Vacation Timeshare
HV Global Group, Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for HV Global Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 153 total complaints in the last 3 years.
- 40 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/05/2023
Type:Product IssuesStatus: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 purchased a vacation package to **** Resort for 3 nights in October. So I decided to give them a call to book a trip and they responded that they need to pre-qualify me asking some questions. I was told that I had to attend the time share presentation with my husband but I cannot bring my 18 month old child with me. Upon booking the package it only said that attending 120 minute presentation is required. It also said that I can bring 2 children with me 17 years old or younger! No mention of the fact that apparently children under 3 are not allowed. No mention that both spouses have to attend the presentation. I tried to explain that my husband doesn’t speak English, he is not employed I’ll be attending presentation alone since I qualify based on income and he’ll be watching a child if apparently they are not allowed . They quickly refunded the money saying I don’t qualify because I have a child of 18 months . What kind of discrimination is that .. also , I already purchased the package based on the information they initially provided.. if I knew 18 months old are not allowed I wouldn’t book in the first place , but I did and intended to go on vacation . They changed advertising wording after the fact and it’s a false advertisement. When I called them the second time to say I can bring a relative to watch a child they told me they already refunded the money .. this is a scam to say the least , they have specify the details upfront and not after the fact when people already purchased the package and are making travel plansBusiness Response
Date: 04/11/2023
Mrs. **********
I apologize for any confusion. The 3-night resort getaway you signed up for does have a timeshare presentation attendance tied to it and there is a requirement within the terms and conditions of use that both spouses must attend the presentation. The decline on the tour was based on the inability for both of you to attend the presentation. I do show that our team has already refunded the amount paid for your stay. I am happy to talk to that team in regard to re-booking your stay, if that is still of interest to you.
Please let me know how you would like to proceed.
Best regards,
Hutch F******
Director, Customer Advocacy
Customer Answer
Date: 04/17/2023
Complaint: ********
I am rejecting this response because:we are able to attend the presentation and we are going to have our 2 year old child with us . There is nothing in your advertising limiting the age of the child to 3 years stop lying . Please have your team rebook my stay
Sincerely,
******* *********Business Response
Date: 04/19/2023
Ms. *********,
I have asked our team to reach out to you and get you rebooked. Please look for their call.
If you need anything further, please feel free to reach out to me.
Best regards,
Hutch F******
Director, Customer Advocacy
Initial Complaint
Date:04/05/2023
Type:Customer Service IssuesStatus: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’re trying to get out of our timeshare, and we’re sick of Hyatt and Hutch Farrell treating us like whining children instead of the abused consumers we are. We’ve gone back and forth for a year, and he thinks telling us to “use the membership and get over the fact we’ve stolen thousands of dollars from you” solves our problems. He refuses to do his job or answer a simple email because these are the people keeping him employed. If banks can take back property they’ve done loans for, a timeshare should be no different. No one’s asking you to reinvent the wheel; just do what thousands of other companies do daily. How is this so hard? How is answering an email so hard?!Business Response
Date: 04/17/2023
I am sorry to read that this owner is not happy with their purchase. The contract for purchase provides the full details of the agreement. Within the contract, it states there is not an option to cancel the purchase after the rescind period. While we are not making offers to purchase the ownership, the owner may want to inquire about selling on the external market. If this is of interest, we recommend working with a licensed timeshare real estate broker.Customer Answer
Date: 04/19/2023
Complaint: ********
I am rejecting this response because:
Hyatt knows full well that what's explained to you in the sales presentation and what's in the contract are two entirely different agreements. They are trying to absolve themselves of all wrongdoing, and that's just not right. I purchased my timeshare from **** (who was absorbed by Hyatt last fall,) and timeshare owners sued them for being deceptive. A simple Google search will tell you everything. They can't wash their hands of me and demand money when I'm not getting what was PROMISED to me because their salespeople lied about what was in the contract. UNACCEPTABLE!!!
Sincerely,
***** ******Business Response
Date: 05/01/2023
What is described during the sales presentation is expected to be the same as what the contract states. Please note that we anticipate guests reading the contract, so we want to ensure it matches the presentation. As previously shared, new purchasers are provided with a rescind period. The rescind period is legally required and gives purchasers 7 to 10 days to review the agreement and decide if they want to move forward. If there is something that doesn’t meet the purchaser's expectations, we will gladly cancel the contract if the request is within the rescind period. However, as stated within the purchase agreement, there is no option to cancel after the rescind period.Initial Complaint
Date:03/30/2023
Type:Product IssuesStatus: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 was literally catfished by Hyatt Vacation Club. I responded to an ad that stated that HVC was offering 4 days / 3 nights, plus 2 tickets for the San Diego Zoo, for $172 - with tax, just over $200. I responded and was shown a beautiful, updated resort in San Diego with all of the amenities.
