Heartbroken. Looking for advice

[Phit&Phabcouple]

My wife and I booked a penthouse passion suite, and arrived at Pearl for our vacation. It was our first time at Desire. We were celebrating my (Husband) 50th birthday and our 27th wedding anniversary at the same time. We arrived, and immediately made friends! What an amazing group of people! Then, after only 5 hours at the resort...
We were contacted by home. Our adopted son, with special needs, was taken to the hospital, and is now in the ICU. We booked the first flight out of the country, and I'm typing this on the plane. Because of his special needs, it is SO HARD for us to get away anyway, but for my 50th and our anniversary, we made it work. Almost.

Anyway, after just 5 hours, we feel as if we have found our people. We want to go back, so here is my question: Does anyone have suggestions, or inside info on the best people with authority, at Pearl, to humbly b request future credit for our lost days? I know they are not obligated to do anything, but we'd like to at least try.

Thanks for any information anyone may have.

CD&S

[Cheers2US]

My wife and I booked a penthouse passion suite, and arrived at Pearl for our vacation. It was our first time at Desire. We were celebrating my (Husband) 50th birthday and our 27th wedding anniversary at the same time. We arrived, and immediately made friends! What an amazing group of people! Then, after only 5 hours at the resort...
We were contacted by home. Our adopted son, with special needs, was taken to the hospital, and is now in the ICU. We booked the first flight out of the country, and I'm typing this on the plane. Because of his special needs, it is SO HARD for us to get away anyway, but for my 50th and our anniversary, we made it work. Almost.

Anyway, after just 5 hours, we feel as if we have found our people. We want to go back, so here is my question: Does anyone have suggestions, or inside info on the best people with authority, at Pearl, to humbly b request future credit for our lost days? I know they are not obligated to do anything, but we'd like to at least try.

Thanks for any information anyone may have.

CD&S

Hello

I am so sorry for your situation. I can relate as we also have a special needs child. We know how thrilling it can be to go on a tropical vacation, but at the same time, constantly worry about your loved one at home. My husband and I are fortunate to have family members who can help care for our child when we go overseas, but emergencies can happen at any time.

I don't know whom you would contact re: a credit.

I looked up some old emails from past trips and found a few contacts. These are all copied/pasted from old e-mails; I do not know any of these people personally.

1) ALDO RODRIGUEZ

Agente de Reservaciones
Reservations Agent
+52 (998) 193-23-89
Desire Experience 1-888-211-3241 from USA & CAN
LADA 800 MEX: 01 800 500 0587
Temptation Experience 1-888-299-7705 from USA & CAN
LADA 800 MEX: 01 800 215 1000
Monday - Friday 08:00 to 20:00 Hrs (CST)
Saturday 09:00 to 18:00 Hrs (CST)


2) DANTE TREVIÑO
Supervisor de Atención a Socios
Customer Service Supervisor
customerservice@premier-experience.mx
Lada sin costo 800 509 3040 Ext.7106
USA & CAN 855 556 1632


3) ANTONIO CAMACHO

Ejecutivo de Reservaciones Premier
Premier Reservations Executive
reservations1@premier-experience.mx
+52 (998) 193 2221 Ext.7103
855 556 1632 USA & CANADA
01 800 509 3040 MEXICO


4) FERNANDA BERNARD

Agente de Reservaciones
Reservations Agent
+52 (998) 193 2389
Desire Experience USA & CAN: 1 888 211 3241
LADA 800 MEX: 01 800 500 0587
Temptation Experience USA & CAN: 1 888 299 7705
LADA 800 MEX: 01 800 215 1000
Monday – Friday 08:00 to 20:00 Hrs. (UTC)
Saturday 09:00 to 18:00 Hrs. (UTC)


5) MELISSA TOSCANO

Ejecutivo de servicio a socios
Members service executive
premierservice7@originalresorts.com
DIRECT: 52 998 848 79 00 EXT 7105
USA & CAN 855 556 1632 ext. 7105
MEX: 01 800 509 3040 FAX: 52 (998) 8494180
Option # 1 for Reservations and then option #2 to pay the reservations
Monday to Friday 09:00 hrs to 18:00 hrs (EST)

I hope you get some positive feedback from the resort. More importantly, I hope your son is doing OK.

Best regards

[desireaddict]

Considering it's your first trip to Desire I assume you haven't purchased a membership yet. If that's the case, (JMHO) they may be kind enough to consider tendering you some kind of credit for days missed. As members who had a similar emergency issue prevent us from traveling, they wouldn't give an inch. We have made at least 25 visits to DRM, Pearl, and even Cabo (RIP). But selling memberships is their CA$H COW and seeing how quickly you fell in love with the place would make me think you are potential buyers. Hopefully they see it that way.

We had a serious health issue come up while on an international trip that required a medical evac (Leerjet back to the States). I had to put $19,000 on my credit card right then and there. So happens it was the first time we purchased travel insurance. The TI reimbursed us for every dollar. DON'T LEAVE HOME WITHOUT IT.

[playatropical]

Sorry to hear about your loved one. Hope all is ok. Our situation is a little different as we didn't get to the hotel yet, but had to cancel three days prior, also due to a medical emergency in 2022. They were fantastic in issuing us a credit to be used at a later date. (they also did it during COVID for us) I found a contact who was very helpful. Don't know them personally, but might be worth a shot. Good Luck with everything.

Dany Gonzalez Ruano
Agente de Pagos
Payments Agent
+52 (998) 193-23-89
Desire Experience 1-888-211-3241 from USA & CAN
LADA 800 MEX: 01 800 500 0587
Temptation Experience 1-888-299-7705 from USA & CAN
LADA 800 MEX: 01 800 215 1000
Monday - Friday 08:00 to 20:00 Hrs (CST)
Saturday 09:00 to 18:00 Hrs (CST)

[Phit&Phabcouple]

Thank you everyone for the information. We are thankful to all of you offering encouragement and advice. Although we were only at Pearl for about 6 hours, we could not believe how much we felt as if we found people we could be friends with! We made friends very quickly, played a quiz game in the pool with them, it was just so fun and unreal how genuine and open everyone was. Our son is doing remarkably well and is recovering fast.

Thank you

[werfun]

Just a follow up on your problem, I don't know if it will make any difference and I am sure that you have thought of this but it would never hurt to have Drs reports and hospital records to show Desire when asking to change your booking to a different date usingy your payment for orignal trip.

[Phit&Phabcouple]

First of all, I cannot thank all of you for the great advice and for some of the contacts that you gave me! Most importantly, our son is doing very well and is recovering at home now. We sent in medical documentation, proving that we weren't making up a story, and just yesterday I received an email telling me that they were going to give us future credit! We are ecstatic. I don't know how much they're going to give us or what that looks like, but the fact that they are willing to work with us means a lot

[desireaddict]

First of all, I cannot thank all of you for the great advice and for some of the contacts that you gave me! Most importantly, our son is doing very well and is recovering at home now. We sent in medical documentation, proving that we weren't making up a story, and just yesterday I received an email telling me that they were going to give us future credit! We are ecstatic. I don't know how much they're going to give us or what that looks like, but the fact that they are willing to work with us means a lot

I salute the management for their decision!
That was a good PR decision. As well as "the right thing to do".

[Travelersx2]

Chiming in that 1) I am so glad your son is stable and home and 2) feel incredible goodwill towards Pearl for their decision to credit you for a future stay. This type of response helps us all consider where we will go in the future--who am I kidding--we fell in love with Pearl on our first day too haha and have been back there and RM many many times. Looking forward to meeting you down there someday.