Diamond Resorts Polo Towers Customer Comments
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.
Don’t purchase this timeshare!
Back in 1994 my husband and I purchased a timeshare with diamond. My husband was killed in a car accident in 1999. I continued to make the payments on a teacher’s salary. I just booked a stay at the Polo Towers. I was given an efficiency. I called to upgrade and all of a sudden, I am no longer in their system AND nobody can figure it out. Funny how all these years they could find me to send me a bill. DON’T PURCHASE ANYTHING FROM this SCAM GROUP!
As a member/owner I do NOT recommend this company to anyone! The associated do nothing but belittle you and lead you to believe that each previous associate you’ve encountered on various visits has taken you for a ride. Would you like to be told you’ve been ripped off? If so, Diamond is right for you!
Beware the Fees!!!!!!!!!
We booked 2 rooms for 4 days via Hotwire. We paid up front for the booking and all went without a hitch. They were oversold so we actually got a upgrade on one of the rooms. Overall our stay was mostly pleasant. However, when we got home I noticed a charge for 170.00 on my Amex. Polo Towers charges a resort fee for EACH room.
Basically, we got charged 85 and change for room. This was NOT disclosed when we checked in NOR was ir disclosed on Hotwire.com. This is flat out larceny.
Very quiet Hotel, Clean Rooms, Friendly Staff
Undisclosed Charges, Dated Decor (90s), Very hard to actually find the driveway. Many Cabs and Ubers had a hard time getting to the parking lot. No hotel bar or restaurant. Unwanted sales pitches for Timeshare and AGGRESSIVE salespeople. Key card needed in the elevator (VERY ANNOYING)
We will never stay here again.
Dishonest Sales tactics
The actual resort is perfect for the location, right on the strip. Even though our room was on a smoking floor, the room did not smell like smoke nor did the hallways. The facilities are clean and hotel staff friendly. I would give the resort a negative in stars purely based on the sales representative. He is the most dishonest and shadiest person we have ever met. He proposed a tester package after we declined transferring from Monarch to Diamond (although they are owned by the same company they have different opportunities). He offered a “tester” package 20, 0000 points for $349 but we had to give Diamond 3 days in the future to hear the full presentation. We jumped at this deal but because we already spent 2 hrs of our time in the sales room we had to move on, he said he only needed 10 more mins. He had us sign the initial paperwork and charged our card for the amount. Then he offered to meet us at the restaurant to give us the copy of our new contract. I thought this was odd, but he encouraged it. He called me to confirm our location. He shows up at the restaurant, hands over a new contract/invoice showing a balance of $3000 plus amount. This is when he finally disclosed that the $349 was only a deposit to go toward the larger amount. This information was never given to us in the sales room. He never validated or acknowledged why were were upset for the lack of his honesty, he kept saying “but this is a good deal” then he said ” do you really think that Diamond would give you 20,000 points for $349?” well, yes, he is an employee of Diamond and that was the offer. I can’t say that this is a standard for Diamond Resorts but he represents them, he is a failure in customer service, transparency and honesty. The $150 gift card for attending our owners update meeting was not worth how he treated us and ruining our trip. The experience goes much deeper but this is the jest of it.
