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:06/28/2025

  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 prepaid for my hotel for Memorial weekend Check in to be May ******* and check out to be May *******. When myself and my family arrived there was a long line at 11 PM at night none the less to the be told to ********************************************** the hotel lobby at night that they did not have any rooms for any of us even thought I myself prepaid ahead of time and only needed to pay the Resort fees at the hotel which they did indeed take no problem but yet could not give us or any of the other reservations rooms. Then we are given some random paper with a hotel on it and ***** said to just call that number as they are "Sister ********** with us. That was a lie because the hotel had no recollection of who they were and on top of all that per the State of Florida if there is an overbooking and client pays there room ahead of time Hotel must offer Similar or Same accommodations and they legally are the ones that should have been scheduling all of this before we all arrived there. I called that hotel only to find out that they can't accommodate my family of 5 (Me, Husband, Elderly Grandma, and 2 babies). I spoke with ***** again and received in writing that the hotel will reimburse me back my money as long as I turn in my receipts which I did and since the hotel they recommended could not fit all of us in a room. It was 1 bed with a couch. My initial reservation I made was for 2 queen beds and a baby crib so that is not the same where he was trying to send us. I called Multiple Hotels all around the area and all were fully booked. By 12:30AM we came across the Ritz that had 1 room left and due to it being a holiday and last minute there rates were doubled like any other hotel. I had also let ******* know about all of this going on as well. Overall between the overbooking on the first night, then blood on the pillow and sheets the 1 night we slept, and now a month later and they say No to my refund. This is Illegal and I also live in FL myself.

• Initial Complaint

  Date:06/19/2025

  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.

  From May 29, 2025 through May 31, 2025 my husband and 2 children stayed at ************ waterpark resort in *******, **. Immediately entering the room that we stayed in we noticed several dangerous issues. The room that ordered included a bunk bed for my autistic 19 year old and 6 year old son's to sleep on. As my youngest walked up the ladder of the bunk bed we noticed it was extremely unstable. Upon inspection we found that there were several missing screws in the ladder that attaches the bottom bed to the top. We also noticed screws around the perimeter of the bed to be completely missing. Additionally, the room was extremely out dated with bedding that looked unchanged, electrical sockets that were all loose with burn marks on the plates. Additionally on the light fixture above the dinette, the glass was broken and loose. We notified the front desk via emails, phone calls (that went unanswered) and various social media posts. We were told by management when we physically walked up to the front desk that they'd have someone come and fix the issues. Someone came hours later, put 2 screws in, told us that they would return, but never did. Upon checking out I was asked how our stay was, I told them of all of the security issues and was advised that I would get a call from management. This was 3 weeks ago and to date no one has ever called me and I still haven't received my deposit back.

• Initial Complaint

  Date:02/13/2025

  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.

  First it started with paying for early check in, the room wasn't ready for 2 more hours. Then on day 4 of staying here my kid was in the shower and the other one just went to the bathroom and the water was turned off. I recieved no notification ), was told first it was a water main break then it was scheduled maintance. It's a health hazard without running water in a hotel room. We missed our dinner reservation and missed out on my deposit. We ended up leaving a day early due to this.

• Initial Complaint

  Date:02/09/2025

  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 stayed at the ******** water park resort, I booked through Expedia with the exception of viewing the property's amenities an cleanliness through pictures provided by *******. When I checked in the place was not as described an was utterly disgusting smelled musty an murky to point you would vomit. I brought my complaint to staff in check in reception area an was told that management would comp my bill what I was charged due to the conditions of the room I was placed in an not having anything else to put me an my family in. I had booked an scheduled a vacation at ***************** an booked a stay at that resort . I had no where else to stay an was promised a refund due to the unsanitary conditions at the resort. However future management refused to comp my bill after I was already promised a full return of charges incurred with staying at the resort because of misrepresentation of online photos.

• Initial Complaint

  Date:01/19/2025

  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 rented at your hotel for 2 nights. Jan 18th & Jan 19th. I arrived at 3:45 only to stand in a long line. I wasn't able to check in at 4-pm. I always make it a point to get there early so that my daughter can enjoy the water park. I ended up checking-in a couple of minutes to 7 that even sounds crazy. On the receipt it said I was paying for the room including taxes, and that I would only be paying $85.34. for resort fees. When I got there it was a different charge. The manager that was there said it was $120 for resort fees, taxes & parking per day. Basically if I didn't have the $120 l would lose my money (no refunds). We get to my room & the TV is not working. I called the front *********** said the technician would come right away. He came so fast (sarcastically) that I ended up falling asleep about 11pm & still no one came to fix the TV. The next day it was raining so that day was also ruined. We checked out (sadly) and drove my 4 wasted hours back home. The manager said I will be refunded for today's ********************************* fees if I checked out by 11am (which I did). I am asking respectfully to get a refund for yesterday's wasted day as well as resort fees and taxes. We were not able to enjoy anything from your resort. It's very easy to just rent in any hotel and pay to enter your water park, yet I religiously stay in your hotel whenever I come to ******* or *****. Your hotel seems to thrive on hidden fees. The same thing happened when I went for the 31st of December. I showed the girl my ************* honored what was printed. That trip we went to ***************. I stayed in ******** (*******) because I really love it. I always stay here, even after the time I came back to my room flooded in ********* smoke having a toddler with me. NEVER did you EVER offer any compensation nor asked to change my room. Yet I didn't complain nor ask for any compensation. I understand you were having difficulty, so you should understand the customer also had a horrible experience.

