Complaint Review: Grupo Vidanta - Nuevo Vallarta Other
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- Author Not Confirmed
- Grupo Vidanta Av. Paseo de las Moras Nuevo Vallarta, Other Mexico
- Phone: 52 322 226-4003
- Web:
- Category: Resorts
Grupo Vidanta Vida Life, Grupo Mayan, Mayan Group, Grand Mayan Vacation Spoiled: Avoid this Company Nuevo Vallarta Nayarit
*Consumer Comment: Reply
*Consumer Comment: Once Upon the SAME
*Author of original report: Grand Mayan Has Responded
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We are Vidanta (Grand Mayan) owners with something like $60K of 'equity' in our account, booked a 2-bedroom unit 11 months ago for 2 weeks with our 'A Profile' status, paid almost $2 K in maintenance fees and arrived at Nuevo Vallarta in mid-Feb to be told that the only unit available was on the first floor. The building has nine floors. The 'A Profile' clearly states we should have 'the most desirable rooms' and can make 'special unit requests' (which we did 11 months ago for a high floor). No amount of discussion at check-in would change this outcome. In fact, one week later, a higher unit was offered but we had 4 guests and a baby with us and the hassle of moving was a bigger issue. We talked to several other owners on higher floors who had booked after us and one person who was offered a higher floor for upgrading after a sales presentation so obviously the 'A Profile' promise is a sham.
Second problem. Our rental car was damaged by valet parking and promptly reported to the concierge team who promised a 48-hour investigation. Five (5) days later, we were told that the investigation concluded the damage was done outside but they would not show me any conclusive photographic proof. Furthermore, my inital inspection card had been changed to show the damage. I have a photo of the original showing no damage. The best they could do was refund my parking charges. Grupo Vidanta (according to on-site banners) is celebrating '40 years of happiness" - clearly for them, not owners. There are some wonderful staff at this resort but they are not in management or empowered (apparently) to treat customers with respect. Avoid - avoid - avoid!
This report was posted on Ripoff Report on 03/09/2015 07:43 AM and is a permanent record located here: https://www.ripoffreport.com/reports/grupo-vidanta/nuevo-vallarta-other/grupo-vidanta-vida-life-grupo-mayan-mayan-group-grand-mayan-vacation-spoiled-avoid-th-1214320. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#3 Consumer Comment
Reply
AUTHOR: Mark Miles - (USA)
SUBMITTED: Thursday, February 25, 2016
It is always best to hire someone skilled to do so, unfortunately in most cases these companies dedicated to cancel timeshares usually cheat for the second time to their customers since they are vulnerable and desperate. If you are thinking of hiring them you just have to make sure you do not have to make any payment upfront ... I found these articles that speak precisely about this, you should read them, that might help you to resolve many doubts:
http://www.timesharescam.com/blog/158-how-to-cancel-a-timeshare/
I hope you can solve your problem, good luck!
#2 Consumer Comment
Once Upon the SAME
AUTHOR: Stephen - (USA)
SUBMITTED: Thursday, January 28, 2016
As the individual who file the complaint - I too had an issue during a recent visit. Also as previously mentioned - the STAFF is wonderful - and - only if they had more authority to settle issues at the onset there would be much less concern for complaints or unsettled or satisfied owners or potential owners.
There most definitely need to be a revamping of their policies when it comes to what is deemed *complimentary* versus what visitors are actually obligated to pay. No one wants to be or like to be shocked when it comes to checking out and then told the amount of your stay - in addition to what was already paid - is quite a bit more to tag on.
All-n-all I had a great time...thanks to the eventual clean-up of the issues I experienced...
#1 Author of original report
Grand Mayan Has Responded
AUTHOR: - ()
SUBMITTED: Saturday, April 18, 2015
After several conversations upon returning home, we have reached an agreement with Grand Mayan regarding what we consider to be fair compensation for the issues raised in this report. Senior management acted with integrity and followed through on its promises. We believe the fundamental challenge with this resort is the 'silo' nature of each onsite service (hotel, valet parking, Sanctuario, etc.) and the hierarchy in place that does not allow frontline staff to actually 'make it right' for the guest. Perhaps this will change...
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