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Business Profile

Hotels

Branson King Resort and Suites

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 4 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:01/16/2025

    Type:Billing 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.
    They will not return our deposit. They threatened us with legal action due to the review left on them. They said remove the review or I will call my lawyers. I would like my deposit back.

  • Initial Complaint

    Date:10/03/2024

    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.
    I have a loyalty card filled out and signed by the hotel employees- the 7th night should be free according to their own policies.I requested to use the loyalty card and the owner denied it, she then started calling me a prostitute and drug addict, yelling at me on the phone I proceeded to explain to her that her own employees signed the card and she stated she didnt give a dam.I work in the hospitality business here in Branson and can not believe an owner would act this way toward someone who has spent over $500 at her hotel and never but once complained about bed bugs.,

    Business Response

    Date: 11/08/2024

    ** S **** stayed in our facility on and off few times, she received a special rate with the agreement that she will not get free nights stay due to her special rate 

    however she would try to bring a loyalty card with exes instead of initials so it would not identified who gave her the cards, we found out later one of ex employees has taken a hand full of cards and gave them to random friends, when an employee confronted ** **** she screamed in the lobby office and started calling her names, ** **** is not allowed  back on property for bringing Bed bugs to the facility and drugs left behing in the room, she also refused to respond to owners 

    phone calls and called the owners inappropriate names, there will not be a refund issued to ** ****

    ****

  • Initial Complaint

    Date:07/13/2024

    Type:Facilities 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.
    The place advertised that the place had hottub,game room with over 400 games a fully equipped kitchen, 4tvs and a pool. This was confirmed when i called and confirmed reservation. Once we arrived we found out the hottub was not available the stove didn't work only one TV worked and the pool was contaminated and they said well we will report it. Vacation we spent a fortune on ruined due to incompetence

    Business Response

    Date: 08/20/2024

    hello,i as soon as there was a complaint about the oven we went to replace it with another one, however the maintenance man forgot to check the oven before exchanging it that it was the operator or the children did not use it properly to bake the cake so the oven was fine, the hot tub was temprarly broken and we could not get the electrician in for that weekend til monday, so the guests decided to take show tickets to compansate for the tub that were complimentary to guests, when we checed with the guests 2nd day there they were very happy with the attention they got to correct things,i dont understand why this is an issue now when they all left happy, all had stayed the whole time did not leave early, had free breakfast each day, used the outdoor pool and our game room

  • Initial Complaint

    Date:06/10/2024

    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.
    On May 5th I went online to the Branson King Resort's web site and reserved a condo for the dates of May 24, 25 and 26 of 2024. I received conformation by email. The total cost was to be $278.04. On Wednesday May 22, 2024 I called and canceled those reservations. The person who took my call told me they canceled the reservation and that is where I thought is was concluded. On the 24th of May 2024 I go to pay for something and I have no money. The resort charged me full price. **** confused me with another person staying that weekend named *******************************. They have stated that fact to me through text with the manager ****.The issue is **** can not figure out how to refund my money. In text **** has admitted they made a mistake and that the resort owe's me a refund, but they can't get it to go through she claims. "I have tried three times and its to much of a pain to deal with". Barb's exact text to me on Monday June 10th. **** ignored my requests for a refund for a week and a half as she was convinced I was this ***** person trying to get over on her. I had to high light the name and address of my confirmation email to get her to realize I was not associated with this ***** person. This had been the worst place and person to deal with on every level. Rude as I have ever been treated by anyone. My conformation number was *******. I just want my refund asap. I have all correspondence with the manager either in text form or recorded on a recording app. I have proof of everything I'm stating. This has went on too long already. **** is now asking if my bank will stop payment. It's way to late for that. My bank can't help me. I hope you can. This amounts to theft, and I am getting the paperwork together to file in court. Not sure how it is in ********, but they have to come here to Oklahoman for court. They will pay for everything I'm out on trying to get this resolved if it comes to that. I hope you can keep it from going there. Thanks

  • Initial Complaint

    Date:04/30/2024

    Type:Billing 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.
    I booked a stay at Branson King ********************** on March 5th and paid in full through Booking.com prior to arrival (see attachments). At check-in on March 12th, they asked for my credit card and I gave it, assuming they were putting a safety deposit on the room. Upon returning home, I checked my statement and I had a charge of $131.32 from them at time of check-in. I contact the ********************** and explain the situation of being double charged. The receptionist states they "have an inspector here and would call me back". I never receive a call back. One week later, I call again. I speak to another employee who tells me they don't have the ability to check payments/charges and they take my contact info, again. For four consecutive weeks I call and speak for four separate employees and receive the same brush off from each of them; I am never connected with a member of management who can look into the issue and give me my refund for the erroneous charge. Finally, a part-time employee named **** provides me with ****'s (the manager's) email and tells me she responds to email daily. I email **** on April 2nd explaining the problem and provide the same attachments I am supplying BBB with. She never writes back. I verify the email and it is accurate. Now it April 30th and I am no closer to a resolution. I have no way of resolving this on my own; this place is 8 hours away from me. When I contacted Booking.com on 4-18, they stated that I have to take this up with the property directly...but I literally cannot reach anyone of authority there! It gives the impression that they are taking advantage of tourists, because they can use distance to ignore complaints. I am appalled by the lengths I'm going through just to correct THEIR mistake. At minimum, I want to be paid back the money they stole from me at check-in ($131.32). Ideally, I want a full refund due to their horrific customer service (The $108.41 from my online booking + $131.32 they charged me at check in for the $239.73 total).

