ComplaintsforHV Global Group, Inc.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are writing to file a formal complaint against Hyatt ************* regarding our ongoing struggle to exit our timeshare agreement. Despite our efforts to navigate this process, we have encountered significant obstacles that have left us feeling frustrated and misled. We had reached out to their ***** Services team, who directed us to their **** Services team for assistance with our exit request. However, the **** Services team claimed to have no available exit options. This is deeply troubling, especially considering the misleading nature of their team name**** Serviceswhich falsely implies a commitment to assisting customers in exiting their timeshares. The circumstances surrounding our acquisition of the timeshare only serve to exacerbate our dissatisfaction. My wife and I were lured into attending a meeting under the pretense of receiving a complimentary vacation, only to find ourselves trapped for hours with our children in tow. Despite our reservations about the deal, the coercive tactics employed during the meeting left us with no choice but to reluctantly agree to the timeshare arrangement. Throughout the presentation, we were bombarded with grandiose promises of luxurious vacations and misled into believing that this investment would be a prudent choice for our family. The emotional manipulation tactics included emphasizing the precious memories we could create with our children, creating a sense of urgency by falsely claiming that the offer was time-limited, and subjecting us to undue pressure from managers and supervisors. The lack of transparency surrounding the benefits and utility of the timeshare has further compounded our distress. The information provided in the certificate we received is vague and ambiguous. We were left uncertain about how to utilize the timeshare. This entire ordeal has left us feeling deceived and scammed.

  Business response

  08/01/2024

  ****************,

  I have reviewed your owner history. I show that you and your wife chose to purchase your Platinum point ownership on February 19, 2024, and then chose to upgrade your ownership on March 9, 2024. The initial usage year for each of your contracts is 2025. Your owner history does not show you have ever tried to use your owner benefits, which do not start until 2025. Our team reached out to you repeatedly to do a new owner education call, without a return call. The only contact I show is a call in May of 2024 asking to exit your contract. 

  We do not have a cancel on demand option for your ownership contract. The qualification parameters of the exit team include all of your owner obligations being paid in full. 

  We would like to help you work through any ownership concerns or challenges and help you get all you want out of your ownership. The initial usage of an ownership may seem difficult, especially when dealing with several different departments. I am more than happy to have our ***** Services team personally assist you with the best practices for the usage of your Platinum point vacation ownership for vacation travel.

  Please know that we are here to assist and guide you through your ownership to make sure you are enjoying it to its full potential.

  Please feel free to reach out to me directly with any question.

  Best regards,

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

  Director, Customer Advocacy

   

  Customer response

  08/01/2024

  I printed the paper out then took a picture of the paperwork sign. 

  Customer response

  08/12/2024

  I sent in the paper work as a pdf file was it not received?

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My family and I have been trying to cancel our contract for several months now, but it appears our efforts have fallen on deaf ears. When we first signed up with ****/Hyatt in 2020, we were promised a host of services and benefits that unfortunately, have proven to be non-existent. Since the commencement of our contract, we haven't utilized the timeshare once, due to the glaring discrepancies between what was offered and what is actually available. It's absolutely disheartening to see our hard-earned money being wasted on services we aren't receiving.Adding insult to injury, their company is unreasonably demanding that we pay off an open loan for the timeshare before we can exit the contract. This, despite the fact that the services for which we're in debt have not been provided. One can't help but view this as a seemingly calculated and unjust scam.

  Business response

  08/05/2024

  Our records indicate that ******************* contacted our corporate **************************** earlier this year.  ******************* asked to be able to relinquish their Platinum point ownership contract.  While we are sorry to learn about the difficulties Mr. ***** ******************* expressed within their complaint related to using their ownership interest, this is not just cause for the organization to terminate their ownership. We have a team of Vacation Advisors who are dedicated to assisting our owners with maximizing the use of their ownership interests. The telephone number to our ********************* is 1-800-GO-HYATT. A review of the owner usage history shows minimal calls by Mr. ***** ******************* to our ************** team in regard to using owner benefits for vacation travel. 

  We do not have an exit on demand option for our ownership contracts. Yes, we do have an exit team. The parameters of participation in the exit team program include the owner obligations being paid in full. 

  We would like to help Mr. ***** Mrs. ************;work through any ownership concerns or challenges and help them get all they want out of their ownership. We are more than happy to have our ************** team personally assist them with the best practices for the usage of their Platinum point ownership for vacation travel.

