ComplaintsforInterval International, Inc.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Address on account is ****************************************************************, email address on account is ********************* phone on account is ************.I traded my unit months ago for a one bedroom unit for the ***********************, ********* ** sept 7-14, 2024. I purchased the eplus program which would allow me to retrade should a better unit come up with no further charges. I had been checking daily for a bigger unit for the same week and a unit came up today for a 2 bdrm unit at the ***********************, ************ sept 7-14, 2024 and I wanted to invoke the eplus and get that unit. When I went to retrade, the website was making me pay an additional $229 fee when it was supposed to be free with my eplus option. I called and was informed that they had changed the policy about a year ago (I was not informed of this) and that the eplus option could only be invoked 2 weeks or longer before my check in date. When I previously used the eplus option, I could invoke eplus 24 hours or more before checkin. I asked them to waive this rule as I did not know about it when I booked and that was not the rule the last time I purchased the eplus option. Interval International would not waive the $229 fee nor would they just make the retrade manually for free. I feel this is unfair and deceptive practices as I was not notified of the change of eplus policy before I used it again. I would like a refund of the $229 fee that they just charged me to get the 2 bdrm unit I wanted.

  

  Business response

  09/05/2024

  On Thursday,September 5, 2024, Interval International was able to speak with ******************************** regarding the concerns mentioned on the Better Business Bureau Customer Complaint.  ********************** was able to provide and assist with a clearer understanding of how the E-Plus program works and where online to obtain additional information on this program.  As a customer service ****************************** submitted a refund for the rebooking exchange fee in the sum of USD $229.00.  Interval International was able to address Mrs. ******** concerns and provide a satisfactory resolution.

  Customer response

  09/05/2024

   
  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.
  
  Interval made the situation right and I am completely satisfied with the resolution!  Thank you to BBB and to Interval International!

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

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a timeshare owner through interval member # ******* since 1995. I submitted an exchange # ********* of my Florida Timeshare on 2/1/24 . I submitted my 2 bedroom timeshare in exchange for a studio at *********************************** in ***** to be used on Aug 23- 30, 2024. I received a confirmation of the exchange agreement and I also paid an international exchange fee of $308.00. I also received a guest certificate for my niece, *******************************, to go on the trip as my guest. When ******* arrived at the *********************************** property and presented the confirmation of exchange and guest certificate she was told by the general manager and front desk reception that the resort did not have a contract with interval and she was charged the regular daily room rate, in addition to the all inclusive fees per day. We should not have to pay the daily room rate or taxes since this was a valid exchange I made through interval. When I contacted interval at the ************ number I spoke with *************************** and he said the hotel would reimburse us within 24 to 48 hours. The refund was not made and when I tried to call *************** back I was unable to get through to him or leave a message. I would like a refund of all hotel fees except for the all inclusive daily fee for this trip.

  

  Business response

  09/13/2024

  Interval International has been in contact with Mrs. **** on various occasions regarding her concerns. Due to the nature of this type of issue, it requires a certain level of research,additional information and this case is actively under the review process.  On September 13, 2024, Mrs. **** was provided with an update.  

  Customer response

  09/17/2024

   
  Complaint: 22213494
  
  I am rejecting this response because: I have provided all of the evidence requested by Interval to substantiate my claim that the exchange with my Florida property to the Palladium resort property was not honored > The resort invoice clearly shows charges each day for the room and the Palladium Resort manager also stated to my niece and the Interval representative that they had  no contract with them. Waiting since August 23rd, when I made the initial call to Interval about the issue seems a long time to resolve the problem. This is not how a big company should be treating its long standing customers when there is a problem that requires action.
  
