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:05/16/2025

  Type:Service or Repair 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.

  Since the inception of our ********* ownership, we have never had the opportunity to utilize the property. Despite our initial intentions, scheduling availability and logistical limitations have prevented us from making any use of the timeshare, which has made the ownership feel more burdensome than beneficial.From the very beginning of the sales process, we both felt an overwhelming amount of pressure to make a decision on the spot. The presentation created a high-pressure environment, where we felt rushed and unable to fully consider the long-term implications of the financial commitment we were making. In hindsight, we believe that the decision was not made freely or with adequate time to evaluate our options. We had no clue how expensive the true costs of this timeshare as they were not explained during the presentation.This situation has only been further compounded by the recent and joyful addition to our family, as we have just welcomed a new baby. As new parents, our financial priorities have shifted dramatically, and the ongoing costs associated with the timeshare have become an unsustainable burden. The financial strain this has caused is significant and has created a great deal of stress during what should be a time of celebration and stability for our growing family.

  Business Response

  Date: 05/23/2025

  Please see attached Response by ***************** for complaint ********, Thank you

• Initial Complaint

  Date:05/12/2025

  Type:Product 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 name is ****** ****** *** and I'm filling a complaint against Tahiti Village, owned by *****************. I am a timeshare owner who has been trying to exit my contract but cannot get a response from either company. I initially emailed ******************************************************** which I found on the contact us page of website. Despite this being listed as the contact email I never received a response. When I called to follow up, I was informed by a **** that email is not active. If this is true, why is it still on the web? This creates confusion for customers seeking assistance. The **** also stated that Tahiti Village does not take back timeshares, and my only options are to sell or gift it away, which are not feasible for me. Despite explaining my effort to resolve this, I have faced a lack of support. I am dealing with significant personal hardships. My wife passed away April 2024 from T-cell Leukemia. I am struggling with neuropathy, fibromyalgia, and the need for back surgery. These circumstances render me unable to use or keep the timeshare. I need assistance in canceling mu contract due to my issues with the ********* company. I am disappointed by the lack of response, the confusing contact information, and Tahiti Village's refusal to resolve this matter. I request BBB's intervention to prompt appropriate action from Tahiti Village.

  Business Response

  Date: 05/13/2025

  Please see attached by ***************** on Complaint ********, Thank you

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23317599
  
  I am rejecting this response because: 
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 05/17/2025

  Dear Better Business Bureau and *****************,
  I reject ******************* response to my complaint regarding the Tahiti Village Vacation Club. I find their response deeply disappointing, and I firmly request that they reconsider their position on my case.
  First and foremost, I am shocked and disheartened by *****************s refusal to assist me in relinquishing ownership of my timeshare. The refusal to offer a deed-back program is both unreasonable and unethical. Forcing owners to retain a timeshare indefinitely, particularly in cases like mine where circumstances have dramatically changed, is unjust. I must ask ***************** this simple question: How is it fair or legally acceptable to leave owners with no viable pathway to exit unless they are wiling to find a buyer? In that case, we are competing with your trained in-person sales ***** No one is going to buy a timeshare online when theres a massive multi-million dollar industry to compete with. 
  ***************** suggests I sell my timeshare on my own, yet they are well aware there is little to no resale market for timeshares. Compounding this issue is the fact that their in-person sales force undercuts any owners ability to resell by dominating the market. An online ad or private sale cannot compete with professional timeshare sales teams constantly targeting potential buyers. Even if I attempt to sell the timeshare, there is absolutely no guarantee it will sell, leaving me burdened indefinitely.
  I served this country as a proud member of the military, and now, at the age of 73 and as a recent widower, I had hoped for more respect, flexibility, and compassion than I have been shown. My wife was the co-owner of the timeshare, and her recent passing has left me not only grieving but also facing the financial and emotional strain of dealing with the situation alone. Their response of too bad, so sad diminishes my circumstances entirely.
  I have been a responsible owner. I paid in full for the timeshare and remained in good standing for years, consistently paying maintenance fees. And yet, ***************** refuses to demonstrate the same good faith I have shown by working with me on a solution. It is unreasonable and offensive to expect me to continue paying fees on a timeshare I no longer want and cannot realistically sell, all without even considering a deed-back option.
  I would like to point out that ***************** could take back the timeshare and still benefit. They would keep all the payments and fees I have already made and then market and sell the ********* using their expert sales team. It is highly likely they will succeed more easily than any individual owner trying to manage a resale independently. By refusing to take this course of action, ***************** not only demonstrates a lack of empathy but also a lack of practicality. Surely, I am not the first owner to find themselves in these circumstances.
  I DO NOT ACCEPT *****************s response. Their position is both unsympathetic and unreasonable, and I firmly believe my case warrants serious reconsideration. I urge ***************** to recognize the financial and emotional toll this situation has taken on me and make an exception to allow me to deed back the timeshare.
  Respectfully,
  ****** ****** Jr
  
