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Friday’s Letter from America

Once again welcome to Friday’s Letter from America, this week Irene Parker interviews yet another military veteran family about their experience with Diamond. Joshua and Nichole Parker are just another couple in a long line that have reached out to Inside Timeshare in the past few months, we do not expect them to be the last.

First we have a quick look at Europe, we begin with a warning about a company cold calling Diamond owners in the UK.

cold call

One of our regular readers who is a member of one of the Diamond facebook pages, received a call from a company claiming to be called Scottish Heritage. It seems that the caller knew our reader is a member with Diamond Resorts, the offer was for a stay at a choice of hotels in Scotland for 5 nights for the knockdown price of £99.

This sounds like the old “flybuy” offers that we have warned about in the past, cheap stays along with the obligation to attend a presentation usually to purchase either a timeshare or holiday club package.

When we searched for any company called Scottish heritage we drew a blank other than the official Scottish organisations, which we very much doubt would be making these type of calls.

The number used for the call is:


Which is a Chester number, when we did a check on this number it did show some rather interesting results, on Who Called Me,

there were many entries about this number, including the name Scottish Heritage. It also belongs to a website called

In their About section they go on to say:

“As a guest of Loyalty Breaks, you would receive heavily discounted accommodation in a selection of leading hotels and resorts around the world that would otherwise cost a considerable amount of money.  All that is required from the guest is that during their stay, they take a morning or afternoon of their time to learn about the benefits of the resort in a relaxed environment, and donate valuable feedback to improve customer care and satisfaction.

The developers will heavily subsidies the accommodation for up to 7 nights, with the intention on enlightening their visitors on the benefits and perks of their exclusive residences in some of the most sought after destinations around the world.”

Which does confirm what we expected, discounted breaks with a presentation. Unfortunately we can find no company registration for either Loyalty Weeks or Loyalty Breaks, and the website does not give a name of who is behind it, although it was only registered on 29 July 2017, so it is only around 8 months old.

The question now is who is behind it and how did they get the information, especially as they knew they were Diamond owners. Could it be that some unscrupulous sales staff who knew that they were going to be laid off, got hold of the members data either selling it on or starting their own little enterprise?

It has also been a busy week with sentences from the Supreme Court in Madrid being issued against Silverpoint, Palm Oasis and Puerto Calma, a good week for the lawyers and their clients.

Now on with this weeks Letter.

A Veteran’s Family Bought Diamond Points

Dismissed by Diamond Hospitality Consumer Advocates because,

“You signed a contract”  

An Interview with Joshua and Nichole Parker


By Irene Parker

March 16, 2018

Joshua “Josh” and Nichole Parker attended a timeshare sales presentation that lasted from 8AM in the morning until 8PM at night at Diamond Resorts Mystic Dunes resort in Orlando on November 8, 2017 after attending a Diamond’s Event of a Lifetime. “Why didn’t you just leave?” the critics ask. Joshua explains why on his YouTube. They purchased 4,000 Diamond timeshare points. Joshua and Nichole say they were told their points would go up in value. Now, expecting twins, they do not have enough points for a family of five to vacation and have learned, not only did their timeshare points not increase in value – there is virtually no secondary market for Diamond timeshare points. Josh’s YouTube

Josh suffers from post-traumatic stress disorder. Josh is the second 90% disabled, PTSD diagnosed, Iraqi veteran Inside Timeshare has assisted this year. The other veteran and his wife had been subjected to a five hour predatory and fraudulent timeshare hard sell. They recorded an hour of their ordeal which has been turned over to law enforcement. After listening to the recording, I can firmly say there was no alleged about it. Their timeshare dispute was quickly resolved after a copy of their YouTube interview was sent to the timeshare company. Others who allege fraud, but did not record their alleged fraudulent timeshare sale, face an uphill battle of repeated denials and dismissals. Timeshare companies often respond, “You signed a contract.”