  Sincerely,
  
  *******************

  

  Business response

  09/17/2024

  On Tuesday, September 17, 2024, Interval International was able to speak with *********************** regarding the concerns mentioned on the Better Business Bureau Customer Complaint.  ********************** was able to provide a clearer understanding of how the exchange program works when booking to a mandatory all-inclusive property, where through the online booking process additional information on the resort fees are provided and where on the confirmation document can locate the resort fee advisements.  The resort fees were reviewed with Mrs. **** and the amount provided and collected by the property is accurate.  Interval International is a vacation exchange provider and does not sell, manage nor operate any resorts,the resort fees are collected by the property and are subject to change.  As a valued member, Interval International submitted a refund for the exchange fee in the sum of USD $229.00 and the guest certificate in the sum of USD $79.00. Additionally, Interval International removed booking restriction window from two of the 2023 deposited weeks.

  

  Business response

  09/17/2024

  On Tuesday, September 17, 2024, Interval International was able to speak with ************************ regarding the concerns mentioned on the Better Business Bureau Customer Complaint.  ********************** was able to provide a clearer understanding of how the exchange program works when booking to a mandatory all-inclusive property, where through the online booking process additional information on the resort fees are provided and where on the confirmation document can locate the resort fee advisements.  The resort fees were reviewed with Mrs. **** and the amount provided and collected by the property is accurate.  Interval International is a vacation exchange provider and does not sell, manage nor operate any resorts, the resort fees are collected by the property and are subject to change.  As a valued member, Interval International submitted a refund for the exchange fee in the sum of USD $229.00 and the guest certificate in the sum of USD $79.00.  Additionally, Interval International removed booking restriction window from two of the 2023 deposited weeks.

  [

  Customer response

  09/18/2024

   
  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

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are ****** Vacation Club members. We used over 2 years of our ****** points (364) for an exchange in ******** , ***** through Interval International. When we arrived at *********** on July 19, 2024, the nightmare began. It was not as described. The pictures boasted a water view, a pool in addition to other amenities, as did our confirmation. This is false advertising as neither is available. Our room had mosquitoes, the toilet was used prior to our arrival, dust clothes were left in cabinets and there was mold around the tub. In addition, the management controlled the air conditioning, a key controlled the lights, laundry room and iron were not able to be used if management wasnt present. The lobby was not lit at night. Our view was of a filthy parking lot/ garbage dump with stray cats, and mold on the so called terrace. We were off of a highway and could hear the noise of scooters and cars racing by. The management kept passing the baton when it came to someone being held responsible. I contacted ******/ Interval International on the night of the 19th to complain, while in ********. Nothing was resolved after an hour phone call. I again called 3 times after the initial call to ask for my points to be returned or at least a years worth of points, as we had no choice, but to check out and look For other accommodations. We incurred an expense of an additional $1,400.00 in booking new accommodations. I found out that Interval Internatiomal uses Expedia to book this stay. The cost $55.00 a night. The points I used are equivalent to thousands of dollars. At no time, was anyone from ******/ internal accommodating. They were close minded and refused to compensate me. I have the names of those whom I spoke to if needed. I firmly believe, this was a scam in taking the points, booking through Expedia and not refunding my points. Im reaching out, hoping you can help in some way to resolve this issue. The first days of a dream vacation were ruined.

  

  Business response

  08/21/2024

  Following the review of Better Business Bureau Consumer Complaint #******** submitted by *********************** regarding a refund request for $5,000.00, we would like to provide the following information:
  
  
  Interval International is unable to offer compensation or refunds for amenities, services, fees, or surcharges that our organization has not charged or collected. In this case, the unit that was selected during the online booking process specified a view to the back, it did not indicate that it was a water view unit nor that the property has a swimming pool on-site.  On the confirmation page, it does advise that the pool is not on site and that there is a fee to use.  The host unit may vary from the one indicated and does not guarantee a particular view or unit location will be provided at the destination property.  Interval International cannot compensate for services, fees, and amenities that are or may not be listed or offered by a property.  Interval International is a vacation exchange provider and does not sell, manage nor operate any properties.  Interval International consulted with the hotel regarding all the concerns mentioned about this booking and the hotel attempted to assist the guest during their stay.  Interval International submitted a full refund for the hotel exchange fee on 7/23/2024 in the sum of  USD $95.00. 

