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Business Profile

Hotels

Splash Universe - Holiday Inn Resort

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 3 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:03/24/2025

    Type:Facilities Issues
    Status:
    Unanswered
    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.
    The date of service was 3/24/2025

  • Initial Complaint

    Date:12/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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 stay at this hotel expecting a safe place to enjoy the waterpark. Not enough lifeguards on duty for the size of the establishment. The manager of the hotel is rude. Our first room was not properly cleaned and the toilet did not work. Had to move rooms during our one day stay. The hot tube does not work either. This place is an absolutely joke. The cleaners of the building is like a 2 out 10. Plus they dont state anywhere on making the reservation online you have to bring the card to finite the purchase for the room. Not enough staff to run the hotel properly. They need to get different management and clean this place up completely. Never recommend this place to anyone.

  • Initial Complaint

    Date:07/22/2024

    Type:Facilities Issues
    Status:
    Unanswered
    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 513.90 for 1 night at splash universe hotel and Waterpark. We had 2 adults and 6 kids. The room we first recieved was filthy. There was hair all over the pillows, in the sink and shower. Cobwebs everywhere. Dead bugs all over the floors. The toilet was disgusting. The fridge was still filled with food. After telling the front desk they then transferred us to a different room. The new room was just as dirty. We also realized the air didnt work in this room so we tried to call down and tell them just to find out the phones also didnt work. They offered us a box fan that they never ended up bringing us. The pull out couch had no mattress on it. We had to buy Lysol wipes just to clean the room before we even tryed to stay in it. In the morning we woke to bed bugs crawling across the bed. 4 of the children were covered in bed bug bites. We rushed to the front desk to tell them and show them the pictures. I said you dont look surpised is this not the first time you've heard this.. he said no this is the first time. We told them we wanted our money back. We did not pay 500 to sleep in filth and with bugs on top of having to transfer rooms and 8 people's things half way through our 1 night stay. The man told us it was the weekend so a manager wasn't available. All he could do is send an email letting them know. It was horrible. We had to buy bags to put our belonging into and now have to spend money to treat our vehicles and belongings to make sure we do not bring them into our homes. We just want our money back and for this nightmare to be over.

  • Initial Complaint

    Date:06/13/2024

    Type:Customer Service 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 have made multiple communications with this place and have left multiple messages for the manager and have no response or communication. Every single time i call they tell me the manager is not available or just left. I have called and left messages about 6 times. I have told the staff many times why I wanted my refund. My son is autistic and the place is way too loud the water was freezing there was no way we could stay. The manager that day left right after we paid

    Business Response

    Date: 07/08/2024

    I apologize for your experience. At your next stay we will do our best to accommodate you. At your next stay please ask for front desk manager to get a better deal. 

  • Initial Complaint

    Date:02/27/2023

    Type:Billing 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: ********



    I am rejecting this response because: I have yet to receive a 53 dollar refund. When I called to inquire about the refund, I was sent an itemized billing statement reflecting the refund that has not been sent to me. 



    Sincerely,



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

    Business Response

    Date: 03/13/2023

    [BBB Transcription via Email]

    To Whom it May Concern:

     

    Splash Universe Resort received notification of a complaint from your office regarding a guest that stayed at our hotel. She was assigned ID# ********. Her name is ******* ****** from ********, ********.

     

    During a power outage, I quoted her a rate of $89.00. The following day she asked to stay another night and the rate was $119.99. This is a default rate in our system for the room she was in. She called and spoke to me on February 25, 2023, where I apologized for the oversight and credited her account and card the proper amount. At the time on the phone, she seemed satisfied with the outcome. I again apologized for the mistake.

     

    On 2/23/23 She was charged $98.99 total for her room including taxes.

    On 2/24/2023 she was charged $151.99 for the second night including taxes.

    On 2/25/2023 I spoke to her on the phone and refunded her a total of $53.00 bringing the total amount charged for the night of 2/24/2023 back to $98.99. This was the previously agreed amount.

     

    We feel this case was resolved properly and in accordance with good business practices.

     

    Thank you for your consideration.

     

    Please let me know if you need any other information.

     

    ****

     

     

    **** ******** MBA

    General Manager

    Splash Universe Resort

    Business Response

    Date: 03/29/2023

    [BBB Transcription via Email]

    Dear Jennifer,

     

    Regarding the incident with ******* ****** from February 25, 2023. Complaint # ********.

     

    Our property management system showed the money was refunded to her. She said it was not returned to her account. Upon further investigation we learned of an error in our system and immediately resolved said issue. As of this morning, the money has been refunded and will appear in her account in the next few days.

     

    Our objective is to create positive experiences for our guests and are striving to accomplish that. We apologize for any inconvenience this caused the guest. We believe this matter is now resolved.

     

    If there are any further issues, please reach out to me.

     

    Have a great day,

    ****

    Customer Answer

    Date: 03/29/2023



    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. I finally received the refund today. 



    Sincerely,



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

Splash Universe - Holiday Inn Resort is NOT a BBB Accredited Business.

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