Comments
Sure, as mentioned earlier all contact details are already available with Club Mahindra team. The registration number is 119QO419HU. Please feel free to contact. A copy of the review has also been shared with the customer care team at Club Mahindra as well as the GM complaints Mr Pramuch but am yet to hear from anyone.
Reply
Greetings indeed!
Thanks for the so-called acknowledgement and regret but it is of no help given the templated response that follows!
Whether the booking window opens 4 months or 10 months before makes no difference because one can’t have a check-in date given that all days throughout the year show booked!
And what about the lies told by Club Mahindra people at various stages (read the previous email) or is one supposed to treat this email as a general pardon granted to the erring employees to get on with their jobs of tricking more people into going through the same bad experience which now seems to be the norm looking at the huge number of similar reviews on various forums which incidentally has been made clear by these very representatives to be of little importance to them or to take the Club Mahindra brand.
The fact that the rest of your email has nothing but instructions for us to go on another merry go round of the Club Mahindra website and the stuff written on the ‘GV itself’ and ends with a toll free number and a generic email ID instead of actually booking a holiday and coming back with a confirmation just goes to reinforce the templated and nonserious nature of your response which couldn’t care less what experience someone is carrying back. That, when the purpose of inviting us for the ‘presentation’ was to ensure ‘such an experience that it might prompt us to buy the membership later’!
What now remains to be seen is whether anybody at club Mahindra thinks this is a serious enough matter to make a concerted attempt to provide a solution rather than responding with more ‘instructions to visit the website during particular times, more surprises like booking window opening 4 months prior to checkin date’ and what not.
Please see that the next person who responds is a senior/responsible functionary who actually thinks this is an important enough matter for club Mahindra.
I’ll of course be posting this exchange on various forums till the matter is taken to a closure.
Dear Mr. Bhardwaj,
Greetings from Club Mahindra!
We acknowledge the receipt of your e-mail and regret the in-convenience caused to you as you did not have a pleasant experience while you were undergoing the process of the Club Mahindra presentation and also with regards to no availability for the voucher that has been issued to you.
Booking window for the resorts would be available 4 months prior to your check in date. The resorts that can be used for booking a reservation for a GV is mentioned on the GV itself. You can visit our website www.clubmahindra.com and book a reservation. We would request you to kindly book a reservation before the validity expires. Our booking window for October would also open on 01st July at 09:30 am, we would urge you to book a reservation at that time if your coupon is valid.
For feedback, enquiries and service requests, please call[protected] or you can send us an e-mail at [protected]@mahindraholidays.com and we will be happy to assist you.
Warm Regards,
Lukvisha Carvalho
Member Experience Management
Thanks for the so-called acknowledgement and regret but it is of no help given the templated response that follows!
Whether the booking window opens 4 months or 10 months before makes no difference because one can’t have a check-in date given that all days throughout the year show booked!
And what about the lies told by Club Mahindra people at various stages (read the previous email) or is one supposed to treat this email as a general pardon granted to the erring employees to get on with their jobs of tricking more people into going through the same bad experience which now seems to be the norm looking at the huge number of similar reviews on various forums which incidentally has been made clear by these very representatives to be of little importance to them or to take the Club Mahindra brand.
The fact that the rest of your email has nothing but instructions for us to go on another merry go round of the Club Mahindra website and the stuff written on the ‘GV itself’ and ends with a toll free number and a generic email ID instead of actually booking a holiday and coming back with a confirmation just goes to reinforce the templated and nonserious nature of your response which couldn’t care less what experience someone is carrying back. That, when the purpose of inviting us for the ‘presentation’ was to ensure ‘such an experience that it might prompt us to buy the membership later’!
What now remains to be seen is whether anybody at club Mahindra thinks this is a serious enough matter to make a concerted attempt to provide a solution rather than responding with more ‘instructions to visit the website during particular times, more surprises like booking window opening 4 months prior to checkin date’ and what not.
Please see that the next person who responds is a senior/responsible functionary who actually thinks this is an important enough matter for club Mahindra.
I’ll of course be posting this exchange on various forums till the matter is taken to a closure.
Dear Mr. Bhardwaj,
Greetings from Club Mahindra!
We acknowledge the receipt of your e-mail and regret the in-convenience caused to you as you did not have a pleasant experience while you were undergoing the process of the Club Mahindra presentation and also with regards to no availability for the voucher that has been issued to you.
