Primland, Ltd.

To my knowledge our General Manager has been in touch with Mr. [redacted] and taken care of this issue. We were told by Mr. [redacted] on 6/15/16 that he would be withdrawing his complaint. Can someone confirm?

Review: We had a large group of friends stay at the resort for a weekend. On the first day we played golf and at the end of the round the employees insisted we leave everything on the cart and that they would get our cars and pack them up for us. We proceeded to have lunch in the resort and then went to the home we rented on the grounds. Soon after we noticed several items were missing. One of the guys shoes were gone, his jacket....I could not find my sun glasses or a rain golf jacket. The next day we addressed this with the front desk and the assured us they would find the items. It was odd the way they handled it because they did not seem overly concerned and did not offer anything for our troubles. One of the guys was literally standing there with no shoes on because all he had now was his golf shoes. Well eventually they found my friends shoes abut the other items are still missing. They said the shoes were accidentally put in the wrong vehicle. Obviously I assume they did the same with my items and unfortunately the folks who found them did not call it in. A nice par of Ray Ban sunglasses and a very nice golf jacket are 2 things that unfortunately would be easy for someone to just take and make their own, especially if they found it in the trunk of their car. Still not once during the next few days we were there did anyone offer anything. The guys at the front door even joked when my friend showed back up, "where are your shoes?" knowing he had lost them. It was truly an unbelievable experience, and not in a good way. We spent a TON of money to stay there and also bought several things while visiting, I would say we were the ideal clients but were treated like we were interns. The day we were leaving I asked what the expectations were, and was assured it would be made right and someone would reach out. NO ONE called. I had to call half a dozen times, each time being told someone would reach back out to me...NO CALL BACK was received. I even emailed the General Manager to no avail,Desired Settlement: Obviously Ray Ban sunglasses are expensive, this costed me several 100 dollars. The jacket that was lost was given to me at a golf tournament and really has no price tag....but I can assure you is worth more then the sunglasses are. I thought for sure (especially spending years in the hospitality industry myself) that things would have been made right immediately. A credit for me and my wife to come back to the resort maybe? BUT not even a phone call back was given. I am beside myself on how they handled a terrible first experience at their resort. At this point I would hope they would offer to have my wife and I come back and pay for our stay in hopes to make a better experience so that we don't view Primland in such a terrible light as we do now. I would love to visit many more times, but after what I have experienced the first time will find it very difficult to give them any further money.

Business

Response:

To my knowledge our General Manager has been in touch with Mr. [redacted] and taken care of this issue. We were told by Mr. [redacted] on 6/15/16 that he would be withdrawing his complaint. Can someone confirm?

Consumer

Response:

I have been in contact with the business and wish to remove the complaint at this time.

Regards,

Review: Charges were posted to my account that I did not agree, consent or sign for. Duplicate charges posted to my card and they claimed I agreed to these charges which is not an accurate statement. The service was unsatisfactory for the costs associated with the resort and they haven't offered solutions to a reasonable request. They've only offered excuses.Desired Settlement: The duplicate charges need to be credited back to my account.

Business

Response:

We reached out to Mr. [redacted] on July 1st, 2015 as he gave us low scores on our survey and we wanted to let him know he could discuss those in further detail with us personally. He did not respond until July 12th, 2015 and when he did it was to state his card had been charged in error. The General Manager was off on the 12th so she did not receive his email until July 13th, 2015 and at this time she reached out to the accounting department to research the charges. I was able to determine the charges in question were from a reservation in which 8 guys had split the bill at check out on 6/25/15. Our manager then emailed him a copy as we were not sure if he meant to pay those amounts. We asked that he let us know if he had further concerns. He did not respond until 5:32 pm and our Manager had already left for the day and did not get his response until July 14th, 2015. His response stated he did not agree to both charges only one, which let us know his card had been mistakenly charged twice by the new guest services representative. Once she got the response she actually refunded his card for both charges not just the one in question and emailed a receipt highlighting both refunds. We thought this would be a good gesture considering the inconvenience we had caused. If he is saying he has still not received the refund he needs to note that it can take up to 10 business days for a credit to reflect depending on his credit card providers policy. Should you need a copy of the receipt showing the credits issued I will be happy to send that to you. Please let me know if I may be of further assistance and I hope you have a wonderful day! Sincerely, [redacted] Finance T ###-###-#### F ###-###-#### PRIMLAND[redacted]T ###-###-####[redacted]