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:07/07/2025

  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.

  This complaint is regarding the unacceptable practices and lack of responsiveness demonstrated by Royal Holiday. Since November 2023, we have made numerous attempts to contact them via phone and email in an effort to resolve ongoing issues, only to be met with complete unresponsiveness or dismissive, generic replies. These responses have been recycled templates that fail to address our specific concerns and demonstrate a total disregard for customers. We have even been addressed by the wrong name in some of these communications, which is both unprofessional and insulting, further proving their responses have been templated and not a real attempt to resolve our concerns. Despite repeatedly providing detailed explanations of our issues, we were constantly asked to reiterate the same information, creating a frustrating, circular process that lacks any meaningful progress and our concerns remain unresolved. Communication with Royal Holiday has been a consistently appalling experience, plagued by long hold times, frequent disconnections, and an utter lack of competent or helpful interactions. It is simply impossible to receive any meaningful assistance from them. The promises made when we initially purchased this timeshare have not been fulfilled. The vacations they claimed to provide have been completely inaccessible. Past attempts to book vacations have resulted in endless holds with no assistance or outright disconnections. These failures have left us angry, disappointed, and steadfast in our desire to put this miserable experience behind us. We are demanding immediate action from an executive within Royal Holiday to address our concerns. We request a resolution allowing us to relinquish ownership and receive a full refund of all the money we have invested. This situation has gone on far too long, and we cannot tolerate the continued lack of accountability or meaningful communication.

  Business Response

  Date: 07/16/2025

  July 16, 2025
  
  Complaint ID: ********
  ******************** Servicing ***************** and the **********
  C/o Complaint Department
  ******************************************************************************************
  
  Dear *** or Madam,  
  
  I would like to inform you that I had the opportunity to speak with Mr. ****** & Mrs. ******* through our conversation, it was clarified that every time they had contacted us, we have provided them with the requested service. Indeed, I let them know that our records show that, one month after they purchased the membership, they were assisted to pay off the loan balance with a discount. They also were provided with reservation options to travel to **********; however, they decided not to confirm a reservation.
  
  They claimed that the requested reservation required additional payment. I informed them that the amount of Holiday Credits varies depending on the hotel, travelling season, type of room and number of nights booked. I also told them that they were offered the option to purchase Extra Holiday Credits at preferential price to book the trip.
  
  They inquired if they could sell the membership, I explained that, as it is stipulated on the Operating Rules,they have the right to transfer the membership to a third party, they asked me to email them information about it, which I did.
  
  I offered to them my best personal service to make the most out of what they purchased and start to use the membership; however, they declined my proposal and insisted to have the membership cancelled.
  
  For the aforementioned reasons,we inform you that our member request is respectfully denied.
  
  I strongly recommend our members to ****** their position. I would like to inform them that we have added new travel destinations in the ** in ************* **; ************ **; ************; ******* **; ******** **; ************************** ********************************* & in ****** in ******* **************** and *********. We also added ********** which is our brand-new benefit designed to help our members to travel more and pay less. This service allows them to book destinations and hotels that are not part of our regular catalog. We invite them to take advantage of this new benefit and start planning their next trip.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  **** *******
  Quality Assurance Supervisor

• Initial Complaint

  Date:06/25/2025

  Type:Order 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 have been dissatisfied with my experience as a member. The commitments made during the sign-up process were entirely misleading. I was promised easy access to travel to ****, along with a program that would allow my family to visit and enjoy the resort I purchased through the membership. I have come to learn that there are no available properties in **** whatsoever. This means I was misled during the sign-up process, as this was the sole reason I agreed to the membership. I have never been able to facilitate travel for my family as promised. The membership was also marketed as offering significant worldwide travel flexibility. Yet, every time I attempt to book a trip, there is a lack of availability despite my efforts and planning. I have discovered that availability often exists directly through the resorts, but booking through Royal Holiday, as required, is almost impossible. This recurring issue effectively denies me the vacations I was promised. The gift vouchers provided as part of my membership have been entirely useless. Whenever I attempt to redeem them, I'm told I must either upgrade my membership or make additional purchases, undermining the value of the membership I originally paid for. I have been charged unexpected additional fees that contradict assurances given during the sign-up process that all costs would be covered by my initial payment. I request that I be allowed to relinquish my membership and be issued a full refund.

