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Royal Elite at Sandos Resorts


Consumer reviews about Royal Elite at Sandos Resorts

Web Relations
Dec 16, 2011

Vacation Club Membership scam


Would you be so kind to send us your e-mail or your complaint to customerservice@royalelite.com

Kind regards,

Royal Elite Web Relations

Web Relations
Dec 27, 2011

Vacation Club Membership scam

Dear Royal Elite Vacation Club Members,

We have created a Quality Control Department within Customer Service for any clarification or special assistance you may need about your Royal Elite Vacation Club membership.

We also recommend you to visit our website for information and News about your membership www.royalelite.com such as New Royal Elite Units, New Water Park and Kids Club and a Members Only Beach Club at Sandos Caracol, New Resort Sandos San Blas at Canary Islands, etc...

Please feel free to contact us:

Quality Control Department
• E-mail Address:
customerservice10@royalelite.com, customerservice11@royalelite.com, customerservice12@royalelite.com
* From Mexico: 01 800 674 4444
* From Canadá/Usa: 1 866 384 7793
* From everywhere: (52) (984) 877 4040 Ext. 3208, 3207, 3213

Reservations Department
* E-mail Address: reservas@royalelite.com
* From Mexico: 01 800 674 4444
* From Canadá/Usa: 1 866 384 7793 Ext. 3203, 3204, 3205
* From everywhere: (52) (984) 877 4040 Ext. 3203, 3204, 3205

Customer Service Department
* E-mail Address: customerservice@royalelite.com
* From Mexico: 01 800 674 4444
* From Canadá/Usa: 1 866 384 7793
* From everywhere: (52) (984) 877 4040 Ext. 3200

Finance Department
* E-mail address: finanzas@royalelite.com
* From Mexico: 1 800 030 0058 Ext. 4248 / 4278
* From Canadá/Usa: 1 877 258 8318 Ext. 4248 / 4278
* From everywhere: (52) (984) 877 4040 Ext.3240


Erick Ferrari
Customer Service Manager
Royal Elite Sandos Hotels
Tel: 52 984 877 4040 Ext 3200
Desde Mexico: 01 800 674 44 44
From USA/CAN: 001 866 384 77 93

Feb 15, 2012

Vacation Club Membership scam

this sales associate wil tell you anything to close the sale, they are full of lies. instead of presenting the wonders of the actual contract they rather lie and make a sale and have an unhappy member with them.

here is another blacklist for Royal Elite where there is more people like us that had being lied to their faces as they did with us.

Suzanne H
Mar 5, 2012

Vacation Club Membership scam

I have also experienced a very poor service. We were promised that we would be able to rent back our weeks as we could not return to Mexico for a few years. We were told so many stories, since December 2011 I have emailed, telephoned to speak with someone anyone over this, we cannot find a company to rent back our weeks, I cannot get hold of anyone from REE to exchange these either. I still have the Reps. email address who sold us the weeks in April 2011, and have emailed her - whom we trusted, and have been told a variety of stories. I cannot believe we have been taken for such a ride! Please don't be fooled by the prospect of being able to rent your weeks back, this is not the case. As soon as I have more information, I will be passing the matter over to whoever can help us to ensure that no other family is taken in by this scam!

Mar 6, 2012

Vacation Club Membership scam

Its sad when a salesman will tell you all kinds of lies, even getting other companies involve in his lies to get you to purchase a timeshare membership. Sandos is a great hotel, shame their timeshare sales will bring down the good name of this resort.

here is anothe blacklist of this hotel, where more complaints are made to Royal Elite.

Nov 10, 2012

membership scam

We were led to believe that our fee, 100% paid up front, would cover our all-inclusive fee for each of the purchased weeks. We had no reason to doubt her. Upon discovery of this faslehood, I thought that perhaps I had not understood or heard correctly, certainly a possibility, but my wife had the same impression. We were clearly deceived by omission. In retrospect she cared only about making the sale and exhibited no integrity what so ever.

Jan 6, 2013

membership offer

My wife were taken by the 90 minuite offer which turned into 3 hours of our vacation that we could not get back to what we came here for. but we did not purchase no matter how hard they pushed. When we finally said no for the last time the sales rep became very rude and to the point where she was almost insulting. Don t be taken in by this HIGH PRESSURE sales tactic.
They came off like it was a sales offer then turned into a NIGHTMARE. Come to enjoy the resort BUT DON T fall into there sales TRAP.

