ComplaintsforVacation VIP, LLC

• Initial Complaint

  07/05/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I booked a reservation to stay at the ********** by Exploria Resorts in *********** through VacationVIP which is a third party. My stay was suppose to be on July 1-4th 2024, I called VacationVIP on July 1st 2024, around 5pm an hour after check in to modify my stay, since my arrival was unexpectedly delayed. A rep informed me that there was nothing on their end that they could do, and instructed me to call the resort. I called the resort and informed them that my arrival was delayed, which is out of my control and they informed me to call the third party which is VacationVIP. I uploaded an email, and theres nothing that states that a modification to dates cant be made. The resort stated that since I didnt check in the day of, they marked me as a no show. I requested for the dates to be modified on both ends, attempted to contact them, and a resolution was not provided to me. I am requesting a full refund due to this foreseen situation.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I PURCHASED A VACATION FOR AUGUST 2024 TO *******. I MADE THE DEPOSIT, THROUGH A LINK THAT WAS SENT TO **. I RECEIVED A CALL FROM A REP BY THE NAME OF ****. SHE LEFT A VOICEMAIL STATING TO CALL EXECUTIVE SERVICES AT *********** TO PAY THE REMAINDER OF THE BALANCE FOR MY RESERVATION WHICH I HAVE BEEN CALLING SINCE LAST MONTH I HAVE NOT BEEN SUCCESSSFUL WITH REACHING **** I HAVE SPOKEN WITH SEVERAL REPS TODAY WITH NO RESOLUTION WITH THE 9 DIFFERENT REPS THEY ARE STATING THAT THEY CAN FIND ANYTHING WITH MY PHONE,E-MAIL OR NAME , I HAVE BEEN HUNG UP ON ALSO NUMEROUS TIMES THE RECORDING IS SAYING IM REACHING THEM OUTSIDE OF BUSINESS HOURS I HAVE BEEN CALLING SINCE 9ISH THIS MORNING I CALLED TO THEIR SISTER COMPANY THATS HOW I GOT THROUGH STILL WITH NOT RECIEVING THAT ASSISTANCE THAT I NEED

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked with Vacation vip for ****** from February 13th-17th. I was told I would be staying at the *************** and the shuttle from the airport is free. When we arrived we looked everywhere for our transportation. The number is was given to call was the wrong number twice. So setting it up wasnt easy. Then the guy says we are going to the ****** instead. Imagine our confusion when we realized we werent going to the hotel we booked. They never voluntary tell you anything. You have to ask specific questions After we checked in around 330 we were hoping to get something to eat and everything was closed with the exception of the snack bar. We went there and were ignored for fifteen minutes before we were even offered drinks. It was not busy. We attend the timeshare presentation at ************ which was not even offered to us to stay at. We asked if we could switch locations. They said they would look into it but never got back to us. Our stay so far has been pretty subpar. Which is why I did not purchase a timeshare. Why would I with this kind of service? We have to sit at the bar for at least five minutes everyday before we are asked what we want. The concierge is very short, rude, and not at all helpful. Every question we have has vague and short answers. This is really not what I was expecting for our stay to celebrate my partners birthday. The service should be miles better. We were told we would get a free gift after attending the presentation. The concierge tried to say we didnt get one. Then she said tequila tasting. Then she reluctantly said horseback riding I asked her where and she didnt say. None of the tours offered were explained to us so we dont know what to pick. Weve asked for assistance several times but its fallen on deaf ears. Weve been here for two days now and have sadly done nothing and its looking like it will be that way for the rest of the trip with us barely getting our questions answered. We had higher hopes

  Business response

  02/26/2024

  Hello. We appreciate you for reaching out. We apologize for any inconvenience caused by our initial difficulty in connecting with you during your vacation. Despite our efforts to contact you via phone and email, we understand that we may have missed the opportunity to assist you promptly. We also reached out to the resort in ****** during the time of your stay to ensure we could provide support to you and your partner during your stay. Despite all of our attempts to reach out to you, we have not back from you yet. If you have any further concerns or require assistance, please don't hesitate to contact us at *********************************************** We are committed to resolving any issues you may have and ensuring your satisfaction with your vacation experience.
  
