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:11/12/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 Friday, October 17th, 2025, I had three rooms reserved at the motel you manage, REMOVED. Upon arriving and standing in line to check in for about a half hour we were finally given our room keys. Upon going to the rooms we discovered the rooms had not been cleaned nor the beds made, nor clean linen placed in the room.We went back to the front desk and walked another two hours as multiple guests who arrived after us were given a room. When we asked why they were getting rooms ahead of us, we were told that they had reservations, to which we replied so did we!After waiting the two hours at the front desk we were advised that if e had an event to attend we should go on to the event and our rooms would be ready upon our return. So not being able to refresh ourselves or change our attire, we went to our conference as we were.Upon returning from the conference, we again went to our rooms only to discover that they still had not been cleaned. During this whole process we were never offered a refund or even a discount on our rooms.We made attempts to call the number on our card and did not receive an answer. We were told at the front desk that you would be in touch with us. However as of today October 21st at 5:45pm we still have not gotten any response from you!We were finally given a room at 9:53 pm on Friday evening, six hours after our arrival. As of today, October 21st we have not been refunded the extra fifty dollars you charged per room for a deposit. This was the most horrible experience with a motel I have ever had. It would have been bad enough if I had been alone. I was totally embarrassed as I had brought two guests with me for whom I had reserved rooms. This was a total nightmare! I would respectfully request that our deposit that was supposed to be returned already would be returned, and at the very least a partial reimbursement for these three rooms!

• Initial Complaint

  Date:11/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 booked this stay for 6 days. I had previously rented from them and was given a 2.5?? room. I needed to book another hotel due to my apartment not being ready to move into. I was charged more this time and was given a room that I wouldnt have been comfortable letting a cREMOVEDlive in. The ceiling was leaking from the toilet about us. The toilet in our room was also leaking. The sheets and towels smelled like they had been washed in a n ashtray. They was no soap. The bed was so worn down and sunk in on 1 side that my husbands back started hurting after sleeping for only 2 REMOVEDhusband went and complained the next morning and they said the lady that usually stays in that room doesnt smoke inside! If you want a different room you will have to pay an extra $150. My husband paid it to keep me from suffering. The room he paid extra for has no heat or towels and a super thin blanket. They just threatened to charge my husband for my REMOVEDWhen he came to visit in my hotel.

• Initial Complaint

  Date:08/31/2025

  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.

  Beware - this hotel will give away your room even after you confirm your reservation. I came into town for a concert and stopped by in person to check in. They told me my room was confirmed but not clean yet, and that I could leave my vehicle there if needed. The guy at front said if Id be back after 11 PM that I could call in advance and theyd accommodate me by leaving the key in a box out front. I called later that evening as instructed, and REMOVED(or REMOVEDcant remember), said that I did not have a reservation for that evening. I informed her that she had called the day before to confirm my arrival and left a voicemail, about my discussion with front desk guy that day, and that my reservation was confirmed with REMOVED. She told me that they were sold out and that it was an error on my part. She was incredibly rude and unprofessional for a mistake on their end. I told her this was unacceptable to treat a customer and she got really tacky. I tried calling the manager, REMOVED, who never returned my call and her voicemail was full. Hopefully others heed my warning and do not stay here. Now Im trying to fight a refund for a service that was not rendered.

  Customer Answer

  Date: 09/01/2025

  Receipt

  Business Response

  Date: 10/25/2025

  The customer booked through a third party, Expedia/REMOVED. We did not charge the customer, Expedia/REMOVEDcharged the customer. We apologize for not having the room ready upon his return. 

