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Diamond Resorts International® is a global hospitality brand committed to providing every owner, member and guest with relaxation… simplified. We are committed to consistently delivering a higher standard of guest satisfaction with holiday membership. We follow global guidelines and procedures to ensure an exceptional and personalized experience for our members. We are global in focus and respect local customs and cultures so that we may provide distinct and localized choices of holiday experiences for our owners, members and guests.
Our service delivery revolves around our brand commitment to provide our owners, members and guests with simplicity, choice and comfort—every time, for a lifetime.
Diamond Resorts International®Relaxation… simplified.®
Diamond Resorts International® created the Owner Advisory Board (OAB) in early 2008 as part of our commitment to building a consumer-centric company with extraordinary owner services. We recognize the importance of listening to our owners, and your insight and feedback is essential to DRI's growth.
OAB members and the Diamond Resorts International® executive management team are involved in discussions regarding new projects, new products and programs. It is our joint mission to develop enduring owner/management relationships.
At Diamond Resorts International® we are committed to providing every guest with the simplicity, choice and comfort each of you deserve and it is our desire that we continue to provide the level of branded hospitality service you have come to expect.
We appreciate you taking the time to write to us and tell us how we're doing or share your stay with us. Here are just a few of our recently received messages ...
31 December 2009
Dear Ivan,
Wishing you a Happy Christmas & New Year. Many thanks for your help and understanding! Also thank you for the wine and cheers on my birthday!
Sincerely,
The Hadley’s
30 December 2009
Dear Mr. Bradley,
I wanted to write to let you know of the great service my family and I received during our stay at the Daytona Beach Regency, most notably from Sue at the front desk. Our arrival date was set for December 24th; therefore, I had contacted the Regency from my home in Ohio on December 23rd to inquire about a possible late arrival. I spoke with Sue and she said she would note the late arrival in my file. She also advised me to call back should the arrival happen after midnight.
After traveling throughout the night, my family and I ended up arriving in Daytona Beach at 8:30 a.m. on the 24th, which was more than several hours before the allotted check-in time of 4:00 p.m. I called the Regency and was fortunate again to speak with Sue, who advised me to go ahead and get a parking pass at the front desk and she would see what could be done about getting us checked in to our room early.
Low and behold, I received a call at 11:00 a.m. to say our room was ready! I had not been able to hear my phone, so Sue had taken it upon herself to call again at 11:30 a.m. I feel that she went way above and beyond what was required of her and I wanted you to be aware of her kindness.
My family had been fortunate to get a room on the 11th floor and we had thoroughly enjoyed our stay at the Daytona Beach Regency.
Thank you again for your outstanding service.
Dena
Dear Mr. Daniel,
We recently stayed at your resort and would like to thank you for a wonderful visit. We would particularly like to mention the outstanding help provided by Mr. Balmy.
Thank you again.
Alan and Camille
We returned home Sunday evening.
I wanted to say a BIG thank-you to the staff at your resort. You all were "angels" even though you did not know it. We really appreciated the help and hospitality you folks gave us last week. There are so many places in the world we want to visit that I am not sure we will ever be in your country again. However, the impression we have of you and all of the people we dealt with will forever be a joy to remember.
Merci,
Bob
Hi Sandy,
We just wanted to thank you and all the staff for making our Christmas day lunch most enjoyable. The food and service was excellent and all of us enjoyed the various choices we made. There is no doubt that the setting in the banqueting hall of the mansion is one that could not be bettered for a Christmas lunch. Hopefully, having got your first Christmas over with successfully, you will not have so many sleepless nights in the future!!
Our best wishes are sent to you all at Broome Park Catering for a happy, healthy and prosperous New Year.
Regards,
Bill & Jane
28 December 2009
Dear Elizabeth & Reception,
Thank you for helping make our holiday wonderful. We hope to see you again very soon!
Family Birdseye
23 December 2009
Dear Ramiro Martinez,
I wish you and your family a Merry Christmas and Happy New Year. I will see you next year. Thank you for everything!
Jaak Van
22 December 2009
To all the staff at White Sands Beach Club:
With all good wishes for Christmas and the New Year.
Elizabeth
A Poem for the Staff at Los Amigos Beach Club,
The staff here in reception Who have all be good to me, So when I get back to England I’ll have their pictures on my tree.
There’ll be Maralyn and Hannah And Natasha from Polihull Who’s hoping for a romantic X-mas So I hope her stocking is full.
There’ll be our lovely little Juani Quietly sexy, yet reserved Who no matter what the problem Never seems to get un-nerved.
And not forgetting Jose, Suzanne And Janine from Liverpool She does quizzes, bingo, activities and Making Sangria seem really cool.
And then there’s our mate Jonas Who works morning, noon, and nights And whenever he’s the last one there He makes sure to turn off the lights.
Now after all is said and done And no matter where you are Please remember me at X-mas When you’re standing at the bar.
So I really hope that all you guys Will enjoy your festive break And in the words of Brucie Forsythe Now what do points make Points make Sur-prizes!
Mr. Broadhurst
21 December 2009
Dear Ivan and Mariana,
G’day to you both. We have no private address for you so we hope this message will reach you through the Diamond channel. This week we know, will be as intense for you as a week in high season. Despite the pressure we hope you'll manage to get as much enjoyment from the festivities as the visitors. Be assured we shall certainly raise a toast to that. No promises, but we may see you next year.
Best wishes,
Margaret & Frank
Dear Doris and gals at reception,
Wishing you the peace and blessings of Christmas and a healthy 2010. Hope you have a lovely holiday.
With love,
Monica
Mr. Nikitopoulos,
We wish you and your family a Merry Christmas and Good New Year. We are departing today with the best impressions from your resort, as always. This refers to your hospitality, the cleanliness, all services offered to us and our friends. Auf Wiedersehen.
See you again,
Clio
20 December 2009
I must apologize for not coming to see you and view the catalogue of free weights for the gym. It was our last day when you invited me to come and have a look and unfortunately we got a bit busy.Thank you for your cooperation and concern when I first reported some problems with the gym equipment. My wife and I thoroughly enjoyed our holiday at Santa Barbara.
I wish you all the best. Have a Merry Christmas.
William
Hi,
Many thanks for your help during our last visit. We will be back next year for sure. In the meantime, may we wish you and all your staff a very Merry Christmas and Happy New Year.
Rowland & Marie
18 December 2009
I thank you for your reply to my e-mail of on 26 Nov and for the hospitality shown to my guests, Mr and Mrs Derek Lakin. They were very happy with the apartment you found for them and also send their thanks. Luckily my illness proved to be shingles and not a more serious complaint so we hope to be able to come out to Tenerife next year as usual and also earlier in 2010 if at all possible. Wishing you and your family and staff a very happy Christmas and a good New Year.
Yours Sincerely,
Chris and Elaine
17 December 2009
Dear Alexandra, Sabina and staff,
Arrived home safely after a wonderful stay, just what Stella needed. A special thanks for the trip through the Christmas lights in Arroyo, a memory that will stay with Stella forever. Have a wonderful Christmas and New Year.
Thanks again & Feliz Navidad,
Stella and Stuart
16 December 2009
To all the staff at Sunset Bay,
Wishing you a Happy Christmas. With all the best wishes for 2010.
Tony & Andrew
Best Wishes for Christmas and the New Year. Thanks for all your help. Hoping for as fantastic of a time next year.
Pat & Harry
Hello Simone,
You may or may not remember me. I presented myself to you at your office on Fri, Dec 11, just prior to my departure from Royal Palm / St. Maarten. I explained that we (my wife and friends), just spent a great week on your island / at your resort. We have been coming to Royal Palm for many years and have been time share owners (2 weeks) for the past 6 years.
I want to also say that we LOVE coming to St. Maarten and especially Royal Palm. Your staff is all very attentive, gracious and hospitable. Almost all have wonderful smiles and share those smiles with us, making our stay even better.
You suggested I email you prior to our visit next year,(2 weeks, 11/26 to 12/10), for the purpose of possibly reserving our favorite room, 8401, and I will do that. However, at this time, I just felt it proper to say hello again, and let you know how we feel about our stay at Royal Palm. Please continue to do a great job and I know those elevators will work great very soon!!
Yours truly,
Bob and Pat
Wishing you a Merry Christmas and a Happy New Year. Best wishes to everyone at Sunset Bay.
Bill & Margaret
To Reception Staff at Sunset Bay,
To the very efficient reception staff at Sunset Bay. With best wishes for Christmas and the New Year.
With thanks,
Dave & Jan
Dear Manager,
My husband and I stayed at the Scottsdale Villa Mirage resort from Oct. 3 – 8, 2009. I had wanted to write a comment card immediately after returning, due to the special assistance that we received from one of your employees; however, upon return home we had a series of events which took priority.
We would like to acknowledge a member of your housekeeping staff, Diane Howard. We had to move during our first night there and Diane was so incredibly helpful and reassuring. She helped us pack our things and carry them. She went above and beyond when she took me back to the front desk when I was crying about how disappointed I had been with the situation with our room.
The matter was eventually resolved satisfactorily; however, the situation was made even better through her help. We had all of our belonging and groceries and she offered again and again, asking what she could do to assist us.
Please make sure that you acknowledge the special effort that Diane Howard made, in making our stay more enjoyable.
Thank you for your assistance and we wish you and your staff a Merry Christmas.
Barbara
Doris & all at Alpine Club,
With best wishes for Christmas and the New Year. Thinking of you at Christmas 2009.
Basil
Dear Reception Staff,
May your Christmas be filled with warmth and happiness. Happy Christmas to you all and best wishes for the New Year.
Peggy & Paul
We are wishing all our friends at reception, catering and maintenance a Christmas filled with joy. Hope to see you in February.
Louise & Brian
Dear Reception,
Wishing you all a Merry Christmas and a Happy New Year. With much thanks for everything you did for us, it was so kind and appreciated.
James, Rebecca, David & Laura
To all the reception staff,
Warm Christmas greetings and best wishes for the New Year. Thank you for everything you do to make our holidays at Sunset Bay an enjoyable experience. We look forward to seeing you all again in March 2010.
Love,
Jennifer & Vera
Dear Diamond Resorts,
Me, my Mom, and her boyfriend had a lovely time. I want to come again, but could we please be right on the beach because it is outstandingly beautiful. Thank you for a lovely time.
Wishing you all at Sunset club a very Merry Christmas and a Happy New Year.
Sheila and Ron
15 December 2009
To the housekeepers,
Thank you very much for looking after our cabin. It was a relaxing and enjoyable week, especially when we don’t have to clean and tidy the place. It’s a pity about the swimming pool. Thank you again. Hope you all have a happy and holly Christmas!
The "BURGERS"
Riccardo,
We have now returned and look forward to seeing you all next year. Thank you for all your help during our visit to you. Best wishes for the New Year.
The Warsanys
Dear Sir,
As Chairman and CEO, I am sending you this report regarding the treatment and care I received during my recent purchase at the Lake Tahoe resort in November. I apologize for getting to this so late; however, there has been great illness in my close knit family which has prevented me from doing this pleasant task!
I have been treated in the grandest of styles and with great individual care by your Sales Manger, Travis Richards. I cannot express in words how much I have appreciated my encounter with him. He and his sales agent Kathy Spanos certainly exemplify your motto of car and service, as I noted in your video presentation.
I appreciate the individual concern and manner in which I was treated. Again...many Kudos to these two people and to your organization for having the foresight to hire and keep this type of staff!
Virginia
Mr. Deutsch,
On Dec 1, 2009 I sent an e-mail to Mr. Cloobeck about my 2 (two) concerns about our studio accommodations in the Polo Towers. Within 30 minutes we received a call that a 1-bedroom was available. We really appreciated the service and the accommodations took care of the issues we had in the studio unit. And the basket of chocolates was a fun surprise. I am not sure of the name of your front desk staff person who helped us, but I think it was Stephanie. We want to thank you both so very much.
We will continue to encourage others to buy their timeshare with Diamond as our accommodations have been quite satisfactory across the board.
Sue
Hi Louisa,
Forgot to leave this at reception. Our stay was from November 21-28. Thanks again! It was lovely and I hope to come back again soon. Everyone was so kind and helpful throughout. Makes difference to go somewhere like that. Hope you enjoyed the “Rocha” chocolates.
Yours,
Mrs. Abdouahian
14 December 2009
Alex,
A quick note to thank you for all your help prior to my holiday.
I spent the week at Garden Lagos and had a very good time. The resort is very nice and it was quiet – perfect for writing all my Christmas cards.
I found several bars and restaurants in Puerto Alcudia and also the old town (Thanks Eduardo in Lakeside for recommendations). It was really nice as the bars and restaurants were full of Spanish people eating typical food; I’m not sure I would enjoy Alcudia so much if it is full of English people!!!
Thanks also to Jeanine (at reception) who was very helpful.
Best wishes and Feliz Navidad,
Brian
I would like to thank your staff for helping make our 1 week stay with you such a pleasure. John from animation is such a fantastic guy and is so good with the guests and owners. Winston, Adrian and Meniba made us laugh so much during the days at the pool bar, but remained professional at all times. We have visited Adeje for the last 10 years and they have been the best.
Thanks again
David
13 December 2009
During our recent stay at Cypress Pointe in Orlando, we were assisted in solving a problem concerning our points by Stephen Maciejczyk and Priscila Cedillo. We would like to thank them for this friendly and efficient assistance which contributed greatly to the enjoyment of our holiday.
Les & Mary
12 December 2009
Mark-How can I thank you so much for your kindness to us during a very difficult time as Harry had to be in Dr. P. Phillips hospital this week! I felt like I was "home" here at Grand Beach. I was treated so well.
Thank you,
Roberta
11 December 2009
Dear Mr. Cloobeck,
I am writing to commend your staff at the Grand Beach Resort in Orlando, particularly Lillie Graham and John Betros. My husband and I really needed to get away. We had experienced a very difficult year. My husband and I take care of his father who is 81 years old, on dialysis, oxygen, and is almost blind. We are the only relatives living in this area. He lives alone and refuses to go to assisted living, so we are at his house at least a couple of times a day. We also have our own full time jobs.
My husband’s younger brother died suddenly in August. My husband had to be the one to put him on life support and then make the decision when all hope was lost, to take him off. It was very difficult telling my father-in-law that his child had died. My brother-in-law was not married so all of his estate work had to be cleared up by my husband. The strain of his brother’s death took an enormous toll on my husband. He was devastated.
So we decided that life is too short, made arrangements for someone to take care of my father-in-law and we book our trip to Grand Beach for Oct. 31-Nov 7. On October 16th my husband, our son and I went out for a nice dinner. When I came home, my husband and I settled in for a quiet evening. Around 8pm, he said he didn’t feel well and did not look good. He was having trouble breathing. I immediately called the rescue and he was taken to the hospital. As I watched in horror, they worked on my husband for nearly an hour to no avail. My beloved husband of 27 years died of a massive heart attack. I am 50 years old and absolutely lost without him.
After the funeral I planned on canceling the trip as I had no desire to be by myself in a state where I knew no one. Next thing I knew 3 of my closes friends booked flights and insisted we all go together. On the night before we arrived, I called Grand Beach. It was nearly 11pm when I called to inquire about a couple of things. That is when I encountered Lillie Graham. This woman is an angel. I had gotten emotional on the phone with her explaining my situation. She was so sweet to me and actually almost gave me a mini grief counseling session. This woman took the time to help out an emotional wreck on the phone. I was sobbing at one point and her voice and kind words helped me. She was a total stranger yet she extended herself to console me and although I later found out she was the switchboard operator, she made requests on my behalf to the management to make sure I had a beautiful unit with a great view. Everything was wonderful.
I was at the pool one day and a very nice man came up to me and asked if I was enjoying my stay and if I needed anything. His name is John Betros. I told him that I wanted to commend Lillie and told him my story. He was so moved by the story that he actually hugged me and told me to call him if I had any further requests. My only request was that he give me the address to the owner so that I could write a letter about my stay and the wonderful people that had such a profound effect on me that I will never forget them. In today’s world, you don’t typically find people that will go out of their way to help someone in need. I am so impressed by your resort and the wonderful people that you employ. Although I really did not to go on this trip, I’m glad I did just for the fact that I met some terrific people.
Please sire, don’t ever let these two wonderful people go. They are a true asset to your organization. I hope to return to Grand Beach again. It was truly a wonderful experience despite not having my husband with me. It restored my faith a bit on many levels.
Thank you so much. I hope you have a wonderful holiday season and a prosperous new year.
Joanne
10 December 2009
Dear Ivan
Just a note regarding our recent holiday with Diamond at Santa Barbara.
On the second day of our holiday (29 November) we were unfortunate enough to be robbed in Los Christianos, which resulted in us having to contact the police and our insurance company. The help we received from reception staff was excellent and without this help we would not have had the positive outcome that we had. In particular the help from Isabel and the manager was very much appreciated and please pass on our thanks once again.
We are currently booked to visit Santa Barbara again on 5 February and look forward to seeing everyone again.
We wish you and your staff a very merry Christmas and a Happy New Year.
David and Carol
09 December 2009
Thank you very much for a wonderful evening!
Sam & Madeline
Dear Sir:
I recently requested a special handling of my points due to some unique personal medical issues. I am pleased to report that my request was completely fulfilled. The professional and courteous manner in which this was done, along with the rapid overall response is all due to your staff, namely Veronica and her supervisor Jeff Sheldon. Please convey my sincere thanks and appreciation to both of them. They are a tribute to the entire corporation.
Kenneth
08 December 2009
Dear Stephen,
I just wanted to thank you and your team at Diamond Resorts. I have planned my family vacation in St. Maarten for some time, but was waiting for a unit to open up. Since time was getting close, I was worried you wouldn’t find us something. I called Kasey, Jeff Shelton’s assistant and she is wonderful. We have everything booked at the Flamingo and I am so thankful!
Barbel
07 December 2009
Hello Stephen J. Cloobeck,
We met when you first visited Sahara Sunset 2 years ago. I am from Scotland and my wife and I spend 18 winter weeks on the Costa Del Sol. At the end of our meeting, you asked that I “marked your scorecard” on how Diamond was doing. We arrived one week ago to start our winter long stay, unfortunately not in Sahara Sunset due to non-availability, but across the road in Benal Beach. Here we met head receptionist Sabina. I have to say that Sabina represents everything that Diamond International would expect from the staff worldwide. The fact that “The Customer” is the most important single thing and that a resort is nothing without the right people, is manifest in Sabina. She is simply charming and extremely professional. We have not met all of the staff at Benal Beach yet, but I am certain that the leadership of Sabina will be reflected throughout the organization. Some elements of the overall business I do not understand or agree with, but we will discuss these at a later date. Your long term objective of providing the best holiday experience available is certainly being achieved.
Douglas and Julie
04 December 2009
Dear Neli & Staff,
Thank you for being so kind after my accident. I was very impressed with the way that the staff dealt with my accident. I appreciate everything that was done. Thanks again,
M. Edwards
Thank you for your warm welcome and for a nice stay in Santa Barbara. Merry Christmas and best regards. See you next November.
Dr. Konrad
02 December 2009
Your kindness is appreciated more than words can say. Thank you for making our stay so comfortable. Thank you so much!
Dennis & Lorraine
01 December 2009
Hi there,
Recently, (first week of November) our son John stayed at the Royal Oasis Club at Benal Beach in Spain. We would like to thank the receptionist there who did such a wonderful job. It was John's 21st birthday and Carolina (I think is her name) organized a party pack for him, with a cake, balloons and 21's around the cake and decorated the room. She also asked if there was anything else she could do for us, so we asked if she could organize a fruit basket as well, to go with the cake. This Carolina did, and spent time picking out the fruit, and had a nice basket of to go with the cake.
A big thanks from us here in New Zealand.
Linley
01 December 09
We have just returned to wet & windy Britain after a glorious week in Benalmadena. As usual, the quality & friendliness of the staff in Pueblo Quinta was first rate. Thank you for providing the wheelchair for my wife it was very helpful.
Peter & Joan
30 November 2009
Wendy,
Sorry we did not get a chance to say cheers to you before we left, but you went off on holiday.
Many thanks for a wonderful holiday and also accommodating our very early arrival.
We look forward to returning again to Sahara Sunset as we really enjoyed our stay once again. The great weather also helped. We are back here to the usual Scottish weather cold, damp and miserable!!
Once again many thanks and look forward to seeing you again next year sometime.
David and Stella
29 November 2009
Recently, our son John stayed at the Royal Oasis Club at Benal beach in Spain. We would like to thank the receptionist there who did such a wonderful job. It was John's 21st birthday and Carolina (I think is her name) organized a party pack for him, with a cake, balloons and 21's around the cake and decorated the room. She also asked if there was anything else she could do for us, so we asked if she could organize a fruit basket to go with the cake. This Carolina did, and spent time picking out the fruit, and had a nice basket of fruit to go with the cake.
A big thank you from us here in New Zealand.
Thanks,
28 November 2009
Dear Anne,
My Wife Jan and I returned to the horrible wet and windy weather of the UK yesterday, after spending a really lovely week at your resort. We both had a really relaxing week, with great weather.
Would you please be so kind as to pass on our thanks to all your Staff for their courteous and friendly manner, which made such a difference to our stay. By the way, the food in the restaurant was excellent. Hope to visit again soon.
Alan & Jan
26 November 2009
We have recently returned from a week in Ireland at Dangan Lodges.
The accommodation was okay, showers and bedrooms were good, but generally the standard of kitchen/lounge equipment was quite poor, not the standard we expect from Diamond Resorts. We found the lounge lighting particularly poor, being unable to play cards without all the lights on and moving the standard lamp to the table! A few easy fixes would vastly improve the properties.
Ger, the Manager, took the trouble to come and see us at Dangan and advise us of the imminent flooding of the surrounding roads. The weather was very wet and we moved, as advised, to East Clare Golf Village on the Thursday. The accommodation there was of a much better standard even though the course and restaurant were closed because of the flooding.
We vacated East Clare Golf Village the following day since the water at the entrance was 3 feet deep, Ger arranged a tractor and trailer to take us out through the floodwaters.
We spent the last night at Shannon Airport for our early morning flight.
The primary reason to send the e-mail is to say thanks to Ger and his staff who made a crisis bearable. Although we lost 2 days of our holiday, and we still have issues with Diamond Resort cost and availability, the calm Irish Manager minimized the distress. He offered us sandwiches while we waited to be rescued and nothing was too much trouble to him.
Please pass on our thanks.
Keith and Gill
25 November 2009
Sir,
I would like to commend the staff at the East Clare Gold Club Resort in Ireland. As you may be aware the resort was cut off by the road being flooded from late Thursday evening (19th of November). The staff worked incredibly hard all Friday arranging a tractor and trailer to get those guests who were leaving that day out. They also arranged for shopping to be collected (one of the staff arranged to cross the flood and drive into the local village for any shopping). Later that evening they repeated the trip to get Take-Away meals for those guests that required them. The staff then stayed all night (usually they left at 8pm) to answer the phones and I believe keep in contact with Diamond Resorts. I also understand that at least one person was up all night in case of emergencies. They also took another set of guests out at 4:30 am for the airport.
We left at 8:30am Saturday morning and were on the second trip (the first was at 8:00am) again in heavy rain, your staff was helping at all times and were soaked. We were extremely impressed at the professionalism of all the staff and how nothing was too much for them.
In conclusion, I can only thank them, but I believe they deserve a bonus for their unstinting efforts.
Derey & Joy
24 November 2009
I wanted to thank you from the bottom of my heart for providing me such an amazing opportunity here at The Lake Tahoe Vacation Resort. I appreciate all that you do on behalf of Diamond Resorts.
I also wanted to thank you for taking the time to help me with my client, Karen when you were here.
Have a beautiful Thanksgiving with your family!
With Deep Respect,
Yvette
23 November 2009
Dear Mr. Floyd,
During a recent visit to Grand Beach, my reservations were not able to be confirmed. The ownership/Club membership had recently been transferred. As a result we were not able to stay the night my wife and I arrived. Marisol Ortiz immediately contacted me and committed to get the reservation problem clarified. The following morning Ms. Ortiz contacted me. She confirmed the reservation with Diamond Resorts and arranged for an upgraded apartment for the remainder of our one-week stay.
I would like to thank Ms. Ortiz for her excellent customer service efforts on our behalf. She far exceeded my expectations. Her efforts made the remainder of our stay very pleasurable. We plan to return to Grand Beach for future stays in the Orlando area.
Dear Louisa,
We stayed at Wychnor Park recently in the coach house. Just a line to say thank you so much; the accommodation was lovely as always and the staff was very polite and helpful. It’s always a pleasure to return and thank you once again.