  
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The business identify themselves as they are calling from Hilton Vacations (or other fake name) VIP CONCIERGE SERVICES fraudulently market and undersells a vacation packages. They will pretend they pretend to call from a branded famous hotel chain and falsely associate their vacation package with popular hotel brands to gain customer trust and try to get your credit card number and then they charge credit card without proper authorization. One such incident happened to me. They seem to be a mom and pop company in Orland, ** and registered their credit card merchant account with major credit cards. they immediately charged my credit cards an unauthorized $ amount. They don't even have their company domain and uses gmail.com for their customer service. I requested an email to review their services before so before they charge my credit card but they charged my credit card and never delivered the promised vacation package. Beware of this company they are scamming people by offering attractive vacation package and charging for services they will never provide.

  Business response

  02/22/2024

  Hello, ****************. We sincerely apologize for the distress caused by the recent incident involving our services. Please know that we take allegations of fraudulent activity very seriously and are actively investigating this matter. We deeply regret any inconvenience caused and are committed to rectifying the situation to the best of our ability. Rest assured, steps will be taken to prevent such occurrences in the future. Your trust and satisfaction are of utmost importance to us, and we appreciate your patience and understanding as we work to address this issue promptly. With that being said, we have attempted to reach out to you multiple times, left you voicemails but have not yet heard back from you. It does not appear that you are a client of ours, as we have been unable to locate you in our system. If you feel more comfortable, with keeping communication to email please reach out to us at ********************************************** with your full name, email and phone number. We would be happy to assist you in attempting to resolve your inquiry. 

  Customer response

  02/22/2024

   
  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.

  To further clarify, I made the review for wrong company, my review was supposedly left for a different company listed below:

  **********************
  227 Broadway, Suite C
  ********* ** 34741
  Phone number: ************
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vacation package on January 17,2020 cost $1098USD with mxrru they said they are the authorized partner of ************. On October 2022 I asked if I can upgrade my package the agent said I can upgrade to a 5star hotel but the package cost $2896USD so I need to pay the difference and he said a can do the monthly payment so I put $500USD on Oct. 26,2022 and I paid the balance on April 28,2023 but when I received the purchased letter it says still on the ocean spa with only 5days/4nights package the agent said he is fixing it I always do follow up but he said there is no problem that when we arrived ****** his the one will pick up us in the airport but his not there the driver drop us in ocean spa when I call the agent he said just check in so we can eat and he was on his way so he can transfer us to ************ we waited till 10pm and no one showed up when I asked the hotel manager said there is no agent based in ******, I emailed mxrru customercare but I did not get any response I also talked to manager but it seems she does not know how to handle the situation she only said she found out that the agent did instead of upgrading my packaged she purchased another one that is why I am asking for the refund of the $1730USD cause I purchased the timeshare so we can move to ************ and I dont even need a second vacation package, but the problem is I dont know who I will contact in their company no one answering my emails, hope you can help me with this I worked hard for that money I really appreciate and hope to hear from you soon what is the next step I need to do I attached hear the receipt and some of the conversation with the agent name ***********************

  Business response

  12/21/2023

  Hello. We appreciate you reaching out. We understand that your vacation experience has been less than satisfactory, but after a thorough investigation into your case, it seems there might be a misunderstanding. Upon reviewing our records, we couldn't locate any information matching the details you provided. It appears there may be confusion between our company, Vacation VIP, and another entity, VIP Holidays, which you mentioned in your complaint.
  

  We want to emphasize that we are Vacation VIP and are not affiliated with VIP Holidays. Additionally, there is no record of an agent named *********************** within our organization. Based on the screenshots you provided, it seems the transaction pertains to VIP Holidays. We kindly recommend reaching out to them directly using the contact information on your receipt to address your concerns and seek resolution.
  

  As we are a separate entity, we kindly request that you remove this complaint from our BBB profile, as it does not pertain to our company. We appreciate your understanding in this matter and hope for a swift resolution to your concerns with the correct business. Thank you once again, and we apologize for the inconvenience. 

