ComplaintsforGlobeQuest Travel Club

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a week's vacation through this club to use within the next 2 years on 1/2/2023 for $2600, which I paid outriight for on my credit card. I have a copy of the what I bought, but when I tried to use it, I am being told I can't with my children who are both 18 and I would either have to pay for an additional room for them or loose my money. I am not going to just give up and do nothing. I have tried for 2 months to resolve the issue and all I get back is a NO each time. At this point I just want my money back. Please help. I am attaching the paperwork and have NOT used anything else with this club. I'm very frustrated because they feel like they can keep my money or make me pay more than what I have already.

  Customer response

  02/22/2024

  The he business contacted me today and said they did not receive documentation.

  Business response

  03/02/2024

  We appreciate the opportunity to address the concerns raised by our member regarding their recent experience with our services. At Globequest Travel Club we take great pride in ensuring the satisfaction of all our members, and we sincerely apologize for any inconvenience or dissatisfaction caused.
  
  Upon thorough review of our records, we have found that we have been actively engaged in addressing ***************** concerns. Our records indicate that we have been diligently following up with ***************** to resolve the issues they have encountered.
  
  In our efforts to rectify the situation, we offered an upgrade to their elite week package to better accommodate their needs. Additionally, one of our dedicated managers reached out to ***************** personally to extend a heartfelt apology for any delays in our response and to reassure them of our commitment to providing exceptional service.
  
  At Globequest Travel Club, we highly value each and every one of our members, and it is of utmost importance to us that [Member's Name] feels valued and appreciated. We are committed to ensuring that they receive the attention and assistance they deserve, and we will take all necessary steps to ensure that they are treated with the care and respect befitting of a valued member.
  
  We sincerely hope that ***************** will accept our offering and allow us the opportunity to continue serving them with the highest level of satisfaction.Should there be any further concerns or inquiries, please do not hesitate to contact us directly.
  
  Thank you again for bringing this matter to our attention, and we look forward to resolving it to ***************** satisfaction.

  Customer response

  03/04/2024

  In our efforts to rectify the situation, we offered an upgrade to their elite week package to better accommodate their needs. Additionally, one of our dedicated managers reached out to ***************** personally to extend a heartfelt apology for any delays in our response and to reassure them of our commitment to providing exceptional service.
  
  At Globequest Travel Club, we highly value each and every one of our members, and it is of utmost importance to us that [Member's Name] feels valued and appreciated. We are committed to ensuring that they receive the attention and assistance they deserve, and we will take all necessary steps to ensure that they are treated with the care and respect befitting of a valued member.
  
  We sincerely hope that ***************** will accept our offering and allow us the opportunity to continue serving them with the highest level of satisfaction. Should there be any further concerns or inquiries, please do not hesitate to contact us directly.
  
  Thank you again for bringing this matter to our attention, and we look forward to resolving it to ***************** satisfaction.

  My response to this is NO they did not offer to resolve to my satisfaction like the last sentence stated!  I had ***** try to call me 2 times during which I was working and couldn't answer.  She did not leave a message.  The next day a manager called from ************** on Saturday, March 2 at 12:52 PM apologizing for the errors made and the communication not being clear.  I told him at this point I would NOT FEEL SAFE, NOR MY FAMILY since I have been trying for the last 3 months and it has now gotten to this point.  I did NOT PUCRHASE A MEMBERSHIP, I PURCHASED A ONE WEEK VACATION AT ZOETRY IN A JR ***** FOR 4 PEPOLE WITH ROUND-TRIP TRANSPORTATION.  THIS HAS BEEN SAID MULTIPLE TIMES AND IS STILL BEING IGNORED.  I HAVE TOLD EVERYONE WHO HAS CALLED ME I JUST WANT MY MONEY REFUNED.  I DO NOT FEEL SAFE!!!  THE ELITE PACKAGE IS STILL NOT ENOUGH FOR MY CHILDREN WHO ARE 18 AND MYSELF AND HUSBAND TO STAY AT ZOETRY.  MY STATISFACTION IS MY MONEY REFUNDED AND I DO NOT TALK ABOUT THEIR COMPANY ANYMORE.  THEY CAN CONTINUE THEIR BUSINESS.  I ALSO FILED A COMPLAINT WITH THE CREDIT CARD COMPANY AND AM WILLING TO FILE A CIVIL LAWSUIT TO GET MY MONEY BACK.  THANK YOU

