ComplaintsforWaterford Hotel Group, LLC
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/26/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I have encountered difficulties in resolving a matter concerning one of your properties. I have communicated with both the manager and have yet to receive appropriate compensation in accordance with the ******** ultimate reservation guarantee. These unethical business practices should not be tolerated when representing the ******** brand. My case pertains to ********* *** located in **** *****. The managers I have conversed with thus far are Deon W******* and Eddie G*******. I possess evidence to substantiate my claims and trust that prompt action will be taken to effectively address the issue.Business response
04/18/2024
I am writing to confirm that we have taken the appropriate action in responding to the ******** Ultimate Reservation Guarantee request. We understand the importance of these benefits as a ****** Member and regret any inconvenience this delay may have caused.
We have taken immediate action to rectify the situation and have issued the 90,000 reward points and $100.00 as outlined in the program to the guest. We value the loyalty of our guest and strive to provide exceptional service to all our members, and recognize that we have fallen short of the expectation in this instance.
Please be assured that we are committed to ensuring that such delays do not occur in the futureInitial Complaint
07/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Stayed at the hotel for over two weeks and had nothing but issues with Mr. Deon W******* and Gloria. They are the worst I want a full refund for my three weeks stay after I was refused service by Mr. W******* because the hotel manager Nicole allowed me to pay after 2pm daily and we never had a payment issue. I have a video of the entire incident and it is appalling that I was put on the street with my family after spending thousandsBusiness response
07/14/2022
When speaking with the guest, an apology was extended regarding the exceptions made in our payment policy and we explained that this could not continue. We further communicated with the guest our payment policy terms of complying with checkout time at 12:00 pm or requesting a late checkout; and extending stay with payment by 12:00 pm each day. As an additional step toward an amicable resolution, the guest was provided with one complimentary night. Our goal was to ensure they had a place to stay and to assist them with making timely payments going forward. The guest was advised of the complimentary night given to allow for a one-night credit in advance. A recommendation was made that the guest continued to make daily payments to ensure they were always one day ahead and there were no late payments issues. We believe we made every effort to accommodate the guest and, therefore, no refund will be made.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.