Executive Resolutions at HVC

[h2oflyboy]

I've been through the 3Ds this past few months! DENY, DELAY, DEFEND

I bought into the Cabo Azul Resort (FEB24) to allow me better availability for the legacy DRI resorts. It was a good purchase. I would have bought it without their sales presentation that included the offer of converting my 2ndary market purchase to "Now be include in my status" I had two sales agent David and Alejandro assured me that this could be done - a little button on their tablet could accomplish such a magic trick. Even though I was skeptical, the offer to convert was accomplished - a few months later, I had Centum+ status, a concierge, and open searches. I also had used the total of $350 Lyft charges, and was trying to schedule the $1000 open season credit. The concierge had resolved 2 headaches of making reservations 10 months out. I upgraded my Maui unit from 1 week to 2 weeks (SEP24). On the date of signing the contract in Sept, I noticed the Centum+ status written on the 2nd page of the contracts - along with the 6 guest's certificates.

However in October, I saw that my status had been reduced on my dashboard, and the open season credits were posted dated reduced in July 2024 to $700. I viewed the transactions and could see when the money was removed. Someone (They) reviewed my contracts??? NO ONE has ever told me what exactly happened! "THEY" removed the status without notice, or communication.

I started my trials at the beginning of October, first agent thought it was a "glitch" and sent a request to fix the status and $$ back to my account. She sent this through an IT request - She did so, because she actually had in her system... that I was at Centum+ status.

Eventually - 2 hurricanes later, I called and spoke with a supervisor that gave me the MOST generic email address ever! A day later I got a response from Lizz Moore (executive resolutions). While I got a prompt response the one time.... every other communication took weeks to answer.

The email was also sent to the Cabo Azul gentleman, my concierge, and the sales office in Maui - NONE of them responded. A simple answer from David & Alejandro saying, "yup, we did this" did not occur with transparency towards me. I was simply dropped with no concerns of any of the above employees. Their boss tried to cancel my fully paid contract to resolve this issue. He eventually called this "button on the tablet" a "GLITCH"

I offered a suggestion of a compromise and that went unanswered as well. It seems even the Director of Sales and Cabo Azul had no authority to approve anything.

I again in Nov2024 upgraded a NYC deed to another NYC deed, and again in the contract signing my sales executive also included in the contract signing the status of Centum+ and 6 guest certificates. She also quoted an incentive. If the client upgrades and the total $$ is over a certain monetary value, Centum+ status can be granted for a "Temporary 2 year upgrade" That was the suggestion, I had offered the Director of Sales in Cabo.

A second person from Executive Resolutions wrote me an email, stating I needed to get a hold of this Sales Director ASAP, as he was in the midst of canceling a fully paid contract. The email came at 2am in the morning and had no signature, title, location, or phone number. She did this twice. Finally after 2 emails she included all of those bits of information, but insulted my understanding of a "global" company. The times of the emails being sent - yes were important, but my biggest qualms were who doesn't sign their emails???

A final sales presentation was taken in DEC24 and with it, went my 2ndary market purchase - every point I have is now available for status and thus have reached Centum+

Yesterday, Lizz Moore sent me an email with no apology about my treatment - length of time passed almost 3 months, and the offer of Centum+ status for 2 years ending 12/31/2026.

I know this is a lot to read, thank you for taking the time if you got here. I'm posting this so that other that get sent to the Executive Resolutions Offices; they have no boss, no one to report to and do an awful job representing the brand. When you call - your phone call is being recorded but the monitoring of the Executive Resolutions Offices does not happen and thus 3 months for a resolution, unprofessional communication standards are left to their own devices.

 

[Chris-ATX]

Thanks for sharing.

 

[GT75]

Thanks for sharing. Unbelievable. I always thought that HGV would do the right thing.

 

[h2oflyboy]

Thanks for sharing. Unbelievable. I always thought that HGV would do the right thing.

