silverlim

CBR don't offer full or half board but I know Velaa and Jani does. Since it's their fault to cancel my reservation, I think it's fair to ask for all meals to be comp in all the resort we are staying

bhrubin

But they aren't covering any of the 7 nights at Velaa or Jani?

Sorry, my friend. But your description isn't as clear as perhaps you believe. We want to help, but we aren't sure what the details are on offer!

jp-mco

But I guess you have to pay for Jani or Velaa out of your refund? If so, they're only really giving you 3 free nights and transfers as compensation - which sounds like quite a poor initial offer. I don't buy that it's their "final" offer - they're just doing that to try and get you to accept. I think that if they covered your F&B at Velaa or Jani then you'd be getting closer to an acceptable offer. I'd want in writing what exactly VIP means - it's a term that's banded around far too much and usually doesn't mean anything.

silverlim

Sorry for not being clear
1) Full refund of the prepaynment we paid
2) CBR will cover 7 night accomodation only in (Velaa or Jani or both depending villa availability)
3)4 night in CBR, and they are charging only for 1 night
4) Transfer cost between airport-resort-airport is covered by CBR

Kagehitokiri

understood, sorry, was wondering if they offered it

7 nights vs 11? is 4 at cheval blanc during your dates?

silverlim

Our initial stay is 11 night all in CBR, the person who buy out CBR stay till Sept 16, so we could return to stay in CBR from 17th onward, so the first 7 night in either Jani/Velaa

jp-mco

So you're paying for 1 out of your 11 night stay in the Maldives? I'd say that's an acceptable deal. You would have had to pay for your food at CBR anyway, right? Perhaps at a minimum get breakfast included at Jani or Velaa if it's not already.

I think that sounds like a pretty good resolution to me.

Kagehitokiri

sounds like they did not tell you that originally, real failure at service/communication

or half board, or some kind of credit, or something from CBR + something from soneva

wonder what CBR would actually pay for board..
jani is currently offering free for holiday stays

callmedtop

I would take that offer and run. Even with 1 night paid (strange they would ask for that), it's good enough to put a rest to the back and forth and focus on enjoying the vacation.

I would push to get breakfast included at Velaa/Jani (do all rates include breakfast anyways?), but don't see why you should get full board as CBR does not offer full board AFAIK.

Pretty crummy situation and an absolutely terrible response but if the outcome is pay one night get 10, it could have been worse.

surftb15

You have hit the jackpot.

cha ching.

bhrubin

I would still try to get full refund and comp 4 nights with NO charge for even 1 night. They are ignoring the broken promise, let alone the fact that you may have to change properties once or twice, a very inconvenient, annoying, and time consuming feat each time. That inconvenience and broken promise of your 11 night stay should mean you get the 7 nights free at Velaa and/or Jani AND 4 nights free at CBR. Then you can pay for your own incidentals at all of the properties--as you would have done originally.

They handled this terribly...and cheaply. The fact that they dropped the ball on you like this means they should eat it--not you. They want more profit by selling out the whole property: fine. Then they can share some of that with you for the blatant inconvenience.

jp-mco

I wouldn't cut your nose off to spite your face here. Yes, there's some inconvenience and it wasn't the holiday you planned - but you're almost getting all your money back and an 11 night holiday for 1 night's charge. I'm all for negotiating hard (and their communication has been incredibly poor) but this does seem like a fair offer to me.

bhrubin

I would agree with this...if the property had offered this originally and not stressed out the OP with their screw-the-pooch approach. The property showcased how not to handle a buyout, and caused irreparable harm to their brand and reputation. The property showed horrible judgment and caused a lot of stress for their customer. If it were me, I would push harder. They want me to come back, they need to show they know they bungled this. They can show that by comp'ing all 4 nights at CBR as well as the other 7 nights.

Come on, everyone knows it's odd that they are holding out for 1 night's revenue after screwing over this customer.

The only way businesses learn to not abuse or take advantage of customers is when they get burnt by having to lose money. Otherwise, they are enabled to continue with bad service. This was atrocious service, and they should pay for it.

jp-mco

I don't deny they handled it terribly. It was badly communicated and there appears to have been some deception but a 91% refund and covering the cost of transfers is fair. I actually don't think it's odd to ask for 1 nights accommodation - I really didn't expect them to comp the entire holiday bungled communication or not.

bhrubin

Expecting more and not enabling bad behavior are big parts of why I'm so successful in life...and why I've been so successful in getting excellent service recovery from so many hotels, airlines, and businesses that have screwed the pooch for us.

You can't get more if you don't ask/negotiate for more.

The OP was happy to have prepaid for his 11 night stay. The hotel decided to cancel that for greener pastures elsewhere. If the hotel is entitled to get more, so is the OP.

#karma