So I felt a need to share our experience with Vidanta.......
about 4yrs ago we purchased a Mayan Palace contract through the TUG Resale listings. At the time we understood that the family, no longer had a copy of their original contract, and was told by the intermediary (Broker) that it would not be a problem to get a copy from Vidanta, and provided a phone number to contact. Which we did once the sale was complete.
We've enjoyed 4 yrs of Vidanta, visiting Riviera Maya, and Nuevo Vallarta numerous times. We've been in awe of the services provided by the staff, and the beauty of both properties.
Now the current level of frustration started those 4yrs ago. Once we contacted Vidanta Member Services in 2019 requesting a copy of our Contract, we were informed that we would need to request it in person on property. So our next trip to Riviera Maya, we made an appointment with "Member Services" for a "Contract Review" please take note of those terms, as they seem to be quite interchangeable within the nightmare world of Vidanta. At that time we met with a guy who said he was Member Services and that we would be required to "upgrade" our existing 1999 contract at approximately $25,000, and he would not be able to get us a copy of our contract as it required us to have at least 72hrs remaining onsite, and the frustration continues.......
fast forward to 2023, we are currently onsite in Nuevo Vallarta, upon arrival we requested an "Contract Review" with "Member Services" with a very specific request of receiving a copy of our contract. At the point that they also offered a "free breakfast" we should have realized it would be yet another sales meeting.
Upon meeting with Martine, a personable nice guy, we were seated in the Bisto Bleu restaurant for a quick breakfast (after being left waiting for over 30 min for a menu, (yes they are all digital, but they had no placard to scan for the menu) and no waiter for even coffee or juice, even Martine became irritated. Finally getting some service, which we were only offered a single cup of coffee during the entire meal. Yes the general frustration from everyone in our group was being felt. Then onwards to their "Flash, ooohs, and awes" as Martine continued to attempt to impress us with their "Vision of Vidanta."
First thing once we were seated in their I'll call the sharks tank, he states that they will try to find a copy of our contract, but he can paraphrase the important parts. To which he begins by stating we have our 25yr renewal coming due next year (yes we knew this was coming) to which he starts by inflating the numbers, (at least 4 different times) and how if we would sign up for their legacy upgrade offer it would save us thousands over the course of the next 75yrs. Oh and it would relieve us of any further fee's associated with our Contract, and upgrade us to a "Grand Mayan" level of luxery with the option for free Cruises, Free Airline tickets, oh and discounts to their partner program in Hawaii, at a low cost of $18,000, to which they began negotiating down to $13,000. When we requested to think about the "one time offer" as we would be on property for 4 days yet, we were informed that this was a one time offer, and they could not hold it for the 4 days, so yes we declined.
At the culmination of this meeting we still did not have a copy of our contract, but Martine provided us with an email for customerservice@vidavactions.com to request a digital copy of our contract.
Now, with that in hand (note we'd already been down this path 4yrs prior - I did email them while we were still on property (NOTE: as of this writing we have 2 days left on property) the next morning we received a response stating we had to contact Member Services at 800-292-9446..... Of course now by now my frustration with them has reached a peak.
The first woman who I spoke with - I immediately asked to speak to a Supervisor, to which she promptly refused until she was able to get to the bottom of what I was calling about. I did warn her that I was not in a good mood as I'd already been jerked around, and that she should get her supervisor to speak with me first, and yet she refused. After rehashing all we'd been through already to just get a simple copy of our contract, she finally got a supervisor, who also stated was the Person in charge of Customer Service for Vidanta Member Services (I Call BS.) Now after yet rehashing the entire line of BS that we'd been given yet again - she states "we do not have a copy of old contracts" Hmmmmmmmm So I politely ask if they cannot prove that our contract exists, how do they think they can enforce any such contract? Did I mention the 25yr renewal? (NOTE: it has been noted in other threads here that it is an optional renewal, as their priority weeks roll over to RTU, and any and all Maintenance Fee's cease) Our 25yr renewal would be an approximate $7500. To which the "Vida Sales Guy Martine" tried to use as a threat against the $18,000 upgrade. Also noting that after the 25yrs any benefits that were associated with the original contract (read Legacy) would cease as well. Oh and the fact that the Mayan Palace would basically cease to exist within the next 5yrs.
Now per the "Supervisor" they could verbally go over said contract, even though they could not produce a copy as they do not have it on file anywhere. LOL
I gotta say I think we are finally at our breaking point with Vidanta, the fact that they can't even distinguish their own departments i.e. Member Services / Vida Sales as their own entities is kinda ridiculous, the fact that they cannot even keep a copy of a contract for which they want to use to threaten their own members with, yet even more ridiculous.
oh and dont bother with Profeco complaints - I was told here onsite by another member that his complaints against Vidanta to Profeco were met with a wall. Vidanta's deep pockets have basically bought Profeco's silence. (yes this is heresay but the fact that they can get away with all the stupidity that they do, must hold some truth to that rumor.)
about 4yrs ago we purchased a Mayan Palace contract through the TUG Resale listings. At the time we understood that the family, no longer had a copy of their original contract, and was told by the intermediary (Broker) that it would not be a problem to get a copy from Vidanta, and provided a phone number to contact. Which we did once the sale was complete.
