ComplaintsforInternational Hotel Company, LLC

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Myself and partner went to celebrate our birthdays (which is the same day) so I wanted it to be special.First off, I have a boy cut and it is blonde. The shower had long black hair all over it and I did not see it until the next morning, AFTER we had showered. I felt completely disgusted. I also noticed that one of the tissue rolls had only a little tissue on it, the package that had the shower cap, etc., only had 2 out of the 4 items that it should come with. There was only one bathrobe. The fridge was not working, and our Oceanview was obstructed by the building. I did go downstairs the next day to express my concerns and someone had most of the issues fixed, however, I still never received the other bathrobe for the entire stay.We ordered room service several times. One time, it took about an hour and a half and when it finally came, the food was cold. The next time, they never came at all and the last time, the app said it would be 40 minutes and it was well over 1 hour when the food came.On I believe Friday, several bars outside were out of Mango so we couldnt get one of our favorite drinks (the *******************.) I had 750 resort credits that I could not use because the boat wasnt working to do the activities that we wanted so I lost those. I only got to use 150 of the 750 for the spa and you all ONLY allowed me to use a fraction and what I had and I had to pay for the rest out of pocket!I called for baggage to get our bags on the way out leaving the resort after our stay, and they did not even come to get them. Even the chairs are nasty in the lobby. Its just completely unacceptable that a palace resort would think that this is okay. I even paid ***** for happy birthday balloons and one of the 4s on the 44 started to deflate the same night. I am completely dissatisfied and disgusted at this resort and I need answers. We work very hard for our money and this is not right. I do not appreciate this. The room was no cleaned prior to us using it.

  Business response

  04/03/2024

  Please take into consideration that none of the points described in thier claim, were voiced throughout their stay with us, otherwise, we would have done everything within our power to remedy the situation or assist them in every way possible.
  
  Although, some delays may occur derived from the increasing demand of service during high season, our records show that all ************ orders were completed.
  
  Purchased room category, (Ocean View Room). Resort Credit Promotion may be used for selected tours/activities, gift shop or spa services. Terms and Conditions are duly described by our Representatives at the time of booking.
  
  On behalf of the company I represent, my apologies for any incovleneince they may have experienced and I sincerely regret not having lthe opportunity to remedy any given situation whilst under our care.

  Customer response

  04/03/2024

   
  Complaint: 21392227
  
  I am rejecting this response because:

  First off, I sm going to post about this to 
  social media. I know you didnt look into my complaint because if you did, youd know that I went downstairs the VERY NEXT MORNING AFTER ARRIVING TO COMPLAIN. I showed pictures and someone was sent up to fix the fridge and clean the nasty room. Furthermore, I voiced another complaint BEFORE I left and was given an email address in which I took a picture of while was standing at the desk. You are a lair whoever you are and I emailed that address back in February with no response. The service was poor, the room was nasty, hair was all over the shower, the ************** were unavailable at times, we couldnt use the resort credits fully, the fridge didnt work properly, the ocean view was a JOKE, and youre making excuses instead of remedying the bad service. You should be ashamed to even ask someone to endure that on a birthday trip. Please see the screenshot of the email that was sent the day we left. He NEVER RESPONDED!!! 

   

  Sincerely,

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

  Customer response

  04/03/2024

  This email was sent the day we left after someone from the front desk gave it to me. So whoever responded to this complaint is being dishonest. The place was nasty and unkempt. Look at the fridge, does it look like the drinks are cold? Look at the hair in the shower. Im low cut blonde and theres long black hair in the pictures the day we arrived. I mean who doesnt respond to an email when youre told theyre the PRESIDENT of the resort? Now this person is making EXCUSES.

  Customer response

  04/04/2024

  These werent even new. They were left behind from the people before!!! The towels werent even stocked! There was only ONE BATH ROBE THE ENTIRE STAY!!! I also paid ***** for birthday balloons that were deflated!

