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Business Profile

Amusement Devices

Atlantis Paradise Island

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Devices.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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:03/22/2023

    Type:Service or Repair 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.
    Atlantis Reservation # ******* with Folio ID # ************ & ************ Respected ********** ** name is ***********************. I am an Airline Employee. I Wanted to Make a Reservation from Jan 24th to Jan 27th and got help from ************* Team Member ******* who originally quoted the Airline Employee Rate of $133/Night but when she made the reservation I was been charged $147/Night for 2 nights since for Travel Industry Discount she was able to book only from Sunday to Wednesday. I had to extend 1 day for Jan 26th at the Front Desk and I was charged $210. I appreciate the Travel Industry Discount but when I called reservation desk to see if we have better rate than Front Desk I spoke to Mr.**** (I hope I spelled the name Correctly) I felt the Reservation Desk Manager was not trying to help but trying to educate me how Travel Industry work. He was offering $255/Night rate which was even $45 more than Front Desk. I felt he was thinking I am just trying to Take Advantage of Travel Industry Discount and I felt disrespected and I felt He was rude to me. Since I was there to Enjoy 3 nights with my wife and newborn baby (almost 3 months old), I didn;t argue much and let it go at the moment so as not to ruin our vacation time. The Real Problem is On Jan 25th Night We Lost the Water in the Room till Almost 8 am and when the water came in the washroom the Brown ******* Water Came in the Beginning. I had called Front Desk too. On Jan 26th Night Same Thing Happened we Didn't have water from late Night till we Checked Out. We had Baby and we needed water to Make Baby Formula so I went to the water Fountain on the 9th floor and there was no water there either. We had to buy water from outside to wash our face and brush our teeth before we checked out. We couldn't take Shower as well. When I was at the Reception desk for Check out and was settling out the account I was expecting Reception to offer an apology or something but that didn't happen until I mentioned the issue and then she was offering $100 for this problem. When I asked for anything better that she could do than she gave $125 only and again since I was departing for the Airport and Didn't want to ruin our end of the vacation moment on a bad note so I didn't argue and left. We spent almost USD $1000 just for 3 nights of our stay and Honestly we felt we didn't get what we were supposed to get. It was our 1st trip with our Baby and we wanted to make it memorable but these problems made our trip with bad memories. Hope ******* Can look into this Matter and Update me.Thank you.

  • Initial Complaint

    Date:10/11/2022

    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.
    I booked a vacation at Atlantis ******* through my Bonvoy app. I am a Gold Elite member and I thought I would have a better experience with ********. Every hotel I have ever stayed at with Marriott, I have been charged AFTER my stay. I have only ever needed a credit card for reservation. I decided to book a vacation this June for next April 2023, which is 10 months out. To my surprise, I was charged the full amount of $6,153.19 a couple days later. I paid it in full when my credit card statement came out. Then last week, I canceled the reservation because several people told me how nasty the hotel was and how poor the service was as well. I do not think for that kind of money (plus additional charges during my stay) is worth the bad service and run down hotel. I am WELL WITHIN my time to cancel (6 months prior to trip) for a FULL refund, but no one seems to actually want to process the refund. ******** is washing their hands saying it's the hotel and the hotel is washing their hands saying that it is ******** that needs to refund me. I have paid over $6000 for a vacation I will not be taking and need this money back ASAP.

Atlantis Paradise Island is NOT a BBB Accredited Business.

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