The short story: My wife and I purchased a 'vacation club' membership from Royal Holiday in Cancun on 5/16/09 with a down payment of $3, 800. We then cancelled the contract on 5/18/09. It says in the contract that we signed that we have 5 days to cancel for a full refund and we should expect the refund within 15 business days. It is also Mexican law that we have 5 days to cancel. To date, about 1 month later, we have recieved no payment, they say they don't have the cancellation document (we've emailed it twice and faxed it twice) and they told me that even if they had the cancellation document, it wouldn't matter. We are now in legal procedings with them to recover our money AND have them acknowledge our cancellation.
Roque Baca Chavez (a slightly longer story): My interaction with Roque was our first clue that we had been scammed. He called me to 'settle the complaint'. I informed him of everything mentioned above. He told me, "Even if you have a cancellation letter, how are we supposed to believe you? It means nothing." I told him that I have the letter, written on Royal Holiday letter-head, that I wrote it IN THE CANCUN SALES OFFICE, that is has the signature of the same Royal Holiday representative that signed our sales contract, and I even included the business card of the Sales Manager who was there for the entire process. Roque's response: "The person who signed your letter (Hector Mendez) is no longer with the company so the letter means nothing. Ryan Grover (the Sales Manager) told me he doesn't remember you, so how are we supposed to believe you?" I repeated all of the facts above to him. Furthermore, I emailed the cancellation letter (scanned copy with proof that we faxed it as well) to Roque and he never responded to our proof. He simply said "So then you are not going to settle this complaint". I responded with, "I would like to settle the complaint by recieving a full refund per your contract and Mexican law". His response, "OK, I will forward this item to our legal collections department".
Last, and certainly not least, Roque had the audacity to say to me "Shame on you for believing our sales people" amongst many other ridiculous comments that are too many to share.
Here is Roque's information: His email addresses are [protected]@aol.com and [protected]@reservationscancun.com. He has a seperate company (??) called Travel Services International on the website www.reservationscancun.com. My goal is very simple and two-fold: First, that the truthful statement above helps in my efforts to recover the money Roque and Royal Holiday fraudulently are keeping from us and, second, put Roque, those like him, and Royal Holiday out of business for good.
Anyone who has been scammed in the past by this company can email Roque and Royal Holiday... you can tell him that Scott Weaver sent you. Please help me in this effort. Best of luck!
UPDATE: I've started a new blog at royalholidayscams.blogspot.com. Visit it and share your story, provide and receive tips to fight RH, and help eachother to get our money back!!!