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:03/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 hope this letter finds you well. I am writing to formally lodge a complaint regarding my experience with the Iberostar Club Membership, which I signed up for in October 2023. Regrettably, my experience with your membership program has fallen far short of the promises and assurances made during the sign-up process.Upon signing up for the Iberostar Club Membership, I was enticed by the prospect of accessing a world of travel opportunities at a fraction of the cost, as well as an array of perks and benefits. However, since joining, I have encountered numerous discrepancies between what was promised and what has been delivered.During my first trip in February, none of the perks that were marketed to me were fulfilled. I was assured that transportation to and from the airport to the resort would be provided, yet this was not the case. Additionally, I was informed that a representative would be present to assist us through the airport, which also proved to be untrue. Furthermore, I was led to believe that certain services would be provided free of charge without any restrictions, yet this too turned out to be false.Despite filing a complaint with the club regarding these issues, I have received no response. I was informed that someone would reach out to me within 48 hours, but to date, I have not received any communication from your company. This lack of responsiveness is deeply concerning and reflects poorly on the level of customer service provided by the ********************** Club Membership.Furthermore, the financial aspect of the membership has been equally disappointing. During the initial presentation, I was informed that the same trip I embarked upon would have cost approximately $1000 for a 10-day stay at your top resort. However, when attempting to replicate this trip, I found that the actual cost was five times higher, with no significant savings to justify the membership fee.Additionally, one of the secondary perks of the membership was access to a website called Trendsetter, with the club covering the first year's subscription fee. However, it took me five months of persistent follow-up calls to gain access to this purported benefit, which is unacceptable, just ot find out it is not even what the advertised it as. In light of these issues, I am left with no choice but to conclude that the Iberostar Club Membership is not only a disappointment but also appears to be a deceptive scheme. Therefore, I am formally requesting a full refund of my deposit and the immediate cancellation of my membership.Thank you for your attention to this matter. I look forward to your prompt response.

• Initial Complaint

  Date:03/10/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 an Iberostar resort in ********** for our 20 year anniversary. Everything was wonderful until the presentation. We were told since it was our anniversary they had so many wonderful things for us, I should have known better. We showed them what we paid for the entire vacation including flights, in turn they showed us many different LOWER prices that they could offer if we joined their exclusive membership program. Well we did and now we are finding non of it is true. I can book flight and accommodation at any of their resorts on my own for much cheaper. No one will contact us back, weve tried contacting our representative, customer service, etc and nothing. We bought the $12000 membership and are now pay monthly! Please help

• Initial Complaint

  Date:02/23/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 Wife and I while on vacation were convinced to join Iberostar the club. It turned out to be an ordeal as poor operations on Iberostar's part prevented us from accessing the services promised. It took multiple attempts to set up the entitled users on their web-based platform, after which the glitchy website did not work the majority of the time, denying us access to the promised services on top of other issues. I notified them in writing that my wife and I consider the contract they had us sign void, for several reasons, the largest one being the inadequate web-based platform, an issue they seem to be aware of due to the number of complaints I have seen on line about their site going back more than a year. I have videos of me attempting to use this website to no avail, it rarely works. I was contacted by ******************* from *************** his title was "Head of Membership Solutions". Of course he maintains the contract is in force and said that eventually the account will come past due and sent to "collections". He cancelled our next upcoming payment of $5750 and said the next would be in April and that is when the account will go past due. I also caught him in a lie, he repeatedly tried to impress upon me that the company had 15 'business' days to fix a problem, while the contract states ********************************************* that sentence. All we want is for this to be as if it never happened, we particularly DO NOT want them to start collect proceedings that *** harm our credit rating. Ideally, we would like to recover our initial payment, but the written guarantee that they are ending this relationship and there is no other financial obligation on our part would be acceptable. If they do try to collect and harm our credit, that will provoke legal action on our part. The aim is to get assurance that this matter is closed and there will be no future financial repercussions. Attached you will find the email and the membership contract cancellation clause.

• Initial Complaint

  Date:01/21/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 booked a vacation for our family ww consisted of a beachfront, Jr suite with two bedrooms. Upon arrival we were told what we had paid for was not available.. we were given two separate rooms that were not adjoining that were much less in price than what we had paid for. My young daughters stay in the room by their self. We were told by a supervisor that we would be given a refund for our circumstances.. We have yet to receive a refund even though we have emailed, called and paid multiple visits to the front lobby to speak with management. We paid for a two bedroom, Jr suite that we never received. We were given a bait and switch scenario. We have emailed the corporate office. We have called the resort several times. There is no resolution as of yet.

