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:04/06/2023

  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.

  Im currently staying here. When I came back from the pool, my hotel room was open for anyone to walk into. To be clear, my room was not serviced, no new towels were put in the room, the bed was not made, someone came in here to rummage through my belongings and then left the door open. The front desk was no help and seems like they do not care. I have prescription medication missing from my handbag. This is unacceptable.

  Business Response

  Date: 04/06/2023

  Hello and with apologies that you weren't satisfied while you were on property. What full name was your reservation under and when did you stay with us? 

   

  Thank you

• Initial Complaint

  Date:02/22/2023

  Type:Billing 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 made a pre-paid reservation through HotelBlox (via **************** Travel) for a 1 night stay on 2/4/2023. My booking confirmation # was *********. When we arrived to check in they asked for my credit/debit card. I stated the room is pre-paid in full through my travel agent and was told it is to have for "incidentals" and when I checked out the hold amount would be cleared & released.I waited a few days and called to get a copy of the final invoice so I could submit to my bank to release the held funds and found they ended up charging my card for the full amount of the room.I have emailed the front desk back immediately upon receipt of the invoice and no response. I've called several times and no answer or my calls get disconnected when the front desk finally answers. I've called and left voicemails for the accounting/billing department with no response.

  Business Response

  Date: 02/22/2023

  Hello ******************. I believe after a bit of time you were able to connect with one of our front desk agents ********************** who was able to assist you and correct the previous issue that you experienced.

   

   

• Initial Complaint

  Date:12/05/2022

  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.

  On November 6th to 11th, my wife and I and mother in-law went on vacation and stayed at the Godfrey Hotel & Cabanas Tampa ******* for 5 nights which we had 2 separate rooms ground floor with waterfront view. We looked forward to this vacation only to be so disappointed. The rooms were filthy dirty, the floors and rugs were stained & ripped, the bedding were warned along with the pillows that were so warn and bumpy that we had to go to ******* to purchase pillows for us to sleep on. The Tv had no reception. When we asked to be switch to another room they said that they were short staffed and had no maid service to clean the first floor rooms.The bathroom tubs and shower heads were horrible, stained and caked with mildew and the tub & sink wouldn't drain, the floor was filthy dirty, and the toilet bowls would not flush. The front doors did not latch closed, had to slam the door to close it. The back sliding doors were very hard/impossible to open also latch was very loose looked like they just rigged a eye and hook on the door that did not line up (we did not feel safe) the back patios were cracked and chipping. The second night walked to view the bay outside our rooms and almost steeped into a sink hole, I notified the front desk and no one did anything about it until 2 days later. The outside grounds were all overgrown and unkept. We spent a lot of money on this hotel thinking by the pictures on website it would be worth the money ... feel like we were scammed with false advertisement. The pictures on the website are not at all accurate. I TOOK ACURATE PICTURES TO SHARE.We are looking for a full refund for 2 waterfront view rooms for 5 nights.We travel 2 times a year and never experienced a hotel with these conditions.I contacted the corporate they replied 2 day later saying a team member would get back to us shortly and its well over 3 weeks with no response back to us. left numerous messages. Looking for a full refund.

  Business Response

  Date: 12/13/2022

  Hello,

  With apologies, that you didn't have an enjoyable experience while you were our guests here at Godfrey Hotel Tampa. I only see one reservation under your name, was the other reservation under another name? You also, booked thru a 3rd party we will have to work with them re: any refund. I have your email and we can communicate via email if you would like. 

  Best,

  ***********;
  

  Customer Answer

  Date: 01/04/2023

  This verbal response was taken by BBB.

  The second reservation was under the name *******************************. We have not received any emails from this business or heard anything concerning our full refund.

  Business Response

  Date: 01/07/2023

  Hi! It wasn't a rejection it was a question. We asked for his email and the name of the 2nd guest who was asking for a refund. We are responding to the customer again.

   

  Thank you,

   

  Daniel  

  Customer Answer

  Date: 01/13/2023

  Complaint: 18516637
  
  I am rejecting this response because: We both never heard from your company.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 01/13/2023

  Complaint: 18516637
  
  I am rejecting this response because: We both never heard from your company.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/14/2023

   

  We understand that you and your group experienced some issues while you were our guests and we sincerely apologize. We will refund 3 nights off each reservation.

   

  Thank you,

   

   

  Customer Answer

  Date: 01/27/2023

  I will accept the offer of a refund for 3 nights on each reservation.

  The ******** reservation may be refunded through the credit card used.

  How will you refund the reservation that was through a Jet Blue package?

   

  Business Response

  Date: 01/27/2023

  Hello, 

   

  Thank you for the response. We will refund the reservation that we can and including the 3 nights of resort fee. The reservation that was prepaid please contact the company and let them know we (Godfrey Hotel ) agreed to refund 3 nights plus 3 resort fees. You will need a Godfrey Hotel contact to share with the company and you can give them my name ************************* and my email is ******.******@godfreyhoteltampa.com. 

  Customer Answer

  Date: 01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/14/2022

  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.

  This hotel is very badly managed. I got the hotel reservation through Agoda which indicating the hotel as 3 1/2 stars. However when I checked in, I was surprised by the additional charge imposed as resort fee. (around $20/day) The front desk receptionist is not professional with attitude. My room which I stayed for 5 days has a window A/C unit making loud noise which affecting my sleep through my stay. I asked the front desk to change a room with no result. During my stay, nobody cleaned the room except I asked for on the 4th day of my stay, Also on the 4th day, the **** for the hotel was down and the front desk was very impatient when asking for assistance. Besides that, the facility of the hotel is very old and my bath tub is rusted without a plug,

  Business Response

  Date: 09/21/2022

  Good afternoon! With apologies, re: some  of the issues you had during your 5days with us. It looks like the guest booked thru a 3rd party, the daily resort fee is not a hidden charge as its on our website and the 3rd party websites. We will take 2 nights off and all of the resort fees. 

   

  Thank you,

   

  ***********;

  Customer Answer

  Date: 09/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************