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:04/02/2025

  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.

  Good morning,This is a formal complaint regarding my stay at Secrets **********************, ******************, from March 28th onwards (five-day reservation). On the night of March 28th, I was wrongfully evicted from the resort due to a false accusation and a misunderstanding exacerbated by a language barrier. This eviction was carried out without any explanation provided to ***** central grievance is the hotel's failure to ensure my safety and well-being. As a lone female traveler in a foreign country with limited Spanish language skills, I was placed in a severely compromised position. My requests for help at the front desk were denied, and I received no assistance. Instead, hotel staff subjected me to verbal abuse, and hotel manager **** and his staff refused to offer any alternative room or accommodation, or allow me to remain at the resort until I could arrange safe transportation back to ******************I wish to emphasize that camera footage will verify that I did not engage in any wrongdoing and that I was later informed I would be welcome to stay at the resort in the future, highlighting the inexplicable nature of the eviction.The resort's actions left me without shelter, transportation, or support in a foreign country, creating a situation that directly endangered my safety. I am deeply distressed and dissatisfied with this egregious treatment and will escalate this complaint to the highest possible authority and pursue all available legal options to seek a resolution.Sincerely, ********* *******

  Business Response

  Date: 04/22/2025

  Thank you for contacting us regarding the complaint submitted on behalf of ******************************* #********).
  According to our understanding, Ms. ******* and her companion were asked to depart the resort after one night due to violations of the hotels rules and policies.Please find attached a summary of the incident, as documented by the resorts management.
  Ms. ********* and her companion were offered assistance in securing alternate accommodations while securing necessary funds. Additionally, they were refunded for three (3)unused nights, as they stayed only one (1) out of the four (4) prepaid nights. This incident was also reported to the Embassy of the United States of America on the same day to ensure that appropriate documentation and support were provided.
  While Ms. ******* is fully within her rights to pursue further action, the resort's management maintains that the situation was handled appropriately and in accordance with the property's operational standards. As such, this case has been considered closed by the resort.
  Thank you for contacting the Hyatt Inclusive Collection, ************* Team.
  ********* R. *****
  ************* Specialist 

• Initial Complaint

  Date:08/05/2024

  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.

  My husband and myself pre paid for 3 vacations through AM Resorts, but now we can not get through to anyone about booking them! We have called all of the numbers, emailed the email addresses, nothing. We just want to book our vacations that we paid for

  Business Response

  Date: 08/12/2024

  Thank you for your inquiry on behalf of *******************************: Complaint 22096530.

  *********************** has not provided any detail information relating Hyatt Inclusive Collection Resorts to her claim.
  We recommend that she reach out to the entity which she paid for the three (3) vacations.

  
  Thank you for contacting the ************* Team at Hyatt Inclusive Collection 

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

  ************* Specialist

  Hyatt Inclusive Collection

   

• Initial Complaint

  Date:06/29/2024

  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.

  On June 21, my party of 5 checked into Breathless Riviera Cancun All Inclusive Resort. Throughout our entire stay, the employees were rude and racist towards our ***** of Asians, making racial jokes and gestures. Part of the reason for booking this resort was the all inclusive package which is supposed to include unlimited food and beverages, including alcohol. Throughout our stay, we were asking our servers for liquor as this is something we already paid for. Servers kept telling us no and that it wasn't allowed. This is extremely rude and unacceptable since we paid close to $10,000 for this vacation. We checked out on June 27 and voiced our complaints to the staff at the front desk. To which they responded with additional racist and rude remarks. On June 28 and June 29, I reached out to *****, who owns the resort with my feedback to a simple apology. I inquired about my Hyatt points being added to my account and was told that the website I booked my reservation was a third party website and is not eligible for points. I booked directly through Hyatt's website. The agent was rude and unapologetic while lacking knowledge of the policy and properties that were part of ******* portfolios.

  Business Response

  Date: 07/10/2024

  Thank you for contacting us regarding this complaint for ****************; Complaint:21921391
  
  Thank you for contacting us regarding the guests concerns. We have been in communication with Resorts ********** of ********** Riviera Cancun.
  
  According to the attached email response compensation has been issued in the form of Hyatt member points and the guest has accepted. No further compensation is warranted.
  
  Thank you for contacting the ************* Team at Hyatt Inclusive Collection.
  
