What is the Camp Margaritaville franchisee's obligation regarding resolving customer service issues?
Camp_Margaritaville Franchise · 2025 FDDAnswer from 2025 FDD Document
Customer will work with Customer Care to resolve customer service issues in an expeditious and timely manner.
Margaritaville or its CRS Supplier may choose to pay travel agencies, guests, GDS's, or other stakeholders on cases that remain unresolved for more than 45 days.
Subject to liability assumed by Margaritaville pursuant to the exclusions set forth in Section 8.B. above, Margaritaville will recoup any monies it or its CRS Supplier pays on behalf of Customer by adding the amount of such payment to Customer's subsequent invoice.
If Customer fails to adhere to the above outlined procedures, its distribution may be restricted through one or multiple channels.
Source: Item 23 — RECEIPTS (FDD pages 72–406)
What This Means (2025 FDD)
According to the 2025 Camp Margaritaville Franchise Disclosure Document, franchisees are expected to address customer service issues promptly and efficiently. Specifically, the franchisee, referred to as 'Customer' in the document, is required to collaborate with Customer Care to resolve any customer service-related problems in a timely manner.
If a customer service issue remains unresolved for more than 45 days, Camp Margaritaville or its CRS Supplier has the option to compensate travel agencies, guests, or other stakeholders to resolve the issue. In such instances, Camp Margaritaville will recoup these payments by adding the amount to the franchisee's subsequent invoice, essentially passing the cost of unresolved issues back to the franchisee.
Failure to adhere to the outlined procedures for resolving customer service issues may lead to restrictions on the franchisee's distribution channels. This highlights the importance of franchisees taking ownership of customer complaints and working diligently to find resolutions, as unresolved issues can ultimately impact their revenue and operational flexibility.