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:05/13/2025

  Type:Customer Service 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.

  I have made duplicate bookings for the same period of time As the booking ID ********** was made by mistake having my name as the lead guest. while the correct reservation ID ********** was duplicated with the right details without recognizing the booking conditions. The correct one indicated my daughter's name as the lead guest. I have tried to contact ***** regarding the fee waiver but was denied by the hotel. I also emailed the hotel manager but no response has been received. This is unethical and greedy for the hotel to refuse cancellation fee waiver despite the duplicate bookings. I have requested full refund for the incorrect reservation but was rejected.

• Initial Complaint

  Date:08/31/2024

  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.

  THE REVIEWS ARE FAKE online - this is fraud. These managers are scammers. An absolute dump, black mold infested mess with lying managers. Purchased one night. Left after one hour because of black mold in the room. They refuse to refund me and are still holding my $50 deposit. Looking at other reviews, this is a tactic they use. The photos of this place are not a representation of what it is. Its a dump with a very sketchy clientele. Hood rats smoking weed by the pool. The health department has been notified about the black mold. Its a public safety issue. I am not letting go of this. I want my one night refunded and my deposit back or Im litigating. I dont care what it costs. This place needs to be held accountable.

• Initial Complaint

  Date:08/09/2024

  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.

  They charged me $39.99 as a late check in fee without even telling me about it!!The said the charge only will be $29.99 for hotel fees but they actually charged me both fees!!Even after I called them early in that checking date And I told them I will arriving at 11 pm because my flight will arrive at 1000 pm And they said no problem at all and said that I can come anytime after 4 pm They charge the guest without even mentioning it to him, if the guest noticed and checked his card he will now, otherwise they will get your money and you dont know about it.I am waiting on the manager to call me back, I called them ***** times and nobody was able to solve my issue

• Initial Complaint

  Date:07/08/2024

  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.

  June 11,2024 i have paid using ny debit card the room charge and also a security deposit of 50 usd. **** at Palazzo front desk told me they deposit will be refunded at my check out. As of today, they did not refunded the 50 dolars and the checkout was done on june 12. I have contacted the hotel and they advised via phone the refund takes up to 6 business days i have called several timen and also sent then several emails but they stop answering ne. They sent me an invoice showing the payments i made with my debit card and also de refund of the 50 dolars. The refund was not processee and had no info on the invoice. I neee then to provide proof of refund, an appologies and my money. This is not right.

• Initial Complaint

  Date:06/04/2024

  Type:Product 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.

  I have reached out in person to on-site managers, as well as via email to the general manager and no resolution has been given. My husband and I stayed is Palazzo Lakeside Hotel on the night of June 1 and checked out today, June 2. The reservation is under ***********************************.We paid $120 for one night stay and $30 for a late check out at 2PM. (They changed us $35, despite telling us $30) At 11:05AM, a housekeeper entered the room without knocking or announcing herself. My husband and I let this go since it was a mistake. At 12:30PM, while I was alone in the room and my husband was out, a male entered the room. Again, without knocking or announcing himself. I am a Muslim woman who wears hijab. This is completely unacceptable. A man was able to enter my room without knocking while I was alone and not properly covered. Your hotel does not have latches on the doors, which is a major safety concern for women. My husband called the front desk and spoke to your manager, ******. My husband expressed his discontent with the situation. She had a very rude and careless attitude and said that they forgot to note down the late checkout, but will still charge us for it. This does not include the other problems we had during our stay, including the extremely unsanitary condition of our room. I believe we are entitled to a full refund for our stay.This situation is not only a breach of accepted hotel standards, it is illegal. In the State of Florida, it is against the law for hotel staff to enter an occupied room without verbal or written consent. This also violates reasonable expectation of privacy under the 4th Amendment. I will not hesitate to pursue legal action if this is not resolved.

• Initial Complaint

  Date:03/12/2024

  Type:Product 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.

