Mr. [redacted] First off, we apologize for the sales representative that was unavailable to you. He is not affiliated with our company any longer. We appreciate you taking the time to research cruise options through our program. We promise you that through the duration of your...
membership, your savings will strongly outweigh the membership price. We do not want you to leave our program based on your first quote with us.With that being said, we will honor your refund but suggest you entrust the potential of our program long-term.Thank you,Kyle [redacted]Vice President of SalesCondominium Travel Club
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]
Dear Mr. [redacted], Thank you for your comments. You claim, “The whole point of this complaint is that Condo Travel Club does not disclose where they have condos available and which of those have a 3 bedroom option.” As stated in our last response, we do provide you with a list of our available inventory. As soon as you enroll in our program we give you instant access to our website that displays thousands of condominium weeks, actually approx. 80,000 condo weeks that are ‘LIVE in Real Time’. They are immediately available to you at member rates. All the details of those are on the site, including the number of bedrooms, described in detail before you book them. What we do not list (with booking details) is the vast inventory we have access to from our large list of condominium suppliers. That inventory changes hourly based on demand. As you noted, we do provide you a sample of properties we have booked for members in the past to give you some idea where condominiums are located and to help you with your planning and requests. If you do not see anything that meets your needs from our ‘LIVE’ inventory you can use the “Condominium Request Form” and we will contact the suppliers of those properties to see if their units are available with the parameters of your request i.e. date, number of bedrooms, etc. Our goal is to always find you accommodations that meet your needs. Referring to our response that some properties do not offer 3 bedroom options, you claim, “Again, CTC needs to be forced to disclose this information to those they are selling to. We list our inventory willingly and in fact are working to improve transparency of much more inventory. Our suppliers want to move unused vacation weeks. Most of our suppliers cannot display them through traditional marketing channels so they rely on us to make them available through a Closed User Group aka membership club. We are currently gathering as many api/xml feeds of inventory as are available from our suppliers and consolidating them into a more customized LIVE condo booking engine that will be available soon. The new booking engine will list the Hot Weeks, Bonus Weeks and Flat Rate Weeks live in real time and should be the most comprehensive display of LIVE vacation week inventory in the World. In case that inventory does not meet your needs you will still have the “Condominium Request Form” available to you so we can contact our suppliers and negotiate the purchase of inventory they do not make available in their LIVE feeds. We provided you with the Flat rate pricing you were promised in the contract and you claim that is ‘…blatantly incorrect.’ You also ask, ‘…how could Harbortown be within their network and out of their network at the same time?’ We stand by our claim. We did supply you with the Flat Rate price promised. It is $499 for a Studio or One Bedroom. That is what we offered you. There were no three bedrooms available. We could only offer you what was available in the area and at the property you requested. We use a vast network of condominium suppliers. Suppliers that own the condominiums, manage the condominiums, exchange condominium inventory, purchase to rent condominium inventory, associations that control the inventory, etc. These and others make up our normal list of suppliers. When we go outside those suppliers that is what we are referring to. You state, “CTC needs to be forced to disclose this very comment in a very clear, concise manner. In reality, the only condo’s guaranteed are those that they advertise as “specials”. If a person actually has a destination in mind, most likely, you’re out of luck. The CTC is only good if you’re willing to go wherever CTC can get lucky. The CTC salesman told us the CTC was an excellent way to plan a family vacation at a reasonable price. Two months after we requested the condo and before CTC had come back with any pricing, we even called CTC and told them that we had booked a flight for our daughter and asked if they were really going to be able to find something. Of course, they said yes. We just didn’t know that they would be giving us a price of $1,899 for a condo that per their disclosure should have been $699.” I have already addressed your concerns for listing our inventory above. Yes, we have specials but that is only about 25% of the condominium vacations we fulfill. The vast majority are the requested weeks you asked for. We found you the space you needed for your group. There were no three bedrooms to offer you at the $699 rate so we offered you two studios for $1899. Since you did not like that option we found you one Studio at your Flat member rate ($499) and the other for only $100 more ($599). You decided not to book them which is certainly your option. You state, “Unfortunately, I don’t trust that the complimentary vacation week would even be fully compensated as is evidenced by the “free cruise” that CTC offered to everyone who attended their seminar. Needless to say, the cruise was far from free.” The cruise you are referring to is a Promotional Rate cruise for attending our sales presentation. It is not Free and we do not claim it is Free in any of our promotional material. It is; however, substantially discounted up to $600 depending on your itinerary. We print the terms of our offer before your presentation and have you sign them. If there is a misunderstanding with the marketing company, you have the opportunity to decline our offer. We again apologize for any misunderstanding and we stand by our offer in our last reply. To compensate you we would like to offer to pay for the next vacation week you request. We will accommodate up to 7 people for you. Sincerely, Condominium Travel Club, Inc. Kyle [redacted] Vice President of Sales
Attached are the documents relating to the Condo Travel Club. I will again say that I believe we should receive a full refund. We were outright lied to and misled by the salesman.My issue is this: We were told specifically by the salesman that we could add our son as soon as he turned 21 years old. We questioned him about this because our son wasn't 21 until 2017. He said there would be no problem, the day he turned 21 we could add him as an associate member and begin using all the benefits of the associate membership, including renting condos. We signed the contract taking him at his word. When I called the Condo Travel Club several months later to ask questions about adding my son that's when I was told he couldn't rent a condo until he is 25 years old. I feel that this salesman intentionally misled us and outright lied about the associate membership age in order to sell us the membership. We never would have joined the Condo Travel Club if we had known our son would have to wait until he was 25 to rent a condo.For the Condo Travel Club to offer us $100 in compensation is ludicrous. We paid over $7,000 for the membership. We have such a bad impression of the Condo Travel Club now that we want nothing to do with them. They obviously use shady tactics to get people to sign membership agreements and intentionally deceive people.I appreciate your assistance with this. Thank you.[redacted]
I wanted to make you aware that we had accepted the Condo Travel Club offer to pay for the next vacation week that we request. Please let me know if you need anything else from me. Thank you.[redacted]
Dear Mrs. [redacted],If I understand you correctly you claim your 21-year-old son cannot take advantage of Condo Rentals even though you were told directly by the salesman that he would be able to do so. You never would have purchased a membership if you had known your son needed to be 25 to take advantage of the membership. You feel Condo Travel Club should issue you a full refund.Again, we apologize for any misunderstanding.On page 3 of 4 of your contract, the first line explaining restrictions on use of condominiums states the following.Condominium Access - Members, Friends and Family must be over the age of 25 to book a condominium.On page 4 of 4 of your contract we again state in Bold Letters and have both of you initial the following:I/We understand that the request criteria for FLAT RATE WEEKS is a minimum of 60 days in advance for low season weeks and a minimum of 120 days in advance for peak season weeks. Reservation requests are made for one (1) week at a time. Members may request FLAT RATE weeks for friends and family over the age of 25.Our internal policy for booking Fixed Rate Condominiums is 25 years of age or older for many reasons. Many condominium suppliers with thousands of weeks available like Wyndham only require users to be 21years of age or older. Based on your misunderstandings we will be happy to lower our age restrictions and allow your son to make reservations for Fixed Rate Condominiums through us. Since you are the exception and not the rule you will have to ask our condominium agent that is assisting you to note the age exception in your file before a request is made so there are no misunderstandings and we can execute the request. Not all condominiums will be available to him based on the internal policy of the condominium suppliers but I am sure he will have plenty of opportunities to realize member savings on beautiful properties in vacation destinations. It is important for you to know that our Bonus condominium weeks displayed live on our website have always been available to him. We do not control the age restrictions on those weeks.We are happy to work with you on this exception but based on the clearly written terms of your contract and your signatures stating that you understood the terms, we do not believe a refund is warranted. We again offer to double your Travel Award value ($200.00) and make it available for use anytime in 2017. Please let us know if you are interested in the additional savings.Sincerely,Condominium Travel ClubKyle [redacted]Vice President Sales
Dear Ms. [redacted],If I understand you correctly you claim you were told that,'.... we could go any where with flat rate prices in condos. We were told discounts on rental cars. This is all false. We have placed requests for a wedding and we are being told they don't deal with the area we want. The...