  

  Business Response

  Date: 05/23/2025

  Please see attached response by ***************** on rejection complaint ********, Thank you

  Customer Answer

  Date: 06/03/2025

  This matter is far from resolved, despite ******************* claim to the contrary. I do not agree with your dismissive response, and I demand a fair resolution. Let me be clear-I want out of this timeshare agreement, and I urge the BBB to keep this case open.                                                                                                                   At 73 years old, and a retired veteran  I have fulfilled my financial obligations associated with this property. MY mortgage is paid off ,I am current on maint. fees, and have maintained my commitments as an owner .Despite this, I am trapped in an arrangement that no longer fits my life style. The passing of my wife further compounds the reasons this timeshare is no longer viable for me. What's egregious is how we were pressured to upgraded to the every-year plan. We felt mislead by the tactics used by the sells team. Your suggestion that I" market and sell" on my own is unhelpful and dismissive of mu current situation. Additionally , your warnings against fraudulent resale companies add further anxiety to an already frustrating process. I am simply asking for a way out. I am not asking for a refund at this point, but relief from an ownership structure that has become a significant source of stress in my life. It's baffling that ***************** a company entrusted with working on behalf of owners, shows little empathy of flexibility. Your last response does nothing to addressee my concerns, and object to closing this case.Soleil Management must provide a legitimate pathway to exit this timeshare agreement. The rigid policies and lack of options are unacceptable. I demand that this case remains open until a fair resolution is reached. Please take my situation seriously -I have served my country ,and I deserve better treatment.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23317599
  
  I am rejecting this response because:

  This matter is far from resolved, despite ******************* claim to the contrary. I do not agree with your dismissive response, and I demand a fair resolution. Let me be clear-I want out of this timeshare agreement, and I urge the BBB to keep this case open.                                                                                                                   At 73 years old, and a retired veteran  I have fulfilled my financial obligations associated with this property. MY mortgage is paid off ,I am current on maint. fees, and have maintained my commitments as an owner .Despite this, I am trapped in an arrangement that no longer fits my life style. The passing of my wife further compounds the reasons this timeshare is no longer viable for me. What's egregious is how we were pressured to upgraded to the every-year plan. We felt mislead by the tactics used by the sells team. Your suggestion that I" market and sell" on my own is unhelpful and dismissive of mu current situation. Additionally , your warnings against fraudulent resale companies add further anxiety to an already frustrating process. I am simply asking for a way out. I am not asking for a refund at this point, but relief from an ownership structure that has become a significant source of stress in my life. It's baffling that ***************** a company entrusted with working on behalf of owners, shows little empathy of flexibility. Your last response does nothing to addressee my concerns, and object to closing this case.Soleil Management must provide a legitimate pathway to exit this timeshare agreement. The rigid policies and lack of options are unacceptable. I demand that this case remains open until a fair resolution is reached. Please take my situation seriously -I have served my country ,and I deserve better treatment. 

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

  Business Response

  Date: 06/09/2025

  Please see attached ***************** response to rejection complaint # ********, Thank you

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair 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.

