Diamond Resorts
Reviews and Complaints

Poorest excuse for a business. Would not call you back. Can’t even use your points. Please be aware of this place. DO NOT BUY TIMESHARE FROM DIAMOND RESORTS. Very very hard to get to talk to someone. Was on phone 1 hr 24 minutes yesterday. No reservations. Again this morning for 30. Still no reservations. Terrible terrible place of business. Does not follow contract.

We booked tours through Blue Hawaiian activities on the 28th Jan and were offered a discount if we attended a presentation. As agreed we attended a Diamond Resorts presentation at the Modern Hotel in Honolulu on the 31st Jan 2022.

After attending the presentation we were told the the refund would be processed.

We were supposed to receive a refund of $150 and to date we have not received a cent.

We attended this presentation with another couple and they have also not received their promised refund.

I completed the Transactions program on [protected] on a timeshare at the San Luis Bay Inn. I have the paperwork from the San Luis Obispo county tax assessor showing that the timeshare was transferred out of my name to Sunterra San Luis Bay Inn LLC. The timeshare association keeps sending me maintenance bills and threats to sue me. I have been trying to get this matter addressed and settled since early 2021. No one from Diamond Resorts will call me back. I have left innumerable messages. My patience is worn out. I want this issue settled.

Alan Katje

Jan25 2022, and Jan 26th 2022

I have purchased vacation package (4 days 3 nights) from diamond resort 4 yrs ago in 2019 and booked vacation for mar 2020 but due to covid the company didn't operate full year and didn't take my calls until 2021. In May 2021 I did receive an email from customer service that I can book the package but I responded after a couple of months (due to personal reasons) and in the meantime I did even tried to call but couldn't reach them out (not sure if they're operating or not due to covid and closure)
When I contact customer care again on jan25th to re-book my package they are saying it was cancelled and customer care reps were rude and not giving any respect to customer and moreover their supervisor not calling back to me at all. I have spent my hard earned 400+50 - 450 USD for free
I demand to re-instate my package or refund my money as early as possible

We have been owners since 2013. We have under $3000 left on our loan. We make payments on time.
When we went to book a trip in Nov. 2021 to book with our 6000 we had to use by the end of the year, we were not able to book anything. We realized our payments we have made are being taken by DR, we have the bank records to prove this as well as emailed confirmations, but nothing is being applied since about May of 2021.
We have called, left over a dozen messages with multiple depts., mainly Loss & Mitigation, Tiles, as well as emailed and filled out contact forms from member back office.
No one is returning our calls or emails.
Again, we have lass than a year to go on our loan and not one person has responded to help us.
This is absolutely unacceptable. We need help resolving this so we can move on with our life and continue to enjoy DR as we have been for the last 9 yrs. We also would like our 6000 points back as b/c of this mistake on DR end we were not able to book anything with those points.
member # 9-[protected]
email: [protected]@yahoo.com

Hello

My name is Brook'lyn Lynch I booked a reservation at your resort for 1/15-1/16. I have a few issues I feel need to mentioned, I booked an ocean view suite and I did not receive one at all but my payment was for just that which is priced at a higher cost.

We had no hot water to shower and had to contact the front desk, yes they did come quickly and resolved the issue in about 10 to 15 minutes which was great but still an inconvenience espically when a few hours later we had no hot water yet again.

The sofa with the pull out bed in the living room is the most uncomfortable painful furniture to sit on much less lay on me and my significant other sacrificed the bedroom for the children so they were comfortable. A chair at the breakfast bar in the suite was peeling very bad I will attach a photo and was sticking to our clothing if we sat on it.

The remote control for the bedroom is defective we had to continuously press the buttons for any functions, not to mention the outdated televisions no applications available to log into streaming services like majority of other hotels and resorts.

I will say the children enjoyed the pool tremendously, the size of the suite was perfect and the full kitchen with accessories. I would definitely only return to the resort for the amenities very kid friendly never for an overnight stay very uncomfortable.

Thank you for hearing my concerns.

I did follow up with management at the resort and nothing was accomplished. email response will be attached.

" Good afternoon,

Thank you very much for you feedback. I am so sorry that your room was in that condition. We are currently renovating our rooms at the Oceanaire Resort, bringing in new upholstery for the furniture and new sofa beds. Please let us know when you are going to stay at the Resort again so that we can look into making sure your room will be up to standard.

