Royal Elite reviews and complaints
scammed by Royal Elite
By posting this complaint we are hoping to get the attention of our fellows who have been scammed by Royal Elite and its representatives, we attended the sales meeting with Richard Quinones who claims to be the sales manager in this place, even if this is true the rest of the information was misrepresented by this guy.
We started to deep-dive into the contract clauses and our big surprise was that we found the following discrepancies between what was stated to versus what was in the contract:
-we did not get 4 SANDOS weeks as sold to us during the arrangement and according to what Richard Quinones assured
-we were not told we had 5 business days to cancel the contract with no penalization
-we were told we shall get an ALL INCLUSIVE deal in the quoted price but the contract does not state that and we have to pay for the same as everyone
-we were told that this purchase can be seen as an INVESTMENT, assured by Richard Quinones, in the sense we will be making profits and we will be able to sell and rent our weeks with ease through their brokers
-our experience at the front desk during our stay was painful and irritating at best, the front desk folks are unwilling to answer any questions effectively, this statement was even agreed by Richard Quinones and salesmen, they were innumerable complaints from members at the resort and the front desk personnel refused to handle issues properly because all members were complaining about getting different rooms to what they were promised and sold by the salespeople.
To finalize this is not an investment and do not buy for vacationing because you can get better deals on the web, do not fall into his lies or if you see him or receive an invitation from any person to attend the vacation program meeting (timeshare program) just refuse the invitation you receive, we would assure you that even the person who invites you to this meeting is lying.
Company Business Name: Royal Elite - Sandos hotels
Country of complaint: Mexico
Website: sandos.com
The complaint has been investigated and resolved to the customer’s satisfaction.
News Letters
Dear Royal Elite Members, My name is Diana Davila, Customer Service Manager of Royal Elite Sandos Hotels. There are some members that purchased their memberships before Sandos Hotels took over Royal Elite in October 2009 that are using this website. I believe they may not be aware of the many improvements that we have done in the company in order to...
Read full complaint and 2 commentsSCAMMED
They are absolute scammers! Be aware! Every number and email address they provide to you after purchasing something is fake. There is NO way to get into contact with these cowards after they completely RIP you off. Disgraceful company.
Company Business Name: Royal Elite
Country of complaint: Mexico
We purchased a Royal Elite timeshare with Sandos Caracol for a studio unit. One year later when we attempted to book the unit we were sold, we were told that unit does not actually exist at that resort. We can go to the "Superior" room, or pay extra weeks to be upgraded, IF they can accomodate us at the time. They are deceitful. Beware! This is a forum with more angry royal elite timeshare owners:
http://www.timesharescam.com/timeshare-complaints-resorts-black-list/6-royal-elite-sandos-timeshare-complaints/
My husband & I were scammed by these crooks . We gave a down payment of $3, 600.00 but the next day had second thoughts & told them we wanted to cancel, this is within the 4 days you have to change your mind . But the sales rep. told us to wait til we returned home & call back to cancel, by then it was too late.
Angry & Frustrated
misrepresentation at sandos royal elite (scam)
Recently on our visit to paradise in mexico, our first visit anywhere outside of canada and us, we attended a, what was supposed to be a brief 90 minutes, presentation on a royal elite membership, it turned into hours...
We were convinced, or more like coerced, into making the purchase.
The following day we requested some additional information that had been presented during the presentation and for some reason that information was no longer available to us. Yet in a later email derek says all the paperwork from the presentation is still there. Then why we were told it wasn´t? Afraid that we would cancel before the illegal waiver of the 5 day cancellation period was up? You bet we would have!
We had requested some "working notes" that were made during the presentation by the sales team, that were discussed as part of the deal and when we had a chance to sit down and go over the contract on our down, there were items that were not exactly as we were told during the presentation.
Those items are mainly (But not limited to) being:
1.-the 5 day contract cancellation issue
2.-the buy back of weeks and how that worked
3.-liability issue if we privately sell weeks
4.-the use of the yacht club (Which is non-existent)
5.-number of people (Adults) that can stay in a 1 bedroom unit
6.-all inclusive rates for children
1.- we were made to sign a waiver of our 5 day contract cancellation rights. Had we know that was illegal and thereby not valid we would have made contact regarding cancelling/voiding the contract within the 5 days, as we realized before the 5 days that there were discrepancies as to what we were told and what was in the actual contract.
