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

  
• 

  Welk Resorts

  970 Northstar Dr Truckee, CA 96161-4204

• 

  WHV Resort Group Inc

  3400 West Victory Boulevard Burbank, CA 91505

• 

  WHV Resort Group Inc

  34565 Cathedral Canyon Dr Cathedral City, CA 92234

  
• 

  WHV Resort Group Inc

  3400 W Victory Blvd Burbank, CA 91505-1544

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:11/18/2024

  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.

  I am not responsible for the debt linked to WELKRESORT. I have no contractual agreement with WELKRESORT, and they have not provided the original contract as requested.

  

  Business Response

  Date: 11/22/2024

  Mr. *****,

  Our financial services team will respond to you in writing to your listed address.

  Regards,

  Hutch *******

  Director, Customer Advocacy 

• Initial Complaint

  Date:11/17/2024

  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.

  I'm writing to express my profound dissatisfaction with Hyatt Vacation Club. In spite of repeated attempts to find a solution with them, Im left frustrated and cornered. As timeshare owners, we've been facing several challenges ever since Hyatt took over the running of our program. To begin with, we can't utilize our timeshare to its full potential due to the persistent lack of availability. We were advised to "roll over" our points to odd years for better booking opportunities, but planning so far ahead is simply not feasible for us. Whats more troubling is the fact that the value of our points has dropped drastically. The promise of several week-long stays a year now seems like a far-off dream. Changes in policy have also invalidated our vacation incentives, leaving us feeling deceived and short-changed. Attempts to seek help from company representatives have been futile. We were told there's nothing they can do for hardships or in granting any exit. Even their exit team has been unhelpful, insisting on loan payoff before any timeshare release. Adding salt to the wound, we were misinformed about listing on ****** by a company representative, causing further confusion and disappointment. We have reached out to Hyatt time and again to find a solution, but to no avail. The last response I received indicated that if we stop payments, a foreclosure would be reported on our credit. This is unfair, given the circumstances. In a nutshell, we find ourselves stuck in a timeshare that we cannot use, cannot sell, and cannot exit without financial repercussions. This situation has caused us great stress and unhappiness. I am filing this complaint with hopes that the BBB can help mediate a resolution. We deserve a fair and reasonable way out of this predicament.

  

  Business Response

  Date: 11/22/2024

  Mrs. ****,

  We spoke directly in regard to your prior request to exit your ownership via your complaint filed with the *************************. We do not have an option for you to simply walk away from your ownership contract. As I stated in our conversation, I am more than happy to have a member of our ************** team reach out and assist you with the usage of your owner benefits. Your ******* Platinum owner points give you a number of excellent vacationing choices at our ************** resorts or via exchange with Interval International. 

  Our exit team does have parameters of participation that include all of your owner obligation being paid in full. We absolutely want to help you with using your owner benefits for vacation travel. We want you to get the vacationing value out of what you have been paying for.

  Please feel free to reach out to me directly if you would like to discuss this further.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:10/28/2024

  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.

  After numerous attempts via email to communicate with the company about terminating the timeshare, I rarely received responses. When I did, they were vague and unhelpful. I decided to try calling instead taking the chance at being put on hold for extended periods or being sent in circles as I try to fight for what I know is right. It became clear that they prioritize neither owner satisfaction nor resolving issues. After confirming the cancellation verbally, they declined to offer written confirmation. Warning to potential customers: while this company makes grand promises, it falls short in providing written documentation, be it in the contract you sign or the cancellation you urgently require post falling for their deceit during contract sign-up. All I seek is my cancellation letter and Ill be on my way.

  

  Business Response

  Date: 10/29/2024

  Ms. *********, 

  Please check your email when you have a chance. I sent you a letter advising of the status of your ownership.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

   

• Initial Complaint

  Date:10/16/2024

  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.

  On October 5, 2024, during a ski equipment sales event, I was approached by a representative from WHV Resort Group and was offered a Tier 1 accommodation package for R$199.00. The package allowed me to choose one of the groups resorts for a three-night stay, valid for up to one year. I chose *************** in ********** because it was perfect for my ski plans in the winter of 2025. The salesperson assured me that by contacting the company at least one month in advance, I would have guaranteed availability between January and March 2025. He also mentioned that part of the property was being reserved specifically for this promotional offer to ensure that those who purchased the packages would always have dates ***************, I received a call from the company asking when I planned to book my stay. I informed them that I intended to use it in January or February 2025. To my surprise, I was told there is no availability in ********** until April 2025. This means I was sold a package for a destination and time period without availability, which directly contradicts what I was promised. Apparently, the only availability within the category I purchased is almost a year away, which makes my ski plans impossible, as that time is no longer suitable for the ski season.I am extremely frustrated and feel misled by this business practice. The package was sold with the promise that I could use it during the winter, which is now clearly not the case. Therefore, I am seeking an immediate resolution and a refund for the amount paid, as the product I purchased cannot be used as promised.

