Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/24/2023

  Type:Customer Service 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.

  They have not responded to calls and emails. We canceled our reservation with their resort in the timeframe required to be refunded and provided documentation of our medical emergency which rendered us unable to travel - and they will not respond to our request (have called and emailed multiple times)

  Business Response

  Date: 03/31/2023

  Thank you for contacting us regarding this complaint for ***************************; Complaint: ********.
  
  Please be advised we have contacted the resort and received an authorization to refund in full. The guest can expect a credit to her original form of payment within the next 7-10 business days.
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  ***** ******
  Customer Care Specialist 
  

• Initial Complaint

  Date:03/09/2023

  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.

  I am writing to file a complaint against a luxury resort in Cancun, Mexico for their poor quality of service and unethical practices. My family and I had a long-awaited vacation at this resort, but it quickly turned into a nightmare due to the unsanitary conditions and false advertising. From the delayed check-in process to the inedible, lukewarm food, to the filthy room with dirty fingerprints, mold, and a non-functioning toilet, our experience only worsened as the days went on. We were coerced into filling out a liability release document to get a room upgrade and attend a presentation, but we had the foresight to only fill it out and not sign it, rendering it useless. We were finally switched to a slightly better room, but with a dirty, stained mattress that was unsanitary. The staff didn't seem to care about our well-being, and we only met the manager a day before we were scheduled to leave. We believe our experience may have been racially motivated, and we are disappointed that the hotel tried to coerce us into releasing liability. This is an unethical and potentially illegal practice that seeks to absolve the hotel of any legal responsibility for their actions. The trauma and inconvenience we experienced during our vacation cannot be undone. Furthermore, we are seeking a refund for our stay, airfare, and transportation in the amount of $4,000. We believe that this is a fair and just resolution given the circumstances and the significant impact that the resort's poor quality and unethical practices had on our vacation. We hope that our story serves as a wakeup call to the organization to re-evaluate their policies and practices and ensure that they align with the values of diversity, equity, and inclusion. No one should have to endure what we experienced during our stay at the resort. Thank you for your attention to this matter. Sincerely,********************* ******

  Business Response

  Date: 03/13/2023

  Thank you for contacting us regarding this complaint for *********************; Complaint: ********
  
  Please be advised *************** ****** has been in communication with the *********** Resorts and compensation was offered.  At this point the guest case has been turned over to the ********* Insurance Company  who is in direct communication with *************** ******. 
  
  We are unable to assist further in this matter. 
  
  Thank you for contacting the Customer Care Team at Inclusive Collection.
  
  ********************************
  Customer Care Specialist
  

  Customer Answer

  Date: 03/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] 

  This is a complete lie.  No one from there insurance company has reached out to me regarding this matter. Please have them supply: insurance company name. Address, phone number, contact person. And when this attempt was made.  The company keeps trying to refer me back to the travel agency and had cut off all contact with me. This is why I contacted you.  
   
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************
  

  Business Response

  Date: 03/17/2023

  Thank you for your follow up communication regarding this complaint for *********************; Complaint: ********
  
  As previously advised *************** ****** has been in communication with the *********** Resorts and compensation was offered.  Please see the attached offer of compensation for 5 nights stay which was refused. Due to *************** ****** refusal of compensation her case was turned over to the ************************ February 21, 2023.
  
  Please see the attached communication between the resort management and *************** ******, the insurer email address is included (*******************************), the final offer, and the requested insurance company contact information.
  
  We believe fair and reasonable compensation was offered for *************** ****** disappointment and that her request above the five-night refund offered is excessive.   
  
  Thank you for contacting the Customer Care Team at Inclusive Collection.
  
  ********************************
  Customer Care Specialist 
  
  

  Customer Answer

  Date: 03/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************
  
  The ******* Cancun has refused and continues to relay there insurance information. The have tried to negate the fact of the dirty and unsanitary conditions. They continue to pass the buck to the travel agency. If they want to do the right thing. They can send my refund directly to me.  They have all of my information to do so. If they do this in a timely manner we can conclude this situation.
  

