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

  
• 

  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:07/09/2024

  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 first purchased it in 2009 and through the years we have received some benefit to our ownership. Although I would argue that the expectations that were set forth in the sales presentation were not what we received. We pushed through attempting to utilize the benefits when possible, however our ownership became more and more of a liability. I was forced to buy out my timeshare early just to make amendments which I found out later was unnecessary. The most recent trips have been completely unacceptable with stained carpets and furniture, unclean rooms and it was obvious there were no standards. My biggest complaint has been the maintenance fees. While I understand and expect small increases, mine have doubled without explanation or reason. I have recently attempted to bring my concerns to them directly, but was promptly treated as an inconvenience and then ignored. I have been attempting to communicate with **** in good faith, but my good faith has not been reciprocated. I just want out.

  

  Business Response

  Date: 07/12/2024

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

  Please reach out to me when you have a chance. I just left you a message. I have some questions in regard to how everything should be titled. It appears in one program under your name and in another possibly a previously married name. 

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 07/15/2024

  To Whom it May ***************** this time, I am choosing to reject the business decision, but will continue in good faith to speak with ******************. I have significant concerns about the status as well as the clerical information that is listed for my ownership as I worked diligently to resolve it and it should be in the records of all the updated information. I spent months making sure that my ex husband was removed and now to find out it may not have been updated is alarming. If the company wishes to reach out via email I am available as well ********************** I have reached out to exit services, but continued to get an automated response and still have been unable to communicate directly with an individual concerning my ownership. 

  

  Business Response

  Date: 07/24/2024

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

  I just left you a voicemail. Please reach out to me when you have a chance. I want to make sure the information you expect to be listed is listed.

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  Date:07/09/2024

  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.

  My wife and I purchased a timeshare from *************************************************** in **************, ** in 1993. It cost roughly $13,000, in time payments, plus an obligation to pay yearly maintenance fees at that time totaling about $400 annually. In the beginning, we were able to use the timeshare a few times. As part of the pitch from the salespeople, we were told that we were buying an "investment" in our family's future. None of this turned out to be true. When I raised the issue of possibly not being able to use the timeshare every year, that was immediately countered with claims that we could lease out "our week" and make money on it. Again, not true.We were pressured into buying, with claims that this was a "one time" offer, "one day only". As we soon learned, attempting to "trade" our timeshare week for weeks at other resorts was virtually impossible. The resorts we were interested in were almost NEVER available! We were even told by **** that, to achieve a trade, we might need to book out as many as 18 months in advance! At the time, with my wife's and boy's schedules, it was just impossible.Through the years, I tried to wrangle my wife's and boy's schedules to plan a summer vacation each year, only to meet with disappointing results year after year.My wife passed away in 2010, and my boys, now grown, are off on their own lives. As a senior widower, I am now on a fixed income with no interest in the timeshare or the trades that it supposedly offered me. I really need to cancel this timeshare!When I look at the number of disappointments not to mention the thousands spent on fees and the initial purchase, I cannot understand why the **** organization cannot simply alleviate me of this dreaded burden!I began contacting **** in November of ***************************** disposing of this timeshare. I was shunted around to various departments ironically named ***** Services" though they repeatedly told me there were no "exit options" available to me.

  

  Business Response

  Date: 07/23/2024

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

  I understand you would like to exit your Desert Oasis deeded week contract. We do not currently have an exit path available to you. I do have you on my list of elevated owners and previously gave you my word that when a path opens for you to apply to exit, I will reach out to you directly to make sure you have a chance to apply to exit. 

  Our team is working to get an agreed upon exit option in place, and we expect to have one in the near future.

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

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 08/08/2024

  August 5, 2024
  
   
  
  In reference to Complaint ID ********
  
   
  
  ********************************,
  
   
  
  I am reaching out regarding complaint ID ********. I would like to request that this complaint be reopened, as it has not yet been resolved. I don't understand why the complaint was "closed" by you without any sort of satisfactory conclusion?  You advised me that I only need respond to you if I received correspondence from ****/Hyatt which I NEVER did, other than the response you forwarded to me.
  
   
  
  I appreciate Hutch responding to me but his response is just more of the same and I feel that I am being punished for something that I have absolutely no control over. ***** claims that they expect to have an option for me to exit in the near future, but it's a stock response that he has given me multiple times.  Clearly I am unable to rely on his word or that of ****/Hyatt.
  
   
  
  In February, I was advised by Hutch that the ownership is controlled by the Bureau of Indian Affairs, and that ****/Hyatt and the *** are "renegotiating". He advised at that time it would be "6-8 weeks" before he heard back and that I was "4th in line". Later in April, I was advised that they are working on a "process" with the *** and another party to get approval of an organizational name change so that they can process Desert Oasis Deeded Week owners for exit.
  
