ComplaintsforPalace Resorts

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Your hotel, Moon Palace, is riddled with bed bugs. I was there for a concert and ran into people all with the same problem. Bed bug bites. You did everything to deny itwell now I have had a biopsy done and all my problems are bed bugs coming from your hotel. You didnt even try and help find new accommodations. I got to sleep in a bathtub to avoid it. I will never come to your property again and have spread the word. Foul operation.

  Business response

  02/20/2024

  In order to further review this case, please contact: ******************************************. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Certificate Folio ZCJGE-KF-**** I am sending this complaint because the information we were given at the resort for this special was not what we are being told now. As we were leaving the Moon Palace resort we were approached by their sales team. The genetlemen asked how many people were in our room we told him 5. He said he could get us a deal on a 5 day, 4 adult resort stay for only $1250. That we would pay $299.00 for the special and pay the rest when we were ready to book. I even repeated it, so the $299.00 would go towards the cost of the resort reducing the resort total when we booked, he said yes. That we would only owe the difference.Now when we call the 800# we are being told the $299.00 does not go toward the payment of the resort it is a separate fee. It was only to receive a certificate. A certificate that just allows us to book a resort. This certiciate doesn't give any discounts it just puts our name on a list and allow us to call this 800#. We still have to pay the full price of the resort which is not $1250. The resort prices per the 800# representative range in the $2000 to $4000. This is a surprise and very upsetting. Why would I pay almost $300 dollars for the privilege to book a resort. I paid $299.00 because I was told it would go toward the cost and reduce the resort cost, also I was told the resort was $1250 for four adults. The customer service at 800# says the resort cost is for two people and not four, I would have to pay an additoiinal $1000 for each additional adult. This entire thing is a bait and switch and illegal. I would never give $299.00 just to receive a certificate to later pay full price for a resort. I am requesting my money back of $299.00. This is fraudulent sales.I was deceived by the sales team as we were leaving the resort. The guy explained that this is a deposit toward the cost of the resort once I booked. That this $299.00 would reduce the final cost. I even repeated what he said to confirm what we were told, and now we are being told something entirely different.I don't support or condone such deceit and request that you return our funds immediately.The 800# customer service gave me the email address to file a complaint which I did and I have not heard anything back from them. they did not even acknowledge my complaint. So I am now filing this complaint with better business bureau in hopes of getting a resolution.

  Business response

  02/03/2024

  We suggest the Client to contact  ************************** at: ******************************************** and include their Affiliation number, our executives are in the best position to assist you.

  Customer response

  02/05/2024

   
  Complaint: 21170141
  
  I am rejecting this response because: I already contacted their complaint department via email, that is why I submitted the complaint with the BBB, no one responded.  That information is written in my initial complaint.  I also called the customer service while waiting for a response from BBB and the supervisor there said someone will contact me back for my refund.  It has now been a few weeks since speaking to that person and I have not received any responses.
  
  ******************************************

  Business response

  02/07/2024

  We suggest the Client to keep in touch with the agents that are already providing information and follow-uo on their request.
  
  

  Customer response

  02/08/2024

   
  Complaint: 21170141
  
  I am rejecting this response because: no one is providing information.  No one has given me my refund. There is no real action on your part. It has been almost a month since I submitted my complaint via email to your agency and still it has not been resolved. 
  
