ComplaintsforLux Vacation Resorts

Travel Agency

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Initial Complaint
03/16/2023
Complaint Type:
Order Issues
Status:
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.
My husband and I attended a Lux Vacation Resort presentation on 4/28/22 in *********** **. Paid $8,293 for their package. Have tried for a refund and even paid the $299.00 to the company they recommended (Vacation *********************** 8/17/22, to advertise the package for resale. Was told that *** would buy back our package but yet, they will now not return calls. Leave message and member id and nothing happens. Tried talking to the concierge, but they only direct you back to ************. When you call you get a message, they will return the call in 24 hours, and they don't. Member id is *******. We have not used this pacakage and nor do we intend to.
Business response
03/17/2023
We do not engage in the business of selling timeshare. The companies we refer are independent organizations and collect a separate fee from you. Any issues you have with a third party vendor should be addressed directly to that vendor. With regard to the membership program purchased, that is a lifetime membership and cannot be refunded after the rescission period which is generally 3-5 days after date of purchase. If you will not be traveling this year, you can park the membership and not have to pay the annual dues if you dont intend to use it.
Customer response
03/17/2023
This was not what we were told. We were told it could be sold back. How unfortunate. Can we place this on a permanent "park"? Who do we need to contact to make it permanent?
Business response
03/20/2023
As stated in our first response, we do not "buy back" packages after the rescission period. Also, any timeshare issues with third party vendors should be address directly to that vendor.
Initial Complaint
02/22/2023
Complaint Type:
Service or Repair Issues
Status:
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.
10/21/22 my wife and I attended a presentation in *********, ** for Lux Vacation Resorts. We bought into their program, and they charged my credit card $3995.00 at that time. We were told to hold off calling to try to schedule any vacations through them for 48 hours as it took that time to get us into the computer and get our membership number assigned.We called in January to try to use their services only to be told that they didnt have us in the computer no matter how they searched using our contact information. The credit card company confirmed the charges and that they were the recipients of our money, but that was the extent of our processing on their end. We didnt even have a membership number. Several phone contacts later I spoke with ***** from their ************** who told me she would forward the details of our interactions to their ********************** and that I should be receiving my refund in 24 to 48 hours. That was over two weeks ago. Their representative **** referred me to their ********************* as well.Their ********************* email auto generates a response promising you will be contacted by a (human) representative within 24 hours, unless it is a weekend. I have emailed them repeatedly over the last three weeks, and they will not respond even though I leave my cell phone number each time.They took my money. They have provided nothing in return but frustration. You cannot access their services without a membership number, which they never assigned. At this point I cannot trust them and simply want my money refunded.
Business response
02/28/2023
We are researching why this member is not in our system and will take appropriate action once we understand what happened.
Initial Complaint
02/07/2023
Complaint Type:
Service or Repair Issues
Status:
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.
On 12/2/2022 we attended a presentation in ************, ** regarding a discount travel service provided by Lux Vacation Resorts. The invitation letter said it was a Travel Fair, and targeted OLDER COUPLES. I had asked if my 30 yr old son could attend and they said no! It was all very controlled, we were told we could not use our phones during (or I would have checked reviews & BBB). Salesman/presenter showed how they offered timeshare condos for $199 for a week and lead us on to believe that was the norm for all their travel. That they are the ones that SELL HOTEL BOOKINGS TO EXPEDIA, ETC. So they can sell it super CHEAP to their members! Once you sign all the papers that say you cannot claim buyer's remorse, and they finally let you see their website (took over a month!!), you realize those "Value Deals" are extremely RARE. In fact they have only ONE, and that is in someplace I am not going to travel to! This company has other companies do the work for