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We bought an Explorer membership with Shell after being hassled and pressured by numerous sales people while in Hawaii on our honeymoon. Although this isn't the reason for my complaint, I will point out that the sales people were extremely rude when we didn't want to buy the timeshare property, criticizing us and telling us that our relationship would suffer without vacations, which consisted of buying a Shell timeshare.

Extremely rude. Well, I got over that, and finally booked my first vacation with the points I purchased through the Explorer program. We went to San Diego and booked the Days Hotel through Shell, which was an affiliated property through Resortime. The hotel looked decent on the web pages, and the Shell associate I spoke to while booking the hotel indicated it was a nice property.

Well, we arrived at this hotel and it was a total dump. Our so called "deluxe room with kitchenette" was a tiny motel room (that's right, not a hotel, but a motel) with half of a bathroom because the other half was a half size ghetto kitchen. It was the equivalent, or probably worse, than a Super 8 Motel. We arrived at this motel and it was an instant damper on our entire trip knowing that we would have to come back to this *** hole every night.

We tried to find ways to avoid going back to the hotel at all costs, but had to at some point. And, why am I upset with Shell? Because Shell had me pay $283 per night on this room. That's right, a whopping $283 for a Super 8 (essentially).

I could have stayed in a 5 star hotel in downtown San Diego near everything instead of this nasty motel on Hotel Circle. And we looked up the real value of the motel, which is $70 a night. It's really disturbing to me that they could rip people off so badly and ruin a family's vacation in doing so. It's just unbelievable.

I am beyond upset about this situation and so mad that my vacation had to suffer on their account. They were so insistent on us buying their *** and ensuring us it was worth the moneyโ€ฆ.they are just flat out liars and out to ruin people's lives and take their money.

Not only would I never buy anything from Shell again, but I will certainly discourage anyone and everyone from even considering to do so as well.

Location: Tempe, Arizona

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Guest

I bought 6000 Explorer points to get out of their presentation. It cost me $2,100.

I've now booked 12 days in Hawaii, but I could have saved $700 by booking the same resort at the same times by going to their shellhospitality.com site.

Why would anyone buy more points from these crooks? I'll go to another presentation to harass them and waste their time.

Guest

We completely understand your frustration. Without getting into too much detail, it is fairly difficult to calculate the value of points with respect to the rack rate of our partner hotels. We understand it appears easy on the surface when comparing it to the purchase price of your Explorer program, but it is important to note that these rates are negotiated with respect to the Shell Vacations Club memberships also, which are lifetime vacation ownerships, so any attempts at determining a calculation with regard to a trial membership are destined to be skewed.

With that said, we completely understand your frustration, which is why we strongly encourage our Explorer members to try out the Club at Shell Vacations owned and operated properties, thereby giving them a great value at a great resort. Given that you had a negative experience at our affiliate property, we now understand that you have been compensated one full night's stay from your bill. We hope this helps and gives you an opportunity to make a reservation at one of our properties to truly experience what Shell Vacations Club has to offer. Again, our sincerest apologies that this past stay was not to your liking and we look forward to assisting you with a more positive and rewarding vacation stay with the remainder of your membership.

Sincerely,

Shell Vacations Club

Customer Care Department

Guest

Hi - thank you for the response. However, it doesnรขโ‚ฌโ„ขt make me feel any less ripped off.

The rack rate at this hotel is only $150 at peak times, we asked the hotel, so I find it hard to believe that Shell is paying any amount that would justify charging us $280+ to stay here. Itรขโ‚ฌโ„ขs really just unreasonable. I understand that you would prefer we stay at a Shell property, but they arenรขโ‚ฌโ„ขt really ever available unless you book 6+ months in advance, especially for places like San Diego. I can do that with my job, and my travel dates arenรขโ‚ฌโ„ขt generally real flexible.

We tried to book the Harbor Vacations Club and it was booked 4 months out. If you make these non-Shell properties available to members, it should be so at a reasonable rate, not a complete rip off like this hotel.

I appreciate the timely response, and interest in my situation, but I donรขโ‚ฌโ„ขt find that even by contacting you anything will really happen to rectify this situation. I am just going to use the rest of the points I purchased and move on, but wanted this to be known.

Guest

Hello,We are so sorry to hear you did not have a good experience on your vacation. You are correct in that the Days Hotel is not a Shell Vacations owned and operated property.

It is an affiliated property with which we have a preset negotiated rate, therefore it does not account for fluctuations in price throughout the year, which will happen at many properties. With that said, our Explorer package is truly best used to stay at Shell Vacations properties, so you can really "explore" what a Shell Vacations Club membership has to offer. We do also offer a multitude of affiliates to help fill in any gaps that will help our members, but they are certainly not the main focus of this program. If you wouldn't mind contacting us directly, we would be more than happy to take a look at your situation specifically.

Please give us a call in Customer Care at 888-947-**** and we would be happy to assist. Thank you for bringing this to our attention.Sincerely,Shell Vacations ClubCustomer Care Department

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