Leanda
I would like to nominate Nadja in Guest Relations as Diamond Resorts Employee of the Year! As a regional owner, I recently found that my ability to look up date availability of resorts had been removed. When I inquired, I was told that I no longer had that privilege. When I inquired further by e-mailing the CEO’s office, I was contacted by Nadja who understood the issue and took it to the people at the senior level who could address it. Within a few days, the system was changed and once again I can look up the availability of accommodations without having to do it by phone. I feel certain that it was Nadja’s going the extra mile that resolved the issue, so I would like to recognize her for that effort.
Tom
22 November 2009
We wish to thank both you and Marianna for the pleasant and professional manner in which you dealt with the problems encountered by us during the first week of our stay at Santa Barbara recently, ensuring that the remainder of our holiday was enjoyable.
As a result of your action, we have received a letter from Diamond Resorts, Citrus House, informing us that we are being refunded 50% of the points used on the holiday, as a gesture of goodwill. This is much appreciated.
We are hoping to return to Santa Barbara sometime next year for a more uneventful period of relaxation!
Kind regards,
Colleen and Robert
21 November 2009
To Ruth and all the staff,
We have been back a week now and have had time to reflect on our 2 weeks at the RSBC.
First the good points: We were impressed with the new loungers around the pool, much more comfortable. Alan worked hard and did his best in the absence of John. Luca, the life guard was excellent. He was always aware where the children were in the pool and he always found time to play with the children. Our grandson still talks about him. The reception staff was also excellent as usual. We thought the barbecue/film was a good idea and worked for the children and adults.
Not so good points: We missed the old happy staff in the bar; the new staff seemed to not be very sociable and was charging top prices for local drinks. We cannot comment on the restaurant as we never used it.
Overall we still feel the RSBC is the best as we have met some wonderful people over the years and became close friends, we can't wait for next year. Thanks for everything.
Julie & Ken
Dear Alex,
We enjoyed our stay very much. We never managed the game of tennis due to rain. We sent you something to keep you warm – whiskey would have been better!!
Best Wishes,
Mr. & Mrs. Hughes
Mike & I flew to Tenerife for our usual two weeks Time Share at Sunset Bay. Unfortunately, Mike suffered a large stroke at the start of our holiday & spent two weeks in the Clinic Verde, which I must say is a marvellous Hospital. The care received was extremely good and saved his life.
The main reason for writing to you is that I cannot praise highly enough the help & support I received from Lupe & all her colleagues in the reception. They were fantastic in my hour of need. Jill was busy making phone calls for me to various people and places. She organized my brother’s flight out for family support when I felt I could not cope. Nicola arranged an apartment for us for my extra time spent there for which I was grateful, as I did not really want to move to a hotel.
Mike is slowly improving, but it is going to take quite a while before he will be allowed home from the Carlisle Hospital.
As for future holidays at Sunset Bay we will have to wait and see, don’t really want to give it up.
I want to finish by saying all your staff over there is fantastic and I appreciated all they did for me.
Yours sincerely,
Eileen
20 November 2009
Dear Riccardo,
I just would like to show my appreciation for all of the staff at Palazzo Catalani for making my trip comfortable and pleasant. I only stayed there for two nights, but it was enough to know why your hotel is highly valued by your guests. There is no place like Palazzo Cataloni, it’s a gem in Italy. I hope to come back to Soriano and stay at this beautiful place again soon.
Yaya
18 November 2009
Thanks so much for your hospitality and making our stay at The Kenmore Club so enjoyable.
John, Bev, Wendy, & Bob
My husband and I have been Charter Members of Powhatan Plantation and Green Springs Resorts in Williamsburg, Virginia since 1974.
In April 2008 we gave up our deed to Green Springs Plantation and became members of Diamond Resorts International and Interval Gold. The day we became members of Diamond Resorts we were introduced to Mrs. Arlene Coffey would assist us making reservations at Diamond Resorts. I cannot tell you how pleased we are, and have been, making reservations with the assistance of Mrs. Coffey. She is very helpful, caring, patient, and works very hard to schedule the place and date for your vacation. We are very impressed with her professionalism and dedication. Mrs. Coffey is always available to speak to you on the telephone. If she is busy with another member of Diamond Resorts. She will very promptly return your call.
Mrs. Coffey is a very dedicated employee of Diamond Resorts. She is also an asset to Diamond Resorts, since the first impression you make on a member of your organization is a lasting one. My husband and I are convinced Mrs. Coffey is worthy of special recognition for her dedication to Diamond Resorts.
Claude
16 November 2009
Please pass on our thanks to everyone at Garden Lago for making our holiday so enjoyable. It was lovely to meet such helpful, friendly people. We look forward to visiting you again in a couple of years all being well.
Alan and Barbara
15 November 2009
Following our stay with you in Mougins, Elaine and I visited Paris for a full week continuing our wonderful time. However, I wanted to drop you this short note to express our appreciation for the wonderful service received at LeClub. Everyone was so friendly and hospitable. It made our stay and vacation so much more enjoyable. The young couple that is running the restaurant was so very talented and friendly. We’re glad we met them and hope to see them on a return visit. Please pass along our thanks to your staff.
Jay
Hi Mr. Chairman,
Thank you so much for getting our airline tickets fixed. Cassie did a wonderful job helping us out. You restored our faith in Diamond Resorts. Also finding that you do stand behind what you do was refreshing. Buying in Hawaii wouldn't have happened if it wasn't for your staff helping to fix the problem.
Mary and Gary
Dear Helen,
In spite of my mobility problems our recent stay at Garden Lago (31st Oct to 14th Nov) has probably been one of our best holidays – certainly in terms of the care and service from your staff. The receptionists are so welcoming, helpful and patient; nothing is too much trouble and they are a mine of useful information. Our rooms were very thoroughly cleaned with great attention to detail. The pool and garden areas are always well maintained and we even won the quiz – twice!
I think that my overall impression of our holiday at Garden Lago has been of warm friendliness; which has not always been our experience at other resorts.
Thank you and best wishes,
Dave
14 November 2009
We write to you today to say how happy we were during our residence at Le Manoir. We experienced great weather and enjoyed both. It is so nice to feel that one is staying with friends when one understakes a longer holiday that one usually experiences. We write to make sure that you know your efforts were recognized and appreciated. We both send you our saluations.
Paulina and Terry
To all at the Palazzo Catalani,
Thank you for making our stay in Soriano such an enjoyable one. You are all wonderful.
Sheila & Ian
13 November 2009
Dear Bibianna and Kevin,
Thank you so much for helping me on Friday 2nd of October. I was staying at Lagos de Fanabe as the Royal Sunset Beach Club was full when I tried to book. They were unable to provide any porterage for my case on the day I was due to leave and because of a heart condition; I would have been unable to move it myself.
You two saved the day! It was just the best service I have ever received from DRI (and I've never had any cause to complain about the superb service I've always received in resorts). It took away all the worry of how I would get home after the unsympathetic attitude where I was staying.
I look forward to hopefully staying at the Royal Sunset Beach Club in the New Year and look forward to meeting you then.
I am sending a second copy of this email for the attention of Anne Bennett as manager of the resort as I would like you to know how much your staff's kind actions helped me and how grateful I am.
Thank you again,
Linda
Dear Chris,
Just a quick note before I depart for Bahrain - unfortunately for work not for point’s pleasure! Kathy & I would like to say how much we enjoyed being at the Kenmore Club this week and to commend you and all of the staff for the improvements in atmosphere since our last visit in 2005. The Club was good during our last visit and the new philosophy appears to have harnessed the energies of the staff - they were all good. Julie (concierge) and Jean (sales team) certainly looked after us and your own expertise and approach made our decision to convert to Diamond Resorts Points very easy. We watched the Corporate DVD and also found it on the TV channel for DRI. Very interesting and we look forward to our first adventure with Diamond Resorts. Kathy is geared up to respond to any questions whilst I am away.
Thanks again and regards,
Alan
12 November 2009
We recently exchanged our timeshare weeks and purchased a membership in Diamond Resorts International®. This was accomplished in Williamsburg, Virginia, and we wish to commend the representatives who worked with us to exchange our timeshare weeks in Hawaii for points, but no on had explained the benefits as well as Catherin Sharpe. She was professional, knowledgeable, intelligible and persuasive. In a short time, she established a personal relationship with us and we feel confident that she will be available and helpful should we have additional questions or need assistance.
Sales Manager James Adkins also worked with us, satisfactorily completing the transaction. He and Christopher Jordan, who guided us through the paperwork, were both pleasant and professional. All in all, we had a very positive experience with the Diamond Resorts staff in Williamsburg.
Joseph and Rita
We just want to take the time to tell you about our experience at a Diamond Resort, Orlando, Florida. First of all we had booked two weeks Sept 12th to Sept 25th through Diamond with our points and they put us in Cypress Pointe Phase 1. Not Good. We arrived Sept 12th and the room assigned to us was very musty, toilet was dirty, the room was very old and we couldn’t adjust the air conditioner. My grandson who is 2 was coming down to stay with us but the problem was that he has very bad asthma and on two puffers; which, in musty places could put him in the hospital. We went back to the check in desk and they were not helpful at all; didn’t care, did nothing. We stayed at Cypress Pointe a few years ago but in Phase 2 which was nothing like Phase 1. We asked if they would move us over to Phase 2 because it was newer but they said they couldn’t. My husband called on his cell phone to Diamond Resort who said they could do nothing either which really was a big disappointment, since we thought we were being booked in Phase 2, but instead they booked us in Phase 1. We returned to our room and they sent a maid over to clean the toilet. My grandson was arriving Sept 13th so we went back down to the check in and someone suggested we go over to Grand Beach Resort tomorrow for a preview of new things with Diamond since you have taken over from Sunterra. By the way, we own at Grand Beach Resort. At 8:00 am on Sept 13th, I was so congested from the musty smell in the room that I could hardly breathe and my chest was so tight, but my husband insisted that we had to go over to Grand Beach for the presentation. We arrived for the presentation and met with Jennifer Kneeland who was going to tell us about Diamond Resorts. While we were there I could hardly breathe and explained to Jennifer what had happened. She immediately got her supervisor Kevin Fell, who understood about the asthma since his child has it. He could see I was not well and knew my grandson could end up in the hospital. He in turn got his supervisor involved Catherine Lovera who came over, could see my problem and was very concerned about my grandson coming that day at 4:00 and what could happen to him with his asthma. If it affected me and I don’t have asthma I know he would have been in the hospital if he had even been in that unit.
Catherine took over the situation and we continued our dealing with Jennifer. YES we bought some more points, but only because of Jennifer. She is probably one of the nicest agents that we had ever dealt with in the time share business. She explained things to us that we didn’t know and she really was concerned about my grandson and me. She realized this was a two week holiday that could really go bad. We would not have bought any more points, but we did it because of Jennifer. A wonderful woman with excellent customer service experience, who actually made us feel important. We now the timeshare game, but Jennifer’s approach was so nice that it was a pleasure to listen to her and learn all about Diamond Resorts. Now Catherine, who also is unbelievable, came back and got us changed to stay at the Grand Beach Resort. The room was nice, clean and service there was unbelievable. From the front desk to the cleaning people, everyone was more than helpful and very friendly with a smile!!!!! We couldn’t thank Catherine enough for what she did. She understood what could have happened with our grandson and also wanted us to have a great holiday. She definitely understands the customer is important.
This letter is to let you know that people like Jennifer Kneeland and Catherine Lovera really made a difference in how we feel about Diamond resorts. These two women are an asset to your company, they know their customer service, and they are very proud of Diamond Resorts and show it. I have never in my life met two people in this business of time share that actually listen to the client. Most just start right in and try to sell, sell, sell. But the difference with these two women is that they listened. I must say Kevin Fell listened too but we didn’t have as much time dealing with him, but he also is an asset to your company. Through all of this it was a great holiday. Thank you again, Jennifer, Catherine and Kevin, if it wasn’t for these three people I have no idea how our holiday would have gone!
Very grateful,
Doug and Yvonne
To the Manager and Staff,
We would like to thank you all for our recent week stay in Santa Barbara (6th time).
All the staff were helpful and polite and the room allocation was absolutely perfect, as after having heart surgery the location of the villa, with the minimal amount of steps to contend with and the private terrace (not to mention the Jacuzzi) made our holiday as we wanted it. RELAXATION SIMPLIFIED!!
So … We look forward to meeting you all again when we arrive for Christmas.
Thanking you in anticipation.
Allan & Joan
11 November 2009
Hi Anne,
Thanks very much for the effort you and your staff put in to accomadate us with an early booking. This really benefits us to gain an extra day (Friday) after spending Week 43 in Las Americas.
I also want to mention the fact that the upgrade to our room was greatly appreciated and made a considerable difference to what was becoming tired accomadation.
Once again thank you very much for everything and we look forward to seeing your in 2010.
William & Doris
Good afternoon,
I am sure that you get e-mails like this all of the time, but I really feel it is important to acknowledge when people go above and beyond for me or my family.
Recently, I have been distressed over a situation with a booking error between Expedia and the UK DRI Rental Office. I had booked a one bedroom unit for our second week stay over Christmas at the Alpine Club in Schladming, Austria and because of a glitch with the systems, I somehow got two studios instead. I tried via Expedia to get this fixed since October 21st without success.
Since I am an owner with Diamond Resorts International, I decided to reach out to Patrick Duffy. You see I met Patrick when my husband and I were asked as owners to participate in your current marketing video. He has always told me to let him know if I needed help and this was the second time that I have reached out to him in the last two years. He is such a kind, caring and get-the-job done individual! It took him less than 24 hours to fix something that I was struggling to get fixed for 3 weeks. He answered my e-mail immediately and very frankly when I copied him on the e-mail it was more to say take a look at this so that it doesn't happen to someone else. He didn't hesitate, instead of just looking at the e-mail to fix it for future owners he stepped in and solved the problem. That e-mail was yesterday and before I could get comfortable at my desk this morning, I had a phone call from Ruth Thomas in the UK Office letting me know that the issue was resolved and she followed up with a very kind e-mail.
You are very fortunate to have such tremendously effective and customer centered managers working for you. This situation and how it was handled reaffirms what I know about DRI - it is a company that cares about its owners.
Best regards,
Susan
A few moments ago my wife called me to say that she had received an email from Patrick Duffy inviting her to provide some feedback to you concerning a problem we had with a reservation for our upcoming trip to Schladming Austria. I had just sent an email to Patrick thanking him for his help with communicating our issue with the UK office. I join Susan in offering my thanks/feedback to you as well. That email is attached and may be worth your time to read through.
Frankly, Susan and I could be the poster children for DRI. Were currently invested with you to the platinum elite level and we haven't regretted it for a moment. Our travels throughout the world with DRI have yielded us nothing but the greatest of experiences that life has to offer. We have enjoyed every one of the several properties we have stayed at thus far and have no doubt that our times with DRI will only get better. Our goal is to visit them all, maybe not this year but we'll get there someday.
You can take great pride in the company you manage. That the accommodations are outstanding is a given. Just standing on your balcony of your beautiful apartment at Schladming and looking out over that Alpine valley for a moment and you know you've got the world by the tail. In-spite of the quality of your resorts I have found the strength of DRI is in its people. I complement you for having assembled such an effective organization. You can take justifiable pride in people such as Patrick and virtually everyone we have ever dealt with in your organization and I extend that compliment all the way down through the ranks to the house-keeping staff of each and every resort we have stayed at. Again, I congratulate and thank you.
Susan just called me to say she had just spoken with you. That in itself tells me my investment is in the right hands.
Tell Patrick I said hello and thank him again for us.
Christopher
Dear Diamond Professionals,
We have just returned today from Palazzo Catalani and after being a platinum member for many years and never writing to you before, we want you to know about an exceptional employee in your resort there.
His name is Angelo (we don’t recall his last name). When one of us was seriously injured he showed extreme kindness, professionalism, and went way above and beyond the duties of any employee expectations. Our accident occurred Sunday after midnight and Angelo just got off his shift. He immediately grasped the emergency situation: applied skilled first aid, contacted the local Red Cross (ambulance) Team, stayed with us through many hours at a hospital in a nearby town, did a lot of translation, and after many hours and tests, drove us back to the resort. He did all this cheerfully and lovingly, even though it meant he missed his night’s sleep and was away from his family.
What could have been a very disastrous last day at the wonderful resort turned out to be a very god chance encounter with a wonderful man.
Lee and Sheila
10 November 2009
We recently booked at Kingfisher in Benalmadena. I had to return home half way through as my mother was ill, leaving my husband in Spain. He was taken ill at Malaga airport on his return and after 6 days in the hospital he was discharged, still unwell and in a state of confusion. He remembered our stay at Sahara Sunset a couple of times in the past and went there to see if he could book a room until a flight home could be arranged. The staff was extremely helpful even though he did not have a booking. They managed to find him a room for a few nights. I then contacted them to advise them that I was flying over on Friday last minute and if the room could be available until Monday 9th November when our flight home was arranged. They not only did this, but moved his room so that there were less stairs to climb. I cannot express our gratitude enough to the staff; particularly, Christine Malone (receptionist) she was so helpful I don't know what we would have done without her. She went out of her way to help us even arranged a wheelchair for us for the few days. Once again MANY THANKS TO CHRISTINE AND ALL STAFF AT SAHARA SUNSET
Barbara & John
09 November 2009
I wanted to write to bring to your attention in particular two members of your staff that in my opinion exceeded all expectations in offering the highest standards of customer service with such a caring attitude. The staff being Jose Luis Mantega and Mandy Varga at the Royal Tenerife Country Club.
Just four days into our holiday, my father-in-law was diagnosed with a detached retina, as you are probably aware is a very serious condition. Jose in particular was superb in contacting the nearest hospital and kindly interpreting for us and arranging an initial appointment for consultation, despite a very busy reception desk. This resulted in my father-in-law being admitted to a specialist hospital some 60km away in Santa Cruz. Jose not only briefed the taxi driver, but helped to translate documentation. Mandy also was on hand to support offering use of her translation purposes. Over the next few days both Jose and Mandy did all that was humanly possible to help us through such a traumatic event and it is impossible to detail every single action that they took to ensure we were fully supported with compassion, speed and efficiency. If nothing else, my family and I would like to say a HUGE thank you to Jose and Many and I don’t know whether you have employee of the month schemes as such, but both deserve recognition for their efforts. They are both a great credit to your organization.
Clive
06 November 2009
Hi Stephen,
I recently became a member of Diamond Resorts International and have to say that if it wasn’t for Mike Buren (Sales Manager), who was very patient and understanding of my situation that, I probably wouldn’t have joined.
My experience in the past with the Sales Manager from Silver Leaf resorts and RCI consultants was not very good. I had a couple of time shares that I could never seem to book when I wanted to go someplace they are always booked and it was very frustrating.
Mike listened to my complaints and explained how Diamond could be a better fit for me. I could use my points for a few days or I could check in any day rather than a Sat/Sun (like I do with RCI) or for Car rental even airfare if I chose to.
Mike along with the representatives from The Historic Powhatan Resort Diamond International in Williamsburg VA sat down with me and helped me make a better choice.They purchased one of my timeshares which lowered my price into the club and the other one can be rented every year through II which will give me more points.
I feel like a weight has been lifted off my shoulders, Mike is a very outgoing and friendly person and I am glad I had the chance to meet him along with the other Representatives of Williamsburg VA.
I wanted to share my experience with you because you have a nice group of people working for you and I thought you should know that.
Laurie
Hello Mr. Cloobeck,
Just a short note of commendation for your Management Staff.
On October 03, 2009 while on vacation at the Scottsdale Villa Mirage my 88 year old Mother fell while in our room and broke her hip. I called the front Desk and talked with Mr. Josh Schultz, the Front Desk Manager. Josh called the Paramedics and within 15 minutes Josh personally introduced himself extending his hand on behalf of the Villa Mirage for any assistance we might need. Feeling stranded in this situation, Mr. Schultz alleviated a lot of our fears.
A few days later Ms. Kelly Casey, Vacation Consultant at the Villa Mirage, not knowing of our family crisis, introduced my Brother and me to Mr. Sheldon Cloobeck. Mr. Cloobeck did not know of our family crisis either. Upon introduction, Mr. Cloobeck asked if he could be of assistance while we were on vacation at the Villa. I told him as a matter of fact we have a real family crisis. Mr. Cloobeck, without hesitation pulled out his cell phone and called Mr. Patrick Duffy in Las Vegas, and gave the cell phone to me. After talking with Patrick, he asked that I call him Patrick, he said I should be hearing back soon from Ms. Kayce Brown in the Las Vegas Office. Within an hour I heard back from Ms. Kayce Brown who said our problem as outlined would be taken care of and not to worry. What a relief off our shoulders. All management staff of Diamond Resorts that worked on our behalf should be commended.
Also, the following management staff at the Scottsdale Villa Mirage worked diligently to resolve our crises situation.
I am sure we stressed their patience for three weeks, yet they never did anything but extend a helping hand with courtesy and a smile. They too deserve a bunch of gold stars. Mr. Mike Brown, Regional Manager; Mr. John Brown, Assistant General Manager; Mr. Josh Schultz, Front Desk Manager.
My Mom is still in rehab in Phoenix, my Brother and Dad are still at the Villa Mirage in Scottsdale and I will be driving over tomorrow to join them. I will be looking forward to seeing all my friends at the Scottsdale Villa Mirage.
Thank you for your professional management staff at Diamond Resorts.
Jason
05 November 2009
This is a brief email to check that I have the correct email address for you.
Also to say how grateful I am for the "extra mile" that everyone went to for me during my week vacation and for all guests (it seemed to me), to make the holiday as unforgettable as it was.
I am in the process of sorting out my many photos of my many trips, and will send some if you like; starting with those of the Palazzo. I have some well composed shots with interesting lighting that might be of interest.
Please write in Italian.
Best regards and my thanks again,
Derek
Hi Alex,
A little later than promised, I'm afraid, but I'm pleased to say that after an uneventful if rather cramped flight, we arrived home safely to the typical English Summer of gales, rain and temperatures of around 12 degrees.
Once again, Alexandra, we can't thank you or your entire staff enough for all the help that was afforded to us to make our holiday so special; we really do feel a little inadequate when filling in the questionnaire. We are being asked to choose one person or department over another and we really can't do that as you and every member of your staff (of whom you can be justly proud) did everything humanly possible to make our stay so pleasant. I guess one of the best testimonials that a resort can receive is repeat bookings, and we're working on that for next April!
In the meantime, please look after yourself and your staff, and perhaps a little early Hoppas att Ni har en god Jul och gott nytt år.
Marie & Brian
04 November 2009
We are back from our stay in Santa Barbara. It was a gift to see the grand courtesy of your staff at reception. Unfortunately we experienced apartment renovation and your staff’s kindly working on our request for a calmer apartment, despite the lack of availability. We wish you a pleasant year-end and it is our pleasure to revisit in the New Year, hopefully after the renovation.
Mr. & Mrs. Schots-Baude
Dear Team,
I would like to say thank you very much for your inquiries as to my health and the lovely card you sent. That was really sweet of you.
I am feeling much better now, but I have to take things easy and go at half the pace I was working at. The prompt medical attention Dr. Malik gave me was excellent. They were wonderful at the hospital; I couldn't have received better care. They made me feel at ease, ran quite a few tests, and came to the conclusion that I had had an Arterial Fibrillation. My heart, although very sound, was out of rhythm.
So sorry we didn't have much time to get to know you all, but thank you again for the telephone call at the hospital, the card and e-mails.
See you sometime in the future.
Cath
02 November 2009
Nuno,
Thank you for making our week @ Villa Do Golf very enjoyable. Look forward to seeing you next year.
Thanks again,
Eddy
Hi Marta & Elisabete,
It was lovely to see you both. We had a wonderful time as always. Sorry I didn't get to say goodbye before we left. As usual the kids had great fun with Jennifer, Fabio & Nicole.
Until our next visit, kindest regards to you all.
Diane & Peter
01 November 2009
Dear Friends,
My wife and I arrived safe at home yesterday. All of our friends and family were so happy to hear the wonderful stories we have already shared with them about our stay last week. I want to again give our sincerest thank you to everyone for a most rermarkable week. (Also for the great weather you arranged for us!!) The village and the people were just terrific! All of your courtesies were greatly appreciated. Most of all, the opportunity to mingle and make friends with other guests made our stay truly a memorable one.
Again, grazie per tutto!
Fred
I have received the stuff I left in the closet drawer a couple of weeks ago. Thank you and the staff that put it all together for me.
Diane
Dear Nadine,
We did not get an opportunity to say goodbye and thank you when we left on Saturday. We just wanted to thank you. Our unit was very good and as usual Schliersee was a wonderful, relaxing time. We wish you a very Happy Christmas.
Best Regards,
Maria & Allen
Bonjour Daniel,
I hope this e-mail finds you in very good health. We are finally back home and feeling almost normal again!
It was a pleasure meeting you and staying at your resort. Janis and I always find that the people we meet make the difference between a good trip and great memorable one. Once again we cannot thank you and the rest of the staff enough for all that you did to make us feel at home. The staff at my Club resorts can certainly take lessons from you!!
