• Report: #284943

Complaint Review: Cancun Premier Vacations

  • Submitted: Wed, November 14, 2007
  • Updated: Thu, July 29, 2010

  • Reported By:Trenton Ontario
Cancun Premier Vacations
http://www.premiercancunvacations.com/index.aspx Internet U.S.A.

Cancun Premier Vacations, A Division Of The Sunset Group, Sunset Lagoon, Sunset Royal Travel Vouchers are Non-Refundable, Taped Conversations, Misleading Sales Pitch, Laguna Suites Golf & Spa Internet

*REBUTTAL Individual responds: LAguna Suites Golf & Spa, Ocean Spa Hotel, Tropical Cancun VAcation, Premier Cancun Vacation, Sunshine Travel Benito Juarez< and most Sunset Group :Internet

*Consumer Comment: timeshare presentations

*Consumer Comment: timeshare presentations

*Consumer Comment: timeshare presentations

*Consumer Comment: Good to see sunset helping people

*UPDATE Employee: Is there anther update?

*Author of original report: In Process of Negotiating a Settlement with Cancun Premier Vacations

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Cancun Premier Vacations refused to refund my money. I am very upset with them because the information I was provided during my initial conversation was false. Upon attempting to recover the money I gave them for a travel package to the Laguna Suites Golf & Spa, I was put on hold several times while a taped portion of my conversation was reviewed. The associate I spoke with declared that I was not in a position to have my money refunded.

During my first conversation, I was given a seemingly harmless and very enticing sales pitch on resorts in Cancun, local attractions and a huge discount on accommodations at one of four travel destinations. During the conversation, I asked the salesperson SEVERAL times if the deal I was offered was or was like a "time share," or if there were any strings or conditions attached. I was promptly told "no" each time. The purpose of this vacation according to the salesperson was for the promotional opening of a new resort. I had been "selected" from a pool of persons who had recently made travel arrangements. The salesperson went to great lengths to put me at ease, such as providing me with their full name, employee number, and work extension. Lulled into a false sense of assurance, I was directed to a second salesperson who recorded our conversation and asked for my information.

Upon contacting Cancun Premier Vacations to make reservations at the Laguna Suites Golf and Spa, I was informed that I would have to attend a 60 to 90 minute presentation during the first morning of my visit. Shocked, I immediately called back to try tro contact the person that initially told me about this package.

Despite being given a work extension to call for the first salesperson, each time I called Cancun Premier Vacations I was presented with a voice prompt that asked for me to enter my party's extension, if known. I have attempted to do this several times, only to wait until someone else from the company picks up the phone. I was told that my tape had to be reviewed and that a salesperson would be in contact with me very shortly.

Since the first set of phone calls, I have had to initiate conversations on my own with Cancun Premier Vacations. I have spoken to several people except for the very first individual who presented me with the vacation package. The taped conversation was played back for me to listen; during one part of the tape the second sales agent asks if I agree to attend a 60 to 90 minute presentation. On a second part of the tape, the salesperson asks if I agree to all of the Terms and Conditions as outlined in the sales pitch. In BOTH instances, I respond to the salesperson with a QUESTION about the travel voucher that was to be included in the package. I did NOT give my consent in the form of a simple "yes" or other agreement to either of the two questions. Under NO circumstances was my consent ever given to attend a "meeting," "gathering," "presentation," or otherwise during any part of my upcoming trip!

During a recent call to Cancun Premier Vacations, and after being put on hold for close to an hour I was told that my voucher was non-refundable as was stated during the taped conversation. I courteously but firmly rejected their position as I had in no way, at any time during the conversation given my consent to any of the other Terms and Conditions of the Contract, most importantly the 60-to-90 minute presentation.

I will be canceling my reservation to stay at Laguna Suites Golf and Spa, and I will no doubt be told that my money is non-refundable for that portion either.

I'm the first person to stand up and speak highly of an individual or company in the event that mistakes or omissions are made but which are then quickly resolved. At this time, I cannot under any circumstances offer this sentiment towards Cancun Premier Vacations.