  Business Response

  Date: 04/04/2023

  Thank you for your follow up communication regarding this complaint for *********************; Complaint: ********.
  We are not the Vendor of record on this complaint (********* *********/ **** Group) and the issues you have inquired on have been addressed.  Please do not send any further inquiries regarding this complaint.  Any additional concerns you may have will need to be addressed the Vendor of record. 
  As previously advised on 3/17/2023 *************** ****** has been in communication with the *********** Resorts and compensation was offered. Please refer to the documentation submitted on our last response 3/17/2023.  *************** ****** refused the offered of compensation and her case was turned over to the *******Insurance Company February 21, 2023.
  We are unable to negotiate this guest request for compensation. Our case is close and will not be further addressed.  Please make sure our position is commented in our public record based on the BBB policy.
  *****************************
  Customer Care Specialist

  Customer Answer

  Date: 04/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************
  
  This business is doing everything to not refund my money. I have spoken with the *********** insurance lead investigator ***************************** in which I was told the claim would be processed. It's been 2 weeks with no further action. They know that they are in the wrong. The issue is not me, but your establishment not taking responsibility, if they want to resolve the issue, send my refund and stop trying to blame ****. I stayed at the ******* Cancun, which is your establishment. All you need to do is give me my refund immediately.

  Business Response

  Date: 04/07/2023

  Good day ******************,
  
  This email is regarding ********************* ****** (complaint #********) dissatisfaction with her stay. 
  
  In our correspondence submitted on April 4, 2023, we advised this guest must continue her grievance through the Vendor (********* ********************) whom she paid to reserve her stay.   All reservations made with a third party must coordinate with their merchant to resolve directly with the hotel.
  
  *************************** traveled with a group and some members of her party had separate issues which **************************** is attempting to capitalize on.  The *********** ****** Resort management has offered adequate compensation with respect to the claims of the guest.  Please review the attached Final Release and Indemnity Agreement which **************************** has refused to sign.
  
  As you are aware Hyatt Inclusive Collection (AMResorts LP) does not own or operated the resorts in our portfolio, we do however provide the services involving marketing, promotions, advertising and brand management to hotels and resorts in Caribbean and Mexico.
  
  I am formally, requesting that you close this inquiry and redirect the guest to the Vendor whom she has paid for her travel package if she wishes to continue this complaint.
  
  
  ********************************
  Customer Care Specialist

  Customer Answer

  Date: 04/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************
  
  

  Dear *****************************,

  I am writing to express my frustration with The **********Cancun and their unwillingness to take accountability for the unsanitary conditions and poor service that I experienced during my stay. Despite my attempts to address the issue with the hotel, they have been unresponsive and have refused to provide a direct refund.

  I want to make it clear that my intention is not to capitalize on this situation in any way. I simply want to be reimbursed for an experience that fell short of my expectations. This issue could be resolved quickly and easily if The **********Cancun would provide a direct refund to me immediately.

  I believe that The ***********Cancun needs to do the right thing and provide a satisfactory resolution for this issue. I urge you to work with the hotel to ensure that I receive the refund that I am entitled to. I would greatly appreciate your prompt attention to this matter and a swift resolution.

  Thank you for your time and attention to this matter. I will not stop complaining until you do the right thing

• Initial Complaint

  Date:03/04/2023

  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.

  Hello. I wanted to make a formal complaint about my most recent stay at a Dreams location in Panama. I was highly disappointed with these accommodations. This was a special occasion group trip to celebrate. I booked with the name and reputation of the AMR brand. I travel several times a year and have stayed at numerous AMR resorts. This by far was not up to the standards the brand has set in the past. All of our rooms were disgusting, there was mold around the pools that I didn't even get in. The location and views were very pretty but when I book vacations I pay for the overall experience. We did escalate to to the location through our travel agent and shared pictures. I was taken back at thier response that the pictures were a combination of the three rooms and they couldn't do anything. The facts that any of the rooms looked the the way they did is the concern. What type of service recovery is that. It's a horrible experience

  Business Response

  Date: 03/06/2023

  Tell us whThank you for your inquiry on behalf of *************************: ********
   
  Please be advised, AMResorts, LP does not own, operate, manage, or control hotels or properties.  We provide services involving marketing, sales, promotions, advertising and brand management to hotels and resorts in Caribbean and Mexico.  Each resort is individually owned and operated making the decision to offer compensation if they determine it is warranted.
   
