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.

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  WHV Resort Group Inc

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

  
• 

  WHV Resort Group Inc

  34565 Cathedral Canyon Dr Cathedral City, CA 92234

  
• 

  WHV Resort Group Inc

  3400 W Victory Blvd Burbank, CA 91505-1544

• 

  WHV Resort Group Inc

  8860 Lawrence Welk Dr Escondido, CA 92026-6403

  
• 

  Welk Resort Hotel

  1984 State Highway 165 Branson, MO 65616-8936

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:01/17/2025

  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.

  We are beyond frustrated with our experience with this company. Since July of last year, weve been trying to cancel our timeshare ownership. We initially reached out to communicate our dissatisfaction and desire to end this agreement, but nothing has progressed. We've been in touch with Kaymari *****, who claimed there were no options available for ***** we refuse to believe that there is truly nothing that can be done to address this.We have continued to make all required payments for this timeshare, even though we havent been able to use it once. No matter how far in advance we attempt to make a reservation, were always met with the same excuse about No Availability. What is the point of paying for points we can never actually use?To make matters worse, the financial strain this timeshare has caused is significant. The monthly payments, combined with the maintenance feeswhich, might I add, WERE PROMISED not to increasehave made it near impossible for us to allocate funds toward anything else, including the vacations we originally signed up for. The irony is unbearable. We were sold on the dream of traveling and creating special memories, and instead, were left with constant payments for something that has caused us nothing but stress.This is unacceptable. You have left us with no option but to voice our frustration publicly in the hopes of a resolution. You need to do better for your customers. Weve tried to go about this the right wayyour team HAS to step up and take action. Find a solution for us because we cannot, and should not, continue to endure this mess any longer.We deserve better. Do better.

  

  Business Response

  Date: 01/24/2025

  Mr. *********,

  I am sorry to hear about your frustration with your vacation ownership. Due to the balance owed on your note, the exit team would not be able to assist you. We do not have an option for you to simply cancel your contract on request. 

  I have reviewed your owner history, and I show you became an owner with us on July 5, 2020. The first usage year for your ownership was 2021. Your owner history does not show any contact since your purchase about using your owner benefits. Our ************** team is available to help you with the usage of your owner benefits for vacation travel 6 days a week. You can contact them directly at 1-800-GOHYATT. You have a number of great vacationing options. 

  I am happy to connect to discuss this further if needed.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

   

  Customer Answer

  Date: 01/29/2025

  While we appreciate Mr. ********* response, we do not feel that it adequately addresses any of our concerns. We are simply told that we can not exit because we have a loan, and apparently, we have not tried hard enough to use this ownership. As we mentioned, no matter how far in advance we try, we are always told the same thing about no availability. What about the lies the representatives told us to sell us this timeshare? The payments have increased over time, even though we were told they would not be doing so. In looking at other complaints, there are many similar issues we see other owners facing. This is clearly a problem with this company, and some action needs to be taken.
  

  

  Business Response

  Date: 02/03/2025

  Mr. *********, 

  As mentioned in my prior response, your owner history shows no attempts to try to use your owner benefits for vacation travel. We are more than happy to have our ************** team assist you with using your ownership for vacation travel. You have a number of excellent usage options available to you. 

  Yes, your maintenance fees have increased. The information on what your maintenance fees are, and that they will most likely increase in the future, in covered specifically your Buyer's Acknowledgment of Representations, which is reviewed and then initialed and signed off on by you on your date of purchase.  

  We do not have a cancel on demand option for your ownership contract. The exit avenue for your Platinum point ownership contract would be our exit team. 