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Hyatt gold passport account number is **********. My ********************** member number is 1-147021, contract number 9416.I'm Hyatt member since 2002. I Paid $1631.56 for 2022 maintenance fee on 1/8/2022. Since the Covid-19 pandemic, we were still awaiting the vaccination in 9/2022 and we were afraid to travel, thus we didn't use our time share. Now the pandemic seems calming down, we called the Hyatt vacation club customer service to reinstate our credit &/or points (1300 points), but the agent refused. This is unfair for the customer. We paid the money but we don't received the service. We are not supposed to be punished due to pandemic. I strongly request Hyatt reinstate our credit or points to be a fair business.

  Business response

  07/11/2024

  We appreciate having the opportunity to respond to Mrs. ***** concerns and thank her for her loyalty as a tenured member of the Hyatt Vacation Club.

  In a review of the membership account, we reflect that the members points from her 2022 use year have expired.  We are sorry that she was unable to deposit in the extended external exchange prior to their expiration.
  

  Although expired points cannot be extended, we have made arrangements for a 2-bedroom deposit with ********************** as a sincere gesture of goodwill.  The deposit will be valid for external exchange travel for one year, and ********************** terms and exchange fees will apply.  We anticipate deposit completion within 3 business days.
  

  It is our pleasure to serve our valued members.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Over the past several years, I have made multiple attempts to make meaningful contact with Hyatt Residence Club via email to discuss my concerns and seek a resolution. In May 2024, I submitted a detailed email outlining my grievances and requesting a contract cancellation. Despite my repeated efforts, I have not received any response from Hyatt Residence Club. It has now been over six months with no acknowledgment or reply, which is unacceptable and has only exacerbated my frustrations.Recently, I submitted a complaint to the ********************* of ************ which reviewed my case and advised me to pursue a deed instead of foreclosure as a possible resolution. This advice came after I had experienced the significant financial and emotional toll this situation has taken on me.

  Business response

  07/31/2024

  ******************, 

  We have responded to your prior requests and complaints filed in regard to your demand for ownership termination.

  As you are aware, we do not have an option for you to simply terminate your ownership on demand. Your owner history does not show any contact with our ***** Services team since 2018in regard to using your oner benefits for vacation travel, outside of an email about using the Beyond Program in February of this year.

  We are more than happy to assist you with the usage of your owner benefits, as long as your owner obligations are current. 

  Please feel free to reach out to me if you would like to discuss this further.

  Best regards,

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

  Director, Customer Advocacy

• Initial Complaint

  05/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Better Business Bureau,We are writing to file a complaint against Hyatt Vacation Resorts. We recently entered into a Timeshare agreement with them, but we have since discovered that the information we were given was inaccurate and misleading. We are unable to make use of the Timeshare as promised.During the sales presentation, we were told that transferring points and using certain properties would not incur additional fees. However, we later found out that this was not the case. We also relied on the salesperson's summary of each item on the agreement, believing that it was an honest representation of the terms. Unfortunately, this was not the case, and we now feel that we were deceived.We were promised that booking a stay would be easy, and that availability would not be an issue. However, we have found that the availability is non-existent, and booking a stay is anything but easy. We feel that the list of discrepancies is too long to put in this complaint, but we can assure you that we have been let down in countless ways.To make matters worse, we are now experiencing financial difficulties as a result of the high maintenance fees associated with the Timeshare. We were told that there was a buyback program available, however, we now believe that this was yet another false statement, and we are desperate to rescind our agreement with Hyatt Vacation Resorts.We respectfully request that Hyatt Vacation Resorts be investigated for their sales practices and that we be allowed to rescind our agreement with them. Thank you for your attention to this matter.Sincerely,******* & *************************

  Business response

  06/14/2024

  Sent: Friday, June 14, 2024 11:11 AM
  To: ************************** ****************************
  Subject: HVC Executive Office
  
  Good morning Mr. and ***************,
  
  I am in receipt of your correspondence sent to the Better Business Bureau.  I appreciate this opportunity to respond on behalf of the Hyatt ************* brand.
  
  It is disappointing to learn about your request to exit your ownership at Hyatt *************, *************  I understand that you have been owners since 2005.  In review of your account, I see that you have successfully used your points for reservation and conversion to World of Hyatt points.  I understand that sometimes personal circumstances change and that you may not be able to use the ownership interest as frequently as you would like. 
  
  We do offer a deed back program for Hyatt Pinion Pointe owners through our **** Services office.  In order to qualify for the program their must be no outstanding debt owed on the property (loan or maintenance fees).  If you would like to learn more about deeding your ownership week back to the organization at no cost to you, then please contact our **** Services department at ************. 
  
