Complaints

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:05/27/2025

  Type:Product 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 submit a complaint against ResortCom, the management company for ************************, due to an ongoing dispute regarding my timeshare ownership. My experience with this organization has been marked by misleading practices, inadequate customer service,and a complete lack of integrity. Their actions have negatively impacted my credit and caused immense frustration and stress. When I attempted to initiate a surrender of my timeshare ownership, I was informed by ResortCom that they could not process my request until my loan was paid in full. They directed me to contact ************************ directly. Despite numerous attempts to engage with ************************, I have been consistently dismissed, ignored, and treated rudely by their representatives. At the time of purchase, I was promised high-quality accommodations and exceptional benefits as part of my timeshare ownership. Instead, I have encountered subpar accommodations, missing amenities, and unresolved maintenance issues, such as a broken shower. I have repeatedly voiced my concerns, but have been ignored. Calls with ********, ****** ***** *****, ***** or ******,*******, and *****, have been overwhelmingly negative. Most representatives were dismissive,showed no empathy. ***** did mention a "voluntary surrender" option, which I believe is my only viable solution, but I have not been provided clear information or assistance on how to proceed. I am requesting immediate cessation of all collection efforts, a full refund and a clear process for surrendering my ownership

  Business Response

  Date: 05/29/2025

  Greetings,

  ResortCom is a third-party service provider and does not have the resources or the authority to make decisions or provide solutions to any matters that do not include reservations, collections and accounting, loan and maintenance fees, any other concerns other these need to be directed to the proper entity or authority.  ResortCom will be in contact with the property and will forward any new information we receive. Thank you

  Customer Answer

  Date: 05/31/2025

  I would like to thank ResortCom for taking the time to respond. I am rejecting the response only because the issue is not yet resolved, and I would like to wait on follow-up from them, when they have heard back from the property with new information. For that reason, I would like to have the complaint remain open. Thank you

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23382967
  
  I am rejecting this response because:I would like to thank ResortCom for taking the time to respond. I am rejecting the response only because the issue is not yet resolved, and I would like to wait on follow-up from them, when they have heard back from the property with new information. For that reason, I would like to have the complaint remain open. Thank you
  
  Sincerely,
  

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

   

   

  Business Response

  Date: 06/23/2025

  Greetings, 

  We regret to hear that your experience did not meet your expectations, and we appreciate the opportunity to respond.
  
  Please be advised that your contract has been formally cancelled in accordance with the provisions outlined in Clause 13 of your Purcharse Contract. This clause allows for cancellation due to a breach of financial obligations by the member.
  
  As a gesture of goodwill, and despite the breach, we have excluded your account from all credit bureau, and your membership has been closed and deactivated in our system.
  
  We would also like to clarify that the Surrender program does not apply in your case, as your account has already been cancelled due to non-compliance with agreed-upon financial terms.
  
  Additionally, per the terms of your agreement, the refund period expired in June 2023.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair 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.

  While staying at *************, my trust in ResortCom/Tafer Resorts was significantly breached. *******, the ***** ******, knowingly entered my room without permission, ignoring the displayed "Do Not Disturb" sign. Despite being informed of my absence, he unlawfully accessed my room and admitted to theft through text messages, which I have retained as evidence. This incident, along with a history of reported thefts, has made me feel unsafe and unable to trust the management or staff. Given the severity of this violation, it is unjust for me to continue financial obligations. My desired resolution includes a complete release from all timeshare responsibilities, waiving the $3,550 fee, and a partial refund of the $70,000 investment due to unfulfilled promises of safety and peace of mind. The lack of remorse or resolution has left me uneasy and unable to recommend their services. This matter deserves immediate attention and resolution.

  Customer Answer

  Date: 06/04/2025

  I received this e-mail yesterday and responded today by e-mailing her back to set up a time on Friday June 6th at noon (Cancun) time to hear what she has to say.  She will be calling me.

  ****** ******* ****** Roldan 
  From:****************************************************
  To:*******************************
  Cc:***** ***** ****** ******
  
  Tue, Jun 3 at 9:57 AM
  
  Good morning Mr. ************ hope this message finds you well
  This is a follow up message regarding the complaint file at the BBB, from your last stayed at ************************
  Can you please share with me the best time to contact you, to follow up your case.
  The contact number we have register is ***********
  My working hours are from 8am to 5pm Monday to Friday, Cancun time.
  
  I thank you in advance and I will be aware of your response.
  
  Regards
  
  
  
  
  ****** *. Mndez Roldn
  Member Services Manager
  Tafer Resorts
  PH ****************************
  Whats App *******************
  ****************************************************      
  **************************
  Cancn, ********************, Mxico.      

   

  Business Response

  Date: 06/05/2025

  Greetings,

  Member responded to my message asking to be contacted on Friday June 6th at noon (see below). We will keep BBB posted. Thank you. 
  

  
  Good morning, I am available on Friday June 6th at noon Cancun (your) time if that works for you.
  Kind Regards,
  ****
  
  
  
  Regards
  
  
  
  ****** *. ******************************** Manager
  Tafer Resorts
  PH ****************************
  Whats App *******************
  ****************************************************      
  **************************
  Cancn, ********************, Mxico.      

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23359022
  
  I am rejecting this response because:

  They had promised me, on the phone call on June 6th they would get back with me via e-mail me on Monday the 9th or the latest on the 10th and it is now the 13th.  I am still waiting for a response to cancel my membership with no additional fees, which she noted in our conversation.  I mentioned I would like to receive an additional refund for my previous payments.  Again, to reiterate as of today Friday the 13th I have not heard back from them.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/15/2025

  Greetings,

  Please see attached resorts BBB response. Thank you for your patience. 