   
  
  We are now in August, 6 months since he promised resolution in 6 weeks, and 4 months since he erroneously stated that resolution was near, and NOTHING has been done. What happened to the other "3 in line" waiting for cancellation?  You surely realize that this is the virtual definition of "corporate run-around" and should be grounds for disciplining ****/Hyatt by your organization, at the very least!
  
   
  
  I fail to understand why I must wait for them to negotiate with anyone when that situation has nothing to do with me! Why am I not allowed to simply relinquish this ownership to ****/Hyatt or to the ***, and let them deal with everything else on their end? Regardless of what the outcome of their negotiations are, I do not want this ownership, no matter what its name is!
  
   
  
  This ownership is an increasing burden on me and my fixed retirement budget.  I was only able to use the ownership a few times decades ago and honestly this ownership has never been even close to what was promised to me. It has long since become unfeasible for me to utilize it at all, as my wife has passed away and my children are grown and long since moved away.  I'm 78 and no longer travel and feel that I am being harassed by this rogue corporation just sending my form letters! I have been forced to stop paying their monthly fees because of budgetary constraints, and throwing ****** away each month to add to the thousands spent on this worthless timeshare had become impossible. Will I be getting a refund for the fees I have paid, since they have been "negotiating" all this time?
  
   
  
  I need this taken care of as soon as possible and I am frustrated by their lack of assistance. To live up to your name, surely there is something you can do to pressure ****/Hyatt, a member of your organization, to do the right thing?
  
   
  
  Sincerely,
  
   
  
  "4th in line"
  
  *************************
  
   

  

  Business Response

  Date: 08/15/2024

  ******************, 

  There is not a way to have you removed from the ownership contract until the process is approved and in place. As I have stated previously, once I know that path is open, I will reach out to you directly to make sure you have the option to exit your Desert Oasis deeded week contract.

  Best regards,

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

  Director, Customer Advocacy

  Customer Answer

  Date: 08/23/2024

  I am rejecting the company's response to my complaint.

  Please understand that the company gave me a 6-8 week timeline in April for resolution of this matter.  They don't give any projected time for resolution now. It is unacceptable because it doesnt solve anything. I am being penalized for logistical issues that are entirely beyond my control, leaving me tied to something I am trying to simply RETURN to the company.

  I want to relinquish all obligations and ties to your companyhowever it may be framedso that I can free myself from this ongoing absurdity. The situation has persisted for far too long without resolution, and any decisions made between your company and the *** have absolutely nothing to do with me. I do not wish to maintain a relationship with this company, as I cannot afford this burden.

  I am being punished for something I have zero control over and I am sick of this!  It seems that your company is focusing only on draining me of all the money that they can, rather than providing real assistance. I am trapped and frustrated with all of this. I shouldnt have to wait for your company to work whatever it needs to out with the ***. I need to surrender this property to you and be done with this! Get executive leadership involved. The time for waiting is over and action must be taken. You have told me for many months that you would reach out to me when there is an option available. It feels that your company isnt looking for options. 

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

  
  

• Initial Complaint

  Date:07/04/2024

  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.

  My wife ****** and I were acquiring timeshare points from a parent and are also owners of a biennial timeshare contract. We met with ****, tour ID ********, who told us, that to combine the points from these two contracts into one, we 1) needed to buy more points to make this happen, and 2) that we would have an *** insider (****) whod coordinate with ***** Services to merge the passed-down parent-owned timeshare points to our *** account. ****** and I purchased ******* additional points from the *** to have the contracts merged and to obtain the benefits of ******* points and reduced maintenance fees through combined contracts.**** and manager ***************** assured ****** and me, given their experience, that 45 days would be sufficient for the transfer to occur and the accounts to be merged by ***. ****** and I provided documentation to **** who would pass on the docs to ***** Services and were on our way with expectations to enjoy the future perks of ******* combined timeshare points.After the contract was signed none of the above promises occurred. ***** Services received parent-to-child notarized transfer authorization, but the other documents given to ************** found in their file and the transfer request was rejected. The transfer request package had to be resubmitted by ****** again with all documents including those previously given to **** for promised forwarding and guiding the merger. The transfer of the timeshare account from parent to child was successful after the second submission.We now have two separate contracts (******* points and ******* points). We will be billed separately for maintenance fees for each contract, resulting in higher fees paid vs having one contract. **** called us in May, his solution is for us to buy more timeshare points, and this will make the contract merger happen. Please combine the points for the promised *******-points contract so we may receive what was promised in exchange for remuneration to ***, ****, and ***.

