They do not care about their members!
We stayed for a week in the three bedroom apartment at The Reserve. We started our membership in February 2024 (where we are paying a monthly installment for so called Platinum membership) and we stayed for the first time in August 2025. What we were shown in the sales pitch was not what we got! From the moment I walked in, I went right back out and called them. What I got was a week of run around! The representative assigned to us admitted we got the wrong apartment and did absolutely nothing but give us a run around. Went to the reception, told us we have to go to Ascendant Holidays office. We went there and just got lip service. They speak Spanish so if you don't know the language you are screwed. Sent them pictures showing the state of the apartment and contacted them daily about moving us. The place had an awful smell and damaged, but they were telling us that it was a brand-new section. Sadly, I think maybe because we weren't from the United States we were treated really poorly by them. I have been trying to get redress for months now, spoke to numerous persons and nothing. Only getting emails about the option to pay off early. You are locked in for the membership if you did not cancel within three days, so they don't care. They can treat you like crap since you cannot cancel and they make sure and do that to you. They do not care about the people or they are selective about who they help. I would not recommend here since they treat you like trash. I really did not want to leave a review, but I am so fed up of the disrespect from them.
