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:04/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On December 27, 2025 I paid for a Deluxe Room, 1 King *** for 4 nights with the Exclusive Member Pricing of $804.00 Under the Confirmation Number: ************* for 2 Adults on the dates from July 2nd to July 6th through ***************** We jumped on this reservation without hesitation. This was a PLANNED IN ADVANCED, dream vacation for my husband and I. Unfortunately as luck would have it when we applied for time off our employer denied our requests despite the dates being out almost 7 months in advanced. We were hopeful that since we had booked so far in advanced, that perhaps an exception would be made. We were not expecting the sudden change in *** approvals at our job. We first contacted ***************** who said they were unable to help us, so we turned our attention to the hotel.I emailed Biltmore Hotel on January 14th through the ************************************* under the Contact us section. No response. I spent the last 3 months trying to negotiate with my employer for time off for this reservation and I am having no such luck. So on Thursday April 10th I called, spoke to an operator, was transferred to "the manager on duty" and ended up leaving a voice mail. The same day I also filled out cancellation form for my hotel room. It is April 14th, and I still haven't heard anything so I have filed a second cancellation form, emailed them again, tried contacting them on social media, left a review to see if I could gain their attention and now I am here on the BBB trying to resolve this.

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 7/31/24 my husband through his job pre-paid for a 1 night stay in an Executive King room at the Biltmore hotel for *** on 12/31/24. Upon our arrival we were greeted by ****** who was working the front desk and on staff that evening was ***** *****- Director, ******* *********- Manager, and late night was *******.. ****** told us our room was given to someone else and that they were downgrading us and not giving us any of our money back. He also placed us in *** 592, one of the most disgusting rooms they had. That walls were pilling, paint chipping, ceiling rusted, and the view from the window look like a prison. The furniture and walls were damaged and it smelled like mildew and cigarette smoke and we are not smokers. We were not provided towels in the bathroom and it was not properly cleaned. The shower nozzle in this room was shoot water out from the side. We had to go to an event and decided to contact the front desk upon our arrival back from the event. When we returned we tried to cut on the tv and it would not work. We contact front desk who sent a nice gentle ***** up to try to fix the tv and it was irreparable so ******* the night shift manager at 3am in the morning moved us to another downgraded room 723. We we exhausted and so disappointed with our experience at this point. The room looked a little better but the bed sat on a tilt and the bathroom was not kept up as well. In the morning when trying to bathe before leaving there was NO hot water. We spoke to ***** ***** - Director upon check out and he did nothing. The hotel had the audacity to offer free parking and breakfast as compensation this is UNACCEPTABLE. They took our money, gave our room to someone else and downgraded us to horrible conditions. We want all our money back for our stay as we did not get what we were promised and horrible customer service. This was the worst hotel experience we have ever had in our lives.

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Heres a description you could use for reporting the issue:The toilet in my hotel room had a leak that causes water to seep out every time its flushed, creating a mess on the bathroom floor. Additionally, the peephole on the room door is damaged, which compromises privacy and security. These issues were not addressed when I contacted the hotel and spoke to director of the hotel (****)

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 8/6/24, friends and I went to the Gallery bar in the Millennium Biltmore Los Angeles hotel. I noticed on my bill upon my return home that at the top of the receipt it states they added 20% gratuity to the amount. This was never mentioned by the bartender and I'm not sure why they even do this. I also tipped $25 for the 7 drinks on top of that unknowingly of the automatic tip.I reached out the hotel on August 8 and I've heard nothing from them. Today is August 18.I bet a lot of customers are scammed into giving extra money. At a minimum, my $25 should be refunded, but they really should refund the entire amount for the aggravation.

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  02 March, I made a reservation (ref 4KT6PWU7S) to stay for a week from 14 July-20 July 2024. ********************************************************************************************************** the family. The advance cancellation guarantees no penalties. The cancellation reference is ******** and a formal email was received by the hotel and signed off by the hotel's GM, ***************.15 July, I notice my credit card had been charged USD207.99 under reference A-********** by the hotel. I called the hotel and was informed this is a no-show charge as the cancellation wasn't showing in their system. I was told therefore it will not be refunded. I disputed and was asked to call their ********************** (Should they not investigate their system errors internally and get back to the customer?)16 July, I call again and was directed to the front desk manager, who assured me she would send me an email and I was to attach my cancellation email to get the refund. This email never came to this day. Due to LA-SG timezone differences and obvious hefty phone charges, I tried following up by various other means including:1: 2 visiting friends speaking to the front desk on-site on my behalf on 2 separate occasions and the hotel assured they will get back to me. Never happened 2: Emailing the available email address I could find my member login page ************************************* and received 0 response despite multiple chasers 3: Emailing the front desk managers at *********************************************************** as advised by the front desk to my friend and received 0 response despite multiple chasers 4: Left 2 formal enquiries using their enquiry form via my member account page and received 0 response (first inquiry dated 23 July)5: Emailed the hotel GM *************** directly with multiple chasers over the entire 3 weeks and received 0 response.I just tried calling again today but was sent to voicemail. I can't keep spending international call charges anymore.

