ComplaintsforHV Global Group, Inc.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out to Hyatt Residence Club where we have been owners for approximately 10 years. We have vacation planned for Oct 9th to the 13th in Key West at our home resort Beach House. We asked for special consideration to cancel our vacation and roll our remaining 800 points over to 2023. Our primary residence and only residence is in ******** on************ Fl. We were the direct path of hurricane Ian and are not able to access our home. The only means of access is by boat. The road and one bridge in Matlacha have been washed away this is the only access. We were told only people that had reservations to Coconut Point were able to have cancelation fees waved. This is no wat to treat owners or anyone.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/10/10) */ Our office has spoken with Mr. ****** and we are very sorry to hear of the devastating impact of Hurricane Ian. Although we are unable to move the member's 2022 expiring points to 2023, we were able to cancel his October 9 - 13, 2022 Hyatt Residence Club Beach House reservation and waive the cancellation fee. His 800 points have been returned to his account available until 12/31/2022. In the event Mr. ****** is unable to use the 800 points by the end of 2022, we can pursue an exception to move those 800 points into the Extended External Exchange with Interval International to extend them through 2023. We wish Mr. ****** and his family well during this difficult time. Consumer Response /* (2000, 7, 2022/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) They were very helpful, it took corporate getting involved, thank you for the help

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The member services Dept is closed on weekends. I filed a complaint, and want to warn everyone that Hyatt is a rip-off. I feel they are purposely not sending out bills, or notifying people because they can make more money giving the unit to the general population in general reservations. Beware of Hyatt!!!! I found this on the BBB site referring to Hyatt Residence Vacation Club and I have also been a victim of their scam. They have my credit card on file. they do not send out bills. Sales personnel are scammers do not explain what you are getting into.

  Business response

  10/18/2022

  Business Response /* (1000, 5, 2022/09/12) */ Thank you for allowing an opportunity to respond to Ms. ********'s complaint regarding her Hyatt Portfolio Club purchase on September 6, 2021. I am sorry to hear of her dissatisfaction. The Hyatt Portfolio Club ("HPC") provides priority access to reserve 9 HPC Resorts using your Portfolio Club Points. HPC Members may reserve nightly stays 1-30 nights (based upon availability), arriving/department any day of the week, any season, any villa size. At 6-months prior to a preferred arrival date, the reservation window is open to all Portfolio Program owners as well as Hyatt Residence Club owners. Disclosed in the Public Offering Statement is that the developer will be renting unsold inventory of timeshare interests. Additionally, Owner's Association owned inventory may be rented to offset annual assessments. The purchase of a Timeshare Interest entitles the purchaser to use, rent, exchange, sell or otherwise transfer their Timeshare Interest. Upon review of the current loan status, Financial Services has confirmed that the member has signed up for automatic credit card payment and therefore would not receive monthly loan statements. In communication with the Condominium Collections team, they are agreeable to waive late fees and interest if the past due annual dues balance is paid within the next 5 business days. They will reach out to the member directly or Ms. ******** may call 800.487.2033. Additionally, I am pleased to assist the member with the use of her Hyatt Portfolio Club ownership. Again, thank you.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Hyatt Vacation Club timeshare in April 2022. During the presentation, I was told as long as I exchange over 60,000 points for 7 days stay at hotel with exchange company called interval, I will get one week bonus certificate, and that certificate will start from the date of exchange the points, and expired one year from starting date. Contacted interval, was told by interval this deal doesn't exist anymore, the certificate doesn't always guaranteed.

  Business response

  09/26/2022

  Business Response /* (1000, 5, 2022/08/26) */ From: F********, Ray (MVCI) Sent: Friday, August 26, 2022 4:06 PM To: ************************* Subject: Customer Advocacy Good afternoon Mrs. *****, I am in receipt of your complaint filed with the Better Business Bureau regarding your recent purchase of Hyatt Residence Club Portfolio Points. I deeply apologize for any miscommunication that may have occurred at the point of sale. Interval International offers its members bonus weeks at their discretion based upon their need for different types of inventory at various resorts and at various times of year. Bonus weeks are never guaranteed as they are at the discretion of Interval International. I am happy to look into your concerns further by reaching out to the sales leadership team. Can you please provide me with the contract number, the name of the resort where you purchased, and the name that is on your sales contract, I am happy to look into this matter for you. Take care, Ray F******** Director, Customer Advocacy

