Complaints

• Initial Complaint

  08/20/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I stayed at the Cadillac hotel for 3 night - 08/15/2024- 08/18/2024. I paid for my stay a total of $748.75. The business committed to provide a clean room and a good night sleep.After the second night 08/17 i noticed multiple bed bug bites on my legs and arms, and I could not sleep all night keep waking up and being very itchy. When i inspected the mattress protector next morning it was dirty and there were visible signs of bed bugs which I took pictures along with my bite marks. i contacted the reception and they have us change the room, which cost me half a day of vacation. The reception told me the pest control will come on site 08/17 to do a test of the room. I kept checking while on property of the status of the report, and I was told it was not received. On the 08/19, I have received an email from hotel with a pest report performed on the 08/19, that was noting there were no bed bugs in the room. When I asked why there were inconsistencies between the dates of when the report was performed and the initial date I was communicated of 08/17 that the pest control was on site, hotel offered multiple inconsistent explanations. My guess is that the room was cleaned and mattress protector removed during the two days. I have provided pictures and evidence of the bed bites while I was on site, but management treated the situation very purely, never offered an apologies or a compensation, for the lost time, the traumatizing experience and the evident blisters that are still not healed.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of transaction is Aug 25.I booked this hotel on marriot app and had filled my debit card number and related information during the booking process. When I reached the hotel, the hotel receptionist asked me to present a card for deposit advance, as the card I had with me could not be used for large purchases due to personal reasons. So I double-checked with the front desk if the card would only be used as a deposit and the amount would be returned later, and if the debit card for my actual room charge was the card number I had reserved in advance on the app. Eventually I got a positive answer from the front desk that the card was only used as a deposit and would be returned upon checkout. However, when I checked my invoice after checking out, I found that the card used for the final debit was the card I used to pay the deposit, I double checked with the front desk and no one resolved my issue, they just told me that I had to use the physical card for the final post-payment. I emphasized that I double-checked when I checked in, but the front desk had a very poor attitude, with an expression and tone of voice as if they were treating me like an idiot who couldn't communicate. Eventually I couldn't stand the discriminatory attitude and asked to speak to the manager. But even then I didn't get a reasonable explanation, the attitude experienced was very arrogant, as a service industry hotel he didn't apologize for this kind of negligence and chose to cover up the staff. My problems were never resolved, no one was willing to explain to me why things happened, and I was hurt by the arrogant, neglectful and discriminatory attitude.

  Business response

  10/31/2023

   

  ***************************,

  I am corresponding in regards to a case that you opened with the BBB pertaining to a  recent stay at The Cadillac Hotel & Beach Club.

  My complete apologies if your experience was less than stellar.  I can assure you that I have used this as a coaching opportunity with my team.  Please rest assured that my team is not discriminatory, and we strive to ensure guest satisfaction  first and foremost.  

  You originally made a reservation using one card, upon arrival, as it is standard procedure, you were asked to present a physical card to obtain an authorization for any incidentals.   You had requested that the original card be used as final payment.  When the agent attempted to close the folio with the original card, the system showed an "error" and the card declined.  Automatically, the system charged the second card on file.  Upon inspection, I can assure you hat only one charge to your Amex Card in the amount $1085.28 was made.

  As a gesture of good will, I have credited your Amex Card for a total of $159.60 (which is an adjustment of the resort fee for your entire stay).  The credit should reflect in your account between 7 and 10 business days.

  Should your future travels bring you back to Miami Beach,  please  feel free to contact me at ************, so that I may assist in tailoring your stay.

   

  Sincerely,

   

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

  Cadillac Hotel & Beach Club

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Booked a hotel room. When I arrived room was not as described, complained to the front desk was moved to a different room tried to cancel my second night stay. Hotel would not cancel refused to return second night stay money after I left the hotel after the first night.Multiple issues during stay Guests screaming in hallways all night. Shower and bathroom was not working. Room is not as described. Overall management was terrible with the dressing my concerns.I spoke to ******** directly and filed a complaint. I was charged ******* points I would like my points returned, for the night I did not say. And the terrible night I did say.

*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. ↩