We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Resort

Williamsburg Plantation, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Williamsburg Plantation, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Williamsburg Plantation, Inc. has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/30/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 name is ***** ******, and I recently stayed at Vacation Village for a few days. I am reaching out regarding an unauthorized charge to my credit card, as well as my overall experience during my stay.

      Upon checking my statement, I noticed that my credit card was charged without my knowledge or consent. I participated in a tour, during which I felt pressured for over five hours to purchase a room with a long-term financial commitment. After enduring this lengthy process, I received a gift card; however, I later discovered that the amount credited to the gift card was instead charged to my credit card. This feels misleading and unethical.

      Additionally, I was unfairly charged a pet fee despite the fact that no pets were present in my unit. A visitor of mine had small service dogs that remained in their car at all times. During the tour, I was repeatedly told that this was a pet-friendly hotel, yet I was still penalized for my visitor’s service animals, which never entered the premises.

      When I attempted to address these concerns over the phone, I was met with extremely unprofessional behavior. My call was disconnected, and when I called back, an employee named ****** responded in an unprofessional manner, raising her voice when I requested to speak with a manager. I was then informed that no manager would be available until 2:30 PM today, January 30, 2025.

      Later on that day around 11:15 AM the General Manager from the location called me and while I explained what happened he interrupted me and started yelling at me. When I said I was going to start recording the conversation he hung up the phone on.

      I find these practices concerning and unacceptable. I respectfully request an immediate resolution, including a refund for the unauthorized pet fee and any other improper charges. I would appreciate a prompt response from a manager at your earliest convenience.

      Business Response

      Date: 02/11/2025

      Good morning Mr. ******,
        Thank you for your recent feedback via the **** We did respond to your ******** On-Line feedback on 31 January. Your situation was brought to my attention after our Front Desk Team explained
      that you verbally threatened to cause physical harm to our resort and became
      unprofessional to our agents and myself.  Our Registration Card states,
      which you signed, “ I also understand that the Resort has a “Limited” Pet
      Policy, which requires that the Resort be notified, and all pets approved prior
      to arrival.  I have read the pet policy rules and understand that
      should I violate this policy, I will be fined *******, plus the Resort that the
      right to refuse my confirmation. Our Quality Assurance Department was the
      individuals that notified us that an animal was in the Unit, and therefore
      since we were not aware, the charges will stay present on your folio. If you
      have additional concerns regarding our Marketing Programs and your charges for
      the Gift Card, please reach out our Marketing Office at ************* We show
      no notification of no hot water, or your fireplace working. In the event you
      have challenges at any Resort and or Hotel, staff is always available 24/7 to
      address any service-related opportunities. In the event your travels require
      you to travel to Williamsburg Virgina, we wish you safe travels.

       

       

      Sincerely,

      Blaine Dorsey

      Resort General Manager

      Customer Answer

      Date: 02/13/2025



      Complaint: ********



      I am rejecting this response because: Per *** regulations:
      • Hotels cannot impose a pet fee on a service animal.
      Staff may only ask two specific questions to verify a service animal but cannot request documentation.
      Charging a pet fee for a service animal is a direct violation of federal law.
      Given these legal protections, I request a full refund of the improperly charged pet fee. Additionally, I urge Vacation Village to ensure compliance with *** regulations to prevent further discrimination against individuals who rely on service animals.

      it is illegal to charge a pet fee for a service animal and the fee was charged prior to any exchange of words and the business acted unprofessional and hung up on me twice when explaining this over the phone. Also advised me there was on management on site to take my complaint then the general manager hung up on me. There was no reason for me to make threats on the phone.



      Sincerely,



      ***** ******

    Williamsburg Plantation, Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.