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

• 

  Welk Resorts

  970 Northstar Dr Truckee, CA 96161-4204

• 

  WHV Resort Group Inc

  3400 West Victory Boulevard Burbank, CA 91505

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/12/2024

  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 reached out to **** Resorts to cancel our timeshare ownership, only to be told that there are no options to exit at this time. While they have registered our interest in exiting and promised to inform us when options become available, this response is far from satisfactory given the issues we've faced. We explained our concerns, hoping for immediate assistance, but received none. Are we supposed to sit and wait indefinitely for an option to come through? When can we realistically expect a resolution? Despite never using this timeshare, we are now at risk of being stuck with another year's fees. We have consistently found no availability during the times we want to use the property, making it impossible to benefit from our investment. We do not want to continue pouring money into something we cannot use. We urge **** Resorts to provide us with a viable solution for exiting our timeshare ownership immediately. It is unreasonable to expect us to wait without any clear timeframe, especially when we have already faced so much inconvenience and strain from this timeshare.

  

  Business Response

  Date: 08/19/2024

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

  I am sorry to read about your frustration.

  I show that you registered with our exit team June 27th of this year.  The exit team is not an exit on demand option for your ownership contract. They work on a business need basis. They will reach out to the registered owners when the business is looking to reacquire inventory.  When they make an offer to you it will come via email.

  Please keep your owner obligations current. If they are not current, they will bypass you when they get to your spot on the list. We do want you to use the time while you wait to receive an offer to exit your contract. Our ************** team can assist you with using the time you have paid for. 

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

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 08/20/2024

  We are grateful for your response and update for us. Our fees are currently up to date. We are worried that we will get stuck paying for these maintenance fees for years before any actual offer is presented to us. It is hard to believe that a "business need basis" would provide us with exit options in a reasonable amount of time. What is the average time frame you see for an exit option to be presented once the interest is registered?

  

  Business Response

  Date: 08/28/2024

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

  I do not have an average timeframe. The program began operations last October and they have been reaching out to owners on a consistent basis and working through their registered list. I do know they review need on a consistent basis. 

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  Date:08/12/2024

  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 have reached a point where we no longer wish to retain our timeshare due to ongoing dissatisfaction with the services provided by **** Resorts.We find ourselves in a situation where we are continuously paying for a product that no longer meets our needs or expectations. We were misled and provided with inaccurate information during the sales process, leading to a severe lack of trust in the promises made by **** Resorts. Despite being loyal owners, we consistently encounter challenges with booking desired resorts due to insufficient points allocation. The resorts we aspire to visit are frequently unavailable for booking, leaving us feeling frustrated and disillusioned with our timeshare ownership.The overall experience with **** Resorts has been disappointing, and we believe that our concerns have not been adequately addressed. We strongly urge **** Resorts to reconsider its policies and provide viable solutions for owners who wish to exit their timeshare agreements.It is our sincere hope that this complaint prompts a reevaluation of **** Resorts' practices.

  

  Business Response

  Date: 08/19/2024

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

  I am sorry to read about your frustration with using your owner benefits. I show you have used your time previously. We would love to have our team assist you with booking a vacation. You have a number of excellent vacationing options available to you with your ******* even year usage Platinum points.. 

  We do have an exit team that assists our Platinum point owners with exiting their contracts. Your owner obligations do need to be paid in full to be able to participate in the exit team program. The exit team keeps a list of registered owners and reaches out to those registered owners when the developer is looking to reacquire inventory. We do not have a cancel on demand option for your ownership contract. 

  We want you to get the vacationing value out of your ownership. 

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

  Best regards,

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

  Director, Customer Advocacy

   

• Initial Complaint

  Date:08/11/2024

  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.

  Unfortunately, Hyatt Vacation Club is not being helpful with our request to cancel our fully paid off timeshare contract with them. We have not utilized our timeshare due to the complex and troublesome processes associated with it. This has caused significant frustration and we are left with a sense of feeling trapped in a contract that is currently useless to us. We had hoped to enjoy relaxing escapes and vacation times; instead, we are grappling with complicated procedures.We have contacted their customer service team, seeking viable exit options. To our disappointment, we were informed that there is no way for us to cancel this timeshare. This approach suggests a disinterest in ensuring customer satisfaction. It gives the impression of a strategy designed to retain owners unwillingly and continue collecting unwarranted payments.

