ComplaintsforStar Island Resort

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started this nightmare by going into our room to be face to face with other guests No separation between rooms. Came back at 1am to no parking (we paid for parking). Whole room was covered in filth Broken safe, no wash cloths, towels were black; asked to have clean *********** said i would have to pay $7. I went to make the bed with the extra bedding provided & they had blood, urine, pubic hair & bodily fluids on it. This disturbed me so bad I investigated the beds to find the same blood, urine, public hairs, ************* were stuck together with "fluids" staff told me they didn't have inventory to give us clean bedding! Told me to take the "nasty stuff" back to the room so housekeeping could throw it away. The manager never called & when we went to him (note we were very respectful and polite even with this experience) he told us good luck trying to get our money back & called security on us. Toilet plunger's in a closet under a TILTED air filter sucking it through vents. No ventilation so the entire place was damp and condensation everywhere all our clothes were damp within an hour. The blow-dryer was so sticky you can literally see it. The bathtub was black and still had peoples footprints in it, the toilet barely flushed, you can see the outside when the door is closed. There were bugs and ants everywhere, drawers floors room ******** & some came home with us :( We left with rashes, hives & can barely speak our throats closed up so bad. Black mold is visible They could care less there, would not help in anyway didn't even get an apology. Even the HR lady that called the next day was rude &unaccommodating. We had to throw our food away because of the bugs and we had to sleep in our car on the 2nd night. We deserve a full refund at the least and in reality more for our food, experience, not being able to relax, enjoy sleep, being subjected to health risks, having to go to laundry mat with our stuff. The owners NEED to know what is happening to their resort

  Business response

  02/06/2024

  
  
  **************** arrived to check out after two nights and complained of several deficiencies and requested a full refund; however, she did not report the concerns prior to check out. We requested to send the *** to the room to assess her concerns before deciding how to proceed, but she declined insisting she was in a rush.   We then offered to remove the resort fees, approximately $35.00 which angered her partner, and he started screaming and cussing in the office and lobby location.  Security was called and they left.
  
   You will find all time stamped notes from two managers below.
  
  
  From: *********************** <**************************************>
  Sent: Monday, February 05, **** 2:04 PM
  To: ******************************* <******************************************>
  Cc: ******************************* <***************************************>
  Subject: RE: ************************* 1515A
  
  ************************* 1515-A
  
  Guest called to express dissatisfaction with stay. ***** stated found blood and urine all over linen in unit.  Guest then stated that she felt our Front Desk Manager had not been helpful he had offered resort fee but she felt this was not enough and wanted a full refund according to ****************** when Front Desk Manager advised he could not do that so her male companion yelled F*** at that point Front Desk Manager called for Security and she felt this was not appropriate stating did we always call security when someone complained.  Guest stated she was giving us an opportunity to fix this before she called a lawyer.
  
  I apologized to ****************** for the inconvenience, but we were not advised of any deficiencies during their two-night stay. I then stated that I would be more than willing to honor what had been offered by our Front Desk Manager. I advised the guest that I was not present during the interaction at the Front Desk and could not comment on the reason for the Security presence.  I again offered to refund resort fee but would not be offering a full refund guest declined and stated she would handle it.   I thanked he for the call and the information.
  
  I contacted ********* who dealt with the guest in order to get further details and he provided the report below along with comments in RCC.  
  No calls in Hotel Expert.
  
  From: ******************************* <***************************************>
  Sent: Monday, February 05, **** 1:38 PM
  To: *********************** <**************************************>
  Subject: ************************* 1515A
  
  ***************** afternoon as per our conversation. ****************** came and complained about stains in her sheets and a few other items (provided at the time of check -out) as you can see on her registrations notes. I told them that I will send the *** to verify the issues she mentioned.She declined because they were in a rush and since they showed me a picture of the stains in the sheets, I offered them the credit of their resort fee for the 2 nights. They did not like my offer and request a full refund which I told them it was not going to be possible. The gentleman in my office got agitated and started cussing and screaming, Security was called right away and the step out of my office and started screaming in the lobby to all other guest that were at the desk while they were walking out of the building.
  
  
  Thank you.
  