We arrived and I was handed a paper map. This was the beginning of our wild goose chase. It led me to a BASEMENT apartment looking like something out of the projects. Complete with live bugs in the bed.
No elevator.
When I called the front desk, they offered a new room to me and I met the “concierge” outside about 30 min later. He handed me a post it note with an address and drove off on his golf cart. I packed up my vehicle and my 5 year old son and drove to the next place. When we arrived it was an ADA room - complete with a spray down shower area that had mold soap scum on the tile. As a nurse, I have never seen such a place to bathe a human. Ever.
The staff is horrible and rude. There are no lights on the pathway, and I was told that was because they were preventing light pollution and aren’t allowed to have lights because of the observatory up the mountain.
This was just one of their idiotic excuses.
I was too tired to move a third time so we stayed the night and I followed my map up the hill and across the golf course to find an ACTUAL RESORT, like the one from the pictures !!! After the painful 3 hours of complete word vomit from Ruben, who performed everything from magic trick to sharing the regret of not vacationing with his mother before her death, I was told they would move us. Then I told them that I was going to need the night to think about the information they had given me and they said if I didn’t sign at that minute, the deal was off the table. Then they also said unless I purchased, they couldn’t move me from the roach motel, as it’s reserved for owners. I asked about the photos and they said it wasn’t from them, so it’s my fault. Buyers beware!!!Business Response
Date: 04/10/2023
Ms. ********
I am sorry to hear your stay with us was less
than ideal. I reviewed your concerns with our resort ops team and our sales
team. It appears they tried to resolve your villa issue by placing you in a no-step
unit, which would have been the ADA unit you described. Those units do have a roll-in
type of shower. The time you were here is usually peak season for spring which would
have allowed limited availability, if any, in regard to available rooms. The resort
is located on 450 open acres so we make every effort to make sure our paths and
walkways are lit, with the exception of the pathways for the golf course.
I will reach out to you directly in regard to
your request.
Best regards,Hutch F******
Director, Customer Advocacy
Initial Complaint
Date:03/30/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a Hyatt timeshare, 1st week of the year, I called Jan 19, 2023 to change next years week to hotel points. My Credit card information was taken, and charged, the Points have never gotten to my Hyatt hotel account. We have had 4 differrent calls, the people were nice enough, but I do not have my points I paid for.
Today my husband was on the phone with Hyatt residence club, they could not find our account.Business Response
Date: 04/03/2023
I do apologize for the World of Hyatt points
not being deposited. I have resubmitted the request today. The points should be
in the account by the end of business today. If they aren’t deposited within 24 hours, please call us at
800-860-9384 so we can ensure the information on the account matches correctly.Initial Complaint
Date:03/22/2023
Type:Customer Service IssuesStatus: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.
My wife and I are incredibly disappointed in what we purchased through Hyatt. At the presentation, we were shown all these places we would have access to and told how much cheaper it would be to vacation through them. Since purchasing, we've tried to book vacations and everything is either sold out or more points than what we have. When we would find something available it’s either in a lower end hotel that doesn’t look the greatest
and it is for days that we can’t travel. Recently, someone from the Hyatt reached out and said that the points we have now aren’t going to get us too many places. She said we would need to add another 180,000 points to be able to go to the places we want to go to. She kept trying to push us to buy saying that we have to make up our mind that day to pay $18,000 more on top of what we still owe. I declined, but she kept trying to push me
stating today was the only day this offer would be available. She also said that the points we have left us below a priority member and that is why they were waiting to let us know about the deals they had for that day. This further proves to me that everything they were saying was misleading from the initial sit down. More recently, we had a conversation with Nancy
J*****. She sent us a document that broke down pricing for each year with the points that we have and the locations we are looking to go to, but when we spoke to another member she was saying we can’t do all of that with the points we have. Nancy told us we can combine our points for 2023 to go into our 2024 points to be able to do a trip. That is not what we were told when signing up. They specifically stated we can use our points to go on a three week trip to Europe, which is not the case now. We provided Nancy with documentation of our own about how we were misled, per her request, but now she’s stopped responding to us. We need consistent communication from Hyatt until this is resolved and our account is closed.Business Response
Date: 03/31/2023
*******
I am sorry to hear about your frustration. I show that you have 240,000 Platinum owner points that are available for your 2023 usage year. I have asked that a senior Owner Services agent reach out to you directly and review your usage options and opportunities with you. They should be in touch with you in the next two business days.
