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Business Profile

Resort

Grove Resort Realty, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/23/2025

    Type:Product Issues
    Status:
    Resolved
    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.
     
    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. I am satisfied and agree to have this complaint removed.

    Sincerely,

    ****** ********after my initial contact. Security was walking to my room so slowly - as if he didn't have a care in the world. I reached out to the hotel's social media private message - they responded they are too busy to respond in that manner. No one has reached out at all to this day. Even upon check-out, I received no apology. At this time, I want financial compensation and an apology. I do not want a gift certificate for future stay as I will never stay at this dirty hotel again.

    Business Response

    Date: 07/25/2025

    Guest received and accepted compensation. Looking forward to having Ms. ******** back at the Resort!

  • Initial Complaint

    Date:03/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 stayed from 3/17-3/19 with numerous complaints about our experience and service. Im seeking a full refund and have been since 3/19 but have been being ignored. I even had *********** seek damages and have still havent heard back. There was a ***** in the room. This stay has been very difficult and a very poor experience from a random fire alarm, poor cleanliness, ***** on the ceiling and delayed check in upon arrival at 6pm. I will not be coming back or bringing my family back and dont feel services rendered are deserving of my payment.

    Business Response

    Date: 03/25/2025

    Guest was offered and accepted compensation after stay.  Guest was satisfied with compensation received.

  • Initial Complaint

    Date:01/19/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 booked a stay as part of a large family trip. A little skeptical by reviews, we had many family members already booked so we did as well. Our stay was from 11/23/24 to 11/28/24. Upon arrival, the first issue was the overpowering smell of weed. It was not just one spot. It was every where. No matter in the parking garage, in the elevator s (the worst), out on the balcony, walking the pathways, everywhere we went was just potent with Marijuana. We did not enjoy this nor were we happy trying to keep a 4 year old child from taking it in. No one should have to deal with this on vacation. The smell was everywhere so i dont know how staff would manage to address the problem. Then the elevator not working issue in the neighboring building was a pain when trying to visit family in that building (also with a small child) There are many small things but these were the worst issues. Extremely difficult to enjoy our stay when we were overpowered with the Marijuana. The pools were literally ice. The heated lazy river was mildly warm at best. Water was filthy, abundance of leaves and pieces of palm each day on the water. Building doors were not secure, they were propped open for anyone to access from the parking garages. The hallways were filth, grimy, paint peeling, garbage left everywhere. When we first arrived to the room, we had to open all doors to try and rid the overpowering stench of bleach. Really makes you wonder what they are hiding. The washer was not usable, there was mold all around the door seal. We had to buy our own toilet paper and paper towels as they provided 1 of each for a 5 night stay. Extremely disappointed in the accommodations, we couldn't just leave and go else where as it was a large family trip and we didn't want to split up. The overall lack of at the grove was high... our stay was not cheap and the overall establishment is far from safe for kids to stay at.

    Business Response

    Date: 02/03/2025

    Guest was offered and accepted compensation after stay.  Guest was satisfied with compensation received.

  • Initial Complaint

    Date:12/02/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.

     
    Complaint: 22630020

    I am rejecting this response because: I have not been contacted by the Grove Resort to be informed of any such reimbursement.

    If they wish to reach out to me they can contact me by this email ************************* or cell # **************.

    Sincerely,

    ******* ********, Sr.

    ady sent in pictures with their complaints.

    Business Response

    Date: 12/11/2024

    Guest was offered and accepted compensation after stay.  Guest was satisfied with compensation received.

    Business Response

    Date: 01/23/2025

    Guest was offered and accepted compensation after stay.  Guest was satisfied with compensation received.

    Customer Answer

    Date: 01/23/2025

     
    Complaint: 22630020

    I am rejecting this response because:

    Per my original response, I have not been offered any compensation.

    We went to the Grove Resort for a family celebration. Our children and grandchildren.

    My son ******* ******** *** and his family "was" offered compensation for his stay at the Grove Resort.

    I ******* ******** *** (separate reservation and accommodations) have not been contacted regarding any compensation for the situations and conditions we encountered at the Grove Resort. 


    Sincerely,

    ******* ********, Sr.

    Business Response

    Date: 02/05/2025

    Mr. ******** Sr,

    We have refunded Expedia from you initial message. We do not have a way to contact you as your email and phone number are not correct on your reservation. If you could call the Resort directly to help clear this up that would be best and get this resolved quicker! ************ and ask to speak with ****.

     

    Sincerely,

    Grove Management

    Customer Answer

    Date: 02/17/2025

    The  Grove Resort did not contact me directly. However on my latest credit card statement. There was a credit from The Grove Resort.

    Thank you to the Better Business Bureau for the persistence to follow this through to an amicable solution.

    Your efforts are greatly appreciated.

     

    Regards,

    **** ******** Sr.

  • Initial Complaint

    Date:12/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 grove waterpark from 11/29-12/1 the shower ran continuously all night. We couldnt get anyone on the phone for hours. When we finally got someone on the phone they sent someone up who told us they fixed it. We showered same thing again. Went back to front desk spoke to **** the manager who said he would send someone up. Again they claimed to fix it and same thing we showered leaked all night. Trying to get my money back and getting the run around

    Business Response

    Date: 12/11/2024

    Guest was offered and accepted compensation after stay.  Guest was satisfied with compensation received.

