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:02/25/2025

  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.

  I arrived last night and requested 1st floor due to injury and fact I could NOT go up stairs. I was told there was no way to accommodate me. I was charged for hotel hold. I attempted to check room... the vestibule area is dark and not safe for older person unable to walk up stairs safely. I had to drive to pick up a family member to assist with a bag. I contacted ******* who my vacation pkg was with ******* instructed me to get a manager information and they booked another hotel that was willing to accommodate my needs with 1st floor or elevator. I go back to CHECK OUT within 1.5 hours of check in and then they tell me they will try to move around reservations.... I ALREADY REQUESTED THIS AT CHECK IN.... I guess they didn't want to accommodate... I politely told him (name I have omitted from review) I was already checked into another hotel because of their inability to accommodate my physical condition. I asked for receipt of check out and manager name. He said they will check room and gave me the email to the manager. I have yet to see refund of my deposit or hear from anyone. I advise that NO ONE STAY HERE this is a way to keep $ with an establishment that is not accommodating of physical inability to walk up stairs and to keep money for entire *************** I will be contacting my credit card company

  Business Response

  Date: 03/19/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to the complaint submitted by our guest ******** ******* regarding their recent experience. We sincerely regret that the guest felt their needs were not accommodated to their satisfaction.
  Upon learning of the guest's concerns, we took immediate steps to address the situation. While we strive to accommodate all guest requests, room availability may sometimes limit our options. We understand the importance of accessible accommodations, and we regret any inconvenience caused.
  In response to this matter, we have processed a full refund for the guest's three-night stay and the associated resort fee. Additionally, we have responded to both reviews left by the guest on the reviewing platform, expressing our sincere apologies and detailing the actions taken to resolve the matter and have spoken to Ms. ******************** value guest feedback as it helps us identify areas for improvement. Our management team has also reviewed this situation to reinforce our commitment to guest satisfaction and ensure our team members are equipped to handle similar requests more effectively in the future.
  Thank you once again for bringing this matter to our attention. Please let us know if you require any additional information.
  Sincerely, ******* ******

  Business Response

  Date: 03/19/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to the complaint submitted by our guest ******** ******* regarding their recent experience. We sincerely regret that the guest felt their needs were not accommodated to their satisfaction.
  Upon learning of the guest's concerns, we took immediate steps to address the situation. While we strive to accommodate all guest requests, room availability may sometimes limit our options. We understand the importance of accessible accommodations, and we regret any inconvenience caused.
  In response to this matter, we have processed a full refund for the guest's three-night stay and the associated resort fee. Additionally, we have responded to both reviews left by the guest on the reviewing platform, expressing our sincere apologies and detailing the actions taken to resolve the matter and spoken to Ms. ************** value guest feedback as it helps us identify areas for improvement. Our management team has also reviewed this situation to reinforce our commitment to guest satisfaction and ensure our team members are equipped to handle similar requests more effectively in the future.
  Thank you once again for bringing this matter to our attention. Please let us know if you require any additional information.
  Sincerely, ******* ******

• Initial Complaint

  Date:01/26/2024

  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 rented two different suites from the legacy resort in ********* ******* on December 29. With the request for the two suites to be close together, at least in the same building. Keeping in mind that we had an 82-year-old so we need a walk-in shower. Preferably the bottom floor because we had children. And I would preferred adjoining rooms. When we got to the facility The suites were in two different buildings. The shower was a tub made into a shower tub. And the 82 year old good not climb the stairs into the tub climb the stairs out of the tub safely. I brought this information to the front desk and asked to be moved to a different rooms. The rooms were dirty. The fold out couches were dirty , the linens on them were dirty. I had to ask three times to get clean linens just to make the bedrooms so that we could sleep in them. The shower tubs had hairs in them from previous renters. The curtains wouldnt close all the way.And because nothing was done. I checked with not one employee, but two employees about checking out the next day and finding a place to go that would better suit my needs. One of which was a manager on duty a female with blonde hair. I asked to speak to the manager three different times. His name is ******. And ****** never called me. I gave him my cell phone number and our room numbers. And I just got a bill from my **** for the resort. Theyre charging me the whole price as if I was there at for the whole week. When I was only there for one night. The blonde manager told me each night would be 170 somebody dollars per suite. Plus the resort fees which I completely understood.I tried to talk to the company and ** getting the runaround. I am waiting now for a regional manager ************************* to call me back.