  ************** is booked through a Tour Operator who is the merchant of record.  I have forwarded the guest concerns onto the resort directly and Apple Vacations, tour operator to will work directly with the hotel on the guest behalf.  Guest should follow up directly with the tour operator at ************************* in order to request compensation for disappointment. 
  
  As a courtesy, I have shared the guest comments with the resorts Management.  The guest may contact the resort directly if they choose.
   
  Thank you for contacting the Customer Care Team at AMResorts, LP.
   
  ********************************
  Customer Care Specialist
  

  Customer Answer

  Date: 03/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:02/27/2023

  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.

  *************** Cancun 12/24-12/27 On 12/25/22, my mom and I visited the night club on the property. We enjoyed the music and beverages. We were informed during dinner (by other guests) that they would offer hookah service at the nightclub so I cancelled my reservations for an off site hookah experience. We arrived to the nightclub and were told that they were unsure if they could accommodate hookah request due to the weather. I stated that I understand and asked if they would at least ask. They informed me that ******** would assist me. There was an hour plus time that had passed. I asked her twice for an update. The first time she responded with an attitude but indicated that she was working on it. The second time, she ignored my request and continued walking. The last time, I asked someone else to ask her and she told them “no hookah”. At this time, I requested again to speak with a manager. I asked previously and was told that he was busy. Shortly after, Bianca and I spoke regarding my concern with the service and how it was handled. She apologized and stated that they would offer hookah service the next day at the pool. I stated that I understood that the weather conditions weren’t favorable and I would try again the next day. Shortly after this conversation, my mom and I re-entered the night club. I requested a refill of my beverage and Luis stated: “I have been ordered not to serve you”. To which my response was, by who. He stated that he wasn’t able to tell me who. I then asked on what basis, in which he told me to speak with a manager. I exited the nightclub and approached the front desk. Mire greeted me and indicated that she was aware of the situation, it had been resolved and I was welcome to return to the nightclub for drinks. I asked for an explanation about what occurred and she wasn’t able to provide one. I informed her that I didn’t feel comfortable returning to the night club. I have more info but not enough characters.

  Business Response

  Date: 03/10/2023

  Thank you for contacting us regarding this complaint for *****************; Complaint: ********
  
  Please be advised *** *** has been in communication with the Assistant General Manager at the *******Cancun ***** Resorts and is in discussion regarding an amicable resolution. 
  
  Thank you for contacting the Customer Care Team at Inclusive Collection.
  ********************************
  Customer Care Specialist

  Customer Answer

  Date: 03/29/2023

  Hello *******, 

  
  

  Thank you for your response! I greatly appreciate it.  I have included my communication with the business in this email below.  I last responded to them on 3/9 and haven’t received a response.  I later received notification from BBB that it was resolved.  They have yet to respond to my actual complaint (being told by the bartender that he was ordered not to serve me in the nightclub without explanation).  As I stated in my initial complaint, I immediate made “management” aware of the incident and followed up at least twice prior to my departure. After returning from my stay, I attempted 5 times to reach them directly (via phone, email and social media).  To this date, no response and this incident occurred on 12/25/2022. 

  Customer Answer

  Date: 04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Hello *******, 

  Thank you for your response! I greatly appreciate it.  I have included my communication with the business in this email below.  I last responded to them on 3/9 and haven’t received a response.  I later received notification from BBB that it was resolved.  They have yet to respond to my actual complaint (being told by the bartender that he was ordered not to serve me in the nightclub without explanation).  As I stated in my initial complaint, I immediate made “management” aware of the incident and followed up at least twice prior to my departure. After returning from my stay, I attempted 5 times to reach them directly (via phone, email and social media).  To this date, no response and this incident occurred on 12/25/2022. 

