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:06/09/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Were writing to bring up the horrible behavior regarding Sapphire Resorts. We had purchased a timeshare with them in the past thinking wed be able to vacation freely and enjoy ourselves. Instead, when weve tried scheduling one, weve been cancelled on with no reasoning or explanation for the cancelation. We even paid the extra 100 dollars to extend usage before cancellation. Since they dont want to let us use the property, we requested to cancel our membership. We have fully paid off the mortgage and have paid through our yearly maintenance fees but they still wont let us out. We have some private matters that are currently making the timeshare even more of a burden than it already is. This is a disgusting business practice, especially considering they have lied to us repeatedly, while weve fulfilled all our obligations to Sapphire

  Business Response

  Date: 06/12/2025

  We're truly sorry to hear about the difficulties you experienced with your recent reservation. Our team is here to help and ensure your concerns are addressed promptly.
  
  Upon reviewing your account, it appears there was an issue with your credits that required a rollover to complete the reservation. Unfortunately, due to system differences, *** was not aware that your credits had been extended and mistakenly canceled the reservation.
  
  We do see that you've had four successful reservations in the past, and we remain committed to providing you with many more memorable vacations in the future.
  
  While we are currently unable to process a membership cancellation, we are confident that we can resolve this matter by delivering the services you originally signed up for. A manager will be reaching out to you shortly via email to discuss your concerns in more detail and work toward a satisfactory resolution.
  
  

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23445340
  
  I am rejecting this response because:

  We requested to have our membership cancelled because we had zero outstanding debts to the companyour mortgage is paid off, and our membership fees are current. All theyve offered in return is more useless points for something we have been having issues being able to use. Then, they ghosted us after we told them we wouldnt accept that offer. Do not do business with Sapphire Resorts.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:06/04/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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 writing to lodge our complaints regarding our timeshare with ************************ resort. We have no outstanding loans or maintenance fees owed to the timeshare, and yet they are holding us HOSTAGE! Weve informed them of our inability to use the timeshare effectively due to personal hardships Id rather not delve into on a public forum. They suggested we sell the timeshare or transfer it and pay a transfer fee! This is ridiculous and unacceptable behavior for a company to provide to a consumer who has been nothing but dutiful.

  Business Response

  Date: 06/12/2025

  Were truly sorry to hear about your current circumstances. While we are unable to cancel the 45-year membership agreement you entered into a year and a half ago, we want to assure you that our team is committed to supporting you in making the most of your membership.
  
  Our records show that weve made several efforts to assist you, including offering a personalized walkthrough of your benefits on June 2, 2025. We understand that annual dues can be a concern, and we do offer flexible payment optionsincluding the ability to break dues into smaller, more manageable installments. Many members find success by setting up small recurring payments throughout the year, so their balance is already covered by December.
  
  To help you get the most value from your membership, wed be happy to extend any expired credits through 2025, allowing you to book a stay with Sapphire or RCI.
  
  Please dont hesitate to reach outwere here to help. You can call us at ************ (option #1) to begin planning your next vacation, or simply reply to our most recent email. A member of our management team will gladly schedule a call to discuss your concerns and explore the best path forward.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23417249
  
  I am rejecting this response because: We would like to reject this response from Sapphire Resortswe feel as though it doesnt address my concerns in the slightest as a paid customer. While I appreciate their offer to help us use the timeshare, its a matter of not being able to use it, period, due to some more personal private matters. We owe them no money. A fair and reasonable resolution would be letting us out of this agreement in which we have no outstanding debts.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair 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.

  My husband and I were scammed by this company. We bought in and have yet to be able to use what we are paying for. Never any rooms available .All.the perks for signing up was a scam as well. Booking is almost impossible, yet we are so called members but can never use our membership. So basically we've wasted money while Sapphire sits back and scam other people. False advertising it's all fake it's a scam you will be robbed blind.

  Business Response

  Date: 05/21/2025

  We regret to hear about your concerns. However, our records indicate that no effort has been made to utilize your membership benefits through our *************************** Our dedicated team is available Monday through Saturday to assist you and ensure you enjoy the memorable vacations you signed up for.

  While we are unable to terminate your financial and contractual obligations, we remain fully committed to providing our valued members with quality support. To help you make the most of your membership, we would be happy to extend any expired credits needed to complete your next vacation.
  Please dont hesitate to contact our *************** team at ************ (Option #1) to begin planning your next getaway.

  We look forward to assisting you!