• Initial Complaint

  Date:06/19/2025

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  Where do I start! Was not as advertised. Reservation was made for a king ground floor room, got a double queen room on second floor, mind you we are both disabled. No hot tub and pool was ice cold. Tried to go to game room twice but lobby locked, called front desk and asked about it and was told not busy so they locked up. Had to use towels over again but I feel 5 days is too much. No blankets on beds, no phones in rooms, housekeeping did not check if we needed anything. Went to ask them about getting toilet paper and coffee, trash bags, waited 30 minutes for them , housekeeping did not speak English , we ended up buying coffee. Fire alarms went off and no one checked on guests . Kinda annoyed by all the signs about being fined for everything. In all we left 3 days early and it wasnt a happy anniversary or birthday celebration that we planned . Have yet to receive deposit or any response from management.

• Initial Complaint

  Date:01/16/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  They will not return our deposit. They threatened us with legal action due to the review left on them. They said remove the review or I will call my lawyers. I would like my deposit back.

• Initial Complaint

  Date:10/03/2024

  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 have a loyalty card filled out and signed by the hotel employees- the 7th night should be free according to their own policies.I requested to use the loyalty card and the owner denied it, she then started calling me a prostitute and drug addict, yelling at me on the phone I proceeded to explain to her that her own employees signed the card and she stated she didnt give a dam.I work in the hospitality business here in Branson and can not believe an owner would act this way toward someone who has spent over $500 at her hotel and never but once complained about bed bugs.,

  Business Response

  Date: 11/08/2024

  REMOVEDS REMOVEDstayed in our facility on and off few times, she received a special rate with the agreement that she will not get free nights stay due to her special rate 

  however she would try to bring a loyalty card with exes instead of initials so it would not identified who gave her the cards, we found out later one of ex employees has taken a hand full of cards and gave them to random friends, when an employee confronted REMOVEDshe screamed in the lobby office and started calling her names, REMOVEDis not allowed  back on property for bringing Bed bugs to the facility and drugs left behing in the room, she also refused to respond to owners 

  phone calls and called the owners inappropriate names, there will not be a refund issued to REMOVED

  REMOVED

• Initial Complaint

  Date:07/13/2024

  Type:Facilities 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.

  The place advertised that the place had hottub,game room with over 400 games a fully equipped kitchen, 4tvs and a pool. This was confirmed when i called and confirmed reservation. Once we arrived we found out the hottub was not available the stove didn't work only one TV worked and the pool was contaminated and they said well we will report it. Vacation we spent a fortune on ruined due to incompetence

  Business Response

  Date: 08/20/2024

  hello,i as soon as there was a complaint about the oven we went to replace it with another one, however the maintenance man forgot to check the oven before exchanging it that it was the operator or the children did not use it properly to bake the cake so the oven was fine, the hot tub was temprarly broken and we could not get the electrician in for that weekend til monday, so the guests decided to take show tickets to compansate for the tub that were complimentary to guests, when we checed with the guests 2nd day there they were very happy with the attention they got to correct things,i dont understand why this is an issue now when they all left happy, all had stayed the whole time did not leave early, had free breakfast each day, used the outdoor pool and our game room

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 May 5th I went online to the Branson King Resort's web site and reserved a condo for the dates of May 24, 25 and 26 of 2024. I received conformation by email. The total cost was to be $278.04. On Wednesday May 22, 2024 I called and canceled those reservations. The person who took my call told me they canceled the reservation and that is where I thought is was concluded. On the 24th of May 2024 I go to pay for something and I have no money. The resort charged me full price. REMOVEDconfused me with another person staying that weekend named REMOVED. They have stated that fact to me through text with the manager REMOVED.The issue is REMOVEDcan not figure out how to refund my money. In text REMOVEDhas admitted they made a mistake and that the resort owe's me a refund, but they can't get it to go through she claims. "I have tried three times and its to much of a pain to deal with". Barb's exact text to me on Monday June 10th. REMOVEDignored my requests for a refund for a week and a half as she was convinced I was this REMOVEDperson trying to get over on her. I had to high light the name and address of my confirmation email to get her to realize I was not associated with this REMOVEDperson. This had been the worst place and person to deal with on every level. Rude as I have ever been treated by anyone. My conformation number was REMOVED. I just want my refund asap. I have all correspondence with the manager either in text form or recorded on a recording app. I have proof of everything I'm stating. This has went on too long already. REMOVEDis now asking if my bank will stop payment. It's way to late for that. My bank can't help me. I hope you can. This amounts to theft, and I am getting the paperwork together to file in court. Not sure how it is in REMOVED, but they have to come here to Oklahoman for court. They will pay for everything I'm out on trying to get this resolved if it comes to that. I hope you can keep it from going there. Thanks

