Unlimited Vacation Club
Reviews and Complaints

So my family and I purchased our membership in October of 2018 with high hopes. We were promised many things. A few things that sold us on the membership was that every resort we booked at (except Zoetry) we would have access to any room there that was available, automatically have the preferred membership at the resort, and if an upgraded room was available when we checked in that we would be upgraded for free for being members. So with those things promised to us we decided to buy our membership.

Now I have been looking into booking a week in mexico for October of 2019 but I noticed that when I try to book through my account it does not offer any preferred member rooms and only "tropical view" rooms. We always get swim out or ocean front rooms when we travel (which we were promised would be available for booking through our membership account). So I called asking about it and was told that none of that stuff is available to me through my current membership. When I asked why I was only told that they must have offered me a higher membership and I settled for a cheaper one with less options. Why yes they did offer me a higher membership that I refused BUT when I was offered the one that I have currently I made it clear what I was looking for and if I could not get it (preferred member rooms, upgraded rooms, all rooms at resort as options to book) then I did not want the membership. Now it was made very clear to me that I would be receiving these things but am now being told I cannot have them.

I was offered a 1 time upgrade certificate I was emailed and had to sign and return to credit my account so I would have full access when booking the resorts (like I was already suppose to have and of which still has not been credited to my account). Now I responded in an email about possibly cancelling my membership and ceasing further payments immediately if my membership was not given what I was promised. Was emailed in return that my situation would be further escalated and I would hear something back very quickly. But I still have not received any further word and the certificate I emailed back has still not been credited to my account. So if I do not have this situation completely handled and satisfied by the end of this week all future payments will be stopped before any more can be taken with nothing but empty promises returned.

We took out membership when enjoying our stay at Secrets Maroma Beach staying in Ocean View rooms in July 2016. I must state that we would not buy into membership that did not give us a minimum of a standard we would book independently.
On booking 7 nights at Los Cabos in October 2019 we find we are allocated to the lowest grade room and 14 nights has been taken from our allocation of 28 nights which forms the basis of our contract costing almost £24000. I have been in dispute with them since making this booking.
I have received emails stating telephone contact to me was unsuccessful- I contend none was made. Each of my queries has had the response that we signed the contract with clauses quoted to me or that as they were not there when we were discussing membership they cannot comment on what was said. The latest email I have received from the quality assurance department says I can not escalate my complaint further and I am simply going round in circles.
Yes we did sign that contract but we did so in the belief we were being offered a level of service and accommodation which met our standards. We were there at the time of taking out membership and we know what we were offered. I think select parts of the contract were shown to us and we took the sales persons word. We did ask if the company was American. To our horror we find it is registered in Panama.
We have been sold a product through persuasive unethical means. Appalling.

We were NOT informed in any way before we arrived in MX that we could not stay at Secrets Silversands Riveria Mexico. We were taken to a Breathless resort. Where Isla from secrets Silversands Riveria resort tried to get us to stay at Breathless, we refused. Through her manager, a room was found for us at Secrets Playa Mueres golf resort . A master suite with a private pool. We were transported to that resort, were we were hardly spoken to and Odaliz checked us in . Telling us Isla shouldn't have told us we could have that room since she does not work at that resort. We confirmed we could have the master suite with the private pool and were taken to our room. The room we were taken to was NOT the room with the private pool. I told Victor, the gentleman who took us to our room, this is not what Odaliz said we could have. He called her and she informed us we would have to change rooms the following Monday even though we had left her moments before and she said nothing. We were told by David that they were told not to speak to us because we were "angry " even though we were upset we knew it was not the fault of the employees at Secrets Playa Mueres. We have been UVC members for 3 years we travel every year for our anniversary to a UVC resort and have never been recognized for our anniversary without a fight. This year even though we told MANY employees at Secrets Playa Mueres nothing was EVER done we were not recognized in any way. We've passed many doors with anniversary banners and UVC member banners ..never ours. We have paid our dues on time every year and have recieved nothing in return (we could get the UVC member price through AAA). We have also paid for the preferred club upgrade every year. This year was a waste of money we could not sit and relax in the preferred lounge and while talking and laughing with friends we were told to be quiet. We were not being loud and thier were many people louder than us. We cant help but think it was because we shouldn't have been there. We were checked in the preferred lounge by Karina who gave us a bag when we told her that's the first thing we have ever gotten she looked puzzled and said we should always recieve member gifts. This vacation was more stressful than it EVER should have been thanks to Secrets Silversands Riveria and to the UVC.
Jeffery and Virginia Edgmon
Member # syx-000185
[protected]@yahoo.com
[protected]@yahoo.com

