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:01/31/2025

  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.

  I booked a hotel stay with 1 room at the Gaylord Palms Resort & Convention Center, Kissimmee for Jan 24, 2025 - Jan 26, 2025.Itinerary #************** Confirmation 74629719Price summary Price breakdown Room price: $684.72 2 nights: $299.00 /night ************* $86.72 Subtotal: $638.19 Collected by Expedia Due at property: $103.06 Resort fee: $90.01 Fees: $13.05 Rewards used: -$46.53 Total: $741.25 Itinerary #************** I was charged an additional alomst $500 after I returned home from our stay. There were 4000 people checking in when we tried to check out and the line was hours wait. I could not get a copy of my receipt. I dispute the charges, which I have attached from my bank in a screen shot.

  Business Response

  Date: 02/02/2025

  We have reached out to the guest directly to resolve the billing issues and answer any questions they may have.

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22885555
  
  I am rejecting this response because the business has NOT refunded me. They sent a screenshot proving that I was wrongfully charged for self parking plus valet parking fees when I in fact had only 1 car. I also was unable to use the pool due to it being closed therefore the resort fee should be waived. I have received none of this back from my stay. There are laws that prevent businesses from lying to consumers and also from unfair and deceptive practices such as they have done. 
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 02/13/2025

  We have reached out to the guest again via email and honored their request.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22885555
  
  I am rejecting this response because: The company has lied and did not refund me anything. The proof is it is not in my bank account and they provided no screen shot showing that they deposited the funds. Please demand they provide proof of a credit to my bank account. It is not in my account, see attached proof. 
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 02/19/2025

  We have reached out to the guest multiple times and have not heard back from them via an email that was sent a week ago. Another email has been sent as we have honored the guest's previous requests.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22885555
  
  I am rejecting this response because: I have responded to their response. They have not refunded my funds into my account. I have attached proof that I have responded to them and also that I have sent my bank statements showing that I have received no funds from them.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 02/26/2025

  We have made multiple attempts to contact the guest and provided the resolution that this guest was seeking. One final attempt to contact the guest was made this afternoon and this complaint should be marked as resolved.

  Customer Answer

  Date: 02/26/2025

  This complaint has since been resolved with the business refunding me what was owed. Thank you for assisting me in reaching them to make a fair resolution.

  Customer Answer

  Date: 03/03/2025

   
  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.  
  
  This complaint has since been resolved with the business refunding me what was owed. Thank you for assisting me in reaching them to make a fair resolution.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:12/29/2024

  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.

  Sunday, December 22nd 2024, I brought my children and grandchildren to this hotel for the evening as an early Christmas gift.The lines to check in were excessively long. It turns out that their computer program went down. We waited in line with a 9, 7, and 4 year old for nearly an hour. The staff walked around handing out candy canes to appease us. Finally, we checked in. I had called twice in the last month to request adjoining rooms. (please check the records) My daughter was in a cast and immobile. Therefore, we needed to be able to have an adjoining room to supervise the grandchildren.We were assigned rooms 3061 and 3063. When we got to our room, the door was broken and we could not utilize the shared door. We used the room phone to call the front desk. After 40 MINUTES, the concierge answered and said they were sending someone up to help. Another 90 minutes passed and the maintenance man came and was unable to fix the door. I called down to the front again and received no answer after waiting another 20 minutes on hold. I e-mailed ***** ***** at the front desk to see if she would switch our room to one that was adjoined. NO ANSWER. I walked down to the front desk to see if moving rooms would be possible. The line was so deep that I left. We wasted 3+ hours of our afternoon trying to successfully check-in. Very disappointing for my grandkids and not what I expect from a hotel of this caliber. We had a 6:15 reservation at ************** for 7 people. The meal cost almost $300 for all of us to have dinner. While the service was good, the menu was limited. Mostly, the food was very ***** and not anything like it is detailed on your website. We are an Italian family and your restaurant isn't even close to Mediterranean fare. Another very disappointing AND excessively expensive.We are not wealthy people and my overnight stay was supposed to be a great Christmas gift for our family. It certainly was not.

