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Diamond Resorts Beachwoods Resort
Rooms are Awesome- STAFF IS HORRIFIC
I recently visited Turtle Cay Resorts through Diamond International in Virginia Beach on dates March 3rd- March 17th of 2018. I wish I could say that my resort experience was decent but unfortunately I had a few altercations with the staff and the way I was treated. I would really advise that this resort have some staff training on etiquette and customer service, which is one of the most important things that staff members should be trained on when working at a Resort/Hotel.
Our room was awesome and we loved the space. One of the staff member’s Carmelita was extremely helpful and was one of the ONLY staff members to have any kind of good hospitality towards us, she constantly went out of her way to make sure we were accommodated at all times. I could brag about her all day- She deserves to work at ANY resort and they would be lucky to have her- She was more helpful then Crystal the manager we dealt with on several occasions.
The first week we were there upon check in they refused to check us in because they would not take our Security Hold because the credit card did not match my husband’s name. I explained to them that we have used that same card for the pass 4 weeks at the other Diamond Locations and they still refused. The girl who was checking us in her name was Kaheila. Oceanaire staff had to call down to turtle cay and Tell the staff to let us check-in because they kept refusing -mind you I had a newborn and a 1 yr old with me. Finally, after hours, they let us check-in. We got into our unit and we loved it- it was spacious and fully equipt and we loved the layout.
The next day I was there, I got locked out of my unit and I went down to get a key at the front desk and the front desk staff Kaheila refused me a key to the room because I was not on the reservation. I do understand this was for security purposes so I asked if there was any way they could call my husband and verify to give me the key. She had a disgusting attitude about it and started rolling her eyes- so instead of dealing with her nasty attitude, I sat on the couch in the lobby and waited for my husband to drive all the way to the resort from his work just to let me in.
On Monday morning we asked about having our unit cleaned, they stated they would have HK come Monday morning and take care of it for us complimentary because we had been there more than a week- They never came so we re-scheduled it for Tuesday- When they came on Tuesday all they did was make the bed and put towels in the bathroom- They did not re-fill any toilet paper-towels etc. They did not vacuum, sweep, or anything- I was so frustrated so I talked to an FD girl and she stated she would let her manager know of the HK issues- We still never got a follow up from anyone and I just did everything myself.
On Thursday evening we had called and talked to one of the associates’ Destiny about rates for the hotel. We needed a one night stay because our current reservation had ended short and we needed to stay over until Friday night so we would have a room until we checked in at Oceanaire on Saturday. Destiny also was rude and not very inviting or didn’t really seem to care about anything we told her or getting us the best rate. She repeatedly kept interrupting me when I was explaining to her what we were trying to accomplish and kept telling us she was not able to help us get a room rate. So I hung up and decided to talk to the manager in the morning when she came in.
I talked to the Manager Crystal again the next morning and she gave my husband a rate of $174 total. I thought that was ridiculous that we would have pay that for one night. She insisted that was the best she could do- Then i went down and talked to her and asked if that was really the lowest she could go for us after we had stayed there for two weeks and only needed that one night and she gave me the rate of $171… a 3$difference. That was almost insulting but I was so aggravated, I paid it and went back to the room.
The rest of the week was good and we enjoyed inviting and visiting with our family. The Shamrock race was on Friday and Saturday and we were due to check out on Saturday. We were told by Kikilia that we would be charged a late fee if we were not out by 10, so I called to get a late checkout because the roads were closed and we had no way of getting on the roads to go to our next resort ( Oceanaire) which is also a diamond location. I talked to the manager Crystal and she authorized a 12pm checkout even though the roads weren’t open until 1 and said that we would be able to get down to Oceanaire before then.
As I was gathering our belongings and loading the cart up- Housekeeping walked into our unit because front desk failed to tell them that we were late checkout- This had happened also on Thursday when we were due to checkout but paid the stayover fee- Housekeeping had walked into our unit then as well. I didn’t have a problem with the housekeeping doing that because it wasn’t there fault that they were not informed.
As I was small-talking with housekeeping the front desk staff Kaheila came on the radio and started yelling at housekeeping for not bringing a hairdryer to another unit- mind you I heard the whole conversation and it made me feel very unpleasant and uncomfortable. I was shocked that the FD girl thought she could talk to the co-workers like that and this was probably the 3rd or 4th time this had happened that I had overheard the conversation with the same FD girl where she was just extremely rude to the other people who worked with her. I apologized on HER behalf to the Housekeeping that they were being treated like that.
Upon checkout as I was checking out- Kaheila then again was on the radio yelling at housekeeping- in the lobby- where everyone could hear her. I took it upon my self to approach her and say something because I could not leave with knowing she treated people that way IN FRONT OF GUEST. I stated to her ” A small word of advice- you never know who is listening and who is around when you are yelling a co-workers through the radio, so I would be more aware of your surroundings and how you talk to people at the resort because it comes across very rude and makes your guest uncomfortable”
She looked me DEAD IN MY FACE – proceeded to roll her eyes and turn her face as I was talking to her like I wasn’t even there and I said ” Excuse me?? I was trying to talk to you about an issue I am having with your customer service” and she literally sat there and blinked- rolled her eyes and just smirked in my face. I then proceeded to tell the older FD lady that I wanted a manager and she already knew I did because she asked the minute that happened.
