ComplaintsforInternational Hotel Company, LLC

• 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,
  
  ***************************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to formally address an unresolved issue regarding my timeshare property at Palace Resorts, despite multiple attempts to contact various representatives within this organization, I havent received a response. I paid for a timeshare transfer of two properties to upgrade to my membership, which to date, has not been implemented. I paid over 5k not to mention the maintenance fees of the time share properties I continue to pay which are over 3k collectively.

  Business response

  05/20/2024

  An executive has been assigned therefore we suggest to keep the communication with the agent whom will gladly assist the client.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a membership back in July of 2022. I was never told my membership would have a limit on the number of nights I could use based on monthly payments. I was told I could refer as many people as I could for the first three years no limit. That was a straight out lie. After a few referrals my membership was blocked because I had no nights available based on the payments I had made so far. After several calls I was told there was nothing I or they could do. I asked them to tell me where I could find such clause in my contract they didnt know what to tell me other than send an email to customer service. I sent several email but no response. Another issue just recently, I was trying to book bonus nights I thought I had available but I guess I was wrong. I called palace elite reservations and they said their system was designed to give me the less nights possible. Long story short I paid ******** for a membership I couldnt use they way I was promised. Last year (July 2023) I went back to Cancun and took the presentation again just to file a complain and they simply said I miss interpreted the contract and how they explained my membership. What a rip off! Please dont let palace reps take your Money!!! If you have money to throw away go somewhere else or just book your night through ****** or Expedia. Just dont but the membership. Im looking for legal advice as we speak.

  Business response

  04/17/2024

  The company has not incurred a contract agreement since it was signed in front of a Legal Verificator Officer and questions were answered in order to continue with the signing of said contract. We suggest the Client to contact  ************************** at: ******************************************** and an executive will be assigned to assist the client.

  Customer response

  04/17/2024

   
  Complaint: 21586282
  
  I am rejecting this response because: I called member services several times and no one was able to answer my questions. They would only tell me what I can or cant do in regards to my membership and that they couldnt discuss anything regarding my agreement that it would have to be with another department. I asked to speak with a supervisor or someone that can answer my questions but I was told they couldnt do that. They said they could only send an email on my behalf and that someone will call me to resolve my issues which they never did. Out of all emails I sent only one replied just to tell me to call them. I dont understand why we cant talk to someone that can answer my questions. Regarding the agreement I signed, it is true I asked questions and things were explained to me but my issues have to do with falses promises to get me to purchase the membership and now that I want to take advantage of my investment palace resorts simply says we cant do that anymore. I asked for an explanation and they just told me thats the way it is. This is the second membership we bought. We didnt have any issues with the first one because everything we were promised we received but this second time was different. 

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

  Business response

  04/22/2024

  As already mentioned, we suggest the Client to contact  ************************** at: ******************************************** and a Legal Verifier Officer can contact the client hence, said the client indeed contacted the ****** Services through e-mail however no request was mentioned to speak with an excutive regarding membership details or the contract. Per records, back in January 23, 2024, the client contacted the reservations center for information on bookings, there has been no contact with the company ever since.

  Customer response

  04/22/2024

   
  Complaint: 21586282
  
  I am rejecting this response because: I indeed contacted members services in January 2024 and I did not mentioned I wanted to speak with an executive regarding my membership because I just wanted information regarding a possible booking. My complain goes back to 2023. They should have a record of all calls I made and emails I sent as I mentioned before. Again, back in ***************************************** legal department but palace resorts reps refused to transfer me over due to company policy. Again, I was told they could only send an email on my behalf and that someone will get get back to me within ********************************************************* an email. I kindly request Palace Resorts not to make it seem like I havent tried to resolve the issue directly with them because I have tried. Like I said in my previous emails, last year I stayed at the moon palace and attended the presentation and The Grand just to express my frustration, in fact the manager who sold me the membership happened to be there. I talked to him but him and his Manager showed no interest in resolving my issues. Instead they focused their efforts in trying to make me upgraded my membership. I was very clear with them about  how i felt and after a long conversation I walked out. I kindly request Palace Resorts to have a executive reach to me to resolve this issue.

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

  Customer response

  04/23/2024

  For the record Palace resorts did not make an reasonable effort to resolve this dispute as you BBB noted. I dont understand why the complain was closed.

   

   

  Respectfully 

   

  **************************;

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Palace Elite concerning their refusal to facilitate the cancellation of a vacation agreement under distressing personal circumstances. I have tried numerous times to reach out and no one has responded to me. My wife and I initially signed up for this ownership, believing in the integrity and value proposition offered by Palace Elite. This belief was rooted in trust, particularly important to me as a military veteran, where honor and integrity are paramount. Sadly, my experience has been starkly contrary, characterized by disrespect and a profound disregard for our situation.I am going to have 2 serious operations coming up and it will be very doubtful I can travel afterwards making using this ownership impossible. My wife, my partner in this agreement, has passed away, leaving me not only to wrestle with my grief but also with the financial and emotional burden of a vacation that now harbors painful memories. This situation is exacerbated by the fact that we were able to use the vacation only once, rendering any claimed benefits void and leading to a significant financial loss.Adding to the gravity of our plight is the realization that promises made by your companypromises which swayed us into this commitmentwere evidently misleading. Touted as a beneficial investment, it has instead become a source of financial strain and emotional distress, more so in light of my wife's health issues and subsequent passing.Given these circumstances, I am requesting immediate action to release my name from this vacation agreement and to process a refund of the initial sums paid. I hope that Palace Elite recognizes the gravity of this situation and proceeds with the dignity and respect it necessitates. I look forward to a prompt resolution that acknowledges the emotional and financial toll this has taken on my family.

