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Business Profile

Hotel Consultants

AC & Element Hotel Brickell Miami

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Consultants.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:10/16/2024

    Type:Service or Repair 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.
    As hurricane ****** was approaching western *******, my family and I were closely monitoring the path. When it was 24 hours from landfall, the path was directly over our home. We decided to evacuate so I began trying to make hotel reservations. ***** able to secure a reservation at the ** Hotel Brickell Miami. On Wednesday morning we pack the car and evacuated and as we were heading to the hotel a series of tornadoes started to form and it prevented us from traveling in that direction so we made a decision as a family to go northeast. We called the hotel and explained the situation and they are still charging us. I couldn't get there safely due to a major hurricane and tornadoes. This business is trying to take advantage of Florida residents that were evacuating. It is a shame that companies are allowed to conduct business like this during a state of emergency that was declared by the governor. Please help me in getting a refund, I didn't stay at the hotel. I couldn't get there. It wasn't safe for me and my family.

    Business Response

    Date: 11/19/2024

    The guest was offered an opportunity to change the dates of his stay since it was within the penalty window.  He declined this option and then began to harass the employees of the hotel and was extremely disrespectful.  He contacted ******** Corporate and we have refunded him in full on 10/16 in the amount of $253.12.

    Customer Answer

    Date: 11/21/2024

     
    Complaint: 22428873

    I am rejecting this response because:  I DID NOT HARASS OR DISRESPECT ANYONE!  THAT IS A FALSE STATEMENT AND I CONSIDER IT SLANDER.  IT WAS A STATE OF EMERGENCY, WE WERE FORCED TO EVAUATE, AND THEY TRY TO STEAL AND TAKE ADVANTAGE OF PEOPLE.

    Sincerely,

    ******* *********

  • Initial Complaint

    Date:09/27/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    My friend Zhuoer **** and I planned a vacation in Miami from September 20 to September 22. I (**** *****) made a reservation for our stay on your website on September 11 and received a confirmation email (see Attachment 1). However, on the evening of September 18, I received an email indicating a pending cancellation (see Attachment 2). This was confusing, as I did not initiate any cancellation.Despite my attempts to contact the phone number provided in the email, I was unable to reach anyone. The email stated that the reservation would only be held until 11 AM on September 19. Because I could not get in touch with the hotel, my friend Zhuoer **** had no choice but to make a new reservation for the same hotel at noon on September 19.On September 20, around 3 PM, we arrived and checked in under Zhuoer ****** name, with our room number being 1903. However, I later noticed that my credit card was still charged $341.26 on September 20 (see Attachment 3).Additionally, I have attached our flight tickets (Attachment 4) to prove that we both traveled together for this vacation in Miami for one ******* friend Zhuoer **** and I intended to book only one room for our stay, but due to the misleading cancellation email and difficulties in contacting the hotel, we ended up being charged twice for the same room. Since the check-in was under Zhuoer ****** name, I am formally requesting a refund of the $341.26 charge to my credit card. On September 22 at 11 AM, before checking out, I clearly explained the situation to the manager, *******, in person. She promised me that she would report the issue to her superior to support my refund request. On September 23, I followed up via email, formally explaining the entire process and providing all attachments as evidence. As of September 27, I have not received any valid response.

AC & Element Hotel Brickell Miami is NOT a BBB Accredited Business.

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