ComplaintsforInternational Hotel Company, LLC

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at your hotel from April *****th. Room ***** When I was leaving the resort, I was approached by a moon resort vacation planner that told me about a getaway and signed me up for future accommodations for any moon palace resorts within Jamaica and ******. I was told that I would be sent additional information along with the terms and conditions via email on Wednesday April 20th. I finally received the terms and conditions and Im absolutely floored. I was scammed and Im launching an investigation . I need to speak to a manager. Prior to my purchase, I asked the agent if there are any hidden fees for the ******* property. Both agents assured me there were no hidden fees. Only the $299 and the balance of $1280. I asked to see the terms and conditions prior to signing and paying but they refused and assured me there are no hidden fees. This was a complete scam and I want to speak to a manager. I also will be making a formal complaint to head office if this is not resolved and notifying My credit card company to let them know fraud has taken place. I was very clear with the 2 agents that they need to disclose any hidden fees and they assured me there was none for specifically this property. *******

  Business response

  05/09/2022

  According to our records, on April 29th referenced client was contacted by one of our Representatives to clarify any possible topics related to acquired certificate, as well as to reiterate Terms and Conditions. Terms and Conditions which are explained to our clients at the time of purchase; Certificate can be used at ************ Resorts, yet, clients must pay an additional fee.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are members of Palace Elite. Once we signed up for the program we were sold over and over again how we can refer 2 couples a year and get a bonus week for us. So we did. We did get 2 referrals to friends, they booked rooms through us. We were excited to book our bonus room for a week. The next thing we find out that we don't qualify for it as one room was referred 2 months before the other one did. Made no sense but we said OK we have another referral that we would like to book. Not only online website is sketchy and not functioning shile booking rooms it is false as well. At first you go to book the room and it says that it is available but if you try to finalize booking it says it is not available and wise versa. So we were trying for couple hours to put through reservations through and some would fail and some would not. Bottom line is we booked same reservation 5 times by mistake with confirmation # *******, 2147983, 2147987, 214989,2205429. All of them were appearantly booked. Once we realized the mistake we canceled them within minutes maybe even seconds. However the Palace Elite customer service keeps quoting the same quote as the cancelations are not refundable. We are $10+k in negative for these reservations on Palace Elite site. We finally were able to book the correct reservations that we are keeping. But we are due money for the canceled reservations within seconds due to website mulfunction. I already reached out to the attorney and will proceed with a if the issue is not addressed and fixed asap. No matter what your cancelation policy is you can not not refund money because your website is mulfunctioning and we are forced to click cancel within seconds once we realize that reservation is going through by mistake.

  Business response

  04/27/2022

  We have escalated the case to the reservations department, details will be provided to the client via email, in the same way contact information will be provided.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made an initial deposit of approximately $1490 USD when exploring a vacation club package with Palace Resorts December 23, 2021. We did not use this membership at all on or before April 15, 2022. Upon deposit we were told that all package benefits would be immediately available because a deposit was made. We tried to explore using the service and options were unavailable to us because the account was inactive. Account remained unavailable for approximately 2 weeks- MARCH 29, 2022 TO APRIL 15,2022.On March29, 2022 I initially contacted Palace Elite/ Palace Resorts member services to cancel the service. They deactivated the service immediately rendering it INACTIVE where I could not use the package I had prepaid /deposited. They then put me in touch with an Account Specialist- ***************************** who tried negotiation tactics twice and then became threatening, aggressive and then non responsive. Did not reactivate account. Confirmed April 14, 2022.Their Data team outlined in the contract as *************************************** has been unresponsive and their entire team unable to direct me to current use of our data and the current timeline for removal from them and their affiliates when requested. Violation of GDPR.Ultimately we would like a full cancellation of the ************* Package upon :1.Non payment of the first payment WITH no further pursuit or claims of any kind immediately. Confirmation of this in writing within 30 calendar days or less from this posting.2.Return of full deposit amount outlined in the contract.3. Revoke of all private and non private info.4.Palace Elite / Palace Resorts ********* services (breach of contract) that should be available the entire time after the initial deposit being unavailable in part or in full between the observed periods from March 29 , 2022 to April 15, ******. Make transparent - FCRA impact to be expected or actions and timeline for such actions once a cancellation process is begun.

