1 reviews | Active since Sept 2021
Issues with an upgrade
My wife and I bought our first Holiday club points in 1991 or 1992 in Potchefstroom. Since then, we have bought additional points on at least four occasions over the years. We have used our lifelong membership many times and remain satisfied members.
Having said that, our latest points purchase, during December 2022, leaves a bitter taste in the mouth. We were contacted, as per usual once a year, for an appointment with a manager, who would explain our situation and new upgrade possibilities. A virtual meeting was arranged, and a Renier Theron told us what we’ve heard many times before; that this was a last opportunity to upgrade our lifelong membership. The upgrade entailed significant benefits that he himself had developed. He made clear that he had been with the Holiday Club for decades. Sadly, as became clear, he misrepresented THC. I have an email from him (which I insisted on) stating that if we purchase the upgrade, we will receive ‘up to’ 50% discounts on cash and points transactions for bookings, as well as a personal local and international booking agent. What he failed to mention is that the discounts are only available 6 weeks before the date of occupation. This, as experienced members know, is a lesser benefit, as prime locations need to be booked long in advance. These locations are unlikely to be available within 6 weeks of occupation.
The personal booking agents are a mirage. We received the names and numbers of the agents, but both numbers are for a call centre at linked to Touchdown Africa, not THC. We asked for our personal booking agent, which would be unavailable. For days on end. Eventually we got a call back from the lady in question, but she was rather blunt about our insistence to speak to her. She stated that she could not help us with a booking adaptation, referring us to the Holiday Club. Yes, I am not making this up. Our personal booking agent at the Holiday Club, did not actually work for the Holiday Club and referred us to the Holiday Club! Regarding the international booking agent, no person with the provided name, according to the call centre, worked at the agency. Text messages to Renier Theron, requesting clarity, remained unanswered. Trying to reach Mr Theron, after the deposit was received, appeared difficult and at a few occasions I was asked to call back later.
During the upgrade, Mr Theron advised us to book our international holiday (received as part of the upgrade) early this year (2023), to ensure we got the location we wanted. After trying to reach the non-existing international personal booking agent, we did get assistance from a Holiday Club agent (Fareeda Akoon). However, she firmly told us, in writing, that we can only book an international holiday six months in advance. Apart from the personal agents and the points/cash discounts offered, a big reason for the upgrade was the international holiday. Now this appears doubtful.
I have raised the issue with the Holiday Club via an email, and received an email, stating that someone will give us a call. However, this is not happening. Is there anyone at the Holiday Club at a decision-making level that I can discuss these issues with? I would really appreciate feedback. We would like to obtain confirmation of the benefits we do now have – the real benefits according to Holiday Club regulations. Do we have personal booking agents as stated by Mr Theron? Do we have access to resorts at an earlier opportunity and are point and cash discounts available as part of the upgrade? As mentioned, my wife and I have been satisfied Holiday club members for decades now, but we would really appreciate a slightly higher level of service.
Aart-Jan and Esme Verschoor
Thank you for your comments.
We are very sorry that this has been your experience, but can confirm that a Consultant has since been in further communication with you to assist in resolving this.
Have a lovely day further.
Kind Regards
The Holiday Club
Thank you for your comments.
We are very sorry that this has been your experience, but can confirm that a Consultant has since been in further communication with you to assist in resolving this.
Have a lovely day further.
Kind Regards
The Holiday Club
Thank you very much for the apology and statement that a consultant has been in contact. Yes, a consultant sent a mail. After the review was posted. In her mail the issues raised more than a week earlier, were acknowledged.
However, the mail did not address the major issue, that the marketing agency, Touchdown Africa, appears to misrepresent the Holiday Club?
My payment enquiry was also acknowledged. Your collection department was looking into it and would revert back to me. We are 10 days further and the large amount paid has yet to reflect in the account of the Holiday Club. This was confirmed yesterday. When will the amount paid for the upgrade on the 1st of March be reflected in our statement? Why has it not been paid over by the marketing agency, 24 days after payment?
The existence of personal booking agents was not dealt with in the mail. My explicit questions in this regard appear to be ignored. As requested before, does the Holiday Club indeed provide personal agents for members that purchased an upgrade? At what level is this service available, if at all? This has not been addressed by any of your communications.
The marketing agency, when providing the international travel vouchers as part of the upgrade omitted the fact that these can be redeemed 6 months before occupation - this was also not dealt with by the mail from your consultant.
When logging into our personal profile - or in electronic communication from the Holiday Club, we cannot find a confirmation of our specific membership tier or the particular benefits of that tier. We would appreciate clarity on this important aspect.
To be clear, I rep**** to the consultant the very next day, in a detailed email. This has up until now not been rep**** to. Is this not in contravention with your own commitment in terms of customer service?
Investing in the upgrade had considerable cost implications that my wife and I contemplated seriously before taking the step. What costs us sleep now is that the upgrade as explained by the marketer and the reality seem to differ substantially. The Holiday Club is indeed a worthwhile enterprise, and we have dealt with honourable consultants and staff over the years. Yet, the recent upgrade experience entailed in our opinion a less than ethical sales pitch. Surely it is important to bring our experience to your attention, and surely it is reasonable to expect the specific issues raised to be acknowledged.
in brief, we would really appreciate a reply that deals with the issues raised, and not a standard reply that ignores the real important questions. Given the fact that our relationship is based on a contractual agreement with significant financial implications, we are not asking for any favours, just a level of service aligned to your expressed commitments.
Sincerely,
Aart-Jan and Esme Verschoor
Thank you very much for the apology and statement that a consultant has been in contact. Yes, a consultant sent a mail. After the review was posted. In her mail the issues raised more than a week earlier, were acknowledged.
However, the mail did not address the major issue, that the marketing agency, Touchdown Africa, appears to misrepresent the Holiday Club?
My payment enquiry was also acknowledged. Your collection department was looking into it and would revert back to me. We are 10 days further and the large amount paid has yet to reflect in the account of the Holiday Club. This was confirmed yesterday. When will the amount paid for the upgrade on the 1st of March be reflected in our statement? Why has it not been paid over by the marketing agency, 24 days after payment?
The existence of personal booking agents was not dealt with in the mail. My explicit questions in this regard appear to be ignored. As requested before, does the Holiday Club indeed provide personal agents for members that purchased an upgrade? At what level is this service available, if at all? This has not been addressed by any of your communications.
The marketing agency, when providing the international travel vouchers as part of the upgrade omitted the fact that these can be redeemed 6 months before occupation - this was also not dealt with by the mail from your consultant.
When logging into our personal profile - or in electronic communication from the Holiday Club, we cannot find a confirmation of our specific membership tier or the particular benefits of that tier. We would appreciate clarity on this important aspect.
To be clear, I rep**** to the consultant the very next day, in a detailed email. This has up until now not been rep**** to. Is this not in contravention with your own commitment in terms of customer service?
Investing in the upgrade had considerable cost implications that my wife and I contemplated seriously before taking the step. What costs us sleep now is that the upgrade as explained by the marketer and the reality seem to differ substantially. The Holiday Club is indeed a worthwhile enterprise, and we have dealt with honourable consultants and staff over the years. Yet, the recent upgrade experience entailed in our opinion a less than ethical sales pitch. Surely it is important to bring our experience to your attention, and surely it is reasonable to expect the specific issues raised to be acknowledged.
in brief, we would really appreciate a reply that deals with the issues raised, and not a standard reply that ignores the real important questions. Given the fact that our relationship is based on a contractual agreement with significant financial implications, we are not asking for any favours, just a level of service aligned to your expressed commitments.
Sincerely,
Aart-Jan and Esme Verschoor