ComplaintsforWHV Resort Group Inc

• Initial Complaint

  05/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Discrimination against an elderly person with insults Placing in collections before payment is due and charging an extra fee for it. Will add an extra $1,000 if not paid by a date Not allowing a 91 year old out of a timeshare when expressing a financial burden

  

  Business response

  05/08/2024

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

  I am sorry to hear about the challenges your wife is facing. The refund option is within 15 days of purchase. I can ask the team to reset the stay for you. please advise if that might be an option.

  Best regards, 

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

  Director, Customer Advocacy

  

  Business response

  05/15/2024

  ********************,
  
  I have reviewed our records and I show no ownership contracts that tie back to your name, email or phone number in our records.
  
  Please clarify if you have an ownership contract with us.
  
  Best regards,
  
  ********************
  
  Director, Customer Advocacy.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hyatt has declined my request to cancel my timeshare under favorable conditions, suggesting that I simply cease payments for automatic cancellation. This approach, however, would require me to breach the contract I originally signed, resulting in severe credit repercussions. Despite my consistent on-time payments, Hyatt has not offered assistance following unexpected life changes that prevented me from utilizing the timeshare. Even after highlighting discrepancies between the promised benefits and the actual experience, they have been either unresponsive or discrediting and unwilling to consider an alternative approach. A letter from their legal department, while offering further discussion, has not led to any resolution. ********************* offered their email to me for direct contact with further questions but has failed to respond to my email for over two months now. It is disheartening that Hyatt's management is unwilling to support owners facing challenges similar to mine. Conversations with ******************** revealed that senior management is unyielding in their stance. This lack of assistance undermines my confidence in the company's leadership and compels me to distance myself from the company as I am feeling this scam was intentional. While I acknowledge the contractual obligations, I was given misinformation about the contract and benefits. Also, unforeseen circumstances have altered my ability to utilize the timeshare as intended. I find Hyatt's handling of this matter unsatisfactory and will continue to seek a fair resolution.

  

  Business response

  05/13/2024

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

  We sympathize with the challenges you are going through. I show that multiple members of our team have responded to your cancellation demands. We have been consistent in our responses to your demand to immediately terminate your ownership. Further, ************** responded to your latest communication on April 24 to request that you identify any outstanding issues that you claim to have not been addressed by prior responses, and ************** did not receive any response from you providing such information.
  
  As you were advised previously, and as you acknowledged in your purchase contract, WHV does not have a cancel on demand option for your ownership contract beyond the rescission period, in the purchase contract, that long ago expired. While WHV has an exit team program that *** sometimes elect to make an offer to reacquire an ownership, the parameters of the exit team program include your owner obligations being paid in full as one of the participation requirements. You can register with the exit team and if your ownership obligations are paid in full when they get to your spot on the registration list, they will email you an option to exit your Platinum point contract if one becomes available. Please note, per the purchase contract, WHV does not guarantee the availability of an offer to reacquire your ownership.
  
  We have you on a list of owners to reach out to if we have an option that opens for you to apply for hardship consideration. We will reach out to you via email when if that option becomes available.
  
  We are more than happy to help you with the usage of your owner benefits while you wait for an offer to exit or while you make alternative arrangements to dispose of your ownership. Our team can assist you with the placement of your time in for exchange to extend the usage window of your points for two years, if needed.
  
  Please feel free to reach out to me with any questions.

  Best regards,

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

  Director, Customer Advocacy

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife purchased a 4-DAY/3-NIGHT stay at the property March 9th to March 12th 2024. Part of the deal was to attend a 2 hour presentation about a time share purchase. I called two weeks prior to the departure date and indicated that my wife was not able to make the trip. She recently had surgery December 24t, 2023 and she was not yet fully recovered. Additionally, she is disabled and recovery is different for her. She is a three time cancer survivor and the disease really took a toll on her body. I tried to mitigate the tri p, I offered to transfer it to my parents, which initially was approved, and than denied. I was not able to postpose the trip because I will be out of town during May 26th, the only available weekend they proposed. I believe this is unjust enrichment for a company this size who kept all the money and did not offer the services. Furthermore, my wife was also under the impression that this was non refundable, however I learned that it was refundable two weeks after the purchase. Hyatt could've easily mitigated their loss by rebooking the room. Under contract law both parties need to seek a solution. Here, I ended up on the loosing end. It is highly predatory for this type of business model to function. They kept both the room and the money and we were left without any options!