  Business response

  04/18/2022

  An executive has been following up with the client, executive has given the client options to assist him and is waiting for a response. We suggest to the client to communicate with the executive to provide personalized attention

  Customer response

  04/19/2022

   
  Complaint: 17028724
  
  I am rejecting this response because: The executive mentioned  ***** Escalante  has not resolved the cancellation or refund, after we sent this message. He is only attempting to reactivate the account which was always within Palace Elite's power to do so and not authorized by us to deactivate at any time. Address the specific issue directly. We want cancellation and refund ONLY with the commitment to not pursue further from Palace Elite.

  "Hello ***** and Palace Elite Team,
  
  Negotiations and further discussions ended over 14 days ago due to non response by Palace Elite/ Resorts. In addition, the account was left inactive since March 29, 2022 and therefore services cannot be rendered up until today April 19, 2022. We did not authorize or agree to inactive account status.
  
  
  We have retracted all data sharing with no response. Use of our data has not been outlined.
  
  
  On December 23, 2021 $1490 USD was pulled from the account as a deposit for future hotel stay discount services that *** be optional to use , 10% of the full final cost as a good faith gesture. This is not a timeshare product or service. Based on your last two emails there is an option of cancellation and refund process that we can choose to move forward with. Nonpayment of the monthly membership seems to also qualify for these categories which brings us to April 15th 2022 first due date for which your team has now not received a payment. We have made no commitment  to not seek  cancellation or refunds by all means necessary previously, at present or in future.
  
  
  Our final response on this matter: We do not authorize any alternate package or services to the current one  with Palace Elite/ Resorts. The current package has never been used. Proceed with cancellation and refund of full deposit for services not rendered and now made unavailable by Palace Elite (in part or in full) since December 23, 2021."

  
  
  Sincerely,
  
  Amoy Moo

  Business response

  04/25/2022

  We would like to share in a chronological manner, the events occurred with Client and their membership_
  
  Clients bought and signed this legal contract on December 23rd, 2021; requested to cancel with no support for doing so, on March 29th, 2022, over 3 months after their purchase. Outside of timeframe marked by Mexican Law. It is a contract governed by Mexican law.
  Client threatens not to make any more payments, it is important to mention, under clause #8 of its membership, contract clearly states that in the event, a member fails to pay for a period of more than 90 days, contract could be canceled definitively and Company will retain all monies paid without any of the parties being held liable.
  Attempts to negotiate with clients were made; conciliatory proposals were shared, they rejected expressing none of them suited them, yet, threatening again to stop making the corresponding payments, unfortunately there are no more proposals available..
  Client continues to request cancellation without giving a reason to cancel. The company has not broken any clauses of the contract or denied any service whatsoever, client terminated negotiations with us on April 14th with an unilateral decision. Then after, contacts BBB
  
  Two proposals are still open, should client wishes to take advantage, client may contact our representative. 

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am the widow of a retired military veteran, and traveling was always a fun part of military life for our family. I thought that Palace Elite could be a useful component in continuing the tradition of traveling with my family. Unfortunately, I wasnt given the whole truth about my ownership, and it has been a burden ever since. I noticed the issues with my agreement on the Sunday after I got home. I knew right away that I needed to get out of it. I tried calling all the numbers I had first thing Monday. Everybody spoke Spanish so I couldnt speak with anyone. I called *********************** and left a message. He called back but didnt have my timeshare paperwork. I gave him all the information about my timeshare so I could cancel. He never got back to me. I was finally able to find a phone number for ****** Services and spoke with ***** *********************************** ******. I explained again that I wanted to cancel. I was told it needed to be in writing and it takes about 5-7 days to hear from them. I emailed my request in writing on 5/11/2021, five days after signing my agreement. I received an email from ************************* a few days later stating he was in charge of my membership. Again, I tell him I want to cancel. He says thats being processed. However, this never happened. Now they've just continued to **** me month after month. I need this timeshare out of my name immediately as I requested 5 days after purchase, and to never be contacted again by Palace Elite.

  Business response

  04/18/2022

  We inform the client that an executive has contacted him to provide personalized assistance, we suggest the client give an answer to the executive.

  Customer response

  04/20/2022

   
  Complaint: 16995824
  
  I am rejecting this response because:I do not see a response.
  
