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:11/22/2022

  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.

  June 18, 2022 at Royal Holiday Club (***) sales office inside **************************************** Resorts, ************, ******, I signed Three years temporary membership with RHC and paid in full at USD3100.78 using my US **** Club Credit Card issued by the **************.June 20, 2022 (within 5 days) I called ************** to cancel the payment and deactivate my credit card when I realized the membership package I received are fundamentally different from what I was told during the sales process on June 18, 2022. I googled the *** and found many similar complaints about their fraud sales process. I also contacted *** sales supervisor ***** using WhatsAPP on June 20, 2022 to request the cancellation of my membership due to the fraud sales process. I told him I have called my credit card company to cancel the payment and deactivate my credit card. He responded that I don't need worry about it as there is nothing without payment. The charge was reversed on my old credit card which was deactivated and replaced with a new card in July 2022. The charge appeared on my new credit card in August. I contacted ************** and was told that *** provided the contract I signed so I have to pay. However the bank agreed to open the dispute again till Dec 17, 2022. - I contacted *****, *** sales supervisor again in Nov 2022 asking him to stop the charge since I requested cancellation to him on June 20, 2022. He responded that I should be dealing with my bank. - I called my bank and was told that they could dispute in front of the *********************** since they have paid *** and I should have reported the scam on the same day instead of one day after on June 20, 2022. I need BBB support to cancel my membership. The cancellation process has stressed me out and I lost interest to visit *********, I have to see Psychologist to get the strength to talk about the scam. I cry in the middle of night when I woke up thinking about this scam.

  Business Response

  Date: 12/05/2022

  December 5, 2022
  
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  
  Dear Sir or Madam,
  
  I would like to inform you that we have been in contact with *********,and she has been informed of the required process to conclude her request.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

• Initial Complaint

  Date:11/22/2022

  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 purchased a Vacation Club on November 8, 2022, on Nov 9, 2022, I had concerns, so I reached out to them and on Nov 10, 2022, we went to the office and requested to cancel the membership in person and through email to the company. They informed us that they it would take 72 hours, I received an answer today on Nov 22,2022 they that it was denied, and they would not refund my initial deposit of amount of $4570.00.they lead us to believe that their service was VIP when it doesn't come close to a VIP service, they don't even own the hotels or cruises they you have the option to use in which they told us they did they lied to us and rushed us to buy this membership this company scammed us out of our money. The loan officer ****** that we spoke to when we came to office said he would take care of this, and he don't see any issue was receiving a full refund. I have attached the emails I requested with 2 days a cancelation.

  Business Response

  Date: 12/05/2022

  December 5, 2022.
  
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  
  
  Dear Sir or Madam, 
  
  
  I would like to inform you that we have been in contact with Mr. ***** *************************, and they have been informed of the required process to conclude their request.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  
  
  ***********************
  Quality Assurance Supervisor

• Initial Complaint

  Date:11/09/2022

  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.

  Transaction Date: 11.28.21 $3785 down payment, $730x3 rest of down payment = $2,190 plus 7 payments of $348.18 for a total of $8,412.26 so far Sold:Staying in the villas (which is what we booked on Expedia with a ******) and even upgraded us in the villas to one with a pool.They showed us a room in the tour that was a 2 story, multi room with a pool and said how would you like to stay in this room or in an upgraded villa with a pool when you stay with us?Sold us on a maintenance fee that would not increase, would include pts. for the yr and we could borrow from the following year since one of us was over 50 for no additional cost.We refused to sign a form saying we could not cancel at any time, the sales rep got special approval from their Mgr not to sign and said we would be able to cancel at any time.They didnt have the locations we like to travel to so they told us no problem because RCI is their sister company of Royal Holiday and we would just pay $250 anytime we wanted to stay a week at one of RCIs properties and would not need to use pts.Dispute:We finally went to use our membership and found out everything we were sold above was NOT true. We booked a room while trying to get this issue resolved per the agent and e-mailed them what we were showing as available in the Villas on Expedia and never got a response.We cancelled our reservation since this is NOT what we were sold and they were not responding to correct the issue/reservation.When we tried to cancel like we were sold/told we could, we were told we cannot which again is NOT what we were told/sold at the resort by not signing a cannot cancel form.The business said its not their fault were not using our benefits.They did a bate and switch on what they sold us with something that isnt even available ever for us to even use which took us until booking to discover.Member ID *********** Account #******* You cannot show/sell one product and then deliver something completely different.