  ******************************************

  Business response

  02/18/2024

  The corresponding department has issued the refund required by the client therefore, as suggested already, we advise the client to keep in touch with the agent that has been in contact with them.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In January 9, ****, I completed a Request Change Form as required to change my name. I was told that all owners have to sign the Change Request Form. The name change was for myself as a result of a divorce and remarriage. I emailed a copy of the filling legal documents to verify my name to ********************************:A copy of my previous and current drivers license. A copy of my divorce decree A copy of my new Marriage Certificate A copy of my *** passport I also informed *************** ****** that the other owner, my ex husband was unwilling to cooperate and would not sign the Change Request Form. She contacted the other owner and copied me on the email. He refused to sign or provide authorization for my name to be changed. I was told that because he didnt t agree to MY name change that Palace would not update my name on the contract PE6004697. I continued to try to explain that I no longer have any valid identification in my former name of *****************************. I also explain ** that I did not want to change anything else on the contract. Not the contact information. Not the beneficiaries. Nothing but MY name which has changed to *********************************. How is this reasonable that I cant change my name on my Palace Ownership contract because my ex husband will not sign to authorize the change. I am unable to use my time share (weeks) because my travel documents are in my new name. I am asking that someone review this and agree to change my name on my contract or perhaps issue me an addendum to recognize my name as the documents submitted evidence.

  Customer response

  01/12/2024

  Im attaching the documents that have been sent to ******************************** at Palace Elite 

  Business response

  01/14/2024

  We advise the client to keep in touch with their assigned executive for further assistance, the company is in the best disposition to assist the client
  
  

  Customer response

  01/17/2024

   
  Complaint: 21134524
  
  I am rejecting this response because:

  Im attaching the documents that have been sent to ******************************** at Palace Elite 

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

  Business response

  01/20/2024

  It is important that both parties involved reach to an agreement, since all parties involved have the same rights. We advise the client to keep in touch with their assigned executive for further assistance.

  Customer response

  01/23/2024

   
  Complaint: 21134524
  
  I am rejecting this response because:
  My name has changed. I am no longer *****************************. It is unreasonable that the other party has to agree to a name change. 
  

  I legally changed my name after a divorce. 
  The  other owner who is my ex husband refuses to agree to my name change because he is angry.

  it makes no sense for the other owner to be required to agree to my name change.

  I sent you as proof of identification a copy of my old drivers license with the name *****************************. I also sent you a copy of my divorce decree and new marriage certificate. Additionally, a copy of my updated passport which reflects my new name ********************************** 
  

  Regardless of the other owners agreement my name changed. 

  I am unable to travel or use the benefits of my Palace Elite contract and interval International because all of my documents have been updated to reflect the legal name change to **********************************

  If you refuse to change the contract even after receiving all legal documents verifying my new name, would you please offer some other option.

  Can you issue an addendum just stating that my name has changed?

   I do not want to change anything else. PLEASE. Just my last name.

  Can you send me a letter stating that you recognize ***************************** and ********************************* as one of the same so that I make reservations with my new last name?

  PLEASE BE UNDERSTANDING AND REASONABLE. 
  

  All  I want is for you to change my name.

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

  Business response

  01/27/2024

  As mentioned before, we suggest the client to keep in touch with their assigned executive for further assistance and advise, since the company has the best interests in its clients. The assigned executive will provide the best options on what to do about the client's request.
  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Membership #******* with Palace Resorts in Cancun ******. I/we own timeshare for years-over 20 years now. Haven't used it much over the years but am trying to use it now over the past year or so we are now able to start vacationing finally.We have 4 weeks 'free' imperial weeks for staying in a Palace Resort specifically in Cancun. We also have 110 or so weeks to exchange with RCI which we have a separate account for.Recently I am over the past year trying to book the 'free' weeks and try to book additional weeks for vacation for myself and my family and can't 'speak' to anyone on the phone to do so. The reps at ************************************* tell me my membership has been revoked and I have NO account. ************************* ********************** need to contact ******************************************** in order to discuss my membership and why I have lost over $22,000 of vacation weeks / timeshare that I paid for years ago! There is NO phone number to speak to member services and they totally give me NO responses to help!I am SUPER FRUSTRATED & truly want to reap the benefits of the money I invested for this timeshare and weeks of vacation. Especially utilizing my 'free' weeks! I am in desperate needs of help to get my membership back on track and my other # is *******. There is another number for customer service ************ for ********************* for Palace Elite customer service - BUT still get no where with these numbers as well. I have been trying to get this resolved for over a year now - but had no choice but to reach out to you for help/assistance because I am not getting any help/resolution. I am being ignored and can't afford to loose all of my money invested. I've moved a few times as well and have always tried to send them my updated addresses. Any annual dues owed I would gladly ********** have NOT received any 'bills' or fee notices in ************ do have my updated address for both times I have moved.Please help me/us! My family deserves it.

