Business Profile

Property Management

Elite Resort Group

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Pattern of Complaints

Complaints

This profile includes complaints for Elite Resort Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

79 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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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:12/12/2024
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.
We want to file a complaint to express our dissatisfaction with Elite Resort Group regarding the mishandling of our timeshare cancellation and the lack of communication. On June 10, 2021, my family participated in a promotional stay, which required attending a sales presentation. Despite declining the timeshare offer, we were pressured into buying a point package, assured that points would roll over. Yet, we only used it once before being told it was obsolete. The resort had maintenance issues, and our visit was cut short due to a family tragedy. The financial burden has skyrocketed from $189 to $314 monthly, unsustainable on a fixed income. We've received no response despite repeated attempts to contact Elite Resort Group for cancellation. I request an immediate cancellation and refund. Please address this matter promptly.
Business Response
Date: 12/18/2024
Elite Resort Group (ERG) is the management company for ********************* and has no role in anything related to membership sales. ********************* has reviewed the complaint filed by Mr. ****** and has responded with the following; The mechanism for canceling the membership is for the ********************* ******************* to agree to accept the transfer of the membership (which they are in no way legally obligated to do). Unfortunately, they cannot do so where there is an outstanding loan balance. It is not ************'s responsibility to rectify a member's financial difficulties resulting from the members' decision to purchase a membership. While we are empathetic to Mr. ******** family having to leave a vacation due to tragedy the reservation in question was booked with RCI Exchange and not at a ********************* property.
Customer Answer
Date: 01/23/2025
We strongly disagree with the Elite Resort Groups statement to the BBB claiming no role in the sale or management of our ********************* timeshare.

During the sales presentation, we were falsely assured that the 3,000-point package we purchased would allow unused points to roll over annually. Later, we were pressured into upgrading to a 4,500-point package under the claim that it was the only resalable option, negating the promised rollover feature.

Additionally, the resort we visited was outdated and poorly maintained, with plumbing issues. As noted, a heartbreaking personal tragedy further marred our visit, forcing us to leave early.

The escalating monthly fees, now $314 from the initial $189, are overwhelming for our fixed income as disabled individuals, making this arrangement unsustainable.

We respectfully request an immediate termination of our timeshare agreement, waiver of associated fees, and the return of the membership to *********************. This resolution is fair given the misrepresentations, financial strain, and extenuating circumstances.

Business Response
Date: 02/01/2025
Elite Resort Group (ERG) is the management company for ********************* and has no role in anything related to membership sales. ********************* has reviewed the complaint filed by Mr. ****** and has responded with the following; The Rules and Regulation for ********************* allow for a member to defer the use of a years points to the immediate following year. So, the rollover so to speak can be done at any time but members are not allowed to continue to bank use rights for use into the future. The Complainant was provided the Rules and Regulations at purchase.

The resort Mr. ****** visited with visited was outdated and poorly maintained, with plumbing issues was not a resort in the Palmera group nor managed. Mr. ****** booked his vacation through RCI Exchange, and any issues would need to be addressed by ************* While we are empathetic to Mr. ******** family having to leave a vacation due to tragedy the reservation in question was booked with RCI Exchange and not at a ********************* property.

The mechanism for canceling the membership is for the ********************* ******************* to agree to accept the transfer of the membership (which they are in no way legally obligated to do). Unfortunately, they cannot do so where there is an outstanding loan balance. It is not ************'s responsibility to rectify a member's financial difficulties resulting from the members' decision to purchase a membership.
Customer Answer
Date: 02/06/2025
We are deeply disappointed with Elite Resort Group's response to our request to cancel our timeshare agreement with ********************** While the company states that the contract is legally binding, we are aware that settlement options have been extended to others in similar situations. We respectfully ask that such options be considered, given the unique hardships and negative experiences we have endured.
We were misled by the information provided at the time of signing and were not fully informed of the long-term commitments and financial burdens involved. This lack of transparency has caused us significant emotional and financial distress, further compounded by the challenges of meeting these obligations.
It is frustrating to see our concerns dismissed, particularly when we know fair resolutions have been offered to others in comparable circumstances. We urge ********************* to approach this matter with fairness and empathy, reviewing the evidence and acknowledging the difficulties weve faced.
We remain fully open to cooperating to resolve this matter amicably.

