Vacation Resorts International - Lake Forest, California

Roseann S.

VRI is nothing but a scam. We purchased a timeshare through them almost 50 years ago and have only been able to stay at our home resort five times and exchange six times. When we bought our second timeshare, they told us this was an upgrade, but they lied and saddled us
with another completely separate timeshare. When you bring anything to their attention and request cancellation of your agreement, all they want to respond with is that they have no exit options and that it is your responsibility to sell it. How is selling it our issue when they can turn
around and sell this for a profit? We are completely frustrated after speaking with Stacey Shilling, Robert Aldridge, and the corporate offices. They won’t do anything and have told us that they won't do anything to help us transition away from timeshare ownership. All they want to
do is make excuses, and we are tired of it. They are a worthless company, and everyone needs to know it.

Ashley Y.

VRI is a scam that prefers to pass the buck rather than handle things themselves.

VRI, known as Vacation Resort International, also goes by the name Vcation Trading International, VRI Americas, B2C, Exchange and Travel Club, Marriott Vacations World Wide, Owners Resort Exchange, all under the ownership of Capital Vacations who's CEO is Jason Shroff.

In 2018, my now husband and I were forced to listen to their terrible presentations just to get on our cruise ship. We didn't buy anything but was asked to sign something to opt out of further sales pitch agony. 3 weeks later, we got a packet in the mail about owning a time share in CA.
We called, complained, and were told that they would take care of it. To be clear, we never signed a deed, and to this day, we have never paid a single cent to this company.
Now, 2023, we receive a letter in the mail about how we owe money on a property in California that we don't own.
I am now calling VRI after speaking to an aggressively rude Palm Springs Tennis Club employee named Michelle, who kept telling us that we owe them money. She told me to call VRI, who would provide a contract and confirmation that we signed to own this timeshare.

Currently, I've been waiting for someone in billing at VRI to pick up the phone for over 16 minutes now.
Spoke with Jose, who was very kind and knowledgeable. Jose gave me some basic information about the timeshare we were signed up for and recommended that we speak to Inventory Control.
Total time on the phone so far: 30 minutes.

He sent me to Jake, who was clearly experiencing the after effects of some sort of hallucinating medication as his answers were slow and confusing at best. Jake confirmed that VRI didn't have any information on what we were billed for. He also said that he didn't have a signature for the property/ timeshare.
Because Jake offered no answers, I was transferred to Melanie Navarz, his manager.

I have now been on the phone for 1 hour. The only information I have received is that VRI has my information, so they are billing me based on nothing. Jake came back in and said Melanie was finishing up her cigarette break and would be right back.
I'm still waiting for Melanie (17 minutes later).
Jake then came on and said that Melanie was held up at the moment. Jake told me that because my name wasn't on the deed (that he doesn't have) that he couldn't give me any information. I reminded him that he has already given me all of the information I was asking for despite not being in his computer system.
For whatever reason, Jake kept delaying me prior to him transferring me to his manager, Melanie. I'm on the phone now for 1 hour and 39 minutes.

I then asked Jake to please send me some sort of notortzed documentation signed by myself and my husband confirming a contract with VRI and ourselves.
Jake would not provide any evidence that we have a contract with VRI. He then confirmed that he didn't have a contract.
Melanie finally got on the phone. She kept cutting me off. Incredibly rude and kept talking down to me. Once she confirmed that VRI is not the original managing agent and that Palm Springs Tennis Club holds the contract and responsibility for this timeshare, I was simply left a gast as the Tennis Club originally sent me to VRI.
Total time of my life lost: 2 hours and 9 minutes.

And if you're still with me, I'll say this: they obviously pay the bear minimum to their employees. So, if you're expecting superior customer service, lower your expectations. These individuals definitely behave their wage.
This is reasonable. What's not reasonable is attaining information that could have taken less than 15 minutes to give to me. Thank you for your time. Now, back to the Trash Tennis Club I go!

Cheryl E.

I am an owner at Roundhouse Resort, we asked to use a week in July in February by email after holding several times for long periods and not able to get a person. In early April requested again to use a week and for our parents to transfer from RCI to VRI to use their points at Roundhouse in Pinetop. Was told on April 26th, there was a week in July for us, but couldn't see my parents RCI points.

We never asked if they could see my parents points only availability of multiple units. There are many bad reviews on the Better Business Bureau, and many people have gotten rid of their units. This will be the third year that we won't use our unit, so will probably dump the unit as well. We had to make other arrangements for our family vacation, and very disappointed in the service from VRI. We used to be able to call Roundhouse directly and get check availability and book units. Now only VRI will book websites. When trying to do a booking on line, it appears you are being charged full price for the unit you are booking. So sad as we love Pinetop and enjoy the annual visits at Roundhouse. I would just say that buyer beware when dealing with VRI.

Bill F.

I waited 20 minutes on hold trying to get help to deposit my week with Interval International, then I was cut off. Most resorts Management Companies have an direct online deposit capability. Every year I go through this same frustrating process and every year I request that VRI upgrade its system to provide for direct online deposit. After 5 years, they have yet to do so!!! This is a totally unacceptable care of their clients.

Li I.

Bad servicing especially the billing...
If there is a company/management who is excellent on hanging up during the call. I'd give this business a STAR. One STAR, for having a bad services and a reflection of poor management.

C P.

This review is specifically related to a stay at San Clemente Inn, but VRI is the heart of the problem with the stay. Avoid them! This was not an “inn” or a “hotel.” They already have timeshare folks money, so they don’t have to impress them. They aren’t there to impress anyone. We stayed for 5 nights. On the last morning the cleaning person opened the door at about 8:45 demanding we get going. I told her we were getting ready. She heavily sighed and proceeded to stand outside the rooms glaring at us for the next hour and 15 minutes. Check out is 10am. A 10am check out is already ridiculous. 8:45 is insane. We had 3 rooms. We had vacated one of the rooms by 9:15 and we told her. She rolled her eyes and still stood outside “mad dogging” us. They didn’t clean any of the rooms once during our stay. Towel exchanges was the extent of their housekeeping. At $205 per night/room you would think you would get a little service.

The service we did get was in the form of a $75 per room cleaning fee. Over $3k for a 5 night stay wasn’t enough $$$$ for them. Remember they never cleaned the rooms during our stay. When we called to find out why there was an extra charge on our card. The manager proceeded to scream at us. When it was explained that no one cleaned our rooms during the stay we were yelled at, “we don’t do that!” She told us they don’t care about repeat customers. Lesson learned. Avoid all properties managed by VRI and stick to branded hotel chains.

Sherudi F.

Horrible people , I had a late fee for the maintenance fee of over 100.00 some dollars , called and spoke to Destiny a supervisor explaining my medical bills made it difficult to pay it on time , she absolutely refused to waive my late fee , no human factor with this company , they rather it goes to collections then waive the late fee , they work with capital vacations company and they were even worse .. some guy named Jose kept cutting me off and would not even let me talk .. stay away from dealing with these people they are horrible !!!

Danica P.

A scam. I have lost so much sleep over the money I wasted. They outright lied to us about it and are extremely unhelpful.