  Business response

  01/07/2024

  The Client had a membership with a company that is no longer in service, nevertheless due to 9 years of Club Fees not paid  per agreed on the contract, said contract rescinded and is no longer effective.
  We advise the client to keep in touch with the ************************** at: ********************************************* include their Affiliation number since an executive will assist you.
  
  

  Customer response

  01/08/2024

   
  Complaint: 21101801
  
  I am rejecting this response because:  the company NEVER NOTIFIED me about my membership being cancelled or that fees were owed.  They OWE me 4 weeks of Imperial Weeks which were included with the original purchase as well which had/has nothing to do with my membership fees!  These 'complimentary weeks' are owed to me.  They were making reservations for me back in October 2022 and then came up with my membership being unpaid.  I asked them WHY would I not pay $110 a year that they are now telling me has gone unpaid for 8 years if I had known it was due???  I paid thousands of dollars for complimentary vacation weeks and received 110 weeks of travel and even keep up with RCI my exchange company annually, they have NOT billed me via mail / **** or even email to tell me I was in default and owed these minimal monies....  I would never have defaulted with the chance of loosing thousands of dollars of vacation - by owing these small fees that they are NOW telling me about.  They should make good on something!!!  Please Please help me get them to do something for me and my family, I cannot afford nor would I have defaulted and knew about it and the risk of loosing so much.  They owe me the good of reactivating my membership provided I pay what is owed since they never alerted me of loosing my membership due to these unknown fees that I wasn't billed or even emailed....  

  they owe me - I am a good consumer and should be treated as such....  They at least owe me my weeks that came with my purchase regardless as well!!!!
  
  Sincerely,
  
  **********************************************

  Business response

  01/11/2024

  An executive has been assigned to the Client therefore we advise to keep in touch with the agent for further information or assitance.

  Customer response

  01/15/2024

   
  Complaint: 21101801
  
  I am rejecting this response because:  I have NOT been contacted by any executive from the company as of yet.  My # is ************ & email is ***************************** I have to 'wait' on them to contact me because again I have not been successful reaching out to anyone there for assistance.....  I would love to have the executive contact me for assistance and to help figure something out.  
  
  Sincerely,
  
  **********************************************

  Business response

  01/20/2024

  The client has been contacted and informed since 2022 that the contract has rescinded due to lack of payments as per agreed per contract. The company had agents trying to reach out to them without successm, nevertheless, said clients knew about their payment obligations since they signed a contract in front of a legal verificator therefore the company has not incurred any agreement.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been a victim of both credit card fraud and forgery, amongst other issues. We were strong armed into attending a timeshare sales presentation before we were permitted to check into our "HOTEL". We were told we told it would not be possible to check into our room until we signed a membership contract. Upon our refusal, the person who held himself out as the sales manager, A.J., told us that we would need to find another hotel and forfeit our approximately $6,000 of hotel fees. We still refused to sign any documents, and were then presented with a copy of our passports and a signed copy of a contract we did not sign. This is a pure FORGERY. This is not a legitimate business, and is targeted to a drunken all-inclusive marketplace. We ended up staying at the hotel, but did not eat the food due to health concerns other hotel guests warned us against. See other reviews on this website confirming this fact. When we went to check out, there were multiple security guards who barred our exit from the hotel unless we signed a $750 bill. This is the definition of extortion and kidnapping. We are filing a complaint with the US state department.Don't take our word for it....look at the 130 horrible reviews on the better business bureau website. I have never seen a 1 star rating for any business other than this.Finally, DO NOT believe the reviews on TripAdvisor or Expedia. Notice that all the real ratings are scathing, the 10/10 ratings are all first time users. Curiously, all first time users are rating 10/10, while real reviews/ customers are 2/10. Just for yourself. This business, Palace Resorts, is a complete SCAM. Stay away.

