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Business Profile

Vacation Rentals

Elite Island Resorts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacation Rentals.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/25/2024

    Type:Product Issues
    Status:
    Unanswered
    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 10/23/2024 I cancelled a trip to ******* within the cancellation period. Ive not been able to reach anyone concerning the refund for the amount that I had paid. I booked through ********** and theyve attempted to reach the vendor multiple times and theyve not spoken to a representative either

  • Initial Complaint

    Date:10/08/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Me and my significant other had booked the vacation back in January 8 of 2024 to travel the *************** club in January 20 25 pay for it booked. Our airline took out travel insurance as suggested received an email stating that they were going to have to cancel my reservation because the resort was under renovations and will not be ready to reopen, I went online to look at other resorts and ******* to my amazement. There it was the *************** was going to reopen with the party in October 2024. I sent many text messages to the agent I have been working with and have not received the word back about this question , this would be our third time going to an elite resort once the **********. This would be our second time to ***************. , this would be our third time going to an elite resort once the **********. This would be our second time to ***************. Airlines will not refund the money they will only give us travel credit the insurance company *** has a policy three weeks for a refund naturally I could not claim a refund within the three weeks so again theyre only giving us credit for future travel between the airline and the ******************** somewhere around $5500 we are out of pocket they offered us other rooms at the ***************, which were not good for us. I had recently had open heart and my wife had hip replacement on ground floor.

  • Initial Complaint

    Date:08/06/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 Monday, July 29th, arrived at the ***********************. We were informed that due to low occupancy, several restaurants, including the buffet, would not be open. The buffet was available only for breakfast and once during the week. We specifically chose an all-inclusive resort to enjoy unlimited food and drinks, but this expectation was not met. Many nights, only two restaurants were open with limited menu options.On Tuesday, we went to the pizzeria and were told it was closed, despite seeing a worker putting a pizza in the oven. Reluctantly, the worker fulfilled our order after we pointed this out. The following day, my fianc arrived at 5:30 PM to order a pizza and was again told the restaurant was closed. After consulting a manager, who confirmed the pizzeria closed at 6 PM, my fianc had to insist on being served. On Thursday, I experienced the same issue and only got my order after insisting the pizzeria stayed open until 6 PM. At the Restaurant on Sunday night, my fianc tried to order beef ragu and ravioli but was told the kitchen was closed. Yet, we saw other patrons, who were white, being seated and served those same dishes. When we questioned the waitress, she repeated that the kitchen was closed and out of those items. However, 15 minutes later, we observed the same waitress serving beef ragu and ravioli at the other table. We called over the supervisor to voice our frustration without any resolution. Room phone didn't work. Throughout our stay, we noticed a clear difference in the service provided to us, as Black guests, compared to white guests. This treatment is unacceptable. We are seeking rectification and resolution for the following reasons: The limited capacity and restaurant closures were not clearly stated on the website. The differential treatment we received based on race is intolerable. As paying customers, we did not receive the level of service promised by an all-inclusive resort. We expect these issues to be addressed promptly.

    Business Response

    Date: 08/23/2024

    I have spoke to this guest to discuss her experience and concerns and offered her compensation. She has asked me to review with our management team and I will be speaking with her again on Monday August 26 to resolve this matter.

     

    Thank you.

     

    ***************************** t. ************

    Sr. Director of Sales and Partnership Marketing

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

     

    Business Response

    Date: 08/28/2024

    I have spoke to this guest to discuss her experience and concerns and offered her compensation. She has asked me to review with our management team and I will be speaking with her again on Monday August 26 to resolve this matter.

     

    Thank you.

     

    ***************************** t. ************

    Sr. Director of Sales and Partnership Marketing

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


    Customer Answer

    Date: 08/28/2024

     
    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. I have been in contact with ***** to resolve this matter.

    Sincerely,

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

  • Initial Complaint

    Date:03/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 raffle and won the raffle for an Elie Island Resort Vacation to Palm Island in the Grenadines. The certificate alleges the value is up to $3,000, when in fact the value is $0. There is a per person/per night fee of $260 plus tax, which computes to approximately $610 per night. When researching the room on Expedia and other travel outlets, the room can be purchased for $610 per night inclusive of all fees and taxes. Accordingly, the value of the certificate is zero. This company is in violation of consumer right's statutes, and not operating its business in good faith. I request the company provide me with the trip that was promised.

