While on vacation in Cancun, from May 25 to May 29 we were scammed into signing the timeshare contract with Royal Holiday (Actually, they hide under the name VACATION CLUB) on May 26.
When we got back to our room at Grand Oasis Hotel, and reread the contract, we realized that there were so many things that were promised verbally, that were not included in the contract. At this point we knew that we had made a huge mistake to have signed the contract. We made up out minds to cancel the sales contract. Section 8 of the contract entitles us to 5 business days to cancel after signing the contract. We realized that we had to react quickly. Using a calling card, we called American Express at 9pm Mexico time on May 26 to put a dispute charge on my account.
On May 29 at Fort Lauderdale airport, using a public phone, we called Royal Holiday's customer service line at 1-800-961-1810 to request to cancel the contract. The agent's name who we spoke to was Michael Moore. He told us to fax the request of cancellation to this number, 1-800-961-1812.
When we arrived at home, we saw two charges total one from Travel Experience in Cozumel, Mexico which was $9,158.16 and another from Hotel Hacienda Vista Real for $408.43. We only attended a presentation at this particular hotel, and never stayed there nor did we use any of their facilities offered. At this point we called American Express again to ask for help and put the dispute charge on both the amounts.
On May 30 we faxed the formal cancellation request letter to the above number. Only after several tries only one fax actually went through at 1:46pm. All other tries before and after this incident never went through. The number that were given was always busy and therefore did not allow for any incoming faxes to go through.
On the same day, my wife called the sales representative, Mr. Orlando Navarro Mondo, on his cell phone, (52) 984-119-6543 in Mexico: to request the cancellation of the contract # 151-150322. Mr. Orlando said that he would talk to his boss and there would be no problem canceling. Furthermore, he assured us that within 10 days of cancellation we would receive our money back. He did ask us to email him the request for cancellation to [email protected]. We went ahead and emailed him, on the same day, however the email did not go through. The failure notice from yahoo, which is my email server stated the reason to be because his "mailbox was full with 550 requested actions not taken."
We ran to the post office to send registered mails with return receipts, one to the Travel Experience, located:
Travel Experience, SA DE C.V.
Avendia Insurgentes Sur 1999
Colonia Guadalupe Inn, Deligacion Alvaro Obregon
Mexico, Distrito Federal C.P. 01020
And one to Mr. Hector Orlando at the following address:
Hacienda Vista Real
Paseo xaman-ha Ret, 3
Villas Pakal
Playacar, Mexico 77710
Both letters sent were formal requests to cancel the contract. We still hold the post office receipts of mailing as proof of our actions. Up until today, June 29, we have heard nothing from them.
The only contact that we have received from them is a package with a new contract offer with renewed prices from Nancy D'Argence, a VIP Financial Service Service Financieros, who attached her business card. The contact information on the card stated:
Interior del Hotel Park Royal Piramides Cancun
Blvd. Kukulcan Km. 12.5, Zona Hotelera, Cancun, Q. Roo, C.P. 77500
Tel (011-52-998) 885 0570/ 8850957 ext. 238
Fax (011-52-998) 885 0653
email: [email protected]
On june 26 we also received an email nancy d'argence. The email said "tomorrow is the final day to accept the attached downgraded level membership to resolve your account, afterwhich the offer is withdrawn"
We answered her email, on the same day at 8:20pm east time:
dear ms. Nancy d'argence,
i did send the formal request to cancel the sale contract by registered mails with return receipts to travel experience in mexico and to mr. Hector orlando navarro mondo, sale rep. On may 30
2008 (4 days after contract signed). Section 8 of the contract allows me to cancel and get back my money within 5 business days.
I look forwart to receive the written confirmation of cancellation, as well as a cancellation number from your company, royal holiday
thank you for your attention
sincerely,
On Friday, June 27, we received a reply from her that stated:
"i have no authority to canel contracts, only refinance accounts. We have advised the resort of your wishes.
Nancy"
In this reply she had also forwarded the email to the following addresses:
"HVR Resparza", "HVR Hector Ortega VLO", "HVR Hector Ortega", [email protected], [email protected].
This morning, Sunday June 29, we saw two more charges from Travel Experience Cancun to my American Express Account. These amounts were $9,928.00 and $14,418.19, dated from June 26. We immediately called American Express to put the dispute on these charges.
Now we know royal holiday aka travel experience is a scam company and dishonest. We certainly filed complaints with mexican consumer protection agency, propeco, and virginia, floridas attorney general office. We hope our case is a good example for anyone traveling to cancun and dealing with this deceptive company.
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