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:01/02/2024

  Type:Service or Repair 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.

  I stayed at the resort 12/28/23-12/30/23. When I returned to my room on 12/29 my laundry bag was missing from the room. I am not sure if the maid thought it was garbage or not but the bag was missing. I notified the manager and he said he would look into it. Since then I have received the run around from the resort. The manager said housekeeping does not have the bag and that nothing can be done about this. I have since tried to contact the GM but no one has called me back. I believe I should be compensated for the clothes that went missing.

  Business Response

  Date: 01/08/2024

  We recognize this complaint as handled by our Director of Rooms on Saturday, December 30, 2023.  Apparently guest placed a yet unspecified number of clothing items in one of the hotels trash bags (as described by guest), which the guest claims to have been mistakenly removed by the room attendant who serviced the room.  Our staff is trained not to remove any personal items from a guest rooms; and as these bags are transparent, it is not clear why it would have been removed.

  Nonetheless, we empathize with the guest, if somehow these items were removed; but without a description of the items missing we advised a list would be helpful to have from them.  Without any other supporting evidence of value, we will, in the interest of goodwill, the hotel will adjust $50.00 from the guest's bill.

  Customer Answer

  Date: 01/09/2024

  I did give them a list of what was in the bag. The front desk manager, ****, asked me and he wrote it down. If the room manager had called me back as I was told she would,  I wouldve given her a list but I never heard back from her. I will though accept their refund. 

  Customer Answer

  Date: 01/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  I wish to receive the refund in a timely matter. Thank you for your time. 
  
  Regards,
  
  *********************************
  

  Customer Answer

  Date: 01/10/2024

  Hi, I am just wondering when I should be getting the 50$ refund the hotel promised to give? I do not see it credited to my account yet. Thank you 

  Customer Answer

  Date: 01/10/2024

  Thank you for your response. The money was sent to the business? Will they be sending me a check? 

  Customer Answer

  Date: 01/16/2024

  Hello, the hotel agreed to refund me 50$ but I have yet to receive the refund. Thank you 

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair 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.

  Date of Transaction: 11/21/2023 Dates of Stay at Hotel: 11/18/2023 to 11/21/2023 Amount of Money Paid: $639.24 Business Committed to Provide: Reserved room and access to amenities including indoor pool access. Nature of Dispute: Pool water temperature as well as pool facility air temperature was not kept at desired ranges as documented by the Eden Resort. The temperatures did not allow all swimmers to swim comfortably, discriminating against swimmers more sensitive to cooler temperatures such as small children. Did Business Try to Resolve the Issue?: The initial communication via text message shows the business inaccurately representing the pool temperature water until confronted with their own logging documentation. The business then said they would send maintenance to fix the problem. After 24 hours the pool temperature as well as the pool facility air temperature still did not meet the threshold of desired ranges and the hotel manager on shift was notified. The manager said he would have maintenance check and adjust the temperature. Approximately 6 hours later, the temperature still did not meet the minimum threshold of the desired pool temperature as well as pool facility air temperature. Complimentary breakfast offered as compensation which was denied by me. I requested a free night which was rejected by the shift hotel manager upon checkout. Tracking Number: Folio No ******, Room No. ***, Conf. No. ********

  Business Response

  Date: 12/06/2023

  December 6, 2023

  We are in receipt of the complaint; and offered compensation during the guest’s recent stay.   This was declined by the guest.  The hotel felt that a $50 adjustment off the folio was appropriate.  Additionally, breakfast was offered and declined.
  
  As a goodwill gesture, we will deposit 5,000 Best Western Rewards points into the guest’s account.
  
  In reviewing the nature of the complaint revolving around the water temperature of the indoor pool, we regret that somehow the logs kept by our maintenance team were accessible.  This is not the normal procedure, and it is unfortunate that our guest experienced this.  We note that the water temperature is noted as “ideal range,” and on the days in question we were at 96% of that goal.  Adjustments were made on receipt of the complaint.
  
  The Eden Resort & Suites recognizes its year-round indoor pool, and the two seasonal outdoor pools are major assets to the operation; and we regret *** *******’s experience was not up his expectations.  We appreciate the feedback; and hope this effort to resolve the matter will be received in the spirit in which it’s intended.
  