I am not sure if I had to follow up my conversation with you regarding the jacket I left behind because our talk on the phone was short. My understanding is that you were going to mail it back to me via "normal post" and that I would be billed on my visa account that I used for my deposit. If this is not the case please let me know.
Thanks again for a very enjoyable stay. Bye for now and good health!
Dan and Janis
30 September 2009
We’ve had an excellent holiday and many thanks to you and your staff’s help in certain areas. We were really pleased we got a pool facing room. Many thanks in sending out new sun loungers for us. The whole staff was excellent and their help and attention was 1st class. Please pass this on. And many thanks to you for providing such a great break for us. We will definitely be back here as it is one of the best Diamond resorts on Tenerife.
Ken and Margo
Dear Jason,
Today, I received a message from Diamond Resorts that our week in Germany at the AlpenClub Schliersee is booked for next September. We can't thank you enough for your help. I wasn't even sure that you would get my e-mail.
We've been with Diamond for a little over a year. Listening to the presentation in Sedona was just by chance. We were walking in the downtown area when a man asked us if we would like to tour your resort and listen to one of your representatives. Usually, we would not have done this, but your salesperson was so nice that we decided to see what Diamond had to offer. We found out that we could book into some superior resorts (Diamond and II) if we signed with Diamond. Since we've become owners with Diamond, only good things have happened for us. We've taken some wonderful vacations with good friends, and now we are very happy to be booked in the resort we know is perfect for our "big adventure" next year. We look forward to this week in Germany even more because of your help.
Thank you again. You're a man of your word.
Linda and Bob Pat and Chuck (our friends)
Dear Stephen:
We just returned from a spectacular weekend at Diamond Resort's Summit Village in Sedona Arizona for a condo presentation. It was "all good", wonderful accommodations, shopping, dining out, plus Sedona's scenic environment. However, the main reason I have for mailing you is as follows:
Kory Aronson (our vacation consultant) made a very strong favorable impression on all of our party. Kory is a 'superior employee'. He loves his job (as he told us) and it shows. He is highly motivated, totally organized, and truly excited about his work. He is so professional, clean cut and just a great young man to work with. Obviously his military training has inspired his desire for perfection and 'upward mobility' by being the "best that he can be” and he truly gives 150% to whatever he does.
Our friends who we accompanied for the weekend are wonderful people. Initially, they did have some serious questions about an unresolved issue from a previous meeting. I, myself was bracing for some potentially tense moments which could have evolved after I heard the direct statements being leveled at Kory. However, not on Kory's watch! That kid, (I can call him that because I'm 65) immediately took control of the entire hot topic at hand. He calmly handled the entire scenario by putting all of at ease, explaining important details about the situation like a seasoned veteran (with knowledge and maturity - FAR beyond his years), and answering ALL the critical questions in a way - that you yourself would have been extremely proud. His demeanor and expertise are phenomenal. Were we impressed? O Yeah! Within minutes our great friends as well as my wife and I realized we had met an outstanding individual who excels in mediation, leadership and all the best qualities found in a brilliant person such as Kory.
Our visit culminated with a completed sale, an amicable outcome overall, a following outstanding weekend, but most of all a true and honest friend found in your "professional performer" Kory Aronson. Please thank him for us!
Pearl & Vince
Dear ALL!
Just a card to keep in touch and to say thank you to you all for making our stay with you so enjoyable. As you can see we are now staying on the Costa Blanca and the weather is as perfect as it was in July at Costa Del Sol. It is raining and windy in the U.K. Hope to see you all again iin September 2010.
Jean and Howard
Dear Stacie,
What a super staff Powatan Williamsburg has. I was blessed with Guardian Angels on Monday – in and out of my van. Moments in life we cant forget. People who cross our path that we wotn forget. The extra mile you, Diane, Gene, Tom and Kip went – all in your different and expert ways. Within two hours I made new friends. You were all SUPER. Thank you for being there for me.
28 September 2009
Bon Jour!
Thank you and we enjoyed our stay at your resort. It was wonderful and you have a great staff and beautiful property.
Amber
26 September 2009
Dear Ms. Cardenas,
Thank you so much for your courtesy and help. You made our stay much more pleasant despite the problems we had with the cash machine in the lobby. Hope you enjoy the chocolates!
Wilfried and Susan
You all have been wonderful to us. We’ve had a great stay and look forward to returning! Thank you!
Sonny and Lee
Doris,
We loved staying at the Alpine Apartments again. Thank you so very much for looking after us and especially for wearing your costume – you looked wonderful. My birthday dinner was amazing!
Anne and Peter
24 September 2009
Hi Wendy,
I just want to thank you for the lovely stay we had with yourselves. We really enjoyed the hotel.
We are going to come back next May and wondered if it’s cheaper to book through yourselves or elsewhere?
Jaclyn
Hi Mark,
Ruth here. Just wanted to once again thank you for all of the extra care you have given us since we purchased our timeshare with Diamond Resorts. We went to Maui in April and had a gorgeous room with an ocean view. One day I was out on our balcony and saw 6 whales and 3 dolphins. Luckily, we had thought to bring our binoculars. We will be going to Kaui in December with our children and grandchild and have 2 units at the Hanalei Bay Resort. Our daughter and son-in-law became engaged on Kaui. Jack and I have been there before and think it’s the most beautiful place on earth. Our son and his family have never been to Hawaii and love to scuba dive so they are extremely excited. None of this would have happened had you not been so kind and attentive to our needs. We thank you for helping our family create life long memories.
With gratitude,
Ruth and Jack
23 September 2009
Hopefully I have the correct email address and that this will reach you directly. We own 2 weeks in Ka'anapali, but we exchanged for a stay in Soriano nel Cimino, Italy and I want to take this opportunity to write to you about our stay there. My family had the pleasure of staying at this resort this summer, and we had a fabulous time, largely due to the great staff that you have: Riccardo, Sara, Antonella, Raul, Angelo, Gian Paulo, Floriana, and ALL of the housekeeping staff, whom regrettably I did not get the names of. The service that we received was always most kind, courteous, polite, and, most of all, personal.
As you will no doubt appreciate, it is very hard to identify great operating properties. Having worked for Intercontinental Hotels Group for over 15 years, it is not often that I get the opportunity to find such enjoyable combinations of beautiful property coupled with great service.
Our stay was memorable; we hope to return again, although as you know, inventory is hard to get in this property, especially for a US based timeshare owner that gets beaten by the European members who can book outside the US further ahead than US owners. Might that policy change in the future to give a more level, global, playing field?
If I am ever in Las Vegas, I would enjoy the opportunity to meet you. Please let me know that you received this email. Thank you.
22 September 2009
Dear Carol and Allan,
Hi guys, sorry about the delay in sending the enclosed photos of you both with Kyran, as promised. Would you please do us a favor and pass on the other photo’s to Luca and Winston? Kyran has told everybody about you both. He hasn’t stopped talking about his holiday since he got back.
We would like to thank you both for all the time and patience you had with Kyran. He is such a loveable kid. We told his parents that he can come work with you both when he is 18. His Dad said, “He will see you both next year then”.
We praise you lads. You must have so much patience and energy. Wait till you get to our age! Hope to see you both next year. Keep up the excellent work.
Ken and Shirley
Dear Mr. Moon,
Thank you and Ms. Linda Smith for your assistance in obtaining a Club reservation and points directory. I had requested a Club directory on 3 occasions with no response. Upon the fourth request, I was forwarded a resort directory for II. I called Diamond Resorts again and a customer service representative told me the directory I requested was no longer printed.
I called Ms. Linda Smith and informed her of the situation she said she would talk to her boss and would be back in touch with me. In a very short time, she called and said her boss had made a call to the vice president and the directory I had requested was in the mail. I received some in 4 or 5 days.
I would like to share with you how kind, understanding and helpful Ms. Smith was to me. She was most efficient in handling the problem and actually went that “extra mile” in her assistance. You are very fortunate to have such a committed individual serving in your office.
Thank you both again for the help and also for allowing me to praise your employer.
Eudeen
21 September 2009
Stephen,
Can you please pass on my thanks to Michael in reservations for all his help when we messed up a booking. Nothing was too much trouble and I would appreciate him receiving some praise for his actions.
We just returned from Thurnham Hall and were really impressed by the improvement under Diamond.
Keep up the good work and carry on making our vacations a pleasurable experience.
Keith
20 September 2009
Dear Hamid,
I am writing to let you know we have returned home safely after a 11 hour delay at Sofia Reina Airport because of a "technical failure" on the aircraft. However, we have recovered well now and are returning to work on Monday.
We enjoyed our vacation very much. We will not forget it and I want to thank you your staff for the service you gave us during our 2 week stay. I hope the remainder of the year is most successful for you and our intention is to return next year once again.
Our best regards to you all,
Ian & Linda & Lorna
19 September 2009
Dear Maizie et al,
We had a good flight home and as the weather here is quite good, are pleased to be home.
We had a lovely stay at Club del Carmen and appreciate your efforts to ensure that our holiday was a good one. We were particularly impressed that our apartment was ready for us when we arrived - which is definitely a first and very much appreciated.
It was a pleasure to meet you all and we will definitely come back to Lanzarote. We found it completely different to both Tenerife and Gran Canaria, it seemed somehow to be more tranquil, if that makes sense?
Thank you again for being so friendly and helpful.
Sandra & Ted
15 September 2009
My husband and I wanted to take a moment to tell you about our experience at Polo Towers.
We own a timeshare with La Renaissance in Atlantic City so we decided to take a look at Diamond Resorts. Of course like many other people, we went in not planning on purchasing. After reviewing your program, we found it to be extremely flexible in vacation planning, we were so excited that we decided to purchase the program.
Yesterday, I received disturbing news that my company was going to have more layoffs, which I could be a part of. Nervous about this situation, we went back and met with David Lennartz, expressed our anxiety and told him we wanted to opt out.
After taking a look at the program we initially purchased, David asked us if we could have an open mind. If we could, that he would show us another alternative. Hearing what David had to say, we liked it, understood it, and decided we could continue with the program.
We just want to add David, Bill & Yvonne were very helpful, courteous and informative and make a very good Team. Specifically, David made us feel very comfortable and showed he actually cared about our situation.
In closing, we would just like to say, if all of your staffers are like the ones we dealt with, You have a Great Company and Thank You.
Sincerely yours,
Jim and Claudia
14 September 2009
Hi Salvatore
Just a wee email to thank you for the way you resolved all our problems.
The meal was excellent and Steve and his staff couldn't do enough for us!!
Very much appreciated Salvatore and I must say that over the 10 years I have owned our weeks the standard has improved immensely! I will be emailing Lancaster to mention this!!
Joe
Thank you so much for a great holiday! Hope to be back next year!
Love from all the Huyton family!
13 September 2009
My wife and I recently spent 1 week as RCI members with you. I thought I should let you know that we had a fantastic week, probably the best resort we have stayed in (members for 20 years). The accommodation was excellent and ALL your staff was great. We thank you for a very relaxing holiday and I have shared these views with RCI. Keep up the high standards.
Gary
11 September 2009
Dear all,
I know we've been back for two weeks now, but I just wanted to say a BIG thank you to everyone on reception who secured apartment 703 for us again. The kids loved going back to the same apartment and with the large patio they had lots of space to play with their friends and the refurbishment was excellent. I must apologize on behalf of my father who was booked to spend the last week with us but due to the swine flu pandemic he cancelled out as he feared he would spoil our holiday if he got ill.
We had a fantastic time at White Sands; the food in Whites Bar was fabulous and everyone was so friendly. The kids loved the Dive-in Movie, as you didn't have that last time, and have told just about everyone how cool it was. The only thing we missed was the archery with Mike as he was so professional at it, maybe next time it'll be back on the activities.
So keep up the good work and see you in a couple of year’s time.
Debra, Christophe, Josh and Max
10 September 2009
Hi Sylvia,
Just wanted to say I received my white jacket this morning in the mail and to thank you for being so kind as to find it for me and mail it on. All the staff was wonderful and very efficient. As a resort, I was amazed at the attention to detail and the help I received; there are not many places that would have mailed back my jacket, or phoned me to answer queries I had on how to book a taxi. The resort was lovely and I especially liked the two bedroom unit we were in the first week overlooking the tennis courts.
Thank you again for everything and good look with the rest of the season.
Kind Regards,
Helen
06 September 2009
I had intended to send this email soon after we arrived home from our recent stay at Benal Beach five weeks ago (19 July to 31 July), but unfortunately I overlooked doing so.
My wife and I would just like to say thank you for helping to make our recent holiday at Benal Beach so enjoyable, and in particular your cooperation and kindness in helping us transfer to another apartment when we expressed our disappointment in the one we had been allocated, although we had of course fully understood why you had been unable to allocate us in the one we had originally requested prior to our arrival.
Although everyone was very friendly and helpful, perhaps I can mention in particular Phil Mitchell who dealt with us on most occasions and whom we would like to sincerely thank for all his kind help and advice.
We are actually returning in 7 weeks on October 24th for a week holiday in nearby Calahonda, and so no doubt we will be coming to Benalmadena a few times then, and may just call in to say hello to you all.
We have already booked to stay at Benal Beach in July 2010, and so if we don't see you in October then we will look forward to seeing you in 2010.
Nicolas & Janice
05 September 2009
Hi Sandra,
Many thanks for the help it was great we had a lovely time and it was ideal for the small one. Tell Tania ill have lunch next time.
Gerry
Dear Staff at Sahara Sunset,
I have really enjoyed my stay here and would love to stay here again. Overall I would give this place 10/10.
Thank You
03 September 2009
I want you to know about the wonderful surprise and reception I received when I arrived at Woodford Bridge. I am deaf and my husband is deaf and partly blind. Usually when we arrive at holiday locations and other hotels too, we are met by people who are NOT deaf aware. This time, for the first time in nearly 12 years of being members of GVC (now Diamond) we were met by the chief receptionist, Lynn Woodward. She is deaf aware and even better is a British Sign Language user too and throughout our stay she looked after us perfectly, though discreetly at all times, thus making our stay even more enjoyable.
She was fully aware that Communication can be difficult, and without being asked, provided us with all the information that she thought we would need in written form. She also led from the front, and all her fellow receptionists were most welcoming and receptive to our needs. Some already had a bit of Sign Language which they put to good use. The restaurant staff looked after us in a similar manner. Any staff that did not have Sign Language skills used gesture and had the right attitude - I feel Lynne Woodward was the person who made all this right for us.
Why I am writing to you? Well I would love to be able to take more holidays the same as this one - previously I have always accepted whatever communication has come my way, but this week was different. I had not realized before what a difference would be made to the holiday by clear understanding of the needs of deaf people. It’s difficult to find the right words, but it truly did make a big difference to our time at Woodford Bridge. Please pass on our thanks to the staff as a whole and to Lynne Woodward in particular.
It would be really good for me if there was a list of Diamond venues where there were signing staff - our holidays can be chosen to match the list. I have never thought to ask this before, but the extra comfort provided through good communication made all the difference to our holiday. The right attitude and deaf awareness come from people who already possess Sign Language skills, no matter what language or in what country.
On a different subject, on our way to Devon we stayed at two other hotels and in each case reception handed us a deaf awareness package - things like flashing doorbell equipment, vibrating alarm clocks for under the pillow etc to use in our room. That is not what deaf people want - we far prefer to have staff who are able to make deaf people feel at ease rather than equipment and wires all over the place. I hope that Diamond will not think of going down this path.
Looking forward to my next holiday and hearing from you,
Wendy
Dear Martina,
Thanks for looking after us well during our holidays at Benal Beach. Thanks and love to all.
Lata
Dear Staff
We would just like to thank everyone for making our Silver Wedding Celebrations very special. We thought any staff member that we came into contact with were extremely helpful, kind, and caring. We had a wonderful time during our recent stay; we thought the locals we came into contact with were very pleasant and friendly too. We will most definitely be visiting Palazzo again in the future! Thanks again!
Debbie & Graham
02 September 2009
Hi Juan,
Just a short note to let you know that my family and I had a lovely holiday at your beautiful resort. Many tanks to the ladies at the reception for their help with my son who took ill while we were there.
Dear Doris,
My wife and I would like to thank you for your gift on our 25th Wedding Anniversary. You are so kind. We are having the most pleasant time here at the Alpine Club; this is actually our third visit here. You may or may not remember me? I was the man with the monkey's taking fun photos a few years ago.
Tim & Lesley
01 September 2009
Hello,
I wish to thank everyone for the help and courtesy shown to my daughter and her fiancé on their visit last week. They were most impressed with the apartment and staff. I look forward to visiting next year.
Hi Ruth,
I would just like to say Thank You for allocating the room around the baby pool and allowing us to have the room until two on our last day it really did make our holiday a lot easier. Ruby is cutting her back teeth at the minute and has been sleeping a lot so it was good to have a room close to the pool so she could have a nap easily and we could still watch our son.
As always we had a lovely holiday and can't wait for next year - counting the days already and we have not yet been home 24 hours ha ha.
Take Care,
Danielle
We would both like to thank you for the time you took to discuss the issues that we raised and how quickly you responded with the resolve to sort the issues.
We could actually see the changes taking place from your staff and how quietly and efficiently they went about the resort.
Please accept our thanks and pass our thank you on to your staff. After meeting you, we believe that Santa Barbara is going to be the Diamond Resorts “Diamond”. We hope to see you again very soon.
Helen and Ray
Dear Sabina/ Carlos,
May I thank you both for your time on the phone earlier, and also for being so courteous and helpful. Please pass on my thanks to all at the resort as you made my girlfriend and I very welcome and nothing was too much trouble.
Thank you once again for your help and time in this matter, and your efforts are greatly appreciated. Thank you once again on behalf of my girlfriend and me for such a truly fabulous holiday, and please pass on my regards to the rest of the team (Jamie, etc).
Kindest regards,
Michael
P.S. My holiday with you will never be forgotten as I asked my girlfriend to get married while I was there! We're getting married on 1st May next year and we hope to see you all again soon!
30 August 2009
To All the Staff at Wychnor,
On behalf of me and my family, we would like to thank everyone at the Manor. Our first trip to England and we had many questions and inquiries. The staff went out of their way to help us. Thanks all for a great vacation.
Kathy and family
28 August 2009
Dear Alexandra,
Just a brief line to say how sorry I was not to be able to say goodbye to you when we left Pueblo Quinta. It was a pleasure to meet you once again and I thoroughly enjoy our chats. All being well we hope to return to your resort, as we really have a great time. Your whole staff is so friendly and helpful – please convey our thanks to all of them. ‘Till we see you again, take care.
Love from,
Now that we are safely back at home, I just wanted to thank you and all your lovely staff for making our recent holiday at Schladming such an enjoyable one. I very much appreciated that you "pulled out all the stops" in allocating us such a wonderful apartment (No. 54) complete with its special facilities and stunning mountain views. In fact, I did not feel that I missed out on anything, even on those days when I could not get out and about, as I could sit and enjoy the sights and sounds of the area from our balcony (even when it was raining!!). You even managed the Crunchy Nut Cornflakes as requested - again, appreciated!
The restaurant was certainly one of the best we have experienced when staying at Diamond Resorts properties, with good food and reasonable prices, plus friendly and attentive staff. Having a nice place to eat on site certainly was a bonus and added to our enjoyment of our holiday.
Your reception staff was unfailingly pleasant and helpful to all our enquiries, providing us with useful background information for our visits out; indeed, Rosi was always ready with her map!
Once again, thank you so much - we certainly look forward to returning to The Alpine Club in the not too distant future.
Sue & Tim
My wife and I would like to take the time to voice our appreciation and give Kudos to the Sales Manager, Jay Smith, reception, Nicole Ryder and Salesman, Gregg Cohen at the 901 Ski Run Boulevard in South Lake Tahoe, CA. We first met Jay Smith two years ago when we had difficulty booking summer months in Lake Tahoe. Originally we purchased when the outfit was named Sunterra. The Salesman, Ron Morton, had guaranteed my wife booking in the South Lake Tahoe Resort anytime during summer months. When we attempted to book our vacation we were unable to. I'm sure you're aware of the complaint we previously voiced on that situation. Mr. Smith and Nicole went above and beyond the call of duty to ensure my wife and I were completely satisfied with our booking for South Lake Tahoe Resort during summer months every year.
Although we are relatively small fish in our membership point value Mr. Smith not only graciously addressed our concerns with extreme professionalism and concern but has followed up each year with respect and courtesy unparalleled by any other company we have ever dealt with. Mr. Smith added that special touch to make us feel Diamond Resort members are family not just part of a company. This year on our Diamond update both Jay Smith and Gregg Cohen took over two hours to work with my wife and I to ensure we not only understood all our options but were able to access a deal we could afford, which means a lot to us considering the state of California's economy, we are both going to have to accept a decrease in pay as a result of State furlough days.
We are proud to be members of the Diamond Resorts International family and would like to give our compliment to you for having such dedicated professional staff representing your company.
Thank You Very Much,
Valerie & Ronald
27 August 2009
Good Morning Mr. Lorente,
Thank you very much for contacting me, informing me of your new role as the Director of The Santa Barbara Golf & Ocean Club. I hope I get chance to meet you during my next stay in Tenerife, in the new year of 2010.
From my last visit I would just like to underline that you have a dynamic team working with great hospitality. I am recently speaking on behalf of two families who were staying in my apartment for two weeks (the first in the month of July and the second in August) who spoke of the warm and friendly welcome they received on arrival at the Santa Barbara and the fabulous continuous service they received throughout their stay.
I would like to wish you a great success in your new venture. I only hope that you do everything possible for Santa Barbara to continue to benefit those long standing members to be lucky enough to enjoy a wonderful stay in your hotel complex.
Kind Regards from my wife and I,
Serge
Dear Darren,
Thank you for everything you have organized over the last 2 weeks. You must get paid a lot! Stay cool and funny. Hopefully Mom and Dad will be able to book here for next year. Don’t forget me. I will never forget you in your dress. Don’t worry if we come back next year I will remember.
Bye,
Paige
Hi Leanna,
Just a quick note to say thanks for all your help during our stay, we all had a great time and will definitely come back one day. Back to the good old British weather, rain, wind, clouds and 18oc, never mind off camping this weekend!!!
The Reade's
24 August 2009
We just spent 3 days at Royal Regency in Vincennes and I just wanted to let you know how much we enjoyed our stay. The apartment was very nice and comfortable. The fact that we had 2 balconies was an unexpected joy, especially with the warm weather this weekend. Also, the personnel we came across were most friendly and helpful. In short, I will recommend Royal Regency to all my friends/colleagues.
Mechteld
Richard
I’d like to take this opportunity to thank your staff for a wonderful holiday at Club Mougin. We arrived after a long drive down from the UK and found the resort to be quiet, well looked after and wonderfully located to explore the area
Special thanks to Jamie for keeping my boy entertained and helping us with directions and local facts – he’s a great character and we spent many hours chatting. Please pass on our thanks.
Nigel and Wendy
Dear Phil,
I am just emailing to say thank you again for all your help during our stay. We did enjoy Spain!
I promised one of the concierges (Christina....is the name on the 'Win a Holiday' form.)...that I would give her a contact if I could. Yesterday, I talked to a lady named Mary. She is very interested in Diamond and would be happy to talk to someone about it. Please pass this information on to Christina.
Many thanks,
Janice
Dear Mr. Cibelli,
We write to give our thanks and appreciation for all you did in response to our initial disappointment on Saturday. Your concern and attention was much appreciated as was your generous reaction to the situation. Please also convey our gratitude to your housekeeping staff who was both pleasant and helpful. We again very much enjoyed our stay at Kenmore (despite the weather) and look forward to our visit next year.
Yours thankfully,
Norman and Nancy
21 August 2009
Good Morning Lut,
I just wanted to thank you and all the staff at Garden Lago. Our family had a lovely holiday with you and commented on how friendly and helpful everyone was.
They also commented how lovely their apartment was (No. 456) and said they would certainly go back to Garden Lago.
Could you please pass on our thanks to ALL.
Sandra & Mick
Buenos Tardes!
Don't get too impressed, Alexandra, that's about as far as my Spanish goes, but I like to have a go! It is so gratifying that after all the pitfalls, we are, after all, finally going to make it to what we regard as our second home! After all, it is the only place we go, or indeed want to go for our holiday. The timing of our flight will allow us time to have coffee with you, since we'll be a bit early to get to our apartment (unless Rosie's developed rocket propulsion since April).
Once again, Alexandra, we can't tell you how grateful we are for all your efforts on our behalf - we certainly wouldn't be coming without your considerable input.
Alex, Marie and Brian
Dear Reservations and Ramiero,
Many thanks for arranging such a lovely room for my stay at your resort – it was greatly appreciated – should any of your staff wish to visit Madera, please contact me and I can arrange accommodation at my resort (Madiera Regency Club, Funchal).
