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Complaint Details
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Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have tried to get out of my timeshare with Club de Soleil because me and my husband can no longer afford to pay the $600 annual maintenance fee and can no longer drive to ******** to use our timeshare on odd years. I asked exit options but an employee of the company said they dont have that option. Me and my husband are both retired and is on a fixed income now.Business response
07/12/2024
Please see attached response by Soleil Management for Complaint # ********, Thank youInitial Complaint
01/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We are staying at Club do H3632**323231373737H, we paid in advance the amount of $2,509.24 to stay from 12/19/2023 until 1/16/2024. We requested the cleaning of the room and they answered us that they don&#**;t have time and that they are very slow, but the problem is that they don&#**;t have enough staff and they don&#**;t do the cleaning every week as it should be, actually we continue with the cleaning problem, the housekeeping manager scheduled us for this Friday 1/4/2024 waiting for them to clean the room as we were promised. Translated by H363137**3238313831H 1/4/2024Business response
01/17/2024
Please see attached Soleil Management response to Complaint # ********, Thank youCustomer response
01/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************** *****Business response
03/25/2024
Please see attached Soleil Management Response to Consumer Complaint ********, Thank youCustomer response
03/27/2024
Complaint: 21096630
I am rejecting this response because:Hello **** to let you know that I have not yet received the deposit of the 200 dollars that I have not been refunded.
Greetings and have a nice day*************************** *****
12:24 PM (0 minutes ago)tome************* para comunicarte que an no he recibido el depsito de los 200 dlares que no me han devueltoSaludos y que tengas un buen daEnviado desde mi ****** de *************************************************** style="color: rgb(34, 34, 34); font-size: small; font-family: Arial, Helvetica, sans-serif;">Sincerely,
*************************** *****Business response
04/02/2024
Please see attached response to Complaint #********, Thank youInitial Complaint
12/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Dear Better Business Bureau,I am writing to express my deep concern and seek your assistance in a matter of utmost urgency regarding our experience with Club de Soleil. My husband was recently diagnosed with stage 4 pancreatic and liver cancer, and the prognosis indicates a life expectancy of no more than six months.I want to bring to your attention that we have previously communicated, via several emails, the extensive health issues both my husband and I are facing. Due to these health challenges, we find ourselves in the unfortunate position of being unable to use the timeshare owned through Club de Soleil. Despite clearly communicating our situation, we are now facing a demand for approximately $4000 for a timeshare that has remained unused for several years.Given the gravity of my husband's health condition, we are anticipating significant medical bills in the near future. The financial strain associated with his diagnosis has left us in a vulnerable position, and we are unable to meet the financial obligations tied to the unused timeshare.I kindly request your intervention and assistance in facilitating the cancellation of our timeshare with Club de Soleil. This situation has persisted for far too long, and it is our hope that, under these exceptional circumstances, a resolution can be reached promptly.Your attention to this matter is greatly appreciated, and we trust that your involvement will bring about a fair and compassionate resolution. Thank you for your prompt assistance.Business response
12/18/2023
Please see attached Soleil Management's response to complaint ******, Thank youInitial Complaint
11/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I checked out Monday 11/6 after a stay with from Thursday - Monday. I booked the room through Booking.com in Aug and had to pay a non refundable $395.14 up front. Then I was supposed to only owe $44.80 in resort fees upon checking in. I just checked my bank statement and it shows I was charged $94.92 instead of the $44.80 I was told at booking and it shown in my booking confirmation. The lady at the front desk when I checked in even said I owed $44.80. So I want to know ASAP what this extra $50.12 charge is.The last thing I should be is overcharged given I needed to do work during my stay & couldnt because my room had 0 cell service & the WiFi didnt work in the room.On top of that I noticed the first night my toilet didnt flush properly. I reported that to the front desk first thing the next morning, along with my WiFi issues, and the lady said she would have maintenance come. Fast forward over an hour later and no one had come yet. I had to ask a different person at the