  

  Customer response

  02/06/2024

   
  Complaint: 21250712
  
  I am rejecting this response because: this response is not true, video surveillance and phone records will show I was on the front office and called the front office every day and night since we got there. These were not stains this was blood, urine, and mold and I brought them to the front and there was no manager present and they refused to provide clean linens.  The gentleman said 1 curse word "you are offering us 23 F***ing dollars" in a normal tone (pull video surveillance and you will see the truth) and security was called and the manager stated good luck seeing any money. If you review ANY site of reviews at this resort you will see A LOT of negative reviews with the same and more complaints as we have. I wish we would have read the reviews before looking but unfortunately we did not. We were unsafe, exposed to black mold, and worse had mold on the pillow and mattress and sheets. I have a lot more pictures you can review, or the news station can show, also to which this manager said " I understand you have pictures what do you want e to do call housekeeping " he refused to review them. I tried getting help from the start of coming face to face with another couple feeling unsafe with a regular door lock on the joining door as their solution, to the ants in the our room, to getting clean towels oreven being provided with washcloths, to having no parking space at 2 a.m to having mild, blood, urine, pubic hair, bodily fluids and more. I was not helped 1 time. They seem to get away taking people's money all the time and receive these complaints all the time. I will not be satisfied until I get a full refund and compensation. This was my first vacation in years and i had to spend the night in my car with my clothes as blankets. Or the news crews need to speak to us if the bbb can set that up or if we contact and others that had these experiences and provided reviews to help people and keep them safe from these peop
  Le and this resort and save their hard earned money in such a tough economy. I have about 50 more pictures to share if possible. It's apparent this facility will not take accountability or even speak the truth, so it's up to us (as united people who have dealt with this) to expose the truth and help others before they are taken advantage of
  

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

  Business response

  02/06/2024

  ****************** advised the front desk manager that she did not previously report the concerns because she was too tired. This is in alignment with our findings as we have checked all management reports, customer service logs, and reservation notes. We even spoke to the front desk staff, and no one is familiar with the complaints. We have a 24-hour customer service platform that tracks all guest needs. Additionally, we commit to address guest concerns immediately upon notification but if we cannot fix something, we are happy to relocate the guest to a different room.  The guest may also check out if they choose but taking pictures does not alleviate the responsibility to pay for the room, they utilized for two days.
    In summary ****************** did not report her concerns until check-out, she refused to identify the deficiencies to the manger in person, and then her guest caused a scene by screaming and cussing in the lobby when she was offered return of two-nights of resort fees approx.  $35.00. The Lodging manager again spoke with Ms. ************* Monday the day after check-out and once again offered the return of resort fees; however, the guest refused and said she was seeking legal action.  
  
   I feel we have addressed this complaint completely and fairly.

   

   Thank you. 

  
  

  Customer response

  02/07/2024

   
  Complaint: 21250712
  
  I am rejecting this response because: this is absolutely untrue. 100% FALSE. Have you checked the surveillance cameras? Have you checked your phone records from our room to to the front desk. Or do you not have cameras? Or are you refusing to provide that data because our lawyers will be asking for it and you will have to provide it. Which will show that I was at the front desk more then once since the day I arrive. In there 2x on the 2nd . In there 2-3 times on the 3rd and obviously in there 2x on the 4th. And our call logs to the  front desk will show as well. It is quite a coincidence that your employees don't have any records of our complaints.  I am sure they are trained not to document them. I am.not the only person that has had this SAME experience and we will all band together to make sure other people like us are protected against people like you. This company and their staff go against any morally correct action, and God is the only judge for people like this.They know the truth and my complaints and the truth always comes out

  This company is lying. I would like their security system cameras to be reviewed.

  BBB- where can we provide all the pictures? Can we get their security footage (without a loop or any time frames missing for 2/2 2/3 and 2/4) and can we use the media outlet?

  Also any other actions we can take on this end we are prepared to do please let us know, contact information has been provided.

  Thanks for your help in helping us stand up for what's right!