  Sincerely,
  
  *********************

  Business response

  04/27/2022

  Executive has contacted the client to inform that membership has been cancelled. Any questions that the client may have can contact the executive for personalized attention.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I would like to file a formal complaint against Palace Elite for not following the terms outlined within their contract, withholding information from a member,deception in regards to their cancellation policy, and threats to make unauthorized transactions with my bank account. My friend (Phrogie **************) and I signed up for a membership with Palace Elite on October 31, 2021. We made a down payment of $400 towards the membership. During the presentation, we were told numerous times that we could cancel our membership at any time without penalty.In January 2022, we decided that we did not want to participate in the membership for vacation weeks program. We initially contacted Palace Elite in writing on January 14, 2021 asking to terminate our membership and we were told they do not have a cancelation policy and that they were putting our account in an inactive status for a cost of $450, which we did not authorize Palace Elite to do.Furthermore, we asked numerous times for the phone number to their legal office and we were told that the representative that initially responded to our email, was the only one who could help us. We went back and forth with Palace Elite and they would only provide the same response over and over again. Lastly, we have not used any services from the membership program from Palace Elite.To resolve the issue with Palace Elite, we would like for Palace Elite to stop charging our bank account for a canceled membership and to honor the terms and conditions outlined within their contract for canceling memberships.Sincerely,******************************

  Business response

  03/11/2022

  Customer has been contacted by a representative to provide personalized attention, customer may contact us directly to answer any question or clarify any doubt.

  Customer response

  03/14/2022

   
  Complaint: 16790910
  
  I am rejecting this response because:

   

  I have been in contact with Palace Elite numerous times for over the course of a two month period. 

  
  The representative that is mentioned in their response keeps sending me the same email over and over again. Palace Elite is withholding information such as the phone number to their legal department and not being forthright about other details regarding their company. Palace Elite is conducting fraudulent business practices and is not adhering to the terms within their contract.

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

  Business response

  03/24/2022

  Customer has been contacted again by a representative who is waiting for customer answer to provide personalized attention, customer may contact us directly.

  Customer response

  04/13/2022

  I have followed all of the steps with filing a formal complaint against Palace Elite in regards to fraudulent business practices and I would like to know the final outcome.
  
   Palace Elite has not acted in good faith and has not provided me any information whatsoever since my initial contact/complaint with them several months ago. They have been harassing and threatening me since my initial claim with the BBB was made. I need your assistance with resolving this matter and I look forward to hearing from you soon. 
  

  
  

  
  

  Business response

  04/18/2022

  An executive has been following up with the client and is awaiting a response, we suggest the client contact the executive to obtain personalized attention.

