Complaints

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We stayed at the Grand Orlando Resort at Celebration the 10 -12 of June of this year. Not only do they have a multiple of hidden charges, they charged me $450 for supposedly breaking a TV. My firefighter husband and I never even turned the TV on.. like many people, we use our phones to watch TV and movies... This is absurd. I can't prove the TV was working or not working when we were there, because for one, we spent very little time in the room, and secondly, we never even used it.

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/06/16) */ Hello, we have gone ahead and apologized and issued a credit for this amount ($450) due to the damaged television. Please see the email below that we sent the guests this morning. From: Jeff ******* Sent: Thursday, June 16, 2022 10:39 AM To: *******@Fredhunters.com Cc: ******@fredhunters.com; Aaron ***** <***********@grandorlandoresortcelebration.com> Subject: Grand Orlando Resort TV Charge Good morning, Thank you for taking the time to reach out to us and to the Better Business Bureau regarding your recent visit and the $450.00 charge on your account for the guest room television. We are going to issue you a credit today in this amount back to the Visa credit card that was charged ending in 5428. Thank you for choosing to be our guest and we apologized for the experience you had and hope that after our upcoming renovations you will return to visit and experience our newly improved hotel. Best Regards, Jeff ******* General Manager **** ******* Boulevard ********** FL XXXXX D XXX-XXX-XXXX F XXX-XXX-XXXX Email: ************@grandorlandoresortcelebration.com Consumer Response /* (2000, 7, 2022/06/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) yes, I thanked them for their response and doing the right thing...

• Initial Complaint

  04/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I checked in on 4/13/22 Checked out on 4/17/22 noticed little bite marks on my legs thought maybe it was mosquitoes bites, my butt on my right side also has raised bumps my family and I left 613am Sunday morning I called the hotel to report the issue was advised someone would call me back and they didn't, we got home my husband who wasn't with us grabbed all of our belongings out of the vehicle and took them straight to the laundry room to clean them ..hrs later he had the same bite marks on his arms both arms I checked my kids my baby back has the same little bite marks, and my sons leg Had bumps the same kind called back to the hotel they said they would call me back they never called ... called Tuesday morning and spoke to someone who said he was a manager and he stated there's nothing we're going to do about it and disconnected the call I have stayed at this hotel numerous amounts of time and has never had an issue NEVER and they dismissed me like this I'm A OR Nurse in Charleston Sc and I'm seeking medical attention

  Business response

  05/09/2022

  Business Response /* (1000, 5, 2022/04/19) */ The hotel has reached out directly to the guest. The room was inspected by a national independent pest control company, and the room came back negative for any pest or insect issues. Any continued follow up and compensation will be handled internally by the hotel.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my student organization to the Grand Orlando Resort at Celebration. I was assured this was a safe place for my student group. First, the security was awful. There was only one security officer. People were performing sexual acts in the hot tub, drinking, cursing, and passed out from alcohol use at the pool. No security or cameras at the pool. As we went up to the rooms a woman was lying in the hallway, swimsuit in disarray, drunk with a 12 pack of beer next to her.. Another drunk woman and her daughter were fighting in the elevator. All of these were witnessed by students in grades eight through twelve. NOT what you want to explain to their parents. Later that evening, the mother and daughter were yelling in the hall. The mother was screaming "who touched you inappropriately?". Tried to call the desk from a student's room. Took over 2 minutes for the desk to answer to send a security officer. The daughter was taken downstairs where she divulged that she had been raped in her room. Found out later that 4 rapes have been reported to have occured at this hotel. It is a "hot spot" as identified by the sheriff's department. All of the parents and adults of the students sat outside the students' rooms that night to ensure their safety. The rooms are FILTHY with mold and mildew, disgusting blood on sheets, and no hot water. The furniture (TV stand doors) are broken. NO TRASH CANS!

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/04/15) */ Good afternoon, this was a school group that we blocked into our renovated rooms and after receiving the complaint we walked the majority of the rooms, including the guest who filed this complaint(**********). We are very sorry this guest experienced concerns with this visit and want to make this right for them. No form of mold or mildew was found in any rooms and there were no cleanliness concerns either. I called the guest and tried to leave a message but their voice mail is full and wont allow for a message to be left. I emailed the guest and advised we want to speak to them and make this right immediately after the incident was logged and have not heard back, I left my phone number and email for a reply. We want to make this right with the guest and will await their reply since they did not pay us for the rooms as it was a tour group. We will offer a return night for this guest in VIP accommodations to return at their leisure that will include our resort fee and parking fee as well as the complimentary room. Please also note the incident the guest refers to, was a private matter handled by other guests that the parents were involved in which were followed up by the local authorities and not related to our team at all. Our team did our best to minimize the impact to all of other guests and help the parties involved as well. Also understand our resort is about to undergo a very extensive renovation that will improve all of our common area concerns they mentioned. Thank you for sharing this with us.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I checked in at this hotel on March 14, 2022 and checked out on March 17, 2022. I arrived at the hotel at approximately 3:15pm. I was informed that check-in isn't; until 4pm. No problem. I asked, if my rooms that I requested were going to be beside each other. I was told, "yes". I was told that they will call/send a text message when my rooms are ready. I asked will it be ready at 4pm and the front desk replied, "yes". Me and my family went to grab something to eat. We returned back to the hotel at approximately 5pm. I went to the front desk and asked, if my rooms were ready because I didn't get a call/text message from the hotel. I was told by the front desk that I had to stand in line because I had other customers in front of me. When I got to the front desk, the front desk manager informed me that the rooms were not ready and that he didn't know when the rooms would be ready. I informed him that check-in time is at 4pm and I was told earlier that my room would be ready at 4pm. He stated that we could sit around the pool on the side of the building and that they also had a bar in that area. I informed him that I have a 4 months old baby, and 2 kids, ages 5 and 7, who are very irritated because they cannot go to a park that was promised to them. It was only, after I kept asking him for an approximate time when my rooms would be ready when he called housekeeping. He was very insensitive and showing no care of my frustration. He informed me that my 1st room would be ready at 5:30, but he don't know when the 2nd room would be ready and he would call when it is. Me and my family of 6, went to the 1st room. When I opened up the door, the smell inside of the room was horrible. The 2nd room wasn't ready; until 6:30pm. I had to call because they didn't call me. The 2nd room had dirty sheets on one of the beds. The next day, housekeeping put the dirty lining in a white bag and left it in the corner in the 1st room. The tv didn't work my entire stay.

