ComplaintsforGaylord Palms Resort

• Initial Complaint

  07/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I originally made a reservation to stay at Gaylord Palms May 18 through the 19th. I had made a reservation for two rooms and due to a family member contracting Covid. We had to only use one of the rooms and change the date of the reservation for the second room to July 10.. On July 6, I change the date of the standing reservation for July 10 to August 31. I chose a room of the same price and the app that Gaylord Palms uses made the reservation changes and never disclosed to me that I would be charged immediately $345.79, for a reservation that I would not be using until August 31. Every reservation I have ever made with them. You do not pay until the date you arrive as theres always the potential that your date *** change. The hotel is now telling me that I made a reservation that could not be modified and would require full payment at the time of booking. My reservation originally created for my stay May 18 should have been a standing considerations for the type of reservation that I made as the application never notified me that the type of reservation I was making was different than what was already pre-existing exist.. I am asking for a refund of $345.79. And cancellation of my reservation for August 31. The reason for my request for the cancellation is due to the extreme lack of cooperation of the staff at Gaylord Palms and the unwillingness to understand that their application that is used through the Marriott Bonvoy app potentially has user issues that need to be corrected so that consumers are more readily made knowledgeable of what transactions are taking place when it Is in regards to their credit card being billed in advance. I was never advised that my card would be charged immediately and feel that Gaylord Palms has accountability to ensure that the Bonvoy Marriott app is functioning in a capacity that is allows their users to be made aware of any funds being deducted from their accounts prior to the transaction.

  Business response

  07/14/2024

  The guest was contacted through our ************************ as a case was created. We worked with them directly to resolve their issue.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Property stay April16 -28 Purpose is paid business convention in premises . Booked and paid over a month in advance. My room was confirmed via e-mail. There was no notification of accommodation alterations ever sent to me. Upon arrival I was notified that my room was given away to other clients who have paid a higher rate as they are priority. I was re located to another hotel taking away means to attend paid for conference, a trip purpose. Conference provides food therefore I was left with no dining. No transportation provided to bring me in and out of conference daily. I stood by the front desk watching other customers checking in with no issues. This is discriminatory against me. My phone number seems to be blocked as calls to front desk seeking resolution are not going through. As promised manager has never called me back. I am in a different hotel room, with no food, no capacity to attend conference, no solution to this. I am kicked out of hotel I paid for because supposedly someone is a better paying client.

  Business response

  04/23/2024

  We have personally spoken with the guest, addressed their concerns, and offered them a resolution which they accepted.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Part of the transaction and reservation was made online on 12/22/23 as I paid the extra $208.53 upon arrival. The AAdvantagehotels.com took ****** aadvantage miles as well for 2 nights only.Anyhow, as me, my daughter and granddaughters arrived to Gaylord on the 24th, the room was not ready and I was told to wait until receiving a text indicating when room was ready. I did alert them that I have a back disability and I really needed to lay down asap. We received a text about 1 hour later and went to our room. Unfortunately, that's when the real problems began. The room was filthy with crumbs on tv drawer along with computer desk and floor. The beds were the only items made up. I immediately called front desk and ******, Housekeeping Manager, came to assist. She basically was negotiating ****** AA miles and no resort fees which were in addition to what I had already paid. She said to wait around 10 to 14 days to get my miles back as the department in which these miles need to be handled is not as available due to holidays. I said fine. The next day on 12/25/23, I checked my credit card that I registered with hotel in case of incidentals even though I knew we would not be charging any items from hotel to this card. I noticed a $497.99 pending charge and went immediately to the front desk to inquire and the front desk gal could not assist. She then got a manager to look at account and, after a while, the manager said that it seems the computer generated that hold automatically. He said it typically generates a hold based on purchases being made. At this time, I realized the manager was guessing as I had only purchased a $5 **************** and nothing else. There were no other charges made to hotel. I spent a couple hours dealing with this issue which certainly took away from the vacation's pleasant experience I had hoped for. In addition, right after this ridiculous hold that prevented me from purchasing items for my granddaughters, I encountered that our water bottles were not sent to our room. There were suppose to be 2 bottles per guest which would total 8 bottles per day. This was already early evening?! I called front desk 3x and it took another 3 hours to wait for water. I was too upset by these events that I didn't even go to dinner with my daughter and granddaughters. You have to experience this in order to understand how and why I felt the way I did.Next day checked out and we drove diirectly back to daughter's home instead of shopping. Quite a dismal experience for the expense of what would be converted to approximately $2k for 2 nights at Gaylord. **************************** $162. At ****** is approximately $2k not to mention the additional $208.53.My emails to AAdvantagehotels was for full reimbursement of entire stay as I felt and feel this stay was CERTAINLY NOT WORTH $2k+. AAdvantagehotels went back/forth with me in emails stating that Gaylord hotel was not wishing to refund. I mentioned the promise that ******, Housekeeping manager, made to me and they said it has not come through to them.I called front desk for ******, clerk conveyed email message. Nothing was happening after 14days. I contacted front desk again 1/8/24 and spoke with *****************************. He said he would increase the ****** to ****** Marriott Bonvoy points as I should not be going through this frustration. I said to him that ****** were AA miles and not points as that is how my reservation was made with miles. Miles are worth more than Marriott points. It's a 3 to 1 conversion (points to miles)At this time, I've spoken with ***************************** 2x this past week regarding reaching out to AAdvantagehotels and he said that 2 emails sent and no one has responded to him and/nor coming to an agreement. ****************** was going to reach out to them again this past week around Wednesday, 1/10/24. It's 01/16/24 and ******* from AAdvantage said she'd reach out to ******* to get confirmation of ****** miles or full credit