• Initial Complaint

  Date:05/12/2025

  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 seeking your help with Sapphire Resorts as we currently are owners there and have recently reached out to their member services department to cancel as I was told when purchasing we could sign this back at any time we chose to. We have paid our loan off and have recently corresponded with ************************************************************** Letting them know we would like to take advantage of the cancellation of our contract as we are no longer interested in owning this due to the customer service we have received that has been absolutely terrible. The last response we have received was on 3/22/25 and they let us know they would no longer respond to our emails and refuse to help. Please help us with making them be held accountable for their actions and unwillingness to provide an amicable solution. ****** and *****

  Business Response

  Date: 05/21/2025

  You entered into a 45-year membership agreement on December 9, 2023. We began receiving cancellation-related emails within the first year of your membership. Throughout this time, we have made multiple offers of assistance and informed you of your right to pursue a private sale or gift of your membership.

  It appears that you did receive our final notice regarding the lack of response to cancellation demands, as we must also prioritize servicing the needs of many other members.
  

  That said, we remain committed to providing support. A manager will be reviewing your account and will contact you shortly using the email we have on file to discuss any options that may be available.

  
  Thank you for your attention, and we look forward to working toward a resolution.

• Initial Complaint

  Date:05/08/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We attended a presentation for a "free trip" through the Jockey Club/Getaway Resorts. During the presentation we were told we could cancel our membership at anytime. All we had to do was stop payment of our membership and it would cancel it. Upon trying to do so after covid year, we found that there was no option to stop our automatic withdrawal. When we called to cancel services they said that was not an option. Date of sale was in 2019. We financed $5,395, which was paid off. Our membership fees were promised not to raise. When we signed up it was around $400 annually and now is at around $500+. We have not been able to use the services because we have not financially been able to afford to travel. We are also not able to continue to afford the membership fee. We were promised in their delivery that we could cancel services at anytime and now we're being told we can not. We had been emailing weekly for a couple of months with zero response from member services. We have even called with no help of cancelling. No-one has been willing to contact us to resolve this matter.

  Business Response

  Date: 05/21/2025

  We sincerely apologize for the delay in responding to your concerns. Unfortunately, we have recently discovered that we were not receiving notifications, which contributed to the delay.

  Our contract clearly outlines a 45-year term, and the #1 Buyers Acknowledgementrequiring both initials and a signaturestates that the obligations associated with your membership cannot be terminated. This structure is in place to ensure long-term stability for all our valued Club members and to help us continue offering the lowest possible prices.
  

  That said, we understand that personal circumstances can change. A manager will be reviewing your account and will reach out to you via the email address we have on file to discuss your concerns and explore any options that may be available.
  

  We appreciate the opportunity to assist you and look forward to working toward an amicable resolution.

• Initial Complaint

  Date:04/30/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a veteran and my husband is active duty Army. We are appalled at the manner in which GetAways Resorts is treating us. Even though we paid in full for ownership, their maintenance fees for the ********* continuously increases to the point it is now a financial burden. Under false pretenses, they presented this as an investment, but it has been anything but that. We contacted the company at least twice in efforts to end our membership and return the ********* back to them. They refused our request and stated that we can only sell it or give it away to someone. Nobody wants this financial pitfall. The fees are not worth what the resort offers. They have already taken enough money from us. We just want to part ways amicably, but the company isn't listening to us nor assisting us with ridding us of this financial burden purchased based upon the companys misleading information.

  Business Response

  Date: 05/21/2025

  We sincerely apologize for any confusion regarding your membership benefits, and we appreciate the opportunity to assist you.

  Upon reviewing your account, it appears there has been no activity or attempts to utilize your benefits through our ************************** or online. We understand that this may be especially challenging while on active duty, and we thank you for your service.

  As outlined in your contract, the standard option available is a private sale or transfer of the membership. While you may not be currently using your benefits, Sapphire Resorts continues to provide tens of thousands of vacations annually to our valued members. 

  We recognize that circumstances can change, and we want to support you as best we can. A manager will be reviewing your account in greater detail and will reach out to you via email to discuss your concerns and explore any options that may be availableparticularly in light of your service in the armed forces.

  We look forward to working with you toward a resolution.

  Customer Answer

  Date: 06/05/2025

  Thank you for your assistance. We heard from the company and are awaiting their response on how to complete the transaction. Weve emailed them twice about needing further instructions on how to complete the cancellation transaction.

  Business Response

  Date: 06/12/2025

  This has been addressed and Ms. ****** claimed she was removing the complaint. 

  Customer Answer

  Date: 06/12/2025

  Good afternoon. I would like to inform you that the complaint has been resolved by the company. I appreciate your assistance with resolving this matter.

