Complaints

This profile includes complaints for Pueblo Bonito Sunset Beach's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pueblo Bonito Sunset Beach

  Bonita, CA 91908

• 

  Pueblo Bonito Sunset Beach

  PO Box 4600 Scottsdale, AZ 85261

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/29/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Pueblo Bonito regarding my timeshare contract. I am seeking the immediate termination of the contract due to misrepresentation, deceptive practices, and the significant financial burden imposed upon me.During the initial presentation, I made it explicitly clear that I had no interest in purchasing a timeshare. However, the representatives were persistently persuasive, assuring me that the presentation would be brief. Unfortunately, this was far from the truth, as I spent an excessive amount of time enduring a detailed presentation on the supposed "benefits" of the timeshare.I now realize that critical information, such as exorbitant mortgage and maintenance fees, high-interest rates, and limited accessibility, was intentionally omitted or inadequately explained. The focus was deliberately shifted towards enticing vacations and other perceived benefits, creating a misleading picture of the overall financial commitment.This lack of transparency has left me feeling taken advantage of and betrayed by your company and its representatives. I trusted Pueblo Bonito to be a reputable and trustworthy entity, but the reality of the situation has proven otherwise.The financial strain caused by this timeshare, especially during a time of national distress, is untenable for me. I do not have any additional funds to spare, and relieving me of this contract would be of tremendous help. I kindly request that the Better Business Bureau investigates this matter and facilitates the immediate termination of my timeshare contract with Pueblo Bonito I am hopeful that the BBB's intervention will lead to a fair and equitable resolution. Please feel free to contact me if any additional information is required.Thank you for your time and attention to this matter.

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Owner of a 2bedroom unit. Because of problems with booking a unit I never stay there and bank my week with RCI which has proved useless as they never have anything open even when I tried booking a year in advance. Yearly dues are hefty and I have never received an accounting statement showing where the money goes like most other resorts do. Impossible to speak with corporate so this is my try to get some help. Cant rent, hard to sell due to so much fraud and no help from them. Money out the window with yearly dues. I want to speak with corporate re: rude staff when trying to book, accountability about where my ***** pluss dollars for dues go and why I can never get booked there though I have owned a unit for 13 years.

• Initial Complaint

  Date:11/24/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pueblo Bonito and its sales department are fraudsters! Upon arrival to the presentation at 9am, I was offered alcoholic beverages repeatedly throughout the meeting. I declined.I was blatantly lied to throughout the entire process and have only learned of such after purchasing 600 annual points a year and wasting over $20,000USD.The property is literally falling apart. Plumbing issues (no water, sewage smells) in several buildings and management merely says we care about our guests experiences and will address these problems yet the problems are only worse.This company clearly has no means to deliver what I purchased. I can barely get a reservation and yet, I have financially paid in full. The property is nothing like what it was in 2022. The quality of the food has dropped drastically. The senior management (if you can get to anyone) does nothing.I expect a full refund of my money and an end put to this never ending nightmare.

• Initial Complaint

  Date:10/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What was frustrating I went in for a supposed to be a 90-minute tour of the facility and I was kind and timeshare I have since revoked it because I had one date since the contact was signed but the sales person ******************* wanted me to pay him $200 he almost $3,000 from me so I pay them to $200 to get the letter confirmation for cancellation was not happy with this two-day or deal wasted with this company

  Business Response

  Date: 10/26/2023

  ***** its no longer working with us
  
  You will be contacted by a vacational assistant to provide you with the requested information and the best services.                                                                                                                                                    

  Customer Answer

  Date: 10/26/2023

  The person was not *****

  It is *******************

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip for me and my husband, this will be our second trip the resort in the past year. I booked on September 8th and on September 14th I went online to see if there were options to modify my dates. There was an option to modify my dates, I continued only to determine what, if any additional expense there would be. Unfortunately I hit continue and it changed my dates. I thought that there would be a final review and confirmation before any changes were made, but it was one click. I IMMEDIATELY called for reservations and they told me there was nothing I could do and that I should call the airline. I called the airline and they told me that they could not make a change either. I called reservations back and they told me that they had to wait till they hear from the hotel and would call me back. I called again on Friday the 15th and again on Monday 18th. They told me I had to wait till the employee I originally talked to was back to work. I received a call on Wednesday September 20th and she told me there was no refund and nothing she could do. She said I booked a non-refundable/modifying room to which I asked why I was allowed to change it in the first place. The reservation department was so rude and inconsiderate, they told me to call the airline and the hotel and kept pushing me off. I called the hotel and they told me that reservations could absolutely take care of that for me. I'm just looking for something, either a full refund or even a voucher to use towards a future stay or towards the spa while we are there staying.