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On day 2, our water was out in our room for the majority of the day. They gave us no information about if and how it would be resolved and no plan B for what wed do if it wasnt resolved. They said they couldnt move us rooms because there were none left available even though online it showed several were still open. They kept saying the lack of water to our room and a few others was out of their control but the response was absolutely within their control. They shouldve either moved us to another room or called another one of their properties and arranged for us to be placed in a comparable room. Once the water turned back on at about 6PM, it was orange/brown and smelled like sewage, so we still couldnt use it. It took hours for the color to be clear and the smell to be gone, except in our bathroom and one of the sinks which is still smelly and yellow.When I wasnt able to get any information yesterday about the water, it took her leaving a ****** review for someone who could rectify the situation to come talk to us. She was the head concierge. Her primary concern seemed to be the ****** review being taken down; not our experience. The public relations manager was just as useless and unhelpful. We couldnt wash our hands use the restroom or take a shower in our room from the time we left our room in the morning morning (9 AM) until 6PM. Had to use communal facilities in the basement spa.

  Business response

  03/12/2024

  A series of events affected clients, resulting into water supply being disrupted.Once Maintenance was completed, water pumps were re-established, the restart caused some sediments changing the waters color.

  Our records indicate that whilst under our care, PR representatives reached a compensation agreement which added up to the amount of $1,053.92 USD. 

  In compensation for any inconvenince experienced throughout their stay, they accepted:
  
  *THREE 50 minutes massages,         $ ****** USD  Retail value $ ****** USD ea.
  *Private Transportation on departure  $ ****** USD
  *Billing adjustment in the amount of    $204.92 USD.

  Thank you for your attention.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called and emailed this company several times to request a cancellation of my contract. This vacation contract was very misleading and what I was told I would receive at the presentation is not on my vacation profile. In addition the membership is a scam. Im paying $5000 for a membership that isnt giving me any benefits. The cost of a vacation even with my membership is between $4000-$5000. The same exact vacation is priced at a fraction of that amount on Expedia and other booking sites. This is just a ploy to take travelers money. The company is also full of lies. I was told I would receive 12 weeks upfront because it was being shared by 3 families and I only received 2 weeks total. I called customer service and was told you get weeks added as you pay which is not what we were told during the presentation. We also were told that if we were not satisfied, we could cancel at any point, we would just lose weeks. When trying to cancel, I was told I am not able to do so. This company again tells you what sounds good during the presentation and goes against everything they discuss. My contract is so generic, it doesnt even highlight all terms addressed. I have 3 witnesses who sat in the presentation with me to attest that all that I am arguing is true. Please refund my money and cancel all future debits from my account.

  Customer response

  02/19/2024

  My account ID# is *******. 

  Business response

  02/20/2024

  An executive has been assigned to the Client therefore we suggest to keep the communication with the agent whom will be in the best position to help the client.

  Customer response

  02/21/2024

   
  Complaint: 21315843
  
  I am rejecting this response because:My account ID# is *******. 

  
  Sincerely,
  
  Rotika ******

  Business response

  02/22/2024

  The Company has received a Dispute notice, therefore the client has to wait for the bank's outcome. We advise the client to contact their bank for further information on the aforementioned dispute.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Transaction and contract happened on February 06,2024, membership number 4xxxxx1, Moon Palace the Grand, Cancun.Sales agents *********** and ************************************* told us they will send the terms and the cancellations policy but when I checked my email, did not find any term about cancellation policy. Also they did not give us hard copies of the contract, just got the signature electronically, without showing all the terms. The day after on 07th Feb we went back again and explained the situation and wanted refund our money , but they refused and said *********** is off today although I saw him later in department. They totally played with us and forced us emotionally in front of my kid, they told that moving us to Grand from Sunrise, but after contract was signed, they refused.. They ruined our vacation and gave us lots of stress, they bond me in the contract without any cancellations policy although we went less than 24 hours and requested to cancel it. By this, I request full money back and cancel my contract because they were not clear about cancellation policy and telling lies for commission, duration of the contract. I paid 4500 USD for the membership and after reading the electronic received file, I found the terms of contract were different and not acceptable for me, even I asked them to keep the money and give me the credit for future, but they refused. Their approach was totally unprofessional and out of ethics. Again requesting full refund, although my vacation is ruined and didnt leave with a good memory.

  Business response

  02/18/2024

  We suggest the Client to contact  ************************** at: ******************************************** and include their Affiliation number, an executives will be assigned and in the best position to assist the client.

