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:04/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 would like to report a complaint on this hotel. Our father was passing and in a rush we were getting rooms available for family. When I looked on website it seemed perfect for family! The cost was insane at $1946.82 but we needed rooms. With breakfast and a pool I thought they would be comfortable. Once family arrived we went to the location and was extremely disgusted, roads torn up, mildew on brick walls, chain locks ripped out from doors being kicked in, no pool, no breakfast and no lobby. We immediately asked to a refund as this was false advertisement! They laughed and said no you used a booking agent and we arent responsible! So reached out to booking.com they apologized and said hotel is responsible. for the last 3 weeks we have asked for this refund as our father has died and now have to pay another hotel to at least stay with no roaches. They shrugged us off until we started taking action. I have many emails between booking.com and the hotel I can forward. For now I will add pictures, they scammed a widow and a family already hurting for their loss and the least I would like is a full refund!

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Made reservation on behalf of my wife and I through Hotels.com for one night at Windmere Hotel and ***************** from 1/21/23 to 1/22/23. The total cost for the room for one night was $173.81. On 1/22/23 around 3pm we arrived and I went to check in at the office. The desk clerk charged me an additional $50.00 fee at the time of check in. We were assigned room 153. We then went to our room and upon opening the door, a foul chemical odor emanated from and permeated the room. I immediately experienced an asthma attack. Also, our room was filthy and broken down.Just outside the room the area was littered with broken glass and beer cans. The area looked like a ghetto and homeless shelter. We definitely did not feel safe. After visiting the room I then went back to the office and I told the clerk that I couldn't stay in the room because of the way the odor affected me and asked for a new room. The clerk said that no other rooms were available and that the amount I had already paid was not refundable. I asked to speak to the manager but was told that she was the manager. She didn't do anything to help me out.As we couldn't stay there, we had no choice but to look for another motel. We found one that was just fine. Around 5pm we drove back to the Windmere and I gave the clerk the room keys. By the way, on Hotels.com and Windmere's website, it advertised a full breakfast and use of pool. A sign at the *************** stated that there was no breakfast and no pool. I feel that we were cheated and because of my medical condition, I expected our money to be refunded. It didn't happen. This was the worst so-called hotel that we have ever seen. It truly was a hotel from h*** I would like our money back.

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  date of stay 10-9-22 to 10-10-22 I Booked 2 rooms, and could only stay in one. rooms were so nasty, looked nothing as advertised on website. floors were so dirty they turned our socks BLACK, Roaches started crawling from everywhere. bathrooms nasty dirty as well didn't even attempt to shower tub was dusty and black in bottom. My niece and her husband came down to our room because theirs was worse than ours. plus it had razor blades stuck in the ceiling, obvious drug use after daylight we could see paraphernalia around the area. We were tired and tried to make it work, and all I asked for as a remedy was to be charged for the one room we actually stayed in. but all they would do was give me 10% off each room. was told take it or nothing, and I advised I would file a complaint with BBB for remedy and to get them to fix their false advertisement of what the hotel looked like on the website.