Complaints

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

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  Palmera Vacation Club

  33 Office Park Road, Unit 219 Hilton Head Island, SC 29938

• 

  Palmera Vacation Club

  PO Box 7602 Hilton Head Island, SC 29938

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:06/02/2025

  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.

  We reached out to Palmera's management, ******************, regarding our terrible experience with our vacation ownership. When purchasing, Palmera managers assured us theyd sell our Wapato Point timeshare within six months for $13,000 to reduce our mortgage and transition us to a Palmera timeshare. This sale never happened, and the verbal promises made during the sales presentation werent in the written contract, leaving us feeling ********* 2023, we were pressured into switching to Palmeras points system, falsely told it would lower our mortgage interest rate and provide extra points. Instead, we were charged a $395 fee,adding to our frustration.During our stay, we encountered unacceptable property conditions: dead cockroaches in the second bedroom, dirty toilets, leftover chips under the coffee table, and poor housekeeping overall, with the unit rundown and outdated. The lack of a ground-floor elevator was also highly inconvenient. However, the worst part was the bed bug infestation. Maintenance found a nest of live bed bugs in the mattress, right below my head and shoulders. I left with over 80 bites,causing severe itching, sores, and weeks of discomfort. A video was provided to the resort and management, along with photos of the bites and the unclean condo.Despite reporting these issues to staff, their attitude was dismissive and unhelpful. We requested a full cancellation of our timeshare and reimbursement for the inconvenience and lies. *** claimed they forwarded our complaint to the resort's Guest Relations Manager but refused to provide contact details or assist further. Almost two months later, no one has addressed our concerns.This experience was unacceptable. We will never return and strongly advise others to stay away. Poor customer service and even worse property upkeep.

  Business Response

  Date: 06/10/2025

  Palmera Vacation Club is in receipt of the recent complaint filed by ***** ******, File No. ********. We appreciate the opportunity to address the situation and will reach out to Mr. ****** in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been completed.

  Respectfully,

  Palmera Vacation Club

• Initial Complaint

  Date:05/12/2025

  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.

  We were mislead by the salesman which stated that this package was great and you could go anywhere with these points. That is a lie it is worthless and when you complain they state yes that is why we need to get you in again and buy more points. Don't fall for this. Avoid this company at all cost as they just rip you off. I don't really except anything from them as I have voiced my complaints to them over and over so I am just left with a worthless and I mean totally worthless points. All I can do is just start posting everywhere I can to alert others and keep them from getting ripped off by them. I have no choice but to keep paying the monthly dues for something that is worthless until I die.

  Business Response

  Date: 05/20/2025

  Palmera Vacation Club is in receipt of the recent complaint t filed by ***** *****. We appreciate the opportunity to address the situation and will reach out to *** ***** in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been completed.

  Thank You,

  Palmera Vacation Club

   

  Customer Answer

  Date: 05/21/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23314961

  I am rejecting this response because: I have not heard from them to Date.

  Regards,

  ***** *****

  Business Response

  Date: 05/30/2025

  As promised, a Representative from Palmera Vacation Club called and spoke with *** *****, at length, today regarding his submission. Although he shared he only made two attempts in 2023, just after his purchase to research a vacation, there was no communication to let us know that perhaps we could have assisted him with making a reservation during the past two years. He has spoken with a Member of our Marketing Team, as Members are often invited back to discuss their Membership. He said he declined that offer and does not plan on pursuing that offer, nor does he plan on using his Membership. He was strongly encouraged to contact our Customer Service/Reservation Department for any questions, or guidance, he may have in the future.

  Thank you for the opportunity to address the complaint.

   

  Respectfully,

  Palmera Vacation Club

  Customer Answer

  Date: 06/02/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23314961

  I am rejecting this response because: In my opinion the whole company is a rip off. Now they informed me that all the money I paid was only good for 10 years which they never informed us before now. They are correct that I talked to and complained to a lot of people that called me saying they where with Palmera and now they tell me that it is my fault for not knowing they are a marketing part of them. All I can say is avoid this **** company at all cost.

  Regards,

  ***** *****

• Initial Complaint

  Date:05/05/2025

  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.

  We purchased with Palmera last April on the condition that they would sell or buy (so in essence an exchange) our other Timeshare. The value we were to pay and the value they listed our timeshare for match and they even paid for the listing. We were told if it wasnt bought back by December then they would purchase it themselves. Fast forward and now they deny saying that and we are stuck with two timeshares and a bill. On top of all that, they promised that we would be able to exchange the palmera point to go anywhere because they were such a big value, that is also not true and we have very limited options on what we can exchange for.