  Customer response

  03/08/2024

   
  Complaint: 21293600
  
  In our efforts to rectify the situation, we offered an upgrade to their elite week package to better accommodate their needs. Additionally, one of our dedicated managers reached out to ***************** personally to extend a heartfelt apology for any delays in our response and to reassure them of our commitment to providing exceptional service.
  
  At Globequest Travel Club, we highly value each and every one of our members, and it is of utmost importance to us that [Member's Name] feels valued and appreciated. We are committed to ensuring that they receive the attention and assistance they deserve, and we will take all necessary steps to ensure that they are treated with the care and respect befitting of a valued member.
  
  We sincerely hope that ***************** will accept our offering and allow us the opportunity to continue serving them with the highest level of satisfaction. Should there be any further concerns or inquiries, please do not hesitate to contact us directly.
  
  Thank you again for bringing this matter to our attention, and we look forward to resolving it to ***************** satisfaction.
  
  My response to this is NO they did not offer to resolve to my satisfaction like the last sentence stated!  I had ***** try to call me 2 times during which I was working and couldn't answer.  She did not leave a message.  The next day a manager called from ************** on Saturday, March 2 at 12:52 PM apologizing for the errors made and the communication not being clear.  I told him at this point I would NOT FEEL SAFE, NOR MY FAMILY since I have been trying for the last 3 months and it has now gotten to this point.  I did NOT PUCRHASE A MEMBERSHIP, I PURCHASED A ONE WEEK VACATION AT ZOETRY IN A JR ***** FOR 4 PEPOLE WITH ROUND-TRIP TRANSPORTATION.  THIS HAS BEEN SAID MULTIPLE TIMES AND IS STILL BEING IGNORED.  I HAVE TOLD EVERYONE WHO HAS CALLED ME I JUST WANT MY MONEY REFUNED.  I DO NOT FEEL SAFE!!!  THE ELITE PACKAGE IS STILL NOT ENOUGH FOR MY CHILDREN WHO ARE 18 AND MYSELF AND HUSBAND TO STAY AT ZOETRY.  MY STATISFACTION IS MY MONEY REFUNDED AND I DO NOT TALK ABOUT THEIR COMPANY ANYMORE.  THEY CAN CONTINUE THEIR BUSINESS.  I ALSO FILED A COMPLAINT WITH THE CREDIT CARD COMPANY AND AM WILLING TO FILE A CIVIL LAWSUIT TO GET MY MONEY BACK.  THANK YOU

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

  Customer response

  03/15/2024

  This company keeps stating they are upgrading my vacation when in fact they ARE NOT.  The elite week upgrade they keep talking about does not include my children at Zoetry.  They are just trying to scam me out of my money.  I wont just give them $2600!  I am going to start telling everyone!!!   And file a civil court complaint.  This is absolutely ridiculous.  How can a company operate with unprofessional customer service and scamming their customers?   I would never feel safe there now and they also do not see that as an issue. 

  Customer response

  03/26/2024

  The same thing they are doing by keeping my money, not responding, ignoring communications are all over in the news of ******* cartel scams.  This is the same!!!  Then they are trying to force me to stay where I am not safe with my children separated and making me pay more for them!   Anything so they dont have to pay my money back.  I will not stop until it is returned.

  Business response

  04/01/2024

  We appreciate the opportunity to address the concerns raised by the complainant regarding their membership agreement with our organization. We are committed to resolving this matter and ensuring the satisfaction of our valued members.
  In response, we are enclosing a copy of the contract signed by the member to validate their membership agreement, including the entitlement to a free week as part of their benefits. Our intention is to provide transparent and effective solutions to our members.

