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:11/17/2023

  Type:Customer Service 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 understand that you are a 3rd party hotel proprietor of the ***** property in Orlando Florida ****************. I would like to make you aware of issues at said property. Very concerned absolute the state of supplies and service at ***** ************** Florida. To start off at checkin I was informed my room was given away when we booked it 20 minutes before anrrival and they are sold out they only had 1 type of room available. Sad because I paid more for a different room Its a beautiful hotel property with lots of potential but the staff is destroying this place I have tried four times to reach front desk over two days where no one is answering the front desk phone. finally today I called on my cell phone and still could not get any answer. I walk to front desk and in extreme broken English lady says she no answers phone and was doing paperwork . Management was unreponsive and non existent. I was like wow cause they rationed wash cloths to 1 per day to not overload house keeping and if you want your room restocked you have to ask 24-48hrs in advance. This is unacceptable. The team at the hotel is rationing our coffee cups and room supplies to save money and when you ask for from the front desk, they give you a really hard time about how they cannot give you one and supplies are locked up or they dont have ability to disperse . I honestly feel ripped off and disappointed that this is even in the ***** property of brands. I have stayed at the Chesapeake, Virginia location, and Gainesville, Florida with excellent customer service and staff that knows what they’re doing. This location needs to retrain entire team or rehire. Plus, this did not feel like in ***** property no music in the lobby. It was completely stripped of the fun hip atmosphere My trip confirmation number is ********* My ******** *** *** number is *********. I have attached images of items that staff have used to show that they are responsible to provide that service in a timely manner.

• Initial Complaint

  Date:10/10/2022

  Type:Customer Service 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.

  We arrived at the Towneplace Suites Sunnyvale Mountain View hotel just past midnight, 1:00 am; we had a confirmed reservation starting on the night of Sept 20, 2022, and we were told the hotel did not have any more rooms available. How can that be possible when we had a reservation? Arriving very late from a long flight from Florida, and then we were faced with this unacceptable dilemma at the TownePlace Suites in Sunnyvale CA. In what world does any kind of customer (a loyal one at that) who has a confimed reservation not be able to be accommodated at any hotel? It is an egregious breach of customer trust and relationship. The Towneplace people booked us an alternate room at a nearby hotel for the night to attempt to make it up to us, but any such make-up solution is not acceptable, but we had no choice in the matter. It was too much to impose on loyal customers like me especially to be waiting for one hotel to arrange a night at another one, needing for us to haul our luggages and ourselves over to that other hotel at an already an ungodly time of the night. It has taken too much of our day the following day, Wednesday the 21st to be dealing with this when we did what we thought was needed a few weeks ahead to make sure the trip will be hassle-free. TownePlace Suites Sunnyvale Mountain View appears to practice overselling the nights at their property at the expense of severely inconveniencing its customers, regardless of how loyal the customer had been over the many years of being a member. I have been demanding an explanation and reparations for this severely compromised trip. The Towneplace hotel people revised our reservations to begin on the next day, Wed., Sept 21 to the 24th. But that messed up my business appointments and my wife's the next morning. Very disappointed and I no longer trust the Marriott brand if they condone the practice of overselling rooms by the franchisee (HHM). This is unacceptable and a blatant disrespect to me and my family.