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  Complaint ID: ********
  ******************** Servicing ***************** and the Caribbean,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear *** or Madam,  
  
  I would like to inform you that I had the opportunity to speak with Mrs. ********* through our conversation, she stated that she was misled by the salesperson because she was promised she would always find availability, and that she could travel to ****, but it has not happened. I informed her that Royal Holiday is based in the law and provides its members with a contract and the Operating Rules of the Club with the terms and conditions of the membership to avoid any type of misunderstandings, and these documents are the only valid agreements between the parties. Furthermore, I notified her that we always suggest our members to request reservations as soon as possible because we accept reservations on a "first-come, first-served" basis.
  
  She mentioned that she was told that her family could stay at the resort she purchased the membership. I explained to her that she can book at any of our resorts for herself, family members or even friends. She just needs to let us know the name of the person travelling so we can change the name on the reservation to let the hotel know the name of her guest. Furthermore, our records shows that she allowed her daughter to use reservations in ***** in July 2021, in ******* in August 2021,and in February of 2023.
  
  I offered to her my best personal service to assist her to continue using the membership, however, she declined my proposal and told me she will seek legal assistance.
  
  On her letter she indicated that the gift vouchers she was provided as part of her membership have been entirely useless. Mrs. ******** was awarded with a $1,530USD bonus for the payment of the 2021 annual fee which was applied on her account, she also received a free three-night stay certificate that she used to travel to Park Royal ************* Cala in *********** in August of 2022. In addition, a reservation was confirmed at ********** Royal Cancun in May of 2021 using the Privileged Member Select Certificate.
  
  She also claimed that she had been charged unexpected additional fees. After reviewing her account, I found no information about what she mentioned. I kindly ask her to provide me proof of what she stated in order to do the proper follow up.
  
  For the aforementioned reasons,we inform you that our member request is respectfully denied.
  
  I strongly recommend our member to ****** her position and continue to take advantage of the benefits that the membership offers. I let her know that we have added new travel destinations in the ** in ************* **; ************ **; ********** **; ******, **;*******, **; ************************** ********************************* & in ****** in ******, **************** and *********. She is also aware that we added ********** which is our brand-new benefit designed to help our members to travel more and pay less. This service allows her to book destinations and hotels that are not part of our regular catalog. We invite her to take advantage of this new benefit and start planning her next trip.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  **** *******
  Quality Assurance Supervisor

• Initial Complaint

  Date:06/24/2025

  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.

  Received 2 certificates from Royal Holiday club timeshare. These certificates were for ****** credits each with activating for $50 each. Received 1996, no expiration date, no stating amount would increase etc. Recently requested to use them and was told cant use them at that price! Explained thats their error not mine for not putting an expiration date or an amount adjustment overtime but they still will not honor the certificates they issued to me. Would like to use them now in making a timeshare reservation.Would like any assistance from you in contacting them to honor the certificates as issued by them. Thank you.

  Business Response

  Date: 07/03/2025

  July 3, 2025
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the **********
  C/o Complaint Department
  ******************************************************************************************
  
  Dear *** or Madam, 
  
  I would like to inform you that I had the opportunity to speak with Ms. ******** through our conversation, it was clarified that the certificates she was granted back in 1996 are no longer handled by Royal Holiday,
  
  We have offered her to recuperate last year unused credits to book her Hawaii reservation this year through our *************************** I also offered her to make an exception to use the 2 certificates she has for ****** Holiday Credits each honoring the activation fee of $50USD each at any of our All-Inclusive Park Royal Hotels this year except the weeks of Christmas and New Years; however, she declined our offer.
  
  I strongly recommend our member to ****** her position and take advantage of our offers. I encourage her to contact me at ************** shall she decide to accept our proposal.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  
  Truly,
  
  
  **** *******
  Quality Assurance Supervisor

  Customer Answer

  Date: 07/05/2025

   
  Complaint: 23512187
  
  I am rejecting this response because:
  It is not acceptable to me for a business to claim it no longer will honor certificates it issued to me because of how old the certificates are. At the time I was given these certificates, I was told theres no expiration date and that I could use them anytime during my 30 year contractual membership (after paying $50 activation fee for each10000 credit certificate) to any of their locations.

  While **** did further offer to activate the certificates at $50 each, it was only to go to their ****** locations. I had a very bad experience with them at one of their ****** locations where they charged my credit card $2000 without authorization. I have no interest in ever going to their ****** locations again.
  

  I explained to her that I should be able to use the certificates as promised, going to any of their locations. This was not offered by her. The fact that shes trying to make some compromise, thinking it some kind of goodwill gesture is completely improper and a feeble attempt to cover themselves with the BBB. 
  

  Their bait and switch sales tactic regarding these certificates should be recognized for what it is clear and simple. I should be allowed to use the certificates as issued and anything less than that shows their unethical and dishonorable business practices which Im sure is only the tip of the iceberg, considering the number of complaints already registered against them.

