- Report: #1093616
Report - Rebuttal - Arbitrate
Complaint Review: Preferred Guest Resorts TRUSTED BUSINESS | Ripoff Report Verified™ …businesses you can trust. Preferred Guest Resorts Focusing on smaller privately-branded resorts around the world, developed a reservation platform bringing this inventory to the public. Providing fun, affordable vacation experiences exceeding customer’s expectations.
Best Vacations EverP O Box 941216 Maitland, Florida USA
Preferred Guest Resorts TRUSTED BUSINESS REVIEW: Preferred Guest Resorts 100% dedicated to customer satisfaction. Strategic changes, additions to corporate procedures implemented, ensuring guests’ satisfaction with promotional vacations to destinations such as Orlando, Napa Valley, Pigeon Forge, & New Orleans.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service – Preferred Guest Resorts pledges to always resolve any issues, feel safe, confident & secure when doing business with Preferred Guest Resorts, recognized by Ripoff Report Verifed™ as a safe business service.
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EDitor’s UPDATE: A positive rating and recognition has been given to Preferred Guest Resortsr for its commitment to excellence in customer service.
Through several detailed discussions and interviews with Preferred Guest Resorts, Ripoff Report has verified the company’s commitment to their guests and customers. Their pledge to continue providing fun and affordable promotional vacation packages to destinations such as Orlando, Napa Valley, New Orleans and Pigeon Forge – with total customer satisfaction – means that their clients and rest assured the company will work to always find mutually satisfactory resolutions to any concern or issue that may arise. Preferred Guest Resorts recognizes the importance of their customers vacations and has taken multiple steps to insure they can travel with peace of mind when using one of their promotional vacation packages. [continued below]....
Brandon Bizar, the founder and CEO of Preferred Guest Resorts, appreciates the opportunity to listen to their customers and continually improve the promotional vacation packages they offer.
Preferred Guest Resorts was built by travelers for travelers, and for several decades has been providing fun and affordable promotional vacations to their customers all over the world. They have traveled hundreds of thousands of happy couples and families to destinations they never thought they would be able to afford or enjoy. Whether it is a family traveling to Orlando to experience the magic of Walt Disney World Resort, or a couple looking for a romantic getaway to Napa Valley, Preferred Guest Resorts understands the very personal and important role vacations can play in people’s lives. Ripoff Report is pleased with the initiative and responsiveness of Preferred Guest Resorts, and with the absolute commitment everyone at the company has to the customer satisfaction of their guests.
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
The information provided in this report below is based on comments made by Michelle Morse, VP of Markting and Mitch Lokken, VP of Reservations & Customer Care during an on-site inspection held by a third party verification company with no biases toward Preferred Guest Resorts.
Preferred Guest Resorts is a promotional and reservation company specializing in providing fun and affordable vacations around the world. Leads are acquired through several sources, including referrals from previous and existing clients, business partnerships, and various websites. The typical sales process begins with a potential customer calling Preferred Guest Resorts to look into booking a destination and identifying the dates they wish to travel. “Preferred Guest Resorts will [then] qualify then potential customer for financial ability, dates, and destination(s),” explains Michelle Morse, VP of Marketing for Preferred Guest Resorts. If the potential customer qualifies, the company will then explain the terms and conditions, plus benefits such as the refund policy, travel protection, etc. The client will receive a text message and e-mail to confirm the agreement and welcome them. Seven days prior to the trip, the client receives a follow-up welcome call, reminding them of the trip.
PREFERRED GUEST RESORTS COMPLAINT RESOLUTION
At times, customers may not feel satisfied with the services they’ve received. An example of this is a client calling Preferred Guest Resorts several months after agreeing to the deal and lodges a complaint, requesting a full refund. “A full refund is not an option since the customer is informed up front that such request must be done in the first 30 days. However, the complaining client is informed they have some options: Assign their package to someone else; sell their package to someone else; or change travel dates,” explains Ms. Morse. “The company does 20,000 sales each month, but only receives between 3-4 monthly complaints. 90%+ customers are satisfied. The company has a 20%-40% repeat customer rate. Most complaints happen before the customer travels,” she states.
Preferred Guest Resorts has a resolution process in place to work with clients who do not feel satisfied with their experience. This resolution process involves listening to the situation in order to clearly understand the complaint; employ a dedicated department (Customer Service Quality Assurance) to handle the complaint; present possible solutions/options for the client to choose from, such as new travel dates; and finally, execute a decision based on the client’s preferred choice. “The company objective is to resolve complaints on one call, which happens the majority of the time. This is why the company has set up the Customer Service Quality Assurance department,” explains Ms. Morse. Once a complaint is resolved, the Customer Service Quality Assurance department follows up with the customer via e-mail, phone call, or both.
If the client is not happy with the trip itself, then Preferred Guest Resorts will engage the hotel or resort to assist in resolving the complaint. “The hotel may offer tickets to an area attraction and Preferred Guest Resorts may offer a second vacation for free,” states Ms. Morse. To ensure the complaints do not get repeated in the future, if the negative situation involves the hotel or resort, then Preferred Guest Resorts will not work with that hotel/resort anymore. The company also offers their customers a refund policy within 30 days of agreeing to the terms of the vacation.
