THE REEF Playacar Resort (Leading Vacation Club)Timeshare COMPLAINTS
The Reef Playacar Resort & Spa, Leading Vacation Club, The Reef Coco Beach, The Reef 28
- Legal Name:
- Inmobiliaria Kasamarina S.A. de C.V.
- Resort sales locations
- Playa del Carmen
- Rental Companies:
- Elite Guest Circle & Strategic Marketing Solutions
Legal name
Inmobiliaria Kasamarina S.A. de C.V.
Sales locations
Playa del Carmen, Quintana Roo, Mexico
Rental companies
Elite Guest Circle & Strategic Marketing Solutions
Location
Situated in the Playacar community of Playa del Carmen, within walking distance of Playacar Beach and approximately 2 km from Quinta Avenida
The Reef Resorts operate under the Leading Vacation Club program across multiple properties in Playa del Carmen. While each resort offers a distinct experience—from the family-friendly jungle-like setting of Playacar to the adults-only urban chic of The Reef 28—a common thread runs through guest feedback: aggressive timeshare sales tactics that often overshadow the properties' genuine attractions.
One of the most recurring issues across all Reef properties involves the cancellation period. Mexican law grants buyers a five-day grace period to cancel a timeshare contract; however, numerous complainants state this right is never mentioned during sales presentations. Some sales representatives have even claimed there is no grace period at all—only for buyers to discover after returning home that they had five days to cancel, a period that had already elapsed. Sales staff have also been known to assert that "Saturday" counts as a business day in Mexico, which is not accurate under relevant consumer protection laws.
Another common complaint relates to trade-in promises. Salespeople frequently offer to "trade in" a buyer's existing timeshare, referring them to a resale or rental company to sell their old timeshare to help pay off the new purchase. In practice, these third-party companies often fail to deliver any results, leaving the consumer stuck with multiple timeshare memberships.
The Reef Resorts do not have a Better Business Bureau page, nor does the Leading Vacation Club. Trustpilot ratings for The Reef Resorts reflect a mixed reputation, and aggregate scores on platforms like Yelp (2.5 stars) for The Reef Playacar include numerous 1- and 2-star reviews.
The reef phone:
Phone: +52 98 48 73 41 20
Fax: +52 98 48 73 20 01
Toll free number
USA : 1 866 384 3656
Mexico : 01 800 714 0220
To receive more information about The Reef Playacar and Leading Vacation Club timeshare complaints and how to cancel it, send a WhatsApp to +52 333 239 6589, fill in the form in the contact section or call us at +1 714 277 3662.
Reef Playacar/Leading Vacation Club Complaints
Below, we have a forum where members of The Reef Playacar/Leading Vacation Club share their experiences with the timeshare resort. The staff at Mexican Timeshare Solutions has no influence over the claims, complaints, and comments posted by users.
This is a total scam. We purchased a timeshare and were given Elite Weeks. Good luck booking the Elite Weeks. They do not answer the phone or return emails so the best part of the program is totally useless. So much for the personal concierge they promised us
We were able to book a week at the Reef against our contract but once you factor in the All-inclusive fee it is cheaper to go to anoother resort!
We signed up with the Reef after much pressure and guarantees in February 2012. RMS was to sell our timeshare at Wyndham within 180 days; this has not happened. Now as I try and book one week at the Reef I am told I will be on a waiting list until mid November. The whole thing is a scam!!!
We bought in Dec. 23, 2011. Two weeks later we start receiving emails from The Reef stating that they are no longer working with SMS due to customers complaints (we were told they were a reputable company 2 weeks prior) and now RMS will be marketing our weeks. We continue to receive emails from SMS, one congratulating us because our timeshare is almost sold and the $ soon coming to us. Yet another telling us we might have to pay The Reef all the $ if we don't sign with SMS. In addition to SMS, The Reef sold us 5 weeks to use at The Reef and 5 Elite Guest Circle which we could market with SMS and receive $1,100 for each one (guaranteed in writing per our request). A month in and we kept on writing about how The Reef had changed and not honored our agreement. That we also had not received our contract or the password to access Elite Guest Circle. Days later The Reef responds that they are no longer with Elite Guest Circle and now we will have the services of Diamonds Travelers. We enter Diamonds Traveler website and it did not offer anything that was promised. As of today they are still working on "improving" it. After so many emails and phone calls from our part, now they are offering to apply the $ we paid already to a new contract that gives us less weeks, months in the year and smaller accommodations. The Reef sold us a vacation package which they knew was going to change very soon because of complaints, but because The Reef did not have substitute companies at the time we bought, they just lied and told us wonders about them and sold them to us.
We bought in Dec. 23, 2011. Two weeks later we start receiving emails from The Reef stating that they are no longer working with SMS due to customers complaints (we were told they were a reputable company 2 weeks prior) and now RMS will be marketing our weeks. We continue to receive emails from SMS, one congratulating us because our timeshare is almost sold and the $ soon coming to us. Yet another telling us we might have to pay The Reef all the $ if we don't sign with SMS. In addition to SMS, The Reef sold us 5 weeks to use at The Reef and 5 Elite Guest Circle which we could market with SMS and receive $1,100 for each one (guaranteed in writing per our request). A month in and we kept on writing about how The Reef had changed and not honored our agreement. That we also had not received our contract or the password to access Elite Guest Circle. Days later The Reef responds that they are no longer with Elite Guest Circle and now we will have the services of Diamonds Travelers. We enter Diamonds Traveler website and it did not offer anything that was promised. As of today they are still working on "improving" it. After so many emails and phone calls from our part, now they are offering to apply the $ we paid already to a new contract that gives us less weeks, months in the year and smaller accommodations. The Reef sold us a vacation package which they knew was going to change very soon because of complaints, but because The Reef did not have substitute companies at the time we bought, they just lied and told us wonders about them and sold them to us.
i dont know what is this page and what u guys are talking about...im a reef playacar owner since 3 years ago and everything has work just as good as they told me..and actually i sold them my stupid mayan palace membership and in 3 months i got all my money back..i love the elite weeks!...well good luck everybody!
Hi Richard
So are you receiving money back still from your time share? We just purchased the first portion and I am super nervous...
we are from canada. purchased a club member for a 2 bedroom apt in dec 2012. still struggling to book our 2 weeks for our daughter and grandkids but we don't understand how you do it! they send you all different sort of info but we don't know how to do it. how do you book your 2 weeks? do you have to pay in advance the all inclusive and when they are going to give you the money they are supposed to gain for the other 2 weeks we got?? it is mustery....can you help us PLEASE????
Well best I can tell what Richard said is pure ficiton. Elite Key Circle is nothing but a travel agency. What the Reef sales force promised and what was in the contract would make for fiction. If we were not so brain dead after hours of wheels and deal, we would have seen it easily. Hell , they tell you they will mail your contract 14 days later. 11 days after recision rights; that alone should be a RED FLAG.
They also were going to buy our Mayan Palace saying they had a special program that required them to have Mayan Palace weeks. Never happened. They Lied and Lied and Lied and then tried to settle our claim by inticing us back for a free week to see their new program. Richard must work for them.
This is fact. They absolutely will not release you even if you have not used it. Thomas, the head salesman, would be in jail if it was not the protected world of Timeshare.
What a way to feel dumb. I know they are good but - we should know better. Even they admitted that SMS was a bunch of crooks. SMS was their resale company.