2.- we were told and they guaranteed that in the beginning of each year all we had to do was call up and they (Vaguely referred to re) would buy back any weeks that we would not be using for $700 usd per week.
3.- derek told us that we could sell weeks privately rather that through re, we questioned derek about our liability if we were to sell privately. He told us that once the reservation was transferred to the contract that is not the case.
All properties will take an imprint of a credit card and attempt to get any funds due to damage from that card but should that not be able to and if the client does not have insurance you will in the end be held responsible. That was not what he said at the presentation, we were out and out lied to.
4.-we were told that there was a yacht club component to this package and that it would allow us the rental of any of the royal elite yachts. That component seems to have been left out of the contract and when we mentioned that derek at the presentation brought us a glossy 1 page poster that he had wrtitten our names on and he had signed. He told us that was all we needed and in an email since then he also says that the yacht club was in our contract.
We met derek a few days after the presentation and we asked him about the possibility of using that service during the week that we were at sandos caracol. He said that being the busiest week of the year it was booked solid, we said we tought we would just go check it out anyway for next time, then his story changed and he told us there wasn´t a yacht club at this location. Later in an email he wrote that we should have known that there was no yacht ckub since we were staying there (You stayed there so that should have been obvious).
5.-we were told that a 1 bedroom could comfortably accomodate 6 adults. Of course derek earlier had first asked how many children we had and we had told them we had 2 grown sons and their wives. The paperwork that came later with the contract shows: one bedroom deluxe room to accommodate max 4 adults and 2 children.
*not suitable*.
6.- on page 3 of our contract it states "free stay fro children under 12 years old" (Children is the plural for child). On page 7 of the contract it states "children less than 2 years old stay free". For children 2 and older, 1st stay free, any additional pay 50% of the current rate.
Minors from 0-2 years old - do not pay all inclusive rate, sharing a room with one - two adults.
The 1st 2-12 years old child - do not pay all inclusive rate.
The 2nd from 2-12 years old child - 50% discount shall apply when sharing a room with one or two adults.
Rather confusing!.
We don´t understand that if this membership is so wonderful, as they assured us, why the deceptions? It should sell itself without many and many lies.
Bad24.
Company Business Name: Royal Elite at Sandos
Country of complaint: Mexico
The complaint has been investigated and resolved to the customer’s satisfaction.
Hello fellow complainers. I have an original owners time share at the Finisterra Cabo San Lucas and purchased the royal elite last Oct. I was told I guess because they knew I was a fisherman that I could use one of 5 sport fishing boats from 47' to 52' with captain and mate for just the cost of fuel. Now I find out that there luxury yachts and cost around $1, 600 for 5 hours. The all inclusive I was told ran between $60 and $120. But when I go in the lowest season it's $90. What happened to the $60?' Also told that I could call anytime, even a day before and get a room. Not the case I found out, but I was able to book one day of royal elite for a Sunday then use my original owners week which starts on a Mon, then using the other days of the royal elite for the last week. That is nice. It's just to bad that Cabo just got destroyed and have to shift my trip to somewhere else. I say give them a chance.
Royal Elite doesn't have the best reputation regarding timeshares in Mexico, i've heard that the presentations are very long lasting and high pressure, and that the salesperson claims that the all-inclusive fee is per couple, but in reality it is per person per night. Clients can often book the vacation cheaper online without using their timeshare, than with booking their timeshare and paying the maintenance fees and all-inclusive fees. This is a forum with more royal elite timeshare owners who feel they were scammed:
http://www.timesharescam.com/timeshare-complaints-resorts-black-list/6-royal-elite-sandos-timeshare-complaints/
Hi Gedeon!
Glad to hear that things are working out for you!
You are a more forgiving individual than I ... I wouldn't recommend Royal Elite by Sandos Hotels to ... anyone.
I don't feel that you gain anything by paying an up front timeshare fee, as you pretty much pay for all of your RE perks through the AI fees?
