ComplaintsforHoliday Inn Resort Orlando Suites - Waterpark

• Initial Complaint

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This resort is infested with roaches. Had to have my room changed twice. My children have severe Asthma, so spraying is not an option. Roaches trigger Asthma, my son required a breathing treatment, and daughter has been coughing ever since. Not only is this a major health concern, i fear that my personal belongings are affected as well Everyone in the front loby has an attitude when you call,or send a non English speaking employee Manager ************, who refuses to give me her last name, is unaware of the health my children is a concern

  Business response

  01/17/2024

  Due to the inconvenience experienced by the guest. 
  The guest was offered and accepted compensated by the hotel 
  
  

  Customer response

  01/17/2024

  On December 24th our family was moved the 3rd time ,into a room where the refrigerator wasn't working  after placing my medically fragile son medication and food  in it. ***** from the engineering department came to my room stating the refrigerator temperature was 52degree above normal, stating we had to take my son medication and food out of it, after it was stored there for several hours.  I spoke to manager ************ regarding this situation,  she assured me that she would email the 3rd party agent that i booked these rooms through for a refund for 3 night stay. To date that hasnt occured. My family had to again change rooms,  in the 5 night we stayed at this hotel, our room was changed 4 times

  Customer response

  01/17/2024

  I havent heard from the resort with a settlement or offer

  Customer response

  01/18/2024

   
  Complaint: 21052279
  
  I am rejecting this response because:I havent heard from the resort with a settlement or offer
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We stayed at the hotel November 2-9, 2023.My husband was injured there on November 3rd at the waterpark within a few minutes of being there. He lacerated his toe quite badly climbing across the cargo nets at the water park. We had to go to urgent care for multiple stitches and antibiotics and a tetanus shot. Upon arrival back home after the trip, also found out he also fractured his toe. The entire ****** holiday was ruined with the inability to walk well or swim at ****** after saving up for 4 years.For a month now, I have been trying to contact the hotel for resolution. At the very least to have it looked into as someone else could get deeply hurt. Spoke to HR who said I would be contacted by someone at security. After multiples tries, got a single phone call to tell me it would be dealt with my corporate and I would hear back in 48 hours. Have phoned multiple times and no one has gotten back to me as that was already 1.5 week ago. The entire injury was awful and costly, followed by a horrific trip, but the fact that no one cares to get back to us, or confirm its getting looked into is insanity.We will highly not recommend this hotel for a multitude of reasons.

  Business response

  01/08/2024

  The case has been submitted to our risk management team and they will be following up with the guest  

  Customer response

  01/10/2024

   
  Complaint: 21024798
  
  I am rejecting this response because:

  it has been 2 months and no one has responded or picked up my phone calls. Every time I call any line it goes to voicemail without a call back. Also never once have I had an email returned. I truly do not believe this is being dealt with or looked into and someone else will get hurt. 
  
  Sincerely,
  
  *********************

  Business response

  01/16/2024

  Thank you for reaching out to us. On our side it is showing that risk management has tried to reach out. We will follow up with them and have them reach out again. 

  Customer response

  01/17/2024

   
  Complaint: 21024798
  
  I am rejecting this response because I am awaiting to actually hear back. No risk management has contacted me, nor management, nor corporate as promised. No one. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have left a message a couple days ago and started a claim against the hotel with the provided ***** number. I have explained the extreme disappointment with the ameneties, waited in line to check in for 30min and children were unable to use waterpark as it closed ( forced to pay for resort fees where we didnt utilize any) no ice machine, no elevator in close proximity to our room, light in bedroom would not turn off awake all nightdue to patron in 935 whom was intoxicated and refused to quiet down. Had to call security at **** they were rude and My daughter was afraid so I decided just to get up and leave....awful. I should have just called 911

  Business response

  01/08/2024

  ***************************; 11/19-11/20  937   **********    Gst came to the desk and said he wants compensation because the waterpark closed at 6pm, Burger Theory closed and he did not get to eat there.  The bar closed.  RF and PK he was not aware of.  He said he has a friend ******* who got $60 compensation and he wants it too.  This was denied so the gst asks to speak with someone higher, so ***** spoke to him and this was also denied. Guest reached out on *****: " I have left many messages for your general manager to deal with the worst stay by far with IHG as a member ever!! Was supposed to be $108 USD, charged us for resort fees (no where did this mention prior) stood in line for 30min while our kids never got to eat or use Waterpark, elevator, ice machine, dirty and to top it off I had to have security come to room 935 who kept us up all night. We left this hotel at ****am. The patron in 935 was completely disrespectful to security and everyone else. I want a complete refund. I'm not letting this go!!!" I informed the guest that he can reach out to IHG.