  

  Business response

  05/08/2024

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

  I am sorry to hear about the challenges your wife is facing. The refund option is within 15 days of purchase. I can ask the team to reset the stay for you. please advise if that might be an option.

  Best regards, 

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

  Director, Customer Advocacy

  Customer response

  05/08/2024

  This option has been discussed and the dates proposed were not working out. Furthermore, my wife has never been informed of a cancellation grace ******* I already explained all these issues to the customer care and they refused to help. I also proposed to give this package to my family and it was approved and after a few hours someone called and declined the offer. Im willing to negociate a refund, however, Im not willing to spend more money at this resort! It is beyond my comprehension how a business of this size can keep the money without performing on the contract! I have extraordinary circumstances and I will seek legal relief.

  

  Business response

  05/17/2024

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

  The cancellation option for the package your wife purchased was 15 days from the date of purchase. 

  Rescheduling and Cancellations  Cancellations must be made in writing within 15 days of the package purchase date or package purchase price is not refundable. A refund will be issued within 15 days of the receipt of notice of cancellation. Cancellation notices must be sent to WHV Resort Group, ***** ***************************************************

  Our team is willing to work with you in setting up a stay at a later date that *** work for yourself and your wife. 

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attached document.

  

  Business response

  04/25/2024

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

  I responded to your prior request to exit your ownership contract. I am sorry to hear you were frustrated with your ownership. I show your ownership contract is no longer active.

  I show you used your owner benefits for stays at our Breckenridge resort, placed your time in for exchange usage and booked one of our Experiences Collection resorts. 

  I do want to address a few points from your complaint. Yes, there are owners that *** have reservation priority over you but that is only for a specific percentage of the Platinum Point Program inventory. The majority of the inventory is held to be booked at 15-months- which all owner have access to with their 15-month advance booking window. You completed 3 purchases with us. During each purchase the information that you have VOA Dues and that they would increase was specifically covered verbally and in writing. You additionally signed a promissory note with each purchase, which clearly defined the repayment terms of your note and included a truth in lending statement that advised of the full cost of your note over time. 

  Please feel free to reach out to me with any questions or if you would like to discuss this further.

  Best regards, 

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

  Director, Customer Advocacy

   

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against **** Resorts regarding deceptive practices and misleading information provided to us during a recent owners' meeting. As loyal customers, my wife and I have been deeply disappointed and financially harmed by the actions of **** Resorts, and we seek your assistance in resolving this matter.During the aforementioned owners' meeting, a **** representative led us to believe that we were "grandfathered" into a new deal, implying that acquiring additional points would be advantageous and financially prudent for us. Based on this information, we made the decision to invest more in ****, trusting that it was in our best interest to do so.However, we later discovered that the information provided to us was misleading and inaccurate. This realization came at a significant cost to us, both financially and emotionally. The financial strain caused by this deceptive communication has been substantial, to the extent that we were forced to acquire a loan to catch up with our finances and avoid potential consequences, including the risk of losing our home.We feel deceived by **** Resorts, having already paid off our account and not expecting further financial burdens. The misinformation from the owners' meeting has caused significant harm, and we firmly believe **** Resorts must be held accountable.We kindly request a thorough investigation into this matter by your office and a prompt resolution to rectify the financial losses we have incurred due to the deceptive communication from **** Resorts' representative. Additionally, we urge **** Resorts to review its communication and sales practices to ensure that other customers are not similarly affected in the future.We appreciate your immediate attention to this matter and kindly request a response within 14 days to address our concerns and outline the steps **** Resorts will take to rectify this situation.Thank you for your understanding and cooperation in resolving this matter.

  

  Business response

  04/17/2024

  Mr. & *************, 

  I was able to locate a contract under ******************* name. I show your ownership was used on a consistent basis from 2015 thru 2021. Your owner history shows 9 reservations after your last upgrade in 2017. Our records show you no longer have an active ownership contract. 

