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:05/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  After checking out of this hotel on May 2nd, 2025, this business continued to charge my account without any explanation. They operate with the purpose of ripping people off for ***** They can get...There were two charges made on May 2nd, 2025 after checking out!$98.87 $224.96 Over $300 dollars for nothing and no explanation!

  Business Response

  Date: 05/06/2025

  Good afternoon,

  John's booking has been revised and confirmed no overcharges were made. His stay total was $409.32 including the early arrival fee. The total authorized to his account was $576.91. The released of $167.59 may take 3-7 business days depending on his bank account.  Due to the guest departing on May 2nd, some transaction may have not cleared his bank. Attached is his final folio with the authorization made to his account.

   

   

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Security Deposit amount of $100 charged by Alexis Park Resort (*********) and not refunded back. They are saying that they did not charge this amount, however sane has been deducted from my Bank Account. I have already shared all the details with Alexis Park Resort.

  Business Response

  Date: 04/08/2025

  Good afternoon,

  Thank you for reaching out, please be advised ***** ***** security deposit was released on March 20th. At check-in, we collected a total of $137.42; $100 was cover the security deposit and the $37.42 was to cover the resort fee. The security deposit was released at time of checkout. Attached is a copy of the guest final bill of $37.42 for the resort fee. I also included a screenshot of the card history reflecting the full amount collected at check-in and the final amount that was hard charged. 

• Initial Complaint

  Date:08/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 Alexis suites the night of August 23rd for business, I got a 1 bedroom double bed extended stay. I checked in approximately 6:30p and checked out at 11:22am the following morning. At 4:32pm August 24th I noticed 4 attempted charges on my card on file; first for $200, then $150, then $100, then $75. The $75 charged cleared, when I noticed these charges I immediately called Alexis suites to confront the issue. The manager at the front desk Will C explained to me, Im being charged for damages to the bathtub in the room. I asked, what are the damages because I only took a shower that morning. The tub was left the way it was when I arrived, it was not damaged. He told me, he doesnt have information. That doesnt make sense to charge me and accuse me of damages, and not have information of said damages. I explained, when I get off work Id like to see said damages. I arrive back to Alexis suites approximately 10p that same night Saturday; Will C refused to have someone ****** me to the room to review said damages and said he didnt have information for me or photos of said damages. Today is Monday August 26th and there are 3 charges for on my card from Alexis suite; $170 for the original charge of the room, $75 and $245. I have the right to see photos and have a full report of what Im being accused of and charged for. I come to ********* once a month for work, I sleep and shower in the hotels I rent for the evenings I'm in town. Never in all my years have I been charged for damages to a hotel or my deposit withheld. How can someone cause $300 damage to a porcelain and tile bathtub? This seems like fraud on Alexis suites part.

  Business Response

  Date: 08/28/2024

  Good afternoon,

  I have attached the security report for ******* Fontane ********. Please be advised this guest was only charged $75/$250 damage fee due to card on file declining. We made several attempts of charging the remaining balance and we didn't succeed.I have also attached a copy of  her folio during her stay. Please let me know if you have any questions.

  Business Response

  Date: 09/05/2024

  Date Sent: 8/28/2024 8:35:05 PM
  

  Good afternoon,

  I have attached the security report for ******* Fontane ********. Please be advised this guest was only charged $75/$250 damage fee due to card on file declining. We made several attempts of charging the remaining balance and we didn't succeed.I have also attached a copy of  her folio during her stay. Please let me know if you have any questions.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22200743
  
  I am rejecting this response because I did not cause a scuff in the bathtub, there was already a small ***** **** on the tub. Also a scuff in the bathtub does NOT warrant a $250 charge, not even a $75 charge; toilet boil cleaner and Comet would fix the issue perfectly which is the housekeepers job. 
  However Id like to thank *. ***** for addressing this matter and refunding my money. What Alexis Park is doing to their customers is taking advantage of them, I will never stay here again and Im writing reviews to reflect my experience.

