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:07/21/2024

  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.

  Dates of stay booked for ocean front room: July *****, 2024; booked on March 17, 2024.Confirmation email sent confirming room and reservation July 18.Bait and switch occured: double booked room and given much smaller room in back of unit without ocean front room and balcony. Did not notify us prior to arrival despite being booked months in advance.Refused to refund money despite condo rented not being available. Also, refused to give reduced nightly rate.Did give one night free.

  

  Business Response

  Date: 07/26/2024

  Hi **************,

  I received the information you submitted to the Better Business Bureau regarding your stay at *******************  I did some research and found that a refund has already been processed.  The total refund amount was $286.79, which covered one night's stay plus tax.  It was entered on 07/21/2024 and should show up on your card ending in 6868.

  I am attaching a copy of the receipt for the refund.  If you have any questions, please let us know and we will be happy to help.

  Sincerely,

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

  Vacatia, Inc.

   

• Initial Complaint

  Date:03/23/2024

  Type:Customer Service 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.

  Trying to resale timeshare and have been emailing with *************************. She has been unresponsive and rude after multiple attempts to seek help and resolution to selling our timeshare.

  

  Business Response

  Date: 04/09/2024

  Hi ****************,
  I received your complaint in reference to listing your timeshare for sale through Vacatia.  I contacted the ****************** and was told an email was sent on the morning of April 02, 2024.  If you still have questions or concerns, you can reply and ******* will respond as soon as possible.  I apologize for any inconvenience.

  Thank you,
  *****************
  Owner ****************** Supervisor
  Vacatia, Inc.

• Initial Complaint

  Date:03/21/2024

  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.

  I am writing to express my profound disappointment and distress regarding my experiences with the *************** Beach Resort and Vacatia timeshare. Since becoming a timeshare owner, I have encountered numerous challenges that have significantly diminished my satisfaction and trust in your service. I am seeking a resolution in the form of cancellation of my contract. The sales meeting I attended was overwhelming and extended, involving multiple salespeople rather than a more personable, one-on-one interaction. This pressure tactic was unexpected and unwarranted. Following this meeting, I visited an apartment unit at the resort which I was led to believe would be similar to the one I was purchasing. The primary issue I have encountered is the blatant discrepancy between the promises made regarding availability and the reality. Despite assurances of flexibility and ample availability, I have not once been able to book a stay at the resort. Such misrepresentations are unacceptable and have rendered the timeshare useless to me, directly contradicting the assurance of vacation opportunities presented at the time of purchase. Additionally, unforeseen health issues and surgeries have limited my ability to travel, rendering the timeshare not just something I cannot use but a financial and emotional burden. The continued costs, exacerbated by repairs and maintenance due to the property's age and hurricane damage, have become prohibitively expensive. I have attempted to address these issues with this company directly but have met with considerable difficulty in receiving assistance or consistent communication. I need someone to reach out to me so I can discuss my current cancellation options as soon as possible.

  

  Business Response

  Date: 04/03/2024

  Hi ******************,

  I am in receipt of your complaint in reference to the timeshare property at *************** Beach Resort.  Since Vacatia took over management of the resort on January 01, 2024, anything that happened prior to that date would have been handled by the previous management company, Capital Resorts.  We have never done tours and were not involved in the sale of the property.

  If you have any questions, please let us know.

  Sincerely,
  *****************
  Owner ****************** Supervisor
  Vacatia, Inc.

• Initial Complaint

  Date:11/13/2023

  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 paid $1,800.00 to Vacatia on August 15, 2023 to cancel my two-week timeshare. The representative, *****, said I had to pay the $1,800.00 ($900.00 for each week) in order for them to process the cancellation paperwork. So, I did and she was quick to process and take my money. She said it would take about 4-6 weeks to process before I received the closing documents that needed to be notarized and returned to Vacatia to finalize the cancellation of the timeshare. After six weeks, I followed up with *****. She apologized for the delay and said she would look into it. After another week passed, I called ***** and she once again apologized but figured out that my cancellation packet was "accidentally" placed in the "to be laterally transferred" pile. I confirmed with her that I paid to cancel my timeshare not for a lateral transfer. She apologized and assured me the cancellation packet would be sent out the next day. Two weeks passed again, so I called ***** on Oct 27 and again on Oct 30. She didn't know what happened to the packet but reassured me that it was sent out on Oct 30, 2023. It is now Nov 13, 2023, and I still have not received the timeshare cancellation packet that I paid for on Aug 15, 2023. I just want to finalize the cancellation of the two-week timeshare that I paid almost three months ago!

  

  Business Response

  Date: 11/14/2023

  Hi Ms. **********,

  I checked with the resort and was able to verify that they have been trying to get the documents to you.  It sounds like maybe there was a mix-up on the address. 

  I was told that the packet will go out in the regular mail today, so you should receive it soon.  I apologize for the inconvenience and appreciate your patience.

  If you have any questions, please let us know.