Best regards,
Hutch F******
Director, Customer Advocacy
Customer Answer
Date: 04/19/2023
Complaint: ********
I am rejecting this response because:We're incredibly disappointed to hear that you aren't going to do anything to work with us to get our account canceled. Also, based on what I'm seeing on the BBB, Hyatt is not as "highly rated" as you're making it sound. Seems like a lot of other people are having issues similar to mine so it's obvious that the sales reps charged with making these sales are overpromising and under-delivering.
Sincerely,
****** *****Business Response
Date: 04/26/2023
Mr. ******
We have tens of thousands of owners that use their owner benefits for fantastic vacations every year.
You are in the first usage year of your ownership and have not paid your maintenance fees to be able to place your time into Interval International for exchange usage. Almost all exchange stays are booked using Interval International's pending request option, which allows you to choose your resort locations and dates for your stay and then get a confirmation when a piece of inventory matching your request becomes available. Your time has to be placed into Interval International to make a pending request. Our Owner Services team can absolutely assist you with this.
We do not have an option for you to simply terminate your ownership contract on request. Again, I apologize for the frustration you have encountered. Our team is more than willing to assist you with the best options for the effective use of your owner benefits for vacation travel.
Best regards,
Hutch F******
Director, Customer Advocacy
Initial Complaint
Date:03/22/2023
Type:Order IssuesStatus: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 consistently to get Hutch F******, the Director of Customer Advocacy, on the phone. We are either sent to his voicemail or told he would call us back by another member of Hyatt’s staff. We haven’t heard from anyone since November regarding our cancellation, and it’s incredibly frustrating that a company can brush complaints from paying customers under the rug because they can’t be bothered. When we purchased with Welk, they assured us that we could be released from our timeshare whenever we wanted. We understand that Hyatt absorbed Welk after the lawsuit, but it wasn’t like Welk was big on keeping promises. It’s Hyatt’s responsibility to make this right. Since Mr. F****** was able to keep his job, he’s seen the long-term effects of customer mistreatment, so he should ADVOCATE for all these CUSTOMERS who were cheated and manipulated into a timeshare scam.Business Response
Date: 03/31/2023
Ms. ******
I do not show any recent contact from you. I did respond to your prior requests for contract cancellation, in September, October and December of 2022, and advised you each time that we do not have a cancel on demand option for your ownership contract.
We are more than happy to help you with the usage of your owner benefits for vacation travel and I am happy to have a senior Owner Services agent reach out to directly to provide assistance with the best practices for using your ownership. You have a number of fantastic usage opportunities available to you.
Best regards,
Hutch F******
Director, Customer Advocacy
Customer Answer
Date: 04/24/2023
Complaint: ********
I am rejecting this response because:H****,
We revised your answer a bit. Hope you don’t mind.
“I understand that you feel our decision regarding this matter should be different.”
Yes, we do.
“Our stance in this matter has been consistent and is not going to change.”
Then neither will we stop payment; you’re gaining nothing by taking a firm stance. You’re missing out on your favorite thing: money. Think about all the money you’ll make selling this to someone else.
“We do not have an ownership cancellation or termination option available to you.”
You should and we’re going to keep fighting. There’s definitely a demand for cancellations. Hyatt’s just being greedy.
“As stated in each of my previous emails and written responses, it is not our policy to cancel contracts that have passed the legally obligated rescission period.”
It’s six days. We were on vacation. The sales guy knew that.
“We will continue to assist you to the best of our abilities with your ownership, use of owner benefits, and exchange as applicable…”
No, you won’t. “The best of our abilities” means you won’t do anything because Hyatt would rather sit back and let the money roll in than provide what was promised.
“...but we will not nullify our contract with you.”
You will. One way or another, you will. You just won’t. A contract is a mutual agreement. This has been far from mutual. What you mean to say is, “We scammed you and thousands of others and would do it to our mothers to make a quick buck.”
