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:03/24/2024

  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.

  We got here and they couldn't find our reservation. You blamed booking.com but they sent us messages about our reservation. Because of that, we are in a run down room. We did not get the room we selected and paid for. We found out it has an open maintenance ticket and a hotel worker banging on our door last night at 11 insisting he comes inside. I called the front desk and they knew about the broken toilet and they put us in this room anyway. There is mold in the showers. We should have a balcony, not a wall outside the window. The hotel says all rooms are the same, but that is a lie. They are ignoring my messages and pictures of the issues in our room. They advertised a room and gave us something else. Its a bait-and-switch. It's not okay. I want a complete refund.

• Initial Complaint

  Date:06/19/2023

  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.

  I recently stayed there Friday to sunday June 9-11 I arrived at about 2:55am we checked in and was tired from traveling the next morning we woke up to bugs in the bed we called up front and they stated it was booked up and I needed to speak to a manager which none was on duty so I was given email and still haven’t got an response so now I’m responding showers was a mess and tub had hair in it I would like a refund.

• Initial Complaint

  Date:06/05/2023

  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.

  My family and I visited Floridays hotel this past weekend, Wednesday 5/24 we checked in to Floridays, rooms *** ****** ******** *** ******* ****** *** ******* ***** *** *** ******* ******  We came to Orlando with our children to visit an attraction however as we were about to depart the hotel on 5/27, a hotel worker ran into two of our vehicles as they were still parked, one with two children inside, the devastation for our family was unreal and scary as we tried to calm our children. We waited around for hours, the entire family together to make the necessary reports and to try to get ahold of a manager on site. Some hours later a management arrived due to our request to see one. There was a meeting that took place about what happened and how hotel would address what had happened. Rob O******* with the Hotel agreed to credit two days back to the rooms for all four of our rooms due to the accident which affected the entire family. The hotel credited two rooms only although they promised to credit all four rooms. When the other two rooms went to check out they Rob and Michael with the Hotel recanted their promise to credit all four rooms due to the family missing the attraction we had travelled to Orlando for but missed due to the accident caused by one of their hotel workers. While in the lobby I tried to phone Rod O******* I also texted him so that he could inform Michael D******* a second time that all four rooms should have been credited but he didn't answer and rooms 105 and 108 were not refunded as stated. I am reaching out to you in hopes that you can rectify this for my family and I. I look forward to hearing from someone. Besides the accident in which we didn't complain much but toilets in the rooms ran all night hard to sleep, we went almost two days with leak from one of the kitchen sink in one of the units but we tried to make the best of it.

• Initial Complaint

  Date:06/05/2023

  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.

  I stayed at this hotel May 26, 2023. At first it looked like a nice place. But once we got settled we quickly realized a lot of issues. The hot tub did not drain, the jets were broken, the coffee pot is filthy and had mold inside of it (I took pictures of it) but the worst part is at 2AM their smoke detectors started to beep due to out of code and out of date batteries. I called the desk asking for someone to please come help and she said no one could assist me. I paid to sleep there not listen to a smoke detector beeping all night. At 4 am I called the desk and said I have no choice but to pull this off the ceiling because it’s loud and I can’t sleep. She said “Do what you gotta do” I told her the ceilings are way to high and I can’t reach them, I need a ladder and she said “Oh well, I can’t get maintenance there until the morning.” All I wanted to do was sleep! I had to drag the dining room table across the floor at 4am and climb up on it to take this thing off the ceiling and put it outside because the beeping still would not stop. Terrified because it was a glass top table praying it wouldn’t break with me on it. I asked them to refund my stay since it was a horrible night and a horrible experience and no one was there to help me between 2-4AM when this thing decided to start beeping. They don’t keep their smoke detectors up to code obviously and it ruined my stay. I pay to sleep at hotels! Not dismantle smoke detectors in the middle of the night climbing up on dining room tables. Not to mention at 8 AM without warning the maintenance man walks in our room while my teenage daughters were getting dressed. He didn’t even KNOCK! My husband sent him away and said come back when we leave for crying out loud!! They absolutely refuse to refund the stay which is unbelievable. This is bad business practice, this is a bad business and I will not pay for what I had to go through that night. I would like a full refund on my one night stay.

• Initial Complaint

  Date:04/27/2023

  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 paid for the room totaling in $1,444.00, when we got there I paid a security deposit of $300 and was told it was paid for. We kept the room clean and didn’t damage anything so when we left I was expecting to get that money back and we still haven’t. Two months later still nothing. We stayed February 27-march 5th of 2023. All I want is my money back. They said they released it back to my card on march 8th but I never received it.

