ComplaintsforFestiva Development Group, Inc.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at the ****** by ******* from 7/16-19, 2024. I paid $1008.51 for an ocean front room with a ************ bed in a 2 bedroom. This was confirmed in my reservation confirmation. At first I was given a 2 bedroom w a queen and 2 twins and no view of the ocean let alone ocean front. I expressed my concern & they gave me a 2 bedroom w ************ but not ocean front & no in room laundry. They texted me that night and the next day to ask about my stay. I replied twice w my concerns but no response. So I stopped in the next morning. ****** wasn't there so I spoke w *********. She said she would check w the mgr and get back to me. I never heard from her so I went back again. Spoke to ******** who said ****************** are incompetent and that the mgr will not be available until Sunday and that there is no one else for me to speak w except for him (********). I said, what if there is an emergency, he said I could only speak w him. He explained that I would not get any credit at all because the room had a partial ocean view and that if I wanted to contest it I better make sure I have a screen shot of my reservation (which I showed him). He said make sure I keep it. I also took pictures of my room so that I can prove my point but really it is not necessary since I did not pay for ocean view, I paid for ocean FRONT. I asked ********* why there was no laundry in my room. She stated none of the rooms have laundry. I said they are advertised as having laundry in the room. I also asked why no one responded to my text and ******** said the texts are automated. But in the text she asked me to respond to her. She said, 'please let me know how your stay is going.' Looks like a lot of false advertising bordering on fraud. Anyway, I'd like a credit, as ****** suggested, since you did not honor your reservation and did not follow up with me as you said you would and generally gave me the run around.

  Customer response

  07/23/2024

  Thank you for your response.  I believe they are the same thing.  Please see this link: ********************************************** and you will see that when you visit the wyndham website the coconut palms is listed as one of their hotels.  I can submit the complaint to coconut palms if you prefer.  You can also see from my receipt that it says coconut palms and ramada by *******.  I believe the company is coconut palms perhaps doing business as ramada by *******.  I will also attach a copy of the first part of my receipt (already submitted but I will submit again so that you can see that the receipt has both names on it. Thank you.

  Customer response

  07/23/2024

  Receipt attached.

  Business response

  08/01/2024

  First, let me apologize on the behalf of the resort and the way the staff treated the guest.  Please note that we do not guarantee bedding, only a unit type.  I also want to apologize as I was never informed about these issues (I am the Assistant General Manager of Property) and if I was made aware, I would definitely have tried to work with the guest and to resolve the issues.

   

  With that being said, we will be issuing a full refund, one, for not getting the right unit type, Ocean Front, but mostly for the way the guest was treated.

   

  Thank you

  ***************************

   

  Customer response

  08/03/2024

   
  Complaint: 22019724
  
  I am rejecting this response because:  thank you very much. I appreciate the response and professionalism of the Asst ******* Manager. Upon credit issuance I will be happy to close this case. Thank you again, ********. 
  
  Sincerely,
  
  *************************

  Business response

  08/12/2024

  I am just curious as was my initial response being rejected by stating that I would be issuing a full refund?  The refund has been processed so I am trying to understand what is taking place.

   

  Thank you

  ***************************

  Assistant General Manager, Coconut Palms Beach Resort II

   

  Business response

  08/12/2024

  Why is it being rejected as I have already issued the full refund

   

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On April 2, 2024 Festiva Development Group cashed a check for $2133.97 which was provided by myself in exchange for a release of lease for 2 weeks at the ************** Resort, managed by Festiva. They have a legal contractual obligation to provide back the fully executed lease release, which they have failed to do. I have reached out the them 8 times requesting an updated on same, but now that they have my money they ignore me. I'm a senior 88 years of age and don't appreciate their dishonesty and manipulation of a senior.

  Business response

  07/10/2024

  See attached letter.

  Customer response

  07/11/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  
  *********************
  ************
  ******************
  kenthomsononline.com
  CASE# ********
  7-11-2024
  It appears the team handling the lease release has misplaced the original documents which
  were sent to and received by them. We have a multiple week email chain confirming they
  have everything needed to process both. They cashed all required funds to complete closing
  both lease releases (would not have occurred had they not received back all required
  documents for each). Regardless, they are new indicating they will be mailing out a new
  version of the one they lost (this is fine), once received this will be executed fresh and back
  dated to the original they were provided, with explanation added referencing this case and
  delay caused. This BBB case cannot be closed until they provide what is required. Please
  check back with me and Ill confirm if they have sent what they indicate they will. Case
  cannot be closed until they receive back same with confirmation both lease releases are
  100% complete on their end. I do not control their ability to process in house, but as you
  can clearly see I have done 100% of what is required on our end.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Acct#**** / *************** ****** - Ive called several times seeking information on how to cancel our timeshare of 20 years. I am put on hold and never picked up again. Ive searched for an email address without success. The only way to contact them is under the contact us form submittal, again without any response other than an automated email from a 3rd party (****** ******************************* We used and enjoyed our timeshare when our kids were young, but now theyre grown and we have elderly parents to provide for, we do not have a need or desire for this vacation plan any longer and just need to know what you need from us to cancel effective 12/31/24 (since weve already paid this years maintenance fees and dont wish to pay for 2025). Weve been giving vacations away the last several years, and now that the account is paid in full, we just need to cancel. Please email me (email address associated with the acxount) with detailed instructions and any required forms and Ill make sure you receive what you need.

