We are a family with a baby 4 years old. We had a booking for an apartment at the Club for 5 nights made 2 months in advance via one of the major hotel reservation systems.
At the reception two members of reception staff coldly informed us that the Club was full. They claimed it was the fault of a hotel reservation system but in our further conversation with the reservation system it turned out it was totally false information.
The Club had to bear liability for this incident.
The reception staff said we had to move to Santa Barbara Golf and Ocean Club in Golf del Sur (25 minutes by car from Costa Adeje). As our next booking was made in this hotel and we had certain plans for Costa Adeje, we refused to accept this unequal offer. No other offers were made to us and we were told to solve the problem ourselves.
We spent more than 2.5 hours trying to fix another accommodation. As the beginning of January is an extremely busy travel season and the prices go up, the alternative hotel we found was much more expensive and of a worse quality.
The behaviour of the reception staff was extremely negligent and arrogant. We were shocked by the way they treated a family with a baby who suffered an extremely inconvenient situation while travelling abroad.
We are very disappointed with the client attitude of the Club's staff. We had an illusion that Diamond Resorts International adheres to much higher standards of “customer commitment” which it professes quite loudly.
- Royal Sunset Beach Hotel
- Royal Sunset Beach Resort
- Royal Sunset Beach Club Tenerife
