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:10/22/2022

  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.

  On August 11, 2022 I found an online offer from AMR Direct for ***************** in Punta Cana, Dominican Republic. I booked & paid for 4 rooms. The rooms were all in deplorable degrading condition. Iron was not functioning, mini bar was inoperable, bedsheets and comforter were ripped & torn, bathroom was moldy and dirty. No response from housekeeping despite multiple calls. The worst hotel experience in my life. I spent so much money for poor quality accommodations. No one should stay in rooms in these horrendous conditions. It is unfair & unjust to rent out hotel rooms in extremely poor conditions when the property will be closed down, demolished and kicked out of the ***** family within 1-2 mths. WHY would AMR and ****** rent out hotel rooms knowing they are in such poor conditions? Very unfair. I should be fully compensated. No one else should stay there in those conditions. It's sad to pay a hotel & find out the reality of the room conditions once one arrives, which is too late. It's paid at that point. And the staff had no way to replace the items or rooms. Mini bar was inoperable & was never replaced despite my multiple phone calls asking to please replace. Bedsheets and comforters were ripped, worn out and torn. The bathroom towels were crispy, hard, ripped and weathered. It hurt to dry oneself with them. The towels were not soft at all. They desperate needed to be replaced but never were despite my complaints. The air conditioner was out of control with its' own mind. At times it was fine then most times it was hot. The bathroom was dirty and stained as if the mildew was built in and never cleaned properly. The blow dryer was inoperable. I wish I had something good to say about the room, but I truly do not. This has been the worst experience. It seems that since the hotel will be closed down soon, no one cares about the guests' experience. I was told by the front desk that there were no supplies to replace in the rooms.

  Business Response

  Date: 11/02/2022

  Thank you for contacting us regarding this complaint for *************************** Complaint ID  ********;
  
  We have contacted the resort regarding this guest complaint and have attached the resorts response.  They have indicated the guest did not make them aware of the issued mentioned in the complaint.  They do have a record of calls regarding additional towels for the 4 rooms (************, ************, ************, ************) and a services request for the mini refrigerator only.
  
  Our Accounting Team has also notified my team the guest has disputed the charges for payment after full services have been rendered.  According to the resort the guest booked 5 rooms and only utilized 4.  The resort assisted ****************** with cancellation of the 5th room at no additional chard on the day of arrival.
  
  The terms and conditions of our Fair-Trade contract states: If you find you have a claim or dispute with any of the travel or excursion providers, we will provide you with as much assistance as reasonably possible to assist you in resolving the dispute.  However, Customer Care was never notified of any issue with this guest stay until we received the BBB Complaint and the Credit Card Disputes.
  
  Despite their disappointment the guest has traveled, all services have been rendered and accepted in their condition, and fully utilized.  No compensation has been authorized in this case. 
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  Charlotte ** W****
  Customer Care Specialist

• Initial Complaint

  Date:10/04/2022

  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.

  On August 14, 2021, we booked a trip with ******* Resort for February of 2022 to the *** **** Resort in Punta Cana. We postponed this trip in January due to Punta Cana being at a Level 4 health warning because of COVID 19. My wife had taken insurance for a full travel credit. In the meantime, ******* continued to draw payments from her checking account stating that the existing withdrawals were “use it or lose it” if we did not keep paying on the trip, even though we were not rescheduling until COVID was over. On July 19, 2022 I called to book the trip again, to begin on December 31, 2022. Prior to making the final payment, I asked the representative if the Travel Protection Plus, which provides a full cash refund, was available to me. I asked the agent, Christina F****** this question twice and I was told that I would be eligible for a full refund minus the cost of insurance. I submitted a final payment of $2402.52 at that time, for a total of $10,420.11. The travel summary is attached. Due to some heart issues that I have developed since August, I am not comfortable traveling out of the country. For this reason, we decided to cancel this trip a couple of weeks ago. This can be confirmed with my doctor however, I was told I could get a refund for any reason, so I feel that it is irrelevant. When we called to cancel were told that the full refund was not available because we had a credit only on the original trip. Additionally, we were told that we were only eligible for a refund under $500.00. This is not what I was told when I booked the trip in July. I wrote to one of AMR’s Group Presidents, Gonzalo D** ****, as well as the agent who I booked with and received no response. I would like to receive a refund on the entire trip, minus the el insurance cost. The reservation number is ********.