  • Initial Complaint

    Date:11/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 want to start by saying this is FAR from a typical resort. You literally get the bare minimum to survive your stay. The hallways are dirty and how the property is set up is bizarre. The elevators are tiny, dirty, and smell. The elevator in the area which my family member stayed was broken the entire time making them often take the stairs with a small child. We were in a 2 bedroom suite with 4 towels and 6 beach towels in which they expect you to wash yourself and reuse. The 6 beach towels are the only towels you get for the pools and water park and they are NOT provided by the pools. You are also "charged" for them if the count is not correct when you check out. DAILY CLEANING DOES NOT HAPPEN. I would "take out our garbage" when it was full and by day 2 our floors were sticky and our feet were dirty. The room constantly caused stuffy sinuses from what I believe to be MOLD/MILDEW. My daughter has Asthma and we had to leave early to keep her SAFE.The absolute worst part of this entire "resort" was the constant pungent permeating smell of marijuana. I mean on your balcony EYE BURNING smell of it everywhere. I literally could not enjoy my balcony views and this was not limited to my balcony, it was EVERYWHERE you walked on this resort. My kids, who are young, and Asthmatic, constantly complained about the horrible ******** for the water park and pools, they appear clean and nice however THEY ARE ICE COLD. I would compare it to fresh hose water, even the water park. Needless to say my kids were super disappointed. I was told at one point, this was a very nice to place to stay but it seems to have made a big turn for the worse. Along paths and hallways we spotted a DIRTY SOCK, EMPTY BEER CANS, GARBAGE, and STAINS. When looking for an object in the room I had to flip over the cusion where my daughter slept and found a giant stain that resembled blood. I am thinking about getting a tetanus shot.We ended our trip early to not put our children in any more danger

    Business Response

    Date: 12/02/2024

    Guest was offered and accepted compensation after stay.  Guest was satisfied with compensation received.

  • Initial Complaint

    Date:11/26/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.

     
    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.  Yes they have reached out to me
    Sent from my iPhone

     



    Sincerely,

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

    t saying anything. No one was willing to extend my stay for unknown reasons. This experience have not been the best staying there. I feel so unwanted being there. Since the beginning they didnt want me there and I just dont understand why & how so many people there really dont care. My home was damaged doing ************* literally dont know where Im going to go. Its literally my room I currently have is available and other empty rooms but they still claim theres no availability. Just unbelievable

    Business Response

    Date: 12/11/2024

    Guest was offered and accepted a change of date and time of check out. Guest was satisfied with compensation received.

  • Initial Complaint

    Date:11/25/2024

    Type:Product Issues
    Status:
    Resolved
    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.
     
    Complaint: 22605476

    I am rejecting this response because: I tried reaching back out to the property manager yesterday and left a message but did not get a response today. I also have not received a refund from the property for hotel fees and deposit. The property manager said he was going to work with ******* to get my refund processed but they said they never heard from him. They also tried reaching out to verify a refund and were unable to get confirmation on refund.

    Sincerely,

    ******* ******** camp for hurricane victims and thats why the quality has gone down. I was almost run over in the parking garage. This was the worst experience Ive ever had and it was my sons first vacation. This resort should close its doors and update before scamming any others out of their money like they did to me. I am asking for a full refund of my stay plus resort fee and deposit. The total would be $1698.00

    Business Response

    Date: 11/26/2024

    We have tried to reach out and address your concerns. At your earliest convenience, please reach out so we can discuss your stay.

    Sincerely,

     

    Grove Management

    Business Response

    Date: 12/11/2024

    Guest was offered and accepted compensation after stay.  Guest was satisfied with compensation received.

    Customer Answer

    Date: 12/12/2024

     
    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:11/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 into the hotel where there was a leak. in the floor in the bathroom. The bathroom. It appeared to be f**** It was brown and I was using white towels to mop it up.. It was not for me as I had not showered or bathed in that room. Anyway, this smell was overwhelming And I absolutely had to move from that room. Also, the elevator going to the 6th floor was broken. I do have a handicap, and I do have an old dog. So not having an elevator was not an option. Upon moving me to the new room A valet loaded up my computer. and some other items. And then she said she couldn't stay in the room any longer because of the smell and left me alone. I had no idea how to get to my next room. So I'm pushing the valet down the hall, looking at the map And two girls from the hotel from housekeeping helped me push the cart into. a hallway Then the two girls rammed the cart into the wall and doorway and crushed the screen of my computer.. I did. call security later. They confiscated my computer because I told them because I told them I cannot turn it on. Then they later denied that they would help me. And said this was my problem. They are accepting no responsibility. I am unable to get the computer on S. I'm not sure how he got it on but he was very rude. And I do not believe that this is a security issue as nothing was stolen. You just broke something that belongs to me.. I do use this computer every day for work. And this has put a significant hardship on me. I checked out of the hotel immediately. It was the very miserable experience in the computer and the. head of security made it even more horrible.. I expect my computer to be replaced as I did. as I didn't break it. Your company did. It is on video. So look at the video to confirm.

    Business Response

    Date: 11/08/2024

    Guest was offered and accepted compensation after stay.  Guest was satisfied with compensation received.

  • Initial Complaint

    Date:09/23/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
     
    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,

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

    Business Response

    Date: 09/24/2024

    Guest was offered and accepted compensation during stay.  Guest was satisfied with compensation received.
    Thank you,
    The Grove Resort Management

Grove Resort Realty, LLC is NOT a BBB Accredited Business.

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