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:11/14/2022

  Type:Customer Service 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 ********************************************** checked in November 10 & checked out November 11, 2022. I spent many hundreds on this room with our hard earned money to be treated the way we were. My husband left for work and I asked for a fresh room about 9pm. By a manger ********* inwhich later to find out that wasn't suppose to happen because a room refreshing is 9-5 hours. I could of refreshed my own room. Then after loosing my money, I went to my room at 3am to see it looking non fresh. I called the front desk and spoke to ****** who sent ******** up and took care of me. ****** also gave me a late check out. Besides all this, I witnessed other managers father get a room, young boys get penthouse suite. And the little ****-American girl get harassed. Housekeeping knocked on my door and called the front desk and said I still was in the room. Then the supervisor ****** called me and stated I should of left at 11am. Inwhich later I found out the notes where properly input in the system by ****** about my late check out. Then another housekeeper knocked on the door wanting me to leave again. This was the worst stay for a high end hotel. I then spoke to the manager ******* who stated he would coach his team on my experience. But did he? My bill is still not correct. The incidentals fell off but the adjustment ******* put on my paper receipt does not match my credit card amount. Corporate please help and please explain my unfair treatment.

  Business Response

  Date: 01/20/2023

  Dear Patron, I looked into your matter and found that you requested a late checkout from our hotel. Your request was too late to process through our automated system, so it was processed manually. As such, it was not communicated to the housekeeping staff who knocked on your door. For the inconvenience of having housekeeping knock on your door during your overstay, your account was credited $65.00 plus tax. Please contact us if you would like a discount on a future stay. Thank you!

  
  

  Thank you,

  Tom 

  Customer Answer

  Date: 01/24/2023

  [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,
  
  *****************************