   

   

   

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

  Business Response

  Date: 07/11/2025

  July 11, 2025
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the **********
  C/o Complaint Department
  ******************************************************************************************
  
  
  Dear *** or Madam,
  
  I want to inform you that I have called the number that we have on record and e-mailed Ms. ******** however, I was unable to get a hold of her or get a reply by email.
  
  I kindly ask Ms. ******* to let me know the best time and day to contact her.  I also encourage our member to contact me at ************** so I can gladly assist her.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  
  **** *******
  Quality Assurance Supervisor

  Customer Answer

  Date: 07/19/2025

   
  Complaint: 23512187
  
  I am rejecting this response because: **** ******* is able to get in touch with me via email/phone, which is the only phone number I have. She does not allow enough time to go by before sending you this response that she was unable to get in touch with me!

  I returned her call after her initial offer to Mexico was rejected by me. She actually had a second offer which I was surprised even hearing back from her! She seemed to want to resolve this issue in an appropriate business like way after all!
  

  She asked me what other locations I would be willing to use and I countered with her letting me know what locations they were willing to offer, given that they were more selective in what they were willing to offer. I told her Nov/Dec would be the dates I have available.
  

  She called me back and was now offering ******* or ********** locations. Excited that this might finally be a good resolution, I told her I needed to check my schedule. She told me they would honor the $100 to activate both certificates of 10k credits each. She did say there might be some money Id have to pay over that depending on when and where I was going.
  

  I sent her an email saying I would love to go to Scottsdale Dec 7-14. I looked online on their site and it showed ****** credits for this place and time.
  

  She called me back to say that I would need to pay the $100 and an additional  $600+ since certificate credits arent the same as my regular credits so it wouldnt be the ****** credits!!!
  

  She led me to believe I would be able to use my certificates for this location and time period with maybe a little overage, but additional $600+ is not a little overage and not a fair offer whatsoever!

  She offered nothing more for no other locations at shorter periods of time with less amount of money. She just said thats the offer and thats it. I told her thank you and their offer was ridiculous and here when I thought they were actually trying to work something out they were in fact not. Very disappointing.

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

• Initial Complaint

  Date:06/10/2025

  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.

  we bought a royal-holiday vacation bus it has been at nightmare, it is impossible to book a vacation where we want, they said they do not have nothing available, a request to cancel it and I do not want any money I just want to get out of this company, this is really a pain in the aaaa sorry but it is what it is

  Business Response

  Date: 06/18/2025

  June 18, 2025
  
  Complaint ID: ******** 
  BBB Servicing ***************** and the **********
  C/o Complaint Department
  ******************************************************************************************
  
  Dear *** or Madam,  
  
  I would like to inform you that I had the opportunity to speak with Mr. ********** through our conversation, he complained that he could not use some incentives he was provided. I informed to him that; indeed, he was awarded with a $1,000 USD bonus certificate for flight tickets and two certificates of $500 USD each one for All-Inclusive payment. I explained to him that, as per our records, ************* was assisted to quote both, stay and flights to travel to ********** and ******* using the referred incentives; however, no reservation was confirmed.
  
  He stated that it is impossible to book a vacation where he wanted. I told him that, I reviewed his account and noticed that, even though his reservation requests were made with few weeks in advance,we have offered alternatives travel options. Furthermore, earlier this month, when he called to ask for availability to travel in July, we explained him we can submit to the resort a request for extra inventory and get back with him, but he decided not to accept the proposal.   
  
  I told him that I can exceptionally get the authorization to allow him to use either, the bonus certificate for flight tickets or the certificates for All-Inclusive payment,as well as my best personal service to assist him to continue using the membership, however, he insisted to have the membership cancelled.
  
  For the aforementioned reasons,we inform you that our member request is respectfully denied.
  
  I strongly recommend our member to ****** his position. The offer to allow him to utilize either of the incentives is still valid shall our member decide to take it. I encourage him to contact me at ************** so I can gladly assist him.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  **** *******
  Quality Assurance Supervisor

  Customer Answer

  Date: 06/18/2025

  Hi yes we spoke about it but when I invest on royal holiday they said I have some time to use I tried to go to ********** but always nothing available so I decide to go different hotels because I have to go vacations when I can no when they say has to be I have to figure it out best time for everybody in my family later I tried to use the bonus but they said I cant it was expired so I couldnt , so now they said I can use only because they had not fallow what they said, I this this company is some kind of legal scam, I recommend everyone do not get involved in this business.

