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:03/31/2025

  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.

  We are submitting this formal complaint regarding Vacatia and our Gold Point Resort timeshare due to the company's failure to provide any assistance or feasible options to terminate our timeshare agreement.We have been trying to work amicably with Vacatia to resolve this matter and end our ownership. Unfortunately, the company has made it clear that no release options are available. This practice appears unethical, as it essentially forces us to retain ownership against our will. The lack of flexibility and support in finding a resolution is both concerning and unacceptable.Our timeshare no longer aligns with our current lifestyle, and the increasing maintenance fees have become an unnecessary financial burden. Continuing to pay these fees for something that no longer serves our needs is not a sustainable or reasonable solution.We would like Vacatia to reconsider its position and provide realistic termination options. Dismissing the interests and concerns of their owners does not reflect good business ethics and undermines trust in their company.

  

  Business Response

  Date: 04/04/2025

  Dear *** and Mrs. ******************* is just to let you know that I have escalated your request as deeding back is not something that is automatically offered by Gold Point Resort.  I will send another message with more information on options as soon as I receive a response.
  
  Sincerely,
  ***** ***
  Owner Account Management
  **********************

• Initial Complaint

  Date:12/04/2024

  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.

  Feb 2023 we rented a condo at *************. The deposit was $1300. The first week of Sept 2024 Vacatia closed the office and community center. We could not get our mail. No one called and the number that was posted on the door no one answered. After we repaired the water heater ourselves after 3 weeks we were told to move out. We have tried to get our deposit back but no one returns our calls. We need a contact person that will return our money.

  

  Business Response

  Date: 12/20/2024

  Dear Mr. ******************************************* and Vacatia, Inc. no longer manage the property at *******************/***********  Please call ************** as you will need to contact the resort directly in order to address this issue.  

  Sincerely,
  ***** ***
  Owner Account Management
  *****************************
  Vacatia, Inc.

   

• Initial Complaint

  Date:11/27/2024

  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.

  We are trying to determine who the management team, financial management company, or *** is responsible for ***************. ******** told us to call ***, and *** claimed it was Vacatia. Either way, we called BlueTree (by Vacatia) on 12 November. We were told we needed to sell the timeshare. We told them we are not salesmen and need more resources to sell timeshares. The representative said, "We don't either". A horrible company that doesn't take ownership. We want someone to help rather than keep playing with us. It's so disappointing that Vacatia is ALLOWED to lie and tell us they have nothing to do with BlueTree. Disgusted.

  

  Business Response

  Date: 12/12/2024

  Hi Mr. ****************** am sorry to hear you are having such a bad experience.  Unfortunately, Vacatia does not manage **************************  I was able to find the phone number listed below:

  Westgate Owner Contact Number
  ************

  Hopefully, they can point you in the right direction.  

  Sincerely,
  ***** ***
  Owner ******************
  Vacatia, Inc.

• Initial Complaint

  Date:10/10/2024

  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 file a complaint regarding Endless Mountain Resort's lack of response to my formal request to cancel my vacation ownership. After initially expressing interest due to an enticing invitation and sales presentation, I purchased ownership in 1985. At that time, the resort was a *****************, promising easy exchanges, which was my main motivation given my proximity to the resort.Over the years, the quality has declined significantly, with units lacking basic amenities and upkeep, which has left me dissatisfied. Adding to this, I've faced personal hardships, including the passing of my wife, my advancing age, financial strain from fixed income, and ongoing treatment for lung cancer, which have prevented me from traveling. My attempts to return or sell the unit have failed, and my sons have no interest in it.Additionally, recent developments, like a nearby ******************************* unit, have further motivated my decision to cancel. Despite multiple attempts to address this with the resort, they have not responded to my letter requesting cancellation.I seek the Better Business Bureau's assistance in resolving this matter promptly. Thank you for your attention to my complaint.

  

  Business Response

  Date: 11/01/2024

  Hi Mr. *************** received your complaint through the Better Business Bureau and obtained information from the resort to include in my response.  *********************** has someone who handles deed back requests.  The letter you sent to the resort last month was forwarded.  I'll provide the information on who to contact below:

  ***** ***** - Phone:  **************

  Before anything can be considered, your account has to be brought current.  Once that is done, please contact Mr. ***** for more information.    

  If you have any questions, please let us know.