  
  
  
  Regards,
  
  
  
  ***** ***

  Business Response

  Date: 05/05/2023

  Thank you for contacting us regarding this complaint from ***** ***.  Complaint: ********
  It is our understanding that *** *** has received a response from the resort and compensation (a certificate for a Free Upgrade to Xhale Club category on your next stay) for her disappointment was provided.  Since she made her reservation through *********.com and is not satisfied with the response provided March 9, 2023, we recommend she contact the resort directly for any additional concerns.  All reservations made with a third party must coordinate with their merchant to resolve directly with the hotel.   
  Regarding the service of libations, there may be any number of reasons a guest may be denied service of alcohol. Please note, for the safety of all guests and staff the Resort reserves the right to deny service of alcohol.  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  ********* *****
  

  Customer Care Specialist 

  Customer Answer

  Date: 05/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: I was told while visiting the property that ***** would “investigate’ this matter and provide insight about what happened (as stated in original complaint).  I am requesting specific information regarding the specific incident that I experienced during my stay.  I acknowledge that there are various reasons that a person may be denied alcohol, however I am asking specifics regarding my situation.  I reiterated that the manner in which I was treated this night was demeaning in nature.  The following day I had other guests inquiring about what happened the night before.  As stated in original complaint, my mother and I were there to celebrate both her birthday and Christmas.  Due to this incident, it completely changed our experience and made me feel uncomfortable and unwelcome.  In addition to being told by ***** that he would “investigate” and get back with me, which he never did.  

  Also, I see in this response that there was an offer for a complimentary upgrade.  When was this issued and/communicated, as I have only received 1 correspondence from the property regarding this incident. 

  Lastly, based upon my experience a complimentary upgrade to return to your property after the manner in which I was treated is not a reasonable resolution to this matter.  

  Regards,
  
  
  
  ***** ***

  Business Response

  Date: 05/16/2023

  Thank you for contacting us
  again regarding this complaint from ***** ***.  Complaint: ********
  No further consideration can be given in this case.  If Ms. Joe has
  additional concerns, we recommend that she contact the resort management
  directly.  The Assistant Manager, ***** ***** can be reached by email
  at the following email address:  ****************@breathlessresorts.com. 
  We have done all possible to resolve this and at this point have exhausted all
  options to bring an amicable resolution to this matter.
  I remain,
  ********* *****
  Customer Care Specialist 

  Customer Answer

  Date: 05/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I will contact the property directly and hope to receive a response this time 

  
  
  Regards,
  
  
  ***** ***

• Initial Complaint

  Date:02/22/2023

  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.

  My husband and I got married at the ******************** in Cancun on Nov 19, 2022. For over a year I emailed and set up calls with wedding staff to plan our wedding. Upon arrival for our wedding we payed for our wedding in full, as asked. However, the day of our wedding was a disaster. Which was a huge surprise because the resort was beautiful and the staff, even though hard to reach had been fairly pleasant. We even came to the resort a month prior to meet our coordinator and to view all of our wedding locations. However, when we arrived, there was construction at our wedding location which we were not informed of and had to change locations 2 days before our wedding. After being told we would receive compensation for all of the inconveniences below, the coordinators have now ghosted me and are not responding to any of my emails. Any help to resolve this issue would be appreciated. -guests not able to obtain umbrellas at spa even though we had the bridal suite booked -no photos taken with parents (photographer forgot) -incorrect cocktail hour location and last minute set up (even though we gave back up rain locations in our contract as well as switched locations with coordinators via phone in specified time frame)-no coordinator came to obtain the bride and groom after the cocktail hour, we had to call and search for coordinator and still no one came to get us. We were told we could not obtain a golf cart without a coordinator. And had to get a hotel rep agree to drive us in the rain. - Photo Booth not working for half the reception - no paper towels or soap in the bathrooms near the reception after repeatedly telling coordinator -guests not receiving welcome bags -guests with allergy restrictions received incorrect dinner items and orders not replaced -semi private rehearsal dinner was NOT semi private, guests were not seated together -DJ at the reception was not playing agreed playlist for reception. Coordinator did not give it to them until mid reception

  Business Response

  Date: 03/01/2023

  Thank you for contacting us regarding this complaint for *******************************; Complaint:********
  
  Please be advised *********************** has been in communication with the Wedding Team at the ******************** Resort and is in discussion regarding an amicable resolution. 
  