  Business Response

  Date: 10/18/2022

  Thank you for contacting us regarding this complaint for ***********************; Complaint: ********
  
  *********** has received resolution he requested; he has been refunded in full less the cost of the travel protection (insurance cost).   See attached.
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  Charlotte ** W****
  Customer Care Specialist

  Customer Answer

  Date: 10/31/2022

  My complaint has been resolved to my satisfaction. I am thrilled and pleased with the BBB's response and actions on this matter.

  
  

• Initial Complaint

  Date:10/01/2022

  Type:Product 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 booked a vacation to Dominican Republic for 11/17/22-11/24/22. Reservation ******** A couple weeks later, we called and wanted to add a day and changed it to 11/16/22-11/24/22. Reservation ******** At the time of the change, the representative stated we would receive the funds back on our credit card within a week. It has been over 30 days and I have called several times (and been on hold for 30-45 minutes each time!) and have been lied to and we have been charged twice for the vacation and still no credit. The 30 days was up on 9/24/22. Also, our flights were cancelled by the airline and as I've called about trying to get our refund for the first reservation, I've been trying to get our flights rebooked. I've requested for a call back and have never received one. The most recent attempts have been on 9/21/22, 9/26 and 9/27. I called more than once on these days and the initial representative would transfer me to the extension that should be able to re-book our flights (2) and I would sit on hold for 30-45 minutes and then the call would click off and I was hung up on. I also sent an e-mail to the corporate office website with no reply/response or assistance. (AMRCollectiondreamsvacations.com) Please, please assist us. We still want to go on the vacation, but currently have no flights to get to the Dominican Republic and do not have the money back on our credit card for the first vacation (over $5200!!) Thank you so much for any help you can provide! Kind regards,************************* ********************** ************

  Business Response

  Date: 10/04/2022

  Thank you for contacting us regarding this complaint for *************************: Complaint: ********
  
  We were concerned to learn ***************** cancelled reservation was not refunded immediately.  ***************** called on September 27th, 2022, to advise she had not seen the credit reflected in her account.  Our records indicate the automated system issued a travel credit in error rather than the appropriate refund.
  
  Effective October 3, 2022, a full refund less the non-refundable cost ($459.98) of the Travel Protection Plus with cash back has been issued in the total amount of $5522.89.  This amount has been issued to the **** ending ****** and the credit should be reflected in this account within the next 7 business days.
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.

  Charlotte *. W****
  Customer Care Specialist

• Initial Complaint

  Date:09/16/2022

  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.

  We made a booking at the AMR Breathless Resort back in June for 9/28/22-10/2/22. They took a deposit on the credit card and then it said 14 days before the vacation date, the rest would be charged. The deposit was paid. Apparently when they tried to charge the card two weeks before the trip, the charge didn’t go through. They did not contact us saying anything. We did not receive any sort of notification there was an issue either from then or the bank. Per their own policy, they have to notify us to resolve first. Instead we only received an email notification today unilaterally cancelling the reservation. This was part of an overall group booking so many of our party tried to call in and fix the issue immediately after the cancellation email came in. The AMR customer service people for ALL of us refused to reinstate the booking, but could not confirm that they followed the proper reservation notification procedure. Their bottom line was your reservation doesn’t exist anymore, even though we called RIGHT after they cancelled it, and we won’t reinstate it. They would not allow any of us to speak to a supervisor. And all of them wanted us to rebook but at a significantly higher price. It seemed, and one lady named Andrea even confirmed, that they are trying to get higher-priced reservations last minute. It seems as if their business practice is to find any possible reason to cancel reservations so they can either push the person to rebook at a higher price since by this point all other aspects of travel are set and they’re stuck, or get other persons to pay last minute higher rates. I don’t see how an alleged luxury resort company works this way. It’s not as if we are unable or unwilling to pay or that we did not provide contact information to them. They just are taking advantage. The confirmation number was ************ under ******* ****. We want the reservation reinstated.

  Business Response

  Date: 09/21/2022

  Thank you for contacting us regarding the guest ***********************; Complaint: ********.
  
  We have investigated the circumstances of ******************** cancelled reservation with the Consumer Booking Engine Manager.  We have been advised this reservation cancelled due to Code ***: Card Issuer Declined Transaction.
  
  Per the attached email confirmation for reservation ************, GUARANTEE INFORMATION/CANCELLATION POLICY - The full balance will be automatically charged 14-days prior to arrival date to the original credit card used when making your reservation. We reserve the right to treat the booking as canceled by you if the balance is not paid when due.
  
