Back in Balance

I have researched the complaint by Ms. [redacted].  Grand Pacific takes customer service and the satisfaction of our owners very seriously and is our number one goal.  I read the complaint in detail and also researched all of the reservations that Ms. [redacted] has had over the...

years. What I was able to ascertain is:The Purchased 10/30/1998, for a 1 Bedroom Every Other Year Use in the Odd years.  They purchased a High Season week.  Red Wolf Lakeside Lodge is a Float unit/Float week so the owners do need to call to make their reservations. The use history for Ms. [redacted] is as follows:Reservations:2009 – used 12/30/2009-1/3/20102011 – used 7/17/2011-7/24/20112013 – Banked with [redacted] – this is their right to exchange their week2015 – Banked with [redacted]  - this is their right to exchange their week.2017 – Has week booked for 12/24/2017-12/31/2017 The above history does indicate that for the weeks they reserved at the resort they received very demanded Summer and or Christmas / New Year’s Holiday weeks. I cannot from the above agree that their complaint is worthy of a cancellation.   They have been long time owners and are fully aware of the reservation process as well as the Associations Rules and Regulations.I can however provide them with the best service possible and assistance with their booking needs.  I attempted to call the [redacted]’s party, however they have contacted Grand Pacific and asked that their phone number be removed from their account and that they receive no further phone calls.I am therefore unable to gain their phone number. I have also emailed the owners in attempt to reach them for resolution. Please let me know our next steps in helping resolve this complaint. Sincerely,[redacted]

A positive environment to relax and receive quality massage therapy treatment.

I am rejecting this response because:  Ms. [redacted] indicated that the weeks we have been able to book are highly sought after yet what she failed to recognize is that we were only able to successfully book 3 weeks since 2009 and at best 5 weeks total since our initial purchase in 1998.  We have had to bank numerous weeks over the nearly 20 years of ownership due to lack of availability as illustrated in 2013 and 2015 as duly noted by Ms. Brady-Snyder.We should not be bound to a contract connected to a vacation program that has not provided the flexible vacation times we were promised at the time of purchase.  We are dissatisfied with their service as well as the continual expenditure of money towards a vacation program we are unable to use.  The fact that we have been long time owners and continue to be dissatisfied with Red Wolf Lakeside Lodge should be the impetus for Grand Pacific Resorts to make amends by granting contract cancellation.