  I attempted to call you this morning, leaving a voicemail message.  I would appreciate a brief response to this email so that I know you received my reply.  I will also notify the Better Business Bureau of my contact efforts. 
  
  Thank you,
  

• Initial Complaint

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They enticed us with perks like hotel and wine-tasting vouchers. However, using the hotel vouchers turned out to be a hassle due to restrictions on days and limited availability far into the future. The high-pressure environment made it challenging to leave without enduring multiple representatives trying to persuade us incessantly. What was promised was a 2-hour presentation extended into over 4 hours with constant location changes. The allure of easy travel for $279 a week pushed us to make the purchase, but the reality of using the timeshare has been fraught with issues. From closed-off destinations to mismatched rooms and faulty room keys, the stress and disappointment of this experience contrast sharply with the rosy picture painted during the presentation. This was definitely not the luxury resort experience we were promised. We have tried to get out of this timeshare because of all the misinformation given and were denied.

  Business response

  06/24/2024

  **************,

  I am sorry to read about your frustration with your ownership. It can be frustrating when you are initially working with multiple departments and learning how to best use your ownership. Your owner history shows 1 call about using your owner benefits for exchange travel. 

  Please know our team is here to help you and will work with you and share the best practices for the effective use of your owner benefits. You do have a number of vacationing options available to you. There are vacation locations that *** take some advance planning due to high demand or Holiday travel. Again, our ***** Services team is here to help you. Please feel free to reach out to them Monday thru Saturday for assistance. 

  Please feel free to reach out to me with any questions.

  Best regards,

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

  Director, Customer Advocacy

• Initial Complaint

  05/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am requesting the Hyatt hotel points (90k) equivalent to 1 week of the Maui vacation ownership due to incorrect information given from Hyatt customer service causing me to not use 2023 ownership. (Existing Hyatt case #********)In October 2023, I was in my first year of ownership and called HVC customer service to understand what the options are after my Maui reservation is cancelled due to the Maui fires. I was told one of my options is that after December 2023 I switch to LCUP and I have until June 2024 to book within 60 days of travel. I asked to confirm since online it said expires in December 2023. The agent confirmed this is correct, June 2024. I later called back and spoke to another agent and they confirmed the same thing. This was documented in Hyatt case notes, not just my word for it. I then decided not to use the 2023 ownership that was available in December or to trade it with Interval based on the information I received from Hyatt customer service.I called ********************** in April 2024 to book the 2023 ownership that should have been available until June 2024 and was told it had expired. After extensive discussion with support, the only resolution has been that the agent was incorrect, Hyatt is sorry, and the only possible resolution is a 1 week interval certificate with extensive limitations. This is unacceptable. I'm not upset about cancellation due to Maui fires and being offered Interval certificate in exchange. I'm upset that I didn't use my 2023 ownership in December at any of the other wonderful Hyatt properties because I was given false information from a customer service agent and **********************'s answer so far has been that they caused the issue, but its not their problem and normally they could address it, but because the original issue came from Maui fires they can't. If this is not resolved, why should anyone ever believe a Hyatt customer service agent, as they can be completely wrong in telling customers with no responsibility.Thanks

  Customer response

  05/17/2024

  Attached Authorization Form

  Business response

  05/22/2024

  We sincerely apologize for the misunderstanding related to *********************** 2023 Maui reservation.  The **** or Limited Cup Use Period is not applicable to Maui float weeks owner per the reservation rules.  August and September of ******************************************************** the Maui wildfires.  As a gesture of goodwill, the organization decided to provide legacy week owners with impacted reservations an ********************** certificate valid for use through December 31, 2024.  The certificate required a $199 exchange fee, the organization paid the first $100, and owners were responsible for the remaining $99 fee upon redemption of their certificate for a different resort stay.  

  Due to the unique circumstances involved with *********************** case the corporate ************************ has arranged for an ********************** deposit to be placed into *********************** account #*******.  The deposit may be redeemed for a 7-night stay through ********************** and reservations can be requested up to 60 days before her anticipated arrival date.  ******************* will have 1-year to use the deposit, it does not expire until May 25, 2025.  The deposit reference number is 68878998.  We have also taken the liberty of prepaying the exchange fee, so that ******************* is not charged when she redeems her week.  Reservation requests may be arranged by contacting ********************** directly and referencing the aforementioned deposit number.

