ComplaintsforConcierge Realty, Inc.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed the Marriott Ocean Pointe Facility (West Palm Beach, FL) from February 6, 2022 until February 13, 2022, paid $4,451 ($635 per night, including fees.). Before booking, they sent gorgeous water views and we wanted to ensure we would get that. Instead, our room overlooked the huge parking lot, concrete with a tiny, distant, sliver water between palm tree leaves. Sabine ****** of Concierge Realty misrepresented the views, ignored my phone calls entirely (didn't even email me back!). After we checked out, my husband filed a complaint via AirBnB requesting the difference in non view rooms I found online ($86 per night, and with AirBnB fees, that would total $772) They offered less than $20 per night, entirely unreasonable. Sabine and her staff have many complaints (on BBB) and Concierge Realty does not deserve BBB endorsement. I see from other complaints that Sabine and her staff have a negative track record. (Also, description said 'complementary parking' but there were NO legal spots three evenings. Spent more than 10 minutes searching, finally parked illegally and they interrupted our vacation next day to have us move our car. Another mis-representation!) I've never filed a complaint against a business, but the BBB's mission and purpose, including ensuring that businesses with the BBB affiliation have "commitment to make a good faith effort to resolve any consumer complaint", I have no doubt I'm taking the correct action. Concierge Realty - and specifically Sabine ****** provided *no* good faith effort to resolve our complaint from the day we arrived. They do not deserve the BBB stamp of approval. I offer Concierge Realty the opportunity to refund us $722 to begin to rebuild their trust in customers.

  

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2022/02/23) */ Concierge Realty offers timeshare rentals and takes pride in the overall high regard from both guests and owners with whom we work. This offers guests the opportunity to save thousands of dollars over the resort rate. It is our obligation to confirm accommodations at the agreed upon resort for the correct dates in the correct villa size and designated view category. While we have fulfilled our obligation to provide the agreed upon accommodations and the confirmation noting this is available upon request to any interested parties. Marriott Vacation Club is responsible for assigning the view category to each villa within the resort in their sole discretion and this was disclosed to the guest prior to confirming. When the guests let us know that they were displeased with their view, we immediately called the resort and verified that the villa assigned to them was officially designated as "Oceanfront". Management at the resort sent photos from their patio and it directly faces the ocean. The water can be seen when walking outside. (Photos are available upon request for any interested parties.) The guests are correct that the view from the side of the building faces the parking lot. This is because buildings are shaped like rectangles and all villas have at least one window or patio facing the side. The guests claim that there was misrepresentation. The views shown in the photos are the same as the views shown from Marriott's own website, so it is consistent with Marriott's representation of the resort and views. The guests read the section of the listing which directly addresses concerns such as these prior to reserving: "The resort confirmation will show the view designation and the villa will be placed within that view category. Issues regarding view within the guaranteed view category are to be addressed with the resort management as Concierge Realty is not responsible for villa placement or view once the reservation has been confirmed." Whether the guests reserved through Marriott.com, Concierge Realty, another website or agency, the result would have been the same: They would have received a confirmation showing that the view category was "Oceanfront", then Marriott was at liberty to place you in any available villa within that category. The parking issue is a concern to be addressed with Marriott. While we understand that there should be enough valid parking places for all guests, Concierge Realty cannot be expected to control the parking lot of a resort. Please know that Concierge Realty did contact the guests numerous times during their stay. Every phone call received a response via email in order to document conversations. Each email received a response as well for a total of four emails directly to them; over 50 emails regarding these concerns internally and with Marriott management. The guests' discontent with parking is clearly a Marriott issue. Concierge Realty tried to take corrective action with Marriott regarding their view, but because there was not an error made and they were staying in the villa which met the criteria of "Oceanfront" according to Marriott, there was not a necessity for them to address their concern. Had there been another Oceanfront villa available, they would have offered this to the guests. AirBNB gave a partial refund to the guests which we did not challenge (but could have disputed and would have prevailed) because we incorrectly assumed that a gesture of this type would be welcomed by them. Note to the guests: Being held personally responsible for advertising, Marriott's parking lot, Marriott Vacation Club's assigned view designation and having my name slandered is not appreciated. The fact that you have noted my full name means that I have contacted you enough times for you to have taken note of it, so please do not accuse us of being unattentive. We regret that their view of the ocean was not agreeable to them and hope that they were able to enjoy the villa, pools, direct beach access and amenities despite their concerns.

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