Membership Scam
Complaint
jctauro
Country: United States
Here is my letter to CEO.
September 2, 2011
Mr. Roberto Chapur, President
Palace Resorts, Inc.
8725 NW 18th Terrace. Suite 301
Miami, Florida 33172
Dear Mr. Chapur, Mr. Maduro and Palace Resorts Member Services
I am writing this letter to relay to you my experiences at the Palace Resorts in Cancun, where we were guests from August 1 to August 7 and to request cancellation of my contract and refund of monies deposited.
We arrived Cancun on July 30, it was already 6PM, we had been up since 3AM (bad flight connections), tired and hungry. We were pulled aside at the airport by Hugo, who we believed to be with the Cancun Visitors Bureau, who proceeded to guide us to a standup table, under the pretense that he was to confirm our printed transportation reservation, which we had booked from home. He advised us to sign the billet and then launched off into asking us about our vacation plans. We listened to him but initially were not interested in making any plans until our traveling companions arrived the next day, however, persistent Hugo said that we would not be able to take advantage of his deals once we left the airport building as he said they were not allowed outside, a federal building. Long story short, we yielded and purchased $150.00 worth of reduced price tickets in exchange for a presentation at the Cancun Palace.
The next day, we met for breakfast with Rodolfo Navarette at the Cancun Palace, took a quick tour of two rooms and then proceeded to the sales den. It seemed rather innocuous at first but then a speaker would speak. We were “shushed” and not permitted to continue our discussion until the new member introductions were made.
We were shown the glossy brochures of the various Palace resort and then given the introduction of the two levels of membership, imperial weeks, and an incentive round-trip. The entire concept of membership just did not align with our idea of what we were interested in. As we were about to leave, Rodolfo then introduced the idea that, while the “equity trade” or timeshare transfer program was no longer an option, he could ask his superior to do that for us—but he would only would ask his superior if we were in fact going to go ahead with it. We considered it and after some further calculations, we said we were not interested and were getting ready to leave. By now we were approximately two hours into the sales presentation.
We simply weren’t interested because it just didn’t make sense to outlay a significant amount of money ($19,000) and still have to pay for the use weeks. Rodolfo explained that the preferential rates for members, of course, were significantly lower than what nonmembers would pay. This point was driven several times as I questioned the value of membership. At some point, then, Ulises Gonzalez took over the presentation and indicated that he could make our investment even more valuable by increasing the amount of our timeshare trade-in. Now we have been contacted by Palace Resorts and being offered the opportunity to “buy back” our timeshares for close to $2,000 USD, which transaction, as stated earlier is absent from the body of the main contract.
For reasons, I now seriously regret, we agreed to the purchase of Palace Resort Membership—depositing $9500 of the purchase amount plus $690 in administrative fees on my credit card and paying the balance of $9500 over 48 months. Overall, we were at this presentation from 8:30 through 2:00 PM. We didn’t even have lunch.
Since we left Cancun, we have been researching the value of the membership investment and it is simply not as promised. The savings we were told we would have because of membership was just not so. Opportunities abound for nonmembers to purchase all inclusive vacations at Palace Resort properties at or below the printed preferential rate sheet provided to us. Additionally, we have grave concerns about the timeshare trade-in that formed the basis for our reduced price. First, the trade-in is not even detailed in the body of the membership contract. This omission was not apparent as it was mentioned in an exhibit sheet that was initialed by my wife and I but had no acknowledgement from Palace Resorts. Further research with others transacting with Palace Resorts who have been promised transfer of their timeshares-- never took place, leaving them with collection agencies after them for maintenance fees on what they thought was transferred property.
Additionally, while we were reviewing the contract documentation provided to us, there was nothing advising us of right to cancel our contract within five days—nor were we advised orally of this right. Had we been so advised, we would most likely be in this predicament. I perused the Federal Consumer Office (PROFECO) website, which advises that we should have been advised of our right to cancel and further, that said contract document should display the PROFECO registration number, which is notably absent from the documents given to us.
