Public Defender: Timeshare cold-caller failed to disclose hidden fees on holiday 'discounts'

THIS couple just wanted to go cruising. Instead they were facing a financial bruising - until Public Defender intervened.

Peter Chivers and Trish Meyer on a cruise in New Zealand's Milford Sound

TRISH Meyer and Peter Chivers enjoy cruising, whether it be in New Zealand or further away in Europe.

The couple had been thinking about taking another when they received an unsolicited call from the Australian arm of a company called RCI.

That's Resort Condominiums International, part of Wyndham Worldwide, which operates hotel chains such as Ramada. It's worth $11 billion.

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RCI specialises in allowing people to exchange stays in timeshares. Mr Chivers is one of its nearly four million members after buying in to a Las Vegas timeshare.

RCI is also involved in cruises. The cold-caller who rang Mr Chivers was selling a "Silver Experience Collection" for $899.

For this he would receive three cruise discounts which appeared to be worth about $400 each, plus a $200 credit and a year's "Platinum" RCI membership.

"So we took the package," Mr Chivers said.

But he wasn't told there would be a $199 exchange fee for using each voucher or that there was a $275pp cancellation fee.

He also said he was not made aware of credit card fees of up to 3 per cent or that prices weren't locked in until the full cost of a cruise was paid - a policy at odds with his experience of booking direct with a cruise company.

After discovering the hidden charges Mr Chivers sought an explanation from RCI.

He wanted the undisclosed costs waived or a refund. But he was repeatedly ­fobbed off. He couldn't find a complaint resolution service. RCI seemed interested only in sales.

So he turned to Public ­Defender for help.

I tracked down a director of the local arm of RCI - in Tokyo. He wouldn't answer questions but the next day Mr Chivers was finally contacted by RCI, which said it would process a full refund.

He received a confirmation receipt yesterday.

"Thank you so much," Mr Chivers said.

It's unclear if this couple's treatment is standard operating procedure for RCI.

If you've had dealings - good or bad - with RCI, I'd like to hear from you. Drop me an email at [e-mail].