Complaints

This profile includes complaints for Crown Resorts Management, LLC - powered by Vacatia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crown Resorts Management, LLC - powered by Vacatia

  PO Box 1680 Ocean Springs, MS 39566-1680

• 

  Crown Resorts Management, LLC - powered by Vacatia

  2000 Bienville Blvd Ocean Springs, MS 39564-3016

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:11/09/2024

  Type:Billing 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 have been an owner with a timeshare property managed by Crown Resorts, ************************************** in ********** Tn for many years. I paid my maintenance fees every year and used my week every year. This year, in August, I called the Front Desk to verify my Week dates and to let them know I was planning on checking in. On Tuesday, 11/5 I called the Resort to let them know I would be late checking in and get a message that the resort is closed and that we would receive information at some point. I proceed to call every number available with no outcome. I call Crown Resort and am told they no longer manage ******************* and was just the reservation department. I asked to speak to a manager and was again told they did not manage that property and was only reservations. I paid my 642$ maintenance fees for 2024. Now I am out that money and do not have anywhere to stay for my week, and cannot get anyone to speak to me about where to go from here regarding my Timeshare week.

  Business Response

  Date: 12/12/2024

  Hi Ms. ****************** style="font-size: 0.875rem;">Unfortunately, neither Vacatia nor Crown Resorts Management, LLC. manages the ********** resorts, which includes *******************************, any longer. You will need to contact the resort directly at *************.

  Sincerely,

  ***** ***
  Owner Account **********************
  Crown Resorts Management, LLC.
  Vacatia, Inc.

  Customer Answer

  Date: 12/13/2024

  The number for response. ************, is the same number that we used to contact the office in the past and does not have a person that answers, only a voice mail telling the caller the resort is closed. 

  Business Response

  Date: 12/20/2024

  Unfortunately, we have no other information regarding this location.  Since we do not manage ******************* at ********** any longer, there are no other phone numbers or contact information we could provide.  

• Initial Complaint

  Date:10/21/2024

  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 am writing to file a complaint against Crown Resorts regarding a timeshare we purchased at an auction. At the time of the purchase, we were unaware of any important details and believed it was a one-time vacation. There was no presentation, and we were not informed that a rescission period even existed. It was sold to us without providing any information or clarity on the full commitment we were entering into.We sent a letter to Crown Resorts requesting the cancellation of the timeshare, but they have not provided any solutions to help alleviate this situation. Instead, they have continuously called us and sent bills, which has caused immense stress and frustration. This has been a nightmare for us, impacting our lives and finances for years.Due to the ongoing financial burden, we are unable to continue paying the fees, and we are in desperate need of canceling this contract. I kindly request your support in resolving this matter, as it has taken a severe toll on our well-being.Thank you for your attention and assistance. ****** R ***** Account number: ************

  Business Response

  Date: 11/20/2024

  Dear Mrs. *************** am sorry to hear about your experience with ********************  Unfortunately, neither Vacatia nor Crown Resorts Management, LLC. manages the Lake Tansi resorts any longer.  You will need to contact the resort directly at *************. 
  
  Sincerely,
  ***** ***
  Owner Account **********************
  Crown Resorts Management, LLC.
  Vacatia, Inc.  

• Initial Complaint

  Date:10/21/2024

  Type:Billing 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.

  Date 10/12/24
  
  I have a time share with Crown resorts/Vacatia in Crossville TN. Upon arrival to the condo there was no key. Paid for a hotel since I was 13 hrs from home. The next morning return to the hotel to find out they were ere closed and not honoring any already existing and paid time share agreements. Now I can’t get a hold of anyone. The time share company Vacatia ***** no longer managing property. They state will have to call the property manager to obtain our fees back. In the meantime, nobody answers any phone calls and I keep getting the run around.
  In addition to the yearly see that I pay, I am now also out of hotel fee and travel expenses.

