Diamond Resorts and Hotels Customer Service Issues

Today was frustrating as I spent 69 minutes talking to seven different individuals to resolve issues with my complimentary trip and cruise certificate. Despite attending an owner update, I learned I'm considered a member, not an owner. The problem seems to stem from purchasing the loyalty package, resulting in being unable to redeem the gifts. My experience with Diamond has been problematic, feeling deceived with bait and switch tactics. The conversation with various customer service representatives led nowhere, leaving me overwhelmed. I attempted to address concerns regarding points and a future trip to Scotland but encountered obstacles. Feeling angry and disappointed, I'm seeking assistance as a dissatisfied club member. Consider hiring a concierge for assistance.

I am currently staying at Grande Villa Resort, and my experience from May 14, [redacted], to June 4, [redacted], has been extremely poor due to the actions of the General Manager and Assistant Manager. My wife has been greatly upset and stressed during our stay as our privacy has been violated. I have sought legal advice from both family and business lawyers to address these issues. I am in the process of compiling a detailed email outlining all the problems we have encountered. My wife's name is Janessa C., and my name is Jasmark R. We feel disrespected, belittled, and unfairly treated, leading to threats of eviction. These incidents, including personal questioning and racial issues, will be taken to higher authorities, including courts, Better Business Bureau, and the media. We have evidence of our interactions, including recordings and witnesses. I am preparing to write a comprehensive 5-page letter to address all these concerns on my laptop.

I made a reservation through Groupon Getaways at Grande Villas resort for my birthday from Sunday, July 22 to July 25. Upon arrival, I was informed that my reservation had been transferred to Mystic Dunes due to unavailability. I booked this in May, and I was never notified of this change, causing significant disruption to my planned celebration. Despite speaking to Groupon and confirming my reservation at Grande Villas, the hotel made the change without my consent. The lack of explanation, empathy, and assistance from both the hotel and Groupon has been disappointing. My entire birthday experience has been ruined by this unexpected switch last minute. I have tried to reach out for a resolution, but all my attempts have led to dead-ends. The staff's demeanor during my stay has been unhelpful and unpleasant, adding to my frustration. This experience has been unacceptable, and I hope for a satisfactory resolution to this upsetting situation.

Subject: Reconsideration of Refund Request Dear Diamond Resorts, I wanted to share my recent experience regarding a booking made through Booking.com at Kohl’s in Payson, Arizona. During a road trip from New Mexico to California, I encountered a technical issue while making a reservation resulting in two confirmation codes for the same night's stay. The lodge explained they were unable to process a refund due to the system error. I reached out to Booking.com for assistance, but was informed only the lodge could authorize a refund. Despite Booking.com's efforts, a refund was denied based on the booking terms. In my own real estate business, I recently refunded guests due to a similar situation, acknowledging that errors can occur. I kindly ask for your reconsideration to grant a refund for the duplicate booking. As someone who manages rental properties, I value customer satisfaction and aim to resolve issues with flexibility and understanding. Warm regards, Ruth J. Bonita, CA Phone: [redacted] Reservation no: [redacted] Refund amount: $73.00

During our visit to Palm Canyon Resort in Palm Springs on Tuesday, 10/16/18, we had an appointment at 12:00 for new member orientation assistance. Unfortunately, they were understaffed, and instead of helping us, they immediately tried to sell us another package. Despite explaining that we were already owners, a salesman named Dragon persisted until eventually giving up. Another rushed salesman informed us incorrectly that we couldn't use our transferred Sampler points until 18 payments had been made, but failed to provide contract evidence. Our interaction with the Diamond Representatives was unproductive and left us very dissatisfied with our ownership purchase. Despite the lovely resort, the meeting was a complete disappointment.

I have reserved a 1-bedroom unit at The Cove Ormond Beach for two weeks - January 19th to 26th, [redacted] and January 26th to February 2nd, [redacted] in the north tower. I specifically asked for a handicapped unit due to my 54-year-old daughter, who has MS and requires a wheelchair accessible accommodation with a shower. I confirmed that there are 5 handicapped units and was informed that only one is available in the north tower which is already booked. The other 4 are in the south tower, but I was told that I cannot switch towers without going through Diamond Resorts. Is there a way to change my booking to the south tower for these dates? My confirmation numbers are [redacted]2 and [redacted]02. Please respond promptly as changing now is crucial since our flights from Canada are non-refundable and already scheduled for those dates. Thank you.

This is Richard J. Pearce, and my account number is 32-[redacted]. The reservation number is [redacted]58 for a one bedroom economy upgrade to a one bedroom standard on 15 December [redacted]. Upon arrival, we were given a two bedroom townhouse instead, which was not suitable as my wife is handicapped and needed a walk-in shower due to the stairs to the upper floor bedroom. Despite requesting a one bedroom, the manager refused to accommodate the change. I managed to exchange units with another guest temporarily, but I will need to move back soon. I am disappointed by being given a unit with stairs and not being provided with a suitable alternative. I plan to raise this issue with the Americans with Disabilities Act (ADA). Urgent assistance is needed as my wife cannot access the upper floor bedroom. Please contact me at [redacted] for solutions. Thank you.

