ComplaintsforRoyal Holiday Club

• 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,
  
  *****************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid the cost of the membership, have never been able to use the services, there is always additional cost associated with the membership, paid maintenance fees. Contracted the Share time in ******, and now receiving collection letters from a collection ****** in ****I have sued the Mexican entity for contract cancelation with the "Procuradura Federal *************** ****** in ******.

  Business response

  05/16/2024

  May 16, 2024
  
  
  Complaint ***********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear Sir or Madam,
  
  I would like to inform you that I have been in contact with **********************, through our conversation, we were able to reach an agreement.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

  Customer response

  05/29/2024

  I / We were contacted by Royal Holiday and were offered the attached Mutual Release Agreement; and we were told that all collection companies had been notify to ceases all collection efforts, however, we received a new collection notice today. Below our respond to Royal Holiday, and waiting for their response:

  "*******************,
  We have received and review the new Mutual Release Agreement, and we were going to proceed with the signature of it agree to Royal Terms and Conditions; however, on previous correspondence and phone conversations we were told that Royal had contacted all collection agencies to cees collection efforts, unfortunately this was not true as we received a new collection letter "today" at our home from Fairshare Solutions dated 05/30/2024. Does this mean that not all collection agencies were notified? Did Royal Holiday "sold" the ***t to this company, in which case the Mutual Release Agreement would be Minin Less.
  If Royal Holiday can provide evidence that has notify this collection agency company of the process that is taking place and that Royal Holiday has not sold the *** to ANY collection agency, then, we can proceed with the signature of the Mutual Release Agreement, otherwise, we will need to continue the complaint process with the BBB. 
  
  
  Best Regards,
  ***************************"

  Customer response

  05/31/2024

   
  Complaint: 21683480
  
  I / We were contacted by Royal Holiday and were offered the attached Mutual Release Agreement; and we were told that all collection companies had been notify to ceases all collection efforts, however, we received a new collection notice today. Below our respond to Royal Holiday, and waiting for their response:
  
  "*******************,
  We have received and review the new Mutual Release Agreement, and we were going to proceed with the signature of it agree to Royal Terms and Conditions; however, on previous correspondence and phone conversations we were told that Royal had contacted all collection agencies to cees collection efforts, unfortunately this was not true as we received a new collection letter "today" at our home from Fairshare Solutions dated 05/30/2024. Does this mean that not all collection agencies were notified? Did Royal Holiday "sold" the ***t to this company, in which case the Mutual Release Agreement would be Minin Less.
  If Royal Holiday can provide evidence that has notify this collection agency company of the process that is taking place and that Royal Holiday has not sold the *** to ANY collection agency, then, we can proceed with the signature of the Mutual Release Agreement, otherwise, we will need to continue the complaint process with the BBB. 
  
  
  Best Regards,
  ***************************"
  
  

  Business response

  05/31/2024

  May 31, 2024
  
  
  Complaint ***********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  Dear Sir or Madam,
  
  I would like to inform you that I have been in contact with **********************, through our conversation, we were able to reach an agreement.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

• Initial Complaint

  05/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spoke with **** over a month ago who told me to send in my husbands death certificate to process my cancellation. I sent the requested documents after our call and he has not responded nor have I heard from anyone else. Given the nature of the situation and the private and sensitive information on the document I sent over, I had expected to hear from him the same day. Ive been waiting over a month and would appreciate if someone could at least acknowledge that my documents were received and the process of cancellation has begun.

  Business response

  05/15/2024

  May 15, 2024.
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  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 I clarified her that her husband death certificate was received in 2017 and his name was removed off the account, and I explained to her that, after reviewing our records, no cancellation was offered to her.
  
  She stated due to her health condition, she is not able to travel.I told her that that our records show that, for the past years and including this year, she has been depositing the Holiday Credits in RCI. I explained to her that, if she is unable to travel next year, she can roll over hundred percent of the yearly allotment to 2026 and once she gets better, she can continue taking advantage of her vacation program. I even offered to as a one-time exception to accumulate 2026 Holiday Credits into 2027. I also informed her that she can book at any of our resorts around the world in any of our wonderful destinations and cruise cabins for family members or friends.
  
