Diamond Resorts
Reviews and Complaints

In my opinion, this is a 1.0 rated resort. My wife and I stayed at the Mystique Resort in St. Lucia from November 8 to November 13, 2023. It was a total disaster. This is a run-down resort in need of new management.

This is a Royalton resort, part of the Blue Diamond Resorts group.

We paid extra money to stay in the “Deluxe Junior Suite with Ocean View”. The king size bed was two twin beds pushed together. The furniture was cheap and uncomfortable. The “ocean view” was a view of an overgrown tree that blocked most of our view. The refrigerator was broken, defrosting, leaking water on the floor. There was NO cold water, only scalding hot water. We could not take a shower for two days. It took three requests to get this fixed. One of the faucets for the sink in the bathroom was leaking and water was running on the floor in the bathroom. When we could take a shower, water would leak or run out into the bathroom. We had to put towels on the floor to soak it up. The first night we asked to be moved to another room or another resort but they would not agree. WE paid EXTRA for this room!

At night there was a blinking light from the smoke alarm. It was next to the bedroom and blinked every 5 or 10 seconds. There was no elevator to get to our third floor suite. It was dark and scary going to our room as most of the hall lights did not work. There was a constant loud noise every night that could be heard by the entire resort. It was like squeaky gears, gauges or wheels turning, from maybe their air conditioning system. There was no drink or food service at the pool. If you wanted a drink you had to go go the one swim up bar. If you wanted food, you had to get up from the pool or beach to get it yourself. The bathroom nearest to the pool and beach often ran out of toilet paper and paper towels.

The resort is small with one pool and limited seating on the beach. I slipped and fell stepping in the pool, cut my arm, because the pool floor was slippery from sand from the beach. The pool was not cleaned very well each day.

They have 3 places to eat. We did not eat at the “reservation only” restaurant because of bad reviews. The grill or restaurant near the beach and the buffet OFTEN would not open on time.

The first day we arrived we were starving. We went to the only open place, a small restaurant on the beach. They close at 6pm. At 5:50 they told us they were closing. We asked for a cheeseburger and they said they had ran out of burgers. We waited for the next restaurant, the buffet, to open at 6:30pm. Despite our many requests to start eating at the buffet tables, they did not open until about 6:50pm. Every day one or all of those restaurants opened late. The food was average at best. The main restaurant was a buffet that seemed to have the same chicken and vegetables every day.

On Sunday, November 12th, our last full day at the resort. The grill ran out of chicken, the bar ran out of ice and they ran out of towels for use at the pool or beach. Later, they did get more ice and chicken but never had more towels that day. It was like an old folks home, eat dinner and go to bed. We only heard about and saw entertainment one night. It was a Caribbean dance, fire eating, fun group. That event lasted maybe 30 minutes.

Overall, there was little fun. Customer service seemed like a low priority for this resort. Management was absent in all areas.

We came to this resort to celebrate our 20th wedding anniversary, a time of happiness and joy but we left the resort ANGRY and STRESSED.

David and Mitzie Cochrane

A person named Jeff Langham, with a Facebook profile at https://www.facebook.com/Jdhealthy, has been in contact with various members of Diamond Resorts such as Laura Kelly, Frank Blaha, Malvin, and others. Jeff Langham has multiple other accounts. They create listings on Airbnb under the names Luxury Vacations, Venture Vacation, Let's Go Vacations, Stay Here Vacations, and book guests from Airbnb, sending them to different properties associated with Diamond Resorts. I have more than 1000 customers who have booked through Airbnb, and they are sent to various properties associated with Diamond Resorts, posing as family friends, etc.

Please put a stop to the fraudulent activities that Jeff Langham and his wife Danny langham has been engaged in for the past three years, or I will contact the Attorney General. Thank you.

Their contact numbers:

Jeff: +[protected]

Danny: +[protected]

The sheets on our bed were changed. (White Sands Minorca). When we went to bed here was dried blood on the sheet and a large stain on the duvet cover.