  ***********************
  ************* Specialist 

• Initial Complaint

  Date:05/31/2024

  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 attached a letter including many more details. I am unsure if you are able to assist with issues outside the ** but if not maybe you can direct me with who can help.Where: Dreams ************** (room 2212)When: 04/29/2024 - 05/04/2024 Complaint: Bed Bugs Resolution: None - I have tried resolving this issue with the hotel when still in ******, I then contacted ***** upon returning and I have been told that I agreed there were no bed bugs when they came and searched my room which is not true at all, I never agreed to such a thing. ***** has told me the issue is resolved while offering no resolution other than calling me a liar. I have attached a physicians note confirming the bites on my body are from bed bugs, they match the pattern and style of bed bug bites and occurred nightly in the room. I have attached my letter giving all the details, and many photos of the bed bug bites, the bed bug stains, the bed bug p*** they leave after feeding and more. Not only was my vacation very hard to enjoy with tons of itchy red bites all over me and the lack of sleep due to being grossed out and scared of being a bug buffet each night; But upon returning I had to leave my luggage outside, I have bed bug stains in my luggage, I have had to carefully wash everything I own on the highest heat setting for multiple cycles and things that cant be washed have to be stored in the freezer for at least 5 days at 0 degrees F. I constantly feel like bugs are crawling on me, I fear the chance of bringing these bed bugs into my home. Its very mentally and physically draining, I have scars on my ankles and legs from the insane amount of bites and itching.I am seeking reimbursement for my room stay and replacing my luggage. The hotel did not do their job in keeping their rooms clean and their guests safe and this is something no one should have to deal with when on a vacation.

  Business Response

  Date: 06/05/2024

  Thank you for contacting us regarding this complaint for *******************************; Complaint: 21783977
  
  We have been able to confirm ******************** booked her stay through the merchant Apple Vacations and utilized a Travel Agency.  
  
  Please redirect this case to the Merchant of record.  As a courtesy, I will be forwarding the documents to the resort and tour operator for follow-up with ********************.
  
  Thank you for contacting the ************* Team at Hyatt Inclusive Collection.
  
  Best regards,
  
  *****************************
  ************* Specialist 
  
  

  Customer Answer

  Date: 06/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21783977
  
  I am rejecting this response because: I have tried contacting the resort directly multiple times and received zero response, I have notified my travel agent who is also assisting on the case, and I have reached out to Hyatts customer service ************************ and they are stating that I agreed there were no bed bugs in the room which is a bold face lie and something I never agreed about. Although I did book through a travel agency this is a matter of the hotel denying bed bugs even with my complaint while at the resort and my photo evidence and physician note which is why I have reached out to the BBB because the hotel is doing nothing about this case. There are many reviews on the resort of bed bugs and they deny all of them. I am not going to let this slip through the cracks and be brushed off. I am happy to do what needs to be done on my end to help in resolving this issue but the resort has already denied and lied about this situation. Does a new complaint need to be opened or will this be escalated for the response of the resort through the BBB.
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/12/2024

  Thank you for your follow up inquiry on behalf of ******************************* 21783977.

  As previously advised the merchant of record is Apple Vacations and we recommend if the guest is not satisfied with the resorts response she reach out directly to the Resorts Managment as well as the ************* Team for Apple Vacations. 

  As a courtesy, I have forwarded the guest comment to both the Resort Managment as well as the tour operator/merchant of record.

  ********************************
  ************* Specialist
  Inclusive Collection
  E. ************************
  

• Initial Complaint

  Date:05/17/2024

  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.

  We had an all inclusive trip planned, due to death in the family and passport delays, we asked to reschedule the trip. Even if we had a penalty, the airline was willing to do that, but the hotel resort ignored our requests. I was told they would get back to me and after multiple attempts to contact everyone, I still have no service response. We didn't want to risk wasting all the money we paid already, so three people went on the trip, I have asked for a refund or resort credit at least for the room we never used, but the hotel has never responded to us. I've attempted for months now to call, email, contact whomever at Dreams and have been ignored.

  Business Response

  Date: 05/21/2024

  Thank you for contacting us regarding this complaint for *********************** Complaint: 21725162
  
  *************************** booked a non-refundable package online July 15, 2023, for her family of five (5) without the assistance of the Dreams Reservations Team.  **************** received confirmation of her purchase on the day of booking to include details of any cancellation as well as the terms and conditions of the contract.  
  