  Customer response

  08/22/2024

   
  Complaint: 22120067
  
  I am rejecting this response for the following reasons. I believe I am entitled to some form of compensation as we were misled by this company.  The cost though not monetary was equivalent to 2  plus years in our time share points.  Not only did we use our points for  only 1 night instead of what was suppose to be a 5 night stay in ********, the company chose to book through Expedia.  
  They used our points to in turn book through a  that does not accept points. 
  Interval also had the audacity to say the decision to credit are points was that of ***********************  Again they do not unacceptable points and was told the reservation was made using Expedia. I reiterate neither Rota Suites or  Expedia  accept points. 
  I truly believe as does my family that we are entitled to are points being credited. 
  I tried to rectify this through the company, but they were  not considerate or accomodating in any way.  On the contrary, I found the staff to be both arrogant and abrupt. They were not willing to accommodate me  even when I called twice from Sorrento, in tears. I followed up with 3 additional calls in attempt to get my points( willing to accept 1 year ( instead of the 2+ years) again they weee close minded and made no effort to compensate me or resolve this issue. 
  I previously described the conditions, i. addition to sending pictures , I am now teaching the reservation. The reservation will show the points used, the information about the pool and a picture of the view on the website. 
  Again, this company should receive some form of reprimand and a fine  as they did not act in good faith. 
  After planning for a year for a family of four, for a dream vacation the first 2 days were a nightmare, making calls to the company, searching for new accommodations (which cost us an additional $1,400.00 ) and lost vacation time.

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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made reservations for a penthouse and in the confirmation email I received it specifies one bedroom with a king bed and the second bedroom with two Queen beds. We walked into the unit and both bedrooms only had one bed each. So my daughter had to sleep in the living room ****** bed. And the A/C unit failed and water woke her up a few nights. When I talked to reception about the bedroom situation they said they had nothing to do with it and it was all done by Interval/resort.com.

  

  Business response

  08/08/2024

  Interval International spoke to ******************* on August 8, 2024. She advised us the reservation has been completed thought a different travel company, Resorts.com. No further action is needed from Interval. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had an account previously. Now they will not stop calling my wife multiple times a week from different numbers. We have told them numerous times to remove us from their call list. The calls keep happening.

  

  Business response

  08/08/2024

  On Thursday, August 8, 2024, Interval International spoke with Mr. *************************** to assist him with his concerns.  ****************** would not provide the required information to locate an account to be able to remove them from any solicitation from Interval International.                                                                                                                                                                                                                                                                                                                                                                                                                                                                 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 4, 2023, I purchased a membership package for $2000 through Leisure Time Passport which is related to this company. I was promised 2 bonus trips and was told that this company was like having your own "personal: travel agent and was "one stop shopping for hotels, airlines, car rentals, tours and other vacation attractions". Nothing can be further for the truth as with my first and only time trying to book a vacation in May, I was told to go online to book my airfare and rental car. I never received my 2 bonuses worth over $599 that were promised to me and my reservations send to me via email were never made as I arrived at the hotel, I ended up paying out of pocket for my stay as the hotel had no record of my reservations!This company misleads and is deceptive in their business practices. I paid for the hotel with the company in advance in the amount of $199.00. I want this company to refund my membership fee and to pay for additional charges I incurred as I will no longer be using them. I am a senior citizen who cannot afford to have money taken away from me that I need to live on.