While our incentive stay at the Palace Resort (Moon Palace) was superb—the staff at every turn was courteous and friendly, our experience from the aggressive sales process starting from the misrepresentation at the airport to the Cancun Palace has left us with distinctively adverse feelings. If the membership program were truly an investment to behold, then such aggressive stout sales tactics would be unnecessary. Unfortunately our realization after research these past several weeks that the representations of this being a sound investment are just not supported have racked us with stress and disbelief that we were treated in such a manner. We have lost sleep and our peace of mind.
Therefore, we are writing to request the cancellation of our membership and the return of our deposit of $9,500.00 USD and administrative fees of $690.00 USD, as well as the cancellation of all further charges for our membership. We have dealt with your company in good faith, with open minds and trust in your representations. Please do right by us and it is our sincere hope that as a leading resort and hospitality company in Mexico, that you will do the right thing and cancel this membership now.
Kindly acknowledge receipt of this letter and outline for us the next step to be taken to complete cancellation of our membership, and the refund of our deposit and fees.
Sincerely,
Jose and Dynnah Tauro
CC:
Mr. Frank Maduro
VP Marketing
Palace Resorts, Inc.
8725 NW 18th Terrace. Suite 301
Miami, Florida 33172
Profeco
Sede nacional de la Procuraduría Federal del Consumidor.
Ave. José Vasconcelos 208 Col. Condesa,
Del. Cuauhtémoc, México, D.F. 06140
September 2, 2011
Mr. Roberto Chapur, President
Palace Resorts, Inc.
8725 NW 18th Terrace. Suite 301
Miami, Florida 33172
Dear Mr. Chapur, Mr. Maduro and Palace Resorts Member Services
I am writing this letter to relay to you my experiences at the Palace Resorts in Cancun, where we were guests from August 1 to August 7 and to request cancellation of my contract and refund of monies deposited.
We arrived Cancun on July 30, it was already 6PM, we had been up since 3AM (bad flight connections), tired and hungry. We were pulled aside at the airport by Hugo, who we believed to be with the Cancun Visitors Bureau, who proceeded to guide us to a standup table, under the pretense that he was to confirm our printed transportation reservation, which we had booked from home. He advised us to sign the billet and then launched off into asking us about our vacation plans. We listened to him but initially were not interested in making any plans until our traveling companions arrived the next day, however, persistent Hugo said that we would not be able to take advantage of his deals once we left the airport building as he said they were not allowed outside, a federal building. Long story short, we yielded and purchased $150.00 worth of reduced price tickets in exchange for a presentation at the Cancun Palace.
The next day, we met for breakfast with Rodolfo Navarette at the Cancun Palace, took a quick tour of two rooms and then proceeded to the sales den. It seemed rather innocuous at first but then a speaker would speak. We were “shushed” and not permitted to continue our discussion until the new member introductions were made.
We were shown the glossy brochures of the various Palace resort and then given the introduction of the two levels of membership, imperial weeks, and an incentive round-trip. The entire concept of membership just did not align with our idea of what we were interested in. As we were about to leave, Rodolfo then introduced the idea that, while the “equity trade” or timeshare transfer program was no longer an option, he could ask his superior to do that for us—but he would only would ask his superior if we were in fact going to go ahead with it. We considered it and after some further calculations, we said we were not interested and were getting ready to leave. By now we were approximately two hours into the sales presentation.
We simply weren’t interested because it just didn’t make sense to outlay a significant amount of money ($19,000) and still have to pay for the use weeks. Rodolfo explained that the preferential rates for members, of course, were significantly lower than what nonmembers would pay. This point was driven several times as I questioned the value of membership. At some point, then, Ulises Gonzalez took over the presentation and indicated that he could make our investment even more valuable by increasing the amount of our timeshare trade-in. Now we have been contacted by Palace Resorts and being offered the opportunity to “buy back” our timeshares for close to $2,000 USD, which transaction, as stated earlier is absent from the body of the main contract.