  
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In January 2023 my wife found an ad on ******** (on her iPhone app) for this amazing deal of 6-Days/5-Nights Luxury Resort (All-Inclusive) Vacation Package to ***************, PLUS a 6-Day/5-Night Bonus ****** Getaway (All-Inclusive vacation package). The VacationVIP.com advert stated we had 12 months to use this, then 12 more months from that date to use the bonus vacation.The normal rate was listed at $4,880, but this advertised deal listed the price as ONLY $599 TOTAL per couple. The only requirement besides the total $599 price was a single timeshare presentation in ***************. We paid the $599 deal price (plus some additional $ for extra nights in ***************) and met the timeshare requirement in full in August 2023. Actually 8hrs of their 2 hour presentation.When we returned to the *** and attempted to collect our paid-for "bonus" vacation, we're now being told that their "partners" are requiring us to pay additional resort fees, reservation processing fees, and upgrade fees totaling $549.50 PLUS an additional timeshare presentation requirement in ******.Our deal was with VacationVIP.com and we should not be required to pay more than the agreed upon full price of $599 which we have already paid. There was NO MENTION of additional fees in the $599 TOTAL per couple deal we agreed upon.

  Business response

  12/13/2023

  Hello *******,

  We appreciate you reaching out, and apologize any inconvenience. I would like to clarify the terms and conditions pertaining to the bonus vacation provided. It is important to note that the bonus vacation is not entirely without cost, as reservation fees are applicable and contingent upon factors such as location, resort, and season. For reservations at ***************, our resort partner's policy is to waive the reservation fees, although this is subject to availability and inventory. However, during other periods, reservation fees typically range from $99 USD to $149 USD. It is imperative to highlight that the waiver of fees is conditional upon participating in a tour at the chosen resort.
  
  In your specific case, ****************, we acknowledged a misunderstanding and, as a gesture of goodwill, provided you with a third bonus vacation. Furthermore, an additional night at *************** Occidental was included in the resolution. You expressed satisfaction with these accommodations, and we considered the matter closed upon receiving confirmation via email on August 19th, 2023. Attached to this response are complete transcripts serving as evidence of the aforementioned resolution.
  
  Since the date of confirmation, we had not received any communication from the customer until recently with your ******************** statement. We remain committed to ensuring a positive experience for all our customers and are open to addressing any concerns they may have. We hope this helps to clear up any questions; should you require any further clarification or assistance, please do not hesitate to reach out.
  

  Customer response

  12/13/2023

   
  Complaint: 20963092
  
  I am rejecting this response because:

  Hi, the basis of my complaint is that nowhere in the advertisement for the initial plus bonus vacations did it mention ANY additional charges.

  In fact the words "Only $599 Total per couple" was repeated several times (see attached).

  The way I understand it, TOTAL means "the sum of what you owe" or "the COMPLETE amount due" in regards to monetary transactions. You can't sell me something for $599 then tell me months later that I need to pay an additional $99-$149 to your partners when it WAS NOT DISCLOSED at the time of the purchase. So, I'm not keen on sending $99-$149 to your partners for a 2nd, 3rd, or 4th bonus vacations. Additionally, I understand a BONUS to be something given freely (unless otherwise specified, which these fees were NOT disclosed at the time of purchase).

  Furthermore, I have been told that I must agree to another timeshare presentation in ****** which was ALSO NOT DISCLOSED in the original advertisement or in the original Terms & Conditions that you agreed to.

  Also, the bonus night/day you talked about was offered because we purchased additional nights at your requested fees and they told us that was a bonus night because we paid the fees for extra nights, not for any misunderstanding; it had nothing to do with the false advertising of the $599 TOTAL price.

   