  

  Business Response

  Date: 10/17/2024

  Ms. ***********, 

  Please review your bank records when you have a chance in the next week. i show our team cancelled this and issues you a refund to your card on 10/15/2024. that refund should show on your card in the next 5-7 business days, at the latest. 

  If you have a concern or any questions, please feel free to reach out to me.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:10/11/2024

  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.

  *** filed complaints against this company like this before, but I am beyond furious with how my account has been handled. I sent multiple written notices to stop automatic payments, and WHV Resort continued to withdraw funds from my account for almost a year. This has been incredibly frustrating, especially after sending several emails requesting the cancellation of my timeshare and receiving no response.I've been sent to collections multiple times, which is both unwarranted and stressful. They could have canceled my timeshare at any point during the 2.5 years Ive been pleading with them, but they are not interested in anything but making money for the least amount of work possible. Its too much effort to answer an email. The customer service experience has been disappointing and has fallen short of what anyone would expect after investing significant money into their timeshare program. It should be no surprise that I stopped paying them.

  

  Business Response

  Date: 10/16/2024

  Ms. *****, 

  We have exchanged emails in regard to your desire to stop paying on your Platinum point contract. I show I confirmed for you that your payment method was removed on 8/30/2024 in my email to you on 9/10/2024.

  As we have discussed in our prior communication, there is not an option for you to cancel your contract on request. We are more than happy to help you with using your owner benefits for vacation travel. Your owner obligation would need to be brought current to be able to access your Platinum points for vacation planning. 

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

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 10/21/2024

  Mr. ********************* clear="none" style="outline: none !important;">
  My payments were supposed to cease when I contacted ****************** over a year ago. Hyatt continued to take out unauthorized payments and that's just criminal. I exercised my right to cease automatic payments and go to paper billing. Hyatt stole that money, and it should either be returned to me, or used as a "early cancellation fee" and should release me from my obligation. Shame on Hyatt. 

  

  Business Response

  Date: 10/23/2024

  Ms. *****,

  I have reviewed your owner history with our financial services team, who would have handled your promissory note. There is communication back and forth in 2023 with an updated payment date and a corrected email and phone number. There are no notes in regard to terminating your loan payments until you contacted that team on 8/30/2024. The note from our team states autopay removed per owner request. I show your team complied with that request and removed your autopay. 

  As we have reviewed in our past communication, there is not a buy-out option or a termination fee for your ownership contract. We do have an exit team, but the participatory parameters of the exit team program require your owner obligations to be paid in full.

  Please feel free to reach out to me with any further questions or concerns. I am happy to connect via phone, if needed.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

   

   

• Initial Complaint

  Date:10/10/2024

  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.

  On October 5, 2024, during a ski equipment sales event, I was approached by a representative from WHV Resort Group and was offered a Tier 1 accommodation package for R$199.00. The package allowed me to choose one of the groups resorts for a three-night stay, valid for up to one year. I chose *************** in ********** because it was perfect for my ski plans in the winter of 2025. The salesperson assured me that by contacting the company at least one month in advance, I would have guaranteed availability between January and March 2025. He also mentioned that part of the property was being reserved specifically for this promotional offer to ensure that those who purchased the packages would always have dates ***************, I received a call from the company asking when I planned to book my stay. I informed them that I intended to use it in January or February 2025. To my surprise, I was told there is no availability in ********** until April 2025. This means I was sold a package for a destination and time period without availability, which directly contradicts what I was promised. Apparently, the only availability within the category I purchased is almost a year away, which makes my ski plans impossible, as that time is no longer suitable for the ski season.I am extremely frustrated and feel misled by this business practice. The package was sold with the promise that I could use it during the winter, which is now clearly not the case. Therefore, I am seeking an immediate resolution and a refund for the amount paid, as the product I purchased cannot be used as promised.

  

  Business Response

  Date: 10/15/2024

  Ms. De Silva, 

  Please keep an eye on your credit card activity. I show our team refunded the $199.00 to you today. You should see those funds posted to your card in the next 3-5 business days.

  Please feel free reach out if you have any questions.

  Best regards, 

  Hutch Farrell

  Director, Customer Advocacy

• Initial Complaint

  Date:10/07/2024

  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.

  We have made contact multiple times regarding returning Time Share. The response has been declined everytime we communicate with ******* **** Senior Manager. We have offered to return membership with no financial exchange. The most recent remark made by Mr **** was they were not able to take back membership. His final response was we could sell it on our own.