The FBI disagrees with this reasoning, and has advised timeshare members to file complaints with the FBI at and orally through the FBI field office nearest to where the timeshare contract was signed, if their allegations meet the FBI definition of white-collar crime, “deceit, concealment, violation of trust, bait and switch.” The FBI agent Josh spoke with advised Josh to also file a complaint with the Federal Trade Commission (option other – timeshare sales).

Post-traumatic stress disorder

The tragic events that took place at the Veteran Home in Yountville, California, Friday, March 9, a formerly safe place for Veterans suffering from the effects of PTSD, reminds us that the effects of war or a traumatic event can live long after the event or the battlefield. It’s not an easy topic, but one timeshare companies and timeshare sales agents should be aware of, if they care.

My interview with Josh and Nichole

Irene: Josh, tell us about your military service.

Josh: I joined the army in 2005, partly for the health benefits, and because joining the army was what I always wanted to do. I became a military police officer. In Iraqi I was part of a Police Transition Team. We taught Iraqi police how to be police because they lacked training. I was part of Operation Iron Maiden in 2006 when an attempt was made to catch Ayman-al-Zawahiri. We knew there were weapon caches and hostiles. We performed an outer cordon searching for hostiles. We were out there three days. I hurt my lower back from a fall while on this mission. The weight I was carrying made the injury worse. It is considered a combat injury because it was in reaction to incoming rounds.

Irene: You suffer from PTSD. Explain how that has affected your life.

Josh: The experience of combat changes the way you think from that time forward. During those three days, at one point I came to the realization that I was going to die. That moment changed me for the rest of my life. I have a high priority for security. Most people get up in the morning and think about what they are going to do that day, food, work, entertainment and security. For me it is food and security. The first thing I ask myself when I wake up in the morning is if what I am going to do today is safe.        

Irene: I too suffer from PTSD, so interested in the subject from a personal perspective. I followed the role model of John Walsh of America’s Most Wanted channeling my anger and grief into advocacy. Mr. Walsh lost his six year old son Adam, a victim of a homicide. I revisited the topic again and found this symptom:

You may be jittery, or always alert and on the lookout for danger. You might suddenly become angry or irritable. This is known as hyperarousal.

It’s hard enough for anyone to endure an eight hour hard sell timeshare presentation, but PTSD, combined with a high risk pregnancy carrying twins, obviously made your experience even worse.

Josh: Nichole has had several miscarriages, and has gone through eight years of fertility treatments. So expecting twins, we are in a constant state of worry. In addition, they forced us to leave our crying 4 year old in the kids club because they could not proceed with the sales presentation with her there. Our daughter was born with a genetic disorder called Klippel-Feil syndrome, a bone disorder that also affects her heart and kidneys. She also has many food allergies. It was unfair to leave a child in the play area for hours, told by our sales person Tiffany that she would only be there two hours.

Nichole: They don’t really feed the children. They only offer snacks and our daughter Vanessa could not have some of what they offered. Had I not have almost passed out from low blood sugar due to my pregnancy, they would of expected us to leave our child there thru lunchtime.

Josh: We didn’t leave because they would not return our credit card and driver’s license, even to leave for lunch, telling us to just drive to the restaurant on property. The reality is, you ask and they say yes, I’m going to get it from so and so. Then 10 minutes later someone else arrives and they start over saying, “I let him know and he’s going to bring them.”  There is a constant push off to delay getting the IDs and credit card. It’s relentless.

It was like being tortured, being held hostage, and they did the same to our child. When the sales people were talking, they refused to let us check on our kids saying, “If there was a problem someone would come get you.  Meanwhile, you hear kids screaming.”

Irene: As mentioned earlier, those with PTSD are jittery and on the lookout for danger. You are prone to be angry or irritable.

Josh: Yes, and around 5 PM I went out to the car to get something. I have handicap parking, but the handicap parking had been blocked off with cones. I rolled my ankle stepping between the cone and the cement block.

