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:03/05/2025

  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.

  I am filing a formal complaint regarding the unfair and deceptive handling of my timeshare reservation by The Villa Group dba ************************* July 2023, I booked a reservation for August 2024, and the necessary points were immediately deducted from my account at that time. Recently, I entered into a Golden Ticket agreement, which recalibrated my points. However, Tafer Resorts is now attempting to retroactively cancel my previously confirmed reservation and require me to pay an additional $132 USD to reinstate itdespite the fact that the reservation was secured under my previous contract and the points were already deducted nearly a year ago.This practice is both unethical and a clear breach of fair dealing. If the terms of the Golden Ticket program included forfeiting existing reservations, that should have been explicitly stated in the agreement I signed. Ive attached it for review. However, no such clause exists. Instead, this appears to be an attempt to retroactively change the terms to the companys financial advantage.I have attempted to resolve this issue directly by contacting ****** ****** ************* Services Manager), ***** ****** ****** (Contract Manager), and **************** but I have received no resolution.I am requesting the immediate reinstatement of my original reservation at no additional cost, as I already paid the required points when I booked in July 2023. If this issue is not resolved, I am prepared to escalate further. I believe other Tafer members deserve transparency regarding how these issues are handled, which is why I am sharing my experience with other members to ensure they are aware of how Tafer handles contractual disputes, as transparency is essential when making long-term financial commitments. My hope is that current and prospective members are fully informed about the risks involved.I expect a timely response and a resolution that honors the original agreement.Sincerely,******** ****

  Business Response

  Date: 03/21/2025

  Greetings,

  Please be advised that member have her reservation active on her new account ******** with no extra cost. Reservation #1B5A39A
  
  Thank you and regards
  
  
  ****** ***************
  Member Services Manager
  Tafer Resorts
  PH ****************************
  Whats App *******************
  ************************************************************************      
  *******************************************
  Cancn, ********************, Mxico.      

  Customer Answer

  Date: 03/24/2025

   
  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,
  
  ******** ****

• Initial Complaint

  Date:02/28/2025

  Type:Sales and Advertising 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 were offered an upgrade to our timeshare at Villa ***********. We had previously owned a contract with Villa Del Arco (2017). We were told under the new contract we could fit 16 people in 2 2-bedroom suites and would have this once per year. Essentially we paid them $16,500 to have the exact same room we had on our previous contract.After talking to a reservation person, we were told it would take 4-5 years to take our family of 16, which we expressly explained was our reason for agreeing to upgrade. The finance person (********) told us we would have this yearly. Reservations told us only 12 could be in a 2 2-bedroom, so were lied to yet ******** wife asked about the points only going up 480 points and he dismissed her concern saying if he gave us more points, we'd have to pay more maintenance each year. We also found that our maintenance fees went from $460 to $745, a $310 increase for a studio, so we gained nothing and pay more. He said all we would have to do was pay extra maintenance fees of about $1,700 and we could do the 2 2-bedroom, only to find out we had to have the points, which our $16,500 apparently did not purchase...When looking at the contract we went from 7 nights to 3 nights, which he dismissed as well, saying it was "up to 7 nights". We allegedly went from "summer only" to winter, but the reservation person said it just takes more of our points in winter, so again, we gained nothing for the extra money.He also told us the contract we previously had was essentially worthless as the resorts were going to a more expensive scaling, but that apparently wasn't true either, as we had enough points to reserve a studio with our old contract.We would like to go back to our old contract agreement, since we gained nothing with the new contract, and with a refund of the $16,500.

  Business Response

  Date: 03/12/2025

  Greetings,

  Please be advised that we have scheduled a call with the member tomorrow. We will update you of any new information gathered. Thank you.
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************************************
  **********************************************
  TOLL FREE ***************
  

   

• Initial Complaint

  Date:02/19/2025

  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.

