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Cabo Azul Resort by Diamond Resorts Timeshare
Our team here at Mercantile Claims are always on hand to help you with any issues, concerns or questions you have regarding your timeshare contract. Below we have listed the most common questions we receive on a regular basis. If you have a more specific question please contact our team of experts and we will respond with an answer as soon as possible.
Beautiful Resort LOTS of Problems Un-Acknowledged
Let me start out by saying this is our second time at Cabo Azul as Silver Diamond Members. It really is a beautiful property and generally is great but unfortunately, this trip was riddled with problems and the staff hasn’t been willing to help out…
To start, check-in took an inordinate amount of time and the room was ready 1 hour past check in time. We thought we’d spend the time booking excursions and we were told that the VIP Diamond area wouldn’t help us unless my sister-in-law who was travelling with my husband and I would go on a tour. I found this odd, considering, again, we are silver diamond members…but fine.
Fast forward to finally checking into the room and getting in the vacation groove…every single day we had to call maintenance to make our water hot in all our bathrooms (staying in a 2 bedroom). Extremely frustrating. We’ve also had to call maintenance on separate occasions to fix the A/C as well. Today, all our room keys didn’t work. We went down to the front desk to get our keys re-keyed. They refused. Had to call maintenance. Waited by the room for 30minutes, Maintenance never came. I called the front desk from the hallway (screaming 4 month daughter with me) and they didn’t call anyone. Had no idea what we were talking about. They sent us security. Security came up and told us our key didn’t work (right) and that we needed to go back down to the front desk. Went back down to the front desk they wanted ID (which was in the room) – we assumed security was going to let us in and ask for an ID to verify our identity (totally reasonable). Finally, after no one was helping, we talked the maid into letting us in.
We’ve since gone back down to the front desk and asked if there was anything they could do for our mounting troubles…dinner, credit on our bill…nothing. I find this quite unacceptable. I’ve asked to speak to a manager and no one has been responsive they just keep calling people. Unacceptable. On top of the reservation, we’ve spent $1K at the spa over $1K on food/beverage. Even a small credit to acknowledge everything we’d gone through would have been appreciated.
Requesting that a manager contact me as soon as possible and offer some sort of recompense. I check out tomorrow morning. Will update the review based on the results of the issue.
Beautiful Resort, but failed to make our honeymoon special
Recently I visited Cabo Azul resort. While the resort was lovely and very clean, I left feeling under valued as a customer. Upon arrival, I informed the front desk agent we were there to celebrate our honeymoon. She told us congratulations and moved on her merry little way. Luckily our room was ready so we were able to check in right away. I was disappointed to arrive to the room and not even have so much as a fancy duck towels folded on our bed- no flower petals, no chocolate covered strawberries, no bottle of champagne, no free drink. I decided to give grace to the staff since we literally just walked into the room. Maybe something else was coming. Not once did we ever receive anything to celebrate our very special event.
We visited Javiers for dinner twice. Both times I told the staff member at the front that we were celebrating our honeymoon. Both times, they made notes in the system and said they would tell the staff about our special event. Neither time did we receive a bottle of wine, a free appetizer, a desert, or even a congratulations from our waiter.
When we went on the timeshare presentation, we told the sales rep we were not interested in purchasing a timeshare. After all, if Cabo Azul is your crown jewel and you didn’t do anything for us on our special trip, how could we expect to be treated well at other locations? The sales rep grabbed his sales manager, who, initially, apologized for the lack of attention by the staff. After we politely told him we still weren’t interested in purchasing a timeshare right now, he told us it was our fault we didn’t receive anything for our honeymoon because we didn’t book a honeymoon package.