  Business Response

  Date: 01/02/2025

  Our ************ Manager has already reached out to the guest and made it right for them. We worked directly on a resolution and this should now be closed.

  Customer Answer

  Date: 01/02/2025

  The manager for Gaylord Palms contacted me by telephone. He was extremely apologetic and GENEROUSLY agreed to credit some of my bill.

  I was so surprised to hear from the manager, especially during such a very busy time of year.

  Additionally, the manager asked me to call him directly the next time we are planning a trip to his resort.

  I will absolutely do this and I am so happy with the way Gaylord Palms has responded to my concern.

   

  Customer Answer

  Date: 01/14/2025

  Does ******* *. read the message history?

  I DID respond with a satisfactory outcome from Gaylord Palms. 

   

  ******* *. needs to make a note of her mistake.

   

   

  Customer Answer

  Date: 01/29/2025

  The manager for Gaylord Palms contacted me by telephone. He was extremely apologetic and GENEROUSLY agreed to credit some of my bill.

  I was so surprised to hear from the manager, especially during such a very busy time of year.

  Additionally, the manager asked me to call him directly the next time we are planning a trip to his resort.

  I will absolutely do this and I am so happy with the way Gaylord Palms has responded to my concern.

• Initial Complaint

  Date:12/14/2024

  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 arrived to ICE at Gaylord Palms on 12/14/2024 at 545pm. Upon arrive we bought tickets for ***** for the snow *****. Before purchasing the tickets we had my 5 year old son measured where he was tall enough to go on it. Followed by other kids behind him as well who were also tall enough to go on it being his same height. While the other kids were with parents that wasnt the obligation of the height. It was 42 or you couldnt ride it. They didnt stop those girls, but they stop my kids who the one child was forced onto the ride, came off crying and the other one ended up coming back to me. I REFUSED to take the band off, until I was given a refund where I was then followed by the manager throughout the area with scissors trying to cut it off his arm. I again refused as I wanted to get the refund in confirmation prior to being refunded. We then were followed into the line by a Hispanic lady who came up to me and told me that I wasnt going to be refunded, until I gave the band back which at that point my family just had me do it. I then gave her back BOTH bands, for which I wanted a refund for an event that my children didnt even get to use. My family of 7 then got our jackets on, and were greater AGAIN before entering. We were forced to stop and tell security what happened and what they should have already know. Especially since the guy chasing us down with scissors was updating our every move. She wrote down our order number and said that I would be getting a refund. After we walked through ice I went to the customer service desk, where I was told my the manager MAX I WASNT getting a refund. I had to pretty much get hysterical with him, and tell them the lady literally told me I was going too. Going into the actual ice event itself, was now miserable. Everyone there was so rude and unwelcoming to the situation that was THEIR fault! I measured him before buying the tickets. I want a FULL refund for EVERYTHING! And I will NEVER be back!

  Business Response

  Date: 12/16/2024

  We reached out to the guest regarding their complaint for further details to help resolve this for them.

• Initial Complaint

  Date:10/23/2024

  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.

  I stayed at the Gaylord Palms for two nights, from 10/20 - 10/22, at a conference rate of $279/night. I checked in on 10/20 around 3-4pm. Everything was fine that day. In the room was a note that plumbers would come at 9am and we would be without water in the room until 2pm on 10/21, which was rather offputting. At 9am sharp, plumbers came and went in and out of the room for about an hour, fixing things and telling me the water would be out until 2pm. I left. When I came back later that day, the water worked. On 10/22, I got up to take a shower around 5am. The hottest the water got was lukewarm. I am very sensitive to cold water in the shower, so I just washed where absolutely necessary. I honestly think I would have had a better experience at a ******* in terms of just basic functionality.Given the inability of the hotel to provide a functional room for a full day, I am requesting a refund for one night for the room rate of $279 plus taxes. I dont think I should have to pay for a room that doesnt even have running water.

  Business Response

  Date: 10/25/2024

  We have responded to the guest directly and will work with them on a resolution.