Thank You,
Jackie
20 August 2009
Dear Laura,
I just can’t thank you enough for all you’ve done. You were there with a helping hand just when I needed it most…ready to pitch in and do whatever you could. You gave me something very special – your time – and I’ll always remember you for it.
We would like to say thank you for making our honeymoon something to remember forever. Our kindest memories are of your thoughtfulness.
Carolyn and Gary
17 August 2009
Dear Ms Jivkova,
It is now approaching a month since we returned from a two week stay at Jardines del Sol and as you will know, from time to time when you have returned from holiday, you are asked by friends, how was it? Having been involved in timeshare for around 20 years, I can honestly say that the package offered - from the quality and cleanliness of the resort, to the professionalism and friendliness of your staff was second to none. We have not previously enjoyed such a thoroughly good all-round experience. I recall completing the user experience questionnaire before we left, but such was the quality of the stay we are still talking about it now. What we would add is that we were asked to identify a member of staff who had stood out above the rest, and really that was too difficult. As a manager of a large number staff for over 25 years I believe that you have exceptional staff and it would be entirely unfair to choose one above another, but I would commend your reception team and ask you to thank them for making our stay all the more enjoyable.
Bill
To all the staff at the Santa Barbara,
Yesterday we returned from a wonderful week break from your resort.
May I take this opportunity to thank you for a lovely week. The resort was excellent and all members of staff were extremely helpful and friendly.
We look forward to staying with you again in the future.
Rachel
14 August 2009
Hello to the entire team of SS Club,
My wife and I warmly appreciate the champagne bottle given to us for our 30th anniversary. Thank you so much for this great gesture.
Alain and Lydia
13 August 2009
Thank you so very much for your friendship, compassion, superb personality, and going that extra bit.
Love from the family,
Mariana
Good Evening,
I would like to take this opportunity to thank you all for making our stay at the Sahara Sunset from 25 July to 8 August such a pleasant one. We all had a lovely time, the staff showed great professionalism and were very approachable.
My children would especially like to mention Fran the lifeguard as he was very good at talking to and helping the children. Also, our cleaner was very good and we forgot to leave a little something in a way of thanks as we were a little rushed to make our flights. Could you pass on our thanks, we stayed in apartment RGGG.
Paul and Mary
12 August 2009
Hi Jeanine,
Just a note to thank you very much for your hard work while we were at Los Amigos over the past two weeks. We very much enjoyed the bowling and the daily quizzes. We hope you have a good summer and look forward to seeing you when we next visit.
Rosemary and Jim
I am sorry I haven't been in touch sooner.
I want you to know that a very big "Thank You" is being sent to you and your wonderful staff from the whole of the Brown family.
We cannot thank you enough for being a very "Special Place" - that all of us came and enjoyed the hospitality and surroundings of Wychnor Country Park Hotel. We left with such happy memories. Even a week later we have been saying "This time last week we were in the pool - we were playing tennis - we were having such a fabulous meal" !!!!! We have taken many pictures and everyone has happy, smiling faces.
Your restaurant was of Michelin Standards and you should be very proud considering the time you had to bring in your new staff. All of us enjoyed every part of the four course meal that your staff so professionally presented with such flair. A very Big Thank You must go to Claire, who attended to all our needs.
I am sorry I never met you in person, but your staff has done you proud. I hope that we will all return to your special place again soon.
Heartfelt thanks,
My wife and I recently stayed at Benal Beach from the 6th June - 20th June, room 5153, and had a very enjoyable time. The apartment was very clean, comfortable and suited our requirements.
We were very impressed with the level of help and service provided by you and your staff, and that is the purpose of this email.
Hope you are having a good summer. I understand that you have had some very hot weather there. The summer here in England has not been so good with far too much rain.
Very best regards,
Shaughan & Gail
11 August 2009
Hello!!
A big thanks for the time we spent in July at Sahara Sunset Club, as usual we had a wonderful time.
Denise and Rob
10 August 2009
My Balmy,
We stayed at the Royal Regency International in Vincennes during our stay in France for 8 days in July. We thank you for the welcome you gave us. The staff was wonderful explaining everything to us with patience and great kindness. Thanks to their suggestions we were able to visit several great places in Paris. Our apartment was also very comfortable and clean. Please pass on our salutations to the staff.
Joseph and Shoshana
Dear Louis, Clare, Clorinda, Kerry, and Michael,
With these thanks a special though of all the happiness you all brought to all uf us. Thanks for everything.
Marilyn and Family
Dear Anne and Ruth,
Thank you for giving us such a lovely stay at Royal Sunset Beach Club from 28th July to 7th August. We had a great time and were able to relax; something both Trevor and I needed. The staff at the complex was very helpful in many ways, which made things much easier for us. Thanks once again for all of your help.
Gail
Dear Silvi,
Our entertainer, dressed in the Bavarian "Dirndl" for the outing to a local Festival with the guests! Katia had a great fun with Nintendo, mini-golf plaing and more. Well done, thank you Katia and Bravo Silvi.
Dimitri
09 August 2009
Dear Richard,
My wife and I had an excellent holiday at Mougins Club. This has been facilitated by your fantastic staff that was able to reserve the apartment we asked for. Thank you again for making our stay very pleasant.
Gordon
08 August 2009
Hi All
Just wanted to say what a wonderful holiday we had and a big thank you to all the staff that made it so.
Kind regards
Ward Family
Hello Lynne,
Both Robert and I miss you already!
It's not easy sometimes to put into words, but you really made the holiday for us both recently. As you know, we are both deaf and Robert is also visually impaired, and we have never experienced a holiday like it before; you made us feel so welcome and equal to the other hearing guests and not patronized in any way. You enabled us to access information and the facilities with such ease, and this has never happened to us before on holiday with Diamond Resorts and we have been members for nearly twelve years!
It was so wonderful not to have communication difficulties with hotel staff who showed an excellent positive, natural attitude to deafness; you and your staff made sure we were made aware of what was going on and what our requirements were and which you met fully. You were all superb and a great asset to the Woodford Bridge Hotel.
Thank you too for interpreting for us at the welcome; we have never been able to attend this before and your signing was superb! Thank you for providing written information about train times and fares, etc. Thank you for your courtesy and your understanding throughout, and for being discreet. I particularly appreciated the notes under the door!
We had such a wonderful time and this was all due to you and your staff.
With our very best wishes,
Wendy and Robert
To Jamie:
Thank you for looking after me. I’m really going to miss you!
Lots and lots of love,
Chloe
To all the staff at Garden Lago,
We returned home yesterday and I wanted to thank you for making our holiday so wonderful. It is a lovely resort and we had a fantastic apartment, but it was the staff that really made the week so special.
A big thank you,
From all ‘The Silks’
06 August 2009
Our two daughters and families (Mrs. Rachel Hitchen and Mrs. Emma Roby) returned home mid afternoon today after spending one week at Vilar Do Golf. They have all had a fantastic time and they all look very well! Apparently the children did not want to return home!
My husband and I would like to thank you for honoring our requests. The villas the families stayed in were both refurbished to an excellent finish. They were very pleased with the location of the villas, not too far away from each other. Also they very much appreciated that the villas were ready for them upon their arrival, around noon I think, and for that we are very grateful.
Again, thanks to all of you for helping to make our families’ holiday so very enjoyable. Very much appreciated.
Kindest Regards,
William and Susan
Hey Jonny,
Not sure that you'll remember us now it’s been almost 2 weeks since we came home (feels so much longer). Just thought I'd drop you a note and enclose this fab photo of you & Lewis - you never told us how photogenic you are - NOT!!
Hope you're making the most of it - weather's rubbish here as is usual for our Summer. Felt a bit silly saying it to your face but you really did make the holiday for us and the kids especially. You’re doing a great job with the 18-30 different type of activities.
Take care,
Nic
05 August 2009
Dear Sirs,
I recently vacationed with my girlfriend in St. Maarten's at the Flamingo Resort. We had an amazing time, due in great part to the friendly, helpful, and creative staff working there. While everyone on the team was fantastic, there were a few people who went above and beyond the call of duty to make our stay was more enjoyable.
William Pemberton - William was friendly and helpful from the moment he picked up the phone the week before we arrived. I was trying to plan some fun, romantic surprises for my girlfriend, and William was not only eager to help me with the ideas I had planned, but he came up with an idea that really put the icing on the cake: a private, romantic, sunset dinner on the beach with our own server! It was amazing! And my girlfriend was greatly impressed. I want to acknowledge William's integral part in the enjoyment of our stay at Flamingo.
Nardia - I can't remember her last name, but she manages the Topper's Restaurant at the resort. She was extremely helpful in the planning and execution of the dinner and I want to note her involvement and outstanding service during our stay.
Rudy - It was hard to read his writing but I think Rudy was his name. He was the server we had during our dinner and he was amazing, the best server I have ever had, anywhere. I also wanted to note his outstanding service and hope that he can be rewarded somehow.
I believe I speak for my girlfriend as well when I say our stay at the Flamingo was nothing less than marvelous. I want to say thank you to all the staff for their inexhaustible help and cheerfulness.
Thank you.
Sam
Good Afternoon,
We wanted to write and let you know what an excellent holiday we had with you this year! The reception and cleaning staff were so polite, courteous and knowledgeable - a pleasure to deal with. We thoroughly enjoyed the entertainment and are hoping there will be even more next year. The walk with Mike to see the tortoises was really good (even if we only saw one!). We look forward to that again next year.
The restaurant and bar is very good value for money providing an excellent choice of menu by the extremely talented chef and Tony and his team are really lovely people who provide excellent service. In fact, we enjoyed our holiday at White Sands so much this year, that we are returning again next year and bringing our family with us.
We have booked a week on our own from 2 - 9th July and are hoping for room 406 again if possible - as this was excellent for my husband who suffers from arthritis in his knee joints.
Look forward to seeing you all again next year.
Mr. and Mrs. Baldry
04 August 2009
Dear Julie,
This is rather a belated thank you card to say how much I appreciated your kindness and understanding over the unfortunate events at Lodge 202. At the time, as you were aware I was quite ill due to kidney failure and could not cope. I’m normally very self sufficient and manage any problems that arise - but not on this occasion. It was good of you to sort everything out and I was able to replace damaged food items. Thank you very much.
Chelsea was very good and great help. Please pass on my heartfelt thanks to her.
Audrey
I am writing to express my appreciation to Mr. William Pemberton and staff of the Flamingo Beach Resorts. My trips have been augmented by the superior service, hospitality, and accommodations. As an employer of U.S. Airways and a global traveler I will highly recommend this resort to co-workers, family, and friends. Additionally, encountering services of all types, I have found Mr. Pemberton and staff delivery of services second to none.
Please feel free to contact me for additional information and/or comments.
02 August 2009
Dear Ms. Smith,
My family and I recently returned from our week's holiday stay at the Garden Lago. We stayed with you from Monday 20th July for one week in room 226 with our two young daughters. I just wanted to let you know how much we enjoyed our holiday and much of this was due to the immaculate condition of the accommodation and the friendliness and helpfulness of your staff. The room was beautiful and the cleaning staff did an excellent job of ensuring towels were replaced, floors cleaned and beds changed and made.
During our stay, our eldest daughter, Sophia was unwell and having called a doctor out to see her we then had to take her to the local hospital. Obviously this was a traumatic time for our daughter and for my husband and I. Your reception staff, Sylvia and another lady who was working with her whom I am unsure of her name were amazing. They were both so helpful and sincere and my husband and I wanted to tell you how fabulous they were. It really felt as if they were genuinely sharing in our concern and grief for our daughter's sickness and we really appreciated it. The other lady even phoned our room the following day to check and see how our daughter was feeling. Although we thanked the receptionists following the hospital visit, we didn't have a chance to say thank you before we checked out of Garden Lago, so I just wanted you to know the excellent service they provided us and to pass on to them our sincere thanks.
Furthermore, despite our daughter's sickness, we enjoyed our stay so much that we would like to arrange to book again for next summer. Many thanks.
Susie
We would like to thank the staff for making our stay at the resort in Vincennes, Paris, France great. The accommodation was also much better than the typical Diamond resort. We would especially like to thank Mr. Daniel for being very helpful.
Christer
Hi Sahara Sunset Reception
Just a short note to say thank you all very much for making our 2 week stay so enjoyable. You arranged a lovely apartment for us and the bottle of cava for our wedding anniversary was a lovely thought.
Many thanks again and see you next year,
Malcolm
01 August 2009
Dear Mr. Loeblich,
Upon returning home on Saturday from a lovely stay at your resort, in panic, I discovered my wallet missing, after a short time I recalled hiding it in our unit. I immediately called your security and talked to a calming young lady (Irene Franklin) who assured me she’d send someone (Chris Totton) out to check for it. After calling back I was assured it was secure until Monday. I then called Diane Torres who made arrangements to ship it to me. I received it on Wednesday.
I would like to commend these three employees in the manner they handled a very tense situation, it was a joy to find everything untouched in my wallet. You should be proud of your employees!
Please see that they receive these cards.
Elsie
We had a wonderful stay at your resort. The staff was very helpful and far exceeded expectations in providing assistance. The front desk and maintenance staff were exceptional and responded to every request promptly, efficiently and went above and beyond the call of duty to meet our requests. I talked to the resort manager and expressed my thanks to him, but I can't say enough about the helpful attitude of the staff. All were great. Thanks again for a great stay.
Dear Carolina,
Once again we had a lovely holiday at La Quinta. All the staff there is so friendly and made us feel at home. Thank you very much.
I didn't manage to miss any celebrations as all the family came together for a party on Sunday and we had arranged for us all to go to Disney in August!!
Looking forward to seeing you all again in 2010.
Don and June
30 July 2009
Palazzo Catalini Staff:
I would like to say a big thank you to everyone at Palazzo Catalini for providing the best holiday I have ever had. The week I stayed was unbelievable, partly down to the attentions of Floriana and her wonderful “Tuscia under the Sun” and the Opera Extravaganza Meal.
All the staff at Palazzo Catalini is exceptional and made me feel very welcome. The resort is exceptional and is matched by the staff.
Once again thank you very much.
29 July 2009
Hello Nicola,
Thank you so much for facilitating our booking at Cala de Mar for next year! There was quite a jig around our respective kitchens after your phone call!!
The photos show my Nicola with little Antonia and then Antonia by and in the pool. The night shot was during the BBQ when Dominique and Leeroy set up a table near the pool and Antonia was splashing around in there for hours, in fact, right up until 10 o’clock! The four of us took turns holding a scrunchy and whoever had it was on duty. Water therapy is so good for her. She is seven years old but suffers from a very rare genetic disorder which brings global developmental delay, so although she can walk she cannot talk, feed herself, or look after herself. Antonia attends a special school in Kirkham and is a happy little soul, but you have to keep an eye on her literally every second as there are always possibilities for head bumping, finger trapping and the like.
I just wanted you to know that your help has achieved something really special, as Cala de Mar and its personnel create the perfect place for our family holidays.
Warmest best wishes to you and thanks again,
Jim
To whom it may concern:
Please pass on our sincere thanks for making our recent stay at the White Sands Beach Club and White Sands Country Club, 10th – 24th of July, so enjoyable.
The staffs at both resorts were only too pleased to help us from arrival to departure.
This is our second visit to Menorca, but hopefully it won’t be our last.
Many thanks again,
Mr. and Mrs. Jeffries
27 July 2009
Hi Alexandra,
On board and on our way home, sadly. We had a wonderful visit and trust it won’t be our last and that we could meet again. Thanks for all your help and kindness.
Nancy & Roger
25 July 2009
Comment Card (Terri Woodley)
I had a major problem concerning accommodations for the week of July 19th-26th.
RCI was unable to even try to help out by not contacting Powhattan Resort.
This was a major problem, but Terri was contacted by me and she took over – apparently contacting RCI and solved this problem making another family from New York very happy along with my wife and I!! I rate this woman an A+ and trust Powhattan and Diamond will also! Terri demonstrated the best P.R. you could ever want!!
Edward
Mr. Jimmy,
You may not remember who I am because I know you help so many people day in and day out, but I just want you to know you made me feel important and you were very sincere when you expresses your concern about my happiness during my vacation. Thank You! The work that you do is truly appreciated. I was taken care of and upgraded to a wonderful room! LOVED IT! My trip went from a hot mess to absolute Luxury!
With great appreciation,
Antoinette and Family
24 July 2009
Dear Mariana,
We have no words to thank the generous and friendly way you helped us during our vacation that could have been disastrous!! You are the perfect example of friendship and generosity and provided one of the best experiences we had in Tenerife. Even today, I told Xana if everything that happened was the price we had to pay to get to know you, than we paid a small price!
We have a lifetime of appreciation for you and please do not hesitate to contact me whenever you think I can be useful to you.
A big kiss from all of us,
Anthony, Xana and Catarina
Hi Brenda,
I just had the pleasure of speaking with the Carlson’s in person. They are here at the corporate office taking a tour and one of our security guards brought them over to my area. As I looked up and smiled at them Mr. Carlson asked me if I was a counselor, of course we all know that I’m not and I simply state that I was a hospitality analyst that gathered comment card information. Mr. Carlson said he had just filled one out for DPR and state with excitement “the changes are FABULOUS and the people are FANTASTIC. The people there really make you feel like family. I’m so happy that I became a Platinum member.” He kept going on about how much he loved DPR and how your staff really maks him and his wife feel at home. The treatment the Carlson’s receive from DPR is what made his ultimate decision of becoming Platinum members.
Congratulations!!! Great job to you and your Team!!!
Just a gift to say thank you for all your help and for making this a lovely holiday.
Sharteen, Nigel & Jack
23 July 2009
Hello John and Mark,
My name is Judi. My husband and I own through Diamond Resorts. This is a very long overdue email that I have wanted to send months ago. To let you know why I am so delinquent in this; my father-in-law was admitted to the hospital with Congestive Heart Failure, my mother was admitted into the hospital and I injured my shoulder requiring extensive physical therapy.
We had the pleasure of staying in your resort May 8th – 11th. My daughter was graduating from the University of Central Florida and I was fortunate to be able to reserve two 3 bedroom units.
Once my reservation was confirmed, I immediately called to inquire about the possibility of having a little celebration in honor of my daughter. I was referred to Marisol the front desk manager.
From my first contact with her, she could do no wrong. I remember calling her the first time to inquire about the bedding since I had read some negative comments on a rating site making me real concerned.
She made me feel so comfortable and constantly reassured me (even during my numerous calls to her) that everything would be ok. She followed up and kept me informed if she needed to find anything out for me and called me when she had answers. She just couldn’t help me enough with the planning of the party and I so appreciated every effort she made, despite her being busy with other tasks. She arranged and made sure the unites were on the first floor since my parents were going to be there as well as my father-in-law and they are all elderly (walk with canes and walkers) making it so much easier for them to just walk into the building.
She is such an asset to your organization!!! You should all be very proud of her.
Rosanne in gifting helped me coordinate with an Italian Restaurant. After talking with her, my husband and I decided to even sit through a presentation on our last day and decided to upgrade and purchase more points!!
Amy and Maria in reservations helped me rent another unit for my ex-in laws that were staying at the resort and had come up for the graduation as well.
Julie in activities loaned me some chairs for extra seating in the unit.
Felicia Curtain mailed my father-in-laws phone charger and slipper’s that he left there.
All I can tell you is that my family has not stopped talking about your resort. All of the mentioned people need to be recognized for their outstanding performances that went over and beyond their duties. There are also some employees, like the other girls at the front desk (can’t remember their names) and concierge desk, Mark Kessler, that helped and assisted us in whatever requests were made.
You have a bunch of employees that need to be commended for their hospitality.
Please make sure that each and every one of them gets a copy of this email to let them know how much we appreciated their treatment during our stay.
Their constant concern that my daughter’s celebration (since it was a surprise) was going to be a successful event meant so much to us!
The other people that I would also like to mention are Tom Savino and Rick Kneeland that suffered through with us during their presentations (actually I think they had a great time dealing with us) as we ended up upgrading our points.
…and guess what? We are coming back!!! Yeah, real soon too! Checking in 7/30 for 3 nights, this time with my brother, his wife and my niece and nephew, with a possibility that my parents may come as well. I am hoping that the unit (I think it is 115 or the other one – can’t remember the number) will be available. It was right on the pond and was so peaceful and tranquil and so easy for my parents to walk into from the handicapped parking spot.
Thank you so much,
Judi
Hi all,
Just a quick note to thank Wendy and all your staff in reception for helping make our recent stay enjoyable, July 4th-18th. The fact that you were able to sort the apartments for us as we requested helped towards a wonderful holiday.
Kim and Andy
22 July 2009
Dear Julie, Leanne, Tom, Amir & Debbie,
You’re all great! Thanks for resolving all our problems and being so genuinely keen to make sure we have a good holiday. Exceptional customer service!
P.S. Please don’t groan too loudly when we arrive next time!
The Whites
Dear Margaret,
We wanted to tell you how very much we have enjoyed our third visit to the Cromer Country Club and say how impressed we are by the high standards of management, maintenance, and cleanliness. We want to mention all the positive things we’ve noticed.
All your staff is so helpful, friendly, and happy, which reflects good management and enjoyment of their work. The reception staff is so welcoming and friendly and we were impressed by Hannah who arranged for our luggage to be transported from our car to No. 49 when I mentioned my husband had suffered an injury.
The two maintenance staff that helped us did so with speed, efficiency, and charm, and would not accept a tip. The gardening staff is cheerful and friendly and what a superb floral display they have achieved throughout the entire beautifully kept resort.
Your housekeeping “girls” are all delightful; keeping the apartments immaculate and ensuring we have everything we need. The cleanliness of the resort is outstanding; the furnishings and fittings are extremely good and the kitchen equipment is very adequate with generous supplies.
How welcome and sensible to have two slots in the day for swimmers to enjoy the superb, beautifully maintained pool, without the hazard of inflatable crocodiles and beach balls! Jamy deserves a special mention for his organization of a very diverse social program. Your Monday morning WELCOME meeting is as excellent as all the information which has been so expertly and carefully assembled.
The beauty and hair salons are an additional bonus and your restaurant menus and theme evening are such good values for money and (of course) the restaurant food is excellent.
There is so much more I could add, I don’t have sufficient paper (please excuse the script written on both sides of the sheet). I apologize for using you first name. I can’t find the details I have giving your surname and don’t wish to address you as “madam”.
My husband and I have stayed in many of the Sunterra/Diamond English Resort Clubs, but Cromer is in our opinion far superior to all the others. The lovely staff gives your resort that extra touch. You have a beautifully run, spotlessly clean resort with amenities and facilities to match. Congratulations to all your staff and a big thank you for us.
Freda and Charles
21 July 2009
Dear Mazie,
Thank you very much for being very kind. You made us very comfortable when we arrived. We were the first party that stayed in Room 5a.
Mrs. Attalia
I am writing to say what a lovely time we had staying at the Alpine Club in Schladming, Austria.
We had very comfortable beds and wondered if you could tell us what make and type of bed you use so we can get a similar one ourselves. I hope you can help me with this information.
Cathy
Dear Sir/Madam,
I would be grateful if you could thank Fabiola and Carol personally for helping my parents last week who were in a difficult situation regarding monies taken from their account by fraudulent shopkeepers.
They were very understanding, patient, kind, and helpful. Both my parents felt they took control of the situation on their behalf. Without the help of Fabiola and Carol they feel that their holiday would have been ruined.
Once again I would like to personally thank them.
Sandra
20 July 2009
Mr. Cloobeck,
Just spent the 4th of July at one of your Branson Resorts. My wife and I decided to change our account from THE Club℠ to THE Trust℠ and add some points to our account as well. I wanted to let you know that the associate who assisted us, Darrah Munday, was spectacular. She was very courteous, professional, and made sure we had her contact information in case we have any questions about this change or anything else regarding Diamond Resorts.
It's refreshing to be delighted by customer service once again. Congratulations on such a first-rate organization.
Matthew
Alex and staff,
A small token of our appreciation in putting us in Cottage 24. It is terrific and we are very grateful.
