Spinnaker Resorts review: Special vacation package – (confirmation # hh 1301966)

To all,

• Read carefully…

• Choose wisely…

• Good luck!

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Fine Print:

• The document below (White Pager Critique) was submitted to Spinnaker directly Wednesday afternoon (October 18).

• A telephone confirmation was received the same afternoon.

• Per the telephone confirmation, this document was forwarded to the proper department for review and resolution.

At this point, Spinnaker had FULL KNOWLEDGE of this complaint.

• Follow-up email requesting status update sent November 1.

• As of today November 23, 2023, Spinnaker remains nonresponsive.

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DOCUMENT SUBMITTED

White Pager Critique:

Special Vacation Package – (Confirmation # HH 1301966):

Over the course of ~ 7 hours speaking with various employees of Spinnaker Resorts up to and including the manager the following information was obtained:

• The extensive discussion with the sales person was not recorded or not available (consisting of at least 90 minutes) for reference purposes.

• During the discussion with the sales person, I confirmed that it would not be a problem to bring my daughter instead of my wife.

• It was later determined through various conversions with the powers that be – It was a big deal and potentially a deal breaking problem.

Note: To me, this was bait and switch #1.

With the help of the Spinnaker staff, I was able to mitigate this problem with my family’s help. That said, this saga continued.

• During the discussion with the sales person as well as the verification person, I confirmed that 2 rooms were available at the Ormond Beach resort (5 days / 4 night – Monday 1/1/24 through Friday 1/5/24).

• During the discussion with the sales person, each room would have a maximum occupancy of 5 adults (10 adults in total) eliminating the possibility of a standard hotel room.

• It was later determined that the Ormond Beach resort was being renovated and that the promised rooms would not be available.

• In all prior discussions the renovation issue was never covered.

• As an alternative, 7 other hotel/motel locations were offered.

• A review of the alternative accommodations showed a measurable quality difference.

• I offered an alternative hotel that was at least in the ball park but of lesser quality and a reduction in occupancy (4 adults vs 5 adults per room) compared with the promised Ormond Beach resort rooms.

• Per discussion with the manager, the other 7 hotel/motel locations being offered were contracted with Spinnaker.

• There would be no exceptions granted.

• I requested to speak with someone with greater authority.

• The manager indicated that she was at the highest level.

Note: To me, this was bait and switch #2.

• As an alternative, the manager did suggest several different locations outside of Florida. These locations were totally unacceptable.

Note: To me, this was bait and switch #3.

Assuming for the moment that one of the 7 hotel/motel locations being offered in Florida was begrudgingly accepted, this saga continued.

Per discussion with the Spinnaker personnel, I learned the following:

• The additional vacation packages were considered “bonus packages” to be handled by “gocrv. com”.

• The information would only be transferred to “gocrv. com” after we sat through the ~90-minute sale pitch and a certificate issued by Spinnaker to “gocrv. com”.

• Prior to the certificate issuance, “gocrv. com” would not recognize us.

• With the certificate issued, Spinnaker completed their transaction (that would be the ~90-minute sale pitch requirement) and therefore their responsibility concluded.

• No assistance would be offered by Spinnaker in the completion of the bonus vacation packages with “gocrv. com”. You are affectively on your own.

Now on to “gocrv. com”.

Based on a current review posted by the Better Business Bureau (BBB):

• “gocrv. com” has a 1-star rating.

• “gocrv. com” is not BBB accredited.

Note: To me, this was bait and switch #4.

I did everything humanly possible to work with Spinnaker to get this done.

Unfortunately, switch #4 was the last and greatest concern.

Taking the above picture in total, and the uncertainties it presents, I cancelled the entire package and requested a full refund.

Sadly, I will never get my, now, 9 hours back.

Special Thanks:

This critique must include a special note to and for all the employees I spoke with – which were many. Everyone (to-a-person) was patient, kind and very competent. All tried to resolve the many issues (resolved and unresolved) I encountered. Their yeoman efforts I truly appreciated. Be proud of all of them – I would be!

Conclusion:

It must be stated clearly, this was not a failure of the staff. This was a failure of a very convoluted, disjointed and (understandably) misunderstood process established by the Spinnaker’s Administration as well as all the supporting departments.

This was “PPP” at its worst.

For me, the bottom line is that until or unless the process changes and trust can be established, Spinnaker remains (for those who know and understand the reference) a bridge too far.