  

  Business Response

  Date: 07/11/2024

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

  I am connecting with our team on this. I am not sure what the disconnect is as far as the contract merge. We definitely want you in one single contract.

  I will reach out to you directly with an update once I have one. I need to understand if we have to have you both sign a new contract representing both of the current active contracts. 

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  Date:06/27/2024

  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 have reached out about canceling our agreement, but the company has informed us that there are no current options available and that we have been placed on a waiting list. We would like options now instead of waiting. Our timeshare is fully paid off, yet **** Resorts refuses to allow us to hand it back. This situation feels like a lifelong sentence, causing us immense stress as we age and approach retirement. We are deeply concerned about our ability to pay the ever-increasing fees and worry that our children might be burdened with this unwanted obligation in the future It is unfair that we have been stuck with this timeshare for almost 20 years. We were promised that annual fees would remain consistent, yet they have more than doubled since our initial purchase. We also inquired about a buy-back program as a safety net in case we were unhappy with the resort. At that time, we were assured that trusted partner companies would provide various options. However, when we reached out years later, we were informed that no such program exists and were advised to explore third-party companies to sell our weeks. We have expended significant funds to post the resort and attempt to sell it, but these efforts have been fruitless. We feel trapped and drained by this company.

  

  Business Response

  Date: 07/02/2024

  ****************, 

  First and foremost, thank you for being an owner with us for over 18 years.

  Your complaint makes it sound as though you have registered with our exit team. Can you confirm this for me. If you have, that is where you want to be. We do not have a secondary option for exiting your ownership contract. The exit team will reach out to the registered owners when the developer is looking to re-acquire inventory. They review the need on a consistent basis.

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

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 08/06/2024

  Yes, we have been in touch with ****************** who has registered our interest. What is the expected timeframe for options to be available? Are there fees associated with exiting our ownership? Who will we receive updates from? Will they be reaching out to us by phone or email? 

  

  Business Response

  Date: 08/14/2024

  ****************, 

  The exit team is an email only team. They will reach out to you via email with an offer to exit when they get to your spot on the list of registered owners. The email will give a defined timeframe to respond to the offer and will contain your Platinum point contract number in the body of the email as a reference. I do not know when they will reach out to you. I do know the team is operating. 

  I do show you registered as of 5/6/2024.

  We want you to use the time you have paid for and using your time will not affect your opportunity to receive an offer to exit your ownership. 

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

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 08/20/2024

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

• Initial Complaint

  Date:06/25/2024

  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.

  Im heartbroken. This company has done nothing but take advantage of me from the start. They lied to me about being able to bring my dog with me, they lied about the fees, and they lied about how easy it was going to be to use this timeshare. I keep getting phone calls regarding my missed payments, now portrayed as urgent matters about my account setup. I paid until the beginning of this year, with taking care of my mother now and all of her bills, I could not keep up with the monthly payment, and considering that I told them this in the beginning, they shouldn't be surprised. I have not answered any calls and will continue to ignore them. ******************** told me that since I no longer am making payments, the only viable way for this ownership to cancel is by way of default. He is not responding to any of my emails (if he does it takes months to hear back from him). No one else was willing to address specific issues that I brought up. With that being said, ******************** also was unable to provide action being taken towards my claims. No one wants to investigate what I was told, but instead, refers me back to the paperwork that no one took the time to review with me. Had I known the statements made by the salesperson were fake, I would have walked away immediately. What a sad situation. I want them to tell me when I will be receiving a cancellation document from my default. Id appreciate a quick response given the circumstances. Ive been dealing with trying to push the company to make changes for over a year now with no success. They dont care because change would mean their loss of protection, customers, and money. Makes me sick.

  

  Business Response

  Date: 06/28/2024

  ******************, 

  We have discussed your desire to exit your ownership contract. We do not have a cancel on demand option for your ownership contract. As I stated previously, we are more than happy to help you with the usage of your ownership and to connect you with our ********************** team to see what they may be able to do to assist you with vacation planning at pet friendly resorts. 

  I have previously sent you a copy of your Buyer's Acknowledgment of Representations, which was signed and initialed by you when you made your purchase. Item 15 clearly defines the pet limitations at our Platinum Point Program resort locations. This information is also reviewed with you verbally when you made your purchase. 

  We want to assist you with the usage of your owner benefits for vacation travel, we do not have an option for you to simply terminate your ownership contract on demand. 

