I joined Pueblo Bonito Black Diamond (aka ICE Gallery) in 2012, a 10 year contract that promised a conversion of your maintentance fees into vacation cash. You call the resort, in my case PB Sunset Beach, get a week to deposit with Black Diamond after you pay your Maintenance Fee for the year and they convert it to vacation cash which you can use for hotels, rental cars and at one time air fares.

This year I did all of that and 30 days later, still no vacation cash in my account!! I have followed up with emails and tried calling with no success. I was told the day I gave them my deposit they had issues in the back office because of high demand. I asked to speak to a manager and was told that was not possible. I've tried contacting previous contacts with them and no answers.

This is the worst customer service I have experienced with any product! So they have my week and I have nothing!

My recommendation: don't deal with this company, it seems it is a sham!

For those people who may enjoy one of the most frustrating experiences around I highly suggest joining Pueblo Bonito Black Diamond. If you enjoy being transferred from one person to another person without having your matter resolved then I suggest joining Pueblo Bonito Black Diamond. Of course my first two comments are pure sarcasm if you didn't pick up on it. I have NEVER dealt with a company where the right hand doesn't know what the left hand is doing until joining Pueblo Bonito Black Diamond. Joining is one of the biggest mistakes I've made lately. One cannot get a straight answer when calling this company. I have talked with their staff and then given an extension number to call again. Funny, when calling back that extension suddenly doesn't exist.
I suppose that I could go on and on about my frustrating experiences I've had with Pueblo Bonito Black Diamond but as I type this I just get more and more angry. I can tell you this, if you are a member of Pueblo Bonito Black Diamond you already understand what I'm saying. If you are thinking about joining Pueblo Bonito Black Diamond you will soon learn. For those of you thinking about joining Pueblo Bonito Black Diamond...…...GOOD LUCK.

Booked a week and paid for all inclusive up front for discount. We ended up having to cancel and get refund. Alejandro said we would see it applied to our credit card in 5-7 business days. It never happened so I called back spoke with Ernesto he said he does not know what happened! At first he said you do not qualify for discount. When I asked for supervisor he became agitated asking me why! I said you do not understand and I want a supervisor, once again he said why! They never want to follow there own rules when it comes to refunds. They talk in circles until you get fed up! We love the resorts but dealing with Pueblo Bonito travel is a nightmare. We will be getting our vacation cash from here on out and staying state side!!!

Bought the BD package for discounts on stays and flights. Not good.

Also the ability to bank the maintenance fee. We were told its good with no expiration. Found out later its a year before you loose it. We lost it.

Now have another year banked and went to the web site and received a message we have been deactivated and to call. Now after dropping about 2K they better not ask for more money. I know they will.

We need a class action suit to get out of this BS and capture some of our misspent money

I have been with Black Diamond for about 5 years now. This is an impossible company to work with! we have never received our deposit back and to get into our Home Resort - PB Sunset we have been told that we have to book at least a year in advance. This year I did not pay the maintenance fee and when I finally received a collections letter and a call I was surprised by the conversation with the collection agency - they told my husband that if we would pay our fees over the phone (give our credit card information) we could cancel our timeshare obligation. Has anyone else heard this story before. Because they lie soooo much we did pay our fees because we don't want to ruin our credit over this. Thanks for any feed back.

Booked my Pueblo Bonio week for 2014, took me 3 faxes and several phone calls to do it. Such a headache. Using my banked week from 2014 and no availability for PB Resort Las Cabos for the week I want in September, but when I called the resort they have lots of rooms available and RCI does too, but I had my vacation cash I wanted to use, so had to book Rose'. The booking person asked for $1 and my credit card #. I did not feel comfortable giving him this, he had just asked for our dates of birth. He booked it without the $1 and credit card #. I am not happy with PB Black Diamond, don't like RCI either, but RCI is easier to deal with. Been an owner of PB for 15 years and would like to deal with just the resort like we used to.

These people are absolutely liars! We are trying to book some hotels for a trip that begins next Monday and still nothing has been confirmed for our trip! Mind you this reservation process started nearly two weeks ago and we are still waiting!

What should be a simple requests of booking modest hotels or anything, ends up being a long arduous process. Our account money will expire the end of this year so of course we would like to use it.

Here's the thing:

The first year we nearly lost our money because it expired but the salesperson told us it would not expire.

Secondly they'd like you to forget you have the money

They claim they have the best rates on hotels. All lies!

If you want a senior citizen discount that the hotel will honor, PBBD will not give you the cheaper rate

Belong to a club that gives you points for staying at there hotels, forget about getting your points because you have to book DIRECTLY with the hotel NOT a third party as PBBD does.

Watch your account and print your screen information because sometimes account info disappears. We have caught them on this one as well, one moment we had a certain amount of money on our books then oops it some how disappeared.

These people are serial liars, fraudsters and we are SO SORRY that we got involved with these thieving, lying, brainless idiots!!

Note to self and anyone else out there don't take any more sales calls from these timeshare creeps. Find your own deals period! It will save you a lot of anxiety and grief! Customer service, honesty, follow up, or doing anything in a timely manner is NOT a part of this deceitful organization.

We have belonged to Pueblo Bonito Black Diamond for a few years. What sold me is getting maintenance fees back to use on other trips. What I wish they would do, is get their act together on updating the weekly inventory on last minute deals, ie..$49 and up deals. Was told every Monday about 6 am new inventory would be added. Not so, it seems they do it whenever the mood strikes them. How about adding some different places...not always 95% in Mexico. What about the northwest, southwest, maybe the midwest. Why do they have to put a timeline on when you have to use your "vacation money" by.