ComplaintsforEmbassy Suites by Hilton Orlando Lake Buena Vista South

• Initial Complaint

  02/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I complained to the front desk that our room wasn't ready an hour and a half after check in time and the manager said I insulted his employee which was untrue and he had my family and I banned from the hotel which made me lose my prepaid money I spent on the room and also I had to forfeit over 200 dollars because I couldn't take my trade exam the following day at the hotel.

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/02/16) */ Good Day - we appreciate the opportunity to respond to this BBB complaint received by the hotel on February 15, 2022. In this particular matter the individual arrived at the hotel at approximately 4:10pm, which is 10 minutes past our posted check-in time. The individual's assigned suite was awaiting final inspection by housekeeping, so when he arrived a call was placed to get an update on the room status, which was not well-received by the individual. The individual then began insulting the state in which the Front Desk Agent was from stating that people from there were "disgusting" among profanities and other things that I will leave out in order to comply with BBB's rules for responses. Due to the engagement with this individual the Front Desk Agent proceeded to get our Assistant Front Office Manager involved who was also verbally berated by the individual and was called "that fat boy" and the individual also stated "it was sad cause (sic) he barely could understand (Assistant Front Office Manager) speaking English." Due to the nature of this individual's behavior the decision was made by the Assistant Front Office Manager to ask this person to leave the premises pursuant to Chapter 509 Section 141 of Florida Statutes. The hotel did not charge the individual for his pre-paid, non-refundable, non-cancellable reservation in an effort to diffuse the situation. The refund was processed to the individual's credit card on February 10th immediately after the individual was asked to leave the premises. The individual also spoke with the General Manager and Assistant General Manager of the property where he used xenophobic and insensitive language as well as profanity when attempts were made to discuss the matrer. Based on the numerous calls and e-mails received by key stakeholders at the hotel from this individual over the past 24 hours he has informed us that his exam has been rescheduled for April and as previously noted the hotel elected not to charge him for his room in an effort to bring closure to this matter. The hotel appreciates the opportunity to respond to this BBB complaint and stands ready to address any further concerns that may arise. Consumer Response /* (3000, 8, 2022/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because everything they stated above is a complete fabrication and their staff was the rudest I've ever encountered. These are thieves in suits they just parasitize the community. Business Response /* (4000, 10, 2022/02/18) */ From: Warren ******* <**************@hilton.com> Date: Thu, Feb 17, 2022 at 8:25 PM Subject: Re: BBB Complaint Case# ******** (Ref#XXX-XXXXXXXX-XXXXXXXX-X-XXX) To: Better Business Bureau Cc: Dennis **** <***********@hilton.com>, Marcel ***** <************@hilton.com> Ms. Critton, I am going to forward emails sent to me this evening by Mr. ***** after his review of our response to his complaint sent to the BBB. It is my hope the emails received this evening will be of assistance in the BBB determining that any further dialogue through BBB channels will not be necessary or beneficial and that complaint case #XXXXXXXX can and should be closed. We are confident we have acted in good faith and been more than reasonable in our efforts to resolve the matter amicably. We did refund his prepaid, non-refundable room charges despite the fact we were not obligated to do so. If I can be of further assistance or need to be directed elsewhere please reach out to me. We appreciate your assistance in this matter. Kind Regards, Warren ******* Director of Sales and Marketing Embassy Suites Orlando Lake Buena Vista South

*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. ↩