Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel stay through Club1Hotels with confirmation on 4/3/24 for stay from 8/14/24-8/20/24. When I arrived to my hotel which was located in another country, I was told that the booking had been cancelled on 7/30/24. I did not request cancellation. Furthermore, the reservation was nonrefundable to begin with so I could not have done so. When I contacted Club1Hotels while abroad, they did agree to refunding me the original booking amount (I have screenshots of text conversation) however have still not done so. I have returned from my trip and contacted them once more, but still have not responded to my refund request.

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 6, 2024, I booked a hotel reservation with Club1 Hotels for $1282.96. The reservation could be cancelled with a full refund before July 4, 2024. The reservation was cancelled on June 25, 2024. On June 25, 2024, I received an email reply that my cancellation had been received and the refund would occur within 15 business days. I have sent emails and text messages but no response from Club1 Hotels. I Reviewed my account online on August 6, 2024, and it indicated that my reservation status was cancelled, and payment refunded. However, it is now August 15, 2024, and no refund has been received.

• Initial Complaint

  Date:08/06/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have unsubscribed nearly every email, replied to emails asking for them to stop contacting me but I still get constant emails from this company. This has been going on for years and will not stop.

• Initial Complaint

  Date:08/02/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a reservation made for 05/17-05/20 via Affirm payment app The reservation was canceled in the appropriate time and yet Club 1 has not received a refund I contacted Club 1 and The Chicago Hotel Collection River North the hotel where I was to stay, with no resolve, everyone is telling me that Affirm needs to contact them, per Affirm they have contacted them ********* stated that I need to contact the third party great room, but yet has not provided me with that information I would just like Club 1 Hotel to refund the money back to Affirm, so that it doesn't count against my credit, I don't feel as if I should have to pay for a hotel stay that I didn't stay in and cancelled in the appropriate time per the hotel policy

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 1 I booked a hotel reservation for $4578.93 that could be cancelled with a full refund before December. A month later on April 5 I successfully cancelled the reservation and received an automated email from Club1 that the refund would occur within 15 days. Its now July ********************************************************************************** replies to the customer service calls, texts and emails.

  Customer Answer

  Date: 07/29/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. After 4 months I was finally refunded this weekend so my complaint can be closed. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No response or refund issued for duplicate charges, for over 2 months. No return phone calls from voice mails left, texts or numerous emails sent for status. And no confirmation from credit card company that the refund was issued. Have been requesting receipts with no reponse.

• Initial Complaint

  Date:05/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental car reservation with **** through Club1Hotels. Upon arriving at **** on March 8, 2024, I was told I didn't have the correct documents to receive the rental. I went home and got the proper documents and when I returned the business was closed. I called **** and they stated I could bring my car registration and that would be sufficient to receive the rental on March 9, at 9AM. Upon arriving at **** on March 9, 2024 at 9AM, ******** stated that she could not use the car registration as documentation and I could not receive the rental. I immediately contacted club1hotels regarding this issue and called **** customer service. ********************** stated there was nothing they could do regarding the issues. **** stated that the would cancel the reservation and refund my payment. I contacted club1hotels and they stated that if **** was providing a refund then they would also issue a refund due to the poor treatment we received by ******** at ****. Club1hotels was very rude and disrespectful as to the issues we were encountering at ****. I would like a full refund of the payment I made to club1hotels for the rental at **** as I did not cancel the reservation nor was I a no show. I was at **** 3 times 2 on March 8 2024 and 1 time on March 9. Two times I was refused service and 1 tome they were closed at 5pm. I want a full refund. I made an initial payment on March 4,2024, and the remaining balance I've been making monthly payments.

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  17 July 2023, I made a hotel reservation thru Club1 Hotels ($612.11), at ******************, **********, ** (Reservation *****). The hotel provided a courtesy refund for poor accomodations; no a/c on hot & humid week. The refund was returned through the vertual credit card provided to them by Club1. Club1 made no refund to my credit card. Several tempts to reach club one resulted in no answers. I filed a complaint with my credit card for $217.96, under the belief the hotel refunded only one day at their rate. 22 August , **** processed my dispute. 27 August Club1 charged my card again for $612.11 claiming I filed a full amount dispute. September, while attempting speak with someone regarding the August charge, Club1 emailed saying ****** Beach was to make a check refund, and I'd have to speak with them. 27 September, the ****** Beach manager, *******, informed me the refund was returned through vertual card issued by Expedia. 10 October I was able to speak with Expedia, whom later communicated with Club1. 2p.m. 19 October, Hotel1 confirmed, via email, that I was due a refund of $532.27, for the July reservation. I informed them I had been also charged again on 27 Aug and was due a full refund for that as well. I also informed them that my **** card credited my $219.96 based on my complaint for July; thus Club1 actually owed my a total of $926.42 ($324.32 for July and $612.11 for August). Each time I contacted Club1 via text, the promised a refund would post in 2-3 business days. Each time a week past. The stated account services would contact me, but that didn't occur. I filed another charge complaint with my **** company for the August charge, but cannot recoup the $324.32 for the July refund because that case already closed.I have never been able to verbally speak with anyone from Club1, as no one ever answers the phone *************) and only a voicemail message can be left; but no one calls back.

