It appears that the only way to get this company to respond to complaints is by filing something like this. There are no phone numbers that result in a conversation with anyone who can help me, and I have been advised to email. However, they do not respond to their emails.in addition, the rebuttals the company has made to other similar reports on this website include a disconnected phone number. I hope that the company notices this post and replies to me because I see no other way to contact them.
We purchased a vacation membership with the Villa Group specifically to reserve a week long holiday over Christmas/New Years using their Suite Getaways membership with a resort in Hawaii. We asked two different managers in the Cabo offices to make sure that this was possible with this membership. Unfortunately, we did not get those promises in writing. We got one week every other year, combined with an extra 1000 points, which should be able to combine into reserving two junior suites at this Hawaii resort over Christmas.
What we actually ended up with is one winter week every other year that is not valid over the two weeks of Christmas and New Years. They did not tell us that there are 3 types of memberships: summer, winter, and holiday. We should have gotten the "holiday" membership, not the "winter" membership.
In addition, that extra "bonus" 1000 points we received was a "summer" week, not able to be used at the same time as our "winter" week. Yes, this is in the fine print of the contract, but we were not immediately able to translate week numbers to actual calendar weeks, and we believed what the sales staff said.
Our only hope to actually use these weeks is through Interval International, but the Villa Group did not inform Interval International of the membership that we purchased along with our Villa Group membership. I cannot get Resortcom or the Villa Group to respond and correct that issue.
Another selling feature they touted in Cabo san Lucas was the ability to book cheap holidays using their Suite Getaways website. We really liked this, and it was a major factor in our decision to purchase. However, there is no way to use this website because it is restricted for travel agents. Again, Resortcom and the Villa Group will not respond to my queries about this issue.
The bottom line is that this company uses false information to complete a sale and there is no meaningful way to communicate with them to resolve issues.
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