A pre-paid reservation doesn't guarantee a room. Posted 01-Apr-2015
OVERBOOKED!!! They can TAKE the reservation - they just can't HOLD the reservation!! We booked at this resort and noted in our reservation that we would be arriving very late at night. I phoned the resort directly 48 hours ahead of time to confirm that we would be late, as I had read other reviews about this resort being overbooked. I even told the front desk that I was concerned and was reassured that they knew we would be checking in late. When we arrived just after 11:00pm, we were told that they didn't have any available rooms, so they were sending us to another resort just for the night and we could check in with them tomorrow. This resulted in one lost day of vacation for us as we were exhausted from our 18 hour journey and had planned to sleep in, get groceries, then relax by the pool. Instead we drove around all day waiting to check-in. The master bed in our unit was in terrible condition with big dips so we asked for a replacement mattress. They gave us an equally old mattress from a suite undergoing renovations. The tiled floors were dirty, the plumbing is noisy, the walls are thin. When we checked in, they said they would subtract the one day from the resort fee. I said the LEAST they could do was waive the entire resort fee! They agreed to this; however, they charged us in full after we checked out. I complained and got a refund for the fee. It's a poorly managed resort that can't hold a pre-paid reservation. Other guests were sent away as well that night. Beware
Comment from Hotel Management
04-Apr-2015 by Diamond Resorts, Hotel Management
It is with deep regret and sadness to read that your recent stay here at Orbit One Vacation Villas did not meet your expectations. We always strive to deliver exceptional hospitality and offer quality accommodations to each guest, owner, or member that stays with us, and it is very concerning to us that we did not meet these expectations for your recent stay. We are truly and deeply sorry that we did not have a room available for you at check in. Having to walk our guests to another resort for the night is absolutely the last option for our front desk team, however, unforeseen circumstances may cause a situation such as this, and we deeply regret this happened in your case. We will make sure your concerns regarding your room will be addressed immediately. If you are willing to give us another chance, we are extremely confident that your next stay will be much more enjoyable and even exceed your expectations. Your business with us is sincerely appreciated and we wish you the best on all your future travels.