ComplaintsforRoyal Holiday Club

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are writing to file formal complaints against Royal Holiday regarding their handling of our timeshare memberships. We emailed Royal Holiday a few weeks ago and never heard back from them.Frankly, the fact that we have never used the memberships since 2012 when we purchased it, should signal how incongruent the timeshare concept is with our lifestyles, rather than being seen as lost opportunities. Over the years, our circumstances have evolved, and the enticement of various destinations, whether in the ***, ******, *************, or ******, no longer aligns with our priorities or financial plans.It is disheartening to hear that cancellations are not an option, especially since these memberships have turned into more of a burden than beneficial to us. Their suggestion to transfer our accounts to friends or family members feels like Band-Aid solutions to deeper issues. It is not just about unutilized travel opportunities but the principle of being tied to services that no longer serve our interests or needs.It is critically important for organizations to provide exits for customers whose lives have diverged from the products or services offered. We urge Royal Holiday to reconsider their stances on these matters, as maintaining these memberships under these conditions feels both impractical and unsatisfactory.We seek the Better Business Bureaus assistance in resolving these issues to ensure fair outcomes.

  Business response

  07/23/2024

  July 23, 2024.
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  
  
  Dear Sir or Madam, 
  
  I would like to inform you that I have tried to contact Mrs. ****** but I have not able to get a hold of her and I sent her e-mails as well without receiving a reply. I kindly ask her to let me know when the best time and day will be to contact her and the best telephone number where I can reach her. I also encourage our member to contact me at ************** so I can gladly assist her.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

  Customer response

  08/06/2024

   
  Complaint: 22002954
  
  I am rejecting this response because: I no longer want to be associated with this company. I have not and do not intend to use their services. I want out. I do not expect a refund of my initial contribution. I just want it cancelled. I do not understand why this contract cannot be closed. I am contributing money to a company I never used.  
  
  Sincerely,
  
  ******************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2009 I purchased a membership with royal holiday while on vacation in the *******. The rep was coercive and vague and I should have known better when additional weeks in ******/DR were added to help make my decision. Since 2009, aside from the free weeks, I have been able to use this membership less than 5 times due to the exorbitant fees. I am paying $600+ yearly dues but it accounts for nothing, as we are then required to pay more to actually book the trips. Today, I attempted to book 5 nights in **********************. A trip that costs TWO YEARS of points ($1240 worth of dues) and an additional $307 in more points. On top of that, being told its an additional $1190 required all inclusive fee for 2 adults, 1 INFANT and 1 child. $2737 for 5 nights stay. When I went to the website of the resort to compare, this exact trip is ******* TOTAL. No additional all inclusive fees. No charge for the infant. This is just one example of how Royal Holiday is actively ripping off customers. I paid $10,000 for this membership and in addition, I have spent another nearly $10,000 in dues over the last 15 years and have not traveled anywhere near that amount. Everytime its priced out, its cheaper to book direct thru the resort.The reps are incredibly unhelpful and basically repeat themselves over and over again until youre tired of hearing them and give up. I do not want my money back. I just want out. I do not want to pay dues for a membership I cannot use. I want to cancel, and never deal with Royal Holiday again.

  Business response

  07/04/2024

  July 4, 2024
  
  
  Complaint ***********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear Sir or **************************** letter, she stated that when she purchased, the rep was coercive and vague. It is important to mention that Royal Holiday contract was signed in good faith by both parties. Our members are always free to walk away at any moment from the sales office if they consider it necessary. Members are also free to take the necessary time to review the contract or any other document involved.
  
  I would like to inform you that I have been in contact with ****************,through our conversation, I confirmed her Cancun reservation was already cancelled and she has been informed of the required process to conclude her refund request. We are currently expecting some information from her to start the process.
  
  Furthermore, our member had sent information to compare prices for a booking, while we were working on it, **************** informed me today that she had already booked directly with the resort.
  
