Not sure if this organisation is for real
Submitted a query two weeks ago and have received no response whatsoever, despite message on screen stating that a representative would "be in touch shortly". Not impressed.
25 April 2025: as can be seen below, this company has responded publicly claiming that I have provided a misleading rating and no correspondence was ever received from me.
I did keep a copy of the message I sent, and did receive an on screen confirmation that it had been received and that someone would be in touch. I did not receive any other form of confirmation and am not in the habit of saving screenshots. However, the message was sent on 12 April 2025 and began: "One of my timeshare companies, Excel Hotels & Resorts (now apparently Onohotels) has informed me that my apartment at Hollywood Mirage in Los Cristianos, Tenerife..."
Perhaps this organisation's systems are broken. If so, that would still not warrant any better rating than what I have initially submitted.
Réponse de National Timeshare Helpline
Dear Mr Munroe, We are a little taken aback by your one-star review rating and cannot help but be suspicious of your motives in giving such a rating.
Our reason for this suspicion is that we have no dealings with you as a client of NTH, nor do we have any record of you submitting a 'query' two weeks ago. If we received your enquiry, you would have received a notification of receipt. Please provide us with the receipt for your query.
It is not normal for a genuine enquirer to enquire, not receive a response, and then immediately publish what can only be described as a malicious review without giving us a further chance to rectify the situation. Mistakes and miscommunications are commonplace in a digital world.
We are authorised and regulated by the Financial Conduct Authority and always operate professionally. We have no regulatory conduct complaints, which can be verified by checking the FCA Register.
We look forward to receiving your proofs as requested above.