Booking window for the resorts would be available 4 months prior to your check in date. The resorts that can be used for booking a reservation for a GV is mentioned on the GV itself. You can visit our website www.clubmahindra.com and book a reservation. We would request you to kindly book a reservation before the validity expires. Our booking window for October would also open on 01st July at 09:30 am, we would urge you to book a reservation at that time if your coupon is valid.
For feedback, enquiries and service requests, please call[protected] or you can send us an e-mail at [protected]@mahindraholidays.com and we will be happy to assist you.
Warm Regards,
Lukvisha Carvalho
Member Experience Management
I’m very much reachable on my original number registered with club Mahindra - 98917XXXXX
On Sun, 1 Jul 2018 at 1:06 PM, MemberExperience wrote:
Dear Mr. Bhardwaj,
Greetings from Club Mahindra!
We tried to contact you on the telephone number registered with us on 28th June, 18 at 4.30 pm pertaining to the concerns that you have highlighted, however were unable to do so.
We do understand your concern, we would request you to kindly assist us with a convenient time to speak with you with an alternative mobile number so that we can close on the same.
On Sun, 1 Jul 2018 at 1:06 PM, MemberExperience wrote:
Dear Mr. Bhardwaj,
Greetings from Club Mahindra!
We tried to contact you on the telephone number registered with us on 28th June, 18 at 4.30 pm pertaining to the concerns that you have highlighted, however were unable to do so.
We do understand your concern, we would request you to kindly assist us with a convenient time to speak with you with an alternative mobile number so that we can close on the same.
And the bad customer experience and harassment at the hands of Club Mahindra continues!
I thought I was going to receive a phone call as per the last email received from Club Mahindra before which I received another white lie saying that my number was not reachable and I should provide an alternative number. I had clarified that my number was very much reachable and all my official/personal calls are coming on this very number. Not surprisingly, no phone call is received!
Again, not surprisingly, after a week I receive another one of these going-in circles email telling me that 'my booking for October 2018 has already opened'and that I should go to the website and book a reservation. Once again! As if the earlier slew of "let's mess around with customers as if there's no one who can question us" emails giving templated instructions and hollow apologies was not enough, here comes another email saying that my booking for a certain month is open!
This when I've made clear that I've had it with receiving misleading instructions and would like to hear from a 'responsible/senior' functionary who is serious about providing a solution. Let's not talk about undoing the damage as it is clearly beyond repair and Club Mahindra representatives are making it amply clear in this continuing email exchange that they care two hoots about providing bad customer experience!
Despite making it clear in every email that the instructions being provided are not helping the situation (Just FYI, October again shows no bookings available!) these emails are continuing to beat around the bush with not one senior person coming forward to bring this to closure.
Let me spell the requirement out once again: A functionary of the level of a General Manager (A GM is generally a person responsible for the P&L of a business unit and is likely to be more mature than a customer helpdesk person and is expected to see the adverse impact of providing a bad customer experience) needs to step in, read the entire mail trail (which is being posted in various public forums as well), understand the series of lies, deceits, harassment-causing & unhelpful nature of responses being provided so far and then tender an unconditional apology, followed by an official explanation of the behaviour of the employees encountered so far, proper assurance of what remedial action is being taken to prevent recurrence of these instances so that no one else has to go through the same experience in these 'free voucher' seminars being organized across the country. He is then expected to arrange for the appropriate booking to be made at the company's end 'without telling me to go to the website and do this and that' only to find out that nothing works and compensate for the harassment caused so far by making this 'pie-in-the-sky' free holiday arranged by the back office without springing up any more nasty surprises about fine print details deliberately hidden so far which make this free voucher in fact very costly, given the time, effort and anguish it causes. (Yes! This stepping-in by a responsible person happens in morally upright hospitality chains who understand the meaning of being in the 'hospitality' business and are careful about preserving their reputation and go the extra mile to undo any unintentional damage done by any employee. Not like Club Mahindra, where the initial sales people lie, cheat, behave unprofessionally, and then a customer service representative gets into a long email exchange writing templated responses providing platitudes instead of genuinely helping the customer!)
Last but not the least: Why is Anand Mahindra not aware of these malpractices going on his group company and why should he not be made aware of them!!
On Thu, Jul 5, 2018 at 9:00 PM MemberExperience wrote:
Dear Mr. Bhardwaj,
Greetings from Club Mahindra!
We regret the in-convenience caused, we would like to inform you that your booking for October, 2018 has already opened we would request you to kindly visit the website and book a reservation.
If you face any issues please feel free to write back to us.
