Diamond ResortsArvostelua 

I was lured in with a vacation offer from Hilton Grand Vacations. The problems started immediately. I was booked at a small, cheap hotel instead of the Hilton I was promised. That set the tone for everything that followed.
The sales presentation was nothing but smoke and mirrors with a pitch full of grand promises. They guaranteed I could book a full week in Paris using my timeshare points. That was the only reason I agreed to spend $14,000. I was told the interest rate would be 16%. They lied. The actual rate was 29%, nearly doubling what I agreed to. I never signed up for that.
When I tried to book Paris, they said nothing was available. I had to pay additional fees just to transfer my points, and even then, I only got a few days — not the full week they promised. In three years, I have NEVER been able to use this timeshare as sold to me.
Now I'm 62 years old, paying $336 every month plus $1,400 in annual maintenance fees. Of the thousands I've paid, barely $900 has gone toward my actual balance. They have pocketed nearly $9,000 in interest alone. This is predatory. This is a scam.
Do NOT let them deceive you the way they deceived me. They only care about their pockets — not their customers. You have been warned.

A purchased a discount package from them & decided to cancel as I was told I could within 30 days. While I did get a refund, they repeatedly lied to me about what was required. The original sale was full of lies & the cancellation was just as bad. Do NOT ever buy anything from these liars.

We stayed 5 nights, early in March with friends, as members of Hilton Grand Vacations (Diamond Resorts) at their Cromer Country Club.
The staff were courteous and helpful.
We were booked into unit 82 which is a 3 bedroomed villa.
The accommodation was clean and comfortable but in need of some improvement.
The main problem we encountered during our stay was the smell of sewage in the wardrobe room attached to the master bedroom which we noticed is located above the downstairs bathroom.
Fortunately, we were able to avoid the smell of rotten eggs by keeping the door to this room closed.
Other problems were:- a leaking toilet brush holder and a chipped bath in the downstairs bathroom, two large chips in the upstairs bathroom washbasin and worn-out replacement towels provided mid stay.

Hilton Grand Vacations – Deceptive Sales Practices & Misrepresentation
I was lured to a Virginia Beach "membership review" on August 15, 2025, under false pretenses. What was presented as a brief check-in turned into a 5+ hour high-pressure sales ordeal.
After work on August 13, 2025, I drove to Staunton, VA, slept for just a few hours, and then continued driving to the Hilton Garden Inn in Virginia Beach. When I arrived, the room was not ready, the promised room upgrade never happened, and it took two attempts to get a working room key.
I did not sleep at all that night. I got up, showered, and arrived across the street at the sales center before 8:15 AM for what I believed would be a brief membership review. I told my sales rep, James Legrand, multiple times that I hadn't slept and needed to leave quickly. Despite this, he repeatedly left me waiting while "checking with supervisors”, a classic pressure tactic. He even presented "bonus points at no extra cost" as a special favor, which I later learned is standard practice.
The most serious issue: every sign and banner in the sales center showed Hilton Grand Vacations branding, yet the contract was for Diamond Resorts points. I was never told this. I was also never told there would be additional maintenance fees on top of what I was already paying for. I was told the fees shown were a combined total. When I questioned a different account number, I was told it was temporary due to a merger.
I was also promised that purchasing trust points would fix my booking availability problems by extending the booking window. That promise was never honored.
When I got home and researched using my points for a cruise, I found they're worth only pennies on the dollar — something never disclosed during the presentation.
I am requesting a full contract cancellation. This experience was predatory, misleading, and they took advantage of a sleep deprived customer.

My husband and I purchased our first Diamond Resorts timeshare in 2008 and eventually accumulated 36,000 shares after years of relentless high-pressure sales presentations. What began as an enjoyable vacation option became a financial nightmare we are still trying to escape.
Every time we checked in, we were pressured to attend "owner update" meetings disguised as one-hour informational sessions that routinely ran two hours or more. Sales reps used gift cards and free dinners to get us in the door, then subjected us to same-day-only pressure tactics until we gave in simply to end the ordeal.
During these presentations, we were told our timeshare was backed by real property, would increase in value, could be sold for a profit, and would be a valuable inheritance for our family. Every one of these claims turned out to be false. We were never informed of the rescission period or warned about perpetually escalating maintenance fees.
We are both retired seniors on a fixed income. We originally paid over $130,000 cash for these timeshares. Our maintenance fees have now climbed to $9,000 annually, increasing roughly $1,000 per year. Meanwhile, booking availability has steadily worsened despite promises of priority access.
Do not let a pleasant sales pitch fool you. The long-term financial burden is real, the exit options are nearly nonexistent, and the promises made are not kept. We deeply regret this purchase and urge anyone considering a timeshare with Diamond Resorts to walk away.

