THE HOLIDAY CLUB

Item: The Holiday Club
Rating: 1
Author: IAN F

The Holiday club resorts are excellent but obtaining the unit number one wants is on line booking becomes a long excercise. In the past one could select the unit one wants from a drop down menu but this option no longer exists. Previously last year this was a problem and was only fixed moths after complaining emails and phone calls. This has just again been a problem and emails to the Holiday club go un answered. One cannot book during weekends so online bookings are the way to go when one wants to book which is also a point cheaper in most cases. For instance. To book unit 30 at Sunshine bay beach for two weeks in feb/march 2022 I had to add 38 units to my basket before unit 30 came up. I then had to go and remove 36 bookings out of my basket before being able to continue with my booking The same problem occured last year and they kept on telling me the the system has been fixed so that one could select a unit. If the unit was already taken one would get a message to widen your search or oops someone has beaten you to it. At least then one could go and select second best. its just tken me 35 minutes online to book for next year...a action which should take 5 minutes PLPA112910 MEMBER

Helpful (0)

Replies (7)

The Holiday Club's replyOfficial

10 Aug 2021, 14:32

Hi Ian, we are so sorry to hear of the difficulty you are experiencing when using our website. We will be in contact with you to see how we can improve your online booking experience - your reference number is

***

Regards
The Holiday Club

The Holiday Club's reply10 Aug 2021, 14:32

Official

***

Regards
The Holiday Club

The Holiday Club's replyOfficial

14 Aug 2021, 08:30

Hi Ian, thanks for chatting with us. We trust the matter has been resolved.
Regards
The Holiday Club

The Holiday Club's reply14 Aug 2021, 08:30

Official

Hi Ian, thanks for chatting with us. We trust the matter has been resolved.
Regards
The Holiday Club

IAN F's updateReviewer Update

14 Aug 2021, 12:15

Ian Farley

Fri 2021/08/13 19:30









To: My reply to THE HOLIDAY CLUB sending me and Hello Peter email on 14 Aug that the problem has been solved

· The Holiday Club

Good evening ******

I am extremely disappointed in the manner in which The Holiday Club staff are handling a simple query and that this is a repeat of my bad experience of June /July 2020.

A lady ****** had undertaken to phone me today so as to have a zoom meeting where she could view my screen. Being a Friday I had several items to attend to but I put everything on hold so that I could be available at short notice and eventually gave up waiting for her call at 16h00 and went to attend to items on hold at my properties that I rent out. She has not phoned yet as at 19h00 now.[ Friday 13/8/21]

All she had to do was read my email and Hello Peter complaints.

I chose the Hello Peter route this time due to my bad experience last year in The Holiday Clubs inability to resolve queries and to my utter disappointment this trend continues.

Fact is that I have been doing online booking since 2017 and select the units I would like to book after studying the layout plan of a resort or from previous experience. as is the case in booking unit 46 again at Kiara lodge 22/11/21 to 26/11/21.

When the resorts release schedule for 2022 was announced I immediately wanted to book to get in first. To my utter dismay I found that the selection of a specific unit had been disabled as was the case in June /July last year.

I wanted to book unit 30 or 32 in Sunshine bay beach for two weeks during Feb/Mch 2022. To secure the unit I had to load 38 other units into my basket until unit 30 came up. I had to then go and remove 36 units from my basket and continue with booking unit 30.

The staff member ******X who was tasked to deal with my query was very sweet but completely out of her depth dealing with this query. Firstly she did not read my query stating that the problem was with no longer being able to select a specific unit. Instead she sent me a long detailed explanation of HOW TO BOOK ONLINE!

I explained to her I have been doing online bookings for years and if she read my email the problem is with selecting a specific unit.

She rep**** that one could not select a specific unit as the system allocates one a unit. I ask why was she tasked with solving a query when she had no idea that one could select a specific unit.

She then offered the advice, after speaking to someone, that to get a unit that I want I must ad several units to my basket untill the unit I want comes up.

The holiday club resorts are lovely as is the staff at the resorts and they are efficient in what they do.

Now having to deal with this inability to even read the problem described in the email....one wants to throw your hands up in the air.

Then to keep a person waiting all day for a Zoom call???

Surely there must be someone in The Beekman group who can deal with my query??

Ian Farley

From: The Holiday Club <***>
Sent: Friday, 13 August 2021 13:02
To: *** <***>
Subject: Unhappy review of Problem solved

Dear Ian Farley

We take note of your unhappy review, since we pride ourselves on delivering great customer experience we are sorry we have fallen short of your expectation. We have escalated your query to our Team Lead for review, and would value the opportunity to "make you smile" – speak soon.

Kind regards

******XX

***:***

IAN F's update14 Aug 2021, 12:15

Reviewer Update