  The non-traveling guests are considered a no show.  No refund is applicable in this case. See attached details.
  
  Thank you for contacting the ************* Team at Hyatt Inclusive Collection, AMResorts, LP.
  
  ********************************
  ************* Specialist 
  
  

  Customer Answer

  Date: 05/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21725162
  
  I am rejecting this response because: the booking never indicated that it was nonrefundable, the day I called to discuss options on 12/23/23, it was the hotel that decided due to holiday it was a "black out" dates, but this was never acknowledged or notified the day of booking. This company also never responded to anything and never notified what the status is. While I am fine without a refund, we should've been given credit for the 1 room to be used later. The airline did allow credit which the booking company lied and said it was not changeable. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/24/2024

  Thank you for your follow up inquiry on behalf of *********************** Complaint: 21725162 
  As indicated in our previous response *************************** made this reservation herself online July 15, 2023, for her partys stay.  She clicked to accept the terms and conditions of the contract which clearly outlines the cancellation policy. It is the buyers responsibility to review the cancellation policy before applying payment.

  
  Many airfares and hotel reservations are nonrefundable and nontransferable, and you may be charged 100% cancellation/change penalties. Changes to, or cancellation of, a Basic Economy flight will result in forfeiture of tickets. Passengers who do not travel are subject to 100% cancellation penalties. Hotel cancellation penalties are established by the hotel. Review the hotel profile for more specific information on hotel cancellation penalties.  
  
  In addition, the attached itinerary also states in red lettering the hotel is 100% non-refundable.
  The guest has submitted an email from the Agent *************************** who advised the hotel policies for cancellations and modifications are very strict for these dates and a 100% penalty for cancellations.
  For your convenience I have attached both documents and ask Ms. ****** to refer to the details included.  
  No refund is applicable.
  

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

  Customer Care Specialist

  Customer Answer

  Date: 06/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21725162
  
  I am rejecting this response because: You're response if crude and I don't have to accept it, all I know I will never book with your organization again. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/31/2024

  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 bought into the AM Resorts in 2015 on my honeymoon and became a Pearl member. Upon payment of my membership I earned 7 premiere nights which were nights to use at the resort. I was never told of a time of expiration to my premiere nights and when I went to use them this year ********* ********* club, who is owned by AM Resorts said that my premiere nights expired and an email was sent. AM Resorts has been hack so many times so many people have all customer information and I constantly got spam calls and emails to buy my account/contract which is why I rarely looked at their emails. Even though I spoke to them yearly to pay may annual fee no one ever disclosed information of my premiere nights expiring. Nonetheless, they said I lost my weeks vacation with no remorse.

  Business Response

  Date: 02/02/2024

  Thank you for your inquiry on behalf of *************************: Complaint ********
  
  Please know, Hyatt Inclusive Collection does not oversee or manage ********* ******** Club, they are a separate business entity that is associated with Inclusive Collection through the properties in our portfolio.  
  I have forwarded this inquiry to *** Management for ****************** along with a request to follow up with him directly.
  ****************** can also reach out the *********************** Member Services directly.
  Mailing Address:             
  ***********************               
  **********************************;          
  Miami, FL *****               
  Phone Numbers:             
  US & Canada • **************
  Mexico • ************
  Fax Number:     
  ************** 
  Email Address:
  ****************************************  or ******************
  
  Thank you for contacting the Customer Care Team at Hyatt Inclusive Collection
  ********************************
  Customer Care Specialist
  

  Customer Answer

  Date: 02/06/2024

  I’d like to wait and see if the part of the company they’re saying responsible responds before I accept or reject the response if that’s ok. Please advise. Thank you for everything as always !!

• Initial Complaint

  Date:12/12/2023

  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.

