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:03/26/2025

  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.

  I purchased a vacation package on Jan 13, 2025 for $698.00. I was told I had 90 days in which to cancel. I cancelled and was told on Feb 5, 2025 that my refund was approved and could take up to 30 days. It has been 50 days and still no refund. Plus, they never have anyone available to talk with me and no one ever calls me back as promised. And they have stopped answering my emails.

  Customer Answer

  Date: 03/30/2025

  Dear BBB:

  Following your email on March 26, 2025 that my complaint had been sent to the company, I received an email from the company on March 28, 2025 notifying me that my full refund had been issued. I confirmed this had been received through online banking. I consider my issue resolved. I thank you for issuing the complaint to them. Perhaps it was the impetus needed to finalize the refund.
  

• Initial Complaint

  Date:02/19/2025

  Type:Order 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.

  This complaint is regarding an unresolved issue with Alderwood Resort Management and Getaway Resorts, specifically, our unsuccessful attempts at timeshare membership termination. Despite numerous attempts through different communication channels to request termination, we've received no acknowledgment. We started with sending an email to two separate addresses. One was undeliverable, the other unresponsive. Our next step was a detailed letter, which unfortunately, was returned back to ***** the time of purchase, we were sold a dream of diverse travel options and quality customer support. However, our experience has been stressful booking procedures and an unsupportive Alderwood team. The dream quickly turned sour and weve been left feeling disillusioned and lacking with the services. Due to the lack of delivered promises and poor services, we are requesting immediate termination of our contract. We believe a partial refund is fair considering the circumstances.We kindly request your assistance and hope your involvement will help get Alderwood and Getaway Resorts to respond promptly to our concerns. Thank you

  Business Response

  Date: 02/19/2025

  Our records indicate that you signed an agreement with *** to utilize their travel options in lieu of your week/points through *********. I have attached all options available to you as a Highlands owner, as well as the point of contact for assistance with these matters. Please feel welcome to contact us with any further questions. 

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair 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.

  We have been owners since 2019. In that time, we have found it tremendously difficult to use our timeshare to take a vacation. When we call customer service, we are on hold for an extended period of time, only to be connected with someone who cant help us book anything that meets our needs. The Gray Card membership was supposed to give us extra benefits we never received. We called to cancel the Gray Card and were told it would be closed and refunded, but it never was. Its still on our account to this day. This membership has not been worth the time and money it has cost us just to take a small handful of vacations. Worst of all, even though we have paid our mortgage in full, GetAways will not let us cancel. We dont owe them any money, so why cant we just give it back? They are the most frustrating company we have ever had the displeasure of trying to work with.

  Business Response

  Date: 02/26/2025

  We regret to hear about your concerns, however our records indicate every reservation request made has resulted in booking, with the most recent being the last time you called in 2023. We want to ensure you are receiving the benefits you signed up for but we also understand that circumstances change. A manager will be emailing you shortly to discuss any options available and review your account in greater detail. 

  Customer Answer

  Date: 03/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** And ******* *********

• Initial Complaint

  Date:02/19/2025

  Type:Order 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.

  We originally bought a timeshare with Sapphire/Starpoint/Getaways (as far as we can tell, these are all the same entity) in December 2022. We struggled to book any vacations with it because their availability was extremely limited. We called to address this issue and wound up on a conference call with a representative named ***. She informed us that we only owned a "starter package" and that we would need to upgrade to get the "second half" of the ownership. We were NOT told we were buying a starter package in December 2022; we were told it was a full membership. *** told us the upgrade would only increase our monthly loan payment by $20, but it actually increased it by $75. She also said we would receive a complimentary vacation with free airfare, but when we called to book it, we were informed that airfare was not complimentary after all. We believe that there was no need to upgrade to a "full ownership." Now that we have upgraded, nothing about the membership has changed. It is still extremely difficult to use, and there is still nothing available when we try to book. It seems to us that *** told us a fabrication to get us to buy an upgrade we didn't need. We emailed GetAways on 8/28/2024 asking them to review that conference call, but they refused. We believe that if they review the call, they will hear *** deceiving us with misinformation about the upgrade, and if so, they should cancel the contract and give us our money back.