• Initial Complaint

  Date:08/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have repeatedly asked this company to permanently remove my private and personal information and to stop sending me marketing emails. They simply refuse. They initially claimed to have removed or deleted me, which was a lie.Now they won't even respond to my emails anymore. I have threatened to get legal action involved if it comes to that. But all I am asking for is for the company to honor their privacy policy, which they obviously and apparently seem to ignore. All I am asking for is an owner or leadership member from this company to contact me and then remove me from their database and marketing database.

  Business Response

  Date: 08/29/2023

  Hi *****, I can assure your email ****************** has been removed and deleted from our email marketing per your request on Sat, Jul 1, 2023, 3:12 PM. If you are still receiving emails please make sure you did not register multiple times with different emails. Please contact ***************************************** if you are having any issues.

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20473587
  
  I am rejecting this response because: ************ on the surface appears to be all polite and such with their response, but this is not how the company behaves in reality. I repeatedly sent emails to their mentioned email address. They do not respond. I asked for the owner or member of their leadership team to contact me and get this resolved with finality. That never happened. I should never have needed the BBB to intervene in this mess. I specifically requested years ago to delete me from their database. I am not even a customer or member of any of this company's partner networks anymore, so I am not even likely their target audience anymore. The company claimed to have deleted me years ago. So why are they once again spamming me with their marketing junk email? I am clearly not ever darkening their doorway now or in the future. So I am not sure why they continue to antagonize a consumer when all I asked is to be completely deleted from their records. I only used one email address to communicate with them, so this shouldn't be too difficult but it seems they are making it more complicated than need be. Now the company says they "deleted my email address" on July 1. So the first "deletion" was an admission of a lie. I want my name, address, phone number, email, and any PII association with my name, address, etc. removed from their records permanently and I would like a confirmation this is done. The company's original half-baked response is not acceptable, and they also never respond via their stated email contact address anyway. Thank you.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/31/2023

  Hello ******,
  
  I hope this message finds you well. I wanted to take a moment to jog your memory regarding your association with Club 1 Hotels. You became a part of our community through a complimentary invitation extended to you when you were a member of ClubCorp back on October 8th, 2016. Subsequently, you made a reservation on June 3rd, 2019, for a stay at the ******* Texan Resort scheduled for July 7th, 2019.
  
  In response to your previous request, I'd like to confirm that your email address has been successfully removed from our e-newsletter distribution list. Over the course of this week, our team has sent out three email newsletters to all our members who have opted in. Could you kindly verify if you are no longer receiving these emails?
  
  Furthermore, I am excited to extend an invitation for you to consider rejoining Club 1 Hotels. Since your membership in 2019, we have expanded our offerings significantly. By creating a free account using the following link, you can now take advantage of earning 3X ClubONE Points for every hotel or car rental booking: [**************************************]
  
  Thank you for your time, and we look forward to potentially welcoming you back to the Club 1 Hotels community.
  
  Best regards,
  Member Services
  

  Customer Answer

  Date: 08/31/2023

   
  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. I have not received any marketing emails this week, and I am definitely not interested in any of their offerings. Thank you.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20473587
  
  I am rejecting this response because: This is the email I received from the 'seller'. They basically lied to me and the BBB by claiming they removed me from their contact list. They did nothing of the sort and then claim ignorance. Please see the email thread below I received from them. I would like my case updated and/or re-opened if possible. My acceptance at the time was based on a ******************** of the truth. I have also asked that a member of their senior management reach out to me and again they ignore it. This company is definitely in full deservance of an F rating.

  
  

  
  

  
  

  
  

  ------------------------------------------------------------------------------------------------------------
  

  
  

  Hello *****,

   

  We definitely show you as successfully unsubscribed in our third party e-mail providers. We have escalated this issue to senior management to investigate how this could happen.