  Business Response

  Date: 11/18/2024

  Dear Mr.
  ******,
  
  I am sorry to
  hear about your experience with Hiawatha Manor West.  Unfortunately, neither Vacatia nor Crown
  Resorts Management, LLC. manages the Lake Tansi resorts any longer.  You will need to contact the resort directly
  at *************. 
  
  Sincerely,
  ***** ***
  Owner Account
  Management
  Crown Resorts
  Management, LLC.
  Vacatia, Inc.  

• Initial Complaint

  Date:08/06/2024

  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.

  We have been requesting assistance to cancel our timeshare contract for almost two years and we have been ignored. Unfortunately, our concerns have been dismissed and we are disappointed that we even have to go this far to voice our concerns through another complaint against them. We started receiving threatening letters from Crown Resorts stating that they are going to send me to a collection agency and deliberately ruin my credit. We have lost all trust with this company and we want to end our relationship in its our totality. This is not only a solicitation of your assistance with cancelling our timeshare, but a warning to others not to involve themselves with such an unscrupulous company!

  Business Response

  Date: 08/08/2024

  Dear ******************,

  I received notification from the Better Business Bureau of the complaint you filed.  It looks like I submitted a request a while back asking someone to contact you.  It doesn't sound like that has happened so I sent another request.  

  I apologize for the inconvenience and understand your frustration.  You should receive a call soon and the agent can go over any options that are available. 

  Sincerely,
  *****************
  Owner Account **********************
  Vacatia, Inc.
  Crown Resorts Management, LLC

• Initial Complaint

  Date:06/27/2024

  Type:Billing 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 and my wife are owners of a time share in ******************* in ************. Back in September of 2023, we received notice that our "resort" was basically bankrupt, and the resort was looking to owners to pony up money. I called Crown Resorts and requested copies of the financial statements for the previous 4 years, a list of the officers of Crown Resorts, and a list of the members of the ***** of ********* for the previous 4 years. I was advised that the documents and information would be provided, but to date, iI have received nothing.. As they are asking for money, they have an obligation to provide the requested documents and information. .

  Business Response

  Date: 07/24/2024

  Dear **********************,

  I received the complaint filed through the Better Business Bureau for your timeshare property at ************ in Drums, ***  I see notes on your account where you are in the process of deeding your week back.  There is nothing further you will need to do once the signed and notarized deed is returned to us. 

  If you have any questions, please let us know.  

  Sincerely,
  *****************
  Owner Account **********************
  Vacatia, Inc.
  Crown Resorts Management, LLC
  

• Initial Complaint

  Date:05/28/2024

  Type:Customer Service 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.

  This is the worst company. They don't communicate and when they do, their communication is **** with misleading statements. The sales team TOTALLY LIED and when we told Crown and Vacatia about it they didn't even ask for more details. It's as though THEY EXPECT their sales team to lie. I have never been able to use the timeshare and they won't even call me back to make this right. NOW I WANT OUT.

  Business Response

  Date: 05/28/2024

  Hi ******************,

  I received your complaint that was filed with the Better Business Bureau.  I understand you are not interested in owning your timeshare at *********** Association any longer.  I sent a request to our agents asking someone to contact you a while back; however, I don't see any notes where you were able to speak to someone.   

  I apologize for the inconvenience and will submit another request to have an agent contact you to discuss any available options.  

  Sincerely,
  *****************
  Owner Account **********************
  Crown Resorts Management, LLC.
  Vacatia, Inc.

  Business Response

  Date: 05/28/2024

  ******************,

  I neglected to mention that I pulled a copy of your deed.  You purchased the timeshare week in 1985.  This would have been bought from the developer, who has not been in the picture for many years.  They transferred the management contract before I was even employed with Crown Resorts, and I have been here for 24 years  My reason for stating this is that we had no control over how the timeshare was presented, the purchase price, any promises that were made, or that you feel you were misled.   This was not something sold by Crown Resorts. 

  That being said, we would like to help in any way possible.  I forwarded your information and someone should be in touch soon.

  Sincerely,

  *****************

  Owner Account **********************

  Crown Resorts Management, LLC.

