VacatiaReviews of vacatia.com

Response from VacatiaJun 23, 2017

We are sorry to hear you did not have an ideal experience. While you selected a 2-1/2 star rated resort the good news is we have 55 other resorts in Myrtle Beach to consider, as well as 600+ resorts (rated up to five stars) across North America. Please contact Vacatia Guest Care via phone or chat on your next vacation and we will be very happy to assist you in finding a resort that better fits your family's needs. Thank you for sharing your thoughts.

Response from VacatiaJun 23, 2017

Cheryl, this is Mike Janes, I am Chief Marketing Officer of Vacatia. I was just going through your reservation and emails with our Guest Care team to ascertain what might be the source of your feedback. I am glad to see that you thought the resort was beautiful and loved the view of the lake. I do see that you were unhappy with the at-resort charges. Those fees, controlled by the resort, are included in your booking confirmation from us, primarily a $40/day refundable deposit and a daily fee of $12 for resort amenities. I wanted to verify with you that these were indeed the charges and more importantly that your deposit was refunded. If not please let Vacatia Guest Care know. Also, was there any other information that you found to be incorrect? We would appreciate any details. Thank you for being our guest at Vacatia.

Response from VacatiaMay 3, 2017

Dana- My name is Mike, and I’m the CMO of Vacatia. Right up front, as I mentioned in my voicemail to you this morning, I am sorry for your poor experience with, and first impression of, Vacatia. I have reviewed the specifics with our Guest Care team members who talked with you. We did actually process your refund on the day as you requested, however we should have immediately sent you an email confirmation of your refund. I have determined that indeed we did not do this, for which I apologize. I note you had to call us two days later to request the confirmation and I can see how our oversight would reasonably make you question whether we were moving with purpose and giving your refund the priority it deserved. I have also double-checked that our refund request entered Apr 24 (the day you requested it) was accepted by our card processor’s system, which successfully initiated the refund process. From that point, the refund process is handled by your credit card company and bank. While it varies by our guests’ credit card and issuing bank, our experience is that refund requests from that point do typically appear in our guest’s credit card account in approximately 2-3 business days. From time to time we are aware the process can take longer. That certainly appears to be the case here, six business days later, which is of course frustrating. Our executive team is very aware of your case and is reviewing our people and process to prevent this communication error in the future. Vacatia was created to make family vacations better for our guests, and it is clear we fell short on this occasion. I hope we can regain your trust and confidence so that you might consider Vacatia for your next family trip. I left my mobile number on this morning's voice mail. Please feel free to call me if I can be of any help. Sincerely, Mike Janes Chief Marketing Officer Vacatia