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought into the Hyatt Vacation Club on 7/20/22 at The Hyatt Sedona Pinon Point with Lisa J****** acting as the sales executive. On 7/28/22 I decided not to go through with the purchase and rescinded the offer, based on our right to do so on page three of the contract stating "owner/purchaser has the legal right to rescind this agreement without penalty or obligation, or cause of any kind, by midnight on the tenth (10th) calendar day"....by sending or delivering in written notice of rescission to the seller (address) or sent by email to [email protected]. Notice of rescission is effective on the date the cancellation is sent." I emailed the above address and Lisa J****** directly. I also sent a copy of the email through certified mail on 7/28/22. I did not hear back from anyone at Hyatt Vacation Club confirming my right to rescind. On 7/30/22 and 8/1/22 I called the number provided and the office was closed. On 8/2/22 I called the number provided to me and after a combined total of 1 hour and 30 minutes on hold, I was told to call my sales executive, Lisa J******. I called Lisa J****** on 8/5/22 and have not received a return call. Nor has she responded via email that she received my emails stating my decision to rescind.

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/08/18) */ From: F********, Ray (MVCI) Sent: Thursday, August 18, 2022 4:58 PM To: *************** Subject: Customer Advocacy Good afternoon Mr. ****, I am in receipt of your complaint that was filed with the Better Business Bureau. I appreciate this opportunity to respond on behalf of the corporate Customer Advocacy office. I have been in touch with John M*******, whom is the Project Director of Sales and Marketing at Hyatt Residence Club, Pinon Pointe. John confirmed with me that your rescission is in process and a refund of your deposit took place on August 17th. Please allow up to 20 days for the refund transaction to reflect on your online credit card billing statement. Please let me know if you have any further questions or concerns. Take care, Ray F******** Director, Customer Advocacy

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/4/2022 I purchased Hyatt World package for 1,094.00 which was a package for 5 days and 4 nights. I was suppose to receive the final details of my package through email and prior to me leaving the property. I never received a copy of the information. I called to us my package for my upcoming trip to Florida. I called to make my reservations. It took from Sunday to Tuesday and I had to talk to over 15 people to try to figure out this issue. I was told that my package was only to go back to Sedona. I stated I thought I had the package with Bonita Sprigs etc because I knew I had an up coming trip in July that this would be handy. I was told call the original sales person and they can send and email to change the package so you can use it. I said I am leaving Wednesday 7/27/2022. I did not get to speak with anyone who could resolve the issue. I told by my original sales rep that the best thing that could happen is for me to get a refund. I expressed that if that is what has to happen I guess so but I would like to go to the Bonita Springs location. He stated he had only been there 3 months and that he could not do anything he needed to speak with his supervisor. On Wednesday 7/27/2022 I received a call after I checked into my room at another facility for my trip. I was told they could have changed package not sure why I had to go through all of this and issue would be resolved by the evening and I would have information before the days end because he was going on vacation. I also informed him of serious concerns with customer service as well as I did not receive a copy of my contract and was not clear on some items I was told at the time of purchase. I kept the receipt and copy of the advertisement. It is now 7/28/22 I have not heard from sales super and when I called a young gentleman tried to help at the Sedona sales then all of a sudden a rude woman interrupted the call and transferred my call to a voicemail.

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/08/01) */ Ray F********, Director of Customer Advocacy has reached out to Ms. ******** directly via email. If Ms. ******** has any additional questions or concerns related to this matter, she is encouraged to respond to Ray's email.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a timeshare and I emailed the email in the contract to cancel within the 10 day due diligence. I have received no response from the email confirming that I have canceled my contract nor have I gotten a refund on my earnest money

  Business response

  08/17/2022

  Business Response /* (1000, 6, 2022/07/19) */ From: F********, Ray (MVCI) Sent: Tuesday, July 19, 2022 12:56 PM To:**************************** Subject: Customer Advocacy Good afternoon Mr. ****** I am in receipt of your Better Business Bureau complaint regarding a recent purchase made at Hyatt Residence Club, Pinion Pointe. I apologize for the lack of follow up regarding your rescission request. I have been in contact with the Project Director at Pinion Pointe and he confirmed receiving your rescission request. Your sales contract rescission is currently being processed by our sales administration office and you may expect to see the deposit funds returned within the next 7 to 10 days. Thank you for your loyalty over the years, please let me know if there are any other questions that I can help answer for you. Best regards, Ray F******** Director, Customer Advocacy

