Complaints

This profile includes complaints for HV Global Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HV Global Group, Inc.

  7812 PALM PARKWAY Orlando, FL 32836

• 

  Hyatt Vacation Ownership

  915 Seaside Dr # 304 Sarasota, FL 34242-2575

• 

  Hyatt Vacation Ownership

  140 Fountain Pkwy N STE 570 Saint Petersburg, FL 33716-1274

• 

  Hyatt Vacation Ownership

  140 Fountain Pkwy N # 570 St Petersburg, FL 33716-1274

• 

  Hyatt Vacation Ownership

  11800 Coconut Plantation Dr Bonita Springs, FL 34134-7263

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:06/18/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

   
  Complaint: 23485361
  
  I am rejecting this response because:
  
  While I appreciate that Hyatt ************* has responded and plans to return, no actual repairs or solutions have been completed at this time. Im not able to accept the response until the issues are fully resolved. I will gladly update my complaint and reconsider once the work is finished.
  
  
  
  

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

  **, they simply told me that the phones were open and that I should have called. However, no alternate number or procedure was visible when I attempted to access their downed website. I was offered no flexibility or resolution, and each representative I spoke with told me I was out of luck.This response feels unfair and inconsistent with good customer service. I made a good-faith effort to communicate, and the technical failure on their part made it impossible to do so. I am requesting the return of my vacation points or a refund equivalent to the lost reservation due to their system failure and inadequate customer support.Please let me know how this complaint will be processed. I can provide further documentation if needed, including screenshots showing the website outage (if available) and call logs.

  Business Response

  Date: 06/27/2025

  Mr. ******,

  I appreciate you taking the time to talk to me over the past week. I am working with our ************** team to see if we can get an accommodation for you. I will circle back to you once I have a final outcome on this. 

  Please feel free to reach out to me with any questions.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

   
  
  Complaint: 23443597
  
  
  
  I am rejecting this response because: While I appreciate Mr. Farrell's response, I would like to keep this complaint open until I am able to connect with Mr. Farrell. I am worried that my communication may be ignored, I won't get answers, or that I will get the run around. I am currently out of town and would appreciate a call later next week.
  
  
  
  Sincerely,
  
  
  
  Edmund (dan) Morfordcouldnt travel during treatment. This left us with unused points that we had to "bank" by paying extra fees to avoid losing them. We tried something called Cruise Exchange to use the points, but it was very disappointing. It wasnt an exchange at all. Instead, we had to pay more than $1,700 on top of spending points. Later, I learned we could have booked the same cruise directly with the cruise line for less ******** feels like this program is designed to cost more and more while giving us less value. The rising costs, lack of transparency, and difficulty in using the service have made this timeshare impossible for us to keep.I am asking for your help to get this company to cancel my timeshare right away. I have tried to work this out with them, but they have ignored my efforts.

  Business Response

  Date: 06/10/2025

  Mr. Morford,

  I am sorry to read about your frustrations with your ownership and your concerns. 

  We did speak briefly on February 20th. You asked me to call you back. I have left you a number of messages over the past 90 days without a return call. The last message I left was on your voicemail yesterday.

  I am more than happy to adjust my schedule to make sure there is a time we can connect. Let me know when the best time is for me to reach you and I will contact you at that time. 

  Best regards,

  Hutch Farrell

  Director, Customer Advocacy. 

• Initial Complaint

  Date:06/06/2025

  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.

  Good afternoon, 

  My apologies.  I failed to notice the initial response send to be earlier this month.  I will complete the form and submit it on Monday June 16th.  

   

  Regards, 

  ******

  ntially non-transferable and hold little value outside their network.This experience has caused us considerable financial and emotional stress. We feel misled, unsupported, and deeply dissatisfied with the lack of transparency. It is now clear that this membership does not deliver on its promises and has become a source of ongoing hardship.We respectfully request the immediate cancellation of our timeshare agreement and relief from this obligation. We hope the BBB can assist in reaching a fair and ethical resolution.Thank you for your time and attention. Please contact us if further information is needed.Sincerely,****** & ******* *******

  Customer Answer

  Date: 06/16/2025

  Good afternoon. 

  I've uploaded the signed authorization form.  

  Thanks for all your help.  

  Business Response

  Date: 06/20/2025

  Mr. & Mrs. **************** am sorry to hear about your frustrations with your ownership. I show you have been owners with us since 2022, after initially being Auditions members.

  I understand the frustration in regard to usage. Your owner history does not show any contract with our ************** since 2022. The last contact you had with our team in regard to using your owner benefits was in April of 2022. We are more than happy to help you use your owner benefits for vacation travel. You have a number of excellent vacationing options available to you.