  

  Business Response

  Date: 08/15/2024

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

  I have reviewed your owner records and I show almost no contact in regard to using your owner benefits in the history of your ownership. We are happy to have e member of our team assist you with using your vacation ownership.

  We do not have an exit on demand option for your ownership. I can see you have registered with our exit team. They keep a registered list of owners who are looking to exit their contracts and will reach out to those owners, in order of registration, when the developer is looking to re-acquire inventory. Registering with the exit team does not immediately allow you to exit your ownership contract.

  We do want you to use the time you have paid for, and our ************** team is happy to help you use the time you have paid for while you wait for an offer to exit.

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

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 01/23/2025

  Resort Group: 

   

  We are extremely frustrated with the fact that nothing we explained in our complaint has been addressed in the response. We do realize that were already registered with your exit team, and were also aware of the Direct Transfer option that was offered to us. But the issue is that weve been told wed need to pay the maintenance fees to proceed with that option. We have clearly communicated our financial struggles to the representatives, explaining that the $2,000 fee is far beyond our means. Thats one of the biggest reasons were trying to exit this contract. Its disappointing that theres still no solution that considers our financial situation. We have requested that WHV Resort Group reconsider the terms of their offer by waiving the maintenance fees to make this process more feasible for us. Unfortunately, our repeated

  appeals have yet to yield a solution. Our hope is that WHV Resort Group will consider alternative, more reasonable solutions that relieve us of this financial obligation and allow us to terminate our timeshare agreement in a fair manner

   

  Thank you, 

   

  ****** Lopez 

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

  
  

  

  Business Response

  Date: 03/07/2025

  Ms. ***** & Mr. *************** am sorry to hear about the struggles you are currently facing.

  We do not have a secondary option for you to exit your Platinum point ownership contract outside of our exit team. The parameters of the exit team are consistent, and not something we can circumnavigate. For you to participate in the exit team program all owner obligation must be paid in full. 

  The other avenue is to choose to not pay your VOA Dues. The eventual outcome of that will be the closure of your ownership contract by the Vacation ******************. That will happen in time.

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

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:08/02/2024

  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 need to cancel my timeshare. I attended a high-pressure sales meeting where we were misled about several things. We were never told about all the fees or that the maintenance fees would not stop after it was paid off. We have had booking issues and were told we would have to book at least a year in advance for availability. If that were not enough, have been harassed by phone to purchase more points. At the time of the meeting we were told that we have purchased enough points for my family use any where any time. I have pleaded with ************* but they claim they have no exit.

  

  Business Response

  Date: 08/05/2024

  ****************, 

  I am sorry to hear of your frustration with your vacation ownership. I do show you registered with our exit team on April 22, 2024. The exit team is the avenue for our Platinum point owners to exit their ownership contracts. They work off of the registered list and contact owners when the developer is looking to acquire inventory. We do not have a cancel on demand option for your ownership. 

  We are happy to help you with the usage of your owner benefits while you wait to hear from the exit team. The last contact you had with our ************** team in regard to using your owner benefits, was in January of 2020. We want you to use the time you have paid for. Please let me know if you would like to have a senior member of our team contact you directly to assist with using your ownership. 

  Best regards,

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

  Director, Customer Advocacy

   

  Customer Answer

  Date: 08/06/2024

  This is another attempt from Hyatt to sell me more points. My timeshare is paid, but the fees are forever increasing. There is always another sales pitch. Nobody should have to buy more to qualify for an exit. These business practices are the perfect example of misleading sales tactics, and prove how Hyatt is only after profit. Early on in this process I was informed by Hyatt that in order to be offered a so call exit that I would need to pay off my current fees. I pulled together the money to make this happen only to be lied to yet again. This is a never ending cycle of fraud and it needs to stop. 

  

  Business Response

  Date: 08/15/2024

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

  I have no idea what you are talking about with your statement that this is an attempt to have you buy more points. We want you to use the time you have paid for while you wait for an offer from our exit team.

  If you are registered with the exit team, which you are, they will reach out to you when they get to your spot on the exit registration list. There is not an option for you to jump to the front of the line. Our team follows the registered list to make sure the process is fair for everyone. They will reach out to registered owners when the decision is made by the business to reacquire inventory. 