  Please feel free to reach out to me with any further questions,

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:01/07/2025

  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 updated our Timeshare Plan/Points in June 2023 and took out a loan from WHV Resort Group INC. Since that time, we have received NO paperwork or statements that showed payment history, interest, and principal payment. I attempted to look in the owner's lounge to find any information pertaining to the subject but was unable to find it. I called the *************** and I was informed that if I was on auto payment they do not send out any paperwork or statements that show the subject information. The lady from the *************** told me that the information was available on the owners lounge but I told her I was unable to find it after several attempts. She was not sure how to find that information online so she put me on hold. She came back online and then navigated me to the site where I could find some information. To find the subject information is not intuitive and should be easier to access and find. Again, I expressed my concern and dismay that WHV Resort Group, *** did not provide monthly statements. Even though my mortgage payment is set up with an automatic payment, I get monthly statements showing the interest and principal payments made. In fact, I can't recall ever having a loan where such documentation was not provided by the lender. Nevertheless, I was informed that this is the company's policy.I don't think what WHV Resort Group INC doing is illegal, however, it is highly deceptive and lacks full transparency. WHV Resort Group, *** should and ought to provide monthly statements, whether via mail or electronically...period! Why does the customer have to go "find" this information.

  

  Business Response

  Date: 01/13/2025

  Mr. *******,

  If you are registered for auto pay via credit card, you will not receive a monthly statement. We do issue statements to owners who make monthly payments and mail them in attached to their statements. Unfortunately, this is at a higher interest rate. You can always contact our financial services team and ask to be taken off of auto pay. This can be done in a manner of minutes.

  You also have the option of reaching out to that team at any time and asking for a payment history for your ownership. That will show you how your payments are being applied in relation to principal and interest and show the remaining balance on your note.

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

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:01/03/2025

  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.

  Weve been trying to work out a fair solution with our timeshare company, ****, but now theyre threatening foreclosure if we dont pay them within 30 days. Whats frustrating is that our loan is already fully paid off. When we bought this timeshare, I was grieving the loss of my sister and wasnt in the right mindset to make such a big decision. Weve never even used this timeshare, but weve paid the company a lot of money! This is unfair!The company hasnt been helpful at all. We are just asking for a reasonable way out that doesnt involve foreclosure, but they wont budge. We are hoping the Better Business Bureau can step in and help us find a way forward. We dont know what else to do. Were more than willing to work toward a solution, but foreclosure feels like an extreme and unnecessary outcome.

  

  Business Response

  Date: 01/06/2025

  Mrs. Juego,

  I have reviewed your owner history and i show you contract was closed on December 3, 2024. You no longer have an active ownership contract. 

  Please feel free to reach out to me if you need any further information or if you would like confirmation sent to you in writing.

  Best regards, 

  Hutch *******

  Director, Custmer Advocacy

• Initial Complaint

  Date:01/02/2025

  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.

  We are having ongoing issues with our timeshare with ****/********. My family and I are seeking your assistance in resolving a predicament that has become increasingly difficult and stressful. We originally purchased our timeshare with **** during a different time in our lives, both financially and personally. At that point, the decision seemed to make sense for us. However, since then, our circumstances have changed dramatically. We have welcomed our first ***** into our family, and our financial priorities have shifted significantly. Because of these changes, the timeshare no longer aligns with our needs or abilities, and we are looking to bring our agreement to a responsible and amicable end.We have reached out to them multiple times to explain our changing situation and to request a resolution. Specifically, we have asked for assistance in terminating our contract due to the financial and practical burden it now places on us. Unfortunately, the company has been less than helpful. They have offered little to no support or potential solutions, leaving us feeling stuck with a contract that no longer benefits our family. Their lack of willingness to assist us has forced us to seek outside support, and we are asking for guidance and intervention from the Better Business Bureau to help us resolve this matter fairly.

  

  Business Response

  Date: 01/06/2025

  Mrs. ****,

  I just left you a message. I do not show your ownership as active. Please reach out to me when you have a chance. I want to answer any questions you may have.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:12/23/2024

  Type:Order 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.

