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Business Profile

Hotels

Royal Regency Hotel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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:05/14/2025

    Type:Product 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.
    False Advertising On May 2, 2025, I book hotel reservations with The Royal Regency Hotel, with amenities that included parking, continental breakfast, gym and free WiFi. On May 7, 2025, I called the hotels front desk to confirm the parking was free and included with the price and was told yes. On May 10th, I was charged $19.00, per night for amenities and was told by the two front desk people that the advertisement was wrong I was charged a $200, incidental fee which is not in writing.
  • Initial Complaint

    Date:09/06/2023

    Type:Service or Repair 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 stayed at this hotel on 9/2/23-9/4/23. At check-in the A/c was not working and the window (with no screen) was open. The room smelled like something dead. I called the front desk and the agent came and gave me a small box fan. Sunday night still no working A/c and now there was a sewer smell in the bathroom. Again, I called the front desk and I asked that my folio be noted of my complaints for both days. The hotel was full and I could not be moved to another room. I called to speak with the ** "****" on Tuesday and he wasn't available. The female agent on duty was rude on the phone and I left a voicemail for ****. "****" called me and offered 15% off a next stay. I declined, as I will not stay at this property again.I want to be compensated for one night.

    Customer Answer

    Date: 10/02/2023

    Better Business Bureau:

    At this time, I have not been contacted by Royal Regency Hotel regarding complaint ID ********.

    Sincerely,

    **************************************
  • Initial Complaint

    Date:12/23/2022

    Type:Product 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.
    Unfortunately, problems began to arise immediately after I booked the date. Over the next several months I was given five different Event Managers.Two of them I never meet, we communicated via a few emails and then they were gone. Our third Event Manager was **************************************. My fianc and I went down to meet her in person. We discussed some details, finalized, and signed the contract.********* was very personable and professional. We began to feel a level of comfort that our event was being handled in a professional manner. Then, a few months later, after her not responding to several of my emails, we found out she too was gone! The constant turnover and lack of communication caused me much anxiety. I started to become very concerned and began having second thoughts about my choice. I decided to make another visit to meet the now fourth Event Manager, *****************************. This time, I brought along two of my best-friends, one who was also my attorney. During the meeting it was apparent that the prior Event Managers didn't keep detailed notes regarding our RECEPTION was unaware of many items previously agreed upon. One such item was that the food was to be catered by an outside vendor and the amount of passed hors doeuvres. As a concession he increased the number as an act of good faith. Once these items were added, we went over the details of my contract, my lawyer reviewed it before I signed, and I put another deposit down. Everything was fine for a month or two and then once again ***************************** was gone.The new and fifth Event Manager, ******* started responding to my emails. So, we continued planning my event. My fianc and I went down to meet him in person. A day or two before the wedding ******* introduced us to his assistant. We only knew him as ***********The second and biggest issue was the catered food it was stolen and we where told the frigerator spoiled the food . we are looking for refund of food and wedding cake in full.

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