My email to @DiamondResorts. I will make sure to keep these public on twitter.
Hello. I just got a response from you guys on Twitter. I'm Elliot Trueblood. This is my mother's email account. My mother called Diamond Resorts this afternoon and spoke to a representative named Jeanie. My mom was trying to make a reservation at The Point in Poipu, Kauai. This resort is a part of the collection that my parents are members of, therefore there is supposed to be a thirteen-month booking advantage. Currently, my parents have rolled 15,300 points over to next year, and as of January 1st, they will have another 17,000 points. My mother felt as if there wouldn't be any problem booking, however, she was told that she couldn't use her Home Club Advantage until she paid NEXT YEAR'S maintenance fees. This has NEVER been an issue before, and of course my parents don't have the funds to pay a future fee such as this, as they did not include this in their budgeting. Jeanie said that maybe in the past, booking would have been allowed, but not now, as "these are the rules". She suggested that my mom should wait until January 1st to make a reservation. However, it's a good possibility that there won't be any accommodations available by then. It seems as if the rules change arbitrarily, and members are not notified of these changes. In fact, my parents purchased more points last year in Maui and were not told about additional fees they would have to pay because of "water intrusion issues" at the Point at Poipu. It's very hard to feel any sense of trust or confidence in Diamond Resorts. I can hear them talking now, and they're actually considering ways to terminate their ties with your company, which I personally think would be a great idea, as it has cost my family so much expense and turmoil when we just want to go on a nice family getaway. It's truly sad. How do you feel about this, and what changes can you make on YOUR part as a company to stop your customers' dissatisfaction? I'm sure my parents aren't the only ones who feel this way.