  Customer response

  01/08/2024

   
  Complaint: 20918613
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  At no time did I go to the front desk and speak to anyone, it was the other guest I was with. No one offered me a discount of $60. This employee is missing the fact that we had zero sleep Ontop of everything else and when security came to deal with the noisy partiers next to myself and my young daughter she was terrified as he continued to yell and we were forced to check out  at approximately 02:00 am. I see with the employee is trying to do making it look like I was piggy backing someone elses complaint. But that is not the case. No where do they try to compensate for no sleep and leaving early. Also the light on the fan that would not turn off. I had to wrap it with a pillow case. I truly hope this kind of experience never happens to this employee as I imagine they would simply be disgusted. 
  

  if they rebut this by saying any different then you know its simply stubbornness and nothing more. 

  Business response

  01/10/2024

  All complaints are not handled the same. This guest's friend received a $60 resort credit to use on property only. However, this guest's issues were addressed and resolved. This guest was also offered a 25% discount on a future stay. 

  Business response

  01/10/2024

  This guest was offered 25% discount on a future stay. All guest issues were addressed. His friend had a different issue and received a resort credit. 

  Customer response

  01/11/2024

   
  Complaint: 20918613
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  i require a complete and full refund as we were forced to leave the hotel due to the resident beside us and his behaviour. I will never stay there again. If they wish to cresit us for another IHG at same value rather than a complete refund then I will accept this. I do not care about other patrons and what they received it is totally irrelevant . 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I stayed there between July 24 and July 30 and I still haven't received my deposit back yet. I called multiple times and was given a different excuse everytime. The first time was it takes a week. The second time was it takes 30 days. The third time they said there was a hold. I asked to speak with a manager and he couldn't figure out why and that someone will call me back it's been months and I haven't received anything back.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked Holiday Inn Waterpark Resort through SuperTravel for 8/16-19, 2023. Before booking I'd read a negative review online stating that the facility was not clean, mold and dust which caused this family to get sick. I contacted the facility directly to ask if these aligations were accurate. Of course, the facility assured me that they are a three star resort and provide a clean, safe property. Against my better judgment I booked it because they are an IHG property and I thought that if nothing else with corporate backing that big it couldn't be that bad and if so they'd have to want to make it right to uphold their name. The moment I got to the building my heart dropped! The building was run down, dirty and literally decaying with chunks missing from the building itself. Upon entering the hotel room it was hot the air did not come on, the light fixtures were dusty and rusted, the ac vent was caked with dust, there was dirt and crumbs on the bed and floor, the fridge was not cold, the building and all of the chairs outside were covered in mildew! I felt discusting and unsafe! I immediately contacted the third party about the booking. They said that I'd have to resolve the issue with the facility. I complained to management to which she stated "we are in Florida of course there is mildew . What do you expect?" They sent maintenance but they didn't nothing! They did not fix the air and said that the fridges are small so they just don't get very cold! I ate at the buffet and only ate at this facility my entire stay. The buffet area was about 90°. The chicken was uncooked. The pool was over crowded. All lifeguards were watching a fight while I saved a baby from drowning. When I checked out I told them again everything also that my daughter's had thrown up from the broken fridge and that we'd gotten food poisoning. We had cramps, diahria, vomiting, sever stomach pain and nausea! They never offered medical or an incident report. Corporate said that a full refund was warranted!!

