I am rating the customer service not the resort. We did not travel in January 2012; however my problem started in Jan. 2012.
My husband and I purchased a one bedroom unit timeshare program in November 2009. We have returned twice without problems. We have been trying to make a reservation but are now being told only a certain week is available. We were told at the time of our purchase and it is in our contract, that we would be guaranteed a one bedroom unit any time. They explained that since they only sell a certain percentage of their units, a unit for timeshare owners would always be available.
I have sent numberous emails asking why the terms of our contract are not being enforced.
I get the same response "I have told you the week that is available".
Our contract also stated that if the Reef Village cannot accommodate us, they will make arrangements at a different resort. They continue to ignore my questions concerning what our contract says.
I think the old addage "we bought a bill of goods" might apply here.
We thought having a contract would protect us but that is not the case.
Diane from Texas
- Reef Village Hotel