  For the aforementioned reasons, we inform you that our members request is respectfully denied. After providing her this information, she insisted on canceling the membership and decided to terminate the call advising her attorney would contact us.
  
  I highly recommend our member to ****** her position and take advantage of the benefits that the membership offers. Royal Holiday has several destinations in the most beautiful Mexican and ****************** beaches and several other destinations in the U.S.A., *************, *****************, as well as an exclusive cruise program, where our member can have a memorable time. I also would like to remind her that we have added new travel destinations to our inventory in the ** in ************, **; ***********, **; **********, **; *******, ** &*********, **; *********, **, ******, **; *******, ** & ****************,*********************************.
  
  I offered her, as a one-time exception, to roll over 100% of the 2024 Holiday Credits, to be used next year, as well as my best personal service to make the most out of her membership. Shall she decide to accept it, she may contact me by email or at **************.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

• Initial Complaint

  06/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Im looking to cancel my timeshare contract with Royal Holiday, and I would appreciate it if you could help with this endeavor. I entered into this agreement with the expectation that it would generate income and provide financial stability for my family. However, the reality has been far from my expectations, and the financial burden that has been placed on me and my family is unsustainable. The promises made during the sales presentation led me to believe that the timeshare would be a wise investment, but the expenses associated with it have far exceeded any potential returns. This has caused significant financial hardship, stress, and even a breakdown in my family relationships. I have reached a point where I can no longer afford the associated costs, and continuing this timeshare agreement is detrimental to my family's financial well-being. Considering the financial and emotional distress that this situation has caused, I kindly request that you help us mediate some kind of common ground to facilitate the cancellation of my timeshare contract. I hope that we can resolve this matter amicably and bring an end to my timeshare contract without further delay.

  Business response

  06/28/2024

  June 28, 2024.
  
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  
  
  
  Dear Sir or Madam, 
  
  I would like to inform you that I have been in communication with ******************** by email, a call with him was scheduled on Thursday June 27, 2024, I have called him,however, our member did not respond.
  
  I kindly ask him to let me know when the best time and day will be to contact him and the best telephone number where I can reach him. I also encourage our member to contact me at ************** so I can gladly assist him.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  
  
  Truly,
  
  
  ***********************
  Quality Assurance Supervisor

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been dealing with Royal Holiday Vacation Club and their unethical business practices for far too long. After 'investing' about $17,000 and being charged annual dues of around $550 (and climbing each year), we have yet to reap the benefits of the timeshare we were promised. Instead, we have been met with constant unavailability of services and a complete lack of customer support, even before we made the decision to withhold any payments. Every attempt to resolve our issues has been ignored or deflected, making our frustrations worse. We feel incredibly exploited. To make matters worse, after we did stop our payments due to unmet promises, and made them aware as to why we made this decision and asked them to resolve this matter, our account was promptly sent to collections. This is an outright unfair and unethical practice. We can't access the services we've paid for, yet we are still being hounded for payments and threatened with collections. We've even lodged a formal complaint with PROFECO in ******, but Royal Holiday continues to avoid taking any meaningful actions to fix this.Royal Holiday, we are done with this absurdity. We demand the immediate cancellation of our timeshare ownership. Your continued neglect and evasive responses are unacceptable, period. Someone needs to step up and handle this matter with the urgency and fairness it requires. Enough is enough.

  Business response

  06/26/2024

  June 26, 2024.
  
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  
  
  
  Dear Sir or Madam, 
  
  I would like to inform you that I have tried to contact ****************** but I have not able to get a hold of him and I sent him e-mails as well without receiving a reply. I kindly ask him to let me know when the best time and day will be to contact him and the best telephone number where I can reach him. I also encourage our member to contact me at ************** so I can gladly assist him.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  
  
