The complaint has been investigated and
resolved to the customer's satisfaction
Royal Elitemisrepresentation 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.



  • Ma
    manfish44 Sep 17, 2014
    This comment was posted by
    a verified customer
    Verified customer

    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.

    0 Votes
  • Br
    Brad304 Mar 15, 2013
    This comment was posted by
    a verified customer
    Verified customer

    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:


    0 Votes
  • Ac
    Acheron May 26, 2010
    This comment was posted by
    a verified customer
    Verified customer

    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!"

    0 Votes
  • Ge
    Gedeon May 26, 2010

    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.



    0 Votes
  • Jg
    J. Gonzalez May 05, 2010
    This comment was posted by
    a verified customer
    Verified customer

    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.

    0 Votes
  • Ac
    Acheron Jan 15, 2010
    This comment was posted by
    a verified customer
    Verified customer

    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!"

    0 Votes
  • Ba
    backbonne Oct 23, 2009

    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. [email protected]

    1 Votes
  • Ul
    ulcerdeal Oct 14, 2009

    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!

    1 Votes

Post your comment

    By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions



    Unhappy consumers gather online at and have already logged thousands of complaints.
    If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
    One of the largest consumer sites online. Posting here your concerns means good exposure for your issues.
    A consumer site aimed at exposing unethical companies and business practices.
    ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people.
    You'll definitely get some directions on how customer service can best solve your problem.
    Do a little research on the seller. Visit consumer complaint websites like ComplaintsBoard.