Business Profile

Timeshare Companies

Spinnaker Resorts

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

129 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:10/18/2022
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’ve tried to reach out to spinnaker resorts for 3 years and received only 3 responses from them in return. This is completely unacceptable! I have no need for this timeshare anylonger. My husband and daughter passed and I have no one to go with or give it to. I’ve informed them on this multiple times and still they do not seem to care enough to even get back to me. Everything is paid off, they could simply just take back the timeshare and let me live out the rest of my days in peace. Instead I’m here writing to you for help. Please help me get rid of them!
Business Response
Date: 10/19/2022
Thank you for contacting Spinnaker Resorts. Based on the consumer's request, we suggest that they reach out to the Deed and Title department for assistance. They may be reached with the following contact information:
********* **********

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

OR

**************************
That department will be able to assist with your concerns. Thank you again for contacting Spinnaker Resorts
Initial Complaint
Date:10/05/2022
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.
10/04/22, This is the email I sent to Spinnaker Resorts already but no response. The rudeness of the supervisor and her unwillingness to try and help me is uncalled for.
I am in owner at ***** ********* ** ****** *****. Our reservation was cancelled due to Hurricane Ian. I called the reservation number provided in the email I received; however, they were not able to help me with my questions. I ask for a supervisor and spoke with someone named *******. She was not willing to try and assist me and when I ask to speak with someone in management, she told me I was at the highest-level person I could speak with. She was extremely rude and not willing to help me. As an owner for 20 plus years I really did not appreciate her attitude and unwillingness to help get my problem resolved. When I ask to speak with her supervisor or someone in management, she told me that she was the only supervisor I was going to talk to. I expressed that she has a someone above her, but she kept telling I me that she would not let me speak to them. I would like to speak with someone in management about my reservation being cancelled and the inability to get it rescheduled. I DO NOT want to speak with a supervisor in reservations. I want someone higher that level. I can be reached at the above email address. Thank you very much for your assistance.
Business Response
Date: 10/05/2022
Thank you for contacting Spinnaker Resorts. We appreciate the customer sharing their experience with us. Please accept our apologies for her dissatisfaction with her experience due to the unforeseen circumstances in *******. We have reached back out to the consumer directly, and there appear to be no further issues at this time. We encourage the Customer to reach out if further assistance is needed. Thank you again for contacting Spinnaker Resorts.
Initial Complaint
Date:09/30/2022
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.
An employee of Spinmaker named ***** ****** took money from us and 3 other parties for reservations and kept the money. We had to pay for accommodations again. She defrauded all of us using Spinmakers name.
Business Response
Date: 09/30/2022
Thank you for contacting Spinnaker Resorts. We ask that the customer please send an email with more information to *********************** in order for us to review. Once we receive the necessary information, our department will research the consumer's claims and address with them directly. Thank you again for contacting Spinnaker Resorts.
Initial Complaint
Date:09/26/2022
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.
To whom it may concern,

We have been attempting to contact Spinnaker Resorts regarding being released from our timeshare, it is paid in full and we will no longer be using it. We’ve attempted to reach them at least 4 times by letter and have received 1 response in return. It claims they are reviewing our request and will contact us with their decision. This letter was dated 9/27/2021, almost a year ago. It would appear that they have no intentions to answer us.

It’s sad to see that after being a loyal owner for 20 years that we are ignored and treated as if we’re insignificant. We know they have options, especially for people in similar situations as our situation. ****** has Parkinson’s which makes travel very difficult. We are not trying to weasel out of the timeshare. We’ve paid our dues, been loyal to the contract, and made payments on time. We can’t use it, no one we know wants it and they have options to gracefully end the agreement. Instead of providing it, we’re ignored like we don’t even matter. This isn’t right! Please help us.
Business Response
Date: 09/28/2022
Thank you for contacting Spinnaker Resorts. The Customer
Relations department has consulted Southwind Management and ***** ****** concerning
the deed back of the consumer's Spinnaker timeshare ownershipand have confirmed
the deed back can move forward. The necessary
paperwork will be sent out to them UPS 2nd day delivery next week. A representative
from the Customer Relations department will be reaching out to confirm the
address on file in order to facilitate the return of the timeshare interval to
Spinnaker Resorts. Thank you again for contacting Spinnaker Resorts.
Customer Answer
Date: 10/04/2022
[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.
********* I tried tp answer this complaint on 10-01-22 and the server would not allow me to email the BBB. I thought that it might be because of hurricane Ian. I did get it to accept an email from me on saturday ,10-02-22 and I do accept the resolution that Spinnaker Resorts proposed. Please forward this infomation to Spinnaker Resorts customer relations so this matter can be resolved.

