RCI Customer Service Issues

I had a conversation with Luis Reyes on Monday, 10/15 at PH. [redacted] ext. [redacted] about a Family Cruise. Initially, I thought I understood the pricing, but after discussing it with my family, we decided to cancel due to a significant discrepancy in the amount I was going to be charged. I provided my credit card for the $[redacted].00 deposit. Mr. Reyes assured me that since we didn't proceed further, the charge would be voided by the end of the business day. On the same day, I contacted Mr. Reyes to reiterate my decision to cancel. I have also disputed the charge with the credit card company as it moved from pending to an actual charge on 10/18. Please review our conversations from 10/15, which I believe are recorded. Thank you, James R.

I made a reservation for a 1-bedroom, 2-bathroom unit with a full kitchen, but upon arrival, we were given a unit with 1 and a half baths and an extremely small kitchen with minimal storage space. There are hardly any cabinets or counter space for our food. I don't have email access on my phone, so please contact me via text on [redacted]. I reached out to RCI on Thursday and Friday to inquire about a possible upgrade to a 2-bedroom unit, and was told I would have priority if one became available. However, when I called on Saturday, I heard a recording stating that the office was closed, which was unexpected. As senior citizens aged 70 and 81, my sister and I find this situation challenging. We require 2 full bathrooms and a larger kitchen, as we will be spending a significant amount of time in the unit and kitchen during our week-long stay. Thank you. Fredda Lambright

Yesterday, I arrived at a property that RCI Travel had booked for me for 3 days at the cost of $[redacted]. Unfortunately, I experienced issues with the gate entry as no one had provided the unit number. Despite the property manager's efforts, I faced difficulties accessing the accommodation due to the lack of information. I spent over 3 hours trying to contact RCI, only to be redirected and disconnected multiple times. My vacation was ruined, and I felt let down by the lack of assistance from your company. The experience was frustrating, from being directed to an empty location to dealing with unhelpful and rude staff. As a loyal RCI customer, I am deeply disappointed by the level of service received. This incident has caused me significant inconvenience and financial loss. I hope to receive a prompt response from your team to address this matter and restore my faith in your commitment to customer satisfaction.

My reservation at Gurney’s Inn Resort and Spa under resort ID [redacted] was unexpectedly canceled this morning by an RCI Supervisor named Renee. She left a voicemail explaining that the resort was no longer part of their inventory. My reservation was initially booked from March 1st to March 8th, with the confirmation number [redacted]14, made on July 13th, [redacted]. When I contacted RCI two weeks ago to confirm my vacation, they reassured me that everything was fine. However, when I called Gurney’s a few days later to inquire about a fishing charter, they were surprised to hear about my RCI reservation as they haven't been associated with RCI for the past two years. Today, after many attempts, I spoke with Tracy, a supervisor, who mentioned they just found out about the affiliation issue. Despite being unhelpful and defensive, she informed me that my points and booking fee were credited back, without any personal refund, apology, or compensation for the distress caused. I am extremely disappointed, stressed, and upset by the insensitivity and lack of accountability in handling this situation.

During our stay at Spinnaker Shipyard in Hilton Head, SC from March 23 to March 28, we encountered several issues with our unit that we'd like to address. Firstly, the check-in process took over an hour due to understaffing. Secondly, upon entering our unit, we were overwhelmed by the strong smell of perfume and had to air it out due to missing window screens. Additionally, the noisy air conditioning unit disrupted our sleep. The patio furniture was dirty, and the non-working coffee pot was not promptly replaced. Despite these setbacks, we cherish our time in Hilton Head. We are Worldmark by Wyndham members hoping for a peaceful stay but were disappointed this time. We kindly request a certificate for a 5-day stay at another resort within RCI to make up for our experience. Thank you for your attention to this matter. Kelly and Marvin Cruickshank.

I recently purchased a package from RCI for $3,[redacted]. Unfortunately, the certificate had expired by the time I tried to book it. My husband and I have been loyal RCI members for about 35 years and are at the Platinum membership level. I intended to surprise him with a trip for our 50th wedding anniversary using this certificate. Being seniors, we are on a fixed income and cannot afford to lose money, which is why I opted for the extended payment plan. I reached out to customer service but was simply told it was too late and that no one could assist me. After some persistence, I was promised a call back within 48 hours from an unknown number, which I am hesitant to answer. I believe the certificate was for a cruise, but I would be grateful for the option of a resort instead. I am disappointed with this situation and hope for a resolution from someone who values customer concerns. Thank you for your attention to this matter.

On May 25th, I made a reservation for a 5-night stay at the Manhattan At Times Square for November 24-29, [redacted]. The reservation number is [redacted]27. This reservation was intended as a gift for my granddaughter and her family, as she was invited to sing at Carnegie Hall during their stay. I was surprised to see a booking fee of $[redacted].00, along with the deduction of 50,[redacted] points and a $90 gift certificate without receiving a receipt despite my request to RCI. Due to unexpected family financial constraints, I had to cancel the trip today, May 5, [redacted]. However, I learned that the booking fee of $[redacted].00 is nonrefundable, though my 50,[redacted] points will be restored, and the $90 gift certificate fee reimbursed. As a long-standing 75-year-old member of RCI, I have always spoken highly of the company and its properties. Nonetheless, the substantial nonrefundable booking fee, especially considering the current economic climate, has left me feeling disappointed. I kindly request reconsideration for reimbursement of the booking fee or the option to use some points to cover the fee. Looking forward to future RCI vacations. Sincerely, Michael B Bradley Member # 1-[redacted]