  Please see below

  Business Response

  Date: 04/08/2025

  Please see attached response by ***************** for complaint # ********, Thank you

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23171194
  
  I am rejecting this response because: I can no longer afford to pay the maintenance fees and membership dues. They have gone up too much. Im on limited income.  I was not happy with the unit the last time I was there. It was not kept up to the standard it was sold to me. Run down and dirty. I was also told at that time that I needed to upgrade to be able to stay in a remodeled unit. I also was told to turn the unit over to my children when I pass. They cant afford it either. I want out of this timeshare please.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/15/2025

  Please see ******************* response to rejection complaint ********, Thank you, 

• Initial Complaint

  Date:04/01/2025

  Type:Product 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'm reaching out regarding my timeshare experience, as I've encountered several issues over the years. Back in 2006, I was offered a room deal at the ******** to attend a timeshare presentation. At the time, I was told that timeshares were a great investment and could generate good rental income. However, this turned out to be completely untrue. I also understood that Id be able to book time at Tahiti Village for Christmas and New Year, but that has never been available during those dates.Since purchasing the timeshare, the maintenance fees have nearly tripled, which has been a significant burden. I attended a couple of additional meetings for free shows, but found the salespeople extremely rude and pushy when I declined to purchase more weeks. After those two experiences, I decided not to attend again.There were other issues as well, including being assigned rooms in the wrong phase on occasion. In 2020, I was unable to visit Tahiti Village due to the 50% capacity restrictions, which I suspect may not have been entirely *********** this point, I no longer have any interest in visiting ********* and find it very difficult to justify paying nearly $1,000 annually in maintenance fees for just one week. Id appreciate it if you could review my situation and provide assistance or guidance on how best to resolve these concerns. I am seeking a refund of the money I have paid and a cancellation of the agreement.Thank you for your time, and I look forward to hearing from you.

  Business Response

  Date: 04/08/2025

  Please see attached response by ***************** for complaint # ********, Thank you

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23147109
  
  I am rejecting this response because:

   

  While I appreciate their detailed response, I would like to address several points and clarify my concerns.
  First, despite reaching out to Tahiti Village directly, I never received a response regarding my concerns. It is frustrating to experience no communication from the organization to which I am paying annual maintenance fees. Additionally, during a sales presentation in 2006 at the Frontier, I was enticed by a room deal and told that owning a timeshare would be a great investment with significant rental income potential. This has proven to be completely false. I was also under the impression that I could book stays at Tahiti Village for Christmas and New Year, but I have since learned that these dates are reserved for owners of "Holiday Weeks," a detail never disclosed during the sales process.
  The rising maintenance fees have added to my frustrations, as they have nearly tripled since I purchased the timeshare. For a single week, I now pay close to $1,000 annually, which feels unreasonable given the limited availability for desirable dates like Christmas or New Year. Over the years, I also attended additional timeshare meetings for free show tickets, but the sales representatives were incredibly rude and aggressive when I declined to purchase more weeks. After two such experiences, I stopped attending these meetings altogether.
  Furthermore, I have faced ongoing booking issues, including being placed in the wrong phase of the resort. In 2020, I was unable to use my week due to Tahiti Village operating at 50% capacity. I believe this restriction was questionable and not properly justified.
  In summary, my experience with Tahiti Village Vacation Club has been overwhelmingly disappointing. What was initially presented as a beneficial investment has turned into a costly and frustrating burden. I am requesting that this situation be reviewed further, as I believe I was misled during the sales process and have not received the value I was promised when purchasing the timeshare. 
  I respectfully ask the Better Business Bureau to continue investigating this matter and assist in reaching a fair resolution.
  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/15/2025

  Please see attached response by ***************** for rejection #********, Thank you

• Initial Complaint

  Date:03/14/2025

  Type:Product 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.

