I am left with an ill feeling that Luxury Link is trying to

After being on this site for months looking at auctions and being hesitant to bid I finally did just a few weeks ago. I was so excited I won my auction. I read the rules thoroughly. I followed the guide lines of how bidders should check with the hotel first prior to bidding to make sure the dates you want will be available. I did that before my bid as well as after I won the auction. All 3 date options were available but when I submitted to Luxury Link all 3 got denied. Mind you, the auction itself did not state that there were any date restrictions like many other auctions had so why were ALL of them denied? The hotel obviously had room. The customer service rep, Sonya, told me it was because of the fourth of July holiday. And because the hotel was a "preferred" hotel that my calling the hotel to confirm availability will not apply to me. How does that make any sense? And why was that not explained anywhere on the auction? And if there are no date restrictions then why does the 4th of July holiday matter?

I tried to stay flexible. Sonya first told me because of circumstance I COULD cancel the auction but if I wanted to look in to other dates first I can. So I asked her if she could contact the hotel since I obvioulsy cannot call them myself and find out what dates ARE available to not waste any more time. She said she would contact me by phone or email. 4 days went by with no response. I started calling daily to get ahold of her and I continued to get thrown in to her voicemail and never getting a returned call. That was when I decided I don't want to know other dates, I just want my refund. I finally get her directly, and not by her attempting to call me, and she says I am not able to have a refund. She also hadn't checked with the hotel on additional dates. She asked if she could call the hotel and give me a call back with the dates. I said I would prefer to wait on hold while she call. I waited ONE HOUR AND TEN MINUTES on hold. How does it take that long to find available dates directly from a hotel? She kept asking to "call me back" but because I know I will never get that call I continued to wait. After an hour she came back on the phone, still had no dates to give me and said she has to hang up with me now. This was two days ago. I have not gotten a single call from this woman since the start of this and I continue to get the run around.

I have contacted customer service directly by email and have not gotten any responses from them either.

This is by far the worst customer service I have ever experienced and I feel completely scammed and taken for. :(

I just want my refund.

I'm very sorry to hear about your experience with Luxury Link. I've purchased half a dozen packages and not only have I had excellent service, but all of our stays have exceeded our expectations. My advice, is to call Luxury Link and speak to a different representative. It's possible that Sonya is a new employee and you could have better results dealing with a more experience representative.

Josie,

I agree with thepiranha. I have purchased numerous LL packages and have always had great service, both from LL and the booked properties. I've sent you a private message. Please check your inbox.

Shy ~

Dear Josiemastroviti:

I am very sorry to hear about your experience. Our Customer Service team tries very hard to work with each customer and make sure things run as smoothly as possible. It's very unfortunate to hear that this happened to you. As you can see from the availability of our Community, we are open to hearing all experiences from our customers. This forum allows us to not only address issues that may have been overlooked, but to also learn from those issues.

I have reached out to our Customer Service department, and they are trying to contact you. They are also trying to contact the property manager of the Preferred Hotel Group. Unfortunately, because PHG is an additional party in your package purchase, it makes things more inflexible (i.e. dates - especially around holidays).

Again, I'm very sorry to hear about your experience. We will hopefully be able to clear things up soon.

Thank you,
ll_moderator_ks (Katie)

i am sorry you are having troubles - my husband and i are currently on a luxury link package and in fact we combined 3 together and they worked great with me for the dates we wanted.
good luck - i am using a spanish keyboard so excus all small letters - having trouble figuring out the keyboard configuaration

I just purchased a Luxury Link package this week. There was a billing problem, so I e-mailed Luxury Link and the problem was taken care of less than 24 hours later. As I stated earlier, I find their service to be exceptional.

Quote:

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Originally Posted by thepiranha

I just purchased a Luxury Link package this week. There was a billing problem, so I e-mailed Luxury Link and the problem was taken care of less than 24 hours later. As I stated earlier, I find their service to be exceptional.

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We won an auction 10 days ago. It showed up on their past auction list and the cc was immediately charged for it. However after a week of not knowing if our preferred dates had been reserved, we called LL. (We had checked both the web site of the property, and called LL to check availability, before bidding)

Within hours of contact about the problem (the rest of our schedule was hanging on this reservation), Gloria posted an email to us, that she was working on it, and then within 10 minutes, a positive response confirming our dates.

Others have mentioned Gloria's good service. But based upon these difficulties and what has been reported here, I would say LL needs to put more people power like Gloria in their back office operation, where screw ups and poor internal communications, can really mess up a positive customer experience. More Braves & fewer Chiefs perhaps?

I'll second your post shininglight. While I can't say I've had too much trouble, exactly, with LL customer service, when I did have to correct an issue I felt like I really had to go the extra mile to fix it myself and double check that it stayed fixed on my credit card. I also am not fond of waiting on hold and I remember very well a long wait on hold with customer service. I think LL definitely would benefit from fine-tuning their attention to customer care at the first point at which the customer interacts with LL (customer service phone or email.) I must say, though, that some of the LL people I've interacted with have been lovely.