Unlimited Vacation Club
Reviews and Complaints

12/07/2020: Unable to contact company via customer phone number (1-877-923-2582). I am requesting a cancellation of the contract and a complete refund of any payments made so far. We have been unable to travel due to Covid restrictions and it is completely unethical that this company has continued to charge our credit card for monthly payments.

Unlimited Vacation Club sold us a timeshare that was totally different on paper than what they actually sold us.
From the very moment of arrival at Secrets, we were constantly bothered about a 90-minute consultation. Finally, we decided that we would attend and *4-hours later we are trying to do anything to get out of their stronghold. We signed a carbonless paper contract that stated we would receive 3-individual weeks stay in a "Preferred Club Swim-Out Suite" at any RCI/UNLIMITED VACATION VIP premium resort. This was explained quite clearly that we would get to stay in a room just exactly like the one we stayed in.
I started doubting that this company was legitimate so I printed out the 40-page contract document and started reading it and to my complete surprise, it was not at all what I had signed originally.
I called them on 03-04-20 and they politely said they would turn it over to their cancellation department and have someone contact me in 1-3-days. They acted like it was common and they would refund my money, they conveyed no hesitation or problem with a refund.
We were assured that we could stay in the exact hotel room that we stayed in on our stay 01-22-20, a luxury swim-up room. I repeatedly ask this specific question "Am I going to get 3-weeks in this exact same room, guaranteed?" They repeatedly said yes, without a doubt. This was not the case, the on-line contract clearly states that those rooms are not included.
Unlimited Vacation Club stalked us upon arrival at the hotel. They lied to us and forged a written document. They did not and cannot offer what they offered verbally and on paper (the one we signed and agreed to). They lied, cheated and stole our money.

10/24/2020
Check-In to AM Resort property Secrets Maroma Beach, Riviera Maya Mexico
Within one hour of check-in, we are offered to attend a resort presentation the next day and accept. We are told the presentation would be 90 minutes and we book for 8 a.m.
10/25/2020
We started our resort presentation at 8:00 a.m. with Unlimited Vacation Clubs (UVC). Within the first hour, we informed them that we had a UVC trial membership 5 years ago and did not renew because we believed the membership had no value. For the main membership privilege (which was discounted AM Resort reservations), we could reserve resort rooms much less on our own, than with the membership and all of the restrictions. We were assured that so much had changed since those early days, that we would be very excited to hear about all of the changes. We agreed to continue to listen.
We purchased a trial membership from UVC 10/10/2015 at the AM Resort Sunscape in Curacao. This 5-year trial membership expired 10/9/2020 and we did not renew.
The 90-minute presentation turned into a 6.5-hour presentation (378 minutes). The ordeal took an entire day out of our vacation. We signed the new agreement under duress. So many UVC people kept coming to our table with a new pad of paper, writing new numbers, talking about all the benefits, then going away - spinning us. When we asked to speak to a member to get their input, the head of the operation came over quickly to get the deal closed immediately. Threw in many more low value items then said this is as good as it gets, as I'm the boss.
What we were told in the sales process:

Issue #1 - the main privilege of the membership and reason why we bought - the $40-150 range for all AM Resort properties - per person, per night no matter of the date.
They told us that the trial we bought in 2015 is so different than today's program. We mentioned the 25% discount from the 2015 contract and said it has no value to us. With this 25% discount, UVC will beat the lowest published rate for their AM Resort properties, but only when matching to a list of specific websites; these are the most high-priced websites on purpose. We did not book this current stay through our previous membership but went to multiple lower-priced competitive websites (not on their list); these sites, like TripAdvisor (a high-use, high traveler frequency site), were much lower than with UVC's 25% discount on their listed sites.
The sales staff did not bring up the 25% deal initially, but told us the rate we would pay would be between $40 on the low end and $150 on the high end, per person per night. This range would be totally inclusive of all AM Resort properties, no matter the time of year. Therefore, we could stay at their most expensive brand Zoetry during a Holiday for $150, as that would be peak and at the upper end of the range. Another example would be their down brand Sunscape for $40 on a non-peak period. The price will always be in that range.
When signing the agreement, we wanted to know where the $40-$150 was specifically, and the manager told us don't worry, they can't put that in the contract and have to have the 25% in there. Why would we buy a program two weeks after we chose to NOT renew our previous UVC membership, with the exact same 25% discount we had in the trial program? Why would we buy this new membership for the same main privilege when we didn't even use the UVC membership to book this resort for the week we were there because of the high price (with the 25% discount)? Because we were lied to about the $40-$150 range. We would have left the presentation if we knew the main privilege was the exact same as the previous membership we did not renew.