June 2017 while on vacation at Secrets in Puerto Vallarta we were invited to the infamous presentation. We were told it would be 1 hour and it turned into 4. What a waste of a beautiful day that we can never get back. We went to Secrets the previous year and managed to escape the dreadful dog and pony show. I'm ashamed that I even fell for this but after several shots of good tequila you are happy about everything. We were told we'd have a personal travel agent who would know everything about us and could help us find the best deals blah blah. On my return from vacation I tried to cancel and was told I could not. I never received a contract so they sent it several days later. When reading the cancellation terms I was within the proper time-frame of receiving all our money. When trying to get anyone on the phone you are on hold for at least an hour and transferred multiple times as no one knows how to assist you. Then you go back into the voicemail tree only to find out they are closed for the day. Our plan was over $20k and I have yet to see any savings and have actually paid more due to service fees and renewals. In Jan 2018 I was so fed up as everything they committed to in the presentation were lies. I told them I could do better on Travelocity. I was told that I could search anywhere and they would meet the price. I asked what does my $20k get me. I finally got to someone and the best they could do was reduce my package which saved me minimally. The other day I got an advertisement about these great cruise opportunities and when trying to search the chat window popped up to ask if I need assistance and I told them I just wanted to see what's available and research on my own time. They told me I needed to speak with an agent and if I didn't I may run the risk of not having my UVC credits applied. Are you kidding me. I asked again what does my $20k buy me and of course no one will answer that. Today I reached out again and I was told if I terminate now I wouldn't get a refund and would lose my vacation package. I've saved maybe $100 in hotel rooms but nothing else! There are no deals here and all I have received is complete frustration. I want to save others the aggravation, money and feeling like an idiot as these people are completely deceitful and do you no favors at all. It's all what's in it for them. They have violated the contract as far as me be able to cancel when I have done everything the contract describes. I didn't want to stop paying as I didn't want it to effect my credit. I have to imagine something could be done as being out this kind of money and not being able to use it is a crime. Please don't make the mistake like me!

We bought a package for 20 years member. We get 7 nights all inclusive. They showed us all nice resorts- truth is some of the resorts you have to spend 2 nights for one. This was told to us weeks later.

We get $2, 000 with Lifestyle for airfare, hotel, cruises, transportation- truth is that is use for partial payment at about 10%, but the rates are higher than travel websites. You basically this is $0.

We also get 5 weeks around the word. They showed us all nice hotels in Italy, France, Japan, in Asia. But when I activated to use I call led RCI, they said it's not for around the world. It's basically for infill rooms in areas such as Reno, Nevada, Orlando. We were told they never had Hawaii. We were told yes we could use it for Hawaii. So this is junk.

Can anyone help?

member since 2017 have had nothing but problems they tell you one thing when purchasing program (choices) then its totally different when you try to book it .I am trying to book my remaining 3 premier nights was told had until may 7 when called back on may 7 they told me it was may 5 deadline and they would have to listen to recording of conversation with me and regina the uvc agent on april 24.on may 15 supervisor ceasar novoa told me they couldn't find the recording from my conversation oin april 24 not sure what happened to it and it was nothing that could be done about me booking the 3 nights which I already paid for they are not free nights

I have contacted my law firm and they've agreed to help me in filing a class action lawsuit against the UVC and its affiliates. If anyone would like to join me and the large number of others I have already got together, please reply.
We need to stop these people from ruining the many lives they have already destroyed, bankrupt and misled.
Thank you and I look forward to hearing back from you.

