RCI have come under scrutiny off the back of yet another booking blunder.  The couple, after trying everything that they could with RCI and Wyndham (the group where they had the reservation) decided to take to their story to the Boston News, NBC10.  The couple Cheryl and Sal had booked up a timeshare points holiday through the RCI points exchange program, and were thoroughly looking forward to their vacation in Las Vegas Gold Star resort ‘Wyndham Grand Resort’ on the strip.

The booking used up almost 40,000 points along with an additional $239 to secure the reservation of a nice one-bedroom suite on the Las Vegas strip, with access to plentiful amenities.  Cheryl had made the reservation with several months’ notice, and had even took the time to call a week in advance to confirm all final details, and all was fine at that point with their reservation.

A week later, the unsuspecting couple arrived at the Wyndham Grand Resort, to be told that there was ‘no room at the inn’.  Shocked and disappointed, they asked what their options were, to be told that there was not a lot they could do, apart from accept a room in the Desert Rose resort just outside the main strip of Las Vegas.  However, on arrival at the hotel, they found it was quite a distance out, and had none of the amenities or extras that they had been expecting from their reservation.

Whilst in Las Vegas, they bit the bullet and continued with their holiday, trying to not let this hiccup spoil the whole holiday for them.  When the couple arrived home they tried phoning both Wyndham Resorts and the RCI points program to see what had happened and if there was a way that they would be able to get a refund of some sort as they had not received what they expected.

Funnily enough, Cheryl did not get very far, to the point that she said when she spoke to someone over the phone at RCI, they had been extremely rude to her and told her that she had finished her holiday now, and there was nothing that could be done.  So, Cheryl took it into her own hands after seeing an advert at NBC10, who in turn contacted RCI to find out what had happened.

The response to Leslie at Boston News was quite different to the response the couple had received, and the couple soon got their full monies refunded.  Cheryl and her boyfriend were extremely grateful, and were very happy that there had been a resolution.  RCI spokesperson said that ‘RCI tries to deliver the best customer service experience.’  It is just a shame that this did not happen on this occasion, although finally resolved, it was a struggle.

We at the TCA would like to bring it to the attention of members in points exchange programs such as RCI to always double check overbooking policies, always pre confirm the booking with the resort itself, and advise the resort if you are due to arrive late.  It is a shame that these overbookings still occur, it is much more secure if you book directly with the resort, rather than use an exchange program.


Posted on: February 16, 2018

For more information regarding this article or assistance in any other timeshare related issues please contact the TCA on 0203 519 3808 or email: info@TimeshareConsumerAssociation.org.uk

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