Mystic Dunes Resort & Golf Club by Diamond Resorts — Hotel in Four Corners

The Absolute worst Hotel experience I have ever had. After a long flight with my family ( wife and 3 kids) we came to the Mystic Dunes main desk. After 30 minutes of "checking in" the front desk person call us a shuttle to transport us to our room. We get to our room and someone is already in there so clearly we have been given the wrong room. So we call support and they tell us to come back and that they will fix it for us. We go back and we speak with a different Help Desk person (Raja, he was the sweetest person and had proper customer service), he showed like he cared and gave us different room keys and sent us to the proper room. At this point my family and I have been traveling all day and have not had anything to eat or drink much yet so were finally excited to drop our bags and lounge. But the worst is yet to come!!! The shuttle takes us to our new room area ( 3 bedroom, 2 bedroom left door and 1 bedroom right door). As soon as I walk in I see those giant roaches scurry in to the room on the right. I was able to kill one ( pictured below). My kids however went to the room on the left and they saw a black snake of some sorts and just started screaming out ( we have a video of it, but only have a picture). So now I am fuming, we call the help line an they just say sorry and come to the front. So we go back for the third time to get to a room or some support. I finally get there and ask to speak with a manager. I spoke with Ms. Pacheco(Assistant Manager) and Bryan Verduga ( Manager). They heard our story and apologized and told us to sit down and they will bring the room keys to us and some support. They came back with our room keys to a place further away and 100 dollar voucher to their on site restaurant as amends. I was so appalled at their customer service attempt and maybe I was hangry. But 100 bucks is not even enough to cover dinner for my family of 5. I don't what they could've offered as amends to make up for my experience, but I just left. Also my biggest pet peeve was when I was speaking with the managers they whisper to each other in spanish discussing god knows what.

TL;DR - giant roaches and snake found in room. Help desk was no help. Hotel could not care less if you stay or go, if you are okay staying in this Ghetto...

Extremely Disappointed – Will Never Stay at Mystic Dunes or Any Hilton-Owned Property Again I had a truly disappointing experience at Mystic Dunes and would absolutely never consider staying at this resort—or any Hilton-owned property—again, let alone invest in a timeshare with them.

I booked and paid in advance for a 4-night stay in a two-bedroom unit, as advertised in the property’s promotional photos. Upon arrival, everything seemed fine—until later that evening, when we discovered the air conditioning was completely non-functional. It was 98 degrees outside.

I called the front desk, hoping for a prompt resolution. Instead, the concierge seemed far more focused on pushing a timeshare pitch than actually addressing the fact that our unit was uninhabitable in the sweltering heat!

Eventually, we were moved—but the unit we were placed in was nowhere near the quality or standard of what we had paid for. It was outdated, dark, and clearly hadn’t been renovated in decades. When I voiced my concerns, a front desk agent named Renee, who was rude and dismissive, told me there were no comparable units available because of “weekend reservations.” This was on a Wednesday—hardly the weekend. She even stated she wasn’t going to let us “room hop,” as if we were the ones being unreasonable.

The next day, I spoke to a manager named Brian, who told me they would refund us for one night as compensation (Oh joy!).

While I appreciated the gesture in theory, the follow-through was nonexistent. He claimed he would email me confirmation of the refund, but that never happened. Now, the third-party booking platform is being given the runaround, and the refund is still unresolved.

In summary: terrible customer service, broken amenities, misleading advertising, and no accountability. Take it from my experience—do not waste your time or money. Hilton has lost my...

Amazing resort that has it all!!! Guest care is beyond compare - 100%, AAA+++; 4 pool complexes, huge workout room, meticulously maintained lush landscaping, newly renovated rooms (some with separate bedrooms, full kitchens, washer/dryer, patio/balcony & golf course views (golf course now under renovations until September). Special shoutouts to this amazing staff: resort manager Manuel who personally exemplifies the guest care that keeps us coming back. Shah (Dir Guest Svcs) who ensures that we are 100% happy with our room assignment. Housekeeping staff: managers Aixa and Jose who personally ensure our comfort and their staff: Carolina, Stefanie, Miguella, Yolene, Lisolett, Ryan, and Henry who ensure we have all of the supplies we need. Emerson (engineering/maintenance) who came to the room and quickly fixed the ice maker. Pool staff: Carlos, his wife Glory, Eda, Jose, Denise and Belkie who daily maintain the pools and decks in an incredibly clean and sanitized condition. Nelson (engineering) who ensured our room was in tip-top shape when we checked in and always stops to say "hi" when we see him around the resort. I love, love, love the ability at this resort to text with a request and it's answered and taken care of within minutes. And I cannot end without a shout out to all of those who have kindly, graciously and immediately answered all of my texts: Lori, Crystal, Keyshla, Yezabeth, Patricia, Ty, Daycha, Josie, Bouchra, Justina, Renee, Jessica, Raelynn, Safeena, and Alycia. Cannot state enough how much we appreciate the professional, kind, caring attitude of the staff at this resort and the manager, Manuel who leads by example! THANK YOU all for all of...