ComplaintsforHoliday Hotel and Resort LLC

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We arrived at the hotel on April 14th after 4 am, almost 5 am since our flight was late and were still charged for the 13th. It was a long day so we immediately went to sleep. When we woke up and got dressed we noticed a single cockroach. We killed it and hoped it was a one off. We were gone until super late, came back and slept. Next day, the 15th, left quickly and came back super late. That night we saw a couple more cockroaches but we figured it was too late to do anything and made a plan to talk to management in the morning. On the 16th, I went in to talk about the issue and let them know we saw many cockroaches. The manager was very rude and annoyed that I was even bringing up the issue. He said that it was the season for them and that it was due to personal hygiene like I was the one that brought them in. He said he could give me a refund and I could find a new hotel if I didn't like it. I told him that i couldn't find a new hotel last minute that wasn't full and that I just wanted a room that wasn't infested. They agreed to get us another room and both rooms were in worse condition than the first other than the roaches(or so we thought). We went from room 208 to room 216. I had to pound the wall back into place because it was falling out of place. The only outlets that worked were the ones for the T.V, fridge and lamp that were all being used so we had no way to charge our phones besides the one outlet from the lamp itself. The microwave didn't work because the cord had been cut. The place also had mold all over. again, we dropped our stuff off and were gone all day, only coming back to sleep. On the 17th we found another cockroach but it was dead so we thought we must have brought it with us from the other room. We left for the day, not coming back until late to sleep. The next morning when we were supposed to check out, there were roaches EVERYWHERE! When we notified the staff they were again rude and the manager refused to refund the full stay, only half.

  Business response

  06/11/2023

  Good morning, 

   

  My Name is ********************, I am the new General Manager for Holiday Hotel and Resort.  First, let me apologize for my predecessors management style and for the issues in the rooms you were placed in and the way you were treated during your stay. I am dismayed and can assure you that I have refunded the entire amount of your reservation as of this morning 06.11.23 back to the card provided to us from the third party booking site you booked with. The card ended in 4631.  This may take a few days to be credited to the account this card is attached to, if this was a virtual card from the third party booking site, you will need to contact them for a refund to your credit card.  My apologies if this is the case, however that standard policy.  I am making sweeping changes to my staff, policies, and updating our housekeeping standards and procedures. I hope that you will give us a another chance in the future and stay with us again. I am confident your experience would be completely different than your initial stay with **.  

  Again,  my apologies for your previous experience.  

   

  *****************

  General Manager

  Holiday Hotel and Resort

  Customer response

  06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Cacia ******

• Initial Complaint

  08/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We booked the hotel starting on 7/30/2022. We went through a site online and paid $430 for first week. The second week we paid $468. The first week and second week I had a do not disturb sign on at all times. Because my kids sleep around the time the maids come around. 1, you can tell everyone there is on drugs. Our first day there the was a lady parked next to us passed in her car for hours. My kids seen that, then with the do not disturb sign up, every single day they still knocked and proceeded to walk in multiple times with us sleeping. Woke us all up. Then in our last final day staying there which was on 8/10/2022, the maid walked in, with a do not disturb sign on the door with my children naked ! They were just about to get out of the bath and my husband told them to leave our room immediately! They did not listen. We kept telling them every single day to stop knocking and that we would let them know when we needed towels. They called the cops and had us kicked out because the owner wanted out saying if we r not happy with our stay then we need to leave. Are you kidding me? One of their maids walked in with our children in the bath naked!! I want my money back! All of it! It was such a ****** staying there and we never had any sleep because the maids kept walking in and knocking on the doors. There are drug addicts everywhere there, you can tell people are high there running around like they are on drugs all ours of the night. We could not sleep, we did not feel safe. People were going through cars, the day before we left the cops were out because someone broke into someone's car and stole stuff out of it. I was met with hostility at the front desk only to be refunded one night when we got kicked out with a remaining 2 days. Something needs to be done about this place and I want my money back!

• Initial Complaint

  12/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 10, 2021 at 12am I reserved and paid for a hotel room at holiday hotel & resort LLC, 2337 US 19 Holiday, FL, 34691 for the rate of $69 plus taxes and fees, amounting to $76.59 when i got checked I went to my assigned room, room ****, and checked for any issues. I found mold and mildew from leaks as well as warped walls and ceilings. the appliances were broke, my fridge did not work and the lamp shade and light bulb socket were freely detached and broken. The smoke detector was detached from the wall and placed on the bed with the battery removed. The furniture was completely unsanitized and broken and chipped. The sheets and linens were not clean and had numerous stains including blood stains. The room also had an infestation of gnats, fruit flies, German cockroaches and bed bugs. I also found the room to have a very moldy, mildew, moist smell. The door to the room was not secure and did not latch properly and had no other locking mechanism, just an electronic key card. When I returned to the office to report the problems they gave me a hassle to switch rooms nor would refund me. Finally they switched my room and later that morning, approximately 10am, the management and maintenance came to my room and accused me of property damage, due to the previously broken lamp. They told me I had to check out and that he was going to charge me for both rooms as well as putting me on a do not rent list. The management still refuses to give me my refund nor rent to me any longer.

  Business response

  02/04/2022

  Business Response /* (1000, 12, 2022/01/20) */ She checked into the hotel and stayed. After making complaint the hotel had moved her room. She had lots of traffic in and out all night. Different people has been coming out of her rooms. She damaged the lamps lights and bed sheets. she has broken the smoke detector in the room. she posted picutres to the health dept against the hotel. The health dept checked the rooms and the hotel and there isnt anything found accordingly. The guest is trying to cause possible damage in any shape of form. The complaints are not valid and it has been cofirmed by health dept by state of florida. We submit an incpection report upon request. We apologize for the delay. Thank you.

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