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:06/09/2025

  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.

  Were reaching out with a complaint about the frustrating experience weve had trying to exit our timeshare contract with ***/ Capital Vacations. We believed we were making progress when we received a letter in March about their deed in lieu program.The letter we recieved was from a *** representative, *****. This letter outlined the deed in lieu program and stated that we could participate by paying $1,089.58. According to the letter, this payment would release us from our ********* contract along with all associated financial obligations. Encouraged and eager to move forward, we promptly responded to ***** via the email address provided in the letter, accepting the offer and asking if payment could be made in *************** our shock, ***** replied, stating that we were not eligible for the program due to an outstanding loan balance. This confusing, as the original letter made no mention of this disqualifying factor. We still have this letter as proof of the offer made to us. When we raised these concerns, Jenea's only subsequent guidance was to contact ***** ******** to discuss relinquishing our deed back to the **** Unfortunately, contacting ***** proved fruitless, as we were again informed that no exit options were available due to the loan balance.We cannot understand why the deed in lieu program was extended to us if we did not qualify. This has disheartening, as it reflects poorly on the integrity of VRI's (Capital Vacations) communication practices. The experience has left us feeling misled and trapped, as we have not been provided with any viable options for exiting this timeshare contract.We are seeking immediate clarification from *** (Capital Vacations) regarding this matter and a resolution that honors the initial offer extended to us in the March. We hope this complaint will prompt them to take appropriate action.

• Initial Complaint

  Date:06/05/2024

  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.

  I booked an ocean front room. At the time of check in there was only a 2nd floor room available with view to the bushes and trees. The room also smelled moldy, humid and it felt hot. Eventhough the ac was at ************************************************** this hotel and room because i wanted to view and enjoy the beach. This constitutes to a signicant discrepancy between the service provided, as defined under consumer laws . The representative at the front desk stated to come earlier the next day to take any checkout room that was available. The next morning i went to the front desk at 9am and the front desk manager, *****************************, said that there was nothing available. 30 mins later, We saw other couples moving to a different room, ask them if they ask for a room change and they said they were moved to a higher room. I then went to the front desk again and requested a room change, even if this was an ocean view room. The manager was rude " *****************************" and treated us unfairly, and all she said is that she was completely booked. She did not offer a resolution and said that the only option we had was to leave. Never felt so discriminated and lied to.

• Initial Complaint

  Date:01/24/2023

  Type:Billing 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.

  This Resort withdrew $289.30 from my credit card company without my approval and did not explain what this was for. Very shady practice and I wonder how many people that have done this to. I only found this out by calling my credit card company and checking recent transaction. Glad I am not staying here and I would like someone to tell me what this was for.

• Initial Complaint

  Date:10/05/2022

  Type:Billing 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 purchased a timeshare with the resort and have paid consistently for the purchase of the ownership rights. The maintenance fees have been a challenge since it was not set up as a monthly payment similar to the note. I spoke with them in the past and have been able to pay the fee. The last time we received a fee notice, I made multiple attempts to call and speak to someone about making arrangements to pay the fees, but there was never an answer, and the call consistently went to a voicemail that stated if the call was not answered, to email them. After trying several times at different times of day, I sent an email asking for someone to contact me to work out the payment of the fees. I never received any callback and could never reach anyone at the number provided. Earlier this year, I began to receive collection calls where they had added $200 to the fees stating it was because I had not made timely payment. I explained to the caller multiple times that I had made numerous attempts to resolve this, and it had only not been paid because they had not been accessible. I told him I was still willing to pay the maintenance fee, but I am disputing the additional $200 fee because that was only due to their client not being available. I am still willing to pay the $400 maintenance fee, and I can make the payment immediately if they are ready to remove the $200 additional fee that only occurred due to them not being available.