ComplaintsforPalace Resorts

• Initial Complaint

  04/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a membership back in July of 2022. I was never told my membership would have a limit on the number of nights I could use based on monthly payments. I was told I could refer as many people as I could for the first three years no limit. That was a straight out lie. After a few referrals my membership was blocked because I had no nights available based on the payments I had made so far. After several calls I was told there was nothing I or they could do. I asked them to tell me where I could find such clause in my contract they didnt know what to tell me other than send an email to customer service. I sent several email but no response. Another issue just recently, I was trying to book bonus nights I thought I had available but I guess I was wrong. I called palace elite reservations and they said their system was designed to give me the less nights possible. Long story short I paid ******** for a membership I couldnt use they way I was promised. Last year (July 2023) I went back to Cancun and took the presentation again just to file a complain and they simply said I miss interpreted the contract and how they explained my membership. What a rip off! Please dont let palace reps take your Money!!! If you have money to throw away go somewhere else or just book your night through ****** or Expedia. Just dont but the membership. Im looking for legal advice as we speak.

  Business response

  04/17/2024

  The company has not incurred a contract agreement since it was signed in front of a Legal Verificator Officer and questions were answered in order to continue with the signing of said contract. We suggest the Client to contact  ************************** at: ******************************************** and an executive will be assigned to assist the client.

  Customer response

  04/17/2024

   
  Complaint: 21586282
  
  I am rejecting this response because: I called member services several times and no one was able to answer my questions. They would only tell me what I can or cant do in regards to my membership and that they couldnt discuss anything regarding my agreement that it would have to be with another department. I asked to speak with a supervisor or someone that can answer my questions but I was told they couldnt do that. They said they could only send an email on my behalf and that someone will call me to resolve my issues which they never did. Out of all emails I sent only one replied just to tell me to call them. I dont understand why we cant talk to someone that can answer my questions. Regarding the agreement I signed, it is true I asked questions and things were explained to me but my issues have to do with falses promises to get me to purchase the membership and now that I want to take advantage of my investment palace resorts simply says we cant do that anymore. I asked for an explanation and they just told me thats the way it is. This is the second membership we bought. We didnt have any issues with the first one because everything we were promised we received but this second time was different. 

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

  Business response

  04/22/2024

  As already mentioned, we suggest the Client to contact  ************************** at: ******************************************** and a Legal Verifier Officer can contact the client hence, said the client indeed contacted the ****** Services through e-mail however no request was mentioned to speak with an excutive regarding membership details or the contract. Per records, back in January 23, 2024, the client contacted the reservations center for information on bookings, there has been no contact with the company ever since.

  Customer response

  04/22/2024

   
  Complaint: 21586282
  
  I am rejecting this response because: I indeed contacted members services in January 2024 and I did not mentioned I wanted to speak with an executive regarding my membership because I just wanted information regarding a possible booking. My complain goes back to 2023. They should have a record of all calls I made and emails I sent as I mentioned before. Again, back in ***************************************** legal department but palace resorts reps refused to transfer me over due to company policy. Again, I was told they could only send an email on my behalf and that someone will get get back to me within ********************************************************* an email. I kindly request Palace Resorts not to make it seem like I havent tried to resolve the issue directly with them because I have tried. Like I said in my previous emails, last year I stayed at the moon palace and attended the presentation and The Grand just to express my frustration, in fact the manager who sold me the membership happened to be there. I talked to him but him and his Manager showed no interest in resolving my issues. Instead they focused their efforts in trying to make me upgraded my membership. I was very clear with them about  how i felt and after a long conversation I walked out. I kindly request Palace Resorts to have a executive reach to me to resolve this issue.

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

  Customer response

  04/23/2024

  For the record Palace resorts did not make an reasonable effort to resolve this dispute as you BBB noted. I dont understand why the complain was closed.

