ComplaintsforUnlimited Vacation Club

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  the business promised to provide discounted rates to their customers after signing a contract. the prices didnt reflect or match the information provided to me before signing the contract.

  Business response

  04/10/2024

  Dear member,
  According to the recent information regarding the follow-up on your case, an executive has already been in contact with you. Could you confirm if indeed you are already in contact?
  Regards,

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I book hotels weekly on this site I never had a problem before. I was almost charged $49 for a Processing fee to book any hotel now. I called customer service I was told by two agents they had no idea why or how that fee was added. I was then told that this would get escalated to get the $49 fee removed. I talk to a 3rd agent and he tells me the fee cannot be waived and thats the fee now. I cannot use my membership if they add a $49 fee each time I book. They changed the contract I never agreed to pay $49 processing fee each time I book a hotel.

  Business response

  04/03/2024

  We have received your feedback in the quality department. An agent will be contacting you as soon as possible via email or phone. Please be on the lookout.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a cruise on March 6th and called on March 14th to cancel. I was told I would have to pay a $900 penalty for cancellation. This information was not explained at the time of booking. In fact, I specifically asked about cancellation fees and was told as long as I cancel by June 10th, I would receive a full refund. I was told they would pull the call to hear what was said and if this happened as I stated I would receive a refund. I have called several times and each time I am told that they will pull the call and get back to me. I am seeking a refund that I was told I would get as long as I cancel within the penalty window,June 10th, which hasnt occurred yet.

  Business response

  04/03/2024

  We have received your feedback in the quality department. An agent will be contacting you as soon as possible via email or phone. Please be on the lookout.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dispute is in regards to a contract signed, SM1-016719 with Unlimited Vacation Club on 18-Feb-2024. Shortly after entering the agreement, my husband and I realized it was not in our best interests, and after reviewing the terms of the contract we took the steps necessary to cancel the agreement within the bounds of the contract. The contract does indicate that the terms of cancellation will not refund the cost of a bottle of champagne gifted to us, and we signed a document that states the value as *******. Currency is not specified on this document. However, during signing of the document, we were verbally assured that the currency was in ******* Pesos, as we were at a resort in ******.I was lied to several times throughout the cancellation process in an attempt to have us forfeit all or a portion of the down payment made. As it stands today, Unlimited Vacation Club is retaining 1400 USD for the aforementioned bottle of Champagne which is a significant difference from 1400 ******* Pesos and is no longer returning my attempts to understand. As a result, I believe that I was lied to about the terms of the contract while signing which is in direct violation of the contract signed, and we have been deceived by Unlimited Vacation Club into forfeiting $1400 USD.I would like a refund of the $1400 USD since it was obtained through deceit in violation of the contract. I would also be content to be refunded that amount minus 1400 ******* Pesos as those are the terms that we agreed to.

  Business response

  04/03/2024

  Dear,Thank you for reaching out to us. According to the signed contract, the currency it is based on is in US dollars, and according to clause fifteen, regarding early termination, it is stated that services or gifts enjoyed will not be refunded; therefore, it is not possible to proceed with the request. It should be noted that the contract has already been canceled since the first of March. Regards!

  Customer response

  04/03/2024

   
  Complaint: 21491635
  
  I am rejecting this response because:

  The contract does not state the currency for the gift enjoyed, and I received verbal confirmation that the currency was ******* Pesos for the gift during the contract signing process. 

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

  Business response

  04/10/2024

  Dear ******,
  Attached you will find the document signed by you where the total amount of the received incentive is stated, and in the event of cancellation or termination of the contract, it would not be refunded.

  Customer response

  04/11/2024

   
  Complaint: 21491635
  
  I am rejecting this response because:
  

  The document shared does not state the currency. I was lied to while signing the document as I was told the currency was in ******* Pesos and yet I was charged the amount in USD. Based on the exchange rate, that is more than I was led to believe. As such, I am dissatisfied with how Unlimited Vacation Club conducts business.

