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:03/20/2025

  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.

  I'm requesting to cancel my Palace Elite membership and receive a full refund due to deceptive sales tactics and misrepresentation during the presentation on September 30, 2024, at Sunrise Resort in ********* family was invited to a short presentation promising $500 resort credit. Instead, it became a high-pressure sales session lasting nearly the entire day. The representative, ****, convinced us with misleading promises: flexible travel with no restrictions, no hidden fees, and rental options that would offset costs. After signing, we discovered travel was restricted by availability, required months of advance booking, and numerous hidden fees appeared, including maintenance and reservation charges.The sales team wasn't clear about financing, never mentioned credit checks, and immediately charged a $16,710 down payment without fully explaining the terms. This unexpected cost caused significant financial stress for my family, now made worse by upcoming monthly payments of $650.Had we known the truth about hidden fees, restrictive booking policies, and unrealistic rental promises, we would never have agreed to the membership. Given these misleading practices, I respectfully ask for the immediate cancellation of my membership and a refund of the $16,710 paid.Thank you for your help.

  Business Response

  Date: 03/21/2025

  Estimado Afiliado

   

  Dear Member

   

  Caro Associado

   

  Gracias por contactarnos. Procesamos cada mensaje de correo electrnico en el orden en que se recibe.

   

  Nuestro Horario de atencin es de lunes a viernes de 8 a 20 hrs. sbados y ******** de 9 a 14 hrs.

   

  Thank you for contact us. We process each e-mail message in  the

  order it is received.

   

  Our service hours are Monday to Fridays from 8 a.m. to 8 p.m.,  Saturdays & Sundays from 9 a.m. to 2 p.m.

   

  Obrigado por sua correspondncia. Processamos cada mensagem de e-mail na ordem em que so recebidas.

   

  Nosso horrio de atendimento  de segunda a sexta-feira, das 8h00 s 20h00, sbados e ********, das 9h00 s 14h00.

   

  Please include the following information in your e-mail to provide you a better service:

  Name of Member and Membership number.

   

  Por favor incluya la siguiente informacin en su correo electrnico para brindarle un mejor servicio:

  Nombre del Afiliado y nmero afiliacin.

   

  Por favor, inclua as seguintes informaes em seu e-mail para fornecer a voc um ****** melhor:

  Nome do Associado e nmero de Associao.

   

  If your request is for RESERVATIONS. Please enter at       ******************************

   

  Si su solicitud es para RESERVAS. Por favor ingrese en     ******************************

   

  Se o seu pedido for para RESERVAS. Por favor entre em  ******************************

   

  or call at / llame al /Ligue para:

   

  Telfono Directo - Residentes en Mxico Direct Phone for Mexico Residents:	************	Telfono Directo fuera de Mxico Phone outside ******	************
  Nmero gratuito Toll Free USA & ******	**************	Nmero gratuito Toll Free **************:	0-(800)-056-3528
  Toll Free Argentina:	**************	Toll Free ******:	****************
  Toll Free Venezuela:	**************	Toll Free Colombia:	0-**************

   

   

  Si su solicitud es de TRANSPORTE TERRESTRE Aeropuerto- Resort-Aeropuerto. Comunquese a los siguientes correos electrnicos:

   

  If your request is for GROUND TRANSPORTATION Airport- Resort-Airport. Please contact at the following e-mails:

   

  Se o seu pedido for para TRANSPORTE TERRESTRE Aeroporto-Resort-Aeroporto. Entre em contato nos seguintes e-mails:

   

   

  SitioWeb/Website/SiteWeb	*****************.**************************
  ParaAfiliadosDiamante/DiamondMembers	*******************************************************************************************************************************************************************************
  Cancun	**************************************************************************************************************************************************************************************************
  Cozumel	***********************************************************************************************************************************************************************************************************************
  MoonPalace*******	******************************************************************************************************************************************************************************************************
  LeBlanc Cabos	******************************************************************************************************************************************************************************************************

   

  Atentamente

   

  Sincerely

   

  Atenciosamente

   

  Member Services

   

  Palace Elite

• Initial Complaint

  Date:09/20/2024

  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.