  Since October 10, 2024, I've been awaiting an update from ****** ****** at Tafer Resorts regarding my timeshare cancellation. She assured me she would advocate for my case with the board and keep me informed. I've followed up with many emails since then, but I haven't received any response. Ive called countless times and have been told someone would reach back out to me, but no one ever does. I really didnt want to escalate this to the Better Business Bureau, but I'm left with no choice if I continue to be ignored. I'm at a breaking point where I may have to consider bankruptcy to escape the situation your sales team has put me in, or I need your assistance in releasing me from this timeshare that I feel I was misled about. Please do the right thing. ****** ****** knows my story. Im happy to share again hopefully with you directly vs. having to post it here to the BBB. I find it completely unacceptable to be ignored as I have been for the past 4 months but still receive default letters in the mail - one as recent as February 10. Youre representative told me they would help and go to the board on my behalf personally.Where is she now?

  Business Response

  Date: 02/20/2025

  Greetings,

  Please be advised that this BBB complaint is a duplicate of BBB complaint # ******** and we have already sent a BBB response for it. Please close this complaint to avoid confusion. Thank you

   

• Initial Complaint

  Date:02/11/2025

  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.

  We are so frustrated and disappointed with our ***** ****** timeshare and the way they have handled our request to cancel our contract. Initially, we were promised transparent and flexible terms during the sales presentation. Yet, we soon discovered that most promises, like no black-out dates and stable maintenance fees, were false. Booking has been a nightmare, plagued by hidden costs and unavailability of promised locations such as Cancun.Despite MULTIPLE attempts now to get this resolved and bring these issues to their attention through emails to their representative ********, we have face consistent resistance. Our emails outline in detail the misleading information we received and personal hardships, including the passing of my mother, which underline our urgent need to cancel and obtain a refund. Their response was dismissive, lacking any empathy or willingness to address our legitimate concerns.***** ******** refusal to provide a meaningful solution is unacceptable. They insist on adhering to a contract when they THEMSELVES failed to uphold their end of the agreement. We urgently need this issue to be resolved with a cancellation and refund, as this has caused us significant emotional and financial stress.We urge the company to take immediate action and review their policies and treatment of customers in genuine distress. This is not the way to handle contractual agreements, and we are hoping this public complaint leads to someone actually taking this seriously.

  Business Response

  Date: 02/28/2025

  Greetings,

  Please be advised that we did respond in September 2024 and that we cannot honor a cancellation and refund because their cancellation request was made outside the rescission period according to the cancellation Clause of the Vacation Membership Purchase Agreement with Lodging rights and there is an active loan.
  Regarding their claims that they have never been able to book a reservation, we can't find any records of any attempt to book in the account. Regarding the additional costs or ** increase, we clarified the ** increase with the rules and regulations, the blackout dates with the calendar weeks, and the points chart to resolve her claims on our end.
  While we sympathize with their problems, we abide by the contractual obligations. This time, we can offer the cancellation of the membership to close this complaint in a satisfactory manner for both parties by signing a voluntary surrender letter, with no refund of any of the money paid toward this agreement up to date.
  
  Members are currently delinquent on their 2023, 2024, and 2025 maintenance dues, which total $2,690.85 USD, including late fees. We will waive this debt and the surrender fee
  Please see Voluntary Surrender forms no fee for members to complete and submit.
  Thank you,
  *****
  ****** *****
  Director of *************** & Collections
  Tafer Resorts
  
  PH ******************
  ***/CAN **************************
  ****************************************************************************      
  *******************************************
  ****. a *******************. 7.5 Puerto Vallarta, Jalisco      

  Business Response

  Date: 02/28/2025

  Please see attached. Thank you

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22925052
  
  I am rejecting this response because:

  If we complete and return this document for the Voluntary Surrender of our timeshare, will any and all financial obligations to them be waived/forgiven? Or are there outstanding balances or fees theyre expecting and not being clear about? 
  We want to move forward with surrendering our ownership back to this company under the terms theyve stated, but our trust has been worn so incredibly thin from our experience with them and we need to confirm this first. We dont want to be surprised at ANY point in the future if they plan to start hounding us for additional fees they feel entitled to. Once they confirm this, well accept the offer and be satisfied with their resolution. We hope their intention is to be done with this as quickly as we want to be.
  
