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:02/28/2024

  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 was contacted by Universal Luxury Resorts also known as VIP ****************** I purchased a vacation package that cost $400.00. Once I attempted to book my hotel stay, the hotel stated that they are not able to help me because my confirmation number was wrong. I once again gave them the confirmation number that was provided to me by Universal Luxury Resorts also known as VIP ****************** and still nothing. I contacted Universal Luxury Resorts also known as VIP ***************** and I was assured that I would receive a refund. It has been over two months, and I am still fighting to get my money back. This company does not operate with any shred of integrity, they continue to lie about a service that they NEVER intend on providing. Please do not do business with them, do not give them money, do not even waste your time speaking with them. Someone needs to stop the predatory practice of swindling people out of their hard-earned money!

  Business Response

  Date: 02/29/2024

  Guest lives in ****** with the military. Unfortunately this guest wanted to use the vacation offer in ****** in which resort does not allow residents to stay. We offered to change the vacation into another family members as they are transferable vacations, so it is within the terms of the offer that that can be done. The reason is the guest stated wanted to use this vacation for the family to visit. Since that suggestion was not what the guest wanted we refunded the guest on 2/28/2024 and has already received the funds back to his account, This complaint is unfair and invalid. 

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21361029
  
  I am rejecting this response because:

  It was only after numerous attempts made by me to get refunded or compensated that any action was taken.  The General Manager was highly argumentative and made numerous excuses.  It was not until I threatened to report to BBB and the ******* ************************* that he took action.  Ultimately, I am satisfied that I got my money back.  ******, the notion that my claim was unwarranted or unfair is baseless.  They are a predatory company that has severe issues with integrity and demonstrate a consistent failure with following through with what they promise thier customers.  I stand by my original complaint. 

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

• Initial Complaint

  Date:02/23/2024

  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.

  They are a scam company - Stay away - They use other company names to get customer's confidence. They use like big hotel chains names and try to sell hotel packages and ask you a credit card. They are doing illegal practice and use gmail as their business address. Don't give your credit card number to them. They use many fictitious business names like Universal Luxury Resorts and ********************** ************************************************* They are a scam company, Beware! They will try to undersell your a vacation package with lots of fine prints. ****** them under and check their BBB business rating with full of customer complaints.

  Business Response

  Date: 02/23/2024

  Ch / Guest was refunded directly with bank as charges were disputed and a full refund was issues. This complaint should be invalid. 

  Customer Answer

  Date: 02/23/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/14/2024

  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 received a call from *************** on 2/13 at 1:30,pm soliciting me to purchase vacation trips base on me being an Hilton member. They said I qualified for several discounts and they had a ********* special of receiving two vaccinations for the price of one. I was hesitant at first and I had lots of questions but he convinced me. After giving him my credit card information he then transferred me to someone who validated everything and said I would receive confirmation email within the hour. He also gave me number to call when I decided to book my vacation which I was given up to 4 years to use. When I never received the the confirmation email I got suspicious so I called the booking number ************ listed on their website and when I called it was a cell number with the message the subscriber couldn't be reached. Next I called the original number I was called from and it was the number to an insurance agent and after speaking with them and them not knowing anything about my purchase with Universal Luxury Resorts they advised that they must have cloned their number when they called me. I notified my credit card company to cancel.my card and will complete a fraud report tomorrow. It's awful how they scam people. I haven't read a good review on a person who actually booked a trip with universal luxury resort.

• Initial Complaint

  Date:02/01/2024

  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 was contacted my Universal Luxury Resorts AKA VIP ********* Services LLC who represented themselves as Hilton Vacations claiming that they knew I had stayed with ******************** previously. They presented an offer and based on the offer price I accepted the deal. I was careful to confirm that I wouldt have to sit through a presentation as a condition of the offer and they agreed 3 times since i had previously particpated in the ******************** presentation. Before providing payment, i confirmed a third time. I get the email and boom, it says that as a condition of the offer i would have to sit through a presentation. I immediatly emailed them and told them based on the fact that they falsified their offer I wanted to cancel. When i contacted them by phone the following day they claimed to have a process they would need to follow and would get back to me, they claimed to have recorded the call. I was never made aware that the call was recorded and based on MA law they never received my consent. I have since sent the charge to AMEX to dispute since they misrepresented themselves and their offer. I did try calling and was directed to *****, who was rude, and unwilling to provide his last name. He continues to claim that they have to follow a process, i asked to receive an emaill stating just that and after he asked why i was being so aggressive and rude, he put me on hold for 20+ minutes.