  We do not have a walk away or exit on demand option for your ownership contract. We do have an exit team. The parameters of participation in the exit team program require that you register and that all owner obligations are paid in full.

  Please feel free to reach out to me directly with any questions.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23433843
  
  I am rejecting this response because:
  

  Hutch *******,
  I request that Hyatt Vacations consider providing a cancellation option for my timeshare agreement. This request stems from significant misrepresentations and misinformation presented to me during the sales presentation, which directly influenced my decision to upgrade from a trial fixed-point allotment to a full timeshare agreement.
  During the presentation, I was assured of specific benefits and features that were key to my decision-making process. However, these assertions have proven inaccurate or untrue, leading to both frustration and a breach of trust. I would like to outline the issues as follows:

  Access to the "Expedia-like" Website.
  I was told I was unable to use this platform because I was an "owner." However, I later discovered this explanation was inaccurate, confusing my options for booking travel. Additionally, I was informed that *** was no longer an affiliate, which has rendered previously anticipated options unavailable.

  Exchange Network Promises
  It was highlighted during the presentation that ********************** would replace *** as the exchange network. ********************** was portrayed as vastly superior, with claims of better options and services. This depiction heavily influenced my decision to upgrade, but my experiences have not reflected these promised advantages.

  Hyatt's Acquisition of Welks
  The acquisition of Welks was presented as a significant opportunity that would grant "elite" status and, consequently, offer me priority access and lower exchange costs within **********************. These assurances played a pivotal role in my decision to proceed. Unfortunately, I have not seen these benefits materialize as described.

  Points Applicable to Maintenance Fees
  I was expressly told that booking travel through the "Expedia-like" website would allow me to earn points that could later be applied toward my maintenance fees. This feature was a key selling point for me, but it has turned out to be untrue.

  These misrepresentations, taken as a whole, led to my confidence in making a significant financial commitment. However, it is now clear that ownership under your program does not align with what was promised. Furthermore, the bills I have received, coupled with the difficulty I have faced in attempting to utilize the touted services, only reinforce the fact that my purchase decision was based on misleading information.

  Given these circumstances, I believe it is fair and appropriate to request a resolution in the form of a cancellation option for my timeshare agreement. These untruths and inaccuracies constitute a breach of trust and have caused undue stress and financial obligation for my household.

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

  Customer Answer

  Date: 06/24/2025

  Greetings, 

  Mr. ******** claim I haven't had contact with Hyatt since 2022 is false.  I have made multiple efforts to communicate with Hyatt regarding my cancellation request just in 2025. On February 10, 2025, I emailed ********************************** with a request for a full cancellation. While I received a response, it only contained information about the rental program and did not address my cancellation request in any capacity.  

  Subsequently, on March 12, 2025, I emailed ****************************************************** about the same matter. I received a reply with a link to my Owners Portal, which I used to formally submit my cancellation request. Ultimately, my request was denied.  

  These communications demonstrate that I actively reached out to Hyatt in 2025 to address this issue. I am happy to provide copies of these emails as evidence upon request to clarify the situation further. 

  Additionally, in an effort to see if I can actually make use of the program, I responded to a phone call claiming they can help me use the program in 2024 and went to an office at the resort in the ********* area.  This just turned out to be an agressive sales pitch to try and get me to upgrade.  

  I kindly ask that this matter be reviewed again, as the claim that I have not reached out since 2022 is inaccurate and misrepresents the effort I have consistently made to resolve this issue.

   

  Regards, 

  ******

  Customer Answer

  Date: 06/26/2025

  Greetings *** ******, 

  Per your request, I am forwarding the emails I sent to Hyatt Vacations Club. 
  *************************************************************************
  From: ****** ******* <****************************>
  Sent: Monday, February 10, 2025 6:41 PM
  To: MVW ******************** <**********************************************>
  Subject: [EXT] Request to Close our Timeshare Agreement
  
  Dear Hyatt ************* Team,  
  
  We are reaching out to formally request the cancellation of our timeshare agreement. Over time, weve tried to make the most of the program, but unfortunately, weve faced several challenges that have made it difficult to use effectively.  
  
  Despite numerous attempts, weve been unable to use our allocated points in a way that aligns with our travel plans. The exchange program hasnt worked out for us either, as weve found the pricing higher than booking directly with resorts. Similarly, the Expedia-like platform hasnt been a viable solution, and when we try to book travel through the program, the points never seem sufficient for the trips were interested in.  
  
  Given these ongoing difficulties, its clear this arrangement no longer fits our needs. With that in mind, wed like to move forward with closing our ownership. Please advise on the next steps we need to take to bring this process to a resolution.  
  
