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:02/11/2025

  Type:Sales and Advertising 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.

  Hotel Reservation was for 2/7/25-2/9/25 1.[B1, Room 113] Room door would not open, had to go to front desk 3 times, maintenance personal (*****) had to open door using a device. Finally, after the door was open, went into room, to find beds were dirty, one with p*** or blood stain on it, walls suffering from water damage, signs of mold, photos available.2.[B2, Room 121] After switching room, next room dirty carpet, smell like cigar and wet dog.3.[B5, Room 256] ******* switch us again, this room we couldnt go in, because there were 5 individuals standing in front of the door smoking pot, Im traveling with 2 female individuals, we didnt feel safe and comfortable as this point staying. So we booked another hotel and left after informing the front desk.Hotel manager refuses to refund me or acknowledge complain.This issue had cause me financial and mental ,emotional distress.I want a full refund of the reservation and compensation of my other hotel that I had to book due to Maingate lakeside resort failing to provided proper accommodations.

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair 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.

  We were to stay there starting 12/31/24. We checked in and were sent to a room and as we walked in there were other peoples things all over the room. We went back to the front desk and the person had no idea what was going on. We were then given another room to which we went to, this one was absolutely unacceptable! There was stains all over the carpet, the bed, the sheets, there were roaches in the room both alive and dead, no remote for the tv it was absolutely disgusting. We then came back again and canceled our stay. My husband spoke to ***** (manager) and was assured we would receive all of our money back. We were changed the cancelation fee, we booked through ***********, we were told that ***** cleared it that we would receive that back since the room was unacceptable and dirty. We still have yet to receive that back as well as the $50 room deposit paid at check in. This has been nothing but a nightmare with this resort no one gets back to us after numerous phone calls and emails sent. ***** has yet to return our numerous calls. Everyone we have spoken to is extremely rude. Please give us our money back. Whatever you need to do, please do it, this is bad business and this property needs to be held accountable for their property. We just want our $50 room fee and our cancels fee refunded at this point.

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair 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.

  I was moving back to the ** from the ******************, and I just needed a cheap place for a couple of days. I made the reservation on *******. When I arrived, they charged me an extra $26 dollars per day for a "resort fee." The online offer did say there was a tax that I needed to pay at the hotel, but it was less than that. The place is a dump. NOT a resort. I told them there was no "resort fee" in the deal I made, and they said it was in the confirmation email they sent. I told them I just got an email the day before that said NOTHING about this, and they asked to see it. As I said, I just came from another country, so I could not access it at that time. After I checked in and got the Wifi password, I went to my room and checked my emails. I had THREE emails confirming the reservation. TWO said nothing about it. ONE did have some extra charges, but they were nowhere close to 26 dollars a day. So I went back to the office. I told them about the emails, and they didn't even want to look at them. They just said I was wrong and it was on the listing (it was NOT). I told them it seemed like a problem between the hotel and Expedia, and they said, "No, it's a problem between YOU and Expedia." To which I said that's ********, but I would be leaving bad reviews. The manager stormed out of a back office and said, "I canceled your reservation! I want you off the property!" I never raised my voice once. My wife was already in bed (we both were up all night with no sleep), and like I said before, I was without a phone, and I didn't have a car, so I was stuck in the cold for 2 and a half hours on the sidewalk waiting for my wife's niece to come pick us up. The ABSOLUTE WORST hotel experience I have had in my life, and I have stayed in hotels across ****** and *************.

• Initial Complaint

  Date:08/21/2024

  Type:Service or Repair 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 resort was disgusting, front door was damage, inside furniture was covered in mold, carpet was ripped and destroyed. The place looked abandoned and pools were filthy and green. Photo posted on line was false and misleading. Front host did not care and mentioned amenitys which were not available. Tourist trap. This place needs to be investigated and closed down.

• Initial Complaint

  Date:07/15/2024

  Type:Product 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.

  This place is truly disgusting, I booked a room for 2 nights, on night 1 I woke up at 2:00 in the morning with roaches crawling on me. I called the front desk and they couldnt switch rooms because they were fully booked. I ended up checking out, tried to get a refund for the 2nd night and was told they would not refund me because Roaches are an endemic to ****** and they can freely move through doors and into your rooms. Date is stay 07/05/2024-07/07/2024

• Initial Complaint

  Date:05/07/2024

  Type:Product 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.