Business Response
Date: 02/13/2025
Elite Resort Group (ERG) is the management company for *********************. *** has no role in anything having to do with membership sales. ********************* has reviewed the complaint filed by Mr. ****** and has responded with the following; While we are sympathetic to the circumstances faced by the Complainants, our client Association cannot possibly account for every such circumstance. It is not our clients responsibility to absolve the complainant of a valid legal obligation due to their financial situation. As to the allegations of the information provided, the contract documents clearly state the right to rescind the agreement, and Complainants could have easily rescinded the agreement if needed.
Initial Complaint
Date:11/26/2024
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.
I am writing to formally file a complaint against Coral Sands Resort regarding the cancellation of a timeshare associated with my late relatives, **** ****** and **** ******. Both my aunt and uncle have passed away, and I have been appointed as the executor of their estates.The timeshare contract remains under their names, and I have been attempting to cancel it on their behalf. I have provided their death certificates as proof of their passing and have tried to communicate directly with Coral Sands Resort to resolve this matter. However, instead of addressing my concerns, I was directed to a South Carolina attorney to open an ancillary estate in **************, which is not applicable or feasible in this ************ is incredibly frustrating that Coral Sands Resort has been uncooperative in resolving this issue. Canceling this timeshare was a priority for both my aunt and uncle during their lifetimes, and I am now seeking to fulfill their wishes.I request immediate assistance in resolving this matter and a prompt cancellation of the timeshare contract. Please provide clear guidance on how to proceed with this process without unnecessary complications.Thank you for your attention to this matter. I look forward to your response and an amicable resolution.
Business Response
Date: 11/28/2024
The process that was advised had to take place is the correct legal process for the dispensation of the timeshare unit. Since the aunt and uncle were the owners of the timeshare, and theyve both deceased, an ancillary administration of the last of them to pass is required in order to transfer the timeshare unit which is deeded real estate in *************** This is not a matter of Coral Resort or its managers not taking any action or refusing to do anything, but is rather a matter of law.
Customer Answer
Date: 12/05/2024
[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 Administratively Resolved]
Complaint: 22604227
I am rejecting this response because: I want them to clarify if the account will close on it's own.
Regards,
Hello *****
Business Response
Date: 12/11/2024
If the maintenance fees go unpaid, at some point the Association will foreclose on the timeshare interest and the account will then close.
Initial Complaint
Date:11/20/2024
Type:Billing 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.
Talk about frustrating. We stopped paying this company because we were fed up with the increasing costs. Their **** told us that if we stopped paying then they would eventually charge it off. They have sent us to outside collections and we took care of that. So, we called the timeshare on Nov 1 or 2nd, 2024, to get an update on our account, and THEY WON'T GIVE US INFO? What gives? Just admit that we are done. Why hold us hostage?***** ****
Business Response
Date: 11/28/2024
Elite Resort Group (ERG) is the management company for Palmera Vacation Club. ERG has no role in anything having to do with membership sales. The mechanism for cancelling the membership is for the Palmera Vacation Club Members Association agreeing to accept the transfer of the membership (which they are in no way legally obligated to do), and unfortunately, they cannot due where there is an outstanding loan balance. It is not the Clubs responsibility to rectify a members financial difficulties resulting from the members decision to purchase a membership.
Initial Complaint
Date:10/11/2024
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.
We have been trying to terminate our timeshare agreement for justifiable reasons, but despite our repeated efforts to communicate and resolve this, we have been met with poor responses and neglect by this company. Initially, we expected a resolution within the 8-12 weeks as promised in their communication. However, after four months, our patience was worn incredibly thin as we had been left in the dark with no updates. Correspondence with the company often redirects us from one contact to another, with no real progress being made.Most upsetting is their last response to us, claiming they can't assist us because of an open loan, after making us wait for months. It's frustrating that they expect us to continue paying for a service that has caused us so much trouble, with the core issues we've raised being completely ignored. We only want a fair resolution and believe Elite Resort Group should act with more responsibility and care in handling this matter. We hope filing this complaint with the BBB will prompt Elite Resort Group to address this situation and work with us towards an appropriate solution. We urgently need to terminate this agreement as it has become financially and emotionally taxing.
Business Response
Date: 10/14/2024
The decision to accept transfer of any timeshare interest rests with the Board of the Association that oversees the Resort, in this case Coral Sands Resort. In this instance the Board will not agree to accept transfer due to the delinquency in maintenance fees and open loan.
Customer Answer
Date: 11/20/2024
Why does the board not consider how ERG put us in this situation and the reason behind ceasing maintenance fee payments? You cant lie to us, extort us for money, and keep us as hostages. Youre going to resell it unless you admit the inventory is useless. We can agree with that stance, but its still up to ERG to make this right and undo the damage to our lives and finances. There must be other options because no one at *** sees a cent for maintenance fees otherwise.
Business Response
Date: 11/20/2024
There is nothing on our files to substantiate any of the allegations made by the Complainant. The allegations are spurious and essentially amount to the Complainant voicing their personal opinions of ERG and making slanderous statements through the complaint process.
