Disappointing Experience with Dream Vacations Concierge

I'm writing to express my extreme dissatisfaction with the service I've received from Dream Vacations' concierge team. Despite being a loyal subscriber for years, the quality of service has deteriorated significantly over the past two to three years.

The issues are multifaceted:

- Emails are often met with arrogant and impolite responses, and it's clear they're not being read thoroughly. - Response times exceed business hours, so they willl reply at 4:45 pm and they close at 5pm, leaving an entire day blank and then only replying at 4:45pm the next day, which is unacceptable. - The team seems to prioritize high-value clients/portfolios, leaving those with lower-profile packages/portfolios to suffer poor service.

What's most concerning is the treatment of my parents, who are senior citizens and have been loyal clients for years. They rely on their SASA pension, which is paid out on specific dates in the new month. However, Dream Vacations fails to accommodate these payment dates, resulting in harassment for payments and blocking of online accounts. Despite numerous emails highlighting this issue, the accounts department refuses to make adjustments.

The lack of attention to detail and customer care is staggering. I would strongly advise against taking up a membership with Dream Vacations. Until they revamp their customer service approach, I wouldn't recommend them to anyone.