  

  Business response

  06/12/2024

  On Wednesday,June 12, 2024, Leisure Time Passport was able to speak with *************************************** to discuss and review the concerns mentioned on the Better Business Bureau Consumer Complaint.  Leisure Time Passport explained that we are a separate company from the company where she obtained the vacation package from.  Leisure Time Passport reviewed some of our programs to provide a better understanding of our functions.  ********************** was advised that there have been no transactions conducted under the Leisure Time Passport account and that we do not have access to payments for transactions that do not appear in the account.  Leisure Time Passport provided ********************** with the contact information to reach Grand Incentives ***************** ********, ******** USA and **************. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a certificate from interval international for a free vacation for up to 8 people. I decided to give this company a try and use the certificate. I understood that I had to pay the fees, but the resort cost was covered by this certificate. So I booked a vacation and paid a $350.00 non refundable booking fee. A month before our vacation I received a phone call from the resort stating I owed $25,000. I stated that I had the certificate to cover the cost of the resort, so I was responsible for the fees. The woman I spoke with blatantly told me that the certificate does nothing and I have to pay full price. I asked her what the purpose of the certificate was and she stated nothing. When I explained to her that this is a fraudulent scheme, she laughed at me and said no its not. When I asked her if she could help me pick a different resort thats cheaper since I am paying full price, she said theres nothing available. And told me to cancel my vacation. I had no other options as I do not have $25,000 for a family vacation. I have been tricked and scammed out of $350.00 that they refuse to refund me or even help me book a different resort. This certificate is a scam tactic yo get people to book a vacation without seeing the full price, then refusing to refund them or help them rebook to a cheaper location. I will never recommend this scam to anyone, nor use this company again.

  

  Business response

  06/07/2024

  Interval International attempted to reach ************************************* on various occasions, via telephone calls on 5/29/2024, 5/31/2024 and left messages, telephone call on 6/6/2024 voicemail was full and sent email on 6/6/2024 to discuss the concerns as mentioned on the Better Business Bureau Consumer Complaint.  Regrettably, we have not received a response.   

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We placed a time share trade #******** with Interval International using the e-plus feature.When we went to e-plus trade it would work. When we called Interval they said the time to trade before the original trip had gone from the day before to 15 days ahead of the original trade.We have been with Interval international since 1987 and they usually are very understanding. They could have said this in both the e-plus documentation they send out or as a reminder on the trading pages. This was a big change. We offered a trade for 30 days but we would need to pay for the trade again and the e-plus again. We will not be able to use it on the next 30 days. That is why we bought the e-plus which gives 3 trades if one needs to change the trade week.They could easily reinstate the e-plus and then we could trade. The total cost to us as it stands is the cost of the trade $230 plus the e-trade and our investment in maintenance and base week which totals over $1000.They did call and made no offer that we could use. They could add the e-plus and week with two trades remaining and we would have options we could use.

  

  Business response

  05/01/2024

  On Thursday, April 25, 2024,and Monday, April 29, 2024, Interval International had previously been in contact with ***************************, regarding the concerns as mentioned on the Better Business Bureau Complaint.  Interval International was able to provide and assist with a clearer understanding of how the **Plus program works and where online to obtain detail information on this program.  As a customer service ****************************** removed the viewing window restriction from the replacement week (*********) that had been issued after the transaction (*********) had been cancelled, submitted a refund for the **Plus fee in the sum of USD $89.00 and issued a Fee Waiver # ****** valid until April 29, 2024.  **************** commented on his satisfaction of Interval Internationals handling of his concerns.  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a time share at Villa del Palmar, on May, 2023, account # **- *****. ********************** first annual Platinum membership was given to us for free, when we bought this time share, account # *******. On June 2023, we deposit 2 weeks for exchange with H33363332**37**343138H, with the intention to exchange them in June 15, 2024, in ****, *****, and July 7, 2024, in *****, ******. Since the time of the deposit of the 2 weeks mentioned above, I have contacted H33363332**37**343138H reservations so many times, that I lost count. I also check every other day their website without any results. Every time I called them, the customer services representative in turn told me that I have to pay a fee, $249.00 US, for being in a waiting list, but he cannot warranty that there will be reservations for my desired dates. I checked their complaints in BBB vs Il , e waiting list fee , and seemed II charged the waiting list fee, and never the clients got their exchange request. There are so many complaints I will never put more money in this kind of scam business this company is running. II is offering to exchange our weeks. II doesnt fulfill their commitment in the offered service. Terrible service!!!On 03-26-24 II service agent told us how their vacation exchange process functions and depends largely on members depositing their weeks for our inventory. She told me a lot of excuses for not fulfilling their compromise to give a good service. She offered some alternatives to exchange to others cities in ***, but I declined. We cant have flexibility, we have airplane tickets, hotels, car rentals already paid for this trip in June-July 2024, and we must be in Europe, on June 14, 2024. So, we asked the BBB to intervene, and help us recover our 2 weeks mentioned above. H33363332**37**343138H returns to to us our 2 weeks. If Interval doesn't return the 2 weeksto us, then we will take the ************ action to resolve this matter. Sincerely *********************

