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Business Profile

Resort

Forest Villas Hotel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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  • Initial Complaint

    Date:05/29/2024

    Type:Billing 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.
    The hotel charged my credit card for damages fraudulently. I left the room in exactly the same condition as when I checked in. I noticed they were pretty low on business, maybe they thought I wouldnt notice the extra charge. Im sure that I didnt damage the room in any way.

    Business Response

    Date: 08/06/2024

    To Whom it May ******* Just yesterday a letter sorted itself out of a discarded mail pile.  It was addressed to ********************* at **************************************  There has never been a ***** employed here to my knowledge and that is the incorrect address for Forest Villas Hotel.

    I see that there was a complaint filed by *************** for being charged for damages fraudulently.  This guest did in fact cause significant damage to the room.  The vanity countertop in that room was just newly installed.  I have photos of it from just prior to Joys stay in this room.  After Joys stay, there was damage.  The countertop is limestone and citrus ruins natural stone.  Joy cut lemons on the countertop for her water and the citrus caused irreparable damage.  We have photos of the bag of lemon cuttings from her room trash, several 1-gallon bottles with lemon water remnants, an exact match of the bottom of a cup on the counter with a stain on the counter, etc. 

    Typically, if there is any doubt if a specific guest caused damage, we do not charge.  When proof is irrefutable, we charge. We hate to charge guests for these things, but if they cause damage they must be held responsible.  The Registration Card she signed at check in states Damages: A charge will be added for any room damages or theft.  It cost us hundreds of dollars in this case to have this countertop professionally polished and re-sealed, and there is still damage that will never be fixed.

    *** disputed this charge with the booking agency she booked with.  As is their policy, they debited the money from our account and paid Joy back.  It is now up to ** to demonstrate why we should be credited back, so we are working through the usual and very common dispute resolution process.

    Its so unfortunate that this all is how these things get worked out.  People should be accountable for their actions.  Resolution is rarely in a hotels favor.

    In any case, Forest Villas Hotel missed the response deadline through no fault of our own.  Please advise.

    Thank you ,

    *********************
    General Manager
    Forest Villas Hotel

Forest Villas Hotel is NOT a BBB Accredited Business.

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