   

  We apologize for the unpleasant experience.

   

  Member Services

  Club1Hotels, LLC.

  166 Superior Street

  *******, ******** 60611

  Text: ************

  Email: *****************************************

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

  Business Response

  Date: 09/12/2023

  We identified that the claimant had subscribed twice once via ClubCorp and once via our site which is why after he was unsubscribed he still received an email. The claimant has now had both of his registrations unsubscribed.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20473587
  
  I am rejecting this response because: I have asked this business to ********* completely from their records. The business continues to skirt around my request by simply saying I have been "unsubscribed". I want all personal identifiable information (PII) and sensitive personal information (SPI) deleted. I have also repeatedly asked this business for a member of their leadership team to contact me to no avail. I am not okay anymore with simply being "unsubscribed". This business is acting completely unprofessional, ignorant, and is totally incompetent and as I explained before they are well deserving of an F rating. Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/28/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,On 3/7/23, I purchased vacation package from Club1 Hotels for $2,281.23. Several other people in my family ended up coming with us and they all purchased their vacations from Club1 Hotels as well. Everyone in my family ended up paying around $1800 for standard room (2 double ***s) but me and my husband wanted a better room because we have 3 kids so we purchased one with king *** and bunk ***s for the kids. We ended up paying almost $500 dollars more which is what we agreed to at the beginning. At the check in, 4/18/23, I was told by the management of the hotel that travel company only reserved standard room for us and not the one with king *** and bunk ***s for the kids. I tried calling Club1 Hotels to investigate what is going on but i could not reach them via phone and the only option was to text them. I texted them and they were not able to help me at all and stated that I only paid for standard room. I questioned them about why did I pay almost $500 extra but they stopped texting me. After I came back from vacation I tried contacting them again to ask for partial refund without any success so I contacted by credit card and they gave me refund of $481.23. On 5/5/23 my credit card was charged again for $2,281.23 from Club1 Hotels. I contacted my credit card and that charge was removed just so that on 5/11/23 Club1 Hotels can charge me again $2,281.23 for 3rd time. I called credit card company again and they cancelled my old credit card. Several days later, 5/21/23, my father in law, who was also part of the vacation, called me and said that his credit card was also charged by Club1 Hotels for $2,281.23. Today, 6/28/23, my father who was also part of the vacation said that his card just got charged for $2,281.23 by Club1 Hotels. What this business is doing is illegal and they need to be responsible for their actions. I will submit the same report with Attorney General of *******.Thank You

  Business Response

  Date: 06/28/2023

  The customer received the exact room that they booked, which at no time included bunk beds as evidenced by the confirmation voucher. The customer advised us that she had assumed the room type she booked would have bunk beds. This was merely a poor assumption on her part as throughout the booking process there was never any mention of bunk beds or any type of extra beds. The customer filed multiple fraudulent chargebacks with her credit card company which we are pursuing through the appropriate legal channels. This customer has made fraudulent representations and has filed fraudulent chargebacks with her credit card issue.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20249028
  
  I am rejecting this response because:

  At the time of arrival to our resort in ******, I realized that good portion of choices that Club1 Hotels is offering for this resort is not accurate. One of the examples is Club1 Hotels was charging extra for ocean view compared to sea view. All the rooms at the resort are ocean view. Resort is in a shape of letter "C" and no rooms are facing sea at all. Another example is extra charge for balcony. My parents actually paid almost $100 extra for balcony just to find out that every room of the resort has balcony. My parents are not interested in persuing any charge backs for that $100 but this is just to shows you false advertising that is being done by Club1 Hotels. I did not receive what I paid for otherwise my charge would be around $1800 just like several other family members that traveled with me and received same rooms like I did. 

  I submitted a charge back with my bank for $481.23 which is only the difference between what I paid and what some of the other family members paid that received the same room that I did (see attachment). I did not ask for the whole amount back. I believe this is fair because I received a standard room and I should be charged standard price. 

  Club1 Hotels charged me twice after original charge for the full amount of $2,281.23 and not $481.23 that was refunded to me by my bank. What is even worse is that they charged my father in law and my father too, for the full amount, who have completely different credit cards. Those people have no relationship to this situation and no reason why Club1 Hotels should be allowed to charge other people. This is fraud and will be further looked into and investigated by all of our banks and most likely our lawyer if this situation does not resolve. 

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