  Business response

  01/17/2024

  We reached out to the guest directly to address their concerns and find a resolution.

  Customer response

  01/17/2024

   
  Complaint: 21154062
  
  I am rejecting this response because: I am waiting on them again for resolution.  I have not been compensated in any way.  I was told ***** was going to call but no word.  This was the problem Ive been having..getting runaround !
  
  Sincerely,
  
  ***********************

  Business response

  01/25/2024

  Our hotel management team has been in direct contact with both the guest and the vendor in which they booked to come to a resolution.

  Customer response

  01/30/2024

   
  Better Business Bureau:
  
  I have reviewed the r

  pdf sent from Gaylord which simply shows my entire transaction miles and money charged.

  In my frustration,  I told them to give me ****** points which translates to 20k AADVANTAGE MILES.  However,  I wanted entire booking reimbursed for the insane frustration in handling the issues at Gaylord.  I will not be staying with them ever.

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

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased 5 tickets for the Gaylords Ice total $247.20 which two days later the same tickets went on sale half off / bogo. Which I could have got the tickets for $111.20 now they took $ $137 of my money and pocketed it I contacted Gaylord and a rep told me to email the link on my ticket invoice which I did for them to tell me tuff it's my problem I don't think so you don't steal $137 from someone that works hard for there money please help me

  Business response

  12/08/2023

  We reached out to the customer about their inquiry.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While check in I asked hotel staff what will be the total charged to my card at the end of the stay..she mention 1800 but i m being charged 2900z

  Business response

  08/01/2023

  We have reached out to the guest directly about their concerns and will work with them to come to a resolution.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reserved a stay at the hotel for June 25-29, 2022 under a group discount for a Teacher conference. The stay was to be covered by my school district. Upon arrival, we were told to room with a coworker and excess rooms were canceled. I roomed with someone else and was ensured that my card was canceled by the front desk clerk. On June 26th, a charge for $1269.22 was charged to my card. I informed the front desk again and spoke with guest services, who again ensured me that it was an error and it would be resolved. I checked once more before leaving Orlando with guest services and was given a number to call if, within a couple of days, the charge was not reversed. I have called that number and several others numerous times with no resolution. This charge was incorrect and would have never been my responsibility because it would have been covered by my school district. I have been charged the full amount plus interest for seven months. Furthermore, this was an error by the hotel because another person roomed under my name and card with full room service charges.

  Business response

  02/07/2023

  Our resort has contacted the guest directly to resolve this case and will be working with them.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 5th 2022, we checked in to Gaylord’s hotel for a conference. The morning of June 6th, we left to pick up breakfast and as we got to our breakfast spot, we noticed a white scratch along the rear door on driver’s side. Immediately as we got back to the hotel, we reported this to the valet attendant and a supervisor came to assist. He asked me to wait a while so he can pull the records from the evening before and investigate further. I mentioned to him it was strange that the attendant who brought us the car, opened both driver side doors (which would have concealed the damage). Also, while I was waiting for the supervisor to return, the same attendant came over to us while we were standing to see if everything was OK. My wife and I thought his sudden attention to us was strange, but nevertheless, we knew the damage only could have occurred with the valet. We also noticed a dark colored scratch along the side of the exit pole from the valet area. In any event, the supervisor came back and acknowledged that they would handle the claim and will deal directly with **** Rental. He mentioned that we would also hear back from their claims department with the necessary information to provide to the rental company within 72 hours. Needless to say, we did not hear anything prior to leaving nor did we have the documentation that was needed to return to the rental company on our return. On checking out, we spoke to the same supervisor and he in turn, brought either the duty manager or Operations Manager to assure us, the damage to our vehicle will be taken care of and they would deal with **** directly. After several calls to the hotel after we left, we finally got an email (June 10th) with the form we had completed that they told us to provide on our return to **** and they would handle it from there. We were again assured this is something they usually deal with and there would be no issues. Continued on complaint.pdf