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On June 28, 2024 I checked into the Biltmore and paid $300 for two nights. When I got there I paid a $300 deposit, $100 dollar refundable, $100 in nonrefundable resort fees, and $100 non refundable pet deposit. I was due to check out on June 30th, so that morning at 8am I paid another $300 for two more nights online. Check out time came around and I got no call from the front desk, no one knocked, and my key still worked so I assumed since they received my payment to extend that everything was good to go. I went in and out several times that day and no one said anything. At midnight that night, my room phone rings and the front desk said I needed to come down and check in. Confused, I went downstairs and the front desk told me I needed to pay another $300 deposit. Being that I didnt change rooms, I didnt check out, my dog didnt check out, I didnt understand why I needed to repay my deposit especially since my first one has yet to be returned. I asked them since it was a Sunday night at almost 1 am and I only had cash. If I could give them cash, if they could roll my deposit over, or if I could pay them as soon as the bank opened at 7 am Id pay them another deposit. They told me I had 30 minutes to figure it out. At 1 am security and the manager on duty, *******, came to my room and told me I needed to get off the property. I tried to calmly reason with them, I have been staying with them at least 10 times a year for the last 5 years. They stood at my door until I was packed and escorted me off the property and told me I could call them tomorrow about my money. After I exited the room, the manager entered my room to check for damages, he found none. Never have I ever been treated so terribly by a business, especially one which I have been a loyal customer to for many years. In 2022 alone, I spent over $10,000 dollars at that hotel. I am disgusted and appalled with their behavior, and I will never be returning to their hotel nor do I recommend it for anyone.

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 millennium Biltmore for one night it cost $99. I was in a car accident and my phone was not available so I had to use the phone in my room to call my wife I was charged over $300 for a few minutes phone call. They told me when I called they charge for local cost $25 a call and that was not disclosed to me anywhere. I travel frequently for work and I have never been charged for using the phone to call within the same state let alone $300 for a few minutes. This hotel is basically robbing people.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was staying at the Biltmore and became extremely ill after eating at their restaurant. I came downstairs to extend my stay, informing them I was sick and could not travel. They would not accept the card I had checked in with or cash. I went upstairs to pack and threw up twice more from the stress. Security watched me walk, hunched over and clearly distressed, all the way to the elevator, never offering a wheelchair or if I required medical attention. My friend left me in the lobby to go get the car, as I could not walk any further. After watching me for several minutes, security then came over and proceeded to kick me out of the lobby to wait on the curb at the valet, as I may be disturbing other guests. All I was doing was sitting in a chair and trying to focus on my breathing. I took myself outside, and security continued to watch me as I sat there, alone. To be kicked to the curb when sick, not offered help at any point, and embarrassed in front of other guests, I wasnt only shocked, but emotionally disturbed by the experience. On top of all this, the Biltmore proceeded to charge my card for $250 because the old sealant on the toilet came loose, adding insult to injury. After such abysmal treatment, I was going to ask for the full stay be compensated. As long as I am refunded the $250, I will be satisfied, though I will never stay at the Biltmore again. They should not be allowed to treat their paying customers, or indeed any human, in such a manner.

• Initial Complaint

  Date:10/05/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had already purchased and paid for the entirety of my stay at the hotel through a travel agency when I arrived. Upon arrival, I gave the front desk a credit card, which they said would only be used for incidentals. They did not mention some of the additional fees they were charging- one fee was a "Destination fee" of $35 dollars PER DAY. They could not tell me what this fee was for and upon checkout had charged my card $35 for 5 nights, so $175. This was never mentioned by the travel agency or the hotel, not in any fine print that was given to me. This is a terrible way for companies to take advantage from people who are travelling from out of town. Please help me get a refund.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On June 8, 2023, I reserved 2 rooms at the Millennium Biltmore Los Angeles for the dates of August 31, 2023 to September 3, 2023. The rate per night was for $190.11 with taxes and fees of $178.84. My family and I were extremely excited about our vacation. However, what should have been 3 days of relaxation and exploration was instead restless and frustrating. When I checked in, I was met with a $300 per room holding fee for incidentals along with a service fees of $35 per day for (Destination) and $45 per day (Self-parking) and constant apologizing for the noise inconvenience. We were initially assigned rooms 655 and 645. When I arrived in 645, the lights and tv were on, and there was a used wash cloth with pubic hairs hanging in the shower. I immediately when back downstairs (although feeling sick from the flight) and expressed my disdain. I was assigned a new room (626). 9/1: At 6:00am we were awakened by the sound of horns blaring and shouting from protesters. We left the hotel for awhile with hopes that we could come back to some solace, but that was not the case. While gone our rooms were never cleaned and the protests continued until almost 1am. 9/2: We were awakened again with the same(horns blaring and shouting from protesters). We left again with the hopes of coming back to cleaned rooms and a little peace and quiet, but to no avail it mirrored the previous day and night. My family and I chose this hotel because of its location and initial reviews. What was imagined to be a vacation of relaxation and fun was marred by constant noise, disruption, and uncleaned rooms. This caused sleep deprivation and frustration to myself and family. Any company who stands behind their brand would not want customers walking away feeling like they were scammed or hustled. I am that we are compensated for the lack of courtesy, lack hospitality, and lack of sleep during this stay. (I was only allowed to upload 5mb into this platform, but there is more footage and video)