Shell Vacations Club Housekeeping Fee Rules

[JohnPaul]

Hi everyone,

We first bought Inn at the Opera as a full week around 2000 and converted to SVC after it was created, maybe in 2001 or 2002.

We have 7000 developer points and 8500 resale points for a total of 15,500. As such, we have no Signature/Elite status.

In all our time with SVC we have NEVER been asked to pay a housekeeping fee despite many stays in a single use year. We have two stays coming up at the Donatello and were told each would incur a $50 housekeeping fee.

After talking with Shell, it boils down to this. I am under the impression that with my level of points, I am entitled to 6 free housekeepings a year. Shell says that I am entitled to only 2 without being Signature.

Does anyone here:

1) Have a memory or knowledge that my belief of 6 housekeepings with 15500 points is/was real?

2) Have any paperwork to back that up?

Thank you in advance to everyone.

 

[bizaro86]

Go into your account, and click the "club fees" link on the left hand side. It shows 6 free hk for 12k plus points.

This link may work, not sure:
https://www.shellvacationsclub.com/secure/member/club_fees.page

I've only been a shell member for a short time, and they're very incompetent...

 

[JohnPaul]

Thank you so much!!!

 

[JohnPaul]

Called SVC back and talked to Stacie in Customer Care. She looks at the web site, put me on hold for a couple minutes, then came back and said I was completely correct. With 12,000 or more points (from any source) you are entitled to 6 housekeepings a year.

She offered an explanation (but not an excuse) that the system seemed to only be recognizing our 7000 developer points for housekeeping purposes.

She put in a ticket and will get back to me within 5 business days. In addition, she said she would fix our two upcoming reservations that think we need to pay housekeeping.

My interactions with Shell often leave me frustrated but this was very encouraging.

 

[JohnPaul]

I've only been a shell member for a short time, and they're very incompetent...

We mostly use SF and Napa and Inn at the Park in San Diego. We love all of those properties and the staff are generally terrific.

Unfortunately, Wyndham's ownership does not seem to have been a plus.

Also, the Shell structure (from pre Wyndham) has a lot of convoluted rules.

 

[bizaro86]

Glad I was able to help, and that it worked out for you. I like the resorts a lot, I just find dealing with their customer service very frustrating. They seem to make mistakes more than other chains I've dealt with, and have a hard time recovering from them.

 

[rickandcindy23]

The Shell maintenance fees have gone up so crazily, I am very concerned about the next few years. It seems the company finds all kinds of ways to make money from owners.