  Customer response

  02/20/2024

  The case has been forwarded to provided email address: ********************************************

  Customer response

  02/23/2024

   
  Complaint: 21309801
  
  I am rejecting this response because:The case has been forwarded to provided email address: ********************************************

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

  Customer response

  02/29/2024

  Hello,

  I received a response from The Palace Company and don`t accept and agree with it, I`m going to answer them back and CC you.

  Regard,

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

  Business response

  02/29/2024

  We advise the client to keep in touch with their assigned executive for further assistance on this matter, since the company is in the best disposition to assist the aforementioned client.

  Customer response

  03/04/2024

   
  Complaint: 21309801
  

  Thank you, we have replied back their email on 29th Feb and are waiting to hear back from Elite Palace

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

  Customer response

  03/06/2024

  Hello,

  We received another response today from Elite Palce and very nonsense for **, looks they play with us, you can find it in the attached file. We would request to keep our case open. 

  Thanks,

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

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I obtain a travel membership package in ****** in May 2023. They didnt call it a time share. The total package cost around $9k with a monthly membership fee of $150. I paid down $2,700. I was told by the salea person that I can cancel my membership anytime with no refund of the down payment. After almost a year of paying, i realize they are a lot of stipulations when it comes to taking a vacation. This was not explained to me prior to being a member. They tell you what you want to hear just to get you to sign. I felt pressured and was told I can travel the world on a discount anytime I want. I realize that they are a lot of block out dates and addional fess associated with take a short vacation. I emailed the company and spoke with *************************** and was told i cant cancel and they can only make my account inactive which will incur additional fees. I told him the sales rep told me I can cancel anytime without my deposit. So bascially they tell you lies just to get you to sign up. I also sent another email to **************************************** but I havent gotten a response. I just need my member ship to be cancelled and Im not seeking my deposit back.

  Business response

  02/08/2024

  We advise the client to keep in touch with their assigned executive for further assistance on this matter, since the company is in the best disposition to assist you.
  
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I tried to cancel my membership (there is nothing about cancellations in the contract) and was threatened both by phone and email by the sales manager I spoke to

  Business response

  02/07/2024

  The Client has accepted the termination of the membership, they are aware that no refund  is expected on their part.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Your hotel, Moon Palace, is riddled with bed bugs. I was there for a concert and ran into people all with the same problem. Bed bug bites. You did everything to deny itwell now I have had a biopsy done and all my problems are bed bugs coming from your hotel. You didnt even try and help find new accommodations. I got to sleep in a bathtub to avoid it. I will never come to your property again and have spread the word. Foul operation.

  Business response

  02/20/2024

  In order to further review this case, please contact: ******************************************. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Certificate Folio ZCJGE-KF-**** I am sending this complaint because the information we were given at the resort for this special was not what we are being told now. As we were leaving the Moon Palace resort we were approached by their sales team. The genetlemen asked how many people were in our room we told him 5. He said he could get us a deal on a 5 day, 4 adult resort stay for only $1250. That we would pay $299.00 for the special and pay the rest when we were ready to book. I even repeated it, so the $299.00 would go towards the cost of the resort reducing the resort total when we booked, he said yes. That we would only owe the difference.Now when we call the 800# we are being told the $299.00 does not go toward the payment of the resort it is a separate fee. It was only to receive a certificate. A certificate that just allows us to book a resort. This certiciate doesn't give any discounts it just puts our name on a list and allow us to call this 800#. We still have to pay the full price of the resort which is not $1250. The resort prices per the 800# representative range in the $2000 to $4000. This is a surprise and very upsetting. Why would I pay almost $300 dollars for the privilege to book a resort. I paid $299.00 because I was told it would go toward the cost and reduce the resort cost, also I was told the resort was $1250 for four adults. The customer service at 800# says the resort cost is for two people and not four, I would have to pay an additoiinal $1000 for each additional adult. This entire thing is a bait and switch and illegal. I would never give $299.00 just to receive a certificate to later pay full price for a resort. I am requesting my money back of $299.00. This is fraudulent sales.I was deceived by the sales team as we were leaving the resort. The guy explained that this is a deposit toward the cost of the resort once I booked. That this $299.00 would reduce the final cost. I even repeated what he said to confirm what we were told, and now we are being told something entirely different.I don't support or condone such deceit and request that you return our funds immediately.The 800# customer service gave me the email address to file a complaint which I did and I have not heard anything back from them. they did not even acknowledge my complaint. So I am now filing this complaint with better business bureau in hopes of getting a resolution.