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

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 19, 2023 I payed a $650 down payment towards a $1300 vacation package at secrets resort in Cozumel, ******. My fianc and I attended a Ulifestyle presentation to purchase a membership but we declined. After this the sales person offered a vacation package for a 4 day Carnival cruise and a 5 day all inclusive stay at a secrets resort of our choice in ******, ************* islands, or ***********. This was perfect because we planned on going to Breathless in ******* for our honeymoon. The sales person explained that all we would have to pay for was our flights and any excursions but the cruise was covered as well as the resort stay at Breathless in *******. We were sold!I made my final payment in November (I payed $1300 total) and then called Ulifestyle to book my cruise and my 5 day stay at Breathless in *******. When I called I was highly disappointed because I was told that Breathless in ******* was not an option, and that the 4 day all inclusive cruise was actually a $500 credit towards a cruise. And this $500 credit couldnt be used toward one cruise (the booking agent explained that I would only get $200 off the cruise that I wanted to book), but would have to be split amongst 2-3 cruises. I was highly disappointed and I requested a refund because I had been lied to for the sales people to close a deal. The cruise wasnt a fully paid 4 day cruise, it was only a credit, and the resort we were promised was an option was not an option. The customer service agents were no help and they just transferred me from department to department and refused to resolve my issue.Ultimately I went through my bank and filed a claim on 2/6/2024 for the entire $1300 but I was only able to get half of my money back ($650) because the first payment in August was beyond 120 days. Ive lost $650 due to the fact that this business is basically selling lies to drive business. Ulifestyle Collection should be held accountable and be prevented from doing this to others.

  Business response

  04/01/2024

  We have received your feedback,  An agent will be contacting you as soon as possible via email or phone. Please be on the lookout.

  Customer response

  04/05/2024

   
  Complaint: 21473298
  
  I am rejecting this response because:
  This is what the company repeatedly told me; that they would contact me via email or phone to resolve the issue and never reached out. I always have access to my phone and answer any and all calls and Ive never received a call back. 
  Sincerely,
  
  ***************************

  Customer response

  04/05/2024

  I wasnt complete with my last response. I know the company has 10 days to reach out to me as I have 10 days to accept or decline their offer. I will be waiting for a response but the best resolution is a reversal of my $650 payment back to the card on file. 

  Business response

  04/10/2024

  Dear customer, we regret that you have experienced this situation. However, once you initiated a chargeback through your bank, they are the ones who determine the amount to be refunded to you.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed up for this vacation club to get discounted rates for resorts and flights. I have paid already $3,705.35. They promised us one week of free all inclusive stay in one of their resorts around the world, plus lower rate offers in general bookings. For that I paid around $2400 down payment and continued paying them $331 per month monthly payments. Recently we tried to book trips through them. All the times the prices were either the same or higher than other agencies. Also, they were pushing additional charges for packages. They absolutely lied about the low rate tickets and free 1 week stay. After all we wanted to cancel, now they are trying to push me pay off at least 50% of my contract. I would do that if they provided what I was promised, but they completely lied to us.

  Business response

  04/01/2024

  We have received your feedback in the quality department. An agent will be contacting you as soon as possible via email or phone. Please be on the lookout.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a membership contract in August 2015 at the ********************************************. The cost of the contract was around $8,000, $4,000 paid up front and the remaining $4,000 was paid in installments over the next 4 years, plus around $120 per year annual renewal fee, all paid as agreed. As part of the contract, I was given 7 "premier nights," essentially 7 free nights that could be redeemed in the future. On March 19, 2024, I reached out to the club to book a vacation and use the 7 nights I had paid for, and was informed that the nights had expired in 2022. I was told there was nothing they could do and that the entire amount I had paid them was basically gone.

  Business response

  03/21/2024

  We have received your feedback in the quality department. An agent will be contacting you as soon as possible via email or phone. Please be on the lookout.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 1/14/24 we went to a 90 min sales presentation in exchange for some spa credits and a free 2 night (N) stay to return to secrets in ****** The sales presentation started with a breakfast where we were served liquor. Then were taken to tour a room at the resort. After we were brought to a sales room the room is full of screens showing different all-inclusive (**) resorts that are part of the portfolio. We are sat and served more drinks The salesperson (**) sold us 210 N at the ** resorts. He told us we could share the 210 N and all we would need to pay extra is 99 for kids and 150 for adults. At this point we are way over the 90 minutes, and the ** has added an extra 14 N at the ** and 4 weeks regular hotel nights. We are now exhausted and were served liquor for the entire duration of the presentation. The ** pulls up a booking.com to show us how much we are saving to bring our kids back if we sign up and use our 210 N vs. booking it online They showed us lots of pictures of different resorts included and we were sold 210 N at an ** with unlimited vacation club (UVC). We paid the deposit and signed on a tablet and were told the contract would be emailed to us. The ** asked us who does the booking which was me and he exchanged numbers with me and said he would send me all the information. A bottle of champagne is popped and poured at the table and handed to us We flew home 1.15.24 I was not sent the login from UVC or the contract that was e-signed. On 1.24.24 my partner sent me info they sent to him which I had to use to login while he was away at work. Once logged on I realized that we had been lied to. UVC was not 210 N at the resorts but instead a discount club. The 210 N are an exchange program completely separate from UVC. I messaged the ** with no response I called customer service to cancel and get a refund, to which they said they would look into it, then responded that we could not cancel without paying 50% of the balance and completely ignore the fraud