  The hotel reservation details and email messages are attached. The issue I discussed with the manager was the fact that I paid extra for a lake view room and had a view of a busy street and parking lot. The night we checked in, I called the front desk and said we paid for a lake view room but we didn't get one. She said she knew and they couldn't get it off of their website for some reason. She said there are no lake view rooms the way the building is constructed. She acknowledged it cost a little more per day for that lake view room and said she wasn't allowed to make any price corrections and I would need to speak to a manager. A couple of days later, I called to speak to the manager and was told he was not there but would be there the next morning. I explained my issue and this employee said if I go out to the balcony and look way to the right I can see part of the lake. I said that's not right and found out when the manager would arrive the next day. The next morning I talked to the manager in-person. He was very professional and said he said he couldn't do anything with the room fee b/c it was nonrefundable but could refund the resort fee. ($149.94) He said he would work on it that day. (02/08/2024) I said that was fair. A refund has not yet been issued to my card. All I was requesting was a refund for the price difference of a normal room versus a lake view room.

• Initial Complaint

  Date:03/02/2024

  Type:Product 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.

  I made a booking through a third-party website, Agoda.com, for this hotel for February *****, 2024. I made the reservations on January 18, 2024. The rate was $154.11 for a three-night stay.Checking into the hotel, I was asked to provide a credit card in case of damage to the room upon check-out. I was also asked to sign that I would be liable for certain specific damages to the room, should they occur.After checking out, I was told that a $100 hold would be put onto my credit card in case of any damage to the room.After checking my credit card statement, I realized that there had been an additional charge of $85.08 on February 28, 2024. I called the hotel on February 29, 2024 to inquire as to the nature of the charge and was told that it was the "resort fees." At no point were resort fees mentioned in either my booking of the hotel, nor were they disclosed at check-in. The hotel seemingly used the check-in process, and used the excuse of needing my card for "incidentals," to charge my card for these "resort fees."The hotel was unwilling to refund my card, despite what is clearly a deceptive business practice used to get more bookings for the hotel.

• Initial Complaint

  Date:09/27/2023

  Type:Product 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.

  September 18 2023
  208
  This business was paid for my stay while out of town for vacation. This company took 2 separate $50 payments from my card (unknowingly). I spoke about the issue and I received a partial refund of $50. I have been calling this business for days straight trying to get this issue rectified and they just keep throwing any old reason to not give the funds back. First she stated there was trash in the room, If I am on vacation and I stayed in the room on top of eating out and shopping etc trash will definitely get accumulated over 2 days however the trash was contained in a trash bin located inside the room. I was then hung up on without receiving proof of the so called trash. I then called back to discuss the matter again the woman now stated that the room was damaged. Again, if the room was so called damaged why was I given the partial refund. I'm sure any damages to a hotel room is more then $50. Customer service is piss poor, they play on the phone and pick and choose when to answer. I have asked MULTIPLE times to be emailed proof of the damages that I've allegedly made to the room or to process my refund I was yet again hung up on. So I would like proof of the so called damages or at this point I would like a full refund for the run around as well as the deformation of character I received while dealing with this business.

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service 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.

  Date of Transaction: 4/7/2023
  This was a hotel where we spent a few days. On this particular overnight, I slipped and fell going down the stairs. This was a concrete and metal outdoor staircase and I went down approximately 8 steps. I landed mainly on my back and my elbow, resulting in loss of feeling and movement in my left hand and arm. Injuries were to my neck, the back of my head, my back, elbow, and arm. I was extremely disoriented and in a lot of pain. My fiancee brought me to the hospital for medical treatment (Advent Health, Kissimmee). Someone had spilled something on the stairs, causing them to be extremely slippery. *******, my fiancee, reported the incident to the hotel when we were on our way to the hospital, and suggested they clean up the mess before someone else was hurt. The following morning, after being kept overnight at the hospital for observation due to injury to my head, ******* had to request an incident report multiple times before being provided one. She also requested to speak to management, but management was never forthcoming. The slippery mess was never cleaned, rather was left to eventually dry up on its own after several days.

• Initial Complaint

  Date:08/21/2023

  Type:Product 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.

  My complaint involves mine and my daughter's stay at the Palazzo Lakeside Hotel in Kissimmee, FL in July 2023, which was booked through ******** Despite numerous efforts on our part, we have not been made whole regarding an infestation of German Cockroaches in my daughter's vehicle from luggage used at the hotel. Expedia has closed the matter on their end, refusing to provide contact information for a supervisor. The Palazzo Hotel has not responded to my twice-requested supervisor contact information. I have attached relevant correspondence and can certainly provide more if required.