• Initial Complaint

  Date:11/28/2023

  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 answered a call from ************** which is a number that is similar to my cell phone number. The representative claimed that she was calling from Universal Luxury Resorts based in ******* and that she was offering me a vacation package. I informed her that her company was illegally spoofing the incoming phone number to deceive me into believing she was local to me. She then lied by claiming that they had an office in that ***************, which is a very small town. Finally, I am registered on the Do Not Call list, so this company, which I have no prior relationship with, is also violating the law by contacting me. In summary, a new business that is spoofing phone numbers and violating Do Not Call rules can't be trusted.

  Customer Answer

  Date: 11/28/2023

  The BBB indicates that this company is located in ********* (no physical address). However, their website lists neither an address nor city, only a phone number. Their website is relatively new as it was created in September 2022. Are they really on *******?

• Initial Complaint

  Date:11/21/2023

  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 recieved a call for a vacation package. The first caller passed my call on to a senior sales associate. He brought up that I was pre-qualified because of my travels with ******, which led me to believe they were a Hilton property or assiciated with ******, with whom I have had good experiences. I qualified that it was not a time share and continued the conversation. I was told I woud get 2 vacations, 1 for 4days and 3 nights anothe for 5 days 4 nights and could have as many as 6 travelers included for $428 total. I was never told the payment was non refundable, nor was I told to review the details of the contract on the website. I was told I would recieve the details attached to my confirmation email. When the email came, there were so many restrictions, the details of days an nights or # of rooms as not included and the last line says I have read and understand the entire terms and conditions which is impossible since I had not recieved the email nor was I referred to the website to review and agree to the details. I called immediately and asked for my money refunded because it is within the 3 day attorney review. I was refused.

  Customer Answer

  Date: 12/06/2023

  Dear ********************, 

  Thank you for the update. I have not heard from Universal Luxury Resorts regarding a resolution.  They have neither changed the contract to reflect details of what I am to recieve nor have they issued a refund.  Yesterday I began a dispute with my credit card company as well. 

  Thank you for your help and follow up. 

  Best wishes, 

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

• Initial Complaint

  Date:06/05/2023

  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 bought 3 vacation packages from this company for a total of $1,050.00. One for myself and 2 for 2 of my grandsons that are getting married. At the time of purchase I was told by Patti and others that I could book my vaca back to back, and I should give as much notice so I could be sure to get the dates I wanted. I received my confirmation email about 2 days after giving them my credit card number and being charged. I read the paper work and called Patti, she said they CAN book me back to back even thou they don't like that they would do it. So I felt ok about everything, I didn't think there would be any further problems. The airline is running a special so I called today 5/25/23 to book my vaca in december but now I'm told I can not book back to back. They tried to convince me to change what I wanted they would give me 8 nights for an extra $199.00 per person per night, I said NO that's not what the original agreement was. So I asked for a refund. They sent me thru 3 different people with various different options. At this point I know they can't be trusted and I demanded a full refund. The paperwork states refund within 30 days. I was clearly lied to about how the plan works, they told me whatever till the time was up to request a refund, now I'm out $1,050.00. I have lots to backup what I'm saying. Attached is only some of what I have. This email shows they tried to send me only 2 vaca on their original email and I had to correct them.
  
  3/16/23
  Mary G********,
  
  This is Wrong it only has 2 open vacations, I purchased 3 open vacations. Please correct as soon as possible and resend the data to me! Thanks.
  
  **** ** ****** 
  Please help me get my money back and I would put a black mark on this company they lie about everthing!
  Thank You! **** ** ****** ************