Complaint Review: Preferred Guest Resort

I requested a credit refund but was denied by Preferred Guest Resort (a servicer for BestVacationsEver.com) for the charge of $95 for a hotel reservation that I did not authorize or agree to pay for without my consent, and for the charge of $299 that was posted to my account on 9/4/13 for the membership that was disguised as a vacation package. The company misrepresented its advertising and deceptive business practice to sell timeshare resorts to customers looking to spend their vacation.

I bought their promotional travel package on 9/4/13 and paid $299 for it hoping to take family vacation with my daughter in Orlando, FL. When I contacted the company on 11/22/13 to make a hotel reservation from 12/27-12/30, I was told Rosen Shingle Creek Resort was available so I agreed to book the reservation for the fee of $95 (including $50 peak period charge plus $45 reservation guarantee fee.)

Prior to my travel date, I found out on 12/13/13 they could not book Rosen Shingle Creek. The company attempted to contact me via phone and email me. I called back and left several VM but got no call back. I made several attempts and spoke to different agent and finally on 12/17/13 I was told that they confirmed they have the room but no one ever mentioned it’s a different hotel and no one checks with me before the charge is posted to my credit card for the hotel that I did not request. What really bothers me is that the company keeps my credit card on file without my knowledge and proceed to charge me for a transaction without my consent that I didn't know and agree to at all.

Timeline:

9/4/13 - Bought Pkg sale (Acct # 645245.)
11/22/13 - Spoke to Edward Smith to make a reservation for Rosen Shingle Creek between 12/27-12/30.
12/13/13 - Got a VM from Christy from PGR 800-251-6179 ext. 22243 at 11:25AM informing no property is available for the time I requested in Orlando; I was panic and called and left her VM.
12/15/13 – No call back so I called and left another VM. With Christy and Data Processing.
12/17/13 – No call back so I called and spoke to Tracy. She referred me to her supervisor Larry who assured me there is no problem with the hotel or my reservation, and that everything is confirmed. I mentioned Rosen Shingle Creek a few times and was told no problem.
12/22/13 – Found out Calypso Cay replaced Rosen Shingle Creek. Called and spoke to Yolanda, Elizabeth and supervisor Norma. I said I didn’t request Calypso Cay and was not happy with the choice but was told if I don’t want it just cancel but no refund or I would be charged $75 per day for a no show. Was put on hold and Norma cut me off and said she would called back. When she did, she said she couldn’t do much for me and she is only manager. I requested a refund and she said no but to call back and talk to Data Processing which does not return a call.

The company has poor customer service and unprofessional. I was cut off and got hang ups a few times. The last manager Norma told me that I sounded like a threat to her after I ask for a corporate number or the company’s legal department. She kept saying she would cancel my reservation and wanted to hang up. I had to say don’t cancel but let me speak to someone first for a better solution. I would like to request to hear all recorded calls that the company repeatedly said I agreed to these terms.

The company refused to refund the charges and threaten me with additional charges if I do not check into the hotel. I have not used their service before and have not checked into the hotel yet but it makes no difference to them. I pleaded and asked politely to no avail. I checked online reviews and saw many people posted negative comments about this company and warned of the hotel they forced you to stay about bed begs and head lice. Several people posted this company is a scam.

I am not comfortable dealing with this company and simply want my money back. The entire experience left a bad taste in my mouth not to mention I have also lost precious time to spend with my family during the holidays.

I request a full refund of $299 and $95 for the charges posted to my Visa card.