Business Experience InformationBusiness Information:NextLevel VacationsTillinghast Ct.,Mason, OH 45040Daytime Phone: ###–###-####Evening Phone: ###-###-####E-mail: [redacted] The details of this matter are as follows:This complaint is about two thingsThe first is the room they were assigned by the [redacted] ResortThe second is the time of an excursion they had pre-bookedIn their statement of the problem, they did not follow the rules you asked me to follow which includes stating the facts and avoiding emotionThey are the angriest and most vocal guests of a total estimated 1,guestsI accept that they are entitled to their feelings and emotions but not to inappropriately blame my business for their experience with the resortTheir concerns should be focused on the resort and not my business directly since we don't control resort room assignment or room maintenance.The RoomAll resorts get complaints including the host resort for our eventAs a Travel Consultant, we book rooms for a group event through the resortWe do not assign rooms or take care of maintenanceThe rooms are assigned based on availability at check inThis was communicated in response to an email request from [redacted] on April We explained to these guests that "the resort assigns rooms at check in and if you have a need or a preference, that's the time to ask for it”I've included this exchange as part of this follow upWe do represent the rooms on the resort on our website by utilizing images and descriptions from the resort website with their approvalThis is typicalWe also don't maintain the rooms at the resort or provide follow up services when a guest complains to the resort about the condition of a specific roomMost all of what this guest complaint is about, including the refund request, is the service provided or not provided by the resort during their interaction with them.The ExcursionAs part of the group event we had two featured excursions designed to create activities with total participation by fellow group event attendeesThe time for these excursions was identified as 8:30am to 12noonWe communicated the actual leave time the day before the event as 11:45amThe guests complained that they had prepared for a leave time of 8:and therefore could not make the excursion since the actual leave time interfered with their other plansWe did not reschedule any excursions.Complaint The first contact with the complaining guests on 5/was focused on them disputing all charges due to the condition of the resort room and the postponed/delayed excursion interfering with their “other plans"The event we produced had a complete schedule of activities for all guests that was communicated in advance of arrival and then again in the form of an event brochure provided at check inMy initial communication with these guests was on 5/agreeing to look into their complaints and informing them I would definitely get back to themAll of this communication is available for review.After completing the event and doing all routine follow up meetings with the resort and other island partners, I contacted these guests after returning to the office with an offer and explanation of the refundThe only aspect of the complaint that we could have done better, in my conclusion, was with the communication of a specific time the excursion would leave the resort vs a time rangeWe in no way accept that we did anything wrong in terms of our representation of the rooms with images and descriptions from the resortWe also don't see how the guests can hold the event accountable for the room they were assigned, the condition of that room or the service they received in interacting with the resortMost of our guests in the same room type found the rooms acceptable.We certainly did not have any other complaints like this oneHowever, the highest level of complaints we received were focused on the service from the resort or lack of service when they did have a need with their room or any other request of the resortWe have made the resort aware of this and will continue to work with them.These guests received the room type they booked and paid forThey just didn't find it acceptableThe resort actually did offer them another room that they also found unacceptableEven with all of this, there has never been a denial of a refundIn fact the full amount of refund requested has been completedThe majority of that refund is graciously for the room costEven though their primary complaint was, as stated in the customer experience information as "service issues", we actually refunded the full amount of their room costWe did this even though we don't assign rooms and we don't provide guest services when there are complaints with roomsI repeat again, most guests assigned to the same room type found their rooms acceptableThe complaining guests repeatedly referred to the resort rooms as our accommodationsI offer again, we don't control the assignment of rooms and we don't own the maintenance of resort roomsWe do represent the rooms using the images and descriptions provided by the resortThis is typical so that the rooms are not misrepresented.Desired Outcome: These guests seem to simply be determined to use whatever means at their disposal to act out their disappointment with their roomThey seem to want to do this with total disregard to the impact on my business and the event they attended that gets excellent reviewsThe