Complaints

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 13, 2024, I purchased two hotel rooms (362/364) for myself and my in-laws for my daughter's 6th birthday. Prior Navy Vet of 30yrs so I've been around and have spent a lot of time in various hotels and for the first time in my 50 years of life, this is the first time that I didn't feel at home or got a good night's rest; mind you I've been a huge fan of the Embassy until now! The discrepancies encountered were a constant leak in the living area sink, all the furniture was filthy, including the couch, chair, and ottoman as the pictures attached will clearly indicate. You could not in good conscience sit on that furniture without covering it up. There was hair on one of the beds, standing water in the shower and the TV in the living area did not change channels which I'd attribute to batteries, rust etc. In addition to those issues when flushing the toilet in Room 364 water came from the bottom of the toilet and lastly, when adjusting the air in Room 362 from 65 to 70 degrees there was a burning smell as if something was on fire that woke everyone. I also was wrongly charged for parking; I have charges for both rooms when I only had one vehicle and one statement indicated self-parking for $25 and the other statement indicated valet parking for $32; I did use valet and never once self-parked.This experience was beyond frustrating with too many discrepancies to cite and I'm not a happy customer who expected more from this establishment and strongly feel I should be reimbursed or compensated in some way shape or form. This information was also passed to one of the staff members (*********) via text message with no resolution.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am filing this complaint regarding an unauthorized charge of $902.01 made by Embassy Suites Orlando on August 21, 2024. Despite multiple attempts to resolve this matter directly with the hotel, including phone calls, messages, and a certified letter, I have not received any satisfactory response or documentation justifying this charge.Summary of Events:Stay and Initial Charge: I checked out of Embassy Suites on August 20, 2024, and paid $252.27, which matches the only invoice I received. However, an additional charge of $902.01 was later posted to my account without my authorization or explanation.Attempts to Resolve: Since the charge, I have repeatedly contacted the hotels front desk, left messages, and sent a certified letter dated September 19, 2024, requesting an itemized invoice explaining the charge. Despite assurances that an invoice would be provided, I have received no such documentation.Certified Letter and Lack of Response: My certified letter detailed my dispute and asked for a prompt response, but I have not received any acknowledgment or resolution from the hotel management.

  Customer response

  11/07/2024

  Dear Ms. ****************** you for your email and for the efforts made by the Better Business Bureau in addressing my complaint regarding Embassy Suites By Hilton Orlando Lake Buena Vista Resort.
  

  I want to inform you that, following my certified mail and subsequent involvement by the ************************* in *******, Embassy Suites did respond to my complaint.                   

  On October 15, 2024, I finally received the reimbursement of $213.00 for the overcharge on my stay. This resolution was facilitated by **** ******, the Accounts Receivable Associate at the property, who provided the invoice and processed the reimbursement.
  

  Although the matter has now been resolved, I appreciate your attention to this case and the support provided by the BBB in maintaining transparency and accountability in business practices.
  

  Best regards,
  Dr. ***** ***-******

  
  

  Customer response

  11/07/2024

  Date Sent: 11/7/2024 8:59:40 AM
  

  Dear Ms. ****************** you for your email and for the efforts made by the Better Business Bureau in addressing my complaint regarding Embassy Suites By Hilton Orlando Lake Buena Vista Resort.
  

  I want to inform you that, following my certified mail and subsequent involvement by the ************************* in *******, Embassy Suites did respond to my complaint.                   

  On October 15, 2024, I finally received the reimbursement of $213.00 for the overcharge on my stay. This resolution was facilitated by **** ******, the Accounts Receivable Associate at the property, who provided the invoice and processed the reimbursement.
  

  Although the matter has now been resolved, I appreciate your attention to this case and the support provided by the BBB in maintaining transparency and accountability in business practices.
  

  Best regards,
  Dr. ***** ***-******

  
  

• Initial Complaint

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct-20-2022, I made a reservation in this hotel through *********** this weekend; preparing for my trip, I found in *************** and confirmed on the Hilton website that they offered to match any price in the same condition that I found in my reservation. In that Ad, they didn't mention that it's only on their website reservation. I called Hilton to try to honor the offer and they said that they couldn't do it because I made my reservation on a third-party website and also because my reservation is not refundable. I think that they hid behind of *********** to avoid honer the offer that they publicity on ************ and their website, based in the fact that I have a nonrefundable reservation and they have my money secure. For my this is a false advertising and they only honored when have a chance to lose the customer. I only looking for make my money value and see if they can accomplish with they public offers. I'll appreciate all your help and support in the correct resolution of this matter.