   

   

  Respectfully 

   

  **************************;

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Palace Elite concerning their refusal to facilitate the cancellation of a vacation agreement under distressing personal circumstances. I have tried numerous times to reach out and no one has responded to me. My wife and I initially signed up for this ownership, believing in the integrity and value proposition offered by Palace Elite. This belief was rooted in trust, particularly important to me as a military veteran, where honor and integrity are paramount. Sadly, my experience has been starkly contrary, characterized by disrespect and a profound disregard for our situation.I am going to have 2 serious operations coming up and it will be very doubtful I can travel afterwards making using this ownership impossible. My wife, my partner in this agreement, has passed away, leaving me not only to wrestle with my grief but also with the financial and emotional burden of a vacation that now harbors painful memories. This situation is exacerbated by the fact that we were able to use the vacation only once, rendering any claimed benefits void and leading to a significant financial loss.Adding to the gravity of our plight is the realization that promises made by your companypromises which swayed us into this commitmentwere evidently misleading. Touted as a beneficial investment, it has instead become a source of financial strain and emotional distress, more so in light of my wife's health issues and subsequent passing.Given these circumstances, I am requesting immediate action to release my name from this vacation agreement and to process a refund of the initial sums paid. I hope that Palace Elite recognizes the gravity of this situation and proceeds with the dignity and respect it necessitates. I look forward to a prompt resolution that acknowledges the emotional and financial toll this has taken on my family.

  Business response

  04/03/2024

  We suggest the Client to contact  ************************** at: ********************************************* our executives will be in the best position to assist you. It is very important to include their right Affiliation number.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Traveled to Moon Palace sunrise on 3/19 - 3/26. Upon arrival we were asked if we wanted to do a tour and breakfast for the next day. After meeting the person, it was then informed to us that it was a sales presentation. Moon palace then offered 750 resort credit and a 2 day water park pass for doing it. The presentation was supposed to be 90 min, instead it was over 2 hours. The next day we went to use our waterpark passes and someone else *********** was only for 1 day eventhough there were alteast 4 sales people that reviewed and acknowledge the two day pass which was documented. On my second day I had to argue with several vacation planners about the discrepancy. Plus come to find out the resort credit could not be used on any of the activities that were advertised at ********* (ATV, zipline) or through the vacation planners. It was strictly for the spa services so credits were unused. Very bad experience at Moon Palace sunrise

  Business response

  03/28/2024

  We suggest the Client to contact  ************************** at: ********************************************* our executives will be in the best position to assist you. It is important to include their Affiliation or reservation number.

  Business response

  04/02/2024

  Please note, as part of our welcome protocol, an invitation to attend the ************* seminar is extended, with no conditioning to do so. Should they accept the offer, they are informed that a 90 minutes attendance is needed, for them to receive the offered award, however, time may be vary depending on the interest that each client shows.
  
  In their specific case, they agreed on 750 RC and one day pass for all the family members (Two Adults and Two Children).

  Terms and Conditions apply when using the Resort Credit promotion; benefit may be used for selected activities/tours,spa services and/or gift shop souvenirs.

  The Information dully described to all clients. Clients used their Day Pass experience on March 21, 2024; a total of ****** resort credits were used for a "Magic Moment Awe Kids 50 Minutes Massage" on March 23, 2024 at 09:00 am.

  My sincerest apologies for any misunderstanding related to the gifts awarded in exchange of their valuable time.
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *************************** Contract # ******* ************************* Contract # ******* ************************* Contract # ******* 1. 3 couples from your group attended the Moon Palace Resorts Cancun Sales presentation on March 16th 2024. 2. All 3 couples were seated together and promised a bunch of incentives with no blackout dates, no additional fees besides $750/week to use our 40 weeks to any hotels around the world including all of Marriott and Hilton hotels. 4. Based on the information provided to us all 3 couples decided to sign our individual contracts dated March 16th, 2024. 5. The very next day after talking to other members, Interval International and learning more about the contract, we were shocked to learn how much we had been lied to and deceived into signing the contract. 6. We also emailed the ****** services at Palace Resort and copied Profeco ****** on March 18th, 2024, to cancel our contracts and refund the money. No response so far. 7. While still at the resort all 3 couples decided to go back to their sales office to rescind/cancel the contract we signed less than 48 hours back.8. They refused to cancel our contract, were rude to us and instead tried to sell us a lower cost package in lieu of the original package. 9. We told them money is not the reason we want to cancel. Neither did we change our mind about the purchase, instead it was the lies and promises that they told us which turned out to be completely false. They deceived us into signing the contract by promising things that in reality we found out that is not true. 10. We told them as per the ****** Article 56 we have the right to revoke the contract. Their response was that Article 56 does not apply here.12. All 3 Couples have not used any of the Resort credits or benefits offered to us as part of these contract Heres the ****************** Consumer Protection Law about Revoking a contract within 5 days. Please see ARTICLE 56 in the link. ******************************************************************