  Customer Answer

  Date: 07/15/2025

  I reject this statement, as I have received revised release documents indicating the fee requirement has been waived. I am currently out of the country and will sign, notarize, and return the documents upon my return in the next couple of weeks.   I have attached a copy of their document received last week noting the waived fee of $3550.
  
  
  Sincerely, 
  
  
  ******* ******
  
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23359022
  
  I am rejecting this response because:

  I reject this statement, as I have received revised release documents indicating the fee requirement has been waived. I am currently out of the country and will sign, notarize, and return the documents upon my return in the next couple of weeks. I have attached the most recent document dated last week from Tafer noting the $3550.  has been (waived).
  
  
  Sincerely, 
  
  
  ******* ******
  
  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/16/2025

  Greetings,

  Please be advised that an updated Voluntary Surrender documents - FEE WAIVED  was sent to your email 07/11/2025. I am attaching the same updated Voluntary Surrender forms. Kindly, review, and have the pages 2 and 4 sign by all members and have it properly notarized.  Please mail the original copies to : Attention MSA- ResortCom International/ 6850 Bermuda Rd. ******************. Thank you. 

  Customer Answer

  Date: 07/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/05/2025

  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.

  On April 17, 2025, I submitted a formal written hardship surrender for my ResortCom/UVC International account. The company did not respond within my documented deadline. I followed up again and, on May 1, formally revoked authorization for any further credit card billing. Despite this, they attempted to charge my card anyway. That charge was later reversed only after I protested and blocked it.Following my revocation, I received an email from a new staff member stating a payment plan had been approvedbut this was never sent to me prior to my surrender, and I never agreed to it in writing, verbally, or digitally. Their timeline is false. I did not accept or resume any financial obligation after April 17.I have documentation proving I never received or agreed to any continuation of payment. They are attempting to force continued payments on a contract I formally surrendered, during a documented financial and medical crisis. This conduct feels deceptive and abusive, and I am requesting immediate intervention to stop further billing attempts and protect me from future false claims.

  Business Response

  Date: 05/06/2025

  Greetings,

  ResortCom is a third-party service provider and does not have the resources or the authority to make decisions or provide solutions to any matters that do not include reservations, collections and accounting, loan and maintenance fees, any other concerns other these need to be directed to the proper entity or authority.  ResortCom will be in contact with the property and will forward any new information we receive. Thank you

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23289422
  
  I am rejecting this response because:

  I DO NOT ACCEPT THIS RESPONSE.

  ResortCom has not responded to the actual issue in this complaint. They are now deflecting responsibility and attempting evasion by claiming to be a third-party servicerbut they have not addressed or acknowledged my formal hardship surrender submitted on April 17, 2025.

  This surrender clearly revoked all billing rights and requested account cancellation due to extreme financial and medical hardship. No formal denial, resolution, or written acknowledgment of that surrender was ever received.

  ResortCom cannot now claim neutrality when they have:

  -Collected and managed payments on this account since 2018

  -Sent all account communications, billing statements, and payment plans

  -Attempted an unauthorized credit card charge on May 1, 2025, after my revocation

  -Sent deceptive follow-up emails misrepresenting a "payment plan approval" I never saw, received, or agreed to

  -Ignored my repeated good-faith communications seeking hardship resolution

  Their current response is an attempt to avoid accountability while still allowing billing and collections activity to continue.

  I am requesting that the BBB:

  -Document this complaint as unresolved

  -Confirm that ResortCom has not addressed the actual surrender or hardship protections requested

  Require written confirmation that:

  -The account is canceled effective April 17, 2025

  -All billing and collection activity has ceased

  -No credit bureau or third-party reporting will occur

  -No balance is owed

  I remain under extreme financial, medical, and housing insecurity hardship and have followed every legal and consumer protection channel to resolve this fairly. I request immediate protection and documentation to reflect this.

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

  Business Response

  Date: 05/12/2025

  Greetings,

  
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel your membership but there will be no refund.The Voluntary Surrender documents will be sent to the members to complete and submit. Thank you. 

  Customer Answer

  Date: 05/12/2025

  RESPONSE TO BBB FORWARD TO RESORTCOM (As there was no option for accepting with an option to respond and listing conditions.

  
  

  Subject: Response to Resolution Notification Member ID ********

  
  

  Dear BBB,

  
  

  Thank you for forwarding the companys most recent response regarding the cancellation of my ResortCom/UVC International membership.

  
  

  I acknowledge receipt of their message indicating that the resort has agreed to allow a voluntary cancellation of my membership without a refund and that surrender documents will be sent to me for completion.

  
  

  Please be advised that I agree to proceed with the cancellation of the membership and loan account under the following conditions:

  
  

  No further financial obligation will be imposed upon me, including maintenance fees, loan payments, interest, penalties, or administrative charges.

  
  

  No negative credit reporting will be made or continued in relation to this account.

  
  

  No collection activity or third-party pursuit will be initiated at any point now or in the future regarding this membership or its associated loan.

  
  

  The final surrender documents provided will acknowledge the original hardship surrender submitted on April 17, 2025, and reflect the fact that no new agreement was ever entered into after that date.

  
  

  Written confirmation of cancellation and account closure will be provided to me for my records.

  
  

  All future communications, including the surrender documents, must be sent to me via email only at:

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

  
  

  To be clear, this cancellation offer serves as formal acknowledgment that I exercised my legal rights under federal and state consumer protection laws, including but not limited to the ****** ****, and **** regulations, and that I am no longer bound by any portion of the original 2018 agreement.

  
  

  I look forward to receiving the surrender documentation and finalizing this matter swiftly.

  
  

  Thank you again for your assistance.

