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:02/18/2024

  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.

  I made a two night hotel reservation at the Royal Palm. I checked in late - after midnight - and then went to bed. The room seemed not cleaned properly and I was surprised given how expensive the hotel was, but it was late and I needed to sleep. When I woke up, I was having a bad allergic reaction to something in the room. I had a rash and couldn't breathe. I flagged down a staff member and told them I was leaving and was assured I'd get a refund and the folio would email to me. I waited at the beach for a friend to arrive with whom I could stay since I couldn't stay at the hotel. Several hours later, I still didn't have a folio. I called the hotel but kept getting different menus and not a live person. I selected the operated but the phone rang and rang and then hung up without anyone answering. A few hours later, I looked in the app and it showed me still checked in. I chatted in the app to request the folio. A day later, the folio showed up. It not only didn't show a refund for the first night, but it showed the second night, after I checked out, was charged. It also showed charges I don't recognize over and above the room.

• Initial Complaint

  Date:02/13/2023

  Type:Sales and Advertising 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.

  Check in/out date: 01/24/2024-01/27/2023 Amount paid: $939.55 Business was committed to provide a safe, clean and a secured hotel.Nature of my dispute is that the hotel failed to do any of their commitments as promised. Unfortunately we encountered multiple issues during our stay and it was not to our expectations. Unfortunately we encountered multiple issues during our stay and it was not to our expectations. We had safety concerns due to the front door did not close properly. The bathroom door also did not slide properly and would often get stuck. This was another concern because of our kids would attempt to close or open Im afraid their fingers would get caught between the door and the wall. The phone in our room also had an issue. The handheld part did not work and often had to use our cell phone to call down to the front desk. All of the issues could have been avoided if a room inspection was done prior to the guest(s) arriving. I spoke with a manager, **** and explained she agrees with me & is actually mandatory for housekeeping to be on top of any issues in all their rooms. Im our case clearly our room was missed somehow however the door issues could not have happened overnight and immediately would have noticed these issues when they clean the rooms.They clearly failed to keep us safe and comfortable during our stay. For the price we paid it certainly was not worth our stay. We had safety concerns due to the front door did not close properly. The bathroom door also did not slide properly and would often get stuck. This was another concern because of our kids would attempt to close or open Im afraid their fingers would get caught between the door and the wall. The phone in our room also had an issue. The handheld part did not work and often had to use our cell phone to call down to the front desk. All these could have all be avoided if a room inspection was done prior to the guest arriving. I spoke with a manager named **** and explained she agrees with me and is actually mandatory for housekeeping to be on top of any issues in all their rooms. Im our case clearly our room was missed somehow however the door issues could not have happened overnight and immediately would hav e noticed these issues when they clean the rooms.Even during the time when they had their technician, ***, fix the bathroom door he got hurt in the process which was my biggest fear because what if that happened to my children. This hotel completely failed us. We stayed at a few other hotels after this incident and we had no issues with those hotels. Only at Royal Palms South Beach ***** and its clear they are not consistent with their inspections.No one was apologetic. Even during our check out ****** who is another manager was extremely rude. This was the worse hotel we have ever stayed at.