I am a member of Country club from Dubai. Joined in Jan 2011.
I have a heavy complaint regarding the services provided by the team in Dubai.
We had various promises made by the Country Club(CC) sales person when he came to sell the membership to us. We were told that CC could help us getting reservations anywhere we want to travel(in & outside India). In case they do not have a tie up in that city/ country . they can arrange for us at an additional cost. If we want we can also break our 1 week stay to 2 places.
We are a family of 5 adults, the membership is under my brother’s name which is extended to my parents & we 2 sisters. We were also told that the accommodation allotted would be for 2 adults & 2 children(under 12), incase the children are above 12 there is an additional charge & a further charge for the 5th person.
Earlier this year we were planning a trip to Nepal & when we approached them . the same sales guy plainly refused saying "we donot have any links in Nepal". But then why did you promise all that? To which he refused to acknowledge.
I am planning a trip to Shimla-Manali this year with my family. When I checked on the reviews of the hotels provided by CC, I landed up getting very negative reviews about the hotels at both the places. When we approached the customer care staff in CC Dubai, stating that by all means we donot want those hotels can you arrange in the hotels that we want? He refused. He further added. saying that he is aware of the negative reviews & also that the hotel commits to CC that they would provide Superior suits but when the customer lands up there. they provide standard rooms. & all this he says is not CC’s responsibility. Is this how you treat your member. who has done their reservations based on their trust on you & you dont even take the responsibility of getting them a good hotel/ room.
The worst was yet to come when he added "Why dont you try another city". Now am I suppose to know from a representative from CC where do I need to plan my vacation?
What does a tie up mean. When you cannot guarantee the class of service? How can this not be CC’s responsibility?. This is something I fail to understand
I even addressed the Nepal case to him to which his answer was "Mam when we donot have links how do we cater to you". & when I asked him. why was all that promised to us when you had to sell your membership?. To which his reply was "why are you telling me all this. contact the sales person who promised all this to you".
What else does customer care mean? when they have to reroute the customers back to the sale guys? Is this how customer care is suppose to treat clients?
The fact of the matter was. we never came to meet him. we did come down to meet the sales person. who for what ever reason is never available on calls. & who left early that day for personal reasons; & we land up in the hands of this guy, who had no idea how to talk to clients.
He did not even tell us whom could we approach with our grievances. It was as though all he wanted to say was "We work just like this. accept it or leave it".
At one point he even commented. "You cant get all services by paying peanuts" That was the limit; we refused to talk to him any more & just walked out of there.