  You do need to have your owner obligations paid in full to be able to receive an offer from the exit team. Please be sure to keep them current.

  I am happy to connect to discuss this further if you would like.

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  Date:08/01/2024

  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 writing to file a formal complaint against **** Resort regarding the misleading and high-pressure tactics used during the timeshare sales presentation. On [Date of Presentation], my family and I attended what was supposed to be a brief 30-minute presentation, but it turned into a coercive and lengthy ordeal where multiple representatives from **** Resort pressured us relentlessly.Despite expressing our desire to leave and discuss the investment as a family, we were bombarded with false information, unfulfilled promises, and guarantees that ultimately led me to sign the timeshare agreement under duress. This decision has since put a significant financial strain on our family due to unforeseen circumstances, including the loss of my girlfriend's job and a drastic reduction in my working hours.I have made multiple attempts to contact **** Resort to request the cancellation of the timeshare agreement, but all my efforts have been met with silence. The lack of response from **** Resort has only added to our frustration and financial burden.I am seeking your assistance in resolving this matter and requesting a cancellation of the timeshare. I urge you to investigate the deceptive practices employed by **** Resort and take appropriate action to hold them accountable for their actions. Thank you for your attention to this matter. I look forward to a prompt resolution to this issue.

  

  Business Response

  Date: 08/01/2024

  ********************, 

  I have reviewed your Better Business Bureau complaint. I did notice that your complaint has some data fields that were not filled in. We are aware of companies that put together cookie-cutter letters and complaints on behalf of our owners. We would prefer to address a complaint that reflects your actual owner experience. 

  A review of your owner history shows you bought in November of ************************************ January of 2021. Your last contact with our ***** Services team, in which you asked about setting up payments for your VOA Dues, was in April of 2020. Your owner history shows you have had no contact or communication with our financial services team or owner services team in more than four years. You no longer have an active ownership.

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

  Best regards, 

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

  Director, Customer Advocacy. 

   

• Initial Complaint

  Date:07/29/2024

  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 submitting this complaint because the company has stopped responding to me. I hope that by bringing this to the BBBs attention, the company will communicate with me again. I would like to relinquish my ownership. I have not heard from the company since March. I need some kind of update on what is going on. I have been at this for over two years and your company keeps kicking the can down the road. At what points will you actually help me? At what point can I GIVE this ownership back? I have never been able to utilize the timeshare and it was misrepresented to me. I was lied to and I want this to be over. I have met every single obligation to your company but you have consistently failed me. This ownership does not meet my needs or the expectations that were set for it. Enough is enough! It is time for you to offer real solutions.

  

  Business Response

  Date: 08/05/2024

  **************, 

  We have responded previously to your prior requests to exit your ownership contract. We do not currently have a hardship option for you to apply to in an effort to exit your ownership. If we do have an option that comes available, I will reach out to you directly, so you have a chance to apply.

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 08/22/2024

  Hello,
  
  I would still like an opportunity to respond to the business owner for this complaint. I do not feel the business has answered or solved the problem with their response. I would like to submit the following in response to the business:
  
  Hutch,
  
  Thank you for your response to my BBB complaint. I appreciate your acknowledgment of my previous requests, but unfortunately, your message does not address my ongoing concerns. I find myself in a difficult and frustrating situation.  I have fulfilled ALL financial obligations related to this timeshare yet after TWO YEARS of trying to GIVE this back, I have had no opportunity to gain freedom from this. It is beyond frustrating to be told that there is no option available when I have been trying to relinquish my ownership for over two years. How is this possible? At what point exactly will your company be willing to help me? At what point will your company correct their wrongs? I shouldnt be in this mess! I have been left in limbo without any clear guidance or support from anyone, and I urge you to reconsider my circumstances. It is necessary that I be allowed to relinquish this timeshare, as I do not have anyone to sell or give this to. If you cant help me, I would greatly appreciate any contact information for higher-level officials in your company, such as the CEO or members of the board, who can assist in addressing this matter. I have been unable to use this timeshare and as far as I am concerned, the transaction should be voided and ALL of my money should be returned to me.
  