Thank you for you help in this matter.
Regards,

****** *****

Business Response
Date: 10/18/2022
Thank you for reaching out to Spinnaker Resorts. The Deed and Title department has reached out to the customer and advised him that the paperwork will be
sent to him tomorrow by *** 2nd day delivery and has confirmed
the street address with him. Thank you again for contacting Spinnaker Resorts.
Customer Answer
Date: 10/20/2022
[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. I am just waiting for the paperwork to arrive from Spinnaker Resorts Customer Relations, to review and proceed with Deed Back to Spinnaker Resorts.

Regards,

****** *****
Initial Complaint
Date:09/20/2022
Type:Order 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.
Southwind Management Company and ***** ****** have been dragging their feet for over a year now. We asked for our timeshare to be canceled because we were set up to believe a lot of false information by sales folks at Hilton Head Island but all the timeshare has done is become a depressing money pit. We can't sell it to anyone as they told us we easily could, not a SOUL wants it. In March 2021 ***** reached out and told us that canceling our timeshare is financially harmful for THEM due to their "tight budget" and its reliance on owners making their payments which was hard to stomach considering the financial ruin THEY put us in but she agreed to review everything and consider canceling us. After asking ***** for updates over and over, most recently we tried contacting her this April, all we get is letters saying our request is still “under review”. We have been loyal customers to this company since 2007 and keep paying them even though its harder and harder every year. We have feeling that ***** told us her review could take a year or longer because they want that long to continue getting our money and that they tell us "nothing we can do" when they do finally finish their review of our situation....but recently we stopped hearing from them completely
Business Response
Date: 09/28/2022
Thank you for contacting Spinnaker Resorts. The Customer Relations department has consulted Southwind Management and ***** ****** concerning the deed back of the consumer's Spinnaker timeshare ownership and have confirmed the deed back can move forward. The necessary paperwork will be sent out to them UPS 2nd day delivery next week. A representative from the Customer Relations department will be reaching out to confirm the address on file in order to facilitate the return of the timeshare interval to Spinnaker Resorts. Thank you again for contacting Spinnaker Resorts.
Business Response
Date: 10/06/2022
Thank you for contacting Spinnaker Resorts. Regarding the consumer's complaint response, the Customer Relations department has confirmed with the Deed and Title department that they will be calling to confirm the address before end of business on Friday and subsequently mailing out the required documents to be signed by the consumer. Thank you again for reaching out to Spinnaker Resorts.
Customer Answer
Date: 10/11/2022
[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.
********: I am in total agreement and accept the business response from Spinnaker resorts. I look forward to themsending the paperwork. Thank you ***** *******. ********

Regards,

***** *******
Initial Complaint
Date:09/20/2022
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.
We were pressured into purchasing a timeshare with Spinnaker Resorts under false promises. I told them I was only interested in purchasing if they had an ocean front property (in ****** ***** that allowed pets. They assured me of both. This is not the case, not only do they not have an ocean front property they do not allow animals at any of their resorts. The closest thing to an ocean front resort in ****** **** is their resort called ********* that is about a 15 minute walk to the ocean. You can’t even see the ocean from any point on the property. They also told us that we could pick our stay at anytime. This too is false. They will only allow you to make a reservation within 30 days of your stay. This isn’t feasible for most people who have jobs. Usually you have to put in for vacation and wait for it to be approved. Had they been truthful about all of this I would not have made the purchase. We have been trying to contact customer service since our 1st and only stay July 11, 2021 and they have yet to respond. Upon my multiple attempts to contact them they have either given me invalid emails or they transfer me to someone’s voicemail and they never return my calls. This is unacceptable treatment especially for someone that is supposed to be an “owner”. They were in constant contact and eager to communicate with me when they were pressuring me to make a purchase but now they don’t seem to care at all about their owners.
Business Response
Date: 09/28/2022
Thank you for contacting Spinnaker Resorts. In researching the consumer's complaint, we have found that they purchased a Spinnaker Floating Ownership which gives them the option of several of our resorts on ****** ****. With this type of ownership, as outlined in their contract, they can book at different resorts at different times during their usage year. For assistance in booking the dates/ location of their choosing, we recommend contacting our Owner Services department toll-free at *************
In reference to Spinnaker's pet policy, per ADA regulations, we do allow service animals. However, Emotional Support Animals are not considered service animals by the ADA. Spinnaker does not allow Emotional Support Animals on property, as outlined in the consumer's contractual agreement.
Thank you again for contacting Spinnaker Resorts.
Customer Answer
Date: 09/28/2022

[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: ********

I am rejecting this response because: it does not resolve anything stated in my claim. I am well aware of the different resorts available for reservation in ****** **** and I am aware of the pet policy, now. However, My complaint is they lied to me upon purchase. Spinnaker Resorts sold me a time share stating that there was an ocean front resort in ****** **** and that ALL resorts allowed pets. This simply is not the case and is not what I was promised. I did not find out that there was no ocean front Spinnaker properties or that pets were not allowed until my first and only stay at the resort.