Sue and Graham
19 July 2009
Diana,
Thank you so much for a wonderful vacation! We arrived on 6/19 and our unit 8515 was ready and waiting for us just like you promised. From the moment we arrived and saw Singh’s fantastic smile we knew we were home. Kudos to him and Bart. They do such a wonderful job, always helpful and always with a smile. These guys work so hard and deserve a big thank you. Also a huge kudos to Koss (head of security) we had an incident occur and he went above and beyond the call of duty. He and his group are special people and they also deserve a big thank you. After 3 weeks of observation please say thank you to grounds keeper Gaspard (spelling?). He is such a hard worker and always has a smile. He works hard to keep our home away from home beautiful and we really appreciate it. A big thank you to Benito at the front desk who always has a smile and such a good attitude. We had a few issues with our unit, air conditioner didn’t work first week we were there, had a water leak from the ceiling in the front hall, toilet kept stopping up and no water pressure. Your maintenance people were superb. I didn’t get their names but they worked really hard to try and fix everything. They got the air fixed (after replacing something) and the toilet functioning and the leak taken care of. Give them a big thank you as well. The housekeeping people were exceptional. Our room was always spotless, good supply of towels and when I had issues with the washing machine (one the first floor) they helped me resolve my issues. They do a wonderful job and I am sure they don’t get the recognition they deserve. Please tell them thank you! I was also really impressed with Jay (the new activities guy). He did and exceptional job. He made water aerobics a good start to my wife’s day. In the 13 years we have been coming I have never seen such a turn out at the pool for aerobics. What a great attitude he has. He made our family feel loved and made us see that our daughter is not special needs just special. Thank you to him…I hope he is still there next year. Oscar at the 2nd floor bar was a joy. He is another hard worker and always with a smile. He was such a good friend to my son and his friend and we really appreciate it. Please give him big thanks as well. And finally a big thanks to you. To be honest we were a little concerned when we found out that Marcel had left. But we were very pleasantly surprised that our home away from home was still in good hands. It seemed like all the staff had a better attitude this year and I am sure it is because of you. You were kind enough to respond to all my annoying emails and you too always have a smile. Keep up the good work. We had a wonderful three week stay and please make sure all the staff knows how much we appreciate all that they do and we are so looking forward to our next stay. Thank you for everything.
All the best,
Danny, Carolyn, Kimberly, and Daniel
Thanks for all your help while we were with you last week. We had a wonderful time and look forward to seeing you next Easter.
Jim and Megan
Good morning Jamie,
I wanted to take a moment and thank you for taking time out of your busy schedule to come talk with us. It really meant a lot for Karen and I to discuss our concerns with someone. We also want to thank you for the “Mahalo basket” and note. You went above and beyond your duties and it’s much appreciated.
We have been owners since 2000 and return “home” every year, sometimes twice a year. During that time we have seen many changes in the operations of the property which we discussed the other morning, and thank you for pointing out some of the good things that have occurred or are in process. Originally my intentions were to wait until I got home to send you an email with a sampling of my previous unanswered correspondence. But now that we’ve been here just over a week we have noticed some of the changes. And I just wanted to share that with you now rather than waiting until our return home in a couple of weeks.
The trash situation was taken care of immediately. THANK YOU! I was impressed with how quickly the problem was addressed. I now frequently see housekeeping pushing a bin around the floors collecting waste that has been left in the hallways.
As you mentioned, we have noticed that there are some local artists back on property that rotate between days. There’s the wood carver from whom I’ve bought several pieces and the woman who makes the various flowers and hairpieces. Karen and my daughters have bought many over the years.
Respectfully yours,
Cliff
Hello Wendy,
Just a quick thank you to everyone at the reception desk for the assistance and courtesy extended to us during our 2 week stay with you at the Sahara. We all enjoyed it very much and are sure we will return again someday.
We went to the “Magic Show” at the Casino and have to say it’s a must do item. It was very professional, funny and would suit any age group. Value for your money is very good and after the show, performers stood at the exit doors to shake hands and take photos with family members for no charge! We thought that was a pretty decent thing to do.
Please extend our thanks to Salvatore also, he is running a good ship there.
Stephen & Kathleen
17 July 2009
Hi Helen,
Just to let you know that the remainder of the management fees for this year has been paid in full and that there are no more ties with us to our old apt #22 WK 27. We want to thank you for all your help and thank your staff for all their welcoming and helpfulness over the ten years we have owned there. We will certainly miss not holidaying there.
C M & S F
Hello Claire,
Just a thank you from my wife and I to all the staff at BP who helped us have a really nice stay of ten days. It’s a rare thing nowadays when the staff tells you that they really love their job isn't it? Well one in both reception and housekeeping did just that. Attitudes like that have a knock on effect with the guests. If you asked for help they could not be more obliging, nothing was too much trouble for them. So please give our heartfelt gratitude to all members of the staff.
Mr. & Mrs. Catherall
16 July 2009
My dear Dee Dee,
My brother, Chuck Baer, has forwarded your thoughtful e-mail to me and I just wanted to add my most sincere and heartfelt appreciation for the many ways you made the Baer Family Reunion such a successful and happy experience. In my opinion, your resort was the most attentive and accommodating one we have experienced in our many years of celebration and I sincerely believe that you deserve all the credit for this.
I had the opportunity to observe you closely over the entire week of our stay and it was apparent that you have a unique and valuable combination of skills that any employer seeks:
1) the ability to develop a well-trained, knowledgeable front-desk staff that is consistently cheerful and helpful to guests;
2) a superb professional knowledge of computer operations that ensures smooth technical support for your guests as well as your resort; and,
3) a temperament that is always pleasant, unflappable and productive.
It was truly a pleasure to meet you and wish you continued success in all your future endeavors.
Thanks to you and your staff for another wonderful stay at La Quinta this year. You may have guessed that we are coming to see you all again next year. We would like to give a personal thank you to Isabel who took care of our apartment; she was very thorough in all departments and was very pleasant to talk with.
Look forward to seeing you all again,
Barry and Pauline
Dear Ruth,
Thank you very much for the trouble you went to in helping us whilst on our two weeks holiday from Friday 26th June and especially on our departure day Friday the 10th July. It made such a difference to our holiday as we were able to relax before our flight home in the evening.
If there is anything you miss from home and would like us to bring it with us next year please don't hesitate to let us know and we will gladly help out (as long as we can fit it in our suitcases of course) Thank you again for your kindness.
Best Wishes
Margaret & Joyce (The Ladies)
15 July 2009
Hello there,
We were at Cala De Mar last week and our son Alex had a great week with Johnny. He enjoyed every second spent with him and will miss him. He has been telling all his mates about you!! You are famous at Wolfreton School!! LOL! You have a great guy there for the summer. Thank you.
If you ever get to Hull drop us a line and dinner and drinks are on us.
Andy, Debbie and Alex
Dear Dee Dee,
Thanks so much for your note. We really appreciated the extra effort you took to make our families vacation a really good one. That’s the type of service that truly sets your resort apart from so many we have visited. Also, when I checked out and found that we had not been charged for use of internet services I thought it was a mistake and had the young lady at the desk check it out and it was true. Such a wonderful gesture and it only supported my thoughts that you and your staff are very special and caring people.
Chuck and Shirley
Dear Monsieur Tribut,
Although we did not meet officially, I would like you to know that we very much enjoyed our stay at Club Mougin. The main reason for writing is to express my thanks to your Reception team who helped to make my stay as comfortable as possible. Upon arrival, although we had been allocated a refurbished apartment, my husband and I were a little disappointed to find ourselves opposite the entrance gates. Our idea of a tranquil holiday is not to sit on the balcony listening to the traffic entering and departing and although we realize each apartment is refurbished on a rotational basis, an apartment with a view of the mountains was what we had in mind!
I would like you to pass on my thanks to Nadia who kindly helped my husband arrange for flowers, chocolates and Champagne to be delivered to our apartment for my birthday, and the reservation at L'Amandier de Mougins. These gestures were very special and much appreciated. I also appreciated the attentions of our cleaner, who changed the water daily for the flowers and when they sadly died, she replaced them with a small posy of flowers, which I thought was lovely of her.
We also thought Jamie did an excellent job and very much enjoyed his company.
Please pass on our regards to your team.
We very much look forward to returning to Club Mougin sometime in the future!
Thank you once again.
Christine
I sincerely hope that his email will reach you personally. Just over a week ago my husband and I along with two friends returned from Le Club Mougins where we had been for two weeks. I feel you need to know what a wonderful ambassador for Diamond Resorts Richard Tribut, the manager at Le Mougins is. We are four elderly people, tow of who are disabled and because of our age we are unable to hire a car due to insurance problems. Had it not been for Richard Tribut we would have been imprisoned for the whole of our stay. Richard was most concerned that when making our booking nobody had contacted us about the problems we would have faced relating to disabilities. Richard bent over backwards to help us and went far beyond the call of duty. Such a pleasant young man who takes his role very seriously and proved to be one of the greatest assets you could possibly wish for at Diamond. I cannot praise Richard enough, he is one of life’s real gentlemen who is totally dedicated to his job.
Would you please be kind enough to let me know if you get to read that which I have written perhaps, if you feel it appropriate you will let Richard know that I have contacted you.
Thank you for reading this letter,
Marjorie
14 July 2009
To everyone at Santa Barbara,
Thank you so very, very much. You helped to make our stay so easy.
Thanks and kind regards,
Rogers Family
13 July 2009
Hello Connie,
This email is to thank you and all the staff at Sahara Sunset for the allocation of RGG1 for our visit last week, it made such a difference to our stay. We really enjoyed our holiday and would like to thank you all.
My Best Regards,
Allen
Good Morning,
Just wanted to say we arrived home safely last night after a wonderful stop en route to Ely Cathedral and to thank you for our week holiday at your resort.
You really have something to be proud of, the resort was spotless and the accommodation the same. Nothing was too much trouble for any of your employees, the reception, swimming pool attendants, maintenance, cleaning, and entertainment staffs were so kind and helpful.
Take Care of yourself,
Jean
Dear Miguel,
Just a short note to say thank you to you and your staff for the efficient way you dealt with our problem when we stayed with you recently. A special thank you to Rachael and Janice for their thoughtful words and kindness.
Sadly coming into this world at 24 weeks proved too much for little Ethan and he died on June 30th, but we had him for eight days and will always remember and treasure him in our hearts. Elliott, bless him was a bit stronger and is proving to be a little fighter. He’s three weeks old today, now weighs 2 lbs and opened his eyes a little yesterday for the first time!
He still has a long way to go and I’m sure there will be difficulties to overcome, but each day he gets stronger so we remain hopeful and pray that he’ll continue to fight.
So once again many thanks for all your help.
Bernadette and Peter
Dear Capt. Jones: (William “Terry” Jones)
This is a note of thanks for the exemplary work you and the Maintenance Team did in searching for my lost anniversary ring. My family and I stayed at the Green Springs Vacation Resort in address # 195 in suites 97 G/H from 7/4 through 7/10. I had misplaced my anniversary ring and called to have your team review the G-suite and master bathroom drain systems. You got back to me very quickly noting that the ring was not in the facility.
Per our discussion this morning, I wanted to advise you that I found my wedding ring at home. It had rolled under a large cedar chest in my home. Sorry to have put you all through the trouble. I have enclosed a small token of our appreciation. If you would please get some donuts or bagels for the crew who performed the search, I would much appreciate it.
Shawn
10 July 2009
Dear Mr. Pearson,
I am writing to inform you of the exceptional service I have received from both Owner Services Manager Breece Torres and Reservation Agent Connie Rosales.
In the fall of 2008, I began researching the purchase of a timeshare at the Lake Tahoe Vacation Resort. I had many questions, called the resort, and was put in contact with both Connie Rosales and Breece Torres. Connie and Breece patiently and thoroughly answered my numerous questions about timeshares, the resort, vacation planning, and the timeshare deposit/exchange process. Connie and Breece's attentiveness and customer service skills played a factor in my decision to purchase at the Lake Tahoe Vacation Resort.
My family's first trip to the Lake Tahoe Vacation Resort, as owners, was the week of July 4, 2009. During this stay, Connie and Breece's assistance was above and beyond our expectations. Both Connie and Breece are shining examples of how someone should perform in the customer service industry. They are excellent representatives of the Lake Tahoe Vacation Resort and Diamond Resorts International®.
Dimitri,
This is just a short note to say a big “thank you” to you and all your staff for making our holiday such an enjoyable one. This is our 3rd visit and each time we have always been made very welcome. Nothing is too much trouble; everyone works so hard – with a smile!
We are sorry that you are not getting the support from guests regarding the activities and meals in the restaurant – they don’t know what they are missing!! We have been very satisfied.
Many, many thanks once again to you and your team. We hope to visit again, perhaps 2010.
Marilyn and David
Dear Pedro, Paulo, Lisa, Telma, Luis & everyone
Many thanks for looking after us in the past two weeks during our stay at Vilar do Golf.
We really enjoyed our stay and nothing seemed to be too much trouble for you all. Your warm and friendly manner really made an impression with us and hopefully it will not be too long before we will visit again.
Kenny
09 July 2009
Ms. Schmidt,
I would like to take this opportunity to praise one of your employees, Laura Joiner. Today, Thursday, July 09, 2009, I realized that we left a very important folder at your resort in Branson, MI last week. I called up to your resort and everyone was most helpful. However, I found Laura kindly going above the call of duty to help us get the folder back. She was professional and very willing to do whatever it took to help us. I was very impressed with her attitude and demeanor. I will stay at your resort during my next trip to Branson because of Laura’s professionalism, helpfulness and willingness to do whatever it took to help a customer. I would hope your company has employed more individuals with this character. Please feel free to send this email as far up the ranks as necessary, with the hope that this compliment would make it to your companies’ president.
08 July 2009
Just thought I would email you all to say what a lovely time we had at Broome Park.
Everything about the resort was perfect including the staff. We have all been to various resorts in the UK and can honestly say the staff at Broome Park was second to none.
8 July 2009
Dear Dimitri,
I have been thinking that I should send you some photos of the men and women celebrating the Gebirgsschutzenfest that you kindly invited us to attend when we were at the Alpen Club Schliersee earlier this year. It was a memorable event - a lovely sunny day, beautiful scenery and happy people, and we all enjoyed the parade and the music. We hope that these pictures bring back good memories for you also.
Stuart and Elaine
7 July 2009
Dear Claire,
You and I spoke earlier this morning, and my wife has also had a chat with you.
We both sincerely thank you for all your help, especially our family as a whole loved Thurnham so much.
We're so glad the ducks were around; they were a source of great enjoyment to the children on their last visit, and they are looking forward to seeing them again!
Once more, we are very grateful and looking forward to seeing you.
Beryl and Rupert
Dear Ricardo, Sara and Antonella,
Thank you all so very much for kindly sending me the patches. When the pain it particularly bad, they make it just about tolerable. I’ve had another similar episode to the acute spasms in Italy which meant that sadly at the last minute, Mike and I had to cancel walking the Camino de Santiago in northern Spain. I have now had another MRI and await the intervention of a pain consultant. Please be assured, I only wear your patches when I really need to as I do understand they are not for long term use.
You have all been exceptionally kind to us and we would like to offer you our hospitality whenever you come to visit the UK. We say this most sincerely and recognize it may not be for some time, but we will never forget you or your kindness. Please keep our email address safe for this purpose.
Geraldine and Mike
6 July 2009
Hi Phil,
Our friends are back from their stay at our timeshare at Royal Oasis Club. Everything was perfect! From the taxi transfer that you arranged to the sea view apartment! They really enjoyed their stay and said the staff was lovely.
Thank you for being so helpful and making their stay enjoyable.
Michael and Jackie
06 July 2009
Hi Sylvia
I just wanted to thank you for sorting everything out for us for our holiday last month.
My mum was very, very happy that we were next to the pool and I really think it made the holiday for her. It was difficult for all of us at times as it brought up a lot of memories of my step-dad, but you and your team made everything as good as it could be. The bottle of wine went down well too!
Thank you so much for the extra bed in mine and my husband’s room. This really made things easy for us with our daughter, especially as she was ill for much of the first week and was awake many times in the night.
Also I would like to say how lovely your reception and housekeeping staffs are. Nothing was ever too much trouble and everyone put a lot of effort into helping. I was surprised to see so many of the same people who had worked there last year. I know hospitality is an industry where staff turnover is high, so I think it is a credit to you that you retain so many employees.
We enjoyed our stay so much that we will be back on the 27th December and we can't wait.
Abi
Hello Friends!
I just wanted once more to say thank you for the reservation of the beautiful double-room 301 in which we very much enjoyed our stay last week. We are already looking forward to our next stay in the AlpenClub Schliersee.
With friendly greetings,
Ilona
Our friends are now back from their stay at our timeshare at Royal Oasis Club. Everything was perfect! From the taxi transfer that you arranged to the sea view apartment! They really enjoyed their stay and said the staff was lovely.
Michael & Jackie
My wife and I recently returned from a week at your resort.
I would like to say that we were very, very pleased with the whole resort and were delighted with our studio apartment. Thank you for helping with a sea view.
All staff was very helpful, courteous, friendly and really helped make our short stay enjoyable.
We hope to return next year to a larger apartment.
Once again thank you,
Dennis
05 July 2009
Bonjour to the reception staff,
I would like to say thank you for making our vacation so memorable. I thank Francois for having advised me to write and ask for a ground floor room as my son who has a degenerative disease finds stairs difficult. We loved apartment 102. Thank you Gipsy for suggesting La Roche Gyon after visiting Giverny, we enjoyed it there. Thanks to Laura for her patience when I tried to speak French the first couple of days. Helene’s recommendation gave us a restaurant with a French ambience which was a welcome change from hearing English spoken everywhere. Her instructions for getting to Calais were good but at Rouen after I had told my husband to keep right he saw a sign for the A13 and kept straight on so we travelled a few miles in the wrong direction. I think he is trying to get me to buy satellite navigation for his birthday. I didn’t have much to do with Aurelie and Sara but they were always pleasant and full of smiles.
I enjoyed Allan’s walk around Cornelles but I’m afraid our ideas about a leisurely stroll are different! I managed the walk across the locks and to the artist’s studio better. My husband particularly enjoyed it as he does some painting. My son enjoyed doing the crosswords every day.
As you can tell, everyone helped make this holiday a happy occasion. I congratulate the manager on his exceptional staff,
Au revoir,
Enfys
04 July 2009
Anne,
Sorry we didn’t get back to you sooner to show you how much we appreciate everything you and your team did for us while at RSBC. It was great to see the lovely staff on reception, not forgetting that lovely lady who sits in that little office.
We really enjoyed Sarah singing one night, we seen her at that musical show that she has last year I am sure she will be enjoyed by a lot of the members if she becomes a regular act.
John is still as daft as a brush and Alan seems to do a good job too. It was strange to see all new bar and restaurant staff, but we got on great with them. Melisa was really nice to us and got on with Barbara really well, not that I spend much time at the bar!
We had our Grandsons (Ollie) christening last Sunday it was a great day. Well Anne, hope to see you all in the near future and a Big Thanks again for being so nice and looking after us.
Please keep in touch when you have a minute or to it is always nice to hear from you, take care and keep up the great work that you do,
All our love,
Barbara & Allan
02 July 2009
Just returned to the UK form a nice relaxing holiday and would like to express my thanks for helping to make it a special occasion. The flowers and wine were excellent and the bottle of Cava delivered to our room on Saturday was a wonderful gesture. We would particularly like to thank Deborah Horton, who helped us book a traditional Canarian restaurant in San Miguel which was excellent.
Once again thank you for the special effort.
Kevan & Pam
I just wanted to drop a note to say that we had a fantastic stay. We had to leave in a rush as the transfer bus was waiting and I did not get a chance to fill in a comment card as a result.
The receptions staff were amazingly helpful and although there were small niggles about the apartment they were resolved quickly. The apartment itself was great and it would have been nice to see one that had been redecorated for future visits.
We would definitely return to Alcudia in the future and to your hotel although we couldn’t say when as I am returning to work after 12 months maternity leave and we are also building a house at the moment.
Thanks again for a very enjoyable stay which has prepared me for going back to work on Monday.
Claire
30 June 2009
Teresa, Jose & Lut,
Muchas gracias for your help last week !! We arrived home safely and went to the hospital yesterday and they have re-plastered the leg and will look again at the Fracture Clinic tomorrow. Thank you for the apartment it was very beautiful; we had a good time. Once again, thank you very much for your help.
Steve and Karen
28 June 2009
First of all, I apologize for the late letter of gratitude. I had 3 friends at Kenmore Club in April of this year and I can’t praise you and your staff enough. Our weekend was excellent, not only the accommodations (which I was so grateful for). The weather too, did you have a hand at that too? Anyway, very grateful and I look forward to my next weekend there.
Sylvie
26 June 2009
Dear Carmen, Adrian, Luis and Maintenance Staff,
Thank you all so much for your help in making this a great holiday for us. Special thanks for your prompt and very efficient response if we ever had a problem, especially when we couldn’t get out of the apartment!
We always have a lovely time when we stay with you at Cala de Mar and a large part of that has to do with the friendliness and helpfulness of the staff. We look forward to seeing you all again next year.
Gail, Alex, and Alexander
25 June 2009
Dear Mr Cloobeck,
We are sure you are in receipt of many emails detailing negative issues, but this time we would like to share our positive experience with you.
We are currently on holiday at the Royal Tenerife Country Club in Tenerife, and we have just been for our session with the Diamond reps. Our intention was to use the session to be updated on the processes with the on-line systems, however we decided to upgrade our points collection following discussions with the reps. The reps involved were Dawn Cramp and Mark Smith. During the whole session, Dawn was very informative and helpful, and demonstrated several tips with the on-line system that we were not aware of, which will enhance the use of our points allocation. Mark then assisted in explaining what the options were for us to increase our allocation.
During the whole time, we felt comfortable and were not pressurised whatsoever, and in fact we decided to increase our allocation by a further 5000 points.
We also had the opportunity to meet Simon C., Director of Sales, who again was very helpful, and gave us faith in your whole organisation.
We would both like to express our gratitude for their help, and would like to take this opportunity to point out their good work to you.
Dave and Sue
23 June 2009
We had the pleasure of staying at Cromer May 22-29 in Unit # 18. Unfortunately, my wife had a potential medical problem. We contacted the front desk and got immediate and caring help. There was (quickly) at our door a most helpful gentleman (Jason if I remember correctly). Reception stayed on the line and called the paramedics who then took over. This all occurred after we had arrive at Gatwick after an all night flight and had driven to Cromer_ we were very tired. However, after a trip to the hospital in Norwich, we finally got back at 1AM. The next day, not only did reception call to inquire about my wife's status, but Jason also stopped to also inquire. I am not sure that you received any report about these events- however, please be aware of the super service we received from staff. Thanks to everyone.
From what I have read, you have made considerable progress in raising the standards of the accommodations at Cromer. Certainly our unit was nicely done. Question- we were intrigued with the coffee maker in our unit and would try to purchase one if we knew the brand and model.
All our best from Salt Lake City Utah,
Jim and Joyce
19 June 2009
Dear Mr. De Cicco,
We arrived at the Palazzo Catalani on Sunday, June 14, 2009 and stayed until Saturday, June 20. I want to thank you and your excellent staff for your part in our wonderful stay in Soriano nel Cimino. We traded into Palazzo Catalani through Interval International using our timeshare interest in Paradise Village, Puerto Vallarta, Mexico. We have stayed in many timeshares through trades and we consider our stay at Palazzo Catalani to be one of our best vacation experiences ever. We plan on returning, perhaps some autumn for the hazelnut festival. Paris is the only other timeshare so far to which we would consider returning.
I wanted to say more about our experience than the space on your survey brochure permitted. I’ll attempt to cover some of the points that the survey covers. This may be more than you want to know.
First, we arrived on a Sunday about 1200. We really appreciate it that your staff did not insist that we wait until 1600, which is the official check-in time, to check us in.
Your staff is excellent. Among the names I know are Antonella, Angelo, Gian, Paolo, and Sara. We also very much appreciate the person who helped us with our parking. Room cleaning service was very good and unobtrusive. The room was clean when we arrived and it remained clean.
The directions for getting here by car were excellent – and I consider this a very complicated place to get to. Your staff was knowledgeable and helpful about directions to other places and the facilities within the town. Maps were provided when appropriate.
We stayed in apartment 13. This is a very large apartment, in my opinion. It is was the best equipped kitchen I’ve ever seen in a time share. It was equipped as if it were actually meant to be used. Some of the thoughtful amenities that we really appreciated were storage containers for food, salt and pepper, a cheese grater, the cutting board over the sink, dishwashing liquid, a real dish towel, paper towels, and knives that worked – particularly the large serrated knife for cutting bread. In other resorts where we have stayed, the salt and pepper, dishwashing soap and paper towels are often not provided. Everything was clean and well cared for.
Our apartment is obviously in a very old building (16th century?) in a very old part of town. Someone has done a wonderful job of making this apartment usable to 21st century people. The facilities were very complete, including both a tub and a shower. I will say that we were a bit amused at the size of the towels. They are large in a way that I think of as “American style.” We appreciate that but the traditional, smaller Italian towel would have been fine too. By the way, you have by far the best shaving mirror I’ve seen in Italy yet. The light is over the mirror and it’s bright enough.
