Funjet Rep was Rude, Disrespectful and Agressive

[moabe]

Juan Vivas the Funjet rep at Park Royal insulted my wife, and myself on his way to ruining .5 days of our 5 day trip...luckily the dive made up for his assinine behavior.

Juan Vivas the rep at Park Royal insulted my wife, and myself on his way to ruining .5 days of our 5 day trip...luckily the dive made up for his asinine behavior.[/font]

to make a short story longer..the wife and I were on an all inclusive funjet Vacation to Cozumel..Started out booked with Suncountry to stay at the Iberostar... we jumped through all the hoops to keep our trip while everyone else canceled due to the "swine flue????" Funjet rep out of Milwaukee went out of his way to help up reschedule to Park Royal via Continental airlines...Get to the Park Royal and we get the tour of the site from the hotel. He takes us to the Funjet booth to get our travel vouchers for the trip back to the airport.. nobody at the booth. Remember we are 2 of maybe 10 guest in the place..the hotel guy says not to worry, just stop at the front desk before you leave to get our ride to the airport.[/font]
3 hours roughly later after several trips to the swim up bar we get a call to our room in broken english telling us to pick up a voucher at the front before we leave...great.[/font]
next day. we stop at the front desk on our way to town, again asking what we need to do about transportation to the airport for departure, again the Park Royal clerk tells us "just call the desk before you leave and it will be taken care of.
4 great days later "other than the barracuda timeshare folks" we are ready to leave for our 12:25 flight out.
it's 8:00am and I leave to take the rental car back. while I am gone my wife calls the front desk to arrange for the ride to the airport. Clerk says Funjet rep is not in yet but he will get in contact with her. 9am Funjet rep calls my wife at the room and tells my wife that she does not have a voucher do get to the airport. my wife asks about the voucher, first, the Juan Vivas from Funjet tells my wife that she should have been given a voucher when she got off the plane. My wife tells him that nobody from funjet met us at the airport with any paperwork. he then says that he hands out the vouchers to the new arrivals during check in. she explains that she did not get anything other than Park Royal activity paperwork when she checked in. He said she should have come to the Funjet booth at check in to get the voucher (remember the Park Royal staff took us to the EMPTY booth at around 2:00pm) my wife does not remember this, and I am still in town returning the rental. My wife asks what we can do and Juan tells her that he called the room the same day we arrived and told us to come get the voucher, now, it is too late and you need to find your own way to the airport. My wife asks if she can bring her Funjet Itinerary to the booth with her identification to see if there is a way to work this out. Juan says to my wife " I can't help you now, you should have come to the front when I called you the first day, now you can take the Taxi."

I get back to the room and the wife is crying like we just lost our first born..I ask her whats the problem and she said the front desk guy told her that "she needed to find her own way to the airport." I dug deeper and got the whole story, so of course I headed to the Funjet booth. A time share guy was at the booth, but no Juan. "He is up front" the guy told me. I go up front, and there is Juan Vivas talking with a couple of the lady timeshare reps. I asked if he was Juan (of course he was not wearing a badge) he said "yes". I told him my name and asked him if he had just spoken with my wife. He said he had. I told him that she was upset with the way he spoke to her and I asked him to go to the Funjet booth and we would discuss this in private. He said "I will be there in a minute"
7 minutes later I am sitting at the Funjet Booth while 2 other timeshare folks solicit me when Juan shows up. "Whats the problem Mr Swesey" I said the problem is " we dont have a ride to the airport and I do not appreciate the way you spoke to my wife" he told me "I told Mrs. Swesey several times that there was nothing I could do since she did not check in when she was supposed to. "I told him that he was not speaking to my wife now, he was speaking me, and that he had better speak to me in the same respectful manner that I had spoken to him"[

his reply: OR WHAT?

i think that right there says it all. of course I told him that she was not aware of the fact that WE HAD actually come to his Funjet Booth at check in under the guidance of the hotel, only to find the same vacancy that I had just found. I also told him that my wife deserved an apology for his rudeness[/font]

his reply: I PROBABLY NEVER SEE YOU OR YOUR WIFE AGAIN?[/font]

are you kidding me? either this guy was having a bad day or he was just born an arss, obviously I am in Mexico and not in Texas or the communication would have ended here. I asked him if Funjet would aprove of his behavior.