  Business Response

  Date: 02/20/2025

  Our records indicate that every effort has been made to assist you, including a complimentary stay and extension of your credits due to the time lost while you refused assistance. All pertinent information was provided to you at the time of sale including your Truth in ******* which breaks down the lender agreements in its entirety. Docusign timestamped and verified receipt at the time of sale to ensure all documentation was provided to you. To date there hasn't been a single noted attempt to utilize your benefits, and we encourage you to contact us for further assistance. A manager will follow up with you to ensure you have a point of contact to take advantage of your membership and the resolution we've offered.

• Initial Complaint

  Date:01/06/2025

  Type:Order 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.

  April of 2019 we met with Getaways Resort Management LLC. We paid between $4500 to $5000 up to now. We were led to believe it would be simple to use and could be used any time. Its too difficult for both of us to get time off with their calendar and our schedules. The amount of the maintenance fee keeps going up, yet we have always paid it. We have contacted the company to be released from the ********* contract, but were told it's not possible and we're stuck until the age of 99. We initially paid around $5000 just to join the system and have been paying just over $500 per year since to continue membership. We were told that once we signed up the vacations were pay as you go for what you book at substantially discounted rates and nothing of the annual dues were mentioned. We want to be released from our contract immediately. They've received enough of our money already with absolutely no benefit for us since we haven't booked even a single day of vacation through their system.

  Business Response

  Date: 01/23/2025

  After a thorough review of your account our records reflect no attempted bookings from the purchase year of 2019 through 2024. We did receive one call on January 24, 2024, and our *************** agent went over booking options with you.

  We strive to ensure that all members receive the benefits they signed up for. A manager will reach out to you shortly utilizing the email provided to discuss any options that may be available and set up further correspondence. We look forward to working with you and achieving an amicable resolution! 

• Initial Complaint

  Date:12/23/2024

  Type:Order 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.

  On March ******* I purchase a timeshare with Sapphire Resorts under false pretenses. I am filing a complaint against Sapphire Resorts regarding their deceptive practices and failure to uphold their contractual obligations. When I initially purchased the timeshare, I was assured that the maintenance fees would remain consistent. However, the fees have increased annually, which was not disclosed at the time of purchase.Despite numerous attempts, I have been unable to book a stay at the resort due to lack of availability. This ongoing issue has caused significant frustration and inconvenience. I feel that I have been mislead and taken advantage of by Sapphire Resorts and want to prevent other consumers from experiencing similar problems.

  Customer Answer

  Date: 12/20/2024

  Im complaining against GetAways Resort Management, LLC

  Business Response

  Date: 01/23/2025

  We regret to hear about your concerns with your Sapphire Resorts membership. A manager will reach out to you shortly using the email address provided to discuss any available options and provide further correspondence. We look forward to working with you to achieve an amicable resolution! 

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22711693
  
  I am rejecting this response because:

  Hello, 
  I am rejecting the options that you have provided. Upon looking at my contract, being that it is paid in full, I am eligible to cancel my obligations without any additional fees or penalties. So therefore, I will still like to cancel my already paid in full policy. 
  
  Sincerely,
  
  Tyichia *****

  Business Response

  Date: 01/31/2025

  Your contract was signed on March 19, 2023, with a term of 45 years. You may do a private sale and/or gift to a friend or family member, however there are no policies written within to unilaterally terminate your contract. Management has provided you with several options for your consideration, and we remain ready to assist you.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22711693
  
  I am rejecting this response because like I told ******* when he emailed me. The solutions you mentioned are ridiculous. You are trying to charge me $2000.00 to cancel my contract. Absolutely not! I was told by your representatives that if my loan is paid in full- which it is! That I am eligible to cancel my obligations. No one said that I would have to pay $2000 to get out of this contract which is absurd. I would like for my contract to be canceled or voided. 
  
