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October 4, 2016Re: *** *** *** # *** Our Account ID # ***Dear Sir or Madam:We would like to thank you for bringing Mr*** *** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter.Mr*** has indicated that he has not received his paperwork Our records indicate that on November 30, 2015, his Welcome Letter and Truth-In-Lending statement were mailed to the address we have on his account, which is the same address listed on his original complaint I have requested our distribution center resend the paperwork for his records He can also find the terms and conditions on the web site that our records reflect he has logged into many times.We are happy to assist Mr*** in fulfillment of his membership, as he currently has some unused points as well as unused savings credits Mr*** has indicated he understands that a travel agent is supposed to recommend resortsWe have found that most travelers, when calling in to make a reservation, already have an idea in mind where they would like to travel By asking the member what their preferences are is taking into account their likes and dislikes, which makes the booking process more seamless for our members.As previously mentioned, we have taken Mr*** feedback and provided it to the appropriate management to ensure we address any areas of opportunity with the service that was providedIt is our goal to provide our members with exceptional customer service We sincerely apologize to Mr*** for any inconvenience he experienced while utilizing his membership We look forward to assisting him in future.Sincerely, Jannelle B*** Resolution Specialist Office of the President

Re: *** *** ***
Dear Sir or Madam:
We would like to thank you for bringing Ms*** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to provide
you with the facts and our resolution concerning this matter
According to our records, Ms*** purchased a *** *** & Travel Collection Membership on September 2, The cost of the membership was $1,999.00, with a down payment of $99.00, followed by eighteen (18) monthly payments of $
It is MsSandeland’s claim that she spoke with an agent at our company by the name of MCordova, there was no indication of how the member had come in contact with the agentMC*** explained to Ms*** that she could not exchange her timeshare with *** Resort for another *** Resort week with our agency unless she had a membership with our agency or Interval InternationalMs*** indicated she took part in a high pressure sales presentation that resulted in her making a down payment of $99.00, and that she financed $1,for the membership and that she understood that subsequent renewal years would cost $Ms*** also indicated that she was informed she could rescind the purchase within ten (10) days, but by the time she received her membership information the rescission period was overAs a result, she has requested to cancel the membership as she purchased the membership only because she thought it was a prerequisite for exchanging other *** properties
We have reviewed the account and based on the notes in the record, the member contacted *** directly and was advised she did not have to have the membership to complete and exchange with our companyIn the interest of customer satisfaction, we have cancelled the membership effective October 20, A refund was issued back to the credit card on file for $It can take approximately seven (7) to ten (10) business days for the credit to be applied to the account depending on MsSandelands’ financial institution
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved
Best Regards,
Shannon P***
Resolution Specialist
Office of the President

July 21,
Re: Keisha T*** ***
Dear Sir/Madam:
We would like to thank you for bringing MrsTurner’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to
provide you with the facts and our resolution concerning this matter
According to our records, MrsTurner contacted our agency on 7/17/to utilize $in Vacation Cash she had on her accountHowever, the vacation had subsequently expired before she was able to redeem the cast is MrsTurner's claim that due to an unforeseen illness she missed the expiration date by seven (7) days and her opportunity to redeem the cash toward booking her hotel stays
Upon reviewing this matter, it appears our agency had previously extended the Vacation Cash for thirty (30) days as a result of another issue MrsTurner hadWe thoroughly researched the situation and determined in the best interest of customer satisfaction; we would apply the $in Vacation Cash to MrsTurner's account for seven (7) daysShe was apprised of the Vacation Cash policies and procedures and informed if the cash expires again, we will not be able to honor any further extensions
As of the date of this response, it does appear MrsTurner was able to redeem her Vacation Cash as desired towards two (2) hotel stays valued at $There is $in Vacation Cash remaining on the account which is set to expire on 7/26/
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved
Best Regards,
Shannon P***
*** ***
Office of the President

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com: thank you for your prompt response and effectiveness in handling this manner.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

June 20, 2016Re: *** *** Case # ***Dear Sir or Madam:We would like to thank you for bringing Ms*** ***’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter.We have reviewed the additional information provided by Ms*** and upon further review, in the interest of customer satisfaction, we have cancelled her membership and have issued a full refund The refund will consist of one (1) payment of $and eleven (11) payments of $ The refund will be creditd to Ms***’s Star Card that was used for the purchase Please allow seven (7) to ten (10) business for the refunds to post depending on the financial institution Ms*** banks with.We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Sincerely, Jannelle B*** Resolution Specialist Office of the President