  Business response

  01/11/2023

  Business Response /* (1000, 5, 2022/11/04) */ Price Match Guarantee is on a Hilton Corporate level and not dictated by the property itself and we are not able to interfere with the corporate process and rules. Please re-address this case appropriately. We did research the Hilton website to see the details labeled so we knowledgeable about why some claims are honored or denied. Hiltons website below does state the reservation must be made through a direct booking channel and then outlines them. It then walks through how the process goes to accomplish it. Website: ************************************************** and attached in this file. Further, the below is the Contact Number to better dispute the concern with the Hilton corporate team. **************. I hope this information helps resolve the issue with Hilton. Consumer Response /* (3000, 7, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a customer, I made the reservation in a Hilton Hotel, as it appears in all the Ads and Websites. It's an excellent way; to hide behind another entity; Hilton said that it is ***********, *********** said that it is Hilton, and now, you said that it's not your organization, it is Hilton. In the end, for me, Hilton (owner of this Embassy Suites resort), where I reserved and stayed.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at this Embassy Suites from July 22-25, 2022. Upon checking in I was informed I was paying resort fees for other services such as WiFi and parking. Later the evening July 22, 2022 I tried several times logging onto their Wifi to finish a work project that was due by midnight. I could not log in. I tried calling the front desk several times but no one answered. I went searching for a worker and was told that if I had a problem with their Wifi I needed to contact***** and tell them Embassy Suites' wifi was not working. I contact Embassy Suites customer care department and they told me they did not have me as a guest at the hotel I was complaining about. I gave them my reservation number********* and he said I still don't have you staying at 8100 lake drive then put me on a hold a long time then transferred me to another Embassy Suites who said they could not help me because I was not staying at their hotel. I did not finish my project on time. In addition, the next day I woke up with bug bites all over my legs. I talked with a worker whether they were a pet friendly hotel because I thought maybe fleas bites or bed bug bites. He said they were not a pet friendly hotel and they treated the beds everyday. So I thought maybe I had an allergy. However, when I was leaving the hotel on 7/23/22 I witnessed customers walking their dogs on the side of the building then entering the hotel with their pets. I talked with worker who said I could not be reimbursed or transferred to another room because they were booked. To be on the safe side I slept in the tub the next two nights. Upon arriving home I visited medical staff and was told the bites were flea bites. Based on what I went through I am requesting a full refund for $723.75.

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/08/09) */ We take insect related claims seriously at the property. Upon receiving notice of this issue through the BBB, we requested the room to be inspected by a third party for Bed Bugs and/or fleas. Results came back negative from the third party. Due to the result, the refund claim is denied at the property. We understand that there may have been misinformation provided at the front desk but we are a Pet Friendly Hotel as all Embassy's are and it is notated on all websites. Although the guest experience may of been perceived as such, the result was negative. Guest was not required to stay on property if they felt they were in inadequate accommodations and had a right to discuss issues with a leader at the desk to resolve the needs. Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The person I talked to was the manager. After speaking with their staff one staff said my stay was nonrefundable another staff said if I had left the hotel I would have received a credit on my credit card that would take 10-15 days to appear back on card. I did not have money available to changed hotels without an immediate credit. Did they clean the room of the fleas before the outside inspection? Why did the staff lie to me about being a pet freely hotel? I noticed they did not mention the lack of wifi services that prevented me from submitted my project. Why did they advertise wifi but did not offer the service? Wifi services definitely was on their website. I am asking for full refund for my stay. Thank you. Business Response /* (4000, 11, 2022/08/25) */ The property has not done any services to the room in question with exception of paying for the third party to inspect the room at our costs based on receiving this claim. If the room was positive, we would move to come to a common ground for the nightly charges however room results were negative. Internet is a standard offering and should have been available. If internet may have been malfunctioning which could have been the case. This is a portion of the resort fee. Although just a portion of the resort fee, the property is willing to remove those fees 9$28.07) per night from the reservation in question. Consumer Response /* (2000, 13, 2022/08/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/2/2022 my wife and I arrived for our Reservation at this particular Embassy Suites By Hilton hotel and every fine seemed fine until we got to our room and that's when we noticed everything first of all the television in the main room did not work and i tries calling the front desk from a phone in that room and the telephone didn't work it was plugged in but no dial tone and i learned later from the maintenance man who came to fix the TV that the phone didn't work and they knew it also to fix the TV to get reception he banged on the TV with his hands until it came on that wad incident 1, secondly when my wife went to take a shower she noticed the drain stopper was down when she tried to lift it the top of the stopper broke off but that wasn't the worst part my wife noticed that there wasn't a shower curtain also at this point we really just wanted to leave the property but after traveling from California that day we were both tired and just wanted to rest so my wife just ended up washing up in the sink after i had went to the front had reported to an employee named Franklin that the shower curtain was missing and he said he would get someone to bring one right away which never happened, our stay there was supposed to be until 7/4/2022 but due to all this we only stayed the one night and also never got a shower curtain before we checked out on 7/3/2022 this is TERRIBLE ESTABLISHMENT and all they seemed to care about was having full occupancy there because of how close Disney World is nearby I would like to request a total refund. Thank you

  Business response

  08/16/2022

  Business Response /* (1000, 8, 2022/08/09) */ We value our guest experience and regret we were not able to to provide the expected stay expected. We have issued the refund for the 1 night room and tax in which the guest stayed. ($161.25) Consumer Response /* (2000, 10, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the resolution just to move on from it.

*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. ↩