Apr 13, 2013

Royal Elite Timeshare Scam

Royal Elite/Sandos hotels are actually known for using fradulent tactics to sell timeshares. They are deceitful and misleading, i would rather not to have any business with them. You are not alone on this, this is a forum with more royal elite timeshare owners who feel they were ripped off:


this seriously needs to stop NOW

Oct 21, 2013

Royal Elite Timeshare Scam

Royal Elite has the worst customer service ever known.. a timeshare membership shouldn’t being sold for the purpose of renting it out for a profit. it is not an investment. you should be able to do a research about the company before signing, if you are not allow to take a couple days to consider a purchase as big as a timeshare membership, you shouldn’t purchase it at all.

Oct 21, 2013

Royal Elite Timeshare Scam

Royal Elite has the worst customer service ever known.. a timeshare membership shouldn’t being sold for the purpose of renting it out for a profit. it is not an investment. you should be able to do a research about the company before signing, if you are not allow to take a couple days to consider a purchase as big as a timeshare membership, you shouldn’t purchase it at all. This is another forum with more complaints made to Royal Elite timeshare sales tactics, we are not the only ones.. this needs to stop:


Oct 30, 2013

Royal Elite Timeshare Scam

Royal Elite timeshare sales associate are willing to tell you basically anything that you want to hear just to get you to sign, you should be able to ask as many questions as you have, you should be able to sleep on the decision you are about to make, specially is we are talking thousands of dollars, you should be able to review the hotel and the contract, if the contract is not giving to you to read it and review it.. THEN DO NOT SIGN, it means that everything you have being hearing during the presentation is a total and utter lie. here is another blacklist of this hotel and how many other people were scam by this resort:


Jan 19, 2015

Royal Elite Club Membership scam

On the first day of my vacation my boyfriend and I were offered a tour of the Royal Elite area of Sandos Caracol that in fact was a 3 hours long time share presentation. According to the sales person it wasn't timeshare but a membersip that would give us the all-inclusive fee is per couple, but in reality it is per person per night. We were promissed that membership is easy to re-sell or cancel with no obligations. Salesperson was telling us that we can trade our weeks to RCI points, and use the points to pay for 100% of an airline ticket, when in reality RCI only allows for clients to use points for 33% of the cost of the ticket.

Sales person did not mention the 5 days cancellation. I missed a few important parts because of the small print and not having my reading glasses with me.I was busy enjoying my vacation and checked the contract after I came back from to Canada. That is when I found out about the 5 days period. I was trying to contact Royal Elite but couldn't get anyone on the phone. On January 2nd I contacted PROFECO representative by phone and asked for advice. I have been told to send cancellation request letter by registered mail and I did that on January 2, 2015. I have been told to wait for 2 weeks for Royal Elite response. I also sent an email and I asked to cancel my contract. I was sending emails every day and finally got reply from Adrian Venter 6 days later. They refused to cancel it and are trying to force me to pay threatening to send my contract to a collection agency. Sales representative who sold me this contract reassured me on the phone that contract could be cancelled but I will lose my down payment of 5,852 usd because I did not cancel in within 5 days. She told me that she emailed her director who also promissed to help me but I think she is just wasting my time. Customer Service representative is refusing to cancel, offering me small discount and keep threatening me to "send the contract to the legal department and to collection or the credit buro" as per his email. He is saying that would like to solve this issue within 30 days. "we have 30 days to have some kind of arrangement with the members" he says in his email but his only proposal is for me to pay a full price.

Jan 21, 2015

Royal Elite Scam

Purchased Royal Elite vacation while on vacation being promised that we can cancel within 5 business days. Confirmed this was in contract before signing. Upon arriving home and doing research realized some information we were given was not accurate and some information was blatant lies i.e Sandos is owned by the Sandos family who are involved with real estate. There is no Sandos family owners. In fact, the owners were charged with tax evasion Dec. 2013. We contacted Royal Elite with our request to cancel within 4 business days. They have acknowledged receipt of this request, but 15 days later have not received a refund or written confirmation that my contract has been canceled. Additionally, they are no longer responding to my emails. I have been email Adrian Venter, customer service manager, other customer service people, finance department and Mike Gange, sales manager.

Feb 12, 2015

Changing reservation on us five days before trip

In spite of a two bedroom Royal Elite contract AND a confirmation from October 2014 that we are booked next week in a two bedroom hacienda, Sandos Playacar just sent us an email that they are changing our room to a one bedroom in the family section. Oh, and they offered to charge 129 a night per person instead of the peak 134 a night rate. How generous. I am fuming.

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