  Business Response

  Date: 11/16/2022

  November 16, 2022.
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  Dear Sir or Madam, 
  
  I would like to inform you that I had the opportunity to speak with *******************,through our conversation, she stated that, during the sales presentations, she was told that she could reserve a kind of unit she was shown. I told her that indeed it is possible to book the type of unit she was presented if it is available, as it is indicated in Contracts Clause 7.3 Purchaser understands and agree that any and all reservation requests are subject to availability. I offered her my best personal service and asked to provide me with the required travel dates, I am currently expecting the information.
  
  She also mentioned that she had refused to sign a form saying she could not cancel at any time, I explained to her that such form does not exist. Furthermore, I refer to her to Clause 2 of the signed  Confirming Clubs Program document which indicates: Purchaser acknowledges and agrees that this Contract,the information front page, the Confirmation Document, the Promissory Notes,the Resort Guide, the Letter of Understanding and attached Clubs Operating Rules, which Purchaser acknowledges receiving hereunder including Membership Activation letter and Tablet Delivery Letter, all integral part of Contract are the only valid agreements between the parties, and Seller nor Club will acknowledge as binding any oral or written agreement other than those above mentioned. In the event of contravention between the provisions herein and its exhibits or Operating Rules, the provisions herein will prevail. 
  
  For the aforementioned reasons, we inform you that our member request is respectfully denied.  
  
  The offer to assist her to reserve the desired type of unit is still valid shall our member decide to take it. I encourage her to contact me at ************** so I can gladly assist her.
  
  We thank the Better Business Bureau for bringing this case to our attention.  
  
  ***********************  
  Quality Assurance Supervisor 

• Initial Complaint

  Date:11/09/2022

  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.

  Royal Holiday Vacation Club sold us a timeshare under false pretenses and high-pressure sales tactics. During the time of our purchase, the sales staff left out a lot of important details when they tried to sell us the timeshare. These details could have been the difference between signing the contract and walking away. The promises they did make have been nothing more than untruthful promises. This company has not been honest with us from day one. We experienced high pressure from multiple salespeople. We were also promised that the timeshare could be used anywhere at any time at no charge. Lies! We were told that we could either sell or rent out our timeshare at any time. Lies! We were told that maintenance fees would never increase. Again, lies! Since our purchase, we have never been able to use the timeshare when we wanted to schedule. Also, cleanliness was an issue in one unit we used. We were uncomfortable scheduling time for fear of what we would get and the cumbersome scheduling process.We have reached out to Royal Holiday Vacation Club to express our concerns and request a release from the contract, but they continue to deny any wrongdoing, and they are not taking this matter seriously. We were lied to, and the timeshare they sold to us is nothing that was promised to us. Royal Holiday Vacation Club needs to be held accountable for the actions made by their sales staff. We need out of the contract now!

  Business Response

  Date: 11/14/2022

  November 14, 2022.
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  Dear Sir or Madam, 
  
  I would like to inform you that I had the opportunity to speak with **************, through our conversation, he stated that he was pressure to sign the Royal Holiday contract. I explained to him that, since he became member in ********************************************************************** addition, I would like to mention that the Royal Holiday contract was signed in good faith by both parties; members are free to take the necessary time to review the contract or any other document involved, and our members are always free to walk away at any moment from the sales office if they consider it necessary.
  
  I offered him my best personal service to continue using the membership by recuperating unused holiday credits from previous years to book reservations this year; however, he declined the proposal and insisted on having the membership cancelled.
  
  On his letter ************** indicated that he was told that he could either sell or rent his timeshare at any time, I would like to refer our member to the signed Confirming Document which indicates in one of the Clauses that Buyer understands that he/she acquires the Membership for his/her use and enjoyment and not for resale or speculation purposes. 
  
