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Resort

Universal Luxury Resorts

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/21/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Dear *********** am writing to file a formal complaint against Universal Luxury Resort Vacations Packages, a company that I believe has scammed me out of $350.00.On 03/18/2023, I was contacted by a representative from Universal Luxury Resort Vacations Packages, who offered me a vacation package that seemed legitimate and enticing. I was led to believe that I was purchasing an exclusive vacation deal, but after making the payment of $350.00, I have received no further information or services, and my attempts to contact the company have gone unanswered.Despite following all the instructions provided by their representative and fulfilling my payment obligations, I have not received any vacation packages, documentation, or confirmation from the company. I have also attempted to contact the company through their phone number and email address, but I have yet to receive any response.I believe that I have been the victim of a fraudulent scheme and request your assistance in investigating this matter. I would appreciate any help you can provide in facilitating a resolution or obtaining a refund.Please let me know if you need any additional information from my side to proceed with this complaint. I am hopeful that through your resources, we can hold this company accountable for its actions and prevent other individuals from falling victim to this scam.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,****** ********* ***********************

  • Initial Complaint

    Date:12/26/2024

    Type:Product Issues
    Status:
    Unanswered
    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 purchased a package for hotel and resort stays on February 12 2024 $535 on my **** I have the receipt as well as phone numbers. I call an emailed and d I try to book for trip to ******** and they wont answer. I had one response through email but there is no follow up. They wont book me and I paid for 3 different passages. I have been trying to do this since October. Below is the email. Dear VIP Guest, Thank you for choosing to book your future vacation with Universal Luxury Resorts. We hope that you enjoy the experience of booking our promotional offer. Online catalogue can be viewed at the link provided: ************************************** ATTACHMENT INCLUDED: Details of receipt of purchase, vacation offer and terms of the offer. Universal Luxury Resorts Toll Free: ************** Fax: ************ Hours of Operations: Monday thru Friday 10a to 5p, Fridays 10a to 4p EST ******************************

  • Initial Complaint

    Date:11/17/2024

    Type:Product Issues
    Status:
    Unanswered
    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 purchased a vacation packages and have been having a horrible experience with Universal Luxury Resort.Our original package was $535.00, my customer ID is **************** booked our first vacation with their representative ****** *****, on 5/16/24 and paid an additional $508.30. I received a confirmation email of our request with a booking request confirmation #************. The trip was planned for November 2024.Not hearing anything from the hotel, I called Universal Luxury *********************** to confirm. Left several messages and when I did talk to one of their representatives, they promised they would investigate and call me back on several occasions . No calls back.Finally, I spoke to a Universal Luxury *************** on 8/22/24, who confirmed our request was never sent to the hotel and that that hotel was no longer available. **** promised she would look into other options for our travel. We are retired so we were flexible, and she was to call us back the following Wednesday. No call back. And, no response to my call back requests messages.I have left several messages at Universal Luxury Resort non-answered customer service line in the past weeks. No call ******** this point, I feel like I have been scammed out of $1043.30. I did write an email to Universal Luxury Resort.a few weeks back with the info above and never received an answer.

  • Initial Complaint

    Date:10/17/2024

    Type:Product Issues
    Status:
    Unanswered
    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 purchased a package from Universal Luxury Resorts for $499.00 on July 17, 2023. The package was for 2 vacations for 2 to any of their listed properties within the next 3 years. I called and booked one on 10 July of this year. Since then I have been reassigned to a temporary post overseas for 7 months beginning in Jan of 25. I have tried emailing the email addresses I have and their customer service email address. I have heard nothing. I am seeking a refund of the $499 I paid and also the additional $398 for resort fees. When I call the number on their website and on the emails they sent I get no answer or a recording for med alert braclets.

  • Initial Complaint

    Date:09/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Purchased a vacation package from Universal Luxury resorts in the amount of $400 March *******. Have been trying to contact them since and have not had anyone ever answer the phone. There is no VM to leave a message.