  Best Regards,
  ************************* and *****************************

  

  Business Response

  Date: 08/29/2024

  **************, 

  I will not be referring you to anyone else. We have been consistent in our responses to your requests to terminate your ownership contract. We do not have a cancel on demand option for your ownership contract.

  Your statement that all of your obligations are paid is not correct. You have a balance due on your note. Once that balance is paid you can reach out to our exit team to register your interest in exiting your ownership. All of your owner obligations need to be fully paid to be able to participate in the exit team program. They keep a list of registered owners and will reach out to those owners when the developer is looking to reacquire inventory. We will not be refunding you any monies paid toward your owner obligations. 

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

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 09/03/2024

  We find your response to be completely unacceptable. The lack of an on-demand cancellation option and your insistence that all obligations must be fully paid before your company will do anything to assist us is absurd. We feel we were misled about the terms of our purchase, and have found our experience to be far from the promises made by your representative at the time of sale. We were assured we would be saving money and have flexibility with our ownership, which has not been the case. We should not be held accountable for a purchase that does not align with what was promised during the sale. We demand this matter be brought to your manager for proper review and resolution. Our goal is to return the ownership and completely sever ties with your company, as it is an ongoing financial strain that should have been avoided. 
  We advised the representative and the manager there that we were not interested and couldnt afford it. They pressured us into purchasing this. They duped us into paying for a high-interest purchase that we will never see benefits from. There are cheaper and easier options we can find on our own. This is a financial burden that we despise and demand that your company admit to its wrongdoing and fix this!

• Initial Complaint

  Date:07/25/2024

  Type:Sales and Advertising 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 to file a complaint against **** Resorts regarding our timeshare ownership. Despite reaching out to several email addresses on multiple occasions, we have not heard back from anyone. This lack of response is unacceptable. We are seeking to cancel our timeshare ownership due to ongoing issues. Over the years, it has been very hard to transfer points to go anywhere. There are many fees and costs involved in converting points to ********************** or World of Hyatt since the merger. We rarely use the timeshare now because of points inflation, which means the points we have dont get us what we want or what was promised at the time of purchase and upgrade. The units we have booked with our points in recent years have been small and lack amenities, unlike what was promised during the sales pitch. At the time of purchase, they did not disclose all the hidden fees involved in points transfer, booking, or any vacation-related costs. The recent merger with Hyatt increased these issues, as transferring points now costs even more. During the sales pitch, they convinced us that the timeshare would be a good investment for sharing with family. However, they did not clearly explain the associated costs, the never-ending maintenance fees, and the other hidden charges.

  

  Business Response

  Date: 08/01/2024

  **************** & ***************,

  I show you have been owners with us since ***************************************** 2019. The functionality of your ownership and the point values for stays within the Platinum Point Program have not changed since the purchase. Yes, there are fees to trade with ********************** or RCI and a fee to convert your points to be used within the World of Hyatt. 

  Can you confirm for me that you have been in contact with our exit team? I want to make sure you have registered your interest in exiting. The exit team works off of business need, so it is not a request, and you are out type of process. They keep an active list of owners and reach out to those owners as they reach them on the registration list.

  We want you to be able to use the time you have paid for while you wait for an offer to exit, and our ************** team can assist you with booking into our resorts or placing your time in for exchange to make sure it does not expire. 

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

  Best regards, 

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

  Director, Customer Advocacy

   

   

  Customer Answer

  Date: 08/05/2024

  ******************,  
  We have tried contacting the ************* team but never heard back from anyone. Therefore, we do not know if our interest in exiting was received or not. When can we expect to receive options? Our worry is that this response is just to appease us to get this complaint closed, but then we will never hear back from you or anyone else again with the options to cancel. 

  

  Business Response

  Date: 08/14/2024

  **************** & ***************,

  I do show you are registered with our exit team as of 2/28/2024. They will reach out to you via email when they get to you on their list of registered owners. 

  You will want to pay your maintenance fees in full. The team does not review if you are in a payment plan, they will just review if money is owed. If it is, they will bypass you. 

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

  Best regards, 

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

  Director, Customer Advocacy

   

  Customer Answer

  Date: 08/20/2024

  We appreciate the response back. Our worry is that we will pay the maintenance fees, but then get stuck owing another year's maintenance fees before we are allowed to exit. Will there be additional exit options when we exit? How do we know this won't be an endless cycle of additional fees?

