Report: #1052881

Complaint Review: Hacienda Tres Rios

  • Submitted: Wed, May 22, 2013
  • Updated: Wed, May 22, 2013
  • Reported By: Gordon S — New York New York
  • Hacienda Tres Rios
    Carretera Cancún-Tulum, Km. 54
    Quintana Roo, Select State/Province

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Hacienda Tres Rios runs a well-known timeshare scam through their scam timeshare company Sunset Group. A quick search of this site or theinternet will turn up several reports.

But in my case they have extended this scam into their actual hotel operations and have upped the anti by not only keeping people's money, but by literally taking my family and I hostage to extort money from us.

We booked 4 nights, through Expedia no less, on deal where the rate on the hotel was reduced in exchange for going on their timeshare tour, which we went on but did not sign up. After we did not buy their timeshare scam, Hacienda Tres Rios decided that they would not honor their confirmed reservation, but rather demanded a new credit card to charge us more money.

When we refused to pay them more money they locked us out of our room with all our luggage, valuables, ID and passports inside. Then, they sent a dozen staff to physically prevent us from leaving their hotel.

We realized that there we were, miles inside a gated compound with dozens of hostile hotel staff on walkie-talkies coordinating to make sure we could not physically leave the compound unless we paid them more money. I was there with my wife and 2 small children aged 1 and 3. We were literally being held hostage and extorted for more money from the hotel itself.

Below is my actual email to Diego Madrigal, the reservation agent at HTR who handled the interactions. He has not replied and as of this writing there is still a pending charge on my credit card. The amount of money is small compared to those ripped off in the timeshare frauds, but the fear of being physically held hostage with my wife and children inside a Mexican hotel is beyond comprehension.

Here is the email I sent:


Diago (and HTR staff),
I am writing to immediately demand an official apology from you, from Hacienda Tres Rios's owners and management, and from the HTR staff for the absolutely horrendous treatment my family and I received at HTR yesterday. I hold you personally responsible for this situation. 
Below is the confirmed reservation that you sent personally, which states "You have been entitled to a free night in exchange for 90 min of your time, in which you will be attending the private viewing of our Exclusive Residential Vacation Club on the second day of your stay." Despite this clear and explicit statement, the HTR staff tried all weekend to deny us this reservation using every excuse they could invent. 
We were told that front desk staff couldn't find the reservations, so we forwarded it to several different people, but no one acknowledged that it existed. We spent hours trying to resolve this issue with a thoroughly argumentative staff (including Astrid, who was horrible and argumentative and who personally locked us out of our room). This front desk staff had no intention of resolving this issue and said they could not reach you to confirm that you made this reservation. Finally, they told us that you, Diego, had authorized a free night that you were not allowed to have authorized, so HTR was not going to honor it. 
Sunday night, HTR changed the lock on our room to lock us out and deny us access to our room, our luggage, our valuables, our ID and our passports. Then they (specifically Astrid) demanded a payment to regain access. In the US this would be illegal. It is at least unacceptable and should never happen at a "resort hotel" anywhere.
Monday morning, my family including my 2 small children, were held hostage as Mrs. Mora and her staff who tried to physically prevent us from leaving HTR to go to the airport. We literally felt kidnaped
Here are 3 explicit question I need you to answer:
1) Does HTR kidnap its guests and hold them hostage?
2) Does HTR ignore confirmed reservations to extort money from its guests by threatening to prevent them from leaving?
3) Does HTR try to extort money form its guests by locking them out of their rooms to deny them access to their passports and ID?
4) If the answer is no to 1, 2 and 3 - if that is not HTR's policy - then why did you do it to us? Why did you and HTR do these things to me, to my wife, and to my 2 small children?
5) What are you going to do to rectify this situation?
I look forward to hearing from you and the owners/managers of HTR immediately.
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This report was posted on Ripoff Report on 05/22/2013 07:29 AM and is a permanent record located here: 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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#1 Consumer Comment

Timeshare Scam

AUTHOR: margaretsims90 - (USA)

This company is one of the most fraudulent developers ins the timeshare industry. The only thing you can do is cancel your timeshare contract. This is a good article about Hacienda Tres Rios:

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#2 Consumer Comment

Sunset Group Timeshare Scam

AUTHOR: Brad304 - ()

 I purchased a Timeshare with Hacienda Tres Rios  and they promised to sell it for me in 90 days if i pay $2000 us, so i bit. since the beginning of March I have emailed the company and phoned almost daily and have not been able to speak to anyone or get a response. Another resort timeshare resale company called me  and told me that  they have a buyer on the other line and would sell it for me for $3000 dollars. This sounds like a pyramid scam purpotrated by Sunset Lagoon to get more and more money. Now I'm working with a law company called Mexican Timeshare Solutions to get out of the contract, I am also working with PROFECO

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#3 UPDATE Employee

Attempt to rectify your experience.

AUTHOR: Quality assurance & resolution - ()

Thank you for taking the time to bring up the issue at hand on this forum.  Sunset World Resorts appreciates this site and the opinions of its guests and clients considering it valuable feedback and a helpful tool to enhance the products and services it offers. 

We regret to learn of your experience at Hacienda Tres Rios and would like to address your concerns regarding your recent vacation.  

In an effort to promote our Residence Club we at times offer select guests an extra night in exchange for participation in an amenities tour of the property.  This tour is meant to be fun and informative and this is the feedback we have received from our guests who have participated.  Every promotion is subject to terms and conditions and one of the terms and conditions related to the ¨Extra Night Free¨ offer is that it is not combinable with other promotions.  

We take full responsibility for offering you something which did not apply to you.  Your existing travel arrangements were booked through an offer which already included a heavily subsidized rate in exchange for your participation in our amenities tour.  The terms of participation for that offer did not allow for other promotions to be combined therefore we should have not offered it to you since you could not have accepted it, as it combined with the other promotion.

Our system automatically voided the conflicting promotion and because of this, the charge for the extra night was generated on your account.  Our special promotions team which offered you the extra night as well as concierge staff on site attempted to contact you repeatedly both prior to your arrival as well as prior to your checkout in an attempt to inform you of the conflict. 

Since this was a first-time incident, we have investigated what originated the problem in order to keep it from reoccurring given the fact that we wish to provide all of our guests with stress free vacation experiences and have become known for doing so since our operation began.  We are currently in the process of implementing a new system which will assist us in avoiding these errors completely. 

Upon check out we understand the charge did not sit well with you nor the rest of your party and because of this you came across a bit hostile as you became irate. We understand your reaction. However during this time, several guests close by became uncomfortable and notified security staff nearby who approached the front desk in an effort to calm the situation.  It was not the intention of our staff to offend you or make you feel as you described in your complaint. 

If more than one security staff member did arrive to the scene, it is because it was a large group you were traveling with.  This incident was very stressful to both parties including the receptionist who also felt threatened and was left very shaken up after the incident.

Since your original complaints have gone online we have relentlessly investigated the cause of the problem. We have also been in contact with you to rectify the unfortunate situation and do hope you will reconsider visiting our resort again and provide us with an opportunity to show you the vacation experience we have become known for. 

For further information regarding this complaint please contact us directly at

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