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Business Profile

Resort

The Paloma Resort

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:05/04/2025

    Type:Product 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.
    Date of transaction 4/5 thru 4/8 $ ****** We have been trapped in this hotel/motel and been trying to g to leave once we obtain a refund - no one is available to help us & the front desk staff is no help! Emailed to the property manager ***** on the first day of our visit and we have tried to reach him several times since then, and he has been avoiding us as well as as his staff has failed to assist us in leaving the facility I have been trying to stop by and personally speak with you and no one can let me know when you will be on property. It was my intention to resolve this my first night by checking out and going elsewhere, but have been told I was already charged and it could not be refunded. I was also told to continuously check back in with the lobby to see if you had arrived to speak with you, which I have been on multiple ************ a professional in the hospitality industry I am sure that when you hear about my experience here, you will be refunding my stay. I will attach just one of my videos documenting the beginning of my stay. Let me know if you would like to personally meet up so that I can share all the other issues I have experienced during my visit. I can be reached at ************. Here is the first of my many videos documenting my terrible experience at your property -This was another email sent this afternoon once he was in the hotel and refused to speak with us and blocked our locks Stopped by lobby again and they said you were there and possibly may come back?!? I had left my phone number for you to call so we could resolve my issues as well as emailing you this morning and have yet to hear back. I started asking for your assistance at 9:45 Saturday. Any chance there is someone else I can speak with? I would like to get a refund and leave this hotel. Please provide some information where I can better get a hold of you or a supervisor that can assist me. I was told your ** is no longer employed here.

    Business Response

    Date: 05/05/2025

    We have spoken with this guest and did not charge her for the nights that she did not stay.  This is not our normal cancellation policy, but we accommodated her request.  I don't believe that there is anything further that the guest was requesting.

The Paloma Resort is NOT a BBB Accredited Business.

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