I too thought this! I've had great experiences! I had enough points I could go to Orlando, FL stay for 4 days then go home on the weekends - I could do this 49 weeks of the year. HGV works for me!

I actually wrote to Lizz Moore, she was the reason I had become disappointed with HGV - HER ALONE!

 

[GT75]

I had Centum+ status, a concierge, and open searches.

What are “open searches”? I haven’t heard this term before.

 

[rjp123]

With all your issues, why would you keep buying more?

Sent from my Pixel 8 using Tapatalk

 

[rjp123]

Also, I think this should be moved to the HGV/DRI forum.

Sent from my Pixel 8 using Tapatalk

 

[h2oflyboy]

With all your issues, why would you keep buying more?

Sent from my Pixel 8 using Tapatalk

It was ONLY ONE issue, and I lowered my maintenance fees 30% - yay

 

[h2oflyboy]

What are “open searches”? I haven’t heard this term before.

I used the term "open" (similar to RCI's ongoing search) but it actually named in the benefits as...

Loyalty Search Request​

As a Member with HGV Max benefits, you may set up an automated availability search online, based on your tier status, to find resort reservations that include the accommodations and number of nights you desire. Once a Loyalty Search Request has been set up, we’ll search for you and will notify you after a reservation is found.

Whether they are named "Open, Ongoing, or Loyalty" they have a similar end result. Sorry for the confusing term.

 

[h2oflyboy]

I’m back at Cabo Azul, where I got screwed on loyalty status and open season credits last year. At checking, I was offered $300 resort credit for an owner’s update. My goal was to find the director that did the dirty deed.

I ended up agreeing to 120k HH and scheduled a meeting. I got a phone call to the room, not my cell phone. my family let me sleep but they told me that the caller want to talk about my scheduled update. Fast forward to the next day and another room call - we missed. I went to checkin, and :05 minutes later, someone came into the front door, looked directly at me, and asked me to step outside.
Seems there were not enough sales associates, and they chose me to skip the owner’s update. I got the 120k HH, didn’t sign anything either, with the promise I would see the 120k HH in 4 days.

On the checkin sheet, I was the only 120k offer, and there was 1 $300 resort credit, most of the other offers were for $150-200. Now… the question, was I voluntarily removed for the lack of sales associates, or was my name flagged because they didn’t want to speak with me?

anyways… it’s freeeeekin’ gorgeous here in San Jose del Cabo, not a cloud in the sky, family with me, and in a 3BR penthouse.

 

[GT75]

I am reviewing your post again and have a question. What was the reason for your downgrade? Was it because the resale deeds couldn't be counted? I asked because I have been told several times during my OUs that I also would be Centum+ by counting all of my resale deeds. I know that other owners have also been promised the same. So I am wondering if they have also been downgraded.

 

[h2oflyboy]

I am reviewing your post again and have a question. What was the reason for your downgrade? Was it because the resale deeds couldn't be counted? I asked because I have been told several times during my OUs that I also would be Centum+ by counting all of my resale deeds. I know that other owners have also been promised the same. So I am wondering if they have also been downgraded.

You know… nobody has ever given me a reason! The term “They” was bandied about for months. “They” “looked over” your contract and “They” decided. No one took ownership of the term “They”. I was offered to cancel the contract at Cabo Azul - after I had paid in full. I didn’t take advantage of the offer - stupid me.

One of the Centum benefits is having a concierge who assists with ALL of the ins/outs of HGVC/HVC. He wouldn’t return my phone calls or emails asking him to explain. He is Stuart Williams. He finally re-opened communication in Feb 2025 -4 months after going dark- with no apologies.

My new concierge is friendly, kind, and displays empathy. I’m still not 100% sure she is there for my benefit. There are a lot more people on these forums who have more knowledge and are quite helpful in getting concise answers.

Someone discussed they had been offered the same a few months ago. I gave them my input and my scenario. I have not heard/read of the upgrade actually being successful.