  He stated that he was told that the maintenance fees would never increase. It is important to point out that as per the Operating Rules of the Club, the annual fee might increase to reflect the raising costs and expenses of the Club;however, such increment has been minimum, and from 2011 to 2013, from 2015 to 2017 and from 2020 to 2022 the fee did not increase.
  
  Our member claimed that has never been able to use the timeshare when he wanted to schedule. I kindly ask him to provide me with his travel plans to assist him with the booking.
  
  Finally, he stated that cleanliness was an issue in one unit they used. Our records do not show any travel complaints. It is worth noting that, if an incident occurs during a stay, it should be immediately reported the hotel front desk and/or Royal Holiday, in order to provide a solution.
  
  
  For the aforementioned reasons, we inform you that our member request is respectfully denied.  
  
  I strongly recommend our member to ****** his position and continue taking advantage of the benefits that the membership offers.  He owns an excellent membership level and Royal Holiday has several destinations in the most beautiful Mexican and ****************** beaches and several other destinations in the U.S.A., South *******,*****************, where our member can have a memorable time.
  
  The offer to recuperate unused credits from previous years 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.  
  
  ***********************  
  Quality Assurance Supervisor 
  

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18381317
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/17/2022

  Royal Holiday Club's response is unacceptable. *********************** failed to acknowledge the fact that during the time of our purchase, the sales staff used high-pressure sales tactics and LIED to us! They also left out pertinent information about the timeshare ownership that we needed to know. **** failed to address our concerns and issues, and **** seems to only bring up what is written in the contract. We are not upset about the contract we signed. We are upset about the fact that we were misinformed about the entire timeshare program and the fact that all the promises and perks have not come to fruition. We are sure Royal Holiday Club has done a great job covering all the bases so that they can lie and scam people and get away with it. We are upset about the actions that led up to our purchase. We are highly dissatisfied with this company and our timeshare. It is apparent that **** did not thoroughly read through our initial complaint. The timeshare was never accurately represented by the sales staff because they lied to us and used high-pressure sales tactics. This timeshare is NOTHING that was promised to us. For the reasons above, we need to exit from this right away.

  Business Response

  Date: 11/25/2022

  November 25, 2022.
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  Dear Sir or Madam, 
  
  I am sorry to learn that our member continues to mention that the sales staff used high-pressure sales tactics and lied. It is important to point out that, members are never forced to sign a contract,they can take their time to review the contract and are always free to walk away at any moment from the sales office if they consider it necessary. In addition, in order to avoid any type of misunderstandings with the contract clauses and the information provided by the sales staff, ************** went through a verification process where questions were answered, and doubts cleared up.Furthermore, I would like to refer our member to the signed Confirming Document which indicates in one of the Clauses that Buyer agrees and accepts that this Purchase and Sale Agreement, this Confirming Document, the Promissory Note and the Operating Rules of the Club, which form part of this agreement, are the only valid agreements between the parties and that there are no other verbal or written agreement binding the SELLER or CLUB  
  
  He stated that he is upset about the fact that he was misinformed about the entire timeshare program. Royal Holiday is based on the law and provides its members with a Contract and Operating Rules of the Club with the terms and conditions of the membership.
  
  Royal Holiday has complied with what our member is entitled to with his membership. Every time our member has contacted us, we have answered to his questions, and he has been provided with the requested service.
  
  For the aforementioned reasons, we inform you that our member request is respectfully denied.  
  
  I remind ************** that he can book at any of our resorts around the world in any of our wonderful destinations and cruise cabins for themselves, 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.  
  
  We thank the Better Business Bureau for bringing this case to our attention.  
  
  ***********************  
  Quality Assurance Supervisor 

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18381317
  
  I am rejecting this response because: It is not a feasible response!

   

  ****,
  
  
  We do not appreciate your templated responses. Also, your response isn't accurate. How can you speak about my experience if you were not present? The fact of the matter is that your company wants to hide behind the contract that I was pressured to sign and admit no wrongdoing. This dispute will not stop here. We have been stressed by this ownership, and to continue feeling this way will be no longer.
  