  Business response

  02/01/2023

  Our Customer Care team has directly responded to the customer to obtain additional details on the situation that occurred at our resort. At this time, the guest will be connected with hotel leadership and we are waiting for a response from the guest.

  Customer response

  02/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: per the email received, a member of the service team would be calling me that same day and I'm still waiting days later for that call.
  
  Sincerely,
  
  ** **** *****

  Business response

  02/06/2023

  The parking leadership team at our resort is reviewing the guest's case and the guest has been advised on the current status of the case.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good morning, Me and my daughter attended Ice yesterday and were severely disappointed. It started out confusing with limited signage and no directions. So we missed our first show then had to reschedule at the help desk. The help desk was less than helpful in finding and organizing our activities besides using the itinerary which was a waste. The activities were subpar. Mrs. ****** for example we were supposed to have hot chocolate and cookies. We get a cold salty cookie and a box of milk? Seriously? The elves she was supposed to decorate a cookie or something. There was one elf that came around and checked on us while my child painted a dollar tree ornament, we could have done at home. As for the shows the seating was terrible for the price. The commercial is NOTHING like what we saw in there it's like a poor imitation. Like the snow throwing tubes that don't have the points that you score or any real excitement. We were told that we couldn't eat at the restaurants at the hotel because we weren't hotel guests and had to buy junk food when our trip was planned for the entire day. The parking is not labeled and we ended the night on a walking tour around the whole campus because our parking was down one floor. This was the worst trip and I could have stayed home and bought my daughter more presents or went to ****** or something that was actually a good time. This was a complete waste of money. I am requesting a refund because this was not what was advertised. My 7 year old said give them 0 stars well maybe 1 since I got a build a bear. That's sad. Her Christmas was ruined. An unfortunately disappointed customer, ***********************

  Business response

  01/03/2023

  We worked with the guest directly to resolve their experience.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 tickets for snow flow ***************. Apparently they have no limit on how many tickets they sell bc it took us 2 hours to ride 3 times. They had 3 of the 6 snow tubing lanes closed. I'm assuming bc not enough employees as each employee was ******* the 3 open slides. I couldn't even go a 4th time because the line was backed up almost to the front where you enter which would have probably taken 45 minutes plus. They should have a cap on how many people they sell tickets per date as I purchased tickets for a specific date. They also need to have all the slides open to avoid wait times. With parking it was over $150 to ride down the slide 3 times and I had to commute there and back. I emailed corporate but haven't heard back. Very disappointed I thought gaylord had better standards than that.

  Business response

  01/03/2023

  The guest has been contacted for a resolution.

  Customer response

  01/03/2023

  ***Document Attached***
  Gaylord reached out with an apology, unfortunately that doesn't resolve my issue they did not offer refund etc.
  See Attachment/File: Screenshot_20230103_153849_Email.jpg

  Customer response

  01/03/2023

  Gaylord did not resolve anything. They just sent me an apology email and didn't offer much of an explanation or a resolution for me.

  Business response

  01/04/2023

  We reached out to the guest again for a resolution.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/25/2022-$521 The business promised a refund for failing to provide the level of service we were promised by the brand.The room had urine from previous guests on the toilet, I urged housekeeping to correct the issue and they did not .My 1 year old son found a vape from a previous guest in the room, he couldn't been intoxicated, yet I had to reach out again to several managers because no one followed up or cared for the issue.Finally a housekeeping manager named ******* came to the room and I explained all my concerns and explained exactly what needed to be done and he still did not clean the room correctly. He promised a refund. The authorization was released to my card only to be forced through 5 days after my stay causing my account to be overdrawn. I am enraged that this is the way Gaylord palms caters to their guest. This is extremely disappointing. I am demanding a full refund as this room was disgusting and no one should ever have to deal with this while trying to spend Christmas with their family.

  Business response

  01/04/2023

  We have reached out to the guest directly regarding their concerns and for a resolution.

*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. ↩