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2023, I submitted a request for a full refund of $790 for an all-inclusive week plan for 1 person in August. I was told it will be submitted and I will receive my refund. In July I still did not receive a refund. I called several times and kept being told that they will reach out to the refund department, and I will be contacted by them. I emailed the refund department and still did not receive a response. On July 22, I call member services again and an agent explained to me that they were waiting for me to visit the resort to give me credit. I explained that I did not want credit and I want my full refund. That agent escalated the situation and on July 27, I finally received an email from the refund department stating that my request for a refund was being processed. They provided me this number REFTS2023-00014444. The email stated that the process takes between **** days to be resolved. Weeks passed and did not receive any updates. I called on August 4th and 7th to escalate the situation with no success. On August 10th I received an email asking me to provide my bank information to receive the refund. I reluctantly sent my information and on August 17 I received an email stating that it will take 72 hours to verify my information.On August 22, I received another email confirming my full refund will be processed. It stated that it would take **** business days. I never received any refund to my account. I have called several times and left several emails. I have not received a response, and no one has contacted me. I was denied a contact phone # for the refund department and was not allowed to speak to a supervisor. I keep being told that the refund department will contact me.

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing to share my disappointment and frustration as a timeshare owner at Pueblo Bonito Sunset Beach Resort. We agreed to pay $12,380 for the timeshare. Later, we were pushed into upgrading to an annual plan due to our age, but this upgrade was influenced by misleading information and hidden details. We realize that important details were left out of the sales talk and hidden in the documents we signed. Our fees have risen by 50% since we started, and we were told they were not up for negotiation. We had no choice but to pay to avoid legal issues, and we weren't given a chance to talk about other options or decide; the fees were automatically charged to our card. We got the timeshare mainly because we were told we could make good money by renting it out when we weren't using it. The sales agent said we could get around a 12% return after fees. The sales department doesn't help with rentals. When we tried to reach out to the contact person for rentals, there was no response, and we found out they weren't even in the **************** anymore. In 2016, despite booking ahead, we ended up in a room that didn't match our past experiences. When I complained at the front desk, I learned that only 5% of rooms were now for timeshare owners, with most going to hotel guests with the majority being allocated to hotel clients. Since retiring, I've needed to adjust my finances, and the lifestyle I enjoyed while working isn't sustainable anymore. It's disappointing to see the resort change from an exclusive timeshare setup to a combination of hotel and timeshare. It seems like hotel guests are getting better treatment despite us timeshare owners being locked into contracts and having higher costs. Despite our continuous requests to be released from the contract and the burden it brings, Pueblo Bonito hasn't bothered to respond. I believe Pueblo Bonito can cancel our membership and I will persist in pursuing the termination of this membership through any available channels.

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to find some compassion and have begged for the return of my money We are still dealing with a family tragedy and the on going trauma in our lives. We can not travel to their hotel for a family vacation. But they refuse to return my money.If they continue to show no mercy or compassion, can I somehow sell the reservations (3)This could have been a ****** of compassion and kindness, but it has turned out to be pure h*** I have no desire to spend time at your hotel. NONE! But I refuse to let them steal my $5000.00. .I have begged this company for compassion for almost a year. They are thieves, do not trust them

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a timeshare week at this resort and have paid 2023 maintenance fees. I tried to book my week and was told there are no suites available for the rest of the year. I own a deeded week and want to use it or get a refund of my maintenance fee. This is a floating week available all year. Resort staff offered no solution or compensation.

• Initial Complaint

  Date:05/16/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SSBPB in ********* owes me monies as per the statement a d previous agreed on the refund, They are not replying to my email for explanations via phone