Check out the RE-Connections Google Group to see what the biggest complaints are: AI fees are hard to find in order to plan a trip and the AI fees are too high.
Royal Elite by Sandos Hotels? Just say no!
All the best, Acheron
"Light up the darkness!"
http://www.royalelite.ca
Hi there,
I must say that when we bought two years ago the timeshare at Royal Elite it became a nightmare in many ways, but since last year they have really change things around and now there is always someone at the ohter end of the phone line.
we reacently visited Sandos Playacar and paid a visit to one of the costumer service reps and they gave us the Platinum Royal Elite Exchange Membership which has a value of 700 dollars as a compensation for all the past troubles. I believe on second chances (we all deserve them), and though Royal Elite did wrong in the past, I see that they are really trying to change this image.
other than this painful experience at the begining of the purchase, I have nothing but wonderful memories fo this wonderful resort. With this new management, I totally recommend this place.
cheers,
Gedeon
It´s a shame that this type of situations happens. Before signing your contract, assure you to read and understand all and each one of the points written in the contract. DO NOT sign your contract if you don’t find any of the verbal promises offered by the salesman. ASSURE you find all of them in written in your contract.
I recommend you to read these articles, hope this helps.
http://www.timesharescam.com/timeshare-cancel/
Hi backbonne!
When I first read your post ... I declined to comment.
But, given the recent flurry of comments on Complaints board lately, I decided ... what the heck, I'll give it a go!
Your post touches on all the contract problems that people post about ... which to me seemed odd ...
Let me explain why ...
How many weeks did you purchase?
According to your post, between July 2008 and July 2009 you stayed at Sandos four times, once for three weeks, and you also exchanged your Sandos week(s) as points with HCI for 30% off on airfare? Given what you have posted, it would appear that you have at least two Sandos weeks and six Elite weeks?
With those eight weeks, within the space of 12 months of purchasing, with six months advance notice (which you indicate as having done with no problems), your first trip would be around January 2009? That places your subsequent three trips between January 2009 and July 2009? All of which you booked six months in advance prior to even your first visit?
If all of the above is true, you are a very charmed individual!
Best regards, Acheron
"Light up the darkness!"
http://www.royalelite.ca
Hello,
I have been reading all this complaints and I am just shock hearing all this. My wife and I bought Royal elite 1 bedroom July 2008. Since that day we were return the resort 3 times this year. We have nothing but smile and we love the resort. We were there last thanksgiven and we upgraded for another week. Since we have all this SAndos and Elite weeks July 2009 we have stayed in 2 x 2 bedroom unit for a three weeks. We reserve 6 months in advance and had no problem with it. They said we can get discount with our RCI points and we did get 30% on our tickets. We did try to rent some of our weeks we couldnt trough HSI. But they change it to RSI now and it is working. Also they have new exchange company on their name Royal Elite exchange 5 year membership cost 699 but you dont ever have to pay exchange fee. Kids club open 10 am to 10 pm kids doesnt want to leave there ever. All the places we have been sandos was the best is the best resort.We are very happy with our membership we even re married at sandos on the beach because we had 2 x 2 bedroom unit they did not charge for wedding fee. I have nothing but good memory of that place I wil recommend anyone. I have no problem reaching anyone at royal elite if you have questions or concerns I will be happy to help you. backbonne@hotmail.com
We also went from the usa on vacation to mexico and of course the scam was that we would get a free trip to the mayan ruins and in exchange we had to go to their "90min" presentation, which turn out to be all day long... don't waste a day of vacation for just trying to get something free.
It has cost us more than the tours itself.
To make the story short, we ended up buying some weeks and then after really thinking about it, we decided to cancel our contract... ooohhh boy what a mistake! now it has been more than 2 months and they still haven't refunded us.
They have the worst customer service in the us and in mexico. I had already spent a lot of money on international calls since their office in va "the one who supposely handled all royal elite's issues abroad" can't do anything and finally ends up throwing the ball to their office in mexico.
You have no idea on how frustrating this has been. they are extremly unorganized not to say that no one know anything. no one can solve anything. they never answer to emails and phone calls they make you wait for long periods of time to finally give you the incorrect answer. nobody has a clue on what they are doing. they all say is because the company is being reorganized, but how can no one respond clearly and try to solve the issues in a timely manner?
