We have been Timeshare Owners since 1992 and have enjoyed many wonderful vacations using the RCI exchange program. Unfortunately, we can not say the same with our most recent experience at this resort Club Vacances MSA #2621. In all of our 32 years of RCI travels, we never had to pay extra to access what is available on site or off site when owned by the resort. We don't mind paying for a service that we choose to get above and beyond what is standard. However, it was very disappointing to have to pay $39.95 per day, for a total of $321.53 to access the Spa at Val des Neiges (owned by the resort). Staff not as friendly and welcoming as we have been accustomed to. When asking for direction to the Spa, we were told to “Google it”. The one time we tried to use the Spa, the hot tub water was cold, was of disgusting color and not clean. We were so repulsed that we did not have the courage to return to the spa and check it out again during the remaining of our stay. Spending time in the hot tub in the evenings was on our must to do activity at the resort as always. Major disappoin**ent. We tried to speak with the manager to share our concerns. Unfortunately, staff could not tell us the specific working hours of their manager. A Message was eventually left on our in-unit phone (which we can assume was from the manager). However, the front desk staff was not able to assist us in retrieving the message -- very poor service. To this date we have been unsuccessful in reaching or speaking with the manager even though we have sent emails, left voicemails for the manager to contact us. In addition to the above, the resort amenities and state of the unit was not up to our expectations as per the following to name a few: No paper towel, no scrub pad for washing dishes, no hand soap, no oven mitts were included. Utensils were mismatched and low quality -- can easily bend the forks by hand. Coffee maker was very dirty and of poor quality. Unit phone was not working - fixed during our stay. It is terrible to leave a phone not working in the unit. What if we had to call 911 ? We were told that guests can use their own cell phone. Not every person has a cell phone and what if our cell phone was low on battery ...and how can one contact the front desk without a regular phone working? No mattress pad on any of the beds. Very unsanitary. Blankets had holes. Bathroom fan was way to loud and irritating, sounded broken. Mold was found on the bathroom tiles of wall.
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