Reception were contacted and, on my insistence, the sheets were changed.

Holiday 16/10/23-23/10/23.

It was very distressing to see the blood and made me feel sick. It was 10pm at night. I rang reception. On my insistence fresh sheets were brought to me. The man from reception was visibly shocked when he saw the sheet.

On 2/20/20 I was on a vacation to the Big Island Kona Hawaii.

I was pressured into this and only had 24 hours to claim 50% off.

Not knowing about the Covid Pandemmic was about to start.

The first vacation I booked on this Time Share was Sedona Arizona on Nov.

2- the 5th then back to Las Vegas for 3 nights. Diamond canceled my trip.

Then i heard the infomercial about Westley Financial. As I quote Charles Mc Dowell we can get you out of your time share and every penny that you put in it.

I fell for it lies and poor advice like stop making payments. I have the right to cancel because they canceled my vacation.

Diamond is the absolute worst scam i have ever got caught in. Every point that they gave us that we decided to buy on was a lie. A calculated, preconceived lie.

There is no customer service --have tried for 3 years to get the truth out of these people and it is impossible. They will either hang up on you or say will get back with answer and never here again.

We bought based on availability, location, type of accommodation and priority of availability and that the points we bought would allow us a great selection of properties. Also, that we could deposit all time from other time shares and diamond would take care of all reservations.

Not one of these issues was true. When trying to get help with deposits all representatives would respond that they had no idea but would get back to us--never heard from any of them.

We find out later that none of the other times shares that they said they verified with would deposit points. All tie shares are bad but Diamond/Hilton the worst.

Whatever amount of money you give them will be a right off---and it never ends.

Dear Mr. Vicha,

Thank you for the response, I apologise for any past frustrations with our response time. I have taken a look at your feedback and I hope I have addressed these points, if not I am happy to continue to look into matters further.

I have attached the HGV Max Acknowledgement that was completed in your purchase in January 2022. Anyone who purchased after the beginning of January 2022 (and before the launch of HGV Max) was automatically grandfathered into HGV Max. This was not confirmation of being Max but it did provide these individuals the option to opt in when it launched, or keep their membership and not opt in to Max. In short, you were offered Max when it launched without to requirement to buy more points. However the activation fee was still payable.

I would like to also confirm that anyone who upgrades their membership, or new individuals decide to join HGV Max, are also required to pay the one-time fee as part of their purchase.

The maintenance fee summary sent to you in Nov/Dec for the annual 2023 fees will not have included the Activation fee at the time. The reason I believe this happened is because it was issued prior to your purchase in Mid-December. Did you opt into HGV Max prior to your December purchase? You mention confirming this in September?

As requested I have attached the documents containing the confirmation of the $199 activation fee:

· Purchasers Understanding and Acknowledgement (point 3)

· Sales Purchase Review

· Purchase Review Upgrade Addendum

Cabo Azul does have lower maintenance fees than the other collections, all maintenance fees can be subject to increase. We do try to keep an increases as low as possible and in previous years they have not risen. However with the rising costs there has been an increase this year throughout all collections in 2023. You Purchase Agreement will detail the Maintenance Fees, I believe this is in section 10.

I do hope the above has helped to provide some clarity, however, if not I am happy to help and we can look to organise a call if you would prefer.

Many thanks,

Natasha

Natasha Brown­

Customer Service Specialist

T [protected]

Citrus House, Caton Road, Lancaster, Lancashire, LA1 3UA

E Natasha.[protected]@HGV.com W diamondresorts.com

Diamond Resorts (Europe) Ltd | Registered in England and Wales | Registered address: Citrus House, Caton Road, Lancaster, Lancashire, LA1 3UA | Registration number: [protected]

From: wayne vicha

Sent: 08 March 2023 15:46

To: Natasha Brown

Cc: CSMAdmin ; Imelda Collins

Subject: [EXTERNAL] Re: HGV Max Membership - activation fee query || Vicha || 9-[protected] || (CID:w9ff830sffzd4qndjh)

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

Natasha,

#1 I really appreicate you sending me an email so promptly. Everytime I deal with Diamond it is so frustrating and disappointing.. so thank you.

