Poor experience at Villa Del Arco Los Cabos (Long)

[raghuramt]

I bought the package off luxury link with the expectation that it would meet some standard of luxury prescreening and it failed completely to meet any of my expectations. - my first experience is nothing to be recommended or repeated. LL customer service hasn't acknowledged or responded to my direct email.



a) The pre-travel experience
I sent luxury link a chat request that was acknowledged but never responded to - specifically i had a question regarding how i would avail the $200 resort credit that was part of the package - more on this later. It is unfortunate luxury link never responded to me as this was to be a constant annoyance later. excessive faith in luxury link's vetting of the resort perhaps?

b) The checkin process:
We arrived on a saturday and waited in a line for 30 minutes to be checked in - at the time of checkin our rooms were not ready and we were sent off with a greeter to ostensibly tour the premises. It quickly became obvious that this was not aluxury resortas the greeter started pitching their timeshare story to us while all my family and i wanted to do was get some late lunch and access our room. The resort it appears used our checkin delay to pitch us timeshares - if we had known that the resort made most of its business from timeshares we would have steered clear of this property, as any hospitality that we received was usually accompanied by asales pitchthat left the entire experience anything but luxurious. When it became clear to our greeter that we were not interested in a timeshare sales pitch, our tour was abruptly ended. we proceeded to get some lunch while we waited for our room to be readied.



when we finally managed to get our keys the luxury link package we had bought was not at all clear to the checking clerk - who did not describe any details about how our resort credit could be availed. The impression we got from listening to the checkin clerk was that the internet department of the property had just listed their property on luxury link as an advertising gimmick.

c) The rooms : this may have been the only redeeming feature of our stay. The rooms were clean and spacious but had no luxury features. We have stayed previously at the hilton cabo (which did not bill itself as luxurious) and they carriedbath robesand flat screen tvs etc (neither of which our villa had).

d) The pools - average at best, Noinfinity pool, crowded, very few activities compared to our stay at the hilton. Service by the pool was very spotty, staff was sparse. As a recurring theme, this paled in comparison to thehiltonwhich had welcoming staff who frequently checked in our poolside comfort.

e) Location - awful. Very close to the town ofcabo san lucas, so the beaches were crowded with vendors and lacking in privacy.

f) Service - We waited 2 days to receive our welcome basket that was part of the package. After reminding the resort, (noone seemed to know what it was) they told us that it sometimes takes a day to get the welcome package as they arent sure if the guests are going to show up (sic) - renders the point of a welcome package moot. When we finally got the welcome package there were no local sweets - in fact it seemed like someone cobbled together a basket of fruits and a tequila as they didnt have any idea what the welcome basket was supposed to have. I'm still looking for the luxury part of the deal - as it seemed we had to ask for everything and spend hours reminding them.

As for the $200 activity credit - The checkin clerk had no idea what we could use it for. Not for they spa they said, we could use it at the activity desk. But the activity desk said no - they were paid directly and couldnt bill to the room. After going back on forth for 3 days we were on our final day, Luxury link was unreachable over the phone because they were shut down for the 3 day weekend. My wife spent the better part of the 3rd day asking for an explanation and being given the run around from front desk to activity desk to activity sales counter because no one had any idea what we could use it for. This was the most ridiculous part of the experience.

At the end of this i have to emphasize its not clear to me what value Luxury link added to this process, 1) we ended up at a timeshare resort that had no luxury 2) there was no prescreening by luxury link 3) the resort had no idea what package we were sold by luxury link and 4) luxury link was unreachable for 3 of the 4 days.

[michael_choe_ll]

raghuramt,

we apologize for your poor experience at villa del arco los cabos and not responding to your direct email yet.



if it isn't too much trouble, please call us at 888 297 3299 for a quicker resolution.



i will pass this on to customer service.



much apologies,

michael

[LL_Moderator_ks]

A Note from LL Customer Service:



We regret your experience at Villa Del Arco. What you describe is certainly not in keeping with our standards of excellence, as Luxury Link makes great effort to provide accurate information for our
customers and vendors to assure a quality visit and reasonably seamless transaction. It is our goal and we remain committed to providing our customers with quality luxury merchandise and extraordinary travel values around the world.

Regards,

Dena Vojdany, Consumer Concierge

[raghuramt]

Thanks for your responses. I have been contacted directly over email by LL customer service since and look forward to your response.