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:07/09/2024

  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.

  The Don ********************** ********* June *****, 2024 Luxury Junior ************* checked in to room 214 there was a problem with the air unit rattling Noise.Front desk sent maintenance to adjust it, meanwhile we went out to the supermarket.When we returned the unit was running on auto it was very loud, only on low would get rid of the rattling Noise.We tried to see **, didnt work, Maintenance came they said the ** needed to be replaced in the morning, we had no **.At 9:00 AM loud ********************* drills right next door wake us up, no Idea of what was happening scared to death we all jumped out from our beds thinking something bad was happening, my granddaughter was crying and horrified, we were confused it was pure horror, we had no idea what time it was as the room was dark, This was the worse experience.Upon check-in no one explained or told us that construction was right adjacent to our room, very un-professional and completely un acceptable, we would have never accepted this room. We decided to leave, the front desk offered to move us away from the construction area to room 356.On June 13th we wake up around noon time we had no water, we find a notice under our door that the water was being turned off from 12:00 to 2:00 for repairs.Do you know what its like to wake up to no water, cant brush your teeth, your face use the toilet, we were 3 adults and 1 child, horrible.A credit of $125.00 for the non-working ** and $100.00 for the construction noise for room 214, and nothing for room 356, I said It was not sufficient and I was not satisfied.The front desk said the credit of one full night on 6-11-24 and half a day for 6-13-24 for all of the inconveniences and horror, plus taxes resort fees and a 35 dollar expense to have the guys move us.I was told that this was submitted to management for the proper credit and would be applied upon my check out. (We didnt receive anything) When I asked they said the bill would be adjusted after management reviewed it.

  Business Response

  Date: 07/12/2024

  We called and spoke to this guest about his concerns with his room and stay overall.  We reviewed the issues with him and have already corrected the specific problems he experienced in his first room.  We did work with the guest during his stay to correct everything then, and moved him to a different area of the hotel that would not be affected by the construction noise.  The next day however we did experience an emergency situation that required us to shut off all water in the hotel for 2 hours.  We put notices under all guest doors, and texted all guests as well about the issue, and provided several hours notice before the water was turned off.  When speaking with the guest, we made an additional adjustment to his bill, due to the issues he experienced, and he is now satisfied with the final adjustment.  He stated that he would return to our hotel, if he is back in the area again.

  Customer Answer

  Date: 07/15/2024

   
  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.

  Thank you for your service in helping with this matter.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/10/2023

  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.

  I went into this place with my family on 4/6. The bartenders continued to ask everytime we ordered what our room number was and my response was we are going to pay for this instead of charging it to the room, but 243. When it was time for the bill, they dropped it off and did not come back, the total was around $180. We left cash plus a hefty tip and left. The next day I went to check out and noticed a charge for $224 on the bill and immediately told the ************** who claimed he was the acting supervisor, that this was incorrect. He told me I was wrong and needed to provide a receipt to even discuss. We needed to catch a flight, so when we got to the airport, I called and asked to speak to the the Hotel Manager and was told there was not one onsite, but one would call me back at noon. At 2:00 no one called, so I called again. I asked the lady to review the security footage of everything Im telling her and after an investigation I would like a call back. Thats when I was told it was cash free hotel and these employees are used to getting 100% tips and wouldnt have seen anything out of character about this incident.