  Thank you for contacting the Customer Care Team at Inclusive Collection.
  
  ********************************
  Customer Care Specialist

  Customer Answer

  Date: 03/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Please see the email thread attached. I have not received any other update after my response. 

  
  

  Regards,
  
  
  
  ****** *********

  Business Response

  Date: 03/21/2023

  Thank you for your follow up communication regarding this
  complaint for ****** *********: Complaint:  ********
  
  As previously advised **** ****** ********* has been in
  communication with the ****** ***** ******* Resorts and compensation has been offered.  Please see the attached offer of compensation
  for 2 nights stay which was refused.  **** ********* is now asking for more and has changed
  her version every time.  See
  attached. 
  
  Please note we are not the merchant of record and are not
  able to negotiate.  The resort feels at this
  point fair and reasonable compensation was offered for **** ********* disappointment and that a request for a (6) six-night return is excessive.   
  
  Thank you for contacting the Customer Care Team at Inclusive
  Collection.
  
  ********* ** *****
  Customer Care Specialist

  Customer Answer

  Date: 03/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Hello ******, 

  
  

  I would just like to reiterate some of the issues below, as the weather does not affect the poor communication/execution on the day of our wedding. We cannot get this day back. As a result, we are willing to accept a six night stay for my husband and myself at the resort or an adjustment to our original payment. 

  
  

  Please see some of the issues that have been discussed below: 

  
  

  - issue with construction near our original beach wedding location 

  - issue with guests not able to obtain umbrellas at the spa even though we had the bridal suite booked 

  - no photos taken with our parents 

  - incorrect cocktail hour location and last minute set up 

  - no coordinator came to obtain the bride and groom after the cocktail hour. No one called the spa, we had to call and search for ******* and still no one came to get us. We were told we could not obtain a golf cart without a coordinator. 

  - Photo Booth not working for reception 

  - not paper towels or soap in the bathrooms near the reception after repeatedly notifying coordinators 

  - there was a large number of guests that did not receive their welcome bags

  - we did not receive complimentary room even though guests were offered to stay at the resort for extra days, which clearly means rooms were available 

  - semi private dinner was NOT semi private, guests were not seated together and were told that they needed to change out of shorts which delayed the start of our dinner. 

  - DJ at the reception was not playing playlist or using inspired playlist for most of the reception.

  Regards,
  
  
  
  ****** *********

  Business Response

  Date: 04/04/2023

  Thank you for your follow up inquiry on behalf of ****** *********; Complaint: ******** 
  We are not the Vendor of record on this complaint (*********
  Vacations Club) and the issues you have inquired on have been addressed. Please
  do not send any further inquiries regarding this complaint. Any additional
  concerns you may have will need to be addressed the Vendor of record.
  As previously advised on 3/1/2023 ****** ********* has been
  in communication with the Wedding Team at the ****** ***** ******* Resort.  Compensation has been offered and we are unable
  to negotiate if ****** ********* is still unsatisfied.  **** ********* should follow up with the
  Vendor of record if she still requires assistance with her case.
  Our case is close and will not be further
  addressed. Please make sure our position is commented in our public record
  based on the BBB policy.

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

  Customer Care Specialist.

