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Business Profile

Hotels

Cartoon Network Hotel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 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:08/28/2024

    Type:Service or Repair 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.
    WATERSLIDE BROKE, INDOOR POOL BEING REMODELED SO CLOSED, SPLASH PAD BROKE WHICH WAS NOT DISCUSSED AT TIME OF BOOKING. SHOWER DOOR DID NOT CLOSE IN ONE ROOM CAUSING FLOOR TO BE WET, TOILET OVERFLOW WAITED 45 MINUTES FOR REPAIR AND DID NOT CLEAN UP FLOOR, TRASH NOT PICKED UP DAILY, TOWELS NOT REPLENISHED DAILY, TOILET CONSISTENTLY RUNNING, NATS IN ROOMS DUE TO NO TRASH PICK UP, HOTEL RESTERARAUNT CLOSED FOR DINNER (NOT TOLD AT TIME OF BOOKING) BASICALLY FALSELY ADVERTISED ALL AMENITIES FROM TIME OF BOOKING TO TIME OF CHECKING IN ALONG WITH HEALTH CONCERNS AND CLEANLINESS ISSUES CONTINUED TO CALL FRONT DESK AND COMMUNICATED WITH MANAGER ************************* FILED COMPLAINT WITH PALACE ENTERTAINMENT OWNER OF HOTEL AND NO RESPONSE FROM EITHER PARTIES

    Customer Answer

    Date: 08/30/2024

    This has been resolved with the manager and we came to an amicable agreement not further assistance needed all has been resolved 

  • Initial Complaint

    Date:01/29/2024

    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.
    We stay from December 26th to the 29th. They advertised that there was a restaurant and a smaller area cafe with bagels/coffee, etc. We took the train to ********* so a place with a restaurant was important to us. It was myself, 2 children and my mom who also utilized a travel wheelchair. The restaurant was not open at any time that we were there. There was confusion when you asked the staff if it was going to open (some thought it was, others said no). The cafe did not open until 11:30 am. Too late for our breakfast. There was a television advertising all the things that were supposed to be happening in the restaurant that was closed. There was one person who was in charge of the check in/check out, the store, and housekeeping. If you needed to ask a question you had to wait in a line that was at least 10 people long. Wasting lots of time. Towel/ toilet paper were not brought automatically. You had to call down and wait until they brought it to you (sometime having to call multiple times) or wait in the line at the front desk. Any question that was asked didnt really get an answer or you would come to find out later the answer you got was wrong. Before leaving this review I used the web page and the contact us form and have heard nothing back. I also messaged them through ******** and was told someone would contact me and also heard nothing. If you are not going to have the majority of the amenities you offer available at certain times during the year that is fine. But at least let people know so they can make an informed decision about where they are staying. This was a giant and costly inconvenience.

  • Initial Complaint

    Date:11/09/2023

    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 made a reservation for Cartoon Network for this weekend Nov 10-12 2023. Unfortunately , I got sick earlier this week , and just got the call I was COVID postitive . I called them to cancel and they said they were able to cancel one night. But refuse to cancel my reservation for nov 10. Saying I will still be charged . They are basically telling me to come in and get people sick even though they know I have COVID. They do not care about putting other guest in danger. Person I spoke to is *************************** manager ***** .. I am not willing to lose money just because they wont cancel it. Therefor forcing me to ccheck in and hang out in the lobby .

  • Initial Complaint

    Date:07/24/2023

    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 reserved to stay at this hotel from 07/23/23- 07/24/23 . Reservation number: *********The hotel is unsanitary. The bathrooms were dirty and not properly stocked. Went to the pool, swam with bugs and no pools towels for about 2 hours. Informed manager who said that he doesn’t know what’s happening to the towels. Our room also had only one towel. We we served complimentary breakfast on bowls that were not cleaned. Visible left over food still stuck in the plates. Dining area for dinner was closed for a private event, it was not mentioned on their website or when we made a reservation that we would not have access to the dinner area. The arcade prize machine was not working and when I Asked the front desk she told me I should wait until the next day, only after I explained we were leaving for the next day did she obtain a key to help us get the prizes. The virtual reality game was down, an employee made an attempt to get it to work but then told us she could not get it to work and she told her manager but her manager did not solve the problem. It’s evident this place has poor management and not a sanitary hotel. They need to be inspected.

  • Initial Complaint

    Date:07/17/2023

    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.
    Wednesday, June 21, 2023 I stayed at the Cartoon Network Hotel. It was an awful experience and I have emailed 3 times and have received no response. The bed was broken, I called the front desk, they sent maintenance. Maintenance told me it was fixed. I got in bed that night and the bed collapsed. You can see from the picture the bed was completely broken in the middle. The hotel was also not very clean, especially the pool areas. The front desk also had no idea what was happening at the hotel, what activities were being had for the children and that the movie night was cancelled due to rain. The front desk also called my room around 1030pm when all my kids were asleep and woke them up. Overall, it was a terrible experience and my back still hurts from having to attempt to sleep on a broken bed. I would like a full refund.

  • Initial Complaint

    Date:04/17/2023

    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.
    We checked in on 4/11 and checked out on 4/12. My 9 year old son and my older mother stayed with me.This hotel is EXTREMELY dirty and unsanitary. Rooms were disgusting, I had to my clean my room myself. The small pool was gunky and murky. There was no fitted sheet on one of the two full sized beds and it was obvious it wasn't changed and was completely stained. Blood on the blanket. Some other large stains on the curtains. Dirty linens not bagged and lined from floor almost to ceiling in the walkway to the rooms. The dirty linens were maybe a foot away from the bottom stair of the staircase and it was a tripping hazard. An employee was throwing trash from the second floor balcony down to a bin on the sidewalk on the first floor and trash was bouncing out of the bin and going all over on the ground and sidewalk. Restaurant and coffee shop located inside the lobby were both disgusting and dirty with no signs that they are regularly cleaned. Trash lined the sidewalks and the stairs. The same chewed twizzler remained on the staircase our entire stay. I repeatedly asked to speak to the General Manager (both in person and after getting home) who never came to my room to talk to me as promised, and no phone call back, nothing. This is a shortened version since I only have so many characters to type. I also have more pictures but I could only upload a few.

    Customer Answer

    Date: 05/13/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

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

    Regards,

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

Cartoon Network Hotel is NOT a BBB Accredited Business.

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