  Business Response

  Date: 05/12/2025

  Palmera Vacation Club is in receipt of the recent complaint filed by **** ******, File No. ********. Mr. and Mrs. ****** just had a meeting with ********************* last month on the 22nd, when they were here for a week's stay, April 19th- 26th using their Club Points. However, we will reach out to The Kiblers in regard to this submission and will report the results back to you once the matter has been completed.

   

  Respectfully,

  Palmera Vacation Club

  Customer Answer

  Date: 05/19/2025

  Please reopen, they just said they would call, that is not a resolution and they did not call.  I did not know I was on a time to respond.

• Initial Complaint

  Date:04/25/2025

  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.

  We are filing a complaint against ****************** for misrepresenting the timeshare we purchased (Contract #******). We were led to believe the timeshare would provide affordable yearly vacations with flexible booking and ample destination options. Instead, we found many options unavailable or unaffordable with our purchased points, and key features were inaccessible for over 30 days. Promised bonuses, such as HHI bucks and booking incentives, were subject to hidden fees or restrictions not disclosed during the sale. We attempted to cancel on multiple occasions (1/13/25, 1/2025, 3/21/25, 4/7/25) and received a denied response because we owe on the loan. We should not have to pay for something they lied to us about. We request immediate contract cancellation and a refund

  Business Response

  Date: 05/02/2025

  Palmera Vacation Club is in receipt of the recent complaint filed by ****** and ******* *******, File No. ********. We appreciate the opportunity to address the situation and will reach out to *** and Mrs. ******* in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been resolved.

   

  Thank you,

  Palmera Vacation Club

  Customer Answer

  Date: 05/10/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  To Whom It May Concern,

  We are writing to formally demand immediate resolution regarding contract #****** / BBB Complaint #********. Despite your prior message via the BBB indicating you would contact us directly to address our request for contract release, you have failed to do so. We reject your claim of direct contact and require that you act to release us from all obligations associated with the Palmera Vacation Club without further delay. Our family has found the program to be entirely misrepresented, resulting in unanticipated costs, maintenance fees, and a points system that provides little actual benefit. We were not properly informed of these burdens before enrollment, and our attempts at early cancellation were ignored.

  We expect a full release from this contract and a return of all money paid to date. It is essential that this matter be resolved immediately so that we are not further harmed financially or otherwise. Please confirm our release in writing without delay, as your continued inaction has already breached our trust.

  Sincerely,
  ******* and ****** *******

  Business Response

  Date: 05/20/2025

  A Representative of Palmera Vacation Club has reached out to ******************** on Friday, May 16th in regard to their recent submission. A voicemail was left asking them to contact us.

  Thank You,

  Palmera Vacation Club

  Customer Answer

  Date: 05/28/2025

  Dear Better Business Bureau, I am writing in response to the recent contact attempt from Palmera Vacation Club regarding Complaint ID ********. ********************** stated that they had tried to reach us this past Friday. However, this was outside of the initial 5-day response window. Additionally, when I called on Monday morning to follow up, I was informed that the appropriate contact was not answering her line. Later that same day, I was informed that she was on vacation for the entire week. Given these circumstances, I am formally rejecting Palmera Vacation Club's contact attempt as it did not fall within the agreed-upon timeframe, and there were clear issues with availability and communication on their end. Please update the status of this case accordingly. Thank you, ****** and ******* *******

  Business Response

  Date: 06/06/2025

  A Representative from Palmera Vacation Club has spoken with Mrs. ******** It was agreed that her submission would be reviewed for further conversation and that she would be contacted by ******************** for further discussion.

  We will report the results back to you once the matter has completed.

  Thank you,

  Palmera Vacation Club

  Customer Answer

  Date: 06/10/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23248947

   Dear Better Business Bureau, 

  
  I am writing regarding Case ID ********. Today marks the current deadline for this matter, but I kindly request an extension. 

  
  The ********* company informed us that management would hold a meeting today regarding this issue. However, there have been no updates or resolutions yet. An extension would be greatly appreciated to ensure we have enough time to review their response and proceed accordingly. 

  
  Thank you for your understanding and assistance. Please let me know if you need any additional information to process this request. 

  Kind Regards,

  ****** & ******* *******

• Initial Complaint

  Date:04/21/2025

  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.