Regards,

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

Business Response
Date: 10/05/2022
Thank you for your response. Fortunately, the customer's ownership can be exchanged through Interval International for multiple resorts located on ****** **** ******, (and around the world), that are ocean front properties. Please contact Interval International for instruction on how to achieve this for your future vacation(s) to ****** **** ******* **. Our Owner Services department can also answer any questions that you may have regarding this process. They can be reached at **************
In reference to the pet policy at Spinnaker Resorts, we clearly outline in the contract that pets are not permitted. For your convenience, we have attached this customer's acknowledgement from their signed contract that we have on file stating that pets are not permitted at our resorts. Thank you again for contacting Spinnaker Resorts and we look forward to seeing you on your next vacation!
Customer Answer
Date: 10/07/2022

[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: ********

I am rejecting this response because: I do not know why they keep sending the same response. I know how the Intravel services work this is not my issue. My issue is, as stated before. While talking to a sales person named ***** before anything was signed. I told them I didn’t want to make the purchase because I was not interested in traveling to any other state or beach other than ****** ****. I didn’t want to purchase anything that wasn’t ocean front IN ****** **** or anything that wouldn’t allow my pet. I then was told that if I purchased said time share with Spinnaker that they had ocean front resorts IN ****** ****. They specifically said Spinnaker has ocean front resorts IN ****** ****. I was also told that pets were allowed NOT just service animals ALL PETS. I only found out that both those statements are false upon my first and only stay at the ****** **** resort. I specifically said I did not want to purchase unless they offer those two things. Had I known that the information provided was false I would NOT have made the purchase. What I purchased is not what was presented to me at the time of purchase. Regards,

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

Business Response
Date: 10/26/2022
BBB #********
********

As a final update please know that we have thoroughly reviewed the
Consumer’s statements in conjunction with the available records in their owner
file and find that the evidence doesn’t support their claims.

The Consumer states they are requesting cancellation of their contract
due to Spinnaker not having an ocean front property on ****** ****, ** and because
of our No Pet policy. Additionally, they state they told the salesperson “I
wasn’t interested in traveling to any other state or beach other than ****** ****…”

In direct contradiction to the allegations,
we find that the pet policy was properly disclosed and acknowledged by the Consumer
by way of the initialed representation within the contract documents that states
NO PETS (see attached). This was gone over during the verification process (signing)
to ensure understanding of the contract terms. During this time the Verification
Officer noted that while going over the No Pet policy the Consumer asked, “What
if they are a service animal?” and was told the animal would need to be recognized
as by the ADA.

While they also state they only want
to travel to ****** ****, one of the 3 reasons for purchase that they provided
was “Various Destinations” (attached) indicating they planned on traveling to
other locations. As explained previously,
we do not have a resort in SC that is ocean front. As an owner they may use their
II membership benefits to exchange their week to an ocean front resort on ****** ****
******. Finally, we have no record of the
Consumer making a complaint about their 2021 stay or the policies until receiving
this BBB complaint.
Based on the foregoing, we feel the
Consumer is not being honest about the claims of misrepresentation. Therefore, the Customer Relations Department does
not find justification in the request for a cancellation or refund and is
closing interest in the concerns expressed in the original communication.
Initial Complaint
Date:08/25/2022
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 are filing this complaint with the Better Business Bureau against Spinnaker Resorts for the lack of customer service and/or response at all to our concerns/request to be relinquished from the timeshare contract. We have contacted them on several occasions, and we were told by their representative, ***** ******, that we would hear from them within 6 months regarding our request to have our contract cancelled from Spinnaker Resorts. We have not heard from them since October 2021, and it is now August 2022.

We would like to receive the customer service we deserve as owners with their company, as well as our requests to have this contract relinquished fulfilled. We no longer want to remain owners of a company that fails to assist their owners with any assistance at all. We have also informed them on several occasions that we can no longer afford this timeshare, and yet they are still dragging their feet.