  We appreciate your assistance and look forward to hearing from you.  
  
  
  
  Best regards,  
  ****** & ******* *******
  Contract#: P-313446
  
  
  ********************************************************************************************************
  
  
  From: ****** ******* <****************************>
  Sent: Tuesday, March 18, 2025 11:42 PM
  To: HVC ************* <***************************************************************************************************>
  Subject: [EXT] Alternate Release Option
  
  Thank you for your response. While we appreciate the options outlined, a rental program is not a suitable solution for us. Our primary goal is to achieve a complete severance of ownership, and we are not looking to retain any connection or responsibilities tied to the property.
  
  We would like to inquire if the rental options available through Hyatt Vacations could be converted into ownership by a new owner. If such a process is feasible, we would appreciate more information on how this could be facilitated. However, please note that we are not equipped to handle or process such a transaction on our own.
  
  Thank you for your assistance in addressing this matter. We look forward to your clarification and guidance on the next steps.
  
  Regards, 
  ****** & ******* *******
  ********************************************************************************************************************************************************************************
  
  
  From: ****** ******* <****************************>
  Sent: Tuesday, March 18, 2025 11:42 PM
  To: HVC ************* <***************************************************************************************************>
  Subject: [EXT] Alternate Release Option
  
  Thank you for your response. While we appreciate the options outlined, a rental program is not a suitable solution for us. Our primary goal is to achieve a complete severance of ownership, and we are not looking to retain any connection or responsibilities tied to the property.
  
  We would like to inquire if the rental options available through Hyatt Vacations could be converted into ownership by a new owner. If such a process is feasible, we would appreciate more information on how this could be facilitated. However, please note that we are not equipped to handle or process such a transaction on our own.
  
  Thank you for your assistance in addressing this matter. We look forward to your clarification and guidance on the next steps.
  
  Regards, 
  ****** & ******* *******
  *******************************************************************************************************************************
  
  
  

  Business Response

  Date: 07/07/2025

  Mr. *******, 

  Yes, when **** Resort Group was sold some of the options tied to your ownership changed. 

  The sale of **** Resort Group became final in April of 2021. You purchased your Platinum point ownership contract in February of 2022. The decision to move to ********************** was done in late 2021. They offer a number of excellent exchange options as well as the opportunity to trade into a previously HRC branded property at a reduced exchange fee. Our ************** team can assist your exchange booking and the usage of the Owners Lounge to book stays using your Platinum points. The **** Resort Group based Experiences by **** reward program ceased to exist after the purchase. We do have an option for you to earn points that can be used via the World of Hyatt. 

  A review of your owner notes does not show any contact with our ************** team in regard to using your owner benefits for exchange travel or to book stays at our resort locations since you upgraded to your Platinum point ownership. Our team is more than happy to assist you, and they can be reached Monday thru Saturday at 1-800-GOHYATT. 

  Please feel free to reach out to me with any questions.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

  Business Response

  Date: 07/21/2025

  Mr. *******, 

  Yes, your decision to become a Platinum point owner was absolutely an upgrade over your Auditions membership. Your Auditions membership allocated you ******* Platinum points to be used at our Platinum Point Program locations within 18-months of purchase.

  Your Platinum point ownership allows you a number of additional usage options, including exchange through ********************** and the option to convert your points into World of Hyatt points to be used within the World of Hyatt program. Your Platinum owner points can also be rolled over for future usage in the next usage year. 

  Yes, we changed exchange partners to ********************** from ***. The developer has the right to make changes to the program as they see fit. This information is in your program rules and regulations. 

  We use the signed contract and the information in your signed contract, as it represents the agreement between all parties. 

  Best regards,

  Hutch *******

  Director, Customer Advocacy

   

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23433843
  
  I am rejecting this response because:

  Dear Mr. *********************** clear="none" style="-webkit-text-size-adjust: auto; caret-color: rgb(239, 234, 231); color: rgb(239, 234, 231); font-family: HelveticaNeue-Regular, Helvetica; overflow-wrap: break-word !important;">I am writing in response to your reply regarding my Better Business Bureau complaint. I want to make it clear that I am fully aware of the timeline and circumstances surrounding my purchase with Hyatt Vacations, which was presented as an upgrade to my original **** agreement.  

  
  As I outlined in my complaint, there were significant changes to the benefits of my timeshare that were not accurately represented during the sales process. The "new" benefits, as they stand, are not what I was told or led to believe. I specifically questioned the verbal description provided by your sales team to ensure its accuracy before agreeing to the new agreement. It was based on their assurances that I decided to move forward.  