Diamonds Are NOT Forever
Polo Towers is a fine hotel- located right at the heart of the strip, with great views if located on the right tower and floor. Polo tower is one of the only hotels that offer lower fees and free amenities. BUT, with that being said I found too many mistakes and oversights. And although these mistakes are usually promptly resolved by the staff (front desk supervisor) they are situations that should not be occurring- at least not on one’s 1st visit. Certain room accommodations specified by me months ahead, and noted by those taking my reservation, were unknown by those checking me in at the time of arrival. The type of room I requested was not what I initially received. I had requested a 2 bedroom suite that would accommodate 5 comfortably but when we arrived they had us listed for a 1 bedroom suite which as you can imagine was extremely frustrating and uncomfortable. They didn’t show any remorse for their mistake and in fact shrugged and said they wouldn’t have a larger room available until the next day. Room service also made its share of mistakes from completely forgetting to bring up the rollaway bed the night we were all cramped in the one bedroom to charging us for the role away bed which was needed due to their mistake they also failed to have our room ready at the time promised the following day. In my opinion, Polo Towers needs to put some life into the rooftop pool lounge, and make sure ALL personnel- especially the front desk staff- are performing under the highest of standards. Reflecting back, unfortunately, Polo Towers did not impress me on my first visit; at best, they have managed to sway me to visit the surrounding hotels…Room Tip: Upper floors and first Tower*
Not getting what you had booked
We booked a few days here, IN NON SMOKING ACCOMMODATION, on our first evening whilst on our balcony, we overcome by the smell of cigar smoke coming from a unit very near to us. My husband went down to reception and told the young lady there about someone smoking, she went to speak to someone on another desk, came back and said they could send someone to spray our room. My husband pointed out again that we were on a NON SMOKING floor, which she agreed was correct, and the dangers of passive smoking could not be stopped by spraying a perfume. She consulted another person, but then said there was nothing they could do. He asked if they could move us, even to another Diamond resort in Las Vegas, but she said they were all full. So beware-non smoking in Diamond resorts will not necessarily be non-smoking!!!!!!
You don‘t have to go Under Cover to see there’s a problem just ask an owner!
My husband & I have been owners @ Polo Towers for over 10 years and we even have a deed to prove it.
We love the location and have had many great times however our last two stays have really opened my eyes to what is really going on.
Staff is horrible when there is something that needs repair in your unit, PBX operators rude and unwilling to help owner & guests. We are only Silver VIP owners with Polo and it should not matter, we should get the same service as Gold or Platinum owners. It took 5 complaints to different employees before I received any help to fix a light above the sink! Really!
I even went as far as the sales office for some help and that went bad real fast. I had a cocky salesman tell me to go back to my room or he was going to kick me out! Come to find out there are only 3 people in this company that have that authority & he’s Not one of them. Shame on you, you cocky salesman that is only there to get you to sign on the dotted line and get his commission check then forget your face.
The GM of the resort and the head of security is trying to help me but around every corner, there is a problem and another complaint. If you own here please respond to this post I have uncovered lots of dirty secrets that Diamond Resorts & Polo Towers would like to sweep under the rug. Owners if you are not using your proxy to vote you need to! Polo Towers is only interested in that high-pressure sales practice and that almighty dollar. Owners we need to band together & fight for our rights as owners.
Who do you think pays for the damage that happens to a room when someone that has no interest in the property trashes the place and LVPD has to come to break it up……..we do. I don’t know about you but I’m sick of it and plan to do more to let people know that even though you go undercover you only see what they want you to.
Open your eyes and take a stand!
At that time, the security guard mentioned the vent for the washroom was not working and may have contributed to the wet conditions in the washroom. I am not sure that all the suites in the property are cared for properly. And this is not the end of it. For the next few days, security and the concierge left us several messages to follow up with them to fill out some ‘paperwork’. We ignored these requests. Our day of departure, we were awakened by a call at 6:50 AM. We did not answer. Then another call at 7:50 AM. Again, we did not answer. Then a call at 8:50 AM followed by a knock on our door by security at 9 AM. It’s strange, I get hurt on the Polo Towers property, but Polo Towers tried to intimidate me and make me feel like a victim. This building has some real problems, not only with their facilities but also general human decency. I was lucky to be still alive but be forewarned – if you decide to stay at Polo Towers, you may want to pre-hire a lawyer to bring with to deal with the staff who will hound you if you have the misfortune to injure yourself on their premises.
No Diamond in the Rough - Just Plain Rough
Just returned from an 8 night stay at the Polo Towers. First, if it is location you seek then have at it. Location to strip action is the highlight. Room clean and size was adequate for 2 people staying as long as we did. We were located on the north side of the building where all the dumpsters for this and surrounding properties must be located.
Wake up to dumpster cleaning and trucks 7 am each morning! Internet service terrible.
All guests complaining.
The pool is the worst.
Way too small for the number of guests staying at the resort.
Good luck finding a chair.
This is a timeshare so expect to be sold something. Starts with check in and the push to get you to sign up for an information breakfast. If you want to experience high pressure sales then don’t miss out. Otherwise, refuse the breakfast. The staff will argue with you but stand firm. Buy yourself a nice breakfast elsewhere.