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Royal Elite at Sandos Resorts


Consumer complaints and reviews about Royal Elite at Sandos Resorts

CHARMANI Send email
Apr 7, 2016


We purchased our time share nightmare just approaching one year ago of which two trips were not what was promised as being a "Royal Elite Member". Our first experience was to the Sandos Cancun Luxury Resort, 5/1/15 – 5/6/15, (booked well in advance and right after purchasing in January). We waisted a precious day of our vacation going back to Sandos Caracol to speak with the people who sold it to us. We explained that the accommodations we were in at Sandos Cancun Luxury Resort was a misrepresentation of what was presented at the time of sale. They admitted fault by returning the week we spent in Cancun back to our account. Thinking that was a good thing, (keep in mind the bread and butter of these resorts are your all inclusive rate per day).

We booked another trip to Sandos Playacar from 1/9/16 – 1/16/16 (ALL INCLUSIVE RATE FOR 5 PEOPLE $3,800/7DAYS, of which day one we get there after 5 pm and last day we leave by 10 am). This trip was a planned trip eight months out with my whole family going. My daughters were on the other side of the resort and again we were not in the “Royal Elite” section as outlined in our contract. Now their explanation is somewhat distorted, the reservation was modified in November (changing the booking date) after we realized they were charging a $178 pp per day all inclusive rate for the 5th person on the reservation that should have gotten us the living room portion of the one bedroom. Well guess what, the living room is attached to the one bedroom and should be the room we should have gotten as being Royal Elite members. Then the other bedroom, for my daughters, would have made it the two bedroom attached to the living room area. "THIS WAS THE REASON I BOUGHT INTO THE WHOLE TIME SHARE TO BEGIN WITH AND THE IDENTICAL SET UP THEY ARE SELLING YOU AT THE WALK THROUGH". GOOD LUCK GETTING IT.....THEY CHANGE THEIR RULES TO SUIT THEIR NEEDS NOT THE GUEST.

We made calls to the people we bought from to resolve this once again and spoke with Lili on site, another morning and precious time out of our trip waisted. We are so done with Sandos and the double talk they like to call an explanation. If once was not enough, certainly two vacations ruined in less then one year is.

By the way, no response yet from the sales people that promised us they would help every step of the way. Lot of good it does us now.
pauliine Send email
Nov 20, 2014

Royal Elite Sandos Resorts Timeshare Complaints

Salesperson claims that the all-inclusive fee is per couple, but in reality it is per person per night. Clients can often book the vacation cheaper online without using their timeshare, than with booking their timeshare and paying the maintenance fees and all-inclusive fees. http://www.timesharescam.com/
danielle_elliot Send email
Oct 28, 2014

Royal Elite

Salesperson claims that the all-inclusive fee is per couple, but in reality it is per person per night. Clients can often book the vacation cheaper online without using their timeshare, than with booking their timeshare and paying the maintenance fees and all-inclusive fees.
Claim that they can resell a previously owned timeshare for a profit and use that money to pay for the new membership at Royal Elite.
Salesperson offers extra weeks to clients for rental purposes. They claim that the rental income makes the timeshare a good financial investment, and they can use the money in the first few years to pay off the membership.
Salesperson claims that they can trade their weeks to RCI points, and use the points to pay for 100% of an airline ticket, when in reality RCI only allows for clients to use points for 33% of the cost of the ticket. http://www.timesharescam.com/
karennegro Send email
Jun 5, 2014

Royal Elite

We had purchased with Royal Elite 5 years ago. We had not been able to use any of the add ie HSA or RCI who were not interested in exchanges etc. with Royal Elite. However, we have been back to Mexico twice since our original trip. The first return visit was OK and we enjoyed our stay. The 2nd return visit was not so good and we noticed a definite change in the service towards Royal Elite customers. It was almost like we were the bad guys!! We arranged a meeting with the Sales Manager to complain and to try to find out what was happening and 'boy' what a tale we were told!! To cut a long story short we ended up being conned out of another £6000 to join what we thought was a private members club called PEN who were supposed to be amazing. We were told we would have no more administration costs to pay and that any future holidays anywhere in the world would never cost more than $99!! We had problems as soon as we returned home and have tried every which way to cancel our additional contract but have come up against brick walls. The only justice served so far is that the rep. Jim Ziskend who conned us into the additional contract, has been sacked for miss-selling. Even though the company has admitted this,they still refuse to refund our money or to send any evidence of what our additional funds were used for. We have requested exchange weeks from PEN.....they have none!! The two quotes I have requested for holidays have both been over $6000.........no sign of the $99 weeks!! I have now advised Royal Elite that I will be taking this further and am looking for a Solicitor who would be willing to take on this case. I would be very interested to hear from anyone who is trying to do the same or if anyone would be interested in forming a group/committee that could take on Royal Elite. Strength in numbers I believe!! My email is kazenegro@hotmail.co.uk.
CharlesB12 Send email
Jan 2, 2014