  Sincerely,
  
  Tyichia *****

  Business Response

  Date: 02/19/2025

  We have provided you with the options available, and remain ready and able to provide you with the services purchased. 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22711693
  

  I have been speaking with ******* and we are in talks of a resolution. I will accept the resolution once everything is finalized. 
  
  I am rejecting this response because:
  
  Sincerely,
  
  Tyichia *****

• Initial Complaint

  Date:12/18/2024

  Type:Order 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.

  3/8/2023 signed the contract. During the presentation, there was no mention of the rising costs of the maintenance fee, there was no mention of the additional cost to select other options for vacations ($299), it was suggested that I could travel anywhere (only to find out that most of their resorts were on the west coast, they kept me longer than the 1 hour that they promised, and when I contacted them to cancel my membership, they did not respond. I am 68 years old and not comfortable to travel by myself, or to try to cancel my membership by myself. I have contacted **************************** to assist me in canceling my membership. I hope that you will be able to find a resolution. Thank you PS - Each of the forms I have from them have different acct, contract or membership numbers; please contact me if you need more info. Also, $510 is due for 2025.

  Business Response

  Date: 12/20/2024

  Thank you for alerting us to your concerns. We regret you are requesting to cancel your membership. We believe if you would give our services a chance you will find they are a great way to vacation. Thousands of resorts are available through our system and that of our exchange partner ***. You were informed about maintenance fees and available rentals in the Club documents and disclosures. We will review your account, and a manager will contact you with our findings. Thank you.

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22701658
  
  I am rejecting this response because:  I want to cancel this membership; not continue to pay the maintenance fees for something that I am not going to use. I am now required to pay an additional $510 for the year of 2025.  I want this to stop.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/23/2025

  A manager has contacted you with options and assistance. We look forward to working with you and settling this matter. 

  Customer Answer

  Date: 01/27/2025

   
  Better Business Bureau:
  
  RE:  Cancellation - ******* ******- complaint #********
  
  Hello, perhaps I misspoke re: the refund from the $510 Maintenance Fee.  Please disregard this suggestion; I will just be happy to be rid of this obligation.
  
  Thank  you, ******* ******

   

• Initial Complaint

  Date:12/17/2024

  Type:Order 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.

  We need help getting something resolved with Sapphire Resorts as they are not willing to work with us on this matter. We have offered to pay the remainder of our financial obligation to their company but need their cooperation in releasing us from this membership. They have not fulfilled their end of the agreement and we are willing to let that go and pay the remainder of our loan to get this matter resolved. Please help us resolve this matter with Sapphire. ***** and ****** *.

  Business Response

  Date: 12/18/2024

  Thank you for alerting us to this situation. We will review your account, and a manager will contact you to discuss our findings. Hopefully we can resolve this matter to the satisfaction of both parties. We definitely would like to know the specifics of your complaint before concluding our review before making any decisions on your obligations. Thank you.

• Initial Complaint

  Date:12/13/2024

  Type:Order 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.

  My wife and I purchased a triannual timeshare membership from GetAways Resorts (aka Sapphire Resorts) in December 2023. The membership was sold to us during a presentation in which the salesman grossly misrepresented the usability of the timeshare. He falsely stated that the membership would allow us to flexibly vacation anytime we wanted within a huge network of luxury resorts. However, after a year of ownership, we have found again and again that we have insufficient points for virtually every resort. Or if we do have enough points, there is no availability. The salesman said we could easily book extended weekends, but we have not been able to book even a one-day vacation. Between the down payment, the monthly mortgage payments, and the annual HOA fees, we are paying a premium price for a service that does absolutely nothing. Theres no other way to look at it: this is a scam. We want GetAways to undo the transaction and give us our money back.

