Interval International / IntervalWorld.com

Up until March of this year I really did not have a problem with Interval International, but from March on — it has been a downhill ride.
First I would like to say that when you are in your seventies, have served your country in a military career, had your own small business and went on with another career post military that you gain some wisdom and knowledge along with your age.
I believe I have a good feel for what customer service is and what it is not!
On Nov 12th of last year I did an exchange with Interval for the Villa Roma Resort in N.Y. that exchange had a cost of $258.77. Not a large sum of money, but given for something in return WHICH — has not been provided! The exchange was for a period in March and the day prior to travel departure (March 13th) I received a voice message from INTERVAL that my reservation was cancelled. In that voice message I was provided a number and extension to call and was also informed that I would not wait. Well I did wait for sometime and then informed that I would not get a refund for my cancellation... the problem…. I did not cancel Interval did! I was then placed on hold listening to their elevator music and informed with a repeated over and over statement "Thanks for waiting we are doing our best to reach you" All total I waited over an hour, majority on hold, for someone to resolve the issue and when that never occurred - got tired of the elevator music and hung up. Eventually after emails I was able to move the reservation to October... figuring we would be past this COVID issue.

Fast forward August of this year and NY, where this resort is located, is still restricting travel from numerous states including mine. I called the Resort and was informed I would have to go into quarantine for two weeks - prior — to staying at the resort for a week. This would require additional expense and headache of:
1) Trying to find a hotel or short term rental
2) Being restricted to that hotel or short term for two weeks

Interval does not care one-bit about all the additional expenses a traveler would have to add in order to accomplish what should have been a one-week stay along with applicable travel, which because of the unyielding and negative attitude of their customer service representatives will become a three-week plus nightmare that no-one should have to go through!
I say this as when I called Interval in August and again went through several holds and after informing the agent what the current issue was. I was informed that I need to wait until one month out before a change could be made and to call back on September 18th — and I did!
On the 18th of September one month from the August Interval call I initiated a new call and, as before, waited in the "Q", listened to the same elevator music and the ongoing message of "Thanks for waiting..." When I finally spoke to an individual I recapped the situation, once again, providing name, email, etc. and after 10 minutes was transferred to, whom I believe was, a supervisor and after 20 minutes with him and repeating the same stuff as before as well as answering to the same identity questions I was now going to be shifted to the "Escalation" individual. I now felt I was once again on the — RUN THE CUSTOMER DOWN script via holds and transfers that they utilize so often. After several minutes of on-hold again along with the elevator music and the "Thanks for...". bit, I finally spoke to the "Escalation" person who stated - I would not get a refund - and I could change if I wanted to MAKE A PAYMENT for that!

Why do I need to pay when the RESORT, NY STATE are the one's throwing up the barriers? I went around and around with the Escalation individual for sometime with periods of nothing on that end, but silence sometimes accompanied by what sounded like a squawking bird! The response to that by the "Escalation" individual was the window was open.
So I again - informed her I still wanted my money back, and that I paid in advance for a service that was not and has not been provided, and will not without additional unneeded expenses! She stated that I need to wait - now - until next month and then call back again. I've had it with the push-off and kicking the can down the road attitude of Interval as well not in love with their elevator music and constant holds! I am sure that Interval, their affiliates, and the Villa Roma Resort all have insurance to cover a refund for such an event!

Once again I stated I wanted my money back and was informed - NO — and this is the only part that I agree to. — It is beyond our control!

No kidding a basic pandemic - really, however you still want to keep my money, that you have had for nearly one-year although — I also — have no control! BUT, you do have control in executing a full refund! She informed me someone would be calling and needed my phone number, which I provided, but did not expect a call as this is Intervals mode of operation — get the money regardless — and 19+ hours later have never received any phone call. I had a Gold Membership that came up for renewal during the period noted and let it drop to basic as I had a feeling this is what would happen.

Business is built and sustained on customer loyalty, good customer service. It will fail due to the lack there of. But I guess when according to the Form 10-K filed with the Securities and Exchange Commission on March 1, 2017 (latest found) that you have a NET income, after deductions (as of December 31, 2016) of Two Hundred and Sixty Five Million Dollars that you could care less about the little guy and need that Two hundred and fifty eight dollars and seventy seven cents more than the customer does!

Make your own decision if you really want to utilize or have anything to do with this company.

I booked a cruise exchange and an additional cabin with Interval on Dec 31, 2011. At the same time, I booked a shore excursion for 4 people (2 per cabin). The shore excursions were $55 per person. I rec'd an email only listing 2 people. I started calling in January to try to confirm the booking for 4 people. I have been shuffled around and repeated emails and calls have not been answered. I rec'd an email from Interval yesterday stating I needed to call Port Promotions directly. I did and they did not have any booking for me at all. I paid them $220 to schedule the 4 excursion that Interval already charged me for. I spoke to Interval today and they said I was overcharged on my deposit by $110 but it wasn't the shore excursion, just a mistake. I have the breakdown that Interval sent me in January and it clearly lists the shore excursion charges for both cabins, $110 per cabin. She said I was wrong and that was internal invoicing and Interval doesn't owe me anything and told me not to contact my credit card company because I was confusing the issue. I want my money back and the interest for the these charges for the past 5 months. Interval promotes the excursions on their website and their booking agent suggested the excursions. I was charged 5 months ago and they have double talked every time I call them. I am very upset that a company does business this way. How many people have they charged for shore excurstions that they never booked? It's obviously a scan and I will never use Interval again and I say BEWARE to anyone who attempts to use Interval for their travel accomodations!