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:05/16/2024

  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 stayed at the ********* resort recently and noticed there were several unauthorized charges to my account upon receiving my receipt. *** tried numerous times to call the resort, there is no one answering phones. I submitted a claim to their website on May 6 and was noticed via email that someone from the resort would contact me directly in 3-5 business days. It has now been over a week. I spoke to a supervisor with ******** customer service today who informed me that he could also not reach anyone at the resort and there was no way for him to help me at this time. My bill included over $500 in charges to my room on days that I was not even staying at the hotel (February) and also several charges for valet parking when I did not have a car on the premises.

  Customer Answer

  Date: 05/17/2024

  Additionally, I have receipts for all of the transactions with the resort. Including credit card statements showing payments made for reservations, the original booking receipt indicating I am only responsible for the daily resort fee of $360.75 at checkout, the receipt for one day of valet parking which was paid for on a separate credit card, a dated receipt for the returned rental car which indicates that I did not have a car on the property for the majority of my stay. I have been unable to provide these to the resort due to their lack of communication. 

  Business Response

  Date: 05/17/2024

  Good afternoon *************

   

  Thank you for contacting us. For your reference I have attached the receipt. Regarding the charge in February I can see that you booked 2 excursions and since we needed to reserve them for you these were posted to the account. The valet charges were posted since this service was utilized.

  
  I trust this is able to provide you with more information.

   

  Sincerely,

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

  Rooms Operations Manager

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21724017
  
  Additionally, I have receipts for all of the transactions with the resort. Including credit card statements showing payments made for reservations, the original booking receipt indicating I am only responsible for the daily resort fee of $360.75 at checkout, the receipt for one day of valet parking which was paid for on a separate credit card, a dated receipt for the returned rental car which indicates that I did not have a car on the property for the majority of my stay. I have been unable to provide these to the resort due to their lack of communication. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/17/2024

  Find attached the folio. Everything was charged correctly.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21724017
  
  I am rejecting this response because: I would like an explanation of the two charges in February (Big waterfall SJN and Zip JQ) they are not included in my original receipt. I did not have a vehicle on the property April 30-May 3rd. Why would I be charged for valet parking on those days? I have included the original booking receipt which indicates what charges I am responsible for which is the daily resort fee only.  Also, the valet parking receipt which was paid on a separate credit card. Staff was notified at the time that we no longer had a car on the property and valet should not be charged to the room. I will be disputing the additional charges with my credit card company today. 
  Please let me know what other information you need to make the corrections. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 05/21/2024

  I did not book any additional excursions. I am once again attaching the booking confirmation which indicates hotel and flight. At no point did I request any excursions be booked through the resort. 
  I have once again tried calling the accounts department at the resort to discuss this over the phone with no answer. 

  Business Response

  Date: 06/04/2024

  We have contacted the guest and removed the charges.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21724017
  
  I am rejecting this response because: I was contacted by the hotel, but unfortunately they did not refund the excursions which they acknowledged were charged by mistake. I was refunded a partial amount, but it is unclear what that partial refund was for. There was also an additional charge added to the account for $119 which is also unclear because there is no description and it doesn't match up to any amount that I owe. At this time, I am still being charged $766.66 and therefore I am still waiting to be refunded $385.

  $360.75 for the daily hotel fees as documented in my booking that was provided to the hotel and $30 for the use of valet parking. I was asked to email the front desk manager so that they could make these corrections. This manager was emailed on June 5th but there has been no response since.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/31/2024

  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.

  I hope this email finds you well. I recently stayed at ********* March *****; we departed the hotel early because of safety concerns (doors falling off the ************) and high suspicion of mold and other toxins. The pool water was cloudy and unsanitary. I think this facility should be inspected by the ***** of ****** of ***********. Please advise of any additional questions. The staff, specifically, ***************************, was dismissive and non hospitable.