Taylor Hodges
Assistant Front Desk Manager

Ocean Beach Club and Oceanaire Resort

T [protected]
3401 Atlantic Avenue, Virginia Beach, VA 23451
E Taylor.[protected]@hgv.com W diamondresorts.com "

cid:image002.[protected]@01D7F372.8B02B230

From: Brook'lyn Lynch
Sent: Sunday, January 16, 2022 1:01 PM

Early part of the 2020 right before the shut down of our country due to the initial Covid-19 outbreak, I attended a home and garden show. I was approached about purchasing an inexpensive hotel stay by simply attending a presentation at the location I choose. During the initial sales pitch, I advised that I had at that time didn't think I should go through with the purchase as there was not guarantee that I'd be able to attend as I had just suffered a total loss fire. I was assured that I would have multiple times to choose from and if nothing ever turned up then I would have not issue with getting my money returned to me. I asked several times given that I was not sure I would be in a position to get away anytime in the near future would I lose my money and was told each time I don't have to worry. The person attending the show with me even chimed in to say that I was emotional and needed to make sure I could get a refund in a reasonable time if I wasn't able to get away for the trip. Why now after several calls did I get informed that I cannot get my funds back? Why would I get told during the initial contact that I don't have to worry about losing my funds? This is for sure fraud if this is now what I am being told after I was sold this product after indicating that losing my money was a concern?

Client names: Terry E. Young and Darlene M. VanOverbeke
Member number: [protected]

In Sept 2020, we were presented with the "opportunity" to "exit" our timeshare with Diamond Resorts. The salesman was Terry, a VP of sales, at the Summit in Sedona, AZ. Terry told us that we needed to purchase another contract to get us to "Permanent" Platinum to take advantage of this Exit strategy. He told us it was a program for "available" platinum owners and part of a COVID program initiated for 5 years. We would be able to "Exit" our timeshare at the time maintenance fees were due in December and be reimbursed for our equity at whatever each point is worth at the time we elected to "Exit" our timeshare, currently at $9.00+ a point. We were shown a computer generated price of $146, 000 of which our timeshare was currently worth. In December of 2020, we contacted Terry via text message to inquire about exiting. He texted back that he had COVID and retired. He told us to contact Rueben or Jarrett, 2 salemen at the Summit that we had known for years. We could not get ahold of them. In May of 2021, we met with Jarrett Scott, the acting VP at the time and were told that Terry was "fired" and that everything we were told is a lie about any exit strategy. In Sept, 2021 we found out that Jarrett Scott had also been fired and that we have been lied to, conned and swindled more than once. We contacted a lawyer and he suggested that we contact the Legal Dept at Diamond. We have tried calling various numbers with no luck. We were told in May of 2021 by Jarrett Scott that Terry actually did us a favor by selling us our latest contract because we were actually "Permanant Platinum" members. He told us he could get our money back for the last contract, #[protected], but we should just keep it. We trusted Jarrett but have now found out he was also fired. A salesman we met with in Sept 2021 told us we are NOT permanant platinum members, but for more money he could get us there. His name is Don Grayson Cox. He is the one who mentioned we should get in contact with the legal dept however he couldn't find the number. So, we would like to speak with someone with Diamond Corporate Dept/legal however so far it has been impossible. We trusted the Diamond staff for many years and now feel that we have been swindeled, conned, and taken advantage of. We have purchased 7 contracts over the last 7 years and have been loyal Diamand owners. This is a disgrace on Diamond's reputation. We have also recommended Diamond Resorts to family members who also purchased.

We would like to have a person from Diamond Legal dept contact us to discuss resolution at: [protected]. We want to discuss the details of this experience which cannot be fully appreciated in an email. At a minimum, we would expect our $17, 000 refunded for contract #[protected]. At a maximum we would like to be compensated for an exit strategy that we were promised.

We have not been able to use our DEEDED timeshare property at Crag's Lodge in Estes Park, CO for the past three years! We have been told that it is a 'structural' issue with the foundations, but have not been allowed to see the reports or talk to the engineers. We were told this would be resolved two years ago and STILL NO WORD about this situation! We have been kept completely in the dark! We have owned this property at Crag's lodge for over 30 years and the Diamond reps that come from the company are terrible! We have not been given comparable accommodations nor have we been compensated for this situation. This is DEEDED PROPERTY for Week 30 - we are ready to contact our lawyer and file a lawsuit against Diamond Resorts International! We get no info from the company and they cancelled our owner's meeting last year as well (even though they held meetings at other resorts, aka Sedona!) - I've also emailed Diamond and NO response!