  Customer response

  09/12/2023

  This business needs to be shut down! It is not safe! I've read several complaints about food poisoning. This business is aware they are getting people sick and continue to do so. I never ate off of the property and my friend also got food poisoning at the same time. I'm looking into a class action lawsuit, reporting them to the health department, blasting to stay away from this place on social media in hopes to shut it down and save others becoming ill. It is not safe there and mine is not an isolated incident. I am very angry and appalled at IHG. While corporate apologized stating this is unacceptable and I'm more that justified a full refund no one contacted me back as promised. Corporate states that a refund has to be sent from the property management directly who never followed up on the claim. I disputed the transaction on my debut card but it was denied stating no proof they did not provide quality stay. I did finally after about 20 calls talk to a manager from the facility who gave me the run around putting it off on corporate and on and on! Even without the food poisoning my grievances deserved a refund of which I didn't even ask for the full amount accepting the room fee and only asking for extras spent at the facility. They tried to say that they don't know I became sick from their property. It is on record that I was sick throwing up at check out to which the manager blamed me for not taking advantage of their medical and doing extra paper work which was never offered or asked of me!!! 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 8/8/23 I paid for a 2 night stay at Holiday Inn water park in Orlando for 8/11-8/13. We arrived & the line was out the door, and the lady who checked me in was rude. We went to our suite and it was extremely hot so we turned the ac to 70 (wouldn’t go lower). Then we went to the waterpark which looked nothing like the online pictures, rust all over the slides which was the least of our worries. The chlorine smell at the waterpark was unbearable to the point that my child started puking. We left & never returned. He vomited 3 times from the smell of the chemicals. The Arcade and diner AC set to 70 but it was 89, again we left due to the extreme heat. We went back to our room which was hot but better than 89. It was set to 70- read 75. We sat there bored as our son felt sick from the chlorine. Around 11 our family laid down for bed and found blood on our bedsheets so I called for new sheets and no one came so we laid on towels. Next started the banging and yelling next door and running above us until three in the morning and our next-door neighbors were smoking marijuana which came through our connecting door. I called for security, no one came. I chatted with support and got nowhere and emailed corporate which they responded a day or 2 later offering points- I don’t want points as i will NEVER stay at a holiday again! I would have left at 1 AM if I had a place to go and money but I didn’t since they hold $200 incidental fee so we had no choice but to stay in the nasty hotel. Our family got no sleep. When we woke up we found German roaches throughout our room, bedbugs in the pullout bed. We now have them in our home. We packed up & got out of there & went to front office & spoke to manager Stacy. She said she’d refund the next night stay which she did & that once I spoke with security, and filled out a form, they would refund the remaining balance of $231.01 for the night of hell. They haven’t refunded it & I’ve emailed her several times & she refuses to respond.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a room with this hotel as it looks like a nice property which does state that it cannot be refunded. I then called the company to advise them that my card has not been charged and was advised that my card would be charged closer to the date of my stay. I read the reviews for this hotel which were plentiful in complaints of black mold and cockroaches. I cannot subject my family to these types of conditions so I promptly cancelled the reservation only to find out that my card was charged after I cancelled the reservation. I have called the hotel who will not return my payment of over $600. They have advised me that if I pay the resort fees I can stay at their hotel but I am not willing to gamble my families health to show them good faith as a customer.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Stayed at the holiday Inn resort Waterpark in Orlando FL. Resevered 2 days from 7/3/23 to 7/5/23. Checked out a day early due to security issues in the middle of the night. I was charged 303.84 for the 2 nights. I left the resort at 830 am on 7/4/23 and was told we would receive a full refund for the resort fee, parking and 1 night we didn't stay as soon as the room became vacant. I checked my online banking and noticed the hotel charged us an additional 154.96. When I called the resort they said they would refund me the money. I paid a total of 458.80 to stay 12 hours and still have not received the refund. I call everyday and they tell me they will refund the money and will note my account. Then the next tike I call, there are no notes in my file. I also can not access my online hotel bill from their site because it says my hotel bill is unavailable. I have asked daily for an itemized bill. They say they will email it to me and I still have not received that either. Please help. Management is saying one thing and not following through with it. Not only am I paying for two nights that I didn't stay, I am charged additional fees that I did not consent to and I don't want this to happen to more people.

  Customer response

  07/31/2023

  Spoke to another manager and told her the entire story that I told the past employees and she processed my refund. I received an email invoice stating I would be receiving 235 and some change back. Today I got a deport in the amount of 223.15. Close enough. Thank you for BBB's help in getting this resolved!