  Customer Answer

  Date: 04/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I was forwarded your response from the Better Business Bureau team regarding my complaint, and I would like to respectfully disagree. None of my issues were addressed or even acknowledged on behalf of the wedding staff. My issue is not with the ********* ****** Club, my complaints are regarding the wedding staff at ****** failing to deliver on what was paid for within a contract that was established before my wedding. As I stated, the weather does not have anything to do with the list of items that were not fulfilled on behalf of the wedding staff and it is alarming that you are protecting that. I hope this is not the service that is being delivered for all of your customers that books a wedding with your resort, and I surely hope that this is not the service that is saved only for those of color. I hope that it is noted on the better business site that others should caution when booking a wedding with you if this is the type of service that is received. I don’t feel like what I am asking for is beyond reason, or outside of what is deserved. Your actions are actually quite insulting. 

  
  Regards,
  
  
  
  ****** *********

• Initial Complaint

  Date:12/27/2022

  Type:Billing 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.

  My fiancé and I booked our honeymoon to Montego Bay Jamaica **** ****** ******* resort for may 2023 on Dec 18th 2022. We booked room and flights for $5, 225.99. Our first deposit was $1,453.52. The flights that we booked were through *****. On December 21st we found out that Jamaica is under a travel warning for US travelers because they are being targeted for violent crimes and I called to cancel our reservation. My confirmation email said that we had up until may 11th 2023 to cancel. It also said that for my flights, we were eligible for a flight credit. I spoke with many customer service reps but because of langue barriers had a hard time understanding. I called again and spoke with Valentina V********* and she informed me that we would be getting back $193.68 in refunds from the resort and that $1,153 would be given in the form of an Ecredit for *****. Because of this information I cancelled our trip. THEN THE NEXT DAY after the trip has been canceled, AMR collection calls me back to inform me that they will NOT give me the flight ecredit, that Valentina was wrong, and that they will be keeping over $1200 of the deposit that I put down. They refused to rebook my stay or provide the credit. I called again to talk to them about this and I spoke with a supervisor who's name is Natalia and she HUNG UP on me. Told me that it was too bad that it wasn't their fault even though their employee provided the wrong information to me which lead to me cancelling our trip. I reached out to ***** and they gave me the Ecredit numbers then told me that AMR has full control over them. In other words, AMR took over $1200 of my money when I cancelled within the cancellation date, refused to rebook my trip, gave the wrong information then blamed it on me, AND the supervisor hungup on me. This is the worst company I have ever dealt with and will never be booking with them again.

  Business Response

  Date: 01/04/2023

  Thank you for contacting us regarding this complaint for ***********************; Complaint: ********

  
  **************** has been refunded in full less the $45.00 per person cancel fee. $1363.52

  Please consider this matter settled.

  Charlotte ** W************
  Customer Care Specialist

  Customer Answer

  Date: 01/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/23/2022

  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.

  On December 23rd, 2022 our flight from St. Louis, MO to Montego Bay, Jamaica was canceled. Upset and downtrodden we made the calls to cancel our reservations for flights and hotel. The airline was no issue - however AMR LLC/ Secrete refused to refund the nearly $6,000 dollars we spent for our trip that we no longer can go on through no fault of our own. 6000 dollars is a lot of money for a middle class working family that this giant corporation does not need. Refund us.

  Business Response

  Date: 12/30/2022

  Good day, 

  We would like to assist but would need the confirmation number to locate the reservation. 

  Best regards, 

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

  Manager, Customer Care

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  We stayed at ******** back in September and decided to do their membership, but then we decided to cancel because they lied and said it was not a timeshare when it really is. Now this comps is trying to charge my card multiple times a day. When people call and say they do not want your subscription and to cancel. They somehow got my new card information which I am sure is against the law because I never gave you my card. Luckily my bank has the transaction history of when this company has tried to use my card. Here is a clear message we do not want a membership with you guys. We want to cancel. If you continue to try to charge my card I will be seeking a lawsuit.

• Initial Complaint

  Date:12/15/2022

  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.