• Initial Complaint

  Date:07/25/2024

  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.

  To Whom It May ********* hope this letter finds you well. I am writing to formally request the cancellation of my **** Resorts timeshare contract. After 30 years of ownership, I find myself in a situation where continuing with the contract is no longer viable.Initially, our timeshare experience was positive. However, the shift from a set week to a points system introduced significant challenges. Mandatory presentations, which were meant to be brief, often lasted 3 to 5 hours and disrupted our plans. The sales tactics, including high-pressure negotiations and time-limited offers, made it difficult to refuse additional purchases.Promises regarding the ability to rent out the timeshare to cover maintenance fees were not fulfilled, and booking desired accommodations, especially during peak times, has become increasingly difficult. Despite holding a high point level, we frequently faced unfulfilled room requests and maintenance issues, which impacted our stay quality.Financially, the burden has become unsustainable. Excessive monthly payments and maintenance fees have led to a loss of 4 million points this year alone. Additionally, the recent passing of my husband and the subsequent financial strain have made it impossible for me to maintain this contract.Given these circumstances, I respectfully request the immediate cancellation of my timeshare contract. I appreciate your prompt attention to this matter and look forward to your confirmation.Thank you for your understanding.Sincerely,***************************

  

  Business Response

  Date: 07/30/2024

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

  I am very sorry to hear about the loss of your husband. Please accept my condolences.

  I show that you have been an owner with us for a very long time and have had great success using your ownership.

  I show your ownership was closed in February of this year. If you need me to send you confirmation of your ownership being closed in writing, please let me know.

  Best regards, 

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

  Director, Customer Advocacy

   

   

• Initial Complaint

  Date:07/23/2024

  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 wish to bring to your attention an ongoing issue we have been battling with ****, a matter that has caused untold stress and frustration to our family. For several months, we have been attempting to exit our timeshare contract. We have remained patient, optimistic, and in good faith, brought our account completely up to date. This act of good faith was in the hope that the company would recognize our commitment and facilitate our reasonable request to exit the contract.However, the company has continued to deny us any form of exit from this contractual binding, offering no concrete reasons for this denial. Their only justification for this unfortunate decision has been a vague reference to their lack of obligation to provide an exit option. This response lacks empathy or any consideration for our circumstances and has left us feeling trapped and frustrated. We have been reduced to mere figures in their balance sheet, with our legitimate grievances and personal circumstances completely disregarded.

  

  Business Response

  Date: 07/30/2024

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

  I am sorry to hear about your frustration with your vacation ownership. I show you were originally fixed weeks owners with us and converted to a Platinum point ownership in 2014. I show you have had good usage of your owner benefits over your time with us. I do not show a prior escalation or a request to exit your ownership in your owner history. 

  Can you confirm for me if you have registered your interest in exiting your contract with our exit team? If you have not, i want to make sure you have their information. 

  Best regards, 

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

  Director, Customer Advocacy 

  Customer Answer

  Date: 09/03/2024

  Hutch, We have sent emails to your HVOmemberservices@vacationclub.com and exit.services@hyattvacationclub.com . One in May, one in June, and one in July, and we did not get a response to any of those emails. If they were invalid emails, we would assume they would have bounced back. We can forward them to your email if you need proof of the dates we sent them. It has been months and we are frustrated with the lack of response and effort to resolve this simple matter. Please let us know what needs to be done to close this account. Thank you, Complaint ID ********

  

  Business Response

  Date: 09/09/2024

  **************, 

  I appreciate the further information. I was able to verify with our Exit Team that you are registered as of 3.24.2024.  That is where you want to be. The team is working through their registered list and will reach out to you when they get to you on the list. You want to make sure all of your obligations are current. This includes your VOA Dues.

  You will want to pay your 2025 due in full when you get the invoice. If you enter into a payment plan, they will not see that, they will only see you have monies owed and bypass you when they get to you on the list.

  We do want you to use the time you have paid for; this includes if you pay for 2025. Using your time will not prevent you from getting an offer to exit from our Exit Team. 

  Please feel free to reach out to me if you have a question.