  
  Sincerely,
  
  **** **** Domingo ************

  Business Response

  Date: 03/10/2025

  Greetings,

  Once we received the original copies of the signed and notarized Voluntary Surrender documents, it will be sent to our ************** for cancellation completion and you will received an email confirmation that the membership is cancelled. Our organization will not pursue any legal recourse or further financial obligation per contract guidelines. Thank you
  
  
  

  
  

  Customer Answer

  Date: 03/17/2025

   
  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,
  
  **** **** Domingo ********

• Initial Complaint

  Date:02/05/2025

  Type:Sales and Advertising 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 January 23rd, after many attempts from sales to attend a update presentation not to sale anything, we decided to attend, they start by giving us alcohol and asking to upgrade to another week which i said we do not need it and we are not planning to travel as often. They continue to pressure saying that our maintenance fee will increase if we do not lock the 2% cap which as of now we are already paying too much on maintenance fee. We keep saying no we can't and we end up upgrading for $20,000 with a down payment of $5,600. They never explain the cancelation or if i need to cancel i can do so, when i when back home i read contract and realize that i just got in to another timeshare with no other difference then what i have already, it stated i can cancel within 5 business day which i reach out to the sales *** and she ask why i said i just don't need it upgrade, after begging her to give me where to call or email, she did provide me with an email, i email them no respond, call ********** and i spoke to a very nice guy and he said that i was on my right since i cancel within 3 days and i had 5 days as it said on the contract, gave me a ticket number, next day i get a call from manager and said that i need it to filled out a cancellation form which she email me, i did filled out and email it to her, then i try calling back to confirm of my cancelation no luck, i called many times and numbers but evetime is sorry i can't help you, this is not the department, i have email several time to follow up and nothing. I have the right to cancel within the time frame. I also mail out a letter certified as well but not get a respond back from anyone. When you are at the resort, they call you, **** you down and look for you every hour to attend this presentation and now no one ever reach out to assist with cancelation. At this point i do not know what else to do since, i have called and email with no one ever reach out to me, the once call is to activate which i denied.

  Business Response

  Date: 02/18/2025

  To whom it may concern, in regards to BB Serving ***************, Consumer Complaint #********, the company wishes to notify member that their account is cancelled and money paid was refunded to credit card used at time of purchase, in addition, previous account has been reinstated.
  
  Best Regards,

  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************************************
  **********************************************
  TOLL FREE ***************

• Initial Complaint

  Date:02/03/2025

  Type:Sales and Advertising 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.

  Date: May 6th, 2024 Me and my wife attended a breakfast presentation at the ***********************. We met a concierge by the name ******* ****, he gave us a tour and after breakfast brought us to the business office to discuss becoming members. The contract deposit was $5795 initially and a follow-up of about $394 monthly for the next 7 years assuming we didnt ************** started going over the details of the membership he mentioned a lot of details that sounded great, how it wasnt a timeshare and that there were no obligations to stay with the loan perpetually. HE MENTIONED THAT if we bought IN today wed be buying at a discounted price and that if after a year we didnt like it that we could sell back the points to the developer at the current price. Essentially we bought in at a price of about $15 or so and that if we decided we didnt want it after a year we could sell Back the points at the current worth which as if the day it was around $30 or so if I recall. He promised us that after the loan was paid off we could continue to use the membership, or sell it back to them, or they would build us a house in ****** that would be equivalent to the price that the contract was worth when we look to sell. This is what sold me on signing the contract.When we get home from the trip, we realized none of what we mentioned was in the contract. The following day I contacted the resort and go transferred around and no one could provide me with details regarding what was promised and how things really worked.I contacted the rep ******** we talked on the phone and he reassured me with the same details and promised to have them sent to me. It never happened still to this day Finally after writing a complaint I was contacted by ** ****, who explained to me that the details in my contract did NOT pertain to what I was sold. They misrepresented what was promised and are now saying sorry we didnt know when I tried months ago Im looking to cancel this contract.

  Business Response

  Date: 02/20/2025

  Greetings,

  Please be advised that this account is under review. We will update you of any new information gathered. Thank you

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22884903
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 03/05/2025

  Im waiting to hear back from the company as they mentioned they are reviewing this account. 

  Business Response

  Date: 03/06/2025

  Greetings,

  Attached you will find the BBB response for this complaint from the resort.
  