  Our records indicate the automated payment was triggered on September 14, 2022 for the balance of $1323 USD.  When we received a Balance Failure Notification, this would have triggered an email from the system saying that the balance failed and that the reservation would be cancelled within 48 hours if payment was not received. This email was automatically sent to the guest at *******************.  The booking cancelled on September 16, 2022.  The reservation, once cancelled, cannot be reinstated.  It would need to be rebooked at current rates. 
  
  Thank you for contacting the Customer Care Team at AMR™ Collection.
  
  Becky P*****
  Customer Care Specialist
  [email protected]
  AMR Collection

• Initial Complaint

  Date:09/12/2022

  Type:Product 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 originally booked a vacation directly with ******* Hotel Cabo ( AMR resorts). Originally was charged one $382.50. Due to getting covid - I had to cancel unexpectedly two weeks before my trip in 8/2021.I was told at time of cancellation - I was able to use $292.50 towards a future stay and I had to "book it by 8.19.22." This isn't where the disservice occurred as I was ok with everything up to this point.Originally the agent said "book it by 8/19" - as in I could call 8/18 and book out for another time, NEVER "please attend and stay at out hotel by that date". I called the reservations/support two separate times to ask their supervisor to pull the recorded call and see how the agent may have mispoke their own terms and conditions and didn't explain the need to use credit by X date properly to me. I am now on my 4th attempt to reach ANY one with some managerial or authority on this matter and my patience is expired. WARNING: DO NOT expect returned service with this property or anyone within the AMR Resorts Group.

  Business Response

  Date: 09/14/2022

  Thank you for contacting us regarding this complaint for *******************************; Complaint: ********
  
  Our records indicate ********************** booked and made a one-night deposit to stay four (4) nights land only at the ******* Los Cabos Resort on April 22, 2021 for arrival August 19, -August 23, 2021 including Travel Protection with full travel credit. 
  
  ********************* cancelled on July 26, 2021 and was advised at the time her Travel Credit totaling $292.50 was valid for use for 13 months from the date of her cancellation.   
  
  ********************* called on March 16, 2022 asking about her travel credit and was advised the travel credit is a value of $292.50 and has until August 26, 2022 to complete travel.
  
  There has been no further communication with ********************** until August 26, 2022 when she called to request a review of the recorded calls.  At that time the credit was then expired, and ********************** has forfeited the value of the travel credit.
  
  Thank you for contacting the Customer Care Team at AMR Collection.
  
  Charlotte ** W****
  Customer Care  Specialist

  Customer Answer

  Date: 09/30/2022

  [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: AMR states I misunderstood their terms, when I was verbally explained them wrong by THEIR agent.

  Just because they now are circling back to offer eligibility thru December to use it after my 3 hour long phone calls seeking exactly this, doesn't make things right or erase the incorrect service their reservation agents displayed to me.
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 10/13/2022

  In response to this inquiry 18016514 we request closure of this complaint.
  
  ********************* is now harassing AMR Collections Customer Care Team and Reservations Teams.  AMR Collection has made an exception to extend the expired travel credit for the guest until December 22, 2022.  Now she is declining it and since she was clearly aware she purchase a travel protection that provided a travel credit and not a refund we will not convert the credit to a cash refund.  The Travel Credit was valid until August 26, 2022 and has been extended 4 months. 
  
  We are unable to offer any other options in this case and will not entertain another BBB inquiry on this matter.  Please take the time to view our previous response. This matter is closed, no further consideration will be given.
  
  We do understand that the resolution in this matter will be available for public viewing.
  
  Thank you in advance for your time and attention.
  
  Charlotte ** W****
  Customer Care Specialist

• Initial Complaint

  Date:08/03/2022

  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.

  My fiance and I booked our wedding trip with ******* st Martin  for 11/7/22-11/15/22. We saw the advertisement showing that we could get married on the beach at the resort. We booked the flight and hotel together to save some money. When we contacted the wedding coordinator she stated that we absolutely could notttt get married on the beach. We told her about the advertisement and the pictures claiming we could do a beach wedding. She stopped responding. We then had to completely cancel this resort but were stuck with the flights to st Martin. We then had to find a different resort to marry us on the beach for the dates we booked. We're also stuck spending a lot more

  Business Response

  Date: 08/05/2022

  Thank you for contacting us regarding this complaint for ***********************: ********
  It is our understanding that *********************** made her package reservation through a third-party tour operator and would need to contact *******.com who is the merchant of record.  All reservations made with a third party must coordinate with their merchant to resolve directly with the hotel.  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  Charlotte W****
  Customer Care Specialist

  Customer Answer

  Date: 08/08/2022

  [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:
  Our complaint has nothing to do with the hotel room booked. Our complaint is with ******* for false advertising all over the internet that they perform weddings in the sand. After booking the hotel we were told by the wedding coordinator that they do not perform weddings on the sand. We had to cancel the hotel because of this.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:07/31/2022

  Type:Product 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.

