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:07/12/2023

  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.

  I have been made aware that you have received other complaints about the Royal Resorts (RR) split-up and sale to IHG and Hilton. Interval Servicing handles the points program for stays at Royal Resorts. The big issue seems to be the fact that, under our contract with RR, we, as members, were allowed to choose to use our points to stay at any RR facility, per our contract agreement with them. We have done so in the past. With the split-up and sale of RR, confusion has arisen and their reps dont know what to tell members in regards to where and how we can use points. I have personally been given conflicting information by several different reps, in the course of making several phone calls to them over the last few weeks. Some examples: 1) Theyre not taking reservations now; or that we can make reservations but only for our home resort and that we cannot transfer points to the other resorts or that we can transfer our points to the other resorts but there is a penalty. Obviously the whole operation is in turmoil. We Points Members are caught in the middle between Royal Resorts/ Interval Servicing and IHG and Hilton. This complaint is really against Royal Resorts, Interval Servicing, IHG, and Hilton and the ambiguity of our status. My contract # is *******. My membership # is *******. They really should have planned ahead before this buy-out and informed their employees and customers of equitable options. They are not honoring our contract.

  Business Response

  Date: 08/07/2023

  Interval Servicing Company, LLC is an administrative servicing company for some of the programs implemented in Royal Resorts. In regards to ********************** complaint, I would like to affirm that:

  a) Interval Servicing Company was not part of, nor involved in the Royal Resorts split up and sale to IHG and Hilton.

  b) Interval Servicing Company was not involved in the customer service assistance provided to *******************

  c) Interval Servicing Company was not part of, nor involved in the sale of the points program ****************** referred to in her complaint.

  In short, Interval Servicing was not involved or part in the events described in ********************** complaint.

  As part of Interval Servicing Company administrative services, we notified the appropriate parties about this complaint and they mentioned they would attempt to work with the member in reaching an amicable solution. Our recommendation is for ****************** to continue to reach out to the contact numbers, members were provided.
  

  Best regards,

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

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20309802
  
  I am rejecting this response because:  We had an offer from Royal Resorts to give us a partial exchange for points, but not a 1:1 exchange.  Other members have received a 1:1 exchange.  How can this be fair?  In addition they will raise our membership fees to almost double what they were last year.  That is unacceptable.  We ask for a complete refund and termination of our membership.  This is a fiasco.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/09/2023

  As mentioned before,Interval Servicing is an administrative servicing company with no involvement in the sale or service to the points program and as such we have no authority to solve this claim.

  As the administrative servicing company, we will forward members complaint to Royal Resorts with the expectation that a mutually beneficial agreement can be reached.

• Initial Complaint

  Date:07/10/2023

  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.

  We bought timeshare points with ***** Resorts in April 2022. We paid 25k for **** points per year and will do all transactions through interval services. Part of owning the points was the ability to stay at any of the 6 other ***** resorts and access to RCI to trade our points for other vacations. Those 2 reasons are the reasons we bought the points - lots of flexibility. In **** ***** resorts sold the *********. We no longer have access to anything but what the ********* will become. We went into a contract with Interval and then they did a bait and switch.

  Business Response

  Date: 08/07/2023

  Interval Servicing Company is an administrative services provider and as such it is not involved in the promotion or sale of vacation products.

  **************** stated in her complaint "We went into a contract with Interval and then they did a bait and switch". There is no such contract because as stated before, Interval Servicing is only an administrative services company with no part in this interaction.

   

  Best regards,

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

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20301543
  
  I am rejecting this response because:  Interval servicing is who we paid 30k+ for this timeshare and they take our $$ for maintenance fees too.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/09/2023

  As stated before, Interval Servicing is an administrative servicing company with no involvement in the promotion and sale of vacation products or the maintenance of the premises where the resorts are located. As an administrative servicing company, Interval Servicing has no participation in the resolution of this complaint.
  
  Please ask member to review the membership agreement, as well as the name of the beneficiary for the purchase price and maintenance fee paid for the timeshare. In neither document Interval Servicing appears as a beneficiary of said payments.
  
  As part of Interval Servicing duties, we will forwarded Ms. ******* complaint to Royal Resorts with the expectation that a mutually beneficial agreement can be reached.

  Customer Answer

  Date: 08/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/10/2023

  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.