As to whether we’d recommend this hotel to friends, that is a complicated thing. For us our stay at your hotel in Soriano was wonderful and I would unhesitatingly recommend it to friends who would like it. But, although I have limited experience with Italian hotels, I would say that staying at the Catalani is a very Italian experience. This might not do for some Americans. For example, some guests might want larger bathrooms, a hotel parking lot, and American-style breakfasts. Soriano would also be problematic for people with limited mobility who cannot walk well and easily up and down hill and stairs. But, for those who like this kind of experience we would whole-heartedly recommend the Palazzo Catalani. We particularly liked the fact that the hotel had a family atmosphere in an Italian town unspoiled by tourism. As far as we could tell, there is not one tourist-oriented shop or fast food restaurant in Soriano, and we like that.
We participated in the Sunday night get-acquainted dinner, the Under the Tuscan Sun tour and cooking lesson, and Friday Night at the Opera.
We appreciated the Sunday night get-acquainted dinner. We got to know many guests whom we would be seeing throughout the week.
We presume that Floriana, who runs the Under the Tuscan Sun tour, is not an employee of the hotel. We found her tour and family fabulous. We would unreservedly recommend this tour. I didn’t think the tour was expensive before we took it but after we took it I came to believe that it was an excellent value. We will take this tour again if it’s available.
Thank you for enabling us to enjoy a wonderful time in Soriano nel Cimino. We look forward to staying at the Palazzo Catalani again some time. Please feel free to pass all or part of this letter on to your superiors if you care to. And please relay our thanks to the staff, both those named in this letter and those whose names we did not learn.
Don & Gabriele
18 June 2009
Hi Catherina,
My son and new bride just got back from St. Marteen. I can’t tell you how much they enjoyed their stay, the beautiful room and accommodations! David said that they received a beautiful gift basket from the management at your resort. We were completely surprised and can’t thank you enough for doing that for them!
David and Arlie loved it so much, we will be taking a vacation next year and will be choosing to stay at your resort.
Thanks again for making their stay so special and something they will never forget.
Lynn and Ted
17 June 2009
Aloha Steven-
Sandy & I wanted to thank you for meeting us yesterday. We are very pleased with our DR experience, so much so that we purchased additional points. It's really all about the people and you have a great crew working for you in Maui---Ruby at the front desk, the staff in the childcare center, and the fellas who work hard up front and around the property. It's all about the local hospitality, the Aloha spirit, which makes for a great experience.
We also appreciate that as the owner you value the personal touch. Both Sandy and I are in education---community college counselors---and providing personal attention is the name of the game; and in a large part, that is what's missing so much in business, in society, and most importantly, in people's lives today.
Mahalo,
Keith & Sandy
16 June 2009
Just a note of thanks
We have just enjoyed a week at Broome Park and may I say how great the resort was - not because of the accommodation - which was GREAT or the location which was also GREAT but because of the people you are lucky enough to have working there.
We had a small issue with the Lodge and your staff there could not have been more helpful, they attended to the problem in moments and even checked back with me to ensure that things were done to our satisfaction.
In a world where, so often, just good enough will do it is refreshing to see that in your organization this is clearly not the case and you have people who put in the extra effort to ensure that only just right is good enough.
Once again Mr. Cloobeck sincere thanks and kindest regards,
Mike
15 June 2009
Hello Ms. Gross,
I would like to applaud Linda for the excellent service she provided us in making reservations for our customer, Ms. Pilar. Linda was absolutely perfect in the process. She listened to and responded to everything we said. She went the extra distance to help make just the right arrangements for our client and was enthusiastic as well. We are Concierge and Travel Agents for Bank of America. I make a lot of reservations and recognize great customer service when I experience it. It is extremely rare that I would go to these lengths to draft a letter to recognize an employee. I hope she is valued in your organization and I will look forward to further relations with Historic Powhatan and Diamond Resorts Int’l.
Thank you for your attention.
Marcus
Dear Ms. Gross,
I am writing you to express our gratitude for the wonderful customer service provided to us by Amy./
Later this week we are travelling to St. Martin and staying at the Flamingo Beach Resort. We are staying with friends that have an RCI timeshare; however, both we and our friends needed extra nights on both sides of the RCI week. She has done everything she can to try to link the rooms which include 3 reservations so we do not have to move.
The thing that I appreciate the most is when she noticed that our friends had multiple reservations for more rooms than were needed. She pointed this out to me to ensure that it was correct to avoid the expense and frustration we would have been faced with upon our arrival assuming the 72 hour cancellation would not have been waived. This would certainly have started our trip off differently than we have been planning on.
I believe she is a valuable employee and is deserving of any type of recognition you can give for an employee that sets the standard for great customer service.
Thank you Amy,
Rick
14 June 2009
Dear staff,
On the 30th of May, my wife and I booked your resort for a week holiday stay. Arriving at reception, we were slightly apprehensive about the terrain; my wife is registered as disabled and is very restricted in her mobility. I explained this to the reception staff and to their great credit a suitable apartment No. 20 was allocated to us. It was superb and the start of a brilliant week.
The information given by reception on many occasions was excellent. All staff members we came into contact with: the garden maintenance men, the ladies who visited the chalets, the lifeguard in the swimming pool were all very friendly, a real credit to the resort. Unfortunately we are no longer members of RCI so we will be unable to return to the resort for another holiday, but we would certainly recommend your resort to anybody. Congratulations on the quality of the resort and please convey our thanks to all the staff for a wonderful week’s holiday.
Norman and Patricia
11 June 2009
Hi Patrick
We have just returned from a most wonderful holiday at Sahara Sunset Resort in Spain. Thank you for the vouchers our whole family had a great time especially our granddaughters!
Salvatore welcomed us personally and his staff looked after us impeccably and made us feel very special indeed. We joined in with most of the activities within the resort, as you can see.
The Sales personnel recognized me from the DVD so I felt like a celebrity and it broke the ice!
We are busy looking and planning our next trip now.
I used the opportunity of also speaking with Neil, European Sales Manager, as he kept me informed of DIAMOND news etc..
Look FORWARD to having the opportunity of meeting you again sometime.
My very best regards,
Linda Curtis
10 June 2009
We just returned from the Daytona Beach Regency after an 8 day stay. Upon our arrival, we were deeply disappointed to find that our balcony was closed due to storm damage. As we had friends with us celebrating their honeymoon, we requested a unit that had a balcony available. Casey, our customer service person took the time to research and actually find a unit we could move to that had an available balcony. Her understanding and GREAT ATTITUDE changed what would have been a disappointing visit into a GREAT visit (our second at this location). Upon departure, Casey was once again invaluable in securing our boarding passes on our flight home. A GREAT VACATION WAS HAD BY ALL. My special thanks to Casey, as she certainly made this vacation very memorable and enjoyable. It's staff like this that makes staying at Diamond Resorts such a treat. Casey certainly went above and beyond to assure our stay was something special.
Thank you very much,
Ed
8 June 2009
Going Morning Salvatore
I just wanted to say a quick thank you and your staff for my wonderful stay at your resort.
Your staffs made me feel so welcome and nothing was ever a problem to them.
I will definitely recommend this Resort and cannot wait to come back again.
Thank you again!!
Vittoria
Good Morning!
My husband and I, along with our three young grandchildren, stayed at Woodford Bridge last week (31st May - 6th June) in Heron.
The accommodation was the nicest and largest unit we have ever stayed in.
The reception staff was very friendly and very helpful in every way, in our opinion everyone gave 110%, a big thank you to everyone!
Also, would you please pass on our regards to Bridget Jenkins and a big thank you to her also for seeing to all our needs, the care and attention given to us at Woodford Bridge was next to none.
This was our very first visit to Woodford Bridge, and in our opinion, one of the nicest resorts we have visited in Europe! In fact we have booked for next year (June)!
We had a fabulous week or weather, it was gorgeous every day, if you could guarantee that kind of weather, there would be no need to go abroad!
Again, a very big thank you!
Kindest Regards
06 June 2009
Aloha Mr. Cloobeck,
My husband and I are members of your Diamond Resorts Elite Silver group.
In February of this year, we spent a few days at your resort in Orlando, FL. Part of the deal was to go to an hour long presentation. During that time, we added on points to further our vacation and relaxation time. We were told this would be added to our Hawaii collection. We were also led to believe that we could call our sales representative for any questions, concerns, etc. Much to our dismay, he never followed through as promised.
The following month, we were blessed to spend all of March in Maui. My husband, Pete, had just retired after 39 years of service with our federal government. We couldn’t think of a better way to celebrate than to be in Maui!
While staying at the Ka’anapali Beach Club, which is our Maui “home”, we went to visit with our dear friend, Helen Beckner. She is a sales representative there and had helped us purchase our piece of heaven there in 2005. What a great time of reunion we had with her! As we went over our possibilities of expanding our points, we told Helen of our addition points we had bought in Orlando, FL. She brought to our attention that these were not part of our Hawaii collection. We didn’t understand and were quite dumbfounded. Helen brought Jeremy Roberts to talk with us. He apologized profusely that we had been so misled. We were devastated. All our hard earned money was put toward a U.S. collection. That’s when things began to go right for us. After many hours of research which many of your employees there were involved in, we had all our points put into “one bucket” as Helen calls it, with our Hawaii collection. We were also allowed many more opportunities to enhance these points. All of this was done to right a wrong.
That’s all that mattered to every one of your employees we came in contact with in Maui. We asked for no favors, yet their one purpose was to make us happy. All of them displayed the highest ethical and moral standards we had ever experienced in a business transaction.
We can’t thank you or your staff, (our extended family), enough for the treatment we received. There are many people to be commended in your organization. The following names are all the ones that we could gather. They include our beloved Helen Beckner, Tony Kowal Jr., Nathan St. Cyr, Kathy Catugal, Jeremy Robert, James Altman—all willing to stay after hours, sacrifice their time and give us a happy ending in paradise.
We feel assured and we KNOW we made the right decision in choosing Diamond Resorts.
We look forward to many years enjoying the hospitality we find in your organization.
Thank you, Mr. Cloobeck, for making this all possible!
God Bless You!
Roseann and Pete
03 June 2009
I just want to thank you for your amazing support during our recent stay with you. Without you our holiday would have been a complete disaster and all four of us appreciate everything you did to make it enjoyable. You went far beyond the call of duty and did so with such charm and friendliness, never making us feel like the nuisances we undoubtedly were! We can never thank you enough. Richard and I will be writing to Stephen Cloobeck although I will be discrete about the lengths you went to in order to accommodate us.
Please also thank the rest of your staff who were all very helpful. I regret missing Nadia when we made our departure.
Once again, our very sincere thanks to you.
Best wishes.
01 June 2009
Hello Andrew and Louise.
I just wanted to say thank you to you both for your contribution to our enjoying our stay last week. Andrew, please thank your brigade for their part in getting the bar, restaurant and take-away food prepared. To get it out, hot, tasty and nicely presented is the name of the game. Maureen especially appreciated the 'mini' mixed grill you prepared for her on Saturday, particularly given the additional hiatus of the wedding reception upstairs.
Appreciation as well to your front-of-house staff who are at the sharp end of looking after us. Their training has been well done as we found they managed to get just the right balance between friendliness and sociability without becoming over-familiar.
Keep up the good work,
Ian & Maureen
31 May 2009
Just to say a big THANK YOU for our super apartment.
It is good to know that individual requests are still acknowledged and fulfilled when possible. We had a brilliant time at your super resort and Rob was able to rest and recuperate in beautiful surroundings.
Many thanks again for your thoughtfulness.
Best wishes
Joy
28 May 2009
Good afternoon John. I wanted to take a minute and tell you how wonderful Maria has been in providing exceptional customer service. I was in need of information and assistance with regards to my timeshare and she has really been outstanding. I don’t believe I have ever been treated so well from anyone that I have never met in person! Thank you so much for everything.
Tanya
26 May 2009
I am writing to let you know about the wonderful time we have spent at Jardins del sol in Lanzarote. This was our first time on the island and Jardins certainly lived up to all expectations. The resort is as pretty as a picture with white villas, cactus and flowering bushes among palm trees.
The accommodation is excellent, very modern, cool with clean lines and colours, giving a lasting impression of peace and relaxation. The additional attention to outside furniture made our holiday experience complete. Additional sun beds at all villas are a brilliant idea and one that needs implementing at all resorts. We spent many an hour quietly reading in the sun on our terrace. As my husband has a problem with walking distances at the moment and needs to rest every other day so the sun beds proved a real bonus. He could still lie out in the sun without having to walk anywhere...a brilliant touch.
An additional pleasure was the friendly smiling face of Christina our cleaner. Her attention to detail kept the place spotless and the wonderful little gifts of flowers and special way of folding the towels just added to the whole experience. She needs commending for her efforts and hard work. She is a gem!
We has a thoroughly pleasant relaxing experience to be recommended to others, well done Diamond for getting it right.
Marion and Peter
Thank you for re-arranging the expiry date of our free week with I. I. we are to take it in October 2009 at Los Amigos Beach Club, Mijas Costa, Malaga, Spain. We have already had a 2 week vacation at Los Amigos this year and were so impressed with the Resort, we booked to go back again this year and the same weeks in 2010.
I contacted Silvia Cardenas ( Resort Manager ) who has been most helpful in arranging for us to have a ground floor 1 bedroom apartment when we go back in October. My wife is disabled and stairs are a problem.
Silvia has also arranged for a hire car at my request for 6 days from a local company.
The staff at this resort is the most helpful ones we have encountered in the last 25 years of holidays in Global, GVC, Sunterra and now Diamond. This is the first time ever that we have booked the same place again after just one visit, immediately after returning home.
This year we had a 3 bedroom apartment, for just 2 of us. The 2 bedroom units are all on the first floor and are therefore unsuitable for my wife as there are quite a lot of stairs to climb to get there. Next May when we return I have asked again for a 3 bedroom apartment in Phase 2, near to reception and the car park.
Interestingly enough, on our return flight we talked to 2 other disabled couples, who had stayed at different resorts, Royal Oasis Club at Benal Beach and Royal Oasis Club at Pueblo Quinta, both were unhappy with some aspects of each resort, one point was no entertainment. We on the other hand couldn't fault the entertainment, or the food, at Las Casitas and all the staff were absolutely great.
We have bought more points this year, on a deal. Our total now stands at 20,000 points.
What a wonderful resort.
Superb holiday,
John & Pauline
Sun 5/24/2009
My family and I have just returned to the U.K. following a holiday at your resort and I felt that I must send a quick thank you for a wonderful experience.
The reception was friendly, the accommodation was excellent and the restaurant food and service were first class.
If all the resorts in your group spent as much effort to look after its guests then I am sure that the club would be an outstanding success and never be short of recommendations to new members.
Once again MANY THANKS and I look forward to joining you again for another memorable holiday.
Peter
23 May 2009
Hi Isabel
Please convey our sincere thanks to everyone at White Sands Beach Club.
Jan and I spent two most enjoyable weeks with you, all of your colleagues were most helpful, extremely cheerful and welcoming at all times. Our friends, the Speights, are also most complimentary about everyone and we all found Apartment 6/715 excellent for our needs during 15 to 22 May.
Many thanks to you personally for the time you spent responding to my e-mails and sorting out the apartment for our week with the Speights.
Jan and I hope you have a very successful summer.
Kindest regards
Freitag, 22. Mai 2009
Good afternoon Dimitri,
This is Erwin from Canada.
I have already made my comments about our vacation to Diamond Resorts in Vegas.
This is a personal comment to you and your staff. My Wife has told me over and over again, that this was the best vacation she has ever had. Her only regret being that she didn't do it sooner. She has already made plans to come again next year.
The crown jewel of our 20 day trip to Paradise was the time we spent in Schliersee. There are no words that can describe your Staff, your Resort, and of course "YOU." The closest that I can come is "Fantastic."
Please extend my sincere thanks to all of your Staff for such a fine experience.
And to you I say; Thank yo for all that you have done for us.
Please also forward a special Hello to our Friend, Peppi.
Aufwiedersehen. Danke.
miércoles, 20 de mayo de 2009
Dear Anne
Just a quick thank you for all the help you gave us over the past week when we were unable to return home because of my having to stay over after being admitted to hospital. The flights you arranged for us were perfect, no delays and the pilot made it home 15 minutes earlier than anticipated.
Please pass our thanks on to Ruth and all of the ladies in reception who were so helpful.
We'll be seeing you again in October and the offer of a drink still stands.
Again, many thanks.
Best Wishes, Di & Mick
18 May 2009 20:17
We have just returned from a weekend stay at Thurnham Hall in Lancaster where we had a wonderful break in an outstanding apartment in fabulous surroundings. We could not fault anything and will be recommending this resort to family and friends. On check out we were given your card (BDCARD09) so that we can book direct, we would be grateful if you could keep us informed of any special offers etc in the future.
Kind regards, Helen
Fri 5/15/2009
Mr. Betros,
This note of appreciation follows much too late compared to the professional and highly accommodating service you extended to Amy, M.D. and me during our recent "trip" to Disneyworld while staying at your fine facility. Mr. Betros I cannot thank you enough for extending your extra services - Kudos to your staff as well!
Regards, Cathy and Amy
Thursday, May 14, 2009
Angela,
Brian and I would like to thank you for helping us share the greatest 20th anniversary in St Martin.
If you would remember we emailed awhile back to ask for a nice view of the water at the Flamingo resort and WOW >>>>>> you did good - what a great room, the best in the resort ..... and a view from every side - 5TH FLOOR OVR LOOKING THE WATER.
We so enjoyed the resort and we noticed the updating and work being done - that’s great.
We DID read reviews before we left we were a little nervous -but it was great !!!
I’m one who brings my own pillowcase just because I don’t usually like the fabrics that I lay my head on away from home but you need to know, with the upgrade in your bed-linens, I never took it out of the suitcase.
SO THANKS AGAIN FOR HELPING WITH OUR 20TH ANNIVERSARY - OH AND THE GORGEOUS RING THAT MY HUSBAND PURCHASED WHILE WERE THERE WAS GREAT TOO!!!!!!!
Tuesday, May 12, 2009
You are most welcome for the cards...it was our pleasure!
This was our first real experience with using our Marriott Vacation Club, and now you all have set the standard by which all other experiences will be measured!!!
As for our parcels, everything we mailed made it safely and in one piece! (An extra thanks to Jorge for helping us with that experience!) And as for the box we took on the plane, it arrived (albeit delayed on a separate flight!) just fine and we have been enjoying our table ever since!
Best,
Larry and Tony
PS: If, or I should say WHEN, we are back in Spain, we will definitely stay at Pueblo Quinta!
11 May 2009
Had a great time in Kenmore 2 weeks ago for our 3 night stay. All the staff were great. The 2 bed unit was very nice. Thanks
Mike, Phoenix, AZ
To: Thurnham Hall Resort Subject: Vacation
Had a great time last week for our 3 night stay. Very impressed with all of the staff and the resort. It was much more than we expected. The place was spectacular!!!!!!!! Little hard to find, but we got the hang of the road pretty easily. Love that sticky toffee pudding. The guy that gave the Thurnham Hall briefing was excellent. We really wished we could have went inside the chapel. Maybe you can add that quick stop to the presentation. Thanks again,
Phoenix, Arizona
domingo, 10 de mayo de 2009
Hi Alexandra
It was lovely to see you yesterday; we have arrived home safely, but a little tardily as the flight was over an hour late. We have, however arrived, and have managed to remember where we hid our car keys, etc before we left!
Once again Alexandra, thank you so much for all your efforts in once again making us feel at home. It is always a delight to come to [Pueblo] Quinta, as we feel very much as if we are visiting old friends, and our comfort could notbe improved. Please thank, once again, all of your staff in reception for their efficient and speedy responses to any requests for help we might have made. We shall now start thinking about our next proposed visit, which we hope may be in October.
Marie and Brian
10 May 2009
Hi Vilar Do Golf Reception
Just a quick note to say many thanks for all your help during our recent stay. We thoroughly enjoyed ourselves again and villa 99 was terrific.
Best wishes till next time and many thanks again
Malcolm & Daphne
09 May 2009
We would just like to express our sincere thanks and appreciation for the help and support which we received during our stay at the above resort from 18 April 2009 to 7 May 2009. My husband, Stephen, was admitted to the Xanit International Hospital as an emergency where he stayed for 10 days and was quite seriously ill. Your staffs at the reception in Royal Oasis Club La Quinta was second to none - nothing was too much trouble - it was a tremendous boost to both of us to know that help was just a phone call away.
Please pass on our very best regards to all the staff and advise them that Stephen is now recovering rapidly and that we intend to visit the resort again at some time in the future.
Many thanks once again.
Steve and Andrea
Dear Neli
My husband and l would like to thank you for all the help the kindness and support that you and your staff gave us .you treated us with so much respect that we will never forget.also we were very greatful for the way you allowed us to stay longer in the villa it really did help we arrived home at 4-30 in the morning very tired but we did not mind as we had a great holiday and we were with such wonderful people to look after us.
lt is always a pleasure to come to Club Del Carmen it is like coming home.so once again Neli thank you l will always remember the kindness that you showed us you make people feel so special.speak to you soon.
Love From Phyllis
09 May 2009 To: McGowan, Ruth Subject: Our fantastic holiday
Hi Ruth
Just like to say a big thank you to you all for a nice holiday this year. We had a really good time.
A couple of hiccups, but otherwise really enjoyable. It was lovely to see chieck (can’t remember how to spell his name) he looked really well.
The games were good and I did enjoy the daily quiz. It was better when our Karen was there though, she knew more than me!
Alan is very nice and got on with everyone, and so did Michael. (yer man!) He did make us laugh.
As usual John excelled himself.
Not too keen on the concierge, I would rather have spoken to reception staff on the couple of occasions we had to talk to the concierge lady.
As usual, all reception staff were very friendly and knowledgeable.
Please thank them all from us.
Room 108 was actually very nice I did request it for next year with Monica. So hopefully it will be available. It seemed to be in the right position for the sun and plenty of room to move around.
Thank you once again for sorting the bus (via express). Please could you do the same for next year, but I will email you nearer the time.
Hopefully, all 4 of us will be with you. And we should all be on the same flight.
Thanks once again Ruth for a really lovely time. The holiday went too quick. Back to work on Monday. Just finished the final washing machine load.
By the way, the sun loungers were really good and comfortable.
Lots of Love
Pam, Dave and Karen (Nikki in spirit if not in body this year)
8 May 2009
Hotel Palazzo Catalani in Soriano is very nice... special recognition to the staff and extra praise to Angelo for his help on my travel plans.
Sandy R. via Twitter.com
Donnerstag, 7. Mai 2009
We wanted to say a huge thank you for making our family celebration week such a success! You couldn't have done more for us and we really appreciate everything you laid on. We will not forget the celebrations for our 60th birthdays and neither will all the family!!! They loved Schliersee, the resort , the area of Germany, the food, the music and of course the people and the friendly welcome from you all!!
We will be back and not before too long we hope - Adrian has a dream of renting an apartment in the area for a few months to use as a base, learning to speak German and exploring within Germany and Europe from there.
Anyway, many, many thanks and very best wishes to you, your wife and all the resort staff from us all -
Adrian,Sue, Freda,Sarah,Gary and Oliver, Rob, Michelle,Ruby and Archie, Debbie and Andy,Kate,Vikki and Iain.
06 May 2009
We have just arrived back from our holiday at White Sands Country Club which was excellent. We would like to nominate RACHEL the receptionist there for Employee of the month, she was excellent and went out of her way to ensure everything was fine. All the other staff were good.
Robert & Christina
04 May 2009
Hello Judy & Michael, Just wanted to let you both know, Earl & I had a successful trip on the train from Birmington to Lancaster, we even got brave enough to use the bus service a couple of times and super brave and took the train from Lancaster to Edinburgh for a day trip. I you see Tom the taxi man, tell him we found the Wetherspoon pubs in several cities and enjoyed the lunches. We really enjoyed our time at the Park.
Thank you for your help. Evelyn & Earl
Sun May 03 19:29:50 2009
Dear Mr. Cloodbeck,
I am certain you remember me from my last e mail that you so expertly had handled by Brian and made me a happy Diamond Resort owner, again. I just spent 5 days 4 nights in The Polynesian Isles Resort I in Orlando Florida. What a paradise. Clean, beautifully maintained and really with great people. Jessica, Sharon , Leema, Francia and all the ladies were exceptional. Mark Floyd is a manager that you should have in all your resorts. He is just wonderful and so easy to get along with. He did'nt make a big deal out of a small request and we really appreciated it.
Please, please see to it that they receive this response. In addition, I did attend another 90 min. talk. I did receive answers to a lot of my questions from John Pearce. He is a great young man with excellent potential. I really enjoyed the talk this time. I did not buy any additional points because the situation at our hospital is very scary and money, as you know, is tight. But I am working on it. I am telling EVERYONE Diamond Resorts is the timeshare way to go.
As a person who complains when necessary, I believe in complimenting equally so when warranted.
You are doing an exceptional job and I can see the difference in the general vibe to please this time. I hope it gets better.