• Initial Complaint

  Date:05/13/2024

  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.

  Im compelled to file this complaint against Crown ********************************************* after many months of unfruitful attempts to cancel my timeshare agreement. Despite numerous communications, my requests were seeming to be perpetually ignored, and *** been left frustrated and disappointed with no point of contact with their company. Ive contacted them through letters and emails that have highlighted my significant stress and frustration due to undisclosed costs and glaring misrepresentations associated with the timeshare. The lack of acknowledgment and response to this request was alarming and disappointing, considering they were still sending me bills while ignoring my communications.Upon calling their support team and being transferred to *********************, I was presented with options that ignored my clear desire to cancel the ownership. The suggestion to list my unit on a platform for sale or to invest further in a program that would require retaining the unit shows a disinterest in addressing my actual concern and their desire to continue making money off of me despite the situations at hand. The approach this company has taken not only adds to my distress but also showed me a complete lack of empathy and customer support. My situation has not been taken seriously, and it's apparent theyve chosen to leave me with no viable option to cancel. It's really disheartening to encounter so much resistance and apathy from a company I unfortunately put my trust in. I am seeking to genuinely resolve this through requesting to cancel my account with them, and I would like to avoid further delays or unnecessary propositions that do not meet my needs. This is the reason I tried to address this with their company directly, but theyve made it more difficult than it should have been.This complaint serves as a formal plea for Crown Resorts to address my situation with the seriousness it warrants and to provide a straightforward path to end my relationship with their company.

  Business Response

  Date: 05/16/2024

  Hi **************,

  I received your BBB complaint and wanted to respond.  I understand you were not happy with the reply when you did speak to someone about your timeshare property at Silverwoods Association.  I am going to put in another request to have an agent contact you.  With the ************** side of the resort closing at some point, there may be options available that might not have been when we spoke to you previously. 

  We certainly want to help our owners whenever possible,  I will submit a request for an agent to contact you to discuss your account.  Someone should be in touch soon.

  Sincerely,

  *****************

  Owner Account **********************

  Crown Resorts Management, LLC.

   

• Initial Complaint

  Date:03/24/2024

  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.

  Many years ago, I purchased at ******************* (week18). I have kept all fees paid although I have not visited the resort in a long time. I am older, retiring and my health is declining which makes it impossible to travel long distances. Each year I ask for my fee bill but never receive it until middle to late March. Unfortunately, at this time I am unable to pay the $600 this year and would like to deed back the property. I have contacted Crown many times asking for help but so far have received none. I do not want this to ruin my credit rating as I worked many years to achieve and maintain an excellent rating and my income will drastically decrease as I retire leaving me with less immediate monies and possible need for credit. Please help me! I am not asking for any money.

  Business Response

  Date: 04/09/2024

  Hi ************,
  
  We have been in touch several times in the past regarding the timing of your annual maintenance fee statement.   You have mentioned that you do not receive your statement until middle to late March.  You are correct in that being around the time they go out.  The issue is that the start date of your week falls so close to when the maintenance fees are due each year.  Your week #**, for example, starts this year on 05/04/2024. The Annual Maintenance Fees are due on April 1st of each year.  I know you have deposited with RCI in the past.  You would need to pre-pay to bank your week with an exchange company (how far in advance depends on the exchange company and their requirements).  You can pay at the previous years rate if the current year fees have not been charged.  If there is an increase,you will receive a statement for the increase amount. 
  
  You state in the complaint that you are unable to pay the fees for this year.  I can note your account; however, the normal collection process will continue, and you will start to receive reminder calls after May 1st.  The account will go into 3rd party collections around July 1st.  I understand that your excellent credit score is important and I am sure someone in ************* would be happy to help set up payment arrangements to prevent any further collection efforts.  
  
  I am sorry to hear that you are having health problems.  I submitted your information to the ***** Services Department.  An agent should give you a call soon.  They can go over any options that might be available and will try to find the best possible solution to help you. 
  
  If you have any questions, please let us know. 
  