  Business response

  04/03/2024

  We suggest the Client to contact  ************************** at: ********************************************* our executives will be in the best position to assist you. It is very important to include their right Affiliation number.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Traveled to Moon Palace sunrise on 3/19 - 3/26. Upon arrival we were asked if we wanted to do a tour and breakfast for the next day. After meeting the person, it was then informed to us that it was a sales presentation. Moon palace then offered 750 resort credit and a 2 day water park pass for doing it. The presentation was supposed to be 90 min, instead it was over 2 hours. The next day we went to use our waterpark passes and someone else *********** was only for 1 day eventhough there were alteast 4 sales people that reviewed and acknowledge the two day pass which was documented. On my second day I had to argue with several vacation planners about the discrepancy. Plus come to find out the resort credit could not be used on any of the activities that were advertised at ********* (ATV, zipline) or through the vacation planners. It was strictly for the spa services so credits were unused. Very bad experience at Moon Palace sunrise

  Business response

  03/28/2024

  We suggest the Client to contact  ************************** at: ********************************************* our executives will be in the best position to assist you. It is important to include their Affiliation or reservation number.

  Business response

  04/02/2024

  Please note, as part of our welcome protocol, an invitation to attend the ************* seminar is extended, with no conditioning to do so. Should they accept the offer, they are informed that a 90 minutes attendance is needed, for them to receive the offered award, however, time may be vary depending on the interest that each client shows.
  
  In their specific case, they agreed on 750 RC and one day pass for all the family members (Two Adults and Two Children).

  Terms and Conditions apply when using the Resort Credit promotion; benefit may be used for selected activities/tours,spa services and/or gift shop souvenirs.

  The Information dully described to all clients. Clients used their Day Pass experience on March 21, 2024; a total of ****** resort credits were used for a "Magic Moment Awe Kids 50 Minutes Massage" on March 23, 2024 at 09:00 am.

  My sincerest apologies for any misunderstanding related to the gifts awarded in exchange of their valuable time.
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *************************** Contract # ******* ************************* Contract # ******* ************************* Contract # ******* 1. 3 couples from your group attended the Moon Palace Resorts Cancun Sales presentation on March 16th 2024. 2. All 3 couples were seated together and promised a bunch of incentives with no blackout dates, no additional fees besides $750/week to use our 40 weeks to any hotels around the world including all of Marriott and Hilton hotels. 4. Based on the information provided to us all 3 couples decided to sign our individual contracts dated March 16th, 2024. 5. The very next day after talking to other members, Interval International and learning more about the contract, we were shocked to learn how much we had been lied to and deceived into signing the contract. 6. We also emailed the ****** services at Palace Resort and copied Profeco ****** on March 18th, 2024, to cancel our contracts and refund the money. No response so far. 7. While still at the resort all 3 couples decided to go back to their sales office to rescind/cancel the contract we signed less than 48 hours back.8. They refused to cancel our contract, were rude to us and instead tried to sell us a lower cost package in lieu of the original package. 9. We told them money is not the reason we want to cancel. Neither did we change our mind about the purchase, instead it was the lies and promises that they told us which turned out to be completely false. They deceived us into signing the contract by promising things that in reality we found out that is not true. 10. We told them as per the ****** Article 56 we have the right to revoke the contract. Their response was that Article 56 does not apply here.12. All 3 Couples have not used any of the Resort credits or benefits offered to us as part of these contract Heres the ****************** Consumer Protection Law about Revoking a contract within 5 days. Please see ARTICLE 56 in the link. ******************************************************************

  Business response

  03/23/2024

  An executive has been assigned to the Client therefore we suggest to keep the communication with the agent whom will gladly assist the client.

  Customer response

  03/25/2024

  Yes, someone has been assigned and has agreed to work on the cancellation and refund the money.  They say the process will take about 2 weeks.  Still waiting for 2 weeks to finish and will close the request once a refund has been received from the business. Thanks for your help. 

  Customer response

  03/26/2024

   
  Complaint: 21461166
  
  Yes, someone has been assigned and has agreed to work on the cancellation and refund the money.  They say the process will take about 2 weeks.  Still waiting for 2 weeks to finish and will close the request once a refund has been received from the business. Thanks for your help. 
  
  Sincerely,
  
  ***************************

  Business response

  03/27/2024

  Refund processes may take from 15 to 30 days, regardless, we advise the client to keep in communication with their assigned agent for further updates. 

*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. ↩