  
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I went with my family, including young Childs. We booked 03/28 to 04/06,2023. At the checkin, they requested the full payment in advance. as "hotel Policy".They had my credit card on file (a major one). Not for incidentals, but to pay in advance. I know As a frequent traveler , to use my CC for future incidentals. I was requested to pay in advance the full stay, in cash! As we were on vacations, we did it... Pool with no supervision, people smoking, vaping, lying drunk etc. And Facility's really bad conditions in general, (bad smell , stinking humid carpets), early check-out requested on 04/02. The manager in charge on 04/01/2023 gave us an ok. On 04/02 Front desk manager "Joanna", confirmed we'll be refund the $1,300 balance on our favor. check by mail, as they didn't have cash at the front desk (BTW we spend more than 4 hrs that Sunday , including police, IHG's customer relationship district manager). We have been talking to managers since then At *** and at the hotel, we haven't received our check yet. Last call with *** Guest relationship MGR informed the hotel denied a refund with no more explanation. in the meantime I was talking with *** the hotel in May, confirmed the refund. The person was "Carmen", internal ref #******* I requested *** support since day 1, Case ************. Last response: they couldn't help me with this issue, as they don't have control on invoicing, payments etc over this branch. I got really upset, called the hotel as IHG's manager suggested. Last week when I called again, the answer from the hotel (manager on dusty for that **** on June 21st was S******) was: "your case is under revision, please give us a call with 2 weeks" Remember this was in APRIL 2ND 2023!! that supposedly helps customers and members of the holiday inn chains were not helpful to solve this problem either, they pass you from one operator to another and that's how we have been since April 4 of this year trying to stop those thieves give us our money back

• Initial Complaint

  05/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stayed at this resort from April 30th to May 3rd . While I was there I put my kids birth certificates and my passport in a folder in the safe . One day we came back from *********** late at night . The next day I noticed the safe was open. I didn't think anything of it because the folder was still in there and I thought I was the only one with the code. Well on the 3rd we checked out headed out towards our cruise. After an hr driving I asked my son to check on my passport because I had a weird feeling. It was gone. I called the hotel and they could not find it anywhere. I started freaking out calling the cruiseline to see what could be done . They said there was nothing that could be done so I had to cancel . I had to pull over and find a new place to stay for the remainder of the trip after losing out on half of my money on the cruise . As I'm driving 3 and a half hrs to Miami crying I remembered the safe being open that one day . And I know I never took the passport out of the safe. I called back to the hotel but management did not answer. Nor did they call me back. I have since then called them numerous of times and called their corporate office which is outsourced and they have 5 pages of notes on the situation. I've had them tell me management was going to call me multiple times but they never do . They were supposed to resolve this in 48 hrs . It has been over a week . I have two case #'s and a police report . Now corporate tells me I need to deal directly with the hotel and they are sending my complaints to the higher offices but they won't give me any one else to speak to . I've asked them how is it possible to deal with the hotel if the management doesn't answer the phone nor call me back ? I said ok call them 3 way and they won't. I believe they are covering for each other and just hope I go away . I lost out of a lot of money because of this and have no idea what they are going to do with my passport and am stressed . It's not lost,it was stolen.

  Business response

  06/20/2023

  Hello my name is Ray O*** *** at the HI suites Orlando resort. In regards to the guest in question I have spoken to our security team which has been in contact with this guest. So far, we have spoken to the room attendant that cleaned the suite and she did not find anything in the room while providing the service. Security performed a lock audit and this room attendant was the only one that entered. We did not receive a call to open the safe in the room and the suite attendant would have called for this while the room was being serviced. This means the safe was open when the the room attendant arrived to clean the room. When security spoke to the guest she mentioned that she had belongings in the safe that she admittedly recovered and the passport was not one of them. Unfortunately we are not responsible for any items left behind or lost. We do have lost and found which is a courtesy and we did not find anything. This guest was not able to travel due to not having her passport and of course it has become the hotels responsibility. We do not feel that this warrants any compensation from the Hotel and will reach out to her again to discuss. Let me know if you require any additional information or have any questions. 

  Customer response

  06/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: they are saying I left the passport behind and that is not the case.  If they ever called me to speak with me or were professional enough to answer my calls they would see that I had the passport in a folder with birth certificates. The birth certificates were there but not the passport.  I never took anything from the folder out the entire time . The safe was open one night when I returned. Whether it was faulty or just didn't close this gave someone a chance to take the passport.  Since it was in a folder it was not noticeable that it was missing till after I left when I had a bad feeling and told my son to check for it. If they felt no obligation or didn't feel liable why did they turn it into their insurance company to be looked into ? I think their insurance company might not want to cover it so they are just trying to make it look like it's my fault so they don't have to compensate me . I will take a lie detector test if I need to . The passport was there the first day,  and not in the folder when we checked it driving away from the hotel . There is no other explanation than someone took it from the safe.  
  
  Sincerely,
  
  ******* ********

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