  • Initial Complaint

    Date:08/26/2024

    Type:Product Issues
    Status:
    Unanswered
    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 purchased the package for 2 overseas vacations and one domestic vacation for $400. My first choice was to book an all-inclusive vacation to ****. When booking I was charged an additional $383.93 for the cost of the 4th traveler being a *************************************************** within 30 days of my trip with more details. When that resort contacted me they told me it would be an additional $1500 for various expenses, to which I did not agree. I called universal back and my customer service agent **** (nicest lady ever) rebooked me into another resort that she had personally stayed at before, but the increase for that would be an additional $499, which I paid. The week before our vacation I had no contact from the resort yet. TWO DAYS before we were to check in I was told that "something happened on our end. and your reservation never went through". I had to scramble and make my own reservation, pay out of pocket for my trip because we already spent $2k on plane tickets for travel. I was reassured by **** I would receive a FULL REFUND for ALL THE MONEY I SPENT because it was their mistake my reservation was not confirmed. I have never received a ***** back. What is worse, I disputed the charges with *********** and Universal Luxury Resorts confirmed the charges stating I didn't cancel in time. I have sent no less than 20 emails, Call multiple times a day, every day, and nobody ever answers the phone, and nobody responds to my emails. I finally received an email from **** more than two months after my failed vacation confirming that I would receive a full refund. It has been another 90+ days, no responses, no refund. Do not do business with these crooks!

  • Initial Complaint

    Date:05/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 had purchased a vacation package and paid the resort fees. Between the package and the fees I spent $1737.98. Before we were able to go my wife was diagnosed with an aggressive form of breast cancer. I asked for a refund, and they still haven't issue it after 6 months. I also contacted the resort to see if there was anything they could do and I was informed that no reservation was ever even made for me. They won't return my calls, emails or texts nor will they refund my money.

  • Initial Complaint

    Date:04/10/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    On Saturday April 8 I got a phone call from someone saying they are ************* offering a deal on booking vacations for Hilton rewards members. I agreed to hear the offer. I was transferred to a guy named *******************. He offered me 2 vacations for $350 he never said he was not ****** he kept calling himself ******. He also told me they were NOT A TIMESHARE. Since they werent a timeshare and I like ************** agreed to the offer and was charged immediately. 48 hrs later I receive an email with a link to universal luxury vacations welcoming me to the program I was shocked I looked up the properties and they were definitely not ****** then I read the rules and it stated I had to attend a VIP sales pitch for each of my vacations or pay full price for my vacation. Sounds like a timeshare to me! They lied and lied again. I immediately attempted to reach them after getting the email vial their online chat person requesting a full refund immediately the person who told me they will forward to the sales person who will call within 24 hours. The next day I called and left a voicemail requesting immediate refund! Still no one has called and no one has refunded the money.

  • Initial Complaint

    Date:04/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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 was called on 3/14 for regarding a vacation package I asked many questions and bought the package. I asked if I needed to sign anything or review and hey said they told me everything and took down my credit card. I called the the next day when I received the packe and asked about incorrect lies that the rep stated as well as several items they did not disclose and asked for a refund. I left several messes and the last personwould not give me a refund just additional vactions which I did ot want. I called another ************* and she advised me that there were a lot of people saying false things and were recently let go and my rep that sold it RyanKing was one of them. **** advised me ****** was spposed to teview the calls but in fact he advised me to contact my sales rep and should have known he was fired for lying to customers. ******************* stated he does not review calls when that is what he does

  • Initial Complaint

    Date:04/01/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    This letter is to file a complaint against Universal Luxury Resorts concerning a vacation package I purchased on February 6, 2024, for $350.

    Misrepresentation During Sales Call:

    During the initial sales call, I was specifically interested in a package suitable for single travelers. However, upon reviewing the terms and conditions, which were not presented during the sales process, I discovered significant discrepancies:

    Limited Options for Single Travelers: Over half of the advertised vacation options are restricted to couples, rendering the package unsuitable for my needs.
    Mandatory Showcase: The terms mention a mandatory showcase attendance, which contradicts the information provided during the sales call.

    Attempts to Resolve with Company:

    I have attempted to reach Universal Luxury Resorts via phone and email to address these discrepancies but have not received a response (see attached files).

    Request for BBB Intervention:

    While the terms and conditions may state non-refundability, I believe the significant misrepresentation of the package during the sales call constitutes a violation of fair business practices.

    For your reference, I have attached the following documents:

    Email correspondence with the company
    Original terms and conditions of the vacation package

    I kindly request the BBB's assistance in mediating a fair resolution with Universal Luxury Resorts. I would appreciate a full refund of $350 for this misrepresented vacation package.

    Thank you for your time and attention to this matter.

    Sincerely,

    ******

Universal Luxury Resorts is NOT a BBB Accredited Business.

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