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:01/12/2023

  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.

  On 12/6/22, My family and I checked into ***** **** Resort and Spa at approximately 9:38pm. Once we checked in, we drove to Unit: ****** ***. Upon entrance, the lock and handle was loose. We entered the unit to only discover that the Unit was not cleaned prior to our arrival. The refrigerator was not cleaned. It contained stains inside. The downstairs bedroom, had dirt stains inside the bathroom sink. The half bathroom downstairs had dried up urine stains on the toilet bowl as well as pubic hairs. The living room sofa bed, had stains on the pillow couching. The pullout bed was broken. Also, the dirty linen on the pullout bed was soiled with food, crumbs, and unknown stains. One of the children's bedroom had stains on the twin size comforter. I don't know if it was dried up food or dried up snot. The nightstand and dresser, was stained. In the other children's room, the sheets had stains underneath the comforter. The furniture was stained inside that room as well. The upstairs master bedroom had stained nightstands and dresser. There was hair inside the shower and on the walls of the shower. I notified the front office and was told to contact SAVE MANAGMENT COMPANY at ************. I was told that it wasn't considered an emergency, so no one could come that night to assess the house and we could not change units. The next day, 12/7/22, I notified SAVE. I was told someone would come out to clean the unit. I emailed the company and sent over pictures. I was told that I would receive a discount for the inconvenience. On 12/8/22, I called the company for an update about switching units and the discount. I was told that we could not move due to unavailable units. There was no update on discount. However, a housekeeper was sent over to clean the areas we complained about. We checked out on 12/11/22. I have sent several emails about updates in regards to my discount. Each time I was told "we are waiting to hear from management." I still don't have an update as of 1/12/2023.