We stayed at Captain's Quarters last week and we found the location to be nice. We exchange our Cancun timeshare unit which is a oceanfront for a week in Falmouth. The unit in our exchange certificate indicates 807 which is on the third floor and would have given us a better view of the ocean. Instead, when we arrive, we were given unit 604 which is in the ground. The unit is next to the swimming pool and does not have a good view of the ocean. It was pointed to me that the exchange certificate indicates that the unit number is not guaranteed. However, I asked if they could at least try their best to give me a better unit in either 2nd or 3rd floor which would have given us a better view of the ocean than a unit in the ground floor. I asked the person in the front desk which does not appear to be helpful (some are but not this particular lady) for the Manager to give me a call so that I could explain that since I had to give up an oceanfront unit in Mexico for a unit here in Falmouth, if they could at least try their best to accommodate my request. The Manager is Mr. Michael MacDonald and twice I've asked the front desk to have him call me. I was told that Mr. MacDonald tried to call my cell phone, but I never got any voice message. We left without hearing from Mr. MacDonald. I am very disappointed. I have worked in a service industry for 40 years and the worst thing management can do is not to acknowledge customer's concern. They might not have been able to accommodate my request which they really didn't but at least the Manager should have given me a courtesy call. Despite of the good location, I would rather go somewhere else when I come back to Falmouth. To me good customer experience is very important when you work in a service industry and if customer ask to be called, not calling is the worst that a Manager can do to the business. I will clarify with Interval International because I have been exchanging my Cancun timeshare unit for twenty years and whatever unit number is indicated in the exchange certificate, that is what I get. This is the first time that I was not given the unit number indicated in my exchange certificate.
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- Also Known As:
- Captain`s Quarters At Surfside Hotel Falmouth
- Captain's Quarters At Surfside Resort Falmouth, MA - Cape Cod