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are longtime owners of an Eagle Point timeshare. Throughout our ownership, we've had difficulty finding open dates that would work for us and for our floating timeshare. When we got dates, the rooms were often made available to us later in the day than promised. There were repeat problems over the years with dirty sheets and bathrooms in our apartment. There were also issues with pool tile damage, hot tubs that were not operational, broken elevators, tennis courts covered with weeds growing up through cracks in the asphalt, damaged and dangerously unrepaired walkway flooring, broken garbage disposals and TVs. We did visit last year for the first time in 8 years and were very disappointed to see how much more the property has been neglected and not been maintained. The room we had was really shabby compared to the newer remodeled rooms that were only available to new first time renters and not longtime timeshare owners. We are also approaching retirement, and these uncontrolled and escalating maintenance fees will begin to weigh heavily on us negatively when we are on a fixed income. With these very valid issues at hand, we reached out to Eagle Point about what we could do to give them back our timeshare. We were given information about the process and they put us in touch with a title service to get things moving. All of that came to a halt when Matthew Whittington reached out and told us it wouldn't be possible to deed our timeshare back any time soon and that we would get put on a list for whenever they're able to take it back. In addition to this, they want another 2 years of HOA dues plus another $250 before they will take it back. Surely they have received enough money from us at this point. We've been paying HOA dues for 26 years, not to mention having paid for our timeshare in full. This all just sounds like a long and drawn out process to squeeze as much money out of us as they can before we're done. We need a more immediate solution to this matter.

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2022/06/10) */ Mr. *********, I appreciate you emailing me back. I do not want to disturb your vacation. Please reach back out to me via email when you return from vacation later this month and we will set up a time to connect and discuss your concerns with Eagle Point. Best regards, Hutch ******* Director, Customer Advocacy

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I attended a time share presentation in Key West on April 1, 2022, after which we executed a Access Program Purchase Agreement (Agreement # XXX-XXXXX) and paid $1094.00. This allowed us to stay at one of the Hyatt Residence Club properties in Key West again, attend another time share presentation, and consider again whether we wanted to join the Hyatt Residence Club program. The "Termination" section of this agreement allowed us to cancel the agreement and receive a full refund if we either provide notice of termination via fax or mail at anytime prior to the 10th calendar day following the agreement. On April 9, 2022 (i.e., 8 days following execution of the agreement), my wife and I decided to terminate the agreement and we attempted to fax notice of termination on this day. Unfortunately, the fax number provided in the agreement did not work. As a result, we mailed our notice of termination. Additionally, we spoke with Emmanuel from Hyatt Residence Club on April 11, 2022 (i.e., 10 days following execution of the agreement) to make him aware of the fax issue and to let him know the notice we sent via mail was on its way. In late April, we spoke with someone in the Hyatt Residence Club Key West sales office. They said our conversation with Emmanuel on April 11, 2022, was noted on our account, but that they did not receive the notice of termination we sent via mail. They indicated they would need to check with management to see if a refund could be issued. We still have not received a response. All we are looking for is a refund. We'd also recommend Hyatt Residence Club update the terms of its agreements so as to ensure individuals looking to terminate can do so as prescribed in the agreement.

  Business response

  06/17/2022

  Business Response /* (1000, 5, 2022/05/19) */ Ray *********, Director of Customer Advocacy, has been in contact with Mr. ****** and will work with him directly to resolve this matter. If Mr. ****** has any additional questions or concerns he is encouraged to contact Ray directly.

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are requesting to formalize a document reflecting confirmation that our timeshare contract has been canceled or not. This request is being made after not receiving any notices or correspondences from the company. We have filed complaints with the FTC, Attorney General and now BBB and are still getting neglected. We need to know the status of our account. Contract *********