  
  ****, thank you but we need to speak to someone Now regarding this matter that has the authority to end this ownership once and for all.
  
  
  Respectfully,
  ***************************
  

   

  
  
  

• Initial Complaint

  Date:11/07/2022

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Over the past 17 years, I have only been able to use my Royal Holiday timeshare 3 times. I have expressed to them that I would like to be let out of my **** contract with them and I have yet to get any response. I paid off this timeshare of over $17,000 so the least that a business that has taken all of my money can do is show some common courtesy and answer their customers when they have concerns or questions. I need to get this resolved as I lost my husband and I need to get as many of the bills consolidated as possible as I am now on a limited income. I have no desire to travel anymore and have no use for it without him. I would appreciate it greatly if the Better Business Bureau could help me in getting some answers and help me to close this chapter in my life free from any further obligations to Royal Holiday.

  Business Response

  Date: 11/16/2022

  November 16,2022
  
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  
  Dear Sir or Madam,
  
  I want to inform you that I have called and e-mailed *******************; however, I was not able to get a hold of her or get a reply by email.
  
  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.
  
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

• Initial Complaint

  Date:10/11/2022

  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 have been trying to reach out to Royal Holiday for several months regarding the closing of our account with them. We have not been contacted by anyone and even hung up on when trying to call. Their customer service has not been anywhere close to helpful, and we would like someone from their upper management to contact us with a solution as soon as possible. We are not pleased with the ownership and especially with their lack of communication. We are hoping you are able to assist us with communicating with them.

  Business Response

  Date: 10/21/2022

  October 21, 2022.
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  Dear Sir or Madam, 
  
  I want to inform you that I have been in contact with ******************* and a call with her has been scheduled on Tuesday October 25, 2022.
  
  We thank the Better Business Bureau for bringing this case to our attention.  
  
  ***********************  
  Quality Assurance Supervisor 

  Customer Answer

  Date: 12/02/2022

  I want my complaint concerning Royal Holiday Club, to continue to help with the resolution in ending my contract. I have submitted *************** for my husband and myself.  I do not want to pay a yearly fee of $1200, that we are not using. And the contract does not end until ****. My husband and I are Senior Citzens. We are living on fix income. This money we could for something else,  instead of paying for something we cannot use.

  Business Response

  Date: 12/14/2022

  December 14, 2022.
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  Dear Sir or Madam, 
  
  I want to inform you that I had the opportunity to speak with *******************, through our conversation she claimed that she found it is more expensive to book a cruise cabin using the program. I explained to her that Royal Holiday provides competitive prices along with great deals and promotions she can take advantage of, to enjoy the most pleasant vacations. I invited her to compare costs and check availability and find the best option according to her needs. However, she declined the proposal.  
  
  Our member mentioned that, because of the pandemic, she decided not to travel the past few years; I explained to her that the holiday credits for this year can be rolled over to be used next year. In addition, she deposited in RCI the holiday credits for both 2020 and 2021.
  
  Finally, she mentioned that she is not able to travel at this moment because of her health conditions. I told her that, exceptionally I can accumulate all 2022 and 2023 holiday credits into ****, and once she gets better, she can continue traveling. Once again, she decided not to accept the proposal.
  
  For the aforementioned reasons,we inform you that our member request is respectfully denied.
  
  I strongly recommend our member to ****** her position and continue taking advantage of the benefits that the membership offers. I offered to her my best personal service to assist her to make the most of the membership she owns shall she decide to accept our offer.
  
   We thank the Better Business Bureau for bringing this case to our attention.  
  
  ***********************  
  Quality Assurance Supervisor 

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18199187
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18199187
  
  I am rejecting this response because:

  I spoke with ******************, I informed him I want out of. my contract with Royal Holiday.

  i am not interested in traveling with Royal Holiday, due to the two surgeries my husband had on his hips.

  I had surgery on my back. I sent ****************** copies of my medical documentation from my doctor. But ******************

  never acknowledge that he received the doctor's verification on our medical conditions.

