Complaints

This profile includes complaints for WHV Resort Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

WHV Resort Group Inc has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  WHV Resort Group Inc

  300 Rancheros Dr Ste 310 San Marcos, CA 92069-2969

  
• 

  Welk Resort Hotel

  1984 State Highway 165 Branson, MO 65616-8936

• 

  WHV Resort Group Inc

  3400 West Victory Boulevard Burbank, CA 91505

• 

  WHV Resort Group Inc

  34565 Cathedral Canyon Dr Cathedral City, CA 92234

  
• 

  Welk Resorts

  970 Northstar Dr Truckee, CA 96161-4204

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:04/02/2025

  Type:Service or Repair 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.

  Please see attached.Thank you.

  

  Business Response

  Date: 04/07/2025

  Mr. *****,

  I am sorry to hear about your frustrations with your ownership and of your desire to exit. We do have an exit team that may be able to assist you. I am happy to send you the registration information. 

  Your ownership appears to have you and your ex-wife listed as owners. I will reach out to you via email because there are some questions I need you to answer so I can send you in the right direction.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:03/28/2025

  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.

  I am not responsible for the debt alleged by WELKRESORT. There is no agreement between me and WELKRESORT, and they have not provided the original contract as requested.

  

  Business Response

  Date: 04/01/2025

  Mr. *****,

  I have asked our ****************** team to send the requested information to your home address. Please keep an eye out for it.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:03/25/2025

  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.

  I am frustrated and need your help! **** salespeople lied to me and I signed the contract under the false pretenses. As a result, I am stuck with the product that I can't use the way I intended to. I filed complaints, but they don't even respond. I am asking for you to help me get in touch with them and cancel the timeshare. I filed the complaint with the ************************************, but **** chose not to respond. Please, help me get rid of this burden!!

  

  Business Response

  Date: 03/31/2025

  Mrs. ******,

  I know we have responded to your prior requests to exit your ownership contract. We do not have an option for you to simply cancel you contract on demand. 

  Can you confirm for me if you have registered your interest in exiting with our exit team? They are operating and if you are not registered, we want to get you registered so they will contact you with an offer to exit when they get to your spot on the registration list. 

  Please let me know if I need to have our team send you the registration information/

  Best regards,

  Hutch *******

  Director, Customer Advocacy. 

• Initial Complaint

  Date:03/14/2025

  Type:Customer Service 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.

  I am filing this complaint regarding the unacceptable delay and lack of resolution for my Desert Oasis timeshare exit process. Hutch ******* informed me in mid-2024 that I would receive my exit offer soon, yet no resolution has been provided to date. Despite repeated assurances, I continue to face inconsistent updates about the process. Initially, I was told the delay was due to the ************************ (***), and later, I was informed the matter was with the title company. Most recently, Hutch claimed they were still working with the ***, contradicting his earlier statement that the *** had already approved it. This inconsistency has been deeply frustrating and unprofessional. What makes this situation even more unacceptable is that I am being forced to continue paying over $1,000 a year in annual dues to a company that is entirely at fault for these delays. I have requested ***** to contact owner services to arrange for my fees to be waived during this unreasonable delay, but no action has been taken. I am ******************************************************************************************************** financially. I have paid all outstanding dues despite the delays, and I demand that all fees and any late charges accrued during this process be waived immediately. My late husband, served in the Marines who passed away in 2022, served this country with honor, and I am requesting that this matter be resolved promptly and respectfully, given my situation. The delays and lack of accountability from this company are unacceptable, and I am seeking immediate resolution to this issue.

  

  Business Response

  Date: 03/21/2025

  Mrs. ****,

  I apologize for the extended time this has taken. 

  We are in the final stages of getting an approved plan in place, so we remove your name from your Desert Oasis deeded week. 

  As soon as we have the option open, I will email and call you directly to make sure we can get you taken care of. 

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 04/04/2025

  Rebuttal An apology does not address the $1,429.95 they are coercing me to pay to remain eligible for removing my name from the Desert Oasis Deed. This issue has been prolonged far too long. I am requesting a written waiver of this fee, along with any future charges, until the matter is fully resolved. Hutchs response has been the same since October 2023. Enough is enough. They can take it into their name until its finalized. They sold it to me from their name, they can take it back. ******* ****

  

  Business Response

  Date: 04/14/2025

  Ms. ****,

  I agree. This has been and continues to be a very long process. We do not currently have an option just to remove yours and ******* name from the land lease tied to your ownership. This is something we are working on. We are much closer to the finish line.

  Once I know this option is open, I will reach out to you personally via email and phone.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:03/10/2025

  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.

