3 Abril 2024
Dear Members,
We have received some requests for clarification following my last letter. I will do my best to address each of them in the following paragraphs:
Switch to Phone Support
The primary reason for moving from email support 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. By dedicating all our team’s efforts to phone calls, we will ensure shorter wait times and more effective resolution of pending issues, with special attention to bookings and modifications to existing reservations.
In the meantime, we continue to expand our call center staff and enhance our technology, resulting in better service.
I would like to clarify that the decision to stop using email as a communication channel for most of our members has been planned as a temporary measure.
Non-Toll-Free Calls / Language
Soon, we will announce additional contact lines to increase our capacity to serve members.
Likewise, if an agent does not speak your language, we will return your call as soon as a suitable agent is available.
Quality Control
Every reservation or quote will be followed by a confirmation letter or email. To ensure the best experience, please review it upon receipt and kindly inform us of any discrepancies so we can correct them promptly.
Missed Calls
If communication is lost during a conversation, rest assured we will call you back—our call center platform allows us to do so.
If a call ends with pending issues on our part, you can schedule a date and time for a representative to call you back.
Security
Your security is essential to us, and as always, we will ask identity verification questions before proceeding with any booking or quote request. Likewise, any follow-up communication will be directed to the email address registered with your membership.
Online Booking
As previously mentioned, in the fourth quarter of this year we plan to launch a website that will allow our members to obtain quotes and book online.
Exclusive Members Email
Exclusive email for members: Presidential/Signature/Residence – exclusive.members@palladiumtravelclub.com
This newly launched email remains active, and a new phone menu option will be announced soon. Meanwhile, we suggest all our members call us for more efficient resolution of their requests.
Finally, but not least, I would like to invite you to visit our website to learn more about our hotels and offers at www.palladiumtravelclub.com.
Sincerely:
Ignacio Zuastí
Director
Palladium Travel Club
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