  Business response

  02/03/2024

  We suggest the Client to contact  ************************** at: ******************************************** and include their Affiliation number, our executives are in the best position to assist you.

  Customer response

  02/05/2024

   
  Complaint: 21170141
  
  I am rejecting this response because: I already contacted their complaint department via email, that is why I submitted the complaint with the BBB, no one responded.  That information is written in my initial complaint.  I also called the customer service while waiting for a response from BBB and the supervisor there said someone will contact me back for my refund.  It has now been a few weeks since speaking to that person and I have not received any responses.
  
  ******************************************

  Business response

  02/07/2024

  We suggest the Client to keep in touch with the agents that are already providing information and follow-uo on their request.
  
  

  Customer response

  02/08/2024

   
  Complaint: 21170141
  
  I am rejecting this response because: no one is providing information.  No one has given me my refund. There is no real action on your part. It has been almost a month since I submitted my complaint via email to your agency and still it has not been resolved. 
  
  ******************************************

  Business response

  02/18/2024

  The corresponding department has issued the refund required by the client therefore, as suggested already, we advise the client to keep in touch with the agent that has been in contact with them.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In January 9, ****, I completed a Request Change Form as required to change my name. I was told that all owners have to sign the Change Request Form. The name change was for myself as a result of a divorce and remarriage. I emailed a copy of the filling legal documents to verify my name to ********************************:A copy of my previous and current drivers license. A copy of my divorce decree A copy of my new Marriage Certificate A copy of my *** passport I also informed *************** ****** that the other owner, my ex husband was unwilling to cooperate and would not sign the Change Request Form. She contacted the other owner and copied me on the email. He refused to sign or provide authorization for my name to be changed. I was told that because he didnt t agree to MY name change that Palace would not update my name on the contract PE6004697. I continued to try to explain that I no longer have any valid identification in my former name of *****************************. I also explain ** that I did not want to change anything else on the contract. Not the contact information. Not the beneficiaries. Nothing but MY name which has changed to *********************************. How is this reasonable that I cant change my name on my Palace Ownership contract because my ex husband will not sign to authorize the change. I am unable to use my time share (weeks) because my travel documents are in my new name. I am asking that someone review this and agree to change my name on my contract or perhaps issue me an addendum to recognize my name as the documents submitted evidence.

  Customer response

  01/12/2024

  Im attaching the documents that have been sent to ******************************** at Palace Elite 

  Business response

  01/14/2024

  We advise the client to keep in touch with their assigned executive for further assistance, the company is in the best disposition to assist the client
  
  

  Customer response

  01/17/2024

   
  Complaint: 21134524
  
  I am rejecting this response because:

  Im attaching the documents that have been sent to ******************************** at Palace Elite 

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

  Business response

  01/20/2024

  It is important that both parties involved reach to an agreement, since all parties involved have the same rights. We advise the client to keep in touch with their assigned executive for further assistance.

  Customer response

  01/23/2024

   
  Complaint: 21134524
  
  I am rejecting this response because:
  My name has changed. I am no longer *****************************. It is unreasonable that the other party has to agree to a name change. 
  

  I legally changed my name after a divorce. 
  The  other owner who is my ex husband refuses to agree to my name change because he is angry.

  it makes no sense for the other owner to be required to agree to my name change.

  I sent you as proof of identification a copy of my old drivers license with the name *****************************. I also sent you a copy of my divorce decree and new marriage certificate. Additionally, a copy of my updated passport which reflects my new name ********************************** 
  

  Regardless of the other owners agreement my name changed. 

  I am unable to travel or use the benefits of my Palace Elite contract and interval International because all of my documents have been updated to reflect the legal name change to **********************************

  If you refuse to change the contract even after receiving all legal documents verifying my new name, would you please offer some other option.

  Can you issue an addendum just stating that my name has changed?

   I do not want to change anything else. PLEASE. Just my last name.

  Can you send me a letter stating that you recognize ***************************** and ********************************* as one of the same so that I make reservations with my new last name?

  PLEASE BE UNDERSTANDING AND REASONABLE. 
  

  All  I want is for you to change my name.