  Business response

  04/20/2022

  We have been in contact with Client, starting January 17th,2022 an Executive has provided constant follow-up without any response or cooperation. We definitely are in our disposition to assist Client accordingly.We remain waiting on Clients communication to provide personalized attention.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/15/2021-I signed moon palace membership, prior to leaving the sales department I decide that I did not want to move forward with the membership. The sale team advised me I had 5 business days to cancel at no cost to me and would like to provide me an additional resort pass ** come back prior to my departure to the US on Tuesday, 5/18/2021 because 1) I had spent most of my day in the sales department and did not get to enjoy the resort and 2) because the wanted me to see all the resort benefits before canceling. 05/20/2021- I requested a refund and cancellation of the membership at the Moon Palace resort in Mexico. I was told by the resorts sales team that I had 5 business days to cancel membership. After doing so I began receiving emails from GABRIELA GAMBOA GAMBOA Developers Representative offering different packages at a lower cost. I continue to refuse the offers and ask for a refund. I was told I could only get $103.90 because I had use the membership. I advised I did not use the membership on 5/17/2021 but used an additional day pass **** to me since I spent most of the day pass * received from the airport in the sales department on 5/15/2021. I have since been harassed by GABRIELA GAMBOA GAMBOA Developers Representative and my request for my refund has been ignore. Today I received another email stating that they won a dispute with the bank and would be reactivating my account. Which is ridiculous because I canceled the membership in a timeframe request and I did not use the membership.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/27) */ We verify the information with the corresponding department, the member disputed but he lost the dispute, due to he has use some benefits of the membership. The executive is in negotiation with the member. Consumer Response /* (3000, 7, 2021/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the business response. There was nothing in there documentation that stated that if offer a second day pass ** would be considered using membership benefits or I would have refused and cancelled the membership the same day I signed up for it. Charging me over $600 for a day pass ** insane. The only reason I did not continue with cancelling the membership on *** 15, 2021 was because the sales department offered me a second day pass *** advised me I had 5 business days to cancel the membership without penalty. The department I have been in communication with to cancel this membership never show any intention on honoring their cancellation policy they never investigated the sale department to ensure they weren't lying or offering potential members extra day pass ** prevent cancellation. They just keep trying to sale me the same package for smaller monthly payments with less benefits. To be clear my dispute with my credit card company was due to Moon Palace unwillingness to honor my contract terms and the continuous harassment from GABRIELA GAMBOA GAMBOA. who is still is emailing me and I am still waiting for confirmation that the membership has been cancelled. It is clear the have no concern for resolving this matter with or for me in general they do even know or have realized I am a woman per there response to this complaint. In addition, to the lack of supporting documentation on their part they just keep saying the same thing we can offer you a smaller package price or a $100 refund which is outrageous. Needless to say both Moon Palace and Citi financial are giving me the run around and overall solidifying this complaint with the BBB. No real supporting documentation just empty words and poor customer service and business practice. Business Response /* (4000, 9, 2021/12/28) */ We verify the information, enclosed you will find the Day Pass ************ in the bullet number 8 you will find the description regarding the cost. We suggest that the member should contact the executive in charge of the account. kind regards.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  STOLEN NECKLACE I'm a guest at moon palace sunrise resort. We booked three room total from 11/9/21-11/12/21 thru Expedia. I left my necklace in the moon palace sunrise resort on 11/12/2021. Called back night of 11/12/2021 around 8pm, spoke with someone from public relations at the sunrise resort and was told to send an email regarding my info to create a report so they can do a formal search the next day which consist of three people ( one from public relations, security and manager at the resort ). I did what was asked and sent the email and offered 1k if they can sent the necklace back to me. Called back the next morning on 11/13/21 around 10am, spoke with both front desk and public relation personnel and was told the search is scheduled for 11AM. I was told and confirm that no one or guest has enter the room since I checked out according to security records. Called the resort back at 1pm regarding result of the search and was told nothing was found. I requested to speak to a manager regarding the search and who was involved in the search, advised to send my request thru email. I tried to send another email explaining how I am 100% sure my necklace was there since that was the first thing I did when I got to the room. And that since no one access the room since I left, there's a problem with the people that was involved with the search. My email was blocked and never received an response regarding the result for the search thru email. my necklace is probably in a pawn shop somewhere now in Cancun.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We want to extend our membership for 5 years for free. I called Cozumel Palace (part of Palace Premier) last year and they said I had to wait until September 2021 to extend our membership for 5 years for free. I sent an email to extend the membership on September 10, 2021, and received a reply on September 22 that it is too late. I sent another email with proof that our vacation Exchange certificate has an expiration of 2021. They have not responded.

  Business response

  09/30/2021

  Business Response /* (1000, 5, 2021/09/30) */ Would Client please send the communication with the Vacation Exchange Certificate to ***************@palaceresorts.com with membership number as well I will do my best to assist. Consumer Response /* (3000, 7, 2021/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) We sent the document that Palace Resorts requested. They sent the information to their general management and we have not received an answer yet. One of the emails said it could take 14 business days. Business Response /* (4000, 19, 2021/11/09) */ Client was duly notified previously. given the fact that she is bearing a membership from a previous Club with no extension letter awarded, her request for an extension, cannot be honored. I apologized for our delayed response! Consumer Response /* (4200, 21, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Palace Resorts is unethical in the way they break their word to their members. For many years they told us we can extend our membership for five years for free as long as we have more than 30 percent of our weeks remaining. We sent an email requesting a free extension on September 10, 2021. They sent an automated reply on September 10, 2021: We process each e-mail message in the order it is received, but no answer to our request. We sent another email on September 18, 2021. They sent an email on September 22, 2021, incorrectly saying that our membership had expired. We sent another email on 9-28-2021, with proof that our vacation exchange certificate has an expiration of 2021. They did not respond. We sent more emails and did not receive a response. We called all of the phone numbers we could find and they said it could only be extended by email. We filed a complaint with the Better Business Bureau on September 29, 2021. Palace Resorts responded to the Better Business Bureau complaint on September 30, 2021, and asked us to send the vacation exchange certificate. We sent the vacation exchange certificate again on October 1, 2021. They sent an automated reply on October 1, 2021, that they received our email. They sent an email on October 12, 2021, saying, "Unfortunately the membership and certificates cannot be extended for the 5 years you request and that is because it expired on October 7th of this year." We sent another email on October 12, 2021, listing the dates and emails of our requests. Repeating that we have completed the required steps to receive our 5 year extension before the expiration. We requested that they keep their word and extend our membership for 5 years. We sent another email on October 18, 2021, requesting a response to our email from October 12. They did not respond. We sent another email on October 26, 2021. On November 1, 2021 they changed their story and said, "After validating the information with the corresponding areas, the request to extend your membership for 5 more years cannot be honored. That is because on your contract there is no extension letter on it and unfortunately old memberships cannot be extended it." This goes against everything that they have told us all these years. We followed their rules and we want them to extend our membership and certificates for 5 years for free as they promised.

