Vidanta’s response to my first email. Received on August 3rd, 2023.
Good morning Mr. X:
We hope this email finds you doing well. Keeping you posted about the detailed report you kindly shared with us, we would like to inform you that we have received a response from the main management on-site at Vidanta Nuevo Vallarta, which we would like to share it with you.
They truly appreciate the time you have taken to share with them your feedback as a loyal member of our vacation club since 2016, and would like to assure you that all your comments are taken very seriously as it is only through our honored members feedback that they see the areas for improvement. They are also thrilled to learn you enjoyed your dinner at Tramonto and the light show by Gong. They are also happy to see that you have visited two of our most popular destinations, which has allowed you to perceive their differences, as indeed, each one of them have their very unique and different charm with their stunning grounds.
They would also like to confirm that the company invests considerable resources in staff’s training to keep the highest service standards that our members and guests’ expect from us. Rest assured you that your feedback about the access to The Grand Mayan pools will be very useful for them to continue to polish and refine the services provided, to prevent similar misunderstandings from happening again. Having said that, we are pleased to learn the sales staff helped you with providing The Grand Mayan bracelets to access the lazy river and pools for your family to enjoy.
Furthermore, they appreciate that you also took the time to share with them your observations regarding the maintenance of our facilities and unit you were assigned, which have been analyzed and reviewed by their maintenance team, as they aim to ensure that the accommodations are in the best condition possible for our members to enjoy. They will also look into improving the app so you enjoy everything we have to offer when visiting our resorts.
Having said all of that, they hope your son is doing better based on the information you kindly shared with us. They would like to assure you that your comments have not been taken lightly, as the safety and well-being of all our members -as well of other guests- is of paramount importance to us. For that reason, we are pleased to learn that your son was assisted by the on-site doctor, whom performed a medical check-up to make sure he was fine, and suggested in case of a lot of pain to be transferred to the hospital; which your son confirmed was not needed as he felt a little discomfort, but was okay. We are also pleased to learn Mr. Hector Paniagua did everything on his hands to assist you and your family with the internal investigation the Executive Security Department did -as an intermediary- to clarify the situation, which you confirmed Elizabeth already shared with you.
In conclusion, we understand that your family’s experience was different from what you have found Vidanta Riviera Maya to be. Nonetheless, we all truly wish to change your current perception about your past stay at Vidanta Nuevo Vallarta. For that reason, as a gesture of goodwill and in order to make sure your next stay with them is full of comfort; they have offered the following courtesies:
- Preferential room assignment
- Welcome amenity to your room on your check-in date
- Nightly amenities
- Personalized internal transportation
- Resort credit of $300 USD for food and beverages (taxes and tips not included)
- Free late check-out if needed
Once you confirm your next reservation at Mayan Palace Nuevo Vallarta, please contact me at this email address so we may assist you with the above courtesies.
We are looking forward to assisting you.
Sincerely,
Diana Sanchez Camacho
Customer Support Representative/
Customer Care Center
USA & CANADA: 1-800-292-9446