Issue #2 - the annual fee. We were told the only annual fee for the UVC membership would be a $155 concierge service. In reading the contract, UVC picks up a couple years membership fees in many of the programs, however in years 3+ we are additionally responsible for a $299 Lifestyle Collection Fee and an RCI fee.
Therefore, if we maintained all of the privileges of the membership, our annual fees would be years 3-40 before even spending a dime on a vacation.
$155 UVC Annual Fee
$99 RCI Platinum Membership Fee
$89 RCI Endless Vacation Magazine - benefits are only obtained via subscription
$299 Lifestyle Collection Membership - required for the Savings Credits below
$642 Annual Fee

Issue #3 - Savings Credits. We were told that we could purchase hotel nights at Hilton, Marriott, Cruises, Wine, etc. at a 60%/40% rate based on Savings Credits. As example, provided we had enough Savings Credits to cover, if we wanted to book a Marriott room in Hawaii that was $500/night, we would have the Savings Credits program take care of 60% of that cost or $300; we would be responsible for the 40% or $200. If we had 2, 000 credits saved, then a 2-night stay would use 600 of those credits (300 per night) per the example. We were even shown an example on a UVC website regarding a Cruise we are planning on taking in 2022. This seemed logical but cannot find the 60/40 split anywhere in the contract; only mentioned under UVC Lifestyle Collection Membership that Savings Credits can be used for partial payment, dollar-for-dollar to buy down the total purchase price of qualified travel. We were not told about a fee each year for this, past year 2.
Furthermore, we were told that we could deposit RCI week blocks of 7 nights for 750 Savings Credits. Therefore, if we wanted to add to our Savings Credits total for the year, we would have the ability to deposit a week or weeks for Credits. What was not told to us during the presentation, was that each deposit of 7 nights would require us to pay $250 to the UVC Member Services and Reservations Center, and that the $250 fee can go up each year based on the US Consumer Price Index (as mentioned in the contract).

Issue #4 - we were told by purchasing the Gold Plus membership, we would receive 5 free weeks (35 nights for 2 people) at any AM Resort. While this is true, there is a major condition that was never explained to us during our presentation.
These nights will be released 1 night for each 2 monthly payments. All nights will be released on the date the Member satisfies the total price in full. These 5 weeks will now take us 4+ years to receive. We don't get them right away as sold to us in the presentation. We thought this to be an extra bonus to the $40-$150 rate told to us, and now understand there is a major catch to receiving the weeks.

Issue #5 - termination policies were not ever reviewed with us. Per contract termination policy, we had five days from signature to cancel. (10/30/2020) We could not get to the contract per the email link, nor access to the member website with credentials until 11/3, of which we then notified Member Services of our desire to cancel. See below.

Issue #6- deception with purchase. We signed and initialed the 45-page Agreement on an ipad that they controlled after 6 hours under duress. We wanted to get out of the sales room and get back to our vacation, we had spent the entire day there and knew a Hurricane was coming the next day We authorized the Agreement on a tablet, and when signing or initialing, the tablet would quickly scroll to the next area to be authorized, purposely moving us quickly through the document without review. We asked for a copy of the Agreement and they said they could not give us a copy in person, but that we would get everything via email. We had some of the yellow pages they wrote all of their fast numbers on regarding how all of the deals would work, but not all. We looked for the #1 Issue yellow page above which had the $40-$150 written on it, and that was not in our papers they left us with; they took it as evidence.
10/26/2020 - Hurricane Zeta hit our resort.
10/27/2020 - we went online via our phone and attempted to pull down the Agreements to review; clicked the link and it would not work.
10/30/2020 - we got back to Chicago and attempted the link again, did not work.
11/2/2020 - contacted Member Services (Monday) and stated not only were we not able to get to our Agreement via the "Review Documents" Link, but that we received no information as to their Website and credentials for logging in to review our purchase. The Member Services representative apologized and stated she would get an email out with the Agreement in. PDF in the next 24 hours. She would also make sure we received credentials for logging into the UVC website to review the details of our membership.
11/3/2020 - we received the email with the Agreement, and were surprised to see no record of many of the aforementioned promises/issues and statements they had made during the sale. This Agreement had many of the exact same covenants as our trial Agreement from 2015, which we stated had no value to us. We also were now able to review the actual cancellation policy, which rescind period had now passed (5 days from purchase).
Called Member Services regarding the issues within the Agreement and continued no access to our member portal
• Member Services apologized for us not being able to access our membership portal and said they would get a note to technical resources to fix the issue. Credentials with Login kept failing as "couldn't find contract" failure. This is now 7+ days from when we signed the contract and we can't even access our member portal.
• Asked the Member Services representative about our #1 issue which is the $40-$150 per person per night promise, and they stated that is not accurate. That the savings program is 25% of the published rates and that he has booked members much higher than the $150 rate I'm talking about.
• The representative asked if the sales staff went over the cancellation policy, and was surprised when I stated no.
Thereafter after detailed review, we emailed that we wanted a full refund and wanted to cancel the membership.

