Complaints

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at your hotel on July 28th. This was part of our first vacation in 6 years. This was one of our last nights, and we were very disappointed in our stay. First thing we noticed is that the room/bathroom had a terrible smell to it, it was awful. The bathroom was also not cleaned. The toilette was dirty, you could tell no one every removed the caps on the seat to clean them. There are also caps on the toilette missing. There is rust on the metal bars in the bathroom. The door did not close all the way, and you can see all the issues with the door and how it's been like this for a while. We expected much more from a *************. We also noticed, while at the pool, that the front desk guy walks around with his pants hanging down his ****, which was very unprofessional, especially with so many kids around. This was not a good experience for us. A few other was that were upsetting, was there was no elevator. I am traveling with a pregnant wife and a 3 year old, so having no elevator, even with just 2 floors, was upsetting. Also the set up of the room is horrible, you walk right in the bathroom, this really needs to be updated. The mini fridge is also in the bathroom, which is pretty disgusting. All of these things were really shocking to us, coming from a *************. We also heard guests complain to the front desk on how they don't get any towels, so I am sure others were also not happy during their stay. I also have a few photos of the room to show what I mean, if needed.

  Business response

  08/05/2024

  Good Day,

  I am writing this letter regarding false accusations of the resort. To be honest, the guest is finding ways to get a refund by being dishonest. 

  Firstly, we do not have any male workers by that attire working for us. I think the guest is mistaken this property with somewhere else. Dress code and professionalism is our top priority. We have to dress presentable for work.

  Secondly, there are no mini-fridge in any of the bathrooms.

  Thirdly, we are very responsive if a guest should have any issue with his or her room. The Housekeeping Supervisor ensures to check the rooms for arrivals everyday. The pictures does not justify that the room was not clean. The guest did not check in a dirty or musty room. We have a standard that we have to abide by.

   

  Customer response

  08/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  Hello. The person I saw at the front desk is one I saw from the pool. I apologize if this was a female, but I know what I saw.

  The mini fridge was in the area where the sink was, not by the toilet. However, this was still not a good place. 

  The room smelled very bad, very musty. The bathroom was dirty, and I have pictures of prove this, especially the toilette. There was a very bad smell right when you walk in. 

  The response I received from you, clearly shows that you do not care for your customers. I will follow up with someone higher up, because this is horrible customer service. As a business, you should take customer comments into consideration and actually fix the issue, instead of just accusing them to be liars. 

  Regards,

  *****

   

   

  Business response

  08/07/2024

  Good Afternoon, *** I do understand if you were not happy with our premises but, at the time you should have mentioned all these things where we could have made corrections or give a refund and you could check out, You decided to stay here and use our facilities, so at this point there will be no refunds issued. A guest who is this unhappy with any facilities would not decide to stay. 

  Customer response

  08/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

   

  First of all, this was a non refundable reservation. 

  Second,I had a 3 year old with me and a pregnant wife, we were not in a situation to check out and find a different hotel at that time. 

  Third, you assumed I am complaining for a refund, which I never asked for and never even mentioned. You are not understanding what a manager, if that is what you are, needs to do to run a hotel. 

  You should take customer comments, possitive or negative, and fix them, not every ever, call a guest a liar. 

  I have been in contact with someome much higher at your hotel company who will look at these responses I am receiving from you. I will also leave my review so guests can see how I am being mistreated. 

  It doesn't matter what I say. I am a paying guest and should be treated with respect. Your first response to me accused me of being a liar in the first sentence. 

  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/25 I made a reservation for a one night stay at the All Seasons Resort in ******** ****. The resaon for the stay was for a baseball tournament that my son is in. Today 9/27 the tournament got re-scheduled to ************. All Seasons resort will not refund ** our money. We are five days our from the reservation, I am very disappointed and would like my $250.00 refunded.

  Business response

  10/08/2022

  To Whom it may concern,

   **************************** had a booking at All seasons Resort from travel agency called Agoda, the booking came prepaid meaning that Ms. **** paid Agoda and they in turn sent us a prepaid card to be charge on arrival.  For whatever reasons ************ called our resort to cancel her booking, she was told to contact ***** as she made the booking with them.  Overall, the booking was cancelled by ***** the prepaid card sent was not charged therefore we are not at liberty to provide ************ with any form of refund as she did not stay at our property, nor did she pay us.   

     If you have any more questions do not hesitate to contact us.

   

     *********************

*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. ↩