  Sincerely,

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

  Owner ****************** Supervisor

  Vacatia, Inc.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20866093
  
  I am rejecting this response because:  

  I spoke to ***** on several occasions and not once was I ever asked to verify my mailing address. A phone call or an email asking to verify my mailing address would have fixed the mix-up on the address. The address on the transaction payment confirmation receipt made on 15 Aug 2023 is the correct address.  Also, throughout the year, I received letters in the mail reminding me to make my reservations for my assigned week. I asked ***** if I could receive the packet via email but I was told, "it was mailed out yesterday." ***** told me "The packet was mailed out yesterday" on 13 Oct 2023 and again on 31 Oct 2023. Once again, I spoke with ****************** this morning and I asked again if I could receive the packet via email, but several hours later I received a voicemail message from him that it was "mailed out yesterday" to the address listed on the transaction payment confirmation receipt. Again, all I am asking is to please help me finalize this transaction in canceling my two-week timeshare. Thank you.  

  Sincerely,
  *******************************

  

  Business Response

  Date: 11/17/2023

  Hi Ms. **********,

  
  I completely understand your frustration.  I know you are just following up to make sure the deeds are on the way so you can complete the process. 

  I apologize for the inconvenience.  I did verify with **** that the packet went out on November 14th, so you should receive it soon.

  Sincerely,

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

  Owner ****************** Supervisor

• Initial Complaint

  Date:11/07/2023

  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 11/06/23 I was called by the *** Vacatia marketing department and asked to come on for an update presentation. I was told I would receive a $100 **** gift card and a seven day vacation. After the two hour presentation I asked for the prizes I was offered. I was then told I should have received an email for the $100 gift card. I informed them that I was never received an email and I was not informed that the gift card was not be given to me after the presentation. I then informed that that did not have any gift cards on site. I informed them that if I had been told that no gift card was available on site I would not have attended the presentation. I asked to speak to their manager and was told no manager was on site. I left the resort with a coupon to make reservation which requires a $100 deposit. So not only did I not get the $100 gift card I cannot afford to use the ***************.

  

  Business Response

  Date: 11/13/2023

  Hi ****************,

  I did some research and was able to find someone that contacted the *** Marketing Team.  I am told that they do show you were there for a tour on November 07, 2023.  I asked for specifics about the gift card and certificate/voucher that could be used for a fee.  They said that you were issued the gift card which was a $100 Tango e-gift card, which is redeemable through email and can be used at over 200 eateries and/or as a **** gift card.  They do not issue physical cards.  They also mentioned that there was a 7-day stay certificate issued that could be used at several destinations, and was good for two years.  

  They advised that they were told you would be filing a complaint with the BBB because the gifts did not meet your expectations.  We always strive to make our owners or potential owners happy.  I am not sure what else they could have done in this instance, since they did provide the items that were promised.  They may not have been in the form most accessible for you; however, the gifts were presented as the Marketing Team advertised.  

  If you have any questions, please let us know.  

  Sincerely,

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

  Owner ******* Services Supervisor

  Vacatia, Inc.

• Initial Complaint

  Date:11/07/2023

  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 was called and offered a $100 gift card to come to a presentation and then I was told I would have to respond to an email for the $100 gift card. I never received the email and they refuse to give me the gift card.

  

  Business Response

  Date: 11/22/2023

  There is another complaint with more details - I responded to the other one.

• Initial Complaint

  Date:09/11/2023

  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.

  I was pressured and lied to by the representative, misled into believing my investment would aquire value and would be able to sell it back to them at any time! Not the case. It has cost more each year to maintain and cover the taxes and will not let me out of this deal. They need to take back this deed and stop charging me for something I no longer wish to be part of. Enough is enough.

  

  Business Response

  Date: 09/15/2023

  Hi *************,

  
  I am in receipt of your complaint through the Better Business Bureau; however, I need more information in order to locate your account.  If you will please provide the following, I will be happy to address your concerns or find someone that can:

  Resort Name

  Resort Address

  Account number

  Unit/Week Owned

  I was unable to find an account under your name, but Vacatia manages many resorts and they are not all on the same billing system yet,  Once the information is received, I will respond accordingly.  

  Sincerely,

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

  Owner ************************************************************* LLC

  Vacatia, Inc.

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20587745
  
  I am rejecting this response because: the company I'm having issues with was not the company that was reported. My issue is with **************** ******* *************************************************************************** ************

  Account #***** unit ****** week 08 Floating, Annual,  One Bedroom ,************************************,  A Condominium October 11, 1999

  I had been lied to from day one, pressured and led to believe I can back out of my commitment by selling it back to them! Not the case! They are a plague on the good people trying to provide their families with a affordable vacation. They are worse than cancer.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/12/2023

  Hi Mr. *****,

  
  I understand your frustration and would like to help; however, Vacatia does not manage *****************.  I asked a couple of co-workers if they knew anything about Blue Tree and one of them said it could be managed by Vacasa (which is a completely different company that we are not affiliated with).  
  
  I would suggest that you contact the resort directly and tell them you need to know who the management company is and how to get in touch with them.  Hopefully, someone can point you in the right direction,  
  
  I apologize for any misunderstanding.  
  
