Complaints

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:05/03/2025

  Type:Product 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.

  I am writing to formally lodge a complaint against the Playa Collection, operated by Teatree International, LLC, regarding a membership I purchased under what I believe to be deceptive and misleading sales practices. Despite multiple attempts to request a refund, the company has failed to provide a satisfactory resolution.On February 14, 2025, while on a trip to ******, I attended a sales presentation for the Playa Collection. During this presentation, the sales representatives explicitly assured me that the membership was not a timeshare. They described it as a flexible and affordable way to book vacations, offering extensive availability with no significant restrictions. Based on these assurances, I agreed to purchase the membership for $19,950,with an initial down payment of $3537.50.However, upon reviewing the contract terms and attempting to utilize the membership, I discovered that the Playa Collection operates in a manner similar to a traditional timeshare. It offers limited availabilityespecially for popular destinations and datesand imposes numerous restrictions on booking. These limitations contradict the representations made during the sales pitch and significantly diminish the value and usability of the membership.Key Issues:1.Misrepresentation: I was clearly told that the Playa Collection was not a timeshare and would offer flexible booking options. In reality, the product exhibits the same constraints commonly associated with timeshares, including limited availability and restricted scheduling.This misrepresentation was a key factor in my decision to purchase the membership, and I believe I was misled into entering a contractual agreement under false pretenses.I am requesting a full refund of all payments made. While we received a partial refund of $2695.50, we are still owed $845. I hope to resolve this matter amicably and promptly, but I reserve the right to escalate this complaint to consumer protection agencies or pursue legal avenues.

  Business Response

  Date: 05/19/2025

  Dear BBB,

  Teatree International LLC (TTI)appreciates the opportunity to respond to this matter and provide clarification regarding the facts of the case, as well as our proposed resolution.
  

  Background and Factual Summary:
  The complainants became members of The Playa Collection on February 14, 2025, affiliating under the Superior Tier. A 15% down payment was made at the time of affiliation, and an administrative fee was collected.
  

  On February 18, 2025, the members contacted *** to request a rescission of the affiliation, citing unforeseen circumstancesnot due to dissatisfaction with the product or sales presentation.
  

  After several good-faith efforts to preserve the relationship, the membership was formally rescinded on February 26, 2025. The rescission was handled in accordance with Clause 9 of the Membership Purchase Agreement, which outlines applicable deductions for administrative costs and services rendered.
  

  An initial retained amount of $995 USD was applied. However, after further discussions, during which the members expressed dissatisfaction and threatened legal escalation, *** reduced the retained amount to $845 USD, which includes:
  $545 USD Administrative Fee
  $300 USD TPC Money (a benefit included with the membership)
  

  It is important to note that the Release & Waiver (R&W) documentrequired to complete the rescission processhas not been signed by the claimants, despite multiple follow-up requests. Nevertheless, the refund, less the deductions disclosed above, was diligently processed.
  

  On March 21, 2025, *** received a charge dispute notification for $300 USD, followed by a second notification on March 25, 2025, for $545 USD, both initiated by the claimants through their financial institution. *** responded promptly and submitted the necessary supporting documentation. Both disputes were resolved in **** favor, in alignment with the terms of the Membership Purchase Agreement.
  

  Clarification Regarding the Alleged Misrepresentation:
  The claimants allege that the membership was misrepresented as not being similar to a timeshare. However,this contradicts the documented affiliation process and product disclosures. The Playa Collection membership differs materially from traditional timeshares, which typically involve ownership of a fixed unit or specific week. In contrast, *** membership offers flexible access to a network of participating resorts, with no ownership obligations or fixed dates.
  

  **** Promotions team is trained to clearly communicate these distinctions, and our agreements, benefits, and usage policies were disclosed and accepted at the time of affiliation.Nonetheless, *** acknowledged the request for rescission shortly after purchase and acted to resolve the matter amicably and in good faith.
  