  I booked a vacation at one of the resorts around 11-05-2023 for me, my husband, and 3 of our children. The travel includes flights as well. Between the initial deposit and payoff (a 3 weeks time period) the agent was great with communication and answering questions. Three weeks ago I reached out to ask if the airport could be changed for two of my children because they’re in NC and we are in MD. She stated in would be an add’l $2k because it would be with ** vs. ****** who our current flights were with and I could get a credit. I asked her to hold off so I could see if I could get the tickets cheaper. I was able to find cheaper tickets through ******. Originally $575.00. I tried to contact the original agent 3 times, no return call or email. I spoke to another agent who didn’t understand and said they would send a message to the original agent. Fast forward a week-I send agent a msg asking her to call and it’s urgent. There were only two tickets left for the RT but we’re now $850. I was trying to use the credit. I didn’t get a call, the following day I purchased the tickets. I called AM Resorts, spoke to another agent who stated she would cancel those flights and issue a credit(11-8-23) but the credit would be in my children’s name. I reached out to corporate several times to 1. See if I can get a credit in my name because I paid for this trip or if I could get a partial refund. 2. To speak on the lack of continuity of service. No one returns calls or emails. I called the reservation office back to speak with someone after I received a call this morning saying the tickets for my two children were never cancelled after I received an email and a 33 minute call with an agent. Also I have the incorrect confirmation number for my flight so I can’t prepay for seats and luggage. The agent was more concerned about commission than booking me correctly.

  Business Response

  Date: 01/04/2024

  Thank you for contacting us regarding this complaint for *****************; Complaint: ********
  
  Our records indicate ***************** made a reservation for 5 adults and declined to purchase insurance at the time of reservation. ***. ****** contacted the Reservations Team on 12/5/2023 requesting to modify the air for two passengers *************** and *******************.  She was advised air credit to use within 1 year as the flights were nonrefundable/nontransferable published fares for ****** Airlines on confirmation ******.  ***.****** agreed and the flights were cancelled. Available credits for passengers ****** **** and ******************* are $445.13 per person.
  
  According to the attached Terms and Conditions of the contact: All changes and cancellations are subject to availability, limitations, restrictions, and fees imposed by INCLUSIVE COLLECTION and its airline, hotel, and feature/excursion suppliers. 

  Change Fees*
  Applicable air/hotel/feature penalties
  *Change fees apply to new travel date, destination, flight/airfare type/flight times, duration, class of service, departure city, change to lower-priced hotel and complete name changes when allowed by hotel/airline. 
  
  Our records indicate all five (5) guests did travel and have fully utilized all features of the package with exception of the ****** Airline credits above.  No credit is due.
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  ********************************
  Customer Care Specialist 

  Customer Answer

  Date: 01/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The consumer dropped the ball. As I stated, no one was available, nor would anyone return my calls in order to have this "credit" applied to the new tickets. I am attaching the emails I sent to the business and the person I was in contact with. They refused to assist me with this issue. Before I purchased the new tickets, I attempted to use the credit, the agent did not cancel the flights, she instead just issued another confirmation number for the same airport. (I am also inserting this email). I also informed them that I purchased insurance on the new tickets, so I could cancel those if I received the credit on time, to get a refund. I did not hear from anyone at this business until last week, well after my trip was over. At the very least, this company should be able to give ME a credit considering I financed this trip and requested assistance before spending more money. They have not even apologized for their egregious behavior.
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:09/11/2023

  Type:Billing 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.

  Reservation at ******* ***** Beach Resort in the Dominican Republic was prepaid in full via ***** Credit Card (ending in ****) on December 19, 2022. When guest (Authorized User on ******** Credit Card ending in ****) checks into the Resort on February 3, 2023, they were asked to provide a new credit card for the room. Instead of using the ******** credit card for incidentals only, they charge the entire room cost ($2,645.46) to the ******** Credit Card despite the room being prepaid already on the ***** Credit Card (****). I called the resort after noticing the charge on the ******** Credit Card on February 3, 2023 and they told me to email them and they will talk to the manager about refunding the charge to the ******** Credit Card. The Resort never followed up via email or phone call and no refund was ever made (To ******** or ***** Credit Card). I initiated a dispute on the ******** Mobile App on February 9, 2023. As of August 24, 2023, ******** claims the merchant and their bank is refusing to return the money.

  Business Response

  Date: 09/20/2023

  Thank you for contacting us regarding this complaint for ***********************: Complaint: ********
  
  The original land only reservation (************) made by *********************** for his guest ************************* and ************************* has been refunded in full.  A refund to his ***** card ending **** totaling $2637.00 was applied on September 20, 2023.  This credit should be reflected in his account within the next 7 business days.
  