  Business response

  03/23/2024

  An executive has been assigned to the Client therefore we suggest to keep the communication with the agent whom will gladly assist the client.

  Customer response

  03/25/2024

  Yes, someone has been assigned and has agreed to work on the cancellation and refund the money.  They say the process will take about 2 weeks.  Still waiting for 2 weeks to finish and will close the request once a refund has been received from the business. Thanks for your help. 

  Customer response

  03/26/2024

   
  Complaint: 21461166
  
  Yes, someone has been assigned and has agreed to work on the cancellation and refund the money.  They say the process will take about 2 weeks.  Still waiting for 2 weeks to finish and will close the request once a refund has been received from the business. Thanks for your help. 
  
  Sincerely,
  
  ***************************

  Business response

  03/27/2024

  Refund processes may take from 15 to 30 days, regardless, we advise the client to keep in communication with their assigned agent for further updates. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Myself and partner went to celebrate our birthdays (which is the same day) so I wanted it to be special.First off, I have a boy cut and it is blonde. The shower had long black hair all over it and I did not see it until the next morning, AFTER we had showered. I felt completely disgusted. I also noticed that one of the tissue rolls had only a little tissue on it, the package that had the shower cap, etc., only had 2 out of the 4 items that it should come with. There was only one bathrobe. The fridge was not working, and our Oceanview was obstructed by the building. I did go downstairs the next day to express my concerns and someone had most of the issues fixed, however, I still never received the other bathrobe for the entire stay.We ordered room service several times. One time, it took about an hour and a half and when it finally came, the food was cold. The next time, they never came at all and the last time, the app said it would be 40 minutes and it was well over 1 hour when the food came.On I believe Friday, several bars outside were out of Mango so we couldnt get one of our favorite drinks (the *******************.) I had 750 resort credits that I could not use because the boat wasnt working to do the activities that we wanted so I lost those. I only got to use 150 of the 750 for the spa and you all ONLY allowed me to use a fraction and what I had and I had to pay for the rest out of pocket!I called for baggage to get our bags on the way out leaving the resort after our stay, and they did not even come to get them. Even the chairs are nasty in the lobby. Its just completely unacceptable that a palace resort would think that this is okay. I even paid ***** for happy birthday balloons and one of the 4s on the 44 started to deflate the same night. I am completely dissatisfied and disgusted at this resort and I need answers. We work very hard for our money and this is not right. I do not appreciate this. The room was no cleaned prior to us using it.

  Business response

  04/03/2024

  Please take into consideration that none of the points described in thier claim, were voiced throughout their stay with us, otherwise, we would have done everything within our power to remedy the situation or assist them in every way possible.
  
  Although, some delays may occur derived from the increasing demand of service during high season, our records show that all ************ orders were completed.
  
  Purchased room category, (Ocean View Room). Resort Credit Promotion may be used for selected tours/activities, gift shop or spa services. Terms and Conditions are duly described by our Representatives at the time of booking.
  
  On behalf of the company I represent, my apologies for any incovleneince they may have experienced and I sincerely regret not having lthe opportunity to remedy any given situation whilst under our care.

