Analysis of Texa Time Share Customer Relations and Refund Policy

The assignment is a report detailing a customer relations case at Texa Time Share. It outlines a customer's grievance regarding issues encountered during a stay at a resort in Puerta Vallarta, including room unavailability, additional expenses for accommodation and transportation, and unsatisfactory room conditions. The report includes a letter from the company acknowledging the issues, apologizing for the inconvenience, and detailing a refund process via electronic fund transfer. It reflects on the company's commitment to customer service, its efforts to address the issues, and the steps it will take to prevent similar problems in the future, such as improving room maintenance and managing guest bookings. The report serves as an analysis of customer service and complaint resolution within the company.

Your Name
Head of Customer Relations, Texa Time Share
3410 Timely Drive, Victoria BC, V8P 9T9
8th August 2019
Mr John Bloggins
2222 Fairplay Road,
Victoria BC, V4R 2R1
Dear Mr Bloggins:
Subject: Grievance approval and refund of expenses for Mexico Trip
This is to inform you that your complaint regarding the problems you experienced during
your stay at our company’s resort in Puerta Vallarta and claim for compensation has been
approved. We would sincerely apologize for the inconvenience caused and promise to refund
your expenses. The refund will be made via electrical fund transfer through visa card.
As informed, you booked a stay at our Puerta Vallarta resort from the 3rd of March 2019
to 12th of March 2019. Upon your arrival you discovered how the room was preoccupied by
guests. As a result, while the issue was being addressed, you had to shift to another hotel paying
$150 per night. Additionally, you had to pay $40 at a local resort for WiFi and book several taxis
for commuting. The room was finally handed over to you on the third day of your arrival yet
certain problems persisted. The bathroom sink was reportedly blocked and the room smelled of
cigarettes, completely opposed to the image of the resort as provided in the advertisement. Ewe
are aware that you travel to Mexico at least twice a year and this is your third stay at the hotel.
Although your latest stay was upsetting and dissatisfactory, you had pleasant experiences from
this resort in the past. We deeply regret the mishap and will certainly avert from such issues
further. The company will make sure such problems are avoided in near future. We will look into
the maintenance and hand over the rooms in proper condition to the guests. Moreover, we will
definitely keep a track of the present guests and the duration of their stay to avoid further clashes
with arriving guests.

We are a company that believes in putting our clients and their requirements above
everything. We ensure to continue delivering good customer service in forthcoming days. I
would also like to appreciate your decision of writing to us regarding your grievances with our
service and hope that we could provide you with proper assistance. We will be available to serve
you further and hope you feel free to reach out to us regarding any queries, concerns and
questions.
Sincerely,
Texa Time Share
Your Signature
[Reference initial]