We were sold a sampler package (well actually 2) in Sept 2019. We were shown a list of 1000s of properties that we could visit. Lots of resorts in the Caribbean and in Europe. That's actually why we bought. We were also told by the sales person that the points do not expire. Well it was all lies. Your trips are limited to a small handful of locations all in the US except one in Cabo.

Then Covid happens and this company is treating it like it's any other year. We could not travel for over a year! And people still are not comfortable traveling and there are still a lot of restrictions. But there are no changes to the policy. Points still expire, they don't offer you refunds they basically just steal your money. This entire package was sold to us based on lies to get us to buy. This company is fraudulent. The hotels are cheaper if you book on your own.

I am at the moment in hotel balkan jewel in bansko, bulgaria and will be staying until this Friday. The servise and staff is not as before. With my Friends we are staying in this hotel for several years already. I had a unplesent chat with the manager of the hotel and not muuchto address my complaints. Pets arecoming in the restaurant and staff is not doing so much on it. I will not be coming to this hotel if things are not improved.

My family and I Checked in on Monday June 25th 2021. Upon arrival it took 20 minutes for us to be checked in and we were not given a welcome package. The website is very deceitful and misleading. We were under the impression there was a restaurant on the premises to only find out it's a bar outside that you order food by a pool.
Monday we attempted to order ice and it literally took 6 hours to get it.
I went to file a complaint with the manager and he laughed on my face and stated everything was on the website.
Today Tuesday
We were without electricity for 45 minutes! I attempted to call the corporate office no one would help me there!
I attempted to speak to a corporate manager they refused to help.
So, here I am filing a series of complaints in order to get my issue resolved.
This place is terrible.

Diamond Resorts - SILVER PLUS CONTRACT Complaint

My name is Leslie Burton. My wife Linda and I have had a timeshare with Diamond Resorts for many years. Member Account #[protected].
This complaint is in regard to my dealings with a one Mr. Ben Torres an employee of Diamond Resorts. I first talked with Mr. Torres on 29Dec20 and again starting on 27Mar21.
Mr. Torres contact Information: [protected], Extension 13745
On the 27th of March Torres indicated that due in part to the Covid crisis Diamond was implementing a new program for Silver members called "SILVER PLUS". Mr. Torres indicated that he would be my point of contact at Diamond for all future travel arrangements, points redemption, etc. for me and my family.
Per Mr. Torres the highlights of the "SILVER PLUS" program would be as follows:
1. 100% redemption of points for a given year @ $.20/point
2. 100% use of points for hotel reservations, and car rentals
3. Ability to save up to (5) years of points into the Diamond "DEX" system
4. Program would allow for transitioning out of Diamond at a point in the future, no cost
In order to get into the "SILVER PLUS" program I was required to purchase an additional 1, 500 points which I really didn't need or want. However, given the benefits of the PLUS program the purchase would have been worthwhile giving my family more flexibility and options with our vacation planning.
As it has all turned out this was in my opinion a scam on the part of Mr. Torres just to increase my maintenance fees. Totally my fault for allowing this to happen to me and my family. I failed to challenge Mr. Torres sufficiently on the Silver Plus program thinking that anyone working for and. representing Diamond would be truthful. Was I ever wrong, a big mistake for not verifying the information before signing the contract. Never again will I believe anything a Diamond employee tells me. I did ask him several times for the "SILVER PLUS" documentation and he indicated that it was in the Members Benefits section of the Diamond Website. This turned out to be totally false. In addition, I saved 16.5k points and wanted to save the remaining 15k but the system wouldn't allow me to do so. I requested in a phone conversation with Mr. Torres that he move them but that didn't happen. This is after he told me I could save all of my points for up to (5) years. Then I knew I had been scammed.
My wife and I are retired and living on fixed incomes. Therefore, I have to continualy monitor my spending to insure that we're not in the ‘red'. We're already in trouble with our timeshare in that we haven't been able to use it for going on approximately (2) years and probably won't for the foreseeable future. My wife is sick and partially handicapped needing to be wheelchair bound about 75% of the time. Along with being a caregiver for my wife I am also taking care of my 94 year mother. So all I am doing is paying maintenance fees. The fact that I can't travel isn't all Diamond's fault, I just don't need additional expenses piling up without realizing the "SILVER PLUS" benefits promised by Torres.
In closing, in my past life I had a policy as a Design Engineer to ‘trust but verify'. This is my fault for not requiring documentation from Diamond for the Plus benefits promised by Mr. Torres. However, the fact that I was blatantly lied to and mislead by Torres is totally disgusting. I did not think that Diamond management would allow this type of deception to happen to their customers. It appears that I was totally wrong.
Don't expect that Diamond management will do anything about this complaint but I needed to bring this to hopefully someone's attention. Sure wouldn't want to see the same thing happen to anyone else. At a minimum I would like to have this contract nullified and my $5, 015.00 remitted to me. At a maximum I wouldn't be disappointed if my ties with diamond were severed. I am totally disgruntled and disappointed with Diamond Resorts at this point. Given my current circumstances the purchase of the Diamond timeshare has been by far the worst financial investment that I have made in my lifetime, one that I regret daily.
I have been wrong about a lot of people in my life but never more than with Torres. He came on as a guy of character and integrity, looking out for the customer as his first priority. Obviously he is only looking out for himself. As a Christian I will be praying for him.
Per my notes and discussions with Mr. Torres the above statements are true. I am open to signing a sworn Affidavit if needed as testimony to the facts that were discussed.
Les Burton
26June21
Phone: [protected]