  Customer response

  03/22/2024

  Hello,
  my previous complaint was rejected because of a date error. It was in Jan and I accidentally put 2023 instead of 2024, which made it look like it was older than 1 year when I filed the complaint within the same month of occurrence but put the wrong year in error. I was just trying to correct the date. 

  Business response

  04/01/2024

  Dear member .We have received your complaint, and we see that your case is currently being followed up by the quality department. Please keep an eye on your email, as your agent will be in contact with you.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Initial contract was high pressured situation as they push alcohol consumption. Then the initial regret hits when back at home, 1 year later, they call and offer a "pay in full and lifetime membership" benefit over the phone, making you feel less likely to have been scammed. Felt confident in the purchase then tried to schedule travel with no success.Stopped paying yearly renewal fees due to being scammed. Have looked into selling the vacation but also seems like scams. Finally reaching out to find out they lied to me in regard to the "pay in full and lifetime membership" benefit and refusing to acknowledge.100% fraudulent company, using alcohol and lying verbally and not sending updated contract in writing once paid. IF we can't get any refund, can we shut them down so they can't rob anyone else? Can we block their sales?

  Business response

  03/21/2024

  We have received your feedback in the quality department. An agent will be contacting you as soon as possible via email or phone. Please be on the lookout.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  We signed with the Hyatt Unlimited Vacation Club (****) Dec 31, 2023. refer to attached sales sheet we were given.We started to receive multiple calls from the **** in mid January requesting our next lump sum payment which we had agreed to pay on Feb 23, 2024. We also received a welcome call from **** and the woman was quick to point major differences in what we were sold and the products that they were offering. We started checking our membership rates with the sales sheet we were given and found that our membership rates were actually a fraction of the rates we were sold on. Our sales sheet shows "guaranteed minimum 25% discount on the lowest published rate" and we called a couple Hyatt resorts and found theme to be between 9% and 11%. We were told we would save thousands of dollars per couple on a cruise and when we went online our savings were $253.00 per person on a $ ******* per person cruise. We tried to book a Hyatt Resort on the sales sheet and were told it was not applicable to us The *** program sales sheet "4/5 star condo resort suites for $ 599 USD per week (non all inclusive)" price was only for select condos and most condos would cost much more. I requesting an upgrade as per attached email and I understand that we did not book this trip through the **** but my concern is that when I contacted the Hyatt Zoetry Resort I was told by a couple of the Hyatt staff that the **** is not affiliated with the Hyatt Resort in anyway. It is sold as a Hyatt product which we trusted it to be.I could go on but ran out of characters.Cancellation request emailed Feb 11, 2024 received Feb 13, 2024 answered March 5, 2024.We escalated our case to the Senior Manager and were told we had to pay 50% of the membership price since we were behind in payments to cancel.We gave notice of our cancellation 12 days before any payment was due. We received no benefit other than a $ 1000 credit and we are seeking a fair refund under these circumstances

  Business response

  03/20/2024

  Ms ******** have observed that your case is already being followed up with the quality department. According to the terms and conditions of the contract you signed, it is essential to cover 50% of your membership. Where possible, the representative in charge of your contract will contact you as soon as possible . Please be attentive to your email or phone.

  Customer response

  03/20/2024

   
  Complaint: 21419671
  
  I am rejecting this response because:

  It is quote obvious to us that the **** (Hyatt Unlimited Vacation Club) sales team sold ** services in our contract that they cannot fulfill and we have brought this to their attention several times, and as a result we see this as a clear case of non-performance and we are looking to terminate the contract on this basis.

  When we spoke to *************************** on our initial phone conversation we told ******** that the biggest reason we signed for this service was to receive the *** 4/5 star condo resorts all over the world anytime of the year with 2 and 3 bedroom suites at $ 599 USD per week. ******** replied to us saying that this is not possible and we were definitely not told that. We explained to ******** that we even have it in writing and we emailed it to him the same day. Neither ******** nor anyone else has commented on this at anytime. This is a clear example of non-performance. 