his reply: ASK THEM

I asked for his name and he ignored me. I asked the activity guy next to him and he ignored me. I went to the front desk and the clerk said his name was Juan.
My wife shows up to the desk so that we can get a cab and guess who shows up? Juan. I am thinking maybe it was a misunderstanding and he is coming to take care of us....hell no, instead he gathers with the same timeshare girls and starts laughing and looking our way. obviously I have no idea what was said so I will not speculate. I get a pen from the front desk and ask the clerk what Juan’s last name is. of course the clerk doesn’t know? I go to Juan and told him to give me his name. He says you know it's Juan. I said the last name and hand him the pen and paper. he hands it back to me and says "BEBAS" as it turns out it was Juan Vivas from what another clerk helped me with. I am still not certain on the name. [/font]

Luckily Funjet has helped us with 6 other trips so I will not let this one occasion speak for the entire operation. I filled out the vacation review they sent me when we got back and I will see how they respond....this was the Park Royal Cozumel over Memorial Weekend.

[navyhmc]

Go on.....

[JCAT]

Where is 'Park Royal' located?

[din]

please provide more details.

[scubadiver888]

Originally Posted by JCAT

Where is 'Park Royal' located?

Park Royal is in Cozumel and Funjet is Funjet Vacations.

I'd be curious how Juan Vivas insulted your wife. Hopefully you have written to Funjet vacations explaining your displeasure.

Most the time, travel agencies have treated me well. Sadly, when one does ruin my vacation they tend to blow me off and defend their employees. When I find an agency which goes above and beyond I tend to stick with them.

Case in point, a local travel store (who is known for booking cheap flights) totally messed up my first Caribbean vacation. We paid for good seats on the airplane and got placed at the back of the plane NOT TOGETHER. They booked us in the worst part of the resort (rooms next door were under construction). We needed a special visa to get into the country, they didn't tell us. We found out at the airport, inside customs as we were boarding the plane and had to go back outside to the Signature Vacations desk (the local agency had no one at the airport). This became a big issue because our luggage had already been checked so they had to unload it (didn't want us leaving the secure area with our bags on the airplane already). The list goes on.

The local agency was buying the package from Signature Vacations (I believe they are only in Canada). When we got to the resort, Signature Vacations rep met with us (standard practice). Found out it was our first trip outside North America. Wanted to make it special just for that reason. Told her of the problems we had so far. Got us an upgraded room for free. A few other perks while we were there. If we wanted to go into town, she'd be our guide. Gave us her cell phone number and said to call any time of the day or night. Told us we needed $10 USD cash to get out of the country (all-inclusive resort so we didn't bring American money, just credit cards). She got us $10 USD each so we could get out of the country.

This is the sort of service I think is worth talking about. I won't bother telling you about the company which caused all the headaches. I'll just say when I got back to Canada and complained the manager offered me $50 off a flight anywhere in Canada on the most expensive airline (tickets were usually double any other airline). I didn't fly anywhere in Canada and told him this is worthless to me. That was all he was willing to offer me and felt I was being difficult by not accepting it.

I continued to book with Signature Vacations and have never been disappointed. I will NEVER book through that local agency. The bad experience just doesn't make it worth dealing with them ever again. If it was just one employee and the manager had did something to rectify the situation I'd be willing to give them a second chance but he made it quite clear that he felt I was just being a bother.

[moabe]

updated original post with novel

[moabe]

Originally Posted by scubadiver888

Park Royal is in Cozumel and Funjet is Funjet Vacations.

I'd be curious how Juan Vivas insulted your wife. Hopefully you have written to Funjet vacations explaining your displeasure.

Most the time, travel agencies have treated me well. Sadly, when one does ruin my vacation they tend to blow me off and defend their employees. When I find an agency which goes above and beyond I tend to stick with them.

Case in point, a local travel store (who is known for booking cheap flights) totally messed up my first Caribbean vacation. We paid for good seats on the airplane and got placed at the back of the plane NOT TOGETHER. They booked us in the worst part of the resort (rooms next door were under construction). We needed a special visa to get into the country, they didn't tell us. We found out at the airport, inside customs as we were boarding the plane and had to go back outside to the Signature Vacations desk (the local agency had no one at the airport). This became a big issue because our luggage had already been checked so they had to unload it (didn't want us leaving the secure area with our bags on the airplane already). The list goes on.