  I am filing this complaint with the BBB because ****/Hyatt has completely ignored my most recent repeated attempts to cancel my timeshare. Despite numerous efforts to make contact, the only responses Ive received are letters demanding payments. This lack of communication is unacceptable and unprofessional. For more than three years, I have paid mortgage fees for a timeshare that offers no value. I was promised a complimentary week that I couldnt use due to unavailability, and my ability to trade benefits through *** became worthless after the acquisition by Hyatt, which moved everything to **********************. This timeshare is way more trouble than its worth. This ongoing issue has placed an unnecessary financial burden on me. I will not continue making payments for a service that fails to deliver. I demand immediate action to ****** my agreement. I need ****/Hyatt to reach out and resolve this as soon as possible. Continued silence and inaction are unacceptable.

  

  Business Response

  Date: 03/17/2025

  Ms. *****,

  I have left you a couple of messages over the past week. I would like to discuss where you are in regard to your questions about your ownership.

  Please reach out to me when you have an opportunity.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 03/20/2025

  How have you been reaching out? I have no record of any voicemails or emails from your office. I have been trying for MONTHS to get in touch about this. I will be reaching out again, and I really hope we can come to a solution that gets this timeshare completely out of my life.

  

  Business Response

  Date: 04/03/2025

  Ms. *****,

  Please check your email when you have a chance. I have sent you my direct contract information. Please reach out when you have a chance. I need about 5 minutes of your time.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:03/04/2025

  Type:Billing 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.

  I was pressured into a time share and I canceled within the cancelation time and I was told by customer service I would not have to do anything else or worry about nothing. 2 months later they charge my card to start my membership. **************** says only the **** phone # can assist me but yes my paper work is in the system as processing cancelation. The # is760-257-2555 iv called 18 times and left 7 voice mails to try get this issue resolved and my money back. No one, has contacted me back in almost 4 weeks with a member # that I now have is ******** Requesting 20$ for over draft fees and charged amount was ******. I'd like refund on ****** and assurance this has been canceled.

  

  Business Response

  Date: 03/11/2025

  Ms. *****,

  I have left you a message and emailed you over the past week. I need some further information from you so I can get this resolved.

  Please give me a call when you have a chance.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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.

  My experience has been filled with disappointment, from misleading promises during the initial sale to ongoing issues that have only worsened over time. I've tried addressing this with WHV Resort Group directly, but Im not getting anywhere. When my ex-husband and I attended their sales pitch, we were lured in by a free weekend stay. During the presentation, everything about timeshare ownership was framed as a no-brainer with flexible vacations, access to sister resorts, and the chance to easily trade stays. However, we felt immense pressure to decide right then and there. They even told us the deal on the table wouldnt be available later. Feeling rushed and unsure, we signed up, trusting what they said. One of the major selling points was the promise of reasonable maintenance fees that would barely go up over time. That couldnt be further from the truth. The fees have skyrocketed every year. Now that Im retired and living on a fixed income, these rising costs are a huge stressor. Something they did not prepare us for. On top of that, the experience of being a timeshare owner has been a far cry from what they promised. Its incredibly difficult to book trades that fit the times I can actually travel. The resort itself has also gone downhill. The activities and events that used to give the place a welcoming vibe have almost disappeared. Instead, theres blasting music by the pool and issues with basic things like TVs and phones in the room not working. Life has changed since I signed this agreement. Traveling long distances no longer feels doable or enjoyable for me as Ive gotten older. What once seemed like a good idea just doesnt fit my lifestyle anymore, and I cant justify holding onto something thats become such a burden. Whats most frustrating is that Ive been trying to resolve this for months. I reached out about exiting my timeshare, but WHV Resort Group seems to be dragging their feet. Im asking WHV Resort Group to release me from this agreement.

  

  Business Response

  Date: 02/27/2025

  Ms. ********,

  You are a Desert Oasis deeded week owner. Unfortunately, we do not have a current exit path open for you.

  It is something our team is working diligently to get in place. With the ownership change we do need the *** and ************, the two parties tied to your land lease agreement, to agree to the new entity and the transfer process so we can have you removed from your ownership contract. I expect that agreement to be in place in the next 4-6 months.

  Once the agreement is in place we can have you go through our exit team process. I have added you to my list of Desert Oasis owners who are looking to exit their contracts, and I will reach out to you via email and phone when the option to exit opens, so you have a chance to apply to exit.

  Please feel free to reach out to me with any questions.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:02/14/2025

  Type:Product 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.

  I owned a time share at the *********************************** vacation Acct # ******** called in Oct 2024 to deposit my 2024 week to RCI acct # ************* deposit wasn't done . I called several time and not once I was told that they don't have weeks left to deposit . In January I called again and finally spoke to a staff that was a previous employee of the **** resort and was honest enough to tell me that my request was not completed because no available week to deposit. She also transferred to customer service relation **** and told me the same that no weeks available to deposit and my week had expired. I paid my maintenance fee of $ 1450 On Feb 1st I paid my 2026 maintenance fee ahead and requested to have my week be deposited to *** acct. This request wasn't done either and when I called and spoke to ****** I was told the request wasn't done and to check my *** in a few days for the deposit that he will put in the request. As of today my week wasn't deposited.I am requesting to have my ************************** return my maintenance fee of $ 1475. I am also requesting to have someone process my request to deposit my 2026 week to ***.