• Initial Complaint

  09/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I'm august 2020 we booked several rooms for travel oct 7 to 13, 2021. At the time Ileana Cortes stated the current promotion is 50 percent for our travel dates. We had to secure all rooms with a one night deposit. I was informed, all rooms regardless of type is 100 percent refundable until 2 October 2021. The resort confirmation received stated we are entitled to refund up until 3/5 to arrival. On 1 September, the Muhammad family decided not to travel due to Covid. The Lacey family, due to her moms age decided it would not be safe for her travel. The confirmation is XXXXXXXX and XXXXXXXX. We were informed these two rooms is not refundable. The agent or the confirmation receipt state non refundable. I am requesting full refund for both families. I will continue to pursue acton ie., contacting Attorney General or embassy until full resolution. As well I will ask the group who will be travel king to Jamaic in October 2021, to post a review, negative on Yelp and any other site we can find

  Business response

  10/29/2021

  Business Response /* (1000, 5, 2021/09/27) */ In regards to this case, clients on reservation XXXXXXXX have been contacted by our Representative, cancellation has been made and refund is in process. Our Representative has been unable to contact Clients on reservation XXXXXXXX. Communication is vital to settle this matter. Client may contact ***************@palaceresorts.com Consumer Response /* (2000, 7, 2021/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refunds for both confirmation have been proceeded. Thank you Consumer Response /* (3000, 11, 2021/10/08) */ If we are not eligible for the 1500 credit please provide the documentation stating we are not eligible. Over the past year making monthly payments for resort I was not provided documentation nor did the sales agent mentioned we are not entitled to the 1500 resort credit, I am requesting for all 9 rooms to be eligible for 1500 resort credit for our upcoming travel, 7 to 13 October. If we are not eligible please provide documentation i signed stating not eligible for resort credits.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  September 2021. My wife and I came to Le Blanc Los Cabos for our honeymoon. We were met with terrible service and lack of follow through. We experienced tremendous distaste in the way the hotel handled a Category 1 hurricane hitting. There was little to no information or guidance given to guests, and minimal attempts at safety precautions. In addition, my wife and I got food poisoning while on the trip, and when we told the concierge - he said that wouldn't be possible at the hotel. He then said there'd be no way to verify it and proceeded to not deliver the Gatorade he promised to. Beyond that, we witnessed the hotel lie to us and other guests in regards to the status of power, air conditioning and hot water, though those guests called in advance to ensure all was up and running - Le Blanc lied and said it was. Which is I view as fraudulent. Our honeymoon was ruined and we left early. And management did nothing to help. We want an apology at the minimum. We expect and plead for care.

  Business response

  10/20/2021

  Business Response /* (1000, 5, 2021/09/22) */ On behalf of our business, my most sincere apologies for any inconvenience experienced throughout your stay at our resort. One day previous to sending this information thru BBB, we received your review on Trip Advisor. Please note, the Representative in charge is gathering all information to respond to you. Your patience is greatly appreciated. Consumer Response /* (3000, 7, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response was simply a delayed promise of a future response. Your organization has continually delays and promises responses, with a lack of follow through. I need a punctual, timely and legitimate response. I've seen this in the way Le Blanc has handled other reviews on Trip Advisor. There were multiple posts from the same week of our trip of couples who received food poisoning - something the hotel said would be "impossible" to have happen. I expect a genuine apology, ownership of the poor service we received, and money back from our trip. We booked through Costco Travel. At minimum I want reimbursement for our stay at Le Blanc, and our early flight home covered. We will not credits for other resorts within your company, as we will NEVER return. Money back would be what we would accept.

*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. ↩