Business ProfileforThe DVC Rental Store, Inc.

Made a reservation in September for *** with my adult children. In November I had a cardiac problem and two days before Christmas I was diagnosed with heart failure. I'm on a lot of medication and started cardiac rehab in mid Jan. I was improving and figured we would still be able to go but if we couldn't go ***, we wouldn't be able to go until the fall or maybe Christmas. Anyway, on Feb 12, 2024, I had emergency surgery, and I was told I wasn't allowed to travel, and I would have to fly from NY. I called and was told to email which I did and looked up what was available in October 2024 so we would be able to go and thought they would move my deposit. My refund was .50. yes 50 cents out of *******. The girl on the phone told me I should have gotten travel insurance which was never expressed to me and is NOT WRITTEN ANYWHERE on the website. I did check *****'s Rental and he has it in a red banner and explains why you should get the insurance with a clickable banner to take you to the company. I told them I would send them documentation form my physician and she said there were no exceptions. I am livid and I had chest pains when I got off the phone. Thank God, I didn't pay it in full and it was only the deposit. I'm livid Don't use them they are slimy, and you can't get a manager on the phone so he must be just as slimy as the women who answer. I'm really upset because tbh in this economy and the cost of drugs losing ******* for nothing is making me really upset. As ************ said the worst!!!!! I'm going to call a lawyer and **** and I have contacted any vlogger who endorses their shenanigans.

***, We are sorry to hear about your health issues and the stress this situation has caused.As weve outlined on the phone, due to the nature of our business as an intermediary, we are obligated to pay out the member of your reservation that you booked. Even with that limitation, we are the only DVC Rental company in the industry to offer a built-in cancellation policy to every reservation.In your signed rental agreement, here are a few sections that are pertinent to this situation:SECTION 2 Guest shall pay a non-refundable total of [redacted] (the Point Use Rate) to Intermediary in exchange for the reservation described in Paragraph 1. Guest understands and agrees that all funds paid by Guest are NON-REFUNDABLE at all times and under all circumstances, including, but not limited to, hurricanes, pandemics, natural disasters, meteors and alien invasions. The Point Use Rate shall be paid by Guest to the Intermediary pursuant to the following payment schedule: a.Guest shall make an initial NON-REFUNDABLE payment of no less than [redacted] to Intermediary on or before the Effective Date in return for the confirmed Reservation using Members DVC points (the Initial Payment). b.Guest shall make a final NON-REFUNDABLE payment of the remaining balance of the Point Use Rate in the amount of [redacted] to Intermediary no later than 75 days prior to arrival date of the Reservation (the Final Payment). This final payment is due on or before (the Final Payment Due Date). Guest understands and agrees that a failure to make the Final Payment by the Final Payment Due Date for any reason shall result in a forfeiture of the Reservation and a forfeiture of all deposits, and payments toward the Point Use Rate made by Guest to date, which are completely non- refundable. c.Guest may utilize any available deposits or credits Guest has with Intermediary to apply toward the Initial Payment or the Final Payment, however once applied, such deposits or credits shall be NON- REFUNDABLE.SECTION 4 This reservation is eligible for the DVC Rental Store Cancellation Policy. Your Cancellation Tier Schedule is based on your check-in date. All credits will be issued to the lead guest on the reservation.Tier 1 - DVC Rental Store Credit will be 100% of funds paid. (121 Days or more prior to check-in) Cancellation request received by 01/15/2024, 11:59pm EST Tier 2 - DVC Rental Store Credit will be 0% of funds paid if only 25% has been paid. DVC Rental Store Credit will be 75% of funds paid if 100% of the reservation has been paid. (****** Days prior to check-in) Cancellation request received between 01/16/2024, 12:00am EST and 03/15/2024, 11:59pm EST Tier 3 - DVC Rental Store Credit will be 50% of funds paid. (***** Days prior to check-in) Cancellation request received between 03/16/2024, 12:00am EST and 04/29/2024, 11:59pm EST Tier 4 - DVC Rental Store Credit will be 25% of funds paid. (15-4 Days prior to check-in) Cancellation request received between 04/30/2024, 12:00am EST and 05/11/2024, 11:59pm EST Tier 5 - No refund will be issued (3-0 Days prior to check-in) Cancellation request received between 05/12/2024, 12:00am EST and 05/15/2024 With only 25% of your reservation being paid and your timeline falling into tier 2, we must adhere to the legally binding document that was signed.While we understand this is not the answer you were looking for, the DVC Rental Store must maintain our agreements to both Guests and Members.All the best,DVC Rental Store Team