  Truly,
  
  
  ***********************
  Quality Assurance Supervisor
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Royal Holiday regarding their handling of my timeshare membership. The circumstances surrounding our acquisition of this timeshare have led to significant dissatisfaction and financial strain for my family.During the sales presentation, we were assured that the presentation would last for a maximum of two hours. However, it extended for an excessive five hours, far beyond what we had anticipated or agreed to. This prolonged presentation tactic is deceptive and unethical.Furthermore, we were not adequately informed that the offering was a timeshare. Instead, it was deceitfully presented as a club membership with points that carry over annually. We were misled into believing that we would have the flexibility to travel to various destinations at any time. However, upon closer examination, we discovered that our options are limited to ****** and the ******************. Other desirable destinations, including those within the ***, are never available year-round, which severely restricts our ability to utilize the timeshare effectively.In addition to the disappointment regarding the limited travel options, my family is currently experiencing financial difficulties due to unexpected medical expenses. We are burdened with hospital bills from RWJBH resulting from complications after receiving the ******19 vaccine. These unforeseen medical expenses have placed a significant strain on our finances, making it increasingly difficult to manage our existing financial commitments.As I am pursuing further education in nursing and require funds for tuition, it has become imperative for me to seek a viable option to cancel this timeshare. Given our financial situation and the misrepresented terms of the timeshare agreement, we have no intention of utilizing it in the future.I kindly request that you investigate this matter thoroughly and take appropriate action . Thank you.

  Business response

  06/18/2024

  June 18, 2024
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear Sir or Madam,
  
  I want to inform you that I have called and e-mailed **************** without being able to talk to him or get a reply by email.
  
  I kindly ask him to let me know the best day, time, and telephone number where I can reach him. I also encourage our member to contact me at ************** so I can gladly assist him.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

  Customer response

  06/20/2024

   
  Complaint: 21838568
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  06/26/2024

  June 26, 2024
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear Sir or Madam,
  
  I want to inform you that I have I had the opportunity to briefly talk to ****************, I offered my assistance to explained to him the points he raised in our call, however, he declined them and insisted to have the membership cancelled and a written response.
  
  On his letter **************** stated that the sales presentation extended for an excessive five hours, and the tactics were deceptive and unethical, that they presented as a club membership with points that carry over annually. It is important to mention that Royal Holiday contract was signed in good faith by both parties. Our members are always free to walk away at any moment from the sales office if they consider it necessary.Members are also free to take the necessary time to review the contract or any other document involved. Furthermore, he can certainly roll over unused Holiday Credits to be used the following year as per our accumulation policies.
  
  It strikes me that **************** mentioned that their options were limited to ****** and the ******************. We have several destinations in the most beautiful Mexican beaches, ****************** and several other destinations in the U.S.A., *************, *****************, ******, ******, ***********, **** as well as an exclusive cruise program, where our member can have a memorable time. I also would like to inform him that we have added new travel destinations to our inventory that are be available for bookings in ************, **; ***********, **; **********, **; *********, **, *********, **; &****************, ********************************* among others.
  
  He also mentioned that he cannot travel due to post-Covid-19 medical situations, our members can book at any of our resorts around the world in any of our wonderful destinations and cruise cabins for themselves, family members or friends.Contract holders are the only ones that can book reservations, but it is not mandatory to use them. They just need to let us know the name of the person travelling so we can document the reservation to let the hotel know the name of their guest.
  
  He told me that he found online comments from other members. As every major company, Royal Holiday is subject to receive both negative and positive comments. We are completely aware about them and find regrettable that a small number of members have decided to make vocal negative comments. We have always strived to detect and contact each individual with a complaint and always look for a solution.
  
  For the aforementioned reasons, we inform you that our member request is respectfully denied.
  
  I strongly recommend our member to ****** his position. I offer my best personal service to provide him with a full explanation on how to get the most of his membership.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

  Customer response

  06/27/2024

   
  Complaint: 21838568
  
  I am rejecting this response because: Royal Holiday never has anything available in any other resort areas and have misled hundreds of people. Their tactics are unethical and misleading. When I listened to the relations representative defenses they made no sense and she would not listen to me. She kept reading something and stated as she said they have over **0 areas to book. While that *** be true they are never available due to an over abundance of members seeking the same destinations. Why do hundreds of people have the same issues with Royal Holiday?