  Please feel free to reach out to me with any questions or if you would like to dis cuss this further,

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am reaching out to express my deep disappointment with my recent experience with Hyatt Vacations. Despite my repeated attempts, I have not received any response regarding my request to terminate my timeshare agreement. Initially, I was promised the flexibility to enjoy my timeshare in ******* at any time, but unfortunately, this assurance seems to have changed. The difficulties I have encountered in booking due to constant unavailability have been not only inconvenient but also disheartening. At this point, I kindly request your support and intervention in expediting the process of canceling my timeshare membership with Hyatt Vacations.

  

  Business response

  04/23/2024

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

  Thank you for being an owner with us since 2010. I show you have had good success in using your owner benefits for vacation travel.

  Can you tell me if you have registered your interest in exit your Platinum point contract with our exit team? I do not see any notes in your owner history that show you have registered your desire to exit with that team.

  Best regards,

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

  Director, Customer Advocacy

   

  Customer response

  04/26/2024

  i reject the response from the ******************

  

  Business response

  05/09/2024

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

  I am trying to verify if you have registered your interest in exiting your ownership contract with our exit team. Can you let me know if you have had any contact with that team.

  Best regards, 

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

  Director, Customer Advocacy

  Customer response

  05/20/2024

  We have been communicating with the exit services team. They have done nothing, but give us auto responses. We have continued to push for communication directly, but the lack of attention to the situation was unacceptable. I am available for a call if Mr. ***** wants to reach out directly. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am being ignored and need help cancelling this timeshare breach of contract. I have tried to work with this company directly, but they have ignored me altogether or made excuses as to why they cant help. They have hid behind a 7-day review period policy as to why they cant correct their wrongdoing. I acted in good faith and signed an agreement based on verbal representations during the hours-long presentation filled with many misrepresentations. I understand they have a policy to follow, but based on their misrepresentations, an exception should be made in all fairness. I was promised things like pets being allowed, maintenance fees being much lower, and combining timeshare plans with other family members being less expensive. The fees have quadrupled from what I was originally told and I simply can no longer afford it. The timeshare does not meet our expectations and we have had to settle for places and times we dont desire. Please help us free ourselves from the unsustainable situation. Thank you!

  

  Business response

  04/12/2024

  *********************, 

  I am sorry to hear you are frustrated with your ownership. I show you upgraded to ********* Platinum owner points with annual usage on June 5, 2017. Your maintenance fees for 2017 were $3,674.00. Your 2024 maintenance fees were $6,279.99, without any late fees. A review of your owner history does not show any contact in regard to wanting to exit your ownership. That same review shows you have had great success using your owner benefits over the past 8 years for almost 30 reserved stays. 

  We are more than happy to assist with the usage of your owner benefits and to get the vacationing value out of your ownership. We do not have an exit on demand option for your ownership contract.
  
  I show your owner obligations are paid in full. We do have an exit team that you can register with and that team will reach out to you, when they get to your spot on their list of registered owners, with an offer to exit your ownership contract.

  Your maintenance fees do need to be paid in full to receive an offer to exit. Our ***** Services team will help you with the usage of your benefits while you wait for an offer to exit from our exit team.
  
  Please feel free to reach out to me if you would like to discuss this further.
  
  Best regards,
  
  ********************
  
  Director, Customer Advocacy

  Customer response

  04/15/2024

  I am rejecting this response because the timeshare is not yet closed and the matter is not resolved. 
  Hutch: please confirm that you are registering us to exit through the exit team. Please provide any additional information that is needed from me in order to expedite this process. 
  I must also note that you mentioned that there is no record that I have contacted your company regarding wanting to exit. Its interesting that you state this considering the fact that you responded to one of my communications personally back in January. When I responded to you, I did not hear back. We have also been trying to get out of this for over a year. Considering this, why am I just now being given the opportunity to be referred to the exit team? Please do what you can to get my exit processed as soon as possible. Thank you

  

  Business response

  04/25/2024

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

  I do not show any email communication with you in the past. One of the requirements of the exit team is that all of your owner obligations are current to be able to qualify to participate in the exit program. If your owner obligations are not current they will bypass you on the list.

  I have emailed you directly in case you would like to discuss this further. Please feel free to reach out to me.