I previously requested that they provide me with a monthly statement so I can monitor my balances and they have refused to do so. They informed me that they do not mail statements that everything is on line and if I'd like I can go online to get a copy. The password they
provided me is incorrect. I am glad that they have de-activated the card per my request and my complaintI disagree with the payments have been anywhere between $to $169.05. My payments have ranged from $to $

April 29,
Re: *** *** ***
Dear Sir / Madam:
We would like to thank you for bringing Mrs***’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have researched and documented our findings and we would like to provide you with additional details surrounding this matter
We have conducted additional research into this matter and as of today’s date 4/29/the refunds are currently sitting in ***’s Settlement AccountI called and spoke with Adrian at *** and he informed me that Mrs*** should contact for assistance in locating the fundsOur agency does not have access to that account or the ability to pull those funds back or determine the statusIn the event *** rejects Mrs***’s request, then we can work with Mrs*** to remedy the situation
We apologize for any inconvenience this matter may have caused Mr*** and certainly understand the frustration this situation has causedOur agency has every intention of making this right and will continue to assist in any way we can to get Mrs*** her refundsWe would like to thank you for the opportunity to provide additional details surrounding this matter
Best Regards,
Shannon P*** Resolutions Specialist
Office of the President

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Denise F*

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI do love the membership and I wish to continueI was the one who called to inform them that the monthly payments werent coming outHowever, I called the number given and the extension was incorrect and they were not able to process a payment or reset the account to a renewed one because the old account which is paid in full is still showingThe renewed account even though they deducted the $downpayment was never established therefore the reaccuring payments were never set up. They are looking into how to process the payment and how to set up the account to have the monthy payments taken out. They informed me that they would call me back today 7/24/to get things corrected. I will wait until the business acts to perform this action and, if it does, will consider this complaint resolved.
Regards,
*** ***

My card number is ***My phone number is *** *'m not sure what else GVR needs since the complaint was complete and accurate in every fieldWhen I called to speak to someone at GVR they found me in their systemMy booking number was ***

December 14,
Re: *** *** Case # *** Our Account # ***
Dear Sir / Madam:
We would like to thank you for bringing Ms*** ***s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter
We have reviewed Mrs*** concerns further, and after careful consideration, our position remains the sameMs*** indicates that she wanted to know where her children were at all times while on the shipThe ages of the children were twenty (20) years old and eight (8) years oldHaving connecting rooms simply allows you to pass from one room to another more convenientlyHowever, having connecting rooms in no way provides you with the ability to know where your children are at all times while on the ship
We would like to thank you for providing us with the opportunity to clarify the status of this matter by allowing us to explain the additional facts involved
Sincerely,
Jannelle B***
Resolution Specialist
Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Clifton C***

Re: Ted F* Case No11098275Dear Sir or Madam:We would like to thank you for bringing MrTed F* correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to provide you
with the facts.According to our records, MrTed F* purchased an ICE Platinum upgrade membership on January 11, 2013. The cost of the membership was $2,999.00, with a down payment of $399.00, followed by eighteen (18) monthly payments of $153.44. MrF* account is currently paid in full.This membership was for two (2) years and included 50,vacation points to be used towards booking individual vacations, two (2) resort certificates, four (4) years of quarterly specials, and the ability to earn points for booking vacations that can be converted to cash and used for future bookings. This membership upgrade will also secure the annual renewal fee of $for years. MrF* paid his first annual renewal fee of $on August, 14, 2015.Our records indicate that a friend of MrF*, Christina S***, booked a stay at the *** *** *** *** ** *** *** *** MsS*** used one of the resort certificates for this reservation. MsS*** advised MrF* that she was not happy with the accommodations. However, MsS*** indicated that she would deal with it and did spend the week at the resort.MrF* used the other resort certificate and booked a week stay at the All Seasons Resort in Barbados for himself and a guest. MrF* said he had googled the All Seasons Resort and felt it would be acceptableMrF* expressed displeasure with the resort and ultimately left the resort without staying and moved to an All-Inclusive resort called, The Almond, for the week. MrF* indicated that his cost for the All-Inclusive was $2500.00. We have explained to MrF* that we do not own nor are we responsible for the operation of the hotels or resorts that the members book. MrF* has indicated that he would like a refund or partial refund of his membership fee. MrFrance purchased the membership over three (3) years ago and is clearly outside the rescission period for any refund. We have, however, re-activated the certificate that MrF* used for his Barbados booking, for six (6) months from today. MrF* will have to have the resort certificated booked by the expiration date of July 27, 2016; however, he can travel beyond that date based on availability.We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.Sincerely,Jannelle B*** ***Office of the President Please verify that the above response has been received and sent to the customer. Thank you, Alicia R*** *** ***International Cruise & Excursions Gallery, Inc.*** ** *** ***
*** *** ***
*** ***
*** Click here toReplyorForward