  Business response

  05/22/2024

  We apologize that ******************** has had difficulty reaching someone in our ************************** We are glad to offer a release and would ask that ******************** please submit his release request to ******************* so that his request may be processed. Thank you.

  Customer response

  05/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  M ********

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a contract for a 2-bedroom timeshare with Festiva and paid $900 for this rental. As of today 4/15/2024 years was told there are no units available for 2024 and I cannot get my money back.

  Business response

  05/03/2024

  Resort Travel & ******** **** has attempted to contact ************** and has not yet received a response from her. Voicemails were left for ************** on April 16, April 18, and April 23. ************** will be able to book any date she wishes to travel within her season. She should return the call to Resort Travel & ******** **** at the number that was provided to her.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January, 2023, we began making inquiries into the process of attempting to sell/release our TimeShare with Zelandia/Festiva/****** properties. We began by trying to contact Festiva about the process of releasing us from our timeshare with no response. We paid our 2023 annual maintenance fee and made a reservation for July. And, then we paid a special assessment fee in May, 2023. After we received an email about Festiva being closed for a holiday, we replied to that email and found out we were actually supposed to be contacting ******/Exit Line to be released from our timeshare, which we did.Our July reservation was canceled because Coconut Palms II was still being repaired from the 2022 hurricane season. We were told we could make reservations for September, which we did. Two weeks before our arrival, the reservations were canceled again. In September, we received another special assessment.In October, we emailed again to ask when the timeshare would be released. We were told it would be around January 17, 2024. In January, we emailed again with no response, so we emailed ***********************, President of Zelandia. He forwarded the message to their legal department and we received a response that the release paperwork was delayed because of a holiday. In February, we emailed again and received an apology for the delay. We are now into March and still have not received the paperwork to release us from the timeshare.We have, however, received notifications of maintenance fees that are/were due, plus late fees. Consumers are hard-sold into these timeshares and the deeded paperwork tying a consumer into the timeshare does not take a year to process. But, to get out of a timeshare takes over a year - plus late fees and interest ??

  Business response

  03/21/2024

  Thank you for reaching out and expressing your concerns. We apologize for the delay in receiving your release documents. We will reach out to you regarding your release documents shorty. 

  Customer response

  03/28/2024

  We received the attached email from ********* Holding Comapny.  We are in the process of getting the required notarized document returned to them.  We will update when all has been recorded and finalized.

  Customer response

  04/02/2024

  Date Sent: 3/28/2024 1:28:28 PM
  We received the attached email from ********* Holding Comapny.  We are in the process of getting the required notarized document returned to them.  We will update when all has been recorded and finalized.

  Business response

  04/02/2024

  We are glad to see you received your documents. Please reach out to owner services if you have any more questions.

   

• Initial Complaint

  02/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a timeshare 2002. We paid dues every year with price consistently going up. We have been paying 1700 for the past several years. We recently received a proxy form December 2023 resort closing. I called the resort they claimed they sent information back in August with all information. We never received anything. January 8 I received an email saying I had till January 12 to get two witnesses and paperwork notirized, I sent them a reply that I did not have enough time to get that done and I needed more information on the other property. I did not want a resort out of the country. We bought our timeshare here in *******. They wanted us to transfer to st. Marteen,without looking at it or getting all information such as maintenance fees or size of unit. They told me would be to comparable to what we had. They offer us some money 1800. To buy back but again I did not have enough time or all information. I take it they could send me original package that they sent out in August, they refused. We lost our property I have a deed and we did not get anything. We were not notified of the closing we were never sent any information back in August, and would not have known anything if we didn't get a letter about a vote and they needed our proxy. We would like some of our money back or a transfer to a timeshare in *****************. At this point we would just like some of our money back. I paid rci exchange for points from last year and this year back in December before we knew our timeshare was gone. We would not have done that if we knew we were know longer owners. We deserve money we bought property in form of timeshare in ******* now we have nothing. It's not right.