  
  To address the member's concerns and further enhance their experience, we are offering the solution of providing an upgrade free of charge for their elite week. This upgrade will enable them to accommodate their full family during their elite week, ensuring they can fully enjoy the benefits of their membership.

  
  We remain dedicated to providing exceptional service to our members and are committed to resolving any issues promptly and satisfactorily.

  Business response

  04/01/2024

  We appreciate the opportunity to address the concerns raised by the complainant regarding their membership agreement with our organization. We are committed to resolving this matter and ensuring the satisfaction of our valued members.
  In response, we are enclosing a copy of the contract signed by the member to validate their membership agreement, including the entitlement to a free week as part of their benefits. Our intention is to provide transparent and effective solutions to our members.

  
  To address the member's concerns and further enhance their experience, we are offering the solution of providing an upgrade free of charge for their elite week. This upgrade will enable them to accommodate their full family during their elite week, ensuring they can fully enjoy the benefits of their membership.

  
  We remain dedicated to providing exceptional service to our members and are committed to resolving any issues promptly and satisfactorily.

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been members of GlobeQuest Travel Club for over 7 years, and have encountered countless issues over the years, many of which have been stated in other complaints i.e. little to no inventory, higher prices than booking thru the resort directly (what are we even paying for?!?), and not getting the room we paid for when arriving. The last straw occurred when we went to book a week at a non-home resort. We had been eyeing it for a few weeks and finally decided to purchase it - $1085 for the week. When we went to pay, we received an error message that an annual fee needed to be paid before we could book. We called the next morning and they said there was no error, that it had just been paid that morning (neither my husband nor I paid it). When we went to rebook the room, the rate had gone from $1085 the night before to $1900 the next morning. I asked if they would still honor the price from the night before since there was some sort of error on their end. Each person I spoke with asked me to hold on to see what they could do - three different times - and each time they came back they said there was nothing they could do. They can only honor the price thats on the screen. Every single person said this. They are clearly not problem-solvers, nor is customer satisfaction even on their Top 10 of priorities. There has just been way too much bait-and-switch going on for the last 7 years and we are DONE!!!

  Business response

  12/12/2023

  Dear ************************,
  We sincerely appreciate you sharing your feedback about your experience with GlobeQuest Travel Club. We apologize for any inconvenience you may have encountered and thank you for the opportunity to address your concerns.
  We are working diligently to address the reservation incident with the relevant department. Despite our significant efforts to reach out to you in recent days, we have yet to be successful. Please be assured that we are committed to finding a satisfactory solution. We will continue our efforts to resolve this matter and ensure quality service.
  
  Best regards.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We met with GlobeQuest at Casa del Mar on November 2, 2022. We sat through their entire 2.5 hour speech/talk (even though we were told it would only be 90 minutes) and they continued to adjust prices and answer our questions and we finally got to a point where we felt everything was good - until today (Nov 7). I received our login to the website, went to go look at dates available for an upcoming trip we already had planned and I discover that we were 100% mislead in everything we were told. We were told that our "membership" cost covered the cost of all home resorts lodging expenses - we would only have to pay for the all-inclusive if we wanted it. Come to find out, not even close. We are still required to pay for the hotel too...and a "discounted price" - not at all what we were told and we asked over and over again about the costs of each trip. Straight lies. So I call today to cancel (even though we still haven't received the contract through Docusign AS PROMISED) and they tell me that they have put in the request to cancel and it can take up to 10 days - I have no issue with the 10 days but I repeatedly asked for proof of cancelation request through email immediately as there is a time limit for canceling - they keep telling me it's in the file but as I have no proof, I do not believe a company that has already lied to me.

  Business response

  03/11/2024

  Thank you for bringing ****************** concern to our attention regarding the refund process. We would like to confirm that the refund for ************** was successfully processed on November 2022, as per our records.