Please be aware of all of these! don't let yourself get involved in what can cause you an ulcer and a big headache. we now learned and would definitely maintain away from royal elite.
I hope this helps a lot of people out there before they go an commit this big mistake, or maybe they see this before their 5 day cancellation period.
What usually sounds to good it is never true!
Fake Vacation Certificate
I vacationed at the Sandos Playacar last year and attended one of the time share tours, I did not purchase but I was given a vacation certificate for a free 1 week (8 days, 7 nights) for touring the hotel. The certificate says to just call [protected] or go on line at [protected]@royalelite.com.mx but it says the page does not exist. Has this happened to anyone else? Any advise?
Company Business Name: Sandos Playacar
Country of complaint: Mexico
Address: Riviera Maya
The complaint has been investigated and resolved to the customer’s satisfaction.
The Royal Elite Vacation Club in Sandos management was recently changed in 2013 because of complaints about timeshare scams and misrepresentation based upon the fact that sales representatives didn’t have any guidelines and could embellish the product to push the sell. This led to complaints, the owners of Sandos quickly realized what was happening and restructured everything in terms of staffing and now its nothing but positive feedback from fellow members.
Check out their reviews on Facebook there are literally zero complaints about Royal Elite Vacation Club after 2013 since the change of management.
I have been a member since 2013 and have no complaints whatsover I couldn´t be happier I think that the above complaints are no longer relevant as they are referring to the old management and by extension old business practises and product.
Royal Elite is known for being one of the most fraudulent timeshare companies in Mexico: Salesperson claims that the all-inclusive fee is per couple, but in reality it is per person per night. Clients can often book the vacation cheaper online without using their timeshare, than with booking their timeshare and paying the maintenance fees and all-inclusive fees, being that said, you definitely don't wanna end up with a Royal Elite Timeshare. Here is a forum with more angry Royal Elite Timeshare owners:
http://www.timesharescam.com/timeshare-complaints-resorts-black-list/6-royal-elite-sandos-timeshare-complaints/
My husband and I bought a timeshare from Royal Elite at Sandos Playacar in 2008. The location is gorgeous and the resort does have nice accommodations, but if it sounds too good to be true, it usually is. We paid $22, 000 USD for 1 Elite Week and 3 Sandos Weeks per year; they are "floating" weeks that we can use whenever we want. The initial investment does not include our annual maintenance fee of $499, nor does it include our all inclusive fees per person or transportation from the airport.
For 2 adults, with the maintenance fee, all inclusive rates, and round trip tickets, the total for our trip every year is approximately $2400 for 7 days. I guarantee if you check Expedia, Book It, Priceline, etc., you can get a better deal with alot less aggravation than having to deal with the obvious lack of customer service that is present at this resort.
The wait staff is pleasant, but the customer service representatives that are employed by Royal Elite (who are on site at Sandos) seem to be unable to effectively accommodate your requests in a timely manner. For most people, requests realistically should be fulfilled within a few hours; Royal Elite apparently feels that whenever they get around to it is good enough.
While signing our contract, we were promised top shelf liquor for our bar in our room. We arrived on Sat. 6/5, and on Wed. 6/9 (2 days before we were leaving) our request was fulfilled. This was after speaking with 4 people every day, and my husband had to stearnly explain to the Royal Elite how disappointed we were in the their apparent lack of understanding to the importance of follow through. Last year when we vacationed at Sandos, the same exact thing happened.
We were promised free round trip transportation to and from the airport to the resort; when we made our reservations last year, we were told that because the mafia runs the transportation companies Sandos would not be able to accommodate our request. We pay $120/round trip to and from the airport to the resort every year.
The reservation process is aggravating as well. It will take at least 2 weeks and 5 emails to receive a response back from anyone at Sandos regarding reservation requests. They never seem to have any trouble responding right away when I contact them to arrange to pay my maintenance fee every year. And they don't send out an invoice for the maintenance fee; it's up to you to remember, and if you don't pay it then you can't make a reservation until you do.