  

  Business Response

  Date: 02/20/2025

  Ms. *****,

  I am sorry to hear about your frustration with your Desert Oasis ownership. Thank you for being an owner with us for more than 20 years.

  I do show you were in contact with our ************** team on October 31, 2024, and asked to place your time into ***. You were advised in that call that there was no inventory remaining to be deposited for exchange. The payment of your VOA Dues is not predicated upon usage of your time, it would not be something we would refund to you because you did not use your time. The further ahead you can plan the better your options will be for usage, at our Desert Oasis resort and via exchange.

  I do show you deposited your 2025 time into ********************** for exchange usage. I also show you spoke to our team last week about placing your 2026 time into *** for usage.

  The option to place your time into RCI using your 2026 time is not yet available. I will reach out to you via email with a timeframe for you once I have an update on when our ************** team expects the option for you to deposit your 2026 week with RCI to be available to you. 

  Please feel free to reach out to me with any questions.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:02/06/2025

  Type:Product 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.

  Im writing this complaint with deep frustration and disappointment. As loyal Hyatt timeshare owners, my family and I feel completely let down by an experience that was meant to bring us joy and unforgettable memories.I still remember the day we purchased this timeshare. The Hyatt representative sold us a dream that felt impossible to resist. As passionate ****** fans, the idea of visiting ****** resorts around the world and creating magical family moments sounded perfect for us. For my daughters upcoming 15th birthday, she dreamed of celebrating in ******, Hawaiia dream we thought this timeshare would make possible.But that dream turned into a nightmare. What we werent told at purchasebut discovered much lateris that booking ****** trips through the timeshare is nearly impossible. We could only book if someone else gave up their room, which never happened. Despite countless attempts, there was never any availability in years.The disappointment didnt end there. Reaching out to Hyatt for support has been just as frustrating. Our letters and calls have been ignored, leaving us feeling abandoned and unheard. Not even a simple acknowledgment of our concerns.What was sold to us as a gateway to happiness has become a financial and emotional burden. The money weve spent on this timeshare could have paid for my daughters school tuition or better vacations than Hyatt ever delivered. Instead, we feel deceived and exploited.This wasnt just about the vacationsit was about making my daughters birthday special, about trust, and about the many memories we wanted to create as a family. Hyatt has taken that away from us, and we feel utterly let down.Were turning to the BBB to help us resolve this issue. We only wanted magic for our daughters, but all we got was disappointment. We trusted Hyatt, and theyve shattered that trust. We are requesting a cancellation and refund from Hyatt.

  

  Business Response

  Date: 02/11/2025

  Ms. ********, 

  I do show that you, along with **** ****, became owners with us in 2022.  ****** in ****** is a very high demand location, and you are waiting for a ****** owner to place their time in for exchange. All exchange requests are booked on a space available basis, we cannot guarantee availability at a resort we do not own or manage. The information that exchange requests are not guaranteed to be filled and that you need a confirmed reservation, is clearly covered in your Buyer's Acknowledgement of Representations, which was signed and initialed by each of you during your purchase.

  Our ************** team is available 6 days a week to assist you with using your owner benefits for vacation travel. You have some excellent vacationing options available to you. We do not have an option for you to simply cancel your contract on request. 

  Please feel free to reach out to me with any questions. We are more than happy to help you with using your ownership for vacation travel. Best regards,

  Hutch *******

  Director, Customer Advocacy

   

   

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair 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.

  We have contacted the company several times asking to cancel our timeshare, but they have not responded. This has been very stressful for us, and we need help to resolve the situation.We no longer want this timeshare. We live on the **********, and it is very hard for us to get to ********** where the property is located. When we first bought it, we had dreams of using it, but those dreams have faded. Being near our children and grandchildren is what matters most to us now. We also do not want our children to inherit this timeshare or the financial burdens that come with it. They do not want it and have no plans to use it.The cost of this timeshare has gone up a lot over the years. The annual fees have more than doubled, and we just cannot afford it anymore. We are retired and depend on a fixed income, which is already stretched thin. Keeping the timeshare is just not possible for us.On top of this, we are dealing with health problems. *** has a heart condition and circulation issues, and ***** is experiencing *********** and a platelet issue. Having to deal with the stress of this timeshare is not good for us, and we need to resolve this for the sake of our health.

  

  Business Response

  Date: 02/05/2025

  Mr. & Mrs. ******************* check your email. I have forwarded you a letter confirming your ownership has been closed. 

  If you have any questions, please reach out to me.

  Best regards,

  Hutch *******

  Director, Customer Advocacy