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Business Profile

Hotel Consultants

Solara Resort & Spa - Bellstar Hotels & Resorts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Consultants.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:20/03/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My family stayed at the Solara Resort last weekend. At **** another guest gained entry to our room (opened door, turned on light) but quickly left once they realized someone else was there. ****** and unsettled my husband and I were trying to figure out what happened. It was confirmed when another person (presumably an employee) also entered our room at **** (checking to see if someone else was indeed in there, *** **** ****** ***** ***** **** ***** ****). ** *** *** *** **** *** **** ** ** ***** ****** **** ********** *** **** ********** ** **** ***** **** **** * **** ********* ********* ********* ** *** **** **** *** ****. Naturally I couldn't sleep at all after that. When we checked out we were told management would get a hold of us to compensate us for their error. However management did not and I've spent the last week trying to get my room refunded. The GM (*********************************) is refusing to refund our room, told me he called me back, hung up on me then proceeded to go home for the weekend. This could have been resolved if they had just gotten back to us on the Monday but instead it has been a week of no answers and increased frustration. They breached my families trust, security and safety. As a company that states they provide exceptional resort experience they certainly do not.

    Business Response

    Date: 04/05/2023

    We have refunded the guest **** card and we consider the matter to be closed.

Solara Resort & Spa - Bellstar Hotels & Resorts is NOT a BBB Accredited Business.

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