• Initial Complaint

  Date:04/15/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  My wife and I have reached out to GetAways Resorts several times to discuss the reasons we cant use our timeshare anymore. My wife has health issues that make it impossible for us to vacation. Despite repeated attempts, they have never once responded to any of our communications. We dont owe them any money, and we are trying to have a reasonable conversation with them about how to cancel, but they dont seem interested in speaking with us. We didnt want to have to complain about them publicly like this, but they have left us no choice. They have really demonstrated an appalling lack of customer service. We hope they see this and respond.

  Business Response

  Date: 05/21/2025

  Thank you for reaching out. Please accept our sincere apologies for the delay in respondingwe recently discovered that we were not receiving notifications as expected.
  

  We want to assure you that your concerns are important to us. Our team is currently conducting a thorough review of your account, and a manager will be reaching out to you via email within the next couple of days to discuss your concerns in more detail and explore any available options.
  

  We appreciate your patience and understanding.

  
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23207523
  
  I am rejecting this response because: We have not had any response from them! No one has reached out to us.
  
  Sincerely,
  
  ***** Mchenry 

  Business Response

  Date: 06/12/2025

  Thank you for reaching out. We want to assure you that your concerns have been received and are being taken seriously. Our team will conduct a thorough review of your account to explore any available options that may assist you.

  Once the review is complete, a manager will contact you directly to discuss the findings and any potential solutions in greater detail.
  We appreciate your patience and look forward to speaking with you soon.

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23207523
  
  I am rejecting this response because: We have not heard from the business yet.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vacation package on Jan 13, 2025 for $698.00. I was told I had 90 days in which to cancel. I cancelled and was told on Feb 5, 2025 that my refund was approved and could take up to 30 days. It has been 50 days and still no refund. Plus, they never have anyone available to talk with me and no one ever calls me back as promised. And they have stopped answering my emails.

  Customer Answer

  Date: 03/30/2025

  Dear BBB:

  Following your email on March 26, 2025 that my complaint had been sent to the company, I received an email from the company on March 28, 2025 notifying me that my full refund had been issued. I confirmed this had been received through online banking. I consider my issue resolved. I thank you for issuing the complaint to them. Perhaps it was the impetus needed to finalize the refund.
  

• Initial Complaint

  Date:02/19/2025

  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.

  This complaint is regarding an unresolved issue with Alderwood Resort Management and Getaway Resorts, specifically, our unsuccessful attempts at timeshare membership termination. Despite numerous attempts through different communication channels to request termination, we've received no acknowledgment. We started with sending an email to two separate addresses. One was undeliverable, the other unresponsive. Our next step was a detailed letter, which unfortunately, was returned back to ***** the time of purchase, we were sold a dream of diverse travel options and quality customer support. However, our experience has been stressful booking procedures and an unsupportive Alderwood team. The dream quickly turned sour and weve been left feeling disillusioned and lacking with the services. Due to the lack of delivered promises and poor services, we are requesting immediate termination of our contract. We believe a partial refund is fair considering the circumstances.We kindly request your assistance and hope your involvement will help get Alderwood and Getaway Resorts to respond promptly to our concerns. Thank you

  Business Response

  Date: 02/19/2025

  Our records indicate that you signed an agreement with *** to utilize their travel options in lieu of your week/points through *********. I have attached all options available to you as a Highlands owner, as well as the point of contact for assistance with these matters. Please feel welcome to contact us with any further questions. 

• Initial Complaint

  Date:02/19/2025

  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 have been owners since 2019. In that time, we have found it tremendously difficult to use our timeshare to take a vacation. When we call customer service, we are on hold for an extended period of time, only to be connected with someone who cant help us book anything that meets our needs. The Gray Card membership was supposed to give us extra benefits we never received. We called to cancel the Gray Card and were told it would be closed and refunded, but it never was. Its still on our account to this day. This membership has not been worth the time and money it has cost us just to take a small handful of vacations. Worst of all, even though we have paid our mortgage in full, GetAways will not let us cancel. We dont owe them any money, so why cant we just give it back? They are the most frustrating company we have ever had the displeasure of trying to work with.

  Business Response

  Date: 02/26/2025

  We regret to hear about your concerns, however our records indicate every reservation request made has resulted in booking, with the most recent being the last time you called in 2023. We want to ensure you are receiving the benefits you signed up for but we also understand that circumstances change. A manager will be emailing you shortly to discuss any options available and review your account in greater detail. 

  Customer Answer

  Date: 03/06/2025

   
  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,
  
  ***** And ******* *********