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Oyster Bay Beach Resort

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Oyster Bay Beach Resort Reviews (2)

Review: We have owned this timeshare since 2004 and have probably only personally used it three times because we are not in a position to plan a vacation years in advance. We are not sure who is in that position. It seems a bit unrealistic. The availability of properties is extremely sporadic.

The person who has used the timeshare most often is my mother. Her experience has

been horrible because the majority of resorts available have been old and dirty. One was infested with roaches.

These conditions are unacceptable, especially because the maintenance fees and other fees have constantly increased.Where is this money being spent?

We have attempted to contact [redacted] Management and the resort, but both have been unresponsive to our complaints about availability, cleanliness of the resorts and the ever-increasing fees. Instead of listening, the staff constantly tries to upsell us into investing more money to upgrade without showing any real value.

We will not continue paying for a timeshare that is unavailable and for resort exchanges to properties that are dirty and unkempt. This is ridiculous and it’s materially devalued our investment. Our contract has been breached. Remove our names from this timeshare. You can sell it, rent it or keep it. We are no longer financially responsible for this property.Desired Settlement: Remove our names from this timeshare. You can sell it, rent it or keep it. We are no longer financially responsible for this property.

Business

Response:

September 30, 2014Dear [redacted]:I am in receipt of your e-mail of September 12, 2014 regarding the above referenced consumer complaint. Consumer states that since the time of purchase she has personally only been able to use the timeshare membership three (3) times, however, she does indicate that her mother has used it. Her complaint stems from an increase in maintenance fees and other charges since her purchase and she would like to relinquish her timeshare membership.It is the policy of Oyster Bay Beach Resort (“OBBR”) to allow our members to relinquish their timeshare membership in OBBR once any loan encumbering the timeshare has been paid in full. Since Consumer purchased the timeshare on the resale market, there was no loan associated with her acquisition and she is free to relinquish the timeshare. Her timeshare membership has been cancelled effective this date.I would like to address the claims in consumer’s complaint because I believe that her issue is not with OBBR, its owners, associates and subsidiaries, but rather with [redacted] (“[redacted]”), a timeshare exchange company used by OBBR to allow our members the flexibility to travel to other destinations. A timeshare owner can deposit their usage week from their home resort with [redacted] in order to exchange that week for a week at another resort.In reviewing Consumer’s usage of her OBBR membership, I was made aware that she has never stayed at OBBR since the purchase of her timeshare membership. In fact, she has only used her OBBR membership to exchange to other resorts through [redacted]. I contacted [redacted] to get a background on where Consumer and her extended family have traveled using their OBBR timeshare interest as an exchange.[redacted]’s records show that Consumer and/or other family members have done eight (8) timeshare exchanges where they have traded their OBBR timeshare usage in order to travel to another resort. In addition, Consumer and/or other family members have also taken advantage of [redacted]’s getaway program to book three (3) additional vacations. They have traveled to Hawaii, Florida, South Carolina, Nevada, Puerto Rico, Mexico and even Dubai in the United Arab Emirates. The majority of their accommodations were ranked as “Premier” by [redacted], the highest level of accommodations and service.Consumer has indicated that she has only been able to personally use the timeshare three (3) times because she is not in a position to plan a vacation years in advance. At Oyster Bay Beach Resort, reservations can be made up to one year prior to the requested date of travel. With [redacted] you can place an exchange request can be made up to two (2) years before your desired travel date.Consumer has inquired as to where her annual maintenance fees for her OBBR timeshare are spent. The maintenance fees paid by Oyster Bay members are used to maintain Oyster Bay Beach Resort only, not other resorts associated with [redacted]. If she were to visit Oyster Bay she would see that the entire resort has been renovated over the past few years, including all the units and the infinity pool. Other resorts within the [redacted] exchange program are maintained by maintenance fees and other special assessments paid by each resort’s owner base.I am unaware of any contact made by Consumer to either OBBR or [redacted] regarding availability, cleanliness of the resorts and the increasing fees. Our Member Services department documents all calls by putting notes in the servicing system. If Consumer had been in contact with our Member Services department regarding issues of resort availability or complaints about accommodations, Consumer would have been referred to [redacted], as OBBR is unable to address any issues with respect to exchanges made with [redacted].In reviewing our servicing system, I do see that Consumer did speak with a collection representative several times during the past six (6) months as follows:(1) May 19, 2014 – Consumer advised they are in the process of transferring the timeshare; advised maintenance fees needed to be paid in order for the account to be transferred(2) June 2, 2014 – Consumer stated they would call back in two (2) weeks; would not commit to a payment(3) September 3, 2014 – Consumer requested to be called back at end of week, stated may relinquish, but did not commit because claims she is waiting for a transfer to be completedDuring each of the above conversations, Consumer was offered the option of relinquishing the timeshare.We encourage all of our members to travel to Oyster Bay and experience our island hospitality. Pursuant to her request, we have cancelled Consumer’s OBBR timeshare membership effective this date; however, if Consumer would like to travel to Oyster Bay, we will give her thirty (30) days to contact us and we will reinstate her account. She should contact our member services department at 866-297-6978, extension 1, and speak with Karen B[redacted]. Ms. B[redacted] has been with Oyster Bay member services since [redacted] purchased the Resort in 2003. She is a top member services representative and prides herself in quickly and effectively responding to all consumer inquiries.Should you have any questions, please do not hesitate to contact me.Best Regards,Kimberly WVice President