I called the hotel when I was on the road and they said I didn't have a reservation. When I booked I told the representative I needed May 24th to May28th. He said everything was booked and all I had to do was show up. I called Diamond Resorts from the road on May 24th and they told me they would have the representative call me. He still hasn't called me. When I got to the hotel it seems he booked me for April 24 till April 28th. I had to pay again. Meanwhile, I am out $394.92 plus 396 points. But this isn't the first time someone was supposed to call me and never have. Milly Cavanaugh

my concern is these representatives call you and pressure you into a booking and when I wanted to go previously I was told I couldn't go at that time then I requested my money back and was told I couldn't get it back because my 30 days was up I told them from the beginning I don't ravel much anymore and couldn't really given a dated plus that NEVER TRAVEL MUCH ANY MOREPLUS WANT NEVER TOLD I HAD A SPECIFIC TIME TO CANCEL I'm LIVID SO YESTERDAY WHEN I DID TRY TO BOOK MY TRIP I WAS TOLD I HAVE TO PAY X AMOUNT OF MONEY FOR THE DEPOSIT AND PAY 25.00 ROUGHLY A DAY TO PARK . I WAS SHOCKED I'VE BEEN TRAVELING FOR YEARS AND NEVER HAD TO PAY TO PARK I COULDN'T BELIEVE IT.
I HAVE A SICK HUSBAND WITH CANCER AND ALL THIS EXTRA I CAN'T AFFORD WHO CAN I SPEAK WITH CEO OR SOMEONE TO GET MY MONEY BACK THIS IS ALL A SCAM! I'VE READ REVIEWS AND UNDOUBTLY YOU GET A LOT OF COMPLAINTS. I NEED TO KNOW SOMETHING ASAP BECAUSE SHE TOLD ME I ONLY HAVE X AMOUNT OF DAYS TO CANCEL AND IF I DON'T GO TO THE PRESENTATION I WILL GET FINED. UNDER THESE CIRCUMSTANCES WITH MY HUSBAND BEING ILL AND ALL THE EXTRAS THROWN AT ME THIS NEED TO BE ADDRESSED REAL SOON!

Hello,

On 4/3 at 1:30, my wife and I were scheduled to go on the tour- we stayed at the Golden Nugget in Las Vegas. We were stuck on the bus for over an hour, and decided to not do the tour. They were supposed to reimburse me the 60 dollars, and they never did. This was a horrible experience, and I would really like to be reimbursed.

Thanks for your help!

I still have points and expired the end of this month (dec2020), I canceled during the pandemic then I rescheduled going to use it this month (December) but the covid increase then I have health condition (after covid) If I reschedule (deposit) I hv to pay $299 for destination exchange, I don't have money for extra $.
Other hotels or airlines they give the extension without pay extra.
I don't understand with this company during this situation they can't honors the members after joining so many years,
Ppl suffering to fight for their lives, SO, is it worth it to join this company during this situations? Think hard before join or sign up with this company.

I stayed at parkway international on celebration from november 3 to the 29 something like that. If you check your records I have stayed at plenty of your facilities in the past never ever have I been charged a cleaning fee. Well this time the manager charged me 200$ I really don't understand why? We actually stripped all the beds put everything in a pile even towels I feel like we did most of the work for them what did they have to do. Yesterday I got the run around on the phone talked to 5 different people trying to complain to get transferred to parkway to speak with curtis who I was told by the person transferring me he was a manager I know different [protected] please call