their unit during a fixed week each year which limits our use of the resort for special accommodations for exchange companies.

The person making the complaint was correct it was not Interval International, I offer my apologies, the exchange company was not Interval International it was RCI.  I have attached their confirmation through the exchange company.  When I first spoke to the customer she asked for two nights stay or reimbursement.  I asked her to contact the company she booked the unit through since we did not have a place to mover her to during the incident.  She told me that she had and they were unable to assist her.   She offered to send pictures and I told I would be willing to look at them.  I have attached a copy of her email she sent with the photos and further comments stating that she would report us to the attorney general unless she received reimbursement for the two days she did not get to use.  I have attached her registration sheet showing they were planning on leaving the next morning and not Monday.   I have also attached copies of the first page of our information binder showing clearly the on-site manager info as well as the packet that they receive with their keys upon check-in showing the on-site manager info.  Given the fact that the registration sheet shows Tuesdays date I am left to assume they picked up the keys Monday night at the On-Site Mangers home meaning they knew it was there.   In speaking to our Manager he stated that he did go and visit the customer prior to them leaving.  But we were unable to replace the tank before they left. It is difficult for us to compensate an exchange customer since our units are privately owned by specific people for specific weeks.  If RCI, the booking company,  decides that she should be compensated then they would be the responsible party and they would be in touch with us.  I do not have a better solution than this as we cannot reimburse what we were not paid.  Therefore monetary compensation is not feasible.  We accept the fact that they left early by one day and we paid for the repairs to the unit without question as to fault.  We are sorry that they were unhappy with their stay.