  Best regards,

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

  Director, Customer Advocacy

• Initial Complaint

  Date:07/20/2024

  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.

  With the recent move to Hyatt we have had a difficult time using our membership. Since the Pandemic, we have not been able to use our points as freely as we use to. The maintenance fees have gone up so much these past few years and we are not even able to use our membership. Recently, my credit card was compromised and I had to call ********* to close the account. During this time, a recurring payment was missed and I was charged a $253.50 fee as a late charge. When I called the resolution department, *************************** said she could only refund me 1/2 of the late fee. Even though my situation was out of my control and due to my CC being compromised she would not refund me the late fee. This is just one of multiple complaints I have had with this company. This is the 3rd complaint I have logged with BBB. We have ******* points that we can never use. The times I've tried to book our stays have been difficult and inventory has been unavailable for when we want to go. I have looked for rooms on the owner's lounge and seen that there is no availability. I have also gone to different sites and found rooms available. It seems like there is inventory but Hyatt is not letting members use the rooms and would rather sell them on other platforms. This is not only unethical but goes against the original contract that I signed over 10 years ago. I have emailed and called before but it is difficult to get a response in a timely manner.

  

  Business Response

  Date: 08/05/2024

  ******************.

  I am sorry to hear about your frustration. While I understand your card was compromised, we still have the issue of the late payment. I think our team did try to meet you halfway on that issue.

  We would like to assist you with using. You have been an owner with us for quite some time. I am happy to have a member of our ************** team contact you directly and assist you with using your owner benefits. Please let me know if you would like me to have someone contact you.

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 08/07/2024

  Again, the card was compromised and Citibank locked my account to generate a new account number.  Even though I have been a member for a long time, my situation was not understood and a late fee was still applied.  I understand your *** met us half way but the charge was exorbitant to begin with.  As of now, I have yet to hear from anyone from Hyatt to try to make this right. This is something we discussed years ago, The only time I do get a response is when I have to make a complaint through the BBB. 

   Using the system on the website shows I have very little options to use my points.  Yet when I go to different sites such as Expedia, TripAdvisor, etc.  I see plenty of inventory for non Hyatt members to use the facilities. This is not fair at all and the extremely minimal availability of inventory for use for members like myself was not in the original agreement we agreed to.  If there was a change in the contract when it comes to my ability to use points and availability of inventory, then I should have been notified in order for me to then agree upon the changes. Otherwise, this may mount to a breach of contract and as a minor remedy, I should at least get my money back.  

  Please have someone call me or email me so this can be resolved.  

  

  Business Response

  Date: 08/15/2024

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

  We do not have an option for a further reduction of the late fees charged. Yes, you may see inventory that is available to rent. That is not Platinum point inventory, unless an owner booked their time and put it up for rental. Your Platinum point ownership allows you to reserve into the inventory specifically set aside for our Platinum point owners under the rules of the program. That inventory is only for Platinum point owners.

  I am happy to have a member of our ************** team reach out to you directly to assist you with booking and vacation planning. Please let me know if that will work for you.

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 08/18/2024

  Please provide any documentation regarding rules of the platinum program you are referring to. When we signed up over 10 years ago, we were told that we would get premium availability. If this was changed, then we were sold a very expensive membership with very little benefits. Please have someone call me to help me understand why this would not be a breach of contract on your end.  

  Again, no one has reached out to call me and I have said yes to both your offers to have a representative call me. 

  

  Business Response

  Date: 08/28/2024

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

  Your access to the Platinum Point Program resorts using your Platinum owner benefits has not changed. You have a 15-month booking window to reserve a full week stay at any of the resorts within the program. The point values for your stays are still the same. The difference in point cost is dictated by the length of your stay, the days of the week and the villa size. This has never changed. I have asked a member of our team to reach out to you directly to assist with usage.

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 08/30/2024

  I continue to wait from someone from your team to contact us.  The issue is not what we can get for our points.  The issue is there is no inventory using your system.  I have gone months in advance to book and there is no inventory.  If I were to use other sites like Expedia or trip advisor, there is plenty of availability.  We were told that owners get preferential treatment when we first purchased 10 years ago. This is not the case anymore.  We did not have problems booking weekends before but now, there are only weekdays available for the entire rest of 2024.  Again, please have someone from your team call us.