• Initial Complaint

  Date:11/07/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 joined the club and was promised a 25% membership all their hotels and resorts. While trying to book another vacation we realized that the offer of 25% discount was immaterial to the amount that we would have to pay. We were told by ********, the employee, that we could cancel this contract at anytime and we would only have to pay for the service/s that we used.We are now finding out after calling to cancel, that we cannot cancel as per our contract. We were told over and over that we could cancel at anytime. We did ask several time if we could cancel and was told we could.

• Initial Complaint

  Date:09/28/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a vacation club with Iberostar in February 2023. The people at the hotel were very manipulative and persuasive. When we arrived at Iberostar, they would not leave us alone until we agreed to sign up with them for a tour of their hotel. The following day, we went on the tour and then back to the office where they showed us that their membership packages are much much less than any other agencies that we could book through. Which is false, I have researched through a travel agency and online booking venues, the Iberostar membership is not a perk. After the purchase, we were told we would be able to book vacations at a fractions of the cost, which is false. I would like a refund as I have tried calling to get one and was told I could not. Please help

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 July we were at Iberostar in *******. My husband and I agreed to a 90 min presentation which turned into 2 day event, July 16th and 17th. We spoke with several people, they even came to our room to offer better terms, they would t take no for an answer. Despite feeling coerced I gave in and my husband felt it might be worth it, we signed up on July 17th. We called them yesterday, Sept 7th and today requesting account be cancelled and our money be refunded. We explained I am out of work since June due to health issues and havent got a new job yet) and my spouse is on disability. We both spoke with ****, cancellations, he stated cancellation is at Iberostar discretion and declined to cancel; he offered to push back next payment or remove card and send account to collections. We asked for the card to be removed from account. We are also speaking with out credit card company. We really need some help.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Our youngest son passed a way 2 yrs ago, my wife and I decided to go to Iberastar in *********** ******* for 4 Day to ease the grieving process a little. We Arrived at 3 pm the first. the following morning the phone rang and that we entitled for a free Spa for my wife, and a candle lit Dinner on the beach. Then we were told to come to the front desk the next morning early and we should bring our credit card. The following we went to the front desk, and we were met by a representative ( first con man) then he to us to another called Suites for breakfast then he sat with us and stared with his sweet Talk.Then he took us into a admin building. Then we sat down ,we were introduced us to *********** ( The Master con man) h started by telling us that the price we paid for the trip (we booked the trip ******************. $3.300.00) then he said if booked the trip with Iderastar the Club it have cost us $1,200.00. He said we would get rooms for$75 and a yacht 1200,no block out days .we sighed for 7yr package $11.000 Deposit ****, ****** month.then they said we can cancel with in 5 days,we were still at the hotel about. 4 months past and we paid $222 per month,I went one like to ******** to check out . Then we discovered it was big scam, nothing was true, I called hundreds of times no one will answer ,so stopped payments. Every month they send us demanding payment. If you ****** iberastar scam you will see tons of complaints. We need some one to protect from the Iberastar Scam, and help us get back our money,you are the only person who can help us. Thanking you in advance . *****************************$

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 request your assistance with a matter involving IBEROSTAR the CLUB. I have attempted to resolve this issue directly with them, but they have been unwilling to rectify their error.The issue at hand is that there are unsigned documents on my contract with IBEROSTAR the CLUB. As a result, I am concerned about being involved in any financial transactions and I have requested that they refund all funds they have charged my credit card.I have taken the following action to address this issue:- I have sent a consumer complaint to *************************** IBEROSTAR the CLUB, disputing that I did not fully sign the contract and requesting full termination of any membership and provide full refund.- I have also submitted a dispute through my credit card company for unauthorized transactions to my account for $27,611.68 that is currently pending investigation results.Despite these efforts, I have yet to receive a satisfactory resolution from IBEROSTAR the CLUB. Therefore, I am seeking your assistance in resolving this matter.I kindly request that you investigate this issue and take appropriate action to ensure that I am not held liable for any financial transactions related to the unsigned documents on my contract. Additionally, I would greatly appreciate your assistance in securing a full refund for the charges made to my credit card.Thank you for your attention to this matter.Sincerely,***************************

• Initial Complaint

  Date:04/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 stayed @ Iberostar in March and was coerced to become a member. My friend and I thought it was a good deal. Upon returning to the **, the contract was read, research was done and we decided to cancel before the five days stipulated. Ive never received any email from Iberostar to sign for refund. They promised to refund the credit card used. As you can see, only partial payment was issued with no explanation as to what they are charging me for. Ive been reaching out to them, ever since the credit card company, informed me of not obtaining the full amount of $3,150.00. Since the contract was between me and another person, both emails and pertinent information was on file and each of ** should have received an email agreeing to the refund amount, explained the reason $500.00 was kept. All co-signers should have been notified of charges. Ive called several times and emailed with no response, other than Forwarded to the correct *****