Club La Costa Resorts & Hotels, an international company employing multi-national staff, has a mission statement to exceed expectations and when it comes to customer care its members have appreciated how on numerous occasions, and in many different circumstances, they have proved true to these words.
Many have expressed thanks for the way Club La Costa has responded to crises – such as the problems caused by the infamous ‘ash cloud’ and airport strikes action, but Club La Costa staff are also there for members when the crisis is personal and they need to return home in a hurry.
The hospitalisation of an elderly relative, for instance, meant one couple had to cut short their winter 2010 holiday and the reception team at their Club La Costa resort, Castillo del Rey on the Costa del Sol, swung into action to help with both phone calls and travel arrangements.
Mrs Lynne Hardwick, from Bradford, UK, explained: “Club La Costa were absolutely fantastic. They made it so that we had a direct telephone line to England, where we were in constant contact with the hospital.” It quickly became clear the couple needed to return home urgently. “We managed to obtain flights back to England, and again the reception took charge and ordered a taxi. Club La Costa were very considerate and concerned and wished us all the best,” she said.
“The Club La Costa Customer Services Department were fantastic also, and we were refunded the Vacation Club points we paid for the holiday. Again we were so grateful for all their help.”
In a letter of thanks, Mrs Hardwick wrote: “We felt that we had to write to you all at Club La Costa to say thank you, we just love the place and have been members since 2006. We are always made to feel special and nothing seems too much trouble. If we need help with anything, if at all possible, you will do your best to help and advise.”
A spokesperson for Club La Costa said those employees involved had been personally moved by the couple’s plight. “We were glad we could help in any way at such a sad time and do look forward to receiving them in happier times on their next Club La Costa visit, booked for summer 2011,” he said.
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