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Business Profile

Vacation Timeshare

WHV Resort Group Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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WHV Resort Group Inc has 9 locations, listed below.

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    Customer Complaints Summary

    • 318 total complaints in the last 3 years.
    • 87 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:08/29/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Transaction date: 6/21/22 Was charged 2 nights for $99 Checked in: (6/22/22)Checked out (6/24/22)Was charged additional $99 for sea world 2 tickets after a 120 minutes of timeshare presentation. We have complaints from day 1 to the security and front desk about the upstairs unit was making too much *************** sleep but unfortunately, they did nothing so we decided to leave on 6/23/22. I have contacted the manager at the front desk named ******** before we checked out & said shell take care of our ********** can leave the e-vouchers tickets in the *********** keys. I have been transferred to many departments when I called to follow up. Finally ********************* was handling this issue called me apologized & promised h*** take care of the refund. I called & emailed but no response weeks went by and nothing! So I finally called my bank & filed a dispute but unfortunately, my bank is suggesting for me to take this up with the merchant because they are refusing to refund ! This has been stressful & my bank doesnt know how to help their customers!! I want to get refunded $99 for the sea world tickets that I surrender to them. its NOT fair to be charged for them! Hope you can help me. Thank you,*************************

      Business Response

      Date: 09/12/2022

      ********************, 

      Thank you for the detail you provided.  I am working through a couple of teams on this and will get back to you early next week with a resolution.

      Best regards, 

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

      Director, Customer Advocacy

    • Initial Complaint

      Date:08/16/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 family and i checked in to The Welk Resort San Diego on Monday, August 15, 2022 at approximately 7:15pm. The room we were given was BEYOND DISGUSTING and NOT what we were expecting! It was downstairs at the bottom level & the bedroom window faced a wall. We paid almost $300 for this room. The navy blue chair in the livingroom had what looked like white bodily fluid stains all over it & the bedroom phone had someone's old pasties stuck to them! I took photos. They claim to be a "luxury resort" with high cleaning standards with elevated cleaning & safety standards due to COVID. There is NO WAY housekeeping has been through here! The **************** is NON-EXISTENT! I spoke with 3 different individuals from Front Desk to Housekeeping, was told they couldn't send someone out to evaluate or clean the room until the next day. I was transferred to a very rude "Supervisor" named *******************************. She was unwilling to move us claiming all rooms were booked & said she only had an *** accessible room "within my price range" so I requested an upgrade due to their unacceptable, unsanitary room conditions. She said I could call back the next day to speak with their managers, "****" or "******" and request this from them. Her rude demeanor and lack of customer service skills were proven when she HUNG UP on me when I once again requested the upgrade. I had to agree to taking the *** ***** since it was late & my family was tired, but it was basically like staying in a hospital room. We planned on staying here until Thursday, August 18 for a total of $942.29.

      Business Response

      Date: 08/22/2022

      **************,

      Please check your voicemail and give me a call back when you have a chance.

      Best regards,

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

      Hyatt Vacation Ownership- Customer Advocacy

    WHV Resort Group Inc is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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