Elite Resort Club - Puerto Vallarta

I wish i can give no stars. Please stay away from this company and the deals they offer. After receiving numerous calls I finally decided to go ahead and purchase a package for the opportunity to travel to one of their locations in Puerto Vallarta Mexico. After booking travel for a family of four we headed to Mexico for what we thought would be a much needed family vacation. We arrived at airport and promptly received VIP cab services to the resort. As we got closer to what was supposed to be a resort we were informed that the hotel had been going under a transition of filming a movie and therefore the color has been changed as well as a large part of the interior we were fine with that and really were excited about the fact that if a movie was being filmed in the hotel has been a great quality. To a shock when we arrived there was no lobby the lobby was turned into something of what appeared to be a regular walking front desk area something of like a regular motel nothing like a resort we go to check in at 2:35 and was told we cannot check in till 3 o’clock which was super shocking considering we have been traveling since 4:30 AM. we were then told to go ahead and have lunch and come back to get our room we received our bracelets and headed to the Buffay to a shack the food was opened with flies all over the variety was so limited that my daughter had to eat a Jell-O cup. The hamburgers were premade and have been sitting there with stale fries the sanitation was horrible and you can smell was pure mildew. We left and went to front desk where a long line had formed. I ask the attendant who initially helped us for room key and she rudely stated go to the back of line. That was it and enough for me to call Elite to informed them of what was going on and how my family now had to make plans for a different hotel because that hotel Barcelo was no longer an option. I spoke to Hector who at first was very sympathetic to the situation and stated he would be emailing higher up to waive the fine print due to circumstances so i can be guaranteed a refund. He informed me a refund of 299 was to take place. My family was stuck in Mexico and had to put on CC a 4night 5 day room. Our Health and safety was top priority. fast forward to now I called in to check on the status of that refund and spoke to a young lady by the name of Genesis Garza who states she is the assistant manager. As she went ahead and got my information and she stated that there was nothing annotated on my account of me speaking with Hector on July 30 and that in fact we are not entitled to a refund of any sorts because we were considered no-shows since we left the hotel and did not attend a presentation. When I asked her if she spoke to Hector she stated she stated that she did not need to speak to Hector because she spoke to the director who informed her we did not attend the presentation I explain to her we couldn’t attend the presentation because we had to leave and go to a separate hotel which Hector knew about due to the circumstances surrounding the health issues and services at the hotel Barcelo. She stated the case is resolved and we would not receive a refund because we needed to attend a presentation. It’s impossible to attend a presentation to a hotel that was beyond disappointing when it came to health issues and safety issues. I now had to open a case against him with not only my bank but also PROFECO in hopes to prevent them from doing this to someone else. I will continue to update as I continue to move forward with my case. Meanwhile stay away. The hotel was mortifying and furthermore if you travel and find yourself needing help they dont assist. They claimed my account was never noted therefore i never called. They are a fraud and must be stop.