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

  Business response

  12/14/2023

  Hello *******,  
  We would like to clarify that the terms and conditions for the promotional offer, including the requirement to attend a 90-minute presentation and pay resort fees, were clearly outlined in the documentation provided to you via the resort partner. We have also attached screenshots depicting our resort partner's agents explaining these terms, and have included the terms and conditions for the bonus vacation. Additionally, please find attached the specific terms and conditions related to the bonus ****** vacation, as agreed upon during the welcome call when you requested the bonus vacation. To demonstrate our commitment to customer satisfaction, our resort partner has agreed to initiate a partial refund of $200 to your original form of payment as a gesture of goodwill.
  For your reference, here are the clauses that mention the required. resort preview. In the terms and conditions it states, 
  Clause 14 & Clause 21:
  "Attendance to a 90-minute private ************** breakfast and presentation is mandatory and will be scheduled by your *********************** concierge who will meet you at the host resort upon 
  rrival. The breakfast and 90-minute tour will take place at ******************************** and will begin after breakfast. Transportation to and from *********************** is provided."
  FAILURE To attend or complete The 90-minute presentation, or failure to present required documentation and/or giving purposely misleading or omitting relevant information regarding qualifications will negate this promotion and result in your reservation being canceled or penalty charges being applied."
  We sincerely value your feedback, and we want to assure you that your satisfaction is of utmost importance to us. We sincerely trust that you will consider revisiting your complaint in light of the actions we've taken to address your concerns. Again, as a goodwill gesture, the resort partner has agreed to issue you  a partial refund of $200 on December 14, 2023. Your understanding and acknowledgment of this resolution would be highly appreciated. If you have any further questions or concerns, please do not hesitate to reach out to us at ********************************************** 

  Customer response

  12/21/2023

   
  Complaint: 20963092
  
  I am rejecting this response because:

  Hello again,
  While I appreciate the goodwill gesture, the bottom line for me is that when I purchased this package that included 2 each 6-day,5-night vacations (1 to ***************, 1 to ******), the advertisement clearly stated that the ***** price was $599. No mention of additional fees whether through VacationVIP or its partners were made at the time of the original purchase.

  You CANNOT come along AFTER the purchase and say oh, by the way you will also have to pay ** fees and ** feesthat is a fundamental change to the original agreement; you CANNOT change the agreement between us after the fact (full purchase payment of $599). The original agreement/purchase between us was for $599 ***** price. If you knew at that time that the partners would be charging extra, additional fees it should have been clearly displayed in the original advertisement. Its like you coming to me to buy a new car and I tell you the price will be $599 and then after you sign up and pay the $599 I come back with an email from my partner that says, oh, by the way if you want tires on that car you will need to pay an additional $149Thats not how business works!

  
  Just for clarification I have received an email and Tafer Resorts Terms & Conditions that state I must pay the following additional fees:
  $29.95 per night (5 nights), total of $149.75 for Resort Fees
  $29.95 per night (5 nights), total of $149.75 for Resort Processing Fees
  $50 per night (5 nights), total of $250.00 for Upgrade Fees(Note that this came from an email that states the only way to visit Villa Del Palmar is by paying these upgrade fees, however the original advertisement stated the bonus vacation is only for **************************)
  So, in sum you (or your partners) are asking for an additional $549.50 in fees that were NOT agreed to on our original purchase of $599 *****, and you (or your partners) have offered a $200 credit/refund which still leaves a balance of $349.50 THAT I DID NOT AGREE TO.
  
  Also in the same manner, the original advertisement stated that I would have to attend a courteous 90 to 120-minute VIP resort vacation club sales presentation... (NOTE that this statement says a presentation,not 2 presentations, or multiple presentationswhere I come from a means 1,and ONLY ONE). The original Terms & Conditions sent to me by VacationVIP clearly stated this under the heading PRESENTATION REQUIREMENT (I am attaching it for your review). No other Terms and Conditions were presented to me or advertised at the time of original purchase, so just like you CANNOT charge additional fees that I did not agree to, you CANNOT require additional Terms and Conditions other than the original purchase T&C that I did not agree to with my original purchase price ($599). The clauses you referenced in the T&C from *********************** DO NOT APPLY as whatever document that came from was NOT presented to me at the time of the original purchase-I did NOT agree to them by paying the original $599 purchase price, only to the single presentation as noted above.
  
  Since you (or your partner) have generously proffered a $200 credit, that only leaves me to pay $349.50 for a FREE BONUS VACATIONthat is NOT ACCEPTABLE. If you (or your partner(s)) wish to waive all the **************, and processing fees, I would be keen to resolve this case amicably, however to fully resolve this case, there cannot be an additional requirement for any courteous 90 to 120-minute VIP resort vacation club sales presentation for me to continue. Once those requirements are dropped (with NO penalties,cancellations, or other adverse actions), we can proceed to resolve this BBB complaint.
  
