The Imperial Hawaii Resort at Waikiki
Reviews and Complaints

Last year in August, I sent Imperial Hawaii Resort a registered letter askin for help with surrenderin the timeshare that I have owned with them for over 25 years. Since then, I have sent a total of FOUR registered letters pleadin for help, but I have not heard anythin back. This week I received a bill for the maintenance fees for next year, which I cannot afford to pay, just like I could not afford to pay the fees for this year, 2020. I retired in February, just before the pandemic hit our area. I have been more than patient in hopin someone from Imperial Hawaii would contact me, but no one has even attempted to, the only thin I continue to receive is the bills.

I'm writing this complaint because I've tried everything to reach out to the company, but they haven't responded to any of my emails. I've paid all the money I owe them, but now I need to get rid of my timeshare. Unfortunately, I can't travel because of medical issues with my back and hips. The fees keep going up, and I can't afford to keep paying them. I've asked multiple times for them to review my cancellation request, but they haven't replied. However, they did send me my next bill, of course. It's impossible to sell or give away this timeshare. Given my situation and how I've been treated by Imperial Hawaii Resorts, I really need someone to send me cancellation information as soon as possible.

No one is responding to my concerns. In 1995, I was sold a timeshare by Ms. ***, the boss at the Imperial Hawaii Resort. This timeshare was previously owned by Mr. *** I recently discovered that there is a problem with the original timeshare deed from Imperial Hawaii Resort, and you all knew about it before selling it to me. So, I was sold a fake timeshare deed. As per my info, the "problem" needs to be fixed by Imperial Hawaii Resort and given to Mr. and Mrs. to sign. Mrs. signed transfer papers that were supposed to be given to me for signing. However, I haven't received any corrected transfer documents for the problem. I've tried contacting Imperial Hawaii Resort through emails and letters, but no one has replied. Moreover, I haven't been getting any of my bills in the mail.

I wanna complain 'bout The Imperial Hawaii Vacation Club that we bought back in ***. We paid off our loan and now our maintenance fee is sky-high since ***. We never woulda agreed to these never-ending charges like these ridiculous maintenance fees. When we bought the timeshare in Hawaii, the salesperson promised us we could easily sell our unit for a big profit 'cause of the great location. Turns out, that's a bunch of baloney. We can't even rent out our timeshare, not even with an agency. Plus, we've retired since we bought it 35 years ago. We're livin' on a fixed income and our health ain't so good no more. Most of our money goes to health expenses. We've been payin' for this timeshare for over 30 years and we're askin' for some understanding 'bout our situation, but they've ignored us completely. We need to get outta this contract ASAP. We're waitin' for your response.

We've been trying to contact the Imperial Hawaii Resort to cancel our timeshare contract, but they haven't replied at all. We feel like we were tricked and misled by pushy salespeople into buying the timeshare. They told us that we could rent it out if we didn't use it for a year, but they didn't mention how difficult it would be to find someone to rent it. They also mentioned that it would be a great inheritance for our kids, but they didn't inform us about the ever-increasing yearly maintenance fees with no limits. We don't want our daughter, who has a modest income, to be burdened with these financial obligations when we pass away. As the annual maintenance fees have gone up over the years, we've had to borrow money just to pay them, even though we can't afford to travel to Hawaii and use the timeshare. Now that we're old and retired, living on a fixed income, and have moved to Kentucky (from ***, which was much closer to Hawaii), we need to know what options we have to get out of this timeshare and have the Imperial take it back. We can't afford this financial burden anymore. Please help us get a response from the Imperial Hawaii Resort. *** and

I bought the Imperial Hawaii Resort back in 1981, thinking it would be a great deal for my vacations. They never mentioned any extra fees that would increase over time. They made it seem like I was buying property, but turns out that's not true. If I actually owned it, I should be able to use it, right? Well, in all these years, I've only managed to book a stay three times. I even joined an exchange program and tried to bank, but they slapped on more fees. And guess what? The places and times I wanted were never available. So basically, I can't even use this place, but I still have to pay all the fees they require. At one point, they mentioned a rental pool option, but then they just got rid of it without telling anyone. No communication whatsoever. So I reached out to the Resort recently to see if I could terminate the contract. Stephanie R, the marketing director, told me I could sell it or transfer it to a family member. Seriously? Why would I want to burden someone else with this useless ownership? All I want is to get out of this contract because they didn't deliver what they promised. I've been emailing Ms. R for weeks now, trying to discuss other options, but she hasn't bothered to respond. It's really frustrating.

We think your staff forgot to mention many important details when they tried to sell us the timeshare. These details could have made a difference in our decision to sign the contract or not. The promises they did make turned out to be untrue. Your company hasn't been honest with us since the beginning. We bought a product that wasn't what we wanted or were promised, and your company has a responsibility to fix this problem. We haven't used the timeshare yet because the staff gave us false hopes of amazing vacations. We thought it would be a smart decision to invest in, believing we could travel the world at a discounted price by booking on our own. We were mistaken. The timeshare we bought is nothing like what we were promised and led to believe. We also thought it would be easy to resell, but it's actually much more difficult than the sales team told us. We don't want to keep this timeshare and pass it on to our heirs when we die. We expect your company to fix this situation and cancel our contract. We feel like we were deceived with false promises and hopes. We want a full refund and for this matter to be resolved promptly from today's date.