This is the fifth email that was sent to Vidanta on Sept 11th, 2023.
Diana,
I have taken some time to think about the non-answers that you have provided. Clearly your answers are designed to confuse, gas-light and misdirect. I’d like to address a few of the big items that are being avoided even after some of these have been asked multiple times:
- Who is your manager and what is there contact information?
- You stated, “information that Elizabeth shared with you as a conclusion of the internal investigation the Executive Security Department did.” We were told that we would receive a copy of that report and we have not. Yet you have said that Elizabeth shared the information with us. Please forward a copy of the internal investigation that the Executive Security Department did.
- Let’s revisit what Elizabeth stated in her one-and-only email:
- “We offer our sincere apologies for feeling that way in relation to our employees.” [Editor: Diana, your unhelpful emails are making this sentiment worse, not better.]
- “In Vidanta we do not make any kind of preference among our guests is why we have shared your comments with the areas involved, as well as reinforce with our teams to sensitize the staff customer service and phraseology to avoid misperceptions about discrimination.” [Editor: Based on all other communication from you Diana, I believe that this is a lie as well, but let’s hope it’s correct]
- “In addition, the hotel is not responsible for the actions of other guests.” [Editor: so hypothetically any guest could rape / kill / steal / assault any other guests and you’re not responsible? Sounds like an absolute nightmare of a vacation]
- “Also We would like to mention that Vidanta has different memberships that adapt to the needs and interests of our different types of members. General development information, as well as additional information, is provided in the confirmation letter you receive and is recapitulated by the Vidahost after Check In. We invite you to approach Member Services at your next visit to assist you with options for additional access.” [Editor: Except that the Vidahost didn’t offer ANY information as clearly stated in our original email exchange – which is what started our last visit in to a nightmare]
- Editor: I get it now. You’re saying that the fictitious internal investigation told Elizabeth to make these statements. Reading between the lines, there was no investigation and that this form letter from Elizabeth was the extent of what will happen. This contradicts everything that was told to us from Chief Concierge Claudia through to Hector visiting us in our room.
- We request a copy of all of the information in our account under our Mexican Privacy Law ARCO rights – including medical examination records, doctors notes, all fees paid, all notes added by staff to our account. Everything. From what we have been instructed, you have twenty (20) working days to comply from the day that you read this.
- My son is unable and unwilling to revisit the site at which he was assaulted. You are offering a laughable $300 to return to the scene of the crime and yet have provided zero information on how this situation has been / or will be rectified and that it will not happen again.
For how Vidanta markets itself, your email exchange and helpfulness has been pathetic and offensive. I expected better. Oddly enough, we had really enjoyed Riviera Maya, but this visit to Puerto Vallarta has been an absolute nightmare. It’s probably the fact that no one cares, including yourself, is what hurts the most.