We've enjoyed 4 yrs of Vidanta, visiting Riviera Maya, and Nuevo Vallarta numerous times. We've been in awe of the services provided by the staff, and the beauty of both properties.
Now the current level of frustration started those 4yrs ago. Once we contacted Vidanta Member Services in 2019 requesting a copy of our Contract, we were informed that we would need to request it in person on property. So our next trip to Riviera Maya, we made an appointment with "Member Services" for a "Contract Review" please take note of those terms, as they seem to be quite interchangeable within the nightmare world of Vidanta. At that time we met with a guy who said he was Member Services and that we would be required to "upgrade" our existing 1999 contract at approximately $25,000, and he would not be able to get us a copy of our contract as it required us to have at least 72hrs remaining onsite, and the frustration continues.......
fast forward to 2023, we are currently onsite in Nuevo Vallarta, upon arrival we requested an "Contract Review" with "Member Services" with a very specific request of receiving a copy of our contract. At the point that they also offered a "free breakfast" we should have realized it would be yet another sales meeting.
Upon meeting with Martine, a personable nice guy, we were seated in the Bisto Bleu restaurant for a quick breakfast (after being left waiting for over 30 min for a menu, (yes they are all digital, but they had no placard to scan for the menu) and no waiter for even coffee or juice, even Martine became irritated. Finally getting some service, which we were only offered a single cup of coffee during the entire meal. Yes the general frustration from everyone in our group was being felt. Then onwards to their "Flash, ooohs, and awes" as Martine continued to attempt to impress us with their "Vision of Vidanta."
First thing once we were seated in their I'll call the sharks tank, he states that they will try to find a copy of our contract, but he can paraphrase the important parts. To which he begins by stating we have our 25yr renewal coming due next year (yes we knew this was coming) to which he starts by inflating the numbers, (at least 4 different times) and how if we would sign up for their legacy upgrade offer it would save us thousands over the course of the next 75yrs. Oh and it would relieve us of any further fee's associated with our Contract, and upgrade us to a "Grand Mayan" level of luxery with the option for free Cruises, Free Airline tickets, oh and discounts to their partner program in Hawaii, at a low cost of $18,000, to which they began negotiating down to $13,000. When we requested to think about the "one time offer" as we would be on property for 4 days yet, we were informed that this was a one time offer, and they could not hold it for the 4 days, so yes we declined.
At the culmination of this meeting we still did not have a copy of our contract, but Martine provided us with an email for customerservice@vidavactions.com to request a digital copy of our contract.
Now, with that in hand (note we'd already been down this path 4yrs prior - I did email them while we were still on property (NOTE: as of this writing we have 2 days left on property) the next morning we received a response stating we had to contact Member Services at 800-292-9446..... Of course now by now my frustration with them has reached a peak.
The first woman who I spoke with - I immediately asked to speak to a Supervisor, to which she promptly refused until she was able to get to the bottom of what I was calling about. I did warn her that I was not in a good mood as I'd already been jerked around, and that she should get her supervisor to speak with me first, and yet she refused. After rehashing all we'd been through already to just get a simple copy of our contract, she finally got a supervisor, who also stated was the Person in charge of Customer Service for Vidanta Member Services (I Call BS.) Now after yet rehashing the entire line of BS that we'd been given yet again - she states "we do not have a copy of old contracts" Hmmmmmmmm So I politely ask if they cannot prove that our contract exists, how do they think they can enforce any such contract? Did I mention the 25yr renewal? (NOTE: it has been noted in other threads here that it is an optional renewal, as their priority weeks roll over to RTU, and any and all Maintenance Fee's cease) Our 25yr renewal would be an approximate $7500. To which the "Vida Sales Guy Martine" tried to use as a threat against the $18,000 upgrade. Also noting that after the 25yrs any benefits that were associated with the original contract (read Legacy) would cease as well. Oh and the fact that the Mayan Palace would basically cease to exist within the next 5yrs.
Now per the "Supervisor" they could verbally go over said contract, even though they could not produce a copy as they do not have it on file anywhere. LOL
I gotta say I think we are finally at our breaking point with Vidanta, the fact that they can't even distinguish their own departments i.e. Member Services / Vida Sales as their own entities is kinda ridiculous, the fact that they cannot even keep a copy of a contract for which they want to use to threaten their own members with, yet even more ridiculous.
oh and dont bother with Profeco complaints - I was told here onsite by another member that his complaints against Vidanta to Profeco were met with a wall. Vidanta's deep pockets have basically bought Profeco's silence. (yes this is heresay but the fact that they can get away with all the stupidity that they do, must hold some truth to that rumor.)
I can sit on a balcony while they play. This was our first year to use the Sr. Certs and we went to Acapulco GM and Puerto Penasco GM earlier this year. I will be at the Grand Luxxe for Thanksgiving with our son, daughter-in-law and grandson.