  Sincerely,
  ***** ***
  Owner Account Management
  **********************
  

• Initial Complaint

  Date:09/26/2024

  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 booked a stay for 4 nights (9/25-9/29, $889.09) from the Ocean Key Resort website which redirects you to vacatia.com.I had to run a card at the desk for an additional $100 damages deposit while checking ***** the room, the tables still had rings from cups sat down by the previous guests. Sand was all over one of the lamp tables. None of the surfaces were wiped down. The floors didnt look swept or mopped. I checked the bed linens and found the mattress protector shredded and completely worn out. There were hairs on pillow cases.After wiping down surfaces and high touch areas I find dirty dishes in the cabinet. Then I had to swat some kind of bug that was crawling on the kitchen table. I decided to go back down to the desk to show pictures of the condition of our room. There was no apology and hardly any acknowledgment from the staff. I asked for another room that was actually clean or for a refund. Jasmine called other staff to look over another room to make sure it was clean, clean. She couldnt come up with another room as the other room had a broken toilet but she said they were working on replacing it.I was told that she couldnt help me regarding a refund because I booked through a 3rd party - **************************. Her name tag and their paperwork all say **************** By Vacatia. The only assistance I was given was a ***** number to request a refund based on my experience. I talked to **** on the phone who said her job was to take reservations. She requested a message to management regarding a refund on my behalf. No ticket number or call number was provided. I was told the message would take 1-3 days before getting a call back. The *** employees at *********, ***********, and The Atrium Resorts dont seem to know that they were bought out by Vacatia.We left to stay at another property that was clean and acceptable.I want a refund based on an unacceptable room, no other room available, time wasted, and terrible customer experience.

  

  Business Response

  Date: 10/02/2024

  Dear Mr. ******************* speaking with the resort to obtain details on the reservation and any issues at check-in,I was asked to let you know that the refund is in process. 
  
  I was also asked to include that upon your notice to the front desk that the assigned room was not clean, they apologized and offered to accommodate you with another one.  They sent an employee to check the 2nd room to be sure there were no issues, prior to providing the keys; however, I was told you chose not to accept and instead decided to leave.
  
  The resort just wants it noted that they did try to accommodate by offering another room.  If you have any questions, please let us know.
  
  Sincerely,
  Account Management
  **********************

  Customer Answer

  Date: 10/03/2024

  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.
  
  I disagree that there was an apology ever made other than You can get a refund if you want, but sorry I cant help you because you booked through a 3rd party. A second room was offered but they were working on replacing the broken toilet in the room. That is not a room that is ready for guests.

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

• Initial Complaint

  Date:09/23/2024

  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.

  We unfortunately have a timeshare account with ********************** at **************************** (Vacatia ID V-QMCF-NJFH) and were having to submit this complaint because of their continued lack of response to our requests to cancel. Weve sent multiple emails before stating our dissatisfaction and stressing the urgency in resolving this matter, but weve gotten no reply. This silence is beyond frustrating. We feel completely neglected and trapped by this timeshare which has become a significant burden due to ongoing financial and medical issues. Weve been clear about our need for immediate cancellation of our account and a full refund of our payments. The promises made during the sales process now feel like empty words. All we wanted was a little communication and support, yet we're met with absolute silence. Its unacceptable that we have to chase after a resolution on our own. We deserve prompt attention to this situation and are reaching out to the BBB in hopes of getting the help we need to finally escape this mess. We also urge others who are facing similar frustrations to speak up because they should not be allowed to take advantage of us and still not be bothered to respond.

  

  Business Response

  Date: 11/11/2024

  Hi Mr. *************** am sorry to hear that you are having trouble getting in contact with someone to discuss your account with *****************************  Your information and concerns were forwarded to the President of the Board of Directors, *** ************* He has been trying to contact you; however, he was unable to leave a voice mail since the mailbox is full.  He sent an email to the address on file - ********************************************** He would like to discuss your concerns. 
  
  Please check your email and respond to Mr. ************* My understanding is that he provided a phone number for you to contact him.  If you have any questions or issues you would like to go over, Im sure he will do his best to help find a resolution that is agreeable to both parties.
  
  Sincerely,
  ***** ***
  Owner Account Management
  **********************

• Initial Complaint

  Date:07/24/2024

  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.

  I purchased my xxxx Point time share over 30 years ago with the information expressed to me that it would grow more valuable over time. That's turned out to be very misleading although Vacatia was not at fault for this. But now they claim that they can't sell it or buy it back from me but only list it as for sale by owner. None of our owners have been able to achieve this successfully. I am now retired and on a fixed income. And since taking over the management of this property Vacatia has drastically raised the *** **** to a point where they are not affordable. I have contacted them and they will only take it back when I pay another 3 years in *** **** that I can't possibly afford to do. My second correspondence to them has gone unanswered for months now. I'm at my wits end. There has to be an option they could offer a retiree that can be "reasonable." So far it's just crickets with these people.

