ComplaintsforGaylord Palms Resort

• 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

  12/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Marriott, which Gaylord Palms is a participating member is false advertising Suite Night Awards to incentivize member loyalty. ******** is then failing to honor the Suite Night Awards according to the Terms and Conditions (Document attached) it sends to it's members. I booked a stay for Gaylord palms on 12/7/2022 to 12/11/2022. A Suite Night Award was requested on 12/01/2022. The Suite Night Upgrade was denied on 12/06/2022 at 3:13pm. Gaylord Palms was Selling Suites online on 12/06/2022 at 7;21pm (picture attached). The Marriott Terms and Conditions state the following. "Suite Night Award use is based upon availability of the requested suite or Premium Room. Checking for availability begins five (5) days before arrival. If availability is not confirmed five (5) days before arrival, availability is checked each day before arrival up to 2 p.m. local time of the Participating Property one (1) day prior to arrival. If at that time Suite Night Awards cannot be confirmed, the Suite Night Awards are credited back to the Member's account" Marriott False Advertises as the suites were available "upon availability" up to and even after the upgrade was denied. I'm asking for either a refund of my last stay, extension of my Suite Night upgrades, along with a promise to abide by the terms and conditions going forward or a refund of all the prior stays that earned the Suite Night Awards along a promise to abide by the terms and conditions going forward. I have attached emails and screens shots showing times Suite nights were available, ********'s Terms and Conditions and discussions back in fourth with Gaylord Palms when the customer service rep.

  Business response

  12/14/2022

  The guest has already been notified of the resolution and Suite Night Awards are based on hotel availability. At this time of the guests arrival, we did not have availability to honor his request for the entire duration of his stay as the Suites were sold out for one or more nights. The guest is advised of the resolution.

  Customer response

  12/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I documented the suites were being sold online and available for the duration of our stay when they were denied. Gaylord palms is a participating member of Marriott and did not abide by the terms and conditions of *******'s guest policy that is advertised and sold to members.

  Customer response

  12/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response fails to address the complaint in general. The rooms were available when they were denied and that is documented. The Suite Night upgrade awards is different and separate from an upgrade for platinum status, which I also wasn't given but that isn't what the complaint addressed because platinum upgrades aren't detailed in the terms and conditions like Suite Night Awards are. They are conflating the two in their response saying the Suites weren't available upon arrival because they were requested and denied prior, which is documented

  Business response

  12/16/2022

  We have concluded our investigation into this and the guest has already been made aware of the resolution.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  When i checked in to the gaylord palms on 29OCT22 i hold of ****** was placed on my account in excess of 150 for the entirety of the stay (******). I was told the hold would be released after i checked out. The hold was not released and ****** has been held from my account and the bank can not clear the hold without Gaylord palm releasing. I have literally spent hours on the phone with Marriot and Gaylord palms *************** and over and over only to get pushed to other departments and placed on hold. They claim they cant release the hold and the funds have been removed from my bank since 29OCT22. The bank can do nothing to release the hold. ******* claims that they can't release the hold but they were the one initiating it. I can not get this hold released by working with the Marriot or Gaylord palms. I suspect this is a larger fraud they are commiting on their guests. I would have only reconciled this by reconciling my charges to their bills. Their bill (attached) shows no mention of this hold.

  Business response

  11/20/2022

  We are working with the guest to resolve ***************** and fix the billing of their stay.

  Business response

  11/22/2022

  We are working with our team internally to resolve this opportunity and the guest will be contacted for a resolution.

  Customer response

  11/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  At this point the position from Gaylord Palms is that there is nothing they can do and tgey say that I need to have my bank release the hold. The bank is adamant that Gaylord Palms need to complete the transaction and there is nothing they can do "Rhey initiated the hold, they need to release it" . As of now there is still a hold of $443,96 on my account for Gaylord Palms and that money has been removed from my account. Coinbase is adamant that Gaylord Palms needs to complete the transaction.. I have gone back and forth all weekend with them and have gotten no where as usual with this company. I suspect fraud at this point. I hand holds placed on my account everyday for transactions and this is the only one I had a problem with and I'm shocked that it has gone on for this long.

  Customer response

  11/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Their response is they are working on resolving this. My last email communication with them yesterday was unresolved. The hold is still on my account and the money removed for 25 days now. The bank is adamant that Gaylord Oalns needs to either complete or void the transaction and there is nothing they can do to free my funds.

  Business response

  11/28/2022

  Our resort has directly communicated the current status of this case with the guest directly.

