Complaints

This profile includes complaints for Spinnaker Resorts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Spinnaker Resorts

  35 Deallyon Ave Hilton Head Island, SC 29928

• 

  Spinnaker Resorts, Inc.

  4924 Hwy 17 By-Pass South Myrtle Beach, SC 29577

• 

  Vacation Reservation Center, LLC

  191 Cottage Cove Lane Williamsburg, VA 23185-5811

  
• 

  King's Creek Resorts, LLC

  263 McLaws Cir Williamsburg, VA 23185-5674

  
• 

  King's Creek Resorts, LLC

  191 Cottage Cove Ln Williamsburg, VA 23185-5811

  

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:03/27/2025

  Type:Customer Service 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 an introduction vacation. A couple days later the person who I spoke with previously on the phone called back and said I missed the opportunity to purchase part of the package. Which confused me and I explained I did purchase the 3 options presented. He then said that I missed the opportunity to provide one for a friend or family - which originally said one of the 3 could be gifted without meeting with a salesperson at the resort. He then proceeded to try and record me accepting the package using the name of my son's girlfriend. He wanted me to pretend I was that person on the recording. I stopped him and said I did not feel comfortable with that. He stopped the recording and then raised his voice to me - telling me to not get upset and why would I waste this opportunity. He kept interrupting me when I said no I would not proceed. Finally I said no and ended the call. This is very unethical to try and convince me to go on record saying I am someone that I am not - in an effort to sell another vacation package that includes one of their promotional sessions. As a result - I asked my credit card company to stop payment of my purchase. I did not visit the establishment and find this interaction to be very concerning, unethical, and possibly illegal - certainly misleading and attempting to have me commit a level of identity fraud.

  Customer Answer

  Date: 04/21/2025

  The company called to say they were contacted by the BBB - and asked me for additional information.  They did provide a full refund.  Thank you - ******* ********

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Classic bait and switch. Over the phone was told I would be given a laundry list of perks so I paid my money. Once I receive my perks, they all come with additional fees. For example, $100 in "dining bucks" is actually a card that you register online and then get a discount once you spend a certain amount of money at various establishments i.e. spend $50 get $5 off.Also came with a "free" cruise, but they did not tell me that there are black out dates which include ALL dates when children are out of school (June-Aug and every national holiday). Lots of fine print that wasn't disclosed.

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife against my advice decided to enter a sweepstakes at a local car show and lo and behold she "won a 7-day vacation". Unfortunately, we had to attend a timesharepresentation through Spinnaker Resorts in ************ VA to receive the gift. Due to the details provided by the representative aboutthe "won" vacation, we felt it was worth attending to receivethe prize.We have not receivedwhat we were promisedand it does not seem like the representative who informed us of the "winning" can make the situation right.I am filing this complaint since I cannot get the representative hired by Spinnaker Resorts to make the situation right. Since the representative was hired by Spinnaker to drive prospective buyers to attend a sales presentation, Spinnaker is at the end of the day responsible for correcting the mistake. Especially since the practice we experience/experiencing appears to be against VA's Sweepstakes laws.

• Initial Complaint

  Date:02/11/2025

  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 initially purchased a timeshare from Kings Creek Plantation, enticed by the promises of flexibility and benefits that seemed to suit our love for travel perfectly. The idea was simple and appealing: accumulate points from our timeshare ownership to vacation at various locations around the globe. Unfortunately, our experience has fallen drastically short of those initial promises, leading to considerable frustration and financial strain. The concept of using points to explore different destinations painted a picture of endless vacation possibilities. However, the reality has been starkly different. Trying to book a vacation has turned into a Herculean task due to constant booking issues and limited availability. The promise of being able to use our points at other resorts quickly dissolved when every attempt to explore this option resulted in being passed from one representative to another, none of whom could provide the necessary information or assistance to make bookings outside of Kings Creek Plantation. Our situation has changed significantly since we made our purchase. Now retired, we are on a fixed income, and the yearly increases in maintenance fees, coupled with our mortgage payment, have placed us under financial stress. Additionally, health issues have arisen, limiting our mobility and further diminishing the utility of the timeshare for our family. We reached out to discuss our situation, only to be met with the suggestion to fill out financial hardship paperwork. This process culminated in a denial of any form of release from our timeshare obligations. The lack of support and understanding from Kings Creek Plantation has been disheartening. All we want is to be free from this financial burden that has not proven to be the great deal we thought it would be.

