Dear members,
We have received a few requests for clarification following my last letter. I will do my best to respond to each in the following paragraphs:
Switching to e-mail
The main reason for switching from email to phone support at this time and as with all decisions we make, is to provide our members with the best possible service and experience. Dedicating all of our team’s efforts to phone calls will ensure less waiting time and a more efficient resolution of pending issues, with special attention to reservations and modifications to existing reservations.
In the meantime, we continue to expand our call center staff and improve our technology, which will result in better service.
I would like to point out that the decision to stop using e-mail as a means of communication for most of our members has been planned on a temporary basis.
Non toll-free calls / Language
Soon, we will be announcing additional contact lines for a greater capacity to serve our members.
Likewise, in case the agent does not speak your language correctly, we will return your call as soon as a suitable agent is available for you.
Quality Control
Any reservation or quotation will be followed by a confirmation letter or email. It is important, in order to guarantee you the best experience, to review upon receipt of this letter and kindly inform us of any possible discrepancies, ensuring that corrections are made effectively.
Pending
In the event that communication is lost in the middle of a conversation, rest assured that we will call you back, our call center platform allows us to do so.
If a communication ends with outstanding points on our end, you can schedule a time and day for a representative to call you back.
Security
Your security is a necessity for us and as has always been our standard procedure, you will be asked a few identity confirmation questions before proceeding with any reservation or quote request. Similarly, any further communication following your call will be directed to the email address registered in your membership.
Online Reservation
As previously announced, in the fourth quarter of this year we are committed to launching a website that will allow our members to quote and book online.
Addressed to Exclusive Members
Exclusive e-mail for members:
Presidential/Signature/Residence exclusive.members@palladiumtravelclub.com
This recently launched email remains active and a new option will be announced shortly in our call center menu. In the meantime, we encourage all our members to call for the most efficient resolution of their requests.
Last but not least, I would like to invite you to visit our website and get more information about our hotels and offers at www.palladiumtravelclub.com
Warm regards,
Ignacio Zuastí
Director
Palladium Travel Club
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