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Grand Pacific Resorts

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Reviews Grand Pacific Resorts

Grand Pacific Resorts Reviews (11)

Employee
Never in all my life have I ever been treated so poorly by an employer. Your new manager Peter at Olympic Village Inn, Olympic Valley CA, can be to blame. Please email me for further details, but I am disgusted and will be reporting him, and GPR to the Better Business Bureau

To whom this may concerned,I would like to withdrawn my compliant re: Grand Pacific Resorts with regard to the delayed in the refund. The issue is resolved today, so no further action is needed Thank you, -- *** ***Cell - ###-###-####

Review: I received a telemarketing call from Grand Pacific Resorts on April 9 and Grand Pacific promised availability in May, June or July for three days in exchange for a timeshare tour on the last full day. Initially they claimed availability in May but then this was delayed to June and then July. They are now stating they have no availability but are refusing to refund the $349 dollar deposit they placed on my credit card on April 9. This is a deceptive practice and all I want is a refund since they are unwilling to carry through on the service they initially advertised. I have not stayed at a resort nor have I completed a tour.Desired Settlement: A refund to my credit card of the $349 charged to my account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The message from the business is ambiguous. If they actually resolve this situation by issuing a refund I will accept it.

Regards,

Business

Response:

Dear Revdex.com:

The following message was sent to the [redacted]'s yesterday at 5:04 p.m.

Mr & Mrs [redacted], please find in the attachment a

result transaction of a refund for $349 issued to your card ending in [redacted].

If you have any questions or concerns, please do not

hesitate to contact me at the information listed below.

I apologize for and inconvenience in the delay of this

refund.

I can confirm that the refund was processed and have attached a copy of the transaction of refund.

We hope that this will satisfy the [redacted]'s and regret that they could not stay with us.

Sincerely,

[redacted] - [redacted]

Review: Company charged $275 to book a timeshare presentation and to stay in the hotel. When I tried to book the hotel I was told it would be an addition $100 for a room upgrade which I was ok with and then I was told its an additional $50 because its the weekend. I was also told I could cancel at anytime, which obviously was not the case. THIS IS A TOTAL SCAM, DONT LOSE YOUR MONEY.Desired Settlement: I want a full refund of my money.

Business

Response:

Dear Revdex.com:

We are in receipt of the complaint from Mr. [redacted] as it relates to the Marketing Package he purchased on April 8th, 2013.

Mr. [redacted]'s purchase, which included a 100.00 Pre-Gift LEGOLAND Card, valued at 100.00 was for 4/3 mini-vac stay, which was for a basic hotel suite stay arriving on a Sunday thru Thursday. At the time of purchase Mr. [redacted]'s contract outlined the Accommodations within the Details of Participation.

Review: I purchase a vacation stay for 3 day 2 nights with the Grand Pacific Resort for a stay in March 2013. We completed the timeshare tour and stay as agreed without any issues or concerns arising. Our stay was March 13-15 and I paid in advance. On April 9, 2013 I received a charge on my bank account for $199. I have called multiple times. The front desk referred to an employee names [redacted]-I believe in the sales department. we have spoken a couple times and left messages back and forth. [redacted] told me he would take care of the this and that it was a billing error and that then he would contact me to let me know it had been taken care of, I have messages with him saying just that on my phone. He never got back to me or fixed the problem. I called him again and it is the same as the first round of calls. He told me he would take care of it and then get back to me... that was over a month ago and I have not received a refund or a call back from [redacted] or the resort to fix this billing error. I have left another message at the resort for someone to call me asap and take care of the billing error.Desired Settlement: Hopefully help the resort improve their business practices for customer service and dealing with billing issues. When I called to speak to someone they were unsure where to direct my call and it seems that [redacted] is not the person that normally takes care of issues like this, otherwise he would have actually taken care of it when he said he would.

Business

Response:

Dear Revdex.com:

We are in receipt of the complaint filed by Ms. [redacted].