  Per the resorts fraud policy, if the Cardholder (***********************) does not check-in for a reservation and the guest are unable to provide the credit card used to make the reservation, an alternative payment must be provided at check-in.  
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  ********************************
  Customer Care Specialist
  

  Customer Answer

  Date: 09/22/2023

  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. 

  However, the "fraud" policy they are referring to is inaccurate.  This was a prepayment reservation and not a post payment when checking in.  The resort could not send such a policy nor is that policy on AMResorts or *****'s website.  The resort even lied that I was on the reservation.

  Regards,
  
  ***********************

• Initial Complaint

  Date:08/25/2023

  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.

  Hello, I have made a booking for a hotel for a stay. I have also called the hotel to make sure the stay was free cancellation and they said yes before a week of stay. I have canceled due to health reason and now i have been charged $50 for cancellation fee AFTER the hotel said FREE CANCELLATION (I have talked to two reps and they said yes) I have talked to the hotel months ago and told me to contact YOU guys. I am seeking $50 BACK for Damages of this. If i do not receive anything i want a Higher up Level to contact or will take this to court. Booking number: ************ Fun Fact:Hotel said to contact you since they are not responsible with charges

  Customer Answer

  Date: 08/29/2023

  Forgot to add

  Confirmation Number: ************

  Business Response

  Date: 09/05/2023

  Thank you for contacting us regarding this complaint for *************************: Complaint: ********
  
  We were concerned to learn ****************** elected to cancel his reservation.  Our records indicate was booked on February 2, 2023 and ****************** requested a price match at the time of booking for a lower rate with *******.  The rate reduction was granted, and he received a discount of $58.69 the following day February 3, 2023.  
  
  ****************** cancelled his reservation online on May 14, 2023, and called on May 18 to request requested the $50.00 cancel fee to be waived.  He was advised at that time that per the CANCELLATION POLICY:  Reservations cancelled from the time of booking until three 3 days prior arrival incur a $50.00 cancellation fee.  A refund of $532 was processed on May 14, 2023, to his **** card of record. 
  
  As a courtesy, we have refunded the $50.00 cancel penalty on September 1, 2023.  This final credit should be reflected on his next statement.
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  ********************************
  Customer Care Specialist 
  

  Customer Answer

  Date: 09/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Thank you, The resolution is satisfactory to me.

  Regards,
  
  *************************

• Initial Complaint

  Date:08/21/2023

  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.

  Date of transaction: May 10 2023 Date of Trip: Aug 11 - 16 2023 Total Amount: $4,423 Location: ****** ******* Resort Cancun Horrible experience My husband fell and hurt his knee, i asked for an ice pack, took the resort team 45 mins to bring a bag of ice. They only assisted because they did not want us to file a negligence complaint. After that day no one followed up. glass broke in my room, i asked someone to help from room cleaning. we left the room to avoid someone getting hurt. came back after 1hr, glass was still there and my daughter stepped on it and cut her foot. I went to front desk and no one assisted. I asked to speak to a manager and the customer service reps said guests can not speak to managers, on speak to them and they will let the manager know. the only time a manager helped was the last day before we had to leave. Room service came after 1.5 hours at which point my daughter and family already feel asleep. Anyone that worked at the ****** ******* Resort would not assist unless you tipped. if you didnt tip they were rude. every day i spent atleast a few hours trying to get assistance, needing support and no one helped. one day it was so hot that i asked someone for a cold towel for my daughter, i was rejected by three individuals stating its only for guests who come in to check in. upon reviewing this resort online, there are multiple issues with customers having items stolen, employees wait around to get a tip and more money. To a point we had some employees make us feel unsafe if we did not tip them WELL. I just want to forget this horrible experience. it was not relaxing. Constant back and forth just to get our mini bar filled, linens changed and room service. When i finally did get to speak to a manager, he said they would call each morjing and ask us how we were. at which point we would say ok, good and they said that is why no one followed up about the onsite injuries. The manager also insinuated that i was lying to get rid of me. Please HELP

  Business Response

  Date: 08/29/2023

  Thank you for contacting us regarding this complaint for *********************, Complaint: ********

  
  It is our understanding that ************* made her reservation through *******.com and would need to contact *******.com who is the merchant of record.  All reservations made with a third party must coordinate with their merchant to resolve directly with the hotel.  

  As a courtesy we will send *************** complaint to the resort as well.

  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  *********************
  Customer Care Specialist