  We are filing a complaint against WHV Resort Group because I have submitted several previous follow-ups and communications regarding our cancellation request for contract P-423199. I have written to inquire on numerous occasions about the status of our cancellation request for contract P-423199 (10/14/2024) and the balance of $150.00 in **** gift card as per the Access Program agreement terms dated 10/14/2023. 1.We have previously submitted the cancellation request (attached) to WHV Resort Groups, *** on 10/18/2024 to fax number ************** and emailed directly to you on this same date, pursuant to contract cancellation option set forth at signing date, 10/14/2024 (within the 7 calendar day recission period).2.We (******* ***** and ****** *****-*****) are requesting documentation and acknowledgement confirming that contract P-423199 has been cancelled.3.We are requesting immediate confirmation of termination of our timeshare contract , P-423199 1.Our Access Program agreement signing on 10/14/2023 (attached) for which we fulfilled the total purchase price obligation should have awarded us with ****** WOH points OR $400.00 in **** gift card. We were incorrectly advised on 10/14/2024 during a presentation with ******* **** that our Access Program agreement was only valid for ****** WOH points OR $250.00 in **** gift card, of which we have received the $250 in **** gift card. There is a balance owed of $150.00 in **** gift card from Access Program agreement signing on 10/14/2023 (attached).2.We (******* ***** and ****** *****-*****) are requesting confirmation and acknowledgement for the remaining balance of $150.00 in **** gift card. As noted in my previous correspondence, I had submitted a notification via facsimile regarding our intent to rescind the agreement for contract P-423199 between ******* *****, ****** *****-*****, and WHV Resort Group, *** within 7 calendar days of its execution.

  

  Business Response

  Date: 01/06/2025

  Mr. *****, 

  I have our team reaching out to you. Please reach out to them. My understanding is they have left messages for you to try to resolve your concerns.

  Best regards,

  Hutch *******

  Dire4ctor, Customer Advocacy 

  Customer Answer

  Date: 01/11/2025

  there has been one phone call made to me by a person named ******. Which I have attempted to call back and now there is no response. I am still waiting for someone to contact me regarding the contract cancellation that Ive been pursuing for almost three months now. You have my number as well Hutch, and I assume your position cant be easy or comfortable fielding these consumer complaints. Have your department heads of Contract Cancellation and Gifting call me directly. I am available to speak. I missed Sheilas call because I was in a meeting, but she has not been gracious enough to call back regarding the message and info I provided.

  

  Business Response

  Date: 01/27/2025

  Mr. *****,

  I have been advised that team will reach out to you again. Please keep an eye out for their call.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 02/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ***** Sr
  
   
  

• Initial Complaint

  Date:12/16/2024

  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.

  I have tried several times to cancel my timeshare, but I have been told there are no options available to me. This leaves me feeling stuck and helpless. During my time as a timeshare owner, I have faced repeated issues that have caused stress and disappointment. Twice in *********, I had to change rooms due to booking errors. When I stayed in *******, I had to move rooms because of a fire. Even though the fire itself was unavoidable, the smell left behind made staying there impossible.On another trip to *******, my booking requests were completely ignored, and I had to switch rooms again, which made the trip feel disorganized. To make matters worse, there was an experience where the company failed to plan properly, so my family had to be booked offsite. We had just finished a six-hour drive and were made to wait for accommodations, which completely disrupted our trip.Additionally, the maintenance fees attached to this timeshare are unreasonable. I feel like I could easily plan vacations on my own without the added stress of these fees or the limitations of whats available through this program. The destinations feel restrictive, and the long drives have become more of a burden than a joy. This is the opposite of the wonderful experience I was promised.What upsets me even more is how I was pressured into this agreement. During the sales presentations, I said no repeatedly, but the representatives refused to respect that. They shifted their focus to my wife, and I felt like I couldn't just walk out. They assured me that the points system would be easy and flexible, allowing me to book hotels throughout the ***** but that hasnt been true. The whole process feels like a bait-and-switch tactic.

  

  Business Response

  Date: 12/23/2024

  Mr. ******,

  I do not show you as an owner with us. I was able to find an active contract under the name of ****** ******. I show Mrs. ****** became an owner with us in 2013 and has chosen to upgrade her ownership twice since then and currently owns ******* Platinum owner points with every "odd" year usage. I am sorry to hear about the challenges you have encountered. I show Mrs. ****** spoke to our ************** team in 2024 about registering with our exit team

  We do not have an exit on demand or exit on request option for your ownership contract. The exit team is the avenue for our Platinum point owners to exit. They keep a registered list of owners and will reach out to you when they get to your spot on the list.

