Complaints

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a reservation via ****** for a 5 night package including airfare and hotel at Iberostar *****************************. When I booked as a package, it said "free cancellation within 24 hours". I cancelled the airfare 8 hours after booking, but have tried to cancel the hotel reservation for 4 days now. Every time, I spend hours on the phone with Orbitz who tries to contact the hotel unsuccessfully. The hotel continually transfers the call, where no one will answer. Finally, the hotel provided an email to submit the request. Orbitz sent an email 3 times, and every time when following up the hotel tells Orbitz they cannot find the email and to resend it. I then tried calling the hotel to cancel the reservation directly. They told me I cannot cancel because it was made through a third-party and must be cancelled via Orbitz, then hung up on me. I cannot believe that at a 4 star hotel, you cannot reach anyone to help with a reservation. At this point, I do not want to stay at the hotel regardless because it is alarming that no one is available to help, and is scamming customers.

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been trying to cancel a reservation I have paid through IHG for a now partner our theirs at JOIA Bvaro by Iberostar Check-In Date SAT 29MAR25 Check-Out Date SAT 05APR25 Confirmation No.42500383 Adults 2 Children Rooms 1 Room IBR ************** I get is the run around and hung up on. IGH **** tells me to call the Iberostar to cancel reservation. Iberostar tells me to call hotel directly. Its a joke and why doesnt the website allow myself to cancel since the reservation is not until 2025? I have been trying to cancel this reservation for months. Next steps will be contacting the local news and an attorney.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 10, 2024 I paid the Iberostartheclub an amount of ********* USD, while visiting a resort in ***********, ******* for a vacation package. I was told I would be getting the black level for the blue level price because it fell through with someone earlier that morning. I was told any reservations would be free for us but that we would be responsible for any airfare. Only the gold they said gets $500 towards airfare. The two people we dealt with was a gentleman named **** and a female Patriena at the Iberostar Gold resort. We later found out we would be only receiving 25% off any future reservations for the next 7 years. Why would I give anyone over $10,000 for a 25% discount. I had an out of state funeral once I got back and had to go see my sister-in-law in another state in the hospital. So when I could finally sit down for a breather and try to make a reservation for next year, I noticed that it said only 25%. I had her write down everything we would be receiving and to entice us even more, she offered 25% off the first 10 room if you reserved more rooms for friends and families and any additional rooms after that would get 10% off. She even came back and wrote the 25% off but inconveniently left off the words friends and family where she wrote it over to the right side of the page. I got up to use the restroom and they had my wife sign everything.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a vacation club with Iberostar in February. The people at the hotel were very manipulative and persuasive. When we arrived at iberostar they wouldnt leave us alone until we agreed to sign up with them for a tour of their hotel. The following day, we went on the tour and then back to the office where they kept serving us alcohol which I believe contributed to impairing our judgment into making the purchase. We were told misleading lies about how inexpensive our future trips would be with the club and told that our large family of 7 would be able to book the villas to accommodate everyone which Ive found to be a complete lie just to get us to sign up. Multiple parts of the deal do t take effect for a year which we were never explained. I would like a refund of our initial down payment of $5050 and cut all ties with Iberostar club. I have emailed the company with no response on the matter. I paid $5050.00 down and am required to pay another $5050.00 this month and start payments of $478/month starting in July. Please help