  Complaint Title: Misleading and Pressure-Based Timeshare Sale Unable to Cancel Complaint:I was pressured and misled into purchasing a timeshare with Palmera Vacation Club (******************). The salesperson clearly told me that I could cancel at any time by simply coming into the office. This was a key factor in my decision to sign. I later discovered this was ********* that Im trying to cancel, Im being told I must sell the timeshare myself, and they are refusing to help me. Ive been transferred repeatedly and no one is taking responsibility. Ive only paid a one-time closing fee (~$400), and the first scheduled payment is set to be withdrawn on May 15, 2025, which I am trying to stop.This is deceptive business practice and I believe I was taken advantage of. I am requesting a full release and cancellation of this timeshare.

  Business Response

  Date: 04/23/2025

  Palmera Vacation Club spoke with Ms. ***** yesterday and a resolution was offered that  she is quite pleased with and is awaiting the final paperwork. Issue has been addressed and resolved.

   

  Thank you very much,

  Palmera Vacation Club

• Initial Complaint

  Date:04/16/2025

  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.

  On May 11, 2024, we were deceived and misled in becoming members of Palmera Vacation Club. On that day during their presentation, we told the sales manager the only way we could afford a membership was if we were offered an even exchange with our timeshare in *************. The manager agreed and explained it would take 3-6 months to complete the exchange. We signed a bridge loan while the exchange was being completed, unknowingly to us it was a high interest mortgage. After 3 months, we placed a call to Palmera for a status on the exchange. We were treated rudely and they hung up when we asked more questions. When we finally spoke to a manager, she asked what we were worried about since we would get all our money back when our timeshare sold. I exclaimed we were never told our timeshare was being sold. She then rudely told me to go read the Contract. On March 5, 2025, we flew down to ***********. We spoke with ******** *****, Director of *************** on March 6. She was very nice and accommodating at that time. She told us she would discuss our dilemma at an upcoming managers meeting. She also gave us info to contact the agent representing the sale of our timeshare in *************. The agent told us we could do a Quitclaim for $1,000 to rid our timeshare since timeshares just are not selling. We would still have the mortgage with Palmera. We now know that Palmera lied to us and had no intention of honoring an even exchange with our timeshare. To date, after a few email exchanges and nothing done, we requested in writing to the Director to provide us with a Release of Mortgage and a full reimbursement of all money we paid to this deceitful company. We have not received a reply from the Director. Where is the integrity of Palmera and how do they get away with being so dishonest? We are fully retired senior citizens and cannot afford paying this mortgage and maintenance fees with Palmera. We remain owners of our New Hampshire Timeshare.

  Business Response

  Date: 04/24/2025

  Palmera Vacation Club is in receipt of the recent complaint filed by ***** and **** ******** File no. ********. A Palmera Representative has reached out and spoken with Mrs. ******** and per her request, due to the fact she has her Grandchildren at the time, that conversation will be "revisited". We will report the results back to you once the matter has been completed.

  Thank you.

  Respectfully,

  Palmera Vacation Club

  Customer Answer

  Date: 05/01/2025

  This is the first message I received from BBB. Please know that I have yet to resolve this issue with Palmera Vacation Club. Ive tried to contact the *** that called me when I was with my grandchildren and couldnt discuss the issue and he wasnt available. I am calling Palmera again tomorrow, May 1. 

  Please do not close this case.

  Thank you,

  ***** & **** Tedford 
  

  Sent from my iPhone

  Customer Answer

  Date: 05/02/2025

  Again this morning, May 2, 2025, I called to speak to sales *** ***** who was supposedly given our contact info with Palmera. We were told he was not in today.
  I also just called and emailed ******** *****, Director of **************** I left a message on her voicemail and am waiting for a callback or email from her. 
  How frustrating it is trying to reach anyone in this company. 
  ***** & **** *******
  

  Customer Answer

  Date: 05/05/2025

  5/5/25 - Spoke with Palmera sales manager ***** this morning. Palmera will not agree to release us from the deceitful purchase of the Vacation Club. It is with utmost regret and disgust that as senior citizens we were fraudulently led into this absolute mess with no help or empathy and stuck with an unexpected mortgage in our retirement.
  Sincerely and with utmost sadness,

  ***** & ****

  Business Response

  Date: 05/09/2025

  In regard to the May 2nd entry from The Tedfords, according to our notes The Director of *************** called The ********* on that same day, per their request and left a voicemail at 4:51 p.m.

  Thank you,

  Palmera Vacation Club

  Customer Answer

  Date: 05/10/2025

  Please tell me how I can get out of this vacation timeshare. We are desperate to do so. 