Initial Complaint
Date:09/04/2024
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 have been trying to communicate with this company regarding terminating my timeshare ownership and getting my money back. Unfortunately, I have not been able to reach them, or they are ignoring my communications. I need someone to contact me to discuss this. When I purchased the timeshare, I was assured I could book vacations at my convenience however,that hasnt been my experience. I have tried but always faced a lack of availability. I have only used the timeshare once. I experimented with this once. I called as an owner and was told nothing was available. I later called as a nonmember and to my surprise, they told me they had availability! This is unacceptable to me and proves that this investment was a waste of money. I have recently experienced significant health issues. I have had multiple hospital visits and also suffered a stroke. This makes travel more difficult and I need to get this timeshare off my plate. I would like someone to contact me so I can get this matter taken care of. I would also like to discuss my money being returned to me, with a deduction of what the cost of the one vacation would have been. I feel this is a fair request considering my circumstances.
Business Response
Date: 09/12/2024
Availability is a function of the season designated for the timeshare interest purchased. Purchasers guaranteed the right to use within the particular season corresponding to the interest that they purchased, so not every week it available to every member, and moreover, a Purchaser has to be amenable to a reservation that exists within a particular season that is available, they may desire a better week for their use, but they are only entitled to a week that is available. Further, the Newmans failed to make payments they were obligated to make (and were ultimately defaulted) and in that situation an owners right to use is suspended.
Initial Complaint
Date:08/22/2024
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.
I am writing to file a complaint regarding Elite Resort Group and Island Links for their lack of response to our letter and email concerning our timeshare ownership. We initially entered into this agreement with the understanding that we were purchasing an annual ownership. However, we have since discovered that it is actually an every-three-year ownership, and the maintenance fees, which were never discussed during the sales presentation, have continued to rise to an unaffordable level.Despite our efforts to contact our sales representative to discuss the cancellation of this timeshare, we have received no follow-up or assistance. Due to our ageI'm 84 and my wife is 74along with our limited income, we find it increasingly difficult to manage these growing fees for a property that we have not utilized. In 2017, we managed to rent our timeshare for one week through the *********** Island *********************** but our attempts to rent it in 2018 were met with silence, preventing us from making any bookings.Given our circumstances, we urgently request your assistance in canceling our timeshare ownership effective immediately. Your prompt attention to this matter would be greatly appreciated, and we would like options for cancellation to be communicated to us at your earliest convenience.
Business Response
Date: 08/28/2024
The Association will accept the transfer of this timeshare interest but will require a mutual release and payment of the Associations standard transition fee of $1,500.00.
Customer Answer
Date: 09/04/2024
Please respond to business response with the following:
We received your response with an offer of $1500 to pay and be released from our ownership. Due to being misled about the increase in fees over the years and trying to cancel after we purchased only to be denied we request you waive or lower this fee so we can proceed. Again Im 84 years old and my wife is 74 years old and with our limited income today, we cannot afford increasing maintenance fees for something we never used or intend to use.
Business Response
Date: 09/13/2024
While we are empathetic regarding Mr. ********** circumstances The $1,500.00 the complainant refers to is the cost for the Association to accept the transfer of the timeshare. ERG does not accept the transfer of the timeshare interest but rather the Association that manages the timeshare resort does. The cost(s) associated compensate for the cost(s) involved in the transaction.
Initial Complaint
Date:06/27/2024
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.
I need to file a formal complaint against this company. They refuse to help me and their reason is that I have an outstanding loan on the account. I do not feel that this is fair because they have not delivered what I promised to pay for. I am not able to maintain the timeshare and need to give it back. I was assured I could be absolved of responsibility for the ownership. This timeshare creates a financial hardship for me and I cant afford it. Despite attempts to tell them no, *************** reduced the price of the timeshare and assured me that if I no longer wanted it, I could stop making maintenance fee payments and it would absolve me of the timeshare. I had not been able to use it; there was no availability. So I was convinced by ***** that I needed to increase my points to get what I was promised. This solved nothing and only made things worse for me financially. This was a huge waste of money and feels like a big scam. I am a single mother, supporting three children. Keeping this timeshare is not an option for me. I need help.
Business Response
Date: 07/01/2024
Palmera ************* has reviewed the complaint filed herein and responds as follows: the mechanism for cancelling the membership is for the Palmera ************* Members Association agreeing to accept the transfer of the membership (which they are in no way legally obligated to do), and unfortunately they cannot due where there is an outstanding loan balance. It is not the Clubs responsibility to rectify a members financial difficulties resulting from the members decision to purchase a membership. As to availability, there is always availability to fulfill each members points, it is generally a question of a member getting a reservation window that they like.
Customer Answer
Date: 07/25/2024
To whom it may concern,
My Name:
*************************