The local agency was buying the package from Signature Vacations (I believe they are only in Canada). When we got to the resort, Signature Vacations rep met with us (standard practice). Found out it was our first trip outside North America. Wanted to make it special just for that reason. Told her of the problems we had so far. Got us an upgraded room for free. A few other perks while we were there. If we wanted to go into town, she'd be our guide. Gave us her cell phone number and said to call any time of the day or night. Told us we needed $10 USD cash to get out of the country (all-inclusive resort so we didn't bring American money, just credit cards). She got us $10 USD each so we could get out of the country.

This is the sort of service I think is worth talking about. I won't bother telling you about the company which caused all the headaches. I'll just say when I got back to Canada and complained the manager offered me $50 off a flight anywhere in Canada on the most expensive airline (tickets were usually double any other airline). I didn't fly anywhere in Canada and told him this is worthless to me. That was all he was willing to offer me and felt I was being difficult by not accepting it.

I continued to book with Signature Vacations and have never been disappointed. I will NEVER book through that local agency. The bad experience just doesn't make it worth dealing with them ever again. If it was just one employee and the manager had did something to rectify the situation I'd be willing to give them a second chance but he made it quite clear that he felt I was just being a bother.

[FONT='Verdana','sans-serif']"Funjet Representative Incident at Park Royal Cozumel[/font]

[FONT='Verdana','sans-serif']Juan Vivas the rep at Park Royal insulted my wife, and myself on his way to ruining .5 days of our 5 day trip...luckily the dive made up for his asinine behavior.[/font]

[FONT='Verdana','sans-serif']to make a short story longer..the wife and I were on an all inclusive funjet Vacation to Cozumel..Started out booked with Suncountry to stay at the Iberostar... we jumped through all the hoops to keep our trip while everyone else canceled due to the "swine flue????" Funjet rep out of Milwaukee went out of his way to help up reschedule to Park Royal via Continental airlines...Get to the Park Royal and we get the tour of the site from the hotel. He takes us to the Funjet booth to get our travel vouchers for the trip back to the airport.. nobody at the booth. Remember we are 2 of maybe 10 guest in the place..the hotel guy says not to worry, just stop at the front desk before you leave to get our ride to the airport.[/font]
[FONT='Verdana','sans-serif']3 hours roughly later after several trips to the swim up bar we get a call to our room in broken english telling us to pick up a voucher at the front before we leave...great.[/font]
[FONT='Verdana','sans-serif']next day. we stop at the front desk on our way to town, again asking what we need to do about transportation to the airport for departure, again the Park Royal clerk tells us "just call the desk before you leave and it will be taken care of.[/font]
[FONT='Verdana','sans-serif']4 great days later "other than the barracuda timeshare folks" we are ready to leave for our 12:25 flight out.[/font]
[FONT='Verdana','sans-serif']it's 8:00am and I leave to take the rental car back. while I am gone my wife calls the front desk to arrange for the ride to the airport. Clerk says Funjet rep is not in yet but he will get in contact with her. 9am Funjet rep calls my wife at the room and tells my wife that she does not have a voucher do get to the airport. my wife asks about the voucher, first, the Juan Vivas from Funjet tells my wife that she should have been given a voucher when she got off the plane. My wife tells him that nobody from funjet met us at the airport with any paperwork. he then says that he hands out the vouchers to the new arrivals during check in. she explains that she did not get anything other than Park Royal activity paperwork when she checked in. He said she should have come to the Funjet booth at check in to get the voucher (remember the Park Royal staff took us to the EMPTY booth at around 2:00pm) my wife does not remember this, and I am still in town returning the rental. My wife asks what we can do and Juan tells her that he called the room the same day we arrived and told us to come get the voucher, now, it is too late and you need to find your own way to the airport. My wife asks if she can bring her Funjet Itinerary to the booth with her identification to see if there is a way to work this out. Juan says to my wife " I can't help you now, you should have come to the front when I called you the first day, now you can take the Taxi."[/font]