  Thank you for contacting the corporate ************************ for ********************** ************* and allowing us this opportunity to better serve *******************.

  Customer response

  05/24/2024

   
  Complaint: 21713690
  
  I am rejecting this response because:

  Are HRC customer service support answers best effort only and there is no expectation that they will actually be correct?  I was given the same answer by 2 different people when I called to ask for clarity by customer service in October.  I called twice because I was confirming the first answer was correct.  This  has nothing to do with the cancelled reservation due to the fire.  At the time I called, the Maui September reservation had been resolved and there was no issues.  My 2023 timeshare was still valid until December 2023 and could have been used.

  I had the following options if I had been given correct information (or never called customer service):

  1. Use my Timeshare week at another Hyatt property

  2. Exchange for Interval

  3. Book the week in Hyatt Maui in early December (I checked the website in late October/early November, and there was availability for 2 weeks in December in ****).

  Any of those would have been valid use of my timeshare and had nothing to do with the Maui September cancellation.  But because I was given incorrect information, twice, I chose not to take either of those 3 options because of HRC customer service answers.  

  The Interval free week is near useless with all the restrictions.  

  At best, this is a mistake from two different customer service personnel that cost me my 2023 use of my timeshare; so gross negligence.  At worst, I was lied to by Hyatt.  I have been told by Hyatt supervisors when I tried to resolve this in April that I was not the only one given incorrect information, so was this a systematic problem?

  Errors from Hyatt customer service directly cost me the ability to use my 2023 timeshare.  You should provide equivalent value (that is still possible now):  90k Hyatt hotel points is the current value of a timeshare exchange.

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

  Business response

  05/28/2024

  The ********************** deposit that ******************* has received is equivalent to the compensation offered to any owner whose reservation was impacted by the Maui wildfires.  The compensatory week is not negotiable and under no circumstances can we honor *********************** request for World of Hyatt points.  As an additional gesture of goodwill arrangements were made to extend the expiration date of Mrs. ******** week to May 2025 and we also paid her exchange fee.  

  Customer response

  06/04/2024

   
  Complaint: 21713690
  
  It's unfortunate that *** is not willing to resolve the "negligent misrepresentation" from 2 customer service agents.  The facts are as follows:

  1. Customer calls *** customer service agents twice and ask a question about *** program options for their owned timeshare

  2. Both *** agents give the same false answer to customer.

  3. Customer believes the *** agent answer and loses out on using 2023 timeshare, a cost of ~$3200 in maintenance fees and use of the timeshare.

  Above facts are documented in *** agent case notes.  

  What's ironic is you there is still time for you to honor the original representation (statements) made by both the *** agents of allowing use of my 2023 timeshare until June 21, 2024 and there is plenty of availability remaining in *** program.  Alternatively, you could provide the equivalent value in Hyatt hotel points.  But instead, *** is taking the approach that answers from *** agents can be false and there is no recourse for mistakes made from *** representatives.  I guess ***'s perspective is that the same answer from two agents isn't considered enough due diligence by the customer.

  I certainly will never trust an *** agent again and would advise any other customer of *** the same; the risk is too high that *** agents are wrong and a customer will have a material loss due to ***'s negligent training to their agents and unwillingness to resolve any mistakes that agents have made with false statements.

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

  Business response

  06/04/2024

  At this juncture we may only reiterate that ******************* has been provided with an ********************** certificate, which is fair and consistent with what other owners have received for reservations that were impacted by the tragic Maui wildfires.  Our organization will not honor her request to provide any alternative form of compensation.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are 25+ years owners of a red premium week timeshare in **************, **. The property was owned by *************************************************** and is now owned by the Hyatt ************** Our owner number is *****. Briefly (a more detailed description has been attached below) we paid our 2024 maintenance fee on 12-5-23 and requested the timeshare be deposited with RCI. Despite multiple request spanning 3 months, no action was taken by Hyatt to deposit the red premium week. On 2-21-24, a data dump, that included our property, by Hyatt to RCI was completed. We were assigned a non-premium time period and the deposit by Hyatt was penalized because it failed to meet submittal deadlines of RCI. Historically we receive about 35 points from RCI due to the red premium week being traded in. Only 22 points were assigned to the timeshare deposit by RCI due to the late submittal and a non-priority week designation of the deposited timeshare week. Numerous requests for an explanation of why we weren't provided the red premium week value have been ignored; telephone calls promising to investigate and contact us were never completed. No written response has ever been received from their customer contact area of their website despite numerous requests we be contacted. The failure by Hyatt to provide any response to explain why we weren't provided the red premium week value we purchased with a non-priority week (Palm Springs is a great destination during cool premium times. We received a summer time period in the middle of the desert with little value.) We have been materially harmed by Hyatt not providing the timeshare premium week we purchased and substituting a lessor value time period. We did our part by paying the maintenance fee a month early and requesting the deposit to RCI. Hyatt failed to process our requests in a timely manner and won't respond to our attempts to contact. We are seeking help to receive the red premium week value we purchased.