event has grown in size, at the same resort, for straight years with 30% of the attendees returning each yearI would like for the guests to seriously consider the appropriateness of their claimsI'd like for them to also consider that they actually received an uncontested refund that goes beyond any justification in terms of their claims against me.Unlike what they stated, when doing their research, they were not able to find other incidents involving my businessThey found That incident had to do again with a decision made by the resort to reassign one room confirmation over years ago to a different room type consistent with their stated occupancy guidelines in the confirmation letter that all guests receiveAgain, this was a decision by the resort that was communicated in the resort's confirmation letter to the guestsThey also claimed they were promised by me a room with two bedsThis didn't happenI clearly communicated in advance that if they had specific requests the time to ask for that is at check in since rooms are assigned at check in and not in advanceMy ultimate desire is for accuracy and not just piling on anything that would seem to hurt me and/or my business.There has never been any denial of a refund even though as I stated, I really don't agree with their representation of the factsThis complaint has been refunded prior to receipt of this request for a response because we actually care about any guests associated with usI'd like the persons who initiated this complaint to remove any and all negative information from any online service that provides a stage for this type of damaging rhetoric against me and by business
Business Experience InformationBusiness Information:NextLevel Vacations4831 Tillinghast Ct.,Mason, OH 45040Daytime Phone: ###–###-####Evening Phone: ###-###-####E-mail: [redacted]The details of this matter are as follows:This complaint is about two things. The first is the room...
they were assigned by the [redacted] Resort. The second is the time of an excursion they had pre-booked. In their statement of the problem, they did not follow the rules you asked me to follow which includes stating the facts and avoiding emotion. They are the angriest and most vocal guests of a total estimated 1,300 guests. I accept that they are entitled to their feelings and emotions but not to inappropriately blame my business for their experience with the resort. Their concerns should be focused on the resort and not my business directly since we don't control resort room assignment or room maintenance.The RoomAll resorts get complaints including the host resort for our event. As a Travel Consultant, we book rooms for a group event through the resort. We do not assign rooms or take care of maintenance. The rooms are assigned based on availability at check in. This was communicated in response to an email request from [redacted] on April 27. We explained to these guests that "the resort assigns rooms at check in and if you have a need or a preference, that's the time to ask for it”. I've included this exchange as part of this follow up. We do represent the rooms on the resort on our website by utilizing images and descriptions from the resort website with their approval. This is typical. We also don't maintain the rooms at the resort or provide follow up services when a guest complains to the resort about the condition of a specific room. Most all of what this guest complaint is about, including the refund request, is the service provided or not provided by the resort during their interaction with them.The ExcursionAs part of the group event we had two featured excursions designed to create activities with total participation by fellow group event attendees. The time for these excursions was identified as 8:30am to 12noon. We communicated the actual leave time the day before the event as 11:45am. The guests complained that they had prepared for a leave time of 8:30 and therefore could not make the excursion since the actual leave time interfered with their other plans. We did not reschedule any excursions.Complaint Background:The first contact with the complaining guests on 5/27 was focused on them disputing all charges due to the condition of the resort room and the postponed/delayed excursion interfering with their “other plans". The event we produced had a complete schedule of activities for all guests that was communicated in advance of arrival and then again in the form of an event brochure provided at check in. My initial communication with these guests was on 5/28 agreeing to look into their complaints and informing them I would definitely get back to them. All of this communication is available for review.After completing the event and doing all routine follow up meetings with the resort and other island partners, I contacted these guests after returning to the office with an offer and explanation of the refund. The only aspect of the complaint that we could have done better, in my conclusion, was with the communication of a specific time the excursion would leave the resort vs a time range. We in no way accept that we did anything wrong in terms of our representation of the rooms with images and descriptions from the resort. We also don't see how the guests can hold the event accountable for the room they were assigned, the condition of that room or the service they received in interacting