discount on rental cars don't exist. What the they explain and what they sell you is completely false.'You would like,"Termination of the contract with all fees waved." "We fianced this membership fee and we will take responsibility for what we have already paid..." I apologize for any misunderstanding. You cannot 'go any where' and book a condominium at Flat Rate prices. Flat rate prices on condominiums are available in many, many areas but they are not available in areas with limited or no supply of timeshare condominium units. That was the case with your request. We did offer you a wholesale rate in the area you wanted to visit which was at a higher price then our Flat Rate prices.I am not sure about the car rental reference you are making. I see we quoted you on some rates and can assure you they are at member rates.For your inconvenience, the next time you would like a weeks vacation we will pay for your accommodations in one of our condominiums for up to 4 people. The only restriction is that it cannot be during a Holiday.Sincerely,Condominium Travel Club, Inc.Kyle H[redacted]Vice President of Sales
Yes, those were the documents we were given by the Condo Club. HOWEVER, the application was incomplete and we decided not to go through with the purchase after our sales representative told us she had not completed all of the paperwork needed to get the Genesis credit. Then her supervisor, Mr. Alvilas, and Mr. Bishop continued to send us docusign papers electronically. That is when he contacted Bridgette to make sure she had not completed the application process, which she confirmed. We did not sign the last documents needed for the Genesis account, as you can see by the August 30 email they sent to me, and my response on the 31st, stating I would not sign the document giving them permission. The purchase was not completed, and they opened the Genesis account fraudulently. I do not accept their terms to this agreement, as it was NOT the terms we agreed to at the point of sale. Therefore, we would like this matter closed and settled, as we are not paying for this fraudulent account.
The representative who answered my complaint is lying, to put it bluntly. I never completed the paperwork for the Genesis account, and received a number of email requests from Daniel Bishop to "docusign" the Genesis approval document. I have attached one of his requests and my email response. In addition, our sales representative, Bridgette, made the effort to call us to tell us that our paperwork was not complete, and that she told the sales team this during phone conversations. Her phone number is [redacted]
Dear Mr. [redacted],If I understand you correctly you claim you tried using our service several times and did not get the prices advertised the day of the seminar. You would like a refund.I researched your request history and found that we could not fulfill your Christmas accommodation request...
for Lake Tahoe because you did not give us enough time to find your member rates.At the beginning of January you submitted a request for [redacted] in Ventura or [redacted] in Oxnard for the week of June 11th or 12th. You requested a three bedroom for 5 adults and 3 children. We explained to you that three bedroom condo units for that area were hard to find but could locate you a couple units to accommodate the number of people you requested. We initially could not find you the fixed rate weeks but made you an offer in case you were interested. You declined and we negotiated with the supplier and was able to offer you two studios. One at your advertised fixed rate member price of $499 and the other $100 more for $599. Final price for both after taxes and fees was $1152.90. That is a savings of over $700 off the public rate. See attachment of same unit at the same time online and the final price of $949.00 each. Depending on your desired area of travel and the time of year you choose can limit your condominium choices. Some areas simply do not have large three bedroom units available. We apologize for the inconvenience of your first experience with us but will work hard to make it up to you. Based on our ability to save you a substantial amount of money on the area you requested we do not feel a refund is warranted. For any misunderstandings, we would like to offer you a $200.00 credit towards your next condominium request and waive your next years dues. Sincerely,Condominium Travel ClubKyle [redacted]Vice President of Sales
[redacted] Dear Mr. [redacted], If I understand you correctly you claim: ‘Signed up for the vacation club. Finally went to check the site for various costs of cruises, flights,...