Misrepresentation, Deception, and Financial Exploitation
We've owned Diamond Resorts (now Hilton) for years and have been subjected to constant misrepresentation and high-pressure sales tactics. When Hilton acquired Diamond, representatives told us Diamond was "going away entirely" and we had "no choice" but to transition all contracts to Hilton to preserve our investment. This created unnecessary pressure and fear.
Throughout this process, critical information was withheld. We requested data on units owned versus available inventory which was never provided. We were promised Hawaii properties as a selling point. After signing, we never received our executed contract despite repeated promises.

The deception continued at what was advertised as a "90-minute owner update" but was actually a 6-hour high-pressure sales presentation. We were left sitting in a room for hours after declining offers. Sales staff then isolated one spouse to continue pressuring them after the other walked out in frustration.
We were told our timeshare could be passed on to our children (no mention of ongoing fees they'd inherit) and that we could rent it out (nearly impossible due to restrictions). Booking has become a nightmare with excessive blackout dates. We can't book what we want even a year in advance. Properties are constantly full of non-owners despite being told usage was limited to owners and trade-ins.
Maintenance fees skyrocketed from $9,000 to $12,000 (25% increase) when we were told increases would be "nominal." The exit program is vague and intermittently available. One representative quoted nearly $50,000 to exit after we've already invested approximately $320,000.
Diamond/Hilton has built their business on deception, pressure tactics,

A 37-Year Timeshare Journey: From Satisfaction to Disappointment

I purchased my first timeshare in 1988 and was once a proud, satisfied owner. For nearly two decades, the system worked beautifully—I attended medical conferences, traveled with family, and enjoyed genuine value from my Laguna Beach and WorldMark properties.

Everything changed after Diamond acquired Sunterra. During what was supposed to be a one-hour owner update in Branson, MO, I endured over four hours of relentless pressure. I was convinced to trade my two fully paid-off timeshares for Diamond points, told it would be cheaper and easier. In reality, maintenance fees weren't cheaper, and I received no significant benefits.

When Hilton took over, things deteriorated further. All benefits I valued—using points for airfare, hotel stays, and merchandise discounts—were eliminated or changed. My maintenance fees exploded from approximately $5,000 in 2015 to over $14,000 today, averaging $1,000 annual increases. I was promised I could try HGV Max for one year and cancel if unsatisfied, but cancellation proved impossible. I'm now trapped paying for a program I neither want nor use.

The treatment has been appalling. At a Phoenix owner update, five representatives surrounded me with high-pressure tactics when I refused more points. When I insisted on leaving, a senior representative said "get her out of here," and the checkout staff threw my gift card at me and told me to leave.

During another Phoenix stay, despite mobility issues noted in my profile, I was placed on the third floor with no elevator. Staff refused to relocate me, suggesting a bellman carry my bags instead. I spent the entire trip struggling with three flights of stairs.

Now disabled and retired, I've desperately tried selling since 2023, losing hundreds of thousands to scams. After 37 years and being treated like a second-class citizen, I'm done. This company has extracted maximum money while providing minimal value.

After 27 years with this timeshare starting in St. Maarten, we've experienced nothing but deceptive sales practices that have cost us over $200,000.

In June 2024, sales representative Sereeta Hudson at Flamingo Beach Club promised us a restructuring that would save $7,000 annually in maintenance fees while maintaining all our benefits. Despite my repeated questions and concerns during the meeting, she assured us nothing would change except lower fees. I was visibly upset with tears streaming down my face during signing but proceeded based on her guarantees.

Most disturbing: Sereeta quietly instructed us to falsely claim $100,000 annual income for better financing, despite us being retirees on fixed income. This fraudulent misrepresentation alone should invalidate our contract.

When we returned in June 2025, sales representative Dianne Brott revealed everything Sereeta told us was false. Dianne claimed she'd been brought back specifically to fix Sereeta's "many errors." We were promised meetings with corporate representatives and manager Denver Green to resolve this - none ever happened. Instead, we received only generic form responses from Juliet Malaesilia.

Over the years, we endured high-pressure tactics including false urgency about pricing, free trips that made declining impossible, and constant upgrades we didn't need. Each representative contradicted the previous one's promises.