    Business Response

    Date: 03/24/2024

     

    The Palm Island Certificate provides accommodations only and recipient is responsible for their food & beverage, tax/service charges and air transportation. 

    I will be reaching out to this Certificate winner to explain how the program works and that there is indeed a true value of $3000 based on the two rooms provided.

     

  • Initial Complaint

    Date:02/10/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Booked a room based on getting a king size **** Checked in to a room that didnt included a king **** Included 2 double beds or 2 queen ***** No resolution was given by Elite Island Resort or resort staff. Vactioning with my wife and cannot sleep in same ****

  • Initial Complaint

    Date:01/21/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Your company was very helpful with my last complaint, I'm sorry I need to take this avenue once again. I did receive a contact from Elite Island Resorts after my previous complaint, however I have difficulty with continued correspondence. Since that time I have incurred another issue which is in respect to the price (discount) of the vacation we supposedly won in our bid of a charity fundraiser. Having no response from Elite, I went to their website and entered the information for the resort which was presented to us. I went into the site with the dates and room we are interested in, both with and without entering the promotion code (which I assume is the certificate number presented to us) the amount is the same. The original information provided by Elite states that the "approximate retail value is $3600 ($1200 per room) for 3 rooms. Not having a response to my most recent correspondence from Elite I can only assume we are not receiving any discount. This is very frustrating and the organization that held the Charity ***** is asking me about my experience with this company. Unfortunately, it has not been a good one to this point. I would like to have Elite respond to my email where I requested: the total cost of the room; amount needed for down payment with the due date; resort fee where applicable; any other fees, taxes, etc.; and the amount of the discount. I previously worked for a travel agency and the difficulty I am having with Elite Resort Islands is unacceptable.

    Customer Answer

    Date: 01/26/2024

    The company has contacted me rather promptly and communication is ongoing.

    Customer Answer

    Date: 01/30/2024

    I would like to report that as of today, January 30, **** that all issues have been resolved in a satisfactory manner.  I had a call from ******************************* from Elite Island Resorts who was very pleasant and helpful.  She explained to me the agent who was my contact had been in the hospital.  ********************** wanted to help sort out and resolve any issues.  *************************** has been very responsive to all my emails over the last several days.  I guess my only concern is that no one was overseeing ******* emails while she was hospitalized, and informed me.  I now would recommend any one who secures a certificate as we had through a benefit auction to work with Elite Resorts, specifically ***************************, Sales Manager, Charitable Contributions & Partnerships.

    Business Response

    Date: 01/31/2024

    Spoke to guest directly and addressed all concerns. 

    Business Response

    Date: 02/01/2024

    Spoke to guest directly and addressed all concerns. 

    Customer Answer

    Date: 02/01/2024

    Please refer to my Jan 30th correspondence to BBB

    Customer Answer

    Date: 02/01/2024

     
    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.

    Also please refer to my BBB correspondence of January 30


    Sincerely,

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

  • Initial Complaint

    Date:11/08/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 3, 2023 we attended a benefit and placed and won a bid on a trip to **************************** through Elite Island Resorts, based in Florida. I followed the instructions given to us to validate our certification on November 3 at 10:30 pm. On November 5th we received an email from an agent indicating she was the booking agent for this trip and we could contact her by phone or email. Her email included information that was different than what was on the certificate so I reached out for clarification via two phone calls, that went to voicemail with no indication of the owner of the voicemail, on different dates and times and no response as of this date, November 8th. Having worked in the travel agency business I find this unacceptable to not have had any further contact than Ms. ******* original email. After reading other complaints regarding this same company and the fact others won vacation certificates through charity fundraisers Ive decided not to wait any longer for a response. Our bid was $700 which was the winning bid. We want the charity to have these funds, in addition Elite Islands Resorts must make good on what was stated on the certificate.

    Business Response

    Date: 11/24/2023

    Upon receipt of this complaint I left a VM at the number provided. Two different agents in my office also have responded to questions and have tried to assist. ***************************** ************ Sr. **************

    Customer Answer

    Date: 11/29/2023

     
    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.   I did receive a phone call from this company and was satisfied with the information given to me.  I will need to communicate with the company in the future and my hope is I will receive a quick and satisfactory response at that time.