  Customer Answer

  Date: 10/26/2024

   
  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:10/20/2024

  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 booked a stay at Gaylord Palms Resort specifically for the advertised ************** Walk, described as a captivating attraction featuring intricately carved pumpkins. Upon arrival, I found the event underwhelming and misleading, as the pumpkins were not real, and the experience was vastly different from the website description. This led to significant disappointment for my family, especially since we were celebrating my sons 10th birthday. Despite reaching out for a refund of the points and fees used, the resort has refused to accommodate my request. I believe this constitutes false advertising and seek a resolution.

  Business Response

  Date: 10/21/2024

  We worked with the guest directly to respond to their concerns and provide a resolution.

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 stayed at the Gaylord Palms in ********* June *****. After numerous requests, I have not received my Bonvoy points for my reservations. ********** ** 4334 June 19- June ************ **********, ******* guest - June 20 - June ************* **********, White guest Rm 4336 - June 19 - June ************* **********, **** guest - June 20 - June ************* I would like points deposited into my account for these four reservations, and additional points added for the inconvenience Marriott has caused me by hunting down points and receipts that are not listed on my account.

  Business Response

  Date: 10/15/2024

  We have reached out to the guest regarding their missing stay inquiry.

  Customer Answer

  Date: 10/25/2024

  I have not received a resolution from the Gaylord Palms. Please pursue. 

• Initial Complaint

  Date:08/24/2024

  Type:Billing 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.

  They stole money from us and charged our credit card without our consent and refuse to fix it when it is their fault.

  Business Response

  Date: 08/25/2024

  We reached out to the Customer and are awaiting to hear back from them regarding this complaint.

• Initial Complaint

  Date:07/13/2024

  Type:Sales and Advertising 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 made a reservation to stay at Gaylord Palms May 18 through the 19th. I had made a reservation for two rooms and due to a family member contracting Covid. We had to only use one of the rooms and change the date of the reservation for the second room to July 10.. On July 6, I change the date of the standing reservation for July 10 to August 31. I chose a room of the same price and the app that Gaylord Palms uses made the reservation changes and never disclosed to me that I would be charged immediately $345.79, for a reservation that I would not be using until August 31. Every reservation I have ever made with them. You do not pay until the date you arrive as theres always the potential that your date *** change. The hotel is now telling me that I made a reservation that could not be modified and would require full payment at the time of booking. My reservation originally created for my stay May 18 should have been a standing considerations for the type of reservation that I made as the application never notified me that the type of reservation I was making was different than what was already pre-existing exist.. I am asking for a refund of $345.79. And cancellation of my reservation for August 31. The reason for my request for the cancellation is due to the extreme lack of cooperation of the staff at Gaylord Palms and the unwillingness to understand that their application that is used through the Marriott Bonvoy app potentially has user issues that need to be corrected so that consumers are more readily made knowledgeable of what transactions are taking place when it Is in regards to their credit card being billed in advance. I was never advised that my card would be charged immediately and feel that Gaylord Palms has accountability to ensure that the Bonvoy Marriott app is functioning in a capacity that is allows their users to be made aware of any funds being deducted from their accounts prior to the transaction.

  Business Response

  Date: 07/14/2024

  The guest was contacted through our ************************ as a case was created. We worked with them directly to resolve their issue.

• Initial Complaint

  Date:04/17/2024

  Type:Order 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.

  Property stay April16 -28 Purpose is paid business convention in premises . Booked and paid over a month in advance. My room was confirmed via e-mail. There was no notification of accommodation alterations ever sent to me. Upon arrival I was notified that my room was given away to other clients who have paid a higher rate as they are priority. I was re located to another hotel taking away means to attend paid for conference, a trip purpose. Conference provides food therefore I was left with no dining. No transportation provided to bring me in and out of conference daily. I stood by the front desk watching other customers checking in with no issues. This is discriminatory against me. My phone number seems to be blocked as calls to front desk seeking resolution are not going through. As promised manager has never called me back. I am in a different hotel room, with no food, no capacity to attend conference, no solution to this. I am kicked out of hotel I paid for because supposedly someone is a better paying client.

  Business Response

  Date: 04/23/2024

  We have personally spoken with the guest, addressed their concerns, and offered them a resolution which they accepted.

