At AconsumerCredit, we have advocated with attorney lead counseling and administrative services for timeshare owners, since 2004. As part of our service to our clients, our team of timeshare industry experts, researches complaints against specific resorts, as we intake customers who have had negative experiences with their timeshare providers. In 2017, we noticed an uptick in the number of complaints online, and to our customer care team, regarding the Iberostar Club Hotels and Resort company.
Our blog functions as a resource to timeshare owners, and to consumers interested in learning more about the timeshare industry, and we also spotlight problems and issues, as reported by consumer complaints. In this article, we’ll share what we’ve learned through a large volume of consumer queries we have received, as well as information provided by leading consumer complaint online forums and websites. If you are currently an owner with Iberostar, we would love to learn more about your timeshare experience, and how you would rate your contract and services through the organization.
After reading our article, please feel free to share it, or leave a comment below. We value your insights and feedback, as we review some of the complaints and potential issues for American timeshare owners, in the ‘Iberostar The Club’ exchange.
About Iberostar The Club Timeshare Program
Iberostar Hoteles y Apartamentos S.L specializes in 4 star and 5 star hotels, and is 100% owned by a billionaire businessman and investor, Miguel Fluxa Rossello. The head office for the company is located in Mallorca Spain, and it manages resorts in Europe, North America, Latin America and Africa.
Iberostar received the “Best Hotel Chain of the Year” award in 2009, by the Travel Trade Gazette (UK). One of the directors of the organization, is also the CEO of the Thomas Cook Group. The resort properties were also promoted globally by celebrity actor and spokesperson, Antonio Banderas.
Offering timeshare owners multiple tropical destinations, and five-star accommodations, Iberostar provides more than 100 portfolio properties through exchange agreements, and eight owned resorts in Mexico, Jamaica and in the Dominican Republic, including:
The opportunity to participate in a vacation exchange program, that would allow your family and friends to vacation with you, in exotic European destinations is a draw for owners at Iberostar. Their exchange agreement allows members to access vacation time at the following international locations:
Timeshare owners at Iberostar can enroll in The Registry Collection, which allows expanded services and vacation exchanges at luxury resorts and global destinations. Concierge services are provided at no additional charge, to members of the program, which are meant to assist timeshare owners to navigate some of the complexities of booking exchange weeks and upgraded services. These include (according to the website), “valuable lifestyle resources from the Collection Partners, featuring international golf travel, yacht chargers, custom travel packages and other premium travel services”.
What Is Included?
Iberostar offers a credit based, or point system, and members are also able to use accrued credits (or purchase additional ones) to give as a Guest Certificate, and provide a vacation for a non-member.
As with all contracts and service agreements, the insights or term of service warning flags, can be found in the small print.
** Many of the products and services available in this program are provided by third party service providers (“Third Parties”). The provider of The Registry Collection(R) program (the “Provider”) does not make any representations regarding the availability of or endorse any of the products or services provided by Third Parties. The Provider expressly denies any liability for an individual’s engagement in any activity offered by or the use of any Third Parties. Additional fees, terms and conditions, and restrictions may apply and are subject to change as determined solely by the Third Parties. Some Collection Partner benefits may not be available in all regions.
When you read through this disclosure of terms and services carefully, you can understand that there is the potential for the timeshare to underdeliver on the amenities and expanded vacation services promised, as they are reliant on third-party partners. The disclosure also states that they are not responsible for any failure of the partner companies, to provide what is outlined as membership benefits.
The gap between what is advertised to entice and recruit new timeshare owners, and what will be delivered, is problematic, if the timeshare states that they are not responsible for ensuring that those services will be provided. Nor are they liable to timeshare owners, who experience difficulty in receiving them from the third-party partner. This is where the perception of what timeshare buyers expect (and are virtually promised) versus what they will receive, creates a problem for both the timeshare, and its members.
Negative Feedback on Trip Advisor
Trip Advisor is a trusted global resource for reviews and comments about resorts and vacation destinations. Why we like and trust them, is because all comments are moderated by the staff at Trust Advisor, to remove paid or sponsored comments, and they try to keep the reviews fair and objectionable, to both consumers and to the resorts.
There are over currently over 200 complaints and comments about Iberostar Club Hotels on Trip Advisor, and the number of complaints from timeshare owners seems to have escalated during 2017.
Negative Consumer Reviews on Trustpilot
At publication date, there are only 13 reviews for Iberostar Hotels on Trustpilot, which is a globally recognized online review resource. Trustpilot is one of the few review sites that does not allow businesses to pay to edit, moderate or remove negative comments or feedback.
The organization is currently rated at a 5.4/10 by online customer reviews.
While colorfully named, the review website “Pissed Consumer” is also a valuable resource when it comes to researching complaints about timeshare resorts and management companies. On this site, Iberostar has received an overall service rating of 2.9/10, based on 41 formal reviews. There are 112 total reviews for the organization on this site, with a resolved status (where the timeshare responded to the customer complaint) of only 4 cases.
Read more about what timeshare owners had to say about Iberostar.
Our advice to consumers, after more than fourteen years of providing advocacy and assistance to American timeshare owners, is to fully research any property you are considering, before you sign a contract. If you are a current timeshare owner with Iberostar, and you would like to learn more about your options and protections offered by American contract law, contact us for a free consultation, at 1-800-587-EXIT. You can also visit our website, and chat live with a member of our team, to discuss your situation, and get resources, if you intend to cancel your timeshare contract.