  

  Business Response

  Date: 10/11/2024

  Mr. & Mrs. Beam,

  We do not have a take back of give back option for your Platinum point contract. I can confirm for you that you are registered with our exit team. I know they are working because I am receiving calls and emails from owners who have received offers to exit. They do work on a first-in first-out basis. 

  It is important you keep your VOA Dues up to date, so you receive an offer to exit. They will reach out to you via email. I do not know how quickly they will reach out to you, but you are exactly where you need to be.

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

  Best regards, 

  Hutch Farrell

  Director, Customer Advocacy

• Initial Complaint

  Date:10/06/2024

  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.

  We have attempted multiple times to engage with **** to rectify this situation but to no avail. Ever since our agreement, we have been experiencing persistent issues with booking availabilities, which has significantly marred the value and usability of our timeshare. When we initially committed to purchase our timeshare, we were promised wide availability and the flexibility to use it at a multitude of locations, boasting destinations like ****** and ***** We have been left unable to reap the benefits we were promised, as every attempt to utilize our points has been met with the same response: no availability. Despite our repeated efforts to resolve this issue with them, the problem remains unaddressed.

  

  Business Response

  Date: 10/11/2024

  Mr. Forsyth, 

  I am sorry to hear you are frustrated with your vacation ownership. I show that you purchased, along with Monica Rodriguez, 120,000 Platinum owner points to be used on an every odd year basis starting in 2019 on October 6, 2018.

  Your owner history does not show you have booked any stays using your Platinum owner points. In that same review I took a look at your owner notes, the only communication with our Owner Services team over the past 5 years of your ownership has been about exiting your contract, not using your owner benefits for vacation travel. There are exchange options available for you in Mexico and Hawaii through our exchange partner Interval International. 

  Our Owner Services team can help you with exchange planning and vacation booking. They are available 6 days a week and can be reached at 1-800-GO-HYATT. They are there simply to help you with the effective use of your owner benefits.

  We do not have a cancel on demand or walk away option for your ownership contract.

  Please feel free to reach out to me if you would like to discuss this further, or if I can be of further assistance.

  Best regards, 

  Hutch Farrell

  Director, Customer Advocacy

  Customer Answer

  Date: 11/27/2024

   

  Mr. *******, 

  Thank you for responding and for reviewing our account.  We have not used your program as we have no desire to anymore. It's unfortunately not what we anticipated based on the sales presentation, thus making it excessively complicated for our usage. At this point, it feels more like we're wasting money than making productive use of the service.

  Due to the ongoing issues and our overall discontentment, we see no other option but to request the closure of our account. We believe it is only fair, given the circumstances, to ask for a refund of the payments we've made towards this ownership

  We trust you understand our position and appreciate your prompt attention to this matter.

  Thank you, 

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

   

  

  Business Response

  Date: 12/06/2024

  Mr. *******, 

  We do not have an option for you to simply cancel your ownership contract on request. As I stated in my prior response, you have not tried to use your owner benefits for vacation travel. We are happy to help you with the usage of your ownership. We will not be refunding you any monies paid toward your owner obligations. 

  There are a number of excellent vacationing options available to you. If you would like me to have someone reach out and provide assistance with vacation planning, please let me know. 

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

   

• Initial Complaint

  Date:09/24/2024

  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 feel compelled to address several concerns and request the immediate termination of our timeshare agreement, as the reality of this ownership has been starkly different from what was initially promised. This all began during a visit to the zoo. We were approached by a booth offering an enticing offer: a complimentary vacation to ****** or Cabo in exchange for attending a presentation. During the presentation, we were assured of numerous benefits that would come with owning a timeshare. These included significant cost savings over time, access to a wide range of desirable locations, and the ability to trade weeks through **********************. However, the reality we have faced as timeshare owners has been far from these assurances. We have encountered continuous challenges in securing available accommodations in the locations we wish to visit. The process has proven to be fraught with difficulties, rendering our timeshare practically unusable for our preferred travel plans. Additionally, the associated costs for certain destinations were not disclosed during the presentation, significantly impacting our ability to utilize the timeshare effectively. The financial burden has been exacerbated by unexpectedly high maintenance fees that far exceed the amounts outlined in our original contract. Coupled with the ongoing monthly payments, this has placed an unsustainable financial strain on our household. The limited flexibility concerning travel dates and destinations has severely restricted our ability to enjoy vacations as anticipated. Our expectations of enjoying international travel, which was a key selling point during the presentation, have not been met. Despite reaching out to Hyatt Vacation Club's member services regarding our exit, we received no assistance from ******************, further compounding our dissatisfaction. We request the termination of our timeshare membership and ask for prompt confirmation of the process.