  I signed a membership contract for ********* under high pressure on April 3, 2024 at ********************* while I was on vacation in ******. I realized they were scammers by reading the reviews and I emailed them on April ****** to cancel the membership. On April 22, 2024 (16 days after I first contacted this company) ******************* *******, who works for them as an account manager sent me an email stating that he already had my membership inactive until a resolution. I told him that I wanted my $600.00 down payment refunded since under the law I had five (5) days to cancel the membership and I canceled it in three (3) days. I have been in communication with him by email and by phone since then and they have not refunded my money yet. I have been waiting for five months. I want to clarify that this company is the same as ************** and Palace Elite which all belong to The Palace Company. They are also the same as the former *************************** with licensed #******* previously located in *****, ******* which is currently inactive and changed her name to PR Global Reservations because of so many complains in BBB. They just use a lot of names to deceive and confuse. I want my $600.00 immediately refunded to the original method of payment.

• Initial Complaint

  Date:09/18/2024

  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.

  I signed a membership contract for ********* under high pressure on April 3, 2024 at The Moon Palace hotel while I was on vacation in ******. I realized they were scammers by reading the reviews and I emailed them on April ****** to cancel the membership. On April 22, 2024 (16 days after I first contacted this company) ******************* *******, who works for them as an account manager sent me an email stating that he already had my membership inactive until a resolution. I told him I wanted my $600.00 down payment refunded since under the law I had five (5) days to cancel the membership and I canceled it in three (3) days. I have been in communication with him by email and by phone since then and they have not refunded my money yet. I have been waiting for five months. I want to clarify that this company is the same as Palace Resorts and Palace Elite which all belong to The Palace Company. They are also the same as the former ******************* Company with licensed #******* located in ************* which is currently inactive and changed her name to PR Global Reservations because of so many complains in BBB. They just use a lot of names to deceive and confuse. I want my $600.00 immediately refunded to the original method of payment.

• Initial Complaint

  Date:09/17/2024

  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.

  While I was on vacation in ******, I signed a contract with Palace Elite on April 3, 2024 and I gave $600.00 down payment. When I started reading the reviews about this company I realized it was a scam and I canceled the contract by email on April 6, 2024, since I knew I had 5 days to cancel it under law. I sent several emails until I finally received an answer from ***************************************** on April 26 (20 days after my first email) and he said that he was in charged of my case. I told him I wanted my $600.00 refunded to the original credit card. Since then, I have sent several emails, I even spoke to him by phone, he keeps giving me excuses and they have not refunded my $600.00 down payment. It have been 5 months and no answer. I want my $600.00 refunded to my original credit card.

• Initial Complaint

  Date:08/23/2024

  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 friend and I (with a baby 1y 11mo), checked in on August 17th at Moon Palace ************ for our stay (August 17th through 22nd). When my friend attempted to make a spa reservation, she was offered a free Moon Palace Grand day pass if we went for a 90 minute presentation. We took the offer thinking it wasnt a big deal but then they asked us to bring out credit cards and IDs. They explained that they wanted to make sure we had a credit card company that was participating in heir promotion event. Our nightmare started when we went next day for a presentation where during almost 6 hours the sales agent was forcing us to buy a membership. We kept refusing saying it wasnt for us and the money they asked, 37K in the beginning, wasnt in our budget. We told the sales agent ******* that we want to leave and she bluntly said no. I had a crying baby in my arms and I just left the room where they were keeping us because my baby hasnt eaten since 9am (when the presentation started) and it was close to 2pm at the time when I have decided to leave. My friend started in the room trying to get back our IDs and credit cards that they have taken from us earlier. She had been forced to sign a Palace Elite membership contract for 8K before they let her leave. They very next day we asked member services for cancellation and they never even responded to us. We are filing a dispute with our bank at the moment because no one from the Palace Resort has returned our emails. Sales representative ******* stopped answering our messages after we were forced to sign the contract. Our vacation that we paid 2.5K was completely ruined. We were so stressed and feeling humiliated and taken advantage of. We have traveled around the world and only in Moon Palace Mexico had such a terrible experience. BEAWARE OF THIS RESORT. What they have to offer is not worth the trouble. There are multiple people who have been through the same exact situation and multiple groups on *********

• Initial Complaint

  Date:08/22/2024

  Type:Order 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.

  1.Misrepresentation of Offer: Unfulfilled promise of a free four-day all-inclusive stay at Moon Palace for four people.2.Misleading Information About Commitment: Incorrect information about the timeshare not being a lifetime commitment.3.Lack of Guidance on Selling Weeks: Insufficient instructions or contact information to sell the allocated weeks.4.Inadequate Incentives: Incentives that only benefited two people and required upfront payments, impractical for a family of four.5.Uncompetitive Referrals: Referral pricing is more expensive than booking independently, making it difficult to refer others.6.Unjust $50 Cancellation Fee: Imposing a cancellation fee not indicated in the original contract due to deceptive practices.