• Initial Complaint

  Date:04/30/2024

  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 booked a stay at Branson King REMOVEDon March 5th and paid in full through Booking.com prior to arrival (see attachments). At check-in on March 12th, they asked for my credit card and I gave it, assuming they were putting a safety deposit on the room. Upon returning home, I checked my statement and I had a charge of $131.32 from them at time of check-in. I contact the REMOVEDand explain the situation of being double charged. The receptionist states they "have an inspector here and would call me back". I never receive a call back. One week later, I call again. I speak to another employee who tells me they don't have the ability to check payments/charges and they take my contact info, again. For four consecutive weeks I call and speak for four separate employees and receive the same brush off from each of them; I am never connected with a member of management who can look into the issue and give me my refund for the erroneous charge. Finally, a part-time employee named REMOVEDprovides me with REMOVED's (the manager's) email and tells me she responds to email daily. I email REMOVEDon April 2nd explaining the problem and provide the same attachments I am supplying BBB with. She never writes back. I verify the email and it is accurate. Now it April 30th and I am no closer to a resolution. I have no way of resolving this on my own; this place is 8 hours away from me. When I contacted Booking.com on 4-18, they stated that I have to take this up with the property directly...but I literally cannot reach anyone of authority there! It gives the impression that they are taking advantage of tourists, because they can use distance to ignore complaints. I am appalled by the lengths I'm going through just to correct THEIR mistake. At minimum, I want to be paid back the money they stole from me at check-in ($131.32). Ideally, I want a full refund due to their horrific customer service (The $108.41 from my online booking + $131.32 they charged me at check in for the $239.73 total).

  Business Response

  Date: 05/23/2024

  I Have tried to contact REMOVEDtwice, his messege specifies he is out of country, i spoke with booking and they confirmed that there is payment awiting to be charged by Branson King REMOVEDthat has not been collected yet so we did process the payment from booking today and we would like to refund REMOVED,s charge however the info on his credit card detailes has expired since we do not keep records of customers credit cards for more than 14 days, i would like to refun his money if i can get in contact with him soon, i can send him a company check, zelle or just refund to his credit card, please let me know i would also like to get him free nightv stay in our new studios and some show tickets if he would REMOVED, sorry about the inconvenience our new employee has overlooked the booking info

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 rented 2 rooms on 28 July 2023. We had room 409 and 410. Room 409 the sink did not work, the a/c did not work, only 1 bath towel and there was no trash can. Room 410: we were told we can not check in at check in time due to room was being cleaned. When we did get in our room, there was toenail clippings all over the floor, child's beads all over the floor, sink was filthy, there was a old coffee packet full of mold left in coffee maker, only 1 bath and 1 face towel and trash on bathroom floor. I contacted the lady cleaning rooms and was told she will come back and clean room, bring towels and a trash can. She never came back, font counter was notified and I was told we have no more towels and nothing they can do about rooms. Next morning I asked to speak with a manager and was told she would call me as she is not there. 9 hours later I called back and got to speak with her,she said I know who you are and said she would call me later due to being busy. I have called asking to speak to her for 5 days and she will not return my call. I'd like to speak to management. There are health issues and everyone there didn't seem to care? How can you run a business like this and not at least attempt to take care of your customers? What is so hard about calling a customer back? CALL ME AND RESOLVE THESE ISSUES!!