condo stay and hotel. There is no savings, and I am able to get better pricing on my own. The whole sales pitch was the "cost saving", and having someone else do your bookings. Films showed some pretty nice places at a fraction of the "normal" cost. I had let them know we are frequent travelers of cruise lines, and they advised that that is the biggest savings of all. We would get suites for the cost of an interior room. (NOT TRUE). They had a "give away" of a free cruise. I set up the dates, and received the quote of 427.90 per person, I went to the cruise line site and the same cruise with the same room was 187.00pp inclusive of port charges and taxes. What type of "free" are they talking about? Very misleading, misrepresentation of anything factual. I have emailed and written a letter to the company with no response.’ Our records show that you emailed our office on Sept. 17th, 2017 with a question on how to search for a condominium. On Sept. 18th, 2017, our customer service department emailed you a response to your question. On Sept. 25th, 2017, you worked with the Promotional Cruise Department to find a cruise. You also emailed us requesting a refund. On Sept. 26th, 2017, you submitted your complaint to the Revdex.com. We are confident we can save you money as a member and make your experience much more pleasant than it has appears to have started. Let me start by addressing your initial concern about finding condominiums, cruises, flights and hotels. We have many online booking tools available but prefer if you call for service. Not all of our online booking tools will give you all the rates we have available. We use Amadeus and many other booking portals that are not available for us to share with you online because they are B to B or travel agency only tools. We have tens of thousands of condominium weeks immediately available on your member website listed under Condominiums and Bonus Weeks. You can find the location of the condos by drilling down on the booking engines starting with choosing the Country you want to visit and ending with the State and City. Those are there for you to book immediately. If you do not find what you are looking for simply fill out a Condominium Request Form and we will do all the work for you. We will contact all of our suppliers, many of which are not online, to locate what is available at the time of your request. You can request a Fixed Rate Week or a Bonus Week. For last minute reservations, you can view our Hot Weeks that come out once a week on space availability from $99 to $399 a week. The condominiums are available at member only rates and are a tremendous savings to you as a member. I would provide you an example but I do not see where you requested any condominiums to date. There are a few opportunities to save on airfare but mostly on packaged vacations and international flights that we earn a commission on. Most of the time we are only providing you the service of locating a flight you are interested in and booking it with no booking fee. There are no discounts on domestic flights. We Guarantee you the lowest rate on Hotels, Condominiums, Cruises and Vacation packages. See our Best Rate Guarantee below. We do get you substantial savings on cruises but the savings depend on what type of cruise you book. We will save you $50 on a 3 day 2 night cruise or $3,000 on a River cruise in Europe. The savings are cruise specific. We see the Promotional Cruise Department offered you some options on your promotional cruise you selected saving you $216.20 on a 4 night cruise but you did not want the cruise thinking it was cheaper somewhere else. I can assure you it was not. As a matter of fact we are so confident in our ability to offer you the lowest price on a Carnival Cruise that we will modify our Best Rate Guarantee and actually pay for the promotional cruise if you can find it for less. You will have to follow the terms of our Best Rate Guarantee to qualify for this offer. Basically, it has to be a price comparison for the same cruise that you purchased. You will need to keep records of the purchase showing the final price of the Cruise as compared to the member price we offered. There is a form we have on our website under our 150% best Rate Guarantee to use. I have attached the Promotional Cruise offer we made to you before the presentation. As you can see we listed the approximate cost of the cruise per person and did not say if was Free. We apologize for any misunderstanding concerning our benefits or details of your Promotional Cruise. We would like to pay $200 towards your Promotional cruise when you decide on a date and itinerary. Of course, you will get it at your promotional rate when you decide to book. Sincerely, Condominium Travel Club Kyle [redacted] Vice President Sales
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]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was mistaken in my purchase price, so that obviously needs to be amended but I'm not sure how I can do that. They keep saying they've no records... I talked to people on the phone making these requests, so them having "no records" doesn't help me. And I filled out a request for timeshare information at least twice. And the honeymoon incident, that keeps coming back up - I asked for a price on a specific hotel. A specific suite at a specific hotel. Was told I'd get an answer, and by the time they responded the place was booked. They showed a ($400 savings) over a different package that they offered, and I get that similar rooms may be accepted or offered - but in this case I was able to book the room we wanted online, then went to my travel agent, waited, called, waited some more, then found out it was booked. I feel like I'm just getting the same "we have no records" talk over and over - I spent a couple days talking to a rep on the phone about Iceland tours. And the insulting email I got in response about how "they're sorry I was confused" wasn't much help, and the response email I sent... I never got a reply to. I appreciate the offer of a free vacation, but I don't see how I can continue to work with this organization when I get what I feel to be rude, infrequent, or delayed responses, denial that anything went wrong (or outright denial that I even made a request), and in general what seems to be a service I deeply regret purchasing as I can find pretty much the same deals (when I actually want them) online. I think this service would probably be fine for a lot of people who plan their 1 or 2 weeks a year months in advance. But I think there's a disconnect between what we were told in the sales process, to what they're delivering. I even gave a few days before I went to the Revdex.com in order for the business to handle it internally, but I only got a response back after they received the Revdex.com complaint. I feel duped, lied to, and taken advantage of. I don't think that was anyone's intention in the travel department - this seems to be the way they operate, and if I would have known I had to plan everything way in advance and apparently record all of my calls so that they'll have record of them, then that's fine. But, I was lied to in the sales process. I was promised the world and they didn't deliver, we were told it'd be instant. We were told someone would be there and be able to book while we were looking. We explained to our salesman that we might be looking at a vacation for the coming weekend on a Thursday and he said "yeah just call they'll book right then" - it isn't a problem that you need a few days to get packages together. It's a problem that we were lied to about what your company is, and is not. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
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]
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]
Mr. [redacted] We received your complaint regarding the satisfaction of our service to your travel requests. We want to thank you for your time and feedback regarding these concerns. We have researched your service history with our club. On 9/8/2016 you spoke with our travel agent Belinda,...
regarding your previously booked cruise. Belinda informed you at that time that we are unable to discount cruises and shore excursions that were booked prior to your purchase of the membership. She explained that we can however offer discounts on any future cruise bookings. Further our records indicate our Customer Service agent Sue reached out to you on 9/20/2016 and at that time you expressed wanting to utilize your membership benefits by booking a cruise in the near future. On 11/4/2016 you submitted a condo request for the Oregon area with a time frame between the end of January to the beginning of February. During this process our Condo agent Sheena touched base on 11/29/2016 with an update that your request was still being fulfilled. On 12/12/2016 our Condo Agent Jen sent you two options in your location and time frame requested. Both options given to you were $599 2 bedroom units that sleep 6, saving you $516.08 on the first unit and $600.22 on the second unit with the membership pricing. We want to apologize for any dissatisfaction or misunderstandings. In hopes to express our confidence in our services and our considerations of your experiences so far, we would like to extend a $100 travel credit towards your future bookings with us. Kyle [redacted] Vice President of Sales Condominium Travel Club
[redacted] Sorry for the miscommunication. Our company has provided this service in the past for our members. We have booked nudist vacations at member rates. We would be happy to research any nudist vacation properties or cruises at member rates for you. Please contact myself via e-mail at [redacted] or phone [redacted] Kyle [redacted] Vice President of Sales Condominium Travel Club
Dear Mrs. [redacted], If I understand you correctly you would like a refund of your membership because you claim you were told you could add your son as an associate when he was 21 and you would be able to take your dog to a condo. Since joining you were told your son needed to be 25 to rent a condo...