  I show you registered as of October of 2024. One thing to make you aware of is, you have entered into a payment plan for your 2025 usage year *** Dues. Your VOA Dues need to be paid in full for you to receive an offer to exit. If you can pay those dues in full, you will have all of 2025 to receive an offer to exit. If the team comes to your name on their registered owner list, and you have a balance due, they will move to the next person on the list and bypass making you an offer to exit. 

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

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:12/11/2024

  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.

  Despite numerous attempts to contact them via email over the past several months, I have received no response, which is utterly unacceptable. When I initially invested in the ownership, I was assured this would be a sound investment with the maintenance fees rising slowly. Unfortunately, this promise was not upheld, and I have found the fees to increase at a much faster rate than expected. Additionally, I was led to believe that I would have the flexibility to vacation anytime and anywhere, which has not been the case. These broken promises have placed a significant financial burden on me, and the funds tied up in this ownership could be better utilized for essential needs, such as medical expenses. This is particularly urgent following the recent passing of my husband earlier this year.

  

  Business Response

  Date: 12/16/2024

  Mrs. ******,

  I am very sorry to hear about the passing of your husband.

  I show that you have been owners with us for almost 25 years. Please look for a voicemail from me in the next 2 days. I want to connect with you and see if I can have a member of our team assist you. 

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 12/19/2024

  below****
  
  
  
  
  
  
  
  
  
  
  I would like to keep this complaint open until I hear from someone at this company. I am eager to get this resolved. I have yet to hear from anyone, and it has been past the two-day mark. I can be reached by calling **************. 

  

  Business Response

  Date: 12/27/2024

  Mrs. ******,

  Thank you for taking the time to talk to me. I have sent you the needed documents. If you have any questions, please reach out.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 01/08/2025

  I certainly appreciate this action. I just choose to leave the case open until I see and review the documents. 
  Thank You. 

• Initial Complaint

  Date:12/10/2024

  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.

  We are writing because we are very upset about our situation with ****/Hyatt. My wife and I own a timeshare with them, but now I have health problems that stop us from traveling. Because of this and other problems, we asked to cancel our timeshare. But ***** ******* denied our request, and we feel very hopeless now. We feel tricked also. At first, we were told we could cancel anytime. But when we tried, the answer was "no." Also, the company pushed us to upgrade our timeshare. We did not want an upgrade, but they said it was better for us, so we agreed. Now, it costs even more, and we cannot use it at all. This situation is unfair. We cannot afford this anymore because of our medical bills, and we cannot travel because of our conditions. We just want to be out of this contract, but the company will not help. Please help us and other families who maybe are going through this same bad experience. We trusted this company, but now we feel stuck with something we do not want and cannot use. Thank you for taking the time to read our complaint, and please help us out of this situation.

  

  Business Response

  Date: 12/16/2024

  Mr. & Mrs. *************** am sorry to hear of your frustration with your ownership. I show you both originally became owners with us in June of 2013 and that you have chosen to upgrade your ownership twice, the last time being on August 2, 2023.

  We do not currently have an option to terminate your contract due to hardship or a cancel on request option for your ownership. We do want to help you if we can.
  
  Our team can move your Platinum points into ********************** to extend the usage of the points for up to 2 years, if you think that will help. We want to make sure you do not lose the points you have paid for and give you added time to use them, so they do not expire.
  
  You can also reach out to our Vacation ****************** team in regard to your *** Dues and they will allow you monthly payments to help structure your obligation over time,which may provide some relief.
  
  I have added you my list of owners that are looking for an exit to their ownership due to hardship and I will reach out to you directly if we have a program that becomes available. 

  The exit team option is not a good avenue for you. The requirements of participation in that program include all your owner obligations being paid in full. You have a balance on your note, which would prevent that team from being able to assist you when they get to you on their list of registered owners. 

  Please feel free to reach out to me with any questions or if you would like to discuss this further.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 12/17/2024

  Mr. ********************** thank you for your response but are still upset by it.  You say you are sorry, but there is nothing you can do.  That does not help us.  Your ideas will not help our situation.  We couldn't travel even if we wanted to because of our conditions.  I have been in the hospital many times and can't even think about travel.  I have a nurse and a physical therapist that visit weekly to help me, so travel is not an option. What are we going to do? We cannot afford to pay, and we cannot take vacations anymore. How will we get out of this?