CONTINUATION-
I am not sure how much you guys are aware of but our trip was a complete disaster. We are very disappointed and wanted nothing more than to find a vacation club that would allow us to travel alone and with the kids quarterly. We stayed at Dreams Tulum. When we arrived nothing was as promised. We did have a letter on the bed I am attaching to this email and will explain what happened with that also. We were completely stressed the entire time and wasted time and money which is valuable to my husband and I. We have stressful jobs and were promised you guys would outdo "Excellence Resorts" and if anything you made them more appealing. We had to ask for towels daily, left a room without the bed made or towels and returned to the same thing. Our first night was basically me crying out of frustration because of the chaos. I spent the entire time on the phone trying to set up appointments. I did get ONE reservation. Hibachi. I kept getting hung up on. Over and over I would get hung up on. We went to bed that night hoping that day 2 would be better. It was worse. We had our tour and we were still going to give it a chance, we were offered a special deal we felt a little more comfortable with especially since we said if our decision had to be based on how things have gone so far-no way would we join. We wanted to do a photo shoot and to schedule everything in the letter and receive what we were promised. Did not happen. We scheduled our romantic turn down finally, breakfast in bed and romantic dinner. NOT ONE HAPPEND. We woke up at 5:15 on vacation to end up having to leave starving. We never had our romantic turn down service. Our fridge was never restocked. We never had a clean room unless we called. Our key stopped working on day two and had to waste time on that. Our backs were killing us and asked for a ride to lobby for our "Friday second appointment with the club to see if things got better" and the guy knocked and we said we were coming and he left us. No spa discount or appointment, asked 5 people for our $200 voucher/coupons and would never get a straight answer. We were charged to sit on the top of a restaurant. It absolutely was nothing more than the service of a MOTEL. NOT RESORT. The best part...on our day of departure our transport arrived. The bellhop came and got our luggage. They told us they would pack it in the van. We arrived in New Orleans and guess what was missing? Our luggage with our car keys. We called the resort a million times and was hung up on, got excuses, told they did not have it on and on. Finally after having to spend the night in N.O. stranded we woke up and just rented a car to get home. We had to pay our babysitters extra, so far over $300 extra for rental car and to make matters worse the resort finally admitted they had the luggage but that it was our problem and we needed to pay to send fed ex or ups to pick it up and deliver to us. Do you have any idea how fabulous this has been? We have spent so much unnecessary money and time and we are so upset that our anniversary trip was this nightmare. Is this how the UVC operates? (THE EXPENSE IS OVER $800 NOW AND ADDING UP)

As we were scurrying to find our transportation to Casa Conde there was a very "official looking" kiosk right inside the airport door that exits to ground transportation. A guy with a badge holding a spread out map welcomed us and asked if we were planning any excursions. We thought we were buying a package deal for the Catamaran cruise and tour of beaches. He's got our $100 and is supposed to pick us up Wednesday morning around 8:30. ANY CHANCE OF CANCELING AND GETTING OUR MONEY RETURNED?
His name is David Lopez Arreo. He said he represents Secrets.

This company is a scam it's a bait and switch
They're stealing my money
They lied about the membership
It's a piece of crap
This company needs to be put out of business
They tell you one thing and it's not that
I joined in December 2018 and 3 months later I'm in hell with them
There needs to be a stop ti what they're doing
They lie and cheat
It's a bait and switch
They're steal my money

On Jan 8 we were enticed to attend a 90 minute presentation that turned out to be a 5 hour sham. The Secrets resort in Akumal where the pitch was delivered was gorgeous, as are many of the properties represented as part of the Apple Vacations subsidiary Unlimited Vacation Club. The representative assigned to gently pitch us at breakfast was so nice, but was not the deal-maker.
That came later.
Two weeks of the Registry Collection was part of the deal we were offered, but when we tried to find something similar to the 6 bedroom home they claimed would be available, nothing close could be found, by us, or by them. We asked them to use the concierge service which supposedly would make all our planning easy for the rest of our lives, but they consistently dodged that idea.
The 6 Premier Weeks, the 4 Resort and Condo bonus weeks, the Yacht membership we did not ask for, the 6 VIP weeks, and the all dates/all brands unlimited weeks sounded so good, until we tried to ascertain whether any of these claims were legit. Fortunately we checked TripAdvisor and other forums, to quickly find how many disappointed customers there were. So many!
At the end of our here-is-another-perk-ordeal, the sales "closer" promised to find some legit properties that fit our criteria from the Registry Collection, and get back to us the next day. Guess what? There was never any attempt to follow up. We had escaped the sales pitch, and the psychology was no longer in their favor.
Deal or Ordeal?