  
  Since discovering these discrepancies, I have attempted to contact ************** to address these issues, but my concerns have gone unresolved. Additionally, I am aware that *** still exists, which further complicates the narrative I was given during the sales process.  

  
  Your response to my concerns about misrepresentation and my request to dissolve the agreement was unsatisfactory. It failed to address the specific questions I raised, and instead relied on pointing to the signed contract. This approach dismisses the critical issue at hand: the misrepresentation by your sales team that led to my decision to sign the agreement in the first place.  

  
  As a Director at Hyatt Global, I expected a detailed and thoughtful response outlining how this misinformation would be addressed and resolved. Instead, I was met with a deflection that disregards the importance of the verbal commitments made by your team.  

  
  I urge you to revisit this matter with the seriousness it deserves and provide a resolution that acknowledges the misrepresentation and addresses my concerns directly. I look forward to your prompt and comprehensive response. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/28/2025

  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.

  *****, Kaymari
  Mon, May 19, 8:40?AM (9 days ago)
  
  
  
  to me
  
  
  Please see below the response from Hyatt on the 19th of May
  
  
  
  
  
  
  
  
  Good day,
  
  Unfortunately, we cannot assist you with exiting since we currently do not have an exit option or hardship program. Exit options, if any, are at the discretion of the company and can change at any time without notice.
  
  As previously advised, we have registered your interest, and we will contact you if an exit option becomes available. If you cannot afford the payment, your account will be in default. Please contact ************** to learn more about the default process.
  
  You can pursue exiting on the external market. We cannot recommend any external brokers as we have no way of monitoring them. When researching an external broker, we recommend you do not give money up front, commission or fees should be paid after the transaction completes.
  
  KAYMARI *****
  Manager II, Exit Services
  
  ***********************************
  
  HYATT VACATION OWNERSHIPere subjected to an unacceptable experience. Despite having a reservation for a Villa on the Green, we were given a subpar unit that did not match the quality promised. The hassle and inconvenience we faced were substantial, and Hyatt did not honor the agreement made in our reservation.These issues have compounded to make the timeshare arrangement untenable and deeply unsatisfactory. Given the circumstances, I am seeking assistance from the Better Business Bureau to find a solution that allows me to exit my timeshare with Hyatt, legally and fairly.I would appreciate any guidance or intervention the BBB can provide in resolving this matter.Thank you for your attention to this complaint.******* ******** Owner # ***** Contract Type: Deeded Float

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23383220
  
  I am rejecting this response because:

  I can't comprehend why this timeshare can't be taken back since it's fully paid off. I could see your side if I still owed money, but I don't owe anything! I shouldn't be forced to hold onto something I no longer desire!
  
  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 06/06/2025

  Mr. ********, 

  I am sorry to hear about your frustration with your Villas on the Green ownership. I greatly appreciate you being a long-time owner with us.

  As a float week owner, you get a 15-month advance reservation booking window when booking a full week stay and a 12-month advance booking window when making a spilt-week reservation. Our ************** team can assist you with booking. The further in advance you request your stay dates, the better chance we will have to fulfill your stay request. 

  Yes, maintenance fees have increase over the past 25 years and they have increase at a much higher rate over the past 5 years. The increased fees are indicative of the increases we are all seeing in insurance, maintenance costs and labor costs. 

  We do not have an option for you to simply exit your ownership contract on request. I do show you have registered with our exit team. They work on a first in first out basis and will reach out to you with an offer to exit via email, when they get to your spot on the registered owner list. 

  Please feel free to reach out to me with any questions.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23383220
  
  I am rejecting this response because:

  I can't comprehend why this timeshare can't be taken back since it's fully paid off. I could see your side if I still owed money, but I don't owe anything! I shouldn't be forced to hold onto something I no longer desire!
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 06/11/2025

  Mr. ********, 

  Neither WHV Resort Group or the former owner **** Resort Group have or had an option for you to simply hand over your ownership and exit your ownership on demand. 

  You are registered with our Exit Team, and they will reach out to you with an offer to exit when they get to your spot on the list of registered owners. 

  We do want you to use the time you have paid for. Usage of your owner benefits for vacation travel will not have an effect on you getting an offer to exit your timeshare contract. 

  Please feel free to reach out to me with any questions or for help with using your time.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Business Response

  Date: 06/19/2025

  Mr. ********, 

  As stated in each of my prior responses, we do not have an option for you to simply cancel your ownership contract on request. 

  Our exit team is who you will go through to exit your ownership unless you choose to sell your ownership yourself on the resale market. I can confirm you are registered with our exit team. 

  We are more than happy to help you with usage of your owner benefits until you receive an offer to exit.

  Please feel free to reach out to me with any questions or further concerns. 

