Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the package from LDR on 12/6/24 for the total of $435. I made a reservation in July for a December arrival via their website and later received an email asking for a peak time fee of $199. I told them there were no peak times published anywhere on my documents nor on the website. No response. I have called, left messages, and emailed them again since July, but nothing has resulted in a reservation nor a clarification of these fees. I called the location directly, but they do not honor 3rd party purchases.

  Business Response

  Date: 11/14/2024

  Guest is looking to book under the required timeframe to book. Guest booked on 11/2/2024 for 12/18/2024 to 12/21/2024 - On our terms we require 60 days for non holiday & 90 days for Holidays - 12/18/2024 to 12/21/2024 is not the holiday itself, but VERY CLOSE TO THAT DATE BY 4 DAYS.  In her contract from her purchase back in 2022... Please see attached details from her booking request as well - If guest is booking under 60 or 90 days depending on selected dates a late booking fee applies... Guest was upset saying she had to pay a peak fee. SHE IS CORRECT AS SHE DOES NOT, but resort fees, taxes, and a late booking fee for having the resort book under short notice after it was told on purchase date and in contract a fee applies. 

  See attached. New - General Booking
  
  
  LDR Reservations
  Search for all messages with label LDR Reservations
  Remove label LDR Reservations from this conversation
  
  
  
  Luxury Diamond Resorts <***********************************************>
  Sat, Nov 2, 1:22?AM (12 days ago)
  
  
  
  to me
  
  
  
  
  
  
  
  Form Response Notification
  
  Youve received the following form submission from the Book Now form on the Reservation Request Form page of your website - **************************************.
  Your Name: Star ******
  Your Guest/ Spouse Name: David ******
  Phone: **********
  Email: *****************************
  Your Date of Birth: **********
  Your Guests/ Spouse Date of Birth: **********
  Additional Guest/ Child Name: Sarai ******
  Additional Guest/ Child Date of Birth: **********
  Additional Guest/ Child Name_1: ***** ********
  Additional Guest/ Child date of Birth: **********
  Number of Travelers: 4
  Your Occupation: English Professor
  Your Guest's/ Spouse Occupation: Sound Engineer
  Number of Nights: 3
  Check In Date: 12/18/2024
  Check Out: 12/21/2024
  Location: ******, **
  Resort: Highlands at ***********
  Notes: No peak rates are listed
  
  Reply to customer
  
  
  

   

  Business Response

  Date: 11/14/2024

  Link to website: *******************************************************************************************;

   

  And email of correspondence below 

  *********************** <*****************************************************************> 11/13/2024 2:33 PM Re: *************************** at *********** To  Star ******

   

  Hello,
  
  
  We are not charging for peak fees. 
  
  Thank you.
  
  $149.00 Late booking fee
  $99.00 Resort fees & Tax.
  
  
  Total due for submission: $248.00
  On 11/12/2024 6:25 PM EST Star ****** <*****************************> wrote:
  
  
  I have been trying to make this reservation since July, and there are no peak booking fees published anywhere. 
  On Tue, Nov 12, 2024, 2:18?PM *********************** <*****************************************************************> wrote:
  Hello,
  
  
  
  Perfect.
  
  $149.00 Late booking fee
  $99.00 Resort fees & Tax.
  
  
  Total due for submission: $248.00
  
  This can be charged with your authorization using the card on file from when you purchased your vacation package. Authorization can be given by simply replying to this email or you can contact us at the below information and provide a different card. 
  
  
  
  
  
  Thank you for choosing to travel with us!
  On 11/12/2024 4:22 PM EST Star ****** <*****************************> wrote:
  
  
  Yes,  please.  
  On Tue, Nov 12, 2024, 11:14?AM *********************** <*****************************************************************> wrote:
  Hello,
  
  
  
  This booking was received November ****** at 1:22am
  
  We apologize for the delay.
  
  
  Please lets us know if you want to move forward.
  
  Thank you.
  On 11/11/2024 7:03 PM EST Star ****** <*****************************> wrote:
  
  
  I have been trying to reserve since July,  and no peak times are posted anywhere. 
  On Mon, Nov 11, 2024, 3:50?PM *********************** <*****************************************************************> wrote:
  Hello, 
  
  We have received your vacation request to Highlands at *********** in ****** ******* from 12/18/2024 to 12/21/2024.
  
  
  
  A late booking fee applies if booking under the 30/60 days advance notice required by the resorts. 
  
  
  $149.00 Late booking fee
  $99.00 Resort fees & Tax.
  
  Total due for submission: $248.00
  
  This can be charged with your authorization using the card on file from when you purchased your vacation package. Authorization can be given by simply replying to this email or you can contact us at the below information and provide a different card. 