The website states that I am in a executive suite in which the hotel does not have. All the rooms are considered queen suites. I picked this hotel because of the continental breakfast. Which is a grab and go type of breakfast. To add insult to injury your manager francisco aguila basically told me that since its a 2 star hotel thats what the continental breakfast is. Your website is misleading and not true statements. Your staff is elusive to the facts and states that they have many properties to manage. I spent over $250 on hotel rooms that are non refundable and misleading. I dont want some credits back that I have to use with you. I want my cash back. As a paying customer I expect your company to do the right thing and refund some monies back for the discretion. I am prepared to file a complaint with the bbb if this situation is not rectified. Your company is making me feel like they are not reliable

So first I'd like to say we have traveled to Dreams Mayan Riviera twice, Secrets Capri, Dreams Costa Rica and Secrets St.James. When we traveled to Dreams Costa Rica we decided to join the UVC Club; one of our friends traveling with us was a member and had nothing but good things to say about it. Seeing as we were loyal to the higher end brand we decided to buy in. We recently traveled to Breathless Montego Bay for the first time as UVC members. If there was any way for me to get my money back at this point I would. What a disappointment. Our only request was a room on a floor as high as possible. When we made our reservation we made this request. Also a week prior to traveling we received a email from UVC asking what our preferences and expectations were. Again we gave our preference for a room on the highest floor possible. We arrived at Breatless Montego Bay on November 3 approximately 2:15 pm and had to wait for our room until 3:30 pm. The room they assigned us was on the first floor offering zero privacy. It was right in front of where the foam parties are held! I went back to the front desk to complain. I was told the hotel was fully booked and the earliest my room could be changed was Wednesday more then half way through my trip. I understand that upgrades are only upon availablity but there were rooms available in the class that I booked on a higher floor. Because the person assigning rooms failed to give us anything close to our small request the start of my vacation was ruined. I spent my first day arguing with everyone in the hotel and also called UVC club who spoke to people in the hotel and then proceeded to tell me that UVC club wasn't affiliated with the hotel they only work with them (?). At the end of my first day of vacation, which was spent arguing, I was told I could come back and speak to a GM the following day. The following day I ment with a secrets GM named Daniel who moved me to a second floor room. The problem with this was I had to check out at 12 and back in at 3 pm. I talked to a UVC rep mid way through my vacation who told me if I had sighed up in Jamaica as opposed to Costa Rica I would have been better taken care of. I have a giant problem with this and in the end was only helped with a hibachi restaurant reservation and my check out. I am emailing you before I post my email online to give you the option to respond to my situation. Extremely unsatisfied Shaun Woods

My husband and I purchased this when we were there for our 40th anniversary, we thought it would be great! But Ahh Nope, we have never used it, we figured out way too late that it was cheaper to do an apple or Funjet vacation and stay there.
But now after all these renewal fees, I just stopped paying and now getting more emails like once a week instead of once every year, 6 months and 1 month. I am worried it might go to collection.
I went onto their website to pull up our documents and they have banned us from using their site due to none payment. Now that's ridiculous, I am not going on to use their service since I have never used it in 8 years! I want to look at our documents,
so I emailed them back and said they cannot stop me from seeing those, I have not heard back. is there anything I can do about that?
Also, can they send us to a collection agency, we signed in Mexico at the dreams in Riviera Maya and I lived in TX as the time for work and my husband lived in IL.
Has anyone been sent to collections for nonpayment of their renewal fees?