“The intent when you made this purchase was to use this ownership for vacation travel.”
We intended to get what we were promised, not to go into debt funding a multi-billion dollar corporation. The money we’d have to travel goes to maintenance fees. Where’s this other money magically coming from, H****?
“I am happy to have one of my senior Owner Services agents personally assist you with the usage of your ownership benefits for vacation travel.”
Do these senior Owner Services agents know how to lower the fees? Will they get us guaranteed reservations whenever we want the first time we call in? Do they throw out regular guests getting the same accommodations to make room for those that pay tens of thousands more? Can they fund our vacation so we can not worry about paying for food, shelter, and other non-timeshare-related necessities? No?
Then go ahead and cancel our timeshare.
**** ***** and ***** ******
Sincerely,
**** *****Business Response
Date: 05/02/2023
Dear Mr. ****** &
Ms. *****,
I am in receipt of your
most recent Better Business Bureau response that again asks that your ownership
contract be terminated.
As stated in my prior responses
to you directly and via the Better Business Bureau, we do not have an ownership cancellation on demand option for your ownership contract.
I
am happy to assist you in any way with the usage of your ownership. I am willing to have one of my senior Owner
Services agents reach out to you directly and assist you with the usage of your ownership. Our team will continue to assist you to the best of their abilities with the usage of your owner benefits for vacation travel.
We
can also look at moving your expired 2021 and 2022 usage year Platinum points into Interval
International for exchange usage. This would extend your opportunity to use
those points for 2 years. Your 2023 maintenance fees would have to be structured
in a payment plan to be able to move your 2023 usage year points into Interval International
for usage or to use within our Platinum Point Program.
Please feel free to
reach out to me with any further questions or concerns in reference to this
matter.Best regards,
Hutch F******
Director, Customer Advocacy
Initial Complaint
Date:03/06/2023
Type:Customer Service IssuesStatus: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.
My concern is complete lack of response to numerous letters I have sent to Board members and the Management group for the Hyatt timeshare at Hacienda del Mar in Puerto Rico. I did contact the Resale operations department to tell them of my interest in a resale/ deed-back program but was told none existed.
However, in the 2021 budget newsletter from the Board of Directors it was stated “the Board has committed a long-term plan intended to assist in mitigating the growing delinquencies through an Association rental program and resale efforts”. I imagine they made this statement due to the bad debt of $3,000,000 included in their budget which those costs are included in the owner’s maintenance fee. What has happened with this program?
In the 2022 budget newsletter which stated “the repurchase agreement and enhanced collections efforts by the Board of Directors are expected to continue the need for the bad debt allowance”. The debt being $2,137,620 is also included in the owner’s maintenance fee.
What are the details of the Foreclosed Inventory Purchase Agreement offered by the developer? As stated in the same 2022 budget newsletter. ”The specific terms of the repurchase have been reviewed by the Board of Directors and we are happy to inform you that this will help reduce the shortfall of non-paying owners and assist in decreasing bad debt.”
As stated in the same newsletter, “The repurchase agreement and enhanced collections efforts by the Board of Directors are expected to continue to reduce the need for the current bad debt allowance.”
Does this mean that there is a program according to these statements? Why haven’t I and the other owners trying to exit this program with Hyatt been told about this program? Are the owners being told otherwise so that foreclosure would be used instead of the repurchase of units? That clearly appears to be the case to those of us who are diligently attempting to hold the Board and Management to their legal obligations.
I believe the business practices of Hyatt should be further investigated and questions answered. Perhaps it will take a class action to force the Board and Management to be legally accountable.
Their practices appear deceptive, intentionally misleading and possibly fraudulent. There is no accountability and the only response they can give to complaints is to remind owners how to pay bills. Furthermore, the Board and Management are well aware of the impact of the storms on owners ability to use their home location, before, during and even since the storm damage has been in the process of being addressed. On another point, unlike many other worldwide businesses, there was no consideration given by Hyatt over the last few years to the impact of Covid on the owners ability to comfortably and safely travel.
At this point we need accurate details, responses to our letters , phone calls and emails that actually address the questions we have. Since we are being ignored a legal course of action appears to be our only next course of action.Business Response
Date: 03/14/2023
We are sorry to learn of Mrs. *****'s frustrations about maintenance fees owed to the Condominium Ownership Association at Hyatt Hacienda del Mar. The developer did enter into a Foreclosure Inventory Purchase Agreement with the Condominium Ownership Association. Once the association forecloses or a deed in lieu of foreclosure is executed with a delinquent owner, the developer will purchase the inventory from the association. This program is only applicable to those who have been unable to pay their maintenance fees and have gone through foreclosure as a result.