#2 Thanks for the info. BUT! SOME BACKGROUND:

We signed up for future HGV Max in Jan 22 purchase. So we got it then.. Then sometime in Sep they had us confirm we wanted HGV Max.. When we paid the 20K in Jan 22 I would think that would have been included in the $199 initial fee. If you could provide the page that i agreed to the $199 on the Sep/Oct change to HGV max that would be great. This is my issue (see Attached) the Maint bill for US collection did not have the $199 fee.. The Maint fee in Jan for the Mexico collection had the fee? Strange to me. (see attached)

#3 Mexico purchase - There is a serious ethics issue with my purchase and what was told to me. I was sold on the Maint fee not going up as much as the others. In Dec they would have known how much the fee was going up.. and that was 7%. They told me it had not gone up for 10 years.. Never showed me any paperwork as the case.. But promised me it was a smart purchase. I dont know why or what kinda a fool I am but I trusted HGV and now I feel like I got very little for the 22K i spent.. might have been the DUMBEST thing I ever done.

#4) So I guess just like always.. we just keep getting burned. If you would look at the document that I sent you the $199 fee was not on my maint bill for the US collection in Dec.. but it got added to the one in Jan for Mexico of which we paid another $22K.. As I type this I just get the feeling I might as well Just have set my $40K on fire cuz this might be the stupidest purchase ever. I'm a retired military enlisted person and not a rich person to any degree.

I will attached the same documents I sent to Mr Burrow. If you can't help me any more than I will surrender and realize that.

Thanks,

Please pass to someone that can research the ETHICS OF MEXICO SALES OFFICE.

WAYNE E. VICHA

Master Sergeant Retired(USAF) 24 years of service

[protected]

On Wednesday, March 8, 2023 at 09:36:33 AM EST, Natasha Brown wrote:

Dear Mr. Vicha and Miss Collins,

Thank you for contacting Diamond Resorts in relation to your recent upgrade to HGV Max membership. Whilst we understand your request to have the $199 activation fee waived, it is a requirement of the HGV Max membership. It is a one-time payment and it was confirmed that this payment would need to be made in your contract documents.

The purchase in January 2022 grandfathered you into HGV Max. This meant when the program launched you could chose to opt in without needing to make a new purchase of points. All members and owners who were eligible and decided to opt in, were required to pay the $199 activation fee.

I hope this information is helpful to you and if you do have any questions you can reply to my email and I will assist. Additionally if you would like to organise a call please let me know a suitable time and I will look to arrange.

Kind regards,

Natasha Brown

Natasha Brown­

Customer Service Specialist

T [protected]

Citrus House, Caton Road, Lancaster, Lancashire, LA1 3UA

E Natasha.[protected]@HGV.com W diamondresorts.com

My membership number is 127322. A few days ago I booked 5 nights at Wychnor in UK. Subsequently I found out that there was no bar or restaurant. We are both in our 80’s with health problems and planned to use the bar and restaurant. Having complained we were told we could go offsite but Wychnor is a remote site. It was not going to be a relaxing break.

We purchased a sampler package promising "many locations" to choose from within driving distance from our home. For two years been trying to book a vacation. Sampler expires in July and the resorts located in driving distance (less than a dozen) are booked yet again. We were told no problem to book in Myrtle Beach- they don't even have a Mrytle Beach OPTION! We still have all of our points- never been able to use any and it all expires this year. This is a con and a scam. We were showed a website to book on at our contract signing and NOW we are told we CAN NOT use the site and must book through a phone call where we are told all booked. Hilton Grand Vacation has taken over and completely unhelpful.

2-27-23

Been a paying member for 16 years. Tried to change a simple 4 day reservation and they have 0 flexiblity even though there were rooms available.

