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Embarc Tremblant Owners & Guests Reviews
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 are some comments and feedback from Diamond Resorts Embarc Tremblant owners and guests. If you have a more specific question please contact our team of experts and we will respond with an answer as soon as possible.
Poor attempt a customer service, but beautiful resort and location
I responded to a survey a couple weeks ago that apparently went to the manager, however no contact back to address any issues we had during our stay.
The resort is beautiful, the location is excellent, the views are also great, and the rooms at this resort are comfortable and very spacious.
The people working at this location are not very friendly. I don’t speak French well but I can understand it pretty well when I hear people speaking. They were not as nice to the English speaking guests as they were to the ones speaking French.
We were early on the check-in day and were told that our room wasn’t ready. Which is fine. However, I was told that it was due to them being at full capacity and were so busy. However later that evening I had asked about a shuttle and was told that there are no shuttles at this time of year because they are not at all busy.
I could also see there were not a lot of cars or people around the resort during our stay.
There were issues with check in.
There was an issue with one of the activities my child wanted to attend.
There was issues when I asked for some assistance.
The issues simply were, lack of caring by the team that works at this resort. They did not make you feel welcome. They need to figure out how to create a better customer experience, or they won’t last much longer. I’m not sure if this is because of the take over by diamond resorts, but I have stayed at other properties before they were called embarc, and the people were wonderful.
Not a Hotel
This property was not as advertised. Recommended to us by a concierge service, this was NOT a hotel. In fact, its a timeshare property with small cabins with little kitchenettes in some units (which we were NOT informed about).
When we arrived, we were told that the place was fully booked, so no early check-in was available. When we checked in at 4pm, our room (which was not the suite promised) was a small unit at ground level which had a shared entrance with another unit. A large family was staying in that unit and had their door open all afternoon. The walls were not sound proof, so we could hear everything happening in their unit. The children in that unit were incredibly loud and kept slamming the door.
Moreover, the room wasn’t clean when we checked in – there was hair on the bedding and the room smelt musty.
Overall, we would never stay at this property – in fact, we checked out within the hour and went to a different hotel.
If you intend to stay here, bear in mind there are lots of children and that it’s a summer-camp/dorm-suite set-up.
I requested a second floor unit, and not only I got a first floor, but also very bad location. No privacy.
Unit 711 A; terrible location. No privacy! Not even in the balcony. Balcony shared with another unit, facing the spa and bbq. AC units DID NOT worked. Ceiling fan loud as a train. Horrible stay. Second time in a row that we are disappointed.
May have been nice at one time, but no more!
Book two condos for my family.
One had portable air-conditioners vented out the window with plastic over it.
Was noisy, ineffective and unsafe. Other condo had a stale odour that got worse with time.
The resort did not respond to our complaints.
Eventually found dry drain traps to be the source and resolved the problem ourselves.
When resort personnel finally did come they said there was no problem (because we fixed it!)
Also was construction on-site starting at 7:30 AM, creating noise and dust and shaking the buildings.
Wouldn’t stay again if they gave me the place.
The resort was Fine - Time Share Presentation a Disaster
We were pleased with our official timeshare presenter, Diane. She was friendly, helpful, and thanks to our experience with previous other timeshare presentations, promised to focus on the information or “meat” of the product, and endeavour to keep us under the two-hour presentation timeframe. However, Gary, presumably her supervisor, kept entering the room and interrupting her.
At first, this was fine, but every time Diane started to show us something, Gary would come in and do it instead. We found him quite annoying after a while. He kept bragging about what the Embarc program could do. He could find any place, any time for us. Just name it. Well, he couldn’t do it and made himself and Embarc look foolish. He explained that the system must be down, although how do we know that? There was no notice that the site was undergoing maintenance – it was just his say so.
There was nothing that he could show us that impressed us at all – certainly a far cry from “selling” the product. Then Gary suggested that we should accept this system/program shortcoming and buy anyway. He said this failure showed that he was human and even Embarc was not infallible. Right, that sounds like the kind of product we want to buy.
After reviewing the numbers, we were not convinced that a purchase with Embarc was right for us. We asked about a buyback policy if we were not happy with it or if our circumstances changed. He informed us that there was no buyback policy!! They would only buy (and insisted on the right of the first refusal!) if we first lined up a private buyer ourselves.
When initially questioned about what we would want if we could design our timeshare product, we explained that we would only consider a system that was more efficient, flexible, and at least as economical as what we were currently doing. We have recently been searching for vacation destinations on the Airbnb and HomeAway websites and have been very successful. Disregarding the expensive purchase price, Embarc’s cost per vacation could not compare to the prices of places on these sites. We told him that we could find similar places cheaper using our own search methods. At this point, Gary said that if we were competitive, then perhaps this wasn’t the product for us. Embarc offered deals on more exclusive and higher priced units. Gary resorted to mudslinging – and called us cheap!!
Not only did Gary fail to sell the Embarc product by making it and himself look inadequate and unprofessional, he resorted to insulting his prospective clients, who were still involved in the sales presentation, which, thanks to him, lasted nearly three hours, after Diane had promised she could complete it in less than 2 hours!!!
As we have attended time-share presentations in the past, we knew what to expect.
However, we have never experienced anyone as unprofessional as Gary! It was a very annoying way to waste three hours of our time and reinforces the fact that the timeshare industry has not changed from the high-pressure sales tactics that has given it such a poor reputation. We were hoping the Embarc would be different, but we could not have been more wrong. :(
Hospitality and Embarc are poles apart
Arrived earlier than the scheduled date.
Accommodation provided at regular cost with check out at 10 pm and room given at 4.00 pm as per schedule.
Checked out after 6 days in the room.
The washroom and kitchen had a stink.
The mattress was uncomfortable.
The room backs to the fairway green.