  Business Response

  Date: 02/18/2025

  BBB #********
  SR616808
  

  As an update to this complaint, we thoroughly reviewed the situation, reached a resolution, and executed a formal settlement agreement in October 2024. Following this, the contract was officially canceled in November 2024 per the agreed-upon terms. While we did not find any evidence of misrepresentation, we did find justification for cancelation due to financial hardship. 

  If you have any further concerns or require clarification regarding the resolution, please do not hesitate to contact us directly. We are happy to assist.

  Regards,

  Corporate Customer Relations

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vacation package with Spinnaker Resorts for $353. I was told this price included the following: a 3 night stay at ****** **** ******, another 3 night vacation, one 2 night vacation, one 7 night condo vacation, one 3/4/5 night cruise, a $100 gift card and travel protection. I completed the 3 night stay at ****** **** and received the travel certificates for the other vacations via email. At no point during the sales call, timeshare presentation or during my stay was I told of extra fees/costs associated with each vacation which comes to a total of $1630.00 which is over 400% of the original cost of this package. Spinnaker Resorts also did not advise me of the excessive limitations on travel. Check in is only for Sunday-Wednesday and not available for one week prior to and following holidays which makes these "vacations" nearly impossible to use.

• Initial Complaint

  Date:05/23/2024

  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.

  To Whom It May ********* am writing this letter to formally request the cancellation of our timeshare contract. Over the course of my membership, I have encountered a series of high-pressure sales tactics and misrepresentations that have left me feeling unsatisfied and misled.From the very beginning of my membership, I was subjected to aggressive sales techniques that led to a ***** signing of contracts without proper understanding or disclosure. During my initial visit to ***********, ** in September 2020, I was offered a 3-day stay at the Spinnaker hotel for a presentation. However, the presentation lasted for an excessive 3 hours instead of the promised hour. Despite my repeated explanations that I could not afford additional purchases, I was coerced into signing a contract for a Triennial 2-bedroom condo. This contract was executed under the guidance of *****, who was later revealed to be no longer employed by the company. It should be noted that subsequent interactions with various sales representatives, including ***** and ***********************, continued to apply pressure on me to upgrade my membership. Promised benefits and privileges were repeatedly misrepresented,leading to my agreement to upgrade to an annual 2-bedroom condo program. These interactions included false promises of rental income, golf privileges, and other benefits that never materialized. My attempts to communicate and seek assistance were met with evasive behavior, lack of response, and unfulfilled promises from the sales representatives.Furthermore, I found myself in a situation where I was rushed through signing contracts without proper time to review the terms and disclosures adequately. The details and implications of each contract were not made clear to me, and important information was either misrepresented or omitted. ****** mishandling of my membership have left me feeling defrauded and taken advantage of.