  Business response

  01/04/2024

  Reservation for referenced client was confirmed through an online travel agency from December 19th-24th,2023. An invitation to attend our vacation club seminar was extended after their check in.  Said invitation is extended to all clients, with no conditioning for them to do so.  Referenced client attended to the seminar on December 20th, 2023. In exchange for their valuable time, he was awarded with $200.00 USD Palace Money which he used towards their final bill and, **** Blanc Benefits used towards spa services and tours. Check out process initiated at 2:22 pm and was completed by 2:57 pm after referenced client settled his billing account. Transportation departed from our facilities at 3:00 pm.
  Regretfully, check out process was delayed as referenced clients signature on final bill was different from their passport.

  Customer response

  02/06/2024

  Attached are a copy of my passport and the copies of the only receipts I was provided with.

   

  they are clear forgeries, as previously mentioned.

  As it relates to the forgery, this was done in ******, none of the documents are binding in the US, and the signature was clearly done by someone who is right handed. I'm left handed, as you can see on my passport and the one contract Palace elite did send me. 
  

  the signatures do not match in style and look like my name has been forged by multiple people at Palace ****

  Business response

  02/13/2024

  Guests are invited to attend a presentation to get know about The Company's vacation program, if the client is interested then it goes through a process of where a contract is signed in front of a Legal Verificator Officer where the services that the client and the representative agree, are being placed on the aforementioned contract, therefore The Company has not incurred in a contract agreement and we suggest the Client to contact  ************************** at: ******************************************** and include their Affiliation number, our executives are in the best position to assist you.
  
  

  Customer response

  02/13/2024

  The documents I've supplied explain the situation and that I did not sign any contract.
  

  The hotel and timeshare sales are one and the same, so they had access to my personal information because I had to provide a copy of my passport when I checked in, as well as my credit card.

  It is clear that my name is forged on the contract. My signature on my passport does not remotely resemble the contract that sent me after we had already traveled home. I am left handed, and whomever forged my signature is right handed. If you look at the strokes, a left handed person drags their pinky finger when writing from left to right

  Customer response

  02/13/2024

  The documents I've supplied explain the situation and that I did not sign any contract.
  

  The hotel and timeshare sales are one and the same, so they had access to my personal information because I had to provide a copy of my passport when I checked in, as well as my credit card.

  It is clear that my name is forged on the contract. My signature on my passport does not remotely resemble the contract that sent me after we had already traveled home. I am left handed, and whomever forged my signature is right handed. If you look at the strokes, a left handed person drags their pinky finger when writing from left to right

  Customer response

  02/21/2024

   
  Complaint: 21065142
  
  I am rejecting this response because:

  The documents I've supplied explain the situation and that I did not sign any contract.
  
  The hotel and timeshare sales are one and the same, so they had access to my personal information because I had to provide a copy of my passport when I checked in, as well as my credit card.
  
  It is clear that my name is forged on the contract. My signature on my passport does not remotely resemble the contract that sent me after we had already traveled home. I am left handed, and whomever forged my signature is right handed. If you look at the strokes, a left handed person drags their pinky finger when writing from left to right

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

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently entered into an agreement with Palace Resorts. They assured me that they would email the cancellation policy terms and conditions, but unfortunately, I have not yet received them. This does not align with proper business practices.

