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Business Profile

Vacation Rentals

Ace Hospitality, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacation Rentals.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/05/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    We stayed at Margaritaville Orlando Aug 2 - 4 2022. I attempted to resolve our complaint in person during our stay on 2 occasions, and was told each time they would follow up to do so, but no one ever did. Primary issues during our stay: 1. The bed configuration advertised on Travelocity was not what I received.This caused a serious inconvenience for our multi-family situation at a high price tag and to date has not been made right. 2. Front desk "supervisor" Aaron deceptively stated they had no other rooms available containing the number of beds we paid for, even though I clearly could have booked alternate cottages from the Mrgaritaville Resort website with additional beds at that exact moment. 3. Front desk "supervisor" Joshua brought a rollaway bed & linens, and helped to rearrange furniture to squeeze it intoone of the bedrooms (though it was still so tight the bedroom door could not close). He offered and promised to follow up with a resort credit for the inconvenience. I never receieved this followuup or any credit whatsoever. 4. A heavy thunderstorm resulted in a water leak due too missing caulk on the 3rd floor balcony, which flooded and led to water flowing through the ceiling in the 2nd floor of the cottage. Savannah brough towels and buckets, but to my knowledge, maintenance never came out the following day as promised and no one ever followed up to clean up themess nor repair the clear cause of the interior leak during our stay. 5. Upon checkout, I relayed the above to "manager" Iseley. She claimed their system was down and could not verify nor credit any charges for our stay at that time. I was again promised a follow up via email once their system returned to properfunctioning, which was also to include our final checkout satement along with the promise that they would minimally "take care of us" during a future stay. Once again, that promise was never followed through on & I still have not even receieved our checkout statement.

  • Initial Complaint

    Date:07/29/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Stayed at margaritaville resort- cabana on Dreamsicle Road 8084 Checked out with the front desk everything was ok Hours later was charged $100 fee for pet??? I don't have any pets and the room was dirty when we checked in and there was some cat hair but we vacuumed the best we could with the portable vacuum. I want my $100 back as this is fraud and I will never stay at that place ever again.

  • Initial Complaint

    Date:06/24/2022

    Type:Product Issues
    Status:
    Resolved
    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 sent a letter to [email protected] and got no response: I visited Margaritaville on Monday, May 30th, 2022 with my mother, son and several of his friends. My entire experience at Margaritaville was absolutely ruined and I honestly will never go back. 1) The cost of beach access only went up to $30! Online they don't show the ability to buy beach access tickets or even offer to say the price, so it's a complete shock when you arrive and are forced into spending $30 to lay on a beach! It used to be $15-20. 2) I was stopped under the slides and told we were no longer allowed to pass that point and if we wanted, we could go spend ANOTHER $25 and have full access to the park. First of all, I do not go on the rides, EVER. I have a bad back and have never gone on any rides, just simply enjoyed the beach. We were pushed to go to the beach by Landshark where all the 20-30 year olds hang out (I'm in my 40's and mom's in her 60's), there were no chairs to lay on, the beach was FILTHY, trash literally everywhere, there was even a glass bulb in front of us, just DISGUSTING. 3) Attempted to go to the Landshark restaurant, which was ½ empty and I was told there was a 1 1/2 hr wait due to the fact they only had 2 chefs. Then told we couldn't have access to the "boardwalk" fast food or the other restaurants without paying for a full price ticket. This was never the case-beach access guest always had access to the whole park, just a different wristband so they knew we couldn't go on rides. Was told to go to the "to go" hut which offered day old sandwiches and no condiments because they hadn't stocked up yet 4) The bathrooms were HORRENDOUS. Used tampons all over the floor, overflowing toilets, no toilet paper-DISGUSTING Margaritaville used to be our favorite place to go-we will never go back. If they're that understaffed and can't keep up to safe conditions, they need to close down

    Business Response

    Date: 07/21/2022

    Consumer Response /* (2000, 8, 2022/07/18) */ ---------- Forwarded message --------- From:**************************************** Date: Mon, Jul 18, 2022 at 9:39 AM Subject: Complaint ID#:********* To:******************** Good morning I was finally contacted by Margaritaville regarding my complaint and was issued the refund as requested. It hasn't reflected on my credit card yet but I have a receipt. Thank you for your assistance in the matter ************ Sent from my iPhone

Ace Hospitality, LLC is NOT a BBB Accredited Business.

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