  Sincerely,
  
  ***************************

  Business response

  01/10/2024

  Dear *******, 
  
  Thank you for your email with questions in regard to your package Certificate ****** purchased on 16th Jan 2023. 
  
  The package was for $599 for 6 days and 5 nights all inclusive stay at the Vallarta gardens which you completed on 26th July 2023 plus the bonus trip for ****** 6 days and 5 nights all inclusive. The breakdown of the costs of these vacations is $399 for the Vallarta Gardens plus $200 for any additional bonus trips. We offer different packages but they are all connected to the resorts membership programs, you do have to attend their presentations as per the advert and our terms and conditions explains. This is the reason why you are getting these vacations at such a  discounted price. 
  
  In some cases on the bonus you can request upgraded rooms, additional nights, additional guests or older children but this is not part of your package and you do have to cover those additional costs yourself, we can not waiver them for you. 
  
  For Vallarta Gardens we do all the contracts and the T&C paperwork for you but on your bonus the chosen resort does ask an admin fee to do all that which we cover in verification calls, as you were unwilling to pay that and not happy with the 3rd free bonus vacation we added to your package to cover that cost we felt the only way to resolve this was to refund you the $200USD  for the bonus. 
  
  We not longer have a contract with you as you have used your Vallarta gardens Vacation and we refunded you the $200USD for your bonus, the free 3rd bonus vacation was offered to compensate the admin fee requested by your 2nd resort vacation and as you rejected this the package is now complete.

  Customer response

  01/10/2024

   
  Complaint: 20963092
  
  I am rejecting this response because:

  One more time. The original agreement between myself and the seller of these packages was ******* clear- "ONLY $599 TOTAL"  for 2ea., 6-day/5-night All-Inclusive vacations; one to Vallarta Gardens in *************** and one to **************************.

  That fact is indisputable as you can clearly see from the attached screenshot of the original transaction. There was NEVER any "breakdown" of costs; the advertisement clearly stated  "ONLY $599 TOTAL"  for the 2 vacations.

  Only now (January ****), well after the purchase was made, you are attempting to explain some "fine print" that was NEVER DISCLOSED at the time of original purchase (January 2023).

  Here is the "fine print" that you are presenting today for the FIRST TIME (nearly 1yr after the original purchase agreement) :

  "...The breakdown of the costs of these vacations is $399 for the Vallarta Gardens plus $200 for any additional bonus trips. We offer different packages but they are all connected to the resorts membership programs, you do have to attend their presentations as per the advert and our terms and conditions explains. This is the reason why you are getting these vacations at such a  discounted price. In some cases on the bonus you can request upgraded rooms, additional nights, additional guests or older children but this is not part of your package and you do have to cover those additional costs yourself, we can not waiver them for you. For Vallarta Gardens we do all the contracts and the T&C paperwork for you but on your bonus the chosen resort does ask an admin fee to do all that..." 

  Somehow you have rationalized this explanation into the fact that you are refusing to honor your agreement with me and assert that our business is concluded simply because you provided a courtesy $200 credit.

  If this is your final stance on the matter, I will NOT accept your resolution and will NOT withdraw my complaint with the BBB and/or any other organization.

  Further, in regards to your statements, I am NOT asking you to "waiver" anything; simply to provide what you agreed to provide, and that I paid IN FULL for in January of 2023--($599 TOTAL for 2ea. 6-day/5-night All-Inclusive vacations; one to Vallarta Gardens in *************** and one to **************************.) I am not asking for special treatment or exceptions to our agreement, I am only asking that you provide what you agreed to provide for the agreed contract price of $599 TOTAL. This is how honest, reputable companies and consumers conduct business. (or should in your case)

   

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

• Initial Complaint

  11/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Was told that I had 18 months to travel tried to call today to make arrangements and all my information has been wiped out. Can’t seem to get any answers from anybody.

  Business response

  12/01/2023

  Hello, ******. We appreciate you reaching out and apologize for any inconvenience, but would be happy to help to send your information over to the right department. It appears you opted in for ******** Orlando, $138-Bonus for the 3-Night ******** Cruise. We have provided your information to the resort partner that is involved with your booking. Should you have any issues with getting in contact again, please feel free to let us know. 