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

  Customer response

  02/08/2024

  This company is lying. I never stated I was too tired, I was in the front office/desk at least 6 times complaining and trying to get help. There was other people in our room, we had no parking, there were ants and bugs, there was MOLD and BLOOD and URINE and pubic hair and bodily fluids on all of our bedding and the mattresses. They are covering for themselves and this needs to be addressed and investigated. If you look at the video cameras security system you will 100% be able to see that that they are lying and we are telling the truth. People are being subjected the black mold and major health issues at this place. As much as I would like my full refund, which I absolutely deserve and am entitled too, what I want more is for the health department to investigate this place, I want to speak to the corporate department and owner, and I want other people to be warned and aware of the risks they would take staying here. Including the lack of morals, honesty and integrity of the people working here. As a paying customer and a person whose health has been affected by this place I feel that the least that could be done is the health department and hotel corporation investigate the main issues; Black Mold (on windows, ac and ac vents, mattresses-including the pull out couches, bedding and water faucets) bugs, and the bodily fluids including blood and urine of other people. This is NOT okay and should not be just swept under the rug because they are some big wigs with money. 

  I have attached as many pictures as this site will allow but I have about 50 more. Please help make this business accountable for doing this to people

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reservation for June 29- July 5 checked in and immediately asked for a different room due to be on the 6th floor and was told they were booked and had nothing else. Once in the room there was no washer/dryer called and was told for a fee they could see what they could find. Website doesn't mention extra for this. I've already been told they didn't have another room I could switch to. Sink in bathroom not clean, kitchen table not clean, popped balloons and plastic rose petals left throughout villa from a previous guest. A few other issues such as a light out and door hinge broken was able to deal with but saw and killed roaches during stay. It was one or two at a time here and there so I didn't call and report seeing the roaches. There were even a roaches in the hot tub. I sent an email/pictures/video telling them after checking out only to get a reply of sorry you didn't say anything and they could have sent pest control up. Who wants their belongings sprayed around and then risk having more come out and having to smell whatever they use. Instead of offering some type of credit to my bill ...it's more of making it my fault because I didn't call at the time but if I had they didn't have anything available to switch to. I have all the correspondence I've sent.

  Business response

  07/10/2023

  
  
   Greetings from Star Island Resort, below you will find my communication with Ms.  ********* in response to her email to the reservations department which was sent to us on July 5th at 7:22pm after she checked out. 
  
  Ms. ********* stayed with us for six nights, however we were never notified of requests for assistance related to pest control or cleanliness. Ms. ********* did contact the front desk after check-in to request a room with a washer and dryer; however, that room type was not available due to the July 4th holiday week, and we clarify at the booking point that not all units are equipped with a washer and dryer.    Ms.  ********* also sent an email to the reservations department after check-in communicating that she was disappointed in her room location and the lack of washer and dryer but again did not request assistance from us to address any deficiencies.   The ********* family made a decision to stay within the assigned room for six nights and did not call customer service for assistance, or request to speak with a manager and finally they did not communicate any deficiencies at check -out.  Please know we have dedicated staff in our customer service department ready to take care of any deficiencies and we commit to do this immediately upon notification.  Unfortunately, we were never notified of pest issues until after they left the resort, even though customer service information is reviewed at check -in and also printed in plain site on the guest key holder.
  
  Additionally, we have professional pest control staff on site 4 times a week to work with guest concerns, we treat exteriors monthly and interiors at minimum twice a year, but in the event a guest experiences pests, we are happy to arrange a room move.  
   Please find my original response to Ms. ********* below.
  
  
  
  On Fri, Jul 7, 2023, 4:08 PM ****** ********* **************************** wrote:
  Greetings from Star Island Resort,
   Dear Ms. *********, thank you for taking the time to share your experience, I am very sorry that we fell short of your expectations during your vacation.
  After receiving your email, I reviewed review managers reports, customers service call logs and your reservation notes but I was not able to locate any requests for assistance specific to the concern’s you are now bringing to our attention.  Please know that our guest comfort is a very high priority and for that reason we commit to clean or repair deficiencies within your room immediately upon nonfiction and our customer Care department is available 24 hrs. 7 days by calling ext.  6000 to ensure that we are able to successfully address concerns.  
  I also understand that you requested an upgrade and were interested in a specific floor during your stay, I apologize we were not able to meet your requests due to the busy holiday week; however,  in the event of pests or cleanliness we would have been happy to change your room to the same room type or contact our pest control company for treatment and thoroughly reclean.    
  I truly wish we were able to address your issues during your stay but next time you stay with us, I would be happy to arrange for and upgrade (based on availability) and ensure your room is VIP cleaned prior to check -in to ensure everything is perfect!
  Thank you gain for your feedback; I hope you have a wonderful weekend.
  