If you buy, make sure all your requests are IN WRITING. The sales rep who walked us around and convinced us to buy is no longer there (big shocker), and because many of the things he promised us as "part of the Royal Elite family" were not true, and we have no recourse or way of proving these things were said or promised to us.
The Royal Elite Select Club is nice - it's air conditioned, has great snacks (fresh fruit, sandwiches, sushi, etc.) and top shelf liquor - but if you book through the resort you can upgrade and are able to utilize the Select Club without being an owner. There is a private pool and private seating area for Royal Elite members as well, but these areas again are available to anyone who pays a little more.
I would not recommend purchasing any timeshare property, especially in today's competitive economy. There are fantastic deals available online that don't lock you into a vacation spot for the next 25 years.
i'm still waiting for a response from Sandos Caracol Eco Resort in playa del carmen mexico concernimg the fact they were facilitators for what is looking like a scam that may be buisness as usual for the hotel. I got a feeling they may never respond to me hoping i'll just fade away. Stay tuned.
yes it happened to us and were pissed. We were given a fake certificate
yes it happened to us also, and im piised!
I know how you feel, and it seems like this is a common problen in Mexico. I purchased a travel program through Sandos Playacar at Royal Elite Timeshare Resort in Playa del Carmen last March and I requested to cancel within the 5 day grace period but they still have not refunded my down payment of over $9000 US dollars. I have been in touch with people there and they say they are working the process but it takes time. It has now been almost 5 months and I am losing faith they will ever pay me back. This is another forum with more complaints about this company:
http://www.timesharescam.com/timeshare-complaints-resorts-black-list/6-royal-elite-sandos-timeshare-complaints/
I believe we should do something about it, as I understand Mexican regulations forbid the offering of gifts, free vacation certificates or any other promotion strategies without informing the consumer the specific purpose of the offer. I want to complaint with PROFECO about this, and get my money back
Dear Royal Elite Vacation Club Members,
We have created a Quality Control Department within Customer Service for any clarification or special assistance you may need about your Royal Elite Vacation Club membership.
We also recommend you to visit our website for information and News about your membership www.royalelite.com such as New Royal Elite Units, New Water Park and Kids Club and a Members Only Beach Club at Sandos Caracol, New Resort Sandos San Blas at Canary Islands, etc...
Please feel free to contact us:
Quality Control Department
• E-mail Address:
customerservice10@royalelite.com, customerservice11@royalelite.com, customerservice12@royalelite.com
* From Mexico: [protected]
* From Canadá/Usa: [protected]
* From everywhere: [protected] Ext. 3208, 3207, 3213
Reservations Department
* E-mail Address: reservas@royalelite.com
* From Mexico: [protected]
* From Canadá/Usa: [protected] Ext. 3203, 3204, 3205
* From everywhere: [protected] Ext. 3203, 3204, 3205
Customer Service Department
* E-mail Address: customerservice@royalelite.com
* From Mexico: [protected]
* From Canadá/Usa: [protected]
* From everywhere: [protected] Ext. 3200
Finance Department
* E-mail address: finanzas@royalelite.com
* From Mexico: [protected] Ext. 4248 / 4278
* From Canadá/Usa: [protected] Ext. 4248 / 4278
* From everywhere: [protected] Ext.3240
Sincerely,
Erick Ferrari
Customer Service Manager
Royal Elite Sandos Hotels
Tel: [protected] Ext 3200
Desde Mexico: [protected]
From USA/CAN: [protected]
customerservice1@royalelite.com
www.royalelite.com
www.sandos.com
Hi,
I am going thourhg the asme bunch of lies today. I only paid a $1000 deposit because I was leary. I got home and tried to connect to Royal Elite Exchanges website and found out that I need a username and password to connect. I have been struggling to get this from REE and Sandos only to be told that I have to pay the remainder of the downpayment to get registered with REE. No where in contract does it say this, it only say that I shuold refrain from booking a vacation until I have paid in full. I have no issues with this at all however, I will not pay another cent until I can see what I paid for! I have heard that it is a nightmare to reserve with REE. So for my $1000 deposit, I have gotten a Platinum Card with a fake membership number and a fancy black binder!
I iwll fight this to the end and let you know ho wit goes from here on in.