[redacted] our Sr. Manager of Call Center Operations had been in touch with Ms. [redacted] regarding her complaint of being charged $199.00. ** then followed up with our Marketing department and could find no such charge on our records. ** then reached out to [redacted], Assistant General Manager of Grand Pacific Palisades resort to see if any such charge resided from her stay while on site. Ms. [redacted] searched our merchant account and also found no such charge. If any charge was made in error we will certainly refund ASAP. At this point we have asked Ms. [redacted] to please provide a statement from her bank of such charge so that we can further investigate.

To date we have not heard back from Ms. [redacted] but will certainly keep trying to reach her so that we can come to resolution.

We will report back as well as soon as we are able to connect with Ms. [redacted].

Sincerely,

Director of Owner Services - Grand Pacific Resorts

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I have attached a screen shot of the bank transaction that has the debit to my dcard from the Grand pacific. They have not tried to contact me other than a message from [redacted] that he was again looking into it, and in the message he did not ask for any bank statement, this is the first time I'm hearing of them wanting to see the statement...they should really work on their customer service approach. I will call them back again.

Regards,

Review: My contract states that maintenance fees, dues and property taxes are not due until 2016; which is my first year of occupancy. Then I received an invoice for $679.83 for 2015 dues fees and taxes. I emailed customer service who told me my sales person gave me the wrong information. They didn't address what my contract said. I spoke with my sales person, who referred me to her supervisor. The supervisor told me I have to pay because I can use other parts of the program. This is not in my contract and I have no intention of using other parts of the program this year; that's why we started it in 2016.Desired Settlement: There are 2 desired options, either a refund of my $12k purchase price, or removing the 2015 balance due.

My first annual payment will be for 2016, in 2016 and I will use any and all services in 2016

Business

Response:

Dear Revdex.comour apologies for the late reply - as it is always our goal to take immediate action to resolve any owner / guest complaint. we are reaching out to Ms. [redacted] today in hopes to resolve her complaint and will respond by end of the day tomorrow 9/11/2015 with the outcome and resolution.Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As far as timing for the 7 day response: I received a call from [redacted] at 7pm on September 12th. I was not home so I called him back on Sunday and Monday but he didn't answer and there was no voice mail. He did answer when I called him Monday evening and repeated what the original Sales Manager told me.My contract states that I owe fees beginning in the first year of occupancy, which for me is 2016. He states they are doing me a favor by billing half of the fees now and half in 2016. He is willing to reverse any late fees that are levied since I can't seem to understand that I must pay more than my contract requires in 2015. He will call me tomorrow. This response was due in 7 days so I am sending this now. I do not expect him to change anything tomorrow.

Regards,

Review: Before staying at this resort, I had called and asked about security there. I wanted to drive my motorcycle there. They told me they had secured underground parking, with surve

lence cameras and security patrol. Towards the end of our stay there, my motorcycle saddlebags were broken into and all the contents were stolen, in their secure parking. Camera was supposedly about 20 feet away in one direction and 40 feet away in another direction. Also there security guard was incompetent, more concerned with being friendly, than actually securing the area and questioning suspicious activity.Desired Settlement: Replace cost of stolen items on their secured property.

Business

Response:

Dear Revdex.com:

The complaint from Mr. [redacted] was received and the General Manager of Grand Pacific Palisades is fully aware of the situation that occurred. We are very sorry that Mr. [redacted] was the victim of theft while on property at the resort.

We have thoroughly investigated this incident complete with police report and internal investigation.

It is our response that while the [redacted] party was a guest of the Grand Pacific Palisades that we are not liable for the theft. The saddlebags with in the motorcycle were broken into. The guest had a key to their other vehicle inside this bag which allowed the person / persons in question access to their vehicle and the items inside.

I have attached a letter from the General Manager which was sent to the [redacted]'s detailing the investigation, our findings, and also with copies of the signs posted throughout the garage and on the parking permit states a disclaimer, letting the guests know they park in our parking garage at their own risk and that the owner and operator of the parking facility disclaim any responsibility against the loss or damage to vehicles.

