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:10/21/2024

  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.

  We checked into the resort 10/5/24 and was supposed to stay until 10/13/24. Due to the oncoming hurricane ****** and the insistent recommendations to evacuate the state, we "checked out" 10/7/24. (Only got to stay 2 nights out of our 8 night stay) We made a non-refundable reservation but was told by a manager that we could get a refund if a state of emergency was announced. I left my name and number with the front desk twice and they said they would get back to me. Noone was getting back to me. They also kept telling me they couldn't find my reservation and couldn't even confirm when I exactly checked out. They directed me to speak with reservations, to which reservations told me they also could not help me and it was the responsibility of the front desk to assist me with my concerns. The front desk has been nothing but unprofessional by giving me the run-around. Even if I am not able to receive the full refund, I believe I should be able to get a partial refund.

  Business Response

  Date: 11/05/2024

  Good afternoon,

  Below, please find Ms. ******* reservation confirmation.  All non-refundable reservations are non-refundable; no exceptions. Non-refundable rate plans are structured at a discounted rate with the agreement that once booked, it cannot be canceled; Ms. ******* agreed to those terms.

   

  Dear ********* *******,
  It is our absolute pleasure to confirm your reservation at Lake Buena Vista Resort Village & Spa. Please review your reservation details and let us know if you have questions or would like to make any changes. Email us at ************************************************************************************* for further assistance.
  We look forward to welcoming you and making your stay as enjoyable as possible.
  Best regards,
  Your Management Team
  
  Reservation Details
  Confirmation Number
  898487108 
  Arrival Date
  Saturday, October 5, 2024
  Room Type
  3 Bedroom 2 Bath Suite 
  Departure Date
  Sunday, October 13, 2024
  Rate Type
  Pay Now & Save/Non-Refundable 
  Stay Total
  $1,474.88
  
  Hotel Policies
  Cancellation Policy*: This is a nonrefundable rate plan. Payment in full is collected at time of booking and is nonrefundable. No exceptions, no date changes or modifications.
  Deposit Policy*:  Full payment is charged at time of booking. If credit card declines the reservation is subject to cancellation. Please note: The credit card used for the payment must be presented at check-in and must match the name on the reservation.
  Check-in time 4 PM
  Check-out time 11 AM
  Changes to the original dates of stay will be subject to current pricing and stay restrictions which may be different than previously confirmed rates.
  Minimum age to check in is 21 years old.
  All rates are subject to current taxes and fees (subject to change)
  No Pets Allowed.
  Non-Smoking Hotel

   

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair 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 stayed at this property 2/18/2024 - 2/20/24 in a 3 bedroom condo. On Night 1 - 2/18/24 the hotel guests in the room next to us would not stop partying with noise traveling to our room (I have time stamped video documenting the *************). It got so bad we had to get security involved because of a domestic dispute. We were not able to enjoy the master bedroom or get a good night rest because of the noise and the security disturbance. On Night 2 - 2/19/24 after a long day at *********** we came back to the condo to use the Hot tub in the Master Bedroom and it had Black Mold coming out of the jets. In severe cases, black mold can lead to respiratory infections. In rare cases, it can even be fatal. If you have black mold in your tub or shower, it is essential to take action to remove it. It is a health hazard and I have asthma. I complained to management immediately and they would only offer me $112. We specifically stayed at this hotel because of the 3 bedrooms and the Hot Tub in the Master Bedroom. We did not receive what we paid for from this accommodation and while I understand the rooms are non-refundable I did not receive the full value of the room so I should be refunded at least 1/2 of what I paid. At this point because of my time and the dismissal of their customer service I am asking for a full refund. I have videos of both the loud noises and the Mold in the tub.

  Business Response

  Date: 03/29/2024

  Good morning,

  ****************** reservation was made through a 3rd party, so we are not aware of the total amount paid via the online travel agency she used; however, because off the concerns expressed during her stay, she was offer a refund of $112.50 which was executed and found to be reasonable.  

  Should you have any additional questions, please let me know.

   

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21455479
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************************* ******

  Customer Answer

  Date: 04/01/2024

  More Information...I am rejecting this response because I have tried to handle this complaint directly with the property as well as through Chase Travel, the third party. I was told ***** Travel cannot provide any further refund because of the non-refundable rate. That is why I am taking this claim to this space. We paid $683.06 for 2 nights (Sunday and Monday) and both nights our accommodations were unsatisfactory and worthy of a 100% refund! I shared these proof of experience videos with the front desk staff of this hotel and shared them via e-mail with the property hoping for a resolution before even leaving the property.  Management dismissed my complaints hoping that I would just go away and not take the steps to fight for a refund, as I assume happens more often than not based on the amount of work this has taken me. Customer service matters if you continued to identify this property as a "4-star resort."  ****** should reconsider the good neighbor accreditation for this property as the customer service is completely lacking compared to other properties. To prove my case and horrible experience, I am providing proof of the investment I made to stay at Lake Buena Vista Resort Village & Spa (See chase receipt). I am also providing further video proof of the unreasonable noise levels (at 11:45pm) and black mold in the jetted tub. At this point because of my time and effort, I am asking for a 100% refund! Shame on them for not doing the ethical thing from the first point of contact.  
  