Regarding: Complaint ID: ********

Ownership Information:
****** 5-7419349

I received a letter in the mail from you, dated for July 2nd, stating that I had 5 days to respond to the letter. Upon review, it appears that the complaint has been closed. I am sorry if any additional communication has been missed from you. I would like to have the complaint reopened if possible. In reviewing the response from the timeshare, it appears that they have done nothing to resolve my complaint. They refuse to help me because there is an outstanding loan balance. Being completely transparent with you, I was in an incredibly vulnerable state during the presentation and purchase of this ownership. During that time, I had recently experienced great losses. Within a short amount of time, I had lost my mother and grandmother. I was dealing with these losses and had my children with me at the presentation. My judgment was clouded. During the presentation, I actually informed *************** that I was not able to afford it. She offered a significantly reduced price but, I was still concerned with being able to afford it. With this concern in mind, I asked her what would happen if I no longer wanted the ownership. ************ assured me that ceasing to pay maintenance fees would absolve me of any further responsibility for the ownership. As a result, I proceeded with the purchase. After purchasing, I was struggling to actually utilize the ownership. During another presentation, I advised a representative, named *****, of this and he assured me that increasing my points would ease the issues that I was having and I would be able to book a vacation. Tarek lied! Nothing changed. I am still unable to utilize the ownership and I am in an even bigger financial bind as a result. I was assured by *** that there would be a way out of this and it is isnt fair for them to refuse to help me. As a result of their representatives lying to me, I have been placed in a horrible financial situation. I am a single mother, supporting three children. The cost of living is at an all time high and maintaining this timeshare isnt an option. I was intentionally misled into thinking that this purchase was risk free and would provide vacations for my children and I. Instead, I have not received what was promised to me and a victim to this financial nightmare.
I need help and anything that can be done is appreciated.