This is the 1st time in16 years I have made a request like this.

If you really want a time share, stay away from Diamond reserts & Hilton Vacations.

They could care less about customer service.

Bunch of incompetents. Each year I save points from VRI into Diamond so I can use the points. I have done this for 20 yrs. I have called 4 times starting at end of Jan. 2023. and each person didn't know what I was talking about. They spoke to a supervisor and got back to me saying it was handled. I still don't have those points in my account. This year's Diamond points aren't even listed. It's SO frustrating and that is why I would like to get out of Diamond altogether. Today's call went on for an hour where I was left on hold for 30 minutes and then hung up for a survey!

My mother is a member of diamond and when her account was due for payment they used my credit card number for payment. She booked a room for my wife and I in the past, and I used my card to pay for the room. Somehow they put my card on file without my permission and charged my account for her member service.

I contacted financial services on 3 different occasion and left a call back number with the first one stating 7 callers in front of me and would call in approx. 10 min.
Two hours later I once again contacted the same number with 33 callers in front of me with a call back in 30 min. 5 hours later no call back.

I would like to resolve the issue of my card being charged without my consent.
I would like someone to contact me so I can resolve this issue.
Les Hoover

[protected]@yahoo.com

My family sold $10,000 points in November of 2020. Diamond Resorts did not process the sale timely and when the 2021 fees were due in January 2021 my family was told that the full amount needed to be paid and they would refund the $1708.

Diamond Resorts did not do so and after countless hours of phone calls and e-mails there is still no sign of them issuing the refund. They claim it is tied up in "legal," but legal has not responded to numerous e-mails and there are no numbers that can be called to talk to anyone.

It has been the most outrageous conduct I have ever seen. To lie to get the payment in January of 2021 and to be two years down the road with no refund having been made.

As an extremely disappointed owner in the resorts, I attempted to simply return to them free and clear the contract, fully paid off, I had with them. The team they use is called transition and I was told I would have to pay one thousand dollars per contract they swindled me into to begin with, with promises they could not fulfill as sold. One was a big one with as a certain level owner we could book cruises using the points on the cruise line they now owned! This changed to points plus cash and I found the prices were lowered to pennies on the dollar for our points and cash at near a price I could book the same ship on my own for. I want out due to the constant lies and confusing misrepresentation we have received at every "Owners update" meeting they pressured us to attend! They literally ripped me off while at one in Hawaii saying though I have a notation on my contract when I 1st was sold into the Diamond contract stating I had full rights to Hawaii as well as the U.S. collections. At that point I was so angry I stormed out! I offered to pay a flat 1000.00 to close out the entire association with Diamond but this team only offered to let me out of One contract! No discussions etc. Now I am forced to refuse payment of the newest maintenance fee bill they sent. I contend that the new contract should have negated the previous contract and the company should have only held one contract still in effect. Reality says your bookings are only via your present level not the bronze level you opened with. Therefor the contract is voided of value!

I've been disappointed with Diamond Resorts since I purchased the timeshare but now it's worst than ever. Since Hilton Grand Vacations purchase Diamond since have gotten worse. Their service is awful. No one seems to give a dam about you... And now it seems that we, the Diamond owners are treated like second class citizens, as compared to their HGV Members.

I am about to lose 6700+ points because they can't make an exception, although, within all the presentations they've had me in trying to sell me an upgrade, they've never fully explained the use of points nor exactly what I'm entitled to... This whole company is a scam, and now I feel like a second class citizen, compared to the HGV members...

Now, I won't even be able to travel next year because I don't get new points until 2024. I still have to pay the maintenance fee though! Scam, scam, scam...

Yearly maintenance fee continues to go up but the service goes down! How is it that the Attorney General of Florida has yet to investigate Diamond Resorts / Hilton Grand Vacations HGV?

I took over the timeshare from my elderly mother

she was unable to use it due to her age.