and dogs were not allowed in condos. You feel you were intentionally misled. We apologize for any misunderstanding. Your contract with us does not include a promise of ‘pet friendly’ condos; however, some condos suppliers we work with allow pets in their units. You submitted an online condo request on 1/3/2017 for the dates of 4/15/2017-4/22/2017. We offered you a choice of 2 units at your Flat Rate price in the area you requested. Barrier Island Ocean Pines Beach in Duck NC 4/15 -22 (2 bedroom) sleeps 6 for $599. As part of your membership you get a $100 Travel Award that you can use towards a condo, cruise or vacation package every year. If we apply your Award, you would only have to pay $499 for the 2 bedroom for one week. We also offered you a one bedroom at the same resort for $499 - $100 Travel Award = $399 for the week. The Public Rate for the same property is $1821.00 which is a savings of about $1400 because you are a member. The units were not pet friendly so you did not take us up on our offer to you. We did find you a pet friendly 2-bedroom accommodation per your request in the area you were looking but it was not one of our condo suppliers which is why the cost was $1006.00 for the week. We asked if you would like us to continue to search for a condominium or accommodations but you canceled your request. For future reference, I have included a list of pet friendly condominium properties we work with that you can get your flat rate pricing based on the terms in your contract. Many are on the beach. We also have access to 700 Extended Stay hotels that accept pets at member rates but you have to add $25 more per night plus tax for your pet. Extended Stays have many of the amenities of a Condo but are typically not as luxurious. Earlier we forwarded you some examples of your member savings for Extended Stays using Orlando Florida as an example. Simply add an extra $25 to the rates for your pets. (see attached). Examples were taken right from your member website as compared to the Extended Stay website. We are not aware of refusing a request for your 21 year old son for a FREE ‘Family and Friend membership’ He certainly can be a member but he will not be able to use most of our condos because many have an age restriction of 25 years old. He can certainly book other types of vacations that allow 21 year olds to book. Per your request, we did sign up Ralph & Pam Riggs, they are CTC# 5649B and were activated 10/18/2016 for a FREE ‘Family and Friend’ membership. We also quoted you a cruise: You called in on 9/6/16 and wanted a quote for the Island Princess Tour HA5 8/2/17. The public price for the Balcony BB was $7511.96 their member price was $6896.16 member price included Free upgrade, Free gratuities and $150.00 on board credit along with reduced deposit. Based on the terms of your contract and the savings we found you to date we do not believe a refund is appropriate. We will double your Travel Award value and make it available for use anytime in 2017. Please let us know if you are interested in the additional savings. Sincerely, Condominium Travel Club Kyle [redacted] Vice President Sales Pet friendly condos we have available per the terms of your contract:
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* Dear Mr. [redacted], If I understand you correctly you claim: ‘In December we went to Iceland, and I wanted to book tours, but we were unable to do that. I filled out more than...
one request for hotel information on their website, and never received a response. I did receive a response for a condo inquiry recently, but only once I had asked to speak to a manager. I was getting married in June, and we really wanted to use the club to book our honeymoon. I sent in numerous deals and resorts I wanted to investigate, but all of the pricing was outdone by other travel sites, that I didn't have to pay thousands of dollars for. Then, we found a hotel we wanted. We decided to go ahead and book. So we email the travel people, asking for a rate for a suite that we'd asked for that was confirmed available for the dates we wanted. Then a few days later I reached out again asking for information - then, over a week after my first inquiry, they responded to tell me that the room we wanted was booked. Their lack of attentiveness and the slow speed at which they respond has made us feel like we were duped. I reached out to the manager to ask for a refund for our purchase price. I said that since we hadn't used our membership because they've failed repeatedly to honor their commitments, there should be no problem refunding us, since we haven't used the services we paid for, - the services they keep failing to provide as promised. And of course, have received no response. Purchase Price: $4995.00 Disputed Amount: $4995.00 Desired Settlement: Refund. I would like a refund of the entire purchase price, and to cancel my membership.’ We apologize for any miscommunication on travel requests you claim to have asked assistance on. We work very hard to respond to all requests promptly. The type of request and the dates you require may slightly affect our response time. For instance, if you ask for a condominium week 3 to 12 months ahead of time we may take a little longer to respond with an offer so we can check all our suppliers. If you want an airfare quote for a flight the next day we will certainly get back to you immediately. We do not show any notes on requested discounts on tours in Iceland. We do not show any online hotel requests. Not to make excuses but we have a couple live online hotel booking portals which provide instant quotes at member rates. We do not have a specific area to use for hotel requests. Typically, that is done by calling us directly. We certainly would like the opportunity to resolve this miscommunication so it does not happen again. Below is our response to your condominium requests. We offered you a week for $399 plus $19.95 saving you hundreds on the unit. We responded to your requests within 5 business days. Typically, it takes about that long to get availability from our suppliers. Alternatively, if you want a quote and book the unit immediately, you can view the tens of thousands of weeks available for booking on our website. We see that you requested travel information from the website for your honeymoon on 1/27/17. We responded with an offer about a week later on 2/8/17 saving you $400 off the public price. Unfortunately, our records do not show the ‘numerous deals and resorts’ you say you gave us to research nor do we see the request for the particular hotel you wanted to book. You requested a refund of $4995 but our records show you paid $3995 for your membership. Obviously, you are unhappy with our service. We want to keep you as a customer and make up to you any misunderstandings or miscommunications that have happened to date. We would like to offer you a 2nd Honeymoon on us. You can book it in the next 12 months and use it in the next 18 months. You can request a one bedroom condominium or your choice anytime and anywhere we have availability but it cannot be over a holiday week. If possible please call us with any future requests so nothing is lost through email or our website booking engines. Sincerely, Condominium Travel Club Kyle [redacted] Vice President Sales Condominium Travel History/Requests: These are the remarks from the Condo request. Request on 7/11 [redacted] Hello [redacted] I am in receipt of your Condo Request for Michigan in October. How many people will be traveling with you? Is [redacted] city the only area you are interested in traveling to? Once we have this information we can begin searching for you. You have also requested correspondence with a manager, is there something I can help you with? You said: We are thinking about going to [redacted] City Michigan the 14th, 15th and 16th of October this year, and were wondering if there were any timeshares we could use at that time in that area as our 1-yearly timeshare reservation...
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Re: Revdex.com Complaint ID [redacted] [redacted]: We received further correspondence you submitted to the Revdex.com and we again appreciate the opportunity to respond accordingly. Per our letter dated 5/21/15; our records indicate that you became affiliated with Condominium Travel Club on 5/3/15. You spoke with our corporate office on 5/4/15 and we attempted to work through your concerns and assured you the sales staff would be addressed accordingly. We spoke again on 5/5/15 when you contacted our corporate office requesting to cancel. We processed your cancellation and your Genesis purchase was refunded on 5/6/15 and a check for your cash down payment was mailed to you on 5/8/15 We do address every concern that is brought to our attention whether a Revdex.com complaint is submitted or not. We expect a high level of courtesy and professionalism from our in-house staff as well as sales representatives. We continue to require training with the outside sales teams to ensure our members are presented with accurate membership information. While we regret your experience with the sales team; it does provide an opportunity for them to learn and grow in knowledge. Condominium Travel Club will continue to offer membership savings on cruises, vacation packages and condominiums while we search for the lowest available price for hotels, car rentals and air as outlined in every membership contract. As a reminder we are in compliance with Payment Card Industry Data Security Standards policies and procedures while Docusign offers a secured sight to process membership contracts; so you can rest assured knowing your personal information is safe. Sincerely, ...⇄ [redacted] Customer Service Director Condominium Travel Club, Inc.