  
  

  Sincerely,

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

  Member ID: ********

  Preferred Contact: *****************************************************************

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23289422
  
  RESPONSE TO BBB FORWARD TO RESORTCOM (As there was no option for accepting with an option to respond and listing conditions.

  
  

  Subject: Response to Resolution Notification Member ID ********

  
  

  Dear BBB,

  
  

  Thank you for forwarding the companys most recent response regarding the cancellation of my ResortCom/UVC International membership.

  
  

  I acknowledge receipt of their message indicating that the resort has agreed to allow a voluntary cancellation of my membership without a refund and that surrender documents will be sent to me for completion.

  
  

  Please be advised that I agree to proceed with the cancellation of the membership and loan account under the following conditions:

  
  

  No further financial obligation will be imposed upon me, including maintenance fees, loan payments, interest, penalties, or administrative charges.

  
  

  No negative credit reporting will be made or continued in relation to this account.

  
  

  No collection activity or third-party pursuit will be initiated at any point now or in the future regarding this membership or its associated loan.

  
  

  The final surrender documents provided will acknowledge the original hardship surrender submitted on April 17, 2025, and reflect the fact that no new agreement was ever entered into after that date.

  
  

  Written confirmation of cancellation and account closure will be provided to me for my records.

  
  

  All future communications, including the surrender documents, must be sent to me via email only at:

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

  
  

  To be clear, this cancellation offer serves as formal acknowledgment that I exercised my legal rights under federal and state consumer protection laws, including but not limited to the ****** FCRA, and CFPB regulations, and that I am no longer bound by any portion of the original 2018 agreement.

  
  

  I look forward to receiving the surrender documentation and finalizing this matter swiftly.

  
  

  Thank you again for your assistance.

  
  

  Sincerely,

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

  Member ID: ********

  Preferred Contact: *****************************************************************

   

   

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

  Customer Answer

  Date: 05/12/2025

  Below are my concerns for BBB to Review:

  THIS IS MY BBB RESPONSE TO THE UNSIGNED VOLUNTARY SURRENDER AGREEMENT (***)

  Member ID: ********

  
  

  Dear BBB,

  
  

  Thank you for informing me of ResortComs response. They emailed me the document referenced via the attachment as a proposed surrender agreement.

  
  

  I do not accept or agree to sign the current version of the Voluntary Surrender Agreement (***) as written.

  
  

  Here is why:

  
  

  I submitted a formal hardship surrender on April 17, 2025, due to serious, ongoing financial and medical hardship. That surrender remains legally valid.

   

  The *** suggested surrender agreement they sent this afternoon to me via email:

  
  

  Contains extreme legal overreach, including clauses that would permanently waive my consumer rights and prevent me from truthfully sharing my experience.

  
  

  Attempts to force foreign arbitration under Mexican law, in Spanish, at my own expensewhile allowing the company to sue me anywhere. This is lopsided, predatory, and harmful to any U.S. consumer.

  
  

  Includes a confidentiality clause that conflicts with my legally protected rights to file complaints and seek public agency support through the ****, Texas Attorney General, and the BBBall of whom Ive already contacted.

  
  

  Falsely implies I used the membership, when I was never able to use it due to annual blocked availability. Despite this, I was repeatedly charged and penalized, even while following approved payment plans.

  
  

  I hereby reaffirm my original hardship surrender dated April 17, 2025, and my revocation of billing authorization dated May 1, 2025. I have submitted supporting documentation to all appropriate agencies. I will not sign away my legal rights under coercion or through an agreement that fails to reflect the facts of my case.

  
  

  I respectfully request that ResortCom revise its approach to reflect:

  Mutual cancellation without penalty

  
  

  No further billing or collection activity

  
  

  No credit bureau reporting or third-party collections

  
  

  Written confirmation of account closure

  
  

  I have attached the *** I was sent this afternoon. This statement above explains in detail why I cannot and will not sign it. My legal rights as a consumer remain fully intact and protected. I am seeking a fair and lawful outcome, and will not agree to any resolution that forces me to waive those rights.

  
  

  Sincerely,

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

  Member ID: ********

  Preferred contact: *****************************************************************

  Business Response

  Date: 05/13/2025

  Greetings,

  Yes once the original signed and notarized voluntary surrender docs is received from the mail, the cancellation of the membership will be process. Once its completed, an email cancellation confirmation will be sent stating that there will be no further obligation. Thank you

  Customer Answer

  Date: 05/13/2025

  Please reopen this complaint or at minimum update the record with this legally protective rejection and response. This is my formal and final statement for the file and for legal record:

   

  Formal Consumer Protection Statement and Rejection of ResortCom ***

  To Whom It May Concern,

  This document serves as my formal record of rejection and response to the Voluntary Surrender Agreement (***) presented to me by ResortCom International, LLC in response to BBB Complaint ID #********.

  I submitted a formal hardship surrender on April 17, 2025, due to extreme financial and medical hardship. I formally revoked all billing authorization on May 1, 2025. These actions are legally protected under federal and state consumer hardship protections.

  The *** provided by ResortCom contains predatory and one-sided legal clauses, including:

  - Forced arbitration in ****** under foreign law, including in another language

  - Confidentiality and gag clauses in conflict with U.S. consumer protection laws

  - Prohibitions on public complaint or legal relief

  - Waivers of my rights under federal and state statutes

  It requires me to waive federal rights, accept foreign arbitration in ******, and agree to gag/confidentiality clauses that violate my U.S. consumer protection rights. I have not received a fair or appropriate acknowledgment of my documented surrender. I am asking BBB to keep my complaint record open and/or updated with this clarification:

   

  I do not and will not sign this document.