I received a repossession notice indicating a delinquency of $[redacted].17. Upon calling the Diamond Resorts number provided, ([redacted]), the automated system stated we owe $[redacted].28 with $[redacted].50 being past due, but I was unable to speak to a representative. Today, I received a bill in the mail showing an amount due of $[redacted].79, with the statement date of 5/31 and the payment due by 7/1. I attempted to call the [redacted] number listed on the bill for assistance, but unfortunately was unable to connect with a human representative, even after not selecting any options. Due to medical disabilities and financial setbacks, including significant income loss and cutting various expenses, we are struggling to manage our bills. We are considering selling our home, including the Monarch Grand property, but are facing challenges as Diamond Resorts is requesting payment to take back the timeshare. Trying to resolve these discrepancies and bring our account up to date has been difficult without being able to speak to a person. Please refrain from sharing my email for any solicitations.

I have been trying for months to transfer an existing timeshare (account Number [redacted] listed to Ann Lawrenz) into my name, Linda J Moore. The change of ownership was recorded at the Yavapai County Courthouse on 5/29/[redacted]. I received a letter requesting additional information. I sent all required documents but have not received any updates. I was given a ticket number [Ticket#[redacted][redacted]] Transfer of Ownership and expected a call regarding this matter, but no one has contacted me. I need guidance on what more is needed to complete this transfer. Additionally, I have recently moved, and here is my updated contact information: Linda J Moore [redacted] Michigan Ave Libby, Montana [redacted] [redacted] [redacted]

Good day, Dear Provider, I would like to report 4 defective units from Walmart Mexico that are located at our distribution center. The contact person I have informed me that I need to make a call to have my request addressed. I have been trying to reach them by phone, but it has been challenging to get through. I remain attentive and look forward to your kind support. Regards.

I am having trouble getting a response from [redacted] My wife and I went to a sales presentation for a timeshare upgrade but declined due to our age and health. We were awarded a cruise, which got canceled, but the Privilege Redemption Center refunded most of the fees. The new booking number for the reinstated cruise is G57WF7, set to expire on 6-8-21. Despite attempts, I can't reach them. Omar Shinde from Arrivia confirmed the reinstatement via email and phone, leaving a message to call before booking. I looked up the number he called from, [redacted], and discovered it's a spam number! I need assistance asap. Contact me at [redacted]. Thank you. - Frank Y. from Sahuarita, AZ.

I am very disappointed with my recent stay at the resort. The room was dirty with no evidence of cleaning, bugs were present, and the shower was faulty causing a flood. It took multiple attempts and two hours to get assistance from the front office. The lack of Wi-Fi despite charging resort fees is unacceptable. The pool was not in service, and overall cleanliness was poor. I will be documenting the conditions and sharing them to warn others. This experience was below any standard I expected and I am requesting a full refund.

Due to travel restrictions from Covid, I couldn't utilize my [redacted] carried-over points. I requested to save them but was informed I reached my maximum point limit. Can these points be added to my account or converted into a [redacted]-point travel certificate for future use? It's unfair to lose points we paid for due to circumstances beyond our control.

I had a trip booked at Orbit One in Kissimmee, FL from Jan 1-7 for business, along with a flight. Unfortunately, on the evening of Jan 1, my 5-year-old son was hospitalized with covid, leading me to cancel the trip. While the airline promptly refunded me, I faced issues with your resort. The supervisor denied my refund request and asked for proof of my son's hospitalization, making me feel like a criminal. Despite paying hundreds to your company, I received no support during this emergency. It's disheartening how Orbit prioritizes profit over understanding customers' situations. I needed that refund due to my son's condition, but Orbit's inflexible policies left me with no options. This experience has left a lasting negative impression, and I doubt I'll book with your company again.

During our stay at Cabo Azul in Mexico, we attended an owners' meeting where we were advised to combine our USA and Mexico contracts into one Mexico contract with similar payments and lower annual dues, which seemed like a good idea. However, when it came time to make payments, we were surprised to see an increase. After contacting Dion in finance, we were assured that the payments were combined, but we discovered they were not. Despite numerous attempts to rectify the situation by contacting various departments and individuals, including Dion and corporate, we have not received a resolution. Any assistance would be greatly appreciated. Thank you.

I recently discovered that we lost over 70,[redacted] points for [redacted]. Due to three major surgeries, including two on my spine and one related to cancer, I was unable to travel. In late October, after my last surgery, I tried to bank the points but was informed it was too late. Despite explaining our situation and loyalty as Diamond Resorts members, we were told nothing could be done. Losing these points, which we planned to use for a celebratory cruise after my recovery, is a significant blow as we are on a fixed income. Our trust in Diamond Resorts has been shaken, especially after our last trip in October [redacted] to Las Vegas, where my mother fell ill. The lack of follow-up and compassion from the company during that difficult time further disappointed us. I am now reconsidering my association with Diamond Resorts, as my recent experiences have left me extremely dissatisfied.