  Upon reviewing our timeshare contracts with Tahiti Village, we noticed that the address ******************************************** is listed for ASNY, ****************** Sommerpointe, *************************, and *********************. We are unsure whom to contact about this matter and are seeking assistance. Weve since sent an email to all companies with no response. Before, we wrote to Soliel requesting help to exit this ownership due to our inability to travel and, more importantly, due to the misrepresentations regarding the benefits of these contracts and the reality of availability with the exchange services. We were informed that the company would not address these issues with us further, which we find unacceptable. We wish to proceed with our initial request to return both contracts. We are not even asking for a refund, although we believe we deserve one. All payments have been completed, and we owe nothing more. Please provide the necessary paperwork to transfer ownership back to you, allowing you to resell or manage it as you see fit, ensuring business continuity, as we will no longer be supporting it from our end. We request a prompt resolution to this matter. Please respond to my wifes email so we can bring this issue to a close. Despite our efforts to stay on top of the maintenance fees, **** had to pay another bill due in December, all while they refuse to assist us, ignore our concerns, and now demand a large upfront payment to prevent damage to our credit. This has been deeply frustrating, especially since weve fully paid off the purchase price for both contracts. We are simply seeking a fair solution, as we are unable to use the service and are striving to resolve thIS responsibility

  Business Response

  Date: 03/21/2025

  Good afternoon, please see attached ***************** Response to Complaint #********, Thank you

  Customer Answer

  Date: 05/13/2025

  If ***************** cannot address this as they claim not to be involved, why are they responding? We posted this complaint to Tahiti Village Vacation Club's page, not *****************. Regardless if they were involved or not, they claimed responsibility over Tahiti Village when they took over management. If a staff member at a resort overcharged a guest for a service or added hidden fees without informing them, it would be the manager's responsibility to address the issue. The manager should investigate the incident, ensure the guest is refunded, and take appropriate action with the employee to prevent it from happening again. In cases like this, customers rely on management to resolve the matter fairly and restore trust. Our timeshare is paid off. We are not in need of any type of payment plan or settlement. The only fees they are asking for now are maintenance fees which we paid current, but these fees are intended for upkeep and maintenance of the property while we use it. WE ARE NOT USING IT. If their letter from 2020 addressed the issues, we wouldn't be reaching out again. *** ****** and **** ****** were the agents involved. Has the company had any other issues with these men in the past involving misrepresentations? They never once mentioned that the maintenance fees would increase over the years. The agents never once considered our fixed income once we retired. Had we been told or warned that the fees would go up for the rest of our lives, why would we agree to that when our income would decrease over time? Issues we faced when we tried to rent: dates not available to rent, trade or for Vegas events such as ******* ******. We were not able to trade at other resorts or in ****** as promised. The exchange fees were not explained to us before we signed up. It was imposed that all fees for the ********* purchase price would cover all of the benefits. The men told us we could sell this or rent it out for $800 a night specifically and pay it off in 6 years - another lie. My wife has become disabled and cannot travel anymore. If the company does not help us, the financial burden of the extreme annual fees would fall onto our children once we pass, which we learned recently. We are asking for reasonable help. How do we pay for this if we do not have the income to support it? Why would we pay for this if we are not and cannot use it? We cannot travel due to our health and inability to afford the extra cost associated with traveling on top of what we have already paid the company to use the membership.

  Business Response

  Date: 05/16/2025

  Please see attached response by ***************** for Complaint ******** Parks, Thank you, 

• Initial Complaint

  Date:03/12/2025

  Type:Product 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.

  Despite numerous attempts to communicate with the company, we have received no response, leaving us frustrated and without resolution.We purchased the timeshare in September 2006 while attending a conference in *********. At the time, we were offered free show tickets in exchange for attending an informational session. However, the session turned into a high-pressure sales pitch filled with promises of global usageclaims we later learned required additional memberships to access. Since acquiring the timeshare, we have never been able to use it. Scheduling conflicts and constant availability issues have made it impossible to take advantage of it. Furthermore, my husbands deteriorating healthincluding heart conditions, complications from tick bites, and severe social anxietyhas made travel unrealistic for us. He now prefers quiet family visits over long-distance travel, especially to crowded resort destinations.Financially, the timeshare has become a drain on our fixed income, and our children have no interest in inheriting what they see as an unnecessary financial burden. The ongoing costs are unsustainable, and we no longer have any desire or ability to utilize this timeshare.We are requesting the immediate cancellation of our ownership. We have repeatedly reached out to Tahiti Village but the company has not responded to our requests. Their lack of communication is unprofessional, and we are seeking the Better Business Bureaus assistance to resolve this matter promptly.We urge Tahiti Village to honor our request and provide us with a clear path to terminate this ownership. We would appreciate your help in ensuring that the company addresses our concerns and responds to our correspondence.