  Business response

  05/23/2024

  ****************,

  Thank you for taking the time to talk to me earlier this week. I am reaching out to our team to get the full background on what transpired with your exchange deposit. I will circle back to you directly with some answers as soon as I have the information. 

  Best regards, 

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

  Director, Customer Advocacy

  Customer response

  05/25/2024

   
  Complaint: 21703553
  
  I am rejecting this response because the investigation is still underway and we are waiting for a response.  Two supplements are included with this response
  
  Sincerely,
  
  ***************************

  Business response

  05/30/2024

  ******************,

  Thank you for taking the time to talk to me. I was able to do some digging on this. Again, I apologize for your frustration. 

  The team was able to verify they chose a week from the correct season. They will search for the week available with the highest point value for you. Their records show you contacted them In February to deposit your time. Your owner history shows you usually contact the team in December. We cannot guarantee what week will be chosen for your deposit.

  The point values you received through *** do align with the values given at the time the *** deposit is made. The earlier you make your request the better chance you will have for a higher value week. There is no guarantee you will get a 30+ trading power week.

  Please feel free to reach out to me with any questions or if you would like to discuss this further.

  Best regards,

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

  Director, Customer Advocacy

  Customer response

  06/05/2024

   
  Complaint: 21703553
  
  I am rejecting this response because it is filled with partial truths and omissions from Hyatt ************* continue (HVC).  It was a shock being informed that new Business Practices can no longer process requests to deposit Red Premium Timeshares with RCI and receive the full value of the deposit.  This is due to holding deposit requests to RCI for a data dump at the end of February, well past the Red Premium week period.  ******** dump from HVC is so late;deposits are penalized because they arent made within 9 months of the assigned timeshare week.  HVC now keeps the Red Premium Week for their exclusive use and assigns non priority weeks to owners depositing with RCI.  I was laughed at when I referred to the sales presentation which supported the value of Red Premium being realized when deposited with RCI. As you pointed out, new Business Practices changed that and besides, it wasnt in the contract.  Well, the process worked for thirty-five years until you changed the rules.  You demanded proof that I made verbal requests for my week to be deposited in December and January.  Sorry, did not make recordings of the calls.  You claim I made my deposit request in February, yet wont cite a date the request was made or if it were completed in writing or verbally.  In conflict with your response claim, RCI records show a non-priority week was assigned to me by HVC and it is not the correct season.  I have made multiple written submissions to the web page and have never received a single response.  I cant access the web page link to my contract information and HVC wont respond. Why cant you receive responses from the web page?  Only after making a BBB complaint was a response made by HVC.  Ive been cheated,laughed at, and dismissed by HVC with smirk responses.  After 35 years as an owner, I had hoped for better.  You forced a ****** on me; all future timeshare usage will be at my timeshare LWDO location in ************** and not be available to HVC members. Future requests for my timeshare week assignment will be recorded with written confirmation.  This will be one less week for HVC members at a site featured on your web page.  How has this new Business Practicebenefitted you?  I now join the voices of timeshare complainers and warn everyone to avoid having anything to do with HSV as you will be victimized by the timeshare industry which makes, changes, and acknowledges sales presentations have no meaning.  
  
  Sincerely,
  
  ***************************

  Business response

  06/10/2024

  ****************, 

  I apologize for your frustration. Yes, the process for depositing time in for exchange has changed. As we discussed, our primary exchange partner is Interval International.  

  Our team shows a first contact with you in February. The earlier you can get your request to deposit your time in, the better change you have to get a better week placed in for exchange. As you can see, the point values differ greatly. We do not guarantee what week will be deposited. Our team will choose the best week they can within your season and deposit it, based upon what is available. 

  I am happy to connect to answer any questions.