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

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  Date:06/24/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get rid of this timeshare since my divorce in 2011. I had fallen so far behind in debt and they still refused to cancel or buy back my ownership. I can not continue, I have recently been retired and I am on a fixed income. Before this was a hyatt ownership I was able to get an entire week stay and now I'm lucky if I can get 2 nights. I am charged maintenance dues year after for which are just about a thousand dollars for 2 nights. Which means that I did not sign up for this, this is not what I purchased and I will not be forced to buy more and have them take any more of my money. They are thief's. I don't want a refund I just want this canceled.

  

  Business Response

  Date: 06/28/2024

  *********************************, 

  I am sorry to hear you are frustrated with your ownership. I show you have had consistent usage. Yes, your maintenance fees have gone up. the point values for stays at our Platinum Point Program resort locations are still the same they have not changed. 

  Can you tell me if you have been in contact with our exit services team in regard to your desire to exit your ownership. If you have not been in contact with them, I would like to send you their information.

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 06/28/2024

  yes I have been in contact with them and there is no options to exit ownership. I have used the timeshare since I've been stationed in ******** while serving I'm the military, but since being retired my income is fixed and cannot afford maintenance dues anymore. The availability for my time is not sufficient for week long stay like it was before it became hyatt vacations. I am lucky if I get 2 days stay for my family with the current point I have. You are keeping me hostage and forcing me to pay. 

• Initial Complaint

  Date:06/21/2024

  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.

  The original presentation was exhausting and far past the hour we were told that it would take, however that is the least of our complaints. Less than 24 hours after we signed up, we immediately went to the office to cancel. It became immediate that what we were sold and what we were getting was not the same. We were advised at the office that we could not cancel and that we have to write a letter. On 9/16/16 we wrote a letter to rescind as directed by the management team at the office. A month later we received a letter confirming receipt, however advising us that my contract did not have an option to cancel. We felt stuck. We attempted to just use it, but as we already knew the benefits of ownership were far more costly and it became a complete liability. The increase of the maintenance fees became the final straw. We were completely scammed and from the beginning wanted out. We have recently been attempting to communicate directly, however we have been offered zero assistance.

  

  Business Response

  Date: 06/28/2024

  ******************, 

  I am sorry to hear you are frustrated with your vacation ownership. I show you have had consistent usage of your vacationing benefits since 2017.

  Can you confirm for me if you have registered your interest in exiting with our exit services team? if you have not, I can send you the information needed to register with them. 

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  Date:06/17/2024

  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 reached out directly to the company, but I have been given the complete run around on who to contact or ignored. My original ownership is with **** Resorts, however it seems as though it is under Hyatt which is under Marriott, but none of them are able to assist. My ownership has become a significant liability and the outrageous fees and lack of benefits are something I can no longer continue. I have attempted to contact all contacts listed on my paperwork, but have been ignored. I am looking to communicate in good faith to cancel my ownership.

  

  Business Response

  Date: 06/24/2024

  **********************,
  
  I am sorry to hear you are frustrated. I will email you the information to register with our exit team.
  
  I show you have had usage in 2021 and 2022. The last contact you had with our ***** Services team was in July of 2022, which centered around questions regarding the World of Hyatt. We would like to help you with the usage of your owner benefits. I am happy to have a member of our ***** Services team reach out to you directly, if that is something you are amenable to. You can let me know via return email.
  
  Best regards,
  
  ********************
  
  Director, Customer Advocacy

  Customer Answer

  Date: 06/24/2024

  BBB Rejection-
  ******************,
  
  Thank you for taking time and giving our situation some needed attention. At this time, we are taking your advice and replying back to the email directly, however we are choosing to reject the business decision at this time. Although we remain hopeful that we are able to reach a resolution, our concern has been the lack of communication. Our correspondence from July of 22 left us more questions than were answered. Also  we have received communication from this year and our emails sent on 03/04, 04/01, and 05/21 have all been ignored. 
  
  **** and *****************************

  

  Business Response

  Date: 07/02/2024

  Mr. & ***********************, 

  If you are registered with the exit team that is where you want to be. Your owner obligations are current, please keep them current to make sure you get an offer to exit when the exit team gets to your spot on the list. If you obligations are non current they will bypass you and go to the next person on the list. 

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

  Best regards, 

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

  Director, Customer Advocacy

   

• Initial Complaint

  Date:05/30/2024

  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.

  BBB-We urgently require your assistance to cancel our timeshare with Hyatt. Since purchasing it, our circumstances have taken a toll on our home life. Financially, we are struggling due to my fixed income and the increasing costs of essentials like food, medical care, and housing, along with day-to-day expenses. Both my wife and I are dealing with health issues - I am battling cancer, heart problems, and diabetes, while my wife is coping with circulatory problems, diabetes, and rheumatoid arthritis. Adding to our difficulties, we are unable to use the timeshare as we please. We are exhausted by the false promises made about booking stays at ****** Resort. Our only wish is to free ourselves from this predicament. Can you help us?