  
  We apologize for any inconvenience ************** may have experienced during this process. Should she require any further assistance or have additional concerns, please do not hesitate to reach out to us directly.
  Thank you for your attention to this matter.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Constantly being harassed about a former employee who used this phone number. I've requested multiple times for calls to stop. They call multiple times a day and clog our voicemail.

  Business response

  03/11/2024

  We appreciate you bringing this matter to our attention, and we sincerely apologize for any inconvenience caused by the unwanted calls to your phone number.

  
  Upon reviewing our records, we can confirm that your phone number has been removed from our members' contact information. We have taken immediate action to ensure that you will no longer receive any calls from us.
  We understand the frustration and inconvenience caused by these unwanted calls, and we are committed to resolving this matter promptly. Please be assured that we have implemented additional measures to prevent any further calls from reaching your phone number.

  
  Once again, we apologize for any inconvenience this may have caused, and we appreciate your patience and understanding as we work to rectify this situation.
  If you have any further concerns or require any additional assistance, please do not hesitate to contact us directly.

  
  Thank you for bringing this matter to our attention.

  Customer response

  03/12/2024

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

• Initial Complaint

  09/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Letter sent to Globequest: August 19th ==========================Account: GD1 - ****** Hi, I have two contractual complaints which I've been working with Globequest since July 27th. A) My contract entitles me to 6 International weeks per year. The "International" page on the website shows 9 destinations. 4 in the **, 2 in *************, 1 in ***** and one in *********. This is NOT international as it excludes major destinations in Europe (******, *******, *****, *******) and Asia (*****, *********/********, ********) and *************** (******, ******, ******, *****) or Africa (*****, ********).I'm not a lawyer but have worked with contracts extensively. The written contract entitles me to 6 weeks of International travel and it's the main reason why I signed the contract. This lack of availability seems like a breach of contract. Again I'm not a lawyer, but I'm prepared to engage a lawyer if needed.B) The second complaint is the lack of visibility to inventory. Apparently this is due to a manual update process globally (which seems very inefficient in 2022) with no target completion date to give to customers. From a business point of view this is very weak from a customer satisfaction perspective and suggests a very weak organization (IT, ******************* inside GlobeQuest.As an example, see the "search" bar and the destination tab example attached. I had the same error message for any date or location I entered.Again, how am I supposed to use the travel benefits (which are also part of the contract) if I can't access them? I'd appreciate a call from an accountable executive to discuss this further and planned next steps.=================I paid Globequest $37850 covering both member ship cost & contract cost ($1950) on November 7th, 2021.

  Business response

  03/11/2024

  Thank you for reaching out to Globequest and expressing your concerns regarding your contractual entitlements. We sincerely apologize for any inconvenience or frustration you may have experienced, and we appreciate the opportunity to address these matters.

  
  Upon thorough investigation and review of your account, we have confirmed that your concerns were addressed by our ****** Services team. However, we understand the importance of ensuring clarity and transparency regarding your membership benefits, and we would like to provide further clarification on the points raised.

  
  A) Regarding your entitlement to International weeks, we acknowledge your expectation for a broader range of destinations. While our current offerings may not encompass all regions you mentioned, we assure you that we continuously strive to expand our portfolio to meet the diverse travel preferences of our members. Rest assured, our team is committed to assisting you in finding suitable destinations within the scope of your membership.

  
  B) We understand your frustration regarding the visibility of inventory and the technical challenges you encountered with our website. Our IT and ****************** teams are actively working to enhance our systems and streamline the inventory update process to provide a more seamless experience for our members. We apologize for any inconvenience caused during this transitional period.

  Lastly, we want to express our gratitude for your investment in Globequest and for bringing these issues to our attention. Please rest assured that we are fully committed to resolving these matters to your satisfaction and enhancing your overall membership experience.

  
  Should you have any further questions or require additional assistance, please do not hesitate to contact us directly.