  Customer Answer

  Date: 05/20/2025

  Palmera would not do anything to help me and my husband. Manager was rude and told me they never agreed to anything I said was told to us on date of purchase. Palmera sales people are devious, manipulative and liars. 

• Initial Complaint

  Date:04/15/2025

  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 mailed them a letter months ago and have been ignored ever since. I'm pasting and excerpt here and attaching the rest: I initially purchased 2,000 points from Palmera Vacation Club. Although I do not recall the name of the salesman who facilitated this transaction, I clearly remember the promises he made. He assured me that I would be able to travel during any season without issues, including high-demand times, and that "blackout dates" would not be a problem. This assurance was one of the primary reasons I decided to make this purchase. Unfortunately, the reality of this purchase has been far from what was promised. I have consistently faced significant challenges in booking vacations. The only availability I have been able to secure has been limited to a one-bedroom unit during the low season. Moreover, even this availability could only be booked within the 45-day arrival period, making planning ahead nearly impossible. The severely limited availability made the timeshare impractical for my family’s needs and completely contrary to what I was led to believe when I made the purchase.******* offered what she described as a solution to my concerns. She suggested that I refinance my timeshare because, in her words, I was paying too much as it was. She then encouraged me to upgrade from 2,000 points to 5,000 points. ******* assured me that this upgrade would resolve my booking issues and that I would finally be able to travel during any season without restrictions. She also claimed that she could manage my points and rent my timeshare on Redweek if I wanted her to, making it sound like she had successfully done this for numerous other clients. Trusting her assurances, I agreed to the upgrade. However, after signing the agreement, I quickly realized that the promises she made were just as misleading as those made by the original salesman.

  Business Response

  Date: 04/23/2025

  Palmera Vacation Club is in receipt of the recent complaint filed by ********* ******** **** *** ********* We appreciate the opportunity to address the situation and will reach out to *** ******* in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been completed.

  Respectfully,

  Palmera Vacation Club

• Initial Complaint

  Date:04/09/2025

  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.

  Despite having fully paid off our ownership, the company has refused to help us, and our situation has been ignored. This unresolved issue has caused significant financial and emotional stress on my family, and we are seeking your intervention to reach a resolution. Over the past year, we have tried to address this matter directly with ******************. Our grievances stem from unfulfilled promises and misrepresentations at the time of purchase in July 2021. We were assured that our Bluegreen timeshare ownership would be acquired by Palmera with guarantees of improved inventory and 6-7 equivalent vacation weeks. Based on these commitments, we paid $30,000 with the expectation of receiving a check in the mail for the acquisition of our ********* ownership. Instead, we were left with limited benefits, receiving only ***** annual points, insufficient to even book one week of vacation. We continued to incur maintenance fees for Bluegreen, amounting to over $15,000, a financial burden we would not have experienced if ****************** had honored their commitments. To resolve this matter, we are requesting the immediate termination of our timeshare ownership with ******************, effective as soon as possible. Additionally, a full refund of the $30,000 we initially paid, less the cost of one booking that a friend used and compensation in the amount of $15,000 to reimburse us for the unjust maintenance fees paid to Bluegreen. We trust that ****************** understands both the urgency and the gravity of this matter, as well as its financial and emotional toll on our family.

  Customer Answer

  Date: 04/09/2025

  We ultimately seek to terminate our ownership with Palmera ***********. I have been told by a sales manager that is not an option. He advised that since we don't want to pay the maintenance fees any longer then we could stop payments and go into forbearance. This is not what we wish to do. We are frustrated that our inquiries and requests have been ignored. The company misrepresented the ownership to us at the time of purchase, have been difficult to communicate with and for this we wish to no longer have be a part of this company. 

  Business Response

  Date: 04/24/2025

  Palmera Vacation Club is in receipt of the recent complaint filed by ****** and ****** *****, File No. ********. We appreciate the opportunity to address the situation and will reach out to The Waughs in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been completed.

  Thank you,

  Palmera Vacation Club

  Customer Answer

  Date: 04/29/2025

  I was not notified that Palmera had responded to the complaint internally and Palmera has not contacted myself or husband regarding this matter. I am confused why the complaint is closed when there hasnt been any resolution. I would appreciate this being reopened so it can be settled. 