Now at 89, my husband broke his hip during our June 2025 stay and became seriously ill after surgery. We're still making monthly payments plus interest on a fraudulent purchase on top of the $200,000 already invested.

HGV's pattern of lies, manipulation, and refusal to honor promises or meet with us directly demonstrates a company built on fraud. Save yourself the financial devastation and emotional distress - stay far away from Hilton Grand Vacations.

Beware: Predatory Sales Tactics and Broken Promises

I deeply regret purchasing from Diamond Resorts (now Hilton). What was promised as a flexible vacation investment has become a financial nightmare built on lies and high-pressure sales.

The Sales Deception: Every interaction with their sales team involves manipulation. They promised easy booking, cost savings, and quality accommodations—none of which materialized. Instead, I've been subjected to relentless "owner updates" that are nothing
but disguised sales pitches designed to extract more money.

The Upgrade Trap: Over multiple visits, I was systematically upgraded through fear tactics and misrepresentation. Most recently, they claimed I'd "lose everything" if I didn't upgrade to Hilton Max. Having already invested nearly $20,000, I felt cornered.
Each new sales team badmouths the previous deal, promising to "fix" problems they created.

Hidden Costs & Deceptive Financing: They charge over 20% interest—credit card rates—while using terms like "deed" and "mortgage" to make it sound like a real estate investment. They never disclosed:

Skyrocketing maintenance fees

Additional exchange, cleaning, and reservation fees

True interest costs over time

That they'd pull my credit and open new accounts without proper disclosure

Impossible to Exit: When I tried to cancel, I spent an hour being transferred between departments, only to be told it was "impossible" with zero assistance offered.

Bottom Line: This company preys on customers through misrepresentation and aggressive tactics. The booking system is difficult, reservations are limited, and the promised perks are largely inaccessible. You're left trapped in an overpriced contract that
delivers nothing but stress and financial burden.

Save yourself the headache and financial loss—stay far away from Diamond/Hilton timeshares.

My daughter and I attended a sales presentation at Vacation Villages in FL that was supposed to last 90 minutes. We were stuck there for over 3 hours while different sales associates and managers kept coming at us, pressuring us to reconsider deals we'd
already said no to.

Eventually, they offered us a package that included points we could supposedly use to book stays at Disney property. That was the main reason I agreed to buy, but it turned out to be a complete lie. Because our "home resort" was within 30 miles of Disney,
we couldn't actually use our points for Disney or Universal properties at all.

When the sales associate took our agreed upon deal to the manager, they suddenly pulled it off the table and offered three different options instead which were all more expensive with fewer points. They kept saying it was a one-day-only deal, pressuring
us to decide right then and there. We didn't want to lose what we thought was the Disney booking option through RCI, so we felt forced to move forward.

They made a huge deal about the RCI, saying we could use points for airfare and extra vacation weeks. That was misleading too. We never had enough points to buy airfare, and the extra weeks were only at our home resort, which we never even used.

The sales staff really pushed me to add my daughter to the contract even though she was only 19. Even the manager kept going on about how great it would be for her future. I found out later that the property wasn't even a Vacation Villages property. The
property was managed by Diamond Resorts. Nobody mentioned this during the entire sales process. I thought I was buying directly from the company, not getting a resale contract under completely different management.

This whole experience involved lying about what we could book, high-pressure sales tactics, false advertising about points, and hiding the fact that it was a resale. Anyone thinking about buying should be very careful and verify everything before signing
anything.

We purchased our timeshare 30 years ago with Sunterra when we were young and healthy, and it served us well during those early years for family vacations in Orlando. However, after the ownership transitioned first to Diamond Resorts and then to Hilton, our experience deteriorated dramatically due to deceptive sales practices and broken promises. Diamond representatives told us our children wouldn't inherit maintenance fee obligations and later pressured us during a presentation where they falsely claimed our Diamond points would become worthless when Hilton took over their properties. They said our points would be transferred to Hilton if we purchased additional points. Facing the fear of losing our entire investment, we agreed to this purchase, which created severe financial hardship for us as retirees on fixed income. The reality was that only the newly purchased points transferred to Hilton, leaving our original points stranded with Diamond. Hilton's sales staff proved even more forceful and intimidating, particularly toward seniors like us, using high-pressure tactics and false assurances. When we tried booking reservations, we frequently found resorts unavailable, only to discover units were being held for non-members to generate new sales. Now elderly with serious health conditions including my severe arthritis, COPD, asthma, and heart disease, plus my husband's life-threatening blood clot issues that nearly killed him in July, we are largely homebound and unable to travel. Despite explaining our situation during recent visits, Hilton staff dismissed our concerns and continued pushing sales. After decades of loyalty and years of misleading tactics, broken promises, and unmanageable fees, we have been forced to request contract cancellation. We urge others to carefully consider the long-term implications before purchasing.