  OK I don't have doctor ***** but idc as long as I get a response it's like there avoiding me my room was moldy I kept coughing all night I called the front desk they said they couldn't move me and they had squishy walls with mold my throat kept itching bad and I feel a chest pressure since I left they made me wait till 3 am to check in for a fee they never told me about I paid in full and they still keep charging me I want help to get them to either refund me or I'll get a lawyer there still charging me by overdrawn my bank I'm a 80 year old veteran my name is ******************************* **********

• Initial Complaint

  Date:04/25/2024

  Type:Product 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.

  Booked King room for visit on 04/19-04/22. Reserved on Expedia & paid online for the room, was advised I would pay the fees at check in. Paid additional fee at desk, asked clerk if that was everything, she said yes only a 50 refundable fee may show up. Asked again, I'm paid in full, she said yes. Went to room, was struck by heat even though air was preset to 60. Waited a few minutes to see if it would cool and didn't. Tried to call desk, there was a chewed up straw by the filthy phone that didn't work. Called hotel number from cellphone, was told I had reached ************* would have to walk to office. Told desk clerk of issues, she asked for key, told her I needed it to get my stuff from ********* dog. She asked if I had a dog, I told her yes & I noted on my reservation. Desk assistant told her it was ok, everything was good, put me in a different room. Went to room, 2 twin beds not King. Tried to call, again phone not working. Next morning I see online banking an exact duplicate charge that I paid the night before was on my account with additional 18 charge. Went to desk, clerk said unsure what the 18 was for, she would check with manager about duplicate. Went about my visit/stay. On checkout, asked about the duplicate/mysterious charge & now told that it was for a pet fee. I replied that I was told that I had paid everything in full, she proceeded to argue with me that pet fees are separate. Called later, left 2 ***************** an email to manager ****** who refused to respond. Called & spoke with ****** who had *************************** respond to my email. ****** stated she would investigate and respond within 24 hours, which she never did. I sent her 3 emails over the course of the next 15 hours, she still never responded. I finally got an email from ******************************** who said the charges will remain & would not compensate for the room conditions, the deception on the charges, the failure of the employee to properly communicate the charges, the failure to respond.

• Initial Complaint

  Date:03/27/2024

  Type:Product 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.

  Company makes it impossible to cancel a reservation . The 1800 numbers listed rings busy . No human ever answers phone . Called all hours of the day .no reply to emails . No way to contact this company so impossible to cancel reservation K2SA81AAG

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair 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.

  On Friday morning, February 16, 2024 myself, my son, and my partner enter Maingate Lakeside Resort because we booked a room through Groupon for my son for 6 nights. The room was paid for through Groupon. We was greeted by a hotel associate named *********. She told us the system was down but gave my son paperwork to fill out, checked him in, and gave him his room keys. He settled in the room on Friday, we bought him groceries worth $106, and that was it. On Saturday night 2/17/24 he called me stating a man that identified himself as a maintenance worker knocked on the door and stated my son had 30 minutes to vacate the room because he didn't belong there. My son explained that we booked the room for 6 nights, but the man continued to state my son only had 30 minutes to vacate the room. When my son asked about the groceries, the man stated he will hold it in the maintenance office until someone came to pick it up. When myself and my partner arrived later that night to pick my son up he was outside in the rain. We went to the resort and spoke with *****, she stated she didn't have our paperwork and my son wasn't in their system. She told us to called ***********************, asst ***** office manager, at 9am to speak with her. When we asked ***** about our groceries that was put up in the maintenance office, she stated "we have no maintenance". I've been calling *********************** since February 17 and I'm always told that she'll be in on different days. I call on those particular days then I'm told another day to try and call. I've left several voicemails and emails with no response from this company. This company stole our money for the room that we booked for 6 nights and took all the groceries that was in the room.

  Customer Answer

  Date: 03/20/2024

  To whom it may concern:

  
  

  My complaint with Westgate Lakeside Resort was resolved. The company gave me a full refund. 

  
  

  Thank you,

  ******* McCullough 

• Initial Complaint

  Date:01/28/2024

  Type:Service or Repair 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.

  Hotel is unsafe the rooms are dirty they smell there is mold and mildew thru out the room. The curtains and switch at the door shows they were on fire. The smoke detector was not hooked up it was setting on the floor. There are wires hanging out the wall. Bath tube was covered in dirt. Was not safe to stay here with kids. The manager refused to come out and talk to us and you can never get anyone on the phone when you call.