Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We went on a trip to the ** in January of 2024 and were approached at the airport about setting up excursions. We were picked up from our resort and transported to one called Dream run by ***. We then had to sit through an essentially a timeshare presentation before we were able to book excursion. They did not like taking no for an answer so to leave, we purchased a certificate for a 5 day 6 night trip for $1499. We were told we just had to book the trip prior to a year of purchasing that date would 17 Jan 25 and could take the trip as long as it would was book and reserved by that date. We called to schedule our trip for February of 2025 and they told us we had to take it by the 17th of January 2025. Being active duty military, it does not work with our time frame and orders. They were told this multiple times throughout the year and assured us as long as the trip was booked by Jan of 25 there wouldnt be any issues. They are now telling us we have 14 days to take the trip and we cannot get a refund or an extension. When I called the US number they spoke Spanish and kept transferring me and told us to email member services which we have already done. We felt harassed to purchase the certificate to begin with just so we could leave the resort and were essentially lied to about the booking/reservation process. Either a refund or extension is needed, and they should be investigated as to how the conduct their presentations/sales pitches. I would love to file a complaint over the phone so a representative could get the whole story as to the initial contact at the airport and at the resort. We were also told that the certificate was not eligible for Active duty service members but that they would make an exception and work with us. I am an E6 and my husband is an E7 in the *******. Thank you!

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