Gip D.
Stonewalled! Left without accommodation in Mexico.
Stonewalled! Interval International customer care is just awful with this company My wife and I recently visited Puerto Vallarta in Mexico with 2 friends and stayed in the Lindo Mar resort using an exchange voucher (a gold holiday week with Marriott Vacation Club Marbella) with Interval International, On the second night our bed was surrounded by cockroaches, a very distressing situation. The hotel moved us and on opening the wardrobe of the new apartment there was another cockroach right there on the wall causing my wife to have a meltdown just wanting to leave the premises immediately. We called I.I asking to be transferred somewhere else in Puerto Vallarta pointing out the rooms were unfit for human habitation. They have many properties in the area and though we pointed out another resort on their books, the Costa Sur, had availability they were unwilling to offer us anything at all except a refund of our booking fee and another resort certificate with a 12 month expiry date. The hotel were sympathetic but were unable to refund us as we booked through a third party, In short, we were left on the roadside with no accommodation eventually booking into the Costa Sur. I have written twice to Simona in the customer relations team replying to her facetious email asking if we found alternative accommodation OK and received no reply but it seems stonewalling is the way this company deals with reasonable complaints. It is so infuriating to see the words ‘customer relations associate’ in regards to this company, perhaps ‘can we nickel and dime you for a few more dollars associate’ would be more apt. It’s such a shame we have to deal with this company as Marriott owners, run a mile if you have a choice.