First of all, our goal is to get you the most relaxing vacation you can get. And we want to help you. Therefore we never use any answering” service where real people, located somewhere else in the world, answer the phone in a company’s name.
In reality, these services have no clue about what is going on. They neither can provide answers nor solutions. They take a note and send an email about a call-back request to the company. That’s how corporate America usually works and what frustrates us and most people.
That said, our staff is pretty busy and cannot sit tight while waiting for phone calls. And of course, it makes a difference if there is a lockout or just a basic billing question.
So we have compiled a very brought FAQ list on our website where you can find answers to almost all aspects of your vacation.
So why wait for an answer when it is already there? Check it out here:
There are situations where the FAQ cannot help. Now we provide 2 ways to get in contact:
All issues including Billing, On-site Problems / Emergencies
Please send a detailed question thru our online form. Your question will be routed the minute you send it to the person able to help you best and in the shortest amount of time.
Questions like: “Please call back” without any specific information will most likely be put on the haystack of emails and have to wait, at least until the next business day to get more information.
So be as precise as possible and our staff will help you as fast as possible, often times the same day and in emergency situations within minutes.
2.) Hotline (941) 328 9999
Please follow the voice prompts and leave a detailed message where your question needs to go. Again this needs to be routed to the right person to help.
Same as before, messages left without detailed reason or just a “please call me back” will be answered when our staff finds time. So please, please be as detailed as possible.
In reality, a online written message gets faster answers simply because our staff can get to it anywhere and anytime. Even in the movie-theater, at a candle light dinner or other situations when the person in charge is off or after hours.
I hope this better helps understand the process.