  This contract with Royal Holiday doesn't end until ****, we will be extremely old, if God allows us to live. 

  My husband and I are both retired and living on a fix income. We do not want to continue pay $1200 every year or more on something 

  we have no intention of traveling with Royal Holiday.

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

  Business Response

  Date: 12/27/2022

  December 27, 2022.
  
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  
  Dear Sir or Madam, 
  
  I want to inform you that I had the opportunity to speak with *******************, through our conversation I informed to her that I received the doctor's verification with their medical conditions and after reviewing the information he never mentions that because of their medical conditions they are required to remain at home. Furthermore, on her husbands document, the doctor indicates that ****************** will be able to use it (document attached). It is important to mention that Royal Holiday has available destinations within driving distance from where they live, such as ***********. ** or *************, ** as well as some others nearby options in *******, ** or Block Island,**.  
  
  I explained to her that our members can book at any of our resorts around the world in any of our wonderful destinations and cruise cabins for themselves, family members or friends.Regretfully, she continued requesting the cancellation or would seek legal actions.
  
  For the aforementioned reasons,we inform you that our member request is respectfully denied.
  
  Our offer to exceptionally accumulate all 2022 and 2023 holiday credits into **** is still valid, shall ******************* decide to take it. I encourage her to contact me at ************** so I can gladly assist her in case she has any travel plans.
  
   We thank the Better Business Bureau for bringing this case to our attention. 
  
  ***********************  
  Quality Assurance Supervisor 

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18199187
  
  I am rejecting this response because:
  As per response I sent you earlier today.I want to end this contract. Again as stated before, we don't intend to travel with this club. I will not continue pay $1200 again.The contract doesn't end until ****. ******* wasn't going to accept my medical documents, because they want us to keep paying even though we don't intend to travel with the club. We have been paying them every year .and we are tired of using our retirement to pay  them for something we don't want to use  We will continue to find a way out of this contract. I don't intend to speak with ******************, because he is rude and tried to bully me into accepting there terms. And when I didn't let him continue to speak to me in a condescending way, he hung up on me.

   

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

• Initial Complaint

  Date:10/06/2022

  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 signed up in 2018 and paid around $20,000 to join ***. I didn't use the points until 2020, when I booked a hotel with my family in ********. COVID closed all hotels, and they canceled my reservations. I paid for their ***************** company that gave me the round around, and for two years, I tried to get my points or money back for the trip. Called *** customer service, and they did nothing except stall. I googled the insurance company TW Global Protection. Send them the same paperwork. After that, ******** called us back, trying to buy out. They had sensitive information leaked. January 2022, the insurance company denied our claim due to extending a year from the cancelation. I have all the emails on the record showing that I was constantly working to correct this problem. So, they kept my points and money. I want to get out and have some of my money back. They have breached the contract on their end. They are telling me they can not cancel my contract. Please help.

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  
  Dear Sir or Madam,
  
  I want to inform you that I have been in communication with ****************, I am currently working to find a solution for Mr. ******* case and I will personally follow up on it and let him know as soon as I have an answer.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

  Customer Answer

  Date: 10/20/2022

  I have started communications with Royal Holiday at this point, nothing has been resolved.  They just made contact with me yesterday.  I hope to resolve this issue as soon as possible.  

  Complaint: 18178872
  
  I am rejecting this response because:
  My respond at this time is due to the two options given to respond to this message.  They have made contact but nothing has been resolved.
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/27/2022

  October 27, 2022
  
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  
  Dear Sir or Madam,
  
  I would like to inform you that we have been in contact with ****************, we are currently expecting some information from him.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

• Initial Complaint

  Date:09/22/2022

  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.

  Hello,My wife and I purchased a Royal Holiday Club membership on August 14, 2022 at the ********************** for $2,300. We canceled our membership on August 15, **** within the required timeframe. Our refund was supposed to be processed on September 6, 2022 per the cancellation agreement we signed. We have still not received our refund. We have tried calling the number provided, and keep getting the run around. The contract number is 401-722742.

