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Subject: Hacienda del Mar Vacation Club
Title: For Owners at Hacienda del Mar
I recently wrote another glowing review of Hacienda del Mar.
However, a problem arose after we returned that I feel compelled to let other owners know about.
We have owned here since the beginning of construction. Our contract allowed acceleration, and there have been some years where we have spent two separate weeks in our Presidential unit.
Every few years, we stop by reservations and request a print out of the years we have used/have left. Unlike timeshares in the US, our contract was for 30 years/uses. This year, I was told they "no longer do usage reports."
Once I returned home, I sent reservations several copies of usage reports from previous years, and asked again for a current report. The Assistant Manager of Reservations was kind enough to send me one, but it was alarmingly full of mistakes. First, while the contract numbers were correct (we own 2 units), the names on these contracts were incorrect, as were several of the dates of stay. The most glaring error was that they had us staying there two times this year (one week apart) and yet, we were only there once. I never even held a reservation for the incorrect date of stay. I was told that the reports are now done by hand, and she attributed the errors to typos. Long story short, I spent every day for a week, going back and forth with this Assistant Manager. Fortunately, I had saved every single copy of our reservation confirmations in a binder and sent her a spreadsheet that I made of our correct usage. We finally agreed upon the dates and the amount of time we have left. I requested an official copy of a report, signed by the Manager of Reservations, so that I would never have to go through this again. The official copy did not come until I contacted Claudia Trujillo, Guest Relations. I finally have a signed, official document, and there should be no questions/discrepancies moving forward into our few remaining years. Ironically, once I thought everything was resolved, I received a bill from Quinta del Golfo for our "accelerated year" this past June (mistake). Again, this was corrected.
The Assistant Manager of Reservations was polite, helpful and responsive. The same can be said for Claudia Trujillo. I appreciate all the work they put into getting this mess resolved.
I thought other owners might like to know about this, as we would have lost 2-3 years of our contract. Mistakes do happen, and the burden of proof is, unfortunately, on the owner.