  

  Business Response

  Date: 09/25/2024

  Mr. *****,

  I have reviewed your owner history, and I show you bought in in August of 2023 and upgraded your ownership in October of 2023. The first usage year for each of your contracts was 2024. You owner obligated maintenance fees for 2024 usage year do not show as paid. Your maintenance fees not being paid will restrict your ability to use your Platinum points. Those fees need to be paid for you to be able to access your points for usage via exchange with ********************** or to book into our Platinum point resorts.

  I am happy to have a member of our team reach out and assist you. We do not have an option for you to simply cancel your ownership contract. 

  Our team can help you with your maintenance fees and then assist you with vacation planning.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy 

• Initial Complaint

  Date:09/21/2024

  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.

  We are filing a complaint against WHV Resort Group and Hyatt Vacation Club regarding our timeshare experience, which has culminated in significant dissatisfaction and financial strain for our family. Since our purchase, the ********* has imposed an unsustainable financial burden. The annual cost alone amounts to $4000, which, when combined with the initial investment and additional expenses incurred in purchasing more points, has become untenable. Despite the promises made during the sales presentation, the value we receive for our financial commitment has been profoundly lacking. We were assured that booking resorts and enjoying enhanced benefits through additional points would be straightforward and rewarding. However, we have consistently faced challenges in finding available resorts for trading, severely limiting our ability to utilize the timeshare effectively. It has become clear that we are spending significantly more on the timeshare than we would if we booked vacations through other channels, such as our travel agent. This is especially concerning given the rising maintenance fees, which we were not adequately informed about during the initial presentation. The information provided to us during the sales presentation was misleading and incomplete. We were not apprised of potential increases in maintenance fees, nor have we been able to access the full range of promised services, including the availability of dedicated travel agents to assist in our vacation planning. We are seeking to exit the timeshare agreement, as it no longer represents a viable option for our family.

  

  Business Response

  Date: 09/25/2024

  Mr. & Mrs. Sullivan,

  I am sorry to hear about your frustration with your ownership. I show you have had prior success with exchange through RCI and a stay at our resort in Cabo San Lucas, Mexico. Your owner history does not show a lot of recent contact in regard to using your owner benefits for vacation travel. We would be happy to have a team member reach out and assist you with usage. We do not have an option for you to simply cancel your ownership on request.

  Your 600,000 annual usage points give you a number of excellent vacationing options within our Platinum Point resort and via exchange. You can additionally use your points at our Experiences Collection resorts or convert your Platinum points into World of Hyatt points to be used within the World of Hyatt program. 

  I am happy to have a senior agent from our Owner Services team reach out to you directly and help you with vacation planning and the usage of your owner benefits.

  Best regards, 

  Hutch Farrell

  Director, Customer Advocacy 

  Customer Answer

  Date: 09/26/2024

  Mr. Farrell, 
  
  
  We acknowledge that our account shows successful exchanges through RCI and our previous stay at your resort in Cabo San Lucas. However, these isolated instances do not reflect our overall satisfaction with the timeshare experience. As we previously stated, the sales team promised straightforward and rewarding access to booking resorts and enjoying enhanced benefits through additional points. Unfortunately, we have consistently encountered significant challenges in finding available resorts for trading, which has severely limited our ability to utilize the timeshare effectively. The financial commitment required for this timeshare far exceeds the value we have received. In fact, we have found that booking vacations through other channels would be significantly more economical. We are not interested in using the timeshare. We are only interested in the immediate termination of our agreement, as continuing with this arrangement is no longer sustainable or desirable for us.
  
  
  Thank you, 
  
  
  Curt and Cynthia Sullivan 

  

  Business Response

  Date: 10/10/2024

  Mr. & Mrs. Sullivan, 

  We do not have a cancel on demand option for your ownership contract. We do have an exit team that is currently working and exiting out Platinum point owners. I show you registered with that team on 8/29/2024. They will work through their list, on a first in0first out basis, and reach out to you via email when they get to your spot on the list. 

  One piece of advice I want to give you- when your 2025 VOA Dues come due, please pay them in full. The exit team will only look to see if money is owed prior to sending an offer to exit. If you are in a payment plan for your VOA Dues, they will see money owed and bypass you and go to the next owner on the list.

  We do want you to use the time you have paid for, and our owner services team will help you with reservation at our Platinum point resorts or with placing your time in for exchange usage. Using your time will not prevent you from receiving an offer to exit when the team gets to your spot on their list. 

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

  Best regards, 

  Hutch Farrell

  Director, Customer Advocacy