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:06/06/2025

  Type:Sales and Advertising 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 visited the restaurant located inside the hotel on floor one on the morning of June 6 with my son. ******* was our server. After we had gotten our food and sat, we had waited about 10 minutes for our drinks and silverware which I had asked for already. I finally waved ******* down and asked if she could bring us some drinks and silverware. With an extremely rude tone, she replied your silverware is right in front of you. I looked down and noticed that she had bought silverware but had failed to bring the drinks. So I asked again could we please get our drinks at which point ******* became enraged. She raised her voice and told me this is a buffet. I was extremely confused by that comment, but proceeded to let her know we needed the drinks and food was getting cold and that I didnt appreciate her tone. ******* then returns from the kitchen and sit down the drinks and literally threw the straws at me and my son. I know theres a camera about 10 feet from where this happened so I presume that footage will be reviewed. After throwing the straws, she begins to run to the register, crying hysterically, and letting the other staff members know what had happened as she is having a complete mental breakdown. I am then approached by who I only assume was the chef who asked me if everything was OK. She trough her absolute best to escalate that situation by getting others involved. I informed the gentleman that the waitress was extremely rude and had thrown straws. He apologized and walked away. I could hear under Cynthias breath as walked around using profanities and cutting the occasional eye, talking about the story to other wait staff. Cynthias behavior was completely deplorable and I ask that you all refund us the meal. I would also encourage you to check on her mental health and possible substance abuse. I hope the video reveals what a spectacle she made running around the restaurant, crying, involving others, and creating an absolutely unnecessary scene.

  Business Response

  Date: 06/07/2025

  Thank you for bringing this to our attention. We deeply regret to hear of the experience you described during your visit to the restaurant. This is certainly not the level of service we expect to provide our guests.

  We will, of course, be refunding the full charge of $33.04 back to the **** ending in 1245 that we have on file. Please accept our sincere apologies, and know that we are taking this matter seriously.

  Kind Regards,

  Chase Long | Quality Assurance

  Customer Answer

  Date: 06/09/2025

   
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/22/2024

  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.

  Checked in at Avista Resort on Sunday July 14th, 2024 with plans to stay for seven nights until checking out on July 21st, 2024. On the second morning of our stay, Tuesday July 16th, 2024, it became apparent that our room was infested with lice and both my children had head lice that they did not have prior to our arrival. When investigating, we found lice in the sheets of the bed. I reported this issue to Guest Experience Manager *********************** as was told that she had contacted pest control and would have the room fumigated. At this point I met with **************** and a gentlemen whom I believe was the hotel manager, I did not get his name, in his office and said that I will not be paying to stay at a hotel that gave my family lice. I said that the only way we will stay until the end of our planned stay is if we are not charged. He said that company policy does not allow him to do that. I said, okay, fair enough, I am leaving today (July 16th) and I want refunded for the two nights that we stayed when your hotel infected my family with lice that I now have to treat and make sure we do not take back home. He agreed to do this. After packing up, I returned to the customer service desk to check out and was given print out by *********************** that showed two refund amounts (the amount of the first two nights plus the amount for the remaining five nights that we would now not be staying), but also still showed a remaining balance due of $673.38. I questioned her about this balance and she said that we would not be charged for this amount and that it was "for their books". Upon checking my credit card statement, we were refunded the amounts of $673.38 and $1,821.17 on July 16th but then also re-charged $673.38 on July 16th. This means that I was directly lied to by *********************** and the hotel manager. Not only did the hotel give my family lice, they also lied, looking me directly in the face, about the refund. I seek being refunded the $673.38 that they re-charged me on checkout.

  Business Response

  Date: 07/30/2024

  To Whom It May ***************** are sorry to hear of this frustrating experience.  We have ensure the guest refund was processed and the guest made aware.  We are normally known for exceptional attention to detail and regret we missed the **** this time.  Thank you for the opportunity to resolve this.  Have a good day!

   

  Kind Regards,

  Nivi

  Customer Answer

  Date: 07/30/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair 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.

  First, we have stayed at ***************************** over 10 years now and booked Avista as it is a sister property and has an indoor pool and we knew the weather would be questionable being the first week of April. I called prior to booking asking what type of room I needed to book to get a 1st floor and booked what I was told. We have 3 ******* under 5 and wanted as low as possible. I called a week prior to confirm only to find out the room type we booked, based on what we were told, did not go any lower than 5. When we got there and were placed in our room I immediately called and text the resort as the room was nothing like the online pics. The online pics of the room type we booked, was not wood floors, had a concrete balcony, not slats and the ocean could not even be viewed from living room or main bedroom without standing up. I text at 501 pm on 3/28, and was told we couldn't be moved. @ 652 pm *********************** asked to call I said yes and she never called. @945 I text again and was told we were in a BNS unit and that 2 bedrooms should have an ocean view and one bedroom should not. ****** is the person who said that. I told her that we did not have an oceanview from 2 bedrooms only 1, never heard back. on Sat 3/30 I text for a vacuum @ 408 and was told @ 834 pm one would be sent up. I asked for it to be sent up on Sunday 3/31 as our kids were already asleep. They said yes. On Sun 3/31 @ 1252 I was told that someone would send someone to vacuum and I said kids were asleep and they said one would be dropped off at the unit. On Monday 4/1 I was asked if vacuum came, I said no and they said one would be sent. On Tuesday housekeeping came, we left and when we returned many hours later our unit was open, the lock had been extended and our room had been exposed for who knows how long. A manager called on Wed. to make sure we got vacuum and we never did. They sent one on Thursday but by that time we were leaving Friday and had waited since Sat. (5 days). We paid $3k with no view

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service 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 January 16 housekeeping let someone in my room without my permission when I arrived at the hotel I tried to get them out by offering them a ride in which we left but later returned a disturbance ensued due to the un wanted guest that the housekeeper allowed in resulting police were called and they took my 250 $deposit I would like my deposit and a formal apology from manager ***********************

  Business Response

  Date: 01/18/2023

  ***********, while we are sorry you had issues with your guest while staying at the Avista Resort we have already confirmed with you that we watched the Videos and read the lock and at no time did our staff use their key and open the door but in fact you two were seen during that time in the hallways and coming from your unit.

• Initial Complaint

  Date:10/04/2022

  Type:Product 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.

  Power went out at 4:20 Told the front desk about no restroom facilities They are still checking in people to the hotel at 10:40 at night with no power and no restroom facilities But they have enough power to power the swimming pool and lights in hallway but no lights in The room or air conditioning or anything Is a hotel of this size this should be against the law
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/05) */
  Good Morning , Our mutual client stayed during the time that Hurricane hit and we unfortunately lost power . The reservation was for 2 nights and the issue occurred on the last night . The guest felt that we should have had generators for the whole building which is not possible but we do have them for public and service areas . The incoming guests needed to be checked in as they did not need to be out on the street with everything going on .At this time we are issuing the guest a credit of $100 for any inconvenience this situation might have caused him . Thanking you for your time .
  Quality Assurance Team , at Avista Resort
  
  
  Consumer Response /* (2000, 7, 2022/10/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)