  I offered her my best personal service to assist her to continue taking advantage of the benefits that Royal Holiday has available for her. I notified her that we added new travel destinations to our inventory that are available for bookings this year in ************, **, ***********, **, **********, **, *********, **, *********,**, & ****************, ****************, *****************,among others. Regretfully, she declined my proposal.
  
  For the aforementioned reason, we inform you that our members request is respectfully denied.
  
  I strongly recommend our member to continue taking advantage of the benefits that Royal Holiday has available for her. I encourage her to contact me at ************** so I can gladly assist her.
  
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  
  ***********************
  Quality Assurance Supervisor 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To Whom It May ******* at the Better Business Bureau,I am writing to file a formal complaint against Royal Holiday Vacation Club for breach of contract and fraudulent misrepresentation. My wife and I were subjected to deceptive sales tactics and false promises when we signed a timeshare contract with them, and they have since refused to honor our cancellation rights as verbally agreed upon.The morning after signing the contract, we attempted to exercise our 5-day cancellation option per item 11 of the agreement. However, the sales representatives claimed this was not possible due to a supposed "trade-in" of our existing timeshare with Holiday Inn Vacations ***********, for which they said a third party had already paid. This "trade-in" appears to be a deceptive tactic, as we still own the Orange Lake timeshare.Critically, when we expressed our dissatisfaction, the sales supervisor dismissively told us that if we were still unsatisfied after trying "his resorts," we could "walk away" after paying off the mortgage. Trusting this verbal promise, we did not scrutinize the contract for this language then.After paying off the mortgage and trying the resorts, which were subpar in nearly every aspect, we attempted to cancel as promised. However, Royal Holiday denied our cancellation, claiming we were obligated for the full 30-year term. This contradicts the verbal assurances given by their sales representatives.We have acted in good faith by fulfilling our side of the bargain, trying the resorts, and paying off the mortgage as instructed to exercise our promised cancellation rights. Royal Holiday's denial of cancellation is based on deliberate misrepresentations designed to negate our agreed-upon right to exit the contract if unsatisfied.Furthermore, during a visit to their Cozumel property, we were subjected to another high-pressure sales meeting under the guise of a "member update." When I expressed my dissatisfaction and intent to cancel, the sales manager threatened that he could cancel my contract immediately, as if it were a punishment rather than the service we were promised.In light of these facts, we are seeking the following resolution from Royal Holiday Vacation Club:We request immediate cancellation of our timeshare contract and release from further obligations.A full refund of all mortgage payments and fees paid to date.Royal Holiday Vacation Club's actions constitute a clear breach of contract and fraudulent misrepresentation. Their sales tactics are deceptive, and their verbal promises are not being honored in good faith. We request the Better Business Bureau's assistance in resolving this matter and holding Royal Holiday accountable for its unethical conduct.Thank you for your attention to this complaint. I look forward to your response and to a swift resolution of this issue.Sincerely,******* and *************************

  Business response

  05/06/2024

  May 6, 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

  05/07/2024

   
  Complaint: 21646180
  
  I am rejecting this response because: After speaking with *********************** today, she didn't follow through with any type of resolution. 

  This is in response to our phone conversation on May 7, 2024, about my ongoing dispute over my right to cancel my timeshare contract with your company. As I have repeatedly stated, both in my original complaint and during our conversation, I acted well within my rights to request a cancellation of the contract within the 24-hour rescission period, as clearly outlined in section 11) a) of the agreement.

  During our conversation, you maintained that the company's stance is that nothing in the contract reflects being allowed to cancel after trying the resorts. However, this is simply not true. The contract explicitly states that I have the right to cancel within the specified rescission period, and I exercised that right by attempting to cancel in person at the resort. Your company's refusal to honor this request is a clear violation of the terms laid out in the contract.

  Furthermore, you suggested that I walked in that morning and requested to reduce my membership to the silver level instead of trying to cancel. This is a misrepresentation of what actually occurred. I clearly and repeatedly asked to cancel the contract entirely. I was given no other option but to negotiate down to the silver level when my cancellation request was wrongfully denied. The fact that I agreed to a silver membership under duress does not negate my original request to cancel or my right to do so under the contract.

  I have fulfilled every requirement the sales manager requests, including visiting the resorts, paying my mortgage in full, and keeping my annual dues up-to-date. Despite this, your company continues to deny me my contractual right to cancel.