  Customer response

  04/03/2024

   
  Complaint: 21392227
  
  I am rejecting this response because:

  First off, I sm going to post about this to 
  social media. I know you didnt look into my complaint because if you did, youd know that I went downstairs the VERY NEXT MORNING AFTER ARRIVING TO COMPLAIN. I showed pictures and someone was sent up to fix the fridge and clean the nasty room. Furthermore, I voiced another complaint BEFORE I left and was given an email address in which I took a picture of while was standing at the desk. You are a lair whoever you are and I emailed that address back in February with no response. The service was poor, the room was nasty, hair was all over the shower, the ************** were unavailable at times, we couldnt use the resort credits fully, the fridge didnt work properly, the ocean view was a JOKE, and youre making excuses instead of remedying the bad service. You should be ashamed to even ask someone to endure that on a birthday trip. Please see the screenshot of the email that was sent the day we left. He NEVER RESPONDED!!! 

   

  Sincerely,

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

  Customer response

  04/03/2024

  This email was sent the day we left after someone from the front desk gave it to me. So whoever responded to this complaint is being dishonest. The place was nasty and unkempt. Look at the fridge, does it look like the drinks are cold? Look at the hair in the shower. Im low cut blonde and theres long black hair in the pictures the day we arrived. I mean who doesnt respond to an email when youre told theyre the PRESIDENT of the resort? Now this person is making EXCUSES.

  Customer response

  04/04/2024

  These werent even new. They were left behind from the people before!!! The towels werent even stocked! There was only ONE BATH ROBE THE ENTIRE STAY!!! I also paid ***** for birthday balloons that were deflated!

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On day 2, our water was out in our room for the majority of the day. They gave us no information about if and how it would be resolved and no plan B for what wed do if it wasnt resolved. They said they couldnt move us rooms because there were none left available even though online it showed several were still open. They kept saying the lack of water to our room and a few others was out of their control but the response was absolutely within their control. They shouldve either moved us to another room or called another one of their properties and arranged for us to be placed in a comparable room. Once the water turned back on at about 6PM, it was orange/brown and smelled like sewage, so we still couldnt use it. It took hours for the color to be clear and the smell to be gone, except in our bathroom and one of the sinks which is still smelly and yellow.When I wasnt able to get any information yesterday about the water, it took her leaving a ****** review for someone who could rectify the situation to come talk to us. She was the head concierge. Her primary concern seemed to be the ****** review being taken down; not our experience. The public relations manager was just as useless and unhelpful. We couldnt wash our hands use the restroom or take a shower in our room from the time we left our room in the morning morning (9 AM) until 6PM. Had to use communal facilities in the basement spa.

  Business response

  03/12/2024

  A series of events affected clients, resulting into water supply being disrupted.Once Maintenance was completed, water pumps were re-established, the restart caused some sediments changing the waters color.

  Our records indicate that whilst under our care, PR representatives reached a compensation agreement which added up to the amount of $1,053.92 USD. 

  In compensation for any inconvenince experienced throughout their stay, they accepted:
  
  *THREE 50 minutes massages,         $ ****** USD  Retail value $ ****** USD ea.
  *Private Transportation on departure  $ ****** USD
  *Billing adjustment in the amount of    $204.92 USD.

  Thank you for your attention.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called and emailed this company several times to request a cancellation of my contract. This vacation contract was very misleading and what I was told I would receive at the presentation is not on my vacation profile. In addition the membership is a scam. Im paying $5000 for a membership that isnt giving me any benefits. The cost of a vacation even with my membership is between $4000-$5000. The same exact vacation is priced at a fraction of that amount on Expedia and other booking sites. This is just a ploy to take travelers money. The company is also full of lies. I was told I would receive 12 weeks upfront because it was being shared by 3 families and I only received 2 weeks total. I called customer service and was told you get weeks added as you pay which is not what we were told during the presentation. We also were told that if we were not satisfied, we could cancel at any point, we would just lose weeks. When trying to cancel, I was told I am not able to do so. This company again tells you what sounds good during the presentation and goes against everything they discuss. My contract is so generic, it doesnt even highlight all terms addressed. I have 3 witnesses who sat in the presentation with me to attest that all that I am arguing is true. Please refund my money and cancel all future debits from my account.

  Customer response

  02/19/2024

  My account ID# is *******. 

