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:02/02/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The hotel Delta Orlando Celebration was booked through *********** travel where I paid $311.39 to reserve it and $170.28 once I arrived at the hotel for what they said was hotel fees. They informed me that was all that was being charged. They then told me that I had $25 complementary to be used at ********* or the food market per day and the money does not roll over to the next day. They instructed us to charge it to the room and the credit will apply. Now, I used the credit per day and in two occasions the total went a few cents over $25. I was charged $61.44 and $60.92. I went down to the front desk and asked about those charges, thats when they informed me it was just a hold because I went a few cents over and that the money would be released back to my card in a couple of days. After leaving, weeks passed by and I contacted the hotel multiple times to address this issue. One worker told me that we should be refunded the money again in a few days. The next worker said the money was released and to call the bank and ask why it didnt show up back in the card. The last worker told me I would not be getting my money back because the charges were for going a few cents over. They refuse to refund the money back to me even though 4 different workers told me a different story every time. There also seems to be a charge on the bill for self parking at $111.65 when I had no vehicle and I was taking free shuttles to the parks.I would like my $61.44 and $60.92 returned to my credit card. I will attach all the needed documentation.

  Business Response

  Date: 02/10/2025

  Good day,

  Thank you for contacting us regarding guest **** ********* invoice 320034.  Guest was charge for Destination fee $170.28, F&B $140.86 with a credit of $138.52 guest pay $2.62 and parking fee $120.02 total of $292.64.

  Are record indicated that parking was use ask kind gesture we will honor the credit of $120.02 that is the portion of parking fee.  We submitted this credit to our ******************* refund will take from 5 to 7 business day all depend on the credit card refund policy

   

  Business Response

  Date: 02/11/2025

  Good day,

  Thank you for contacting us regarding guest **** ********* invoice 320034.  Guest was charge for Destination fee $170.28, F&B $140.86 with a credit of $138.52 guest pay $2.62 and parking fee $120.02 total of $292.64.

  Are record indicated that parking was use ask kind gesture we will honor the credit of $120.02 that is the portion of parking fee.  We submitted this credit to our ******************* refund will take from 5 to 7 business day all depend on the credit card refund policy

  Customer Answer

  Date: 02/11/2025

   
  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,
  
  **** *********

• Initial Complaint

  Date:07/22/2024

  Type:Billing 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.

  The hotel have several transactions on my account for fees that over exceed the charges that should have been deducted at time of check out. There should only be 2 transactions from the hotel at checkout time one for $317.51 and one for $194.01. We spoke to representative about the transactions that were being withdraw from our account, which they stated they didn't do. Our bank account went on negative due to all withdrawals. We contacted our bank and filed a claim. Our guest number for hotel is ******

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Good Morning,I'm reaching out regarding my recent stay at one of your Hotels. We checked in on March 8th. From the moment I arrived, my experience was less than satisfactory. The attendant outside was extremely rude, shouting at guests to move their cars. Despite this initial setback, I decided to proceed with an open mind.Upon entering our hotel room, I was appalled. The cleanliness was abysmal; it appeared as though the floors hadn't been vacuumed in months, with food and grime accumulating in the corners. Furthermore, the toilet was non-functional, with a broken handle, and there were visible water leaks from the ceiling. Paint splatters marred the mirror, and even attempting to contact the front desk via phone proved futile, as it too was dysfunctional. I had to resort to using my cell phone to call.After multiple attempts to address these issues, the response from staff was dismissive and unhelpful. Despite requesting a room change, which was promised but never fulfilled, I waited over 30 minutes without any assistance. Eventually, I had to personally visit the front desk, where I encountered a lack of professionalism from the manager who failed to address my concerns adequately. In the end, I was only offered a refund, with no sincere attempt to rectify the situation.The lack of professionalism and disrespect towards customers at your establishment was appalling. As a frequent patron of Marriott hotels, this experience stands out as the worst encounter I've ever had. Subsequently, we relocated to the ******* Palms, where the ***** contrast in service was evident. Ultimately, it's not about the monetary aspect but rather the level of respect and care shown to guests.I have documented evidence of the unsatisfactory conditions encountered, including photos and videos, should you require further proof.