Nichole: This was why we did not get the papers signed until 8 PM. We reported the incident at the front desk. They called security to file an incident report. While waiting for security, Robert, the sales manager and Omar, the sales center manager, continued to pressure us to buy points even though Josh was in visible pain, with ice on his ankle.

Josh: We kept saying we could not afford the points, even though I was visually in pain. My ankle was starting to swell right before we signed the documents. We were not even on the sales floor. They kept saying, sign this and this, including the Barclaycard that we did not want in the first place.

Irene: So, after all this, why did you buy?

Nichole: The same children’s hospital I know that my four year daughter old goes to, to see maternal fetal medicine they said we could stay by. So they really got us when they were saying we would be able to be closer to the hospital. But the fact remains, at the time of purchase, even if this is an option, we can’t afford this timeshare and were told it was an investment and could be easily sold.

Irene: When are the Parker twins due?

Nichole: July 18 is 40 weeks but twins are full term at 37 so June.

Irene: I love babies! We would love to visit after they arrive.

Irene: Back to timeshare – Some have asked why you did not just call 911 when they refused to return your driver’s licenses and credit cards.

Josh: The biggest thing was to get it over with. We knew we could not afford it but they kept saying it was an investment and it was good for our children, and they said if we purchase it now we would be assured our children could always take vacations. As an investment, we thought we would not lose money on it. I didn’t count, but I am sure I said 100 times, “I can’t afford this.”

The next up-sell attempt at Polo Towers:

Josh: Next, we were told we had to attend a new member orientation. We had told our sales agent Robert we did not want to attend any more presentations. Robert said we would not have to. When we went to Diamond Polo Towers November 2017 we were told we had to attend a new member orientation to learn how to use the tablet and how to navigate the Diamond website. My wife lost her mind. They called Robert and their demand to attend was dropped.

Irene: When did you realize the hopelessness of your situation?

Josh: We started to question the legitimacy of what we had experienced December 2017.  We know 4,000 points are not enough points to travel with a family of five. We will be struggling with the double expense of two newborns instead of one. The answer for us is not to buy more timeshare points, only to get deeper in debt.  We would have never bought Diamond points if we thought we were obligated to pay maintenance fees for the rest of our lives for a timeshare that could not be sold.   

Nichole: We are stressed beyond endurance over what Diamond Resorts has done to our family.

Josh: We have filed a complaint with the Consumer Financial Protection Bureau. There has been no response. We have filed a complaint with Florida Attorney General Pam Bondi. We did receive an email today with further instructions.

We filed a Better Business Bureau complaint. There has been no response. We will file a complaint with the Nevada Attorney General. We intended to file a complaint against our sales agent Tiffany with the Florida Real Estate Division, but when I called Diamond, they would not tell me her last name. We do have the names of Robert Gonzales, Director of Sales and Mario Hernandez, the highest person there.

I have joined a group of 34 members of active duty and retired military/law enforcement claiming they were defrauded by timeshare sales agents, seemingly targeting the military. We have reached out to Whistleblowers of America, an organization that seeks justice for military and government workers, active duty and retired.  

We contacted Irene Parker at Inside Timeshare because we were going to sign up with Primo Management Group and had a conference call scheduled for February 15. Below are the documents PMG provided, including a Diamond release from Eric and Angela Wood, as a testimonial and an illustration of our Diamond liability projected out 40 years.  Irene told us to cancel the conference call and not sign up with PMG. She advised us to contact Diamond Resorts Consumer Advocacy. She said she felt confident DRI Advocates would be able to help us. She explained the Diamond program CLARITY about transparency, accountability and respect for the customer.

The history of our vacation nightmare:

Sampler purchased 20,000 points for $4000 Parkway International Celebration Area 7/2017

4000 annual points were purchased at Mystic Dune November 8, 2017 Event of a Lifetime. We were told our Sampler points and money paid would be credited towards the purchase of annual points but it wasn’t.