  

  Business Response

  Date: 09/04/2024

  Hi *** ****,

  Vacatia was retained by ***************** as the management company to oversee the day-to-day operations.  Vacatias role in the deedback process is limited to the administrative function of communicating the Associations deedback policy and facilitating the processing of deeds if/when there is an approval to a deedback request.  As such, Vacatia is unable to purchase or sell the timeshare interest.  As the management company, Vacatia is also unable to take title to a consumers vacation ownership interest. 

  Vacatia has forwarded your request to ******************  At present, the Association has not approved the deedback request. 
  
  Regards, 
  ******* ******
  General Counsel / Vacatia, Inc.

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22039281
  
  I am rejecting this response because:

  We reject the business response because they advised they have forwarded our request to *****************. We would like for Vacatia to let us know what Gold Point has to say. If needed, we would like to seek an exception for what ever feedback policy that they have to facilitate this process. Vacatia is claiming to only be the property manager,however, it was our understanding that Vacatia bought the property from **********. Regardless, as the management company, we are hoping that they will do their part in making this right. We have had this ownership for over 30 years and it has never lived up to the expectations that were sold to us. We are now retired, living on fixed incomes. The ownership is a burden to us and we do not wish to keep something that we are unable to use. We would like to relinquish this ownership and be done with all of this.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:07/21/2024

  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.

  Dates of stay booked for ocean front room: July *****, 2024; booked on March 17, 2024.Confirmation email sent confirming room and reservation July 18.Bait and switch occured: double booked room and given much smaller room in back of unit without ocean front room and balcony. Did not notify us prior to arrival despite being booked months in advance.Refused to refund money despite condo rented not being available. Also, refused to give reduced nightly rate.Did give one night free.

  

  Business Response

  Date: 07/26/2024

  Hi **************,

  I received the information you submitted to the Better Business Bureau regarding your stay at *******************  I did some research and found that a refund has already been processed.  The total refund amount was $286.79, which covered one night's stay plus tax.  It was entered on 07/21/2024 and should show up on your card ending in 6868.

  I am attaching a copy of the receipt for the refund.  If you have any questions, please let us know and we will be happy to help.

  Sincerely,

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

  Vacatia, Inc.

   

• Initial Complaint

  Date:03/23/2024

  Type:Customer Service 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.

  Trying to resale timeshare and have been emailing with *************************. She has been unresponsive and rude after multiple attempts to seek help and resolution to selling our timeshare.

  

  Business Response

  Date: 04/09/2024

  Hi ****************,
  I received your complaint in reference to listing your timeshare for sale through Vacatia.  I contacted the ****************** and was told an email was sent on the morning of April 02, 2024.  If you still have questions or concerns, you can reply and ******* will respond as soon as possible.  I apologize for any inconvenience.

  Thank you,
  *****************
  Owner ****************** Supervisor
  Vacatia, Inc.

• Initial Complaint

  Date:03/21/2024

  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.

  I am writing to express my profound disappointment and distress regarding my experiences with the *************** Beach Resort and Vacatia timeshare. Since becoming a timeshare owner, I have encountered numerous challenges that have significantly diminished my satisfaction and trust in your service. I am seeking a resolution in the form of cancellation of my contract. The sales meeting I attended was overwhelming and extended, involving multiple salespeople rather than a more personable, one-on-one interaction. This pressure tactic was unexpected and unwarranted. Following this meeting, I visited an apartment unit at the resort which I was led to believe would be similar to the one I was purchasing. The primary issue I have encountered is the blatant discrepancy between the promises made regarding availability and the reality. Despite assurances of flexibility and ample availability, I have not once been able to book a stay at the resort. Such misrepresentations are unacceptable and have rendered the timeshare useless to me, directly contradicting the assurance of vacation opportunities presented at the time of purchase. Additionally, unforeseen health issues and surgeries have limited my ability to travel, rendering the timeshare not just something I cannot use but a financial and emotional burden. The continued costs, exacerbated by repairs and maintenance due to the property's age and hurricane damage, have become prohibitively expensive. I have attempted to address these issues with this company directly but have met with considerable difficulty in receiving assistance or consistent communication. I need someone to reach out to me so I can discuss my current cancellation options as soon as possible.

  

  Business Response

  Date: 04/03/2024

  Hi ******************,

  I am in receipt of your complaint in reference to the timeshare property at *************** Beach Resort.  Since Vacatia took over management of the resort on January 01, 2024, anything that happened prior to that date would have been handled by the previous management company, Capital Resorts.  We have never done tours and were not involved in the sale of the property.

  If you have any questions, please let us know.

  Sincerely,
  *****************
  Owner ****************** Supervisor
  Vacatia, Inc.