ComplaintsforInternational Hotel Company, LLC

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  After buying their package to be Elite member, I get home and compared from ****** and Expedia. Of course considering what came with different companies. And what Im paying monthly. Its not true BPG (Best Price Guaranteed) off 20%,30%, 60%,. the presentation and being pressured to buy. All not true of the savings they promised. Not sure how ** getting my money back but Im praying.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  We reserved two rooms on May 31st for August 4-7. On July 31st we were told by our doctor that one of the guest could not travel. And needed IMMEDIATE surgery. I CALLED out to the company to cancel the rooms and receive a refund. I was told to send an email to ************************************************************ NO ONE responded so I sent a follow up email with the doctors note that the company requested. Still no response. When the second half of the party arrived they spoke to someone at the front desk to reiterate the issue. This is when they say that we sent it to the wrong email and the person on the phone left of the *************************************************************** Because of this we are having a hard time getting a refund after there was MULTIPLE attempts to cancel and notify. Dealing with this and surgery is exhausting and Im disappointed and disgusted with how this company handles guest that are already having a hard time and missing family events due to medical emergencies. I will be filing a lawsuit if this is not resolved and we receive a full refund.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I became member of palace on November 23. Closed a deal of ***** $ for 35 weeks at their resorts. I payed 3000$ and just discovered that my weeks at interval should have an extra cost (to be paid to Palace) that never were told. I asked Palace a thousand times to clarify this question, with no answer at all. As i couldnt have any answer i stopped the payments (and told then so) for 3 months so i could have any information. I have just discovered today that my membership was cancelled and they took my money. Tried again to solve the issue by asking my money back (even though partially or to withdraw the cancellation - with no answer.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Moon Palace in ************* *******:This is my 6th or 7th visit to this location. I have to express my disappointment with this visit and my last visit. First, let me say that I fully understand the hotel and the island are dealing with the impact of the hurricane. However, all my issues stem from unrelated hurricane items. I arrived at the location before 3 pm and still didn't get a room until after 7 pm.To my surprise my room this visit was just like last year. I really thought the hotel was playing a joke. My bathroom has mold, the shower head has green buildup, the mirror in the bathroom is broken, dirty bedroom curtains, and the entire toilet paper holder fell out of the wall. I requested to be moved to another room and was told it was an additional $525.00, which I was more than ready to pay. However, I was later told there was only a king available, and we needed two beds.I really thought my stay couldn't get worse, but it did.I was placed in an adjoining room with kids making constant noises. Additionally, someone keeps smoking, which triggers my allergies. Therefore, I can't sleep and am constantly miserable within the room.Things continue to get worse during my stay. My room did not get service for 2 days, and on my second day, someone put a rollaway in the room. The bed my mother uses was pushed towards the wall, and she wasn't able to access the bed. I spoke with a male in the customer service area and was told it would be taken care of. After over three hours, I had to return to the customer service department and make another request for someone to remove the rollaway. Unfortunately, no one came. Therefore, my brother had to remove the rollaway so that my mother could access the bed.I was without towels and washcloths for almost 3 days and had to use my t-shirts. This was beyond upset and not the service that I was expecting, especially after asking over and over for these items. I tried to check out and was told my stay is nonrefundable.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I went to Moon palace ******* in April, and this is definitely one of my worst moon palace experience! I lost some sunglasses and tried to follow up to get a resolution since moon palace prides itself in security. As you can see in the attachment, it's july and I am yet to get a response which is unfamothable.

  Business response

  07/22/2024

  We advise the client to please write to ***************************************************************** and provide all following information in order to review the information.
  
  Name of Resort they stayed
  
  Leading Name on reservation,
  
  Reservation number  
  
  Travel Window.
  
  as well as any additional information that could be provided; Representatives names, dates, etc.                                                                
  
  Kindly note, each case is handled INDEPENDENTLY .
  
  

  Customer response

  07/22/2024

   
  Complaint: 21983064
  
  I am rejecting this response because i've tried severally with the palace resort and would rather get a resolution on this platform.
  
  Sincerely,
  
  ***********************

  Business response

  07/24/2024

  As mentioned we advise the client to please write to ***************************************************************** or ******************************************** for further assistance. Make sure to provide your reservation or Affiliation number in order to check out any information.

  Customer response

  07/25/2024

   
  Complaint: 21983064
  
  I am rejecting this response because I did send an email and i am yet to get a response.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to Cancun, Moon Palace Resort in September 10, 2022 on a trip as part of my son's Make-A-Wish ****** The second day there we were set up with a team member (sales rep) to take us to breakfast and offer us a bunch of lies. After talking with a rep for almost two hours and rejecting their offers of 15 grand then them bringing it down to 10 grand then not taking NO for an answer they went to get a supervisor to convince us we were getting a great deal. They told us that with $460 USD up front payment and $115 USD monthly payment for 3.5 years we would be granted 40 free nights and we would be able to use these credits at other resorts and hotels from the same company (******, *******, ******************). After making payments for a year and a half on my account and finally trying to book a vacation, it turns out that everything they told us was a lie. They are asking for $2,669 for 5 night stay. With resort credits to do stuff at the resort once there. I have spent over $2,500 thus far to be offered a 20% discount at booking. After trying to cancel my account or get a refund, I am told I cant cancel my membership or get a refund. This place will not take no for an answer where doing their breakfast meetings with families and will give tell you everything you want to hear to get you to sign their papers. This is a big scam that is not fair to anyone, especially families going their with kids going through life threatening sicknesses, already having a lot to deal with financially, mentally and emotionally.