  Your refusal to provide me with a straightforward answer as to why I was not allowed to cancel, as provided in section 11) a) of the contract, is unacceptable. I am resolute and will continue to pursue this matter until your company acknowledges that I acted within the rescission period and honors my request to cancel the contract.

  I am deeply unsatisfied with the handling of this situation and demand to speak with your superior to resolve this matter promptly. Please provide me with their contact information or have them contact me directly.

  Sincerely,

  
  ******* and *************************

   

  
  
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Royal Holiday, a company we have been associated with for several years. Our intention is to find a resolution to the issues we have encountered with their services, and we believe that the Better Business Bureau can help facilitate this process.Over the years, we have diligently fulfilled all financial obligations associated with our membership, expecting a cooperative and responsive relationship with Royal Holiday. However, our attempts to communicate our concerns and seek assistance have been met with dismissiveness and a lack of willingness to address our issues.To our surprise, instead of addressing our concerns, Royal Holiday has taken the drastic step of involving a collection agency, European Collections, and threatened our credit. This action has caused significant distress and frustration for us as retirees who have faithfully fulfilled our financial obligations.Furthermore, we have not utilized Royal Holiday's home location in ****** for several years. Instead, any engagement we have had with timeshare-related activities has been through RCI, rendering our significant financial commitment to Royal Holiday redundant.In light of these circumstances, we kindly request that Royal Holiday honors our sincere request to terminate our membership. We believe that this would be the most appropriate and fair resolution to our current predicament. Additionally, we urge European Collections to cease all collection efforts and withdraw from this matter immediately.While we genuinely hope to find an amicable resolution to this matter, we are prepared to pursue alternative avenues if necessary to ensure that our concerns are addressed and a fair resolution is reached. We believe that by resolving this matter promptly and amicably, both parties can avoid unnecessary complications and reputational damage.We appreciate your immediate attention to this issue and hope to hear from you soon. Please find attached any supporting documents or evidence that *** assist in resolving this matter. Thank you for your assistance.

  Business response

  04/26/2024

  April 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.
  
  
  ***********************
  Quality Assurance Supervisor
  

  Customer response

  05/02/2024

  I want to express my sincere appreciation for your attention to my concern regarding my contract with Royal Holiday. I am pleased to inform you that I have received their response.

  In my previous communications with Royal Holiday, I have expressed my strong desire to cancel my contract and have provided detailed reasons for my inability to continue with it. I trust that they understand the gravity of my situation and the importance of addressing this matter promptly. Therefore, I kindly request that they furnish me with the necessary information and guidance for the cancellation process. Any additional details or updates regarding this matter can be communicated to my email address.

  Once again, I would like to express my gratitude for your assistance in facilitating this process. Your support in helping me resolve this issue is greatly appreciated. Thank you for your attention to this matter.

  
  Warm regards,

  Customer response

  05/03/2024

   
  Complaint: 21615889
  
  I want to express my sincere appreciation for your attention to my concern regarding my contract with Royal Holiday. I am pleased to inform you that I have received their response.
  
  In my previous communications with Royal Holiday, I have expressed my strong desire to cancel my contract and have provided detailed reasons for my inability to continue with it. I trust that they understand the gravity of my situation and the importance of addressing this matter promptly. Therefore, I kindly request that they furnish me with the necessary information and guidance for the cancellation process. Any additional details or updates regarding this matter can be communicated to my email address.
  
  Once again, I would like to express my gratitude for your assistance in facilitating this process. Your support in helping me resolve this issue is greatly appreciated. Thank you for your attention to this matter.
  
  Sincerely,
  
  **** *****

  Business response

  05/10/2024

  May 10, 2024.
  
  
  Complaint ID: ********
  ******************** Servicing ***************** and the *********,
  C/o Complaint Department
  ******************************************************************************************
  
  
  
  Dear Sir or Madam, 
  
  After reviewing ************** complaint, we did not find evidence of wrongdoing. It draws our attention that our member mentions that he has expressed his strong desire to cancel the contract. However, our records show seventeen reservations booked, and he also has deposited in RCI the Holiday Credits in the past last years.
  
  For the aforementioned reasons,we inform you that, Royal Holiday has not defaulted with the contract obligations, therefore our member request is respectfully denied.
  
