• Report: #926777
Complaint Review:

Ripoff Report | preferred guset resorts

  • Submitted: Mon, August 13, 2012
  • Updated: Thu, June 19, 2014

  • Reported By: morag — stornoway Internet United Kingdom
preferred guset resorts
Internet United States of America

Preferred Guest Resorts TRUSTED BUSINESS REVIEW: Travelers, guests, & clients, feel safe, confident & secure when doing business with Preferred Guest Resorts. Fun and affordable promotional vacation packages to destinations like Orlando, Napa Valley, New Orleans, & Pigeon Forge top priority for Preferred Guest Resorts. Commitment to Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction & confidence when traveling with Preferred Guest Resorts.
*UPDATE: Preferred Guest Resorts recognized by Ripoff Report Verified™ as a safe business service.

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Ripoff Report Verified™ REVIEW:

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.

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.

Preferred Guest Resorts is Ripoff Report Verified
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.


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.”


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.


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.



preferred guset resorts florida dream holidays fast sales tactics, no chance to ask questions, being duped into paying , Internet

I had put my children to bed and was messing about on my laptop when i got a pop-up saying I was the millionth visitor. I ignored it but was plugging in the charger and must have clicked on the pop-up accidently and there was a message telling me i had won a trip to florida with $3000 dollars off the price.

There was a phone number and it was local so I thought, why not, I got three children who have never been out of scotland who dream of going to disneyland.  When they answered I spoke to Kathryn Bloom who was very pleasant and proceeded to tell me the holiday I won was for miami, daytona and the bahamas.

She also told me I would have seven days car rental, breakfast included and gift certificates for the parks.  I was amazed and stunned, I never win anything.  All I coukd think about was how my thrilled my children will be when I tell them.

I was then passed to Stephanie Shelly who was polite but very rushed, she spoke so quickly about how lucky I was and for that she will reduce the price from $868 to $700, in british money it roughly 560 to 400.

For me, this was fantastic, my family were going on a trip of a lifetime for 400 quid.  Staphanie then becsme very ruched again and required my Visa detail, I gave them to her, trusting her as she told me she needed them in order to register me for the online account so I couls show my children all the places we would be going to.

I wss then transferred to a nice man called Tony or Eric, I cant remember.   He again took me through all I had won. he then told me he was going to record our conversation and I only hasd to say "agree" or "disagree". 

He told me I could ask questions after he had finished this recording.  I did as he asked and I had know idea that he was finished, he thanked me, congratulated me, then went on give numbers to call to make the reservations, he confirmed my e-mail amd phone number and said goodbye.

After he hung up, I became suspicious so I thought I would do a little research before I told the kids in the morning.  I am so thankful that I did and found out about these guys here. 

My first job tomorrow is to go to my bank and cancel my card and the transaction, Im really hoping it wont have gone through already.  If not, Im screwed.  My advice to anyone who finds themselves in a similar position with these guys or others like them, IGNORE ANY AND ALL POP-UPS, ALL THEY WANT IS YOUR MONEY!!!!

This report was posted on Ripoff Report on 08/13/2012 06:30 PM and is a permanent record located here: http://www.ripoffreport.com/reports/preferred-guset-resorts/internet/preferred-guset-resorts-florida-dream-holidays-fast-sales-tactics-no-chance-to-ask-quest-926777. 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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Updates & Rebuttals

#1 UPDATE Employee

Preferred Guest Resorts

AUTHOR: PGR Corporate Office - ()

If you purchased a promotional package with our company, we would like to put your mind at ease regarding any concerns you might have.

This is not a scam! You have not been taken advantage of in any way!

What you have received is access to a wonderful vacation opportunity, which we fully intend on fulfilling exactly as it was presented to you. Here at Preferred Guest Resorts we pride ourselves on providing great customer service, and euqally on fulfilling wonderful life lasting vacation experiences. If you were to ever encounter a problem, or require assistance for any reason, you can always count on us as we operate around the clock (24/7) to assure that you receive immediate assistance whenever needed.

Please remember that we are here to serve you, and our goal is to provide you with a service that will exceed your expectations in every way possible. We appreciate your business, and we look forward to hearing from you.

Thank you,

Preferred Guest Resorts

001(407)404-6835 (World Wide)

888-261-8543 (USA/Canada)



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#2 Consumer Comment

Pgr is great company!!!

AUTHOR: confused - (United States of America)

PGR is a great company I have traveled many times with them and never have had a complaint.  I recived everything promised . In the ripoff report the guy never told how he got ripped off he just looked up the company but if you look up any company you will see the same  kind of complaints. people are not always happy and are hard to please. PGR has been open for many yrs for a reason and I think it is unfair to judge this company. I wish he would have taken the vacation with his kids hemissed out on a wonderful vacation. for the price you can not beat it no one else if offering a deal like that so if you want a vacation of a life time say yes to PGR.;
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