  Sincerely,
  *****************
  ***** Account ********************** Supervisor
  Vacatia, Inc.
  Crown Resorts Management, LLC
  Phone:  **************
  

  Customer Answer

  Date: 04/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21478151

  I am rejecting this response because:

  I appreciate your response but I am trying to find a solution that will be acceptable for both.

  i can not pay the fee in full or payments and next year will be worse financially as I fully retire and will have very limited funds.

  i am asking to deed back the timeshare, please.

  Regards,

  *****************

  Business Response

  Date: 04/22/2024

  Hi ************,

  We have agents that can contact you to go over any options that are available.  I did submit your information and asked that someone give you a call; however, this is a busy time for Crown agents as the fees are due this month. 

  I apologize for the delay and will let them know to escalate the request for someone to contact you as soon as possible.

  Sincerely,

  *****************

  Crown Resorts Management, LLC

  Owner Account **********************

   

  Customer Answer

  Date: 04/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21478151

  I am rejecting this response because:

  I have been in contact with this company for many months prior to their busy period but have not received any assistance.

  As stated previously, I can not afford the fees this year due to change in health and income.

  I would like to give it back to you.

  Regards,

  *****************

  Business Response

  Date: 04/23/2024

  I'm so confused here?  What property does she think she's making a complaint on?  We don't have any time shares?  I don't know any of the names on any of the correspondence?  Who with our company do they think they have been in contact with? 

  Customer Answer

  Date: 04/23/2024

  This complaint is against Crown Resorts. Particularly, ******************************************* in ********** **. This proves how very difficult it is to contact them. Please do not close my case as I am desperate for your help.

  Customer Answer

  Date: 04/23/2024

  Please dont close this case.

  My complaint is against Crown Resorts. Particularly Hiawatha Lake ***************** shows how difficult it is to contact this company and why I desperately need your help.

  Customer Answer

  Date: 04/24/2024

  Crown Resorts

  Hiawatha ********************** Inc

  PO Box 78843

  Phoenix Az 85062-8843

  *******************

  9450 SW Gemini Dr

  Beaverton Or 97008

   

  www.vacation.com/clubhouse

  *******************************************************************

  ************

   

  these are all the contact methods I have from recent sttempts

  Customer Answer

  Date: 04/25/2024

  Apparently they are lying to you because I am getting numerous calls from different numbers.

  One is **** from lake tansi ************

  and another from a caller that did not leave her name at ************.

  Both are referring to BBB complaint.

  So this shows they are getting your attempts.

  Business Response

  Date: 04/25/2024

  Hi ************,

  I apologize but I am a little confused.  I received the original complaint and sent a request for someone to contact you.  When I received your rejection of my reply, I assumed you had not spoken to anyone, so I sent another request for someone to reach out. 

  Both of the phone numbers you provided belong to **** at ***********  I'm sure she was trying to contact you to go over available options. Your latest message says that since she called, it shows they are receiving my attempts.  That is what I requested for someone to contact you about the timeshare week. **** will go over your account and see what can be done to help you.  

  If you have any questions, please let us know. 
  

  Sincerely,
  *****************
  Owner Account ********************** Supervisor
  Vacatia, Inc.
  Crown Resorts Management, LLC
  Phone:  **************

  Customer Answer

  Date: 04/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21478151

  I am rejecting this response because:

  Thank you.

  over the past 2 years and especially this year, I have attempted numerous times in various ways to make contact but never got responses until I contacted BBB and DOJ.

  again.i would like to give the timeshare back to you as my

  income and health have changed.

  no other option is acceptableI am so sorry.

  Regards,

  *****************

  Business Response

  Date: 05/02/2024

  Hi ************,

  I apologize for any confusion.  The numbers you listed are both for ******************* at ***********  When I sent the request for an agent to contact you, she was the one that responded.  She will be the one that can go over any options that are available and answer any questions you might have.  I will reach out to her and ask her to contact you again.  

