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Many of the UK’s timeshare owners are currently tied into agreements with Diamond Resorts Lancaster – one of the leading timeshare schemes in the UK.
There has been a huge rise in complaints and timeshare release enquires in recent months from clients with timeshares at Thurnham Hall by Diamond Resorts. Many concerned timeshare owners who wanted out of their agreement cited reasons such as high annual timeshare maintenance fees, and agreements committing Thurnham Hall owners to paying fees “in perpetuity”
Be Not Misled!
Prior to crossing to The Isle of Man from nearby Heysham, my wife, son and I booked for one night into the Thurnham Hall Hotel. So far so good! We were impressed by the picture on their website and were hoping for something a little bit special!!!
My wife made the booking and pre-payment was required. I should have got the message here! When I tried to pay, the rather sharp woman at Diamond Resorts refused to accept any payment from me, insisting that it was “Company Policy” that payment would only be accepted from the one making the booking!! Furthermore she kept interrupting me when I offered (unsuccessfully) to pay!
Worse was yet to come, as when we arrived we were refused a Dinner Booking, as we had not specified this when making the original booking…yet we were never invited to do so!!
After having driven all the way from Gloucestershire, we asked to speak to the Duty Manager. Guess what!! He was “off site” and the Chef promised to call us back, but never did!
It appears that the Hotel Restaurant is another business sub-contracted from Diamond Resorts and we were told there was absolutely no room in the Restaurant! We were advised that there was “a take away” in the village!! All very abrupt and inconvenient as we had a vintage car on a trailer!
Ultimately, we were offered a bar snack that we took as there was no alternative, steak,(poor quality and tough) and chips in the noisy bar!! At least we were offered complimentary drinks!
On arrival at the Hotel, were asked for a further £100 for “Security” whatever this was, but this was not taken from our card mercifully. I saw no evident of Security during our stay!
At Breakfast the following day, which took ages to be served, we heard the kitchen say they had run out of eggs and someone was dispatched to the “farm shop” to get some more!!
Altogether a sorrowful tale, and be not taken in by the splendid picture on the Group website; we were in an annex some distance away and had to drag our wheeled suitcases all the way to the car. We were glad to leave and certainly wouldn’t recommend this hotel to anyone!!
As part of, I imagine, a large group it lacked any warmth, instead only wishing to receive our money. Since we returned home we have been asked by Diamond Resorts for our feedback, three times….well. here it is!!
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Our team here at Mercantile Claims is always available to assist you with any issues, concerns, or queries you have regarding your timeshare agreement. Below is some feedback from owners and visitors of Thurnham Hall Country Club. If you have a more specific query please contact our team of experts and we will respond as soon as possible.
Ok but not Great
I have just stayed in Thurnham Hall for 5 nights in a 2-bed apartment.
I’m not going to lie to you, from the pictures on the official website, I thought I had nailed it.
This place was going to be the bee’s knees, it was ok, but compared to the website images, it’s a far cry from that.
The pictures on the website must off been just newly refurbished with new furniture.
The apartment I was staying in had a very pungent smell, it was a strange smell like a dampness mixed with a stale Indian cooking aroma.
The apartment was cleanish, maybe we are just very clean, but it was not really up to our standard.
What really topped it for us was the sofa’s, they where bogging and flea ridden.
There were 5 people in our party and we itched and itched after sitting on the sofas.
It was unpleasant you could see the dirt on them, they needed fumigating.
We ended up sitting on the dining table chairs to watch TV.
But what I can say is the surrounding area is beautiful, the pool is great, the Manor house is beautiful, the furniture in there is lovely and to sit at night in the lounge is really nice.
But the apartment I had was disappointing.
It’s very strange because I really don’t want to slate Thurnham Hall, because everything else is very good, but the apartments are not what it says on the tin.
Run for convenience of staff
This is a very grand place – a beautiful main house surrounded by lovely grounds and tastefully-built stone complexes of self catering apartments. First impressions were good and my apartment was clean, well equipped and comfortable.
However, I became increasingly irritated by the way the place was run – akin to a budget airline charging for all “extras”:
It is totally unacceptable these days to charge your guests per day for WiFi use but this is what happens here at Thurnham Hall. It transpires you also have to pay 10 pounds a day to use the spa.
Generally, the place seems to be being run not primarily for the convenience or comfort of its guests but in order to make the biggest margins on profit.
Presumably, this explains the requirement to check out at 10am sharp, but that the check in time was not until 4pm – clearly Diamond Resorts do not employ sufficient numbers of cleaning staff.
Why does the pool open only from 9am? If I’m paying my tenner per day I would have liked a pre breakfast swim.
Lovely but defo not 5 star
Just had a long weekend with friends.
We picked Thurnham Hall after reading amazing reviews and having a friend recommend the accommodation to us.
The weekend was lovely, check in was slow but we were all still excited. We had apartment 26 it was very disappointing, looks great from outside. But inside the whole apartment needs a good refurb.
Bathrooms looked very very grotty, dirty grout, cracked tiles, marks on walls, the kitchen was very old and missing important features.
Just overall very deflating after looking at pictures and hearing such fantastic reviews.
Had a lovely weekend but I’ve stayed in premier inns and travel lodges of a much better standard.
We will not be returning.
Nice resort, shame about Diamond Resorts lower standards
My wife and I have stayed at Thurnham Hall dozens of times and enjoyed our stays but from our latest stay this weekend it is apparent that Diamond Resorts are grabbing every last penny they can from guests by charging extra for literally everything.