I am left feeling cold, bitter, alone and disgusted for allowing myself to get duped into what is now a big mistake. PLEASE, at this time I urge everyone who reads this to avoid any and all communication with Cancun Premier Vacations and their parent corporation The Sunset Group. Unless of course you are in my situation and are seeking what is rightfully yours.

Disgruntled
Trenton, Ontario
Canada

This report was posted on Ripoff Report on 11/14/2007 11:06 PM and is a permanent record located here: http://www.ripoffreport.com/r/Cancun-Premier-Vacations/internet/Cancun-Premier-Vacations-A-Division-Of-The-Sunset-Group-Sunset-Lagoon-Sunset-Royal-Trav-284943. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 6Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Individual responds

LAguna Suites Golf & Spa, Ocean Spa Hotel, Tropical Cancun VAcation, Premier Cancun Vacation, Sunshine Travel Benito Juarez< and most Sunset Group :Internet

AUTHOR: jo - (United States of America)

YES ... I agre to the person on Ontario Canada...Similar happen to me this July 2010..Whe i read this ..i was suprise , the same of what happen to me and the Ontario Canada explaination...nothings different Except additional or more ..for me to explain...  I don't beleive they said , they explain everything this company the whole vacation package ..first they said Tropical Cancun Vacation and that the one suppose to come out my bank statement they said ..but when i call and check my bank it said charge to Sunshine Travel Benito Juarez different names right away...Yes when i said i want to cancel the vacation on the next day only,.. they said you can't refund your money...but in the beginning they agree to pay only partial and they said it's been recorded that i agree with them including the non refundable ...i said i did not hear you guys said that...again they said you want to hear the recording...Because when they talk to me it's only a minutes all I hear is about the vacation package including talking to the sales person...That i have 5 days and 4 nights ..either Laguna Suites or Ocean Spa hotel....additional to that is a 5days and 4 nights on florida plus a certificate for cruise 3 nights...and free trans fortation to pick and drop off... I try or when calling the sales person to the number they give it to me...always the phone line is not ringing or not being connected...  I try to talk to sales person about that and same thing what the ontario explain...the sales person said i Explain everything to you...I said no you did not because i just receive the package or the brochur it said at the back a small letters of words ..upon resevation you need to pay $59 for processing fee for hotel ..Then you need to attend approx 90-120 minutes to familiarize yourself with all the amenities available to you during your vacation and the options for participation in their one vacation ownership plans...Then all benefits ,...all meal, all drinks, all non motorized water sport..etc...are extra fee apply...if you want to upgade to premier  additional cost willbe charge...all this did explain to me when i said to the sales person ...the sales person said i did explain to you ...i said no you only said what the promo the 5 days and 4 nights and it won't last long coz only 100 people can get....I said you rushing me to get it if i can get it today you can't get it  this tomorrow..anymore.. that's from a minutes the sales person said everything this,..i don't think so...And when i said no cancel it ..the sales person told me too that yes you can cancel but there is no refund plus we nned to get the rest of the balance ...I said no you can't coz i block my account...and heres the best part coz the sales person told me ...yes we can get that rest of the balance because we coordinate with the bank and we will let them know the recording that you agree... Then the sales person change it back to the package telling why don't  you continue the package and check it to come here coz this is different than the time share...I still told him no , i can't coz you lie to me about this package and asking the sales person nice , many times to say please refund my money and cancel it...Again the sales person said ,,you can't refund your money is non refundable plus we have a recording for you... I asked the sales person why,, and what's the name suppose to come out to my statement ,. the sales person said it will come to Tropical Cancun Vacationn ..I said no...then the sales person said right away ..oh ..Sunshine Travel.... then I asked the sales person again what is the real name of this company ...the sales person stop there for more than a minutes...and no answer to me..I continue talking asking why the package is Premier Cancun Vacation not Tropical Cancun Vacation...no answer too...  then  i said again pls refund my money...  then the sales person talk and tell me you can't refund the money , we have a recording for you that you agree and you need to contact the customer service now to cancel this..i said why you're the one who call me about this vacation package and the one who invite me to get it..why putting me to a different places now and then sales person continue to explain to get the package to me but i said no and i need to go back to my work and i did not even eat my lunch yet and asking please call me next time...but still the sales person continue about the package  so i said i need to go and hang up..after that no more call i try many times the number of the sales person but it's look the phoneare no connection at all...The only thing you can't contact them now is the customer service...  

