Complaint Regarding Check-In Experience

My partner and I have been loyal members of Sun Vacation Club for over a decade, and we have always valued the quality of service and accommodations provided. However, our recent experience on Friday, April 4th, 2025, was deeply disappointing and warrants urgent attention. As elderly individuals with mobility limitations, we are unable to climb stairs and have historically re**** on your team’s understanding to accommodate our need for a ground-floor unit. While we acknowledge check-in officially begins at 2:00 PM, we arrived at 11:00 AM to politely request a downstairs room, fully prepared to wait until the designated time for room access. To our surprise, a lengthy queue had already formed, and we were forced to wait over three hours just to complete paperwork. This delay was not only physically taxing but entirely unprecedented in our 10+ years as members. What troubled us most was the apparent lack of flexibility or urgency from your staff. Despite our early arrival and clear need for accessibility, we were informed of “rule changes” that prevented staff from processing even basic paperwork before 2:00 PM. This rigid approach left us waiting unnecessarily, while employees appeared idle rather than addressing guests’ needs proactively. For a club that prides itself on hospitality, this was both unprofessional and inconsiderate—especially toward long-standing members with mobility challenges. This experience has significantly impacted our trust in Sun Vacation Club. We were due to renew / purchase a further 10 years membership as our membership will expire in 2026 but due to our experience we will have to reconsider. We hope you will treat this complaint with the seriousness it deserves and take immediate steps to prevent similar situations for others.