  Proposed Resolution:
  *** remains committed to closing this case respectfully and professionally. We agree to proceed with the refund of the remaining $845.00as previously adjustedonce the members sign the standard Release & Waiver form. This document is essential to formalize the rescission and ensure mutual release of further claims.
  

  Next Steps:
  Upon receipt of the signed Release & Waiver, the final $845.00 refund will be processed to conclude this matter.
  - The Release & Waiver document will be promptly re-sent to the claimants for their review and signature.
  - We trust this proposed resolution is fair and satisfactory, and we remain available to work toward a swift and respectful closure.
  

  Sincerely,
  Teatree International LLC

  Customer Answer

  Date: 05/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Although we have signed the documents that we were asked to sign, we still have not been refunded the amount owed.  We look forward to hearing back from Tea Tree Intl on when we can expect this money.  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While on vacation in ******* last year in Sep 2024, my wife and I purchased a travel package through the Playa Collection (operating as Teatree International LLC). During the sales presentation, the term "benefit" was said to include allowing us to leverage our Hilton Diamond Membership when booking through their platform so we could still collect hotel points through ******. We travel with them often, and that was a non-negotiable for us. We were assured that was the case. When we asked for the definition of the term "benefit" in the contract language prior to signing, we were told that term included the benefits we discussed earlier (ie: leveraging our Hilton Diamond Membership to collect points). We asked the question because that term was not listed in the definitions section of the contract like other terms were.We tested the feature out for the first time in Oct 2024 while heading on a trip to a non-profit event in **********. We made the reservation through the platform. When we arrived at the hotel, we were told that we could not receive the points because we booked the reservation through a third party (Playa Collection). Even worse, we would not be entitled to our Hilton Diamond Benefits either because of booking through a third party. The trip wound up costing us more than if we would have booked through the site as normal.When I called up Playa Collection at the conclusion of my trip, a customer service representative informed me that getting points through ****** wasn't a part of the program. I was very upset and proceeded to request a contract cancellation according to Section 9 due to a breach of contract from ********. Since that initial request, the issue has not been addressed. I had to cancel my credit card because the company refused to cancel my membership. They continue to harass me on a weekly basis to collect money, but it's been greater than 60 days since I made my request and my membership still isn't cancelled.

  Business Response

  Date: 03/27/2025

  Teatree International LLC (Teatree) appreciates the opportunity to address the concerns raised by Mr. ******* in relation to BBB Complaint ID: ********.
  It is Teatree's understanding that Mr. ******** claim pertains to Hilton Honors points accumulation through The Playa Collection membership program. It is important to clarify that the core benefit of The Playa Collection membership is access to exclusive resort discounts, special on-site benefits, Reward Nights, personalized services, and external providers travel platforms to extend travel options for its members, none of which are tied to Hilton Honors or its loyalty program.
  Teatree operates strictly in accordance with the signed contract, which does not include any reference to Hilton Honors points or its benefits.
  Teatree made several attempts to address this misunderstanding and to highlight the broader value of the membership. Despite these efforts, Mr. ******* insisted on canceling his membership and disputed the charges with his credit card company,which were later resolved in Teatrees favor.
  Proposed Resolution: Given that there has been no breach of contract, Teatree is offering the following resolution as a goodwill gesture:
  Cancellation of Membership
  Partial Refund, retaining 50% of the payments made to date.
  Teatree believes this resolution is fair and aligned with our commitment to customer satisfaction while respecting the terms outlined in the membership agreement.
  Teatree hopes this resolution will address Mr. ******** concerns and bring a mutually agreeable conclusion to this matter. Teatree remains committed to resolving the dispute and continuing to work with Mr. ******* in accordance with the membership's terms and conditions.
  Please do not hesitate to contact us if further information is required.
  Sincerely,

• Initial Complaint

  Date:11/08/2024

  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.

