Diamond Resorts review: Refund never received

Polynesian Isles Resort:

Shamique Wilcox

[protected]@gmail.com

[protected]

Re: [protected]

Check in #[protected]

I am writing this letter to inform you that I have been seeking to get my money back from a reservation that was set for September 7, 2023. I booked the reservation for my son’s 19th birthday in hopes of celebrating in Orlando at your establishment. I booked through Booking.com and being that I travel often I already know what to look for with hotel procedures when it comes to security deposits. With that in mind, I made the hotel reservation and there was ABSOULUTLY NO security deposit stated on the website for Polynesian Isles Resort through Booking.com.

When we arrived at the hotel to check in that evening of September 7, 2023, around 6:30pm I spoke to the desk attendant Freddy. We started the check-in process, but when he asked me for a $200 security deposit; I told him that I do not have it because I was not expecting to pay a deposit and that it WAS NOT stated on the website. Freddy proceeded to tell me that it was hotel policy to reserve a room with a deposit. Again, I told him that I did not have it because I was not planning on paying one because the website did not state that was to be a deposit paid. So, Freddy asked to see the website and he stated that I was right and indeed THERE WAS NO STATED DEPOSIT ON THE WEBSITE, but because the hotel policy states otherwise that there was nothing he could do.

While in the lobby of the hotel I attempted to reach out to Booking.com to cancel my reservation several times because the hotel was unable to oblige me. I needed my money back to book another hotel because we had no where to stay that night being that we drove 3 ½ hours from Miami to spend time with our son on his birthday. I also could not cancel from the website because the time had past to modify my trip.

So, we decided to borrow the money from our friends to be sent through Zelle. The tourist guide (lady at counter by the door) directed me to a Bank of America. I told Freddy the plan to borrow the money and to hold our reservation as we would be back to check in, he said “O.K.” I proceeded to go outside and get in the car to get more money to pay deposit. When I got in the car my husband alerted me that Freddy was following behind me. Freddy told me “I CANCELLED YOUR RESERVATION SO YOU CAN GET YOUR MONEY BACK” But what seemed like a good thing to him to help lead me to further frustration. He then proceeded to tell me “Reserve the room again” BUT without getting my money from BOOKING.com this created more of a problem because I would have had to come up with another $307.33 (I was already out of $307.33 on hold from Booking.com) and still a $200 deposit. Unfortunately, Freddy made it worst.

So, we left the hotel and had to find another cheaper hotel with no deposit to check in. The next day we went back to the hotel to speak with the manager Wendy, but we spoke to Freddy first. He asked me why we did not come back. I told him I was already out of $307.33. Because he cancelled us, and it would not have been affordable for me and my family to come back and stay.

The manger Wendy spoke with us and told us that she approved for a full refund from Booking.com to be reversed back to my credit card and I have not seen it yet. I have gotten the run around from everyone but no real customer service — just a lot of excuses! I have spoken to several representatives from Polynesian Isles Resorts, left several messages, spoken to Booking.com at least 30 times and still no help. I am the consumer, and it was NOT MY FAULT. There was no hotel policy listed, the hotel attended cancelled the hotel reservation even after I told him that I was coming back after I get more money from bank.

This is a nightmare and I just want my money back. I really need someone to help assist me to getting my money back please. I have attached reservation information to this letter/email. Thank you.