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We are long time Shell members. We booked a 3 bedroom suite at Peacock Suites about 6 months ago for 4 nights.

We have family flying in from Hawaii to join us . We got a letter saying we were confirmed. We called the resort about a week before our checkin to ask some questions. They said they have no reservation for us.

We called Shell and asked for the confirmation number, but there was not one on the letter. They gave us the run around saying we should have called earlier since there was no number as though it was our fault. We sent them the letter and then we were told there were no more 3 bedrooms but they could get us 2 2-bedrooms and because of the mixup we wouldn’t have to pay any points. The agent in charge, Stacy, said she would fax over the information to the resort.

Later we called the resort and again to we had no reservation. We called again the next day, Saturday, and told owner services were closed on the weekend. So we called today, Monday, and they asked if Stacy sent us an email. She didn’t.

They told us Stacy is no longer on our case and we can’t talk to her. They were supposed to call us back by 1 and that was 3 hours ago. We are suppose to check in tomorrow and they still don’t have a reservation for us. So we don’t know what to do.

Owner services have been terrible, not helpful at all. They tell us one thing then don’t follow through.

If you are thinking of buying with Shell we would advise you not to. They don’t seem to care that they messed up and don’t follow through on what they promise.

Product or Service Mentioned: Shell Vacations Club Vacation Ownership.

Reason of review: Order processing issue.

Preferred solution: Let the company propose a solution.

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Anonymous
#1696149

They just resolved our case. They gave us 2 1-bedrooms for 4 nights for free.

I just wish they could have resolved it faster. It took about a week to get this resolved and tomorrow is check in day.