  They have preyed on too many happy vacation goers and promise things they cannot live up to. They take you to breakfast and offer alcoholic beverages. When I signed the contract there was on page 3 of my contract, specifically item #** that states that we could extemporaneously cancel our membership as long as our contract was paid in full, which mine is. This was brought up during the signing of the sales agreement and the representative said that was correct.The relations person, in this case ***********************, had no response to that and kept reiterating over and over again that they have over **0 areas to book all over the world. Not true at all. I have been trying to book Aruba for 7 years and they still have nothing available! I can't even book **************** and that is where I live or ***. Their points system is also fraudulent as you never have enough points/credits to cover a vacation, plus you have to pay for your airfare.   

  They have broken their contract by not accepting my request to cancel my membership due to dissatisfaction.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing this complaint against timeshare company Royal Holiday I purchase a timeshare from them in 2006 and was lied to about benefits , cost & resort availability. My term was. For 30 years and my mortgage is paid off in full for years already. I was misled about maintenance fees which were not supposed to increase & they have doubled to over $600 a year, I purchased in ****** and was also told my timeshare ownership gave me exclusive travel discounts on ********** ( which is untrue) that I had hundred and hundreds of resorts available to me, they had a catalog 3 thick with all the locations they showed me at the sales pitch but I never received it with my package and asked it to be sent I was told It wasnt available ( even though at meeting they said it would be mailed to me) and to go on their website which has maybe 30 locations not hundreds. My biggest complaint is that I paid $6000+ for my membership as well as 16 years of fees for a service that I have been consistently unable to utilize because of availability & the cost being FAR more than initially promised. Ive used it twice in 18 yrs to return to ****** with no Aeromexico flight discount & additional charges and fees that literally made it more expensive than if I wasnt a member and I just booked it myself. Both times I went I was relentlessly harassed to go to mandatory member meetings where they would pressure me to spend even more money to upgrade my membership. I have spent thousands on vacations in the last 18 years that have NOT been through this Company because they dont deliver anything they promise, they use lies and fraudulent business practices and I want my membership cancelled immediately. Im not seeking any kind of refund BUT. I am not paying them another dime in maintenance fees or late fees. I was also told when I purchased that if it wasnt for me they would take it back from me and essentially sell my remaining contract to someone else at a discounted rate also a lie

  Business response

  06/12/2024

  June 12, 2024
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear Sir or Madam,
  
  I would like to inform you that I have been trying to reach **************, she has responded by email indicating that she is not available for a call right now, she will call me back Friday or Monday.
  
  I responded to her that I will be expecting her communication whenever she is available to talk.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

  Customer response

  06/20/2024

   
  Complaint: 21829508
  
  I am rejecting this response because:

  I spoke with ***************** on the phone yesterday and I am  not satisfied with the response. I want to find a resolution to end my timeshare with this company. Despite being told at time of purchase that if I was not happy with my membership that it was 
  Sellable and that THEY. Could resell it for me, she told me this was not possible. She also verified I have only utilized my membership twice in 18 yrs& that the countless times I was unable to find availability on their website was basically my fault for not calling them because even when the website clearly showed no availability for my desired dates, there may have been availability!!!! Just another contradiction/scam. All she did during our approximately 10 minute call was repeatedly tell me she could find me available dates, try to get me to book something and stated all she could do for me was assist me in utilizing my membership!! I was blatantly lied to about multiple aspects of this membership when I purchased it & they have profited approximately $19,000 from me which in return I have received next to nothing in so called benefits   I want this contract cancelled or sold to someone else for its remaining 12 yr term as they told me initially they would be able to do , in fact at my actual meeting that took place the associate told me he had apartial membership that he was selling at a discounted rate, and now they claim its not possible for them to sell for me

  I am absolutely NOT satisfied with their response or the conversation I had with ***************** yesterday 

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

  Customer response

  06/23/2024

  This is a screenshot of a recent complaint from another consumer on BBB website whose story also confirms what I was told. That they would sell her membership for her if she was dissatisfied with it!!!

  so many similar complaints yet nobody can stop these criminals who are defrauding countless people?