   

   

   

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23451092
  
  Hi yes we spoke about it but when I invest on royal holiday they said I have some time to use I tried to go to ********** but always nothing available so I decide to go different hotels because I have to go vacations when I can no when they say has to be I have to figure it out best time for everybody in my family later I tried to use the bonus but they said I cant it was expired so I couldnt , so now they said I can use only because they had not fallow what they said, I this this company is some kind of legal scam, I recommend everyone do not get involved in this business.
  
  Sincerely,
  
  ***** H

  Business Response

  Date: 06/27/2025

  June 27, 2025
  
  Complaint ID: ******** 
  BBB Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear *** or Madam,  
  
  On his last response ************ stated that, when he invested on Royal Holiday, he was told that he had some time to use, and he had tried to go to ********** but always nothing available so he decided to go different hotels because he had to go vacations when he could. It is important to mention that Royal Holiday is based in the law and provides its members with a contract and the Operating Rules of the Club with the terms and conditions of the membership to avoid any type of misunderstandings, and these documents are the only valid agreements between the parties.
  
  I would like to refer our member to Clause III Section A of the Operating Rules which stipulates:
  
  The Management Company suggests Members to request reservations for Accommodation Units at the ************ or Affiliated Resorts as soon as possible, in accordance with the Club's Operating Rules, in order to have better chances of getting the reservation requested. Since the Club Resorts and the Affiliated Accommodation Resorts are located in high-demand tourist areas, making a reservation request well in advance can improve significantly the possibility for the Member to obtain the first option he/she requested for their reservations.
  The Club will accept reservations on a "first-come, first-served" basis.
  Reservations are always subject to the Club's availability of Accommodation Units in the requested area or Resorts.
  
  He claimed that he tried to use the bonus, but he was told he cant it was expired so he couldnt. it is important to mentioned that, as per Terms and Conditions printed on the documents, the incentives, are valid for 18 months from the date of issue.
  
  Moreover, as per our records, ************* requested to use the bonus, she was quoted with the All-Inclusive fee to pay and flights to travel to ********** December *****, 2023; however, she decided not to confirm a reservation because she considered it too expensive.She also was informed about certificates validity. Later, the same day, ************ called and was provided with availability to travel to ******* in November, he mentioned he needed to consult with his family and no reservation was confirmed either. Our records show no other attempts to redeem the incentives.
  
  For the aforementioned reasons we inform you that, Royal Holiday has not defaulted with the contract obligations,therefore our members request is respectfully denied.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  **** *******
  Quality Assurance Supervisor

• Initial Complaint

  Date:05/30/2025

  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 were promised a variety of benefits that have failed to align with the reality of our experience. We were misled as the commitments made to us were not delivered as expected. We were assured access to a wide selection of resorts worldwide, with no exchange fees. However, it has been difficult to secure reservations for the destinations and times we desire. On the rare occasions we were able to book, the accommodations did not meet expectations. Rooms were notably smaller than promised, and the amenities fell short of what was initially advertised. We were told that membership came with the opportunity to receive money back and were issued a certificate intended for our beneficiaries. This certificate stated that $22,950 would be granted after 30 years. However, upon inquiring about this, we were informed by a representative that this was associated with an independent company, and Royal Holiday is unable to provide assistance in resolving that matter. Renting out our membership was presented as a way to offset maintenance fees. This has not been a feasible option for us, causing additional financial strain. Our Health complications have made travel near impossible, as we now require regular visits to medical specialists and face mobility limitations. What persuaded us to join Royal Holiday were verbal representations made by their representatives, and the agreement should have been accurately reflected. The lack of alignment between these representations and our actual membership experience constitutes a breach of trust. We were informed that we cannot terminate our membership unless we demonstrate a serious illness, death, bankruptcy, or failure by the club to comply with the contract.

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the **********
  C/o Complaint Department
  ******************************************************************************************
  
  
  Dear *** or Madam,
  
  I would like to inform you that I have been in contact with Mrs. ******* through our conversation, it was clarified that in order to avoid any type of misunderstandings with the contract clauses and the information provided by the sales staff, our members signed a Membership Sales Agreement, a Confirming Document of the Clubs Holiday Program and a Promissory Note with all detailed information about the membership use and the payments related to it.
  
  I explained that our members can book any type of room available in out inventory at time of booking,our records show that she has booked different types of rooms, like Presidential units in Park Royal Homestay ********* in ************************************************************. Royal Holiday has over 180 lodging options worldwide, as well as cruises, that they can book using her membership; furthermore, we have added new travel destinations in the ** in ************* **; ************ **; ************; ******* **; ******** **; ************************** ********************************* &in ****** in ******* *************** and *********.
  