Review: This complaint deals with the attempted purchase of a timeshare unit from this company and the transfer paperwork to transfer the unit purchased from the old owner to usOn October 31, we purchased a timeshare for this resort (Oyster Bay Beach Resort) on the internet auction site [redacted]We paid the fees in full on November After a number of phone calls to the customer service line, we were told that paperwork was only actioned quarterly, and that their legal department was busyTheir "Assignment and Transfer Agreement" was finally sent to us in March 2013, and was fully executed, signed, and returned on May A phone call to their customer service line identified that the transfer was completed on July 2013, and that they would be sending out the paperwork soonWe paid the maintenance fees to their accounting departmentToday, October 2013, I again phoned their customer service line and again received the story that their legal department was busy, and when I pressed the issue was hung up uponIt has now been over months since we purchased the propertyWe have yet to see any paperwork from this company for our records.Desired Settlement: I am not asking for compensation, rather that I receive the appropriate transfer paperwork, and an apology from an executive from this company (other than their customer service) for their dismal performance, and abrupt treatment of clients/owners
Business
Response:
Dear **[redacted]:
I am in receipt of your e-mail of October 10, regarding the above referenced consumer complaintThis complaint arose in connection with the transfer of a timeshare membership at Oyster Bay Beach Resort (the “Resort”) from [redacted]., as seller, to [redacted] and [redacted], as purchaserFollowing is my response to **[redacted]’s complaint
**[redacted] has indicated that he purchased the timeshare on [redacted] on October 31, and paid the fees on November 1, [redacted]., the owner of Oyster Bay Beach Resort (“[redacted]”) did not receive the $transfer fee until mid to late NovemberBecause [redacted] is a small company, we batch the transfers every six to eight weeksUnfortunately, the check for **[redacted]’s transfer was received after the date of our last batch, which was November 14,
Under circumstances, the next batch would have been processed in late January; however, the company was involved in two high priority financial transactions which tied up the legal department from mid-October through mid-June These financial transactions were for the benefit of the Resort and, ultimately, its timeshare ownersI agree with **[redacted]’s dates as to when documentation was sent to him and returned to [redacted]
Due to the ongoing financial transactions and time constraints created thereby, [redacted] elected to complete transfers on our reservation system, our exchange company and our servicing company even through we knew we did not have the ability to send out the fully executed documentation to consumers at that timeWe did this so that the new owners would have the ability to make reservations at the Resort or deposit their usage for an exchange with Interval International without any further delayAny consumer who contacted us regarding the executed paperwork was advised of this situation and advised that the paperwork would be forthcoming
**[redacted]’s transfer was completed on July 16, 2013, and as of that date, **& [redacted][redacted] had the full benefit of Oyster Bay Beach Resort membership
In late September, our legal department was finally able to begin the process of sending out the fully executed paperwork**[redacted]'s paperwork was sent out on October 4, A copy of that executed paperwork is attached to this response
When **[redacted] spoke with [redacted] in our member services department on October 8, 2013, she explained the delay in sending out the executed documents; however, she also reassured him that the title to the timeshare was in his and his wife’s name, that they were able to make reservations or deposit their membership for an exchange and, not knowing that the final paperwork had already been mailed, that the fully executed paperwork was in process of being sent out
[redacted][redacted] is my top customer service representative, who is very adept at handling difficult situationsWhen I spoke with her regarding this matter, she advised me of what she had told **[redacted]She further stated that **[redacted] continued to press the issue to the point of “badgering”[redacted][redacted] had no further information she could relate to **[redacted] and when he continued to be argumentative, [redacted][redacted] said "Good Day Sir" and terminated the telephone callOur member services representatives are permitted to politely terminate a call if the call becomes abusive
**[redacted] then contacted Joan [redacted] in our collections departmentAgain, **[redacted] advised **[redacted] that the timeshare membership was in his name, that he was able to fully use the membership and that the legal department was in the process of mailing out the executed documents**[redacted] advised me, at that point, that **[redacted] gloated over the fact that he had already reported us to the Revdex.com” and told her “just wait”Further, he advised her that he never intended to go to Oyster Bay Beach Resort
I can certainly understand **[redacted]’s desire to receive a fully executed copy of his transfer paperwork in a timely manner and it is certainly our intention to get this documentation out to the consumers as quickly as possible[redacted] takes great pride in offering a superior quality vacation experience to our ownersThe financial transactions which caused the delays in completing transfers of ownership were to provide [redacted] with the resources to continue to make improvements at the Resort for the benefit of our owners
By this time, **[redacted] should have received his copy of the fully executed counterpartIf he has not, we would be happy to send him another copy
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
I thank the company for the responseAlthough not in agreement with details in the response vis a vis [redacted], the response does match the timelinesThe timelines are the crux of this complaint

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Description: Travel Agencies & Bureaus

Address: 1767 Sentry Parkway West Building 19, Suite 420, Blue Bell, Pennsylvania, United States, 19422-2200

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