Fraudulent Sales Tactics and Broken Promises - Buyer Beware
My spouse and I deeply regret ever engaging with Hilton Grand Vacations. What began as a relaxing anniversary trip to North Carolina turned into a nightmare of deceptive sales practices and financial loss.
We repeatedly declined their timeshare offers but were eventually pressured into a "trial" program with promises it was temporary and would expire after use. After a year of payments, we used our trial vacation in Florida, only to be trapped in another mandatory meeting despite expressing zero interest in purchasing.
Multiple sales representatives, including "Alex" and a notary officer, assured us the arrangement wasn't permanent and could be canceled "anytime with a simple phone call." These verbal guarantees were the ONLY reason we signed. They were completely false.
When we tried using the timeshare in 2024, we were charged nearly full price—contradicting all promised benefits. Attempting to cancel, we learned the loan must be paid in full and that HGV no longer offers buy-backs. Most insulting: their Resale Department told us our $13,155 timeshare purchased just two years ago is now worth only $1,500-$2,500 (minus 25% commission)—an 81-89% loss in value. We were explicitly told it would APPRECIATE.
Their salespeople knowingly conned us, making false promises about easy cancellation and value appreciation while concealing that timeshares become virtually worthless. The "easy exit" we were promised doesn't exist. We're now trapped in a contract obtained through fraud and misrepresentation.
To anyone considering HGV: the sales presentation is filled with lies. The promises are empty. The "investment" loses value immediately. Don't make our mistake.

It’s heartbreaking to pour your time, energy, and trust into something, only to watch it fall apart. After spending years investing in this company, I came to the painful realization that I had been misled. The experience was incredibly tough and left me feeling disappointed and lost. But through patience, research, and determination, I eventually found a way to recover and move forward. If you ever find yourself in a similar situation, know that you’re not alone and I’m willing to share what truly helped me get through it.

We've owned with this company (originally Diamond Resorts, now HGV) since 1998 and have endured 25+ years of misleading sales practices, broken promises, and financial manipulation.

Every "Owner Update" became a 4-6 hour high-pressure sales ordeal with multiple reps using coercive tactics. We were repeatedly lied to about rental opportunities, cost savings, and property access. Sales reps promised rental income to cover fees, then contracts prohibited rentals. We were told conversions would lower costs - instead, 2025 fees hit $13,900 (41% increase from 2021).

Most egregious: HGV quoted us $240,000 to convert our 50,000+ Diamond points into their system after acquisition, while simultaneously restricting access to properties we previously enjoyed. Meanwhile, we discovered the same units available to the public on Hotels.com.

Specific deceptions include:

False claims about reimbursement rates (promised $0.30/point, actual $0.10/point).
Bait-and-switch on "free" trips requiring more purchases.
Maintenance fee assessments without warning.
Converting deeded ownership to worthless points without consent.
Using fear tactics about "losing access" to our ownership with Diamond.
Customer service is abysmal - 3+ hour hold times, disconnections, department shuffling. When we formally complained about fraudulent practices, HGV gave a token "investigation" response, then labeled us delinquent for disputing invalid contracts.

After paying tens of thousands over decades for minimal usage, we're demanding contract release. HGV prioritizes new sales over existing owners and uses predatory tactics that should be illegal.

Avoid at all costs. This is not vacation ownership - it's financial exploitation.

Er lige kommet hjem fra en uge ferie dette hotel.Bygget i 2012 så temlig nedslidt og rengøring ikke i top og beliggendeheden passer ikke der er 7 km til centrum og ikke 4 km som Sunweb skriver.Har gået hele turen så ved det. Så de 5 stjerne passer ikke her måske 3.5 OBS.

