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:04/02/2025

  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.

  ***** ****** and ****** ******, booked a vacation on October 18, 2024, for our trip from March 21 to March 29, 2025. We booked our vacation through Expedia to stay at the *************** at *************, **************, in ******. The total cost of the trip was $21,090.19. Our itinerary number with Expedia is **************. We booked a trip to ******** because it is a family trip to stay at ********, a theme park resort in ****** that is focused on families and children. Upon arrival, we learned that ******** is NOT BUILT! It will not be completed until November 2025. This is NOT what we purchased or what we paid for! This is FRAUD! We need a refund as we were not given the goods we bought! They sold us a resort stay to a resort that is under construction, the roller coasters are not complete, the park is not open yet, because it is in the process of being built. We had to spend a couple thousand dollars more to give our kids something to do because they placed us at an adult resort with nothing for our children to do. We had to buy excursions because there was nothing for our children to do there. The room was smaller thn what we booked also. This is important because we booked a room at ******** with one KING bed, 2 double beds, and 2 twin beds, as we are a family of 6! We received 1 king bed and 2 double beds; my 2 youngest children had to sleep on the ********* had to ask for a rollaway bed! When we arrived they set up a whatsapp group text & asked why we were not at ********? They completely ignored this questions on text the entire stay. Later, when the had us attend a time share event? We asked at the time share agent why we were there? We finally got the truth, ******** is not open it is closed because it is in the process of being built! We were supposed to be at a resort with free breakfast too and we did not get that. See photo where it says free breakfast included. They sold us something they did not deliver. We need a refund!

• Initial Complaint

  Date:10/28/2024

  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.

  Complaint against: Grupo Vidanta ************** at **************)Date of transaction: October 22, 2024 Amount paid: $50 USD for the tour, with an additional $150 USD unexpectedly charged during the tour What the business committed to provide: A tour to Chichn Itz, Cenote Saamal, and ********** for $50 USD for two people, with a presentation at The ***************** and a promised $150 USD refund upon attendance.Nature of the dispute: The business failed to deliver the promised presentation and refused to refund the $150 USD after multiple cancellations.Complaint details:During our stay in ****** from October *****, 2024, we visited Grupo Vidantas travel agency at ************** on October 22. A travel agent offered us a tour to **********, Cenote Saamal, and ********** for $50 USD for two people, conditional on attending a presentation at The ***************** on October 24. We accepted and paid $50 USD in cash.On October 23, we attended the tour but were unexpectedly charged an additional $150 USD (see receipts attached). The agent assured us this amount would be refunded upon attending the presentation. However, on October 24, we were informed the hotel was under maintenance, so we rescheduled for October 27. Then, on October 26, the agent canceled again, citing no breakfast service on Sundays (see screenshot of notification).Due to these cancellations, we were unable to attend the presentation through no fault of our own, and the agent refused to refund the $150 USD as promised.Resolution requested:We request a refund of the $150 USD, as we were prevented from fulfilling the condition due to circumstances entirely controlled by the business.

• Initial Complaint

  Date:10/09/2024

  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.

  3 years ago, I purchased a contract to stay in any Vidanta resort while standing in a room in *********. I just tried to book a room 3 years later and they tell me the room hasnt been built yet and the room I was standing in was a demo. 3 years they kept my money! I am sick of them. They are a scam and I need a refund.

• Initial Complaint

  Date:10/04/2024

  Type:Sales and Advertising 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.

  9/24/24 We initially signed a contract to purchase a Loft timeshare with Vidanta Legacy in ***************. We gave them a $750 US dollar deposit $450 on a credit card & $300 cash. On 9/25/24 we went to PROFECO office in ******* to have them draft a letter of cancellation & sent a letter via registered mail in ******, emailed a *********** delivered a copy to Vidantas Sister resort ************. On 9/28/24 I received an email saying the contract would be cancelled. On 9/30/24 the *** emailed telling me the had returned my deposit to my credit card however the $300 cash could only be returned if I provided them with my personal bank account information via email & on the same form stating I would remove all negative remarks release. I asked for their policy regarding in writing regarding with my signature in the event of cancellation how cash deposits are returned; the ***resentative ignored my request nor provided any policy. I consulted my *********** advised against me providing my account number since the company is in ******************** is being sent via email. I did provide Vidanta with alternative options like sending me a check (they state they have an office in the **), my ******* Venmo, CashApp information, I suggested a **** gift card or even crediting my credit card the additional $300. They simply stated they could not & needed my bank account number. According to the release I have 39 days to provide them with the information or I lose my money.

• Initial Complaint

  Date:09/23/2024

  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.

  My wife and I won a charity auction, a trip for 1 weeks stay in ******. They had a local travel agent we worked through, and when we got ready to book our room we requested an ocean view. They never responded to that request. We get down there and by time we got off the tram, we discovered it was a time share vacation, to which that was not clear to us. They had sit through a presentation which ended up being 4 hours. There was no such thing as an ocean front lodge anywhere. We got a chance to get in the pool for a half hour, and I ended up getting sick. We took the next flight home and come to find out, when checking out we were supposed to put 1000 dollars on our card. We did not get any copies of documents signed. We only spent 300 dollars worth and we are told that it is non refundable.