Purchase price $15,133

Amount financed $12,636

Sales agent Tiffany

Robert Gonzales, Director of Sales

Mario Hernandez was the highest person there

Javier was QA

We were told the new thing is that all your points are worth money.  It doesn’t matter if you can’t afford it because the points are worth money. We were told points can be converted to dollars to pay maintenance fees because fees will go up 10% every year and the inflation on the fees won’t match our fixed income.

The Timeshare Exit Company we contacted to get us out of this nightmare:

PMG (Primo Management Group, Inc.) quoted us $3,000 to $6,000 to get us out of our Diamond timeshare.

Thank you for considering PMG, the country’s most respected timeshare relief agency, for assistance in completely cancelling your timeshare obligation.

We have a 100% success rate.  Your deed cancellation is backed by our 100% guarantee and we guarantee to protect your credit throughout the entire process.

Our program includes:

  • Timeshare Contract Cancellation
  • Immediate Cancellation of Payments
  • Cancellation of Maintenance Fees
  • Mortgage Balance Cancellation
  • Protection from Harassment
  • Credit Protection/Correction

 Subject: *PMG Consultation Email

Your Financial Obligation to Diamond


Please feel free to ask your Consumer Advocate any and all questions you may have.  Best wishes and again, thank you.

Grand Lodge_Michael & Barbara Wagner.pdf

Holiday Inn-Orange Lk_Vanessa Pena

Summer Bay_Shovan Anwar & Aniva Zaman.pdf

Wyndham_Tiwuanda Howard.pdf

Diamond_Eric & Angela Wood.pdf

Best Regards,

Ken Crawford

Sr. Consumer Advocate

Irene: What a mess! Will timeshare companies that do not allow a secondary market ever realize they are causing the problem? Never pay anyone or any company money upfront to get you out of your timeshare. If you are contacted by such a company contact one of the groups listed here.  

These are US self-help, member supported groups we feel are not industry influenced:

thanks vets

Thank you Joshua and Nichole for sharing your story, also thanks to Irene all the volunteers for all the hard work they are doing to help those such as the veterans and the elderly.

If you have any questions, comments or need advice on any article published, contact Inside Timeshare from our contact page, please state if you are US or European based.

That’s it for this week, it’s Friday and the weekend is calling, have a good one and join us again on Monday.
friday dog


Friday’s Letter from America

Welcome to this week’s Letter from America, today’s article is not from our very own Irene Parker but submitted by another contributor Kevin Hopkins and his wife Brenda Hopkins, ex-Air Force, in the light of this article and the recent news regarding the President’s son in law, Inside Timeshare asks our readers the following:

How do you feel about Apollo‘s $184 million loan to Jared Kushner, no matter the side of your political aisle, knowing there have been over 30 members of the military and law enforcement who have filed complaints similar to Kevin and Brenda Hopkins, people who have put their lives on the line for us, alleging timeshare deceit.

Scotty Black, retired Navy, currently working in law enforcement, worried about his Security Clearance. Active Duty Navy couple George and Amanda Jones, worried about their Security Clearance,  previously published articles. Terry and Roxanne Hurley, 26 years Canadian army lost their entire life savings. Does Diamond care? Does Apollo? “You signed a contract.” It doesn’t matter what the sales agent said. Too many others to mention in an introduction.

Roxane and Terry Hurley lost their entire life savings

Samuel Melendez

Amanda Jones

Use our comments section to leave your thoughts, now on with Kevin’s story.

Diamond Apollo Points – An Investment Opportunity!

Think Again!