  I reaffirm that I never agreedverbally, digitally, or in writingto any new payment plan or financial continuation after April 17, 2025. My April 17, 2025, extreme financial and medical hardship surrender is still protected under federal and state consumer and other laws. Any attempt to retroactively assert otherwise is false and unsupported. ResortCom never provided written denial of my surrender. Their actionsincluding charging my card after revocationhave been reported to the ***** the Texas Attorney General, and the BBB.

   

  To be clear, I am rejecting the *** not out of refusal to cooperatebut because it violates my rights. I will not waive legal protections to appease a company that already ignored my hardship and rights.

   

  I am requesting:

  - Full cancellation of my timeshare and loan agreement

  - No collections, no reporting to credit bureaus

  - Written confirmation of account closure without penalty

  This statement, combined with all my previously submitted documentation and formal agency complaints, represents my final position. I will not communicate further outside of formal legal or regulatory agency channels.

   

  Respectfully,

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

  Member ID: ********

  Email: *****************************************************************

  Business Response

  Date: 05/14/2025

  Greetings,

  Please be advised that voluntary surrender documents is a courtesy to you to break the contract that you have signed. According to your contract, you still have up until 2069 to make your maintenance fee payments. The original copies of the signed and properly notarized voluntary surrender fee is required by the club in order to proceed with your contract modification request. Thank you.

   

• Initial Complaint

  Date:04/30/2025

  Type:Product 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 request my concerns to be escalated to a member of management for immediate attention. I am deeply disappointed with the company's lack of responsiveness and the dismissive handling of my concerns. It took an unreasonably long time to receive a response from them, and when communication finally occurred, it entirely failed to address the issues I raised. Instead of providing meaningful assistance, their member services team's sole focus was on payments,insisting that the loan must be paid in full and all maintenance fees be current before any resolution can be considered. This approach is both unreasonable and dismissive, given the grievances I have. When I purchased this membership, I was assured it came with exceptional travel benefits, including significant savings and flexible vacation options. One particularly compelling selling point was the promise of a $99 family vacation abroad for a week. However,none of these promised benefits have been delivered. Instead, I have found the membership to be far more expensive and severely lacking in flexibility. I was not made aware during the sales process that access to many of the advertised benefits was contingent upon purchasing a separate Interval International account. These undisclosed additional costs and the inability to utilize promised features have made me feel misled and taken advantage of. This has caused unnecessary financial strain, and I believe it to be wholly unreasonable for them to demand full payment of the loan and past-due maintenance fees as a condition for addressing these legitimate concerns. I request that they nullify the loan associated with the membership, waive all outstanding maintenance fees, and issue a full refund for all payments made toward the membership. I want to give it back, as it has caused undue financial hardship and failed to deliver on its promises

  Business Response

  Date: 05/08/2025

  Greetings,

  We appreciate the opportunity to respond to the complaint filed by Mr. ******************* carefully reviewing his case, we confirm that the purchase of the membership was made voluntarily and with the proper signing of all contractual documents that clearly detail the terms and conditions of the program. As stated in the contract, there is a specific voluntary cancellation (termination) period, which has expired.
  The customer purchased a membership on August 11, 2022, and after a few days received an activation call, in which the customer accepted the terms and conditions of his purchase.
  With respect to the offers you mention, the agreement states that ******** is an independent company and that *********** has no jurisdiction in this type of offers, the prices mentioned are not under agreement.
  
  According to the terms accepted by the customer, the membership purchased carries a financial responsibility that continues to be in force. The company is not in a position to issue refunds, cancel the loan or waive maintenance fees, as there is no contractual justification for doing so.
  
  The contractual obligation will stand; Customer should remit any outstanding payments and continue to pay as contracted to prevent the account from being provided to collections.
  
  Saludos!
  
  ***** ******* *************** Director
  PH 3222248365  EXT 1001 ****************************************
  ********************* TOLL FREE ***************

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23265679
  
  I reject the business response and request that my concerns be escalated further. The response provided does not address the specific issues I have raised and fails to take into account the misleading information presented during the sales process. The allowed amount of time given to close the membership was insufficient for me to fully realize that I had been misled. I acted in good faith, trusting that the representatives were accurately reflecting the terms and benefits in the paperwork I was signing. Unfortunately, it is now clear that critical details were omitted or misrepresented. While mistakes can happen, I expect the company to take accountability for the errors made by its representatives and work to correct this situation. I am extremely disappointed with the dismissive nature of this company. The focus on enforcing payment compliance, requiring the loan to be paid in full and maintenance fees to be current, before considering any resolution, is unreasonable and ignores the core of the complaint. My concerns are about the lack of transparency, unmet promises, and misleading practices that have led to this issue. Being current, or paid off, would not fix any of those concerns. When I purchased this membership, the sales team emphasized exceptional travel benefits, flexible vacation options, and significant savings, including the opportunity for a $99 family vacation abroad for a week. These perks were a decisive factor in my decision to join. The costs are significantly higher than comparable platforms, and the flexibility promised during the sales process is nonexistent. I was never fully informed that having an Interval International account was necessary to access many of the benefits I was promised, and I should have been clearly informed of this at the time of purchase. The additional financial burden of another membership, combined with the disparity between what was promised and what has been delivered, has left me feeling exploited. It is entirely unreasonable to require me to continue payments for a membership that has failed to deliver on its promises. I am requesting that the loan be nullified, maintenance fees waived, and a full refund issued for all payments made toward this membership. 
  