11/6/2020 - we had a call with Fabiola Enriquez, in response to our intent to terminate our Membership. We had our call with Fabiola, and the call became heated quickly, we said good-bye and hung up.

Unlimited Vacation Club sold us a timeshare that was totally different on paper than what they actually sold us.
Disputed Bill for charge on Denise Boyer's account Chase Sapphire #[protected] Current #[protected]
Unlimited Vacation Club (AKA RCI)
Jay and Denise Boyer Contract #SW1-006330 Pearl
Chase Sapphire was charged 01-25-20 for $6, 199.00
Chase says that they are ruling in favor of Unlimited Vacation Club for the $6, 199.00 but not in favor of the remaining balance of a monthly charge of $121.50. (I have no idea why, this makes no sense. Either they rule in favor of us paying them or not, right?)
From the very moment of arrival at Secrets, St. James, on January 22, 2020, we were constantly bothered about a 90-minute consultation. Finally, we decided that we would attend for the short breakfast presentation. *4-hours later we are trying to do anything to get out of their stronghold. We signed a carbonless paper contract that stated we would receive 3-individual weeks stay in a "Preferred Club Swim-Out Suite" at any RCI/UNLIMITED VACATION VIP premium resort. This was explained quite clearly that we would get to stay in a room just exactly like the one we stayed at on 01-22-20 through 01-31-20. I want to get a copy of the original paper copy that we signed because clearly the documents were changed when they put the information into the computer.
Furthermore, we were told we would receive 25% discount on any other vacation that we booked through this travel agency.
I called RCI on 02-10-20 to tell them that I needed to change the address because my physical address and my mailing address were different. The representative told me that the book was already sent out and he would kindly send another one.
I still had not received the booklet on 02-21-20 so I called to tell RCI that I had not received the booklet and they assured me they would send it out again.
I still had not received the booklet on 03-03-20 so I called to tell RCI that I had not received the booklet and this time they told me that there was no "such booklet" and they didn't know what I was talking about.
I started doubting that this company was legitimate so I printed out the 40-page contract document and started reading it and to my complete surprise, it was not at all what I had signed originally.
I called them on 03-04-20 and told them I was completely mislead and that I wanted to cancel my contract. They politely said they would turn it over to their cancellation department and have someone contact me in 1-3-days. They acted like it was common and they would refund my money, they conveyed no hesitation or problem with a refund.
I did not receive a return phone call so on 03-07-20, I called Visa and cancelled my payment to Unlimited Vacations. Nothing that they sold us on paper turned out to be true, they took advantage of us.
When I called them they told me I had 18-power points, 14-premier points and 1-VIP week.
We were sold 18-power points, 14-premier points and 3-VIP weeks. We were assured that we could stay in the exact hotel room that we stayed in on our stay 01-22-20, a luxury swim up room. I repeatedly ask this specific question "Am I going to get 3-weeks in this exact same room, guaranteed?" They repeatedly said yes, without a doubt. This was not the case, the contract (that we were not given a copy of) clearly states that those rooms are not included.
Unlimited Vacation Club stalked us upon arrival at the hotel. They lied to us and forged a written document. They did not and cannot offer what they offered verbally and on paper (the one we signed and agreed to). They lied, cheated and stole our money. End of story, this is absolutely the truth.
Here are the pertinent telephone numbers that I have been in contact:
RCI - [protected]
UNLIMITED VACATION CLUB - [protected]
UNLIMITED VACATION CLUB - RAUL - [protected] Extension #4013
VISA DISPUTES - [protected]
Case #C-[protected]

I'm requesting the Cancelation of Contract due to Fraud, misleading and impairment to sign a contract due to alcohol. We attended their presentation on 9/24/20, after a lot of drinks they convinced us to sign a contract. First of all we were not given the opportunity to read the contract, they made us sign the contract on a small iPad, which the Contract Admin (Yanis Nolasco) only let us handle when it was time to sign. She passed the pages and gave us an overview of each page like it was a slideshow. They told us they will send us a link to our emails with the contract.

She never mentioned that the term of the Contract was for 15 years instead of 30, which that was the term that was offered to us.
She never mentioned that we had 5 days to cancel, but because we were never allowed to read the contract we didn't know about that option.

We tried to cancel the Contract the next morning, we went to their Sales Office and we spoke to the Contract Administrator (Yanis Nolasco) and she told us that we could not cancel the contract that the contract was final, when she knew we had 5 days to cancel and we did not know. We had just got there on our vacations so we decided to wait until we were back to the USA to see what we could do to cancel the contract.