• Initial Complaint

  06/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been attempting to resolve numerous issues with the Royal Holiday Vacation Club for several months. Despite repeatedly requesting to speak with a manager, we have been continually ignored and denied this escalation. This lack of proper communication is frustrating and indicative of poor customer service practices.Additionally, the company's communication practices are inconsistent and unreasonable. If we do not respond within a few hours, they close the communication thread and claim they haven't heard from us "in some time," which is misleading and unfair. Conversely, it often takes several weeks for them to respond to our emails. This double standard in responsiveness is unprofessional and unacceptable.The level of customer service we have experienced has been abysmal. We have clarified that we wish to terminate our timeshare contract due to these ongoing issues, yet Royal Holiday Vacation Club has shown no intention of cooperating with this request. It should not surprise them that, given such poor treatment, we would want out of our contract.

  Business response

  06/07/2024

  June 7, 2024
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********
  c/o Complaint Department
  ******************************************************************************************
  
  
  Dear Sir or Madam,
  
  I would like to inform you that I have been trying to reach ************ to address his concerns, he has responded by email indicating that he is not available for a call right now, but that he will call me back.
  
  I responded to him that I will be expecting his communication whenever he is available to talk.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  
  
  Truly,

  ***********************
  Quality Assurance Supervisor
  

  Customer response

  06/11/2024

   
  Complaint: 21791566
  
  I am rejecting this response because:
  ****, 

  We have an appointment set for today at 4:30. Why would you tell the BBB that you haven't been able to reach me? That's not getting us off to a good start. 

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

  Business response

  06/13/2024

  June 13, 2024
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the Caribbean
  c/o Complaint Department
  ******************************************************************************************
  
  
  Dear Sir or Madam,
  
  I would like to inform you that, I had the opportunity to speak with ************, through our conversation he mentioned that during the sales process he felt coerced to stay at the sales office. I explained to him that since he purchased the membership two years ago, this is the first time he brings this into our attention. I also told him that, members are not compelled to remain at the office; moreover, they are always free to walk away at any moment from the sales office if they consider it necessary.
  
  He stated that he tried to book reservations on both the website and the app, but he could not. I notified him that, after reviewing our records, we never received a report from him about an error neither on the webpage nor the app. Furthermore, I stated that our members service center is always willing to assist our members with their requests and our Travel Advisors can be reached by telephone, email, or chat.
  
  *********** claimed about the increment on the annual fee, I informed him that as per the Operating Rules of the Club, the annual fee might increase to reflect the raising costs and expenses of the Club; however, such increment has been minimum. Moreover, I communicated to him that there have been periods of three years where the fee did not increase, the most recent one occurred from 2020 to 2022.
  
  Finally, our member said that he is going through financial difficulties, I responded to him that I could look for an alternative to make the membership affordable to his current financial situation, so he can start taking advantage of the benefits that the membership offers. I even offered him to recuperate last year unused holiday credits to book reservations this year; however, he declined all proposals and insisted on cancelling the membership.
  
  For the aforementioned reasons,we inform you that our member request is respectfully denied.
  
  
  
  I strongly recommend ************ to ****** his position, he owns an excellent level of membership, and Royal Holiday has several destinations in the most beautiful Mexican and ****************** beaches and within U.S.A., as well as an exclusive cruise program,where our member, his family members and friends will be able to have a memorable time.
  
  I encourage our member to contact me at ************** so I can gladly assist him in case he has any travel plans.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  
  Truly,
  
  
  ***********************
  Quality Assurance Supervisor

  Customer response

  06/14/2024

   
  Complaint: 21791566
  
  I am rejecting this response because:

  I knew that based on our conversation and seeing ****************** attempt to gaslight other people through BBB complaints that this would happen. All **** should concern himself with is that we made a complaint now and that we demand a cancellation. We have no interest in using this membership and making the most out of getting scammed so **** and his coworkers can line their pockets with our hard-earned money. 