    Business Response

    Date: 05/23/2024

    I Have tried to contact ********************** twice, his messege specifies he is out of country, i spoke with booking and they confirmed that there is payment awiting to be charged by Branson King ********************** that has not been collected yet so we did process the payment from booking today and we would like to refund ***************,s charge however the info on his credit card detailes has expired since we do not keep records of customers credit cards for more than 14 days, i would like to refun his money if i can get in contact with him soon, i can send him a company check, zelle or just refund to his credit card, please let me know i would also like to get him free nightv stay in our new studios and some show tickets if he would ****, sorry about the inconvenience our new employee has overlooked the booking info

  • Initial Complaint

    Date:08/02/2023

    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.
    I rented 2 rooms on 28 July 2023. We had room 409 and 410. Room 409 the sink did not work, the a/c did not work, only 1 bath towel and there was no trash can. Room 410: we were told we can not check in at check in time due to room was being cleaned. When we did get in our room, there was toenail clippings all over the floor, child's beads all over the floor, sink was filthy, there was a old coffee packet full of mold left in coffee maker, only 1 bath and 1 face towel and trash on bathroom floor. I contacted the lady cleaning rooms and was told she will come back and clean room, bring towels and a trash can. She never came back, font counter was notified and I was told we have no more towels and nothing they can do about rooms. Next morning I asked to speak with a manager and was told she would call me as she is not there. 9 hours later I called back and got to speak with her,she said I know who you are and said she would call me later due to being busy. I have called asking to speak to her for 5 days and she will not return my call. I'd like to speak to management. There are health issues and everyone there didn't seem to care? How can you run a business like this and not at least attempt to take care of your customers? What is so hard about calling a customer back? CALL ME AND RESOLVE THESE ISSUES!!

  • Initial Complaint

    Date:07/24/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    To Whom this May ********* stayed at this establishments with my husband ***************************** from 7/6/2023 thru 7/9/2023 and were never returned our $50 Cash deposit. There are stacks of envelopes that the management keeps in a drawer that has a key accessible to Anyone in the drawer right next to it. Our deposit envelope was not found right away and after the woman named ******* finally arrived from Her room, she remembered us giving her the deposit and found the envelope only to be empty. We were also charged an additional $12.50 for something unexplained and never received the deposit via CashApp as ******* promised.

    Business Response

    Date: 08/21/2023

    I have refunded the deposit to the guest, 

    ****

    Customer Answer

    Date: 08/25/2023

    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.

    Sincerely,

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

  • Initial Complaint

    Date:07/07/2023

    Type:Product Issues
    Status:
    Unresolved
    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 made reservations to check in on July 4th, 2023 - July 6th, 2023. The door to the first room was broken into and a lady was already staying in it. The second room I was offered smelt like cigarette smoke and was dirty. The third “condo”, I was offered had dirty bed sheets, floors were filthy, no toilet paper, no phone to call front desk & had a trash bag over the smoke detector. I went to give the key back but the lobby was closed, I stayed at a different hotel. The next day I went back to return the keys and get a refund, the business wouldn’t give me a partial or full refund.

    Business Response

    Date: 07/20/2023

    I aplogyze for not getting back to you sooner

    i will be looking into this matter tomorrow to make sure it gets resolved . Thank you

    Customer Answer

    Date: 07/23/2023

    Complaint: ********



    I am rejecting this response because:

    Nothing has been resolved. 





    Sincerely,



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

  • Initial Complaint

    Date:10/12/2022

    Type:Customer Service 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.
    8/08/2022
    $65 for a room
    We checked in at 330 pm on august 8th to room 304 at the hotel. That night when we went to sleep at midnight my husband had woke up because he was being bitten by some bug. He got up to take a shower but the shower was touchy so he decided to tough it out and got completely dressed except socks and went back to sleep on top of the covers instead of under. He got woken up again at 2 am because he had been bit on the foot. I got up this time and looked around the bed suspecting it could be bed bugs. I found one small blood stain on the box spring and then found a small orange bed bug on my husbands side right where he was laying on the sheet. We left immediately after taking a picture of the bug and went to the front desk where there was no one present. We called the number to the hotel and spoke to a gentleman who I did not catch his name but sounded like he was the owner. And he said he would give us a refund. We put the key card to the room under the door to the front office so it would be safe in the building and left. When I called later at least 5 times I was given the run around and at 7 pm they told my husband a inspector needed to look first before they would refund us. They said they would call us back and to call the next day at 1 pm if they didn’t we called and no one answered it has been 3 days since and have not received any calls from them.

    Business Response

    Date: 10/31/2022

    ***** did make a complaint and the very next day I called *** * Pest control, *** checked the whole room and tore all the beds apart, he did not find any bugs, we had that room rented often and never had any complaints, bed bugs do not get born in hotels, guests bring them and they are common in theaters , we do have a company that checks all our rooms every month since it is our biggest fear that no one brings them, I am sorry if they feel that way, let me know if they would like a gift certificate for future stay in our brand new condos

Branson King Resort and Suites is NOT a BBB Accredited Business.

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