ComplaintsforInternational Hotel Company, LLC

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  My friend and I (with a baby 1y 11mo), checked in on August 17th at Moon Palace ************ for our stay (August 17th through 22nd). When my friend attempted to make a spa reservation, she was offered a free Moon Palace Grand day pass if we went for a 90 minute presentation. We took the offer thinking it wasnt a big deal but then they asked us to bring out credit cards and IDs. They explained that they wanted to make sure we had a credit card company that was participating in heir promotion event. Our nightmare started when we went next day for a presentation where during almost 6 hours the sales agent was forcing us to buy a membership. We kept refusing saying it wasnt for us and the money they asked, 37K in the beginning, wasnt in our budget. We told the sales agent ******* that we want to leave and she bluntly said no. I had a crying baby in my arms and I just left the room where they were keeping us because my baby hasnt eaten since 9am (when the presentation started) and it was close to 2pm at the time when I have decided to leave. My friend started in the room trying to get back our IDs and credit cards that they have taken from us earlier. She had been forced to sign a Palace Elite membership contract for 8K before they let her leave. They very next day we asked member services for cancellation and they never even responded to us. We are filing a dispute with our bank at the moment because no one from the Palace Resort has returned our emails. Sales representative ******* stopped answering our messages after we were forced to sign the contract. Our vacation that we paid 2.5K was completely ruined. We were so stressed and feeling humiliated and taken advantage of. We have traveled around the world and only in Moon Palace Mexico had such a terrible experience. BEAWARE OF THIS RESORT. What they have to offer is not worth the trouble. There are multiple people who have been through the same exact situation and multiple groups on *********

• Initial Complaint

  08/22/2024

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  1.Misrepresentation of Offer: Unfulfilled promise of a free four-day all-inclusive stay at Moon Palace for four people.2.Misleading Information About Commitment: Incorrect information about the timeshare not being a lifetime commitment.3.Lack of Guidance on Selling Weeks: Insufficient instructions or contact information to sell the allocated weeks.4.Inadequate Incentives: Incentives that only benefited two people and required upfront payments, impractical for a family of four.5.Uncompetitive Referrals: Referral pricing is more expensive than booking independently, making it difficult to refer others.6.Unjust $50 Cancellation Fee: Imposing a cancellation fee not indicated in the original contract due to deceptive practices.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  1.Misrepresentation of Offer: Unfulfilled promise of a free four-day all-inclusive stay at Moon Palace for four people.2.Misleading Information About Commitment: Incorrect information about the timeshare not being a lifetime commitment.3.Lack of Guidance on Selling Weeks: Insufficient instructions or contact information to sell the allocated weeks.4.Inadequate Incentives: Incentives that only benefited two people and required upfront payments, impractical for a family of four.5.Uncompetitive Referrals: Referral pricing is more expensive than booking independently, making it difficult to refer others.6.Unjust $50 Cancellation Fee: Imposing a cancellation fee not indicated in the original contract due to deceptive practices.

• 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

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were lied to multiple times with different agents on the phone when booking our trip. We were initially promised that if we increase from a 5 day to a 7 night package, that we will get a $1,500 credit per room for excursions, along with 2 additional free excursions, and a spa package per person. We confirmed that our friends considering traveling with us would receive the same benefit. When a month before our trip we called to book excursions, we were told we had no such credit. On a follow up call after that, a customer service *** confirmed that we had 2 excursions that we could use on whatever we wanted, and confirmed that our plans of fishing and scuba diving would be covered by it. I tried to speak to a manager regarding to additional $1500 credit, but was told that I couldnt speak to a manager. When we arrived to the resort, they told us that our 2 free excursions could only be chosen from a list of 3 options, and none were activities we wanted to do. I have the dates, times, and names of the customer service agents who said all of these things. I took this information to the ********* at the resort, and they told me that they would look into it and call me by 10am the following morning with an answer. The next afternoon I had not heard from them, so I returned to their office. They told me there was nothing they could do for me. I asked if they reviewed the tapes and they said yes. I asked if that meant that they heard what the original agent promised us, and they beat around the **** but implied the answer was yes. But they still refused to do anything to make it right. What makes all of this even worse is that we invited our friends to join us for the same package, and they were just as disappointed by the end result. So not only did we not get what we were promised, but we feel embarrassed about roping our friends into this.

  Business response

  07/13/2024

  I would like to request client to please write to ***************************************************************** and provide all following information in order to review their claim.

  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

  07/26/2024

   
  Complaint: 21981277
  
  I am rejecting this response because:

  I followed your instructions and sent that email on July 15 with a promised response within a week. It has been 11 days and no reply yet. I have had to work too hard to get what I was promised from this company, and I would like a quick resolution.   

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

  Business response

  07/26/2024

  We are currently makin the corresponding researches to this case.Once the research is completed, we will update client.

  Please be informed, our that our standard turnaround for a response is around 14 BUSINESS DAYS; given the fact that each case is processed in the order it is received. Information was dully described in our atomated response. 

  Your patience and understanding are appreciated.

  Customer response

  08/09/2024

   
  Complaint: 21981277
  
  I am rejecting this response because: The company said I would receive a response within 14 days. It has been 28 days and I have not heard any resolution. 
  
  Sincerely,
  
  *********************

  Business response

  08/23/2024

  As additional information; a response was sent directy to Client on Monday August 19th, 2024, along with a One Complimentary Night Certificate, valid for a year, to be used in conjunction with a future stay, as a good faith offer.

  Client traveled through a Member's Affiliation; in accordance with our privacy policy,only the owner should be informed of the terms, conditions, or benefits associated with this reservation. However, we aimed to resolve this matter to both parties' satisfaction. The benefit he is requesting is not available in the Member's contract.

  
  

  Customer response

  08/27/2024

   
  Complaint: 21981277
  
  To summarize: the business has admitted that I was correct. In a letter to me they stated After carefully reviewing your claim, an unfortunate human error ocurred, leading to confirm benefits which are not part of your reservation."

  They admit that I was told that if we upgraded from a 5 to a 7 night stay that we would receive a $1500 resort credit along with 2 free excursions of our choice. They admit that both us and the other couple that booked on this Information were told this and did not receive any of this benefit. So they fully admit that between us and the other couple we missed over $4,000 of promised value, along with paying an additional $1,000 per couple to extend our stay longer than we anticipated. 

  And their response to try to make this right is a 1 night stay at the same resort. A coupon that would require us to buy plane tickets and spend additional money with the same resort where we had all of these issues. 
  

  I found this offer to be insultingly low. 

• 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.

*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. ↩