Complaints

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:08/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Sunday, August 18, 2024 approximately 12:00pm, I was trying to get ice from the ice machine by the main lobby/pool area when suddenly the top piece of the machine fell on my head (hard). I went to report my injury to the woman at the front desk and she stated, "Oh no. I will call the maintenance team and let them know". I then explained I reported it to her because it fell hard on my head. I left to return to the pool and a couple of minutes later, I got up to ask for the manager. I spoke to the manager named **, and reported the incident to him. As he approached me, he knew it happened because he asked if I was the one with the ice machine. I told him, yes. I told him I wanted to share what had happened so they can fix it. He responded with " YOUR HEAD?" That remark was just simply inappropriate. ********* remarks like that should not be coming out of a managers mouth. He should have been sympathetic, asked if I was okay. He did ask after, if I wanted ice since I didn't get any from the machine. The concern seemed more about the ice machine not working as opposed to it hitting my head. The manager should have filed a report with my name and date and time of incident. He should've also done more for the fact that it was my head that the door fell on. My parents are resort owners and pay their maintenance fees every year for 35 years. We were there for the weekend using bonus time, which is an extra fee since it was not for the week. I did feel a headache and nausea hours after the fact. If my symptoms get worse, I will definitely get checked out. We had another uncomfortable encounter with the night shift manager, ****. We got locked out of our room, after hours, and when he came, he smelled like alcohol, shared that he was interrupted at his daughters party to come here and hep us. We were waiting at the jacuzzi since we were locked out. As he was leaving, he turned off the jets and said quiet hours are at 10pm. When were only outside because we were locked out.

  Business Response

  Date: 08/27/2024

  Dear ******************,

  I represent Capital Vacations as the Director of Resorts for the Desert Breezes Resort in *******************************. Thank you for taking the time to point out this unfortunate situation during your recent stay. I have discussed the matter thoroughly with the Resort General Manager ***************. We both agree that this could have been handled in a more professional and sympathetic manner. Any type of injury whether it be minor or major should have been carefully documented with an incident report and an offer for medical assistance. In addition, we discussed the lock out situation with a response person with the smell of alcohol. We have taken procedural steps to make sure this does not happen in the future.

  If you feel you might still need some medical attention, please let me know. I can be reached by email at ***************************** or by phone at ************.

  Please accept my apologies and we'll look forward to hopefully seeing you on a future stay.

  Sincerely,

  *************************

  Capital Vacation Regional Director of Resorts.

• Initial Complaint

  Date:10/24/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My name is ******************************* and I am writing this formal complaint against Desert Breeze. I have reached out to the resort multiple times in regards to canceling and it constantly falls on deaf ears. Everything that was told to us was a lie and any details that were shared, were not explained thoroughly. We were told we could profit from this and the purchase should be an investment, which was not true! The sales representatives misrepresented everything just to make a sale to me. To this day, I have not used this timeshare nor do I have any intentions of using it. We experienced nothing but problems when trying to book reservations like, the requested dates already booked, the number of days required to be able to use the property, how points had to be used, etc.We are not interested in this timeshare as it has become a nightmare in every aspect.I have made it clear, the only resolution here is complete cancellation of this timeshare in its entirety. I have been a faithful customer for quite some time now and the ********************** is reluctant to do anything about my want for a full release from them. I look forward to a response in a timely manner.

  Business Response

  Date: 10/26/2023

  This consumer owns deeded real estate so it is not something that can just be terminated.  I assisted ******************** back in 2019 in removing her account from collections as it was past due but have not received any type of deed back request from her since.  She also did not purchase her interval directly from the association so we have no knowledge as to what representations were made to her.

  Notwithstanding, the association is willing to offer a no cost deed in lieu once her delinquent property tax payments are made.  These total $278.99 for tax years 2021 and 2022 (see attachment).  Instructions on how to pay these are also attached. Once we receive proof of payment and a copy of her deed, we can proceed with the deed in lieu. The necessary documents should be emailed to ***************************** who will then continue to assist with the process or I will be happy to forward them on.