  Sincerely,
  *****************
  Owner ********************************************************** LLC.
  Vacatia, Inc.

• Initial Complaint

  Date:07/12/2023

  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.

  Gross Incompetence or embezzlement.

  

  Business Response

  Date: 07/17/2023

  Dear **************,

  I received some information from the ****************** to help address your concerns.  

  Current financials can be provided upon request. The ******% variance referenced is actually a positive variance as "Net Other Income" was $57k compared to a small budgeted loss due to the board electing not to move forward with any capital spend in the early part of the year. Overall, the association realized a $54k net income against a budgeted loss of $6k. Regarding the audit, on an annual basis, the association is audited by a third party firm and the 2022 audit is currently being completed.
  

  If you have any questions, please let us know.

  Sincerely, 

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

  Owner ****************** Supervisor

  Vacatia, Inc.

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20310611
  
  I am rejecting this response because:

  There are no financials for 2021 either.  There are a very few number of reasons for this and Vacatia hasn't provided any.  It's becoming increasing clear that there is fraud. There is no information that Vacatia *** has hired a reputable audit firm for 2021 financial, and it doesn't take 7 months to do an audit for 2022.  

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/14/2023

  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.

  We are really unhappy with how this ownership has played out. The timeshare is not an investment like they claim it to be! Its almost impossible to trade the weeks to get what we want to trade for. The maintenance fees are exorbitant and continue to rise with no end in sight. The company has done nothing to rent out our week as they said they would. Weve asked them to sell it and they havent done anything for us there either. We went ahead and put it on social media to try to sell the week but that didnt work either. We tried reaching out directly to our resort but were ignored. We reached out to the management company that seems to be involved with our resort and we got the same response from them about selling it on our own. If weve already proven that doesnt work, then why would we want to go through all the trouble of doing that again? We need to stop the cycle of going in circles and Vacatia or Gold Point Resorts need to work with us on a real resolution to close our account.

  

  Business Response

  Date: 06/15/2023

  Dear ********************,

  We are sorry to hear that your experience with ***************** has not been as expected.  Our goal is for all of our owners to enjoy their timeshares, whether using at the resort or for exchange, while making memories with family.  

  The Association does not just take weeks back.  You would have to sell or transfer your week if you are no longer interested in keeping it.  If you have not already listed on our For Sale By Owner site, instructions are listed below:

  Go to www.vacatia.com
  At the top, click on Buy & Sell
  At the bottom of the list that pops up, click on Sell Gold Point Weeks
  Fill in the requested information and an agent will be in contact to complete the process and send you a listing agreement to sign.

  If you have already done this, unfortunately, that is the only option we have at this time.  Vacatia and your Association are always looking for ways to help our owners.  You are welcome to check back at a later date to see if anything else is available to help owners who are no longer using or want to keep their timeshare weeks.  

  If you have any questions, please let us know.  

  Sincerely,

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

  Owner ****************** Supervisor

  Vacatia, Inc.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20184944
  
  I am rejecting this response because:

  Selling absolutely cannot be our only option. I say this because I've already tried going that route. We contacted you all about selling and nothing ever came of it. We even put it on social media before to try to sell the week but that didnt work either. If we could give it away for free, we would have done that by now and you wouldn't be hearing from us. We are insistent that your company works with us on a solution that relieves us from this burden, and not just make suggestions that aren't helping us.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/12/2023

  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.

  When my family and I first bought our timeshare with Crown Resorts, now managed by Vacatia, we were promised numerous amenities including skiing, but none of that has ever materialized. In addition, our dues keep increasing despite the number of amenities actually decreasing over time. We have had a number of medical issues that make traveling challenging. Despite these legitimate concerns, Crown Resorts has provided no assistance at all in canceling our ownership. We feel misled by Crown Resorts' promises and unsupported when trying to exit our timeshare ownership. We just want to be done with this company and to live the rest of our lives and our children's without the burden of this timeshare.

  

  Business Response

  Date: 06/14/2023

  Dear **************,

  
  I am sorry to hear that your experience at Silverwoods was not as expected.  Since the resort does not own the amenities, the owner/operators have the right to sell or close without input from the Association and its owners.  Unfortunately, we have no control over them.  

  
  I do see that your account is placed with a 3rd ******************************************* Services). I would suggest contacting Meridian at ************** in order to set up arrangements to pay your account.  We are not able to work with you once it has been turned over to the agency.  

  
  At this time, there is not an option to deed the property back.  We do have a For Sale By Owner site where you can list the week for sale.  Details listed below:

  Go to www.vacatia.com
  At the top, click on Buy & Sell
  At the bottom of the list that pops up, click on Sell Crown Weeks
  Fill in the requested information and an agent will be in contact to complete the process and send you a listing agreement to sign.

  You are welcome to check back at a later date to see if there are any other options.  Crown Resorts and Vacatia are always working to find ways to help our owners.  If you have any questions, please let ** know.

  Sincerely,

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

  Owner  Account Management ****************************************** LLC.

  Vacatia, Inc.