• Initial Complaint

  Date:01/16/2024

  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.

  Part of the transaction and reservation was made online on 12/22/23 as I paid the extra $208.53 upon arrival. The AAdvantagehotels.com took ****** aadvantage miles as well for 2 nights only.Anyhow, as me, my daughter and granddaughters arrived to Gaylord on the 24th, the room was not ready and I was told to wait until receiving a text indicating when room was ready. I did alert them that I have a back disability and I really needed to lay down asap. We received a text about 1 hour later and went to our room. Unfortunately, that's when the real problems began. The room was filthy with crumbs on tv drawer along with computer desk and floor. The beds were the only items made up. I immediately called front desk and ******, Housekeeping Manager, came to assist. She basically was negotiating ****** AA miles and no resort fees which were in addition to what I had already paid. She said to wait around 10 to 14 days to get my miles back as the department in which these miles need to be handled is not as available due to holidays. I said fine. The next day on 12/25/23, I checked my credit card that I registered with hotel in case of incidentals even though I knew we would not be charging any items from hotel to this card. I noticed a $497.99 pending charge and went immediately to the front desk to inquire and the front desk gal could not assist. She then got a manager to look at account and, after a while, the manager said that it seems the computer generated that hold automatically. He said it typically generates a hold based on purchases being made. At this time, I realized the manager was guessing as I had only purchased a $5 **************** and nothing else. There were no other charges made to hotel. I spent a couple hours dealing with this issue which certainly took away from the vacation's pleasant experience I had hoped for. In addition, right after this ridiculous hold that prevented me from purchasing items for my granddaughters, I encountered that our water bottles were not sent to our room. There were suppose to be 2 bottles per guest which would total 8 bottles per day. This was already early evening?! I called front desk 3x and it took another 3 hours to wait for water. I was too upset by these events that I didn't even go to dinner with my daughter and granddaughters. You have to experience this in order to understand how and why I felt the way I did.Next day checked out and we drove diirectly back to daughter's home instead of shopping. Quite a dismal experience for the expense of what would be converted to approximately $2k for 2 nights at Gaylord. **************************** $162. At ****** is approximately $2k not to mention the additional $208.53.My emails to AAdvantagehotels was for full reimbursement of entire stay as I felt and feel this stay was CERTAINLY NOT WORTH $2k+. AAdvantagehotels went back/forth with me in emails stating that Gaylord hotel was not wishing to refund. I mentioned the promise that ******, Housekeeping manager, made to me and they said it has not come through to them.I called front desk for ******, clerk conveyed email message. Nothing was happening after 14days. I contacted front desk again 1/8/24 and spoke with *****************************. He said he would increase the ****** to ****** Marriott Bonvoy points as I should not be going through this frustration. I said to him that ****** were AA miles and not points as that is how my reservation was made with miles. Miles are worth more than Marriott points. It's a 3 to 1 conversion (points to miles)At this time, I've spoken with ***************************** 2x this past week regarding reaching out to AAdvantagehotels and he said that 2 emails sent and no one has responded to him and/nor coming to an agreement. ****************** was going to reach out to them again this past week around Wednesday, 1/10/24. It's 01/16/24 and ******* from AAdvantage said she'd reach out to ******* to get confirmation of ****** miles or full credit

  Business Response

  Date: 01/17/2024

  We reached out to the guest directly to address their concerns and find a resolution.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21154062
  
  I am rejecting this response because: I am waiting on them again for resolution.  I have not been compensated in any way.  I was told ***** was going to call but no word.  This was the problem Ive been having..getting runaround !
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/25/2024

  Our hotel management team has been in direct contact with both the guest and the vendor in which they booked to come to a resolution.

  Customer Answer

  Date: 01/30/2024

   
  Better Business Bureau:
  
  I have reviewed the r

  pdf sent from Gaylord which simply shows my entire transaction miles and money charged.

  In my frustration,  I told them to give me ****** points which translates to 20k AADVANTAGE MILES.  However,  I wanted entire booking reimbursed for the insane frustration in handling the issues at Gaylord.  I will not be staying with them ever.

  
  Sincerely,
  
  ***********************