front desk about getting the toilet fixed before someone actually came. So overall, theres NO reason I should be charged $50 more than the original $44.80 charge I was supposed to pay for resort fees given I didnt even have basic operating things in my room. I tried to call to settle this extra charge but sat on hold for 30 minutes with no answer. I emailed and didnt get a response either, so I called again and finally got an answer. The lady said management could only refund 1 night of resort fees and thats it. CLEARLY $44.80. NOT any $94.92 like I was charged. I wasnt asking for the total to be refunded. Im asking for the random extra $50.12 to be refunded to reflect $44.80. Even during check I was told I owe that, which I of course knew about from my confirmation email.I was given a number to management that goes straight to a recording that says the office is closed and their hours are 8am - 8pm Monday through Friday, yet its 5:50pm on a Thursday.Business response
11/27/2023
Please see attached Soleil Management response to complaint # ********, Thank you.Customer response
12/01/2023
Complaint: 20851513
I am rejecting this response because:I already sent over to BBB the total I was supposed to pay at the property for fees AND I sent that over to the propertys email, as well, with NO response from them. I really enrages me with their little response saying Im claiming I was overcharged $50.12. NO I WAS overcharged that. Also, their response is WRONG in total. I was charged $395.14 by booking.com not $295.27 like they sent to you. If they would look at the screenshots of sent them from my confirmation email they could see clearly the total i was charged and was I was supposed to pay on property at check in. Clearly in the screenshots of what I was to pay at the property was $44.80 not *****. AKA the extra $50.12. Now, they did refund me one night of my resort fees before I ever contacted BBB, so they now still owe me $26.39 before my total reflects what I was told in my confirmation email. Until they refund me the full amount to reflect the $44.80 I was supposed to be charged, I will NOT accept anything they say. If the room actually had the working amenities they claimed to have, when I booked, I honestly wouldnt mind eating the extra $50 I was charged, but the room didnt have working WiFi or a toilet that worked, which I had to ask TWICE to get fixed. So I am still owed $26.39 since after their one night of resorts fees refunded, even though the only fees I was supposed to be charged at check in was $44.80 which is the exact amount the front desk working told me and of course I already knew that from my email when i booked with them. If the front desk worker would have mentioned this $94.12 I would have brought it up right then and there and showed the email who what I was supposed to be charged. So their system clearly showed I was only to be charged $44.80 for her to also tell me that number at check in. I even read a review online for this hotel from someone saying they asked what resort fees were because it was their first time in Vegas and the front desk worker waived their resorts fees since it was their first visit. So that review alone shows they can refund my money that they did in fact over charge me. This is becoming so annoying.
Sincerely,
*******************Business response
12/11/2023
Please see attached response to Complaint # ********, also attached is invoice from Expedia, showing what Consumer paid. Thank youInitial Complaint
06/01/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
We are asking ********* de Soleil please take back the ownership so that another family can enjoy it. We are now 75 and 79 years old and because of multiple surgeries and a bout of cancer,medically and financially we just can not afford the ownership anymore. We have spoke to our remaining family and non of them want the ownership because of similar issues. We are asking Club de Soleil to please take back these ownership's based on our health,age and financial hardships. The raising costs of our medical expenses and living on a fixed income has drained our resources. We also have to deal with the raising costs of your fees in which has come to a point where we can not afford them anymore. We are willing to give back the ownership free and clear with no financial obligations.Business response
06/02/2023
Good Morning, please see attached response to complaint by ****************************** ********, thank youInitial Complaint