• Initial Complaint

  Date:05/01/2024

  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.

  Purchased timeshare on March 7, 2024 for ****** USD through Vidanta in ******************************************* was our sales person, and ***** completed the closing. As part of the agreement, we were to sell our current timeshare through a company they work with. This was all being honoured. However, no one reached out until March 17, 2024 when we were outside of the cooling period(which were were not informed of), and once we paid for the service, we were put on hold until Vidanta had received their full payment. At this point, their affiliate company referred us to another company who then asked for an other fee. There was no disclosure about this by Vidanta. All of the details were not made available to us. There have been other complaints in this regard we have found online, where Vidanta asks to be removed from the other complaint. We have reached out to Vidanta requesting a refund, but no one has responded. We were not provided all the required information to review within a reasonable time. Vidanta stopped responding to any inquiries once the 5 days had passed.

• Initial Complaint

  Date:03/16/2024

  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.

  I purchased a timeshare from Vidanta in January 2014 for ******. I had owned here previously and traded up to a more expensive unit. I have been an owner since 2004. My contract included a senior certificate which was sold as a benefit of reducing maintenance fees upon attaining 75 years of age. The contract stipulated that a 10 year maintenance assessment would become due each *************************** January 2024 I called to schedule a visit and I was told that my contract expired after ten years! I complained that I was told my contract could be maintained for 100 years! Also my senior certificate states that it is for my lifetime! The Vidanta representative states that the contract ends ten years from the date of signing, even though the sales rep wrote on the contract renewal up to 100 years and eligible to be left to our heirs! If the intention was to end my ownership in 10 years, why does the senior certificate state it as a lifetime certificate when the company knew they were ending my ownership in 10 years? I feel these unscrupulous business practices should be disclosed to protect the unknowing customers that the cost to them buying from Vidanta is more that twice the cost stated in the sales presentation considering it is their practice to end you ownership purchase in 10 years!

• Initial Complaint

  Date:01/26/2024

  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.

  On our last day, housekeeping was cleaning our room while I was working on my laptop in the living room. When housekeeping left a couple of hours later, I wanted to go out for a walk but could not find my AirPods- they had just been on the dining table a couple of hours before. The "Find My" app started tracking the AirPods outside of the room, the arrow pointed to the service room behind the parked housekeeping cart. We went inside. There was another smaller cart, near which the distance on Find My became 0. We looked inside what looked like a garbage bag. The AirPods were hidden in a small paper basket underneath some Kiwis and other things. We video-recorded the hall, cart, and where the AirPods were placed (see screenshots) and then called security. We were appalled by what happened mainly because we left far more valuable things in the room, like cash and our travel documents, so we spent the next few hours checking to ensure we had not lost anything else. The security said they would investigate and get back to us within 48 hours. In the evening, when we came to close our bill for departure the next day, we confirmed that we would receive a timely response. The front manager at Tower IV (Salvador) promised us a response by January 23rd, while another Concierge named ********* was present (please forgive any typos in the names; I quickly typed them in my phone). Nobody contacted us as of January 26. Instead, we had to spend time trying to find the right number and extension to call. After a long wait and multiple transfers, I was told that the AirPods were just found outside the room, and the housekeeping forgot to bring them back. I am not accusing a particular person of theft, but I am certain that theft has occurred (AirPods do not walk). Given the overwhelming evidence (some of which I omitted in the interest of brevity), this sort of response is unsatisfactory and an obvious attempt by Vidanta to avoid responsibility.

• Initial Complaint

  Date:01/26/2024

  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 stayed at Vidanta ************ between January *****, ****. A representative at the check-in lobby informed us that by attending the company's presentation, we would be entitled to complimentary breakfast. On January 13, we had breakfast with a salesperson and attended the presentation. During the session, the salesperson conveyed that for $4,000, we would receive 2 'worldwide weeks' per year at a maximum cost of $499 per week. It was explained that this $499 rate could be applied to hotel bookings in *****, demonstrated using a guest account on the website.Convinced that we could utilize the $499 for worldwide vacation bookings, we signed the contract with the purchase. However, upon receiving the Limitless vacation login account (membership# ********* information on January 24, ****, our attempts to book hotels in ***** using the $499 per week proved futile. The only viable option was to use the promised $499 rate for 'Getaways for $499 and Under.' This contradicted what was presented during the sales pitch. Unfortunately, the Getaways option lacked availability in *****, and the flexibility to select date ranges found in hotel bookings was absent. Contrary to their claims, there was no practical way to use these weeks for a vacation anywhere in the world.Given this significant and intentional discrepancy between what was presented and the actual terms, we promptly contacted ****** Services on the same day, demanding an immediate refund of our payment. Shockingly, we were informed that we would not be eligible for a refund of the $4,000 we had paid. Despite our ******* initial refund request, we have not received any communication from Vidanta.In response to this deceptive business practice, we have filed a fraud complaint with the PROFECO office (*********************************************************************************************************). If you suspect you have been a victim of their fraudulent practices, we strongly advise initiating a credit card dispute promptly and reporting the incident with supporting evidence.

• Initial Complaint

  Date:07/29/2023

  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.

  Does Vidantas have complicity in the scam that took our money, i.e. failure to protect our confidential data and failure to notify us their records had been compromised?