  Business response

  12/27/2023

  The Client may contact  ************************** at: ******************************************** and include their Affiliation number, an executives will assist you.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 17th $3700 Resort charged us full price for the service but was unable to feed us throughout the stay. Restaurants were over-booked, unable to secure reservations for 3 out of 7 nights. Buffet quality of food was low and good items were no longer available or finished. Unable to deliver room service with food or necessities like hot water to make baby milk and kids. Discriminated against non-members by putting members to front or lines for restaurants and we were waiting up to 2 hours. Still unable to secure reservation. Misled booking of activities to over-charge the room Tried to file complaint. Went through 3 rounds of guest services and public relations to hear that a report will be filed and someone will contact us. No contact or remuneration. Ruined our family vacation Have videos of lines at restaurants

  Business response

  12/27/2023

  Although during high season service limitations may occur, our staff makes every effort to accommodate our client's needs. In their specific case our records indicate references clients visited the following restaurants: December 17th, 2023 **** and Grand Buffet, December 18th, 2023 Habibi, December 19th Circus. December 21st, 2023 Grand Buffet. On December 20th, ************** was provided through room service. Reservation is only required for Casa Ma, *****, Jc Steak and Le Chateau as all other restaurants are under the First come, First Served Basis.

  
  No dissatisfaction regarding restaurant availability was voiced to our Public ********************* only dissatisfaction recorded was in regards to the use of our Resort Credit promotion. 
  

   

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Arrived in ****** flight landed early around 12. Had to wait 2hours in the rain for a shuttle to the resort. When we arrived to the resort the staff neglected to check ** in properly. Our wrist bands was not activated our luggage remained by the lobby area no help from staff or management. Called several times and phone constantly rang. Ask for a manger 3 times and was neglected and hung up on. Im currently writing this as I wait for a manager. So far it has been an hour standing at the front desk with not urgency to help. No remorse for bad customer service or the inconvenience that was cause by their lack of organization.

  Business response

  12/22/2023

  In order to further review referenced client's case, they may contact us at:******************************************

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have repeatedly requested to cancel the vip membership that I purchased from Palace Resorts on 8/21/23. Since I have 5 days to request a refund from my initial purchase, I sent an email with intent to cancel my membership on 8/24/23 and again on 8/30/23. I requested that the business refund my initial deposit of the $1,886.83. Following up to my email, I called the Palace Elite phone line on both days, at **************. The first representative told me that their inbox was full and to try again at a later time. The second representative told me to give them 5 days to respond. I never received a response from them regarding refunding my money, until one month after I filed a dispute with my bank. The reply came from a man named ******************************** on 9/30/23 and it did not address their lack of response the previous month. ******* only emailed me to say that his legal department would be in touch with my bank. Since my money was never refunded and I never heard from them since, I have no choice but to start the process of taking legal action. It should only take one message to a business in the appropriate timeframe, for them to acknowledge that I am due a refund, especially since I was a hotel guest at the time. The disorganization of this business is not myjurisdiction, but it should no longer be my burden.

  Business response

  12/13/2023

  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.

  Customer response

  12/13/2023

  Palace Resorts received a Dispute notice months ago, and I have received the bank's outcome.The bank determined that this dispute needed to remain between me and the merchant. I am owed a refund and will take further action if a refund is not issued soon from here. I have given Palace Resort a ***********. My next steps will be going through the ************************************ and the court system.

  Customer response

  12/13/2023

   
  Complaint: 20997588
  
  I am rejecting this response because:

  Palace Resorts received a Dispute notice months ago, and I have received the bank's outcome.The bank determined that this dispute needed to remain between me and the merchant. I am owed a refund and will take further action if a refund is not issued soon from here. I have given Palace Resort a ***********. My next steps will be going through the ************************************ and the court system.

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

  Business response

  12/27/2023

  As previously mentioned, the company is still waiting on the status for the dispute from the bank nevertheless we suggest to keep contact with the assigned executive for further assistance on the Dispute outcome.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid to hold a room at this resort, but due to the flight prices I wasnt able to make the trip. We followed the instructions, but the representatives are not refunding our reservation money. They owe me ******!

  Business response

  12/11/2023

  Our Representatives will contact referenced client to provide personalized attention. 

*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. ↩