Like most reputable companies, The Villagroup is keen to resolve customer complaints and disputes in the quickest and most harmonious way possible. The Villagroup is responsible for all the Villa del Palmar resorts in Cabo San Lucas, Puerto Vallarta, Nuevo Vallarta, Loreto and Cancun, Mexico. They have been dealing with happy customers for more than 26 years and their continued success is testimony to their excellent customer service commitment.
Part of the reason for such a clear complaints procedure is precisely because The Villagroup values both its customers as well as its good name. In an industry that receives a lot of bad press, honesty and openness is key to success, and dealing with complaints fairly and efficiently is very important to avoid dissatisfaction.
What to do if you have a complaint
You should first make it clear to a member of staff that you have a problem you wish to be resolved, or a complaint to make. If you are still in the Villa del Palmar resort, you should speak to a member of staff in person who should refer you to a more senior member of staff if they cannot solve your complaint.
If your complaint has not been resolved while you are in Mexico, you would do well to contact the resort via email, telephone or registered post. Always use registered post when sending documents or letters.
Complaints on website forums are not recommended as an efficient course of action as The Villagroup cannot guarantee they will see the complaints and be able to rectify the problem. If you wish to have a quick response, you should deal directly with The Villagroup rather than involve third parties.