  Sincerely,
  
  ***** Craft

  Business Response

  Date: 05/22/2025

  Greetings,

   

  We have reached out in order to resolve this complaint. The consumer has a contractual obligation due under the terms and conditions of the contract in which they executed. The company has no complaints at all from the consumer about these allegations made. At no time was the consumer held against their will and they were not forced to sign anything. They purchased the membership around august 8, 2022, then went through an account activation process and confirmed the purchase which occurred days later on or around august *******. Members then were provided with waivers and concessions to their account. Member has personally banked unutilized time on the account.Upon obtaining the complaint, the company reviewed the matter and has provided the customer with a ************* offer. This offer consists in left the membership paid in full and offers to have points equivalent to what the member has paid in principle, complying with the maintenance fees at the expiration date of the membership. There will be no further concessions, or a refund provided to the customer. The contractual obligation will stand should the customer not with to proceed with the Golden ticket offer, Customer should remit any outstanding payments and continue to pay as contracted to prevent the account from being provided to collections.
  
  After this we kindly request BBB to close this complaint, we believe that the offer made to the member is fair and adequate to his situation.
  
  Best regards!
  
  
  ***** ******* *************** Director
  PH 3222248365  EXT 1001 ****************************************
  ********************* TOLL FREE ***************

• Initial Complaint

  Date:04/25/2025

  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.

  Dear Resort Com,I am reaching out to formally express my frustration regarding ongoing issues related to my timeshare with El Cid, for which I understand you are the primary U.S. processor.Despite my clear intent to exit the timeshare, I have been receiving near-daily billing notices and phone calls from Safeguard and ***************************** These communications have continued even though I have made multiple complaints, which have been largely ignored. Instead of addressing my concerns, these agencies have persisted in contacting me to collect payment for a timeshare I no longer wish to be part ***** feels like harassment to not be fully addressed of my complaints but have two separate companies that are working with El-Cid attack **** respectfully request that this matter be investigated and resolved promptly.

  Business Response

  Date: 04/30/2025

  Greetings,

  Please provide your account # or contract # so we can further review and assist you with this BBB complaint. Thank you

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23250116
  
  Here's my Owner **********

  I also found the original email that's related to my original cancellation request

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

  Business Response

  Date: 05/06/2025

  Greetings,

  ResortCom is a third-party service provider and does not have the resources or the authority to make decisions or provide solutions to any matters that do not include reservations, collections and accounting, loan and maintenance fees, any other concerns other these need to be directed to the proper entity or authority.  ResortCom will be in contact with the property and will forward any new information we receive.Thank you

  Business Response

  Date: 05/07/2025

  Greetings,

  Mr.& Mrs. ********** purchased their ********************* membership on August 15th,2 2023. During the verification process all questions regarding the benefits, privileges, amenities and contractual obligations for both parties were informed and agreed to. ************** ********** were granted a special exception on their contract to be able to accelerate points (bring points forward from their final use years, a benefit which only applies to VIP contracts.
  
  When contractual payments on their membership began, payments were not processed due to the card declining. Contact efforts were made, via telephone and email, to address any concerns and.or questions members may have had but El Cid did not receive a response. With no response from members, contract was assigned to an external collection agency in November 2024. January 2025 members contact ****** stating they wish to discuss the membership, call back was offered with no response and a voicemail was left.
  
  Members sent a cancellation request email in March 2025, contract is still assigned to Collections. El Cid has had and still have every intent to work with members.Their lack of response has complicated efforts; however as mentioned El Cid is happy to speak and solve this situation.
  
  ***** ******|Post Sales Manager
  *********************

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23250116
  
  I am rejecting this response because: You have taken all but the timeshare away from me, I do not wish to have this contract at all. Because of the instructions that were sent to us by ***** ****** and **** to cancel the Spinnaker time share, it has made an impact on our credit score. We were told that this is how to get out of it without any issues. It has led to a foreclosure and apparently capital gains taxes that we had absolutely no idea about. I've been communicative that I want out of this timeshare and gave plenty evidence that I have been trying to do so.

  I would like a full cancellation of this contract, plain and simple.

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

  Business Response

  Date: 05/12/2025

  Dear Mr. ***** Mrs.**********,
  El Cid is fully willing to work with you to clarify this situation and find a resolution for both parties.
  To better understand your perspective and begin working together, please provide us with your contact information.
  We look forward to your response.

• Initial Complaint

  Date:04/25/2025

  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.

  For years now we've been seeking resolution and relief from the financial and emotional burden this timeshare contract places on us, and Resortcom has been apathetic and unhelpful despite profiting off of our clearly desperate situation. Weve tried communicating our hardships to ResortCom and the timeshare company. Weve reached out multiple times, providing substantial documentation of our financial constraints, including disability statements and proof of limited income, hoping for some compassionate resolution. Every interaction has ended with empty promises or no response at all.Last spring, we were told to wait for a decision from "the club." Months passed with no word, only to finally hear back in June that someone would discuss our options. Yet, when we tried to connect, those discussions never materialized. Our follow-up emails have been ignored or dismissed, including the one we sent last month. Weve even been told by representatives who could not assist us that it's not their "job" to help, but were not referred to someone who could. Its maddening to be caught in this system where nobody takes responsibility, and our finances and well-being are collateral damage.We are not asking for anything unreasonable, and never have been. we simply seek the release from a contract that we can no longer sustain. The toll this has taken on us is immense, affecting our mental health and financial stability. We deserve to be heard, respected, and relieved of this burden. We urge ResortCom to do the right thing and allow us to cancel our timeshare. Please, help us rectify this situation so we can finally move forward with our lives.

  Business Response

  Date: 05/12/2025

  Greetings,

  ResortCom is a third-party service provider and does not have the resources or the authority to make decisions or provide solutions to any matters that do not include reservations, collections and accounting, loan and maintenance fees, any other concerns other these need to be directed to the proper entity or authority.  ResortCom will be in contact with the property and will forward any new information we receive.Thank you.
  

