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:11/17/2023

  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.

  first off i see other complaints on BBB stating some of the same issuess i had....now the hotel is just called infusion with new owners probally over a yr ago....the bar restaurant has been closed since covid and it appears the hotel has been going down hill since then....even though the room was over all clean except for mold around bathtub mate and under ring/edge of tub...there was a VERY STRONG overwhelming cleaning product smell from a product called fabulous which is not a disinfectant cleaner....the furniture in the room does not match what is in the website pics....see pics attached...furniture is cheap and uncortfortable. the pool area was a mess chairs furniture thrown on top of each other in the cabana areas long rusted empty planter boxes by jacuzzi with dirt all around them....not ******** gaming area set up or area with grass umbrellas. what is listed on the website details about the room no telephone coffee maker iron/board no wash clothes hand towels....seperate dinning sitting area...something about an indoor pool spa....no bike rentals...no large actual living room chairs....over all infusion does not have a website to book a room you r directed to go to Agoda which is based out of ********* the pics on there website were probally taken way back in 2019 2020....so the pics are very misleading false advertising...i feel both infusion hotel and Agoda r at fault for not maintaining and keeping the website up to date as far as what the hotel offers and does not offer....so far i have been in contact with Agoda 3 times and kinda getting the run around they have tried to get in contact with the hotel but no luck I would like a credit of 76$....i stayed there on the night of nov 10th i did not take any pics of the outside...over all the hotel is not very well maintained

• Initial Complaint

  Date:06/07/2023

  Type:Customer Service 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.

  On 6/2/2023 my family and I checked into infusion beach club in Palm Springs.
  Online photos have stamps across them stating “scrubbed clean” and depict a trendy updated clean “beach club hotel” upon check in you quickly realize , that couldn’t be any further from what you are actually getting . My first stop was to check out the pool area which was completely deserted trashed and run down , from the faux grass being torn to shreds to the rusted wood chairs that the back supports all broke off, exposing dangerous sharp metal, to the filthy pile of seat cushions thrown on top of each other. I decided to check out our room which gave the illusion of being decent so after a long drive I decide to shower which is when I noticed the mold mildew and rust that cased the bathroom walls, tub, ceiling, and air vents. When I went to pull down the blanket from my bed I seen several blood splatters on the sheets i immediately decided this was an unsafe environment for my children and I so I went to raise my concerns with the staff whom assured me I would get a 100% refund and asked that I please send photos and videos to the company phone, which I did immediately and packed up and left pleased with the quick and easy assurance however I booked through the hopper app so I was told to start refund process on their end and they would approve it immediately upon receipt , to my surprised the next day hopper informed me my refund was denied , I called the hotel to inquire about this obvious mistake when I was greeted by the GM Ana , who was the most unprofessional rude person I’ve ever spoken to she admitted to the blood stains but said I probably did it myself , and had no regard for the multitude of other health issues with this place nor for ruing my family vacation. She said no one had her permission to grant me a refund therefore she refused to honor it I’ve been in constant communication with them and hopper to no avail, I will not stop here I will continue to seek justice.