  Subject: Complaint Against Playa Collection Request for Assistance with Contract Cancellation and Refund Due to Misrepresentation Dear Better Business Bureau,I am writing to file a formal complaint against the Playa Collection (operated by Teatree International, LLC) regarding a membership I purchased under what I believe to be deceptive and misleading sales practices. Despite multiple attempts to cancel and request a refund, the company has failed to provide a satisfactory resolution, leaving me with an unwanted and costly membership.On September 20, 2024, I attended a sales presentation for the Playa Collection while on a trip to *******. During this presentation, I was assured by the sales representatives that the membership was not a timeshare and would offer a flexible, affordable means of booking vacations with extensive availability and no restrictions. Based on these assurances, I agreed to purchase the membership at a cost of $22,500, with an initial down payment of $3,375.Upon reviewing the terms of the contract, as well as attempting to utilize the membership, I discovered that the Playa Collection operates similarly to a timeshare, with limited availability and significant restrictions on booking. This contradicts the promises made during the sales presentation and has rendered the membership far less valuable and useful than represented.1. Misrepresentation: I was explicitly told that the Playa Collection was not a timeshare and would provide flexible booking options. However, I found that it functions similarly to a traditional timeshare, with limited availability for popular destinations and dates.

  Business Response

  Date: 11/20/2024

  Dear Ms.********,

  Thank you for reaching out. We value your feedback and appreciate the opportunity to provide clarity regarding your membership with The Playa Collection.
  

  1. Difference Between Membership Program and Timeshare
  The Playa Collection membership is a membership program and not a timeshare. Timeshares generally involve ownership of or a license to use a specific or floating unit for the acquired interval which may be one or more weeks; our membership provides access to a wide range of participating resorts, without restriction to specific dates or locations but subject to availability. Our team is trained to communicate these distinctions accurately, and we are ready to assist you in navigating and benefitting from the flexibility your membership provides.
  

  2. Booking Terms and Availability
  While there are no restrictions for booking at participating resorts with the members discount, bookings are subject to availability, particularly during peak seasons, as is the case with every travel product. We recommend booking in advance for high-demand dates to increase the likelihood of securing your preferred travel dates and accommodations. Our team is available to support you in planning and maximizing your membership experience.
  

  3. Reward Nights
  Reward Nights are a complimentary benefit provided upon joining and come with specific terms outlined in the certificate. These gifted nights may have certain restrictions which apply solely to the Reward Nights and not to regular discounted bookings under your membership.
  

  4. External Providers
  The Playa Collection offers services of third-party providers as additional optional benefits. These are managed independently by said third-party providers and are subject to their own terms and conditions. Members are free to use these options at their discretion.
  

  We value your membership and are here to help ensure that your experience aligns with the expectations at enrollment.  We look forward to helping you make the most of your membership. Please reach out at any time for further assistance through any of the below:
  

  - Toll-Free (US & ******): *****************
  - WhatsApp (messages): *****************
  - Email: *********************************************************
  

  Thank you again for your membership with The Playa Collection.
  

  Warm regards,

  Customer Answer

  Date: 11/20/2024

  Subject: Response to Business Reply Complaint ID ********
  
  
  Dear BBB and [Teatree International LLC / Playa Collection],
  
  
  Thank you for providing a response to my complaint. However, I find the response completely unsatisfactory, as it does not address the primary issues I raised about Teatree International LLCs deceptive and fraudulent business practices.
  
  
  1. Misrepresentation of the Membership Program
  
  
  The companys claim that the Playa Collection membership is not a timeshare is irrelevant. My complaint concerns the fraudulent misrepresentation and high-pressure tactics used during the sales process. The representatives presented this program as a flexible, hassle-free vacation solution, but the contract terms are restrictive, limiting, and contradictory to the promises made during the sales presentation.
  
  
  This misrepresentation renders the contract null and void under consumer protection laws. Furthermore, numerous other consumers have experienced the same deceptive tactics, as evidenced by complaints on both BBB and TripAdvisor.
  