  Business Response

  Date: 05/13/2025

  Greetings,

  We tried calling the member for membership cancellation but no answer. Thank you

• Initial Complaint

  Date:04/24/2025

  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 formally request the cancellation of my timeshare contract due to the high-pressure sales tactics and misrepresentation I experienced during the sales presentation at the ********************************. I was initially enticed with the promise of a free breakfast and massage in exchange for attending a brief presentation, but the process turned into an overwhelming five-and-a-half-hour ordeal filled with constant pressure, manipulative tactics, and confusing offers. Despite repeatedly expressing my lack of interest and financial constraints, the salesman and his manager continued to pressure me, presenting unclear and misleading information about the purchase, such as guarantees to sell my existing timeshare and claims of real estate investment benefits. Feeling mentally exhausted and coerced, I ultimately signed the contract, which I deeply regret as it does not align with my needs or financial plans. I am requesting the immediate cancellation of this contract to relieve the unnecessary financial burden and anxiety it has caused me.

  Business Response

  Date: 05/05/2025

  Greetings,

  We have reached out in order to resolve this complaint. The consumer has a contractual obligation due under the terms and conditions of the contract in which they executed. The company has no complaints at all from the consumer about these allegations made. At no time was the consumer held against their will, and they were not forced to sign anything. They purchased the membership around Oct *******, then went through an account activation process and confirmed the purchase which occurred days later on or around Oct 25,2025.
  The contractual obligation will stand, the client must comply with the promissory note and the signed agreement.
  
  
  Saludos!
  
  
  ***** ******* *************** Director
  PH 3222248365  EXT 1001 ****************************************
  ********************* TOLL FREE ***************

   

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23243643
  
  I am rejecting this response because:

  I reject the company's last statement dismissing my complaint and asserting that I must honor a contractual obligation. Your response fails to acknowledge the essence of my grievance, which emphasized the coercive high-pressure tactics and misrepresentation I endured during the sales presentation. The prolonged five-and-a-half-hour experience at your ******************************** left me feeling mentally exhausted and manipulated into signing a contract under duress. By dismissing these concerns, your company is effectively ignoring legitimate complaints from a customer who was subjected to unethical sales practices. I firmly request that you review your policies and provide a cancellation option, given the circumstances. Your refusal to address this matter fairly only further highlights the predatory nature of these tactics. I insist on an immediate resolution to cancel my contract to alleviate the financial and emotional distress this has caused.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 05/28/2025

  Greetings,

  In response to Mr. ******* ********** complaint, the company would like to clarify the following:
  The consumers completed an upgrade to a 2,200-point membership on October 15, 2024. A few days later, around October 25, 2024, he received an activation call during which the purchase, the membership benefits,and his responsibilities as members were thoroughly reviewed. Following this call, the membership was formally activated.
  At no point during or after this activation process was any concern or complaint received from the consumer regarding the sales experience or the validity of the contract. There is no record of any grievance prior to the current complaint.
  As of today, the cancellation period stipulated in the contract has expired. Therefore, under the terms and conditions agreed upon,the company is unable to offer a cancellation.
  The company maintains that the contract was entered into voluntarily and that all proper procedures were followed.
  The contractual obligation will stand; Customer should remit any outstanding payments and continue to pay as contracted to prevent the account from being provided to collections.
  
  Best regards!
  
  ***** ******* *************** Director
  PH 3222248365  EXT 1001 ****************************************
  ********************* TOLL FREE ***************

• Initial Complaint

  Date:04/22/2025

  Type:Product 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 had paid $ USD ******* as payment towards Resort rooms( two rooms for my own family 2 adults and 3 young adults children) booking at ****************************** on March 10 for my family vacation ( family of 5 ) and I was issued room confirmation emails on March 14 . After receiving the confirmation email I had book our flights from ******* to ****** ******. On April 11 I received a call from Tafer resorts reservation department stating that only one room is confirmed and the other room is not available . Then the person told me to make a reservation for additional room directly from the resort **************** web site for additional price per person. This was shock to me and I had already made all our travel plan to and for from ******* to ******. I tried calling them every alternative days to find solution . I was directed to call the sales person whom I had initial booked my vacation plan. He told that we would get back to me with solution within 2 to 3 days. But still today I haven't got any positive solution. I had requested them to cancel my booking and refund the entire money. I tried multiple times but no reply from them. I have spent lot of money additional air tickets which costs $ 2500 USD. Break down of the payments Room 1 $598 is the gift certificate purchased from the company, additional resort fee of ****** + 180 for upgrade fee Room 2 1440 + ****** ( resort fee for my children) and paid upgrade fee of 400 transportation fee of 370 USD . Due to this I'm under lot of stress and anxiety. Please do the needful at the earliest.

  Business Response

  Date: 04/23/2025

  Greetings,

  Please provide us an account number or contract number so we can further assist you with your BBB complaint. Thank you

  
  

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair 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.

  We are filing this complaint to address the fraudulent practices and unethical service weve experienced with Tafer Resorts regarding our timeshare (Contract #: CP010384-005). During the purchase process, we were pressured relentlessly with misleading promises, including free excursions, exclusive benefits for friends, and upgraded accommodationsall of which were later not honored or disputed during our stays. Weve faced persistent issues such as unavailable amenities, malfunctioning facilities (e.g., a broken hot tub and unsecured oven), and inadequate room designs (lack of drawers at *********************************). The sales pitch claimed financial support via rental options, but no such assistance was provided despite mounting costs. Worse yet, every visit involves being forced into lengthy meetings, cutting into our vacation. We attempted to cancel but were refused assistance due to an outstanding debt, further exacerbating our difficult financial situation caused by excessive maintenance fees. We urge the BBB to take action against these deceptive practices.