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/05/03) */ Carla S****, Director of Customer Advocacy, has responded to Mrs. ******** several times. Attached is a copy of Carla's letter to Mrs. ******** dated 5.14.21 wherein the option to deed back her ownership interest is discussed. According to our systems Mrs. ******** is no longer an owner of record for the ownership interest in question.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 2, 2021, we purchased an extension to our Hyatt time share called Portfolio. We get points each year on our account on the week that matches the week we purchased. We pay our maintenance every year Due by first week of Jan. Portfolio is a new area that we can move our points into, from our original Hyatt account, to have better access to use points and to avoid losing unused points for the given year. They sold us a few hundred points for Thousands of dollars. We were sold the points with the instruction to go into our account as soon as our points are put in and there will be an ability to transfer all our points to this Portfolio account. We received points this week and I have tried to move these points and it will not let me move them until I pay my maintenance in advance for 2023. They state I only have until April to move them, and if I don't pay for 2023 in advance I can't move them. Then I can only use them the old way. We were not told we need to pay in advance. We were told specifically that we need to make sure we go into our account and make sure to move them as soon as they are given. We asked if there were any further costs, that we didn't like surprises, and they said that our purchase amount was our only cost. Lying by omission is still lying! We were sold a bill of goods and they should not get away with these tactics. Imagine doing this to an owner of over 20 years. This kind of abuse should not be allowed. And the gouging is irreprehensible. Convenient how they said we need to do this immediately when we receive our points("NOT NOW BUT NEXT YEAR") so we wouldn't know until our points deposit 7 months later and of course well outside the rescission period for condo/timeshare purchase. Also, so cleaver to set up appt with us for more explanation and never actually call us for those set up appointments. Cleaver, outside rescission period. If we can't use this as sold we need refund and report to State of Florida!

  Business response

  04/19/2022

  Business Response /* (1000, 5, 2022/03/09) */ It is true that in order to elect a future year, in this case 2023, legacy week to Hyatt Club Points owners must first pay their 2023 maintenance fees. This is because via the elections process Mr. ******* will be giving up his 7 day, 7 night stay at his home resort by depositing it into the internal exchange program. Before that can happen, we must ensure that the Conodminium Ownership Association at Mr. *******'s home resort is made whole in terms of association dues as another owners will be trading into his home resort week. Unfortunately, we are unable to circumvent this reservation procedure. This information was provided to Mr. ******* in the governing documents for the Hyatt Portfolio Club program. Consumer Response /* (3000, 7, 2022/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am MRS. Which shows that Hyatt just sent a standard response. And made no effort5 to research who we are. And no effort to look into the situation. Which in itself is completely disrespectful to long time owners who have always been in good standing. First of all we are not depositing into Interval we are moving into Portfolio(as told to us). That is a Hyatt program. That program was initiated by Hyatt in one of the efforts to alleviate the loss of points in their program that is inevitable at the end of each year of use. A program that I am sure was a product of the many complaints from owners that they shouldn't be losing points they had paid for. Hiding behind written paperwork, should not be an excuse for omitting a VERY important part of the explanation of this product that they sell for thousands of dollars(for minimum points). Especially, when asked directly, "What other costs are there?" and statement of "I don't like surprises". This was a very poor way to treat an owner of 20 years. It has always been the policy of Hyatt that you only need to pay in advance if you use the points for the following year. So this response is incorrect. The sales tactics were unacceptable. Hiding behind a 30+ page contract does not negate the job of the sales team to give ALL pertinent information to the client/owner. Especially, when specifically asked the question. Otherwise, it should be their responsibility to read the whole contract to you. And avoiding an appointment with the owner to ask questions is also an issue. I have called Hyatt on numerous occasions, none of the agents I spoke to knew how this worked, and I was told it was probably trying to charge me in advance because I wasn't at my paid week yet. I called after my week points were added and was told I actually need to pay in advance(2023) to move the points into Portfolio, by April 2, I had just paid for 2022 end of year, and this would be a burden at this time, whereas if I knew in advance I would have been prepared for. She couldn't help and told me she was part of the customer relations/reservation team and that there is no phone number to call for help and that I can only write If I have an issue and she couldn't have anyone call me. Unbelievable. In this very turbulent world, it still amazes me of the inability of people/businesses to do the right thing. And to value its long standing customers. I have yet to be reached out to by Hyatt, a company we have always been extremely happy with. Unfortunate. We feel we were lied to by omission. We should be given a refund, if we can not use the program as it was sold to us. Business Response /* (4000, 9, 2022/03/21) */ We apologize to Mrs. ******* for her continued disappointment. As an ethical organization we are obligated to following the reservation rules consistently for all Hyatt Residence Club members. Unfortunately, the reservation rules do require members to prepay their maintenance fee if they wish to elect next years ownership interest to Portfolio Club Points. Unfortunately, we are unable to honor Mrs. *******'s request to deviate from the reservation rules that are in place to ensure the long-term success of the Hyatt Residence Club program.

*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. ↩