  Sincerely,

  *****************

  Crown Resorts Management LLC

   

  Customer Answer

  Date: 05/03/2024

  The only option is release/deed back.

  i have explained my health and income status.

  if she responds, please ask her to contact me 

  *****************

  Customer Answer

  Date: 05/06/2024

   

   Complaint: 21478151

  I am rejecting this response because:

  Regards,

  *****************

  Customer Answer

  Date: 05/06/2024

  I thought I had already responded but maybe not.

  The only option I have is deed/give back .

  i did not go this week as i have told you numerous times.

  Also, I continue to state that due to changes in health and income status, I am no longer able to travel to your resort.

  i have asked, pleaded, begged many times but have never been afforded a responsein fact, it was apparent that I was a bother to you.

  I would like for you to take this timeshare and give to someone/ anyone, please.

  Business Response

  Date: 05/07/2024

  Hi ************,

  I sent **** a message letting her know if she couldn't get you by phone, to email you at:  *****************.  She should be in touch soon to discuss your account. 

  Sincerely,

  *****************

  Owner Account **********************

  Crown Resorts Management, LLC.

  Customer Answer

  Date: 05/08/2024

  Thank you

  she has sent an emailplease let her know that our correspondence needs to be written and not on phone, please.

  i will wait for her next email with content.

  Customer Answer

  Date: 05/09/2024

  This is the email I received today. No wonder they didnt want to email.. I wouldnt either with this information.

  1- when I began this process, my fees were current.

  2- there is no way to pay an extra 1 or 2 years fees in advance

  3- would you like a MD note from PCP or optometrist?

  4- would you like a copy of my previous earnings and SS/retirement benefits to show the drastic change?

   

  I feel you are being completely unreasonable and make the process so very difficult that no one can accomplish it and falls into default.

   

   

   

   

  I was told I need to talk with you by email.
  I think you were asking about deeding your week back to the Association. The west board has set the following criterias for an owner allowing to deed their week or weeks back.
  1.  Maintenance fees must be current.
  2.  If the owner has a terminal hardship and has a Doctor's ****** and are current with their                   maintenance fees they can pay another year of maintenance fee plus $350.00 for the deed 
       prep.
  3.  If there is no terminal hardship situation and the owner just wants to deed back they must be 
       current and then pay 2 years maintenance fees plus $350.00 deed prep.
  
  
  If you have any questions please let me know.
  
  
  Thank you,
  *******************
  Cell  #************
  
  
  

  
  

• Initial Complaint

  Date:02/27/2024

  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.

  We have been requesting assistance to cancel our timeshare contract for years now! Crown expects us to pay over 2K to get out from under them. We can't do that nor do we have the funds to do so! When we sent another letter to Crown stating we could not accept that offer, it's been nothing but silence since. We continue to reach out and we hear nothing from Crown. Unfortunately, our concerns have been dismissed and we are disappointed that we even have to go this far to voice our concerns through yet another complaint against them. We have lost all trust with this company and we want to end our relationship with this horrific company as soon as possible. This is not only a solicitation of your assistance with cancelling our timeshare, but a warning to others not to involve themselves with such an unscrupulous company!

  Business Response

  Date: 03/13/2024

  Hi ******************, 

  I am sorry you've had trouble when trying to speak to someone regarding your timeshare property at Silverwoods Association.  I am happy to put in a request for a return phone call.  

  Vacatia is always trying to come up with ways to help our owners, especially those who are no longer interested in keeping their timeshare weeks  We know that in the past, selling timeshare weeks could be difficult.  Vacatia offers a For Sale By Owner website where you can list the property for sale.  If this is something you might be interested in, I will post the instructions below:

  Go to www.vacatia.com
  At the top, click on Buy & Sell
  At the bottom of the list that pops up, click on Sell Crown Weeks
  Fill in the requested information and an agent will be in contact to complete the listing.
  There is no fee to list your week on the site; however, if it sells, there are fees involved to complete the sale.  The agent will go over that when they contact you to finalize the information and send you the listing agreement. 