  Business Response

  Date: 05/06/2025

  Greetings,

  ResortCom is a third-party service provider and does not have the resources or the authority to make decisions or provide solutions to any matters that do not include reservations, collections and accounting, loan and maintenance fees, any other concerns other these need to be directed to the proper entity or authority.  ResortCom will be in contact with the property and will forward any new information we receive. Thank you

   

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23233204
  
  I am rejecting this response because:
  We respectfully reject ResortComs response and would like to clarify the ongoing seriousness of our complaint.
  While ResortCom states that they are not authorized to address our cancellation request or resolve the issues we have raised, precisely this lack of accountability among the parties involved perpetuates our problem and leaves us without recourse. Simply forwarding our concerns to the property offers no meaningful support and fails to resolve the true hardship and financial distress we are experiencing.
  As we highlighted initially, the issues we submitted to the BBB merely scratch the surface. Upon upgrading to ***********************, our fees increased significantly, but our experience has only deteriorated, with more facility problems and unfulfilled promises than we faced previously at ****************. The rising costs, mounting maintenance fees, and deceptive sales practices have placed an overwhelming financial burden on us, especially when compounded by recent family health issues and the residual impacts of the COVID-19 pandemic.
  Additionally, we were explicitly promised support and options to rent our unit to offset some of these burdens. No such help has been provided. Despite repeated attempts, we continue to receive no assistance or viable solutions. The inflexible stance that our account must be in good standing before even discussing cancellation feels unreasonable and exploitative given the circumstances. We are left paying for something we can no longer use and never received the full benefits promised.
  Sincerely,
  
  **** And ***** *******

  Business Response

  Date: 05/09/2025

  Greetings,

  Please see attached resorts response. Thank you

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23233204
  
  I am rejecting this response because:
  
  
  Dear Better Business Bureau,
  We appreciate the opportunity to respond to the denial of our timeshare cancellation request for contract 34CP00010384-005. While the company asserts that we did not provide sufficient documentation regarding our recent family emergency, we communicated our circumstances clearly to Tafer Resorts, explaining the ongoing illness of our father-in-law and the challenges this has placed on our finances and ability to travel. Despite assertions to the contrary, we have not received meaningful follow-up or flexible solutions from Tafer Resorts and have found it extremely difficult to maintain our membership under these changed conditions.
  Additionally, our experience has included persistent high-pressure sales tactics, unfulfilled promises regarding amenities and member privileges, and persistent issues with unit maintenance and services. These factors have left us unable to fully benefit from our timeshare, and we believe our grounds for cancellation are both reasonable and supported by our experience. We respectfully request that our unique circumstances and the history of service issues be given further consideration in reviewing our case.
  Sincerely,
  
  
  **** and ***** *******
  

  Business Response

  Date: 05/29/2025

  Greetings,

  Please see resorts BBB response attached. Thank you.

   

   

   

   

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23233204
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** And ***** *******

  Customer Answer

  Date: 07/25/2025

  More We have been released from *************. We kindly ask that you remove the negative complaint we originally posted on April 22, 2025, and mark it in your files as SATISFIED. ...

• Initial Complaint

  Date:04/22/2025

  Type:Product 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.

  August 2, 2024, we were pressured into purchasing an upgrade under misleading and unethical conditions, and we are requesting your assistance in pursuing the cancellation of this upgrade and a refund of the associated charges. Despite our repeated statements that we were not interested, for over 5 hours, representatives continued to press us by presenting scenarios to show us how we could afford the upgrade, altering financial figures, and offering incentives such as access to the spa and elite reserve ************* service. They also kept our personal ID for an extended period of time, preventing us from leaving, until we requested an update & the return of our ID. During the presentation, we were served alcoholic beverages. After we had been drinking for a period of time, we were asked to sign a paper stating impairment from alcohol could not be used to nullify the agreement. We believe this tactic was unethical and manipulative, especially given the gravity of the financial commitment being pushed upon us. A selling point of the upgrade was the promise, made by ****** *****, that we could rent our ownership to offset costs. Based on this assurance, we made the purchase. We have attempted to list the property for rent through ****, but have been unsuccessful. We have not used the upgrade and have received no support from the company in addressing our concerns. We were told that we must pay the loan in full before they will help us surrender ownership. We are also facing hardship. I have been diagnosed with prostate cancer, had a prostatectomy, and am recovering from radiation therapy and surgery. My spouse has undergone major back surgery, including lumbar spinal fusion, and is also recovering. Both of us are retired, which has resulted in a drop in income. These hardships make the ownership a burden. We were sold this upgrade based on lies. We want a refund for the upgrade and our account closed. Help us resolve this situation in a fair, just, and timely manner.

  Business Response

  Date: 05/06/2025

  Greetings,

  ResortCom is a third-party service provider and does not have the resources or the authority to make decisions or provide solutions to any matters that do not include reservations, collections and accounting, loan and maintenance fees, any other concerns other these need to be directed to the proper entity or authority.  ResortCom will be in contact with the property and will forward any new information we receive. Thank you

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23232651
  
  I am rejecting this response because:

  RE: 23232651
  
  

  Dear Mr. **** *******,

  
  

  We appreciate ResortCom following up regarding our concerns. However, we must respectfully reject and disagree with their response, as it does not address our issues within the 14-day response window established by the BBB for this complaint. To date, we have not received any further communications from the BBB, the timeshare company, or ResortCom providing updates or resolution details.

  
  

  ResortCom initially stated they were contacting the property and would forward any new information to us, but we continue to wait for an update. We kindly request that they provide additional details or direct us to the appropriate resources as soon as possible.