  
  

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a trip by Luxury Diamond Resorts on September 7, 2022 for 2 destination trips. I called to book travel on October 29, 2024 and was told they needed ****** dollars immediately for resort fees. I refused to give the company anymore money as that was never discussed when I purchased the trip. After minutes of back and forth it was apparent that this was not a legit company. I asked for a refund and **** at ************** she said she worked for the reservation department and she cannot issue a refund it would have to come directly for LDR. I asked for the direct number to LDR as this is the number that is listed on their website and she did not have another number for them. **** was sounded frustrated and hung up on me. After reading numerous reports on your website regarding this company it is clear that they are scammers and need to be eliminated as merchants for fraud purposes. I would like a response to this issue to find out what has been done with these multiple complaints and a method to find resolution to the money countless individuals have lost in this scam. Also, it is not fair and quite frankly illegal for *** to advertise the companies they are listing as destinations i.e. Luxor, Best Western, Excaliber and the list goes on and on without the knowledge that LDR are using them. I spoke directly to one of the destinations and they mentioned they dont know who LDR are and never done business with them. Their website address is **************************. Please let me know what is being done.

• Initial Complaint

  Date:03/28/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a travel package on the telephone. I was given a confirmation of the sale but the dates were not listed. When I got the dates confirmation email the dates were incorrect. I immediately contacted the company and after several tries got an email stating the dates had been corrected. Later the company required me to call a different number to confirm the travel. At that point I was told my dates were not available. I was advised to call back the company I purchased the package from and request a refund. I did this and eventually was told I would receive a refund. I also disputed the charge with my credit card company. I never received a refund and the dispute was denied because the company told the credit card company my account was still open and I could still book the travel. Based on this information I contacted the company again to try to resolve the issue. After several calls and emails the company was not able to provide the travel package I purchased because the resort did not have the dates available. Once again I was told I would receive a refund which has still not been provided. The company now will not reply to my emails. I would like a refund for the following: $820 for the Jamaica package that was not provided plus $535 for the *********** membership which is worthless because the company could not organize my trip.

  Customer Answer

  Date: 03/29/2024

  Update.  This is the company information listed on Sunbiz. 

  *********************************************************************************************************************************************************************************************************************************************************************************************

   

   

   

• Initial Complaint

  Date:03/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/6/2021 we paid $435 for 2 trips to visit timeshares for possible purchase. On Jan. 11, 2024 we called Luxury Diamond Resorts to book one of these trips to ********************************, ************, ****** for March 14 - 18. We were told that a payment of $498.96 needed to be paid for resort fees and taxes, and two of our friends who were travelling with us paid $800 for their room. After the payments were made, we received no further communication. On March 7 as 8 we called ***** who handled the booking. He was unavailable so we requested a call back to try to get a confirmation number for the resort. No call came. LDR is closed on the weekend, so we called again on 3/11. It was at this time that they called the resort and were told that they didn't have two rooms for our party. LDR then told us they had to change the reservation to ****************** and we should wait 24 hours for the confirmation number. No call from LDR or the *********** came. We called again on 3/12 and were told to wait 45 minutes for a confirmation from the resort. Again, no call came. Since we didn't get a call from LDR or the resort and fearing not having a place to stay and losing our airfare we canceled our airline tickets. On March 13 at 12:07 I called LDR and asked for a refund for us and our friends, I was hung up on. At 4:30 on 3/13 we did get a call from ***** at the ****************** who told us they just got a call from LDR today. We would like a refund for us and our friends. This company is very unprofessional and should not be allowed to do business in *******. Any assistance with this matter would be greatly appreciated. Thank you.

• Initial Complaint

  Date:02/20/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip with Luxury Diamond Resorts as detailed below;"From: <************************************>Date: Thu, Dec 14, 2023, 10:28AM Subject: Fwd: Reservation Summary Dear ***********,Thank you for booking your trip with us here in the ****************** Enclosed in the email is a breakdown of your vacation.YOUR PAYMENT CONFIRMATION NUMBER IS: ******** Your Trip Details: LOCATION: ****, ****** RESORT:Barcelo ********* TRIP DATES:2/12/24-2/16/24 NUMBER OF *************************************************** My wife and I arrived at the Barcelo resort on February 12, 2024 about 7pm ****** time and there was no reservation for us there. Since it was 9pm Eastern Standard time LDR office was closed and could not be contacted. We had to pay full rate to Barcelo to stay the night and try to resolve in the morning during LDR business hours. On the morning of the 13th the call to LDR was escalated to Manager *********************** and seemed to be cooperative however the first reservation attempted was through Expedia. When *********, the Barcelo Manager, saw it on his system it had been cancelled. Then a second reservation with smart getaways was confirmed and LDR was to pay $1054.09 for this reservation and after repeated phone calls and assurances by LDR, it was never paid and we had to pay full price for the remainder of the stay. LDR said to submit bills for reimbursement. Bills were submitted but no reimbursement has been received. We paid about $350 for this trip plus the $435 in the original contract in August of 2020. Our customer ID **************. The entire stay amount to be reimbursed is $1145.80.