   It is important to mention that all of our reservations are subject to availability based on fist-come, first-served basis. If the reservation is not available as requested, our Travel Advisors can check options to offer our members alternate choices such as available dates, lodging units or destinations under the vacation program. This scenario will not be deemed as nonperformance by Royal Holiday with its contract obligations.
  
  One of the membership benefits allows members to make deposits with *** to book vacations in their pool of reservations in 4200+ resorts around the world when the specific destination that our member wants is not part of our inventory. ********** is our brand-new benefit designed to help our members to travel more and pay less. This service allows them to book destinations and hotels that are not part of our regular catalog. We invite her take advantage of this new benefit and start planning her next trip.
  
  I reminded our member he can book hotel rooms and cruise cabins for family members or friends. Contract holders are the only ones that can book reservations, but it is not mandatory to use them. They just need to let us know the name of the person travelling so we can document the reservation to let the hotel know the name of their guest.
  
  Regarding the certificate that would be granted after 30 years, I confirmed to Mrs. ****** that what she purchased was a Vacation Club Membership, as it is indicated on her contract, the certificate was granted as an incentive, and it is not part of the contract. Royal Holiday and ******** are the two separate companies. Granthix is the company that administrates this certificate, a company aside of Royal Holiday. I kindly asked her to contact Granthix in case she has any questions or doubts regarding her certificate.
  
  I remind our member how the Rentsure Program works, this benefit allows her to rent points and apply the money of the rented points towards the payment of the Annual Fees or All-Inclusive fees. 
  
  For the aforementioned reasons we inform you that, Royal Holiday has not defaulted with the contract obligations, therefore our members request is respectfully denied.
  
  I summon our member to consider her position and take advantage of the benefits that the membership offers. I offer my best personal service to assist her.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  **** *******
  Quality Assurance Supervisor

• Initial Complaint

  Date:05/27/2025

  Type:Order 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 formally express my frustration with the ongoing issues I have experienced with my timeshare. The monthly payment of $568.54 has become unaffordable for me, and the maintenance fees are due every year right before Christmas, which is the only time I travel. The booking process is incredibly tedious, often requiring 2+ hours on the phone over several months, with inconsistent pricing each time. Additionally, every vacation includes time wasted being pressured to upgrade my membership, leaving me feeling harassed and worn out.Furthermore, I am required to pay the full price for two people despite being the only person in the room, which I feel is unfair. I have also faced multiple issues with payments being disrupted due to compromised debit or credit cards, further complicating matters. These cumulative challenges have made the timeshare impractical for me. I kindly request to be contacted and for my concerns to be addressed without continuing to be ignored. I demand to be released from this contract immediately.

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  
  Complaint ID: # ********
  BBB Servicing ***************** and the **********
  C/o Complaint Department
  ******************************************************************************************
  
  
  Dear *** or Madam,
  
  I want to inform you that I have called Mrs. ****** however, I was unable to get a hold of her. I sent her an e-mail as well, and she informed me she prefers all communication in writing.
  
  On her letter, Mrs. ***** indicated that the monthly payment had become unaffordable for her, and that the maintenance fees were due every year right before Christmas. At Royal Holiday we are always willing to make her membership payments affordable to her current financial situation. In addition, it is important to mention that the yearly annual fee is due on January 15th every year. 
  
  She complained that the booking process was incredibly tedious. I can assure our member that all our Travel Advisors are highly trained and constantly evaluated to fully comply with our Quality Standards. Our records show that that every time our member have contacted us, we have provided her with the requested service. Moreover, on Mrs. ****** account there are fourteen reservations booked since she became a member in 2019.
  
  Our member stated that every vacation included time wasted being pressured to upgrade the membership. It is important to mention that no member is forced to attend the invitation, she can decline it and if she decided to attend it, she is always free to walk away at any moment from the sales office if she considers necessary. Furthermore, we can always notify the sales offices not to invite her to the presentation.
  
  She stated that she had also faced multiple issues with payments being disrupted due to compromised debit or credit cards. It is worth noting that Royal Holiday has security measures,administrative and physical techniques that allow us to protect the personal data of our partners against unauthorized access or treatment and observing the principles of legality, consent, purpose and responsibility established in the Federal Law on Protection of Data in Possession of Individuals.
  
  For the aforementioned reasons,we inform you that our member request is respectfully denied.
  