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:05/22/2025

  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.

   
  Complaint: 23365264
  
  I am rejecting this response because:

  I appreciate this response.  However, I already contacted the ************************ and filled out the requested form/information.  Unfortunately, I never heard back from anyone after completing the form.  Can you confirm with me that my information was received, and it is noted that I am waiting to exit this ownership?  I would prefer to settle this within your company instead of trying to hire an external broker.  I fear that there is no resale value in this ownership.  Simply, I got into this agreement with your company and would prefer to go through your company to end it.
  
  Sincerely,
  
  ***** ****

  ent it for $800 a night, which has not been true. He did not tell us the long-term costs or how much fees would increase over time. I feel I was pressured into signing the contract without knowing all the facts.Since then, I have faced constant issues. The annual fees have gone up significantly, even for years I havent used my timeshare. Ive also learned that any points given in place of visiting the property expire quickly, and availability is so limited that its hard to use the points without lots of planning. These issues, along with the impact of the natural disasters near the property, have made the timeshare far less valuable than what I paid for it.

  Business Response

  Date: 06/11/2025

  Ms. ****,

  I am sorry to hear you are frustrated with your Hyatt ******************** vacation ownership. I show you own a week 44 even year usage interval. 

  We would absolutely like to help you with usage. You have a substantial advance booking window when choosing to reserve your week. You do have the option to rent your time, and Maui is always a high demand location. Our ************** team can assist you with the process for rental. 

  We do not have a walk away or give back option or your ownership contract. At this time the exit team is no processing exit requests for ***************. You do have the option of registering with our exit team and they will reach out to you if the decision is made to re-acquire inventory. You additionally have the option of selling your ownership on the resale market. 

  Please feel free to reach out to me with any questions or if you would like to discuss this further.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

  Business Response

  Date: 06/23/2025

  Ms. ****,

  I was able to connect with our exit team. We are not currently offering and exit for the ********* Beach ownership contracts, and they are not sure when that will become an option. I can have them register your interest but my concern with that is it may be quite a while until we have an avenue for you to use.

  If there is a way for us to help you with usage or renting your time, please let me know. We want you to get the vacationing value out of what you have been paying for, while you wait for an opportunity to exit. 

  Please feel free to reach out to me with any questions. 

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

   

  Customer Answer

  Date: 07/01/2025

  While I appreciate their acknowledgment of my concerns, their response does not provide a solution to the problem I am facing.
  Hyatt has stated that they are not currently offering an exit option for ************************ ownership contracts and do not know when such an option will be available. This is not fair to owners like me, who are expected to remain current on fees with no resolution in sight. I am retired and on a fixed income, and I simply cannot afford the fees that continue to increase year after year.
  I have no desire to return to my timeshare in ****. The storms destroyed the beach in front of the Hyatt, and ******* burned to the ground. Lahaina is gone, and it can never be rebuilt as it was before. The other locations I have visited have been disappointing, and I have no plans to take vacations at this time.
  My personal circumstances have also changed. My sister, who lives in *******, *******, was diagnosed with Alzheimer's two years ago. I travel there as often as I can to help my brother-in-law care for her. These trips cost money that I would otherwise use for vacations. Alzheimer's is a long and difficult journeyI know this firsthand because my mother had it for nine years before she passed away. I also carry the Alzheimer's APOE4 gene, so I am aware this could be my future as well.
  My two sons have made it clear that they do not want to inherit this timeshare or the financial burden that comes with it. They have asked me to do whatever it takes to make sure they are not stuck paying the fees. This situation is causing me a great deal of stress. Stress is harmful to the body and especially to the brain, and it is something I cannot afford to carry.
  I am asking Hyatt ************* to provide a fair and reasonable way for me to exit my ownership. Continuing to pay fees for something I cannot use and do not want is not sustainable. Getting rid of this timeshare would relieve a significant amount of stress in my life.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23365264
  
  I am rejecting this response because:

