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Sadly it is a scam. Here is my letter. This time with MTS (after passing with ASEVIG) : Dear Mr. Xxxxxxx,   Hector spoke to Management with regards to your case and in response we would like to say we regret to hear that the marketing company has not complied with their agreement and particularly worrying is their lack of response to your emails and calls. We would also like to state that Sapphire Holiday Collection is not in breach of contract and refund does not apply if cancellation is requested. Please be aware that we are prepared to take the necessary measures if the management company´s performance is causing us a negative feedback from our members. Unfortunately, SHC doesn´t have the authority to modify or amend the management company´s procedures to enable your VIP Benefits per clause number 3.1 of our contract.   Having said this, we would like to reaffirm that we are fully committed to help you to plan your future vacations and invite you to take advantage of your Free Week Certificate  or to book at very low rates, which is the essence of your membership. Please advise.