Mr. [redacted] First off, we apologize for the sales representative that was unavailable to you. He is not affiliated with our company any longer. We appreciate you taking the time to research cruise options through our program. We promise you that through the duration of your...
membership, your savings will strongly outweigh the membership price. We do not want you to leave our program based on your first quote with us.With that being said, we will honor your refund but suggest you entrust the potential of our program long-term.Thank you,Kyle [redacted]Vice President of SalesCondominium Travel Club
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]
Dear Mr. [redacted], Thank you for your comments. You claim, “The whole point of this complaint is that Condo Travel Club does not disclose where they have condos available and which of those have a 3 bedroom option.” As stated in our last response, we do provide you with a list of our available inventory. As soon as you enroll in our program we give you instant access to our website that displays thousands of condominium weeks, actually approx. 80,000 condo weeks that are ‘LIVE in Real Time’. They are immediately available to you at member rates. All the details of those are on the site, including the number of bedrooms, described in detail before you book them. What we do not list (with booking details) is the vast inventory we have access to from our large list of condominium suppliers. That inventory changes hourly based on demand. As you noted, we do provide you a sample of properties we have booked for members in the past to give you some idea where condominiums are located and to help you with your planning and requests. If you do not see anything that meets your needs from our ‘LIVE’ inventory you can use the “Condominium Request Form” and we will contact the suppliers of those properties to see if their units are available with the parameters of your request i.e. date, number of bedrooms, etc. Our goal is to always find you accommodations that meet your needs. Referring to our response that some properties do not offer 3 bedroom options, you claim, “Again, CTC needs to be forced to disclose this information to those they are selling to. We list our inventory willingly and in fact are working to improve transparency of much more inventory. Our suppliers want to move unused vacation weeks. Most of our suppliers cannot display them through traditional marketing channels so they rely on us to make them available through a Closed User Group aka membership club. We are currently gathering as many api/xml feeds of inventory as are available from our suppliers and consolidating them into a more customized LIVE condo booking engine that will be available soon. The new booking engine will list the Hot Weeks, Bonus Weeks and Flat Rate Weeks live in real time and should be the most comprehensive display of LIVE vacation week inventory in the World. In case that inventory does not meet your needs you will still have the “Condominium Request Form” available to you so we can contact our suppliers and negotiate the purchase of inventory they do not make available in their LIVE feeds. We provided you with the Flat rate pricing you were promised in the contract and you claim that is ‘…blatantly incorrect.’ You also ask, ‘…how could Harbortown be within their network and out of their network at the same time?’ We stand by our claim. We did supply you with the Flat Rate price promised. It is $499 for a Studio or One Bedroom. That is what we offered you. There were no three bedrooms available. We could only offer you what was available in the area and at the property you requested. We use a vast network of condominium suppliers. Suppliers that own the condominiums, manage the condominiums, exchange condominium inventory, purchase to rent condominium inventory, associations that control the inventory, etc. These and others make up our normal list of suppliers. When we go outside those suppliers that is what we are referring to. You state, “CTC needs to be forced to disclose this very comment in a very clear, concise manner. In reality, the only condo’s guaranteed are those that they advertise as “specials”. If a person actually has a destination in mind, most likely, you’re out of luck. The CTC is only good if you’re willing to go wherever CTC can get lucky. The CTC salesman told us the CTC was an excellent way to plan a family vacation at a reasonable price. Two months after we requested the condo and before CTC had come back with any pricing, we even called CTC and told them that we had booked a flight for our daughter and asked if they were really going to be able to find something. Of course, they said yes. We just didn’t know that they would be giving us a price of $1,899 for a condo that per their disclosure should have been $699.” I have already addressed your concerns for listing our inventory above. Yes, we have specials but that is only about 25% of the condominium vacations we fulfill. The vast majority are the requested weeks you asked for. We found you the space you needed for your group. There were no three bedrooms to offer you at the $699 rate so we offered you two studios for $1899. Since you did not like that option we found you one Studio at your Flat member rate ($499) and the other for only $100 more ($599). You decided not to book them which is certainly your option. You state, “Unfortunately, I don’t trust that the complimentary vacation week would even be fully compensated as is evidenced by the “free cruise” that CTC offered to everyone who attended their seminar. Needless to say, the cruise was far from free.” The cruise you are referring to is a Promotional Rate cruise for attending our sales presentation. It is not Free and we do not claim it is Free in any of our promotional material. It is; however, substantially discounted up to $600 depending on your itinerary. We print the terms of our offer before your presentation and have you sign them. If there is a misunderstanding with the marketing company, you have the opportunity to decline our offer. We again apologize for any misunderstanding and we stand by our offer in our last reply. To compensate you we would like to offer to pay for the next vacation week you request. We will accommodate up to 7 people for you. Sincerely, Condominium Travel Club, Inc. Kyle [redacted] Vice President of Sales
Attached are the documents relating to the Condo Travel Club. I will again say that I believe we should receive a full refund. We were outright lied to and misled by the salesman.My issue is this: We were told specifically by the salesman that we could add our son as soon as he turned 21 years old. We questioned him about this because our son wasn't 21 until 2017. He said there would be no problem, the day he turned 21 we could add him as an associate member and begin using all the benefits of the associate membership, including renting condos. We signed the contract taking him at his word. When I called the Condo Travel Club several months later to ask questions about adding my son that's when I was told he couldn't rent a condo until he is 25 years old. I feel that this salesman intentionally misled us and outright lied about the associate membership age in order to sell us the membership. We never would have joined the Condo Travel Club if we had known our son would have to wait until he was 25 to rent a condo.For the Condo Travel Club to offer us $100 in compensation is ludicrous. We paid over $7,000 for the membership. We have such a bad impression of the Condo Travel Club now that we want nothing to do with them. They obviously use shady tactics to get people to sign membership agreements and intentionally deceive people.I appreciate your assistance with this. Thank you.[redacted]
I wanted to make you aware that we had accepted the Condo Travel Club offer to pay for the next vacation week that we request. Please let me know if you need anything else from me. Thank you.[redacted]
Dear Mrs. [redacted],If I understand you correctly you claim your 21-year-old son cannot take advantage of Condo Rentals even though you were told directly by the salesman that he would be able to do so. You never would have purchased a membership if you had known your son needed to be 25 to take advantage of the membership. You feel Condo Travel Club should issue you a full refund.Again, we apologize for any misunderstanding.On page 3 of 4 of your contract, the first line explaining restrictions on use of condominiums states the following.Condominium Access - Members, Friends and Family must be over the age of 25 to book a condominium.On page 4 of 4 of your contract we again state in Bold Letters and have both of you initial the following:I/We understand that the request criteria for FLAT RATE WEEKS is a minimum of 60 days in advance for low season weeks and a minimum of 120 days in advance for peak season weeks. Reservation requests are made for one (1) week at a time. Members may request FLAT RATE weeks for friends and family over the age of 25.Our internal policy for booking Fixed Rate Condominiums is 25 years of age or older for many reasons. Many condominium suppliers with thousands of weeks available like Wyndham only require users to be 21years of age or older. Based on your misunderstandings we will be happy to lower our age restrictions and allow your son to make reservations for Fixed Rate Condominiums through us. Since you are the exception and not the rule you will have to ask our condominium agent that is assisting you to note the age exception in your file before a request is made so there are no misunderstandings and we can execute the request. Not all condominiums will be available to him based on the internal policy of the condominium suppliers but I am sure he will have plenty of opportunities to realize member savings on beautiful properties in vacation destinations. It is important for you to know that our Bonus condominium weeks displayed live on our website have always been available to him. We do not control the age restrictions on those weeks.We are happy to work with you on this exception but based on the clearly written terms of your contract and your signatures stating that you understood the terms, we do not believe a refund is warranted. We again offer to double your Travel Award value ($200.00) and make it available for use anytime in 2017. Please let us know if you are interested in the additional savings.Sincerely,Condominium Travel ClubKyle [redacted]Vice President Sales
Dear Ms. [redacted],If I understand you correctly you claim you were told that,'.... we could go any where with flat rate prices in condos. We were told discounts on rental cars. This is all false. We have placed requests for a wedding and we are being told they don't deal with the area we want. The...