  Business Response

  Date: 09/29/2022

  September 29,2022
  
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  
  Dear Sir or Madam,
  
  I want to inform you that I have called the number that we have on record and e-mailed our member the refund receipt; however, I was not able to get a hold of Mr. ******* or get a reply by email.
  
  I am currently expecting his response to confirm that he has received the money back into his account.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I signed a contract with Royal Holiday Club in July 24, 2022. I made 2 payments with MasterCard for US $1070 and US $2000 and 2 with **** for US $1500 and US $3000. We cancelled the contract in less than 5 days in July 28, 2022. In August 23, 2022 I received a phone call from Royal Holiday saying that they were going to do the four refunds that same day. I received an e-mail stating that the refunds had been done. The e-mail contained an attachment with receipts of 4 refunds. In August 23, 2022 I received one refund for US $1500 in my **** account and one refund for US $1070 in my MasterCard account. The two other refunds have not arrived until this day. I have written to the people who sent me the proof of refunds requesting for information twice since then and also to Royal Holiday customer service but none of them has replied via e-mail nor via any other way. Last week I received a receipt from Royal Holiday stating that I have to pay the monthly fee.The names and e-mails of the persons who made the transaction for the refunds are ****** *************************************, Royal ************* to the Customer, *********************************************************************************************************** and ************************************, Royal Host (Contracts, **********************************************************). I wrote to the persons who made the transactions for the refunds asking for information about the two missing refunds on September 1st. The second time I wrote to them was on September 7, 2022 and I included the **************** (e-mails *********************************************************************************************************, **********************************************************) as carbon copy in hopes that they may have an explanation but I have received no reply from them either. I contacted Banco Sabadell by phone on September 7th for information but they say they cannot give me information about those refunds because I am not their client. Therefore I need your assistance to obtain the last two refunds from Royal Holiday and the proof that they cancelled my contract and that they stop sending me receipts. I am including e-mails.

  Business Response

  Date: 09/22/2022

  September 22, 2022
  
  
  
  Complaint ID: # ********
  BBB Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  
  
  Dear Sir or Madam,
  
  I want to inform you that I have been in contact with **********************, I have informed him that the remaining refund its been processed.
  
  I am currently expecting his response to confirm that he has received the money back into his account.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  
  
  Truly,
  
  ***********************

  Customer Answer

  Date: 09/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received the remaining refunds in my accounts. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Today is September 8 2022 five days after I signed a contract for a vacation club with Royal Holiday on SEPTEMBER 3rd 2022 that Is very far from what it was promised to me by the sale representative. Me and my friend were told multiple times that we could cancel at any time.l that was our main concern since with accepted even heard what they want to sale. I noticed that they had cameras in the office and also I asked for water and they brought an alcoholic beverage, the intentions to get us drunk was very clear, but everything else was very confusing I have no opportunity to get explain everything on the contract they were in a hurry to leave the office and we never were able to see the presentation as everyone else, they have us for hours without breakfast and lunch, just talking to convince us to buy, they even took my credit cards an left the office to charge me even before to sign the contract and the full amount of the cost $18690 *** dollars , plus $5725 *** dollars from my friend. I contacted Royal Holiday in ****************** Grand ********************** to rescind contract for full refund before 5 days and I called the company in ****** they refused to do anything in the time frame and still on time and they denied any help that goes against the cobra actually they failed to provide information and also very unprofessional. I asked for solution and cancellation of contract rescinding the contract and they respond with something different, avoiding the questions and telling me that I have not rights to rescind the contract for full redound no even a day after. They know how to play with people. I requested a resolution but they continue avoiding me and they confirmed on 09/07/2022 they received the email and called me that nobody could talk to me about that matter failing to the promise and the contract that they provided. All this in the legal 5 days to rescind the contract.

  Business Response

  Date: 09/09/2022

  September 9, 2022
  
  
  Complaint Case #: ********
  BBB Servicing Southeast ******* and *************,
  C/o Complaint Department
  4411 *************
  ***************, ** 33407
  
  Dear Sir or Madam,
  
  I want to inform you that we have been in contact with ************, through our conversation, we were able to reach an agreement.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

  Customer Answer

  Date: 09/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************