With much appreciation, Angela
30 April 2009
Dear Clominda, Staff
Thank you for a wonderful holiday and a super apartment. Our family and friends all had a great time. Thanks also to Sharon for Friday night and wish her lots of luck in her new venture.
Hopefully we may see you all later in the year.
Jan & Terry
Dear Wychnor Staff,
Please find enclosed. The key for Grove Lodge 25. I am so sorry that I left without handing it back. I hope this has not caused too much inconvenience. May I take this opportunity to thank all the staff and to say that we had such a wonderful time during our stay at Wychnor.
Many thanks, kind regards,
Anne
To Barbara, Natasha, & Sylva,
Just a quick time to thank everybody at the resort. Have missed you all from the time we left. First day back (YUK!) raining. Still hope to see you all soon.
Thanks again. Love you all loads,
Elinor xxx
29 April 2009
To Staff & Corp,
You have done a wonderful job this week for our stay. You each one added your own touch to our stay. Thanks you so very much. We have my 86 year old Auntie Nell who doesn’t go too fast and everyone had patience with her. I thank you all for the help with making it easier. Jarred, Maureen and Dorin all should have a raise. They were experienced professionals who cater to your clients. They made our stay wonderful. They should be sent to our resort to teach them how to be as friendly and professional. Again they were great and I will tell my friends & family how great that we were treated.
Thanks again, Rado and Dawn
Dear all members of staff Los Amigo,
A big thank you for all help and assistance you gave me and my family during my fathers stay at Hospital Costa del Sol. Your quick reactions when he first collapsed and allowing us to stay during the whole time, has made us feel as safe as possible.
Wednesday, April 29, 2009
Hi Diego
I just wanted to thank you for arranging the accommodation and services on site for us to accord with our requests as far as was possible and especially to suit our early arrival.
We enjoyed our stay very much and will return again in the future.
regards
Eklas and Jackie
26 April 2009
Hi Maizy and friends.
It has taken a long time to get back to you and thank you again for your kindness and hospitality during our holiday at the resort, we think all of you are great people and you made our stay a very happy one and you helped us above your call of duty i.e. (the walking stick saga) so commend you for the CDM. (Cadbury dairy milk). We hope you are doing well with your Spanish lessons Maizy and have not started to learn the swear words, lol. (Laugh out loud). We would also say a special hello to Magnolia, the lady of many hats, have you heard the expression? if not I can explain. We look forward to another holiday at the resort and hope to meet you all again but don't know when yet.
Our best to all of you, ooxx.
Pete and Margaret.
Friday, April 24, 2009
I feel the need to express my satisfaction with the employees I encountered during my two-week stay. There was ALWAYS a smile, and the most helpful attitudes I have seen at the resort over the eight years.
Mario and Rosemarie - these two I saw the most and they are truly the best!! :))
Also, Glenny assisted me a few times and, ALWAYS helpful, kind and considerate. I was assisted by Germaine one evening and he was most helpful!
Also, KUDOs to 'Diana Esdaille' (I am assuming)? Who assisted Mario and Rosemarie the first day I arrived with my friends. She worked it out to get the first floor room in the area I requested for the two week period so we did not have to 'move' again!. . . VERY, VERY much appreciative of her and her willingness to provide and fulfill my request!!
ALSO, I must add, the 'cleaning staff' ladies were sweet as could be. . . I enjoyed the smiles and greetings everyday!
I commend Royal Palm for the excellent treatment we received. I have heard/read many negative comments regarding staff, etc. and I will definitely try to offset that reputation! First time for this group of friends I brought and they were most impressed with the Royal Palm, staff, etc!!
So, if you would, please acknowledge these people and commend them for a job well done!!!
(Also, the two guys (not for sure of their names) that stand in the lobby/taxi/lug suitcases, etc. are always a pleasure to see everyday)
Anyway, thanks for listening . . .my heart and 2nd home is my Royal Palm, WITHOUT a doubt!!
Have a beautiful weekend on the island! :)
Mitzi
April 23, 2009
Diamond Resorts Scottsdale Links Resort
Dear Ryan,
My name is Heather Cash, and I am an owner with Diamond Resorts. On two occasions within the last 2 months, my family and I have had the opportunity to stay at the Scottsdale Links Resort. On both occasions, Josh M. (Makoua sp?) worked with us to make sure our accommodations met our needs and expectations. Josh provided such excellent customer service during both stays that I felt compelled to write a letter acknowledge him.
I have a 4-year-old son with autism, and the purpose of our trip was for medical treatment for our son. It is very important to my family to make these trips as pleasant as possible for him; we do our best to turn what could be a negative experience into a positive one. Josh M. absolutely made this happen! He went out of his way to make sure our accommodations were perfect. He was extremely courteous and friendly, and we always knew we could depend on him to help take care of our needs. Rather than having a memory of an unpleasant visit to Arizona for medical purposes, my son has memories of an enjoyable; fun filled family vacation at what he now refers to as “Arizona House”. He can’t wait to go back! As an owner with Diamond Resorts, this confirms my decision to be a part of this time share organization.
Thank you, Josh! We look forward to seeing you again in the not so distant future!
11 April 2009
Dear Elisabete,
From myself and my wife we would like to thank all your staff for a lovely weeks holiday, we so look forward to our week with you all at Algarve. Easter 2010 seems a long way away, when we will see you all again.
We were blessed with the glorious weather we have had for the last week.
Carol
10 April 2009
Hello Alexandra,
Just to let you know we arrived home safely Wednesday evening. Also to thank you and your staff for a very good holiday. We are already looking forward to next year! Further to thank you for booking our stay with you in 2010 and for the use of the same apartment. Best wishes and a happy Easter.
Carol and Barry
07 April 2009
To all at Santa Barbara.
We stayed at Santa Barbara from 29th March to 4th April, and had a wonderful time as always. Thanks especially to Henri Anton for his invaluable assistance with our request to move apartments, and with replacing our stolen towels. Also the restaurant is now much improved, now that "Little Italy" is involved. Special mention also to Marco "Mr. Music", his entertainment is really lovely. Lovely to meet you Marco. Finally the staff that always require a special mention are all the housekeeping staff. The levels of cleaning in the apartments are second to none and you are a credit to Diamond Resorts and Santa Barbara.
We hope to see you again in the future, many thanks and best wishes from,
Dawn and David
4 April 2009
Dear Helen/Jeanine.
Had a very good journey back to England.! But now we have unpacked the suitcases, I thought I would just send a THANK YOU for the welcome we get each time we visit "our home" in Majorca.! We have a reservation for Nov. 7-14. (Jeanine has found it on the system), but I think it will be our eldest son Richard and his wife Claudia that will use it.! (Possibly Carol & me as well....don't know yet!) Anyway...despite the awfull weather, we did enjoy our stay last week...Many thanks again...
Paul & Carol
2 April 2009
Dimitrios,
Want to thank you and your fine staff for making our vacation in Schliersee such a memorable one. We had a great time and really enjoyed ourselves. I have attached a few pictures that may be of interest to you. Thanks again for all you and your staff did for us.
Tony & Beverly
30 March 2009
I just wanted to write and thank you for a great week. It is always a pleasure to come to the Alpine because we are looked after so well. A special mention for all the Reception Staff, Christine and the Restaurant staff. Everyone is exceptionally friendly and helpful.
We look forward to returning next year.
Tirion
27 March 2009
We returned last Friday from our break at Royal Sunset. Again we had a great time. Once again we would like to thank all the staff for their welcome and friendliness. The cleanliness is superb as always. Thank you and we can't wait till next March.
Yours Sincerely, Pat and Yvonne
To Sylvia and all the staff,
Thank you very much for all the help and friendship during our stay at Los Amigos. We hope to be back at the beginning of 2010 per our usual break.
Best wishes to all staff and yourself.
Ken & Sheila
26 March 2009
Sir, After this our third visit to the Royal Tenerife G&C club we think it is time to tell you all in the Big House how good it is, and how wonderful the staff treated us. The manager, Dragana. J., asst, Eva, and all the reception deserve some sort of recognition!
Your happy members Dan & Doreen
24 March 2009
Carlos,
We have now returned safely to our home. Our stay with you at the Vila do Golf was most enjoyable, we were pleased to be with staying with you again. May we particularly thank you for your help during our stay. Our regards and best wishes to you and all your colleagues, we look forward to being with you again in the not-too-distant future.
Medwin and Molly
We have just returned from our week at Cala de Mar and we want to congratulate everybody involved with the resort. Our special thanks go to Carmen Lorenzo for meeting our wishes and looking after us very well. The weather helped, of course, but we were very impressed with the overall standard of the accommodation and the surroundings. This was our first visit but will almost certainly not be our last!
Thank you all once again.
Len and Mary
Just a line to let you know again how much we enjoy our stay with you all at R.S.B.C. We are amazed how you all manage to keep the place looking so well after 20 years of use. It was nice to see the friendly faces on reception again, the new refurbished apartments are very nice looking forward to using one in the future but 222 was ace with the morning sun. The boy's certainly livened the place up for five days, good job they just missed the three girls.
Looking forward to seeing you all next year
Sue and Geoff
23 March 2009
Thank you. We had a lovely time at Santa Barbara. Everyone was kind and helpful. We were very pleased with our apartment. We wish you the best.
Mary
22 March 2009
Dear Mariano,
Just a little note from us to thank you for your kindness. Thank you so much for your happy smiles and for the way you looked after our apartment.
Norma & Ron
To Customer Service Manager
We have just returned from another happy holiday at the R.T.C.C. where the manager Dragana Jovanovic, assistant manager Eve Bascones and their team of receptionists, maintenance staff and the ladies like Dorra who looked after the apartments are like one happy and friendly family.
So would you pass on to the manager Dragana Jovanovic and the rest of her team our heartfelt thanks for allowing us for just two weeks to feel part of their happy family.
Margaret & Don
21 March 2009
Just a quick note in appreciation to you and for your excellent staff in making our family holiday this year an exceptionally good one.
In today’s world to be welcomed with by a smiling face is getting rarer. However every staff member either my wife, brother or myself had dealings with no matter how significant our needs were was dealt with in such a professional, courteous and pleasant manner it was a credit to you. Thank you and also to them.
Everyone from the hard working cleaners, the pool attendant, the entertainment and bar staff and not forgetting the very helpful receptionists made our stay one to remember.
Once again the resort is a credit to you and thank you to one and all and we are really looking forward to our return with you at RSBC March 2010.
PS One lady I felt needed a special thank you and that was the lady that telephoned me in the UK prior to our holiday. She even found 5 to 10 minutes outside the resort whilst on her lunch break to chat and what more need I say. (I think her name was Karen but unfortunately my memory for names is shocking, but please if you can direct our comments to her I would be most appreciative.)
Gratefully yours,
Andy and Judith – Members for many years and this is the first time I have felt the need to write in this way.
18 March 2009
Having last September stayed at the RSBC in Tenerife and having received what I consider to be totally unacceptable and shoddy treatment from senior management at the resort, my wife and I anticipated at planned stay at Santa Barbara this month with some trepidation.
I am pleased to be able to say to you that this resort is at a totally different level to RSBC. I can truthfully say that in all our years as members we have not had such a relaxing and enjoyable holiday as that we have just returned from.
I had e-mailed the resort prior to arrival and requested if possible specific facilities, we were delighted to find all our requests fulfilled beyond our expectations.
The staff at SB are all willing to assist members in anyway what so ever. Questions were answered, problems resolved so quickly one did not realize there was a problem in the first place.
The pool bar and resort restaurant were superb and cannot be praised sufficiently.
I would like you to be aware of the high standard of the SB resort and to accept our thanks on their behalf for restoring our confidence in THE Club.
Tue Mar 17,2009
Dear Mr. Brown:
My husband and I recently returned to North Dakota after spending a month at your resort. We wanted you and your staff to know how much we enjoyed our vacation. Every member of your staff we came in contact with went out of his/her way to make sure that we had what we needed to enjoy our visit. We also appreciated the fact that you made arrangements which allowed us to stay in the same unit without moving during the stay. I know Jonathan was also involved in making this possible. Thank you.
At first we were a bit disappointed to learn that the pool would be renovated during our stay, but once again arrangements had been made that more than made up for the disruption.
Thank you to Eric, Ashley, and all the others who made this such a special time along with Lezlie Schmitt of your sales department. We have visited several other vacation resorts, but none of the others begin to compare to yours. It isn't the fancy surroundings that necessarily make the best vacations. It is the friendly faces and greetings that make us want to return. We look forward to seeing you again next year.
Edwara (Jim) and Sherry
Fri Mar 13,2009
Hi Stine,
I must say that our stay with you last year was delightful, we all had a wonderful time and the help you personally gave me in organising the extra night at the all inclusive hotel up the hill made the holiday all the better, thanks very much for everything you did for us. We do like to experience as many resorts as we can so it may be a couple of years before we come back again but Jardines Del Sol Resort is very high on the list for a quick return.
Steve
10 March 2009
Dear Wychnor Park Staff,
Allan and I just returned home and we’d like to THANKYOU for making our stay with you last week so enjoyable. We really had a wonderful time. Especially, we thank Michael who is an amazing guide! How he can remember all those facts!
Also, Clorinda for helping me with your internet machine! I really suggest that you get Wireless!
Once again, thank you, thank you. We hope to return at some future time… perhaps even as a Diamond member. I wish now we had sat in on “the talk”.
Debra & Allan
Monday, March 9, 2009
Hi Jeff,
You may remember Jane & I as UK members of DRI US. Despite well documented issues with the old Sunterra administration we now own 34,000 annual points in DRI.
We, as many other members, were somewhat taken aback with the hike in maintenance fees for '09. However...............
We have just returned from a week at SBGOC in Tenerife, and would like to record our very positive observations on the way in which the level of provision at this resort has progressed since our last visit (Dec '07). The property in general was much "sharper", in terms of:
Cleanliness - Appearance & helpfulness of all categories of staff, particularly Pablo on reception, for who nothing was too much trouble! (on a slightly negative note, I was the only guest in the gym one day, when a member of staff - who I later discovered was the resort manager - walked in and completely ignored me! Which is not the level of customer service we are used to from DRI resort managers!!)
Improvements in progress - refurbished units (we had one!), maintenance of gardens/shrubbery, sunbeds & pool towels (have you thought of offerring a free trade-in to members with old Sunterra towels, of which there were many in evidence, and I'm aware that the Chairman wants to rid the world of "the swirly thing"!!)
Jane has a reservation to return to SBGOC with her Mother in June, and is now looking forward to the trip even more, prior to our annual 3 week visit to the USA in July/August (we used our additional points to do the Presidential suite at DBR Florida!!)
Whilst we could obviously do without the increase in fees, it does seem fairly apparent that members are seeing an investment in resorts in return. We are also very impressed with and interested in, the acquisition of properties in new locations - Australia, China and Asia, which immediately increases our travel potential.
I suppose our only concern, is that if fees continue to rise at the same rate on an annual basis, the cost will eventually become prohibitive, but I suspect the organization cannot afford to let this happen (no doubt we have all read the comments on the various web-based forums).
In conclusion, I trust these observations will be taken in the spirit they are meant (if you are interested, I still have observations about the lack of synergy between DRI US & Europe!). I am aware that DRI has received some bad press recently with regards to costs, however, Jane and I are at present, looking at the "bigger picture" and hope we are right in feeling that "The Cloobeck era" has a very positive feel to it, and at the end of the day, you only get what you pay for!!
Lee Stephens
March 2009
Dear Ms Doris Moessinger,
My husband and me were pleased to have the chance to spend a few lovely days in February from 10th to 14th at your splendid Alpine Apartment Hotel. We found the area and the skiing facilities so great as well, that we decided to go back again next year. We hope that with the help of Interval International we will be able to do so. We are thinking of exploiting our exchange system.
We were told that a bigger unit (for 6 people) cannot be a problem either. Do you think you have vacancies for 2010 March? We would prefer a 3-double-beds apartment.
All the best and thank you again for your helpful and kind staff (especially for György in the restaurant :)
Edit & Zsolt
Feb 26 03:23:07 2009
A big CIAO to you All from Italy.
Hello We have just returned from Italy and a four night stay at the Palazzo Catalani From time to time, we have felt the nee to be critical of resorts, this time, we feel the need to register our compliments, particularly Antonella and Sara on reception and the restaurant team. It probably goes without saying that the accommodation was first class too.
Edward & Gail S.
Thursday, February 26, 2009 12:17 PM
Great Stay
John, I am sorry that I did not get to meet you on our recent stay at Grand Beach. When I was in the lobby, I looked for you, but knowing how busy you must be, I did not ask for you personally. But I wanted to tell you how much we enjoyed our stay. Your staff was very congenial and helpful and the amenities of the resort were wonderful. The addition of two computers in the lobby is wonderful, and helped me keep up to date on my e-mail.
I especially wanted to commend Marg at our check in. She was most helpful, and was able to accommodate our request to hold our luggage, as we were not checking in until much later that day. Her helpfulness saved us from a big headache that we had never considered. Please pass onto Marg the thanks from the L. family.
We hope to return to Grand Beach next year. My dream is to purchase a unit at your resort, but in these tough economic times, I don’t know if that will happen.
Best wishes for the continued success of your resort as well as your personal professional success.
Tom L.
mardi 24 février 2009 12:53
Passport Problems!!
Dear All,
Dr. Miller and I would like to thank you very much for your prompt help in solving our problem yesterday and arranging for Mr. Miller's bellybag including passport to be delivered to us at Nice Airport. I don't know who was on duty at that time but thank you so much for your help. We were rather upset as you can imagine and our mobile phones did not work to phone you ourselves. The airport information office was very helpful in making the phone call for us. However, you saved the day for us and went above and beyond the call of duty.
We really enjoyed our visit to Mougins and look forward to seeing you all again soon.
Dr. & Mrs. Miller
February 22, 2009 6:57 PM
Hi John,
Sorry this email is way overdue!
We just want to say THANK YOU for all that you did for us with our issue with week 5 unit 7114. We can't thank you enough for helping us. We learned a lot with the Timeshare 101 !! and now I do believe we know what not to do!!
We absolute love coming to St. Maarten and look forward to it every year!
I doubt if you will be at the Flamingo come January 2010 ...I know you need to get home to your wonderful family! in Florida... but by chance you are there it will be good to see you again!
Thank you so much for everything you did for us. We really appreciated your help.
Have a great rest of the year!
Ed and Paula H.
February 21, 2009 7:31 AM
Re: Your stay at club del carmen
Lorraine,
Thank you very much for checking this out and amending.
Please pass on our thanks to all at reception, you and your staff were excellent throughout our stay, and afterwards!
Also a very special thankyou for finding my wife's watch that was indavertantly left in the safe. It is not a very expensive watch but has sentimental value our your response to our rather panicked phone call when we returned home was very much appreciated.
Regards
Paul and Ann Marie W.
16 February 2009
Dear Ms T.,
Re: Sarah R; outstanding service
I just wanted to drop a line to express sincere thanks for the outstanding service and attention to detail that Sarah provided during my recent visit.
I believe that Sarah is actually the Receptionist for the Hall, but on this occasion she was 'Acting' Duty Manager. Praise must be given for her outstanding professionalism and enthusiasm; she is a credit to the company.
John L.
February 14, 2009
To whom it may concern.
Please may I bring to your attention - employee Allana, employed by Tenerife Sunset Bay.
This young lady is a credit to your company - pleasantly, efficiently and professionally - she dealt with our problem. In modern language - "She went the extra mile." We therefore feel that this should be brought to your notice.
Joan & Frank T.
February 12, 2009
The Best Customer Service from Mirian C.
I am contacting you to let you know what a wonderful employee you have in Mirian C., Reservations Counselor at the Grand Beach Resort in Orlando! After getting the "runaround" from Diamond Resorts corporate, no answer to emails sent, messages I have left, Mirian resolved the issue that I had. Mirian resolved the issue of my credit of $250 toward my 2009 maintenance fees for attending an update back in October of 2008 at the Grand Beach Resort in Orlando. My account now has a zero balance thanks to her diligence in getting to the bottom of the issue and making the right contacts to resolve. She did not pass me off and followed through! This has been the best customer service I have received from Diamond Resorts. Please note her stellar performance as a professional and loyal employee.
Nancy R
13 January 2009 14:59
Hello to all,
My husband and myself returned home on Saturday evening after spending another very enjoyable holiday at La Quinta. (only downside was the weather - but I understand much better in Spain than the UK).
We would like to thank ALL staff for making our stay very pleasant and comfortable. Nothing was too much for trouble for the reception staff in particular. Two family members joined us for one week, they also enjoyed their stay and pass on their thanks. We all spent a very enjoyable New Years Eve in the clubhouse thanks to Howard, Debra and their staff.
Many thanks again, and we hope to return soon.
Best wishes to all for 2009.
Dulcie L.
Wednesday 7 January 2009 16:17
Before I deleted this email I wanted to say thank you for making our stay at Palazzo Catalani so enjoyable. Not only does Palazzon Catalani provide beautiful accomodation but our stay was made especially memorable thanks to the friendly and helpful staff on reception.
Thank you so much.
We hope to stay with you again sometime.
Kathryn S
Wednesday, January 07, 2009 7:30 PM
RE: lost items
I just want to take a minute to commend your staff at your resort. We had a very pleasant stay there in Gatlinburg. Your resort is very nice and you could certainly notice that your employees take pride in their job and resort. We were met by your great staff, who took the time to assist me and my family on several issues. They were always there to answer questions. Every time we were around your front office we were greeted with a smile and a cheery person ready to tackle the world for us. That goes a long way these days in the world that we live in.
A couple of examples of the excellent service we received:
There were a couple of ladies who worked the day shift there that took the time to search out area Orthodontic clinics in an attempt to help us remedy a problem that my wife and I created when we had left home without some necessary equipment for my son's braces.
Your p.m. staff workers were supreme as well. Shawn made us feel welcome with his cheery optimist attitude. He gave my son and I some great advice on the local ski areas as my son was a first time skier and we needed the help. His demeanor and customer service is excellent. This was our second year coming to your resort and I can remember him as well from the previous year.
In a word....Your resort rates "EXCELLENT" in amenities and customer service!
Please tell your staff there, "Thank You" for their great customer service they provided to my family during our break.
Dan B.
06 January 2009 16:50
Just back to work after a great week away at Wychnor and thought I would write to say thanks for all your help before our arrival with the New years Eve festivities booking.
We had a great time during our visit, so thanks to you and all your colleagues for a very enjoyable stay.
Mark
05 January 2009 21:46
Dear Phil and everyone on staff at the Royal Oasis Club:
Thanks a lot for making it possible for us to have a fantastic stay in Andalucia last week. We appreciate your helpfulness!
Pat M. and M X.
Northville, Michigan, USA
Mon Jan 05 20:09:24 2009
My wife and I, together with two old friends spent the week of New Year with you at the Cromer Country Club celebrating our ruby wedding anniversary.
We are members, our friends are not - however, they have accompanied us to several of the British resorts. We have also visited resorts in the Canary Islands, the Balearic Islands and mainland Spain. We usually holiday in the quieter periods because we prefer it that way.
Having given you a very brief resume of our collective experience concerning holidays with (successively) GVC, Sunterra and Diamond resorts and though we completed the usual 'end of stay' pro-forma, we are pleased to give you a slightly more in-depth view of Cromer Country Club as a resort.
There is nothing strange in the fact that we all felt the same way about the entire week; every individual experience was brought to the table and discussed - so if you will forgive us, we will continue as if with one voice.
It would be extremely unfair to single out any member of staff for special mention with regard to manner, attitude, willingness, helpfulness or any other inter-personal skill - since every member of staff that we met or had cause to speak to, behaved and performed their various roles impeccably.
The entire staff were so friendly and obliging, without any trace of stiffness or the usual formality that normally goes with efficiency. We all felt that we were 'special' and that we had been treated that way whenever we had cause to ask questions or seek a service; what's more, it was all totally natural - not forced or feigned. The resort is very fortunate indeed to have assembled and be able to maintain such a team.
The whole experience was one of sheer brilliance.
The whole site and the facilities - such as we were able to experience in the terribly cold weather - was well maintained, very tidy and generally very well cleaned. We are well aware that the site is undergoing a rolling refurbishment and have made reasonable allowance for that in our assessment; we still feel that we have not been overgenerous in our praise. Members of staff who could have simply stood or sat waiting for something to do, were observed clearing, polishing, tidying and generally making their work-place or facility more appealing to us, the visitors.
We are also aware that the Amber restaurant is a franchise and as such not truly a resort responsibility, however, we also thoroughly endorse the quality of the food and the excellence of the staff for exactly the same reasons as the rest of the resort - they entertained us Royally.
The collective pride in the resort is a palpable thing and very rare indeed in these days where selfishness is the norm.
That pride is something that we feel should be rewarded and as such, the reward we would like to give to all is the knowledge that we consider Cromer Country Club worthy of being the bench-mark against which other resorts should be measured.