I have had it 4 years and so far have been able to use it twice for a total of 6 nights

cost to me has been about $5000

i spent two hours trying to start ball rolling to reliquish my ownership to no avail so far. It is a total ripoff as whenever i try to book a hotel there is no availability

I own a new years' week at Tahoe seasons resort and have owned it for approximately 20 years.

I made a payment to TSR on or about June 19, 2022 for approximately $450 for an invoice I received. My DRI account does not reflect this payment. It still shows I owe $1400 for maintenance fees. I have had a lengthy discussion with a lady in your finance department. I have had bill pay from my bank at Premier America Credit Union indicate proof of payment of this amount and that it was cashed by the recipient. I want credit for this amount paid already so I can pay the balance on my maintenance account. DRI Financing Dept. has received an email in their financing department regarding this matter.

I have not yet received a confirming email from DRI that they have credited me for this payment, nor has the credit been reflected on my DRI account.

Please contact me asap. (If I have sent this to a wrong address, please advise me and forward to the correct address for the financing department.)

If this matter is not resolved by December 10, 2022, I will refer it to the Department of Real Estate for further review. Since this corporate takeover by DRI, obviously accounting has made mistakes as reflected by its failure to give me credit and update my account.

I appreciate your immediate help.

I bought the sampler package while on holiday in Maui, with a view to returning on vacation to Hawaii and possibly buying full ownership if I liked it. It cost $4,000 USD and I planned to return in March 2020 - however Covid struck, and my country (NZ) closed its borders, re-opening them at the end of July 2022. Aware this meant the only property I could use my sampler package was Queenstown, offering to attend the required presentation virtually before hand. I proposed this, they declined. I explained this meant the contract fell under frustration of purpose (where something not caused by either party prevents the contract being performed, which would result in a refund). They refused. They assured they would keep an eye on the international situation and I would be able to take my holiday once the Covid restrictions ended. In between times they sold to Hilton and provided no communication. Their international phone numbers don't work, they don't respond to emails, and when trying on Skype, I get disconnected. Basically they have provided nothing, kept the money, and made it impossible to get anything in return. Plus they have failed to follow the law in terms of frustration of purpose.

My husband and I purchased a sampler package. We have been trying to book a vacation in Hawaii and it's always fully booked. I was told to make reservation early. I called again earlier this week to book a Maui or Big Island vacation for next October. I was told again, there is no availability.

It has been a great disappointment and we felt this sampler package is a lie. If we were "offered" to try the ownership program and perhaps we would become members/owners because it is so great. However, we paid the package but there is no available room for next October in Hawaii? There are multiple resorts on the list for Maui and Big Island; and there is no room available for a year out? We were not even asking about summer months. How soon do I need to plan my vacation? If I can't even use the sampler points without going through hassles, how is this sampler package going to get me into joining the ownership program?

Diamonds took my money but offers very little vacation options. It is completely outrageous to tell customers that, there is no room available at multiple resorts a year out.

This is for Eagle Rock in Hazelton Pa. But you owned them so you should know. I listed my property with Eagle Rock Real estate back in April of this year 2022. I listed it with Grace Pompano then after no response I emailed grace to lower the price. It never got lowered, she was fired nobody contacted me. The property was never listed. I want answers. It was prime time to sell in April with low interest now not so much. I would like to still sell the property.

What I want is answers. I want to see first listing (if any)

Thank you

From the beginning when I started with Diamond resorts I have been lied to, promised to be treated and get the perks like a member, I was treated awful and belittled at the tour which took a long time. If i was happy with the contract maybe when it was up in two years I might have became a member but not after the treatment and lies I received. After a year or more of paying payments and trying to go to a resort in South Carolina I am told they are not booking at this resort and not sure why. This whole company has been a disappointment and has left a very sour taste in my mouth. I continue to pay monthly but never use it. I will never do anything like this again. What a shame for a company like this to make me feel frustrated. I wish I had never said yes and signed the papers.