April 27, 2017
Re: Denise F[redacted] Case # [redacted] Our Account # E[redacted]
Dear Sir / Madam:
We would like to thank you for bringing Ms. Denise F[redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and...

documented our findings and we would like to provide you with the facts and our resolution concerning this matter.
Our records indicate that on January 3, 2017 Ms. F[redacted] purchased an El Cid Ultimate Departures Membership Upgrade. The cost of the upgrade was $1,499.00. Ms. F[redacted] paid for the membership upgrade in full at the time of purchase.
As standard policy, we conduct a sales validation at the time of sale, which outlines the details of the upgraded membership. After reviewing the validation that was conducted by [redacted] on January 3, 2017 at 1:17 PM, it was determined that Ms. F[redacted] and the agent Rodman, were talking about two separate maintenance fees. Ms. F[redacted] was referring to her timeshare owner maintenance fees and Rodman was referring to the fees associated with the membership upgrade she had just purchased.
We sincerely apologize for any misunderstanding that may have resulted in Ms. F[redacted] negative opinion of the program. In the interest of customer satisfaction, we have cancelled her membership upgrade and issued a refund of $1,499.99 effective 4/25/17. The refund was credited to the credit card ending in 0952. Please allow seven (7) to ten (10) days for the refund to post to her account depending on the financial institution Ms. F[redacted] banks with.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
Jannelle B[redacted]
[redacted]
Office of the President

Re: [redacted] Dear Sir or Madam:
We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with...

the facts and our resolution concerning this matter.
According to our records, Mr. [redacted] purchased an RCI Travel Package on December 15, 2014. The cost of the package was $1,499.00, which was paid in full at the time of purchase.
It is Mr. [redacted] claim that he purchased the vacation package based on the fact that he could book a cruise for four people. Mr. [redacted] states his sales agent, A. M[redacted] assured him that if he booked an Oceanview or Balcony stateroom for his cruise, then his two children would be able to travel for free, with the exception of port charges. Mr. [redacted] indicated he received a call inquiring that he had not booked his cruise. He informed the representative that he was waiting to get the Balcony upgrade, so that he could bring his children. Subsequently, the representative informed him that he would not be able to bring his children unless he paid additional money or purchased a second package. As a result, Mr. [redacted] is requesting a full refund due to the inaccurate information he received from the sales agent at the time of purchase.
We have examined the sales call between Mr. [redacted] and A. M[redacted] and have determined there was information presented during the sales call that was inconsistent with the standard booking requirements for the cruise. Although our agency makes every effort to provide accurate information, we do understand that Mr. [redacted] relied on the information presented to him during the call when he decided to purchase the package.
In the interest of customer satisfaction, we have cancelled the account effective November 5, 2015. A full refund was issued for $1,499.00 as follows; one (1) payment of $1,350.00 and one (1) payment of $149.00 were refunded back to the credit card ending in xxxx—[redacted] The refunds can take approximately seven (7) to ten (10) business days to be processed depending on the financial institution Ms. [redacted] banks with.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon [redacted]  Resolution Specialist
Office of the President

unacceptable business practices and customer service given. I did book a vacation with GOV after 7 days of back and forth phone tag and promises from supervisors to call me back. I urge others do not fall for their trap and taking money from military members with unfilled promises and ripoff tactics.  I understand a travel agent supposed to recommend resorts, not ask us what resort for the area. I am booking with you guys because you are the travel experts. But I guess, you are not. I advise everyone to stay away from this company.  As for the refund I will take it as a lesson learned and hope others do not fall for your trap. A contract was signed yet your end of the contract was not fulfilled, so you are wiping your hands clean, taking our money and running. A copy of the contract was never sent to me nor are we able to see our contract online on our account.  I referred many people to your agency, luckily they have not signed up yet nor will after hearing what we had to go through. Sitting on hold for over an hour waiting for a resort to be cancelled. Telling us our points would be refunded by end of day, stating a specific agent would call back, yet another one calls back. Unable to reach account manager nor get calls back from her. the list continues, but I will not be wasting my time with using you again.