  
  2. Refusal to Cancel and Harassment
  
  
  Teatree International LLC continues to refuse my repeated requests to cancel the membership, despite the fact that:
  The membership was obtained under false pretenses.
  The business is not licensed to operate as a travel or timeshare company in *******, as confirmed by the ********************************************************** (DBPR).
  The business does not pay taxes in ***************, *******, despite claiming to operate from that location.
  
  
  Instead of addressing these critical points, the business has chosen to send harassing emails demanding payment, which is causing me significant emotional distress.
  
  
  3. Lack of Accountability
  
  
  The companys response completely ignores the fraudulent nature of their operations. Teatree International LLC operates across multiple countries and has been accused of exploiting customers in destinations like ******* and ******, ******. These complaints show a consistent pattern of misconduct, including:
  Misleading tourists during high-pressure sales presentations.
  Refusing cancellation requests.
  Robbing customers of their deposits under false pretenses.
  
  
  My Resolution Request
  
  
  To resolve this matter, I demand:
  1.Immediate cancellation of the fraudulent membership.
  2.A full refund of my $3,375 deposit.
  3.A cessation of all further communications demanding payment.
  
  
  If these demands are not met, I will continue to escalate this matter with additional consumer protection agencies, including the ************************, the ************************ (***), and the ************************************ (****). I am also prepared to seek legal counsel to hold Teatree International LLC accountable for its actions.
  
  
  The companys unwillingness to address my valid concerns and rectify the situation only strengthens my resolve to expose their fraudulent practices.
  
  
  Sincerely,
  ***** Richards 
  ******************************

  
  
  

  
  

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22529131
  
  I am rejecting this response because:

   

  Subject: Response to Business Reply Complaint ID ********
  
  
  Dear BBB and [Teatree International LLC / Playa Collection],
  
  
  Thank you for providing a response to my complaint. However, I find the response completely unsatisfactory, as it does not address the primary issues I raised about Teatree International LLCs deceptive and fraudulent business practices.
  
  
  1. Misrepresentation of the Membership Program
  
  
  The companys claim that the Playa Collection membership is not a timeshare is irrelevant. My complaint concerns the fraudulent misrepresentation and high-pressure tactics used during the sales process. The representatives presented this program as a flexible, hassle-free vacation solution, but the contract terms are restrictive, limiting, and contradictory to the promises made during the sales presentation.
  
  
  This misrepresentation renders the contract null and void under consumer protection laws. Furthermore, numerous other consumers have experienced the same deceptive tactics, as evidenced by complaints on both BBB and TripAdvisor.
  
  
  2. Refusal to Cancel and Harassment
  
  
  Teatree International LLC continues to refuse my repeated requests to cancel the membership, despite the fact that:
  The membership was obtained under false pretenses.
  The business is not licensed to operate as a travel or timeshare company in *******, as confirmed by the ********************************************************** (DBPR).
  The business does not pay taxes in ***************, *******, despite claiming to operate from that location.
  
  
  Instead of addressing these critical points, the business has chosen to send harassing emails demanding payment, which is causing me significant emotional distress.
  
  
  3. Lack of Accountability
  
  
  The companys response completely ignores the fraudulent nature of their operations. Teatree International LLC operates across multiple countries and has been accused of exploiting customers in destinations like ******* and ******, ******. These complaints show a consistent pattern of misconduct, including:
  Misleading tourists during high-pressure sales presentations.
  Refusing cancellation requests.
  Robbing customers of their deposits under false pretenses.
  
  
  My Resolution Request
  
  
  To resolve this matter, I demand:
  1.Immediate cancellation of the fraudulent membership.
  2.A full refund of my $3,375 deposit.
  3.A cessation of all further communications demanding payment.
  
  
  If these demands are not met, I will continue to escalate this matter with additional consumer protection agencies, including the ************************, the ************************ (***), and the ************************************ (****). I am also prepared to seek legal counsel to hold Teatree International LLC accountable for its actions.
  
  
  The companys unwillingness to address my valid concerns and rectify the situation only strengthens my resolve to expose their fraudulent practices.
  