  Customer response

  12/19/2022

  I worked with the bank to resolve. Gaylord palms has nothing to do with the resolution and refused to work with me on it. This is the last time I will stay at a Marriot brand

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stayed at the Gaylord Palms Friday - Monday over Memorial Day weekend. I dropped my car off at Valet, didn't move it until it was time to go. I got down to valet to request my car; they couldn't find my keys. They even had me back behind the counter helping to look for the keys. 3 hours. FINALLY figured out an employee had them at their home. Now that I have been stressed out not being able to find my keys and get on the road when I needed to be on the road by - to get our dog, our dog now had to spend another night at the kennel due to missing pick up time. This was very traumatic for my young child; we were left there waiting - I was offered a BOTTLE OF WATER by front desk manager. I asked multiple times while there and after to speak to hotel manager. They wouldn't let me near him. I finally got a front desk manager that seemed helpful. She was willing to refund a one night's stay, all of the valet parking charges ...... It is now June 22nd. No refund, and not able to get anyone to respond to my calls.

  Business response

  08/02/2022

  Business Response /* (1000, 5, 2022/06/23) */ We are working directly with the guest to resolve their concerns.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked a reservation for the Gaylord Palms for 3/18/22. I used a suite night award and said that I need the suite to accommodate my family. The reservation line said to call 5 day prior to check on status, but could take up to the days before to approve. I called every day to see what the status was. 5 -6 calls up to the day before, the Bonvoy customer line said that it was up to the Gaylord to approve. The same amount of calls to the Gaylord resort said that it was up to the Bonvoy Dept. On Bonvoys own sight, it says that someone should get notification of the status of the suite nights 2:00 pm the day before the reservation. Screenshot attached. Still both sides are blaming the other. I called the day of and spoke with several managers. they said all suites were taken because my suite night was still not approved. I had to cancel my reservation, but now that is the day of, they are keeping my points, adding insult to injury. Based on the incompetence of either side to do anything about a suite program that is offered by their company, I want my 40,000 points returned to my account and the suite nights award rules to state clearly that the hotels will not approve until you may get to the hotel.

  Business response

  04/15/2022

  Business Response /* (1000, 5, 2022/03/20) */ We have reached out to the guest to resolve the opportunities they had.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had 2 reservations for stay December 19th-21st, 2021. Reservation #1 had 2 rooms, and the second reservation had 1 room. On 12/10 I called in to cancel the 2 reservations that I had (Reservation code X - XXXXXXXX, and Reservation code X - XXXXXXXX), 3 rooms total. I gave the agent one of the reservation codes and asked if he could pull BOTH of them up with it and he said yes. I asked him to cancel everything and to email me the confirmation of the cancellations as I did not want to be charged (I canceled within the window that allowed for me not to be charged). I asked all the necessary questions and was assured everything was canceled. I was then sent 2 cancellation confirmation emails for both reservations. Weeks later I noticed a $500 charge. I called to find out what it was but the agent was not able to explain to me why I was charged $500 when I had called to cancel the 2 reservations. I asked for the matter to be escalated and Brianne M., was extremely rude and dismissive, contacted me by email. I explained what happened and sent screen shots of the confirmations - the 2 I received when I booked and the 2 I received when I canceled. Her response was, "you only told the agent 1 confirmation number so he only canceled that one". She completely disregarded the fact that I specifically asked for BOTH reservations to be canceled. I scrutinized my emails further I realized that the cancellation was for reservations code - XXXXXXXX and reservation code XXXXXXXX. (There was none for reservation code XXXXXXXX with the single room). This would indicate that there were 3 reservations but I only had 2! I do not know where reservation code XXXXXXXX, came from but it would appear that they some how split the reservation that had 2 rooms. I do not know exactly what they did on their end but I only had 2 reservations and I called to cancel both. Extremely HORRIBLE experience dealing specifically with Brianne M. who ignored all my requests for a phone call.

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/01/15) */ We are working directly with the guest to resolve their opportunities.

• Initial Complaint

  01/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The room the hotel gave us and was unwilling to change is adjacent to the elevator, on the second floor directly overtop a fountain where crowds congregate. The noise goes well into the night. They are unwilling to let me check out of the room a day before my scheduled departure due to a policy change that took effect 1/1/2022, which I did not agree to. I'm told the only person who could waive the early departure policy is the GM who works banker's hours. When I contacted the hotel through their chat service they did not seek to resolve any of the issues. This is not at all the resort experience the hotel promises. I was only seeking to be released a day early from my reservation because you can't sleep in the room - but now it looks like the request will have to be for a refund.