• Initial Complaint

  Date:03/13/2025

  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 am submitting this formal complaint against Palmera Vacation Club due to their lack of response to my repeated requests for the cancellation of my timeshare contract. Despite multiple attempts to communicate with them, I have not received any acknowledgment or guidance regarding my request.When I originally purchased this timeshare, I was led to believe that it would provide financial stability and even generate income for my family. However, this has not been the case. Instead, the timeshare has become a severe financial burden, costing my family thousands of dollars over the years. At this point, I can no longer afford the ongoing expenses, and the financial strain is negatively affecting my ability to meet essential obligations.Given these circumstances, I have no choice but to formally request the immediate cancellation of my timeshare contract. I am prepared to comply with any required procedures to facilitate this process, and I respectfully ask that Palmera Vacation Club provide clear steps on how to proceed.I am seeking the BBBs assistance in ensuring that Palmera Vacation Club addresses my concerns and provides a resolution without further delays. I appreciate your attention to this matter and look forward to your support in reaching a fair outcome.

  Business Response

  Date: 03/19/2025

  Palmera Vacation Club is in receipt of the recent complaint filed by ***** *********, File No.23058060. We appreciate the opportunity to address the situation and will reach out to Mr. ********* in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been completed.

  Thank you,

  Palmera Vacation Club

• Initial Complaint

  Date:03/11/2025

  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.

  The First initial lie was the money we put down would go directly to money owed, but it went to closing cost. The second event was we were told we could use our timeshare anytime and 1 week later or 2, I was told we had to wait ******************************************************** *********** and when I arrived to the location, hotel stated they only had a room booked for my guest, but not me the owner, after panicking and calling around for an hour I finally got in touch with the advisor *********** and he got in touch with the manger and they rebooked and paid. This is the final straw , a roomed was booked for me November *******, a special occasion, by their employee in ****** and it wasn't right. I complained immediately to hotel front desk and advisor, and nothing was done, I was told by *********** the advisor/sale *** that they would get my money back . I tried to go through *********** to get my money back, but booking .com said it was booked by a third party , so i needed to reach out to them. i haven't heard anything back until last week of March, 2025 when I contacted them asking what's the hold up. I was told by ***** (service member to send receipts, so they can refund me .A few days later I received a email stating they cant refund me but will give me some coins/rewards for $600 that I original was told would be giving back. After letting them know I would be contacting bbb, i received an email stating ,Director of sales said since I'm ***orting them, he is withdrawing the island dinner certificates, which that wasn't even what i was promised. I want my money back for that room or out of this contract, simple. I refuse to pay on a timeshare every month and they don't care to handle things and make them correct. I have the email and receipts I have six different number for this company, and when you call you stay on line for 20 minutes or more, finally after calling around, looking through paperwork calling to Hilton head I got in touch with them.

  Business Response

  Date: 03/19/2025

  Palmera Vacation Club is in receipt of the recent complaint filed by ****** ****** File No. ********* While we have made our response and resolution options to Ms. ****** we respond as follows:  Ms. ***** attended a Sales Presentation with Palmera Vacation Club on June 21st, 2024, in which she signed a Purchase Contract and became a Palmera Vacation Club Member. As standard protocol, with a full down payment, new Members will have an enrollment period prior to gaining access to all full benefits, as was the case with Ms. ****** Being that her Membership was not active on that day, the Agent she was working with assisted her in making a reservation on ************ as she shared in her complaint, for a stay in Puerto for November. Again, this was not a reservation made through her new Palmera Membership, that was not yet active, not a Palmera Resort, and Palmera Vacation Club is not affiliated with ************ This assistance was offered as a courtesy as Ms. ***** was there choosing the location and the hotel, herself. Any complaint, or issues she had with that reservation should be handled with the hotel she stayed in, or even ************ but not Palmera Vacation Club. This was shared with the Member. However, despite the fact this was all respectfully explained to her, and we had no responsibility with that November stay, we still offered Ms. ***** a resolution, via email, on March 5th which read as follows:  
  

  "Good Afternoon Ms. ****** 
  

  I hope this email finds you well. 
   
  After speaking with my Director of Sales, regarding the room that was booked at ************ Palmera will not give you a refund. That should be taken up with ************ 
  If we had booked you in one of our properties, we definitely would have taken care of you. That day, our Sales *** was just helping you out, because your club was not yet activated. We will however, give you some Island 
  Certs (dollars) when youre back on the Island to go have a really nice dinner somewhere or take a nice excursion. I will be glad to assist you in any way I can. Please dont hesitate to reach out to 
  me when needed."

  The *************** ***resentative sent that email to Ms. ***** on March 5th.
   
  Respectfully, 
  

  Palmera Vacation Club 
  *************** "

  
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