  Saludos
  
  
  
  
  ****** *. ******************************** Manager
  Tafer Resorts
  PH ****************************
  Whats App *******************
  ************************************************************************      
  *******************************************
  Cancn, ********************, Mxico.      

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22884903
  
  I am rejecting this response because:
  

  I did not respond past the last email that was sent to me however I have attached my last response as well. And honestly I had a feeling you would mention me claiming to have been lied to. I have attached a recording of the conversation with Mr ******* in which I clearly asked again about the details of the contract. In which in his own words described exactly what I mentioned in the initial post.
  

  Regardless of the villa group trying to now send me a clause provided I have more points invested the relationship has gone sour. Telling me that you did not know that your representative misrepresented the terms of a contract is in fact a manipulation tactic. I dont feel that I can trust doing business with people who clearly lied about what was offered as you can hear in the recording. 
  

  saying that I have to pay for the stay that was offered to me is also inconsequential. If thats what it takes so be it but I refuse to do any further business going forward with said company. 

  Sincerely,
  

  
  ****** ********

  Business Response

  Date: 03/26/2025

  Greetings,
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel your membership but there will be no refund.Voluntary Surrender documents were emailed to the member. Thank you. 

  Customer Answer

  Date: 03/31/2025

   
  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,
  
  ****** ********

• Initial Complaint

  Date:01/27/2025

  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.

  Hi I cancelled booking ID ********** on 12/26/24 and as of 1/25/25, I have not received a refund for the deposit of $3,456. On my original reservation, it was stated I had until 12/29/24 to cancel for free. When I cancelled over the phone on 12/26/24, I was told I could expect a refund within 3 weeks. I am requesting a full refund of the deposit amount as this reservation was cancelled inside of the free cancellation window.

  Business Response

  Date: 01/27/2025

  Greetings,

  The information you've given does not match our records. Please provide us an account number or contract number so we can further assist you. Thank you.  

   

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22856932
  
  Hi providing a screenshot of my tafer rewards account. The booking id is **********. 
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 01/31/2025

  The refund has been processed. You can close this complaint. Thank you 

• Initial Complaint

  Date:01/21/2025

  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 signed up for a ********* many years ago after paying in full initially was told i would pay for yearly credits (this was also in my contract). I have not used the timeshare nor banked any points in 4 years. I have sent at least 10 emails over the last 4 years as well as called over 12 times stating i was no longer participating and cancelled my membership. I never received any confirmation and continue to receive spam emails. Now i am getting an email from a credit company say I owe almost $2000. I dont owe any money nor have I used this. This companys lack of responsiveness is frankly unprofessional and disrespectful. GET YOUR BILLING FIGURED OUT PLEASE or i will file additional complaints with the credit agencies regarding this egregious waste of my time.

  Customer Answer

  Date: 01/21/2025

  I disagree with the rejection of this complaint. I just received supposed charges from this company that were never addressed with me. how is this outside the window of dispute? They have not responded to any communications including calls and emails. please advise

  Business Response

  Date: 02/18/2025

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, The member has a financial obligation to the company, regardless of their decision to not use or benefit from the membership. The cancellation policy allows for cancellations within 5 days of purchase, a window that has already passed. Therefore, the company respectfully requests that the member fulfill the financial commitment they agreed to when signing up.

   

  
  Best regards
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************************************
  **********************************************
  TOLL FREE ***************

• Initial Complaint

  Date:12/16/2024

  Type:Billing 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 were staying at the *************************************** when we encountered a booth advertising dolphin tours. The representative convinced us that attending a city presentation was all that was needed to secure this tour, and we were led to believe it would be a simple and enjoyable process.Unfortunately, that was far from the reality. We ended up spending over four hours with several individuals at the resort, including ****** ***** and **** *****. Despite our growing unease, we were pressured to stay and listen. I had a bad feeling when the presentation started, but we felt trapped, especially as they provided breakfast and alcohol throughout the process to keep us there. By the time the signing came around we were quite tipsy and were not really all there to sign a contract of this ************* our dismay, the information provided during the presentation was not only inaccurate but deeply misleading. We were shocked to discover an additional $3,000 charge applied to our credit card while signing the paperwork. This unexpected expense is causing significant strain on my finances and adversely affecting my credit. We were never informed of the actual cost, and this lack of transparency has left us feeling betrayed.What has been even more distressing is the unethical approach taken during the presentation. The aggressive sales tactics used felt manipulative, and we were led to believe that we could sell the timeshare after a year, which my subsequent research indicates was not truthful.I am deeply troubled by this experience and the impact it has had on us both financially and emotionally. I urgently request that you address these issues with the seriousness they deserve and provide a resolution.