What is appalling about all of this is that the MANAGER was in the back room and had heard EVERYTHING that was happening out at the desk and didn’t approach to diffuse the situation or correct her employee- instead she sat in the back room the whole time while the situation was going on AS I am explaining to the manager the situation – The FD girl Kaheila was in the back sucking her teeth and lifted her hand as if she was going to put her hand in my face and stated ” First of all” and I said ” First of all what??? : ” Are you threatening me???” The manager saw the whole thing happen and didn’t even react- all she did was finish checking us out and told us to have a good day= I stated I would be calling corporate and Kikilia laughed at me as I was walking out of the lobby. There was NO follow up report and there was not an apology for what happened. I AM A GUEST HERE AND THIS IS UNACCEPTABLE BEHAVIOR. I am extremely offended – shocked and I felt threatened that this happened to me in front of my family.
We left a very expensive spice rack in our unit and when I called back THE SAME DAY we were told it was not there or in the lost in found. I was very upset and I will never stay here again because of the staff. The manager Crystal really needs some training on how to provide customer service and at least PRETEND you care about someone’s situation. She was cold and had a dry arrogant attitude every time I had any contact with her. She needs training in order for her staff to act appropriately. If Diamond allows these kinds of things to happen to their guest, I am really disappointed.
The staff needs to learn how to treat a guest and how to have etiquette when dealing with guests, especially because we were considering buying into a timeshare there and now we NEVER will because of the terrible experience we had. I paid an extra $171 to be belittled and treated like dirt.
Very Disappointing ... Will Not Return
I’ve been vacationing in Virginia Beach for the last 9 years between Ocean Beach Club and the Boardwalk Villas and this was my first stay at Turtle Cay. First, I must compliment the staff who were unfailingly friendly, helpful and responsive. It is the poor condition of my unit, the completely inadequate internet service, and the bugs which were problems.
My unit faced Pacific Avenue and a creek. Apparently, the creek breeds a lot of mosquitoes which combined with gnats/fruit flies and two large water bugs in the unit was very unpleasant. I bought bug spray (reimbursed later by Turtle Cay) and killed no fewer than 10 mosquitoes the first day. They need to have a plan to control these bugs so that guests are not bothered by them.
There is little to no internet service in the bedroom and the internet service is extremely weak in the living room. Just not acceptable in this day and age. I am willing to pay extra for good internet service.
Regular maintenance of the unit seemed non-existent since I found: a hole in the ceiling above the toilet (was fixed), the top door lock did not work (was fixed), the fireplace did not work (was fixed), and the toilet had to be fixed 3 times.
Finally, the sofa needs to be reupholstered or replaced; it was very uncomfortable.
All in all, I would not return to Turtle Cay.
Google search Diamond Vacations before booking...
I wish I had. I typically check reviews before going someplace new, but I went off of a friend’s recommendation. Had we stayed here several years ago, her rave reviews might have been accurate. However, if you haven’t looked at the latest reviews on major review sites for 2017, you might want to. Walls are paper thin, you hear every footstep. Corner suite was spacious but VERY dated.
Dirty walls, water stained ceiling, the sofa was gross. We put a sheet over it before sitting. It was also very uncomfortable. Wi-Fi barely worked. One trash receptacle in the kitchen. No housekeeping. Fruit flies. The pool…ugh. The pump must’ve been broken because it was more like a creek than a pool. Cloudy water leaves everywhere, and a chicken bone floated by. Yes, a chicken bone. I will say that other than the water, the pool area was decent.
The candy sushi was a highlight for our 5 year old. Mind you, you do not have to accept the timeshare/vacation package they try to push on you, but do know that they will. There was no way I was buying into a vacation package if Turtle Cay is what you have to offer. One elevator, enough parking, lots of yellow taped off areas. One block from the beach. The bed was pretty comfortable, as were the pillows. But for 260/night (and that was discounted), totally not worth it.
The poor trend continues
I have vacationed at this hotel for many years therefore, I can stay with confidence this hotel/resort has steadily declined over the last three years.
Landscaping and pool areas – general housekeeping/lawn and plant care/ pool maintenance/pool housekeeping have all become substandard.
Stairwells and walkways are dirty and dingy.
Rooms – overall are fair however, they are becoming beat down from wear and tear.
Rooms – painting and doors need immediate attention
Rooms – appliances not functioning properly
Bathroom – tile is beginning to crack
Stairwells closed during peak July 4th week causing visitors to hike with luggage.
I will not be returning!
Poor leadership displayed by the new ownership – Diamond! “Stay Vacationed”
Again this is an ongoing trend! Diamond Resorts you need to take action!!!!