  Business response

  02/20/2024

  An executive has been assigned to the Client therefore we suggest to keep the communication with the agent whom will be in the best position to help the client.

  Customer response

  02/21/2024

   
  Complaint: 21315843
  
  I am rejecting this response because:My account ID# is *******. 

  
  Sincerely,
  
  Rotika ******

  Business response

  02/22/2024

  The Company has received a Dispute notice, therefore the client has to wait for the bank's outcome. We advise the client to contact their bank for further information on the aforementioned dispute.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Transaction and contract happened on February 06,2024, membership number 4xxxxx1, Moon Palace the Grand, Cancun.Sales agents *********** and ************************************* told us they will send the terms and the cancellations policy but when I checked my email, did not find any term about cancellation policy. Also they did not give us hard copies of the contract, just got the signature electronically, without showing all the terms. The day after on 07th Feb we went back again and explained the situation and wanted refund our money , but they refused and said *********** is off today although I saw him later in department. They totally played with us and forced us emotionally in front of my kid, they told that moving us to Grand from Sunrise, but after contract was signed, they refused.. They ruined our vacation and gave us lots of stress, they bond me in the contract without any cancellations policy although we went less than 24 hours and requested to cancel it. By this, I request full money back and cancel my contract because they were not clear about cancellation policy and telling lies for commission, duration of the contract. I paid 4500 USD for the membership and after reading the electronic received file, I found the terms of contract were different and not acceptable for me, even I asked them to keep the money and give me the credit for future, but they refused. Their approach was totally unprofessional and out of ethics. Again requesting full refund, although my vacation is ruined and didnt leave with a good memory.

  Business response

  02/18/2024

  We suggest the Client to contact  ************************** at: ******************************************** and include their Affiliation number, an executives will be assigned and in the best position to assist the client.

  Customer response

  02/20/2024

  The case has been forwarded to provided email address: ********************************************

  Customer response

  02/23/2024

   
  Complaint: 21309801
  
  I am rejecting this response because:The case has been forwarded to provided email address: ********************************************

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

  Customer response

  02/29/2024

  Hello,

  I received a response from The Palace Company and don`t accept and agree with it, I`m going to answer them back and CC you.

  Regard,

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

  Business response

  02/29/2024

  We advise the client to keep in touch with their assigned executive for further assistance on this matter, since the company is in the best disposition to assist the aforementioned client.

  Customer response

  03/04/2024

   
  Complaint: 21309801
  

  Thank you, we have replied back their email on 29th Feb and are waiting to hear back from Elite Palace

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

  Customer response

  03/06/2024

  Hello,

  We received another response today from Elite Palce and very nonsense for **, looks they play with us, you can find it in the attached file. We would request to keep our case open. 

  Thanks,

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

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I obtain a travel membership package in ****** in May 2023. They didnt call it a time share. The total package cost around $9k with a monthly membership fee of $150. I paid down $2,700. I was told by the salea person that I can cancel my membership anytime with no refund of the down payment. After almost a year of paying, i realize they are a lot of stipulations when it comes to taking a vacation. This was not explained to me prior to being a member. They tell you what you want to hear just to get you to sign. I felt pressured and was told I can travel the world on a discount anytime I want. I realize that they are a lot of block out dates and addional fess associated with take a short vacation. I emailed the company and spoke with *************************** and was told i cant cancel and they can only make my account inactive which will incur additional fees. I told him the sales rep told me I can cancel anytime without my deposit. So bascially they tell you lies just to get you to sign up. I also sent another email to **************************************** but I havent gotten a response. I just need my member ship to be cancelled and Im not seeking my deposit back.

  Business response

  02/08/2024

  We advise the client to keep in touch with their assigned executive for further assistance on this matter, since the company is in the best disposition to assist you.
  
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I tried to cancel my membership (there is nothing about cancellations in the contract) and was threatened both by phone and email by the sales manager I spoke to

  Business response

  02/07/2024

  The Client has accepted the termination of the membership, they are aware that no refund  is expected on their part.

*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. ↩