  I highly recommend our member to ****** her position and continue taking advantage of the benefits that the membership offers. I encourage her to contact me at ************** so I can gladly assist her to make the most out of her membership.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  **** *******
  Quality Assurance Supervisor

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23383057
  
  I am rejecting this response because: I reject the response from Royal Holiday as it fails to fully address my valid concerns while minimizing the severity of the issues Ive experienced. First, while the company states that they are "willing to make payments affordable," the reality is that paying $568.54 monthly, coupled with maintenance fees due during an already financially demanding time of year, is untenable. Their claim about the booking process being efficient contradicts my repeated experience of spending hours on the phone over months to secure reservations, often facing inconsistencies in pricing. Furthermore, their attempt to normalize relentless upgrade pressure during every vacation is dismissive. Regardless of whether I can reject these sessions, being incessantly invited feels invasive and detracts from the relaxation I seek. The claim that my complaints about payment disruptions are addressed through their "security measures" also rings hollow, as these issues have only complicated my experience further. The account of "fourteen reservations since 2019" fails to consider the excessive effort required for each booking and the limited value I ultimately receive. Additionally, the persistent online theme of complaints similar to mine reveals systemic issues with their service. For these reasons, I stand by my request to be released from this membership immediately, as the cumulative frustrations have rendered this timeshare impractical and far from beneficial for me.
  
  
  Keep me posted.
  
  
  Thank you,
  
  
  
  
  Sincerely,
  
  ****** *****

  6/9/2025

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  Complaint ID: # ********
  BBB Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear *** or Madam,
  
  On her last response Mrs. ***** complained that paying $568.54 monthly, coupled with maintenance fees due during an already financially demanding time of year, is untenable. It is worth noting that, a copy of the contract was provided to her, with the terms and conditions of the membership.
  
  I would like to refer her to Clause 3 of the contract which stipulates that Purchaser will pay Seller,as consideration for acquiring the Membership described in Clause 2 the amounts below:
  
  Class Membership Credits
  Purchase Price
  Upgrade Purchase Price
  Down Payment Agreed
  Down Payment Paid
  Closing Cost Agreed
  Closing Cost Paid
  Amount to Capital
  Total Amount Deferred
  Financed Down Payment
  Installments Balance
  Total Amount
  Interest Rate
  Moratory Interest Rate
  No. of Payments
  Monthly amount
  First Payment Date
  Maintenance Fee
  
  Moreover, she signed the Letter of Understanding which describes in one of the clauses that We agree that the decision to become Club member, as made, represents no financial burden to our family budget and both opening investment and monthly payment are absolutely within ranges deemed comfortable to our budget
  
  She claimed that she had repeated experiences of spending hours on the phone over months to secure *************** is important to mention that Clause III Section A of the Operating Rules stipulates:
  
  The Management Company suggests Members to request reservations for Accommodation Units at the Club Resorts or Affiliated Resorts as soon as possible, in accordance with the Club's Operating Rules, in order to have better chances of getting the reservation requested. Since the Club Resorts and the Affiliated Accommodation Resorts are located in high-demand tourist areas, making a reservation request well in advance can improve significantly the possibility for the Member to obtain the first option he/she requested for their reservations.
  The Club will accept reservations on a "first-come, first-served" basis.
  Reservations are always subject to the Club's availability of Accommodation Units in the requested area or Resorts.
  
  Mrs. ***** stated that our attempt to normalize relentless upgrade pressure during every vacation is dismissive. I can assure our member that we invite our members to attend the presentation because we always try to provide them with all the necessary and updated information about their memberships. We apologize for any inconvenience this may cause her.  
  
  She also mentioned that our security measures also rings hollow about the payment disruptions, as these issues had only complicated her experience further. After reviewing her account, we found no information about what she mentioned. I kindly ask her to provide me proof of what she stated in order to do the proper follow up.
  
  Our member commented that the persistent online theme of complaints similar to hers reveals systemic issues with our service. As every major company, Royal Holiday is subject to receive both negative and positive comments. For that reason, we strive to detect and contact our members that have a complaint and always look for a solution.
  
  For the aforementioned reasons,we inform you that, Royal Holiday has not defaulted with the contract obligations, therefore our members request is respectfully denied.
  