  
  Thank you for your patience and understanding.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  All I can say about Globequest is ... BUYER BEWARE! In March of 2021, I went to a sales presentation at Casa del Mar. I told the salesperson I was interested in purchasing an additional unit in **** that would accommodate 3 or 4 people. I was shown a 2-BR unit for up to 4 people and a 1-BR for 3 people.After negotiating price, I signed a $9000 contract. After signing, I received a membership packet but no contract. I was told that a copy would be emailed. 5 weeks later I called Globequest and asked about my contract copy. I was told they would send it for $20. In July 2022, I called Globequest to book either one of these units The contract department informed I have no access to the 2BR or the 1BR that accommodates 3. The contracted units I have are for 2 people maximum .I NEVER SAW EITHER OF THE ***** LISTED IN THE CONTRACT! After 3 calls, the contract department said all they could do was to go by the contract and I would need to talk to the sales department. They could not provide me with a phone number or email to the sales department but... they would enter my complaint into the "system" would call me. I am waiting for their sales department to contact me. They could not tell me when I would hear from the sales department. I am extremely dissatisfied with Globequest. What I got for my money was a very, very serious MISREPRESENTATION by their sales associates. Like I said at the beginning BUYER BEWARE

• Initial Complaint

  07/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  First I purchased this timeshare with GQ as a family annual getaway. As the years continue it is impossible to get a room at Casa Dorada they are always booked and trying to push me to another resort. Last year my soon to be husband passed away on our wedding day. Since he was in the timeshare as a account holder I had to send his death certificate to them to remove him. I sent this document about 5 times. Fast fwd to this year. I book a vacation to getaway no problem taking my money and calls until I log into my account and have no access. I received a call from gq asking for my belated ex. They removed me from the account and refused to speak to me. I then requested a supervisor they refused. I am the one paying the monthly membership not a deceased man. I then had to get my daughter involved (beneficiary) since they would not speak to me. I believe they have removed him from the account however had this been done correctly after sending so many death certificates I would not have had to relive this tragedy and Im still not satisfied. I did book with another hotel for my upcoming vacation and have yet to receive confirmation for the 2 rooms I booked. This place is a fraud and I want out of my contract since it has not been beneficial to me! Please help

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a business from my partner and took over his phone number. I receive NON STOP calls 5-6 times a day sometimes at 3 am from Globequest. I have asked to speak to a supervisor and they never allow me to. They refuse to take the number off. I had my business partner request to change his number and they still call me. I want it to stop. I block the numbers but they always call at a different one

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Both my wife and I get telemarketing calls at least 3 days per week from Globe Quest Travel. We tell the caller to remove us from their list, yet the calls continue. When we request a supervisor to have us removed from their telemarketing list we are refused every time. My wife and I are also on the national do not call registry from telemarketing calls. We tell the Globe Quest agents that we are on the national do not call registry, and they could care less.We ask for your help so these calls will stop. We are not interested in any of their services!

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I purchase 6 weeks of travel annually (Platinum Contract) through Globe Quest Travel Club in Dec 2009 but since 2019 we have been unable to reserve inventory at our home resort, Casa Dorada at Medano Beach.We have called **************** repeatedly to get assistance with booking 2 to 3 consecutive weeks, since we travel from a long distance, without success resulting in having to put our name on a waiting lists. This issue is a direct result of Globe Quest over selling the property and continuing to do so but yet they don't hesitate to call us daily to make sure we pay our annual fee to use their website listing my home resort inventory.Today I accessed the website to check inventory at Casa Dorada at Medano Beach and even though it is "**************", this location does not show up on my drop down menu as a selection. As well, even though we have a "Platinum Contract" with Globe Quest, we can not view the Beach Front or Penthouse inventory, as our contact states. Now I can't even see the property where we purchased. What is next to fall of our list of offerings by Globe Quest? We have 20 years left in our contact with Globe Quest but we see no benefits to keeping it and would like Globe Quest to buy us out of the remaining contact that we paid $9,534.00 USD in Dec 2009.

*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. ↩