with the resort. Most of our guests in the same room type found the rooms acceptable.We certainly did not have any other complaints like this one. However, the highest level of complaints we received were focused on the service from the resort or lack of service when they did have a need with their room or any other request of the resort. We have made the resort aware of this and will continue to work with them.These guests received the room type they booked and paid for. They just didn't find it acceptable. The resort actually did offer them another room that they also found unacceptable. Even with all of this, there has never been a denial of a refund. In fact the full amount of refund requested has been completed. The majority of that refund is graciously for the room cost. Even though their primary complaint was, as stated in the customer experience information as "service issues", we actually refunded the full amount of their room cost. We did this even though we don't assign rooms and we don't provide guest services when there are complaints with rooms. I repeat again, most guests assigned to the same room type found their rooms acceptable. The complaining guests repeatedly referred to the resort rooms as our accommodations. I offer again, we don't control the assignment of rooms and we don't own the maintenance of resort rooms. We do represent the rooms using the images and descriptions provided by the resort. This is typical so that the rooms are not misrepresented.Desired Outcome: These guests seem to simply be determined to use whatever means at their disposal to act out their disappointment with their room. They seem to want to do this with total disregard to the impact on my business and the event they attended that gets excellent reviews. The event has grown in size, at the same resort, for 9 straight years with 30% of the attendees returning each year. I would like for the guests to seriously consider the appropriateness of their claims. I'd like for them to also consider that they actually received an uncontested refund that goes beyond any justification in terms of their claims against me.Unlike what they stated, when doing their research, they were not able to find other incidents involving my business. They found 1. That incident had to do again with a decision made by the resort to reassign one room confirmation over 5 years ago to a different room type consistent with their stated occupancy guidelines in the confirmation letter that all guests receive. Again, this was a decision by the resort that was communicated in the resort's confirmation letter to the guests. They also claimed they were promised by me a room with two beds. This didn't happen. I clearly communicated in advance that if they had specific requests the time to ask for that is at check in since rooms are assigned at check in and not in advance. My ultimate desire is for accuracy and not just piling on anything that would seem to hurt me and/or my business.There has never been any denial of a refund even though as I stated, I really don't agree with their representation of the facts. This complaint has been refunded prior to receipt of this request for a response because we actually care about any guests associated with us. I'd like the persons who initiated this complaint to remove any and all negative information from any online service that provides a stage for this type of damaging rhetoric against me and by business.
Business Experience InformationBusiness Information:NextLevel VacationsTillinghast Ct.,Mason, OH 45040Daytime Phone: ###–###-####Evening Phone: ###-###-####E-mail: [redacted] The details of this matter are as follows:This complaint is about two thingsThe first is the room they were assigned by the [redacted] ResortThe second is the time of an excursion they had pre-bookedIn their statement of the problem, they did not follow the rules you asked me to follow which includes stating the facts and avoiding emotionThey are the angriest and most vocal guests of a total estimated 1,guestsI accept that they are entitled to their feelings and emotions but not to inappropriately blame my business for their experience with the resortTheir concerns should be focused on the resort and not my business directly since we don't control resort room assignment or room maintenance.The RoomAll resorts get complaints including the host resort for our eventAs a Travel Consultant, we book rooms for a group event through the resortWe do not assign rooms or take care of maintenanceThe rooms are assigned based on availability at check inThis was communicated in response to an email request from [redacted] on April We explained to these guests that "the resort assigns rooms at check in and if you have a need or a preference, that's the time to ask for it”I've included this exchange as part of this follow upWe do represent the rooms on the resort on our website by utilizing images and descriptions from the resort website with their approvalThis is typicalWe also don't maintain the rooms at the resort or provide follow up services when a guest complains to the resort about the condition of a specific roomMost all of what this guest complaint is about, including the refund request, is the service provided or not provided by the resort during their interaction with them.The ExcursionAs part of the group event we had two featured excursions