Complaints

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.

• Initial Complaint

  Date:17/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We stayed at the fantasyland hotel Jan 11 in room 819 which is an executive jacuzzi room. The room was under my moms name because I booked two rooms (***** *******). We filled our jacuzzi before supper to run the jets and rinse it out to use later. When we emptied it we noticed that it water started flooding the bathroom through the shower drain (separate from jacuzzi) we stopped the water draining, put 2 towels on the floor and called maintenance. They said after they were finished house keeping would come clean up. We left the room then later checked with the front desk. We were told we would not be able to use the tub. There was no jacuzzi room to move to. We agreed to stay in the room because we thought it was getting cleaned. They gave us a refund of $54.06 off our room due to the jacuzzi not working. We requested more and they sent a request for the manager to contact us. We went to a dinner theatre and when we returned to our room at 11:30pm it did not appear to be cleaned. The towels used to clean the floor were still in the room. Stuff looked like it was in the tub. We went to the front desk in the morning and made a complaint about the room not being cleaned. The front desk staff said they would not check us out with the $54 refund and that they would request a manager contact us. Later on Jan 12 we saw we got checked out without a call from the manager. We have tried since Sunday Jan 12 to reach a manager and they still have not answered us. I have tried to reach them Jan 12 and 13. I had the assistant manager request that the manager call me on the 14th at 9/9:15 am. They never called. I reached out the 14th and requested to be called again. We would now like a full refund on our room due to room not being cleaned (water came out of the drain gross to think cleaning staff did not clean the room),not working jacuzzi (reason for room) and management completely ignoring us. We have made efforts to work this out with the hotel, but management ignores us.

  Customer Answer

  Date: 10/02/2025

  Hi there,

  I Just wanted to request that if my complaint gets posted anywhere that my mothers name gets omitted from the post please because when I submitted the complaint I used her first and last name.

   

  thanks

  *******

  Business Response

  Date: 26/02/2025

  We have reached out to the client and offered solution. Customer is happy with the solution. 

  Customer Answer

  Date: 26/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely, ****************************

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I was told on November 10 2022 about a deal for a space room for $200 and includes two tickets to an attraction. I was told I need to wait until it came available the next month. I tried to find it the next month. I couldn't find it so I contacted the hotel. They said what I have to click on to find it. I find it, but not for the space room. I contacted hotel again and was told someone would call me. This happen many times. Than someone told me its after the date I have to book it by which is Jan. 7 or 9th 2023. I talked to many different people there and what a gong show. There is no real management there. One person I was told would have the authority to honor that rate said she couldn't. No one called me back like I was told again. They act like honoring that promo is a huge complicated thing. For a hotel that is own by the same people that own the mall, you would think this wouldn't be hard or a problem. What a joke this place is! No one knows anything there and no real management structural.

  Business Response

  Date: 23/02/2023

  We appreciate you taking the time to provide us with you feedback and we apologize for the inconvenience this may have brought to you. As per our recorded call, on your first call our agent has explained all our ongoing and future promotions that are coming up. On your second call when you expressed how you can't find the rate of the promotion you were looking for online, our agent has walked you through step by step on how to navigate our website while you were actively on the site as well. While our agent was able to direct you properly, you ended the call saying you got the assistance you needed. On your third call, you were redirected to a different person instead of the reservations department. However, our reservations team did get back to you but it has been noted the our promotion was already over on your third call, and the type of room you were wanting to book is not available for the dates you were wanting to stay so even if the promotion was still on, you would still not be able to book that room type. Once again, we apologize for the inconvenience this has caused you. Should you have any further concerns, please feel free to reach out to us directly. Thank you. 

   

  Customer Answer

  Date: 05/03/2023

  
  
  Complaint: 18967477
  
  
  
  I am rejecting this response because:

  There was way more than three calls. They left out all the others. I find the promotion but the space room theme wasn't on there and I was told it was part of the promotion. When I called after I found that out, I phone back and was told someone would call me back. There was many calls from that time until the time they mention when I spoke to a supervisor in reservations.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:30/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello I’m not one to complain but I showed up on the flash sale witch was 25 percent off I booked through the website and it was confirmed and when I got here they said it wasn’t not to mention I was waiting for 1h30 mins past my check in time to even get my room, the lady I dealt with said it was all good that I got the discount and when I checked in I was met with rudeness and standoff behaviour and not to mention urine on the toilet seat of a clean room I’ve stay here lots over the years and I can’t believe how I was treated and how embarrassed I was I will not be staying in the fantasy land hotel again and this is where me and family stay everytime we come to Edmonton I’m absolutely disgusted with your management and how I was treated specially in front of my son
  Thank
  Your for listening and my apologies for venting.
  ****

  Business Response

  Date: 05/01/2023

  We appreciate you taking the time to provide us with your feedback. Your opinion is valued greatly as it helps us identify the areas we need to improve. We are sorry to hear that we did not meet all of your expectations and we apologize for the inconvenience this may have brought to your stay. Our flash sale booking period was from December 26 to 31st for the stays between January 2 to December 31st 2023. As an apology for the cleanliness issues, I have applied 30% discount on your room rate and refunded your credit card that we have on file. You will be able to see the refund within 5-7 business days.   Once again, thank you for your feedback. In case you have any further feedback for us. Looking forward to welcome you back in the future.
  
  
  

• Initial Complaint

  Date:19/08/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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.

  Around August 11th I booked a hotel room online with Fantasyland Hotel through their website for August 14. I clicked on the banner at the top of the page for the "Back to School" special, then clicked on the book now link. I booked the hotel room for $259/night. The back to school special included a $25 gift card per night, 50% off the mall's attractions and 15% off the L1 and L2 lounges.
  
  Once I was at the hotel to check in I was told that I had not booked the special but the "online" rate and that if I wanted to book the Back to School special I would need to pay more money. I showed the lady at the front desk what I did on their site and then handed her my phone to get her to show me how to book it properly. The front desk staff was unable to book the special from the website.
  
  Other indications that this is a wide spread bait and switch problem are that the front desk staff had no idea how to activate the gift cards. A manager came out with stacks of gift cards that looked uniform in size indicating that none had been taken from any of the piles. The staff in the lounge had also never heard of the 15% discount despite it being clearly posted on the website.
  
  This is the second time I have tried to book a special online and was told I would need to pay more money for it once I arrived. At this point you are in a different city, it is past the cancellation deadline for the hotel and you need a place to stay for the night.