When we were finally home and we read the contract we found several issues that we would have seen if giving the opportunity to read the contract before signing it.

*The discounts that they promised on the presentation were not the same as the ones on the Contract. They told us we were getting up to 75% but on the contract says up to 25%.
*The term of the membership was supposed to be for 30 years and not 15 like it states on the contract.
*They told us the Contract was final, that we could not cancel, but in the contract states that we had 5 days to cancel.

We have been emailing back in forth with Carlos Negrete, Quality Assurance Supervisor, but he is not even trying to help us. He has become very unprofessional and rude.

I am asking to terminate the contract and have the ability to walk away and sever ties with this company without penalty!

Complaints on file with bbb allege that consumers were pressured into signing contracts for vacation club memberships for thousands of dollars and consumers found after purchasing packages that they did not realize the savings indicated in the sales presentations...
They make me sign in a tablet the contract. I expected received a copy paper signed at that moment. They told me will send the contract by email, then until I got home I saw the contract physically, because we were traveling for more days.
Then I saw different issues in the contract that are not convenient to me after the presentation. Therefore I cancelled but they dont want to return me the money for the down payment. Please help me with this.
Thank you

We want cancel this policy. We were mislead and lied to on many items. We got back to the US and received a credit card statement in the mail that we never agreed to. When we call to speak about getting out of this plan we are just lied to about call backs. We have called a few times and never receive any help. We want to cancel and we are working with an attorney to see about our options.

I got a call this morning saying that the resort I booked back in March wasn't part of the UVC group as of Oct 31. The honeymoon is from Oct 31-Nov 15. They offered 3 other resorts. 1 were not adult only, as I had booked, and the other was on an island, which was not an option.

The contract states that the company has to provide the same or higher level of accommodation if they cannot honor the reservation booked. They are not doing that. They ended up charging me $405 USD extra for another resort and would not refund the $40 in booking fees I can also paid. I am seeking a refund of $445USD.

If pain and suffering were allowed, I would ask for an addition $100k.

From the beginning we have been lied to and not able to correct or get a refund. We purchased July 28th, 2020. A few days after we contacted them by email. They do not respond quickly so this has drug on for months. They lied to us repeatedly on what we had. We asked for a refund. They said no and made us an offer that we excepted. On Sept. 14th, 2020. They have drug their feet on getting this done. Over a month. We want a full refund. We have pages and pages of notes, dozens and dozens of emails, docusign pages.

I am a retired senior citizen that vacations once or twice a year 90% of the time we traveled with apple. Every sales person on the resort confirmed and assured me that apple travel was part of the group. 2 months later attempting to book a trip I was told they no longer deal with apple and they had no services even close. We have been on 5 trips that the membership was out priced I am paying for air! A year went by and I resided to open one of the emails and to my surprised my account was locked because of none payment of renewal fees $150 for last year and $150 for this year. During the pandemic these crooks practice strong arm customer service and provided no acknowledgement to the fact the service they provide is useless! Unlimited vacation club should have a class action law suit filed against them for those of us who can't to buy hot air from a club that don't care, that the members can't travel anywhere. No need to call if you have complaints because you will be on hold so long you can tell the operation is lacking in preparation for customer service!

I upgraded my membership from pearle to silver.Brandon Clausula stated that the silver membership is almost the same as the diamond membership that is a lie also he explained to us that after we paid off the membership we can use it for a property or we can sell it back to them with 10% penalty.Based on that statement I signed for the membership I spoke to him when I went back to my resort and he assured me th as that I can sell to private party or back to Unlimited Vacation club.When I came back home to Chicago the Unlimited vacation club called me to welcome me and explain the benefits and when I asked them about selling the membership after is paid off they told me that I only can sell it to a private party.Then I spoke to Eblyn Gonzales to refund my 10, 000 dollars and she informed me that they can not do that.I think they are big lies and they do not care about people.Also they have this program flyback to pay $1700 per person times four persons in my family they pay you $2000 per year for 10 years when you flying one of their resorts.I checked the flyback reviews and they are saying that they do not get paid and some people waiting for two years and still they did not get paid.I lost any respect for UVC most of the things they say are lies and tried to steal the money from hard working people.

I was deceived by this company and was not told that I was signing up for a 30 year contract with another entity not connected to UVC. I was told that I can cancel my membership anytime. I want out! This company is very deceptive!

You will encounter these guys at the Cancun airport as you're exiting baggage claim. They have official placement inside the airport, so be aware that just because you're inside doesn't mean you aren't being taken for a ride.

