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:05/20/2024

  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 stayed at the ***************** with my 2 daughters on March 23rd 2024. We were under the impression (from the website) that we would have sufficient linens, a restaurant to have dinner and breakfast in on the premises, as well as excellent customer service experiences. Unfortunately, we were met with very poor service from the bartender when we asked to order dinner. "What do you want? We're closing soon" is what she said to us. We were advised table service wasn't available due to staff shortage. I was told there were no pillows or sheets available for the pull out couch. Insufficient staffing caused no additional laundry to be done and this meant no linens. The next morning once again we were advised of staffing shortage when we asked to get a table for breakfast. All in all we did not have the experience we expected from the website. We received poor customer service, had no linens for our couch, and had to leave the resort for dinner and breakfast. I have spent the last month going back and forth via email with ************************* regarding a refund. She was citing the return policy for the reason not to refund my stay. She didn't provide a refund policy nor is it posted on their website. Now I am escalating my request the the BBB. The Plaza is the parent/owner for The Chateau Merrimack Resort and Spa.

  Customer Answer

  Date: 06/30/2024

  I have received no response. The email for the head of their HR is ***********************************************;

  I have received no resolution to my issue at this time. 

• Initial Complaint

  Date:03/22/2023

  Type:Billing 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.

  Our family required a hotel to attend a family event in Daytona Beach. The event was occurring from March 2-March 5, 2023. The hotel in question was listed by event coordinator as a recommended hotel and had provided a special rate for those attending the event that weekend. In the fall (October, I believe) of 2022, we contacted the hotel to make reservations and were assured the hotel was providing services despite the hurricane which caused damage in the area earlier in the year. As part of reserving two rooms, we were required to make a deposit of $299.00 for each room, which was billed immediately to our credit card.
  
  In January 2023, we learned from a fellow event attendee that they were unable to contact the hotel to cancel their reservation. No notification had been provided to us (or any of the reservation holders apparently) via E-mail, phone, or USPS correspondence, that the hotel had decided to temporarily close for 12-13 months for renovations in November of 2022.
  
  We also were unable to contact the hotel to cancel our reservation or obtain a refund on our deposit. No service was provided. We ended up staying at a nearby hotel that provided excellent service. I view the handling of the situation by the Plaza hotel Management as fraudulent. Minimally, they should've provided notice to reservation holders when they decided to temporarily close and return deposits during the closure period.

• Initial Complaint

  Date:02/23/2023

  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 was slated to attend an convention at this hotel this month. I made a reservation, including the required one night's deposit in June of 2022. In December, we were advised that the property was severely damaged by two hurricanes and, as a result, will be closed for a year and unable to host the event I was attending. Instead of refunding the deposit amounts, however, the hotel is insisting that convention attendees contact their card/bank and file a dispute in order to get a refund. i took the suggested action on 12/3/22. As of today, the hotel has not responded to queries from **** about the amount. Others from the convention have had their requests denied, since the event hasn't happened yet, even though we were required by the hotel to dispute the charge instead of them just refunding the amounts, knowing they will be unable to host our event. This is egregious, in my opinion.