  Best regards, 

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

  Director, Customer Advocacy

   

  Customer response

  04/29/2024

  With all due respect, we have sent registered letters and emails over the past 2 years requesting an exit from this timeshare obligation because of the companys contractual misrepresentations, especially concerning the annual maintenance fees.  I will also contact you through email and/or phone to give you the exact dates of communications.

  Thank you,

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

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing urgently to address the discrepancies on my credit report resulting from the sharing of my personal information with credit bureaus. This has caused significant financial and emotional distress.In accordance with 15 USC 1681 Section 602, I affirm my right to financial privacy and expect my information to be handled confidentially.Moreover, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency is prohibited from disclosing account details without my explicit consent, which I have not provided.The errors associated with WHV RESORT GROUP have adversely affected my financial standing, necessitating immediate correction.Additionally, I emphasize adherence to 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under specific circumstances.Below are my account details for your reference:Account Number: *******I urgently request a thorough review of my account, prompt rectification of the credit report inaccuracies, and strict compliance with federal laws governing my information.Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter.Sincerely,***********************

  

  Business response

  04/11/2024

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

  The information on your complaint, your listed phone number and email, do not drill back to an owner record that we have in our records.

  Please clarify the information or advise if your ownership is under another name.

  Best regards,

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

  Director, Customer Advocacy

• Initial Complaint

  04/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our experience with **** has been so bad that its pushed ** to desperately seek the cancellation of our timeshare with them as soon as possible. They roped ** in with a bunch of false promises but our actual experience since being owners has been nothing short of disappointing. During a supposed 1 hour meeting at their Lake Tahoe location (which stretched into 3 hours), my wife and I were subjected to their high-pressure methods making us feel terrible and uncaring for not upgrading. They assured us of simple financing, easy point trades for stays at desired resorts, and various enticing vouchers, but the reality has been horribly different. Not only did sales reps like ***** and ***** misled us, but our actual stay experiences have been far from the promised quality. From waiting in the snow for a room to dealing with broken furniture, missing kitchen utensils, barely functional TV, and improperly closing restroom doors it's been a nightmare.Our attempts to book stays using points were unsuccessful because of unavailable dates, UNLESS we agreed to attend another owners' meeting. Even an attempt to extend a stay was denied, contradicting earlier assurances they gave us and resulting in a ridiculous $600 charge for an additional day. Coupled with our financial hardship and the company's refusal to take back the timeshare, we feel utterly trapped. Theyve ignored our attempts to communicate our grievances through emails and letters to their management. Its been radio silence from them, and it feels impossible to get any form of assistance or even acknowledgment of our issues. This is exactly why weve stopped giving them our money, and if they cant profit off of us then it seems like they dont care about our disappointment at all.

  

  Business response

  04/10/2024

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

  We spoke specifically about your ownership and I followed up with you advising your contract was no longer active and has been closed. 

  Please feel free to reach out to me directly with any further questions.

  Best regards, 

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

  Director, Customer Advocacy.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We initially thought purchasing a timeshare with **** Resorts/Hyatt Vacations would open the door to numerous memorable vacations. However, we have been deeply disappointed due to false promises and a lack of availability, which was not communicated during the sales process 20+ years ago. We found ourselves unable to book the vacations we desired without an impractical 1-2 year advanced booking strategy. On top of the limited usability, our maintenance fees have increased significantly over the past two decades. This has led to us paying large sums for a service we rarely use, causing a considerable financial strain on us. Most distressingly, my husband ***** is suffering from a severe medical condition which caused numerous falls, leaving him wheelchair-bound and in several medical facilities for 24/7 care sinceJanuary 2023. Due to his high medical care costs, which we pay out of pocket, and the inability to travel, it is impossible for us to use the timeshare, and it is unreasonable for us to retain this ownership. Despite reaching out to **** Resorts/Hyatt Vacations' representative ****************** in February, we were told there are no available options, other than being placed on a list showing our desire to cancel.

  

  Business response

  04/12/2024

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

  I am sorry to hear about the challenges your husband is facing. Please check your email when you have a chance. I would like to discuss what we can do to assist you.

  Best regards, 

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

  Director, Customer Advocacy

  Customer response

  04/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

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