ComplaintsforResortstay International, LLC

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017 my wife and I attended a timeshare presentation at the *********** Las Vegas. We rejected their offer of becoming an owner and were offered three certificates for 8 day, 7 night free vacation for which we paid ******. The sales person informed us that the certificates did not expire and went over the document that was provided to us that explained the terms and conditions. Further more, the sales person gave us a story indicating that a person who purchased these certificates lost them and redeemed them 10 years later. This is all far from the truth. On 10/14/23 we attempted to send out a certificate in hopes of going on vacation. We were told that these certificates expired and are useless. I expressed my concern with the lying from the sales person and they simply shut me out stating that they cant do anything about it. In my opinion this is fraud as they feed families lies about their product and when it comes down to rendering the product the simply say they cant do anything about it.

  Business response

  10/26/2023

  Thank you for alerting us to this situation. We will review this matter and a manager will contact you to discuss our findings. From what you describe this should be easy to resolve. Thank you.

  Customer response

  10/26/2023

   
  Complaint: 20781496
  
  I am rejecting this response because I have discussed this concern with more than 6 people at your company. From the start of this issue I was not able to connect with someone until three days after the initial call due to no one knowing who can help me. I was finally able to speak to a manager on 10/25/23 and was told that you guys will not do anything. I expressed concerned over the misinformation your sales people are feeding the attendees of your timeshare presentation and he acknowledged the issue. The manager also noted that this issue has been consistent and Im not the only one. However, they will not be able to provide help. This matter is serious in my opinion because your sales people are providing misinformation to get their commission and you guys are quick to just deny. As I stated before, my wife and I talked to four people during our visit and everyone that we talked to stated that the three certificates never expired, even after reading the regulations. This solidifies my belief of fraud so that the company can make a sale. Lastly, if the certificate program is no longer available it would be professional to contact the purchasers of the certificates in a timely manner to inform them about the program instead of waiting for them to reach out. Its is sad that you guys are persistent with trying to sell a timeshare, making follow up calls to see if a decision has changed but you guys dont provide that support to those who dont purchase a timeshare but instead purchase programs from you. 
  Sincerely,
  
  ***********************

  Business response

  11/01/2023

  A manager will contact you to discuss this situation. Certificates do have an expiration date however we will see what we can do to accommodate you. Thank you for your patience.

  Business response

  11/14/2023

  These certificates are 6 years old and have long since expired. Read the terms on the certificate. Their is nothing we can do for you.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My girlfriend and I went to a home and garden show in *********** back in February. We ended up buying a trip to ******* for $99.00 which we thought was a good deal. We had never thought of it being a bit of a scam but then we realized it was mainly for time shares. The lady that was in charge of the booth never asked ** if we were old enough to even participate in the presentation that we would have to attend once we got to *******. We later found out that the age we needed to be was 27. Both of ** are under the age of 27. We called the phone number on the packet we received and eventually someone answered and told ** that we would be getting a refund since they messed up. 3 months later I still haven't gotten anything.

  Customer response

  06/05/2023

  We are wanting a refund. 

  Business response

  06/07/2023

  Thank you for alerting us to your situation. A refund is being processed. Have a nice day.

  Customer response

  06/07/2023

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

  Business response

  07/04/2023

  Thank you for alerting us to this situation. We will look into it. If you paid with a debit or credit card your refund would have been in the form of a credit to your account. Thank you.

  Customer response

  07/07/2023

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

  Business response

  09/25/2023

  I still haven't received my refund from the company.  

  Business response

  10/10/2023

  We are glad we were able to resolve this matter to your satisfaction. Thank you.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a trip with them in January. In February the business was bought by another company. I was NEVER informed about this. I just found out about this today 5-25-2023.Because I called to transfer my trip. I requested a refund because when I purchased the trip I was told that I could transfer it. They did NOT want to avoid are me. So I am contacting you for you to help me!

  Business response

  05/26/2023

  Thank you for alerting us to your concerns. We will review your account history and do our best to determine what happened. A Manager  will contact you to discuss our findings. Thank you and have a nice day.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted in January about a trip to Vegas. On my way to Vegas on February 13th 2023 my trip was canceled and booked for February 14th ******************************************************************************** ***********. I was not able to make it to my resort Until last night and paid for a trip I didnt even have a chance to utilize. The customer service is very poor, I have been insulted and hung up several times and was informed that an email would be sent to upper management and it was never done. I would not recommend this company to anyone until they make me feel valued and explain their inclement weather policies. Also my womanhood was bought up several times by a manager and Im not sure if I should take legal action because of the poor service and insults. Also a manager told me yesterday should would like and see what she could do for my stay and I never received a phone call from her today 2/15/2023. I was actually insulted by her when I called to follow up. I am truly disappointed in this company and who they employ to represent them. No one deserves what happened to me and hopefully someone hire up reaches out for some type of conflict resolution that needs to be implemented. I think the program could be great if their employers implement empathy and professionalism. I hope this helps someone. I recorded my entire experience and hope to bring resolve to this issue without getting a third party involved.