Thank you,
*************************
Business Response
Date: 07/26/2024
While we are empathetic regarding ******************* circumstances as previously noted, it is not the Clubs responsibility to rectify a members financial difficulties resulting from the members decision to purchase a membership. As to the alleged statements regarding termination of the membership, that is not accurate, and there is no evidence in the purchase documents reflecting any such statement.
Initial Complaint
Date:06/27/2024
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.
We are writing to formally lodge a complaint regarding our ownership with Elite Resort Group and to seek your assistance in exiting this ownership. We are responding to their recent offer concerning the surrender of both ownerships, which necessitates a fee of $1,500 each, amounting to a total of $3,000.Firstly, we would like to express our concern over these exorbitantly high fees for relinquishing the property, especially considering that Elite Resort Group will likely profit from these properties once they are resold. As you may understand, we are currently facing significant financial difficulties and are struggling to meet our existing financial obligations.Given our situation, we respectfully request if there is any possibility to appeal for a reduction or, if feasible, a complete waiver of these fees. Furthermore, we were under the impression, based on the sales presentations, that this was a sound investment and feel that we were misled during the purchase process. Waiving these fees would be greatly beneficial to us at this time.
Business Response
Date: 07/01/2024
The $1,500.00 the complainant refers to is the cost for the Association to accept the transfer of the timeshare and is $3,000 since the owner has two. ERG does not accept the transfer of the timeshare interest but rather the Association that manages the timeshare resort does. The cost(s) associated compensate for the cost(s) involved in the transaction.
Customer Answer
Date: 10/31/2024
Please submit the following as my response to the company:

Dear Elite Palmera,
Thank you for the clarification regarding the transfer of the timeshare interests. I understand that the $3,000 fee covers the cost for the Association to accept the transfer, given we have two timeshares. I would like to accept this offer and proceed with the transaction as outlined. Please let me know the next steps and any additional information or documentation required from my end to facilitate this transfer. I look forward to your prompt response to finalize the arrangements.
Sincerely,
***** ********
Customer Answer
Date: 10/31/2024
[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.
Please submit the following as my response to the company:

Dear Elite Palmera,
Thank you for the clarification regarding the transfer of the timeshare interests. I understand that the $3,000 fee covers the cost for the Association to accept the transfer, given we have two timeshares. I would like to accept this offer and proceed with the transaction as outlined. Please let me know the next steps and any additional information or documentation required from my end to facilitate this transfer. I look forward to your prompt response to finalize the arrangements.
Sincerely,
***** ********

