ComplaintsforUniversal Luxury Resorts

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had purchased a vacation package and paid the resort fees. Between the package and the fees I spent $1737.98. Before we were able to go my wife was diagnosed with an aggressive form of breast cancer. I asked for a refund, and they still haven't issue it after 6 months. I also contacted the resort to see if there was anything they could do and I was informed that no reservation was ever even made for me. They won't return my calls, emails or texts nor will they refund my money.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On Saturday April 8 I got a phone call from someone saying they are ************* offering a deal on booking vacations for Hilton rewards members. I agreed to hear the offer. I was transferred to a guy named *******************. He offered me 2 vacations for $350 he never said he was not ****** he kept calling himself ******. He also told me they were NOT A TIMESHARE. Since they werent a timeshare and I like ************** agreed to the offer and was charged immediately. 48 hrs later I receive an email with a link to universal luxury vacations welcoming me to the program I was shocked I looked up the properties and they were definitely not ****** then I read the rules and it stated I had to attend a VIP sales pitch for each of my vacations or pay full price for my vacation. Sounds like a timeshare to me! They lied and lied again. I immediately attempted to reach them after getting the email vial their online chat person requesting a full refund immediately the person who told me they will forward to the sales person who will call within 24 hours. The next day I called and left a voicemail requesting immediate refund! Still no one has called and no one has refunded the money.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was called on 3/14 for regarding a vacation package I asked many questions and bought the package. I asked if I needed to sign anything or review and hey said they told me everything and took down my credit card. I called the the next day when I received the packe and asked about incorrect lies that the rep stated as well as several items they did not disclose and asked for a refund. I left several messes and the last personwould not give me a refund just additional vactions which I did ot want. I called another ************* and she advised me that there were a lot of people saying false things and were recently let go and my rep that sold it RyanKing was one of them. **** advised me ****** was spposed to teview the calls but in fact he advised me to contact my sales rep and should have known he was fired for lying to customers. ******************* stated he does not review calls when that is what he does

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This letter is to file a complaint against Universal Luxury Resorts concerning a vacation package I purchased on February 6, 2024, for $350. Misrepresentation During Sales Call: During the initial sales call, I was specifically interested in a package suitable for single travelers. However, upon reviewing the terms and conditions, which were not presented during the sales process, I discovered significant discrepancies: Limited Options for Single Travelers: Over half of the advertised vacation options are restricted to couples, rendering the package unsuitable for my needs. Mandatory Showcase: The terms mention a mandatory showcase attendance, which contradicts the information provided during the sales call. Attempts to Resolve with Company: I have attempted to reach Universal Luxury Resorts via phone and email to address these discrepancies but have not received a response (see attached files). Request for BBB Intervention: While the terms and conditions may state non-refundability, I believe the significant misrepresentation of the package during the sales call constitutes a violation of fair business practices. For your reference, I have attached the following documents: Email correspondence with the company Original terms and conditions of the vacation package I kindly request the BBB's assistance in mediating a fair resolution with Universal Luxury Resorts. I would appreciate a full refund of $350 for this misrepresented vacation package. Thank you for your time and attention to this matter. Sincerely, ******

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was contacted by Universal Luxury Resorts also known as VIP ****************** I purchased a vacation package that cost $400.00. Once I attempted to book my hotel stay, the hotel stated that they are not able to help me because my confirmation number was wrong. I once again gave them the confirmation number that was provided to me by Universal Luxury Resorts also known as VIP ****************** and still nothing. I contacted Universal Luxury Resorts also known as VIP ***************** and I was assured that I would receive a refund. It has been over two months, and I am still fighting to get my money back. This company does not operate with any shred of integrity, they continue to lie about a service that they NEVER intend on providing. Please do not do business with them, do not give them money, do not even waste your time speaking with them. Someone needs to stop the predatory practice of swindling people out of their hard-earned money!

  Business response

  02/29/2024

  Guest lives in ****** with the military. Unfortunately this guest wanted to use the vacation offer in ****** in which resort does not allow residents to stay. We offered to change the vacation into another family members as they are transferable vacations, so it is within the terms of the offer that that can be done. The reason is the guest stated wanted to use this vacation for the family to visit. Since that suggestion was not what the guest wanted we refunded the guest on 2/28/2024 and has already received the funds back to his account, This complaint is unfair and invalid. 

  Customer response

  02/29/2024

   
  Complaint: 21361029
  
  I am rejecting this response because:

  It was only after numerous attempts made by me to get refunded or compensated that any action was taken.  The General Manager was highly argumentative and made numerous excuses.  It was not until I threatened to report to BBB and the ******* ************************* that he took action.  Ultimately, I am satisfied that I got my money back.  ******, the notion that my claim was unwarranted or unfair is baseless.  They are a predatory company that has severe issues with integrity and demonstrate a consistent failure with following through with what they promise thier customers.  I stand by my original complaint. 