  Business response

  02/16/2023

  As a courtesy we gave this guest a complimentary room night and a $100 dinning card. This should resolve this matter. Thank you.. 

  Customer response

  02/17/2023

   
  Complaint: 19414002
  
  I am rejecting this response because:
  I was insulted and I was ridiculed and I repeatedly asked to speak to a supervisor and still havent heard from anyone in the higher position and I have asked last week. The day that was comped because someone had to force them to and I didnt get my complete stay I only stayed for two days even with the comped night. I hope to hear from someone. I tried to call yesterday because Im still in the room and they informed ** not able to call them or book with them in the future with even speaking to a higher up. I hope we can find a better solution and I can be issued an apology and given some empathy and a refund my trip was a nightmare. 
  Sincerely,
  
  Winter Savage

  Business response

  02/17/2023

  We believe we have gone above and beyond to satisfied this consumer. There is nothing more we can do for her. As far as we are concerned this matter is closed. Thank you.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RSI called me early February asking if I was planing a trip to *** Vegas and indeed I was I was excited to find out that for attending a tour I could pay the discounted rate and stay at the jockey resort. I accepted the offer and was booked a day or so later they called me back to tell me the jockey was full but they were putting me in another hotel called rio I arrive to rio on my scheduled day and time only to find out there are no reservations in my name . I reached out to the booking agent via email by phone left messages still as of today no response. I was looking forward to coming on board because me and my husband travel so very much but this has me worried.

  Business response

  02/16/2023

  We apologize for the confusion with your accommodations but it is our understanding that everything eventually worked out. We appreciate your business and hope to see you again soon. Thank you.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 8th we received a phone call from RSI offering two vacations for $99. We asked the original lady that called could we book it for the following day (Dec. 9th) in ****** or ******* since we were already planning to go on a trip. She told us that the ****** location was booked but they had two locations in/near ******* available. They were the ****************** or the ****************. We chose the ****************, she transferred us to ********************* to finalize everything. **** told us that there would an up charge of $110 for the upgrade to Monumental. We completed our reservation with **** with no ************ paid both the $99 & the $110. After a 7 hour trip we arrive at the **************** to find out we did not have a reservation. We then called ********** was gone for the day. We requested to speak to the manager who is ***************************. He then explains there is nothing he can do but send us to a hotel called the *********. We arrive at this hotel and its horrible. Check in took forever, the room is disgusting, the most unclean room Ive ever stayed in-if we are being honest. I called *********************** and he acts like he is doing us a favor by giving us a **** gift card to reimburse for the upgrade, THAT WE DID NOT EVEN RECEIVE. He repeatedly said there was nothing he could do except put us somewhere else but he would have to charge us again. My husband and I agreed to this because we wanted to finally buy into a time share but we 100% will be buying a time share, but with a different company since this is how RSI handles future members- I can only imagine how they do existing members. And to top it off we still HAVE to go to the meeting, just to receive the reimbursement for the upgrade that we did not receive. *** never left a complaint with the BBB (Ive never even left a bad ****** review) but this is honestly CRAZY that no one is willing to even help in a situation where you feel completely screwed over!

  Business response

  12/12/2022

  Thank you for alerting us to this situation. We regret that your experience with us has been unsatisfactory. What you describe should never happen. We will thoroughly review this matter and a Manager will contact you to discuss it further. We hope to resolve this to your satisfaction. Thank you.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a reservation with this company on ********* Only received an email with the receipt for $99. Never received any information there after and that was two months ago. There is no way to contact this company. They have no available telephone numbers or email addresses. This is a scam.

  Business response

  11/16/2022

  This is no scam. You purchased a vacation package from our company. A confirmation was sent to you with a reminder to call our reservation department with your preferred dates of travel. We have not received a call or email to date with your request. An agent will contact you to discuss how this matter may be resolved. We remain ready and able to provide you with the vacation promised.Thank you.

  Customer response

  11/17/2022

   
  Complaint: 18340882
  
  I am rejecting this response because: I called this company with my dates. This trip was pre planned before I ever called them.  
  