  Business response

  12/08/2023

  Hello. We hope this message finds you well. We wanted to follow up regarding your recent vacation package inquiry for the ******** Orlando package, which includes a $138 bonus for the 3-Night ******** Cruise. Our records indicate that you opted in for this exciting package on December 19th, 2022, at 10:09:11 pm. However, it appears that the purchase wasn't completed online. Instead, we have noted that you successfully made the purchase via TAB's CallCenter on December 20th, 2022, at 09:56:24 am. We understand that you may have some concerns or questions related to your reservation, and we want to assure you that we are here to assist you. Your satisfaction is our top priority, and we would appreciate the opportunity to address any queries or provide clarification to ensure a smooth and enjoyable experience for you. 

  We sent your information along with your certificate number out to the appropriate resort partner on December 1, 2023. It appears that one of our team members, Jason, have reached out to you. We ask that you please update your complaint as we have provided a resolution for you.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Early this year I received a call stating that I have won a free trip and all me and my husband had to do was pay for the taxes. After paying the taxes which was $500a we were guaranteed a 5 day 4 night stay in Orlando and a resort in the area, we were guaranteed an 3 day 2 night in Daytona and a bonus trip if we decided to go. Via email I received a packet which included the voucher number and the company number vip vacation number ************ and was told to call when we are ready to book. I’ve tried calling and emailing. And no response. This company scammed me and changed all their numbers. If I am not refunded or receive the trip as promised I will pursue legal action.

  Business response

  12/08/2023

  I hope this message finds you well, and I want to express our sincere apologies for any frustration or inconvenience you've encountered in your attempt to redeem the free trip offer you received earlier this year. First and foremost, I want to assure you that your concerns are of the utmost importance to us. We take matters of customer satisfaction seriously, and I am committed to working diligently to resolve this issue promptly. We regret any difficulties you've faced in reaching us through the provided contact details. To expedite the process, we kindly request that you provide any additional details you may have, such as the date of your initial contact, the names of the representatives you spoke to, or any other pertinent information that may assist us in locating your file. Moreover, I want to emphasize our commitment to finding an amicable solution. We value your trust, and we are dedicated to ensuring a positive resolution that meets your expectations. To facilitate further communication and expedite the resolution process, please consider reaching out to our dedicated customer support team at [email protected], respond directly to this message or call us at 1-(800) 266-0602. Rest assured, we are here to assist you every step of the way. We appreciate your patience and understanding as we work to address your concerns. Our goal is to restore your confidence in our services and make things right. Thank you for bringing this matter to our attention, and we look forward to resolving it to your satisfaction.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sorry to come here but i tried sending emails no response, call a few times left messages no response. Have already paid for the vacation and trying to just get confirmation and nobody's responding. If only someone can call back or send email for confirmation . Thankyou

  Business response

  09/25/2023

  Hello, we apologize for any inconvenience you've experienced in trying to reach us and obtain confirmation for your vacation. We appreciate your patience as we address these concerns. We would be more than happy to address your concerns as we strive to provide concierge-level service. We understand the importance of confirming your vacation and ensuring a seamless experience. To better serve you, please contact us at 1-(800) 266-0602; we have provided the hours of operation below (EST):
  
  Monday: 9?AM–10:30?PM
  Tuesday: 9?AM–10:30?PM
  Wednesday: 9?AM–10:30?PM
  Thursday: 9?AM–10:30?PM
  Friday: 9?AM–9?PM
  Saturday: 10?AM–6?PM
  Sunday: 10?AM–6?PM
  
  Your satisfaction is our top priority, and we are committed to resolving this matter for you. We appreciate your feedback and hope to restore your confidence in our services.

  Customer response

  09/28/2023

  I called them & they responded they dont have any vacation resorts in ****** .

   

  Customer response

  10/05/2023

   
  Complaint: 20576061
  
  I am rejecting this response because:

  I called them & they responded they dont have any vacation resorts in ****** .
  