  Business Response

  Date: 06/11/2024

  BBB#********
  SR592792
  This is in response to the Consumers written submission requesting the cancellation of their contract and the allegations of high-pressure sales tactics and misrepresentations.
  Spinnaker takes such claims seriously, and we have thoroughly reviewed the circumstances surrounding this case. Below, we address the key points raised in the complaint, providing clarification and refuting the claims based on the documented facts and the terms disclosed within the signed contract documents.
  High-Pressure Sales Tactics:
  Our sales process is designed to be informative and transparent. We strive to ensure that all potential buyers fully understand the product and terms before making a purchase. While the presentation may have lasted longer than expected, it is intended to provide comprehensive information and answer any questions. The duration of presentations can vary depending on the interaction and engagement of the attendees however the attendees may leave at any time.
  Aggressive Sales Techniques and Coercion:
  The claim of being coerced into signing the contract is taken seriously. However, all purchases require the buyer's explicit consent, confirmed by signatures on multiple documents, including a confirmation of understanding. The Consumer was given the opportunity to review all terms and conditions with the Developers Verification Officer before signing.
  Misrepresentation of Benefits:
  All benefits and privileges associated with the timeshare were clearly outlined in the contractual documents provided at the time of purchase. The claims regarding false promises of rental income, golf privileges, and other benefits are unsupported by the documentation signed by the Consumer.
  Time to Review Contracts:
  The assertion that there was insufficient time to review the contracts is unfounded. The Consumer was provided with ample time to read and understand the terms before signing and ask any questions with the Verification Officer. Additionally, there is a rescission period, as mandated by state law, which allows buyers to cancel the contract without penalty within 5 days after signing. The Consumer did not exercise this right within the allowed period.
  Nevertheless, the cancellation the Consumer seeks has already been granted.  As a direct result of their failure to meet their financial obligations under the contract, they were considered in default of the agreement.  As such the loan department moved to close the account for default and on January 1,2024 the agreement was terminated.
  In conclusion, the buyer's request for contract cancellation appears to be based on claims that are not substantiated by the facts and the signed contractual documents. All terms and conditions were disclosed and agreed upon at the time of purchase. The foreclosure action was a necessary step due to the buyer's delinquency in loan payments.
  We regret any dissatisfaction experienced by the buyer but must emphasize that our company has acted in accordance with the contractual agreement and applicable laws.
  Regards,
  Corporate Customer Relations

• Initial Complaint

  Date:04/24/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My spouse and I purchased a week 1 1-bedroom timeshare under a new construction discount for $7000, with the understanding that this investment would provide us with a comfortable getaway from the cold weather of ************ to the warmth of ******************. However, circumstances have since changed dramatically, and we find ourselves facing considerable hardship as a result of this purchase.During the sales process, we were promised minimal maintenance fees that wouldn't substantially increase over time. We were also misled about the ease of reselling the timeshare, believing Hilton Head Island properties were in high demand with limited availability. Unfortunately, none of these assurances have proven true As retirees now both in our 70's and 80's residing in *******, we no longer have the need for a winter break in ******************. The climate in ******, *******, where we currently reside, is much more favorable to us. Moreover, the maintenance fees associated with the timeshare have proven to be significantly higher than anticipated, placing a considerable financial burden on us in our retirement years.Furthermore, despite our best efforts, we have been unable to sell the timeshare, leaving us with an ongoing financial obligation that we can ill afford and no longer have any use for. Given our current circumstances, which include fixed incomes and limited resources, continuing to bear the financial burden of this timeshare is simply unsustainable.In light of these circumstances, we respectfully request your assistance in finding a resolution to this matter. We understand that contractual obligations exist, but we hope that Spinnaker Resorts can work with us to find a mutually agreeable solution, whether that involves a buyback of the timeshare at a fair market value or cancellation of timeshare We appreciate your attention to this matter and kindly request a prompt response. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:04/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have called for the past few months attempting to stop bills from Coming. We have spoke to all departments and we don’t have a dees or partnership/ ownership but they continue to send bills and this is effecting our credit. We have spoken to the deeds department, owners department and buisness office. We have gotten the run around and have paid bills In order to stop negative impacts on our credit

• Initial Complaint

  Date:03/25/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At sales presentation told associate not interested, already had one we did not want. Promised to sell the one we have. We bought and realized they had no intention of selling ours. Also offered timeshare as an investment. Received partial refund assuming the timeshare week could be sold. All lies.