  Business Response

  Date: 05/24/2023

  The $300 security deposit was released at checkout March 5th and the transaction was approved.

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 had a reservation at this Floriday's Resort in Orlando from dec 19-25 2022. Paid 1400 dollars for 6 nights stay. we arrived at the resort at 2 a.m. the room had old ripped chairs and they were sticky. the mattress box was ripped we could see the fabric dangling from the box. there was mold around the shower stall and the sink in the main bathroom was hard to operate. the tv in the living room would freeze for seconds at a time. the ceramic on the floor had was broken and had a missing piece. 2 days one of the elevators was not working, the doors won't shut or the elevator won't go up or down. the lights in the hallway leading to our room some days wouldn't work. we would come at have to walk to our room in the dark. the most important the heat would not work. the room at night was cold and some family members got sick one with sore throat and had to take antibiotics, one had the cold and the other was coughing. i have contactted the hotel and the guest service agreed to give me 25% credit back compared to the full refund i did ask for. He said that i did not check out early. i argued with him that we could not check out early because we were on a long awaited family vacation and we would not waste our time trying to find another room specially during this holiday period were it is really expensive, if you do find a room during this period. we had so many plans that we could not sacrifice our vacation time searching for another hotel and leave this one. So i do assume when he told me that we did not check out early that he is telling me to leave if you don't like it.

  Business Response

  Date: 01/18/2023

  We are aware of the guest complaint which was noted during Mr. ****** stay. Based on our investigation we refunded $300 on his guest folio. We offered a room move as well. Please note that we had no other complaints regarding the other issues including elevator service. We believe the compensation applied was adequate but are willing to offer an additional night of compensation which would be $152.23 which would bring total compensation to $452.23. Thank you.

  Customer Answer

  Date: 01/19/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  since we arrived at 2:30 a.m from the airport, we slept right away. the next day we already had plans and did not ask for a room move. So the hotel did not offer a room move at all. and concerning the elevators and the light issues in the hallway, if no one had complained but me that does not mean that the issue did not exist. and my total was 1400 dollars, so the rate for the room per night is 233 dollars. So the hotel did not offer and additional one night rate, it offered less then that and they are trying to put me in a liar position stating that they offered a room move and that the elevator and other issues did not exist. Following this i would like to have my money back.
  
  
  
  Sincerely,
  
  
  ***** ******

• Initial Complaint

  Date:10/06/2022

  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.

  September 28, 29th, 30th. They have offered $80 in compensation which is absolutely rediculous.
  When we finally arrived at the "suite" , it was utterly shocking.
  1. Room service - CLOSED (I was told by reception in a very rude way that there was no room service and to go down to the café and see what they had available) Also your website mentions to use 115 to call Room service. That is a non-existent extension. 2. NO EMERGENCY DETAILS OR ESCAPE ROUTE POSTED ON DOOR! 3. Restaurant - CLOSED 4. NO sheets or blankets for the pull-out sofa. 5. Dustpan, but NO brush?6. 2 spoons 7. 3 forks 8. 3 Blunt knives 9. Toilet roll holder in the master suite, BROKEN.
  10. No staff to get a hold of, anywhere.11. Wall BROKEN in 2nd bathroom12. NO cooking utensils13. NO shampoo in either bathroom14. Smart TV is NOT a Smart TV15. 3mb Wi-Fi can't even stream16. spiders in bathrooms Now it's Day 2, and it only gets better. We lose power in the "suite". No one could be contacted to resolve the issue. We contacted FPL and they were reporting that there were no outages in our area. I asked some of the neighbors and some had power, but others were experiencing the same as us. The fridge and freezer with all our food, NO POWER. The bathrooms and two bedrooms, NO POWER! None of our bathrooms even had windows so that we could let the light in. I went down in the elevator around 8 am to try and find coffee (there was a coffee maker but no coffee in the room) and once inside the elevator as we were going down 5 floors water started pouring onto our heads! Needless to say, the elevators stopped working that day, and NO ONE EVEN PUT A SIGN UP to say they were out of order. Hallelujah it's Day 3 - leaving day! Having to go up and down the stairwell was such a treat, between the dog pee and cigarette smoke I couldn't wait to get out of there. while some things are outside of your control, it doesn't mean that we end up paying for your business interuptions.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 8, 2022/10/22) */
  Please see below response which was emailed to Mr. *****. We believe strongly that this is a blackmail threat and is a form of extortion. All the unit doors do have emergency evacuation signs, room service was indeed halted due to Hurricane Ian. No signs of water intrusion in the elevators as confirmed by Otis Elevator, our contracted provider. All amenities were inside the room. Also, it is important to note that FPL is not our energy provider, **** energy is. Housekeeper inspection report suggests that all amenities Mrs. ********* speaks to were indeed inside the unit.
  