Revdex.com:
I have checked my account and the problem has been corrected via two separate points additions totaling the missing 14,902 points.  The business indicated that this was due to a failure of their autoload function, but that does not explain why this was not manually corrected after any one of the multiple calls I made to the business, nor does it explain why management never responded to either of my e-mails.  This was only corrected after I filed multiple online complaints including one to the Revdex.com.

Re: [redacted] # [redacted] Dear Ms. [redacted]: We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide...

you with the facts and our resolution concerning this matter. Our records indicate that Ms. [redacted] purchased a Westgate Cruise and Travel membership upgrade on March 20, 2015. The cost was $2,499.00 with a down payment of $249.00, followed by eighteen (18) payments of $140.00 per month. Records reflect that on May 27, 2015, Ms. [redacted] contacted our agency to book specific vacations for two separate weeks. When booking reservations, all inventory is subject to availability with our individual suppliers. Unfortunately, the particular resorts were not available during the time period specified by Ms. [redacted]. Due to Ms. [redacted]’s schedule, she had little flexibility over the time frame. Ms. [redacted] determined that the resort availability and the times she was available for travel would not work for her and she requested that she be removed from the program. Although her request for a refund was outside the rescission period, in the interest of customer satisfaction, we have issued a full refund. The refund was issued effective June 3, 2015 to the credit cards on file. The initial down payment of $249.00 and one payment of $140.00 were issued to the credit card ending in XXXX ----9083. The additional payment of $140.00 was issued to the credit card ending in XXXX----4274. Please note the refunds can take approximately seven (7) to ten (10) business days to post depending on the financial institution Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by allowing us to explain the additional facts involved. Sincerely[redacted] Resolution Specialist Office of the President

March 28, 2017
Re: [redacted] File No. [redacted]  Our File No. [redacted]
Dear Sir or Madam:
We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We...

have reviewed and documented our findings and we would like to provide you with the facts.
According to our records, Mr. [redacted] has not purchased a membership through our company. However, we have a partnered relationship with [redacted], and it is [redacted] that is a party to the membership at question.
Our company does not hold the contract referenced in Mr. [redacted] correspondence, nor have we received any of his payment. The request to cancel the contract needs to be sent directly to Mitchell M[redacted] at the following email address:
[redacted]
As a courtesy, we have forwarded the request to Mr. M[redacted]
We would like to thank you for providing us with the opportunity to clarify the status of this matter by allowing us to provide and explain the additional facts involved.
Best Regards,
Jannelle B[redacted]
Resolution Specialist
Office of the President

January 26, 2018
Re: [redacted] and [redacted]
Dear Sir/Madam:
According to our records, on February 24, 2017, the [redacted]’s purchased an RCI Vacation Package. The cost of the package was $2,499.00 with a down payment of $249.00 and eighteen (18) monthly payments of $140.00.
Mr. and...

Mrs. [redacted] claim two (2) resort stays for September 2018 ([redacted] and [redacted]) were booked. They state at the time of booking they were clear about wanting to travel to Banff, Alberta, Canada; however, unknowingly they were booked at a resort in Idaho. The [redacted]’s requested to book the proper resort but were informed there was no availability. As a result, they have asked for a refund for the $213.82; as follows $95.00 resort charges, $19.82 taxes and fees, and $99.00 for the cancellation waiver they paid per reservation.
We have reviewed Mr. and Mrs. [redacted]’s request for a refund, and in the best interest of customer satisfaction, their request has been granted. As of January 12, 2018, a refund has been processed for $213.82; as follows $114.82 and $99.00 per reservation totaling $427.64. The refunds were processed to the credit card ending in xxxx—3336. Please note the refunds may take seven (7) to ten (10) business days to be credited to their account depending on the [redacted]’s financial institution.
Subsequently, the refund request for the vacation package has been declined. The package was purchased in February 2017 which is well outside of the recession period. Additionally, benefits of the package have been used, such as the vacation cash to book a reservation at Stoneridge Resort for September 14, 2018.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President