  Customer Answer

  Date: 02/10/2024

  My receipt shirt clearly shows a roll in shower was on the agreement

• Initial Complaint

  Date:11/13/2023

  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 entered into a timeshare transaction with Legacy Vacation Resorts and Paid the Account balance in full in Sept 2018! Ever since I have paid my HOA faithfully without missing a payment!Currenly, I have a credit balance of ($2,385.58), due to bi-weekly deductions that I have allowed to accumulate without thought. And to this date, the amount accumulated is in excess of the next two HOA payments that would be due for **** and ****(which are not currently due).I have run into a hardship, and sought the Legacy Vacation Resorts HOA to return my OVERPAYMENTS, as 2023 is PAID IN FULL, and **** & **** are not due at this time!To my SHOCK and utter disbelief, Legacy Vacation Resorts HOA REFUSES TO REFUND MY OVERPAYMENT! it is my money and I never expected that this company would ROB ME as to be so desperate to WITHHOLD money THAT DOES NOT BELONG TO THEM!I then requested to end my membership, and return my funds, for which I was still told that they would keep my OVERPAYMENT into the HOA!!!I have been in communication with Legacy Vacation Resorts about this issue since August 2023, and my request has gone as far as ******************** (as I was told by a person representing HOA management)! The company has predatory business practices that take advantage of honest people! HAD I KNOWN THIS BEFORE BUYING IN, I WOULD NEVER HAVE DONE SO! I DONOT RECOMMEND ANY ONE BUY IN TO THIS PROPERTY! They are VERY LIMITED on vacation locations outside of *******, and the ONLY value is transferring your annual points into RCI, FOR WHICH THERE IS A FEE, AND ADDITIONAL FEES FOR USING RCI!!! THIS COMPANY IS A RIPOFF!!!

• Initial Complaint

  Date:04/10/2023

  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.

  My name is ******** *******. I was a guest at Legacy Vacation Resort from March 26, 2023 - April 2, 2023. I received a free week long stay via certificate with Endless Vacation Rentals/ RCI. Upon check in I was informed of all the amenities, rules, and how much of a deposit would be required from me for incidentals. I gave permission for my card to be charged $100 as a deposit for my stay. On April 1st I received a text saying that I could choose express check out and check out via text the following day. So, on April 2nd when it came time to check out I sent a quick text and received confirmation that all was taken care of. At this point my security deposit had been released as promised and all was good. Approximately an hour later I received an email with my final check out receipt with some resort charges totaling $83.93, a credit for $83.93 and a $0 guest balance. Now, up until this point there had been no mention to me from Legacy about resort fees. So I assumed that because I had received this free week stay, that the charges and subsequent credit was all part of the arrangement for the free stay. On Monday April 3rd, the day after I checked out, I was surprised to find a charge for the resort fees on my card. At no point during my stay was I told I would be responsible for those fees, nor did I consent that my card be charged for those fees. Upon speaking on the phone to Tiffany and Veronica from the front desk, I was informed that all guests are responsible for these fees and that my confirmation email would have mentioned them. I let them know that my confirmation email only made a quick reference to the possibility of multiple fees including resort, cleaning, additional taxes, etc, but it never exclusively said that I would be responsible for them. Veronica then informed me that this is all explained to guests upon check out and would usually come out of the security deposit. I again let her know that I was not informed, that my text back just said I was good to go. That is when Veronica told me that express check out doesn't have that conversation with guests, only when checking out in the front desk. At this point there is nothing Veronica can do and she refers me to Claude the Manager. It took me a couple days to get a hold of Claude but when I did I just heard more of the same. After explaining to him the whole situation he said he was sorry and that he would use it as a training moment to speak with the front desk staff and make sure guests are better informed and that he would find out why the resort fees did not come out of my deposit but rather a separate charge and he would get back to me. I waited a couple more days and then I called to speak to Claude again. This time around his demeanor was quite stern. He again told me I was responsible for the fees like everyone else and that because they were not able to get my permission to deduct the fees from my deposit, due to the express check out, that is why it was a separate charge. At this point I informed Claude that Legacy never received permission from me to charge my card at any point and again I was never made aware of these charges. Furthermore, I have a receipt that says I left with a zero balance, a receipt that makes no mention of a payment for these charges from my card. I requested a full refund of the charges. After much back and forth, Claude offered to refund half the charges. I refused to settle for half since I never gave permission for the charge in the first place. This felt like an exasperated attempt to finish the conversation. Quite frankly, I was very offended by his condescending tone and phrases like, "if that's what you believe" or "well, that's your theory." At the end of the day the facts stand as this, I was not informed I was responsible for the resort fees, at no point during the check in or check out process was I told about the resort fees, at no point did I give consent to have my card charged for these resort fees. Given these facts, the charge was an unauthorized charge and requires an immediate full refund in the amount of $83.93. I would appreciate that this matter be taken care of asap.

• Initial Complaint

  Date:07/27/2022

  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.

  Horrible experience. Was lied to at the beginning. Suppose to have a 2 bd ed suite was lied to. Then offered hotel style had bugs. Then went back paid 59.99 upgrade fee and then got 1 room with couch. Then air conditioner didn't work. Went back . And was told maintaince would come. Well that was 2 hours. Then maple said no charge at all for you. Then when checked out the next day. Phillip apologize and I can give me a 2 bed suite now and I said no. He also said I would not be charged at all. And next time 4 free stays
  Well then while waiting on maintenance. Went to bar bartender refuses to make my drink over or a refund so I also want my 16.04 back. And your security guard guy. Tried to sell me marijuana. Worst place ever. Please refund59.99 plus 16.04 thanks *****