  
  Mr. *****,
  
  Good afternoon. In regard to case number #*********, I have attached the various complaints that we received from Mrs. *********, which *********** noted as a blackmail threat. Mrs. ********* did indeed stay at the property, and when she approached the desk about some issues, we addressed them immediately and informed her that if she wanted to depart the hotel, we would not charge her. She decided to stay throughout Hurricane Ian and unfortunately, the resort lost power on the last day of her stay. We were willing to compensate her for that day, but she insisted upon not paying anything or she, in her own words, said that she would broadcast through social media channels and any means possible about her false claims of service-related opportunities. In an effort to show compassion for those evacuees from Tampa, we did allow pets to come and stay at the property.
  
  Shall you have any questions, please reach out to me at any of the below contact information.
  
  Kind Regards,
  
  
  
  Rod O*******
  
  District Director of Operations
  
  
  
  12562 International Dr.
  
  
  Orlando, FL 32821
  
  (321) 329-4020 - DL
  
  (407) 401-4452 - Cell
  
  (321) 329-4001 - Fax
  
  www.ParamountHospitality.com
  
  
  
  
  Consumer Response /* (3000, 10, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Everything that Mr. O******* has said is false. Starting with the fact that I approached the front desk with issues. It wasn't me that called or stopped by the front desk, it was my husband. No one ever did or helped in anyway. They said they didn't have staff available and when they did they'd send them up. They never came. No one ever informed me I could leave the hotel, nor could I even if they had. We were in the middle of a hurricane. There weren't any hotels available anywhere.
  As far as the pet comment, they charge $200 deposit for pets. It's a place that people stay with their pets ALL THE TIME, nut just during a hurricane.
  I didn't threaten anything, I merely stated a fact that I would leave honest reviews everywhere. I have been a member of ************ for many years and this is the FIRST time I've had to give a negative review.
  I have photographs and video of the missing evacuation signs for that apartment, btw.
  
  
  Business Response /* (4000, 15, 2022/11/07) */
  We standby our previous comments regarding this complaint. Each one of the rooms at the resort has an individual owner (condo-hotel) which receives revenue for the rental of their condominium which was already distributed. Although this complaint violates the true spirit of the valuable service provided by the BBB we will compensate the claimant an additional 30% off the room rate for the nights they stayed at Floridays.
  
  
  Consumer Response /* (4200, 17, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  He states "an additional" 30% refund. I never received ANY compensation in the first place!
  
  
  Business Response /* (4000, 19, 2022/11/15) */
  we have credited back to her account the $80.00 and are willing to take 30% off the room rate for each night. Thank you.
  
  
  Consumer Response /* (4200, 21, 2022/11/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I HAVE NOT RECEIVED ANY Compensation from Floridays resort. Not the $80 they state they have refunded, nor anything. Do you have a copy of this so called refund? I have even called my bank, and there is nothing. Just the charge of $919.14 that I paid.
  
  
  Business Response /* (4000, 26, 2022/11/29) */
  We have confirmed on our end that the $90.00 credit to has been processed. We would like to provide an additional $143.40 off her stay bringing the total compensation to $233.40. Please let us know if this is acceptable and we will process refund immediately. THANK YOU.
  
  
  Consumer Response /* (4200, 28, 2022/11/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  How can I accept it, when first they say they gave me a refund of $80 on the 15th of November, and now they're saying they refunded $90. I never received a refund of any amount.
  If they want to refund the total that they are now saying of $233.40, they can of course. I will accept that, but it can't just be their word, as obviously their word means nothing.
  
  
  Business Response /* (4000, 30, 2022/12/09) */
  WE HAVE PROCESSED THE $233.40 DISCOUNT THAT MRS.********** AGREED TO.
  
  
  Consumer Response /* (2000, 32, 2022/12/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the refund promised. If, however, it doesn't appear in my bank account in a timely manner I will reopen this case.
  Thank you