This Business is not BBB Accredited
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On 04/16/2014 this company's accreditation in BBB was revoked by BBB's Board of Directors due to failure to eliminate the underlying cause of complaints on file with the BBB.
Royal Holiday Club has appealed the revocation which will be considered by the BBB's Board of Directors shortly.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered Royal Holiday Club's rating include:
- Business has failed to resolve underlying cause(s) of a pattern of complaints.
- BBB Accreditation was revoked because the business failed to honor its accreditation agreement with BBB.
Factors that raised Royal Holiday Club's rating include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 280 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints SummaryRead complaint details
|Complaint Type||Total Closed Complaints|
|Advertising / Sales Issues||55|
|Billing / Collection Issues||26|
|Guarantee / Warranty Issues||3|
|Problems with Product / Service||196|
|Total Closed Complaints||280|
Additional Complaint Information
Our files contain a pattern of complaints from consumers that allege Royal Holiday Club uses dishonest or deceitful sales practices in order to get them to enter a contract stating that Royal Holiday Club fails to inform consumers of the terms and conditions of the contract, which consumer's state leads to difficulties in booking travel dates or obtaining the accommodations suitable or comparable to what was presented to them upon the signing of the contract. In some cases, consumers are trying to cancel the contract and obtain a refund days later only to find out that they only had 3 days to cancel, which there was no mention of prior to the sale and signing of said contract.Royal Holiday Club responds to these complaints by apologizing, as well as explaining their terms and conditions and reaching out to the consumer so that they may reach an amicable resolution.
On December 6, 2013, BBB sent correspondence to Royal Holiday Club requesting their voluntary cooperation in resolving complaints on file with BBB and providing steps it will implement to eliminate the pattern of customer complaints.
On December 24, 2013 Royal Holiday Club responded to BBB's concerns stating the following "We implemented an online training platform (Royal Holiday connect). It is a program that combines technology, experience and creativity to accessibly share to our entire sales force the knowledge generated in our company, at any time and from any device with internet access.
By collecting testimonials, bibliography and our salesperson's experiences, Royal Connect condenses in these capsules this information to dynamically present it with clear examples applied to our company. These videos make specific courses according to the different positions in the company as: Promoters, Liners, Closers, Sales, Directors, Executives, OPC's and more in the future.
Each course is designed to put each employee at the forefront with modern sales techniques, customer approach, and nonverbal communication, use of Royal Holiday membership and rules and regulations. The videos that make each course are separated by modules and when finishing each one, the user must answer a test to ensure the understanding of the content. By approving all the modules of each course a certificate is given.
We also established an ongoing program for the monitoring and oversight of all of the sales room. This onsite mystery shopping project helps us to evaluate our employee-performance and interactions with our clients, providing a valuable feedback that has revealed the areas that royal holiday has room for improvement such as sales practices, by using this as a positive training tool with individual evaluations to see what is being done well and what may need to be improved at each sales room-according to a clients view."
BBB will continue to monitor the complaints for Royal Holiday Club and update the review as needed.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
BBB records show a license number of 87175 for this company.Check License Status: http://www2.pr.gov/Pages/servicefilter.aspx?type=empresa
Please note that governmental licensing information may not be current.
Type of Entity
Incorporated: December 1992, CH
Contact InformationPrincipal: Mr. John Siegenthaler (President)Mr. Juan Acuna (Chief Counselor)Mrs. Gabriela Del Callejo Llerenas (Managing Member)Mrs. Rosario Rodriguez (COO)Mrs. Angelica Vela Zarzavilla (Call Center & Quality Manager)
Timeshare Companies, Vacation Certificates & Vouchers, Vacation Clubs, Travel Clubs, Travel Agencies & Bureaus, Hotels
Alternate Business NamesRoyal Holiday International, Royal Holiday Vacation Club
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