discount on rental cars don't exist. What the they explain and what they sell you is completely false.'You would like,"Termination of the contract with all fees waved." "We fianced this membership fee and we will take responsibility for what we have already paid..." I apologize for any misunderstanding. You cannot 'go any where' and book a condominium at Flat Rate prices. Flat rate prices on condominiums are available in many, many areas but they are not available in areas with limited or no supply of timeshare condominium units. That was the case with your request. We did offer you a wholesale rate in the area you wanted to visit which was at a higher price then our Flat Rate prices.I am not sure about the car rental reference you are making. I see we quoted you on some rates and can assure you they are at member rates.For your inconvenience, the next time you would like a weeks vacation we will pay for your accommodations in one of our condominiums for up to 4 people. The only restriction is that it cannot be during a Holiday.Sincerely,Condominium Travel Club, Inc.Kyle H[redacted]Vice President of Sales
Yes, those were the documents we were given by the Condo Club. HOWEVER, the application was incomplete and we decided not to go through with the purchase after our sales representative told us she had not completed all of the paperwork needed to get the Genesis credit. Then her supervisor, Mr. Alvilas, and Mr. Bishop continued to send us docusign papers electronically. That is when he contacted Bridgette to make sure she had not completed the application process, which she confirmed. We did not sign the last documents needed for the Genesis account, as you can see by the August 30 email they sent to me, and my response on the 31st, stating I would not sign the document giving them permission. The purchase was not completed, and they opened the Genesis account fraudulently. I do not accept their terms to this agreement, as it was NOT the terms we agreed to at the point of sale. Therefore, we would like this matter closed and settled, as we are not paying for this fraudulent account.
The representative who answered my complaint is lying, to put it bluntly. I never completed the paperwork for the Genesis account, and received a number of email requests from Daniel Bishop to "docusign" the Genesis approval document. I have attached one of his requests and my email response. In addition, our sales representative, Bridgette, made the effort to call us to tell us that our paperwork was not complete, and that she told the sales team this during phone conversations. Her phone number is [redacted]
Dear Mr. [redacted],If I understand you correctly you claim you tried using our service several times and did not get the prices advertised the day of the seminar. You would like a refund.I researched your request history and found that we could not fulfill your Christmas accommodation request...
for Lake Tahoe because you did not give us enough time to find your member rates.At the beginning of January you submitted a request for [redacted] in Ventura or [redacted] in Oxnard for the week of June 11th or 12th. You requested a three bedroom for 5 adults and 3 children. We explained to you that three bedroom condo units for that area were hard to find but could locate you a couple units to accommodate the number of people you requested. We initially could not find you the fixed rate weeks but made you an offer in case you were interested. You declined and we negotiated with the supplier and was able to offer you two studios. One at your advertised fixed rate member price of $499 and the other $100 more for $599. Final price for both after taxes and fees was $1152.90. That is a savings of over $700 off the public rate. See attachment of same unit at the same time online and the final price of $949.00 each. Depending on your desired area of travel and the time of year you choose can limit your condominium choices. Some areas simply do not have large three bedroom units available. We apologize for the inconvenience of your first experience with us but will work hard to make it up to you. Based on our ability to save you a substantial amount of money on the area you requested we do not feel a refund is warranted. For any misunderstandings, we would like to offer you a $200.00 credit towards your next condominium request and waive your next years dues. Sincerely,Condominium Travel ClubKyle [redacted]Vice President of Sales
[redacted] Dear Mr. [redacted], If I understand you correctly you claim: ‘Signed up for the vacation club. Finally went to check the site for various costs of cruises, flights,...