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

  Business response

  01/27/2024

  As mentioned before, we suggest the client to keep in touch with their assigned executive for further assistance and advise, since the company has the best interests in its clients. The assigned executive will provide the best options on what to do about the client's request.
  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Membership #******* with Palace Resorts in Cancun ******. I/we own timeshare for years-over 20 years now. Haven't used it much over the years but am trying to use it now over the past year or so we are now able to start vacationing finally.We have 4 weeks 'free' imperial weeks for staying in a Palace Resort specifically in Cancun. We also have 110 or so weeks to exchange with RCI which we have a separate account for.Recently I am over the past year trying to book the 'free' weeks and try to book additional weeks for vacation for myself and my family and can't 'speak' to anyone on the phone to do so. The reps at ************************************* tell me my membership has been revoked and I have NO account. ************************* ********************** need to contact ******************************************** in order to discuss my membership and why I have lost over $22,000 of vacation weeks / timeshare that I paid for years ago! There is NO phone number to speak to member services and they totally give me NO responses to help!I am SUPER FRUSTRATED & truly want to reap the benefits of the money I invested for this timeshare and weeks of vacation. Especially utilizing my 'free' weeks! I am in desperate needs of help to get my membership back on track and my other # is *******. There is another number for customer service ************ for ********************* for Palace Elite customer service - BUT still get no where with these numbers as well. I have been trying to get this resolved for over a year now - but had no choice but to reach out to you for help/assistance because I am not getting any help/resolution. I am being ignored and can't afford to loose all of my money invested. I've moved a few times as well and have always tried to send them my updated addresses. Any annual dues owed I would gladly ********** have NOT received any 'bills' or fee notices in ************ do have my updated address for both times I have moved.Please help me/us! My family deserves it.

  Business response

  01/07/2024

  The Client had a membership with a company that is no longer in service, nevertheless due to 9 years of Club Fees not paid  per agreed on the contract, said contract rescinded and is no longer effective.
  We advise the client to keep in touch with the ************************** at: ********************************************* include their Affiliation number since an executive will assist you.
  
  

  Customer response

  01/08/2024

   
  Complaint: 21101801
  
  I am rejecting this response because:  the company NEVER NOTIFIED me about my membership being cancelled or that fees were owed.  They OWE me 4 weeks of Imperial Weeks which were included with the original purchase as well which had/has nothing to do with my membership fees!  These 'complimentary weeks' are owed to me.  They were making reservations for me back in October 2022 and then came up with my membership being unpaid.  I asked them WHY would I not pay $110 a year that they are now telling me has gone unpaid for 8 years if I had known it was due???  I paid thousands of dollars for complimentary vacation weeks and received 110 weeks of travel and even keep up with RCI my exchange company annually, they have NOT billed me via mail / **** or even email to tell me I was in default and owed these minimal monies....  I would never have defaulted with the chance of loosing thousands of dollars of vacation - by owing these small fees that they are NOW telling me about.  They should make good on something!!!  Please Please help me get them to do something for me and my family, I cannot afford nor would I have defaulted and knew about it and the risk of loosing so much.  They owe me the good of reactivating my membership provided I pay what is owed since they never alerted me of loosing my membership due to these unknown fees that I wasn't billed or even emailed....  

  they owe me - I am a good consumer and should be treated as such....  They at least owe me my weeks that came with my purchase regardless as well!!!!
  
  Sincerely,
  
  **********************************************

  Business response

  01/11/2024

  An executive has been assigned to the Client therefore we advise to keep in touch with the agent for further information or assitance.

  Customer response

  01/15/2024

   
  Complaint: 21101801
  
  I am rejecting this response because:  I have NOT been contacted by any executive from the company as of yet.  My # is ************ & email is ***************************** I have to 'wait' on them to contact me because again I have not been successful reaching out to anyone there for assistance.....  I would love to have the executive contact me for assistance and to help figure something out.  
  
  Sincerely,
  
  **********************************************

  Business response

  01/20/2024

  The client has been contacted and informed since 2022 that the contract has rescinded due to lack of payments as per agreed per contract. The company had agents trying to reach out to them without successm, nevertheless, said clients knew about their payment obligations since they signed a contract in front of a legal verificator therefore the company has not incurred any agreement.

*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. ↩