  

  Business Response

  Date: 12/27/2024

  Mr. & **** ******, 

  I fully understand that you may have priorities that outweigh your timeshare ownership and are more important to you, as they should be when we are talking about your health and mobility. We do not currently have a hardship avenue for you. If there is an avenue that opens, I will contact you to make sure you can apply for consideration. 

  I know this is not an ideal solution but the best option for you maybe to let your ownership go. Yes, there will be some negative credit reporting tied to that decision but, in time, the contract will get closed due to non-payment. We do not have a walk away option for you. 

  I am happy to connect to answer any questions or to discuss this further.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 01/14/2025

  Mr. ********************** are grateful that you understand our situation. It means a lot to us. We have some more questions please before we decide. If we stop paying, how long until the contract is finished and canceled? Are there other problems we need to expect if we do not pay? We are worried how this will affect us, so we want to know everything before choosing. If email is better for you, we can talk more. Thank you for trying to help us.

• Initial Complaint

  Date:11/30/2024

  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.

  We are filing a complaint against WHV Resort Group due to the numerous issues we have encountered with their timeshare services. Our problems began in 2015 with a canceled vacation booking in ******, which led to a coerced timeshare presentation at Sirena Del Mar under the promise of complimentary snacks and drinks. During this presentation, misleading claims were made about access to exclusive properties in **********, ************, a Hawaiian resort, and travel services, alongside enticing incentives like plane tickets to ****. Unfortunately, these promises never materialized, and the situation worsened following Marriott Vacations acquisition in 2021. Under **** Resorts, billing statements for maintenance fees were timely and consistent. Since ********* takeover, we didnt receive statements for 2022 or 2023, leading to delayed notices and costly late fees, causing unnecessary financial stress. The quality of the service has also significantly declined. On recent visits to *********, we noticed deteriorating property maintenance, fewer family activities, and reduced amenities. These changes make it evident that customer satisfaction is no longer the companys priority. Adding to our frustration, our recent communication with Hutch ******* at WHV Resort Group indicated we would likely not receive an exit option until 2025, but he could not promise we would receive an option, forcing us to pay 2025 maintenance fees to be eligible. This delay is unacceptable and prolongs the burden weve endured. We are requesting immediate release from this contract. WHV Resort Groups lack of transparency, poor service, and neglect toward its customers warrant investigation, and we ask for BBBs assistance in resolving this promptly.

  

  Business Response

  Date: 12/06/2024

  Mr. ******, 

  I show you became an owner with us in 2015 at ************** and that over the course of your ownership you have chosen to upgrade your ownership twice. Your owner history shows you have used your owner benefits for 38 stays, not including your exchange reservations, which include multiple stays at ************, ********** and Sirena Del Mar. 

  Yes, as I reviewed with you, our exit team has parameters that must be met to participate in the exit team program. We do not have an option for you to cancel your ownership contract on demand. Our team works on a first in first out basis to make sure the process is fair for all owners. There is not an option for you to move to the front of the line.

  I can confirm you are registered as of January 2024.  As we discussed in November, the best course of action for you is to pay your 2025 maintenance fees in full. This will give you a window of all of 2025 to receive an offer to exit your ownership. 