them. RSI Vacations does the booking, and they are nice enough but all you get is an email with a description on expensive travel. I feel I can find better deals myself with photos, so I can decide if I want to stay there, instead of going back and forth with emails that you still have to go look up the places for yourself. They also promise you a free travel voucher for attending the presentation but they use a different company for that and I've heard lots of problems and complaints. For us, they told us instead of the voucher they gave us an "upgrade", but if we are not using this service they've really given us nothing, and made us pay $$$$$ for the membership! DON'T BUY... THIS APPEARS TO BE A SCAM. This is such a HASSLE, and we wasted our vacation money! :'(
Business response
02/09/2023
Customer signed a detailed agreement and received everything quoted in the agreement. Specifically, customer was instructed that the website is good for looking, but for booking, to call the concierge that will help with deals not on the website and with the best pricing.
Customer response
02/10/2023
I do not agree, but apparently there's nothing anyone can do.
Initial Complaint
01/05/2023
Complaint Type:
Product Issues
Status:
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.
On Nov. 10, 2022 we attended a presentation by Dreamstar Resorts or Lux Vacations. We attended because we were told that just by attending we would receive a voucher good for 2 free roundtrip airline tickets and a 2-night stay in a luxury hotel or resort. We watched a video and presentation which frequently mentioned the five star BBB rating. When we were trying to secure the free voucher, we found that there is a $50 dollar registration fee and $199 per person. I've spoken to a **** at Dreamstar Resorts, who blamed it on Lux Vacations and a representative from *********************** who said she didn't believe that they said it would be free. I think this whole operation is a sham and cannot believe they have a high rating from the BBB. I really don't expect a resolution from you, but please check out their companies. I think the rating needs to go away.Thank you.*****************************
Business response
01/06/2023
The customer did in fact attend a presentation. They were given a gift (the certificate) by the distributor, ***, who invited them to the presentation.
Lux WAS a distributor for DreamStar, but is no longer.
Their issue is with a FORMER distributor of DreamStar, NOT DreamStar.
As I understand it, the customer has spoken at length with ****** from Lux, who explained this all. So, she did receive what she wanted, contact from the company.
Business response
03/03/2023
Consumers are provided with a promotional gift for attending the seminar. While the gift is free, there are taxes and port charges and other fees that must be paid by the consumer as with any promotional gift. The gifts are provided and fulfilled by third party vendors. Any issue with the gifts must be addressed to those vendors.
Initial Complaint
12/19/2022
Complaint Type:
Service or Repair Issues
Status:
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.
On 12/3/2022 we were invited to a seminar to sign up for a lifetime membership with DreamStar Resorts. We signed a contract with DreamStar Resorts for $7294 and paid via a credit card. Our DreamStar membership ID is **********. We were told that we would receive a call within 48 hours welcoming us to DreamStar Resorts and that the membership would be processed within 10 days. We never received a call and on the tenth day we contacted DreamStar Resorts via email. ****, a DreamStar support specialist replied "Your account has not yet been approved by the distributor, Lux Vacations, to activate. Once we receive the request, it can take up to 10 business days to activate, and you will then receive an email with log in information. If you want to check in on your status, you can contact Lux Vacations directly at ************ or *******-####." When you call the 844 number, called ID says that the company is called Averotek. No one answers but an automated message says to leave a message and someone will respond within 1 business day. The 724 number is the personal cell phone of a woman who works for Averotek. She refused at first to tell me her last name, and then said it was *****. She told me to call the 844 number. As DreamStar has stated, they are not in the business of selling to the general public. DreamStar relies on questionable business promotion firms, and DreamStar will not accept any responsibility for their actions. At this point I believe that DreamStar Resorts is a scam.
Business response
12/21/2022
I suspect you received a piece of mail from Lux Vacations to attend a presentation, NOT DreamStar, . When you signed the agreement, this was on page 2:

This Purchase Agreement was executed in the *****************__________, **********************_______,
by the undersigned and DreamStar Resorts, ***** a ******** corporation with an address of PO
Box ***** *************************************, through its authorized distributor,
__LUX Vacations 2_______67 *****************************. Ste 121, *******. **.____85012___(844)_283-6019__________
acting as SELLERS representative.

We cannot be held responsible for another entity's caller ID or them answering the phone or returning phone calls. We certainly can take credit for the good and/or the bad with specific regard to anything to do with DreamStar.
As you indicated, we do not sell to the general public. We have distributors who represent and sell the program.
It seems that all of your issues should be directed to ***. The account was activated on the 16th of December, so I suspect at this point you've had time to review the program.
If not, we do webinars 3 times a week, which has already been emailed to you.
2 last items.
1. Being that Lux charged your credit card, NOT DreamStar, should a refund be offered, that would be between you and Lux.
2. Calling DreamStar a scam, is preposterous. As all of your issues were a result of the distributor you purchased from.
Customer response
12/22/2022
We paid thousands of dollars for discounts on vacation packages and international air travel. The login that was provided confirms that there are no such discounts. There is a price matching policy but no one pays thousands of dollars for price matching with common travel sites such as Expedia. The DreamStar Club is essentially a proxy to common travel sites.
The high pressure sales pitch that shows DreamStar vacation packages and international airfare that are 20% or more below market prices simply do not exist once you login. The ability to login confirms that the site is a scam.
Business response
12/22/2022
I'm not certain what you were told or what you were looking at.
However, with what the airlines have done from their pricing matrix's, we do not suggest that there are discounts on airfare. We weren't at the presentation, so cannot attest as to what was said, but we would never endorse discussing air discounts.
Regarding International travel, we can offer fantastic discounts. You can either look under the "Hotel" tab or the "Resort" tab. Typically, you must be specific with the town/city you wish to visit, or you could call the concierge (number listed on the website) and they could do the work for you.
For anything beyond Travel needs, you would need to reach out to the distributor from whom you purchased. Again, they are the ones who received your money.
Customer response
01/03/2023
I understand that DreamStar does not want to accept responsibility for anything said on its behalf by the companies selling their contracts. How is that not the definition of a scam?
Initial Complaint
12/01/2022
Complaint Type:
Sales and Advertising Issues
Status:
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.
This complaint is on Lux Vacation Resorts, c/o *************************************************************************. My *********** attended a meeting regarding discounted vacations. They promised discounts on hotels, cruises, rental homes etc. ********** they promised better deals on were Marriott, Hyatt, "all major hotel brands/over 500 different hotel brands". They said domestic airfares were not discounted because they are federally mandated. International airfare, we would get a better price. We signed up, paid $6000, & waited to get our activation code so we could check out prices. We attended the meeting November 3, 2022. We didn't receive our activation information until November 9, 2022. Our salesperson said we would receive it in a couple days. Lux Vacation has a 3 day cancellation period but we couldn't even check out prices until November 9. How would I be able to communicate I want to cancel if I hadn't received the activation to look at prices? I looked at airfare to *********************** offers the same price as Lux Vacations. I looked at a hotel in *********, **. The hotel chain offered the same price as Lux Vacations. *** says they will match the price 110% if we find the price is less expensive somewhere else. They can't offer us a less expensive rate if it's the same price. So what is the point of paying the $6000 if they can't offer me a better price. This is such a scam unless you travel where they get their package deals. This is not how they presented it. They specially said we would get better rates on our international airfare and hotels. I called four different numbers trying to get answers. Each person said they couldn't help and gave me a different number. *****************-482-9229, ************, *****************-468-0236. No one at the numbers listed could help me. All of these numbers were given to me by employees of *** but none of them could help me.If Lux Vacation is attempting to contact me, they MUST leave a voicemail, or contact through email.
Business response
12/02/2022
The contract states that final pricing comes from the concierge. This member is comparing internet pricing which Id not the final pricing.
Customer response
12/02/2022
I do not accept the businesses response. What exactly do they mean by the price on the internet isn't the "final price" I literally just booked a hotel in ********* November 20, 2022 and it was the same price as Lux Vacations. I went through the internet to book the hote so Lux couldn't say I used their service.