  He made all these claims on the phone but they're just as ridiculous now as they were then. I don't care what the contract says. We value integrity and taking people at their word. RHVC obviously doesn't. 

  What does RHVC gain by keeping us as dissatisfied members instead of letting us go? We've asked that in every email we've sent for months and not one person has answered that. 

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

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Royal Holiday Vacation club regarding the cancellation of a contract and full refund of the amount paid to that company. On March 5th, while on vacation in the ****************** at the **************************, my husband and I were scammed by this dishonest company. We were subjected to deceptive sales tactics and misrepresentation when we signed the vacation club service contract with them. We have attempted to cancel the contract, but continue to encountered numerous obstacles and deceptive practices from ROYAL HOLIDAY VACATION CLUB. We have faced undue pressure and intimidation tactics aimed at coercing us into maintaining a membership that no longer serves our interest, due to their fraudulent misrepresentation. These company have been uncooperative and dishonest throughout this ordeal. They provided incorrect contract numbers on cancellation documents and manipulated us by promising a refund if we closed the dispute cases with our bank, which they failed to fulfill. Additionally, they attempted to extort us by offering a partial refund in exchange for signing a letter absolving them of any legal, verbal, or written repercussions. The scam never ends with this people. With the amount of consumer complaints this organization have for years, Its clear that their internal mission statement and training is to scam honest people that under good faith trusted them. Be advised that we have been in contact with the appropriate authorities to report this issue. I hereby request this company to take immediate action to facilitate the cancellation of the contract, refund of amount paid and end the continuous attempts to intimidate and coerce us into retaining such membership. We as consumer have the right to decide under our free will whom we want to purchase their service from without intimidation, extortion and manipulation.

  Business response

  05/31/2024

  May 31, 2024.
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  
  Dear Sir or Madam,  
  
  
  I want to inform you that I have been in contact with ***************, I have submitted to her a proposal and
  currently I am expecting her response.
  
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  
  ***********************
  Quality Assurance Supervisor 

  Customer response

  06/05/2024

  We have received and reviewed the proposed mutual general release agreement and non-dispute letter from *************************** ******** Assurance Supervisor At Royal Holiday). Upon careful consideration, we have identified several details that we find unsatisfactory. Specifically, the obligations outlined in the agreements appear to disproportionately protect Royal Holiday's interests, while failing to adequately safeguard ours. Were waiting on *************************** in regard to this matter. 
  

  Sincerely, 

  ******* Niang 

  
  

  Business response

  06/13/2024

  June 13, 2024.
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  
  Dear Sir or Madam,  
  
  
  I would like to inform you that I have been in contact with *************** who has been informed of the required process to conclude her request. I also emailed her the required documents to proceed with the agreed refund; however, she has decided not to sign them.
  
  I explained to her that the documents have been prepared by our legal department and are the documents that must be signed to continue with the refund process, we are expecting the executed documents. It is important to mention that Royal Holiday is not refusing to proceed with the reimbursement.
  
  I highly recommend our members to ****** her position in order to conclude with this matter.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor 

  Customer response

  06/14/2024

   
  Complaint: 21749800
  
  I am rejecting this response because:
  
  

  I wish to inform you that we continue to encounter numerous obstacles and deceptive practices from the Royal Holiday Vacation Club. This organization refuses to resolve this matter amicably by providing a general release agreement and a non-dispute letter that is fair to both parties. The terms of the agreement they propose are solely advantageous to their organization and require us to relinquish our consumer rights.
  
  

  Previously, this organization promised a refund of our funds contingent upon closing the dispute cases with our bank, a commitment which they have failed to fulfill. Consequently, we have reopened the bank dispute and will not close it despite their repeated requests. If Royal Holiday Vacation Club is not refusing to reimburse our funds, it is unclear why they are not responding to our bank's request to return our funds.
  