  Business response

  04/20/2022

  Business Response /* (1000, 8, 2022/04/05) */ Dear ************, Thank you for your sharing your recent experience at our resort. Our team is truly sorry to hear that you were not happy with your stay and are working on ways we can staff our teams better to handle the larger arrivals more timely as well as improve the quality of the rooms we provide. We are also getting ready to undertake a very extensive renovation. In order to make this right, we are going to issue a credit for 2 resort fees on each room for a total of $56.76 per room or an overall total of $113.52 credited back to your MasterCard. I sent you a separate email for card details so we can process this and look forward to hearing back with these details so we can issue the credit back to you. Warm Regards, Jeff S****** General Manager Grand Orlando Resort at Celebration Consumer Response /* (2000, 10, 2022/04/05) */ Mr. Jeff S****** responded to me this morning, via, email and is refunding me some of my monies back. Thank you for reaching out to me.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2/25/22-2/27/22 Hotel Stay. We realized the night of 2/26/22 that our comforters we were sleeping with had mold within them so we asked for replacement sheets. When we notified the front desk, they were upset for the inconvenience and told us that they were unable to send anyone to us for replacement sheets. I wanted to report them for having sheets that present a health hazard in their room. They were unapologetic about it and did not remove the sheets from the room or dispose them. I am concerned that this property carries health hazards that can potentially get someone else sick.

  Business response

  05/06/2022

  Business Response /* (1000, 8, 2022/04/03) */ Hello valued guest. We take any reported issues such as these very serious and have looked into the issue you reported. Our logs show that on 2/26/22 at 1:45am you reported to the front desk team in person your concern regarding the sheets. Unfortunately at the time the issue was reported our housekeeping services were completed for the day. The front desk team notated that they offered a room move as your check in was done not long after you had reported the issue, but this option was declined by the guest. Though our housekeeping services were concluded for that evening, security was able to bring up replacement sheets to you to ensure you were able to sleep comfortably for the evening. No other issues were reported throughout the stay, and for the inconvenience compensation was deducted off the final bill. We thank you for your feedback regarding the incident, but however we feel this incident was handled with care from our team. If you choose to stay with us again the future please don't hesitate to contact the Director of Operations at********************************************* to receive one of the renovated suites at the best rate guaranteed. We will ensure the room is in excellent condition. Consumer Response /* (3000, 10, 2022/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to respond by providing accurate and necessary information regarding the visit mentioned. Upon realization that our comforter had mold, we made several attempts to call the front desk to inform them of the matter and to get replacements. After several unsuccessful attempts to reach the office, the employee at the front desk finally answered, but was extremely rude and seemed irritated that I was calling. When I asked to speak to a manager, I was told that the person talking was the manager. Therefore, I asked for replacement bedding, I was told that no one was available to bring us replacements. I quickly realized that I would have to risk losing my parking spot (extremely limited parking) and drive to the front office for replacement bedding (office was quite a distance away from my building). When I arrived to the office, I was surprised to see several employees working when I assumed they were short staffed. I waited in line and asked to speak to the manager and was told that there was no manager on site. When I notified the clerk, I realized that it was the same irritated person who took my phone call. I explained the situation and asked if there was anything that could be done to help us due to the fact that our bedding was COVERED in mold and because we lost the only available parking spot. When my partner mentioned a possible room change, I explained that it would be difficult to pack all my belongings with my 2 sleeping kids in tow, risking not finding a parking spot if moving to a new building. So I simply requested a new comforter because I found it difficult to pack everything and move my sleeping kids to another building. That's when I was told they were out of sheets. At this point, I wanted to cry. I made the effort to drive down to the office, only to be told once I was there that they were out of what I needed. The security guard was an additional person I reached out too at the front office when I realized the front desk person was not going to help me with replacement sheets. Just to be clear, she DID not make an attempt to deliver sheets to my room (no one seemed to care that our sheets had mold and needed replacing). I had to advocate for myself repeatedly because I felt ignored and disregarded. After repeatedly stressing the danger of sleeping with mold in our bedding, she went to the back and came out with fitted bedsheets. NOT at any point did anyone check on us or our comfort level (we ended up sleeping extremely uncomfortable and cold due to the thin sheets). We were made to feel like an inconvenience and were shown repeatedly that Grand Orlando Resort does not value their guests. SIDENOTE: this all happened on our last night there and we had to check out the following morning. We did not realize we were sleeping with moldy bedding our first night, and we realized it on our last night there. Furthermore, we were charged IN FULL for our stay, which included the resort fee, and have yet to receive ANY compensation. I wanted to provide further clarity on the situation because what was mentioned in the Resort's response was simply not true. Business Response /* (4000, 12, 2022/04/18) */ Thank you for your feedback. We will be processing a full refund for the two nights of your stay. Management will be contacting you via the cell phone listed on the reservation to get the credit card information to process the resort fee and parking charge. The booking company that you booked through will be refunded for the reservation to process the refund from their end. Please reach out to the booking company that you made reservation through to confirm on the refund as well.

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