We certainly take our guests safety as a number one priority and if any negligence was found would take 100% responsibility. We do not believe this to be the case with this incident.

We will be happy to provide any further details of the location of the vehicle or any other information that you may need to assist in the determination of this complaint.

Sincerely,

Director of Owner Services - Grand Pacific Resorts

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I believe there is no security camera or adequate security there or they would have something on video camera. I suggest there are no cameras or they are inoperable and the security man does not ask questions or confront anyone that might be on the property. They allow employees of a near by business to park in the facility parking and friends of guards hang around. Signs, do not make it right for inappropriate security at a facility.

Regards,

Business

Response:

Dear Revdex.com:

We have received the rejection of Mr. [redacted]. At this time we are asking for three business day from today to respond as a key manager / leader is out of the office for review of the rejection.

We will keep this as high priority and will respond no later than Tuesday August 13th 2013.

Sincerely,

Business

Response:

Dear Revdex.com:

I am in discussion with upper management at this time regarding this complaint and ask that we please have until Monday to respond to the rejection from Mr. [redacted].

We sincerely appreciate your patience as we want to ensure that we have covered every aspect of the claim.

Thank you again,

Grand Pacific Resorts

Business

Response:

Dear Revdex.com:

This is to confirm that Grand Pacific Resorts stands by the position stated in its initial response, rejecting Mr. [redacted] claim. We seriously reconsidered this matter and made every effort to conduct a detailed and through inquiry of the event, but unfortunately we have again come to the conclusion that Grand Pacific has no liability for Mr. [redacted]’s loss.

Review: My husband and I signed up for a tour for the resort at a lego land location. The tour was scheduled for March 27th at 2pm. I called a week in advance to let them know that due to my husband's duty day changing (military) we needed to reschedule. They told me tha THEY would call ME the 1st week of april, and insured me my card would not get charged since we were wanting to reschedule not cancel. My card was indeed charged before the 1st week of april ended and I had not gotten a call from them. I have been trying to reach a supervisor for a week now with no call back. My account has been over drawn and bills have been messed up and I have no way of contacting the supervisor other than voice mail.Desired Settlement: I want my card credited back as well as the over draft charges that happened due to the money being removed. I want to speak with the suoervisor.

Business

Response:

Dear Revdex.com: We are still in the process of trying to contact Ms. [redacted]: We had re-scheduled her tour per her request to reschedule at which time she did not show. per the terms and conditions of the tour - she received a $100.00 pre gift card and if the tour is not fulfilled the charge is incurred. Our Marketing Call Center Manager is reaching out and we hope to have this resolved shortly and will respond back as we finalize resolution with Ms. [redacted]. Thank you, [redacted]Sr. Director of Owner Loyalty Grand Pacific Resorts

Consumer

Response:

They had not attempted to contact me, I had to call several times a day for over a week. Left many massages for a manager they kept transfering me to that STILL has yet to respond. I finally was transfered to a male manager who did reschedule my appointment. We however did miss the last one scheduled due to my grandmother passing, I was and still am unable to reach anyone at that location. No one returns messages left. My husband, son and I were really looking forward to the tour and seriously considering purchasing a time share. But with this lack of professionalism and customer service, not only will we be seeking other Time Share locations but we will make sure to tell everyone not to go with this company.

Review: I was callled by this business and offered to be able to use a time share for the disclosed amount and all I had to do was call and reserve my dates. Every time I call the never have any openings. They told me that I would be able to come in the summer months, which I could never get a date, they told me I could get the time I wanted, which I never could. I have asked for my money back approximately 5 times, and they refuse. I do not want to go to this timeshare presentation, I do not want to go to their timeshare because they never have anything open when I can go. I simply want my $249.00 refunded back to me. They keep giving me the run around and never will give me the information to get a refund.Desired Settlement: I want my refund of the $249 since I have not used their timeshare nor do I plan to. They falsely advertised their establishment to have plenty of availability, however, they never ever have any openings!