You get invited to sit through a sales presentation for their hotel in exchange for discounted tickets on some event. Not a bad deal, and on the surface it seems to make sense. But what you aren't told up front is that they aren't just trying to sell you to stay at their hotel in the future; the presentation is a classic time share-like pitch. Note: they don't call it a time share and it works a little differently, but the concept is very similar.

When you actually go through the presentation, you get paired up with a sales rep who walks you through all the benefits and surface-level costs. It all seems like a good deal, until you get to the closing presentation (which is conducted in a loud, uncomfortable environment where it's hard to hear what you're actually being offered) and discover they're trying to get you to commit to 20 - 50 year contracts worth tens or even hundreds of thousands of dollars at huge interest rates (not counting what you'd have to actually then spend at their properties on trips to see the savings you were promised).

Maybe this makes sense for some people, but you can typically find much better deals and savings by being part of hotel loyalty programs (which reward you for your continued business and don't charge you to be a member) and looking for specials/discounts, or even by using a premium travel credit card. Also, by doing it that way you can always change your strategy if a vendor stops meeting your standards or your travel plans change. If you're a member of a program like this, you're stuck with it (potentially for decades!). Who knows in advance what their travel plans are going to be for the next 30 years?

Also, after you decline, they ask you to do a quality control interview to review your sales rep. This is also a bait and switch, since the quality control interviewer is actually the hard closer. In our case, we got a very sarcastic, belligerent individual who kept rolling his eyes at our objections or when we pointed out flaws in what he was claiming. He was one of the worst salesmen I have ever seen, though maybe he makes an okay living bullying people into things. Even though the resort was beautiful, I will never do business with this company due to this experience, and I spend tens of thousands of dollars in hotels every year.

If you decide to listen to their pitch, here's my advice:

1. Do not be intimated. Don't let anyone bully you into signing any agreement. They may use high-pressure tactics, but don't give in to anything if you're not comfortable or don't understand what you're agreeing to.

2. Do not give them any money unless you do it through a reputable credit card with a bank you have a strong relationship with, where you can dispute any charges if needed. Do not give them cash, debit cards, or personal financial information like bank numbers or your SSN.

3. Negotiate, argue back, and get EVERYTHING in writing.

4. Do not sign any contract without having an attorney review it first. If you aren't financially-savvy, also make sure you consult an accountant or financial advisor. They may tell you that if you wait to have your advisors review you will lose the deal. So what? Do you really want to do business with someone who is pressuring you into such a major commitment without getting professional advice?

5. Watch the clock. They may keep you there way past the promised 90 minutes if you let them.

6. Make sure you get your discounted tickets they promise you in exchange for listening to their presentation. Get your money's worth for giving them your time.

So my wife and I were in Cozumel Mexico at #SunscapeSabor. While at the resort they heavily pressured you to attend a Unlimited Vacation Club sales pitch. Where they would pitch you ideas to sign up for a vacation club. In return you would receive a 150$ message, and a 300$ dinner (Which I got sick from). So while we were at this event, they kept pitching us the package and we repeatedly said no. So after about 3 hours of talking to the sales team they offered us a package that seemed to good to be true. The team finally came up with a perk that sold us on the package. The Sales pitch was they would include a 3000 dollar credit that we could redeem for a free cruise within the next year.
Basically they asked us how many vacations we took a year. We said we take one vacation a year and we enjoy taking cruises. They said okay great, the first vacation will be on us, we will buy you a free cruise to Alaska in the form of 3000$ credit that is as good as cash. The credit will appear on your account after it is created but it needs to be redeemed within a year. They repeatedly used the term, the credits are as good as cash. They even went as far to say the extra credits we didn't use while booking the cruise could be redeemed on board in the form of alcohol packages, massages, and excursions. Then every following year we would receive 1000$ credit a year to use towards future cruises for 10 years. They also said its like a timeshare, except instead of visiting one spots over the course of the timeshare, you can visit all of our resorts/cruise ships. This package seemed to be far more valuable than the money we spent on it (9000 dollars). After much hesitation, we finally said yes (against our gut feeling).

