Diamond Resorts International Ratings and Customer Reports
Total Reported Consumer Losses:
Average Reported Loss Per Consumer:
Average Rating: 1.19
Based On: 33
Reviews / Complaints
Number Of Comments: 157 commentsView / Write Comments ↓
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Most Recent Complaint
A Challenge And A Disappointment
I was told by an employee at mystic dunes, that Stephen Clooback was interested in knowing about guests issues.. So, i wrote this note. One copy was sent to Stephen clooback. The second to customer relations. I received a ‘generic form letter’ with a, cookie cutter email message…Saying sorry. Nothing from Clooback.
Below is my story:
I received an email offering 4 days 3 nights, and we could add 3 more nights. I called the number in the email and spoke to Anna Lee I would be traveling with 3 children. A total of 4 people. Mystic Dunes in Orlando. I asked for a 2 bedroom. She said she had a 2 bedroom and took my reservation. Before we were finished, she had computer problems and my reservation had to be re-entered, requiring Anna Lee take my name, address, credit
card and other essentials again…and again… When she went back to re-enter my reservation, the 2 bedroom was gone, and I was left with a one bedroom. A two bedroom was really required, because I was traveling with 3 teenage boys. But, with this being the
only option, I agreed to the 1 bedroom. I was assured I would receive a confirmation in 3-5 days.
After 4 days, I called the same telephone number and got another person, a supervisor. I explained that I was booking airline reservations and wanted to be certain this was confirmed… Yes, she told me, I was confirmed. And, she told me the confirmation number. I felt confident this was correct. But, when it was not received on the 5th, 6th or 7th day, I called twice more asking for the Check-In documents The airline tickets were purchased.
We arrived a day early and went to the beach for one day, before checking into Mystic Dunes. The day before we were due to check in, on February 17th, I had not received the printed, email confirmation, and I did not have directions to the resort. I called the same number again and spoke to another person. I explained that we would be arriving at the Mystic Dunes Resort the next afternoon, I had not received a confirmation or directions. The young man sent me directions to the resort. He said he saw my reservation online, so I was good to go. When we arrived at the check in lobby, I was helped by Colleen. She pulled up my reservation. It was for only 2 nights. I can hardly type this note, without crying. I had tears in my eyes and asked her to ‘please’ follow up with the person who took my reservation. She called the number that I had been calling. She was transferred several times. No one knew what had happened…
When she talked to a supervisor, she found that yes, I was to stay longer than 2 nights and wanted extra nights. Colleen was very helpful. I was fighting tears through out this incident. I told her we were adding 3 additional days, and she was able to fix my reservation to include the 3 extra days that were previously mentioned. Colleen was sensitive, calm and extremely professional. She kept reassuring me.
After an hour, and several phone calls to Diamond Resorts headquarters, where this reservation was initiated, we had a one bedroom condo. Before I left home, I was in the middle of a real estate transaction, and brought my computer to continue the work. My condo did not have WiFi. I followed the log-in info, but it would not go online.I spoke to several people in my building, and they also did NOT have wifi. So, I went to the lobby three or more times a day to work.
The first day we arrived, the pool nearest our condo had a broken heater, so we went to the another pool. Then, that pool had an issue, and the crowds moved to the pool behind the check-in office. On one such day, the pool was so crowded, it had surpassed the number of persons permitted to swim safely. I believe the safe number was 60 persons. There were too many adults and children in the pool. Some were turned away.
The freezer in our condo did not work, but after several hours, maintenance brought ice to us. Maintenance removed some freezer parts, chiseled ice build-up off the freezer and replaced a part.
The stove burners had ill fitting pot surfaces. Every size pot or skillet sloped at an angle, because the burner fitting was not adapted correctly for that stove top. (eggs slid to the right side, also water spilled to the right.) It appeared the wrong size coil was used for this stove.
The Jacuzzi in our room looked great. Once it was filled with water to the top of the jets, I pressed the button, as directed. Dirty water and chunky, dirt particles came flowing from the jets. The jacuzzi filled with the dirt. I turned it off. We did not use the Jacuzzi.
The condo came with 4 plates, 4 cups, 4 bowls, 4 glasses, 4 knives, 4 forks, 4 spoons. That was it….Nothing more…just the bare minimum…. Using the dishwasher was not an option. After every meal, we washed the dishes by hand, so we would have 4 plates, 4 cups, 4 bowls, 4 glasses, 4 knives, 4 forks, 4 spoons for the next meal. Previously, I’ve rented houses and condos, and never had so little in the kitchen. Traveling with children, eating and cooking in the condo is the reality.
There was an Italian Buffet held at the Resort restaurant with a Sinatra review. The activities flier advertised it as ‘reservations only’. I called several times, and left messages that I wanted reservations for 4 persons. Finally, I received the call back. The gal told me that reservations were not necessary; I should arrive by 5:30 p.m. to be seated at 6:00 p.m. When we arrived at the Resort restaurant, the waiting line was out-the-door. We were told that our name would be put on a list; but it was likely we would not get inside to see the show. This Sinatra review was the only event that I definitely wanted to do during my vacation. The children were only interested in eating. We agreed to stay and wait-and-see… We waited until 7 p.m. and after others had eaten, we were given a table during the show’s intermission. The buffet was terrible. The food was cold, and most of the trays were empty, or nearly so. We heard there was salmon on the menu, and that was our preference. The salmon was gone. When I asked our waitress if the salmon would be refilled, she was annoyed by my question, and shrugged. We ate pasta with red sauce, salad and bread. (something I could have gotten at a fast-food joint.) We caught the tail-end of the Sinatra show, and left, very disappointed.
When I am disappointed by service or accommodations, I don’t usually write a letter. But, this vacation begged to be addressed. Hence, my letter depicting our troublesome vacation. The landscaping beautiful. But, so much was missing in the details and maintenance. I tried not to dwell on the problems in front of the children; I wanted this vacation to be a good experience for the boys. When something went wrong, I played it down…tried to laugh about it, and made excuses. The kids seem to accept my attitude. But, inside, I was upset and disillusioned.
Vacations are opportunities to spend STRESS FREE time with family and
loved ones. This Mystic Dunes vacation was a challenge and a disappointment.
I HAVE RECEIVED NOTHING BUT A ‘GENERIC FORM LETTER’ IT IS AN INSULT
Sincerely, D, Braun
Diamond Resorts Holdings LLC Officers:
Stephen Cloobeck - Chairman and CEO
David F. Palmer - President and CFO
Frank T. Goeckel - SVP Business Development and HOA Management
Diamond Resorts International is a vacation, travel and accommodations company. Members of Diamond Resorts have exclusive worldwide access to THE Club, which is a member benefit program, which utilizes a point based system to help book vacation packages that are tailored to users, and for use as currency within the travel destinations. Diamond Resorts International currently holds a perfect rating with the BBB, but have settled over 300 disputes to do so. View Related Claims for Diamond Resorts International: Mystic Dunes Resort & Golf