We were approached at Cozumel airport and enticed to attend a presentation. The next day while attending the presentation we told them we were not happy with our booked resort so they offered to put us up at their "Secrets" resort. It was wonderful!. During the sales presentation we were told that with our membership we could stay at any of their resorts and only pay about $30 per day per person for the "all inclusive" (the food) part of the stay. NEVER were we told that all we were getting for our $20, 000 membership was a 25% discount off the normal room rates. We were told "No charge except the "all inclusive" fee of about $30 per day per person. They threw in lots of free weeks, upgraded us to a "better" package, paying our dues for 2 years, and a bottle of Kahlua to entice us into buying this program. ..They wanted 50% down so with a cash transfer and opening 2 new credit cards they got it. The rest is paid with monthly payments. This was June 30, 2017. We tried booking our first vacation with them a few days ago, Sept 15 of 2018. This is when we found out that for all of the money we paid and are still paying, we only get a 25% discount off the normal rate. I can do better by booking a vacation myself through Travelocity or Expedia. We are in our 60's. We were taken advantage of and lied to!...When we talked to a supervisor to complain all he had to say was. "It is written in your contract". When we were sitting in their office and the contract sat in front of us, we had already been there so long and we were tired and hungry. They were putting papers in front of us and pointing where to sign. I am ashamed to say we did not read the contract, even after returning home. We are overwhelmed!. What can we do? We have already paid about $14, 000 with the rest in payments. We do not want and will Never use this service with only a 25% discount. We will have to spend $80, 000 on vacations with them to break even on what we have spent already. That's not going to happen!. I would like to just stop paying, but am afraid of ruining my credit...NEVER again will I sign something without fully reading it, even if we are being distracted and wooed !..This "Old Lady" has learned a very expensive lesson!

I was approached in Punta Cana. I knew it was a sales pitch going in but I was promised a $100 leisure credit to the resort so I went. When it was over I received a $50 credit. When I approached your representative he said, oh well I guess I only wrote 50. When I asked to see my original paperwork, there was white out on it. They continued to deny. I want everyone to know

During a great trip to Cabo on the 26th of April 2018 my wife and I were sold the idea of a attending presentation and for our troubles received vouchers for better deals then we were already planning on buying (trip from airport, snorkeling, Sunset Set Cruise, Paddle boarding, etc.). We attended without the least worry about buying anything as it was sold as a tour of the hotel. After a great breakfast we went for the presentation and the salesman, after finding out we were from Phoenix and planned to come back to Cabo, wrote down on the offer sheet that we would get this amazing deal of $84 per night per person on any of the first tier resorts and that the Breathless Resort was on that list. So we asked how much and he quoted us $119, 000. We explained that:
1. While the $84 PP per night deal looked good we did not have that much travel planned to take advantage of it
2. We would be paying for this package long after we were dead.

So he dropped the price to $5000 and after some haggling for add-ons (1 week free in the first tier) and annual payments made for 2 years on the 2nd and 3rd tier we bought even though I saw a lot of bad reviews on Buyer's remorse and not getting enough deals to make up for the cost of membership. We on the other hand planned to travel a lot for the next 5 years and the deal (based on what we were sold) would pay for itself and more.

Fast forward to today, the deal ($84 PP PN) they offered for their tier 1 resorts is not a real deal as we have talked to the their Travel Agent and she told she had never seen that pricing opportunity. So we asked to speak to a representative to get this issue figured out. She said one would call us the following day and as promised we got a call from a Justino Mora who Identified himself as a manager and wanted to discuss our issue, we explained all of the above and he said they were growing so fast that sometimes it was hard to manage what the salespeople in the field were saying but no problem he would send us a new deal on a week in certain resorts (including the one in Cabo) to use but needed to accept and sign it in the next few days to validate it. So we received the deal which was for certain resorts,

This Certificate issued by Mediator grants Member the number of VIP weeks indicated below for 2 (two) people in a Deluxe Room type, subject to availability at any Participating Hotel in the All-Inclusive plan (food and beverage included) in accordance with the type and conditions of their membership as described in Exhibit B and subject to the terms and conditions indicated further on herein. 2 USD VIP Week valid for Years with a preferential rate of 1 $1, 600.00 and they would also pay for our tier 1 Annual payment for the 2nd year.

