Contact Capital Vacations Customer Service

We have owned with Shell Vactions and Wyndam and have never experienced such bad customer service. We purchased a sample package last year to stay at stormy point in Branson.

The models were great, but the units you stay in are run down. Our front door was open when we arrived so figured something was wrong already.
Luckily we tried our keys before going out in the evening. 2 sets of keys later and the door doesn't work.
They told us security would let us in when we get home! Really!
They should have moved us to a unit that is functional!

We would never buy from such a poor company and will pass this info on. Waste of money as far as we are concerned.
Wybdam takes MUCH better care of their owners.

Ive owned timeshares in Hawaii for over 30 years, using a weeks based system. Never had any problems booking the time, or getting nice accommodations.
I booked an owners update when making my annual reservations with Capital which had taken over the management of the resort.
Went to the meeting and they told me they were converting older owners like myself to points.

They told me due to the location and the length of time Id owned, I was a platinum member.
They told me Id have my own personal concierge, my maintenance fees would be frozen, and I could use my points to pay the fees because I had so many.
Not a word of that was true.
Lie #1:The personal concierge wasnt available when I needed his helpthe person who answered the phone acted as though shed never heard of him. I had to call the person who processed the contract, and she told me hed broken something and would be out for months. She told me to call the regular customer service line.
Lie #2: I wanted to use my points to pay my maintenance fees. I was told I could only use them to pay a small portion of those fees, and to do that I needed to turn over half my points.

I woukd have to pay the rest. Nobody told me that, even when I asked them to explain it in the presentation. I was specifically told I wouldnt have to pay them.
Lie #3: I was told my fees wouldnt go up. I got a notice at the end of the year that they would go up.
Annoyance factor: I had a trip coming up, and called to reserve a car with my points about two weeks before I was going to leave.

I was told I needed to reserve 20 days ahead of time to use the points.

There was nothing in the material that said this. Who reserves a car almost a month ahead?

I made a reservation for a timeshare viewing appointment for a stay last week in Branson, but two days before the vacation, my 13-year-old dog was obviously dying. I loved him as a part of my family, and I could not leave him to die with a caregiver!

Sadly, I had to make arrangements for his euthanization on Monday, so I called to cancel less than 72 hours before the appointment on the following Tuesday. No refund. I had to pay $140.00 for the 'no-show fee,' $125.00 for the 'white glove service' (B.S.), and the original deposit of $99.00. It sucks to get nothing for such a price.

I called to complain today and I detected ZERO compassion or empathy. Both agents I've spoken with so far about the cancellation were cold and uninterested. There was no offer to contact a manager or customer relations agent to try to accommodate me due to the situation. Instead, I got backtalk from Grant, the agent.

He said, 'You agreed that if you canceled less than 72 hrs that you would pay the no-show fee. You already paid it! Why did you pay it?' Meanwhile, I keep getting calls from them to re-schedule, and I've had enough of it! From now on, I will give EACH salesperson from Capital Vacation who calls daily a gigantic piece of my mind and a lesson about good customer service/public relations.

I will shame them for supporting a BAD employer with poor ethics. I got NOTHING but 50+ aggravating robo-calls to schedule again and to get me to buy the white glove bit for $125.00. Anyway, I'll be chewing out everyone who calls until my invite expires in October. I told him I didn't care about the trip anymore and to cancel it.

I'll never do business with them! After all this, I read the reviews of the property and it looked like a shoddy hotel, for sure.

Bad business! What a mistake I made!

Lately customer service has been very good. This last one was very helpful.

Ive had issues with it 2 years ago that never got resolved, I had to just let it go.

They used to send reminders when points were about to expire and dont now, that is a negative. But I see they are trying to do better and I give them credit for that