  

  Business Response

  Date: 06/06/2024

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

  I am sorry to hear about the health struggles you and your wife are having. When reviewing your owner history I do show notes and questions about trying to exit your ownership. I did respond to your prior exit request and did not hear back from you.

  Can you let me know if you have registered your interest in exiting with our exit team. I want to make sure you are registered with that team. They are operating and will reach out to our registered owners, based upon business need, when looking to reacquire inventory. 

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  Date:05/21/2024

  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.

  My husband and I have paid that awful company over $70,000 for absolutely nothing in return, not to mention the enormous maintenance fees that have risen to $4,600 yearly and keep rising. Paying almost $5,000 right at the beginning of the year is a hardship. Right after the holidays, that is a big chunk of money to not be able to vacation. In 8 years we have only been able to book 1 trip using our points. We have ******* points and still do not have enough to travel where or when we want. Hyatt pulls on your heart strings, promises the world, and makes you believe that upgrading your points is the one and only choice to get the most out of the timeshare. Hyatt does not care about their owners. Period. Even though we have paid the timeshare loan in full and were always on time paying their high yearly fees, Hyatt denies allowing us to cancel. They claim the company has no exit option or hardship program, but also revealed that exit options are at the discretion of the company and can change at any time. If that is the case, then Hyatt has full control and the freedom to decide what should be done in a particular situation. They are choosing to deny us even though they have the power to cancel us whenever they feel like it. This just proves that Hyatt only cares about our money and doesn't care that the company misled and deceived us. They hounded us to attend an "owner update" to go over how to use our points more effectively, but when we got there, we NEVER went over any sort of "help." Instead, it was half a day of persuading us to upgrade our points to get the most out of our timeshare. No one ever explained how to actually use the points we already had. It's an vicious cycle of no availability to book, fruitless meetings in hopes of fixing the issues, offers for 3-night stays to show "new" options, and ending with more money lost and nothing worthy gained. We trusted this company with thousands of dollars and they betrayed us.

  

  Business Response

  Date: 05/31/2024

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

  I am sorry to hear you are frustrated with your ownership. I show you have had 3 stays at our resorts, 2 at ************** and 1 at the ****. You have additionally used your owner benefit for another 5 vacations using your exchange benefits. Your owner notes do not show any questions or requests about usage since 2022. 

  Your VOA Dues for 2024 were $3,783.00. That is a significant amount of money. Our team can assist you with breaking those payment out over time, if needed. The size of your ownership gives you a number of excellent vacationing options. Our ***** Services team can help you with the best practices for the effective use of your Platinum points to maximize your vacationing opportunities. 

  We do not have a cancel on demand option for your ownership contract. I understand that is a point of frustration. The exit team works off of a registered list and will reach out to those listed owners when the developer is looking to re-acquire inventory. The need for inventory is reviewed on a consistent basis. If you have registered with the exit team, that is where you want to be. You always have the option of selling your ownership to a third party. 

  Again I apologize for your frustration. You have a number of fantastic vacationing options available to you. Your ownership currently shows ********* Platinum points available for usage. Please allow our ***** Services team to help you use your time you have paid for, while you want for an offer to exit from our exit team.

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 06/05/2024

  The amount of times we have stayed is not worth the over $70,000 we have paid you. You have an exit team so why not allow me to exit the timeshare? We have no interest in vacationing with you anymore. Just return our money and cancel this ownership.

  

  Business Response

  Date: 06/14/2024

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

  We are more than happy to help you with using your owner benefits for vacation travel. We do not have a cancel on demand option for your ownership contract and we will not be refunding you any monies paid toward your owner obligations. 

  You have had good success with using your ownership in the past and your owner history shows you really haven't tried to use your vacation ownership over the past 2 years. You have a number of excellent options for usage, including converting your Platinum points into World of Hyatt points to use within the World of Hyatt Program.

  If you have registered with our exit team, that is where you want to be. They will reach out to you when they get to your spot on the exit list. Your owner obligations do need to be paid in full to receive an offer to exit your ownership.

  We do want you to use the time you have paid for, while you wait for an offer to exit. Our ***** Services team can assist you with the looking into all the options you have for using your vacation ownership benefits to find something that works for you. 

  If you need the exit team information, please let me know.

  Best regards,

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

  Director, Customer Advocacy

   

  Customer Answer

  Date: 06/18/2024

  Yes, please send me the exit team information.
  
  
  Thank you.