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Owning a timeshare has become a lot tougher than we ever thought it would be. The maintenance fees keep going up, and we didn't see this coming. When we were told about the timeshare, we don't remember talking much about these costs. Now that we're both retired and living on a set amount of money, these fees are starting to worry us. They could even turn into a big financial problem later on.We also thought about giving our timeshare to our kids one day, but they don't want it. They already have enough bills to pay and don't need the extra cost. What we hoped would be a nice gift now seems like a burden we don't want to leave them with.We would like a cancellation immediately before we get strung along until the next fee is due.

  Business response

  05/13/2024

  ****************, 

  We do not have an option for you to simply exit your ownership contract on request. We do have an exit team that helps interested Platinum point owners with exiting their contracts when the developer is looking to re-acquire inventory. Can you tell me if you have registered with our exit team? You would have emailed them and received an email response back advising that your interest in exiting was received.

  I am happy to connect to discuss this further if you would like.

  Best regards, 

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

  Director, Customer Advocacy

   

  Customer response

  05/15/2024

   
  Complaint: 21671870
  
  I am rejecting this response because:

  
  Mr. Hutch,
  
  
  Thanks for your reply.  
  
  
  We have heard from Kaymari in the past.  Per her, our "interest to divest" was registered in March of 2023.  14 months ago, Sir.  And since then only what you are telling us today.  
  
  
  We already don't trust Hyatt and per the reviews on your BBB page...not many people do.  Registering for something 14 months ago and not hearing ANY UPDATE since then is frustrating.  Healthcare.gov has a better response time.  THE *** has a better response time and is more transparent.
  
  Why is Hyatt not more transparent?  Why does it take us to go to THESE measures to get your team to respond only to respond with NO information?  
  
  
  Can you help me understand that?  
  
  
  We would love to ask these questions over the phone but we also know that it doesn't mean anything unless the answers can be recorded and your company can be held accountable. So, perhaps, your answers would be better suited for our dispute by leaving it here on the BBB.  
  
  Thanks
  
  ***********************
  
  

  Business response

  05/20/2024

  ****************, 

  I understand the frustration. Our exit team works on an email only basis and does not respond to owners on where they are on the list and when they can expect to exit. Our team would spend all day on the phones with owners simply discussing those issues instead of processing owners for exit. If you have registered with the exit team, that is where we want you to be. The exit team will reach out to you with an offer to exit when they get to your spot on the registered owner list. 

  Please feel free to reach out to me with any questions.

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 2023 **** Resort Properties merged with Hyatt- Resolution 1. Charged $299 for a Timeshare Presentation- did not receive the presentation regarding the Hyatt/**** Resort merger but told before/after stay there were not charges. Soleil- need $299 REFUND. 2. -3- nights of 2023 not in *****s Lounge inventory but PAID IN FULL; yes, it is now 2024 but you can see our attempts to resolve are numerous with Computer glitches since 2023. 'Hutch'- first call was about 2 months later? also, in 2022- 'We do have improvements planned for the *****s lounge but all of our improvements are set up on a schedule and forecasted out over time because we share IT allocations with the entire organization. The owners lounge updates will come as we unleash enhancements to the *****s Lounge. Our ***** Services team is scheduled to upgrade their entire phone system, which will greatly reduce the challenges we have been having. '********'- says he's 'the boss' though never took time to understand or ESCALATE as requested to Hyatt Corporate. *similar issue dating 8/17/22 having to 'resend' screenshot proof multiple times.*We were recently told reservations for our Floating Week Units can be 'booked a full year in advance' while we thought Dues had to be paid first each December prior to booking we are aware of this now for future.HOURS of hold times, 'disconnected' calls, transfers & false (incorrect) notes placed in the 'file' & told 'not to let guest see notes'!? Honest? Best customer advocacy after Timeshare ***** for 25+ years? Very upsetting including No return call from ********************* or followup from ********************* when ***** Services & Marketing continue to blame error on opposing departments.

  Business response

  05/17/2024

  *******************,

  I am sorry to hear you are frustrated with our policy regarding inventory.

  As we have explained to you, you cannot book a stay with our marketing team and then ask for that stay to be changed for you to use as a Platinum owner reservation. Our Platinum point inventory is specifically used for booking by our Platinum point owners and the inventory used by our marketing team is specifically reserved for that team to use. We do not allow those inventory buckets to be used interchangeably. The stay you booked through our marketing team would have a fee tied to it as it is a marketing-based stay.

  We have been very consistent in our communication with you regarding this policy. It is not something we would change on your request or circumvent.

  Please feel free to reach out to me with any further questions.

  Best regards, 

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

  Director, Customer Advocacy

    

*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. ↩