  Business Response

  Date: 01/02/2025

  Greetings,

  Please see resort's BBB response attached. Thank you
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  
  Im writing back in response to the letter about our complaint under Consumer Complaint #********. I appreciate you explaining your side of things, but honestly, Im still pretty frustrated with how things have gone.

  
  Misleading Sales Tactics and the Presentation

  
  I get that your team probably means well, but the whole sales process was way different than what we were led to believe. The booth told us we only needed to attend a city presentation to get a dolphin tour, but that was far from what actually happened. We ended up stuck in a 4-hour long sales pitch, and no matter how much we said we wanted to leave, we were kept there. Breakfast and alcohol were provided to keep us around, and it felt like we couldnt leave even though we were uncomfortable.

  
  The information we were given during the presentation was also off. We were told we could sell the timeshare after just one year, but I later found out that wasnt true at all. It just felt like we were being sold something that wasnt what it seemed, and that wasnt okay.

  
  Unexpected Charge and Lack of Transparency
  About that unexpected chargeno one told us about the $3,000 charge that was put on our credit card. We signed the papers, sure, but there was no clear explanation about what that charge was for or why it was happening. We were misled into thinking the costs would be much lower, and now its putting a serious strain on my finances.
  I understand you say we agreed to the ******** credit card, but the truth is, we didnt fully get what we were agreeing to. The charge just appeared without warning, and its been a huge problem.

  
  Alcohol During the Presentation
  I see your point about offering drinks responsibly, but honestly, the alcohol served during the presentation didnt feel like a choice. It seemed like part of the whole strategy to keep us there and keep us listening. It just wasnt a good experience, and it made us feel even more uncomfortable with the whole situation.

  
  Cancellation Request and Refund Policy
  Regarding the cancellation and refund, I understand your policy about paying in full to cancel, but under these circumstances, it feels unfair. We were misled about costs and the timeshare itself, and I dont think its right to hold us to the contract with everything thats happened. We feel trapped, and it seems like our concerns arent being taken seriously.

  
  Health Issues and Documentation
  I want to clear something upat no point in my emails did I mention anything about medical issues or send any medical documentation. Thats not something Ive ever said. I believe theres been a misunderstanding on your end. Please let me know if you need clarification or further information about the situation.

  
  Overall, Im just really disappointed with how things went down. We were misled in the presentation, the charge was sprung on us without proper explanation, and the whole experience has left us feeling betrayed. I hope you can understand where were coming from and help us get this resolved fairly.

  
  Looking forward to hearing back from you soon.

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

  Business Response

  Date: 01/23/2025

  Greetings,

  Please see attached resort's BBB response including the Voluntary Surrender forms that member need to complete and submit. Thank you
  

  Business Response

  Date: 01/23/2025

  Attached is Voluntary Surrender docs no fee. Thank you

• Initial Complaint

  Date:12/16/2024

  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 timeshare contract expires 12/31/2024. I had a week from 2023 I was not able to use, and The Villa Group is not allowing me to use my banked week in 2025. I paid the maintenance fees for 2023, as well as the fee to bank the week, so there is no reason I should not be allowed to use this week. Banking is an option so a week can be used at a later date, yet The Villa Group will not honor this week after the contract expires. Yet, the contract does not state anything about not being able to use a bank week after a contract expires. I am seeking for The Villa Group to either allow me to use the banked week for use in 2025, or provide me a refund for the maintenance fees I paid in 2023.

  Business Response

  Date: 01/02/2025

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, Please note that all accounts are automatically cancelled within the system once they expire. Guidelines and benefits are only applicable during an active membership. In this case, the member is requesting to use their remaining time after their contract has expired. The company is unable to accommodate this request, as member was also previously informed.
  
  Best Regards,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************************************
  **********************************************
  TOLL FREE ***************