  Business Response

  Date: 04/02/2024

  Good afternoon Mr. ************** appreciate your concern. Out hotel is inspected by the **************** health department, Marriott and various other entities complying with all their requirements.

   

  Regarding your rooms we were able to verify them and they do not have any deficiencies.

   

  Thank you once again for staying with **.

   

  Sincerely,

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

  Rooms Operations Manager

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21510824
  
  I am rejecting this response because I believe the hotel should be inspected by a third party because of its sanitary deficiencies and business practices. Please see below, which highlights my experience at the facility

  I just wanted to share the terrible experience that I had at ********* 3/28-3/31.  Of note, Edgar Santiago should not be in customer service; he should not be employed. His commitment to service is terrible and not the standards of a *************** He was rude, dismissive and everything a service provider should NOT be.  
  
  Of note, when we checked into the hotel, connecting rooms were not available; I had previously guaranteed connecting room with *********** from reservations.  After paying additional money to the staff, connecting rooms suddenly became available.  
  
  Upon check-in, the rooms were terrible.  The rooms had an odor, the closet doors did not work, the closet drawers did not work, and the telephone did not work.  I voiced my concerns 3/28 to ***** and none of them were addressed.  There were no other rooms available in the hotel.  In addition, the rooms were very noisy.  This should have been disclosed during the reservation.  We requested to switch rooms but there was no availability in the hotel.

  In addition, the pool accommodations were horrible.  The pool was dingy and not clean; there was no chair availability and no towel availability.
  
  On 3/29 and 3/30, I contacted ***** with the same issues and they were not addressed.
  
  On two separate instances, the mirror became dislodged from its track in the closet and could have injured my kids. This incident is a HUGE liability as I had disclosed the door issue multiple times.  I have pictures of the mirror, the misaligned drawers, and the non-working telephone. 
  
  We left the hotel early and checked into ******** Reserve because of the unacceptable service, the lack of concern for safety and the overall odor of our accommodations.  
  
  ***** made NO effort to improve our accommodations or our overall stay.
  
  
  

  Business Response

  Date: 04/03/2024

  Good afternoon Better Business Bureau

   

  In this situation the hotel will not provide any compensation.

   

  We have also reported the guest to Marriott Corporate due to their behavior.

   

  Sincerely,

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

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21510824
  
  I am rejecting this response because I would like a third party to investigate the safety of the site, the potential presence of mold and other health hazards, and the customer service.  I have not heard from Marriott corporate to discuss my concerns.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/26/2024

  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.

  My wife and I checked in on Tuesday 6 Feb 2024, and we booked a 1-bedroom partial ocean view suite on the top floor for 9 nights (confirmation #********). We requested a feather-free room with hypoallergenic bedding since my wife has allergies, and accessibility features in the bathroom due to her disability. When we arrived to the front desk, we were told the room was not ready yet and housekeeping needed more time to set up the feather-free room. We waited in the lobby for over a half hour before the room was ready. When we arrived to the room, it had not been cleaned at all. The sheets and duvet had not been changed from the previous guests' stay. There was hair in the tub, trash on the floor, and the toilet had not been cleaned or flushed. There was hair and stains all over the bed. I informed hotel management of the issues, and they sent housekeeping to clean the room and to set up the hypoallergenic bedding. I explained to the housekeeper, ***************************, the issues and showed her the bed, and she said she would take care of it. She began talking on her personal phone to someone, and she was talking about my wife and I in Spanish. She called us "annoying guests" and that we were "nitpicking" at the issues in the room. She cleaned the room and left without saying a word, but she did not set up the feather-free bedding. The next morning, my wife woke up to an allergic reaction. I called hotel management and two men named **** and *****/******* entered and inspected the room, and found that the bedding was not feather-free, and that the actual pillows were dirty with urine and other stains. **** was the one who confirmed the bedding was not feather free and he said he would have someone change it. Later that night, the kitchen ceiling started to leak. We informed management and asked them to fix it, but they told us they could not fix it then and sent a bucket to catch the water. Maintenance never returned to fix the issues, even after I called the next day.