  The fact still remains that the only information that I received from them was my receipt ?? for$99 nothing else. No trip detail, no hotel information, or any information on the receipt that helps you contact them directly. I lost out on money because of them. 
  
  yesterday they called me after they sent me an email with my trip information. Again information that I never received until I contacted the BBB. ******* on the phone let me know that the email was automatically sent, which was an absolute lie. Then says they have me recorded stating that I never asked for specific dates. This is also a lie. I picked my dates with the first rep and then was transferred to another rep to confirm and pay. Again I called with my dates for vacation pre planned. They messed up and this company will be sued in due time. 
  Sincerely,
  
  ***********************************

  Business response

  11/17/2022

  We have done our very best to provide this consumer with the services promised. He is very confused as to what has transpired with the booking of his vacation package. Our records indicate he never gave us his travel dates. In a phone call of 11/16/2022 he said he did not know the dates and would have to check with his wife. We will be more than happy to work with him in booking his vacation but he needs to work with us. If he wants to cancel, we will refund the purchase price of the package. Thank you.

  Customer response

  11/19/2022

   
  Complaint: 18340882
  
  I am rejecting this response because: I have already disputed the charges and contacted my lawyer. I have attempted to contact this company for weeks with no avail. I called in with my plan details in at least one of the calls but I will get down to the bottom of that. But here are the facts: after purchasing the package I only received a receipt ?? from this company with minimal information on it. The receipt (attached) has a number and website on it that does not work. The company only reached out to me with an itinerary and concerns after I contacted my attorney and the Better Business Bureau. I urge anyone that is reading this comment to read the other reviews from this company on the BBB page and also on all social media platforms. They all say that it is a scam.
  
  Sincerely,
  
  ***********************************

  Business response

  11/21/2022

  Again if you are not satisfied with your purchase, we are happy to cancel and refund the purchase price. This scam talk in nonsense. Thank you.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was sold a getaway package with specific details to room 2 queens and sofa bed. When I called the hotel to check on the reservation I was told it was only a king size bed. I have multiple times and Chandra W**** is not helpful at ALL she just turn me away to deal with a agent by the name Kyle who gave the details of the room I was going to get in the package I was purchasing and Kiera C****** whom took the payment also confirm the room details. Every time I call back to discuss this and request a supervisor or manager I get transferred to Chandra who again like I said before is rude and not helpful. When I ask for her manager she tells me I need to call back because no supervisor or manager is in. Which we know is not truth. I really hope your calls are recorded. I am being sold something and hotel has different information. This false information this is NOT right! and definitely NOT the way to treat potential NEW OWNERS

  Business response

  09/02/2022

  Business Response /* (1000, 5, 2022/07/29) */ It is our understanding that this matter has been resolved to the purchaser's satisfaction. Thank you.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a membership and received a free two night stay in Las Vegas I sent in the certified mail on the date required and had been making payments for my membership but was never provided my confirmation for my stay never received my free two night stay and paid almost 1000 dollars towards the membership. I stopped paying because none of what they sold me was true I could not use my membership as they showed in the presentation and was never able to use my free two night stay

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/04/05) */ Your account has not been in good standing since 2018. We would like nothing more than to get you back on track and provide you with the vacation promised. We recommend you contact Financial services who will be happy to assist. Thank you. Consumer Response /* (3000, 7, 2022/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I stopped paying because when I tried to use the membership as stated and when I tried to book my free trip I was unable to so I am not paying for something that is not what I was told it would be. I don't want it I want it off my credit and at this point I don't care if I have a free trip I put in enough money for services I couldn't use and I will not put anymore money into a membership that didn't work the way I was told it would. Business Response /* (4000, 11, 2022/04/19) */ We regret to learn that you are unhappy with your membership. However as we stated in our previous response when your account is not in good standing, you may not access its benefits. We are more than willing to work with you to resolve this situation. A Manager will contact you to discuss this further. Thank you.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a $399 package with RSI for three 1 week travel vouchers with no expiration. It was purchased at the Jockey Club timeshare presentation. I sent in the voucher with the $75 procession fee as stipulated but did not receive access to live inventory. When I call they say they have no record of me and pass me off to another company not affiliated with RSI. I guess I was scammed. if I do not receive what was promised or a refund of all monies I will file in small claims court.

  Business response

  07/11/2022

  Business Response /* (1000, 8, 2022/02/15) */ We will thoroughly review this matter and get back to you. This should not happen. If for some reason your package was not properly registered we will take care of it or refund your purchase monies. Thank you.

*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. ↩