designed to create activities with total participation by fellow group event attendeesThe time for these excursions was identified as 8:30am to 12noonWe communicated the actual leave time the day before the event as 11:45amThe guests complained that they had prepared for a leave time of 8:and therefore could not make the excursion since the actual leave time interfered with their other plansWe did not reschedule any excursions.Complaint The first contact with the complaining guests on 5/was focused on them disputing all charges due to the condition of the resort room and the postponed/delayed excursion interfering with their “other plans"The event we produced had a complete schedule of activities for all guests that was communicated in advance of arrival and then again in the form of an event brochure provided at check inMy initial communication with these guests was on 5/agreeing to look into their complaints and informing them I would definitely get back to themAll of this communication is available for review.After completing the event and doing all routine follow up meetings with the resort and other island partners, I contacted these guests after returning to the office with an offer and explanation of the refundThe only aspect of the complaint that we could have done better, in my conclusion, was with the communication of a specific time the excursion would leave the resort vs a time rangeWe in no way accept that we did anything wrong in terms of our representation of the rooms with images and descriptions from the resortWe also don't see how the guests can hold the event accountable for the room they were assigned, the condition of that room or the service they received in interacting with the resortMost of our guests in the same room type found the rooms acceptable.We certainly did not have any other complaints like this oneHowever, the highest level of complaints we received were focused on the service from the resort or lack of service when they did have a need with their room or any other request of the resortWe have made the resort aware of this and will continue to work with them.These guests received the room type they booked and paid forThey just didn't find it acceptableThe resort actually did offer them another room that they also found unacceptableEven with all of this, there has never been a denial of a refundIn fact the full amount of refund requested has been completedThe majority of that refund is graciously for the room costEven though their primary complaint was, as stated in the customer experience information as "service issues", we actually refunded the full amount of their room costWe did this even though we don't assign rooms and we don't provide guest services when there are complaints with roomsI repeat again, most guests assigned to the same room type found their rooms acceptableThe complaining guests repeatedly referred to the resort rooms as our accommodationsI offer again, we don't control the assignment of rooms and we don't own the maintenance of resort roomsWe do represent the rooms using the images and descriptions provided by the resortThis is typical so that the rooms are not misrepresented.Desired Outcome: These guests seem to simply be determined to use whatever means at their disposal to act out their disappointment with their roomThey seem to want to do this with total disregard to the impact on my business and the event they attended that gets excellent reviewsThe event has grown in size, at the same resort, for straight years with 30% of the attendees returning each yearI would like for the guests to seriously consider the appropriateness of their claimsI'd like for them to also consider that they actually received an uncontested refund that goes beyond any justification in terms of their claims against me.Unlike what they stated, when doing their research, they were not able to find other incidents involving my businessThey found That incident had to do again with a decision made by the resort to reassign one room confirmation over years ago to a different room type consistent with their stated occupancy guidelines in the confirmation letter that all guests receiveAgain, this was a decision by the resort that was communicated in the resort's confirmation letter to the guestsThey also claimed they were promised by me a room with two bedsThis didn't happenI clearly communicated in advance that if they had specific requests the time to ask for that is at check in since rooms are assigned at check in and not in advanceMy ultimate desire is for accuracy and not just piling on anything that would seem to hurt me and/or my business.There has never been any denial of a refund even though as I stated, I really don't agree with their representation of the factsThis complaint has been refunded prior to receipt of this request for a response because we actually care about any guests associated with usI'd like the persons who initiated this complaint to remove any and all negative information from any online service that provides a stage for this type of damaging rhetoric against me and by business
Business Experience InformationBusiness Information:NextLevel Vacations4831 Tillinghast Ct.,Mason, OH 45040Daytime Phone: ###–###-####Evening Phone: ###-###-####E-mail: [redacted]The details of this matter are as follows:This complaint is about two things. The first is the room...