  Blaire V********* ***
  Director Of Operations
  Star Island Resort

  Business response

  07/13/2023

  Greetings from Star Island Resort, below, you will find an email that Ms. ********* sent to the to the reservations department communicating that she   "Asked about a unit with a washer and dryer and told it would be considered an upgrade with an additional fee."   This email was sent to our reservations department documenting her conversation with the front desk after check-in.    As you can see, we never told Ms. ********* we had no other rooms, we had many other rooms available during her six-night stay and it would have been our pleasure to assist Ms. ********* with her concerns.
  
  When a guest notifies us of pests in their room, we commit to immediately address the issue by either having the room treated by a professional exterminator or relocating the guest to a different room.  Of course, a guest can also check out, if we somehow failed to meet their needs but we do not give free nights for encountering pests.    Ms. ********* elected to stay within the unit for six nights without notifying anyone of her concerns, even though we publish and review that have a 24-hr. customer service department available to assist.
  
   I previously corresponded with Ms. ********* sharing that I am happy to offer an upgrade if she chooses to stay with us in the future to compensate for her experience.  I am also happy to have the unit checked to ensure everything is perfect upon return.
  
   Thank you,
  
  From: ****** * ************************* 
  Sent: Thursday, June 29, 2023 4:34 PM
  To: ******* ***** ************************
  Subject: Re: Star Island Revised Confirmation Letter
  
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  I appreciate all of your assistance with my reservation but now that I'm here it's quite disappointing from my previous stays.
  Being that it's 5 of us, I'm use to having a washer and dryer in the room so we can wash the towels regularly and our clothes.  It's really inconvenient to be on vacation and have to go back and forth to a laundry room to check clothes and wait for empty machines. I called to see if I could pick up extras and was told it would be a charge to do so. Asked about a unit with a washer and dryer and told it would be considered an upgrade with an additional fee. Requested 2nd- 4th floor and ended up on the 6th floor.  This is probably my 4th or 5th stay at this location and have never had any issues until now.  If I'd made a request or asked to change for a certain accommodation there was never an issue until now. I will try my best to enjoy my stay but it's not off to a great start. Also, they could have spent more time cleaning.
  
  

  Customer response

  07/14/2023

  
  Complaint* ********
  
  I am rejecting this response because:

  Upon CHECKIN at the front desk, when I  was being given keys and told what floor I would be on THAT is when I was told they were booked and didn't have any more rooms available to change to. I'm not asking for a full refund or anything close to that but you could offer to issue at least a 10% credit but it's obvious you're not into guest satisfaction.  You're more interested going back and forth with a repeat guest basically calling me a liar, even with photos, you didn't check me in. In fear of retaliation, I'm sure the person that checked me in (***** I believe her name was) would say what you want to hear to keep her job but I know what she told me which is why I referenced asking to be on a lower floor. This is why I  prefer to communicate by email instead of phone calls because people always try to twist things around and deny saying things which is why I didn't CALL you. After ALL of this HASSLE and AGGRAVATION going back and forth, decline in cleanliness and unpublished room rates (whatever your upgrade fee is that's not shown online for a washer/dryer), a future stay is very unlikely.