Fast forward 6 months later, after covid had put everyone's lives on hold. We try to book a cruise for February 2021. We get all the way to the end and the website will only let us redeem 400 dollars of our 3000 dollars credit. So we call the travel agent assigned to us. She acknowledges that this is not the first time this has happened, and that she has had this complaint in the past. That Ultimate Vacation Club sales persons pitch fake perks to sell their packages. While speaking to customer service for about an hour, no one asks for the sales persons name, or asks about any information about where or when the transaction occurred. They could careless about who lied to us to make the sale, they just continue to try to sell the package. Tell us how there's so much more involved in this package than the 3000 dollar credit. They try to tell us about all the locations they own and all of the resorts we can take advantage of. I continuous tell them that the 3000 credit was supposed to be a free vacation (Cruise) that we were going to take in 2021. My wife and I were sold on the 3000 credit that was as good as cash, and could be redeemed all at once. That the salesman repeatedly lied to us saying the 3000 credit was as good as cash and could be used on anything involving a vacation except air fare. In our contract we signed, I looked for the verification that the 3000 dollar credit would be added to our account and it was there. But sadly the loop hole they used is that you can only redeem as much as they allow you to redeem. So this 3000 credit that was supposed to be as good as cash, is only worth about 400 dollars to us, because we don't have the time to take more than 1 vacation a year. At max it seems you can only redeem 1000 dollars at a time. So in order for you to take full advantage of the package you'd need to take at least 3 vacations a year. In our case where we are not spending top dollars, wed need to take 7 vacations a year to redeem the full 3000 dollars. I am currently waiting on UVC customer service to call me back about the lack of trust I have with the company, I was repeatedly lied to by the sales person, and im at the point of just trying to cancel my package. The only people it may benefit are people who are childless and able to travel more than 3 times a year, or people who are retired. This package is not for people that vacation just once a year, even though they are pitched as such. How on earth am I supposed to redeem 3000 dollars worth of credits in 1 year, when I can only redeem 400$s per vacation. I told everyone involved that we only take 1 vacation a year.

I was sold a membership at Dreams PV, it mentioned a ton of stuff was included, I was most interested in the GOLF; sure enough I go on a trip to a CANCUN location and played free; now they all of a sudden have charges on every course. If I had known I would get charged, I would never have signed up. It's cheaper to stay at nicer resorts else where, and just pay the fee's since you have to pay the fee's anyway. Getting bookings is difficult, most of the resorts are rather sold out. Booking a year in advance is not realistic, so you pretty much get what you pay for, which is NOT much. Oh and when I brought this to the attention of a UVC Quality assurance manager, they threatened me with a lawsuit because I said I will tell everyone of your manipulation schemes. I will gladly walk by their offices on every trip and tell everyone not to join, because frankly from all the sites I read about this place, It has an F on BBB, and a 1% on here. Its amazing they even get business.

white pearl members returning to silversands for my bday. visited secrets maroma for an update as to what new things uvc had to come. We decided to upgrade. Long story short there was a $1500 deposit made from my checking account. I was told it didn't go through. Get to room it's pending. Provided bank documents. Paid days lost. Membership cancelled due to non payment. Why would I make a payment when your representatives at maroma did something shady. The banks were similar in name but different. Employees at maroma in sales department not uvc employees, or so I was told. My previous membership was never reinstated. The processing fee for upgrading never mentioned again. $499 I believe Which was separate from the $1500. I have numerous emails back and forth with them with no resolution. Up until the point of upgrading we loved our uvc experience. This was a slap in the face when we chose to celebrate a special occasion and spend more money with them. Membership id Sm1-005516
Other membership id sm1-010425
[protected]@gmail.com
If they make it right, I'll make a post about it. Seriously considering posting on all social media outlets so this complaint can be a deterrent for future would be members but I will be patient a bit longer and see if they reach out.

To Whom it May Concern:After speaking to the supposed Manager of Customer Service, Gustavo, at 2pm CST, I have come to the realization that the customer service department at UVC is NOT taking responsibility for their error in my booking at the Now Sapphire resort. This booking error should cost the UVC customer service department $500/night or 1 Premier Night x the number of nights taken from our account (3).

We have spent over $18, 000 on this membership and it has been nothing but one mistake after another! I expect $1500 deducted from my remaining balance owed or 3 premier nights to be put back on my account before 5/31/2020.

I am baffled how your company continues to be in business when you have horrible customer service and do NOT own up to making mistakes. We do NOT want to revisit the Now Sapphire resort - please stop offering us a below standard 'rebate' from the resort for the Customer Service department mistake. The resort was not our first choice, and as can be seen below in our original email - it was not up to our standards while we were there; moreover, the resort did not have the waterslide as "PROMISED" by our UVC Customer service rep when we made our reservation - that was the entire reason we booked this resort when the Now Natura resort was not available for our actual booked vacation.  