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2022/01/04) */ We are working directly with the guest to resolve the opportunities they had. Consumer Response /* (2000, 7, 2022/01/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) The hotel provided a refund and was aware of this BBB complaint. I am grateful for the BBB's support in helping me reach resolution, and for the hotel's willingness to help once notified.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charges on credit card that area unknown weren't spent by me 375.56 which is shown on bill that was nowhere I spent and 194.71

  Business response

  02/14/2022

  Business Response /* (1000, 8, 2022/01/19) */ We have reached out to this guest to assist in resolving the billing opportunities.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ON DECEMBER 11 I PURCHASED 5 ADULT TICKETS TO SEE THE ELF EXPERIENCE AT GAYLORD PALMS THINKING WAS THE USUAL ICE EXPERIENCE THEY USUALLY HAVE. I WAS GIVING THIS EXPERIENCE TO MY FAMILY AS A CHRISTMAS GIFT SINCE WE ARE FROM BRAZIL AND WE DON'T HAVE EXPERIENCES LIKE THAT IN BRAZIL. I SPENT $166.60 AND I NOTICED THE MESSAGE ABOUT NOT BEING REFUNDABLE BUT WHAT I DIDN'T NOTICE WAS THAT THERE IS NO ICE THIS YEAR. NOWHERE IN THEIR WEBSITE MENTIONS NO ICE. WE WENT THERE ALL BUDLED UP WITH HEAVY WINTER CLOTHES AND ONCE WE WERE ABOUT TO ENTER ONE OF THEIR EMPLOYEES TOLD ME WE DIDN'T NEED TO BUNDLE UP BECAUSE THERE WAS NO ICE. SHE SCANNED 2 OF OUR 5 TICKETS BUT WE DECIDED TO LEAVE SINCE THE EXHIBITION IS FOR LITTLE CHILDREN AND NOT SUITABLE FOR ADULTS. WE WERE VERY DISAPPOINTED, SAD AND EMBARRASSED. EVERYONE WAS LOOKING AT US AND LAUGHING. IT WAS A COMPLETE DISASTER. I CONTACTED THEM ASKING FOR CONSIDERATION IN REFUNDING MY MONEY BUT ALL THEY OFFERED ME WAS TO GO BACK THERE TO WATCH A SHOW AND TAKE ADVANTAGE OF THE FREE STORY TELLING EXPERIENCE BUT MY FAMILY SPEAKS PORTUGUESE AND CAN'T UNDERSTAND ANYTHING IN ENGLISH, SO IT'S POINTLESS. I EXPLAINED THAT TO JACLYN ********** AND SHE SAID THAT'S ALL SHE COULD DO SINCE THEY ARE NON-REFUNDABLE TICKETS. I WOULD LIKE TO BE ABLE TO USE THIS MONEY FOR A BETTER CHRISTMAS GIFT TO MY FAMILY. PLEASE HELP.

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/21) */ Worked directly with the customer to reschedule a time for them to come back and enjoy our Snow Flow Mountain. Consumer Response /* (3000, 8, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one has contacted me to enjoy snow flow mountain, they offered for us to go back, pay $30 in parking if we don't eat at one of their restaurants and watch an acrobatic show which we are not interested. Snow flow mountain will not work for my family as we have 2 elderly people in our group. We want a refund which is not a lot of money for them but it will make a difference for us. Business Response /* (4000, 10, 2021/12/22) */ Worked directly with this guest to resolve their opportunity. Consumer Response /* (2000, 12, 2021/12/22) */ I RECEIVED AN EMAIL ABOUT MY REQUEST AND HAVE BEEN NEGOTIATING WITH THEM DIRECTLY. THEY SAID I WILL RECEIVE MY REFUND WITHIN 7-10 BUSINESS DAYS

• Initial Complaint

  12/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a loyal patron of gaylord palms for over 10 years. I have noticed that over the years anytime I order room service the wait times tend to be over and hour. This time I went from December 17 - December 19 with my 1 year old and 5 year old. When I arrived on friday at around 8pm I called room service to get warm milk for my son and they informed me that it would be 90 minutes. That was obviously not acceptable and I had to leave the hotel to find my son warm milk. The next day i went to magic kingdom and after a long day I tried to call room service from the park and this time they told me that it would take 3 hours!!!! I was very upset because as you can imagine I cannot hold a 5 and 1 year old over for 3 hours for dinner. When I got to the hotel I tried to go to various restaurants and none of them would do take out. I even went to the sports bar as well and they said they would not do take out. It didn't make any sense to me that none of the restaurants would do take out and room service was three hours. I had to call valet and wait 30 minutes for my care and by the time I came back, my entire family was asleep and we were not able to have dinner. The next day, I spend all morning trying to call the bellhop to no avail, and when I finally made it down stairs to get my car, the line to turn in the ticket was 30 minutes. After turning in my ticket it took them 50 minutes to bring my car. This is an terrible level of service for a grand hotel. I am very disappointed and will have a hard time going back. It is a real shame too because the hotel is beautiful and it has such a wonderful feel to it. I really think that the service should be able to match the amount of guests your are hosting. It seems like there are too many guests and not enough manpower to deliver on the service.

  Business response

  02/11/2022

  Business Response /* (1000, 10, 2022/01/18) */ We worked directly with the guest to resolve their experience and the guest was fully satisfied.

*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. ↩