  Business response

  06/23/2024

  Guests are invited to attend a presentation to get know about The Company's vacation program, if the client is interested then it goes through a process of where a contract is signed in front of a Legal Verificator Officer where the services that the client and the representative agrees, are being placed on the aforementioned contract therefore The Company has not incurred in a contract agreement. We suggest the Client to contact  ************************** at: ******************************************** and include their Affiliation number, our executives are in the best position to assist you.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a try and buy certificate from Palace Resorts which was initially valid for 1 and 1/2 years. The certificate was to expire in 2023 and I paid an additional $99 to extend the certificate, which was completed. The confirmation email I received from Palace resorts on November 20, 2023, states that the certificate is extended for 12 months. Now that I am looking to redeem the certificate for a trip to the hotel for July 2024, their customer service agents are stating that its already expired and will not honor the extension period of 12 months, which they sent to me directly from their own office. I would like Palace Resorts to honor the extension period in their confirmation email so that I can redeem the service which I paid for then paid to extend.

  Business response

  06/21/2024

  I would like to try to assist client the best way possible, on behalf of my company.

  Please request client to forward the communications backing up the extension to:   *****************************************************************, in order to doing so.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to address my concerns about my membership with Palace Elite vacation club. The details provided during the sales meeting did not fully disclose all terms, such as an unexpected $400+ international fee for a week's exchange. I felt pressured to commit to the purchase without a clear understanding of the costs involved.Despite my attempts to resolve the matter, communication from Palace Elite has been lacking, leaving me feeling disregarded. I have been unable to use the membership due to undisclosed fees and conditions.I believe there are solutions available to resolve this situation, and I am open to cooperation for a fair outcome. Your assistance in addressing this matter would be greatly appreciated.Kind Regards,

  Business response

  06/22/2024

  We suggest the Client to contact the ************************** at: ******************************************** and it is important to include their Affiliation number, an executive will be assigned in order to assist you.

• Initial Complaint

  06/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked in planned A vacation for a graduation party. We had a huge party of people and spent a lot of money going to the grand Moon Palace resort. I spent months preparing and planning to make sure that we could accommodate all that was coming. They had me pick out the food, the venue, and then All to get there and see that they had no party planned for us. I was incredibly mortified and would never ever recommend anybody to try and plan a party or a wedding through Moon Palace because they will not communicate and then they will lie and tell you that they emailed you when they didnt. They had my phone number they never called they just didnt care and they just let it fall through, I have taken multiple groups of parties there multiple times but we were just on vacation. We didnt have a specific party planned. This time we did and it let everybody down. I am so discouraged I will never return. When I talk to the employees about it, they just were rude and said that they emailed me, but thats pretty much all that they have said and its lies.

  Business response

  06/20/2024

  As per Terms and Conditions of the contract signed by both parties, our company and Client, Complimentary Perks, such as venue set up/cocktail party would be provided depending on the group's production.

  Unfortunately, only 6 rooms were confirmed by the deadline on May 16th, 2024, resulting in the forfeiture of associated benefits.

  This information was communicated to referenced client on same date May 16th. No feedback or concerns were received on behalf of client.
  
  For logistical reasons, preparations for any celebration start before the groups deadline.Should the group not meet the minimum rooms required, they are offered to pay for the pre-arranged venue/services. Unfortunately, no response to the communications attempts on May 17th and 18th, 2024 was received. 

  Services were no arranged as a written confirmation from the client is required.
  
  Based on our privacy policy,communications are not attached, however, may be shared to BBB under request.
  
  Based on the above mentioned facts, their request of compensations does not apply.

  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a wedding with Moon Palace Jamaica for March of 2026 and in the terms and conditions it stated that $1000 room black would be refundable but the $250 would not. So I canceled my wedding with them due to a bunch of online reviews stating their weddings ranged from 50K-60K and also the response time was horrible and a lot of issues happened during the wedding. This was alarming and since $1000 was refundable I decided it would be better to look elsewhere. Now the resort is stating that NONE of the deposit is refundable and has completely stopped answering me. They will only answer my travel agent and I have sent them 3-4 emails. I just want them to honor the terms and conditions that was sent to me and at this point due to the amount of headache this has caused and lies they have told they should have to refund everything.

  Business response

  06/25/2024

  We sincerely regret their decisition to cancel their wedding at our Resort.
  
  As indicated in the document shared by client. Payments are non refundable in case of wedding or room block cancelation. Which is their case.
  
  Furthermore, given the fact that arrangements were made through a third party, any further communication must be made through their Travel Agency.
  
  Thank you for your attention

  Customer response

  06/26/2024

  The attachment says that the $250 is non refundable, the $100 per room is refundable, and I paid $1000 towards the room block. Further more, I even asked to just get the $1000 towards the honeymoon stay instead of refunding it back to us and they still would not do that. My travel agent will not communicate with them because I am no longer in need of her services either so they are basically saying they won't talk to me or come to a resolution. 

  Customer response

  07/01/2024

   
  Complaint: 21805368
  
  The attachment says that the $250 is non refundable, the $100 per room is refundable, and I paid $1000 towards the room block. Further more, I even asked to just get the $1000 towards the honeymoon stay instead of refunding it back to us and they still would not do that. My travel agent will not communicate with them because I am no longer in need of her services either so they are basically saying they won't talk to me or come to a resolution. 
  
  Sincerely,
  
  ***************************

*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. ↩