*Original Email sent 1/11/2020:

 On September 6, 2019, my family booked a trip to Now NaturaRiveria Cancun, using both Unlimited nights for which we paid ($765.70, and $20, $20). Pre confirmation number : 1459 ; Arrival date : 01 Jan2020 ; Departure date : 03 Jan 2020
Adults : 2 ; Children : 2 ; Accommodations : Preferred ClubJunior Suite Ocean View Double
Night type : UNL - Night(s) used : 2 We also booked Premiere Nights, which we had free: Pre confirmation number : 1460 ; Arrival date : 03 Jan2020 ; Departure date : 06 Jan 2020
Adults : 2 - *Children : 0 ; Accommodations : Junior SuiteTropical View Double
Night type : FRE  - Night(s) used : 3

 We were told that we would be able to stay in our room as the status level of our Membership is an upgrade due to availability when using the Premiere nights. We also knew that we would pay $50/per child/ per day, for the Free nights used.  We have NEVER received our $20 reservation credit back as we made the reservation on the same day/same time/ same booking agent… and should not have been charged double. Erica, the supervisor confirmed this during our conversation.  

On the week of October 10, 2019 we received a phone call from GBS informing us that Now Natura Riveria Cancun would not be available for our stay due to incomplete construction and that we would have the option to receive a Free certificate to the Now Natura and move our reservation to Now Jade or another resort.

During that phone call we discussed our reasons for booking NowNatura - (1) being the ‘waterslide'; (2) room set up in that my Husband and I wanted a King bed and our children to sleep on the couch pullout like we did at Dreams Los Cabos. She directed us to the Now Sapphire resort for those 2 exact reasons. 

During that conversation we spoke to the GBS representative and she directed me to the NOW Sapphire website - she claimed that the waterslide was indeed operational. When I questioned her based on Trip Advisor photos, she read out the website link over the phone, telling me to go to the site to see for myself the actual image and description of the slide.

We also discussed the room set up, and she stated that our Preferred Club Jr. Suite (which we paid for) was in fact 2 adjoining rooms and that this would be the ‘upgrade' for our Free nights as long as we stayed in the Tropical View vs. the Ocean View. Knowing I paid more for the Ocean View room ($765.70 for 2 nights), I accepted the downgrade given that I would be able to stay in the assigned rooms for the entire trip per her confirmation.

She confirmed we were in the Family Jr. Suite Tropical View and that ‘given availability' we would stay in our Rooms. I also spoke to the Supervisor, Erica, at GBS and she continued to confirm this - I even asked, ‘Am I asking for too much - it's not like I am asking for the Governor's Suite - in fact we down graded to non Ocean View in order to keep our room" and she concurred - yes, this will work.

 I called the week before our trip to confirm that the rooms we wanted were in fact available and was validated over the phone that yes, they were. All of the above conversations should have been recorded for your records so I would encourage you to go back and listed to those recordings.  

Upon arrival to Now Sapphire at 145pm, we proceeded to the Preferred Club Check In and waited for over an hour for one of the agents.

In fact, I had to ask them to check us in as they were just talking behind the desk to one another. While checking in, Miguel, explained that our reservation was not correct and that we would have to pay to stay in the Family Jr. Suite Tropical View an extra $500/night. He also charged our card the $300 upon arrival for the 2 children for the 3 nights.

I also asked Migel for our NowNatura certificates (which we were told to request upon checkin) and he told me that no such thing existed and I was mistaken.  Our UVC representative, Mac, was not available, and so we just checked in so our children could rest from the travel.

I told them I would visit UVC Lounge the next morning and sort through the misunderstanding.  We got a tour of the resort as our bellman drove us to the room, and during the drive, we noticed that the waterslide was not even under construction… so very disappointing.   

The following morning, Thur. Jan 2, we visited with Mac and Perla at the UVC Lounge and were informed that the GBS representatives did not book our trip correctly and that we could not stay in our rooms without purchasing them as 2 separate reservations using an ADDITIONAL 3 Premier Nights. Again, I had to make a call to GBS (who informed me that the Now Sapphire UVC reps were incorrect, but she booked the room anyways)…. So all in all, we used 6 Premiere nights and paid for 2 unlimited nights for a 5 night stay.

On to the further disappointments on the resort:
1)     No Waterslide
2)     Overly crowded - no available towels, chairs, and service took forever to be served beverages anywhere other than the Preferred Club Adult Pool
3)     The resort ran out of specific foods, like bananas, bacon, pineapple juice
4)     Housekeeping only came 3 days of the 5 we stayed and actually cleaned (we did not have a red sign on the door) - which caused us to have ants in the room
5)     Restocking the fridge only happened 1 time
6)     Power went off repeatedly in our tower of rooms
7)     Shutting down restaurants given the enormous crowd which caused us to wait for over an hour to be seated to eat, and then another hour for food to arrive 

This resort has been the worst resort we have stayed at thus far with UVC and we would not recommend to anyone. The only positive we had during this trip was that the girls at the Kids Klub were fantastic and loved our children during the few hours they played there.

 Reflecting on this debacle of a vacation, it would have been cheaper for us to just book online not using UVC than literally use 6 Premiere nights   (valued at over $500/night) and pay $765.70… to me that equates to over $3700, plus airfare.