Business response
12/05/2022
The member is instructed at the point of purchase to contact the concierge for best pricing. Concierge is available immediately to the member from time of purchase, even before login credentials are issued.
Customer response
12/16/2022
We were advised by our salesperson, ********, that we needed to be activated to inquire about prices.
This is not the only complaint I have with Lux Vacations. At our presentation, we were told hotel prices were 50% less than online prices. We booked a hotel in *********, on the hotel website, for the same price as Lux offered.
We were told international flights were 25% less than internet prices and they were only $5 less.
Initial Complaint
11/17/2022
Complaint Type:
Product Issues
Status:
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.
Date of transaction: 11/5/22 Amount paid: $5,226.23 Commitment: To provide travel discounts and still be able to get hotel travel points I booked a hotel through Lux Vacation Resorts on 11/17/22 and then called Marriott Bonvoy. ******** does not award *********** points if booked through a third party provider like Expedia. They do provide points if booked through a travel agency. I was given the impression at the sales presentation that LVR was a legit concierge service/travel agency. After further research, I found that LVR used Expedia to book my stay. Either way, I bought their package based on being able to get travel discounts and still receive my points. Since LVR didn't uphold their claims, nor did they disclose that they are nothing more that a 3rd party provider, I believe, we are due a full refund.Thank you!
Business response
11/28/2022
In order to get the reward discounts, our concierge can make the reservation directly through Marriott. Unfortunately, that is not always the best price available. Sometimes to get the lowest price, we use third party aggregators and they are unable to apply the points. Going forward, the customer must contact the concierge directly and indicate that they wish to use points.
Initial Complaint
11/07/2022
Complaint Type:
Product Issues
Status:
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.
We attended a Travel and Adventure Show on September 14, ******************************** ********, ** to listen to a sales presentation for ***************** We decided against joining at this time, but we were promised a travel voucher for attending the show. We completed the redemption form, complete with activation code, sponsor name, and our information and mailed it in on September 19. The form said we would receive the voucher within 21 days, but it has been 50 days and we have not received the voucher for the airfare and hotel accommodations. We have tried contacting the company on several occasions via phone and e mail and have received no assistance. We feel we were scammed at this point.
Business response
11/08/2022
The promotional gifts are provided by and fulfilled by a third party vendor. We will reach out to the vendor with this complaint, however, any issues with the promotional gifts must be addressed directly to that vendor, not to Lux.
Customer response
11/11/2022
the voucher was supposed to be for a free trip
now I am being told to send$100
this seems like a scam
Business response
11/14/2022
This is a promotional gift fulfilled by a third party. At the presentation, the attendee was informed that they would be responsible for any taxes on the gifts.
Customer response
11/17/2022
we were never told of a fees prior to sitting through their 90 minutes presentation. It is a total lie that they made u aware of anything ! They took my time without even telling me about the fees. ! Only time taxes and fees were mentioned was a month later in a mailer. The gentleman giving the presentation was not honest and up front about any fees prior to his 90 minute promo cause if he had been we would have left! Stay clear of Luxe Travel.)
Initial Complaint
11/06/2022
Complaint Type:
Product Issues
Status:
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.
I attended a presentation by DreamStar Resort Vacations Club on Oct 19, ***************************** *******, **. I wrote a check for Lux Vacation Resorts late that afternoon in the amount of $7,494.00 for the initial membership fee after being reassured that I had a 3 business day rescission period by law. Within the first 24 hours, I changed my mind regarding joining this organization, read the contract, followed instructions in the contract to cancel membership and emailed address provided for contract cancellation. Concerned that I never received confirmation of my cancellation, I followed up quickly with several more emails, told all company reps who called me that I had cancelled membership, was told "not to worry" as company "is reputable" as long as I emailed my cancellation timely. Today, 17 days later, Lux Vacation Resorts cashed my check!! I called *************************, vacation concierge, whom I had spoken to several times before. **** repeated that he could not help me, but I asked him to please call me back with some number I could call to speak to someone who could help me resolve this issue. He has not called me back.
Business response
11/07/2022
we are forwarding this to our accounting department for further information and review.
Customer response
11/10/2022
i have heard nothing from this company in reference to this complaint and am not interested in closing case until I hear back
Business response
11/14/2022
As stated in the first response, we have submitted this information to our accounting department. If consumer properly cancelled within the rescission period, and their check did indeed clear, they will be provided with a refund.
Customer response
11/18/2022
I will close this complaint only once I have received my full refund ($7494) from Lux for contract cancelled timely. *** reaching out to me by phone or email to let me know status of refund would be appreciated but I have heard nothing directly from company in response to my emails/phone calls/voicemail messages. The only responses I have from Lux are through this BBB complaint thread and this appears to be my only way of reaching someone about this matter.
Initial Complaint
10/26/2022
Complaint Type:
Service or Repair Issues
Status:
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.
It has been three weeks since we purchase their dreamstar vacation package. They have not provided the service and when they answer our calls they are only empty promises. They are clearly not delivering. I want BBB to know because your rating counted while be decided to buy.
Business response
10/27/2022
The *** points activation can take as long as 45 days. It is not something Lux controls, but is handled directly through ***. If you have any other issues or concerns, please contact our customer service team as we are always here to help.

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ComplaintsforLux Vacation Resorts

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