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

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2022 I booked a weekend stay at Star Island.. I arrived at 6:30 pm on the night of August 12, 2022. They put us into a room and at first everything was fine. When we went to the pool the next day, and wanted to go back to the room to get something, our room key didn't work. I thought this odd because we booked for a weekend . When we went to the front desk, they said I had made two separate reservations for that weekend , which was not true.. the front desk was rude and kept insisting.. when I told them again that was not the case, they changed their story and said the owner of the room was coming. They had collected $200 Friday as a security deposit, and then wanted another $200 deposit on top of that because they had to change our room. In the mist of needing to pack up and move suddenly, a bag of ours was taken by the pool. We went to front desk, who informed us that they put us in the original room Friday because ours wasn't ready and they were trying to do " damage control ". They said nothing about our bag. When we went into the new room.. the AC did not work, and there was blood, yes, dried blood on the chair and wall in the living room. My husband went downstairs and told front desk who sent housekeeping to our room at almost 10 at night. They cleaned the chair and wall, and because we said" if the housekeeper missed that, what else was dirty here"? On their website they emphasize how they sanitize for Covid , but you have blood on chairs?? We checked out Sunday morning and spoke to a manager, she was no help at all. We asked for a refund for at least one of the nights, no was the answer.. we paid some sort of resort fee which totaled about $45, she says she would refund that, we are still waiting! They lied, their housekeeping staff is obviously doing a horrible job! What if that blood was from someone with AIDS??

  Business response

  09/06/2022

  Business Response /* (1000, 5, 2022/08/19) */ Ms.********* booked two different reservations, one on March 19th for August 13th and a second reservation on June 3rd for August 12th. On the night of August 12th she was placed in room*******, that was available for one night only. For the second night she was assigned a different room that was ready at 11:03am (An automatic message will be sent to the guest when the room is ready). Ms.********* checked into this new room at 1:54PM. At 8:22Pm, the guest placed a call to our Care department to informed that some of the chairs had blood stains. The MOD went to the room as soon as she received the call. She arrived with a cleaning team, to removed what she claims were blood stains. The stains were of an orange color. (see attachment). Since the guest made a comment about what else could not be clean, the team decided to redo all beds with new linen. If the guest has chosen to leave for the night, we would have been able to reimbursed her for room and tax. But the guest accepted to stay in the room. after the cleaning was done and the AC was checked. Originally the MOD had offered a room move and Mr.********* decline. The second offered was a $25.00 credit voucher and a late check-out. She also declined the offer, since she was leaving early. On her check-out day, August the 14th the guest spoke to the Guest Services Manager and she offered the $25.00 and also, adjusted the resort fee for $17.03. She accepted the offer at that time. Also, at check-out time she told the Guest Services Manager that she has lost a bag in the pool area, and was expecting for the resort to pay for the bag. The Guest Services Manager told her that we are not responsible for items left behind at the pool. The Guest Services Manager stated that both Mr. and Mrs.********* were conversing and Mrs.********* made the comment "no matter what we will get a refund". We attached copies of folios showing when reservations were booked and photo of one of the chairs. Consumer Response /* (3000, 7, 2022/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not understand why this hotel keeps insisting on all of these separate reservations. I never received a confirmation number or email on these so called seperate reservations. I made a reservation in June for the weekend of August 12-14.. and that was it.. I have the copy to prove that. On check in NO ONE informed us that the room they originally put us in was for one night.. again we found out the next day when we went to the pool and our room key locked us out that they said they had to move our room because the owner of the room was coming in.. and also there NEVER was a call, a text any communication that we were to go into another room. When we did get into the room , there was blood on the chair and the ac did not work.. when my husband went to talk to the manager that night there was NEVER an offer to move into another room, let alone we were NEVER told that if we were to check out we would have gotten a refund, that was the only reason we stayed.. plus it was going on almost 10 at night and we were exhausted. When we went to complain to the manager in the morning she said she would at least refund us the two seperate fees we were charged.. we only received the $17.03 for that first night. There is such a lack of communication between hotel members and staff.. and I'm not sure who is quoting us at the end , but never at any time in front of anyone at the front desk did we say " oh we'll get a refund " Business Response /* (4000, 9, 2022/08/23) */ Good afternoon, We are not sure why there is a misunderstanding regarding the reservation length of stay. Our records indicate there are two one-night reservations (previously provided). One made on March 19th for 8/13/22 and a second reservation was made on June 3rd for 8/12/22.The second reservation was booked @ 12:37pm utilizing a resort credit. It is understood that Ms.********* is frustrated because she did not enjoy changing her room the second reservation night; however, she did decide to stay at the resort and if requested, we would have been happy to let her to utilize her credit at a later date as the credit was valid one year. Ms.********* also accepted our offer of a $25.00 resort credit and an additional credit of $17.03 before checking out. ( $42.00 total.) Additionally, the stain on the dining room chair which appeared to sauce that was immediately addressed. We understand Ms.********* is still not satisfied but we have worked very hard to accommodate Ms.********* who had the ability to leave the resort both at the time of the room move and at the time of identifying a cleaning issue. Consumer Response /* (4200, 11, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, there was one reservation made on June 3, 2022. The reservation was for Friday August 12-14 for one room. I can provide that reservation number if necessary and a picture showing the email on the reservation I made. And " if requested" I could have used my credit?? There was never an offer to a resolution by any manager at any time. No one mentioned or said anything about that even being an option at the time. Again, management mistake. House keeping manager was the one who tried to compensate us somehow by the $25, and the hotel manager said she would return the transactions for fees that totaled $44, not $17. As a mother, teacher and someone who cleans their own home, I think I know the differences between blood and sauce. My daughter who's birthday we tried celebrating that weekend is a medical assistant, who also could see it was blood.. as well as your own housekeeping staff who agreed as well. Saying you worked very hard to try to resolve any issues is a lie. You lied when you said there were two reservations, you lied about why I had to move rooms, you lied that a manager offered us another room to move into at 10pm, and lied about trying to resolve this in any way.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/21/22-7/24/22 STAR ISLAND RESORT+SPA 5000 AVENUE OF THE STARS KISSIMMEE, FLORIDA My family + I checked into STAR ISLAND on 7/21/22 at approx. 330pm. We'd just spent a week in Siesta Key + were exhausted from an early check out + drive, so we unloaded, ate, + went to sleep by 9pm. At approximately 12am, my son hysterically woke me + my husband b/c he had a cockroach on his face. We immediately got up + went to his bed. On our walk to his bed, we crossed through the kitchen, + saw cockroaches scattering. We inspected the room + found many more. We ended up killing more than 30. We stayed up all night packing + cleaning our items. I contacted the front desk at approx 8am. I was told to wait in room until housekeeping could come down. I explained that this is a health issue + someone needs to come down to the room ASAP. After waiting 30 mins, I called again + I was told I would have to wait until after 9am b/c that's when the housekeeping Manager came in- I again explained that this is a health/safety issue + we needed to be moved immediately. I was then told that she (housekeeping mgr) was actually onsite + would be right there. It wasn't until 910am that the housekeeping Mgr showed up. She came in for less than 1 min + left. I called Office again and advised re: housekeeping mgr + requested to speak to a Manager. No one came, nor did I receive a call. I then went to the office with dead cockroaches in 2 plastic zip lock bags. In lobby, there was another guest complaining of cockroaches. She told me: she was moved because of bed bugs in her unit (bldg 19) + now in bldg 12 she had cockroaches. While waiting, guest #3 came in to complain of cockroaches as well. The hotel was clearly aware of infestation- Judith (mgr) advised Pest Control treated room 7/20/22. We finally were moved + refunded 1st night, but this ruined our entire stay- health, lost time, stress, my son is traumatized. I've tried speaking to mgr, and was promised a call back, but no call yet.