  While I appreciate their acknowledgment of my concerns, their response does not provide a solution to the problem I am facing.
  Hyatt has stated that they are not currently offering an exit option for Kaanapali Beach ownership contracts and do not know when such an option will be available. This is not fair to owners like me, who are expected to remain current on fees with no resolution in sight. I am retired and on a fixed income, and I simply cannot afford the fees that continue to increase year after year.
  I have no desire to return to my timeshare in ****. The storms destroyed the beach in front of the Hyatt, and ******* burned to the ground. Lahaina is gone, and it can never be rebuilt as it was before. The other locations I have visited have been disappointing, and I have no plans to take vacations at this time.
  My personal circumstances have also changed. My sister, who lives in *******, *******, was diagnosed with Alzheimer's two years ago. I travel there as often as I can to help my brother-in-law care for her. These trips cost money that I would otherwise use for vacations. Alzheimer's is a long and difficult journeyI know this firsthand because my mother had it for nine years before she passed away. I also carry the Alzheimer's APOE4 gene, so I am aware this could be my future as well.
  My two sons have made it clear that they do not want to inherit this timeshare or the financial burden that comes with it. They have asked me to do whatever it takes to make sure they are not stuck paying the fees. This situation is causing me a great deal of stress. Stress is harmful to the body and especially to the brain, and it is something I cannot afford to carry.
  I am asking Hyatt ************* to provide a fair and reasonable way for me to exit my ownership. Continuing to pay fees for something I cannot use and do not want is not sustainable. Getting rid of this timeshare would relieve a significant amount of stress in my life.
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23365264
  
  I am rejecting this response because:
  Again, can someone confirm that my interest in exiting has been registered? As I have previously stated, I have never heard back from anyone since completing the online form. Please confirm that it is noted that I want to exit this ownership, and I will be reached out to **** once there are options available.
  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/09/2025

  Ms. ****, 

  I am very sorry to hear about the challenges your sister is facing. 

  We do not have a resale option for your Kaanapali Beach ownership. This information is specifically cover in section 3 of your Vacation Ownership Plan Acknowledgment of Representations, which was signed and initialed by you during your purchase. You always have the option to sell your ownership on the resale market. 

  There may be some options for you to use your vacation ownership benefits by converting your time into exchange with **********************. Our ************** team can help you with this. That time can then be used to travel to *******. ********************** has over 60 properties that you may be able to trade into in the ******* area. I am happy to have an agent from ********************** assist you with exchange booking, if needed. 

  Please feel free to reach out to me with any further questions.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Business Response

  Date: 07/16/2025

  Ms. ****,

  As stated in my prior response, we do not have a resale or take back option for your Kaanapali Beach ownership. This information is specifically cover in section 3 of your Vacation Ownership Plan Acknowledgment of Representations, which was signed and initialed by you during your purchase.

  You do have the option of contacting a third-party resale company and trying to sell your ownership on the resale market. 

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:05/02/2025

  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.

  Dear ***** ******,
  
  Even in front of the BBB, Hyatts only answer is to say it's someone else's problem. They have the power to make things right. But so far, they have not cared to. They don't care that we are suffering under their terms. Selling it on the market is not a real answer. ********** get listed for just a **** and still go unsold. But Hyatt knows this. They don't care how loyal customers we were for decades. They know exactly what we have gone through and how hard we have tried to fix things. We need to contact someone from Hyatt Vacations who cares about what their customers are dealing with. We want to be fair. We want to be reasonable. All we want now is for Hyatt to be fair and reasonable too, so we can end this timeshare
  
  Sincerely,
  
  Don and *** ****
  ******************************************
  *****************
  **************
  
  
  Be still and know that I am God.    Psalm 46:10long-standing relationship deserves understanding and genuine effort to address our situation. We respectfully request Hyatt ************* review this account, recognize our financial hardship, and allow the cancellation of this agreement. This decision should reflect the loyalty weve shown for two decades and the companys commitment to valuing longstanding clients. We trust the Better Business Bureau understands the gravity of this matter and will hold Hyatt ************* accountable for their actions (or lack thereof). We look forward to your assistance in resolving this and can provide additional details or documentation as needed. Thank you for your attention to this matter. Sincerely, ************** ****

  Business Response

  Date: 05/05/2025

  We apologize about the concerns you're having with your ownership. If you currently have an open loan with Hyatt ************* ownership, our ************* team is unable to offer any exit option. You do have the option to sell your ownership on the external market or through a third-party company. We do advise being cautious when choosing to enlist a third party to rent or resell a vacation ownership interest. If you decide to use a timeshare resale company, we recommend that you evaluate the company first by asking for references. You may also view information regarding the resale of vacation ownership from the *************************************** (****) online at ************.
  