Royal Elite Timeshare Scam

Royal Elite has the worst customer service ever known.. a timeshare membership shouldn’t being sold for the purpose of renting it out for a profit. it is not an investment. you should be able to do a research about the company before signing, if you are not allow to take a couple days to consider a purchase as big as a timeshare membership, you shouldn’t purchase it at all. This is another forum with more complaints made to Royal Elite timeshare sales tactics, we are not the only ones.. this needs to stop:

VM70 Send email
Mar 19, 2013

Royal Elite Timeshare

Royal Elite sales associate are willing to tell you basically anything that you want to hear just to get you to sign, you should be able to ask as many questions as you have, you should be able to sleep on the decision you are about to make, specially is we are talking thousands of dollars, you should be able to review the hotel and the contract, if the contract is not giving to you to read it and review it.. THEN DO NOT SIGN, it means that everything you have being hearing during the presentation is a total and utter lie. Here is another forum of this hotel and how many other royal elite timeshare owners were scam by this resort:

Suzanne H Send email
Mar 5, 2012

Vacation Club Membership scam

I have also experienced a very poor service. We were promised that we would be able to rent back our weeks as we could not return to Mexico for a few years. We were told so many stories, since December 2011 I have emailed, telephoned to speak with someone anyone over this, we cannot find a company to rent back our weeks, I cannot get hold of anyone from REE to exchange these either. I still have the Reps. email address who sold us the weeks in April 2011, and have emailed her - whom we trusted, and have been told a variety of stories. I cannot believe we have been taken for such a ride! Please don't be fooled by the prospect of being able to rent your weeks back, this is not the case. As soon as I have more information, I will be passing the matter over to whoever can help us to ensure that no other family is taken in by this scam!
B Knapp Send email
Mar 2, 2012

Vacation Club Membership scam

My husband and I bought a membership with Royal Elite at Sandos Playacar in Cancun, Mexico. We were promised all sorts of services and amenities. Nothing about the membership that was represented to us has been true. We were scammed out of thousands of dollars and have nothing to show for it but heartache. When you contract with Royal Elite you also are enrolled with RCI and Holiday Systems International (HSI), which assists with cash exchanges for your Royal Elite weeks you don't use and other travel services, such as 50% discount hotels, airfare, etc. None of it is true...HSI advertisements are also false. I get better airfare and hotel rates by booking it myself. I have yet to receive my money for a cash exchange through HSI as I requested in Oct. 2008. So...to all you unsuspecting people who stay at any of the Sandos Resorts...WARNING!! Stay at another hotel. There are plenty to choose from in Cancun that don't have these con artist around. Stay away from the vultures that try to high pressure you into buying a membership. Don't be stupid as we were.
Web Relations Send email
Mar 2, 2012

Vacation Club Membership scam

Dear Royal Elite Vacation Club Members,

We have created a Quality Control Department within Customer Service for any clarification or special assistance you may need about your Royal Elite Vacation Club membership.

We also recommend you to visit our website for information and News about your membership www.royalelite.com such as New Royal Elite Units, New Water Park and Kids Club and a Members Only Beach Club at Sandos Caracol, New Resort Sandos San Blas at Canary Islands, etc...

Please feel free to contact us:

Quality Control Department
• E-mail Address:
customerservice10@royalelite.com, customerservice11@royalelite.com, customerservice12@royalelite.com
* From Mexico: 01 800 674 4444
* From Canadá/Usa: 1 866 384 7793
* From everywhere: (52) (984) 877 4040 Ext. 3208, 3207, 3213

Reservations Department
* E-mail Address: reservas@royalelite.com
* From Mexico: 01 800 674 4444
* From Canadá/Usa: 1 866 384 7793 Ext. 3203, 3204, 3205
* From everywhere: (52) (984) 877 4040 Ext. 3203, 3204, 3205

Customer Service Department
* E-mail Address: customerservice@royalelite.com
* From Mexico: 01 800 674 4444
* From Canadá/Usa: 1 866 384 7793
* From everywhere: (52) (984) 877 4040 Ext. 3200

Finance Department
* E-mail address: finanzas@royalelite.com
* From Mexico: 1 800 030 0058 Ext. 4248 / 4278
* From Canadá/Usa: 1 877 258 8318 Ext. 4248 / 4278
* From everywhere: (52) (984) 877 4040 Ext.3240


Erick Ferrari
Customer Service Manager
Royal Elite Sandos Hotels
Tel: 52 984 877 4040 Ext 3200
Desde Mexico: 01 800 674 44 44
From USA/CAN: 001 866 384 77 93

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