The resorts we have visited at other times have been very good indeed but still fall short of your overall performance.
In todays' climate of whingeing and baseless carping, when an individual or a group of people provide a service of such quality that it stands out from the rest, we believe that such people should be made aware of the beneficial effect on the lives of others - that is the reason for this e-mail. We would also be obliged if you would be kind enough to bring this e-mail to the attention of Mr. Paveley in what we believe to be his capacity as Chairman of the Management Committee, since we have been told how hard he works in the interests of the members and all who use the resort - indeed how much pride he too has in the resort itself.
Thank you all for your contribution to a marvellous and very memorable holiday.
Fred & Margaret D.
04 January 2009 19:53
Hi
Just a quick note to say thank you for the great holiday. As usual your staff were great house keeping, maintenance the lot all who made the holiday a pleasure.
Hope to manage a holiday in the summer but if we don't c u at christmas.
The Knowlands
02 January 2009 17:21
Hello from the Martin Family, we stayed at Club Del Carmen from 25th December to 1st January 2009, and just had to tell you how much we enjoyed our recent holiday.
All of your staff are very friendly and welcoming.
Special mention to Victoria our housekeeping lady from Villa 5, also special thanks to Mandy on reception who arranged our up-grade from Apartment 2E to Villa 5.
The resort is run and managed very well and nothing is too much trouble for the staff.
Very much enjoyed our holiday and look forward to our return on 18th July this year, see you all again then.
Best wishes to all Club Del Carmen staff.
Happy new year.
Monday, December 22, 2008 9:02 AM
To all at Sunset View Club
Ivan and I would like to wish to you all a very Merry Christmas and Good Health for the new year ahead. We had an enjoyable stay at Sunset View from 5-12 December. The weather was a bit disappointing but the refurbished apartment we had made up for it. You're all first class staff and we really appreciate that. We had hoped to return in August 2009 but there does not seem to be any apartments available. Any way till we meet again please all take care.
Kind Regards
Wednesday, December 17, 2008 11:13 AM
Hi Michael,
This email is to let you all know about the excellent customer service that Elise provided me. I stayed at the Villa Mirage with my Mother and Sister. We checked in on 11-29-08 and checked out on 12-2-08. We were in room 129P. I had forgot and left my cell phone charger in the room. I had it plugged into the outlet under a table between the couch and the bed. I think that the cord had fallen on the floor. Anyway I discovered what happened on Saturday 12-06. I called and was transferred to someone in house keeping. I explained what happened she checked and did not have it in lost and found. I asked her if she could check in the room. She told me that she would call me back. She never called me back. So I called back on Monday and spoke with one of the guys in the office, and explained everything. The room was occupied, and he told me that the couple were sleeping. He told me that he would call me back. So I called back Monday night and spoke with Elise, and again I explained what happened. She told me that she would call me back. She did call me I believe with in about 45 minutes and she had found my charger. She told me that it would be sent out the next day. I think that I received it on Monday 12-15. I really appreciate the service that Elise provided. She did go above and beyond. Please tell Elise thanks from the twins with the bikes.
Caroline
Sun Dec 14 10:01:33 2008
I am new to this venue, old to the world of communication via post and a good sincere greeting. I rummaged through time share even when the scurrilous continued to wreak havoc on the industry. I've owned GVC, Sunterra and now Diamond. In my 18 years of ownership, THANK goodness for this Diamond company. Their sensitivity to my needs (old and bit difficult to get around) have been listened to. The caliber of peoples working in the resorts I have personally found to be brilliant and the sheer comfort Bea and I have found has been both consistent and relaxing. At 86, I have 2009 already booked through. (Optimistic, aren't I) I have watched the various messages come forth; yours has a ring of sensibility and civility. Cheers! I have read of how people find US/UK verbiage incomprehensible, you are correct. However, as a former solicitor I also have watched how people grab on to analogies like a terrier, and seem not to let go. This is unfortunate. The maintenance fees, points, VAT and on and on. Heavens ... I just paid my fees yesterday for 35,000 points. (all, GVC, Sunterra and DRI acquired) I absolutely understand the "pure-point" connotation and thereof ... it denotes a price paid and a belief in the benefits of this club. If my neighbor had 35,000 points bought from various other sources, and used them to offset his maintenance fees, and I had 35,000 points always purchased through the company, I would find permitting him to pay down his maintenance using those points a dereliction of good business and an effrontery to me. Last point, as supper is soon. Whoever this chap "Patrick" is; my earnest thanks to him for his consistent and even manner in response ... If you do work for DRI (as some inquired of why you do not use your DRI email) keep up the assistance, and never mind the cheeky comments you are sometimes saddled with. Clubs often are not meant for everyone, both related to fees/dues and certainly rules, policies and such. Why should any company tailor make several small clubs, due to individuals sometimes mean spirit and lack up acceptance and/or understanding. Keep moving DRI ... you have many a fan and few of foe.
Cheers, (supper time)
Wally
Tue Dec 09 08:35:30 2008
Dear Mr. Cloobeck, I wanted to write and say thank you for helping get our situation "fixed." I also, want to praise the people in the chain of events and thank them (through you, I don't have their emails). Patrick Duffy was really "Johnny on the spot" followed by Joann Van Hoff and Jeff Sheldon. They were all very responsive, concerned and polite and I commend each and every one. I look forward someday to meeting you.
Tue Dec 09 07:33:22 2008
Although from Scotland, I am writing this Email in Sahara Sunset, on the Costa Del Sol. My wife and I have invested in time share points to the level that we can spend the winter, 18 weeks, at our preferred resort, Sahara Sunset. This will be our 12th year doing so. Last January, I was privileged to spend time with you during one of your whistle stop visits to Spain when we discussed many things. At that time you asked for feedback about the types of changes that you envisaged, so here is my review of your "Score Card". Now that the 2009 management fees have been announced, for the second consecutive year I am hit with a significant rise, the down side of owning 26,000 points. I fully understand the effect of world financial chaos and the Euro exchange rate scenario, so look beyond that to the Diamond Resorts International portion of the rise in fees. If the old adage, "you get what you pay for" holds up, then the increase is palatable, so does it? The first change that we see is the Concierge Service Staff, welcoming us to reception with a smile and a welcome drink, excellent relief after a long journey. Then to the Reception Staff, nearly of whom we have known for years, so their enthusiasm and desire to please is obvious. The booking in process is slick and quickly we were in our apartment. Not a refurbished unit, but one of our choice. As we moved through the resort renewing old acquaintances it was clear that a number of detail improvements had taken place, but that all of the staff had this sense of commitment to please their customers. So the high standards previously established at Sahara Sunset had clearly been maintained and possibly improved in some areas. We then met the new resort manager, Salvatore Di Caro and it was instantly clear to me where this extra staff motivation came from. Salvatore seems to be driven by a real understanding of the nature of the tourist business, the effect of global crisis, the very real competition out there and the need to make his resort simply the best. All of this in a "Hello, I'm Douglas Murray" 20 minute meeting. I am very impressed with this man, and if he does not burn himself out, I look forward to saying hello to him for many years to come. I have looked at the apartments currently refurbished and at next year's refurbishment plan so conclude that my hard earned cash is being managed sensibly. Therefore Stephen, upbeat as this initial report card has been, I will pay my fees with a smile and we will enjoy the next 16 weeks of our stay at Sahara, but there will be a final, and maybe even an interim report card issued, just to ensure that nobody takes their eye off the ball. Well done, and have an excellent Christmas break. Julie and I intend to.
Douglas
2008-11-28 09:10:01
My wife and I have now spent almost three weeks at the Marquis Villas, and we just would like to let you know how much we enjoy the resort (the apartments with pool view). The location is great, and the units are large. Most importantly though, is the staff running the resort. You probably receive much feed back from owners who are complaining about something, so I just would like to let you know how impressed I am with the management and front desk personnel: they are very friendly and helpful, and very professional in the way they handle their work. I will particularly like to mention Nick and Char, as well as Faustina and Maria: always a smile and friendly word, and alway prepared to provide service and solve problems. Top quality people. With people like that running the Marquis Villas, it is easy to spend three weeks here - and we will be returning next year!
Sincerely
Jan and Liv
Wednesday, November 26, 2008 4:18 PM
Dear Martina & the fine ladies at reception, Alpine Club Resort
Thank you for your wonderful hospitality during our stay last week. We truly enjoyed ourselves in your beautiful country and will try to return one day. You have a very nice hotel and we will recommend you to anyone! I've contacted RCI and told them of our thoughts and I hope they contact you.
Mike & Ellen
25 November 2008 12:31
Many thanks for the info we have just returned from Royal Sunset Beach Club could you pass on to one of your managers that we had a great time and Ann and Ruth were great and helped my party enjoy a great 60th birthday for my husband.
Ann
21 November 2008 19:43
To ALL at Jardines del Sol,
We returned home yesterday after a really wonderful holiday at Jardines del Sol. The accommodation was superb, ALL the staff were very friendly and efficient, and the whole resort was run extremely well, and we just wanted to say thank you to everyone and we hope to see you all again soon.
J & M J
jueves, 20 de noviembre de 2008 17:00
Both my sister and I would like to thank you for your kindness, understanding and help back in October when our mother died. You made it easier to bare helping organise the flights and taxi's etc.We are hoping to be back in October next year, or if there is some way we can arrange it we would like to bring my dad over for Christmas as understandably he does not want to stay at home, well neither do we really, and he has expressed a wish to come back to the Royal Sunset as it is (was) a place they both loved.
Please give our regards to all our friends in RSBC
Deb
Mon 17/11/2008 11:43
Good morning,
My wife and I have just returned home from another fantastic week at Los Amigos and would like to thank all the staff for their input in making it so enjoyable. We stayed in apartment 36c from 8th to 15th November, this being the second occasion this year we have used Los Amigos as we were there from 8th to 22nd March staying in apartment 12a. On both occasions these apartments were not the newly refurbished. During our visit we had the opportunity to view a refurbished apartment and were most impressed.
Norman & Madeleine
17 November 2008 17:46
Thank you very much to everyone at Sahara Sunset for such a positive experience. Usually coming on holiday without my husband means an exhausting week if I have to cope with my daughter's wheelchair. This was not the case as the resort is so wheelchair friendly, especially in the RG block. Benalmedena too is so much better for wheelchairs than it used to be. We had a good week. Big holiday resorts are not my first choice but this was so welcoming we could be back. I stayed in Royal Mirage the year the indoor pool roof was blown down and have also been at Los Amigos but this time the experience was the best for the South of Spain. Thank you all. The restaurant was good. The taxi driver was not much help. He let us off in the middle of Fuenguirola. I did not have Lindsay's wheelchair but she managed to walk with her walker so was very hungry when we arrived. The meal was very good.
Helena
So 16.11.2008 13:12
Thank you for your e-mail. Yes, we now realise that the last nights bar bill has not been added to the final amount. Thank you for settling this amount onto the credit card I provided you with. May we say how much we all enjoyed our stay at the resort and are looking forward to our next visit. All the staff were very friendly and helpful, and the facilities wonderful. We especially liked all our evening meals at the restaurant and would wish you to send our compliments to the chef. Our trips out with Dimitri were equally marvellous and cannot wait for our next trip with you.
November 13, 2008 1:55 PM
Hello Patrick,
We hope that you are well. We have just had news that all our points have now been transferred. Thank you so much for your work in ensuring that this happened. We can now begin to use them properly! As promised I have written to the chairman to let him know just how pleased and grateful we are that we were put in touch with you - you were very kind to us and put our minds at rest. Thank you once again and if you are ever in Wales then you have a place in a little welsh hill farm!!!
Many thanks Elaine and Richard.
09 November 2008 11:19
May I take this opportunity to say thank you on behalf of my wife and I for the kindness and attention we received during our recent stay at Pueblo Quinta. We would like to thank Alexandria, Phil and of course Simone for their help after Jean had had the accident. Simone was more than helpful and her concern for Jeans well being was apparent and very much appreciated. We would also like to pass on our many thanks to the lady who kept our apartment spotless. Thank you for help, and if we decide to come to La Quinta at some time in the future we hope to personally give our appreciation to you.
Thank You All
John and Jean
Samstag, 8. November 2008 10:47
Dear Dimitri, You helped to make our visit a memorable pleasure and I thought that you might enjoy a couple of reminders. On a wet and grey November day here, it is pleasant to remember the late summer days that we enjoyed at your delightful part of Bavaria.
Many thanks again Carol and Alan
2008-10-04 03:30:02
This is to let you know how much we appreciated both the excellent hospitality we experienced on our recent three-week stay at White Sands Beach Club, and also the exceptional level of help that you gave us when we had problems with our return flight home. When we discovered at the end of our second week (12th September), the demise of XL Airways, with whom our flight was booked via Diamond Resorts Travel Club, you and all the reception staff put in a lot of time and effort to clarify our circumstances. You and your staff not only provided reassurance throughout the following rather anxious week, but also took a lead in identifying possible alternative ways of returning home. Despite the fact that it was frustrating and time consuming, given the absence of clear information, you remained resolute and cheerful, and as a result we felt well supported and more relaxed. The alternative flight that you found for us and helped us to book was at a reasonable time and very reasonably priced, considering the circumstances. As a result, we arrived home in good spirits. So this is a big thank you to you, Jo, in particular, and to all the other staff who helped, especially Hiske, Isa and Emely. The extensive notes you provided for the other staff, on the procedures needed meant that even when you were not present things went smoothly. We are copying this to Stephen Cloobeck, so that he is aware of the high standards of the staff at White Sands Beach Club. Your commitment to ensuring that customers have the best possible holiday, even when something outside of your control goes a little awry, was exemplary.
We hope to visit again soon. In the meantime,
Very best wishes to you, and all at White Sands, Linden and Geof
I don,t know if you remember me ,we met at the AGM in Edinburgh (We were the folks who stayed within site of the hotel!) and we spoke when we were staying at RSBC the last 2 weeks.
I am writing for two reasons first to congratulate you on the changes that you have made ,now and in the future, to the various things about the resort like the catering which I think will be first class when all the small problems that occur in a new system are ironed out.
Also the entertainment in the evening and during the day-time i am sure will be much improved once Van's, ideas are fully implemented.
I think what your are doing both now and propose for the future will ensure that RSBC will always be a great place to spend our holidays,as we have been coming every year since the resorts opening in 1990(?).
I wish you all the best for the future and I think you are doing a great job under the trying conditions that the refurbish programme must be giving you.
All the best for 2009 and the future
David Ross
Nick,
Thanks for all that you & your staff to make our stay most enjoyable. Thanks for the tickets to the festival, the show & the golf tournament. Thanks for the golf... I really enjoy playing the game with you. Most of all, thanks for "ordering up" such fabulous weather! You set such high standards that exceeded all anticipation! Give my best to Char & thank her again for me, for always going out of her way to make certain everything is the best it can be.
I'm still looking forward to my next trip there whenever that may be.
Dear Bridget,
My wife Jane and I have just returned from spending a week in T22 at Woodford Bridge and we have to write and say what a brilliant week it was.
We cannot single out any one member of staff for recognition as all of you, from your self down, were the epitome of customer service. Everybody was helpful, friendly and willing to go out of their way to make our stay perfect. Even the peahens and peacocks.
The Resort was magnificent and our lodge was ideal (other than the en-suite could do with a towel rail). I had a massage on an injured shoulder which is now 95% right. My wife played bingo for the 1st time and we didn't miss a session from then on. She also had her 1st go at Karaoke. We could not have asked for a better holiday.
Thank you. We are already working on when we can return.
Please say a big thank you to everyone.
Looking forward to seeing you again soon.
Tim M. and Jane D.
I was with my parents in Tenerife few weeks ago, from 9th till 16th of January. We stayed at the Sunset Bay at Torviscas. The weather was good and the place was nice. But it was the staff of the resort that really made our holiday great. I work and study at the hospitality industry and I know something about good service. Still I have never had such a great service that we got at Sunset Bay. Especially lovely was the front office who were always happy to help and eager to give tips where to and what to do (like to Los Gigantes). It felt like we were taking care of. Also our resort home was great. It was peaceful and it was made sure that it was clean troughout the holiday. The housekeeping came everyday (which wasn't necessary). Also the housekeepers were very nice to us. I just wanted to thank the whole staff of Sunset Bay. You are doing a great job!
Karoliina K.
Just wanted to say thank you for everything.
For all your kindness when my Mom was taken ill and rushed to Lancaster Hospital where she was for a week. Especially Stephanie and Chelsie at Pine Lake for arranging my accommodation at the last minute. The flowers were greatly appreciated by my Mom and myself and I even got a hug when I was feeling overwhelmed by all the worry. Being on my own and away from family and friends at Christmas all your support really was a boost and a comfort.
Thank you all again,
Breck P. & family
Sorry I didn't get a chance to say bye to you personally on Friday when we were leaving the resort. Could you please pass on not only my thanks but also my brother Johns thanks to all the staff working on reception who made our stay at the Royal Sunset Beach so enjoyable. On returning home John wished he could have stayed another week or two which really surprised me. I hope the half board venture proves to be a success and it is is still offered in September here's one guest who will be going for it. After having two evening meals in the restaurant I have to say how impressed I was with the food and the service provided. Thanking you and your staff once again.
God Bless
Hi Clare,
Thank you all very much for making our stay at Broome Park for my birthday so memorable. We all enjoyed ourselves, especially our granddaughters. It was lovely using the swimming pool and sauna. Hopefully see you all again sometime soon. All the best to you all for 2009.
Thank you for making our stay with you (13-20 December) such a comfortable and relaxing one. We appreciated the helpfulness and friendliness of all the staff. In particular, we would like to thank you for forwarding the clothes which had been left in the two-bedroom apartment. Best wishes for 2009 to you all.
Mrs. E. Juniper; Mr. & Mrs. M. Juniper
Hi Ray,
Hope you're doing ok. Here's some pictures of you both hard at work entertaining the guests - we really appreciated your hospitality (& Paul's). Thanks, hoped the picture of the big badger could have been better, but beggars can't be choosers. Best of luck for the new year.
Trevor and Joyce
Dear David:
Enclosed, please find self evaluations of my stay at the DBR, during the time frame of 10/22/2008 through 10/29/2008.
As an owner since 1999, it is always a privilege to visit the time share location that makes me feel at home and WELCOME.
I like your manager style, MBWA (management by walking around) and greeting guest as they arrive on a daily basis. This form of supervision is like trickle down economics, it shows in the employees that you supervise, by their positive mannerisms they display and always willing to help to make our stay at DBR a PLUS and a return on our investment.
In closing, I would like to say, THANKS to YOU and YOUR STAFF for the courtesies shown me and my guest during our stay.
Wishing you and the staff a wonderful Holiday Season and continued success.
George
Dear Suzanna,
Thank you very much for arranging to have the mirror in 13C. It has been a great help this week.
I had looked for you to thank you Personally but Silvia tells me you are on holiday this week. Hope to see you in September.
Sheila.
Hi Tony,
We have just returned from three weeks in Tenerife and missed most of the bad weather. Spent two weeks at the Golf - one at the Royal at San Andreas, the other at Santa Barbara. As usual the accommodation was superb. Room for six for just the two of us at both locations and brilliant service and cleanliness.
Your "Golf" blog was very useful although we know the area very well. We used our "Green Banana" card a few times, especially at Gullivers where I loved the fish and chips' would you believe. However, the best meal of all was at the Santa Barbara restaurant - really absolutely first class, from the young man who first brought you in (can't remember the name), to the waiters and the service. Not much more expensive than far inferior places but with plenty of class and absolutely superb food! Unfortunately we had left it to our last night at the Golf as is our wont (my wife wanted our third week to be at Costa Adeje for a change) so I couldn't repeat the experience, however I will be back!
Initially we had not been able to get into Diamond at Costa Adeje so we had booked via II and the internet for Lagos de Fanabe. What a disaster!! We had physical inspected the site earlier as well as viewed via internet and thought it to be acceptable. When we arrived ,they reneged on the original booking and tried to stick us in an appalling, grim, barely furnished basement apartment. What a comedown from what we were used to. After a two hour wait, mostly spent at Sunset Beach just over the road, where we were looked after with cool drinks etc. they offered us something marginally better which we almost accepted until a rather large (admittedly dead) cockroach was spotted in the bath. I have lived and worked in India and Egypt in the past and even by their standards this was big! plus he had a smaller brother nearby. Oh why did we leave the save arms of Diamond?
My wife gave the poor receptionist a right blasting before we stormed out, although to be fair he was a decent bloke.
There is more, but safe to say our Rep., Jonathan P. and Alana and Maria sorted all out,on their days off would you believe, and got us fixed up in the Bay, which was canny as we say, and even got our money back from Lagos de Fanabe! So all ended well.
By the way the reps. we spoke to on week one all seemed to know you, you appear to be getting to be quite famous, and members like me find it particularly reassuring to keep in touch with the good work that you are doing, so keep it up!
I do feel there is a genuine customer care culture sweeping through the organisation and we bought some more points to take me up to Premiership level! Never thought that I would ever say that. I know, yes I know, that probably we could have bought cheap through the various avenues available, something I have never done by the way, but what the hell someone has to keep the Club going and I did not get such a bad deal! The Club needs all the help it can get especially in these times of credit crunch. Also I am informed that both daughters are expecting to present us with our first grandchildren soon, so one must plan for the future.
Enough ramblings, sometimes wonder whether I should write a customer review -both good and bad to help advise others.
Hope you find this of interest/use and the time to reply.
Cheers for now
Vic C. (alias Albert to you - my name is Albert Victor but for family reasons always called Victor)
Where there are fixed and float week owners at a resort, an owner committee has been nominated in accordance with the resort's constitution, and they meet annually to create a budget for the upcoming year. The committee reviews the actual year-to-date expenses to operate the resort and then forecasts the operating cost for the upcoming year by making assumptions about changes—increases and decreases—in those expenses. All of the expenses are totalled and then divided by the proportional interests of owners. Since Diamond Resorts European Collection Ltd. is effectively an owner at these resorts, the Collection is charged a proportion of this cost too. All of these charges are consolidated along with the costs of operating the points-only resorts (i.e. those without any fixed or floating week owners, such as Vilar do Golf) and additional costs of running the Collection, such as the call centre costs, collateral and II exchange fees. The base fee is then determined, along with a per-point fee and the maintenance fees for each member, including Diamond Resorts Europe Ltd. (the developer) are then calculated.
The Management Company has consistently engaged in efficiencies and cost-control analysis to implement expense-saving initiatives at each resort. Working with each resort committee, the Management Company will continue to seek cost efficiencies to benefit each resort's 2010 budget and maintenance fees.
We have taken the 2009 budgets for each resort and created visual representations to provide an at-a-glance reference for the expenses which determine the 2009 maintenance fees.
European Collection
Pie Chart Legend
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Recently, Diamond Resorts International® completed a survey and asked our owners and members to rate our service delivery on a variety of topics from call centre agent knowledge to linens and bedding and more. This data is valuable to us in that we are committed to providing the highest levels of guest satisfaction and endeavor to continue an open and efficient communications platform. We invite you to review a sampling of our survey results.
Are you satisfied with the revitalization of the resorts?
Are you satisfied with the recent upgrades to the bedding and linen?
Are you satisfied with our upgraded style and quantity of bed pillows?
Are you satisfied with the recent upgrades of towels and bath amenities?
Are you satisfied with the level of service you receive from our call centers?
At Diamond Resorts International® we are committed to providing the highest standards of guest satisfaction and would like to take this opportunity to ask a few simple questions so that we can better serve you.
Please rate the level of call center service.
Are you pleased with the new affiliate and new resort announcements?
How would you rate your overall experience when dealing directly with Owner Services?
How would you rate the new enhancements for THE Club® member benefits?
In our effort to provide you with a quality hospitality experience, please rate us on the following services that we provide:
Please rate the knowledge of the call center agent?
Was the call center agent friendly?
Did you receive accurate and efficient results from the call center agent?
Please rate your initial resort greeting.
Was there a feeling of welcome upon your arrival?
Please rate the overall check-in process.
Was the front desk reception team member friendly?
Were the concierge service members helpful?
Were the overall resort grounds and maintenance well-kept?
Please rate the quality of in-room accommodations.
Recently, the second issue of the Diamond Resorts International® magazine was published. Please take a moment to answer the following questions.
Please rate the overall presentation of the magazine.
Our brand tenets of Simplicity, Choice and Comfort are integral to our hospitality service model.
Have we made the reservation process easier?
Are you satisfied with the additional affiliate resort destinations we have added?
Do you experience the feeling of a home-away-from-home when you arrive at a resort?
Have we conveyed the meaning of Simplicity, Choice and Comfort to you?
Do you accept our commitment to providing you with relaxation... simplified?
Have we conveyed the meaning of relaxation... simplified?
Overall Performance
How you rate our overall performance in 2008
How you rate our overall performance in 2007
How you rate our overall performance in 2006
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