  Customer Answer

  Date: 05/27/2025

  Dear ***** ******,
  
  Even in front of the BBB, Hyatts only answer is to say it's someone else's problem. They have the power to make things right. But so far, they have not cared to. They don't care that we are suffering under their terms. Selling it on the market is not a real answer. ********** get listed for just a **** and still go unsold. But Hyatt knows this. They don't care how loyal customers we were for decades. They know exactly what we have gone through and how hard we have tried to fix things. We need to contact someone from Hyatt Vacations who cares about what their customers are dealing with. We want to be fair. We want to be reasonable. All we want now is for Hyatt to be fair and reasonable too, so we can end this timeshare
  
  Sincerely,
  
  Don and *** ****
  ************************
  Murrieta CA 92563
  **************
  
  
  Be still and know that I am God.    Psalm 46:10

  Business Response

  Date: 05/27/2025

  We are sorry to hear about the financial changes to *** and Mrs. ****** personal situation and hope that circumstances improve soon. Unfortunately, it is not possible to simply cancel a deeded real estate purchase of this kind. The mortgage loan
  must be paid in full before the deed can change hands. *** and Mrs. ***** have the option to list their ownership interests for resale on the external market for a price that they deem fair and reasonable, but Hyatt currently does not offer a resale or buyback option. Owners may be eligible for a deedback option if the loan is closed and maintenance fees on the account are current. There is no monetary compensation for this option, but it relinquishes all future maintenance fees. Although empathetic to your circumstances, we find that all appropriate disclosures were provided and reflect your signed agreement. Your request to cancel your purchase is respectfully declined. However, we would be happy to assist with the use of your ownership should you decide to use it in the future. Thank you.

  Customer Answer

  Date: 06/04/2025

  Hyatts remorseless insistence that there is nothing available to our situation is simply impossible to believe. Surely, there is no question that Hyatt could alleviate our crisis if they merely felt like doing so. But theyd rather pretend like their hands are tied, when they obviously are not. They have made no real effort to take care of their loyal customers like us. We know that ********************** must have the capacity to help us. All we have been asking for is a fair and manageable solution. As we requested in my previous reply, connect us with a supervisor or upper management individual who is willing to actually look at the specifics of our circumstances. We cannot afford to drop this issue and move on. Who at Hyatt can we contact about my problems? We simply must speak with someone about this as soon as possible.
  Sincerely,     *** and *** ****

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23278397
  
  I am rejecting this response because:

  Hyatts remorseless insistence that there is nothing available to our situation is simply impossible to believe. Surely, there is no question that Hyatt could alleviate our crisis if they merely felt like doing so. But theyd rather pretend like their hands are tied, when they obviously are not. They have made no real effort to take care of their loyal customers like us. We know that ********************** must have the capacity to help us. All we have been asking for is a fair and manageable solution. As we requested in my previous reply, connect us with a supervisor or upper management individual who is willing to actually look at the specifics of our circumstances. We cannot afford to drop this issue and move on. Who at Hyatt can we contact about my problems? We simply must speak with someone about this as soon as possible.

  
  Sincerely,   

   Don and *** ****

  
  
  
  

  Business Response

  Date: 06/05/2025

  Again, we are sorry to hear about the financial changes to *** and Mrs. ****** personal situation but the information provided stands true. Unfortunately, it is not possible to simply cancel a deeded real estate purchase of this kind. The mortgage loan must be paid in full before the deed can change hands. *** and Mrs. **** have the option to list their ownership interests for resale on the external market for a price that they deem fair and reasonable, but Hyatt currently does not offer a resale or buyback option. Owners may be eligible for a deedback option if the loan is closed and maintenance fees on the account are current. There is no monetary compensation for this option, but it relinquishes all future maintenance fees. Although empathetic to your circumstances, we find that all appropriate disclosures were provided and reflect your signed agreement. Your request to cancel your purchase is respectfully declined. However, we would be happy to assist with the use of your ownership should you decide to use it in the future. Should you wish to discuss these options further, we advise you to call the Hyatt Customer Advocacy Team at ************. Thank you.

• Initial Complaint

  Date:05/02/2025

  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.

  Attached a copy of my daily **** mail digest showing that HVC (Hyatt ************** did not activate nor send me the interval gold membership to test the program as promised during the presentation. This to reflect the intention of misrepresentation that misled us to make a decision during the 7 days period.ut any further directions (recordings are available)3- We were directed by marketing team to send an email ***************************************************************************************************!that comes back with an auto reply that they are closed till 4/28; this is a contradictory with their own recorded message meant to confuse the customer and misleading us.We used the portal lately asking to explain the situation however, they are refusing to get someone to talk and explain to us our alternatives.4- The presentation duration went from 2 hrs(as per the ad) to 4 hours!We were seeking to exit this program since we were experiencing:1- Pressure during the sales (date of the presentation is the same of the contract)2- The sales team intended to mislead us (deceptive sales). The presentation rooms had cameras all over the place that can show the recording which they will not provide to us.3- The communication between us and the sales was played to miss the 7 days period to exit the program (call logs available).