Members whose travel plans were disrupted by the COVID-19 pandemic did have alternative usage options that they were able to take advantage of, such as depositing their week with Interval International or trading their ownership interest to World of Hyatt points. Hyatt Hacienda del Mar was open and welcoming resort guests in 2021 and 2022 with enhanced social distancing and housekeeping measures in place to keep resort guests as safe as possible.
Customer Answer
Date: 03/16/2023
Complaint: ********
I am rejecting this response because: I received a certified letter from HV Global Management Corporation for an option to take Deed In Lieu of Foreclosure and Denial of Use to Lien. I called and said I would take the option and then was told it would take 90-100 days to receive more information. I will request not closing this complaint until I know what they are offering.
Sincerely,
***** *******Business Response
Date: 03/24/2023
If the owner received a letter from our financial services office, and accepted the arrangement in a timely manner, then financial services will act in accordance with the agreed upon terms outlined within the letter.Initial Complaint
Date:03/01/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This complaint is for Hyatt Vacation Club (formally Welk Resorts). The time share company has lied about options given to buyers. After spending close to $30,000 if platinum points, each year we get less and have to pay higher maintenance fees. Not to mention booked resorts. And now that HVO purchased them they seem to have worse customer care. I’ve tried to contact customer service for options to sell my timeshare as they promised when we initially purchased but all we get is a run around. This is a complete scam and they should be investigated for fraud.Business Response
Date: 03/07/2023
Mr. ********
Thank you for taking the time to talk to me last week. Please review the information and options I sent you with your wife. Feel free to reach out to me directly with any questions you have. We are more than happy to help.
Best regards,
***** *******
Director, Customer Advocacy
Initial Complaint
Date:03/01/2023
Type:Customer Service IssuesStatus: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.
Salesperson misinformed us. We were told our new portfolio points wouldn’t expire for 5 years so we could save up for a larger vacation. The points did expire and we lost an entire year’s worth of points. We are still paying the loan and the maintenance fees, but lost an entire year’s worth of payments approximately $8,300 because we paid for something that was taken from us. We would like the expired points restored to us since we paid for them.Business Response
Date: 03/07/2023
We are sorry for any confusion surrounding the use of the
member’s Hyatt Portfolio Club points which has resulted in the expiration of
2022 use year points. Although the terms and condition of the program were provided at the point of purchase, we extend sincere apologies. In resolution,
arrangements have been made to access the expired points (2201 points from 2022
use year) through Interval International exchange travel until January 2024. Please allow 3 to 5 business days for completion. The member may contact 1-800-GO-Hyatt, Monday
through Friday 9am to 8pm ET and they will assist with Interval International
travel options using the expired points.Initial Complaint
Date:02/24/2023
Type:Customer Service IssuesStatus: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.
Feb 22, 2023 - i called owner services to book my vacation 22 months out to the dates as I have always done in the past. Spoke with a Crystal who told me that I couldn't do that until March 1st and I told her I have always done this in the past so Why and When did it change. She couldn't tell me except be rude so i asked for a manager and she told me she will have a manager call me back.
Feb 23, 2023 - did not hear from owner services manager so i called and was on the phone for a total of 50 minutes. waited for about 30 minutes before i was able to speak with a manager named Elizabeth who had the worst customer service of all time. I am a Priority I owner and the way this lady spoke to me was disrespectful when i was trying to understand the reason for the change of the booking window to change from 22 months out to the date vs 22 months out by the following month. She was talking around in circles and was not able to provide any realistic answers especially when I asked her why this was not communicated to all the owners so I would not feel I was being singled out or discriminated. She had the nerves to say they can't call all owners to relay this messaging - well, I never asked for a phone call, but i would like changes like this to be emailed or mailed to owners so they all have the exact information. The point of this complaint was that Elizabeth and the Hyatt Vacation Club representative has been the utmost disrespectful people in this industry and for the premiums I paid on my timeshare to be one of the top owners, I would think they would provide friendlier customer services instead of verbally attacking their owners in a condescending way.Business Response
Date: 03/10/2023
We are
sorry to read of the experience with our team. We are reviewing this and will follow
up directly with the guest.
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