06/01/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I will no longer be able to afford to pay for the timeshare and I am requesting a hardship/deed-back from their company. I have acquired some new responsibilities that dwarf the timeshare in importance. My mother, *****, has Alzheimer's Disease and since she can no longer care for herself, I am now the sole provider and caretaker for her. She has had multiple injuries when she was by herself and to protect mom from hurting herself, she now lives with my husband and I.I have included with this letter, documentation from my mothers physician with ************************* which outlines her diagnosis in July of 2020, along with the list of nearly 20 medications that she takes. Without me being there for her, my mother is unable to follow her medical instructions or take her medicine when instructed to. I have also included a letter from *********************** stating that my mother cannot travel or be left by herself. Since she cannot be left alone, that has created a great financial hardship.My husband isn't working since being laid-off and so all of the bills have fallen on myself. He collects ******** but that pays for very little. I have owned this timeshare for 14 years now and we are truly hoping ********* de Soleil will help us by taking back the timeshare. That would eliminate some of the burden that has befallen us. In the 14 years I have owned the timeshare, it has been used by me maybe twice but unfortunately, we will never be able to go again. With your help, we may be able to get some semblance of normalcy back. A deed-back/hardship would be a God-send! Thank you for helping us when we need it the most!Business response
06/14/2023
Please see attached response to Complaint # ******** from Soleil Management, Thank youCustomer response
06/26/2023
Complaint: 20099775
I am rejecting this response because: The letter states I should contact the original developer, but the developer filed for bankruptcy. If they would forward the request to the developer or its current representative for adequate response, I would greatly appreciate it.
Sincerely,
***************************Business response
06/28/2023
Good Afternoon, please see attached response to Rebuttal Complaint ********, Thank you!Initial Complaint
03/15/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
To whom it may concern,We are asking ********* de Soleil please take back the ownership so that another family can enjoy it. We are now 75 and 79 years old and because of multiple surgeries and a bout of cancer,medically and financially we just can not afford the ownership anymore. We have spoke to our remaining family and non of them want the ownership because of similar issues.We are asking Club de Soleil to please take back these ownership's based on our health,age and financial hardships. The raising costs of our medical expenses and living on a fixed income has drained our resources. We also have to deal with the raising costs of fees in which has come to a point where we can not afford them anymore. We are willing to give back the ownership free and clear with no financial obligations.Please again, we need your help and ask that you please take back the ownership.(We have previously reached out to the resort and they denied our request. We are in hopes that receiving help via BBB will help us accomplish our goal of a diminished contract with them. Thank you for your time and we are open to any guidance in this case. Thank you again so much. -Sincerely, The *******)Business response
03/28/2023
Please see attached response from Soleil Management with regards to the ****** ******** complaint, Thank youInitial Complaint
11/09/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On May 3, 2022 I deposited my owner week for the floating use year covering July 1, 2021 through June 30, 2022. I readily acknowledge this was a "late deposit" by 1-2 days. Club de Soleil (CdS) proceeded to deposit a week with ********************** (II) from December 2020, instead of May 2022 when I called, thus denying me at least 17 months of time I should have received to book a future vacation. I called CdS on multiple occasions, and in each instance they simply stated it was an II issue and there was nothing they could do about it. After a few months of effort working with II, it is clear CdS was dishonest with me (a 17-year owner in their resort) and that they were the sole cause of the problem (by making a bulk deposit of a long ago past week). CdS thus created the inability to book a week for a year for which I paid maintenance fees; I was not given what I paid for (and was owed to me). In three separate calls with II, including the last with a customer service manager, this was reiterated in every call, I should have had two years to use my week on a prospective basis!Given CdS did not award me a week within the period July 1, 2021 to June 30, 2022 as required, they should refund in full the maintenance fees I paid for that year. I am refusing to pay any additional maintenance fees for the year July 1, 2022 through June 30, 2023 until this matter is resolved, which has resulted in numerous (daily) harassing calls by them to collect on the past due fees, even thought I explained to multiple team members the situation, and the delay in making additional payments.Business response
11/15/2022
Soleil Managements response attachedCustomer response
11/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and while most of it is inaccurate we did in a subsequent call find a resolution satisfactory to me. Thank you for your assistance in this matter.
Sincerely,
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