Furious, being walked by Cheval Blanc Randheli (Maldives)
#46
Join Date: Dec 2008
Location: Jakarta
Programs: Krisflyer PPS, SPG, Hyatt GoldPassport, Shangri-la Golden Circle, British Airways ExecClub
Posts: 1,242
#48
FlyerTalk Evangelist
Join Date: Jun 2006
Location: IAD/DCA
Posts: 31,805
not sure how credit card disputes compare in canada vs US, and may be wire/bank
wolf72, presumably not that many? no issues with GMs of other nationalities?
speaking of, cant recall if ever came up here re dorchester hotels, which brunei owns
its known to be his booking?
wolf72, presumably not that many? no issues with GMs of other nationalities?
its known to be his booking?
#49
Join Date: Sep 2009
Location: Europe
Posts: 2,588
Most credit card companies wouldn't do anything, especially based on simply an email. They would try go get in touch with the merchant/resort and ask them what happened. Involving them won't bring OP far, the only way is through GM and corporate. There is a certain risk that by cancelling a CC transaction, the chances of any compensation are forfeited.
Only exception would be American Express. In the past, they have always credited the full amount for me until the case is clear and a decision is made. But they still go through the merchant and ask for all the paperwork etc.
#50
Original Poster
Join Date: Mar 2009
Posts: 119
After firing dozen of nasty emails to CBR, finally a resident manager not even the GM have the courtesy to call me to discuss about a "solution". He lied that they were trying to call me a week earlier to notify of the buyout which is not true. I only find out through my virtuoso agent. I wanted to be re-accomodated to Soneva Jani but they were full. They suggest O&O or Velaa which I am not fond of. Asking to cover accomdation, full board and round trip sea plane transfer to resort , and the manager said I was asking too much , am I really?
#51
Join Date: Sep 2009
Location: Europe
Posts: 2,588
After firing dozen of nasty emails to CBR, finally a resident manager not even the GM have the courtesy to call me to discuss about a "solution". He lied that they were trying to call me a week earlier to notify of the buyout which is not true. I only find out through my virtuoso agent. I wanted to be re-accomodated to Soneva Jani but they were full. They suggest O&O or Velaa which I am not fond of. Asking to cover accomdation, full board and round trip sea plane transfer to resort , and the manager said I was asking too much , am I really?
#52
FlyerTalk Evangelist
Join Date: Jun 2006
Location: IAD/DCA
Posts: 31,805
get exact details direct from soneva jani management to clarify/confirm
you asked for refund and all expenses, or all expenses and no refund?
"They suggest O&O or Velaa" - did they make an offer re those?
sometimes incompetence rather than lies, but lies/etc not uncommon
you only heard from agent? did hotel have your contact info? had you communicated with hotel about stay?
can agents comment on whether to ask how many guests impacted and how theyre handling?
you asked for refund and all expenses, or all expenses and no refund?
"They suggest O&O or Velaa" - did they make an offer re those?
sometimes incompetence rather than lies, but lies/etc not uncommon
you only heard from agent? did hotel have your contact info? had you communicated with hotel about stay?
can agents comment on whether to ask how many guests impacted and how theyre handling?
Last edited by Kagehitokiri; Aug 24, 2017 at 7:20 am
#53
Join Date: Sep 2009
Location: Europe
Posts: 2,588
Out of curiosity, I checked Soneva Jani.
Availability appears wide open except for September 7. All other nights are available, often even entry-level accommodation.
As Kage said, contact management directly: They often don't release all inventory. That night may be available after all.
#56
After firing dozen of nasty emails to CBR, finally a resident manager not even the GM have the courtesy to call me to discuss about a "solution". He lied that they were trying to call me a week earlier to notify of the buyout which is not true. I only find out through my virtuoso agent. I wanted to be re-accomodated to Soneva Jani but they were full. They suggest O&O or Velaa which I am not fond of. Asking to cover accomdation, full board and round trip sea plane transfer to resort , and the manager said I was asking too much , am I really?
#57
formerly declinespecificinformatiom
Join Date: Jul 2011
Location: USA
Posts: 1,140
Chevel Blanc is the type of place where you have to wear a tuxedo. You may find other Maldives resorts to be more enjoyable since they'd be less stuffy. 7 nights is a long time at one of these places, so I would consider splitting up both Soneva resorts.
Bear in mind that a lot of these resorts are owned by the same people, the GM's know each other and many of the staff are friends/family with other staff at other resorts. I'm of the opinion that the service will be nearly equally superb (as it was when we went to the two COMO resorts) across many of the resorts.
Use that 50% coupon for the festive season next year and book four rooms. I'm sure a few of us might be willing to jump on that offer!
Sorry for the headache, and I understand the anticipation you had given their beautiful rooms, but this might be a nice miss considering the service you've already received.
Bear in mind that a lot of these resorts are owned by the same people, the GM's know each other and many of the staff are friends/family with other staff at other resorts. I'm of the opinion that the service will be nearly equally superb (as it was when we went to the two COMO resorts) across many of the resorts.
Use that 50% coupon for the festive season next year and book four rooms. I'm sure a few of us might be willing to jump on that offer!
Sorry for the headache, and I understand the anticipation you had given their beautiful rooms, but this might be a nice miss considering the service you've already received.
#59
Join Date: Sep 2010
Posts: 1,900
#60
Join Date: Jun 2013
Posts: 1,223
After firing dozen of nasty emails to CBR, finally a resident manager not even the GM have the courtesy to call me to discuss about a "solution". He lied that they were trying to call me a week earlier to notify of the buyout which is not true. I only find out through my virtuoso agent. I wanted to be re-accomodated to Soneva Jani but they were full. They suggest O&O or Velaa which I am not fond of. Asking to cover accomdation, full board and round trip sea plane transfer to resort , and the manager said I was asking too much , am I really?
Have you asked him why they decided to walk you? It will make it very uncomfortable for him to admit they're doing it for financial reasons. Secondly, it will also introduce into the conversation that you know the resort is being handsomely remunerated for doing so which then gives you leverage to expect compensation commensurate to the level of inconvenience. If they believe that terminating a contract at this very late stage is only going to result in them having to return what they've already taken then they're very naive. What is more likely the case is that they're testing to see whether you will accept their offer without much fuss. Some people probably would.
Make it clear that should they fail to resolve the situation adequately that your next steps will be:
1) To complain directly to corporate
2) To inform your credit card company of the situation
3) Share this information including emails and details of conversations with the media
4) Raise the issue at a very high level with Virtuoso
5) That you will share your experience of the property very widely within the luxury travel community
It then depends on how forward thinking the GM is and whether he's willing to damage the resort's reputation when the problem can be made to go away by adequately compensating you.
Good luck.