  I strongly recommend our member to ****** his position and continue taking advantage of the benefits that his membership offers. I offer him my best personal service to assist him to make the most of the membership he owns.
  
  I do remind our member that he can book at any of our resorts around the world in any of our wonderful destinations and cruise cabins for himself, family members or even friends.Contract holders are the only ones that can book reservations, but it is not mandatory to use them. He just needs to let us know the name of the person travelling so we can document the reservation to let the hotel know the name of his guest.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

  Customer response

  05/17/2024

   
  Complaint: 21615889
  
  I am rejecting this response because: During that period, we were able to fulfill the financial responsibilities tied to our timeshare. However, as retired individuals, we now realize that the costs associated with our Royal Holiday membership no longer justify the benefits we receive. Considering these circumstances, we kindly ask that Royal Holiday respects our genuine request to cancel our membership.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Be advised that this companywill do everythingin their power to get your money and ignore and lie to you until your trapped in the contract.Our vacation club contract with Royal Holiday VacationClub was signed on December13, 2023. Despite our previous complaintsabout the negative sales pitch experience,we are still facing an issue. Their businesshas unlawfully denied our right to terminatethe contract and receive a refund within the rescissionperiod.Furthermore,we have reached out to them via email multiple times, but have not receivedany response.We returned the followingday, on December14, 2023, to cancel the contract.Unfortunately,we were turned away as there was no one availableto assist us since ******,our sales agent, had taken the day off. We ended up making an appointmentwith **************** (was said to be the person to help cancel) the followingWednesday.He denied us our right to rescind and only offered a reduced contract.We felt we had no other choice but to sign for the cheaper alternative.Upon returninghome, we have been taking steps to rid ourselvesof this fraudulentsituation after discoveringthe rescissionclause in our contract.Be advised that we have been consistentlyreportingthis business(Royal Holiday) and what weve encounteredto many agenciesincludingthe Federal Trade Commission,Barclays,the ************* Attorney General,the DominicanRepublicMinistry of Tourism, and ARDA. Ive also alerted the credit unions of this fraudulentscheme. These reports will continue until we receive the terminationand refund contractuallyrequired of the companyto rescind the contract.Our own bank resolved the disputed charges but no one else will bother to see how fraudulentthis is. Its only a matter of time before we contact the appropriateperson to shut this down. We deserve reimbursementand termination!

  Business response

  04/17/2024

  April 17, 2024
  
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  C/o Complaint Department
  *****************************************************************************
  
  Dear Sir or Madam,
  
  I would like to inform you that we have been in contact with *********************** and she has been informed of the required process to conclude their case. We are currently expecting some information from them.
  
  We thank the Better Business Bureau for bringing this case to our attention.
  
  Truly,
  
  ***********************
  Quality Assurance Supervisor

  Customer response

  04/18/2024

  We have reached an agreement with Royal Holiday and have considered it acceptable

  Customer response

  04/19/2024

   
  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,
  
  ******* And *************************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Royal Holiday regarding the cancellation of my contract with your company. Unfortunately, the information provided during the sale process was misrepresented, resulting in significant financial strain for my family and me.My name is ******, and I am currently facing heart problems, which have led to substantial medical expenses. These expenses have made it exceedingly challenging to afford additional financial commitments, including the one associated with Royal Holiday.The intentional misrepresentation of information during the sale process has caused us great distress. Due to both our financial limitations and health concerns, we are no longer interested in maintaining the contract with Royal Holiday. We urgently request that your company promptly and efficiently ***** this cancellation request, as it is imperative to address this matter as soon as possible.Furthermore, I have incurred a $6000 debt related to this purchase. Despite being initially informed that each couple would receive $5000 each, we only received $5000. This discrepancy has further contributed to our dissatisfaction with the overall experience.Considering our health problems, we are no longer able to travel, rendering the benefits of the contract less relevant to our current situation. Therefore, we kindly request your cooperation in canceling the contract and addressing the financial discrepancies mentioned above.We appreciate your immediate attention to this matter and expect a timely resolution. Your cooperation is crucial in resolving these issues amicably.

  Business response

  04/05/2024

  April 5, 2024.
  
  
  Complaint ID: ********
  ******************** Servicing Southeast ******* and *************,
  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.
  
  
  ***********************
  Quality Assurance Supervisor

*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. ↩