After twelve years trapped in this nightmare, I can definitively state that Diamond Resorts (now Hilton Grand Vacations) operates through deliberate deception and financial exploitation. The initial street solicitation in Virginia Beach was the first red flag I should have heeded. The sales presentation was a masterclass in omission and misdirection. Representatives deliberately withheld material information about seasonal limitations, actual weather conditions, and the true cost structure. When I selected a January week believing it would provide a pleasant winter escape, no one disclosed that Virginia Beach is essentially closed during this period with freezing temperatures and shuttered amenities. The Interval International partnership was presented as included access when it actually requires separate expensive memberships with tiered fees. Despite upgrading my membership and paying additional costs, the points system proved essentially unusable due to perpetual unavailability.
The most egregious manipulation occurred during my 2015 visit when I attempted to address the unusable January week. After being shuffled through multiple offices in what appears to be standard practice, I was cornered into purchasing a $22,000 summer week upgrade under pressure. No disclosure was made regarding the exponential maintenance fee increases that would follow. Annual fees have increased approximately $500 yearly, now exceeding $1,280, representing a 250% increase from the original amount. Rental assistance is non-existent, with unexplained payment shortfalls and zero customer service support. This organization preys on consumers through high-pressure tactics, material omissions, and ever-escalating financial obligations. The pattern of behavior demonstrates systematic fraud designed to extract maximum revenue while providing minimal value. And they do this strategically to hide behind their contracts. Don’t fall for their scams.

My experience with Diamond Resorts (now Hilton) has been nothing short of a nightmare. What began in 1996 as a promising investment has turned into decades of broken promises and financial burden. Their sales tactics are predatory—presentations advertised as 60-minute "updates" regularly stretch to 4-6 hours. They hold your personal information hostage and pressure you with "limited time offers" that magically appear whenever you try to leave.

Despite owning points for years, booking actual vacations is nearly impossible. I've tried reserving a year in advance at San Luis Bay with zero availability. When we do secure accommodations, we find dirty linens, broken furniture, and unsanitary conditions—despite paying ever-increasing maintenance fees.

After my husband passed, they exploited my vulnerability to sell me an "upgrade" I already owned. When I tried to cancel, I faced endless runarounds from customer service. Their "Sampler" program is equally fraudulent, with undisclosed stipulations making it impossible to use. Don't believe their promises about "investment value"—these timeshares are impossible to sell. Worst of all, this financial burden gets passed to your heirs after death. Save yourself the heartache and financial strain.

Well over a decade with Diamond Resorts; you think it would get better with Hilton Grand Vacations buying them. That has not been my experience. Deceptive tactics continued with every trip. I was lured to meetings under promises of informational sessions or activity discounts, but they always devolved into sales pitches with yet more lies and false promises. In Florida, I was told I had overpaid and had been duped about Hawaii vs. U.S. collection maintenance fees, all of which made me feel stupid rather than supported as a customer. It seems to all be a shell game of sorts. I have endured over a decade of misrepresentation, financial strain, emotional stress, and misleading promises from a corrupt system designed to confuse, pressure and extract more money at every turn. I was never given honest or clear information but simply told whatever lie it took to get me to sign over and over again, with shifting stories, contradicting documents, and fraudulent contracts. I can no longer continue this cycle of false promises and financial manipulation. I hope Hilton Grand Vacations will do the right thing and allow me to exit this situation with dignity and peace of mind.

3 elevator ned max ca 5 mennesker i hver
Til 13 etager og 300 værelser
Et elevator helved rekorden på en uge var en gang ventetid 38 min for kom op på 8 sal
Pool område meget højt musik fra 8 morgen til sent aften
Underholdning var det samme hver dag så teenager gad kun en aften
Maden i restauranten var langt under middel sorte æg og over steget og friture mad enten gummi agtig usmageligt eller ekstremt stærk
Nu har jeg sukkersyge så skal jeg ha cola er der cola free ved pool området smagte det af Mug hvor det i baren i lobbyen var ok
Mine baren soft drinks i køleskabet var med i all inc men jeg kunne ikke få skiftet dem ud med light produkter
I restauranten er der meget stressende
Ikke kun fra andre turister der løb rundt men også tjener alle steder du kunne knapt ta den sidste skefuld på gaflen eller nå at stille glasset før de straks hev det nærmest ud af hånden på en
De stod ligefrem og holdte øje med en mens man spiste eller drak for se præsis om hvornår du var færdig det var for os ikke en service men et stres faktor
Vi spurgte til hvor den del på stranden var der hørte til hotellet hvor der skulle være gratis ligge stole med i prisen vi blev hele tiden mødt med spørg der og spørg der ingen kunne fortælle os det og vi fandt det ikke yder mer var der meget affald på og ved stranden
Flere ting var direkte farlige ikke reperet eller holdt ved lige eks den sidste trappe op mod tag terassen var løs og kunne nemt knække flere af beskyttelse vinduerne på tag terassen og ud til kanten var enten løs / brækket i beslag eller ruder knust omkring de monterede holder og her kunne jeg godt frygte for et barn kom galt afsted.
Meget af personalet var afgante og kunne ikke engelsk.
Dette er bare en lille del omkring dette hotel der var så meget 🙈🤮
Har været på både 2 og 3 stjernet hoteller der er langt bedre
Her er der ingen ro eller afslapning og man skal lede længe efter de 5 stjerner
Sælger render rundt i pool området og ikke vil lade en være og man skulle gennem sælger i kælderen forbi anmassende sælger ved poolen for at komme ned i by gaden i Oba
Så aldrig igen jeg kommer her