For reasons, I now seriously regret, we agreed to the purchase of Palace Resort Membership—depositing $9500 of the purchase amount plus $690 in administrative fees on my credit card and paying the balance of $9500 over 48 months. Overall, we were at this presentation from 8:30 through 2:00 PM. We didn’t even have lunch.
Since we left Cancun, we have been researching the value of the membership investment and it is simply not as promised. The savings we were told we would have because of membership was just not so. Opportunities abound for nonmembers to purchase all inclusive vacations at Palace Resort properties at or below the printed preferential rate sheet provided to us. Additionally, we have grave concerns about the timeshare trade-in that formed the basis for our reduced price. First, the trade-in is not even detailed in the body of the membership contract. This omission was not apparent as it was mentioned in an exhibit sheet that was initialed by my wife and I but had no acknowledgement from Palace Resorts. Further research with others transacting with Palace Resorts who have been promised transfer of their timeshares-- never took place, leaving them with collection agencies after them for maintenance fees on what they thought was transferred property.
Additionally, while we were reviewing the contract documentation provided to us, there was nothing advising us of right to cancel our contract within five days—nor were we advised orally of this right. Had we been so advised, we would most likely be in this predicament. I perused the Federal Consumer Office (PROFECO) website, which advises that we should have been advised of our right to cancel and further, that said contract document should display the PROFECO registration number, which is notably absent from the documents given to us.
While our incentive stay at the Palace Resort (Moon Palace) was superb—the staff at every turn was courteous and friendly, our experience from the aggressive sales process starting from the misrepresentation at the airport to the Cancun Palace has left us with distinctively adverse feelings. If the membership program were truly an investment to behold, then such aggressive stout sales tactics would be unnecessary. Unfortunately our realization after research these past several weeks that the representations of this being a sound investment are just not supported have racked us with stress and disbelief that we were treated in such a manner. We have lost sleep and our peace of mind.
Therefore, we are writing to request the cancellation of our membership and the return of our deposit of $9,500.00 USD and administrative fees of $690.00 USD, as well as the cancellation of all further charges for our membership. We have dealt with your company in good faith, with open minds and trust in your representations. Please do right by us and it is our sincere hope that as a leading resort and hospitality company in Mexico, that you will do the right thing and cancel this membership now.
Kindly acknowledge receipt of this letter and outline for us the next step to be taken to complete cancellation of our membership, and the refund of our deposit and fees.
Sincerely,
Jose and Dynnah Tauro
CC:
Mr. Frank Maduro
VP Marketing
Palace Resorts, Inc.
8725 NW 18th Terrace. Suite 301
Miami, Florida 33172
Profeco
Sede nacional de la Procuraduría Federal del Consumidor.
Ave. José Vasconcelos 208 Col. Condesa,
Del. Cuauhtémoc, México, D.F. 06140
Comments
STAY WAY FROM PALACE RESORTS- DON'T EVEN THINK ABOUT IT!
Mr. Chapur;
I am writing this letter to convey to you my experience at the Moon Palace Resort in Jamaica, where my wife and I were guests from March 4 to March 7, 2016. I would also like to request the cancellation of my contract and a full refund of my deposited money and installation payments.
Let me begin with our departure from Detroit Metro Airport (DTW) on Friday, March 4, 2016 at 5:00 a.m. with an expected short layover in Charlotte, North Carolina (CLT). We finally arrived in Jamaica around 2:00 p.m. that afternoon. My wife and I had been awake since 3:00 a.m. due to a required early arrival at the airport, unexpected layover delays, customs and immigration in Jamaica, and then a long delay waiting for your resort transportation not being available when we arrived. We finally arrived at the Moon Palace Resort three hours after our airplane landed in Jamaica. Needless to say, we were both exhausted and wanted nothing more than to begin our vacation with a cold drink and a meal.
