CANTO DEL SOL CAME THRU AFTER A SALES PITCH MISUNDERSTANDING
After a misunderstanding last month in December during a week’s stay at Canto del Sol at a sales presentation dealing with a new vacation weeks' membership for use all over the world that I ended up purchasing, I returned to the United States wondering whether we had been taken.
The program that I had purchased had a lot of what the salesman had said but did not have the specific pricing that I was told it had, and now I was far away and out of sight.
One of the items I had initialed at the end of the sales presentation when I had decided to purchase stated that I acknowledged having received a program membership booklet. When I read over the documents later that evening in our hotel room, I noticed that I had not received it. The next day I requested to borrow one of their few copies that they said they had of the booklet so that I could look it over. I did read it and found a few discrepancies from what I had understood in the sales presentation.
Before the end of our one-week vacation at Canto del Sol, on the day before our departure, I was provided my own copy by the salesman. From what it stated in the membership booklet I determined—even though the program had its advantages, including several choices of very low cost cruises—that the program was not something that my family and I could make good use of. It did not provide the specific advantages that the salesman had stated and that had convinced me to buy.
Soon afterwards, I contacted the Canto del Sol sales department and its management team, explained the situation, and asked for help. Something that I was not expecting after reading of so many negative experiences online that dealt with this type of situation, was to be able to resolve much of anything. I had put down a down payment and now it was not really a case of buyer´s remorse, but a case where I felt that I had been misled by the salesman.
When I contacted the sales manager from Canto del Sol and his staff and explained my situation, I was surprised, but skeptical, about the concern and empathy they expressed. They responded to my one phone call and all of my emails. I was told that they would make every effort to resolve the issues to my satisfaction. Still, my skepticism continued.
However, within a short period of time, we came to a mutual agreement satisfactory to both Canto del Sol and my family. To me this was pretty impressive being that they are in Mexico and I am here in the United States and we had discussed almost everything via email.
My commitment/membership was cancelled and the down payment on my credit card is being offset by a week´s stay at the resort.
It seems that more often than not, that with these type of dealings, the buyer is stung or angry because the reluctance on the part of those in charge to do anything to right the situation.
I think from my experience here that the management´s approach prioritizes wanting guests to return and have positive experiences and to tell others about them. Because of this, and actually doing something about it, they appear to be a step ahead with their willingness to work with their customers to try to make them happy by resolving problems head on.