Complaint about Luxury Link customer relations services.

[PierreandBetty]

I have to let Luxury Link readers know about my experience with Customer Relations.



I wrote to them at the end of November 2007 to let them know that a package which I had purchaseddid not include all that was indicated when I used it.



I immediately received a reply from Nancy Taylor saying she would investigate the matter and contact me shortly.

Having received no reply over a month later I wrote to her again and still no reply. I called but only got voice mail; Idid leave a message but no return call.



I hate having to write this but I feel it is a lack of courtesy to not have replied. I do hope this is an isolated incident (maybe she's been away for 2 months !) but I had to let you all know about it. Hope the same thing doesn't happen to you.



Betty-Lynn

[funtimes]

I feel compelled to respond to you First of all I can not imagine who rated this message a 4 - not me! Secondly I feel badly that your Luxury Link experience was not as you had imagined, but more details are needed about what exactly you felt was lacking. When you make accusations to the community please be more detailed and descriptive. It is clear that MANY LL community have had nothing but GREAT experiences here and fabulous customer service from all LL employees including - or should I say especially with Nancy Taylor. This is really slander unless you more specifically detail your greivance. Please do not engage the community and any newcommers with LL to vague disputes. We have always had wonderful results with LL properties, great deals and great customer service in both auctions and buy now travel packages. Sorry for your unpleasant time - perhaps your expectations were unrealistic Please explain so that we may better understand

[PierreandBetty]

In reply to FunTimes' posting.



Of course I could go on and on about the reasons I contacted Luxury Link Customer Service butthat is not the point I was trying to make.



Don't you agree thatLuxury Link customers are entitled to the courtesy of a response. In no way did I attempt to slander Luxury Link. I just reported that I had not received a response to my query which is true.



Sorry you took it the wrong way.



Betty-Lynn

[travel2fun]

PierreandBetty, can you be more specific regarding the property you visted, what was supposed to be included and exactly what the property failed to do? Members in this community attempt to detail their experiences so that other may benefit. Thank you.

[PierreandBetty]

Dear Travel2Fun



In short, we had bought a package for a house rental for 6 persons in Florida for a week. Breakfast items, beverages upon arrival etc. were included in the package. None of the above were there when we arrived.



I mentioned to the front desk but there seemed to be some confusion as they had several properties and I presume several packages. They said they could not honor this part of the package but in compensation did offer us to have a continental breakfast at one of their properties 5 miles away. This was not convenient for the 6 of us to pile into 2 cars each morning to drive all the way and back for a continental breakfast.



Of course it's not a big deal and should my husband and I have been alone we probably never would have brought it up with Luxury Link but we were with 2 other couples who did not know about Luxury Link and we had so praised their packages. But, the main reason we wrote to Luxury Link was to make them aware of the situation as the same package was still being offered and we did not want other customers to be disapponted upon arrival.



Regards,

Betty-Lynn

[omegaet]

pierreandbetty...sounds like you might have taken advantage of one of the Florida Keys packages. Is that right or am I wrong? If it was the Keys, they can more or less overlook small details now and then....tends to happen when your wake up beverage of choice is a Bud Light or Margarita!



Usually you can reach Nancy Taylor by dialing the toll-free number and hitting #5. Nancy is pretty good about resolving little bumps in the road (at least she has done so with us and we've purchased a number of trips through LL).



Don't give up on LL....pass the word along to your friends and associates...the more the site grows, the greater the opportunities all of us enjoy for great travel deals!

[jashermd]

Hello,

I understand your disappointment -- and it's especially bad when you're the one who has made the arrangements as you then end up feeling responsible for everything that goes wrong. Hopefully it didn't have a major effect on your trip.

It sounds like LL isn't the only one at fault -- the property bears some (indeed most) of the responsibility for the problem. Did they do anything to address it while you were there?

Personally, I think it would help everyone here if we knew which property it was so we can be aware of potential problems. While the majority of LL properties are great, it's inevitable that there are a few less-than-great ones (if there are repeated bad experiences, perhaps we could lobby LL to drop them from the portfolio so that they don't bring LL into disrepute).

Cheers,
Julian

[PierreandBetty]

Hi Omegaet:



Yes you're right, it was in the Florida Keys; the Coral Lagoon Resort to be exact. The place is lovely. I presume since they have 2 other resorts in the Keys the packages got confused.



Regards.

Betty-Lynn

[PierreandBetty]

Hello Julian:



Thank you so much for your support and understanding. I felt awful after FunTimes gave me a hardtime. It was certainly not my goal to criticize for the sake of criticizing. It's just that I would have expected a reply from Luxury Link.



As for the property, well yes they would also be to blame for not having their ducks in a row. Having 3 different packages on the Lux.Link website probably contributed to the confusion. As mentioned in a previous reply I made to a reader, they did offer that we go to their sister resort several miles away for a continental breakfast but we figured it was too much of a hassle for 6 people to take 2 cars and drive all that way for muffins and coffee so we went out and purchased our breakfast necessities.



Again Julian thank you for your reply.



Regards,

Betty-Lynn

[omegaet]

betty-lynn....I would have bet money it was in the FloridaKeys.This isone of many condominium project constructed in Florida during the past few years, based on selling the "purchaser" on the idea they would be able to off set their operating expenses by place their unit in the managed rental programs. Unfortunately, most of the management operators are not experienced hotel personnel and they don't react or respond like hotel personnel should. Things tend to fall through the cracks.



The problems you experienced arefrequently minimized by contacting the property in advance of purchase or certainly in advance of travel (this topic is discussed in detail in another active thread in the community). As I mentioned earlier, I hope you don't lose faith in LL and the great travel opportunities available here.Myhope is, aside from your personal embarrassment, the entire group still had a great time.......at least the sea food was fresh, the water was warm, the Margaritas were potentand thesunsets across the Florida Bay will be long remembered. Hurry back to Florida!