Since receiving complaints via Ripoff Report, Preferred Guest Resorts have taken strides to post all of their 800 numbers on Facebook, updated their website and continually work to ensure they stay current, and have worked to make the process more customer friendly and to resolve complaints quickly and efficiently. Preferred Guest Resorts recognizes the benefit of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program, and the platform it provides for businesses and customers to interact and resolve issues. “Being part of the program allows Preferred Guest Resorts and its consumers to have a voice,” states Ms. Morse.
PREFERRED GUEST RESORTS / Statements from the owner.
"Vacations are good for the mind, body and soul, and if we can help make wonderful vacation memories become a reality for our customers, we will have done a good thing. Providing the Best Vacations Ever to each of our guests is our #1 priority and we recognize that our success depends on how well we live up to that goal.” – Brandon Bizar, Founder & CEO, Preferred Guest Resorts
Preferred Guest Resorts’ Quality Assurance Manager, Kenneth Branch said, “We are a leader in the vacation industry and have traveled tens of thousands of families. We have a customer service rating of over 98% and what this means is that when you visit our promotional vacation properties, you will have a magical experience. We always suggest the guest visit our website at www.bestvacationsever.com and review their information and all of the details about each of the destinations we offer. The information is there, but our guests can always contact us and speak with a PGR team member in our customer care departments, 24 hours a day, 7 days a week.”
PREFERRED GUEST RESORTS GIVES BACK
PGR provides vacations and services globally, and the company and its associates lead by example with their efforts of giving back to our local. We believe the first step in positively impacting the world is to reach out and support causes important to our own back yard.
PGR supports Harbor House of Central Florida, Ronald McDonald House, Give Kids The World Village, Second Harvest Food Bank, Teacher Supply Drive, and Susan G. Komen for the Cure.
STATED IMPROVEMENTS FROM PREFERRED GUEST RESORTS
A few of the adjustments they have made include:
Adding their toll free phone number from all of the countries they service to their web and Facebook pages.
They pass all of our sales call to a verification agent to confirm the guest understands the details of participation of the promotional vacation package being purchased.
All calls are recorded for verification and quality assurance.
While on the phone with PGR, all customers are given instructions on how to access their personal account on the PGR website www.bestvacationsever.com where they can view details about the promotional vacation they purchased.
When authorized, they send text messages to guest with links to their confirmation letter and other valuable information.
They make follow-up and Welcome Calls to each guest prior to arrival to insure the guest has all of the information necessary for their trip and to answer any last minute questions the guest may have.
Preferred Guest Resorts recognizes that concerns and issues posted on Ripoff Report, whether true or not, and whether from a customer or even a competitor, need and deserve to be addressed. When handled properly, these situations can provide valuable learning opportunities and will lead to continued growth. Preferred Guest Resorts, through the feedback it received from Ripoff Report, has made changes and enhancements to their processes. Ripoff Report is confident that Preferred Guest Resorts is committed to its customers’ overall satisfaction as well as to providing the Best Vacations Ever to all of their guests.
Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
Best Vacations Ever Preferred Guest Resorts Won a "free trip" paid service fees and tax then chose to upgrade room, had to change date and they said they would need to charge me all the fees all over again Maitland Florida
My family and I booked a trip to Orlando (oct 24-27) and received confirmation of that booking on October 2nd. On October 5th I called to change our reservation to a different month because a family member is ill. Preferred guests resorts (rude) employee told me that in order to change a reservation without any fees the change had to be made within 21 days or more of your trip.
When I called it was 19 days until our trip, I begged for them to make an exception this once, as it was only 2 days less than the 21-day rule. They stated that it was not their decision to make that the contract they had with the timeshare didn't allow them to make any exceptions, that the ones who could make the change without the fees were the timeshare. I then called the timeshare who told me that they would be happy to change the reservation free of charge but that they weren't the ones who made the decision that BVE was lying if they said it was the timeshares decision.
I called BVE again to try to resolve the issue and the employee could have cared less about what I had to say. Every time I attempted to tell the employee what the timeshare said she interrupted me! I said that if nothing could be fixed for us then I just wanted to cancel; they told me that if I wanted to cancel then it would be a $120 charge to cancel. Finally a manager waived the fee and I cancelled my vacation. But they refused to refund my money or even change my reservation for free they would rather cancel the vacation, than work with the customer. Stay away from BVE or Preferred Guest resorts as they don't care for their customers all they care about is getting more money out of them. In total we lost about $444.00
This report was posted on Ripoff Report on 10/21/2013 07:38 PM and is a permanent record located here: http://www.ripoffreport.com/r/Best-Vacations-Ever/Maitland-Florida-32794-1216/Best-Vacations-Ever-Preferred-Guest-Resorts-Won-a-free-trip-paid-service-fees-and-tax-1093616. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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