condo stay and hotel. There is no savings, and I am able to get better pricing on my own. The whole sales pitch was the "cost saving", and having someone else do your bookings. Films showed some pretty nice places at a fraction of the "normal" cost. I had let them know we are frequent travelers of cruise lines, and they advised that that is the biggest savings of all. We would get suites for the cost of an interior room. (NOT TRUE). They had a "give away" of a free cruise. I set up the dates, and received the quote of 427.90 per person, I went to the cruise line site and the same cruise with the same room was 187.00pp inclusive of port charges and taxes. What type of "free" are they talking about? Very misleading, misrepresentation of anything factual. I have emailed and written a letter to the company with no response.’ Our records show that you emailed our office on Sept. 17th, 2017 with a question on how to search for a condominium. On Sept. 18th, 2017, our customer service department emailed you a response to your question. On Sept. 25th, 2017, you worked with the Promotional Cruise Department to find a cruise. You also emailed us requesting a refund. On Sept. 26th, 2017, you submitted your complaint to the Revdex.com. We are confident we can save you money as a member and make your experience much more pleasant than it has appears to have started. Let me start by addressing your initial concern about finding condominiums, cruises, flights and hotels. We have many online booking tools available but prefer if you call for service. Not all of our online booking tools will give you all the rates we have available. We use Amadeus and many other booking portals that are not available for us to share with you online because they are B to B or travel agency only tools. We have tens of thousands of condominium weeks immediately available on your member website listed under Condominiums and Bonus Weeks. You can find the location of the condos by drilling down on the booking engines starting with choosing the Country you want to visit and ending with the State and City. Those are there for you to book immediately. If you do not find what you are looking for simply fill out a Condominium Request Form and we will do all the work for you. We will contact all of our suppliers, many of which are not online, to locate what is available at the time of your request. You can request a Fixed Rate Week or a Bonus Week. For last minute reservations, you can view our Hot Weeks that come out once a week on space availability from $99 to $399 a week. The condominiums are available at member only rates and are a tremendous savings to you as a member. I would provide you an example but I do not see where you requested any condominiums to date. There are a few opportunities to save on airfare but mostly on packaged vacations and international flights that we earn a commission on. Most of the time we are only providing you the service of locating a flight you are interested in and booking it with no booking fee. There are no discounts on domestic flights. We Guarantee you the lowest rate on Hotels, Condominiums, Cruises and Vacation packages. See our Best Rate Guarantee below. We do get you substantial savings on cruises but the savings depend on what type of cruise you book. We will save you $50 on a 3 day 2 night cruise or $3,000 on a River cruise in Europe. The savings are cruise specific. We see the Promotional Cruise Department offered you some options on your promotional cruise you selected saving you $216.20 on a 4 night cruise but you did not want the cruise thinking it was cheaper somewhere else. I can assure you it was not. As a matter of fact we are so confident in our ability to offer you the lowest price on a Carnival Cruise that we will modify our Best Rate Guarantee and actually pay for the promotional cruise if you can find it for less. You will have to follow the terms of our Best Rate Guarantee to qualify for this offer. Basically, it has to be a price comparison for the same cruise that you purchased. You will need to keep records of the purchase showing the final price of the Cruise as compared to the member price we offered. There is a form we have on our website under our 150% best Rate Guarantee to use. I have attached the Promotional Cruise offer we made to you before the presentation. As you can see we listed the approximate cost of the cruise per person and did not say if was Free. We apologize for any misunderstanding concerning our benefits or details of your Promotional Cruise. We would like to pay $200 towards your Promotional cruise when you decide on a date and itinerary. Of course, you will get it at your promotional rate when you decide to book. Sincerely, Condominium Travel Club Kyle [redacted] Vice President Sales
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]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was mistaken in my purchase price, so that obviously needs to be amended but I'm not sure how I can do that. They keep saying they've no records... I talked to people on the phone making these requests, so them having "no records" doesn't help me. And I filled out a request for timeshare information at least twice. And the honeymoon incident, that keeps coming back up - I asked for a price on a specific hotel. A specific suite at a specific hotel. Was told I'd get an answer, and by the time they responded the place was booked. They showed a ($400 savings) over a different package that they offered, and I get that similar rooms may be accepted or offered - but in this case I was able to book the room we wanted online, then went to my travel agent, waited, called, waited some more, then found out it was booked. I feel like I'm just getting the same "we have no records" talk over and over - I spent a couple days talking to a rep on the phone about Iceland tours. And the insulting email I got in response about how "they're sorry I was confused" wasn't much help, and the response email I sent... I never got a reply to. I appreciate the offer of a free vacation, but I don't see how I can continue to work with this organization when I get what I feel to be rude, infrequent, or delayed responses, denial that anything went wrong (or outright denial that I even made a request), and in general what seems to be a service I deeply regret purchasing as I can find pretty much the same deals (when I actually want them) online. I think this service would probably be fine for a lot of people who plan their 1 or 2 weeks a year months in advance. But I think there's a disconnect between what we were told in the sales process, to what they're delivering. I even gave a few days before I went to the Revdex.com in order for the business to handle it internally, but I only got a response back after they received the Revdex.com complaint. I feel duped, lied to, and taken advantage of. I don't think that was anyone's intention in the travel department - this seems to be the way they operate, and if I would have known I had to plan everything way in advance and apparently record all of my calls so that they'll have record of them, then that's fine. But, I was lied to in the sales process. I was promised the world and they didn't deliver, we were told it'd be instant. We were told someone would be there and be able to book while we were looking. We explained to our salesman that we might be looking at a vacation for the coming weekend on a Thursday and he said "yeah just call they'll book right then" - it isn't a problem that you need a few days to get packages together. It's a problem that we were lied to about what your company is, and is not. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
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]
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]
Mr. [redacted] We received your complaint regarding the satisfaction of our service to your travel requests. We want to thank you for your time and feedback regarding these concerns. We have researched your service history with our club. On 9/8/2016 you spoke with our travel agent Belinda,...
regarding your previously booked cruise. Belinda informed you at that time that we are unable to discount cruises and shore excursions that were booked prior to your purchase of the membership. She explained that we can however offer discounts on any future cruise bookings. Further our records indicate our Customer Service agent Sue reached out to you on 9/20/2016 and at that time you expressed wanting to utilize your membership benefits by booking a cruise in the near future. On 11/4/2016 you submitted a condo request for the Oregon area with a time frame between the end of January to the beginning of February. During this process our Condo agent Sheena touched base on 11/29/2016 with an update that your request was still being fulfilled. On 12/12/2016 our Condo Agent Jen sent you two options in your location and time frame requested. Both options given to you were $599 2 bedroom units that sleep 6, saving you $516.08 on the first unit and $600.22 on the second unit with the membership pricing. We want to apologize for any dissatisfaction or misunderstandings. In hopes to express our confidence in our services and our considerations of your experiences so far, we would like to extend a $100 travel credit towards your future bookings with us. Kyle [redacted] Vice President of Sales Condominium Travel Club
[redacted] Sorry for the miscommunication. Our company has provided this service in the past for our members. We have booked nudist vacations at member rates. We would be happy to research any nudist vacation properties or cruises at member rates for you. Please contact myself via e-mail at [redacted] or phone [redacted] Kyle [redacted] Vice President of Sales Condominium Travel Club
Dear Mrs. [redacted], If I understand you correctly you would like a refund of your membership because you claim you were told you could add your son as an associate when he was 21 and you would be able to take your dog to a condo. Since joining you were told your son needed to be 25 to rent a condo...