  In May 2022 we contracted with Interval Servicing for a vacation plan with ********* ******. In May, 2023 we were notified that ********* was sold to ************** LLC. Our contracts states we have an exchange program allowing us to access RCI contract resorts worldwide and exchange with other Royal Resorts. We have been denied access to all RCI resorts, Royal Resorts and cannot even book with our points at *********. Our contract is paid in full. We want our contract canceled and all of our money refunded. Agreement #*******. Multiple phone calls and emails to Interval Servicing, Royal Resorts and ********* either go unanswered, we are told to call someone else or given conflicting information. We have been provided to contact information for Tortuga and cannot find anything but an address in ******. Interval Servicing has all of our records and contract so no need to upload anything.

  Business Response

  Date: 08/07/2023

  Interval Servicing Company is an independent administrative servicing company, and as such, it is not part of any reservation, promotion or sale of vacational products.

  As part of its servicing duties, Interval Servicing forwarded this complaint to the company in charge and they informed that the issue was solved when the member (***********************) opted to switch his membership in the resort "*********" for a membership in the "Royal Haciendas" - Membership No. 1095515.

  If member lost any occupancy rights, he regained it with the new membership agreement in The Royal Hacienda.

  Best regards,

  ****

  Customer Answer

  Date: 08/07/2023

  The issue is not resolved. A new contract is being negotiated but has not been finalized.

   

  Customer Answer

  Date: 08/07/2023

  The issue is not resolved. A new contract is being negotiated but has not been finalized.

   

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20297861
  
  I am rejecting this response because the issue is not resolved. The contract is still in dispute. There has been some discussion. The first offer was rejected. The new offer was received but not yet finalized.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/09/2023

  Members response has been duly noted. Interval Servicing will forward members comments to Royal Resorts with the expectation that a mutually beneficial agreement can be reached

  Customer Answer

  Date: 08/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/19/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an innocent mistake while processing a time share transaction. It costs me 10 months of usage time. The company refused to help me in any way. Stated since it was done on line there was nothing they could do. Do we control computers or do computers control us? So much for customer service !

  Business Response

  Date: 08/07/2023

  On August 2, 2023 I received the notification of the complaint from the BBB and on that same date, I received notification that the case was closed due to lack of response from Interval Servicing.

   

  Please allow me to respond:

  The agent who attended this case with ******************** informed that, as ********************** request was nor possible, the unit was retuned to her control on 6/20/2023. She experienced no loss of usage for the unit she owns.

   

  Best regards,

   

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

  Customer Answer

  Date: 08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/20/2023

  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.

  On November 21, 2022, my bank sent a check for $926.00 to Interval Servicing as they requested for the annual fee for 2023, for **************** contract :*******- type CC Points. This contract was still being negotiated because when I was pressed to signed it on August 18, 2022, in ****** on ******************'s office, I didn't understand well what they told me. At that time, I was spending my week in my villa with some relatives, but I was by myself that afternoon in their office. I did not understand all the implications of giving them my royalties for my Villa on ****************** (Villa 4621-A&B week 32) that my husband (now deceased) bought about 30 years ago. Especially I didn't understand what I'm being told now. I'm being told that I have a "loan". I'm a 79-year-old senior citizen and I can't pay for a loan. I thought that my ***** points for ****************** that they said I had plus the ***** points for my Royal Hacienda (Villa 316 A& B- week 31) that they also told me I had, were enough until they sell ******************. I think now that the whole situation was very misleading. Due to those circumstances, I cancelled such contract and requested the return of the annual service fee for 2023 that my bank had sent ($926.00) for services that were never rendered. But they refused. One of their staff members *****************************, notified me that the $926.00 that my bank sent for the annual service fee, was transferred to cover the loan and therefore was not refundable. But I never authorize anyone to transfer that money. I have a number of e-mails that I can provide you with to attest what I'm declaring. This had been a tremendous hardship for me. I have high hopes that you can help me. Thank you in advance for your assistance,Respectfully,***************** ********************* I do not know how to upload the documents. I live by myself in ********. Would you give me some time to ask someone to help me. I think I can send the e-mails to your e-mail address.

  Business Response

  Date: 05/05/2023

  To whom it may concern,

  Member request for reimbursement was completed on 1/24/2023 as shown in the attached document. The compliant has been resolved to member's satisfaction.

  Please adjust file accordingly.

   

  Best regards,

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

  Interval Servicing Company, LLC

  President