Advice for Sunquest passengers to RCB

yvrislandgirl · 12-05-2003

I am the Travel Agent from Vancouver Island with 2 couples enroute to the RCB (one today and the other on Sunday).

I was horrified at all the negative reviews about this resort and called Sunquest 5 minutes ago. They had yet to receive any complaints from guests. The Customer Service Rep advised if my clients were not happy with the RCB all they had to do was contact the Sunquest Destination Rep who would arrange to move them to a comparable resort - 5 star as per the Sunquest brochure. I found it strange that of all the negative reviews I read, not one mentioned that they had contacted their Tour Company's Destination Rep for assistance. I certainly would have done that immediately if there was any hint of sewage smell!

Monika

rmarsh · 12-05-2003

The response from RCB from the official complaint made by the Sunquest local rep was sorry we are fully booked.
The Rep was Luiz on site at RCB and yes I did complain repeatedly to the rep.
I spoke with my travel agent today who contacted Sunquest the Monday after we arrived back. We have not received any response as of today from Sunquest.
We are still very upset over the entire handling of this vacation!
R&J

rmarsh · 12-06-2003

I just posted a complaint to the Sunquest site as well
The site advises that they will respond within 4 weeks for travel related complaints.
R&J

Antonia · 12-08-2003

Yvrislandgirl,

I called Sunquest today and will be writing and forwarding our experience within the week. I spoke with Luz (Sunquest rep at RBC) almost on a day to day basis during our trip, and although she was apologetic about the RBC, she did not at any time offer or mention anything about being moved to another hotel. Had I been offered that, I would have gone. As a matter of fact and towards the end of our vacation, she told me that MANY guests of Sunquest had complained to her about the hotel and that they were going back home unhappy. Although I will be forwarding my complaint, I hope that travel agents and other reps will also take the initiative to speak with Sunquest or even go above Sunquest to address the concerns that some of us had.

yvrislandgirl · 12-08-2003

Hi everyone,

I have to clarify that I was very surprised when the Sunquest Customer Service rep advised to get the destination rep to move my clients to a comparable hotel. Honestly this is the first time I have ever heard of that being offered as a solution. Be that as it may I did arm my brother with a list of the other Sunquest 5 stars in PDC and the name of the CSR who gave me that advice.

Honestly it really bugs me when a tour company advertises a hotel as a 5 star when in reality it is not. I had my clients on waitlist to get into the RCB and while I do understand that it is a newly opened hotel I don't get why Sunquest would book cutomers in when the hotel is not ready to provide the 5 star service and ammenities as listed in their brochure, regardless of any "deal" or discounted price. I find it hard to believe that Sunquest did not consider that their guests may go over to their other 5 star properties, such as the Riu Palace and do a comparasin!

All I can say is that if my clients do come back unhappy I will do whatever I can to assist them in dealing with the matter through Sunquest. Even though their brochures do have lots of disclaimers, in my opinion, they have a responsibility to ensure that their products meet their ratings and are accurately advertised.

Monika

12-05-2003	#1 (permalink)
yvrislandgirl sandflea Join Date: Mar 2003 Posts: 5	Advice for Sunquest passengers to RCB I am the Travel Agent from Vancouver Island with 2 couples enroute to the RCB (one today and the other on Sunday). I was horrified at all the negative reviews about this resort and called Sunquest 5 minutes ago. They had yet to receive any complaints from guests. The Customer Service Rep advised if my clients were not happy with the RCB all they had to do was contact the Sunquest Destination Rep who would arrange to move them to a comparable resort - 5 star as per the Sunquest brochure. I found it strange that of all the negative reviews I read, not one mentioned that they had contacted their Tour Company's Destination Rep for assistance. I certainly would have done that immediately if there was any hint of sewage smell! Monika

12-05-2003	#2 (permalink)
rmarsh sandflea Join Date: Dec 2003 Posts: 5	Sunquest and RCB The response from RCB from the official complaint made by the Sunquest local rep was sorry we are fully booked. The Rep was Luiz on site at RCB and yes I did complain repeatedly to the rep. I spoke with my travel agent today who contacted Sunquest the Monday after we arrived back. We have not received any response as of today from Sunquest. We are still very upset over the entire handling of this vacation! R&J

12-06-2003	#3 (permalink)
rmarsh sandflea Join Date: Dec 2003 Posts: 5	Reef Coca Beach and Sunquest I just posted a complaint to the Sunquest site as well The site advises that they will respond within 4 weeks for travel related complaints. R&J

12-08-2003	#5 (permalink)
yvrislandgirl sandflea Join Date: Mar 2003 Posts: 5	RCB not a five star? Hi everyone, I have to clarify that I was very surprised when the Sunquest Customer Service rep advised to get the destination rep to move my clients to a comparable hotel. Honestly this is the first time I have ever heard of that being offered as a solution. Be that as it may I did arm my brother with a list of the other Sunquest 5 stars in PDC and the name of the CSR who gave me that advice. Honestly it really bugs me when a tour company advertises a hotel as a 5 star when in reality it is not. I had my clients on waitlist to get into the RCB and while I do understand that it is a newly opened hotel I don't get why Sunquest would book cutomers in when the hotel is not ready to provide the 5 star service and ammenities as listed in their brochure, regardless of any "deal" or discounted price. I find it hard to believe that Sunquest did not consider that their guests may go over to their other 5 star properties, such as the Riu Palace and do a comparasin! All I can say is that if my clients do come back unhappy I will do whatever I can to assist them in dealing with the matter through Sunquest. Even though their brochures do have lots of disclaimers, in my opinion, they have a responsibility to ensure that their products meet their ratings and are accurately advertised. Monika

12-08-2003	#4 (permalink)
Antonia sandflea Join Date: Nov 2003 Location: Toronto, ON Posts: 7	Yvrislandgirl, I called Sunquest today and will be writing and forwarding our experience within the week. I spoke with Luz (Sunquest rep at RBC) almost on a day to day basis during our trip, and although she was apologetic about the RBC, she did not at any time offer or mention anything about being moved to another hotel. Had I been offered that, I would have gone. As a matter of fact and towards the end of our vacation, she told me that MANY guests of Sunquest had complained to her about the hotel and that they were going back home unhappy. Although I will be forwarding my complaint, I hope that travel agents and other reps will also take the initiative to speak with Sunquest or even go above Sunquest to address the concerns that some of us had.

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