  Customer Answer

  Date: 01/22/2025

  I would like to close this case. Thank u BBB I can always depend on u.

• Initial Complaint

  Date:12/06/2024

  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 booked a stay at ******** on 12/3/2024 I experienced a ***** in my room I informed the front desk and I was moved to another room my girlfriend also had the same problem the front staff moved me into my friends room without my knowledge that her infested room is the room that the hotel gave to me the second time. I informed the front desk that I requested a refund and I was informed that I couldnt get a refund. Because I booked through my cheer team. The service that I received is unacceptable and I am very disappointed. I dont have roaches in my house and I dont think that I should have to take bugs back home with me.

• Initial Complaint

  Date:11/18/2024

  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.

  Incident Number: 243150873 11/20 4:20pm Highway patrol reference number: FHP24ON0568826 I came in at the hotel parking lot after checking in on 11/09/2024 at 6:00pm. When coming it to the parking lot there was a truck right in front of the opening gate obstructing me from entering. I have a big car, so I had to be careful to avoid hitting my car. I realized that someone was exiting as I was coming in so I waited for them to pass, that way I would have both gates open and allowing me to get in the parking lot without any inconvenience. As a drove under the poles the exiting bar quickly came down and hit my car on the left side as I was passing by, leading to a dent and scratch. I reported the incident as soon as it occurred to the hotel and the front desk girl called valet parking and security. The guys then took photos of what had happened and informed me that they would contact me the next day to resolve the damage to my car. This never happened, I never received a call from the hotel manager or any for that matter about my incident. I took matter into my own hands and decided to call the police department so they can bring up a report number and incident number. (Both documents are provided) All I want is a solution to the situation, the hotel or valet parking to do something about the incident. At the end of the day, I am the one with the damaged car and still no solution. I don't want to use my car insurance on this incident.Yesterday I received an email from the vallet manager regarding the estimated that I provide from Caliber and he just providing me a $250 as a favor when the estimated to repair the bump and the crash is $1446.48, the hotel has not responded yet.All prove are provide below.

• Initial Complaint

  Date:09/23/2024

  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 checked in on 8/30/24 and had booked until 9/4/24. I checked out on 9/1/24 due to a ***** infestation. Roaches were crawling in an out of the air conditioning unit and in food that I purchased. When I went to front desk I was informed that check out would require approval from management. I showed the front desk clerk a video of the roaches. I also called upon check in and informed them that the room smelled like smoke, mold, and mildew. They stated that the only way I could check out is if I returned the room keys, parking pass, and wristbands for the waterpark. I asked if it was policy for them to request items that are normally thrown away upon check out if someone checks out early. At first I was told yes by manager then I requested for a copy of said policy she quickly stated it wasn't actually policy. This was extremely embarrassing as other customers were standing there. It was as if I was being punished for checking out due to their ***** infestation. I had booked the "5 star resort" which is actually a renovated 1 star motel with 5 star amenities. This ruined my families holiday weekend and I am requesting full reimbursement for this stay. I should not have had to file a complaint to be reimbursed. I was told adjustment of fees for days not stayed is the only type of refund I would receive by manager on staff. Please refund $633.23.

• Initial Complaint

  Date:07/05/2024

  Type:Product 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.

  1st of all as far as the hotel and water park it is ok, Check in was delayed and we missed out reservations at ********. Check in was supposed to be at 4pm, however they said the room was clean and had to be inspected, however we went to the room and they were still cleaning it, Lie number 1. We ordered a room with the pool view and the pool is supposed to close at *****, however at 10:30 kids still screaming, no one to end the kids away, Lie number 2. Went to the bar 07/01 to use the free drinks I got with the package and no one around to serve me, I guess that is so no one uses the free drink passes, I went down there on 07/02 and had to wait 15 minutes for the girl who was at the register to acknowledge I was there and I finally ordered 1 drink and then she disappeared for 15 minutes and had to wait for her to get back to get the other drink. Went to eat breakfast and they bring out new food and dump it on top of the old food, they do not rotate the food, that is a health, Hazard. For What I spent on the stay, it should have been much better, but I guess you already have my money so it does not matter, I will await your response to see if you are going to offer me some kind of discount or I will post on social media. Check in was Sunday 06/30. Room 1211

• Initial Complaint

  Date:05/13/2024

  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.

  Priceline Conf # ********** Priceline Trip # ***-197-885-17 12 May 2024,at about 5:00pm I checked into this hotel upon arriving my room smelled stale/wet and was hot, the floor was wet, and the bed pillows were wet. I set the ** and called guest services for new linen. We went to the pool and returned to my room at 8:00pm and the room was still hot, the pillows were still wet (meaning housekeeping did not come to my room), I called guest services again and asked for fresh linen and to have the ** checked, they sent maitenance to the room to check the **, he said the ** was set to ventiliation and it would take about 30 minutes to cool, after about 15 minutes of waiting for maitnence and no sign of the room cooling, I checked out the room, turned in my keys and parking pass, I asked for a receipt but the employee acted as if she did not know how to print a receipt, I asked her to email me a receipt and it never came. I called at 11:29 and spoke with ****** who emailed me a copy of my receipt.Because I used a Priceline to book this reservation , I contacted them about my experience and asked for a refund. I was told I would have to contact the hotel as well as they will attempt to contact the hotel again. I called back to speak with a manager but received no answer.