We feel that UVC should have covered the difference in this mistake rather than force us to ‘book another room using our 3 premiere nights' and so, for positive resolution, we want our 3 Premiere nights back in our account.   Both my husband and I called UVC/GBS immediately upon return to the US to sort through the above mess and we have finally received our certificates to Now Natura and now request that positive resolution concludes with our 3 Premiere nights being back in our account giving us a total of 24 premiere nights.  Thank you,  Hanna 

Reply Email sent 1/13/2020: No, I was forced to book with an additional 3 Premier Nights rather than spend $1500. I called Tuesday, Jan. 2 to make that reservation while standing in the U-Lounge at the Now Sapphire resort.  

Basically, this is just another high pressure sales pitch to try to get more $ out of myself and partner (we are divorced). We explained we were not married and told to just say we were (easier for contract). There are so many loop holes your contract was more than 40 pages, so many things were not explained at the time of signing the contract. There is no way a person could have made an informed decision in 10 days. Uvc lifestyle collection has already charged me $3286.50 of my hard earned money of which according to all the bbb complaints I will not see any actual vacation. I will continue to file bbb complaints in miami and texas, any social media, as well as filing a gov complaint warning anyone else who is unfortunate enough to get scammed into uvc/apple vacations.
I will not give uvc anymore of my money, and I will not agree to any further contract. I am continue to request a refund for funds already paid.
Catherine worley

UVC is organized criminal activity that lies and can care less of consequences. We have been members for about 5 years. For the most part the beginning was fine and we learned to use the free nights and upgrades to our advantage. I can say this that to get UVC to give you what is yours takes lots of work and arguing. We decided to listen to another or their membership upgrade speeches that past year and ended up paying to upgrade to Impressions. Our snake of a sales man Ernesto Barberi made us promises that made this decision seem good to us. This is the issue... it was all lies. He said there were 27 resorts to use. Just book run of the mill rooms and you are automatically upgraded to presidential suites. Free transportation to and from airport, free massages, manicures and laundry Everytime your there even in Europe. Wow seemed great and the liar went on and on. Come to find out you have 1 resort you can use and even after spending money to join its $8, 000 per week.

We had been scammed. We emailed him as soon as we got our number to log on and use the membership. None of it was true or worked. He actually replied and said oh no it's all true. We complained to everyone who would answer a phone and were escalated to Julian Pat Ricalde of Quality Assurance. What a complete joke and rat this man is. We spoke to him 2 times. He admitted we were lied to and could have 9 more $1600/ week vacations for free. That's it. Take it or leave it. Needless to say we didn't accept this. Then his dodging and hiding began. He has to call us from a neighbors cell phone because the office phone was broke and blah blah blah. We could not get a hold of this poor excuse of a human. Then after weeks of no replies to emails we did get a hold at some Yoeli lady there who said Quality Assurance closed your case because they couldn't get a hold of you.

We have been arguing with all of these people for months. We have been threatened to pay for this contract that was completely based on lies and are refusing to. Turns out Julian Pat Ricalde is also Wilbreth Java of quality Assurance. These people are not caring or honest on any level. It's a shame what they are doing to people of all countries.

Do not under an circumstance buy a membership from these people. This is an honest warning and advice and if you have questions I'll happily tell you the truth. They are stealing from honest customers who deserve better. This company will it be around for long. It's impossible for it to continue as they are operating.

If someone knows how to get money back from these people or get them off our backs please let me know. I'll do same. The public deserves better

Do not believe anything Ernesto Barberi pictures below tells you. He is a snake and doesn't have a conscience on any level as a human. He wants your money and will say anything to get it.

During a trip to Secrets in Los Cabos, we were pitched the UVC. They have a thick magazine with thousands of resorts world wide, and told you can use your "free" weeks at any of them. Well, this isn't true. You have access to though a time share company called RCI. RCI only books time share properties, they do not have the amount of resorts offered in that book. Also, lifestyle collection is a separate entity that you can sign up for yourself. During the presentation we were told that we could go anywhere: bali, Thailand, Maldives, etc. That isn't true and you have to book RCI well in advance — it doesn't work for last minute travel that we explained we always do during the presentation,

We tried to book RCI a few months out (not exactly what we thought we were paying for but thought we are stuck) and have to pay a fee. Really? We've already paid thousands of $. Looking further into it, we weren't able to book any decent looking property that we would want to visit with the weeks we were "gifted." this entire company lies to your face and promises you things that it has no control over. Unfortunately, I didn't do my research before signing up.

We would either like all our money paid back or some agreement to use what we've paid without obligation to pay the rest. Seriously this company is terrible.