    Sincerely,

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

  • Initial Complaint

    Date:12/19/2022

    Type:Product Issues
    Status:
    Resolved
    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 bid $1,200 and $800 and won two separate trips in a charity auction in May of 2021. I understood that I would be responsible for my flight/transportation costs. There was also a clearly outlined all-inclusive fee per day per person that was outlined on each certificate as well. Having understood all of this, I did the calculations and determined that it was still a good value, and my travel partners and I planned for the associated costs. The certificates had a book-by date of December 20, 2022. I began reaching out both via email and phone calls without much success. Finally, I received a return phone call from a reservationist who said he'd be happy to help me book but that the owner had raised prices due to Covid/inflation and the all-inclusive fee would now be almost double what was listed on the certificate for one trip and an additional $25 per day per person for the other. This amounted to an increase of at least $3,000 more than listed on the trip description and the certificate I received from the auction. Nowhere on the certificate is there any indication that this pricing was subject to change. I also was well within the book-by date. The reservationist's response was, "you're still getting a good deal" which is laughable. I did not receive what I bid on. I was given a manager's contact information and I reached out, but they did not ************, it appears I am out my initial investment of $2,000 because my only recourse would be to ask for the charity to return my initial $2,000 donation to their charity auction. Not to mention the countless hours and effort I've put into planning and organizing both trips.This is a despicable way to run a business, and it seems that it may be a tax fraud scheme as well since the company is able to deduct the value of the original trip "donation" whether the auction winner books or not. Clearly, jacking up the price by such a significant amount is a deterrent to the booking process.

    Business Response

    Date: 01/03/2023

    We are indeed providing charitable contributions to benefit non-profit organizations fundraising needs and have been doing so for over 20 years.

    I have emailed and telephoned to assist this guest with various options to resolve issues she has expressed in her complaint. Apparently due to holidays we have not yet connected. 

    Prior to my attempts, two of my staff have reached out directly attempting to respond to her concerns.

    We will follow-up and revert back again as soon as possible once contact has been made.

    Kindest regards. 

     

    Customer Answer

    Date: 01/04/2023

     
    Complaint: 18611339

    I am rejecting this response because:

    I have yet to receive a proposed solution, and some of the details in the response are inaccurate. I received a call Friday afternoon on 12/30 and then on Tuesday morning 1/3. I was unavailable to answer, but I have responded via email. I've requested that a proposed solution be provided via email, so we both have a written record of the exchange. 

    As for the claim that two representatives reached out with solutions prior to this attempt, that is inaccurate. I have only been able to speak to one representative on 12/12 who told me he'd be happy to help me book my trip with increased fees, which led to my complaint. He was the only person I spoke to on the phone, and he provided the email address for a manager that I could contact with my concerns. I emailed that same day. Possibly due to the holidays, there was a delay in response and the manager reached out on 12/30 by phone and email. I have since responded to the 12/30 email. 

    One additional representative did call a few times prior to me speaking with the individual on 12/12, and I returned those calls as well as sent an email to the address they provided in the voicemail. We were unable to connect on the phone, and I didn't receive a response via email.

    I made and/or attempted to return calls and left voicemails multiple times on the dates of 12/6,12/9, and 12/12. I also sent emails on 11/19, 11/29, 12/9, 12/12 and 1/4.  

    Sincerely,

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

    Business Response

    Date: 01/27/2023

    This matter has been resolved at the request and satisfaction of guest. 

    Customer Answer

    Date: 01/30/2023

     
    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:09/05/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 won 7 nights and 2 villas at a fundraiser. I am unable to book at the resort and the cost is identical if I were to book normally (what does the fundraising donation actually earn you?). This seems borderline unethical and a scam. Someone was also supposed to reach out to me about the specifics but I never heard from them (its been almost 2 months). It is impossible to book directly with the resort unless you book for more than 7 nights which is odd(and not what I bid on). I would like my money refunded if I cant spend it and if the $3800 of value doesnt actually exist (false advertising see attached). You must prove the $3800 of value.

    Business Response

    Date: 09/12/2022

    Upon receipt of an email late afternoon Sep 5 Labor Day when our office was closed, a response was sent to Certificate holder the following morning to explain the value of our certificate and how exactly our accommodations donations work. The charity fundraiser hosting the golf event provided the Certificate holder details regarding our program along with our telephone number and email.  A telephone call was also subsequently conducted with Certificate holder who is now considering dates for his travel and understands he is responsible for his food and beverage costs. Concerns have been addressed and Certificate holder questions have been answered.  

Elite Island Resorts is NOT a BBB Accredited Business.

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