  Dates of stay 7/22/22 to 7/29/22. Purpose of stay Wedding.Rooms paid for 1 preferred honeymoon suite 1 preferred family room. The rooms given were outdated and several hazards such as plugs separated, inoperable sinks, inoperable refrigerators and the list can go on. I returned from the pool to find shattered glass all over the floor and desktop. My initial room flooded and we were not given a room for 3 hours. NO ASSISTANCE. Also the amenities included were not honored, beach bags, private concierge and special honeymoon amenities. NO welcome package. There was no 3 beers or any beers included in our room, no snacks as stated for our room type. I NEVER met or saw any private assistance. In addition the wedding ceremony was not private at all. I am extremely disappointed a wedding is a one time event, I tried to make the best of it but my 40 guests were extremely unhappy , along with myself. 2 nights stay for future use and glass in my foot was not acceptable. I would like a Refund for paid services not given and compensation due to glass in my foot as well as compensation for not having a room for over 3 hours due to room flooding

  Business Response

  Date: 08/05/2022

  Good day, 

  We would be happy to assist with having ************************ concerns addressed by the specific hotel she visited. Unfortunately, we do not see that information on this complaint. Please contact our office at [email protected] for a proper follow up or, respond here with the name of the hotel so that we may assist you. 

  Best regards, 

  Robin P********
  (She/Her)
  Manager, Customer Care
  [email protected]
  AMR Collection

• Initial Complaint

  Date:07/29/2022

  Type:Product 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 just recently returned from my stay at your resort from June 5-12.  I am extremely disappointed in the Covid process. My party of 4 was not required to have a test to return to the US. The resort still did the test and charged $35 per test. When I asked for a receipt I was told it would be emailed to me within 4 hours. It was not. I find it very distrustful that you are required to pay in cash and no receipt is given especially when a test should not have been performed in the first place. I am asking for a refund of the $140 US dollars that was given to the resort.

  Business Response

  Date: 08/03/2022

  Thank you for contacting us regarding this complaint for *********************************,Complaint: ********
  

  It is our understanding that ********************** made her reservation through a tour operator; ****** *********** and would need to contact ****** *********** who is the merchant of record. 

  All reservations made with a third party must coordinate with their merchant to resolve directly with the hotel.   
  

  To provide full disclosure, AMR Collection did provide an update on June 10, 2022 regarding Covid 19 Testing for travelers arriving to United States.  Attached please find that notice. 

  At the time ********************** was in destination (June 5-12, 2022), testing was still required for arrival into United States and the notice was published two (2) days prior to her travel back to United States.
  

  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  Charlotte W****
  Customer Care Specialist 

• Initial Complaint

  Date:07/23/2022

  Type:Product 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.

  During my stay at an AMR resort, I did not have the best experience. The lobby was crowded. We had to wait for a room and room service was horrible. Food was ordered around 9pm and did not make it to the room box until after 2am. There was a jacuzzi in room, the jets did not work and you could see the dirt around them as if they were not clean and had not been clean for a while. I chose this resort because the hotel brand seems to have good reviews and from my experience these reviews were fraud, and I was very unhappy with service provided and the room cleanliness.

  Business Response

  Date: 07/25/2022

  Thank you for your follow up inquiry for ********************* ********
  
  Please be advised, AMResorts, LP does not own, operate, manage, or control hotels or properties.  We provide services involving marketing, sales, promotions, advertising and brand management to hotels and resorts in the Caribbean and Mexico.  Each resort is individually owned and operated making the decision to offer compensation if they determine it is warranted.
  
  Alandra B is booked through a Tour Operator who is the merchant of record and will work directly with the hotel on the guest behalf.  Guest should contact Hotel.com to request compensation for disappointment.
  
  As a courtesy, I have shared the guest comments with the resorts Management.  The guest may contact the resort directly if they choose.
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  Charlotte *. W****
  Customer Care Specialist 
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