  In October of 2022 I booked a family vacation directly through AMR for myself and my family, as a gift to my family. I purchased "travel credit" insurance to protect myself. After booking the vacation, members of the group found out they were not able to go. I contacted AMR to cancel that portion of the vacation. I was expecting to receive a credit for the portion of the vacation that I had to cancel. AMR issued a credit in the names of the individuals that couldn't travel. I explained to their rep that I, and I alone, was paying for this trip and that I wanted to use the credit from the cancelled portion to pay the final balance on another part of the trip. I was told that this is not possible and that the travel protection paid for by me, on a trip (also paid for by me with my credit card) is required to go to the individuals not traveling. Further, I found out that if I had not paid for the travel insurance, under their policy, I would have been reimbursed for the majority of the cancelled portion. But, that since I did pay extra for the travel insurance, the "credit" will expire worthless. As this will not be resolved prior to the trip that I could have used it on, I request a refund of the $5051.01 that should have been credited to me for the travel protection I purchased. Please note, it is my email they sent the "credit" paperwork to after I cancelled.

  Business Response

  Date: 12/20/2022

  Thank you for contacting us regarding this complaint for ***************************; Complaint: ********
  
  We have requested approval to transfer the travel credits for *************************** $2,525.50 and ********************* ******** for their cancelled reservation #******DB to **.********* ’s name. Since he paid for his companions reservation and they have provided authorization including a legal photo identification for both, a one-time exception is being made. 
  
  The Reservations Team has already communicated with ********************, and he has agreed and modified his travel to use the credits totaling $5051.01.  ******************** has upgraded his accommodations and added some optional amenities.
  
  Thank you for contacting the Customer Care Team at ***** ** ***** Inclusive Collection.
  
  Charlotte ** W****
  Customer Care Specialist 

• Initial Complaint

  Date:12/07/2022

  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 cancelled my reservation on 9/23/22 for a trip 9/27. It required 1 hour of time to complete. We were informed we would receive a full refund for airfare, booked shuttle AND hotel less penalties. Total amount of ~$2,941.88.I received an email on 9/27/22 stating we had a travel credit for a total of $2278.32. This was incorrect as I was informed I would receive a cash refund, including airfare. I called AMR and spent 90 minutes on the phone with a representative who stated she would inquire whether or not I should have received a refund instead of travel credit. She was unable to provide direction and stated I would receive an email the next week. I received an email 10/12/22 confirming I should expect a cash refund in the amount of $2278.32 and air credit of $663.56. This was not what was shared with me when I cancelled on 9/23/22. I called back and spent another 2 hours with David as they investigated the matter and I was on hold as he spoke to his"manager". David investigated and stated I would receive a cash refund in the amount of $2278.32. I was told I would receive these funds within 30 days. I have not yet received the cash refund and spent another hour on the phone with Jhon today, 12/3/22. There is still no resolution as a manager needs to investigate whether I have received a refund. I have now invested 4.5 hours in this process and not yet received my refund. It has been over 70 days since cancelling my reservation

  Business Response

  Date: 12/09/2022

  Thank you for contacting us regarding this complaint for *******************; Complaint: ********
  
  Our records indicate at the time ************ requested to cancel his reservation he was advised the ******** ******* published air fare was a non-refundable total of $663.56 and would have an available travel credit ($326.83 per person) to use with AMR Collection for one year from the date of issue (3/9/2023) to use.  The guest incurred a non-refundable hotel penalty of $50.00 per person and a refund of $2258.32 would be issued. 
  
  On October 8, 2022, ************ called to advise a Travel credit were issued in error and an escalation was initiated with the Accounting Team.  Our records indicate that a refund in the total amount of $2258.32 was issue to **. **************'s **** card ending **** on December 5, 2022.  This credit should be reflected in his account within the next 7 business days from that date.
  
  Regarding the request for a refund of the published ******** ******** travel credit, unfortunately we are unable to refund the published fare travel credits.  Guest may use their scheduled commercial airline ticket for up to one year from issue date when making a revision to the date of travel for the cost of the revision penalty plus any fare increases. To see penalty details for scheduled commercial airline tickets see our Terms and Conditions attached.
  
  As refund has been issued and airline credit is available for use until March 9, 2023, no further refund is applicable. 
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  Charlotte *. W****
  Customer Care Specialist