  
  

  We would like to reiterate that we felt pressured into purchasing an upgrade under unethical and misleading circumstances. Despite explicitly objecting, ResortCom/Tafer Resorts *** representatives persisted, including bringing in additional individuals to manipulate the financial figures and present scenarios designed to make the upgrade seem affordable. They enticed us with incentives such as spa access. exclusive beach services and dinner, while also withholding our personal ID and documents for an extended period, which prevented us from leaving the presentation. Our ID was only returned after multiple requests.

  
  

  Furthermore, during this session, we were served alcoholic beverages. After consuming them, we were asked to sign a document stating that alcohol impairment could not be used as a basis to nullify the agreement. This series of events felt highly manipulative, especially considering the seriousness of the financial commitment being imposed on us.

  
  

  They also assured us that we could rent out the property to offset costs, as stated by ****** *****. Acting on this assurance, we proceeded with the purchase. However, attempts to rent the property through **** and other online apps have been unsuccessful, and ResortCom has offered no support in resolving these issues. Additionally, we have not utilized the upgrade in any capacity, and we have been informed that we must pay off the full loan before surrendering ownership, which further exacerbates our distress.

  
  

  Our circumstances are also significantly affected by personal hardships. I am currently recovering from prostate cancer, including surgery and radiation therapy, while my spouse is recovering from major lumbar spinal fusion surgery. Both of us are retired, and these health issues, combined with financial challenges, make ownership to this timeshare an unmanageable burden and the visits to this timeshare undesirable.

  
  

  We firmly believe that this upgrade was sold to us through false and manipulative practices. Therefore, we respectfully request the cancellation of the upgrade, a full refund of all related charges, and the closure of our entire account.

  
  

  We kindly ask for the BBBs assistance in resolving this matter fairly, promptly, and justly.

  
  

  Thank you for your attention and continued support.

  
  

  Sincerely,

  
  

  ******* ********* & ***** *****

  
  

  ******* ********* & ***** *****

   

   

  
  
  Sincerely,
  
  ******* & ***** ********* & *****

  Business Response

  Date: 05/22/2025

  To whom it may concern,

   

  In regards to BBB Serving ***************, Consumer Complaint #********, The company would like to respectfully respond to the above-referenced complaint and clarify the following:
  At no point are individuals obligated or forced into purchasing a membership. The Membership Agreement contains multiple sections that clearly outline rental and investment expectations, explicitly stating that rental arrangements are the sole responsibility of the member.
  Furthermore,we believe the member was not misled, as all relevant terms and conditions are clearly presented in the documentation provided at the time of purchase.Members are given these materials for their personal review and are afforded an additional five (5) days after the date of sale to reconsider their decision and, if desired, cancel their purchase.
  In light of this, the company kindly requests that the member honor the contractual obligations to which they agreed.

  
  Best regards,

   

  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23232651

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

  We reject the business response and would like our communication forwarded to them for a response. Thank you for your assistance in this matter as we work toward a resolution that is fair and reasonable.

   

  RE - Complaint: 23232651

  *******,
  We appreciate your response and the time taken to address our concerns, but we must respectfully reject your reply as it fails to provide a feasible or satisfactory resolution to the issues we have outlined. It is extremely disheartening to be met with such dismissiveness, especially as loyal consumers who feel misled and unfairly treated.

  The experiences we have shared with you are valid and deeply troubling. Your response insinuating disbelief in our account is not only dismissive but insulting. Just because paperwork exists does not invalidate the verbal misrepresentation made by your representatives. The documents we signed under the influence of alcohol, served by your team during the presentation, do not absolve your company of accountability and responsibility. This practice was unethical and manipulative, and it should have no place in your sales process.

  The promises made to us during the sales pitch, including the ability to rent out our ownership to offset costs, have proven empty. We took these assurances in good faith, only to discover they were misleading once our efforts to rent fell short. This feels calculated and deceptive.

  Our recent personal hardships, including significant health issues and a reduced retirement income, as detailed in our previous communication, create a situation where maintaining this is not feasible. These circumstances only exacerbate the undue financial and emotional burden your companys actions have placed upon us.  
  We ask that you escalate this matter to an executive if necessary. It is imperative that this situation be rectified. Our expectation is clear: void the upgrade, refund our money, and close our account to alleviate further financial strain. If you refuse to take these actions, we are prepared to escalate this matter through other channels, including PROFECO, as we will have no other choice but to get them involved.

  We hope that you will address this in good faith and work toward a resolution that is fair and reasonable.
  Enough is enough.  
  
  Sincerely,
  
  ******* ********* & ***** *****

  Business Response

  Date: 06/13/2025

  To whom it may concern,

   

  In regards to Consumer Complaint #********, The company would like to clarify that our response is in no way intended to question or dismiss the concerns youve raised. However, the terms of the contract are clear, and the issues youve mentioned are addressed in the documentation you signed and received.
  
  Regarding your membership, you are welcome to rent it out to generate income to offset the cost. However, the company is not responsible for managing or facilitating that process.
  
  Additionally, we would like to reiterate that alcohol consumption is the responsibility of each individual. While alcohol is available, we also offer a variety of non-alcoholic beverages, including water,juice, and soda.
  
  We kindly ask that you continue to adhere to the contractual agreement you signed.
  
  Best regards,
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

  Business Response

  Date: 07/09/2025

  Greetings,

  
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel your membership but there will be no refund.Please see attached Voluntary Surrender documents. Thank you.  

  
  

  Customer Answer

  Date: 07/23/2025

  We are satisied with the offer. we have responded by submitting the requested documents to the company.