For feedback, enquiries and service requests, please call[protected] or you can send us an e-mail at [protected]@mahindraholidays.com and we will be happy to assist you.
Warm Regards,
Lukvisha Carvalho
Member Experience Management
I thought I was going to receive a phone call as per the last email received from Club Mahindra before which I received another white lie saying that my number was not reachable and I should provide an alternative number. I had clarified that my number was very much reachable and all my official/personal calls are coming on this very number. Not surprisingly, no phone call is received!
Again, not surprisingly, after a week I receive another one of these going-in circles email telling me that 'my booking for October 2018 has already opened'and that I should go to the website and book a reservation. Once again! As if the earlier slew of "let's mess around with customers as if there's no one who can question us" emails giving templated instructions and hollow apologies was not enough, here comes another email saying that my booking for a certain month is open!
This when I've made clear that I've had it with receiving misleading instructions and would like to hear from a 'responsible/senior' functionary who is serious about providing a solution. Let's not talk about undoing the damage as it is clearly beyond repair and Club Mahindra representatives are making it amply clear in this continuing email exchange that they care two hoots about providing bad customer experience!
Despite making it clear in every email that the instructions being provided are not helping the situation (Just FYI, October again shows no bookings available!) these emails are continuing to beat around the bush with not one senior person coming forward to bring this to closure.
Let me spell the requirement out once again: A functionary of the level of a General Manager (A GM is generally a person responsible for the P&L of a business unit and is likely to be more mature than a customer helpdesk person and is expected to see the adverse impact of providing a bad customer experience) needs to step in, read the entire mail trail (which is being posted in various public forums as well), understand the series of lies, deceits, harassment-causing & unhelpful nature of responses being provided so far and then tender an unconditional apology, followed by an official explanation of the behaviour of the employees encountered so far, proper assurance of what remedial action is being taken to prevent recurrence of these instances so that no one else has to go through the same experience in these 'free voucher' seminars being organized across the country. He is then expected to arrange for the appropriate booking to be made at the company's end 'without telling me to go to the website and do this and that' only to find out that nothing works and compensate for the harassment caused so far by making this 'pie-in-the-sky' free holiday arranged by the back office without springing up any more nasty surprises about fine print details deliberately hidden so far which make this free voucher in fact very costly, given the time, effort and anguish it causes. (Yes! This stepping-in by a responsible person happens in morally upright hospitality chains who understand the meaning of being in the 'hospitality' business and are careful about preserving their reputation and go the extra mile to undo any unintentional damage done by any employee. Not like Club Mahindra, where the initial sales people lie, cheat, behave unprofessionally, and then a customer service representative gets into a long email exchange writing templated responses providing platitudes instead of genuinely helping the customer!)
Last but not the least: Why is Anand Mahindra not aware of these malpractices going on his group company and why should he not be made aware of them!!
On Thu, Jul 5, 2018 at 9:00 PM MemberExperience wrote:
Dear Mr. Bhardwaj,
Greetings from Club Mahindra!
We regret the in-convenience caused, we would like to inform you that your booking for October, 2018 has already opened we would request you to kindly visit the website and book a reservation.
If you face any issues please feel free to write back to us.
For feedback, enquiries and service requests, please call[protected] or you can send us an e-mail at [protected]@mahindraholidays.com and we will be happy to assist you.
Warm Regards,
Lukvisha Carvalho
Member Experience Management
Sure. Have borne all this for more than a month now (first email was sent on 16 June 2018)! Want to see how long this harrowing process can last.
On Fri, 20 Jul 2018 at 6:35 PM, MemberRelations wrote:
Dear Mr. Bhardwaj,
Greetings from Club Mahindra!
We acknowledge the receipt of your e-mail and we would like to inform you that we are working on your concern, please bear with us while we provide you with an update for the same.
For feedback, enquiries and service requests please call[protected] or you can send us an e-mail at [protected]@mahindraholidays.com and we will be happy to assist you.
Warm Regards,
Lukvisha Carvalho
Member Experience Management
On Fri, 20 Jul 2018 at 6:35 PM, MemberRelations wrote:
Dear Mr. Bhardwaj,
Greetings from Club Mahindra!
We acknowledge the receipt of your e-mail and we would like to inform you that we are working on your concern, please bear with us while we provide you with an update for the same.
For feedback, enquiries and service requests please call[protected] or you can send us an e-mail at [protected]@mahindraholidays.com and we will be happy to assist you.
Warm Regards,
Lukvisha Carvalho
Member Experience Management
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