  ********'s response was to threaten us with a 50% membership cancellation fee and explanation that it is best for us to stay in the program and pay them the full amount and stay in the program. To this day ***** and I receive daily phone calls from the **** requesting payment. They tried to charge 2 credit cards without our authorization and were declined. ***** and I have probably received over 50 phone calls requesting money and not a single person from **** has attempted to deal with our non-performance issues.

  Regarding the 50% membership cancellation fee we reportedly owe we pointed out in our initial case that we emailed the cancellation request on Febuary 11, 2024 and our next monthly payment was due March 1, ****************************************************************** default of any payments. It appears obvious to us that the **** waited to respond to our cancellation request until after we were in default of the first monthly payment which I find to be an unethical business practice.

  We just want this settled in a prompt and fair manner. We tried to accomplish a prompt and fair settlement between ourselves and the **** previous but clearly made no progress. 

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

  Customer response

  04/04/2024

  The Hyatt Unlimited Vacation Club (HUVC) has made absolutely no effort to work with us to resolve this case. They stated that they would call and/or email us and we have have not received any calls or emails from them to discuss this with us further. We have only received probably 50 plus calls in the last month... usually 2-4 calls per day with operators calling only requesting our next payment information. Can we please leave this case open to mediate our case. 

  We stated very clearly in our initial documentation that we requested cancellation before any further payments were due and it is obvious HUVC waited weeks before responding until after our first payment was due and then stating that we now owe them over $ ********* US funds as a result of a clause in our agreement that was not applicable when we actually requested the cancellation.

  It is very clear for anyone reviewing existing and past BBB complaints regarding this company to see that our issues appear to be common practice with this company. We are looking for BBB support to hold this business accountable for ourselves along with many others.

  Please advise,

  Deb

  Business response

  04/16/2024

  Dear partner, we recommend you to maintain constant communication with the quality executive, who is fully committed to reaching a favorable resolution for you in which your investment is not affected. It is important to mention that any agreement not included in the signed contract cannot be honored

  Customer response

  04/16/2024

   
  Complaint: 21419671
  
  We are rejecting this response because:

  First and foremost we have pointed out to the Hyatt Unlimited Vacaction Club (****)on several occasions as well as on our BBB case the following contract clause that The **** has submitted as their evidence stating that we owe them 50% " in the event that Member defaults on any payment obligation under this contract ....".  I have attached the full section of the clause to this message. We notified **** of our intent to cancel Feb 11 as shown on our case , approximately 18 days before our next payment was due on March 1. At the time of our cancellation request we were not in any default of any payment. We fully expected **** to be diligent and respond and close our account within the 17 days before March 1 when our next payment was due. 

  **** we are sure intentionally waited 3 weeks to response so that after we received our response from **** we were then in default of our March 1 payment. If the BBB finds this an acceptable practice under these circumstances then please respond accordingly and we will close the BBB case and  we will deal with this matter outside of the BBB. 

  We have attempted to deal with the **** directly on several occasions but they offer nothing other than unsuccessful attempts to charge our credit cards and multiple phone calls each and every day of the week to ***** and myself looking for money. After we received the BBB previous message that our case was closed we sent ******** our " High level contact " at **** an offer to settle 11 days ago and we have not even received the courtesy of a response from them.

  Please advise, thank you

  Deb and *****

   

  Customer response

  04/19/2024

  We have been very clear and repeated ourselves several times. The phrase that we were sent holding us to the 50% termination fee clearly states that it is applicable only when we are in default of payment. We were not in default of any payment when we requested our termination February 11 and it is obvious to us that Hyatt Unlimited Vacation Club (****) waited over 3 weeks to respond to our termination request so we were in default of payment after the **** 3 week delay. 

  We have reached out to **** on several occasions to try to work this out amicably. We were lied to and mislead from their sales team and submitted supporting evidence of their sales sheet that clearly shows lies and misrepresentation. I request that **** and the BBB do your own research on  outstanding and previous BBB complaints, and all other forms of review complaints regarding ****. It will become quite obvious to all that research this that it is a regular practice for the ****  to lie and mislead clients to sell them these packages. I have dealt with the Better Business Bureau for over 40 years and I've always felt that their mandate is to protect consumers from business practices such as this, and this is why we reached out the BBB first.

  If the BBB feels this is an acceptable practice, then please advise and close the case and we will look for legal counsel. We are loosing our patience and will provide one more opportunity for  **** to respond to our repeated requests and specific issues to try to work this out between oursleves. 

  Please advise, ASAP

  Deb and *****

*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. ↩