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/07/28) */ Mrs. ******** ******** arrived on 07/21/22, and was placed in a building that recently received semiannual interior pest control treatments the week prior. Our exterior buildings receive treatments monthly. On Friday 07/22 at 8:31am we received a call from Ms. ******** stating she has roaches. The housekeeping manager went to the room immediately to assist ;however, the guest was aggressive and demanded to speak with her superior. The operations manager immediately followed up with Ms. ******** and offered an apology and the option to move; however, Ms. ******** was again refusing to work with the manager insisting to speak with the General Manager and went to the front desk while making a visual and verbal scene. The general manager was at a funeral so the operations manager went to the front desk to try to speak with Ms. ******** who then demanded compensation for having roaches or she would call the health department. The operations manager did refund the first night charges and offered again to again move the guest who suggested she wanted to leave but decided to stay. The second room was checked by housekeeping staff and managers and then inspected by Ms. ********s son with a led flashlight and the room passed their inspection, therefore they decided to accept that room. In the presence of the housekeeping manager. The following day Mrs. ******** called the operations manager wanting more compensation but that was declined so Mrs. ******** returned again to the front desk again yelling and telling everyone her experience creating a scene. We addressed Mrs. ********s concerns the same morning upon notification and we offered one night compensation for the ne night she was inconvenienced. Ms. ******** had the ability to check-out but she did not, she stayed all 4 nights.

