ComplaintsforResort Travel & Xchange, Inc.
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Complaint Details
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Initial Complaint
01/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 02/15/2023, I placed a booking which wasnt completed per rtx notification. There was no record of the booking. I rebooked within ***** minutes. The next day, there were two bookings. I called rtx to resolve this computer glitch. I have called numerous times, written a letter and emailed the company. All without success. I gave up and later restarted the process and finally found someone who understood the problem and helped. The company subsidiary, which deals with hotel bookings agreed to refund me the duplicate booking. This was in September. I had to cancel my credit card and they werent able to refund that way. On 10/19/23, *** told me Id get a mailed refund in 3 weeks. I called several times, asked to speak to the supervisor. Nothing. On 12/08/2023, I called, left message. On 12/19/2023, I asked for the supervisor to call me. Nothing. On 01/03/2024 I spoke with ****, who told me a check had been mailed in October. That was the first I heard of this and I have not received a check. I look frequently and carefully check all mail. **** said he would relay the information to his supervisor. On 01/09/2024, I left a message with **** and again nothing. Please help.Business response
01/16/2024
Thank you for reaching out and expressing your concerns regarding your recent RTX experience. We are reviewing your account and will have a representative personally reach out to you shortly.
Initial Complaint
06/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We entered a reservation for ******************** Resort in ***********, **, via the Resort Travel and Xchange (RTX) online portal on April 19, 2023. The reservation was for the week of **** ****, 2023. Upon calling the resort at the halfway point of our flight between **********, **, and ***********, we discovered that the ******************** Resort was closed for construction. Out of necessity, we continued our flight and paid out-of-pocket to stay four nights at a nearby inn (see attachment). ******* at RTX claimed to not have known about the closure and therefore refused to take responsibility for our hotel costs. He did initiate a return of our **** points and the exchange fee, including a $77 credit to our credit card and the return of a $40 rebate in our RTX account (for a total ********************* fee of $117); he did not, however, return the monies paid for the trip insurance. Upon our return home, my wife began to investigate and on **** 14, 2023, spoke directly with ******************, guest manager at the ********************. She informed us that our reservation was not confirmed by them and was not in their system. She also said that the resort has been closed since February 27th, 2023, for construction, and she was confused as to why RTX would even have inventory listed for **** when the projected re-opening date of the resort is July 1, 2023. Indeed, it is hard to fathom how a week's stay could have been offered, let alone confirmed, by a resort for a time when it has a known closure. Please note that ****************** is happy to speak to anyone concerning her testimony in this matter; the number for her at the resort is ************. Given these facts, we are left to assume negligence on the part of RTX in offering a week's stay, and confirmation of such, that did not exist. We are asking for cash reimbursement of our unexpected hotel costs in the amount of $650.08, and a refund of our trip insurance costs in the amount of $37.Business response
06/22/2023
Our records indicate that a representative from RTX has reached out to you regarding the situation. The refund has been processed.
Customer response
06/22/2023
I am rejecting this response because after the call my wife received from RTX, I reminded her that we, in fact, paid every ***** of the $77 exchange fee as well as the cost of the hotel out of pocket -- it was not one or the other. Therefore, a refund of the hotel cost minus the $77 exchange fee makes no sense whatsoever, not to mention there was no mention of refunding the cost of the insurance we paid for a reservation that did not exist. As the primary agent listed on the RTX membership, I do not accept a partial refund.Business response
06/26/2023
A RTX representative will be personally reaching out to you to resolve the issue.Customer response
06/29/2023
I am rejecting this response because I've not yet received the promised refunds. As I informed the RTX representative, I will be happy to close the complaint once all refunds are received. I'm not impatient, but this system appears to allow only a 5-day period for response, so I must reject in order to keep the complaint open until all refunds are received.Business response
07/05/2023
We understand you are waiting for the refund to process. We appreciate your patience.
Initial Complaint
12/07/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
My husband and I have filed a exit program form to get out of the Festiva Resorts. Every year they go up on the maintenance fee. It has gotten to where we cannot afford it. I have not heard anything from Festiva nor my husband. We would like to exit the progam ASAPBusiness response
12/22/2021
We are in receipt of the your exit request. Our response can take up to 60 days from the date we received your request.Initial Complaint
11/05/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
We, my husband and I are fully paid up on our time share we have our deed and have paid our maintenance fees promptly since ****. I have requested my 2 weeks to be deposited with RCI which they have refused. There reasoning is the all their resorts are fully booked up to the end of next year and no we can't deposit anything for the year 2022, because Assessment Fees of over $1600.00 has to bee paid by April 2022 and as well as the maintenance fees comming due of over $800.00 this month., which has been going up in $200.00 increments. So I haven't receive the **** yet and expect it to be at least $1000.00. I did't say I wanted to travel this year but that I want to deposit it for future use, which I was able to do before these people took over. I'm told I have to book a vacation. How? I'm so frustrated, it affecting my health. I'm 73 years old and on a fixed income. I spoke to five different people there and I am getting the run around. Finally I requested a form to exit my timeshare and the response was it'll take 60 days and if I paid all money's, they will review my request and also sent me a whole lot of legal jumbo info including it could go to court. HELP.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.