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On March 1, 2024 we purchased a membership from Iberostar Club for the amount of $2,042.25. We had a five day window to cancel. We cancelled the contract on March 3, 2024. We received an acknowledgment from Iberostar on March 4, 2024 of our cancellation and they noted it was within the five day cancellation window. I did not receive a refund and Iberostar sent me an email on March 12, 2024 they had canceled the contract and sent a refund. As of this date I have not received my refund.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I hope this letter finds you well. I am writing to formally lodge a complaint regarding my experience with the Iberostar Club Membership, which I signed up for in October 2023. Regrettably, my experience with your membership program has fallen far short of the promises and assurances made during the sign-up process.Upon signing up for the Iberostar Club Membership, I was enticed by the prospect of accessing a world of travel opportunities at a fraction of the cost, as well as an array of perks and benefits. However, since joining, I have encountered numerous discrepancies between what was promised and what has been delivered.During my first trip in February, none of the perks that were marketed to me were fulfilled. I was assured that transportation to and from the airport to the resort would be provided, yet this was not the case. Additionally, I was informed that a representative would be present to assist us through the airport, which also proved to be untrue. Furthermore, I was led to believe that certain services would be provided free of charge without any restrictions, yet this too turned out to be false.Despite filing a complaint with the club regarding these issues, I have received no response. I was informed that someone would reach out to me within 48 hours, but to date, I have not received any communication from your company. This lack of responsiveness is deeply concerning and reflects poorly on the level of customer service provided by the ********************** Club Membership.Furthermore, the financial aspect of the membership has been equally disappointing. During the initial presentation, I was informed that the same trip I embarked upon would have cost approximately $1000 for a 10-day stay at your top resort. However, when attempting to replicate this trip, I found that the actual cost was five times higher, with no significant savings to justify the membership fee.Additionally, one of the secondary perks of the membership was access to a website called Trendsetter, with the club covering the first year's subscription fee. However, it took me five months of persistent follow-up calls to gain access to this purported benefit, which is unacceptable, just ot find out it is not even what the advertised it as. In light of these issues, I am left with no choice but to conclude that the Iberostar Club Membership is not only a disappointment but also appears to be a deceptive scheme. Therefore, I am formally requesting a full refund of my deposit and the immediate cancellation of my membership.Thank you for your attention to this matter. I look forward to your prompt response.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We stayed at an Iberostar resort in ********** for our 20 year anniversary. Everything was wonderful until the presentation. We were told since it was our anniversary they had so many wonderful things for us, I should have known better. We showed them what we paid for the entire vacation including flights, in turn they showed us many different LOWER prices that they could offer if we joined their exclusive membership program. Well we did and now we are finding non of it is true. I can book flight and accommodation at any of their resorts on my own for much cheaper. No one will contact us back, weve tried contacting our representative, customer service, etc and nothing. We bought the $12000 membership and are now pay monthly! Please help

• Initial Complaint

  02/23/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My Wife and I while on vacation were convinced to join Iberostar the club. It turned out to be an ordeal as poor operations on Iberostar's part prevented us from accessing the services promised. It took multiple attempts to set up the entitled users on their web-based platform, after which the glitchy website did not work the majority of the time, denying us access to the promised services on top of other issues. I notified them in writing that my wife and I consider the contract they had us sign void, for several reasons, the largest one being the inadequate web-based platform, an issue they seem to be aware of due to the number of complaints I have seen on line about their site going back more than a year. I have videos of me attempting to use this website to no avail, it rarely works. I was contacted by ******************* from *************** his title was "Head of Membership Solutions". Of course he maintains the contract is in force and said that eventually the account will come past due and sent to "collections". He cancelled our next upcoming payment of $5750 and said the next would be in April and that is when the account will go past due. I also caught him in a lie, he repeatedly tried to impress upon me that the company had 15 'business' days to fix a problem, while the contract states ********************************************* that sentence. All we want is for this to be as if it never happened, we particularly DO NOT want them to start collect proceedings that *** harm our credit rating. Ideally, we would like to recover our initial payment, but the written guarantee that they are ending this relationship and there is no other financial obligation on our part would be acceptable. If they do try to collect and harm our credit, that will provoke legal action on our part. The aim is to get assurance that this matter is closed and there will be no future financial repercussions. Attached you will find the email and the membership contract cancellation clause.

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked a vacation for our family ww consisted of a beachfront, Jr suite with two bedrooms. Upon arrival we were told what we had paid for was not available.. we were given two separate rooms that were not adjoining that were much less in price than what we had paid for. My young daughters stay in the room by their self. We were told by a supervisor that we would be given a refund for our circumstances.. We have yet to receive a refund even though we have emailed, called and paid multiple visits to the front lobby to speak with management. We paid for a two bedroom, Jr suite that we never received. We were given a bait and switch scenario. We have emailed the corporate office. We have called the resort several times. There is no resolution as of yet.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We joined the club and was promised a 25% membership all their hotels and resorts. While trying to book another vacation we realized that the offer of 25% discount was immaterial to the amount that we would have to pay. We were told by ********, the employee, that we could cancel this contract at anytime and we would only have to pay for the service/s that we used.We are now finding out after calling to cancel, that we cannot cancel as per our contract. We were told over and over that we could cancel at anytime. We did ask several time if we could cancel and was told we could.

*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. ↩