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My MAIN issue is that I paid for a higher class room than what I got on my trip. Because the beginning of my trip was part of an exchange (Interval international. I deposited my 2 bedroom 2 bathroom week in exchange for a on bedroom unit with a king bedroom and a kitchen), they didn't care. Even though I clearly also paid for 3 more days in that category room through their own website to make it a 10 day vacation, they stuck my fiance and me in a studio with 2 double beds. I went down and tried to get help from the manager and was told I needed to be quiet, even though I wasn't yelling. He never offered to fix anything or help. I heard Mr.Jonathan C**** being nothing but rude to multiple guests. When I told him that speaking to me that way isn't how to handle customer service he didn't apologize or try to make anything better (keep in mind that this was after I had been in the wrong room because of him for 6 days already and one of his employees had incorrectly told me that I'd need to pay more to be put in the king room(I'll provide emails). He actually brought over a security guard to intimidate me, a 5'3" woman. I then asked for a refund for the last 3 days of the stay, said we would just leave the next day and go somewhere else. He claimed that I could call customer service M-F. My extra 3 days started on a Sunday. Rude, incompetent bullies. I want at least part of my money for putting me in a lower grade room, putting me on a higher floor, despite being told of a disability and compensation for harassment and ruining my vacation that I spent a lot of money on. I'm very, very upset. No one should be able to just steal from a person like that and be so hateful while doing it. He needs to be fired immediately. I have witnesses to the treatment. Some are employees.

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/14) */ Ms.******* booked her seven-night stay Feb 6th-13th via a third-party exchange company, Interval International. Ms.******* reserved and was placed into a one-bedroom limited kitchen unit which is confirmed via paper work from Interval international (I have attached). Ms.******* also added an additional three nights directly from Star Island Resort s web site (which she attached) but requested to be kept in the same room. Ms.******* told the front desk manager today that she was upset by the noise of the adjoining unit and decided to check out at 3:00am,reqesting her money back for the final three nights purchased directly from Star Island. Star Island will release charges specific to the last three nights of her stay; however, any dispute related to room size for her exchange will need to be dealt with via Interval International as we do not dictate their inventory, we only place them in the room type they designate. We are very seldom required to call security to help control a guest. This is only done when the manager feels a guest's anger has escalated to the point of being dangerous Consumer Response /* (3000, 7, 2022/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please see the attached files. I do NOT accept this resolution. It's basically calling me a crazy person for wanting information and the room I paid for. Which would have prevented this issue. Instead of using yet another opportunity to just apologize and do the right thing, they would rather keep abusing me even after I've left. Business Response /* (4000, 10, 2022/02/24) */ As previously committed, we released all charges for the additional three-night reservation that was made via our website because the guest checked out after the first night due to a noise complaint. The original seven-night reservation was negotiated via a third-party exchange company. This means that we did not receive payment for the reservation and therefore do not owe a refund or compensation for any misunderstanding between the third party and Ms.*******. Consumer Response /* (4200, 12, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This has absolutely ZERO percent to do with the third party exchange company. Zip. Nada. I'm complaining about not getting the king room for the LAST THREE DAYS!!!! This is exactly what it was like being there. Yes, they always downgrade people exchanging through interval international. And if I had learned that through John C**** when we first checked in that would have been great. He could have offered to let us pay to upgrade the first week and stay in the same room the entire time. What he couldn't do is not say anything, even though we were asking questions, put us in the lower class room for the entire stay and LIE! Why would I stay in the other room for a week without complaining, only to complain when I didn't get the room I paid for if I was INSISTING ON BEING IN THE SAME ROOM?!?! I quietly accepted NOT being accommodated even though I informed them of my disabled status when checking in. They could have at least offered assistance with the bags and didn't. Also being downgraded when exchanging a 2 bedroom 2 bathroom with a full kitchen for a 2 double with kitchenette. They heard nothing until we wanted to change rooms on Sunday and got treated like crazy people. Please explain it in a way that makes sense. Why would not one, but 2 people with ABSOLUTE PROOF that we booked the room have any trouble when going down and asking about changing rooms and trying to show the confirmation? We didn't, but even if we had initially said we wanted to stay in the same room, what would have warrented the night supervisor calling me a mental case for not wanting to explain the situation to a 4th person who I thought probably wouldn't be able to help me either if I had changed my mind and wanted to have the room I paid for when I booked at the end oftheexchangeweek? NOTHING deserves that behavior from staff to guest. I felt threatened and so I felt unsafe and needed to leave. Now imagine the truth that I wasn't being the annoying guest switching my mind back-and-forth.. I felt like I was in the Twilight Zone with this stuff happening to me. I couldn't even believe it. And to imagine that they think that it's OK too is a to charge the money while we were still there even after we left Partially and wait until we got home to refund it and now say that this should be closed. They ruined the trip for the last several last several days even after we left their property because they wouldn't just give the money back. I had to keep dealing with them and couldn't enjoy myself away from there and this stress led to medical issues that had to be dealt with at home even.. So if that is all they are offering I want the binding arbitration and I want the videos to be brought there Not destroyed.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a booking for Sept 10 through Sept 12 I made the booking around Sept 7, 2021, last minute I realized I made the booking at the wrong location I tried to call and cancel and I couldn't get ahold of anyone, I sent a email that night no response. I called the next morning and the so-called supervisor working said I made the booking in their 72-hour window and could not cancel but could change the dates that is fine but I told her I would call her back to confirm, the same day I couldn't get a hold of anyone finally after being on hold over 30 minutes I spoke to someone names Jesse or Jessica can' remember her name started with a J she told me because of all my troubles she would go ahead and cancel the room for me no big deal. Even though I was just calling to give her a new date, So today 9/14 I called to see about my refund and the same supervisor implicated not only that Jesse or Jessica could not make those decisions she implicate that I was a liar and was extremely rude to me.