  
  Sincerely,
  ***** Richards 
  ******************************

  
  

  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/09/2024

  Dear Mrs. ************************************** has diligently responded to all communications and made good-faith efforts to address your concerns by highlighting the benefits and value of the Membership Program. Unfortunately, these efforts were met with negative responses.
  As a special accommodation of your request, the membership was canceled in our systems on November 30, 2024. A full refund of all payments you made has been authorized.
  

  To finalize this process, through an email from DocuSign, we have provided you with a Release & Waiver, which includes confirmation of the full refund. Once you sign and return the Release & Waiver, we will promptly process your refund and provide confirmation.
  
  Teatree remains committed to resolving this matter in good faith. Upon receipt of the signed Release & Waiver, your full refund will be processed immediately, and confirmation will be sent to you.
  This response underscores Teatrees commitment to maintaining transparency, addressing concerns promptly, and ensuring member satisfaction. We trust this response provides the clarity necessary to resolve this matter.
  

  Sincerely,

  Teatree International LLC

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22529131
  
  I am rejecting this response because: 
  
  
  Subject: Response to Teatree International LLCs Proposed Resolution
  
  
  Dear Better Business Bureau,
  
  
  Thank you for forwarding Teatree International LLCs response regarding my complaint. While I appreciate their acknowledgment of my request to cancel the membership and issue a full refund, I cannot accept the conditions attached to their proposed resolution.
  
  
  Teatree International LLC has requested that I sign a release and waiver, which includes a non-disparagement agreement (NDA) that infringes on my rights to share my truthful experience and advocate for my consumer rights. I will not sign any document that restricts my ability to speak freely about my experience, as it contradicts my First Amendment rights to freedom of speech.
  
  
  I have acted in good faith throughout this process and expect the same from Teatree International LLC. My demands remain as follows:
  1.Immediate Full Refund: I demand the return of my $3,920 without any conditions or limitations.
  2.Confirmation of Contract Cancellation: I expect a clear, binding statement confirming that my membership is canceled and that I owe no future obligations.
  3.Fair and Transparent Resolution: The refund process must not include any terms that infringe upon my rights or impose unnecessary restrictions.
  
  
  This matter has caused significant stress and inconvenience, and my only goal is to finalize this fairly and move forward. I urge Teatree International LLC to resolve this matter promptly and provide the refund as agreed, without any restrictions or additional terms.
  
  
  If this issue is not resolved to my satisfaction within the next 10 days, I will have no choice but to explore all legal options available to recover my funds and protect my rights, including filing a claim in small claims court and seeking damages for the stress and anxiety this ordeal has caused.
  
  
  I trust that Teatree International LLC will take this final opportunity to act in good faith.
  
  
  Thank you for your attention to this matter.
  
  
  Sincerely,
  ***** ********
  

• Initial Complaint

  Date:11/06/2024

  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.

  My family and I visited a resort in June 2024 in ***********, *******. We were told that my family of 3 could stay at the all-inclusive ************************ or *********************************** in *********** by purchasing this vacation package. This included a free 7 day stay and a personal concierge to assist with reservations. When trying to make the initial reservation, we find that 1) the concierge is very difficult to reach; 2) They now claim that only 2 people are covered by the agreement which would prevent our minor daughter from traveling with us; 3) The Hyatt Zilara **** **** is not included as we were initially told. I have paid a total of $8,327.37 to this predatory and misleading company, who I now find out has and F BBB rating. I have requested and they have refused cancellation and a refund of my money. I have not used their services and do not intend to do so. As a Senior, this has put my retirement at risk and I simply want my money back as they cannot provide the services they promised.

  Business Response

  Date: 11/20/2024

  Dear Mr.******,

  Thank you for reaching out to share your concerns. We appreciate the opportunity to address them and provide clarity regarding your membership with The Playa Collection.
  