Business

Response:

Dear Revdex.com:

It is with deep regret that we were unable to find a time that worked for Ms. [redacted]. It is our understanding that Mrs. [redacted] was thinking about September however is a teacher and her son is leaving for college next week.

With that being said, we have refunded Mrs. [redacted] in full the $249.00 that was paid and we hope that this closes the matter.

Sincerely,

[redacted] - [redacted]

Grand Pacific Resorts

Review: Grand Pacific Resorts (aka Marbrisa Hilton Grand Vacations Club)' sales representative tried to sell me a promotional vacation package (3-4 days stay at the resort at a promotion rate and agreement to attend time-share representation). At the time of the call, I told the representation (Ms. [redacted]) I that I wasn't sure if we would be able to go and need to consult with my husband. Ms. [redacted] convinced me to go ahead with the purchase to "lock in" the rate and if I could not go, she will process my refund if I made my request within the next 7 days. The charge was made January 31, and the refund was requested on February 3. To-date no refund has been processed despite my multiple attempted to contact Ms. [redacted] for the refund. After a couple of voice mails with no responses, Ms. [redacted] called me back and promised that the request will be taken place over a couple of days, but I haven't seen any refund to my credit card yet. It has been going on for a month very frustrating.Desired Settlement: I would like the refund (plus interest that may incur due to the carrying balance as a result of delayed refund) to be processed immediately, and someone to call me to confirm that the process has taken place instead of empty promises.

Consumer

Response:

To whom this may concerned,

Review: We paid $229 the last time we were in Carlsbad to secure a future weekend at the Marbrisa property. My wife and I have called numerous times in an attempt to get a reservation for June 20 and June 21, 2015 (my birthday and Father's Day weekend) to no avail.

Thus far:

1. We have been told that they cannot make reservations that far in advance (nothing in their written materials about this).

2. They have told us they do not know when they will be able to take a reservation.

3. They have offered no reasonable explanation of what the problem is.

4. They have refused to refund our $229 or provide a credit.

5. Their customer service hung up on me, refused to answer my calls, and has not returned my messages after I called on April 10 in an attempt to get this resolved.

6. They have refused to let us out of the remainder of our obligations under our written agreement (including attending a timeshare presentation where no one will benefit as we obviously are not going to spend $.01 and we are going to tell everyone about the awful customer service experience we have had in an attempt to dissuade anyone else from spending even $.01 given the situation).Desired Settlement: We want this to be resolved through some combination of the following:

1. Confirm our reservation for the dates requested;

2. Refund our $229;

3. Let us out of any further obligations under this contract including, but not limited to, attending any timeshare presentation; and/or

4. Any further relief/compensation/benefits that can be offered given the problems here and in an attempt to fix our views regarding this entity, this trip, and their affiliated businesses including Hilton.

Business

Response:

Dear Revdex.com:

We are truly sorry that we were unable to secure the requested dates for the [redacted] family. They

were fully refunded $229.00 on 4/16 and due to all issues we did not charge

back the $100 pregift they received when they purchased their marketing

package.

When

we spoke with them, they were advised that we will not be charging back the

$100 due to their inconvenience.

We hope the above action will close this complaint. Sincerely, [redacted]Sr. Director of Owner Loyalty Grand Pacific Resorts

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. However: (1) it would have been nice if the business cared enough to spell our name correctly ([redacted] instead of [redacted]); and (2) the company did not/has not tried to charge back the $100 gift, but their response is inaccurate as they repeatedly advised us they would make this charge (and I clearly and unequivocally responded that any attempt to charge any amount would be met with a swift and decisive response from me as no such charge was authorized). So, although this complaint appears to be resolved, the company's carelessness and outright fabrications are things you and other consumers should know when evaluating this business.

Regards,

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Description: Vacation Time Share, Hotels

Address: 5900 Pasteur Ct #200, Carlsbad, California, United States, 92008

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