I guess i can't refund my money too...Thanks Ontario Canada for posting this report .i hope many consumer or people should read this ..and before you get the package ask and investigate first ..Your local travel agent can provide you a free brochure for what vacation you want before you buy..

And for the employee, who report here ..It's nice of you to refund his money...but did you refund the money to Ontario  Canada...if you did I thank you, hope you will refund my money too...But, my is question , you guys know us already you have the files of papers of all us who wants to refund the money  why try to contact us here ..Instead audit those papers and you know who we are and where we are then refund all us ...or you just want to know who wrote this report...so please stop this another way of you guys talking nice but nothing will happen and to refund our money   ..but if you do i apologize to you ,,sorry ,because you know what we been trough for this non refundable ..and it's our money ..so thanks in advance if you do something about it...

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#2 Consumer Comment

timeshare presentations

AUTHOR: Valentine - (U.S.A.)

i've been through a presentation like that before. It just wasn't for me at the time. I thikn we have to understand that these companies have to find a way to get your undivided attention and at least they're trying to offer you something in exchange. I see a rep from sunset is trying to help you and that says a lot about this company.
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#3 Consumer Comment

timeshare presentations

AUTHOR: Valentine - (U.S.A.)

i've been through a presentation like that before. It just wasn't for me at the time. I thikn we have to understand that these companies have to find a way to get your undivided attention and at least they're trying to offer you something in exchange. I see a rep from sunset is trying to help you and that says a lot about this company.
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#4 Consumer Comment

timeshare presentations

AUTHOR: Valentine - (U.S.A.)

i've been through a presentation like that before. It just wasn't for me at the time. I thikn we have to understand that these companies have to find a way to get your undivided attention and at least they're trying to offer you something in exchange. I see a rep from sunset is trying to help you and that says a lot about this company.
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#5 Consumer Comment

Good to see sunset helping people

AUTHOR: Hareid - (U.S.A.)

Thank you for taking the time to clairify to the reporter. I think you're probably one of the most honest and helpful companies in mexico. I had a friend that dealt with another company (won't mentioin name here) and he's had all kinds of problems with them, no one was trying to help him out. He finally had to hire a lawyer but it was a long process. I see your company is trying to resolve the issues here.
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#6 UPDATE Employee

Is there anther update?

AUTHOR: Quality Assurance & Resolution - (Mexico)

Hello Consumer:

I have just seen your report and am wondering if there has been any update, or settlement, if not I would like to help.

There definitely seems to be a misunderstanding about the presentation, in your report you say that it was mentioned to you during the recorded portion of your call, as you know the prices for these holidays are at a discounted price and we always mention that discounts given are in exchange for your 60 to 90 minutes. Our intention is definitely not to trick you in to attending, it is for you to look at our properties and see how vacation membership can benefit you. The people that attend either become members or go back to their holiday.

Regarding the prompts when you call customer services I do apologize if you had any trouble getting thru to a Representative. Remember that like any company we are separated in many departments and once you have purchased, any issues with your account need to be addressed with customer services, not with the original sales representative. During this year we have updated all of our IVR prompts to better service our customers, and we also have kept a 98.6 percent average for Level of Service. Like any customer services department we monitor all calls times, and review how long the calls last, how much they are placed on hold, and how many issues are resolved on one call.

I do apologize if you feel like you have been tricked into a 90 minute presentation but if that is the case we definitely need to reimburse you. Please email me and I will have somebody contact you immediately dzambrano@sunsetworld.net.
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#7 Author of original report

In Process of Negotiating a Settlement with Cancun Premier Vacations

AUTHOR: Disgruntled - (Canada)

*******UPDATE*******

I am in process of negotiating a settlement from Marketing for Sunset Group, a Division of Cancun Premier Vacations. I will post additional information regarding the outcome of the negotiations once the company and my party have come to an agreement.
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