  Sincerely,
  
  ********************************* ******
  ************
  ****************

  Customer Answer

  Date: 04/01/2024

  Receipt from Chase 

  Customer Answer

  Date: 04/01/2024

  video 1

  Customer Answer

  Date: 04/01/2024

  Here is a link to a video with proof of the unacceptable noise levels on 2/18/24 at 11:45am

   

  ********************************************************

   

  Customer Answer

  Date: 04/01/2024

  Video of Hot tub mold on 2/19/24 

  ********************************************************

   

  Business Response

  Date: 04/19/2024

  Good morning,

  Hope this note finds you well.  We have taken another look at ****************** concerns, we have agreed to refund an additional $127.46.  Please note that ****************** reservation was made via a 3rd party meaning that the refund will be executed through them, and they will refund ******************.  

  Should you have any additional questions, please let me know.

  Best regards,

  *****************************

  General Manager

   

   

• Initial Complaint

  Date:12/22/2023

  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.

  On Dec 17, we arrived at the resort and they told us our reservation (prepaid to Expedia) had been canceled because they could not charge the resort fee to our card. (I had never received any communication on this topic.) We made a last-minute reservation which was way more expensive (almost double per night). On Dec 22, I contacted Expedia to be reimbursed for the first reservation. They contacted the hotel who said that we were no-shows and that they were keeping a charge for one night. This is a blatant lie. We have both reservations (attached) with the exact same dates. Why would we make a last-minute reservation unless we had been told the first reservation was canceled? Why would we be no-shows for one reservation and not the other - on the same day? Expedia refunded 3/4 of the price of the initial reservation. I want reimbursement for part of what we paid (second - 3/4 of first) so that we pay only the price of the first reservation initially agreed upon, at most, aka $440.74.

  Business Response

  Date: 01/19/2024

  Good afternoon,

  Hope this email finds you well.  After reviewing the email sent, I have agreed to refund **. ****** $150 deposit charged on the second reservation she had.  I will reach out to her as we need to update her credit card information to issue the refund as the credit card charged shows as expired.

  Best regards,

  *****************************

  General Manager

   

   

   

  Business Response

  Date: 01/30/2024

  I have been in communication with Ms. ******* her reservation was booked through a third party, Expedia.  We have contacted Expedia which has indicated that Ms. ****** complaint is not valid.  We do owe Ms. ****** $150 deposit for the first reservation Expedia confirmed she cancelled.  In 2 occasions, I have informed Ms. ****** that I need the credit card number charged with the new expiration date as the one on file has expired; she has not responded.  Ms. ****** continues to complaint about ** not having her reservation upon arrival which according to Expedia she cancelled back in November; also, I have provided Ms. ****** with Expedia customer service number.  Unless she responds back with what we need to provide her a refund, we cannot assist her.

• Initial Complaint

  Date:05/17/2023

  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.

  Booked a 3bdrm suite with firework view. Arive April 7-11,2023. Hotel staff screwed up reservation and booked us for 2024. Arrived to Hotel around 8 pm. Staff struggled to find reservation. Manager stepped in and told us about mistake. Could not give us our room. Gave us smaller room with less beds. He offered to comp a dinner for our entire party for the trouble. Night 2 would be switched to a room like we booked. He retracted the offer when I reminded him that our party was 7 people. Then offered $50 gift card. He said we would have to take it up with the agent that we booked with, who wasn't there. We endured poor customer service, poor room conditions including a bathroom fan that sounded like a cat dying. Some sort of bug infestation that caused bites and rashes on my legs. Other reports of same issues noted on ****** reviews from other guests. We reached out to the rep once we returned home and he said that he will have the manager call. I messaged again and never got a response. I was lied to, didn't get what we booked or paid for with no compensation for their mistake. They didn't even apology. The hotel took so long the first night fireworks were missed before we got to our smaller room. Night two we received a room with firework view out a side view. Advertising shows fireworks off patio.

  Business Response

  Date: 06/20/2023

  Thank you for your assistance

  Business Response

  Date: 06/21/2023

  Thank you again for reaching out. The main complaint was relating to the date of the reservation being incorrect. It is not unusual to book our property years in advance. We did provide the guest with a $100.00 resort credit voucher and the opportunity to change rooms the following day to the confirmed room type and they declined. As a gesture of goodwill I am going ahead and refund 1 nights room charge with my compliments.

   

  Have a great day.

   

  Ken

  Customer Answer

  Date: 06/21/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, if a refund to my card for a nights stay is done... I would consider this dispute resolved.

  
  
  Sincerely,
  
  
  
  ***** ****