  Business Response

  Date: 12/18/2024

  Thank you for taking the time to alert us to your concerns. We will thoroughly review your account, and a manager will contact you with our findings. We regret the misunderstanding that seems to have occurred with your member benefits, and we will go over them in detail. Hopefully, we can resolve this matter to your satisfaction. Thank you.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22680273
  
  I am rejecting this response because:

  I dont want to talk to anyone about how to use your benefits. I want a refund or cancellation of account 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/18/2024

  We regret to inform you that we will not cancel your contract without discussing the specifics of your complaint. Please contact member services. Thank you have a nice day.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22680273
  
  I am rejecting this response because:
  Your sales team lied to us and misinformation was given to us about all of your fees and the use of the timeshares. We just want out of this situation 
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/27/2024

  Type:Order 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 am writing to file a complaint against the GetAways Resort Management/*************** regarding a serious issue with our membership at Highlands at ***********. We have previously attempted to contact the *************** to address our concerns but have not received any response. We were assured it would grant us flexibility to stay anywhere in the world at any time, but this was a lie. We were told that this was a valuable investment, another lie. We were not informed that it does not have an expiration date, a detail that would have deterred us from making the purchase had it been disclosed. Also, we have discovered that non-members are allowed to use the services, which makes no sense at all. If that were the case from the beginning, there would be no need for exclusive membership. We are facing severe financial challenges due to job layoffs, making the financial burden of this membership unsustainable.We need to relinquish our membership back to Highlands at ***********. We also seek reimbursement for the full purchase amount, given the lies told, and the lack of usage.

  Business Response

  Date: 12/11/2024

  Thank you for alerting us to your concerns. We regret you are not satisfied with your purchase. A manager will review your experiences and be in contact with you shortly to discuss our findings. A couple of things that stand out in your complaint. Anytime anywhere does not exist in the hospitality business. the information you received clearly state that accommodations are available on a first come first served basis and are subject to seasonal demands and other factors. Nonmembers may not use club inventory unless it is projected to go unused. We remain ready, willing and able to provide you with vacations for years to come. Thank you. 

  Customer Answer

  Date: 12/12/2024

  there has been no correspondence from them but on December 11, 2024,Getaways Resort just made 2 withdrawals from my checking account, one for $69.00 and the other for $510.57 - I'm not aware of what the $69.00 is for - the $510.57 is their annual membership fee

  Customer Answer

  Date: 12/27/2024

  please re-open my case as additional time is needed due to the holidays. I am still waiting for the manager's response and are rejecting their initial responce due to the issue being unresolved at this time. thanks

  Business Response

  Date: 01/22/2025

  We regret to hear about your concerns, and a manager will contact you to provide assistance and an amicable resolution. Our records indicate that you have a contract with Highlands-*** as well as Sapphire Resorts. We look forward to assisting you and ensuring you receive the benefits you signed up for.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22611708
  

      We appreciate the information provided to us regarding the ability to terminate our timeshare, I find the proposed fees to be unreasonably high and inconsistent with the document provided in your response to us. I am hoping that we can adjust the conditions presented for the termination of our membership.
  
      Your paperwork outlines an administration fee of $1,500. However, you requested that we pay $2,000 for the exit fee, along with ongoing maintenance fees. This is a discrepancy and we wanted to get clarification before proceeding. After assessing our circumstances, we believe a fair resolution would be to pay a total amount of $2,010.57. This amount includes $510.57 for the 2024 maintenance fees and the $1,500 termination administration fee stated in your documentation.  
  
      Please consider this compromise as a reasonable solution to terminate this agreement amicably. Our goal is to resolve this matter, without further escalation. Please let us know your decision regarding this offer at your earliest convenience.
  
  Thanks,
  
  ******* and ***** *********
  

  Business Response

  Date: 02/19/2025

  We apologize for the mix-up and agree with your requested resolution. If you would like to move forward please notify the BBB and we will have copies of the release agreement sent to your email and standard postal within the next 5-7 business days. A manager will also be sending a follow up email to ensure you have a point of contact with any questions you may have.