March 2, 2018

By Kevin Hopkins, Retired Air Force, Electronic Warfare

And Brenda Hopkins, Prior Air Force, Avionics

Our Diamond ownership:

Liki Tiki Orlando FL, deeded week with 2250 points (4500 every odd year)

Purchase price in 2010: $10,971

Maintenance fees: $747

Our Diamond membership:

3000 Diamond points purchased Jan 15, 2017 in Orlando

Sales agent: Sofiane Mannai

Purchase price: $14,100 including $2,951 charged to a Barclay card the same day

Amount financed through Diamond Financial Services: $11,643 @ 16.99%

Maintenance fees: $960

About a month after purchasing 3000 Diamond points, we realized things were not quite right. After a year, we realized we made a bad mistake. Yes, we signed a contract. The thing is though; almost everything we were told was NOT TRUE.

What Happened to Us – Our YouTube:

In January 2017, when we met with sales agent Sofiane Mannai at Grand Beach in Orlando, we told him that our biggest complaint about our Liki Tiki timeshare was increasing maintenance fees, over $700 for points we rarely used. Mr. Mannai had introduced himself as an Apollo Customer Service Representative. Mr. Mannai said we could lower, or even eliminate, our maintenance fees if we bought 3000 additional Diamond points. He said that with the additional points, we would become Platinum Members because we would be over 5000 points. “As Platinum members you will be able to sell back annually unused points at a rate of $.50 per point. The money can be used to pay your maintenance fees or whatever you want to do with it,” he explained.

However, Mr. Mannai wasn’t done. He went on to tell us that if we were not happy, starting January 2018, DRI will buy back our points because Apollo wants happy investors. Apollo Global Management is the private equity firm that had recently purchased Diamond. Mr. Mannai said Apollo wants Diamond members to feel that their Diamond points are more of an investment than a prepaid vacation that you may or may not use. Apollo/Diamond loves to buy back points at the price we were paying for them ($4.70) because Diamond can turn around and resell the points for $8 or $9. “It is free money for them. Also, Diamond points are going to be easier to use because Apollo is so big – travel sites are going to start using them like currency. All the major travel sites will have an option to pay for services using Diamond points instead of credit cards!” he added

We asked how much our maintenance fees would go up. “With 3000 more points, your fees would likely double, but think about it – if you sell back all 5000 of your points for $.50 a point, that is $2,500. You’ll be able to pay all of your fees and still have some leftover. Where else could you get such a good return on your investment? But you have to be at Platinum to use this program,” he further explained.

Let me backup at this point and say that we enjoyed our Liki Tiki timeshare but we rarely used it. This would provide a way for us to keep Liki Tiki and use it only if we wanted to. When we didn’t use it we could sell back points to avoid maintenance fees. This would be perfect for us.  

He gave us a timeline that Apollo would be rolling out these changes. This was done verbally of course. I remember because I wrote it down so that I would remember. I now suspect this timeline was a way to ensure that we waited past the rescission period before we complained. The “points as currency” program was scheduled to begin March, 2017, the $.50 per point buyback option June 2017, and the buy-back program January 2018. “These programs are still being implemented by Apollo, so it will not be in your paperwork,” Mr. Mannai added. He also said we were lucky to be receiving this offer now, before Apollo’s new benefits are announced, because the price will certainly go up once that happens.


Yeah, we fell for it. We fell hard. We spent $14,100 for 3000 points.

Our first surprise came about a month later when the additional points showed up in our account. We were not Platinum members. We did not have one account with 5250 points. We have two accounts, the original Liki Tiki 2250 points and the additional 3000 points. The phone calls began. We learned 5000 points is not Platinum loyalty level. Platinum requires 50000 points. The accounts cannot be merged because they are vastly different, one being a deeded account and the other a US Collections account. You cannot combine the points. I have tried. Also,

  • There is no program to buy pack points at 50 cents a point
  • There is no program to buy back timeshares from unhappy owners
  • All travel sites do not accept Diamond points as currency

The only honest thing Sofiane Mannai told us was that our maintenance fees would double. They actually more than doubled.  Furthermore, there is absolutely zero resale value for Diamond points. We can’t even unload it.