  Business response

  10/08/2021

  Business Response /* (1000, 5, 2021/09/15) */ 1) Our Worry-Free Flexible Change Policy states the following: New reservations for stays up to and including Dec 24, can be changed to another date up to and including Dec 24 if the modification is confirmed before 3 PM one day prior to arrival. This does not apply to Non-Refundable Reservations. Our Cancelation Policy is 72-Hours. 2) Star Island utilizes a third party service when all of our inhouse agents are on the phone or if a call comes in outside of normal business hours. 3) The complainant was emailed at 10:52 AM the following (please check spam if you do not see it): Thank you for your message. I will review this matter with reservations and get back to you in the next 24 hours. Sincerely, Public Relations at Star Island 4) The complainant was emailed at 11:38 am: We have approved your refund, and hope you will be able to visit us in the future. Sincerely, Public Relations at Star Island 5) Star Island believes that the issue has been resolved and the complaint should be closed immediately. We acted in good faith to resolve the issue quickly and refunded the customers one night deposit. 6) The complaint should note that it may take 5-7 business days, depending on their bank, to receive the funds back. 7) If there are any further concerns we ask them to email [email protected] and copy [email protected].

• Initial Complaint

  08/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have contacted Star Island regarding my maintenance fees. My husband is disabled and I was dealing with a lot of issues before covid and then covid hit and our finances were hit. I asked Star Island to help me out of my free and clear condo. The woman said "you can't just cancel cause you can't pay the fees". Well.....how do you expect me to pay the fees? I didn't pay 2020 or 2021. I asked for options. I got a phone call from Ivelisse A***** and she stated Star Island is offering my to only pay $1200 for the 2020 and 2021 dues. I said, can you send that to me in writing and call me back. She sent it to me, but never called me back. I emailed her SEVERAL times as well as the public relations email and never got a return phone call or email. Today I get a call from collections stating I owed over 3k. Well....that is bogus. I told Ivelisse I wanted to take advantage of the lowered fee and get back a positive status, but no one is responding. I have all my communications in writing.

  Business response

  09/15/2021

  Business Response /* (1000, 8, 2021/08/27) */ The account was brought current per the complainant's request on August 12th. We consider this matter closed and advise the complainant to contact [email protected] if she has any further questions.

*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. ↩