Complaint Review: Sunterra - Interval International

I tried making an online reservation for a timeshare in Cancun using Interval International's website. Having difficulties I called Interval. They told me that my reservation had to be made through Sunterra.

I contacted Sunterra and a woman took my reservation. She read me the hotel description and went over the fees. I approved the reservation. Two weeks later i had to change my reservation.

I contacted Sunterra, made the changes and paid the fee for changing my reservation. I received my confirmation in the mail and we went on our trip. Upon arrival at the hotel I was asked for my credit card to charge more than $1,000 for the week for the "all inclusive option". I told them that I did not want the option - just the room.

They informed me that it would not be possible. At no time in my two conversations with Sunterra did they tell me that I would have additional expenses. I used my credit card and started planning on contacting Sunterra when we returned.

Upon returning home I looked at the Interval web site and there are two codes for the hotel - one for just hotel use and one for the all-inclusive use. I took a screen capture of the website.

I called Sunterra and they began "reviewing" my case. I was given an address to send a written complaint to. I did. I contacted Sunterra and asked about my case and was told it was being reviewed.

After three months of toying with me and my continual attempts to get a refund for my expense I was denied. I then contacted the credit card company but according to their policies too much time had lapsed since the purchase for them to dispute it.

I have used Sunterra since. I will continue to because I'm an owner and have an investment in the timeshare - but I warn anyone considering a purchase from them that their business practices are not focused on the customer.

Ryan
Petersburg, Alaska
U.S.A.