  Business Response

  Date: 03/27/2024

  We would like to let the guest know the following,
  First and foremost, please accept our sincerest apologies for any inconvenience or frustration you experienced during your recent reservation with **. Providing exemplary service and ensuring a seamless experience for all our guests is of utmost importance to us, and it deeply troubles us to learn that we fell short of your expectations.
  After carefully reviewing the details of your stay, including the attached receipt and change log documenting the reservation activity from check-in to check-out, it has come to our attention that there were certain shortcomings in the service provided. We understand the importance of a smooth and enjoyable stay, and we regret that we were unable to meet your expectations on this occasion.
  We acknowledge that our attempts to offer alternative accommodations fell short of resolving the situation to your satisfaction. While we understand your frustration, we are truly grateful for your understanding and cooperation throughout the process.
  As a gesture of our sincere apologies and appreciation for your patience, we would like to extend to you a complimentary reservation for a two-day stay with us. This offer is our way of expressing our commitment to ensuring your next experience with us exceeds your expectations in every way possible.
  Please be assured that we have taken your feedback seriously and have implemented measures to prevent such incidents from occurring in the future. Your satisfaction remains our top priority, and we are committed to regaining your trust and confidence in our services.
  Once again, we apologize for any inconvenience caused, and we sincerely hope to have the opportunity to welcome you back for a more enjoyable stay.
  Thank you for your understanding and continued support.
  Warm regards,

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

   

  Customer Answer

  Date: 03/30/2024

   
  Complaint: 21438842
  
  I am rejecting this response because:
  I encountered issues with Delta Hotels where I attempted to address problems, but unfortunately, no resolution was achieved. Despite understanding that such situations can serve as learning experiences, I expected some action after multiple attempts, including direct communication with a manager. However, it was disappointing to find no proactive response, even as the manager remained elusive. This highlights a potential area for improvement in managerial handling. Consequently, I decline the offered complimentary stay and instead request reimbursement of $911.42, reflecting the expenses incurred at ******* Palms due to displacement, stress, and last-minute booking costs.
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/11/2024

  Good afternoon,

  I am writing to share our findings regarding the recent departure of our guest. Upon thorough review of the circumstances and the change log, it has come to our attention that our team promptly offered a better accommodation upon the guest's request. Unfortunately, the guest opted to leave instead, a decision which we duly accepted without applying any penalty charges.
  

  Should you require further details or have any concerns regarding this matter, please do not hesitate to reach out. But the management team has decided not to agreed with the compensation requested and instead we renewed the offer of a free stay in the future.

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21438842
  
  I am rejecting this response because:

  Indeed, a room change was agreed upon as indicated in the initial complaint, if you had the chance to read it. Subsequently, we were informed that someone would deliver a room key to us. However, despite waiting for a considerable period, no one came to assist us. Consequently, I proceeded to the front desk in an attempt to speak with a manager, but to no avail as nobody emerged from the back office. The lack of communication and organization was apparent, prompting me to request a refund for the inconvenience. If faced with unprofessionalism and rudeness from staff, what recourse would you take? My request is for reimbursement of the expenses incurred during my stay at ******* Palms.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 Sunday Dec 3,2023 I flew into Orlando for my daughter cheerleading national ! I paid $671 dollars for this hotel room. I stayed at delta hotel until Friday Dec 8,2023 , during those 5 days room service only cleaned my room ONE TIME. The bathtub was rusted I had to put towel on the bathtub floor in order for my daughter to shower. The bathroom floor was cracked ! , the bathroom door wouldnt shut all the way. Not to mention when I checked my daughter hotel bed I noticed there was blood droplets that was being hidden by the pillows , I asked my daughter if her nose was bleeding she told me no ! A friend of mine also had the same issue she found blood droplets on her cover ! This is ridiculous and DISGUSTING! My 7 year old daughter was sleeping in that bed , I went to the front desk to complain about it and all they said was well I dont know what to tell you there is a new shift of workers coming on Ill write it in the notes and have my manager follow up I never heard anything else about it ! I also let the front desk know that after house keeping cleaned by room they put dirty sheets and pillow cases on my bed ! The hotel hallways smelled like mold. This is NOT OKAY ! I am very angry at this stay and they didnt accommodate me at all not one bit ! I waste $671 staying at this hotel ! Something needs to be done ! There should not be blood droplets and the front desk not doing anything about it ! I will let everyone know not book with this hotel ! Let me not forget there was only ONE elevator working , they also had a hard time opening up the stairwell doors

  Business Response

  Date: 12/22/2023

  We have completed the compensation please see attached communication with the guest

  Customer Answer

  Date: 01/07/2024

   
  Complaint: 20998195
  
  I am rejecting this response because: its been more than 10 business days and I still have yet to recieve the marriot points ! I emailed them two more times, after she said shell look into it and never got a response 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/16/2024

  The points were submitted and approved by the property and ******** has added the point to her account. Please log into your BONVOY account so you will see your points it took longer due to being a new account