  Sincerely,
  General Manager
  

  Customer Answer

  Date: 12/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Thank you to both parties for facilitating communication as well as the response from the business.  I am rejecting the business's response for a few key reasons: 

  First, the business did not acknowledge that during the initial communication (via text message in attached evidence) the representative of the business misrepresented the pool temperature prior to the knowledge that I and all other guests could view the pool facility temperature log.  The temperature log shows no indication that it was at the temperature claimed by the business representative and the business has not shown evidence that they have any other procedure for documenting pool facility temperature checks. 

  Secondly, the business in their response explained that the days in question the water temperature was not at the ideal range by acknowledging that 81 degrees is only approximately 96% of 86 degrees.  They do not apologize for not operating within their own documented ideal temperatures (pool and air) which ensure the comfort and safety of all guests regardless of age and health and instead infer that only my expectations were not met deflecting responsibility to their own documented policy and procedure. 

  Lastly, the compensation offered was insufficient.  My family and I came primarily with the intention of using the indoor pool facilities for most of our stay and were forced to find and pay for outside entertainment as my two year old son was shivering uncontrollably while submerged in the water and had to be removed after approximately 15 minutes.  My family and I (including our 2 year old son) swim at least twice a week at other facilities and have never had this type of experience with an indoor pool facility.

  In conclusion I have provided sufficient evidence that the business's policy and procedures were not followed and that the business at one point misrepresented the pool temperature information.  The business has provided no such evidence.  Furthermore,  I have also shown that the pool facility temperatures were never documented in the ideal range during my stay.  The business has only shown regret for having left out the evidence for the customer to document and use justifiably to defend themselves.  Refunding me a night's stay at their hotel would be sufficient compensation at $161.96.  However, my ultimate goal is that the business does not treat any other guests in the manner and ensures all advertised assets are kept in a state that accommodates the comfort and safety of their guests.
  
  Regards,
  
  **********************

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair 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.

  I received a gift card from Eden Resort. It was for 2 free champagne Brunches. The card expired in 2020 during the pandemic. They stopped serving the brunches during the pandemic so I could not use it. They just started to serve them again on 10/03/22. I went today to get my card renewed and they refused saying they extended the cards until 2021. That was useless since they still were not serving the brunches. I would appreciate your help in getting my card updated now that they have fully opened again. Thank you for your help.

  Customer Answer

  Date: 10/26/2022

  My complaint against the Eden Resort about not honoring a gift card has been resolved.  They got in touch with me and did renew the card.  They were very kind and apologetic. 
  Thank you for your help!!

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair 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.

  My stay was from 8/26-8/29 in room #*** conf# ******** and I paid $1059.xx. The Eden committed to offering a large collection of unique and up-scale guest rooms and suites, unsurpassed on-site recreational facilities, and exceptional staff ready to meet your needs, all at an incredible value. The nature of the dispute involves the broken thermostat in the bedroom of my suite. I stayed for 3nights/4days and the whole time the thermostat read 76, 77, 78 degrees in the room, although I had it set on cool at 66 degrees. I continued to notify the manager's and even sent pictures. This made my stay very uncomfortable and hot especially since it was 90 degrees outside. A maintenance worker did come on the 3rd day but by that night it read 95 degrees, I was barely able to sleep which lead to me taking a picture at 6:00 an d texting it to the manager's. No type of compensation was even offered for my inconvenience. I am seeking at least one night's stay back which is $349.95. Just so we are clear the person I was speaking to in the text messages that I reported these complaints to was WANDA! I have gladly enclosed copies of the text messages

  Business Response

  Date: 09/13/2022

  September 13, 2022 
  

  To Whom It May Concern: 
  

  Thank you for the opportunity to respond to ******* *****’s complaint. 
  

  On Thursday, September 1 (after *** ***** initiated her complaint), our Assistant  General Manager, Michael D* *****, spoke with *** *****; they discussed the  issue that she had with the temperature in her room. When such issues arise during  a guest’s stay, we always resolve the issue as quickly as possible. 
  

  Given that *** ***** had already planned a return visit to the Eden Resort &  Suites in Summer 2023, Mr. D* ***** agreed to discount her room for one night on  her return visit. Therefore, we have already reached a resolution with *** *****. 
  

  Again, thank you for the opportunity to respond to this complaint. Please do not  hesitate to contact us if you need any further information. 

  Sincerely, 
  Stephen * S****** 
  Managing Partner 
  Eden Resort & Suites

  Customer Answer

  Date: 09/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************