  Business Response

  Date: 03/21/2025

  Good afternoon, please see attached ***************** Response to Complaint ********, Thank you

  Business Response

  Date: 05/23/2025

  Please see attached response by ***************** for complaint ********, thank you

• Initial Complaint

  Date:03/12/2025

  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.

  I need to file a complaint regarding the management of Tahiti Village and its parent company, Somerpointe, for their lack of responsiveness to my repeated attempts to cancel my timeshare account.I initially purchased my timeshare with Tahiti Village in 2005 at a booth in the *******, *********. The sales process was extremely high-pressure, lasting 4 to 5 hours, and included promises of benefits like the ability to split the week into shorter stays and low maintenance fees. Unfortunately, these promises have not been upheld, and the experience has been far from satisfactory.Over the years, my circumstances have significantly changed. After my wife passed in 2017, I have only used the timeshare twiceonce in 2019 and again in 2024. Now that I am retired, my financial situation has shifted, and the rising maintenance fees have become a serious burden. Additionally, the fact that the resort allows non-owners to rent units has led to even higher fees for owners.I have reached out to Tahiti Village and ********************** multiple times to request the cancellation of my account. However, they have failed to respond to my communications. I am requesting the Better Business Bureau's assistance in addressing this matter and holding Tahiti Village and Somerpointe accountable for their poor management and failure to address my cancellation request. I hope this complaint leads to a resolution so I can move forward without the burden of this timeshare.

  Business Response

  Date: 03/21/2025

  Good afternoon, please see attached ***************** response to Complaint # ********, Thank you

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair 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.

  Please see the attachment

  Business Response

  Date: 02/28/2025

  Please see attached response by ***************** for complaint # ********, Thank you

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair 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 booked a stay at this hotel I called on my way to ***** to make sure the pools and jacuzzi was open someone there told me it was so I went ahead and booked it ****** told me minutes before I went down it was open I got there they told me it was closed for the night the next day it was closed to some problems they were having they told me Id get 1 night free for the problems I was caused didnt receive the one night cuz 1 night resort fee so when I called to speak to a manager ******* told me she wouldnt do anything to help me I asked if I can get a code or a room or somethin for free so I can go enjoy the things I didnt get to enjoy and she said she would do nothing to help me everyone I talked to besides the lady who checked me in was rude and dont care about there customer service and on top of all that there ac/heater didnt work and was dust and someones stuff in the room

  Business Response

  Date: 02/28/2025

  Please see attached response by ***************** for Complaint # ********, Thank you

• Initial Complaint

  Date:02/20/2025

  Type:Product 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.

  In our recent request to end this ownership, we were told there is no deed-back program or option to cancel. Instead, it was suggested we research third-party options to help sell it or transfer it to a friend or family member. To be honest, no one would want this after hearing about our experience as owners. We were told the ********* was an investment, but it has been nothing more than a financial burden. We already attempted to sell the timeshare and found a very interested buyer. However, when I reached out to Tahiti Village management for guidance on how to proceed, I received no support. I was told a form would be sent to fill out. I received and returned the form, but I never heard back. Despite many follow-up calls, I got no response, and the buyer ultimately backed out due to the delay. We were also misled regarding maintenance fees, which have increased every year despite assurances they would not. Additionally, we were told that furniture, carpeting, bedding, and other amenities would be replaced every five years. On our most recent visit, the unit was in extremely poor condition, with no replacements made. Booking has also become a challenge since rooms began being allocated to travel agencies. While you may not have a formal program in place to address our request, your company still has a responsibility to rectify this situation. Given we had a buyer to take over and your company dropped the ball, it would only be fair for a cancellation to take place in some shape or form.

  Business Response

  Date: 02/28/2025

  Please see attached response by ***************** for Complaint # ********, for your review