Now, I have never been on a honeymoon before, but I do have many friends and family who have. Not one of them EVER said they had to book a special honeymoon package. I work in customer service and our number one priority is to make the customer feel special and cared for anytime they contact us. As a service based organization where you are trying to delight your customers and encourage them to vacation with you more, how is it acceptable to completely disregard a newly wed couple, literally 2 days past their wedding, as they celebrate the biggest event of their lifetime? While I did not go on my honeymoon just to get free things, I did expect be treated with some sort of specialty, considering this was the most intimate and important trip of my life. I left Cabo Azul with a very bad taste in my mouth, not only for the resort but for the entire Diamond Resort company.
Unprofessionalism and Toxic Leadership
I came to Cabo Azul to celebrate my much anticipated retirement, however in my 15 years of being a club member, I’ve never encountered such unprofessionalism from the staff members or the front desk manager.
We had a disagreement with the front desk about accommodations that I felt I had to elevate it to the manager, however instead of properly explaining and deescalating the situation she was rude and starting talking to us like we were serving her.
I elevated the issue to the general manager and made him aware of the lack of professionalism of his staff. He apologized and fixed the issue, however the same day I needed assistance and called the front desk (4) times and no one answered. I then decided to call the concierge and they handled the problem.
1 hour later I went by the lobby and realized Antonio, the person that I had the disagreement was at the front desk with another staff member. It seems that he intentionally decided not to answer the phone—(caller ID). In my opinion, the front desk leadership is toxic and it extends to its staff members.
The hotel facilities are stunning, and the concierge staff is the best I’ve had the privilege be around, however I would not recommend this resort to any Diamond Resort Member. You will not have “VIP” treatment. “VIP” means something different here.
Worst staff and service ever!
Rooms and hotel grounds were nice but the staff and service is terrible here. I blame this on bad management.
We arrived from another hotel early (10am) and they told us that check-in was not until 4pm. We asked to get in early (since we were here already and did not want to waste a day on our vacation) and they told us to check back at 1:30pm. We came back and they told us again it was 4pm. The reception staff seemed to enjoy making people uncomfortable as they were smirking to each other seeing us not get service.
We went to get our keys at 4pm… the guy at the desk just set the room keys on the counter and went off to someone else. No explanations or anything. Very odd!
We finally found our room and the cleaners were still inside the room!! I do not understand why, when we arrived early in the morning that they couldn’t have called and asked them to clean our room. It was a very simple request and 99% of hotels all around the world make the accommodation.
So.. the pools are a joke. The “adult pool” is tucked away between buildings without a swim-up bar or any views and there were children in this pool as well. There are kids everywhere you look at this hotel.
The main pool has a swim-up bar but this is also the main kiddie pool!! Who designed this place??
We watched as some lady was literally picking here kids nose and washing her hands in the pool. After watching the gobs of people in the pool for a while, we also realized that not one person was getting out of the pool to use the restroom. And they literally pack the pools. You seriously have to get up at first light and run to grab seats in the main pool area if you want to enjoy your day!
The menu is such a rip-off here as well! $20 for a cheeseburger and $30 for enchiladas??? I am in the wrong business for sure. This is the type of hotel that preys on people afraid to leave their hotel and up-charges for convenience.
I ended up getting very ill and up all night long and they would not budge on the 10am check out time! We had to check out while still violently ill from food the night before. They could care less!!
Every single time we walked by the reception area (front lobby) there was someone at reception complaining about one thing or another. It sounded like service and food were the main complaints.
I know as you read this you do not know me, but I have travelled around the world multiple times and I am a very easy going and happy traveller.
This hotel is for the birds.
The photos of the hotel got us there and you could not pay me to return and I would never recommend this hotel or another Diamond property to anyone!
this was our second time in Cabo and there are too many amazing hotels with amazing service and staff to stay at a place like this.
Avoid at all cost!
Had to sit through “VIP” Hard Sell on Timeshares before we were allowed check-in to our room. Onsite store is a ridiculous rip-off with the cheapest generic sunscreen at over $20. My kid’s belongings were confiscated by security because they were left “unattended” too long on their pool lounge chairs. I complained to the manager on duty.
She said, “it is our policy to remove items left unattended, there is nothing we can do for you.” Thanks for nothing.