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Diamond Resorts update statement on Coronavirus (COVID-19)

RDO / Coronavirus  / Diamond Resorts update statement on Coronavirus (COVID-19)
3 Apr 2020

Diamond Resorts update statement on Coronavirus (COVID-19)

As the situation around COVID-19 continues to evolve, the safety and well-being of our members, owners, guests and team members is always our top priority.

Following instructions and mandates from local governments, we have temporarily closed all of our resorts in Europe with re-opening dates expected as follows:

  • Austria through April 30, 2020
  • France through April 15, 2020
  • Italy through April 17, 2020
  • Portugal through April 30, 2020
  • Spain (including Canary Islands) through April 11, 2020
  • United Kingdom through May 15, 2020

Additionally, we have temporarily closed several resorts in the United States and Canada, and all of our resorts in Mexico. Our teams have been diligently working to notify members, owners and guests with impacted reservations, and offering complimentary modifications or cancellations.

We are continuing to waive cancellation or modification penalties for all members and guests scheduled to arrive at any Diamond Resorts managed property before 30 April 2020 up to 24 hours before their scheduled arrival.

At Diamond Resorts, we take pride in providing exceptional vacation experiences to everyone. We appreciate everyone’s trust and support during this unprecedented time, and look forward to welcoming our members, owners and guests home soon.

15 Comments:

  • Joyce Monger
    April 6, 2020 at 7:22 pm

    The Greek government has closed all hotels and has a strict lockdown. (No restaurants or other public facilities) Also anyone entering the country has to quarantine for 14 days. However there is no reference to bookings in Greece.
    Furthermore flights from UK have ceased for April and May. It is not very helpful for those with bookings after April 30 who cannot/ do not wish to travel in the current situation

    • Nikkie
      April 21, 2020 at 9:59 am

      Thank you for your comment, the situation is changing quite frequently and Diamond Resorts is adding to information page https://www.diamondresorts.com/covid-19-update as and when more information becomes available, for example details for resort closures for Greece have also now been added to the information page. All owners and members who had an active reservation during the closure periods stated on the website information page https://www.diamondresorts.com/covid-19-update are being contacted in date order priority and provided with their options. As you can appreciate call centre teams are operating on skeleton staff basis and lines are extremely busy so Diamond are stressing that if a reservation is outside of the stated closure periods to call back nearer the time or email – reservations@diamondresorts.com.

  • Dalal Salomon
    April 18, 2020 at 12:57 am

    What is Diamond doing to allow owners to move points to future years since many of us are elderly and cannot travel this year and maybe next year?

    • Nikkie
      April 21, 2020 at 10:04 am

      Thank you for your comment, the situation is changing quite frequently and Diamond Resorts is adding to information page https://www.diamondresorts.com/covid-19-update as and when more information becomes available. All owners and members who had an active reservation during the closure periods stated on the website information page https://www.diamondresorts.com/covid-19-update are being contacted in date order priority and provided with their options. As you can appreciate call centre teams are operating on skeleton staff basis and lines are extremely busy so Diamond are stressing that if a reservation is outside of the stated closure periods to call back nearer the time or email – reservations@diamondresorts.com. Additionally Diamond Resorts are considering how points members can be given additional flexibility with use of points and members are advised to contact the customer service teams via AssistanceEurope@diamondresorts.com for queries pertaining to points usage.

  • Linda Massey
    May 11, 2020 at 11:35 am

    We have a reservation for November in tenerife and we are over 70. If we cancel now will our points transfer to 2021 because we don’t feel confident to travel this year at all. Thank you very much.

  • Sherwyn Stephen
    May 21, 2020 at 8:33 pm

    Does Diamond Resorts have a waiving of minimum payments for the next month to two months for people who have been financially impacted by the Covid-19 virus?

    • Nikkie
      May 26, 2020 at 9:53 am

      Thank you for your comment. We are unable to answer your query and would suggest that you contact Diamond Resorts directly OwnerServices@diamondresorts.com.

  • Norman W Knight
    July 15, 2020 at 11:43 pm

    When will information about how DR will move 2020 points, which can’t be used due to the pandemic, to future years.

    • Nikkie
      July 21, 2020 at 3:51 pm

      Thank you for your comment. We are unable to answer your query and would suggest that you contact Diamond Resorts directly OwnerServices@diamondresorts.com.

  • Miranda Patrick
    September 27, 2020 at 12:59 am

    Hi, what solutions are being offered to Sampler members who under normal circumstances have to use their days within 2 years and cannot due to Covid-19 travel restrictions, border closures and closed resorts? Will you extend the period by which they can be used? Allow them to utilize stays at resorts in their home country? Other?

    • Nikkie
      October 19, 2020 at 3:30 pm

      Thank you for your enquiry we would suggest in the first instance that you contact the resort/company from whom you purchased the sampler membership.

  • Adrian Shepherd
    October 28, 2020 at 4:08 pm

    Since Feb, most overseas DRI locations have been closed or inaccessible due to UK Govt travel restrictions. There is also very limited availability within the UK itself. I am currently sitting on a lot of unused points (& another chunk will be added in Jan 2021) and find myself asking when will i be able to use these within the 3 year usage rules. Does DRI intend to either buy back some of these points or extend the 3 yr usage rule?

    • Nikkie
      October 29, 2020 at 1:10 pm

      Thank you for your comment. We are unable to answer your query and would suggest that you contact Diamond Resorts directly OwnerServices@diamondresorts.com.

      • Adrian Shepherd
        November 1, 2020 at 12:41 pm

        Thanks Nikkie for your prompt response. Before posting here, i had already tried to contact them directly via the OwnerServices email address. Unfortunately, in the past 2 weeks, no one has bothered to reply since (sort of sums up my view of the DRI operation at the moment). They like my money but not so keen on providing the quality service that always used to be their hallmark (i have been a member since 1995 and have always been a big fan).

        • Nikkie
          November 19, 2020 at 9:35 am

          Dear Adrian I am sorry to read that you are having difficulties in receiving a reply from owner services at Diamond Resorts. If you would like RDO to try to assist then please contact our consumer services via email info@rdo.org.

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