  Business response

  03/18/2024

  Hello, thank you for reaching out and expressing your concerns. We sent out multiple communications regarding the termination of the timeshare and we gave all owners until January 31, ************************** deed back their property. At this time if you would still like to choose one of those options, we can make an exception, however we need to be notified asap. If you do not pick one of the options, you will be paid out after the final sell their pro-rata share minus any amount owed to the Association.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/4/2022 I paid my maintenance fee dues $833.45 for my timeshare unit at Coconut Palms Beach Resort II in New Smyrna Beach, FL. This allows me to reserve my room for the following year, which I did for February 25-March 4th, 2023. Conf ********, enclosed from account.I was notified 2/10/23, 15 days before, that my room was canceled and I could not bank my week so I was out $876.00. I had plane tickets and a car rental booked for the trip with no room to stay.Festiva, the owner services, claimed the resort was closed due to damages sustained in the late 2022 hurricanes, however, the building that my reservation was in was open and people were staying there. Several of my friends were canceled with the same situation. I tried to contact Festiva for an explanation, I was advised the resort was closed and I was given a run around 3 times. It is my belief that they re-rented the units to other time share exchange operations and taking in more money. I had to rent a place down the beach, because it was last minute, I paid $3,037.56. Receipt enclosed. In 2022, similar story, I called to reserve my week in 2021 and was advised it was fully booked but I could call the resort directly as they might have rooms to rent because only so many are held for owners.I called the resort, and wound up paying the week out of pocket. So I lost out last year as well with my room due to them shorting owners. Proof they may be doing this same practice. I logged in to verify my reservation for 2023, 3 weeks prior & to pay the additional amount we were charged of $43,& it was confirmed, which was the week before they canceled on me. I would at least like them to reimburse the money for the room I paid through ******. I did visit the CPII while I was there to see what was closed with my own eyes. The building I was booked in was truly open & occupied, there were people on balconies, swimming in the pool, sunbathing & welcome signs in the Main building.

  Business response

  03/08/2023

  Thank you for bringing this to our attention, we will reach out to you directly. 

  Business response

  03/17/2023

  We understand your frustration and we are the best we can to make reservations with limited availability. If you are no longer happy with your timeshare, you can visit www.festiva.com/exit.php for more information. 

  Customer response

  03/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: BASICALLY stating I could sell if since I am not happy. No need for them to respond. 
  
  Sincerely,
  
  *** ******** *******

• Initial Complaint

  02/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello! My family and I are Timeshare owners. I had a booked room at ******* ***** resort for the week of April 1 - April 9. I paid my $882.38, my ID# ******* Contract # ******* I have NOW been told “lies”, inaccurate information and No Room as they cancelled the week. I’m very frustrated and disappointed. I’m out money everywhere. The flight to Florida, time off from work and a rental car. This is completely unacceptable and unprofessional to cancel rooms and then give to other owners. I’ve been a Timeshare owner for over 15 years. If they can’t give me back my room I want reimbursement for my room, my flight, rental car. The lack of communication is unacceptable as well. To rebook another condo it will cost me at least another $2-3000 as it’s 5 weeks away. Please advise accordingly. Thank you for your time. ***** *******

  Business response

  02/23/2023

  We apologize for the frustration and will reach out to you directly. 

  Customer response

  02/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  02/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On April of 2022 I paid my maintenance fee dues for my two timeshare units at ******* ***** Beach Resort II in New Smyrna Beach, Fl. This allows me to reserve my rooms for the following year which I did for April 1-8, 23 and April 8-15,23. Conf. #******* and *******. I was notified today that my rooms have been canceled and I can't "bank" my weeks so I am out the $1,764.72. I have plane tickets and a car rental for the trip as well and now no room to stay in. Festiva, who is the owner services, is claiming that it is due to the damage from the hurricane, however the buildings we are reserved in are open and people are staying there. Several of my friends and family are also being canceled with the same situation. It is my belief that they are re-renting these units to other timeshare exchange operations and taking in more money. When we call Festiva to try to get an explanation, we are given a run-around with someone reading from a script. When I call ******* ***** resort, they are directing people to continue to call owner services. They are all lying to the owners and not giving anyone any information and it is really looking like a big scam to everyone involved. I will attach the GM of ******* ***** contact and the Festiva reservation which shows at least one of my reservations.

  Business response

  02/21/2023

  Thank you so much for bringing this to our attention. Someone will be reaching out to this owner directly. Also, more formal communication regarding this issue will be sent to all ******* **** ** owners shortly.

  Business response

  02/24/2023

  Our records show that a representative from Owner Services has reached out to you regarding the situation. We will provide all owners information regarding ******* ***** ** Resort in the upcoming newsletter.

  Customer response

  02/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. As long as the reservation remains restored as promised by Festivia for the two weeks in April 1-15,  then this will satisfy my complaint and situation. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  02/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I chose to do a payment plan for my timeshare. ZCap is the company they use. I set it up and then got a message no payment was made. I contacted them in January and I spoke to a rep. He said something happened in their computer and he would fix it and send me a bank withdrawal authorization. I received it and sent it back signed. Now I got another non payment and late fee. This company just emailed me saying my payment plan was cancelled. Well I didn’t do it. I didn’t even go on the web site after I spoke with the representative. Something terrible is going on here.

  Business response

  02/16/2023

  Thank you so much for bringing this to our attention. We will have a representative from ********* ******* reach out to you and assist with resolving the issue. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