  Business Response

  Date: 05/06/2025

  We apologize for the challenges you're experiencing with your recent purchase. After reviewing your signed and acknowledged purchase documents from March 10, 2025, it appears that you were aware of the 10-day rescission period. During this period, you had the right to cancel your contract within 10 calendar days of the purchase and receive a full refund of any payments made. The rescission documents provided clear details on how to cancel your contract by contacting the HPC developer via letter at ************************************, or by email at **************************************************. Now that the recission period has ended you can look into the possibility of selling your ownership on the external market or through a third-party company. We advise caution when choosing to enlist a third party to rent or resell a vacation ownership interest. If you decide to use a timeshare resale company, we recommend evaluating the company first by asking for references. You can also view information regarding the resale of vacation ownership from the *************************************** (****) online at ************.
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23277460
  
  I am rejecting this response because:

  The business did not address the "Misrepresentation" during the presentation that was planned for ****** mins however, they pressured me and my wife to stay for 4.5 hours exposing me to several managers and people coming with different offers and promotions to push me through this offer without explaining the 10 days period while signing the documents.

  Also, their exit number "**********" was not answering and lately they put a recorded message that they are closed from 4/21 - 5/2 then was changed to 5/8 which is planned intentionally to mislead customers and deprive any sensitive information relevant to the exit process and options that could had helped us to make the decission prior the 10 days.

   

  I repeat my request as per the original complaint, I would also request the footage showing the time since we entered the building for the presentation till we left and the managers/sales sat with us to pressure us during the sales process. 

   

  Attached a record from the ************ number.

  An email showing the contradiction in their communications

  The email received with a promise of ****** mins only presentation (extended for over 4.5 hours)

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/07/2025

  Thank you for your feedback. We apologize for any inconvenience you experienced during your visit. We take your concerns seriously and would like to address them thoroughly. Our sales tour typically requires 90 to 120 minutes. However, there is no obligation to purchase, and depending on the questions asked and if a purchase is made, it may take longer than the intended 120 minutes. We apologize that you felt pressured during the sales tour. However, it is not mandatory to purchase ownership with us. If you felt pressured or uncomfortable during the sales tour, you still had the option to rescind your purchase within the 10-day calendar period to receive a full refund and cancellation. We apologize that you felt there was not enough detail about the 10-day rescission period. However, you did sign and acknowledge that you were aware of this information, which I have attached for your records. Although we do have exit options depending on the type of ownership purchased, it would still depend on business conditions. Your loan would need to be paid in full, and all ownership fees need to be current. In your specific case, you signed and initialed your understanding that your purchase of portfolio ownership does not have a resale option and If you did want to sell your ownership, you would need to do it on your own as the developer does not have this option. I have attached this for your records as well. We do not record any sales tours as personal and private information is shared during the tour

• Initial Complaint

  Date:04/19/2025

  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.

   
  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,
  
  **** *****

  Business Response

  Date: 04/28/2025

  Sent: Monday, April 28, 2025 4:14 PM
  To: ****************************
  Subject: HVC Customer Advocacy
  
  Good afternoon Ms. ************** I am in receipt of a complaint that you filed with the Better Business Bureau.  I appreciate this opportunity to reply on behalf of Hyatt Vacation Club.
  
  It is disappointing to learn of your request to cancel your promotional package stay with our organization.  However, in order to resolve this matter amicably, I have asked our marketing division to process a refund and cancel your package as requested within your complaint.  Please allow 7 to 10 days for the refund to reflect on the credit card used for your initial payment.
  
  I would appreciate a brief reply so that I know you receive my email.  I look forward to hearing from you soon.
  
  Kind regards,

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair 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.

  In November, my wife and I attended a timeshare presentation with Hyatt in ********. As a consideration for attending this presentation, we were to receive ****** Hyatt Points. They tell you to wait ***** days before reaching out to them. We are well past this point. I try to call the number to their business, but there is no answer when I call, or the automated attendant tells me they are closed. We attended two other presentations at this same location. They never fund your account until you stalk them by phone. Now they conveniently do not answer the phone. I have left messages, but there has been no return call.

  Business Response

  Date: 04/18/2025

  Sent: Friday, April 18, 2025 10:16 AM
  To: ****************** <*************************>
  Subject: HVC Customer Advocacy
  
  Good morning Mr. ****************** am in receipt of your complaint that was filed with the Better Business Bureau about some missing World of Hyatt points.  I am so sorry to hear about your frustration with the sales department in *********  Rest assured that I have shared the details of your experience with the appropriate sales leaders in an effort to prevent similar incidents in the future.
  
  I am currently working with our administrative team to post ****** World of Hyatt Points to Michelles account.  I have also asked them to add an additional ****** points as our apology for the delay.  I will let you know just as soon as I receive confirmation that the points are in her account.
  
  Thanks and have a terrific weekend.