A while ago, I wrote an article with the title “When everything else fails, call headquarters”. This article talks about how sometimes it is best to skip the middle man and complain directly with the company headquarter if there any issued with booking, hotels, etc.
Following my own advice, I decided to send a letter to West Gage Resorts corporate offices to complain about what happened when I went to their sales presentation.
I sent two identical letters, one to the company owner, Mr. David Siegel and another to Mr. James Gissy, Executive Vice President of Marketing and Sales. To my surprise, 3 days after I’ve sent the letter, I received a call from Michele Colaci, Sr. Director of Specialty Marketing.
Michelle was very professional, and I could tell she had a genuine intention of make things right. For once, she immediately acknowledged that I was grossly misled with the information I’ve received. She also explained to me that it was a third party vendor the one responsible for the marketing material I had received, but after my letter she send out a memo to all third party vendor informing them that West Gate would now allows this type of misleading practice to go on.
Michelle offered me a two night stay at their resort and two ticket to any Orlando park free of charge to compensate me for all the troubles, which I accepted.
In two weeks, I’ll be in Orlando enjoying the free accommodations and tickets.
This goes to show you once more, that a letter is a powerful tool if you send it to the right person, so don’t give up on your complains. I must also comment West Gate Resorts for making things right.