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:10/28/2023

  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.

  I paid for two nights at a mineral spa hotel advertised as a relaxing spa experience with spa services and soaking mineral hot springs. I expected based on the name and website, that this would be a relaxing weekend. What I got was literal furthest from relaxation possible. I came back to my room around 9:30 pm after leaving earlier that day right after I checked in and got a quick bite to eat at the diner on site. No issues until I returned. As I was pulling up there were a group of teenagers brawling and beating each other ** in the parking lot - right outside the main office. There was no action taken to prevent the plausibly under age ***************************************** public areas and acting belligerent with no consequence. I could live with illegal underage drinking being condoned, but on either side of my room was a massive hotel party with subwoofer enhanced blaring rap music that vibrated my bedframe and walls the entire night. I called the front desk 2-3 times and was informed that I should have known by their advertisement that this was a known parting all hours of the night spa with ***************************************** regulations and they allow illegal drugs guns and all varieties of criminal acts here. The screaming, violent and vulgar people were a constant presence so that I could not have left my room without encountering them and I was afraid for my life when I heard a gunshot during a fight right outside my door and then a man running up to the adjacent room and ask the occupant man to wipe his fingerprints and stash his loaded gun for him which the neighbor said " I got you my nigga" and proceeded to rummage around to stash the gun which I feared may go off and shoot me or one of my pets or another shooting may likely occur in retaliation. Again, I called the office, and no action was taken. And I requested a refund at 10:30 pm and they denied refunding me for last night or the next night I prepaid.

  Business Response

  Date: 12/14/2023

  Regarding the incident at the Desert Hot Springs Spa Hotel where the lady indicated there was loud music, and minors drinking. She also stated we acted as though we didn't care.
  
  I spoke with our Front Desk Supervisor , ***************************** about this incident. ****** advised me that the incident happened as follows:
      The grandmother of the teenagers came to the hotel and rented the two rooms in advance. There was no indication by the grandmother that the rooms were for minors or that she would not be using the rooms for her and her adult female friend.
  
  The grandmother gave the gate code and the room keys to the teenagers, who entered the room without checking in via the front desk. We were unaware of their presents until the problem started.
  
  Once we received complaints our security guard checked out the matter and the Desert Hot Springs Police SWAT team was dispatched on a quiet entry. All of the minors involved were removed from the property and their rooms searched.
  
  We have entered the grandmother's name on our "unwanted guest" list. I personally called the lady who entered the complaint and apologized for the incident and explained to her how this happened. I let her know that minors are not allowed to drink alcohol on the property and that guests are not allowed to bring any large volume of alcohol onto the property.
  
  I advised the guest that we had reimbursed one night to the third party company she used to book her room and that I was authorizing a full refund of the additional nights. The guest thanked me for calling her and explaining to her what happened. She indicated she understood that it would take 7 to10 business days to receive the balance of her credit since she booked her room via a third party reservation company. 
  
  Regards:
  *****************
  Vice President ************************** Cell | Text
  *********************

• Initial Complaint

  Date:02/21/2023

  Type:Customer Service 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.

  I booked a "King Suite" at the Desert Hot Springs Spa through Hotels.com for a single night away.
  
  My boyfriend and I were eager to enjoy the "spa" and have a night of peace and rest. I splurged on a mid-priced place - because I felt we needed extra comfort. But there was zero comfort.
  
  As we walked to our room we noticed the "spas" were milky, filthy and filled with people listening to battling speakers all over the common areas. It was mayhem.
  
  When we arrived there was neither a balcony, nor a King bed, nor any amenities that would suggest a "suite" and the odor of cheap air freshener was unbearable. And as we opened the doors (both opening onto very busy common areas with constant foot traffic) we noticed the locks on the door had been broken and moved NOT ONCE but a dozen times! I am attaching photos. I was immediately aware that we would need to move or leave.
  
  I went to the desk and asked for another room that matched our reservation - hoping there was a solution that would allow us to stay. They said they were sold out and that they would not issue a refund.
  
  I have never encountered a business, that upon being informed their product or service was not as promised, refuses to make it right by correcting the experience or issuing a refund.
  
  So I called hotel.com to inform them of the misrepresentation and the refusal of staff to offer reasonable accommodation for the misrepresentation.
  
  I spoke at length to various departments at Hotels.com where I was assured they would do their best to get a refund since the property was not in any way what it claims to be.
  
  I was confident the refund would be issued and we packed our bags and drove right back home, losing the vacation we had been so excited to have.
  
  Yesterday hotels.com reached out to inform me no refund would be issued. They apologized and said this is very unusual.
  
  We were there for less than an hour and it was the worst experience I have ever had.

  Business Response

  Date: 03/14/2023

  I responded with a copy to you and your mail came back. ******* has responded to my apology and refund. This matter had not been brought to my attention at the time of the incident.

  Customer Answer

  Date: 03/14/2023

  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. Thanks!