  Sincerely,
  
  ******* ********

  Business Response

  Date: 09/12/2024

  Good afternoon,

  A refund of $75 was processed as of August 29th. I attached an updated file. 

• Initial Complaint

  Date:01/08/2024

  Type:Billing 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.

  Booked an overnight at the Alexis Hotel Resort for a layover on a trip back home. After checkout Alexis Hotel charged my debit card for 500 dollars claiming there was a stain on the mattress. No food/beverage had been in the room as we only used it to sleep. No proof that there was a stain and no proof that any of their reported damages occurred during our stay. Management refused to refund charges and refused to provide documented proof of damages.

  Business Response

  Date: 01/09/2024

  Good afternoon,

  Alexis Park has processed a refund of $500 to *********************. After investigating, our housekeeping department make a mistake on the report. We apologize for the inconvenience. 

  Customer Answer

  Date: 01/19/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/05/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  We made plans 2 months in advance to stay at this hotel with our karate crew for a tournament. We were told they would finalize the details once we got there due to a group discount not yet being applied. Upon arrival on 07-22-22 there was nothing but problems. The unprofessional girls at the hotel counter had claimed we had no reservations. So a manager had to "fix" the problem. She has gotten our reservation reinstated but without any karate discount or at the rate which was negotiated with our karate team. She ruined our whole trip. We were told we would be charged a $75 deposit. They fraudulently withdrew $150. Then instead of charging us the karate rate of $79 a night were were charged well over $920!!!!! This hotel is a scam. We have been back and forth with the hotel manager Yeradi but she has been no help. She has now flat out been ignoring the situation at hand. On top of being fraudulently overcharged the room was disgusting!! Blood on towels!!!! Bugs on the floor. Dirty cigarettes burned couch. Non-working ac unit. Non-working TV. Unusable toilets. We had to call the maintenance out several times to try to fix the issues. The mismanagement of this hotel and misrepresentation of this hotel chain is infuriating in itself but we are owed money they fraudulently took from us.
  

  Business Response

  Date: 09/05/2022

  Business Response /* (1000, 6, 2022/08/10) */
  ******** was part of **** group. She booked under BAR rate and complained about it at check in. I added the group rate and her rate adjusted.. I made her aware how much her total was going to be along with the security deposit. During her stay she reported towels had red stains, all towels were replaced. When she checked out, she complained the rate was incorrect and stated everyone else paid $70 a night. Esther and I made her aware she was paying more due to the room type she booked (2BDR). She than reported many other issues in her room, AC not working correctly and noisy, clogged toilet, bathroom door locked, damaged tile and her brother-in-law cut his toe. She only reported those issues when she called me asking for a full refund. Engineering checked the room for the issues she reported. The total refund I provided was $263, please see her folio. Hotel considers case closed.
  ***Document attached***
  
  
  Consumer Response /* (3000, 8, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is NOT acceptable. The manager Ester had agreed with when our complaints that were brought up at check out and ASSURED us she would email the manager and have it cleared up. She quoted us we would only be charged 2-3 hundred for that weekend. She also stated, she AGREED it was NOT right that we were charged that much for that room with the group we were with. We HAVE her recorded stating that! We paid well over $920 for a $79 negotiated room rate. Even though we spoke to a desk clerk on the phone about how it would get fixed upon arrival, the rate was not fixed! The "manager" claims to refund $263, that would leave us to pay $655 for a motel grade room. That is NOT WHAT WE HAD AGREEDED UPON! The "red stains" were definitely BLOOD on the towels upon arrival and that is unacceptable!! The issues that were NOT fixed; ac, flooring, split door, Non-working outlets, tv upstairs, flickering lights upstairs and down. These should be addressed BEFORE a guest is allowed to check into this room! Terrible hotel etiquette. A full refund is in order due to the stress this has caused, having to jump through these hoops trying to get our money back from a negotiated rate!!
  
  
  Business Response /* (4000, 13, 2022/08/24) */
  We have already provided a rebuttal and consider the matter closed.