  Customer Answer

  Date: 03/08/2024

  In the bathroom, the showerhead fixture fell off as my wife was in the shower and we had to wait for maintenance to come fix that as well.
  During our 6th night, I called housekeeping 4 times over the span of 2 hours requesting cleaning services. At around 8:30 PM, the same housekeeper from the first night, ***************************, knocked on the door and my wife answered. She asked her in English if I needed service, and she said yes, and ********** said, "Are you going to be in the room?" and my wife said, "yes, I'd be on the couch." She rolled her eyes and called my wife out of her name in Spanish under her breath. I asked her what the issue was, and she laughed and said there are no issues. We felt uncomfortable with her in the room with our stuff alone, and she said she would have a supervisor come to the room to speak to me, but a supervisor never came. My wife called for service as well but the front desk kept ignoring our calls.

   

  I have tried contacting ********* for weeks with no response. 

  Business Response

  Date: 03/12/2024

  Dear BBB

  We had multiple situations with this guest. 

  Since the beginning the room were setup to their request but they made the remarks hours after they arrived. Our housekeeping went to the room and the used items were by them. 

  We provided hypoallergenic items pillows in this case. The next day they also requested to have the duvet removed which we did. 

  During their 9 days. 

  First day they were disrespectful to the front desk staff insulting them...  That night they also were disrespectful to the housekeeping staff and we needed to send a manager for them to control their behavior. 

  Second day

  Me and the housekeeper director went to the room because they kept telling us that the room was dirty it was not. We offered to move them which we kept a room set aside for them for 2 days and they didn't even see it and declined moving. 

  This day they also called Marriott Corporate and were disrespectful to Marriott Corporate till the point that ******** disconnected the call and added remarks to their account that they were not going to work with them. 

  This day we also provided to them brand new linen,towels, pillows everything. 

   

  Third day

  They decided it was ok to throw all of their linen and towels to the hallway and we started to receive complaints from the other guest in that floor. 

  We also got complaints from them arguing and security needed to address the situation 

  Fourth Day

  Same situation with linen thrown out to the hallway. They were explained that if this continued they were no longer welcomed at the hotel. 

  More yelling and arguing between themselves. Security provided them the last warning. 

  Eighth day

  The lady in the room was screaming due to her having her period and she was in pain. We offered to call an ambulance because she was screaming and she was thrown at the floor. We offered to call an ambulance which they declined. 

  They also started to argue and yell between themselves. 

  They decided to leave 1 night early without no explanation and the hotel waived any penalty  for leaving early because we were almost at the point to ****** them out of the hotel. 

   

  As a gesture of good faith the first day I provided them compensation of $150. After they departure they contacted ******** Corporate once again and ******** Corporate advised them  that the hotel handled the situation correctly and they were not going to do anything else. 

  From the hotel we will not provide any other adjustments due to the difficulties and lack of respect they had towards the staff. They negatively impacted other guest and this is unacceptable. 

  Sincerely

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

  Rooms Operations Manager 

   

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21349867
  
  I am rejecting this response because: ********* charged my credit card for the full stay (9 nights). My credit card company confirmed this. My wife left a one-star review on ****** about our experience staying at *********, and hotel management responded to the review saying that they would contact us to resolve the matter. I called the hotel multiple times, requesting to speak to ***************************** or another manager, but they kept telling me a manager was not available and they did not return my calls. This is *********** response to my wife's review: "Saludos *******! We're deeply sorry for the series of unacceptable experiences you encountered during your stay. Your feedback is invaluable, and we're committed to addressing each issue mentioned to ensure it doesn't happen again. Please allow us the opportunity to make things right. We'll reach out to you directly to discuss this further."

