HELP 10 days to go & RCI cancel my booking!!

[Gail]

We are due to fly out to Gran Canaria in 12 days time - flights and car are all booked and, as far as I was concerned, so was a week of accommodation.

I had a call this afternoon from RCI to advise that the resort had changed its calendar and our week was no longer available. He said that RCI have no accommodation available in Gran Canaria that week but that he had contacted their local agents and managed to secure a week in another resort ( a sister resort to that which we had booked) and would we be happy to stay there?

Having had time to think about this, I really wonder how this could happen. We booked the week via Points on the first day of the reservation window last April. So why do they wait until 12 days before we travel to tell us that we have no accommodation?

What would happen if we turn up at the resort with our Booking Confirmation?

What would happen if RCI were unable to magic up a replacement week for us? Would we be compensated for our flights and car hire? Do travel insurance policies meet incidents like this?

Coincidentally, we booked another resort in the same group last year and several months before the due date, we had a phone call from RCI to say that the resort had changed their calendar......On that occasion, we were switched to the resort which we wanted to book in the first place so it was no problem.

I would be interested to know whether this has happened to anyone else and what he outcome was.

Gail

[Tim]

Gail,
I had a similiar problem at Clowance a few years ago in Cornwall.
We had booked a large unit for us 2 and our son and family total 6 people - it was a new unit and a lot of points.
About a week before we went i rang the site to book a cot for one of the kids and was told there was no booking.
We had booked as usual 10 months before.
Rci were contacted and there first response was that we had cancelled the week. We had not done that.
Next they refused to give reasons which was infuriating. We were offered another unit - not nearly as good as the one we booked but less points.
We were very unhappy but with 5 days to go what could we do?
If i had not rang up i would have arrived at the other end of the country to be told there was no room at the inn!
I put in an official complaint - it was august - nothing happened until i went to the RCI POINTS AGM and i forced the issue.
I wanted the truth whatever the reason. all i got was that the computer had deleted it.
At Clowance when we were there we were shown round the new units ( the one we should have been in ) and found out from the salesman that the Clowance's boss was staying there that week.
So that was the answer but i could not stand being lied to and so i am now never sure whether to believe RCI or not again.
If it was me i would put in a complaint because to happen twice is not on and all RCI is to blame the Resort and if it was so then they should tell the resort to sort it out and deal with it themselves.
Otherwise what is the point of the 10 month booking period.
Regards
Tim PS Do you really want to be in GRAN Canaria with no room?

[Gail]

Thanks for the reply Tim

Well it is all now sorted out although we are not staying at the resort we originally booked and I am extremely disappointed about that.

We are staying at the sister resort, Sol Amadores, up the road. I actually purchased 2 weeks there last year and the real coincidence is that we are booked in the room number that I bought (but different week). We have never intended to stay at that resort and bought there only because of the high points value and low maintenance costs.

RCI are adamant that it is the fault of the Puerto Calma Group Resort/Amadores Beach Club and, when I said that I would make a serious complaint with the rep when he visits, the RCI chap said that I should.

I did get a 50% reduction in the cost of the Points and a free carry forward of points to next year. They have also finally changed my user name on the website and are sorting out another problem I was having with my account on the internet so they have made a real effort to keep me happy.

I am sure we will still have a lovely time but I think I will double check with RCI if I ever book Puerto Calma Group again.

Gail

[Tim]

Gail,
Great news- i hope you have a lovely time- its a few years since we were in gran Canaria.
tim

[Sue B]

Hi Gail

If what you were told is true Gail, it shows how little control RCI have over these affiliated resorts. We had a similar experience the other year with accommodation we had booked for relatives to use - a three-bedroom apartment. Luckily, RCI were able to find us another apartment not too far away, but it was all very much last minute. We also had a reduction in the number of points needed as it became a last-minute booking.

When I checked on this problem, I was told that these last minute changes do sometimes happen, but that RCI do their best to try to find alternative accommodation.

I am not sure how far RCI would go in reimbursing costs of booked flights etc if they couldn't find an alternative. A question for the next board meeting, perhaps.

Sue

[Gail]

That's very interesting Sue.
We are now in Gran Canaria in our alternative accomoodation and it is is very nice but we would still have preferrefd the original booking.
We have met the rep and he maintains that Puerto Calma group are not allowed to change availability (unless struck by disaster) and that it is RCI's fault.
Interestingly enough, I have just received an email from my contact here at PC who advises much the same thing.
Do you know at what point RCI advise the resort of bookings made? Is it as soon as it is confirmed or just a couple of weeks before travel?
I will persist in trying to get to the bottom of this as I feel that 12 days notice is unreasonable for a booking made 10 months before but I suspect I shall get nowhere.

Gail

PS The rep pointed out that there is no room number on our booking confirmation for the original week. I thought that there is never a room number vut am unable to check. Does anyone know?

[Strongbad]

PS The rep pointed out that there is no room number on our booking confirmation for the original week. I thought that there is never a room number vut am unable to check. Does anyone know?

In my experience, that's normal. I've only had a room number when reserving my home week, or when re-ordering a lost confirmation close to the date, which makes sense as I've been told unit numbers are only assigned about 3/4 weeks before

[Gail]

Thanks everyone for the input.

We are now back and had a lovely time.

I contacted the reservations department and they did investigate the matter for me. It appears that the resort did do a calendar change but it was the season before last. So last year's reservation change was about right.

However, it appears that RCI never uploaded the new dates to their system and they are still incorrect this year which is why we got bumped.

It was quite good fun 'trapping' the sales rep. I asked him whether the Beach Club was full that week and he said there were plenty of empty units!! When challenged, he said they were all from owners not using their own weeks.

Gail