they were assigned by the [redacted] Resort. The second is the time of an excursion they had pre-booked. In their statement of the problem, they did not follow the rules you asked me to follow which includes stating the facts and avoiding emotion. They are the angriest and most vocal guests of a total estimated 1,300 guests. I accept that they are entitled to their feelings and emotions but not to inappropriately blame my business for their experience with the resort. Their concerns should be focused on the resort and not my business directly since we don't control resort room assignment or room maintenance.The RoomAll resorts get complaints including the host resort for our event. As a Travel Consultant, we book rooms for a group event through the resort. We do not assign rooms or take care of maintenance. The rooms are assigned based on availability at check in. This was communicated in response to an email request from [redacted] on April 27. We explained to these guests that "the resort assigns rooms at check in and if you have a need or a preference, that's the time to ask for it”. I've included this exchange as part of this follow up. We do represent the rooms on the resort on our website by utilizing images and descriptions from the resort website with their approval. This is typical. We also don't maintain the rooms at the resort or provide follow up services when a guest complains to the resort about the condition of a specific room. Most all of what this guest complaint is about, including the refund request, is the service provided or not provided by the resort during their interaction with them.The ExcursionAs part of the group event we had two featured excursions designed to create activities with total participation by fellow group event attendees. The time for these excursions was identified as 8:30am to 12noon. We communicated the actual leave time the day before the event as 11:45am. The guests complained that they had prepared for a leave time of 8:30 and therefore could not make the excursion since the actual leave time interfered with their other plans. We did not reschedule any excursions.Complaint Background:The first contact with the complaining guests on 5/27 was focused on them disputing all charges due to the condition of the resort room and the postponed/delayed excursion interfering with their “other plans". The event we produced had a complete schedule of activities for all guests that was communicated in advance of arrival and then again in the form of an event brochure provided at check in. My initial communication with these guests was on 5/28 agreeing to look into their complaints and informing them I would definitely get back to them. All of this communication is available for review.After completing the event and doing all routine follow up meetings with the resort and other island partners, I contacted these guests after returning to the office with an offer and explanation of the refund. The only aspect of the complaint that we could have done better, in my conclusion, was with the communication of a specific time the excursion would leave the resort vs a time range. We in no way accept that we did anything wrong in terms of our representation of the rooms with images and descriptions from the resort. We also don't see how the guests can hold the event accountable for the room they were assigned, the condition of that room or the service they received in interacting with the resort. Most of our guests in the same room type found the rooms acceptable.We certainly did not have any other complaints like this one. However, the highest level of complaints we received were focused on the service from the resort or lack of service when they did have a need with their room or any other request of the resort. We have made the resort aware of this and will continue to work with them.These guests received the room type they booked and paid for. They just didn't find it acceptable. The resort actually did offer them another room that they also found unacceptable. Even with all of this, there has never been a denial of a refund. In fact the full amount of refund requested has been completed. The majority of that refund is graciously for the room cost. Even though their primary complaint was, as stated in the customer experience information as "service issues", we actually refunded the full amount of their room cost. We did this even though we don't assign rooms and we don't provide guest services when there are complaints with rooms. I repeat again, most guests assigned to the same room type found their rooms acceptable. The complaining guests repeatedly referred to the resort rooms as our accommodations. I offer again, we don't control the assignment of rooms and we don't own the maintenance of resort rooms. We do represent the rooms using the images and descriptions provided by the resort. This is typical so that the rooms are not misrepresented.Desired Outcome: These guests seem to simply be determined to use whatever means at their disposal to act out their disappointment with their room. They seem to want to do this with total disregard to the impact on my business and the event they attended that gets excellent reviews. The event has grown in size, at the same resort, for 9 straight years with 30% of the attendees returning each year. I would like for the guests to seriously consider the appropriateness of their claims. I'd like for them to also consider that they actually received an uncontested refund that goes beyond any justification in terms of their claims against me.Unlike what they stated, when doing their research, they were not able to find other incidents involving my business. They found 1. That incident had to do again with a decision made by the resort to reassign one room confirmation over 5 years ago to a different room type consistent with their stated occupancy guidelines in the confirmation letter that all guests receive. Again, this was a decision by the resort that was communicated in the resort's confirmation letter to the guests. They also claimed they were promised by me a room with two beds. This didn't happen. I clearly communicated in advance that if they had specific requests the time to ask for that is at check in since rooms are assigned at check in and not in advance. My ultimate desire is for accuracy and not just piling on anything that would seem to hurt me and/or my business.There has never been any denial of a refund even though as I stated, I really don't agree with their representation of the facts. This complaint has been refunded prior to receipt of this request for a response because we actually care about any guests associated with us. I'd like the persons who initiated this complaint to remove any and all negative information from any online service that provides a stage for this type of damaging rhetoric against me and by business.