- Report: #327537
Complaint Review: Sunset Hotels - Cancun
-
Author Confirmed
Why?
Sunset Hotels
www.royalsunset.com Cancun, Mexico
Phone:
52 998 881 4500
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Sunset Hotels This company refuses to acknowledge our consumer rights to cancel as stated in their contract Cancun Mexico
When in cancun at the end of February a friend of mine and I signed a timeshare contract with Sunset Hotels. After consideration of the cost and talking with a few other people who had visited the resort that day we decided the "deal" was not a good deal. So we return two days later to the resort to cancel the contract, which is allowed per the contract.
We were quickly taken into an office right off the beach and told we signed a document saying we could not cancel within 5 days. I asked Manuel Novelo to produce that document. He was gone for a while then returned saying he could not find the document. I told him he would have to produce the document or accept our letters of cancellation.
He said he would take them and give them to the legal office. He never offered us a form, letterhead or signed the document. We were given a pad of paper and my friend and I both wrote cancellation letters and asked them to give us a copy.
I wish now we would have asked for this signature, but after the difficulty we had in getting just a piece of paper to write on, I wanted to get out of there. I returned home within a few days and sent an e-mail to ensure they had received and recognized our cancellations.
This e-mail was also sent within 5 days of the contract. They have failed to recognize the cancellations and they failed to refund the money to my credit cards within 15 days per Mexico Laws. They are now not even answering my e-mails even though their legal office finally admitted the office I described by the ocean (with pictures of race cars and a women with a child) is there.
However, they said they don't have a video tape to prove we were there, only a video of us signing the contract. They even offered to release us from one of the contracts, but want to hold us to the other one. Here are the names of the two people I have e-mailed so far, but I can't find the name of the developer. Oscar Mario Zepeda [email protected] and Delia Martinez Customer Service Sunset Group
011 52 998 8818750 ext. 212 Fax 011 52 998 884 5591
Laura
Brighton, Michigan
U.S.A.
We were quickly taken into an office right off the beach and told we signed a document saying we could not cancel within 5 days. I asked Manuel Novelo to produce that document. He was gone for a while then returned saying he could not find the document. I told him he would have to produce the document or accept our letters of cancellation.
He said he would take them and give them to the legal office. He never offered us a form, letterhead or signed the document. We were given a pad of paper and my friend and I both wrote cancellation letters and asked them to give us a copy.
I wish now we would have asked for this signature, but after the difficulty we had in getting just a piece of paper to write on, I wanted to get out of there. I returned home within a few days and sent an e-mail to ensure they had received and recognized our cancellations.
This e-mail was also sent within 5 days of the contract. They have failed to recognize the cancellations and they failed to refund the money to my credit cards within 15 days per Mexico Laws. They are now not even answering my e-mails even though their legal office finally admitted the office I described by the ocean (with pictures of race cars and a women with a child) is there.
However, they said they don't have a video tape to prove we were there, only a video of us signing the contract. They even offered to release us from one of the contracts, but want to hold us to the other one. Here are the names of the two people I have e-mailed so far, but I can't find the name of the developer. Oscar Mario Zepeda [email protected] and Delia Martinez Customer Service Sunset Group
011 52 998 8818750 ext. 212 Fax 011 52 998 884 5591
Laura
Brighton, Michigan
U.S.A.
1 Updates & Rebuttals
Laura
Brighton,Michigan,
U.S.A.
Sunset Hotels - Resolution of Timeshare Cancellation
#2Author of original report
Sat, April 26, 2008
The misunderstanding regarding the cancellation of my membership has been resolved and the Sunset Group has informed me that the refund was already in process at the time I posted this comment. Sunset Royal has contacted me (April 24, 2008) regarding the cancellation of both contracts cancelled within 5 days at their Sunset Royal Resort in Cancun Mexico. I filed this complaint because there were no responses to my e-mails from the end of March until the time I posted this complaint. However, once this report was filed I received a call within 4 days from their corporate office explaining the cancellations were accepted and they began processing the refunds last week prior to seeing this report. We now believe there may be a problem with our server (yahoo) blocking their e-mails, since I am not receiving messages from their company even from the corporate office. In fact, in order to receive written confirmation regarding the cancellation yesterday, we had to send the e-mail through a friend of mine with a different server. This may be because they have a .mx in their address. They placed the cancellation on hold until I wrote an update explaining they already approved the cancellations. However, they will take off the hold once this update appears and I should receive my refund within 10-15 days. They also said they will send me written notices of cancellation. I would like to say thank you to Jennifer Snyder from the corporate office for her help in resolving this situation. (In case anyone is having trouble and you have already worked with someone from the company her contact information is [email protected] 786- 513-1772.
