The complaint has been investigated and
resolved to the customer's satisfactionResolved Royal Elite — misrepresentation at sandos royal elite (scam)
resolved to the customer's satisfaction
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.
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.
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.