  I strongly recommend our member to ****** her position and continue to take advantage of the benefits that the membership offers. I would like to inform her that we have added new travel destinations in the ** in ************, **; ***********, **; *********, **;******, **; *******, **; *************************, ********************************* & in ****** in ******, ***************, and *********. We have also added a benefit ********** which is our brand-new benefit designed to help our members to travel more and pay less. This service allows them to book destinations and hotels that are not part of our regular catalog. We invite her take advantage of this new benefit and start planning her next trip.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  **** *******
  Quality Assurance Supervisor
  

  Customer Answer

  Date: 06/21/2025

   
  Complaint: 23383057
  
  I am rejecting this response because:  This company once again fails to address the core issues Ive raised, many of which echo the sentiments of thousands of similar complaints about Royal Holiday. These include being misled about the total costs of ownership, annual maintenance fees due during the holiday season when travel is most likely, and a booking process that is both unnecessarily time-consuming and inconsistent. Additionally, the relentless pressure to upgrade during every vacation is not only intrusive but detracts from the enjoyment of the membership. I find it unethical that I am charged the full price for two people despite staying alone, which feels inherently unfair. Furthermore, the dismissal of widespread customer concerns, as evidenced by numerous online reviews, points to systemic issues within your practices. I will continue reaching out until Royal Holiday operates in an ethical manner and provides me with an option to cancel this contract. Ignoring these concerns reinforces the perception of a company unwilling to prioritize transparency and fairness, which ultimately undermines any value the membership claims to offer.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/17/2025

  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.

  We did not sign a new contract with them but they still billed our credit card without authorization. We tried to contact them to resolve the issue but nobody got back to us. We then called the credit card company and created a complain and 2 credit cards got refunded but the third one is still not refunded. No body got back to us regarding this. Our credit got ruined because of this charge. Since they did not resolved the issue we sent a letter to all of their companies in the ****************** and I also sent the same letter to their emails telling them that if the problem is not resolved and my membership is cancelled we will seek further damages in court. They did not call until this date and we will start a legal process since they are forcing us to do so. The letter was sent by my lawyer and it was ignored completely. To anybody reading this please stay away from this company it is a nightmare and a total disaster. From rude customer services to ghosting you when there is a problem. This company needs to be *************** you royal holidays find the email I sent to your company at ************************************************************************************************************* and read it since the offices in the ****************** completely ignored.I spend 43+ k in a membership and I get the worst customer service in ********** not respond to this email saying you are denying my claim because you fraudulently charged my credit card and now my credit is ruined. I want to be compensated and a contract cancellation immediately as well as a full refund and credit card charges cancelled.Otherwise we will see you in court.

  Business Response

  Date: 05/26/2025

  May 26, 2025
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear *** or Madam, 
  
  I would like to inform you that Mr. ***** filed a complaint through ****************************** authorities and this case will be handled by attorneys for both parties in the *******************
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  
  Truly,
  
  
  **** *******
  Quality Assurance Supervisor

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23345261
  
  I am rejecting this response because: The problem has not being resolved. I will accept their solution once I have a check in my hand with my full refund, my credit card refunded and my legal fees paid in full. We are not at fault here they are. We have 3 unauthorized charges to our credit card, and we called multiple times and nobody helped us. All they do is how can we schedule your next vacation? ignoring the problem completely or hanging up the phone. I also sent multiple emails and nobody answered so now we are making it public. 

  I will update this case once my lawyer has a check, confirmation of the credit card refund, contract cancelled, and legal fees paid in full. All in writing. 

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

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear *** or Madam, 
  
  I would like to inform you that our **************** is still handling this case with Mr. ****** lawyer in the *******************
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  
  Truly,
  
  
  **** *******
  Quality Assurance Supervisor

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23345261
  
  I am rejecting this response because: We still don't see the $2,800 refund reflected on our credit card, our credit is ruined because of this and our lawyer is still waiting for an answer on their behalf regarding a contract termination and a full refund. We will wait a few more days and see how it goes. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear *** or Madam, 
  
  I would like to inform you that Mr. ***** was offered to upgrade his membership, in the end he decided not to accept it and disputed the charges directly with his bank leaving Royal Holiday unable to make any refunds.Two of the disputed charges that we received were processed, at this time the status of the last charge is being reviewed to confirm there is no active dispute and to be able to follow up accordingly.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  **** *******
  Quality Assurance Supervisor

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23345261
  
  I am rejecting this response because:  We were forced to call the credit card company after many phone calls to ask for refund and to try to resolve the problem. At this point I am still waiting for the 3rd refund (almost a year later) as well as my 1st contract terminated and a full refund of everything paid minus the days I consumed because I do not want to deal with a dishonest business anymore that refused to help after months of phone calls with very rude people, emails and chat attempts. 

  Again what I am asking is very fair and your lawyer should already know this.

  1- $2800 FRAUDULENT CHARGE refunded back to my credit card. If you cannot do this we will have to settle this in a COURT in both countries. 