We will be anxiously awaiting a prompt response from Spinnaker, so we can move forward in our lives without this timeshare. Thank you!
Business Response
Date: 08/26/2022
Thank you for contacting Spinnaker Resorts. The Customer Relations department has reached out to the Deed and Title department and records indicate that the Owner sent a letter requesting deedback/termination and in
May we acknowledged our receipt of his request. We have since revised the
deedback program and he does qualify for a deedback at this time. An approval letter will be prepared and generated on Monday, August 29, 2022 to be emailed to the Owner. Please be advised that there is a deedback fee of $1,000.00 for the fees incurred in this process. Thank you again for contacting Spinnaker Resorts.
Initial Complaint
Date:08/18/2022
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 03/10/2018 we purchased a 4 night package for King's Creek Resorts Williamsburg Virginia for$250.00. I called to make a reservation for Oct. 2022 stay. They are refusing a reservation and won't return our money. They say we don't qualify. Taking our money qualifies us.
Business Response
Date: 08/18/2022
Thank you for contacting Spinnaker Resorts. Based on our records, the consumer signed an agreement on 3/10/2018 that had an expiration date of 3/10/2020. Had the package been used during the required time frame, they would have been met with no complications. The consumer reached out again on 8/10/2022 to book dates in October of that year. Spinnaker does allow package holders that have expired packages to book if they meet current qualifications. Unfortunately, the consumer did not meet the qualifications at that time, but were advised that they could transfer to a family member/friend that did meet the qualifications. Another call from the consumer was received on 8/15/2022 in an attempt to book again, which they did not meet the criteria for due to their qualifications and the expiration of their package. Unfortunately, due to the time-frame and the stipulations, we have exhausted all attempts to assist. Please reach out to ******************* with any further questions. Thank you again for contacting Spinnaker Resorts.
Business Response
Date: 08/23/2022
Thank you for your response. Travel must be completed within 12 months of the date of issue. As a courtesy, that date was crossed out and the consumer was given 24 months instead of the standard 12. Thus, the package expired in 2020. At the time of purchase, the consumer claimed that they had suitable income to qualify for the vacation package which they now claim as false. Thank you again for your response.
Customer Answer
Date: 08/26/2022

[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: ********

I am rejecting this response because:In 2020 COVID-19 started. We were quarantined and couldn't travel.

Regards,

********* *******
Initial Complaint
Date:08/16/2022
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 written multiple letters to Spinnaker but they have not bothered to respond. We have a contract with them from ******* ******** that we are needing to have terminated. We have addressed our concerns to them multiple times in different formats.

Our problem stands as Spinnaker is not responding to our recent letters or emails. The only response we have obtained from them is a letter stating that we are harming their association by choosing to terminate. What we do not understand is why that would be our problem. If anything Spinnaker should pay any portion that is left as their representative mislead us in the initial contact.

They told us it would be easier to sell this property if we no longer wanted it which was a lie! The most intriguing part of the presentation that I recall is being able to travel anywhere in the world. These “popular” destinations are never available to use, hence not being able to utilize the ownership.
Business Response
Date: 08/16/2022
Thank you for contacting Spinnaker Resorts. The Customer Relations department has reached out to the Deed and Title department regarding the consumer's issue and they have advised that the current parameters of the Exit Program are for the owner to be current in the assessment fees, which records show the consumer is at this time, and a deed back fee of $1,000.00 would be required. Customer Relations will advise the Deed and Title department to prepare an Approval Letter based on these requirements at the consumer's request. Thank you again for contacting Spinnaker Resorts.
Initial Complaint
Date:08/15/2022
Type:Service or Repair 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 husband and I were sold something by spinnaker resorts under false pretenses.
We spent our money with this company to come down and view their property for possible ownership in a timeshare. When we were sold this package we were originally was supposed to stay at the ******* *** ***** **** with balcony. However after arriving they did not have a reservation for us and it took over an hour to find somewhere for us to sleep. We were told that if we didn’t stay that we were going to be charged $300 on our credit card. we were placed in the most nastiest hotel, with mold and mildew and corrosion. I couldn’t even shower the bathroom was so disgusting the television was cracked, the dressers were nasty , and I slept in my clothes. My husbands eye got infected. I also took pictures to provide as well. We contacted the resort about the situation provided them with the pictures and the email that states where we were originally supposed to stay. However they told us that is was nothing that they can do about it and basically we had no choice but to stay there. They said that they couldn’t place us anywhere else. The hotel that we were placed in was the best western. Our whole Trip was ruined and my husband and I left and went home even though we had another night with them. This was so disrespectful, nastiest place I’ve ever been too and I will never trust this company again. The rep told us when we checked in for our presentation that they were not going to send us back to that room but when we declined the ownership for the timeshare he was not able to do anything anymore. That was a slap in the face and I would never stay with them again
Business Response
Date: 08/15/2022
Thank you for contacting Spinnaker Resorts. After further review of the documents provided, we would like to offer a sincere apology as well as a full refund for the package along with the $59.00 travel protection. Again, please accept our apology and please contact the Customer Relations Department at *********************** with any further questions. Thank you again for contacting Spinnaker Resorts.
Customer Answer
Date: 08/17/2022
[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,

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

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This business has 1 alert

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Spinnaker Resorts is NOT a BBB Accredited Business.