  1. Reservation Assistance and Reward Nights Inclusions
  Your membership package includes Reward Nights for two adults; additional guests, such as family members, are often able to join at a member rate. We regret any misunderstanding about this benefit, as our team is trained to provide clear information about inclusions and options. We are happy to assist with the details of your membership to help you fully enjoy the available benefits.
  

  2. Cancellation and Refund Request
  The Playa Collection membership has a three-day cancellation period after the membership purchase as clearly set forth in the membership contract, after which the membership purchase price is generally non-refundable. While cancellations are limited outside this period,we are ready to work with you to maximize the benefits available to you under the terms of your membership.
  

  3. Considerations for Membership Value
  We recognize the importance of ensuring that your membership provides value in line with your expectations.Our team is prepared to assist you in making the most of your membership benefits based on your needs and preferences.
  

  Please dont hesitate to reach out to us at any of the contact options below for further assistance. We value your membership and are here to help ensure that your experience aligns with the expectations at enrollment.
  

  - Toll-Free (US & ******): *****************
  - WhatsApp (messages): *****************
  - Email: *********************************************************
  

  Thank you for being a valued member of The Playa Collection.
  

  Warm regards,

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22520269
  
  I am rejecting this response because: There is no mis-understanding of the benefits provided and I did request cancellation within the required period.  I am only open to discussing a full refund as I have not used any benefits and do not intend to so, given the dishonest nature of this business.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/11/2024

  Dear Better Business Bureau,

  Teatree International LLC (Teatree)acknowledges the concerns raised by Mr. ****** ****** regarding his Membership with The Playa Collection (TPC) and appreciates the opportunity to respond.

  Addressing the Complaint
  Teatree takes all member feedback seriously and strives to address every concern in good faith. Mr. ******* concerns pertain to the cancellation of his Membership and his claim for a full refund of payments made. Teatree wishes to clarify the following:
  

  Membership and Terms:
  The Membership agreement signed by Mr. ****** includes Reward Nights as a welcome incentive, which are subject to specific Terms & Conditions outlined in the Reward Nights Certificate.These Terms, including destination limitations and redemption guidelines, were explained during the membership verification process. This process ensures members understand the benefits and terms of their Membership before signing the agreement.
  

  Cancellation Request:
  Teatree has made efforts to address Mr. ******* request for cancellation by proposing reasonable resolutions. As an exception, Teatree has also offered to extend the inclusion of a minor dependent in Reward Nights reservations, which aligns with his stated concerns.Unfortunately, Teatree has not received any response from Mr. ****** regarding this offer.
  

  Commitment to Resolution
  Teatree remains committed to resolving this matter amicably and encourages Mr. ****** to re-engage in communication to finalize the proposed resolution, or to work on a solution suitable for both parties.
  

  We trust this response provides the necessary clarity regarding this matter.
  

  Sincerely,
  

  Teatree International LLC

• Initial Complaint

  Date:10/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Amount Paid: $4,827 I am filing a complaint against Playas Collections, operating under Tea Tree International LLC, for deceptive practices regarding a travel membership. This occurred during our stay at ********************* from September 3 to 6, 2024. Despite attempts to cancel, Playas Collections has ignored us, delayed responses, and threatened legal action.Key Issues: 1. Deceptive Cancellation Terms: Sales staff assured us we could cancel at any time without penalty, which led us to sign the contract. However, the contract allows only a 3-day cancellation ******* Playas Collections delayed giving us account access until two weeks after signing, preventing cancellation within the grace ******* This delay seemed intended to stop members from discovering that membership benefits were misrepresented. 2. High-Pressure Sales: The sales presentation, expected to last 90 minutes, dragged on for hours. We were pressured into believing it was a once-in-a-lifetime offer, causing mental exhaustion, making it difficult to evaluate red flags during the process. 3. Misrepresentation of Membership Benefits: The promised 50% discounts on hotels were far less than advertised, with many dates blocked or unavailable. We found better deals through public platforms like Expedia and ***********, rendering the membership essentially worthless. 4. No Use of Services: Since signing a month ago, we havent used any membership services. We attempted to cancel immediately after realizing we were misled, but received no response until a few days ago.We also found that Tea Tree International LLC is not registered as a seller of travel in *******, raising legal concerns. Numerous other consumers have reported similar issues on forums and the BBB website, pointing to a longstanding pattern.We request a full refund and the cancellation of this contract, as the companys deceptive practices and misrepresentation have caused significant emotional and financial distress.