  

  Business response

  04/02/2024

  On Tuesday, April 2, 2024, Interval International was able to speak with ************************* to discuss the concerns mentioned on the Better Business Bureau Complaint.  Interval International read the complaint to ************** and provided clarification of inaccurate information.  Interval International was able to assist and reviewed some of our programs and fees to provide a better understanding of our functions.  ************** shared that he had contacted a manager with *********** who informed him that the deposits cannot be put back to *********** and that he must use the two deposits with Interval International.  Interval International is a vacation exchange provider and does not sell, manage nor operate any resorts and therefore availabilities are subject to change and cannot be guaranteed.  Interval International offered ************** availabilities to some dates and areas that he provided; he will visit our website to check the resorts.  Interval International offered future assistance, ************** is satisfied with our recommendations and we are actively working with him.

  Customer response

  04/04/2024

   
  Complaint: 21493795
  
  I am rejecting this response because:
  I talked to a International Interval rep,on April 2, 2024, in order to find a solution, but we couldn't find it. So she told me she will call me back. She never did it. I tried several times to contact her, without luck. So I will try one more time today, before taking legal action.
  Sincerely,
  
  *********************

  Customer response

  04/04/2024

  Hello

  I just spoke with Interval International representative, and she gave solution to my problem with them. Every thing is correct now. I will like to end this complaint procedure through BBB against Interval International. I apreciate very much your intervention in this mediation.

  Sincerely

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/8/24 at 8:37am I received an email from Interval International that an exchange was available for our week. At 9:06am I called Interval International and confirmed the unit. I advised I would check with the rest of the party. At 12:30pm, I called back to accept, and Interval had no idea who or what I was speaking of. I sent the email I received and advised them to check their recorded phone calls. Still unable to provide an explanation. Was on hold for over 30 minutes when I was informed, I would receive a call back from customer relations.I called back to speak with them. Spoke with *****, who told me after some time on hold that the resort is no longer available. The email stated I had until end of close on Friday to accept. No one could tell me why this occurred.******* from Customer Support called and let message just saying it is not available. No other explanation.Again, tried to call back and was transferred from customer support to customer service.All I want is an explanation on what happened, and nobody seems to be able to provide customer service for this issue. When I ask to speak with a manager I get now where.I feel this is very unfair practices. Interval just keeps taking your money and providing no service or sense to resolve the issue.As I am writing this, I am still on hold after being transferred for the third time.I did receive a call back from ******* with Interval International promising to take care of me. He left message asking me to confirm the dates and to call back and speak with a customer service ********** I call, no one knows what I am speaking about. So frustrating. I just want an exchange for the week I put in for and was offered but not available after I received the email confirmation. I have spent way too much time on what would or should be a seamless transaction. After two hours on hold, I have to submit this lack of communication with Interval I hate to report this, but I am getting nowhere with Interval directly. Thus far, I have spoken with the following staff, ******, *****, *****, *******, ***** and *****

  

  Business response

  03/22/2024

  After the review of this Better Business Bureau Consumer Complaint,******************************** has been actively working and communicating with an Interval International representative regarding her concerns.  Additionally, ***************** has been placed in a High Priority Wait List.

*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. ↩