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

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 12/17/2024

  Once again, we are disappointed in your companys response. While you noted that we have utilized our owner benefits 38 times, this does not indicate a satisfactory experience. Unfortunately, our experience as owners has been far from acceptable. As outlined in our complaint, the quality of service we have received has significantly declined over the years. Specifically, during recent visits to the Escondido property, we observed clear signs of deteriorating property maintenance, a reduction in family activities, and fewer amenities available to owners. These changes strongly suggest that customer satisfaction is no longer a priority for WHV Resort Group. This decline in standards has only added to the frustrations we have encountered as timeshare owners. One of our primary concerns is that the timeshare was presented to us in a way that differs significantly from what is outlined in the contract we signed. This misrepresentation has proven to be a recurring problem. There is a persistent lack of availability when attempting to book reservations, which severely limits our ability to utilize the timeshare. The annual maintenance fees have consistently increased year after year, despite initial assurances suggesting otherwise. The challenges have only worsened since Hyatt's acquisition of **** Resorts. Utilizing our ownership has become increasingly difficult, and the overall experience has continued to decline. It is clear that the timeshare ownership is no longer aligned with what was promised to us at the time of purchase. While we understand that you have parameters in place for your exit program, WHV Resort Group has continued to dismiss the valid points raised regarding the misrepresentation of the timeshare and the ongoing difficulties and dissatisfaction we have experienced. These circumstances warrant an immediate release from the contract, as the ownership has failed to provide the value or experience originally promised. We urge WHV Resort Group to address this matter fairly and grant us an immediate exit from this agreement. The issues we have highlighted are severe and have caused significant dissatisfaction and hardship as owners. 

  

  Business Response

  Date: 12/20/2024

  Mr. ******,

  As we have stated previously, there is not an option for you to move to the front of the line. Our exit team will follow their business process for exiting owners and will reach out to you with an offer to exit your ownership when they get to your spot on their registered owner list, provided all of your owner obligations are paid in full. 

  Please feel free to reach out to me directly if you have any further questions.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:11/20/2024

  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.

  We are filing a complaint against WHV Resort Group regarding the numerous challenges and unsatisfactory experiences we have encountered since our purchase. Despite our initial hopes for enjoyable vacations, our experience has been marred by significant obstacles and financial strain. Since acquiring the timeshare, we have faced difficulties in securing desired destinations and confirming exchanges. The limitations of our single-bedroom unit have frequently restricted our options, as most availability caters to larger accommodations. This issue was notably pronounced during our stay at a Canadian resort in 2017, where the substandard and noisy accommodations failed to meet our expectations. The transition from **** Resorts to Hyatt Vacation Club further compounded our challenges. This change introduced additional scheduling difficulties, rising costs, and insufficient points for exchanges, making it increasingly challenging to plan vacations. The ongoing ownership of the timeshare now poses a significant financial burden, particularly due to the high maintenance fees. After years of disappointment and financial stress, we reached out to WHV Resort Group to discuss our desire to terminate our timeshare ownership. We received an email on October 3rd outlining a direct transfer termination offer. However, we explained that we are unable to afford the 2025 maintenance fee required to proceed. With only one of us currently employed, our financial situation does not permit this expense. We requested that WHV Resort Group waive the 2025 maintenance fee, given our reduced income and inability to utilize the timeshare, but our request was denied. We are deeply disappointed by this decision, as it requires us to pay a fee we cannot afford simply to relinquish ownership, while WHV Resort Group stands to potentially resell the timeshare. We urge WHV Resort Group to reconsider their decision and release us from our timeshare obligation without imposing the 2025 maintenance fee.

  

  Business Response

  Date: 11/26/2024

  Mr. & **** ******, 

  I am sorry to hear about your frustration with your Platinum point ownership. I show you have used your points almost exclusively for exchange travel during your time as owners with us. Unfortunately, we cannot control your experience at a resort we do not own or manage. 

  I do show you are registered with our exit team. That is the exit avenue for our Platinum point owners and the parameters of the exit team are that all of your owner obligations, both your *** Dues and your note, are paid in full. There is not an option to circumvent the requirements of participation and exit your ownership via the exit team. 

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

  Best regards,

  Hutch *******

  Director, Customer Advocacy. 

   

  Customer Answer

  Date: 11/28/2024

  Since we are in the midst of holiday festivities, we are unable to draft an extensive reply. Simply put, we do not accept the business response due to lack of compromise.

  

  Business Response

  Date: 12/06/2024

  Mr. & **** ******, 

  I am sorry you are not happy with our response.

  Our exit team is the avenue for our Platinum point owners to exit their ownership contracts. I do show you registered with that team. As long as you meet the requirements of participation, meaning all of your owner obligations are paid in full, when they get to your name on the registration list, they will email you an offer to exit your ownership. There is not a secondary avenue for you to exit your ownership. 

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

  Best regards,

  Hutch *******

  Director, Customer Advocacy.