  Customer Answer

  Date: 10/09/2024

  We have the contract as well just havent attached it since we are not comfortable disclosing sensitive data. If it is absolutely necessary we can disclose it but want reassurance that this information will not be public and will be kept private.

  Customer Answer

  Date: 10/12/2024

  Added the contract and has all the information regarding the data we signed and all the parties involved.

  Customer Answer

  Date: 10/12/2024

  Email when we asked them to cancel the contract.

• Initial Complaint

  Date:04/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 were victims of predatory business practices by this company. We have used none of the services and have been trying to cancel by any means. The company says we can cancel, but they will not return all of our funds. We dont want this to happen to anyone else! The sales persons gloss over fine points of the contract and benefits. They made a lot of verbal promises that arent in writing. They did not let us review the contract prior to signing. It was not in written form, they had us sign on a computer screen-and conveniently hid the details they did not want us to see. For instance, the three day cancellation window and the requirements to claim your vouchers. This has been an awful experience altogether.

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date of transaction: 02/12/2024 Payed business sum of $5,870 for initial down payment and administrative fee Business committed to providing a vacation package, easy to use incentives. Dispute is that the incentives where not easy to use and the web site was confusing and difficult to navigate. Tried to cancel the membership for weeks but the company made it very difficult to do so. Now they have refused to refund the down payment and administrative fee stating it is not their policy to refund if I cancel after 3 working days after I signed the contract. A cancellation policy was never discussed when I and my girlfriend at the time was signing the contract. So instead of refunding my money they want us to continue with the membership

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was at a resort in July 2023. We were lured in to listen to people talk about the great opportunities my family of 5 could receive by purchasing this vacation package. Once we put the money down, I began to look on the *** website that the company "The Playa Collection" gives. I could not find any availability that they raved about in the presentation. On August 12 after searching for endless vacations to accommodate my family of 5, I could not find anything. I explained during the presentation that I have a daughter with special needs and I need one room; not two. Everything I looked at wanted my family to get two rooms. On August 12, I sent an email asking to terminate the contract. The Playa Collection refused. On February 1, 2024, The Playa Collection - *************************** ******* sent me an email regarding another one of their clients PERSONAL information. At this point, I was livid thinking of how my personal information can go to another person. At this time, I asked to be released from my contract and the reply was "Yes". However, ***** stated she could not give me my money back. We put $3,000 down and never used their product. We want our money back.

  Customer Answer

  Date: 02/21/2024

  Good morning. They sent me a letter to end the contract but they refuse to give us our money back. We have never used their products/ services.

  They also put us in collections but was taking monies out of our credit card.

  I will send the information.

  Customer Answer

  Date: 02/21/2024

  Good morning. They sent me a letter to end the contract but they refuse to give us our money back. We have never used their products/ services.

  They also put us in collections but was taking monies out of our credit card.

  I will send the information.

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date of transaction: 07/15/2022
  Payed business sum of $5,870 for initial down payment and administrative fee
  Business committed to providing a vacation package, easy to use incentives.
  Dispute is that the incentives where not easy to use and the web site was confusing and difficult to navigate. Tried to cancel the membership for weeks but the company made it very difficult to do so. Now they have refused to refund the down payment and administrative fee stating it is not their policy to refund if I cancel after 3 working days after I signed the contract. A cancellation policy was never discussed when I and my girlfriend at the time was signing the contract. So instead of refunding my money they want us to continue with the membership to get any value for the money they have already received. I don't understand a business that would want to keep a customer money and not provide value for it.