This was my second year dealing with this company and have had an awful experience. Last year I was going to Hawaii and was told we were set and we would pay the hotel taxes and fees upon arrival but no one apparently confirmed our reservation. So we purchased airline tickets and luckily they assisted us (after paying more money) to stay in the hotel we were supposed to stay in.
This year was Cancun and received my confirmation and had provided the person that booked our room my information and a few days later my guest information. We talked with the hotel concierge for Krystal Grand Cancun (which I wouldn't recommend anyone to go there) a week and a half prior regarding our airport pick up, so they were aware of two individuals coming. We arrive early and provide both passports and credit cards and directed where we could have lunch while we waited until check in time. When we get our room it is on an older side of the hotel, not where the presentation is being held or am supposed to have an experience. The room #310 had a mold smell so I went back down to ask if can change rooms. We were granted #910 on the same side of the building just a few floors up, but masked with a lot of air freshener. I texted the concierge to tell her the room wasn't any better and if we can move to another side (opposite, next to, etc and didn't have to be near the water or a water view but just away from that side of the building bc apparently something was going on (maybe a leak). She advised me to contact the person that booked my room since I asked why aren't we on the side where the presentation is and we are in the older part not even the renovated part of the hotel and if this is what my perception is to be to buy a timeshare based on that experience my answer will be a NO and I will complain about the room(all in text). So I tried calling Diamond Resorts to talk with the person that booked my room, Dina. She was at the hospital with her family due to an emergency. I explained the situation and advised I was told to contact her to see if she could move our rooms without having to pay an additional fee because where we were had smelled like mold. She explained she didn't have her computer and as I was walking down to turn in the first set of keys, the concierge, Sinai Reyes of the hotel told me the agency cancelled my reservation. I asked her why because I didn't authorize a cancellation, I just wanted to change rooms and was talking to the booking rep to see if she could do anything. Now Dina was on the phone with me the remainder of the time with Diamond Resorts and heard me questioning the concierge (mind you I did advise her my friend was coming to pick me up and drove from Playa Del Carmen, which is an hour away, to show me around, which the hotel initially gave her a difficult time to come in and was told she has to stay in the lobby. My friend did that for an hour as I was going back and forth with Diamond Resorts due to the concierge lying and gave 4 different stories why my reservation was cancelled (although we had paid for it weeks ago and the hotel had the confirmation in their system because the reservation came from them. (1.) I was told my reservation was a cancelled by the agency because couples can't have guests buying a property in the same establishment (One of my close friends came with me and the person picking me up lives in Mexico and wasn't buying anything so that didn't make sense. (2.) When I spoke to the supervisor after asking to speak to the manager 3 times, until after 5, of course he was gone for the day. The superior proceeded to ask for my reservation. I told him it was in his system and we already checked in so why now are they asking for a reservation. He said my reservation had 1 but 2 of us were there. SO since a week and a half prior up until check in and this situation with our room, the concierge knew there was 2 of us and both of our information and flight info had to be provided for pickup. But basically we now have no room, no one has offered my refund and I advised Dina I would need a refund because services hasn't been rendered and we have nowhere to go and I am in MEXICO! SO the hotel said they never received any information (Benito with the agency) from Dina about my second guest that was coming with me. Dina talked with Benito and all was needed was to call me on WhatsApp and to email the hotel the docs received so they could verify the information they needed. )(3.) the concierge made up a lie of we were inviting boyfriend up to our room. I told Dina they can check the cameras to see my friend waiting in the Lobby and if I was inviting boyfriends, I would have just easily brought mine from the states.( 4.) I asked the concierge if she had initially had something to do with my cancellation. She told me because I stated I was going to complain. (5) I asked Dina if she could reimburse me & cld pay back once reimbursed. She said no