Complaint Review: Fairfield Resorts

We have just been through a terrible customer service problem and had to tell the management at Fairfield / Wyndham about it. After a fantastic experience at a Fairfield Pocono's Shawnee Resort, we decided to go to Orlando for Christmas vacation through a Fairfield package. We set this up in March 2006 and upgraded it to a 7 day vacation at Start Island in a 2 bedroom condo. The sales rep told us we were lucky to do this so early to get the condo and purposely set the package up from Wed. to Wed (Dec 20-27). The following confirmation letter from Fairfield made NO mention of the specific accommodations, which is weird.


Anyway I called on November 28th 2006 to confirm and I am told our accommodations are at an Extended Stay Deluxe. What!!!! This is unacceptable. We were told one thing by the sales rep and end up in a hotel room? My wife and I have technical occupations and are savvy travelers so there was no mistake on our end about what we were told over the phone. It appears this is a Bait and Switch. The next several days we made repeated phone calls to 954-935-4000. I mentioned this because each time we were told they would call us back. At no time did any rep call us back, even the Supervisor. It took an act of congress to get a full refund. You would have thought they were taking the money out their own pocket instead of a making the situation right by the customer. The bottom line is we had a special vacation arranged for our family in Orlando with our son's, one from flying in from Ohio and our other son who's in the Army and on leave from active duty in Iraq.

Now it's ruined So here are a few tips for your reps. 1.) the customer is always right, 2.) Put in writing ALL the accommodation details by letter and e-mail. If this had been done we would have caught the problem and cancelled within the 15 day policy. 3.) Implement an escalation policy so a customer can speak with a supervisor immediately. We just want you to know we have never been treated so shabbily and would expect more from and organization like Fairfield / Wyndham. You won't have to worry about our making timeshare recommendations to others about your resorts, it won't happen.

Kevin
Rochester, New York
U.S.A.