  

  This matter extends beyond the refund of our funds, It also concerns the cancellation of contract #***-748344 and a formal letter confirming that contract #***-747017 is canceled. According to *************************** previous email, Royal Holiday Vacation Club refuses to provide a formal letter in regard to the canceled contract #***-747017 unless we sign the proposed mutual general release agreement. This is unacceptable, as it pertains to a contract that is already canceled, and as consumers, we have the right to request formal confirmation of its cancellation. Such actions constitute deceptive practices. 
  
  
  Attached, you will find the proposed general release agreement, non-dispute letter, and emails outlining their continued deceptive practices.
  
  
  We appreciate the Better Business Bureau for the prompt attention to this matter and anticipate a resolution from Royal Holiday Vacation Club that is equitable and satisfactory to both parties.
  
  
  Sincerely,
  Yahaira 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 28,2024 While on vacation we were approached by a Royal Holiday employee, if she could take us to lunch and talk about the Royal Holiday Club. We went to lunch and we were served multiple alcoholic drinks. After lunch she took us back to the club to show us pictures of rooms. We were told we had to sign up immediately or the offer would not be available again but if we changed our minds and wanted to cancel we could come back to the club at anytime and receive a full refund. The next morning we felt we should not have made that decision especially while under the influence of alcohol. We went to the Royal Holiday Club and said we need to talk to someone to do a rescission. They would not allow us into the club but sent out 3 employees who told us everything would be cancelled and our money would be returned to us by April 18th. Our last 2 days of our dream vacation turned into a nightmare, every time we went back to the club they would send someone out but not let us enter and would again say our money was in the process of being refunded and would be back in our account by April 18th. We continued to call the phone number they had given us as our direct contact that would be taking care of everything (********************************** **************) who insured us it was in process and our money would be back in the account by April 18th. A week later we began receiving phone calls from different royal holiday employees trying to have us sign a new contract and stated we were informed incorrectly and could not cancel.

  Customer response

  05/26/2024

  The company has reached out and resolved this issue. Please remove my complaint.

  Business response

  05/28/2024

  May 28, 2024
  
  
  Complaint ***********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear Sir or Madam,
  
  I want to inform you that we have been in contact with ******************, through our conversation,we were able to reach an agreement and have provided her with the requested reservation.

  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

  Customer response

  05/28/2024

   
  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. The company has reached out and resolved this issue. Please remove my complaint.

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

• Initial Complaint

  05/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Me and my husband were on a vacation in **********, D.R. and were approached by this sales person working for Royal Holiday Vacation club and somehow convinced us to sign a 15years agreement having to pay over $2,200 a year + $600 annual fee. In this so called membership would include all inclusive hotels, and very affordable plane tickets. ALL a very HUGE lie! I end up always finding much better deals/ packages through expedia that are better and more affordable than their offers. Not only that but considering that the contract is for 15years , let me mention that me and my husband are over 70years old. What makes me think this was not meant for people my age which is why they lied about our age in the contract stating we were in our 30s. Therefore, when I called them they proceed to tell you that we cannot cancel because it is a contract, however the fact that they purposely put our wrong age to make this sale legit on their end would be a breach of contract. I demand a cancellation of our contract immediately. At this time we have other priorities such as medical bills due to our age. I hope to get this resolved within the next 48hrs to avoid taking legal actions. They prey on tge elderly people like me and my husband . This is their tactic. Very well planned out. And yes it is our lack of will power that we did not say NO but honestly the way they talk to you and make you feel this is the best thing ever persuaded us. And as for the birth dates being incorrect I did not realize it until now. Hoping to hear a resolution soon.