We are not alone


Since January 1, there have been 31 similar complaints filed by Active Duty Military, Military Veterans and members of law enforcement or retired law enforcement. Some of their stories are chilling. All of their stories should be a major concern as some of our older veterans are tricked into losing most, if not all, of their retirement income. Some Active Duty members are in, or near to being in foreclosure, affecting their Security Clearances and careers. Many of their stories can be found on such as this one by former Navy member, Scotty Black. In it, he also links several more stories. Note that the number of complaints he refers to has gone up since his article was published.

These 31 complaints are just the ones I know about. Many more report aggressive Diamond timeshare sales tactics. If you have been reading Inside Timeshare articles, then you probably know that Arizona Attorney General Mark Brnovich launched an investigation against Diamond Resorts in which a settlement was reached and an Assurance of Discontinuance issued.

Members who filed complaints described the same sales misrepresentations that we experienced in Jan 2017. Another class action lawsuit was filed against Diamond, this one in Nevada where Diamond’s headquarter is located.

For us the hits kept coming… Since we bought the 3000 points early in 2017, we had to pay the 2017 maintenance fees. In March we got a bill for $956.

In November 2017 we received a bill for $960 for the 2018 maintenance fees on the 3000 points and of course the $747 for the timeshare bought at Liki Tiki.  

Alas, there was good news coming our way. In January 2018 I began talking to Diamond employee, Amanda Rody. She said we could finally merge our accounts.

All I had to do was purchase 2500 more points. We’re not making this up.

If I didn’t, our accounts would stay separate. I would have them FOREVER, and at least one of them would be passed on to my children along with the maintenance fees. We did not purchase more points, but we still have her offer in an email.

calling cs

So….what did we do?

I started doing a lot of research and, like I said, we are not alone.  Eventually, I found this Facebook group.

There are literally hundreds (983) of members in our advocacy group with similar stories. If you are reading this and have an experience with Diamond, this group is worth a look.

We have gained the interest and support of Whistleblowers of America, an organization that seeks justice for military and government employees.

On January 27, 2018 we filed a complaint. We asked for a refund. It was immediately shot down with the typical “Sorry, you signed a contract.” The DRI Hospitality Consumer Advocates even scanned in little pieces of the contract I signed to show me what I signed. Diamond must instruct them to hide behind the contract’s fine print to side-step the true issue of sales agent misrepresentation.

A little more research and it turns out that what we experienced meets the FBI’s definition of white-collar crime, defined as “deceit, concealment, violation of trust and bait and switch.” The FBI has advised timeshare buyers who feel they were a victim of a bait and switch of a serious nature, like ours, to file a complaint at and to file a complaint orally by contacting their local FBI field office (prompt #4, then prompt #3 white-collar crimes). It is not legal for companies to use fine print to allow sales agents to make false claims. In addition to filing a complaint with the FBI, we have filed a complaint with the Better Business Bureau.

We will file a complaint with Florida’s Attorney General since that is where we purchased, and the Nevada Attorney General since that is where Diamond’s headquarter is located. We will file a complaint with Florida Real Estate Division against Sofiane Mannai. We are looking into how to file with the Military Complaints Board because there are protections that can and should be put into place to protect our Military and Veterans from predatory sales practices.

We are military. We fight back.

support troops

Thank you Kevin and Brenda, your story is becoming a recurring theme at Inside Timeshare, on a daily basis we are receiving more and more complaints. The US team are becoming overwhelmed with similar cases, so a great big thank you to all the volunteers who work so hard to get some justice.

If you need help or advice then contact Inside Timeshare, please let us know if you are a US or European member so we can direct you to the right team.

Have you been contacted or found a company on the internet and need to know if they are genuine and will what they say, then contact Inside Timeshare and we will help you to check them out. Remember doing your homework will keep you and your money safe.

Have a good weekend and join us next week.