The entire deal is on the website we set up regarding this issue but the problem was to get the deal we had to search through availability and some of the resorts are 2 for 1 night Rules apply. So I guess that means we would have to buy at our UV rate the next 3 ½ days for us to stay a week. Some of the resorts offered were cheaper then the $1600 price he had quoted and to be fair there were a couple of resorts that were higher then the deal he offered but I did not ascertain if they were 2-1 requirements. So the deal was not good enough to make up the $84 PP PN deal we bought the package on. Right now we are chronicling everything on our website and hopefully we will see the great deals other people have claimed to have enjoyed.

In closing we, at this time, are not trying to get out of the agreement we signed but are looking to show the savings we were promised.

Whilst working in sales at their Breathless Punta Cama resort the sales manager fraudulently stole my commisions, for two weeks he lied to me about paying me back, I appealed to his area director who told me the manager must pay me back but in general could do what he wanted. The manager lied about paying me what was due (recorded in WhatsApp messages) when I continued to persue the matter he told me he would make it impossible for me to make money there and if I continued asking for my money he said "If you carry on I'll wait for you outside? My next step was to approach the 'Ministry of work' for advice.

I then went and spoke with the head of human resources for the Dominican Republic who, in my presence, called the regional director to arrange a meeting to try and resolve this issue, a meeting was promised with details to be confirmed later that same day. Two days later, hearing nothing from them I engaged a lawyer to act on my behalf. The very next day I was asked to meet the regional director who claimed that morning was the first he'd heard about the issue which was another lie. Several days later I was summoned to the paymasters office where it was demanded I sign papers in Spanish which I didn't understand, even if I had understood the papers my lawyer had told me not to sign anything until he had looked it over.

When I asked for copies of the papers to show my lawyer I was told I could only get copies if and signed first and had to leave if I wouldn't sign. Since then Unlimited Vacation Club has refused to pay my legal entitlement (sumarary dismissal) and have delayed the court case. This is typical behaviour for this company who knows nobody in the business will employ someone taking legal action against a timeshare company.

We needed to move a vacation we had scheduled for Secrets Costa Rica due to a force majeure event (AZ teacher strike). UVC delayed and delayed until we had to make other arrangements (like my wife taking time off instead of making up the days missed due to the strike and due to airline limitations). I emailed them and said do not cancel. My wife spoke to them and said do not cancel. During all my discussions with them they indicated that they had to check with the resort prior to cancelling, never indicating that upon approval, they would automatically cancel. So what do they do, but cancel our reservation. After speaking with a supervisor, they were able to re-book our reservation (for $40 more), but when I asked to speak with the supervisor's boss, I was told that they do not take calls and the agent became aggressive with me trying to indicate that they had did everything as was asked of them (which I fail to understand how she could feel this way, she was the 3rd supervisor I had spoken to in 5 days).

The lack of any of their agents understanding what Force Majeure was, the constant delaying tactics, the rude supervisors just goes to show how shady of a company they are. Getting the savings on the AM resort bookings is not worth having to deal with UVC. Save yourself the hassle and spend a little more... it's worth it!

We bought a gold plus package 3 years ago and upgraded this last summer to a platinum. We have used the package and gotten a great discount. We got 56 free nights for $40000 plus 5 VIP weeks. I don't feel totally ripped off but their sales people are so full of [censor] and lie lie lie about what the club is about. And they keep you in the sales office so long you say yes and just sign without checking all the things that were promised. We have bee back 4 times since purchasing the package and have not gotten any of the promised amenities. We were promised free upgrades, but there weren't any available, we are supposed to get 25%off any wines we buy, and the preferred club is supposed to always be included. Our friends bought a package too and have never received an upgrade
When we first bought the package the sales guy told us that our room is always covered and we just have to pay for the food and beverage package. Which is complete [censor]. We didn't know it was different until we got home. Then when we upgraded the package they told us we would never have a lower category room than the beach front room we were in. It's a disgrace.
At Zoëtry in January they took us to a lower categroom than we booked. I pitched a fit and they gave us a better room. But I shouldn't have to [censor].
I asked for a $50 bottle of wine at dinner and they said they were out and brought over a replacement, except it was $150 which of course I didn't ask and we found out after dinner. Why would I check? Why wouldn't waiter Andy just bring an equivalently priced wine?!
We shouldn't have to be so on guard, we should just assume we are getting what we paid for.