  It is unfortunate that ***************************** chose to be dishonest in his response to you, as many of the details he included are false. We took pictures of the suite when we arrived, and we also have a recording of the conversation between ********************** (housekeeping director), my wife and myself, where **** says in Spanish that the bedding was not hypoallergenic and needed to be changed. The site does not allow me to upload the recording. 

   

  Does ********* have evidence of the complaints about noise and towels? Other guests were allowed to leave food, garbage and other items to be removed outside of their rooms so housekeeping could pick them up. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/10/2023

  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.

  Our vacation at ********* Resort in *********** was horrible. Our hotel room was falling apart from day one. The air conditioning was not working properly. Temperature in the room would not stay at the set temperature 72 degrees. At night was worse, we would have to get up every 2 hours because it was either too hot 75 degrees or it was too cold 68 degrees. The face of the thermostat unit was peeling, kind of like deteriorating, so we asked for the thermostat unit to be replaced. Even after it was replaced the temperature would not stay at the set temperature 72 degrees. There was no water pressure from the shower and showerhead was broken. Only a quarter of the showerhead was working, no water would come out from the other three quarters of the showerhead. So, we got a showerhead that work, but there was still not enough pressure. The sliding door to go to the balcony was hard to open and lock was not working. Maintenance guy showed up like 4 times to work on the sliding door lock, when he finally got it to work it only worked for a day the next day the lock would not work. We told him that it was too hard to turn the lock and that we would need a pair of pliers to lock it. That never got fixed. The toilet seat was loose and had to be fixed. They came and adjusted it. The toilet paper holder was broken; toilet paper roll was falling down because the arm was loose and stayed broken because they never came back to fix it. We had to call housekeeping to have new pillows because they smelled horrible. For our first four days we had to go every day to the reception desk for them to come back to work on these problems. We offered suggestions to them, which it help like a new thermostat and a new showerhead. I spoke to a young man *************************** in the front office reception area that saw my frustration and he tried to help us with our room as he saw nothing was getting fixed. ******************** said to me that he would remove all the resort fees from our bill. ******* the manager in reception was not as compassionate, he was so ruthless, inconsiderate and on top of all he screamed at me, he does not care for his guests.He did not approve for all the resort fees to be removed even though ***** had promised me that he would. Room ******************************************** Room ************************************************************ there. We had a horrible experience at ********* Resort in ***********. We would like to have what we were promised, credit to my account, all ********************** fees to be removed.Thank you and regards, *************************** *********************** ************ *****************************

  Business Response

  Date: 07/13/2023

  Please accept my apologies for the inconveniences that you encountered during your stay.
  
  I have discussed your letter with my engineering team and Manager to take corrective action to ensure that our rooms are in optimal working condition and flawless.
  
  ****************** is a valued customer and everything we do is aimed at providing her with an excellent hotel experience. Guest reported A/C issue on the first night Room move was offered and was declined, guest was credited $150.  Our engineering supervisor personally went to the room to verify inconvenience reported and everything was working properly. 
  
  Once again, please accept my apology. We would like to regain guest trust.

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

  Operations Manager 

   

  
  

  Customer Answer

  Date: 07/16/2023

   
  Complaint: 20301484
  
  I am rejecting this response because:

  We do not accept this response. Room available offered to us was not up to par. Resort did not have an ocean front view room available like the one we booked. **************** was there to fix things and after all some of those broken things stayed the same, broken. We had to spend our vacation time for them to try to fix the list of things that were broken and damaged in that room. Because of all these things not getting fixed, ***************************, from front desk, told us that he was going to credit all resort fees for all six nights and that is what we would like to have. Resort Fee per day $65.00 plus Resort Fee Tax per day $7.15.  For some reason these fees were not credited.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/28/2023

   Ms., ******* you are valued customer and everything we do is aimed at providing you with an excellent hotel experience. We will be issuing you a credit of a credit of ****** Marriott points to the following number ********* additional to the credit already given for the inconvenience during your past stay of ****** as a gesture of customer service.