Complaint Review: Villa Del Palmar

We've been with Villa Del Palmar for years as owners.  Since 2011 they have been the worst.  We have 3 timeshares and have wonderful service from the other two.  My report is comparing apples to apples - as we are owners at other timeshares in Mexico.

In October 2012 - We booked a special trip to Cabo for a family wedding.  We booked it at Cabo.  A week before we left they called to confirm our booking and in the message mentioned Puerto Vallarta.  I almost didn't call back - thinking it was just an oversight.  I went ahead and called and sure enough, they incorrectly booked us in Puerto Vallarta.  They refused to do anything about it.  I had to ask for a supervisor.  I spent the next week, talking to the supervisor daily to get into Cabo as we originally requested.  I asked them to pull the "audio tape" of our booking - they said they couldn't do that.  They refused to get us into Cabo, pull the audio, reimburse us for $1 or even book us into another hotel - we all know through timeshares they could of worked something out - they totally refused.  Their answer was that we go to Puerto Vallarta.  

We ended up in Cabo, with nowhere to stay- calling the manager daily, staying at another hotel - I was never reimbursed for all my calls from Cabo to the states to call Villa Del Palmar.  Finally they were able to get us "OWNERS" into the worst room in the resort - right above the check in/bell hop - 2nd floor - so we heard the bell hops 24/7, tons of exhaust from every cab and van dropping of guests 24/7.  They refused to transfer us to a better room.  Meanwhile. down at the pool- we met numerous people who booked a week or two before on Travelocity type websites, go suites with an ocean view... were we owners of a "red season floating week" - got a studio - view of the parking lot right above check-in - after weeks of phone calls.

They finally pulled our audio tape - and they admitted they made two mistakes.  Their rep not only booked us at the wrong resort, they/he also input our email wrong - so we never got any email confirmations.  If their sales group hadn't called to try and book excursions - we would of never known and would not of had any place to stay in Cabo.

During all this, the supervisor we extremely cold and rude every phone call.  Never saying they were sorry, always blaming us.

Since this trip in October 2012 - they still refuse to reimburse us anything, and I just learned today that my"banking" of our 2011 and 2012 weeks "expired" - when I confirmed it in October 2012? ?  So now - we just lost two more weeks?  Their invoices for maintance fee's never arrive - and then a month or two later they send one with $75.00 late fees for each month.  They are predatory and lack integrity.

I will NEVER go to a Villa Del Palmar resort again - My treatment at the resort about our room was also cold and disrespectful. I've never posted on the web about a company before, however this has been a pattern with Villa since 2011. Owners get the worst rooms - and total disregard.

DO NOT BUY FROM THEM !!!  Do not vacation with them - their are many reputable companies in Mexico-  Villa Del Palmar is not one of them.   RUN !!