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

Business Response
Date: 11/01/2024
Mrs. ******** may reach out to ** (by emailing *****************************) and request the address information for payment to be sent for the transfer of their timeshare interest.
Initial Complaint
Date:06/06/2024
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 am writing to express my disappointment and frustration with the lack of response to my formal request for the cancellation of my timeshare ownership. The circumstances surrounding my request are deeply personal and financially challenging, yet the lack of acknowledgment or resolution from Palmera and Elite Resort Group has added further stress to an already difficult situation.Following a series of unfortunate personal events, including the passing of my wife and a shift to a limited income as a retired schoolteacher, I reached out to Elite Resort Group to request the cancellation of my timeshare due to financial constraints and the inability to utilize the ownership as intended. Despite detailing my situation and the unmet promises and disappointments associated with the timeshare experience, I have not received any response or assistance in addressing this matter.The initial high-pressure sales tactics, unfulfilled promises of affordable travel experiences, and the inability to utilize the timeshare as expected have all contributed to my decision to seek cancellation. The ongoing financial burden and emotional reminders of unfulfilled expectations have made it unsustainable for me to continue with this ownership.I had previously attempted to explore alternatives with Elite Resort Group, including selling or returning the timeshare, only to be informed of legal consequences for non-payment. However, the lack of responsiveness and compassion in considering my circumstances is disheartening and leaves me in a difficult position.I am seeking your intervention and assistance in resolving this matter promptly by facilitating the cancellation of my timeshare ownership with Elite Resort Group. I believe that a compassionate approach that takes into account the unforeseen hardships I have faced would be beneficial for both parties involved.
Business Response
Date: 06/13/2024
Palmera ************* has reviewed the complaint filed by **************. While we are empathetic regarding Mr. ****** circumstances, unfortunately his request to terminate his timeshare was not approved as a result of his having a loan balance for the purchase of the membership. Generally, the Board of the Palmera ************* Members Association will review hardship requests and occasionally will agree to accept the transfer of a membership, but not where there is a loan balance due since that loan is not payable to the Association.
Customer Answer
Date: 06/17/2024
[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 Administratively Resolved]
Complaint: 21812991
I am rejecting this response because:
Regards,
*******************
Customer Answer
Date: 06/17/2024
Dear Palmera Vacation Club,
Thank you for your review of my complaint. I understand the Board's policy, however, I am requesting a special review of my case due to my extraordinary circumstances. Due to a series of unforeseen hardships of illnesses, surgeries, and the death of my wife my finances have been significantly reduced. Given these circumstances and the severe financial burden the timeshare has placed on me. I am kindly asking for reconsideration to terminate my membership. I am genuinely unable to pay the balance of my account. I hope the Board can ***** me the relief I so desperately need.
Respectfully yours,
*******************

Business Response
Date: 06/25/2024
While the ***** of ********* of ****************************************** **** will occasionally authorize the termination of a membership, there is no legal obligation for them to do so. In this instance, the ***** has declined to authorize the termination of Mr. ****** membership.
Customer Answer
Date: 07/01/2024
Elite Palmera Vacation Resort has verbally agreed to cancel my timeshare and loan immediately. I am waiting for their lawyers to mail me the proper documents to sign. I will notify you when the process is complete. Thanks for your help.
Initial Complaint
Date:05/21/2024
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.
I am writing to share the experience my wife and I had with Elite Resort Group. We booked a hotel deal for *********** Island, and we were thrilled about the advertised low cost of around $100 per night and the included day cruise and restaurant discount. However, the reality was a far cry from what was promised. The 45-minute presentation stretched into an agonizing 2.5-hour ordeal on our anniversary (5/13/2021), during which we were pressured into purchasing a timeshare by a salesman who made numerous false claims. He assured us we could cancel at any time if we were unsatisfied, a promise that turned out to be utterly untrue. We discovered, after gaining access to the website (a delay of 60 days post-purchase), that almost every aspect of the offer was misrepresented. The financial strain this has caused is immense, adding unnecessary stress and forcing us to work overtime to cover the costs, which significantly impacts our quality of life. We are unable to use the timeshare, yet we are burdened with ongoing payments for something we do not need or want. This situation has limited our ability to save for essential needs, such as reliable transportation and basic living expenses. Therefore, we are seeking the immediate cancellation of the timeshare agreement to alleviate this undue financial and emotional burden.
Business Response
Date: 05/24/2024
Elite Resort Group (ERG) is the management company for Palmera Vacation Club. ERG has no role in anything having to do with membership sales. However, we have reviewed the contract file for the Seidenbergs and there is nothing in the agreements that provide any assurance that the membership can be resold by *******, whether within 60 days or anytime. We understand that the question of resales or repurchasing of membership interests occasionally has arisen in the past, and the ***** standard policies are that they do not arrange for resale of membership interest in any form or fashion. As to the affordability and financial hardship, that is an issue solely for the complainants and their situation, and no company is ever responsible for the individual financial decisions of its customers.

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Elite Resort Group is NOT a BBB Accredited Business.