and dogs were not allowed in condos. You feel you were intentionally misled. We apologize for any misunderstanding. Your contract with us does not include a promise of ‘pet friendly’ condos; however, some condos suppliers we work with allow pets in their units. You submitted an online condo request on 1/3/2017 for the dates of 4/15/2017-4/22/2017. We offered you a choice of 2 units at your Flat Rate price in the area you requested. Barrier Island Ocean Pines Beach in Duck NC 4/15 -22 (2 bedroom) sleeps 6 for $599. As part of your membership you get a $100 Travel Award that you can use towards a condo, cruise or vacation package every year. If we apply your Award, you would only have to pay $499 for the 2 bedroom for one week. We also offered you a one bedroom at the same resort for $499 - $100 Travel Award = $399 for the week. The Public Rate for the same property is $1821.00 which is a savings of about $1400 because you are a member. The units were not pet friendly so you did not take us up on our offer to you. We did find you a pet friendly 2-bedroom accommodation per your request in the area you were looking but it was not one of our condo suppliers which is why the cost was $1006.00 for the week. We asked if you would like us to continue to search for a condominium or accommodations but you canceled your request. For future reference, I have included a list of pet friendly condominium properties we work with that you can get your flat rate pricing based on the terms in your contract. Many are on the beach. We also have access to 700 Extended Stay hotels that accept pets at member rates but you have to add $25 more per night plus tax for your pet. Extended Stays have many of the amenities of a Condo but are typically not as luxurious. Earlier we forwarded you some examples of your member savings for Extended Stays using Orlando Florida as an example. Simply add an extra $25 to the rates for your pets. (see attached). Examples were taken right from your member website as compared to the Extended Stay website. We are not aware of refusing a request for your 21 year old son for a FREE ‘Family and Friend membership’ He certainly can be a member but he will not be able to use most of our condos because many have an age restriction of 25 years old. He can certainly book other types of vacations that allow 21 year olds to book. Per your request, we did sign up Ralph & Pam Riggs, they are CTC# 5649B and were activated 10/18/2016 for a FREE ‘Family and Friend’ membership. We also quoted you a cruise: You called in on 9/6/16 and wanted a quote for the Island Princess Tour HA5 8/2/17. The public price for the Balcony BB was $7511.96 their member price was $6896.16 member price included Free upgrade, Free gratuities and $150.00 on board credit along with reduced deposit. Based on the terms of your contract and the savings we found you to date we do not believe a refund is appropriate. We will double your Travel Award value and make it available for use anytime in 2017. Please let us know if you are interested in the additional savings. Sincerely, Condominium Travel Club Kyle [redacted] Vice President Sales Pet friendly condos we have available per the terms of your contract:
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* Dear Mr. [redacted], If I understand you correctly you claim: ‘In December we went to Iceland, and I wanted to book tours, but we were unable to do that. I filled out more than...
one request for hotel information on their website, and never received a response. I did receive a response for a condo inquiry recently, but only once I had asked to speak to a manager. I was getting married in June, and we really wanted to use the club to book our honeymoon. I sent in numerous deals and resorts I wanted to investigate, but all of the pricing was outdone by other travel sites, that I didn't have to pay thousands of dollars for. Then, we found a hotel we wanted. We decided to go ahead and book. So we email the travel people, asking for a rate for a suite that we'd asked for that was confirmed available for the dates we wanted. Then a few days later I reached out again asking for information - then, over a week after my first inquiry, they responded to tell me that the room we wanted was booked. Their lack of attentiveness and the slow speed at which they respond has made us feel like we were duped. I reached out to the manager to ask for a refund for our purchase price. I said that since we hadn't used our membership because they've failed repeatedly to honor their commitments, there should be no problem refunding us, since we haven't used the services we paid for, - the services they keep failing to provide as promised. And of course, have received no response. Purchase Price: $4995.00 Disputed Amount: $4995.00 Desired Settlement: Refund. I would like a refund of the entire purchase price, and to cancel my membership.’ We apologize for any miscommunication on travel requests you claim to have asked assistance on. We work very hard to respond to all requests promptly. The type of request and the dates you require may slightly affect our response time. For instance, if you ask for a condominium week 3 to 12 months ahead of time we may take a little longer to respond with an offer so we can check all our suppliers. If you want an airfare quote for a flight the next day we will certainly get back to you immediately. We do not show any notes on requested discounts on tours in Iceland. We do not show any online hotel requests. Not to make excuses but we have a couple live online hotel booking portals which provide instant quotes at member rates. We do not have a specific area to use for hotel requests. Typically, that is done by calling us directly. We certainly would like the opportunity to resolve this miscommunication so it does not happen again. Below is our response to your condominium requests. We offered you a week for $399 plus $19.95 saving you hundreds on the unit. We responded to your requests within 5 business days. Typically, it takes about that long to get availability from our suppliers. Alternatively, if you want a quote and book the unit immediately, you can view the tens of thousands of weeks available for booking on our website. We see that you requested travel information from the website for your honeymoon on 1/27/17. We responded with an offer about a week later on 2/8/17 saving you $400 off the public price. Unfortunately, our records do not show the ‘numerous deals and resorts’ you say you gave us to research nor do we see the request for the particular hotel you wanted to book. You requested a refund of $4995 but our records show you paid $3995 for your membership. Obviously, you are unhappy with our service. We want to keep you as a customer and make up to you any misunderstandings or miscommunications that have happened to date. We would like to offer you a 2nd Honeymoon on us. You can book it in the next 12 months and use it in the next 18 months. You can request a one bedroom condominium or your choice anytime and anywhere we have availability but it cannot be over a holiday week. If possible please call us with any future requests so nothing is lost through email or our website booking engines. Sincerely, Condominium Travel Club Kyle [redacted] Vice President Sales Condominium Travel History/Requests: These are the remarks from the Condo request. Request on 7/11 [redacted] Hello [redacted] I am in receipt of your Condo Request for Michigan in October. How many people will be traveling with you? Is [redacted] city the only area you are interested in traveling to? Once we have this information we can begin searching for you. You have also requested correspondence with a manager, is there something I can help you with? You said: We are thinking about going to [redacted] City Michigan the 14th, 15th and 16th of October this year, and were wondering if there were any timeshares we could use at that time in that area as our 1-yearly timeshare reservation...
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Re: Revdex.com Complaint ID [redacted] [redacted]: We received further correspondence you submitted to the Revdex.com and we again appreciate the opportunity to respond accordingly. Per our letter dated 5/21/15; our records indicate that you became affiliated with Condominium Travel Club on 5/3/15. You spoke with our corporate office on 5/4/15 and we attempted to work through your concerns and assured you the sales staff would be addressed accordingly. We spoke again on 5/5/15 when you contacted our corporate office requesting to cancel. We processed your cancellation and your Genesis purchase was refunded on 5/6/15 and a check for your cash down payment was mailed to you on 5/8/15 We do address every concern that is brought to our attention whether a Revdex.com complaint is submitted or not. We expect a high level of courtesy and professionalism from our in-house staff as well as sales representatives. We continue to require training with the outside sales teams to ensure our members are presented with accurate membership information. While we regret your experience with the sales team; it does provide an opportunity for them to learn and grow in knowledge. Condominium Travel Club will continue to offer membership savings on cruises, vacation packages and condominiums while we search for the lowest available price for hotels, car rentals and air as outlined in every membership contract. As a reminder we are in compliance with Payment Card Industry Data Security Standards policies and procedures while Docusign offers a secured sight to process membership contracts; so you can rest assured knowing your personal information is safe. Sincerely, ...⇄ [redacted] Customer Service Director Condominium Travel Club, Inc.