  Sincerely,
  
  Nur *********************

  Business response

  11/07/2023

  Hello **** We appreciate you reaching out and apologize for the inconvenience you've experienced. It appears you have contacted us regarding a booking via a resort partner. You can contact us directly at Living Stone Golf Resort by phone at +1-************ for immediate assistance regarding your vacation confirmation. Alternatively, you may also reach out to Vitality Vacations at ***** ******** or via email at [email protected]. We are committed to ensuring you receive the necessary confirmation and support for your paid vacation. Please be assured that we'll do our best to address your concerns promptly. Thank you for your patience.

  Customer response

  11/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: i called both # s provided & nobody's willing to help & dont know what i am talking about .
  
  Sincerely,
  
  *** ***** *****

  Business response

  12/08/2023

  We apologize for any inconvenience, but we want to resolve this matter for you as soon as possible. First and foremost, we extend our sincere apologies for any inconvenience you may have experienced. We understand that your time is valuable, and we deeply regret any disruption to your plans or expectations. Our utmost priority is to address and resolve the matter at hand swiftly, ensuring your satisfaction and restoring your confidence in our services. We genuinely appreciate your patience and understanding during this challenging time. To facilitate a prompt resolution, we kindly request you to reach out to us via email at ******************************** Your communication is invaluable to us, and our dedicated team is eager to assist you with the utmost care and attention.
  
  In our commitment to serving you better, please find below our business operating hours:
  

  Friday 9?AM9?PM
  Saturday 10?AM6?PM
  Sunday 10?AM6?PM
  Monday 9?AM10:30?PM
  Tuesday 9?AM10:30?PM
  Wednesday 9?AM10:30?PM
  Thursday 9?AM10:30?PM
  
  Rest assured, your concerns will be met with the utmost empathy and diligence as we work towards a solution tailored to your needs. Your satisfaction is of paramount importance to us, and we are dedicated to ensuring your experience with us is nothing short of exceptional.
  Once again, we sincerely apologize for any inconvenience you have encountered. Thank you for giving us the opportunity to make things right. We look forward to resolving this matter promptly and exceeding your expectations.

   

  Business response

  12/12/2023

  Business

  Most Recent Message

  Date Sent: 12/8/2023 11:18:38 AM
  

  We apologize for any inconvenience, but we want to resolve this matter for you as soon as possible. First and foremost, we extend our sincere apologies for any inconvenience you may have experienced. We understand that your time is valuable, and we deeply regret any disruption to your plans or expectations. Our utmost priority is to address and resolve the matter at hand swiftly, ensuring your satisfaction and restoring your confidence in our services. We genuinely appreciate your patience and understanding during this challenging time. To facilitate a prompt resolution, we kindly request you to reach out to us via email at ******************************** Your communication is invaluable to us, and our dedicated team is eager to assist you with the utmost care and attention.
  
  In our commitment to serving you better, please find below our business operating hours:
  

  Friday 9?AM9?PM
  Saturday 10?AM6?PM
  Sunday 10?AM6?PM
  Monday 9?AM10:30?PM
  Tuesday 9?AM10:30?PM
  Wednesday 9?AM10:30?PM
  Thursday 9?AM10:30?PM
  
  Rest assured, your concerns will be met with the utmost empathy and diligence as we work towards a solution tailored to your needs. Your satisfaction is of paramount importance to us, and we are dedicated to ensuring your experience with us is nothing short of exceptional.
  Once again, we sincerely apologize for any inconvenience you have encountered. Thank you for giving us the opportunity to make things right. We look forward to resolving this matter promptly and exceeding your expectations.

   

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The ad on line did not state a requirement for your. The receptionist that took my credit card number did not say anything about it. Only when I called to make the reservation was it mentioned. I have been screwed lover by time share companies that I hate them fiercely. I fear for my safety. Please convince them to refund funds soonest. Thanks.

  Business response

  09/07/2023

  Hello, Ben. We appreciate you reaching out and apologize for any inconvenience. We have successfully communicated with you regarding your concerns. During our conversation, you expressed your refusal to participate in a tour as originally required to qualify for the promotion. In light of your decision, we have promptly processed a refund for you as of this morning. We value our customers' satisfaction and strive to address their needs in a timely and responsive manner. We ask that you please update your complaint, as we have provided you with the refund as requested. If you have any further inquiries or require additional assistance, we remain available to assist you in any way possible.

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