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved the dates for 2024 superbowl weekend in May 2023. I was promised the hotel would be available. I called many times to ensure we would have a room. 2 weeks ago I was told we have no room. We had to pay an unexpected $1300 for our hotel since we already purchased our flights. The package cost me $299. That is $1000 more than expected to pay for lodging & now it has been 2 weeks that zi am waiting for the refund that we need for our trip next week! I just want my money back!!!

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2023, I sought to book 1 of 3 prepaid vacation packages for *******, *******, that I purchased from Luxury Diamond Resorts (LDRESORTS) for $400 back in February 2022. During the purchase, I was assured by the sales **** **************************** that there would be no additional fees associated with the included trips, and the packages were valid for at least 3 years. However, when attempting to book, I was informed of an additional charge exceeding $1,000, contradicting ****************' representations.My dispute basis is as follows: 1. False Representation: ? **************** assured no extra charges during the purchase, which contradicted the information provided when attempting to use the ******* trip. 2. Deceptive Sales Tactics: ? I believe I was misled into the purchase, as I would not have proceeded if aware of the undisclosed costs. This constitutes fraudulent conduct and a breach of trust by Luxury Diamond Resorts. 3. Unsuccessful Attempts to Resolve: ? On 6/9/2023, I initiated phone contact, and they promised a manager would call me back. ? A manager did call me on 6/10/2023, but despite their assurance to return a following call on 6/12/2023, I received no follow-up communication. ? On 6/14/2023, I called them again, and they promised to return my call, which they failed to do. ? On 6/16/2023, I left a voice message with them, but once again, there was no response. 4. Failed Credit Card Dispute: ? In September 2023, I attempted a credit card dispute. This failed due to the actual purchase occurring over a year prior to the dispute. The extended time allowed for using the packages disallows for traditional dispute methods, adding to the deception and leaving no recourse.Supporting documents provided: 1. Email correspondence with Luxury Diamond Resorts. 2. A sales receipt with terms and conditions, supporting my claim of no additional charges for the basic trip.

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a travel package from Luxury Diamond Resorts on 13 July 2022. The package was for two open location all inclusive stays of 5 days and 4 nights and one *** location stay of 4 days and 3 nights. Per the terms of the agreement I have 4 years to use the vacations (exp 07/13/2026. I paid $435 for the package. I have been attempting since the beginning of December to reserve my first stay. I filled out the reservation form on the Luxury Diamond Resort website and got a pop-up indicating that reservation specialist would contact me to confirm my reservation. I was never contacted by anyone. I filled out a contact form on the website and still did not get a response. I have called at least a half dozen times and can't even get someone to pick up a phone. I am very frustrated at this point and based on all of the other complaints I have seen against this company, at this point I would just like my purchase price refunded.

• Initial Complaint

  Date:12/11/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased vacation package. Phone number provided does not work. Company non-responsive. Took money and ran it seems.

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is not just a case of poor customer service, but what appears to be an elaborate scam operation.It began on 2/9/22 when I received a cold call from Luxury Diamond Resorts, enticing me to book a 2-5 day, 4-night, all-inclusive resort stay in ****** or any of their open location properties until 2/9/26, for the price of $450.However, despite numerous communications and promises, the situation quickly turned into a maze of lies, unfulfilled commitments, and conflicting information. On October 18, 2023, I booked and paid an unexpected additional fee of $1,720 for my confirmed reservation. At that time, a representative named *********************** informed me that the resort I had booked required an additional fee to be paid directly to the resort upon arrival, amounting to $400. On October 31, 2023, I received a call from ********* Services by UVC, They informed me that an additional $520 was required for preferred room fees and to collect necessary information prior to my arrival. I paid this amount and received a receipt for the upgrade to a preferred room. I was then provided with confirmation number I316057-1 by ********* Services by UVC.However, upon arriving at ********************** on Friday, November 24, I was informed that we had no reservations. The front desk agent contacted ********* Services, *****************, and Luxury Diamond Resorts, but no one answered. ***************** informed the agent that my reservation had been canceled by Luxury Diamond Resorts, providing no further information. My complaints in this matter are as follows:Despite receiving written assurances of my travel dates and a confirmation number, each call to their support only led to more confusion. When I arrived at the affiliated resort, they claimed to have no reservation or confirmation for me. They also discovered that my reservation had been canceled by Luxury Diamond Resorts. Why would they take my money and cancel the reservation without a call or explaination?

  Customer Answer

  Date: 12/14/2023

  This company has not and will not respond. I have not heard from them after leaving numerous messages. I have since asked my credit card company to dispute and charge back the $1700 they stole from me via fraud.