I get back to the room and the wife is crying like we just lost our first born..I ask her whats the problem and she said the front desk guy told her that "she needed to find her own way to the airport." I dug deeper and got the whole story, so of course I headed to the Funjet booth. A time share guy was at the booth, but no Juan. "He is up front" the guy told me. I go up front, and there is Juan Vivas talking with a couple of the lady timeshare reps. I asked if he was Juan (of course he was not wearing a badge) he said "yes". I told him my name and asked him if he had just spoken with my wife. He said he had. I told him that she was upset with the way he spoke to her and I asked him to go to the Funjet booth and we would discuss this in private. He said "I will be there in a minute"

7 minutes later I am sitting at the Funjet Booth while 2 other timeshare folks solicit me when Juan shows up. "Whats the problem Mr Swesey" I said the problem is " we dont have a ride to the airport and I do not appreciate the way you spoke to my wife" he told me "I told Mrs. Swesey several times that there was nothing I could do since she did not check in when she was supposed to. "I told him that he was not speaking to my wife now, he was speaking me, and that he had better speak to me in the same respectful manner that I had spoken to him"

his reply: OR WHAT?

i think that right there says it all. of course I told him that she was not aware of the fact that WE HAD actually come to his Funjet Booth at check in under the guidance of the hotel, only to find the same vacancy that I had just found. I also told him that my wife deserved an apology for his rudeness

his reply: I PROBABLY NEVER SEE YOU OR YOUR WIFE AGAIN?
are you kidding me? I asked him if Funjet would aprove of his behavior.

his reply: ASK THEM

I asked for his name and he ignored me. I asked the activity guy next to him and he ignored me.
My wife shows up to the desk so that we can get a cab and guess who shows up? Juan. I am thinking maybe it was a misunderstanding and he is coming to take care of us....hell no, instead he gathers with the same timeshare girls and starts laughing and looking our way. obviously I have no idea what was said so I will not speculate. I get a pen from the front desk and ask the clerk what Juan’s last name is. of course the clerk doesn’t know? I go to Juan and told him to give me his name. He says you know it's Juan. I said the last name and hand him the pen and paper. he hands it back to me and says "BEBAS" as it turns out it was Juan Vivas from what another clerk helped me with. I am still not certain on the name.

[moabe]

Originally Posted by JCAT

Where is 'Park Royal' located?

just south of downtown...dont get me wrong, the expearience of the Hotel and thier staff was great. it was one Funjet employee...the timeshare guys were a little much but the hotel staff were great

the hotel, the dive, the people, the town, and the fish tacos were fabulous.. it's just a shame that due to one employee in the last three hours of our wonderful trip we had to leave with such a bitter taste over a 120 peso trip to the airport.

[ReefHound]

sounds like you were treated wrong by a rude and arrogant rep. But that sometimes happens and you have to not let it bring you down. A taxi to the airport is only like $5 and I would rather pay that than hassle with the rep in the first place. When their booth was empty on day 1, I would have written them off and assumed I would catch a taxi. Unless I had a rental car, in which case I would have dropped off my wife and luggage at the airport then caught a cab to the airport. Except when I rented from Isis last year, we drove to the rental office with our luggage and Margaret's husband then drove us to the airport in our rental and dropped us off at the curb.

Again, I'm not saying you were wrong but just get upset and waste a bunch of time over $5 or even $10.

BTW, in Mexican Spanish a "v" is typically pronounced like a "b".

[moabe]

Originally Posted by ReefHound

sounds like you were treated wrong by a rude and arrogant rep. But that sometimes happens and you have to not let it bring you down. A taxi to the airport is only like $5 and I would rather pay that than hassle with the rep in the first place. When their booth was empty on day 1, I would have written them off and assumed I would catch a taxi. Unless I had a rental car, in which case I would have dropped off my wife and luggage at the airport then caught a cab to the airport. Except when I rented from Isis last year, we drove to the rental office with our luggage and Margaret's husband then drove us to the airport in our rental and dropped us off at the curb.

Again, I'm not saying you were wrong but just get upset and waste a bunch of time over $5 or even $10.

BTW, in Mexican Spanish a "v" is typically pronounced like a "b".

exactly... the cab and fare were not the issue. it was the fact that my wife was under the impression that the whole issue was her fault becuase this ass spoke to her the way he did while hiding behind that telephone.

of the $1,500 I spent on misc items in that 5 days the cab fare was the least of my worries.....but I'm sorry, in Texas rudeness is not accepted or ignored