  Business response

  05/30/2024

  May 30, 2024
  
  Complaint ID: ********
  ******************** Servicing ***************** and the Caribbean
  c/o Complaint Department
  ******************************************************************************************
  
  Dear Sir or Madam,
  
  I had the opportunity to speak with our members daughter who called me on behalf of Mr. ***** *******************, she stated that her parents age does not match with the age registered on the contract and that they never provided their identifications. I explained to her that there is a typo on our members age, I apologized for the confusion; however, I clarified to her that the rest of the information including their names, address and nationality are correct.  I also told her that, as per our records, they had provided us with copies of their identifications.
  
  She mentioned that Mr. ***** *******************, are having financial difficulties to pay the membership, I advised her that we could always look for an alternative to make the membership affordable to their current financial situation.
  
  She also claimed that her parents were led to believe that the membership would be for fifteen years. I informed her that since they purchased the membership back in 2022, it is the first time they bring this to our attention. Moreover, I let her know that ****** 1 of the signed contract, clearly indicates that the membership is valid for thirty consecutive years. It is important to mention that Mr. ***** ******************* have the benefit of the acceleration program through which they can reduce the lifetime of the membership.
  
  She stated about the complaints against Royal Holiday, I explained to her that, as every major company, Royal Holiday is subject to receive both negative and positive comments. For that reason,we strive to detect and contact our members that have a complaint and always look for a solution.
  
  She said that alternative vacations can be taken online for less money, I assured her that Royal Holiday provides competitive prices along with great deals and promotions. I invited her to compare costs and find the best option according to her parents needs.
  
  I offered my best personal service to assist her parents to start using the membership. I explained to her that they own an excellent membership level, as well as great incentives they were awarded, such as forty-five nights to travel to selected destinations without using holiday credits or the fifteen-thousand-credits certificate free of charge to travel to ******, U.S.A,the Caribbean. ************* or ******; however, she declined my proposal and told me they will seek legal assistance.
  
  For the aforementioned reasons,we inform you that our member request is respectfully denied.
  
  I highly recommend our members to ****** their position and start taking advantage of the benefits that their membership offer. I encourage them to contact me at ************** shall they decide to accept my offer.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

  Customer response

  06/02/2024

  A representation did end up getting in touch with me. However, it was only to continue their scam . They confirmed to have a license on file for my husband and it ends up being a membership card from some place. They claim they have my DL but never confirmed the number. They tell me this is a legal contract and they have me and my husband as 32 years old, cause by the way the contract is not for 60months, it for 30 years because I would need to continue to pay the $600 annual fee. What is so crazy to me is that they did it with people like me to convince me playing with their words making it seem its the perfect purchase. I end un having to get vacation packages through other hotels which prices are much cheaper. Now they they tell you that their all inclusive hotels I would still have to pay for all inclusive. This is ridiculous. 

  The Representative Name

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

   ROYAL HOST

  Analista de Calidad
  Quality Assurance 

   

  This os a complete fraud! I dont even want my money back I just want to cancel ny contract. We are elderly people that have health bills to take care of instead of this scam. Please help. 

  Customer response

  06/04/2024

   
  Complaint: 21744438
  
  A representation did end up getting in touch with me. However, it was only to continue their scam . They confirmed to have a license on file for my husband and it ends up being a membership card from some place. They claim they have my DL but never confirmed the number. They tell me this is a legal contract and they have me and my husband as 32 years old, cause by the way the contract is not for 60months, it for 30 years because I would need to continue to pay the $600 annual fee. What is so crazy to me is that they did it with people like me to convince me playing with their words making it seem its the perfect purchase. I end un having to get vacation packages through other hotels which prices are much cheaper. Now they they tell you that their all inclusive hotels I would still have to pay for all inclusive. This is ridiculous. 
  
  The Representative Name
  
  ***********************
  
   ROYAL HOST
  
  Analista de Calidad
  Quality Assurance 
  
   
  
  This os a complete fraud! I dont even want my money back I just want to cancel ny contract. We are elderly people that have health bills to take care of instead of this scam. Please help. 
  
  Sincerely,
  
  *****************************

*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. ↩