  I will put in a request for someone to give you a call so they can go over any options that are available.  In the meantime, if you have any questions, please contact the Crown Owner Line at **************.  A ******** Care Agent will be glad to help.

  Sincerely,,
  *****************
  Owner ****************** Supervisor
  Vacatia, Inc.
  Crown Resorts Management, LLC
  Email:  ******************************************************************  
  Phone:  **************

• Initial Complaint

  Date:12/05/2023

  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.

  I am writing to formally lodge a complaint against Crown Resorts and Leisure Getaways, who were representing Crown Resorts at the time of my timeshare purchase.I originally requested the cancellation of my timeshare contract within the allowed timeframe, but my request was not honored. This has caused me significant mental stress and financial burden, contrary to the alleviation I was promised when entering this contract.Representatives ***** and ********************* stated that I had a six-day period to cancel my contract. Despite my attempts to exercise this right, I was offered incentives to stay and promised an extension on my deadline to cancel. Regrettably, this extension was never granted, and my attempts to cancel the contract were ignored.Moreover, the promises made regarding the benefits of this timeshare have fallen short. My family and I have struggled consistently to make reservations, and when we do manage to book, it's rarely for the dates or properties we desire. I was also misled about the nature of my contract, which was presented as deeded for one fixed week. I have since discovered the implications of a deeded timeshare and feel deeply deceived by this misrepresentation.Furthermore, I have noticed unexplained increases in maintenance fees, including a recent transaction that added an extra $420 fee due to a shortage incurred during the Covid-19 pandemic. It's unacceptable that this cost is being passed onto owners who are already struggling to meet these fees.Lastly, I do not wish to pass on this financial and emotional burden to my beneficiaries after my demise. It is critical that my timeshare contract is cancelled and I would appreciate a written confirmation of this cancellation once it has been processed.I trust that the Better Business Bureau will take my complaint into serious consideration and take immediate action to rectify this situation.

  Business Response

  Date: 01/04/2024

  Hi ****************,

  I apologize for the late response.  I am sorry to hear that you are not happy with your timeshare week.  There have been a lot of changes over the past few years, the biggest being that your resort is under a new management company.  Vacatia took over management at the beginning of 2020.  We use the name Crown Resorts powered by Vacatia since our owners have become familiar with Crown Resorts appearing on most correspondence that is generated. 

  I point this out to let you know that Vacatia is constantly trying to come up with ways to help our owners.  I requested that someone reach out to you so they can go over any options that might be available.  We do have a For Sale By Owner site where the property can be listed for sale.  If there are any other options, the representative that contacts you can go over them. 

  There was an Operating Assessment that was charged due to the many changes that have taken place over the past few years.  Legacy resorts, such as ************** West, have struggled to keep up with all aspects of timeshare ownership while providing the best and most affordable vacations.  With the costs of almost everything continuing to rise, the association had to make the decision to charge the Operating Assessment in order to meet budget requirements.  How best to continue offering what are considered low maintenance fees for our owners is an ongoing discussion for the ***** of ********** resort staff, and management company.  It was decided that rather than raising the maintenance fees to a significantly higher amount, it would be beneficial to the owners to charge the assessment along with the yearly fees - which we try to keep as low as possible.  

  Someone should be reaching out to you soon to discuss options and any other areas where you may have questions.  We always strive to keep our owners happy and enjoying their timeshare experience.  I hope they are able to offer some type of assistance.

  Sincerely,

  *****************

  Crown Resorts ***************************************** Supervisor

  Customer Answer

  Date: 01/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  Dear *****************, Thank you for your detailed response and the efforts of Vacatia to accommodate the concerns of us timeshare owners. I appreciate the explanation regarding the Operating Assessment and the measures taken to keep maintenance costs low. I am looking forward to speaking with the representative to discuss the potential options available to me. Please make sure they reach out at their earliest convenience. I understand the challenges faced by legacy resorts like ************** West, and I am hopeful that we can find a resolution that meets the needs of all parties involved. Once again, thank you for your assistance. Sincerely, ***************************