This did not happen. The resort registration was chaotic and very intrusive. The wristbands made us feel like we were not staying at an amusement park. After 20 to 30 minutes of standing at the registration desk filling out paperwork, we were escorted to another desk under the pretense we were going to our room soon. This is where we met Aurora, guest service representative, who proceeded to launch into a very long history of how the Palace came to Jamaica and what our vacation plans were for our three very short days at the resort.
Aurora persistently said we would have to schedule with her at that time or we would not be able to take advantage of the resort credits for your spa or tours once we left her desk. We listened to her but were not interested in making any plans until the next day when we were rested. Since we were only staying three days at your resort, we scheduled for an 8:30 a.m. appointment to listen to the membership program which we were told it would be a half hour to an hour long during breakfast.
The next morning, we met another salesman for breakfast and a small sales pitch. It then turned into a tour of the different resort “members only” rooms and then we proceeded to the sales den.
We were shown (not given) the glossy brochures of the various Palace resorts available and then given the introduction of the different levels of membership, imperial weeks, and the referral incentive program.
With this vacation only being our second vacation ever out of the United States, the entire concept of purchasing a membership just did not align with our idea of what we were interested in. As we were about to leave, he then introduced the Interval International program at $607 for seven nights/eight days at a large number of hotels anywhere in the world. He showed us a map on his cell phone of all the places in the United States, covered with hotels that are in this program. We considered it mainly for the hotel program and after some further calculations, we said we were not interested and were getting ready to leave. By now we were approximately two hours into the sales presentation on our second out of three days at your resort.
We simply weren't interested because it just didn't make sense to pay a significant amount of money ($14,530) and still have to pay for the use weeks. He further explained that the preferential rates and all of the extra “benefits” for members, of course, were significantly lower than what non-members would pay. This point was driven several times as we questioned the value of membership.
For reasons I now seriously regret, we agreed to the purchase of Palace Resort Membership. We deposited $2,062.50 of the purchase amount plus $780 in administrative fees on my credit card before the end of the meeting. Overall, we were at this presentation from 8:30 a.m. until sometime in the afternoon. We spent most of our second out of three days in this presentation.
Since we left Jamaica, we have been researching the value of the membership investment and it is simply not as promised. The savings we were told we would have because of membership was just not so. Opportunities abound for non-members to purchase all inclusive vacations at Palace Resort properties at or below the printed preferential rate sheet provided to us. Additionally, we questioned the Palace reservation staff about trading-in a week to Interval International and were told it would cost us an additional $435.00; which we were never informed of. The promised $607.00 per week for the use Interval International is not valid; for whatever reason.
Additionally, while we were reviewing the contract documentation provided to us, there was nothing advising us of right to cancel our contract within “five days" nor were we advised orally of this right. Had we been so advised, we would most likely NOT be in this predicament. I perused the Federal Consumer Office (PROFECO) website, which advises that we should have been advised of our right to cancel and further, that said contract document should display the PROFECO registration number, which is notably absent from the documents given to us.
While our very short stay at the Moon Palace in Jamaica was nice and the Jamaican staff at every turn was courteous and friendly, our experience from the aggressive sales process starting from the misrepresentation at the front desk has left us with distinctively adverse feelings. If the membership program were truly an investment to behold, then such aggressive stout sales tactics would be unnecessary.
Unfortunately our realization after research these past several weeks that the representations of this being a sound investment are just not supported have racked us with stress and disbelief that we were treated in such a manner. We have lost sleep; trust in the Palace Resorts, and our peace of mind. Therefore, we are writing to request the cancellation of our membership and the return of our deposit of $4,726.56 USD and administrative fees of $780.00 USD, as well as the cancellation of all further charges for our membership.
We have dealt with your company in good faith, with open minds and trust in your representations. Please do right by us and it is our sincere hope that as a leading resort and hospitality company in Mexico, that you will do the right thing and cancel this membership now. Kindly acknowledge receipt of this letter and outline for us the next step to be taken to complete cancellation of our membership, and the refund of our deposit and fees.