We asked if we could check in to our room one hour early to be told certainly….that will be £10 extra. In 2018 it’s hard to believe that anywhere charges ‘per device’ for WiFi (even the flaky ‘the cloud’) oh and yes there’s a nice pool and gym, both chargeable plus a cost to borrow a towel!
We paid extra for an ‘elite’ room which generally was roomy and nice but as there were four adults, we had to toss a coin as to who had the king master en-suite bedroom and which couple had the twin room.
Our friends drew the short straw and had the twin. On the first night our friends complained that the beds were very narrow and they feared rolling out of them so on the second night they opted to sleep on the sofa bed in the lounge which was larger.
Our friends hardly slept again because there was a humming noise from the laundry directly below (it sounded like a washing machine or dryer running until the early hours).
We were also disappointed that there was no longer a ‘places to visit nearby’ book in the apartment. On leaving and checking we hadn’t left anything, our friends noticed broken biscuit bits under their bed, so obviously, cleaning standards have dropped.
We complained at reception and were told ‘thank you for letting us know’.
I put a message on Diamond Resorts Facebook page and got a very similar response. I doubt we will be staying at a Diamond resort again.
Beautiful apartment and grounds but ADDITIONAL CHARGES FOR EVERY LITTLE THING!!!!
We stayed for a week using our timeshare getaway.
The accommodations were wonderful and the views were beautiful.
I have zero complaints about our unit, it was a Beautiful modern 2 bedroom unit and it had a well stocked kitchen and was clean and spacious. if my rating was based solely on the unit and the beautiful farmland where the resort was located, I would’ve rated it a 5.
The main problem I had was with all the ADDITIONAL CHARGES FOR EVERYTHING.
£8 a day for WiFi is a bit pricey, especially if you’re there for the week.
Then you have to pay per day or week to use the pool, THEN on top of that, you have to pay £1 each for a towel for the pool and can’t take your towel from your unit. I felt like they were “nickel and diming “ us(as we say in the US), squeezing us for every ££££ they could.
These charges should be included in the room rate, especially the pool and towel charge.
Hell on wheels
I don’t believe that some of these reviews are real, or made up my staff and management, but I have never in my life been to such an awful place.
We arrived today at 4 pm and checked in at a very scruffy reception, and two receptionists that resembled barmaids from a working men’s club.
There were tatty signs everywhere telling what not to do, very overkill.
We were given our key to our apartment, which when we got to the door was next to the staff room, which in turn had slung their rubbish outside right next to our door, with duck poop everywhere, obviously, the on-site live ducks had tried to get in the trash.
To b fair the bathroom was clean, but the room was not good, with net curtains, that had seen better days, and no bulb working in the bedside lamp.
We decided to go for a drink in the bar, to give the hotel a chance, but when we got to the bar the awful smell from the two massive sofas was powerful, of old seat and beer, they need to go or have a damn good clean.
Above the bar, there was a water leak and a ceiling that needs major attention.
The bar area was dirty and unkept.
We ordered a coffee and a glass of wine, the coffee was tepid and not of good quality, and the wine was warm, in a dirty glass.
I felt awful and the decision to leave was a difficult one, as my young son has treated us as our Xmas present.
We had to leave as the whole place is tired, dirty and ill-kept
Final Visit To A DRI Resort Falls Well Below Usual Standard
Been a DRI (GVC/Sunterra) member for almost 20 years but recent issues with DRI had resulted in us recently ending our membership, This was our final visit to a DRI resort as members and our previous visits here had always been good.
Stayed for 2 nights in apartment 25. Greeted on entry with a number of Bluebottles which we had successfully dealt with after about 15 minutes or so. Off to the bar to find that all local Lancaster beers had run out and the cask IPA was out as well. Easy to see why the bar was like the Marie Celeste! 2 nights of custom lost.
Returned to an apartment to find another group of Bluebottles had taken over the kitchen so more time squishing the invaders. Settled in the living area to find a condom wrapper sticking out from under the sofa bed – I suppose it could have been worse! Couple more bluebottles appear so we decided it was time to seek sanctuary in the bedroom.
Early out to catch a bus into Lancaster where we had a lovely day. Arrived back late to once again be greeted by even more pesky flies.
Hopefully, the problem will be dealt with before the next guests have to suffer such an experience
Nice setting for a hotel but really poor customer service
We stayed here for a night. The hotel is in a lovely setting in mature grounds.
The hotel reception staff were lovely and v helpful. They kindly gave us an early check (2pm instead of 4pm) to allow us to get ready for a wedding we were going to. We had a 1 bed apartment (room no 8).
We didn’t need or use the ‘apartment’ element of the room, however, the kitchen and lounge looked well equipped from what I saw. Had to give this a bad star rating due to the rude manager and customer service from diamond resorts. On returning to room from wedding late (and 6 months pregnant so very tired!) – we realised the only bed was in fact a 3/4 sized one.
Despite being pregnant – not acceptable in my opinion for a 4 star hotel selling the room as a double. Our friends who stayed had a king size bed – so looks like maybe just our room was the problem? Anyway – too small for me and husband to fit on so husband had to kip on an Uncomfy sofa!!
On discussing this with manager afterwards – she said we should have measured the bed beforehand and could have then changed room (I just hadn’t thought to get my tape measure out on arrival!!!) then she said we should have slept on the sofa bed as she admitted the bed was small. I had no idea it was a sofa bed – besides which they aren’t known for their comfort value!!!
The hotel is run by a big corporation and they didn’t seem to care about my opinion or this issue. Wouldn’t recommend against this hotel at all as it was lovely and most rooms seem to have beds fit for purpose- just maybe avoid room 8!! ;) oh and don’t expect anything from their after sales customer service!!!
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