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

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They are a scam company - Stay away - They use other company names to get customer's confidence. They use like big hotel chains names and try to sell hotel packages and ask you a credit card. They are doing illegal practice and use gmail as their business address. Don't give your credit card number to them. They use many fictitious business names like Universal Luxury Resorts and ********************** ************************************************* They are a scam company, Beware! They will try to undersell your a vacation package with lots of fine prints. ****** them under and check their BBB business rating with full of customer complaints.

  Business response

  02/23/2024

  Ch / Guest was refunded directly with bank as charges were disputed and a full refund was issues. This complaint should be invalid. 

  Customer response

  02/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received a call from *************** on 2/13 at 1:30,pm soliciting me to purchase vacation trips base on me being an Hilton member. They said I qualified for several discounts and they had a ********* special of receiving two vaccinations for the price of one. I was hesitant at first and I had lots of questions but he convinced me. After giving him my credit card information he then transferred me to someone who validated everything and said I would receive confirmation email within the hour. He also gave me number to call when I decided to book my vacation which I was given up to 4 years to use. When I never received the the confirmation email I got suspicious so I called the booking number ************ listed on their website and when I called it was a cell number with the message the subscriber couldn't be reached. Next I called the original number I was called from and it was the number to an insurance agent and after speaking with them and them not knowing anything about my purchase with Universal Luxury Resorts they advised that they must have cloned their number when they called me. I notified my credit card company to cancel.my card and will complete a fraud report tomorrow. It's awful how they scam people. I haven't read a good review on a person who actually booked a trip with universal luxury resort.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was contacted my Universal Luxury Resorts AKA VIP ********* Services LLC who represented themselves as Hilton Vacations claiming that they knew I had stayed with ******************** previously. They presented an offer and based on the offer price I accepted the deal. I was careful to confirm that I wouldt have to sit through a presentation as a condition of the offer and they agreed 3 times since i had previously particpated in the ******************** presentation. Before providing payment, i confirmed a third time. I get the email and boom, it says that as a condition of the offer i would have to sit through a presentation. I immediatly emailed them and told them based on the fact that they falsified their offer I wanted to cancel. When i contacted them by phone the following day they claimed to have a process they would need to follow and would get back to me, they claimed to have recorded the call. I was never made aware that the call was recorded and based on MA law they never received my consent. I have since sent the charge to AMEX to dispute since they misrepresented themselves and their offer. I did try calling and was directed to *****, who was rude, and unwilling to provide his last name. He continues to claim that they have to follow a process, i asked to receive an emaill stating just that and after he asked why i was being so aggressive and rude, he put me on hold for 20+ minutes.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I answered a call from ************** which is a number that is similar to my cell phone number. The representative claimed that she was calling from Universal Luxury Resorts based in ******* and that she was offering me a vacation package. I informed her that her company was illegally spoofing the incoming phone number to deceive me into believing she was local to me. She then lied by claiming that they had an office in that ***************, which is a very small town. Finally, I am registered on the Do Not Call list, so this company, which I have no prior relationship with, is also violating the law by contacting me. In summary, a new business that is spoofing phone numbers and violating Do Not Call rules can't be trusted.

  Customer response

  11/28/2023

  The BBB indicates that this company is located in ********* (no physical address). However, their website lists neither an address nor city, only a phone number. Their website is relatively new as it was created in September 2022. Are they really on *******?

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recieved a call for a vacation package. The first caller passed my call on to a senior sales associate. He brought up that I was pre-qualified because of my travels with ******, which led me to believe they were a Hilton property or assiciated with ******, with whom I have had good experiences. I qualified that it was not a time share and continued the conversation. I was told I woud get 2 vacations, 1 for 4days and 3 nights anothe for 5 days 4 nights and could have as many as 6 travelers included for $428 total. I was never told the payment was non refundable, nor was I told to review the details of the contract on the website. I was told I would recieve the details attached to my confirmation email. When the email came, there were so many restrictions, the details of days an nights or # of rooms as not included and the last line says I have read and understand the entire terms and conditions which is impossible since I had not recieved the email nor was I referred to the website to review and agree to the details. I called immediately and asked for my money refunded because it is within the 3 day attorney review. I was refused.

  Customer response

  12/06/2023

  Dear ********************, 

  Thank you for the update. I have not heard from Universal Luxury Resorts regarding a resolution.  They have neither changed the contract to reflect details of what I am to recieve nor have they issued a refund.  Yesterday I began a dispute with my credit card company as well. 

  Thank you for your help and follow up. 

  Best wishes, 

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

*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. ↩