  2- Contract termination for wrongdoing and ruining my credit and many other issues that I can list if you want.

  3- FULL REFUND of my INITIAL contract INCLUDING ANUAL FEES MINUS the very few days that were consumed.

  4- REFUND of what I have paid so far in legal fees 

   

  This is very fair in comparison to what you have done to us. Basically I what I am asking you is just for my own money refunded but you have ruined my life and my credit and you should already know this. 

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

• Initial Complaint

  Date:05/05/2025

  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.

  We have been attempting to relinquish our ownership with Royal Holiday, yet all of our efforts have been met with no success. Despite multiple attempts to reach out via email, through their website, and other forms of communication, we have been ignored. We do not owe any outstanding balances on the ownership, and we have clearly communicated that we no longer want it. We are deeply dissatisfied with the overall experience as well as the lack of service and support that we have received. The most recent time we attempted to utilize the ownership, we were forced into attending a meeting where their representatives applied high-pressure tactics to convince us to spend even more money. This approach completely ruined our experience during that trip. We do not want additional points, as we cannot even use the ownership we currently have. Over the course of our interactions with Royal Holiday, we have been lied to,laughed at, misled, and ultimately mistreated. The promises initially made to us have not been fulfilled, and this ownership is not a good fit for us. At this point, we need someone from Royal Holidays management team to contact us and provide the necessary assistance to resolve this matter.

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the **********
  C/o Complaint Department
  ******************************************************************************************
  
  
  
  Dear *** or Madam, 
  
  I would like to inform you that I have tried to contact Mrs. ***** but I have not been able to get a hold of her and I sent her e-mails as well without receiving a reply.
  
  I kindly ask her to let me know when the best time and day will be to contact her and the best telephone number where I can reach her. I also encourage our member to contact me at ************** so I can gladly assist her.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  **** *******
  Quality Assurance Supervisor

• Initial Complaint

  Date:04/28/2025

  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 filing this complaint as an owner who no longer wants their Royal Holiday timeshare due to repeated issues and severe disappointment. My experience with this company has been a nightmare from the start, and I feel dismissed and ignored every step of the way. The issues began during my 2023 vacation to ******, where I immediately encountered problems. The hotel I was forced to book did not provide the amenities I was promised. Basic services like room service were unavailable, and the room itself was outdated and far from the quality I had anticipated. I raised my concerns while in ******, and while I was offered some upgrades as an apology, I was coerced into purchasing ****** additional points to upgrade my membership. This situation felt incredibly unfair and unprofessional. The problems continued into February during my trip to *******. I was placed in a Presidential Suite that was in poor condition. The tables were broken, and the suite had zero views because the top floors with better views were reserved for Platinum members. I was extremely disappointed with the state of the accommodations, especially given the cost and promises made during my upgrade. On top of this, I have spent an extraordinary amount of time on the phone arguing with customer service. The lack of clear communication, repeated dismissals of my concerns, and constant runaround have been exhausting and infuriating. Additionally, my medical issues have been completely disregarded by Royal Holiday. I suffered a massive stroke, which has severely impacted my ability to use the timeshare. Despite this, the company has shown no empathy or understanding, further complicating my efforts to exit the agreement. I have tried to be amicable about this matter, but Royal Holiday has failed to make any meaningful effort to resolve my concerns or provide a solution. See Attachment

  Business Response

  Date: 05/09/2025

  May 9, 2025
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the **********
  C/o Complaint Department
  ******************************************************************************************
  
  
  Dear *** or Madam, 
  
  I would like to inform you that I had the opportunity to talk to Ms. ********* I made her a proposal, regretfully, she declined it and insisted to terminate the contract.
  
  She has been informed that her membership service is currently deactivated in our system due to lack of payment; however, the membership has not been cancelled.
  
  For the aforementioned reasons, we inform you that our member request is respectfully denied.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  
  Truly,
  
  
  **** *******
  Quality Assurance Supervisor

• Initial Complaint

  Date:04/28/2025

  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.

  Bought in to the Royal holiday club membership while staying at one of their princess properties in ******. Was shown Presentation highlighting resorts and included stays in over 180 countries. Was promised free flights for 10 years, personal concierge services. Presidential suite upgrades, free 2 week stay in ******... The list goes on. The promises are in writing. But nothing can actually be booked or used.

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear *** or Madam, 
  
  I would like to inform you that I have been in communication with Ms. ***** she replied by email that she will get in touch with me soon. I will be expecting her call at **************. 
  
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  
  Truly,
  
  
  **** *******
  Quality Assurance Supervisor