  Customer Answer

  Date: 03/25/2024

  Spinnaker Resorts. ***********, **

  Spinnaker has a signed Confidentiality Agreement. In the agreement Spinnaker Refunded 5000 dollars of the original payment. In the Agreement they basically admit liability for refunding ***** dollars. They use this agreement as the basis for not refunding any more. I maintain the the agreement is null and void because a Confidentiality Agreement cannot hide or cover illegal activity. 
  Spinnaker knew they were guilty and sadly they continue to use this scheme as there are several complaints on your website for 2024 where they used the proposed sale of a customers timeshare to solicite the sale of their own.  I can furnish copies of anything you suggest. 

• Initial Complaint

  Date:02/12/2024

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a 3-bdrm unit already and in our trip to *********** in June, we were convinced to purchase an additional 2 bdrm unit to rent out each year in April, during an annual golf event, in order to recoup our maintenance fees. ***********************, the salesperson, told us he was putting in a reservation for us "Right now" while we went to sign the contract. In September, when I had not heard from the rental company which was referred to us by ******, I called Spinnaker to find out why, I found the paperwork had not been submitted to the rental company, so our rental was delayed by 2 months! After paying $400 to this rental company and setting the rental up I didn't hear anything by December so I called the rental *** and I was told there was no specific week being rented for us! I contacted Spinnaker to find out the week in April that had been reserved for us and I was told there was no week reserved! I called the verification specialist we signed the contract with and she referred my phone call to ***********************, a manager. He told me ****** had not put in the reservation for us until the day after we signed the paperwork, the reservation could not be fulfilled because the units were full for that week and we discussed had this information been relayed to us that day (or within 5 days of signing the contract) we would have had the option to cancel the purchase! **** said he would speak to ******'s boss and get back to me, although I don't see how that could have been a solution. He has not gotten back to me in 2 weeks and I have left 4 messages for him to please return my call. ***********************, another verification specialist, returned my last call for **** and said he was going to try to get it reserved for that week still, even though it is very late for me to get it rented now and supposedly all reservations are booked. That was 1/30/2024. I left him 2 emails since to find out what is to be done for us and still haven't received a reply! Now, we want our money back!

  Business Response

  Date: 02/22/2024

  BBB #********

  SR596121

  Thank you for contacting Spinnaker Resorts. Your complaint is being reviewed by the Customer ******************** and you should expect to be contact within 7 business days. If you need to contact us directly, please email ***************************** or call ************. We look forward to coming to a mutual resolution.

  Sincerely,

  Corporate Customer Relations
  

  Customer Answer

  Date: 02/29/2024

  This answer from Spinnaker resorts was not a solution! They said they are looking into it and will get back to me! This must be a ploy to close the case in case I don't realize you expect me to accept or decline it. If I accepted it it would sound like I was agreeing that they were taking care of it, which I don't know if they are or not until I hear back from them. If I decline it then it seems like I don't believe that they are doing anything and not receptive to them looking into it. It seems like something is wrong with this. This case needs to be reopened as I am awaiting Spinnaker to answer with a solution!

  Customer Answer

  Date: 03/07/2024

  This message from Spinnaker said they would be contacting me within 7 days and I have not heard a thing back from them and it has now been two weeks!

  Customer Answer

  Date: 03/18/2024

  I received a certified letter from Spinnaker resorts dated March 5th 2024 saying that they are looking into my written concerns. Their timeline for resolving my concern is within 45 to 60 days from the date of this letter.  That is a lot of time for a simple matter of 3 Spinnaker representatives not following through with action those representatives stated they would do.

  I did not mention in my written complaint that my husband and I asked the verification ******** ************************** to double check if ****** was making the reservations for us. She called him and he came to the verification room and verified that he was making the reservations right then.  Obviously, this did not happen for the two bedroom unit we were buying to rent.  However, this is another step that the investigation team can hopefully check out if it is on camera or recorded.