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:10/15/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 recently stayed at your hotel from 10/9/24 - 10/11/24. As always, we enjoyed our stay, however, I was disappointed in the charges at checkout. I didnt notice them until afterwards, otherwise I wouldve went and talked to someone in the lobby. The front desk agent asked if we had a car, and I said yes. He said it would be $36 a day for parking and I informed him that there was no parking and we would not be using the parking. We had found an alternative due to the hurricane and us renting a vehicle. He stated that he was sure it was still a part of their property and it looks like I was charged anyway. Im sure youre aware, and I didnt realize this until I checked into a Disney Hotel later on in my stay, but none of the other Disney hotels charge resort fees or for parking. Which leads me to my next issue. Ive always paid the resort fee and enjoyed the amenities such as the pool, water taxis, etc. I completely understand the storm and why everything was shut down, but I would expect the hotel to refund the resort fee for the days they were down. We never got to use the pool or water taxis during our stay and there was no parking. When I asked valet, they were rude, told me to pull through and had no resolution on where to park. I would politely ask for the parking and resort fees to be refunded.

  Business Response

  Date: 11/07/2024

  We will refund (3) nights of resort service fee in the amount of $151.89 due to Mr. ******** not being able to use the outdoor amenities due to the hurricane.  However, we decline to refund the parking charges.  Mr. ******** has been to the Swan and Dolphin in the past and is aware of the parking fees.  Please allow 7 - 10 business days for the refund to be processed and applied to the credit card on file. 

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22424252
  
  I am rejecting this response because: I have never used the parking at this hotel. Never in the past and not this time. However, I was charged this time. Check my account. I would have to swipe my room key to get in and out of the parking lot, which Im sure keeps a record, and you will see that I never parked on the property but was charged for it.
  
  Sincerely,
  
  *********** *******

  Business Response

  Date: 11/07/2024

  Attached you will find a receipt where Mr. ******** paid for parking in June/July 2024.  In addition, our parking charges are disclosed on our website and reservation confirmation email. 

  Customer Answer

  Date: 11/07/2024

  You guys charged me $140 for Valet parking in June!?!?! Ive never even had a car in ******* prior to this time in October which the only reason we rented a car for the day was in case we needed to leave due to the hurricane coming through. This is insane. I guess I need to go back and check all of my invoices at checkout from previous stays with your hotel.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22424252
  
  I am rejecting this response because:    Date Sent: 11/7/2024 11:25:25 AM
  You guys charged me $140 for Valet parking in June!?!?! Ive never even had a car in ******* prior to this time in October which the only reason we rented a car for the day was in case we needed to leave due to the hurricane coming through. This is insane. I guess I need to go back and check all of my invoices at checkout from previous stays with your hotel.
  
  Sincerely,
  
  *********** *******

  Customer Answer

  Date: 11/07/2024

  Do you charge a parking fee regardless of whether the guest is parking or not? I have never used parking at your resort. Id like to see the valet ticket from where I used valet and some sort of proof that I used parking during this last stay if youre accusing me of using it. I can tell you that these charges are fraudulent.

• Initial Complaint

  Date:09/23/2024

  Type:Product 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.

  we utilized dolphin club yesterday. We dropped our daughter off just slightly after 4pm. We knew we had to pick her up 9pm and I also understand that if we chose to pick up early that we would not be reimbursed. However, she wasnt even there for an hour and I had received multiple calls and a text message requesting me call, saying my kids stomach hurt and she wasnt feeling well. Any good parent would go pick their kid up. She didnt receive her full dinner as no fruit or fries like we asked but thankfully did have her pizza. We picked her up because we received a call she was crying and her stomach hurt, like any good parent would do. I reached out requesting a partial reimburse and they blatantly said no. Its generous they offered a two hour return, however we returned home, and my daughter told me she did not want to go back again. She did not like the vibe and it made her miss me. We go to Disney very frequently as season pass holders and vacation club members. Its very unacceptable to call a parent numerous times and then say no we wont reimburse you partial money. I expect better from any company, but I especially expect better from any company on Disney property. Its one thing had I just decided on my own whim to return to pick my daughter up, but to punish a good parent who is trying to do the right thing is astonishingly heartless. They occupied my child for less than an hour and then called me numerous times and sent me a message making me have the impression I HAD to pick her up. Had I willingly showed up and said hi, I'm here to pick ***** up early I would accept full responsibility for my money loss. However, I went because I was called by the company. Just like when a parent gets called from the school nurse as school, they go. This company knew what they were doing calling me an hour in, they were trying to bank the most money. How frequent it was made it seem urgent, and I would have used the full time had I not been called to pick up.

  Customer Answer

  Date: 09/28/2024

  The director of recreation reached out and apologized for the original response I received.  While I dont think I should have ever needed to escalate it beyond my first initial email, Im thankfully he understood my stand point as a parent and I was refunded half of the money minus the service fee which was priced off the original cost.  Im happy to have received anything back, after the initial response I had from the company.  This case may be closed.

  Customer Answer

  Date: 09/30/2024

  Date Sent: 9/28/2024 7:07:43 AM
  The director of recreation reached out and apologized for the original response I received.  While I dont think I should have ever needed to escalate it beyond my first initial email, Im thankfully he understood my stand point as a parent and I was refunded half of the money minus the service fee which was priced off the original cost.  Im happy to have received anything back, after the initial response I had from the company.  This case may be closed.

• Initial Complaint

  Date:05/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 resided at the swan dolphin on weekend of 5/6 April 2024 with my family. Whilst using the swan paddle boat rental craft I accidentally dropped my bag containing my Rolex watch, jewellery (diamond ring and diamond cross pendant necklace) and phone into the water. At that point the hotel would not authorise any staff to enter the water to retrieve this bag. The hotel apparently authorised two Disney divers with snorkels to enter the water on the following day according to the manager but no bag was found. The manager has refused to supply the names of the divers he authorised.On following up on this I was then informed, by management, that the hotel policy required any divers operating in this area of water, which is only around six feet in depth, must carry 5 million dollars insurance liability.I have engaged a commercial dive company, AC PLUS MARINE, to retrieve this bag, which they inform me is a simple task. Unfortunately they carry only 4 million dollars insurance liability and state that they are unaware of any company carrying 5 million liability. Disney Divers carry only 4 million and they state they would have no problem retrieving these items. The manager is no longer replying to emails from AC PLUS MARINE nor my daughter, who is an American citizen. In fact it would appear he is becoming quite obstructive towards this matter.My family, having been patrons at the Swan/Dolphin and *************** for a great many years and I find this a very poor, disappointing and unhelpful approach that the hotel management has taken.I look forward to hearing from you with regards this matter

  Business Response

  Date: 05/31/2024

  We will speak to our risk management company to discuss the options available to the guest for hiring a third party dive company.  

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21668427
  
  I am rejecting this response because:
  This has already been done but I will wait the outcome of their investigation 
  Sincerely,
  
  *****************

  Customer Answer

  Date: 06/17/2024

  Complaint ID: ********

  Dear *****

  Thank you for your email and I note its contents. I have, however, not heard from Swan and Dolphin and I last posted that although we have been here before but I would await the result of their investigation. So surely the next step would be from the Swan and Dolphin and the result of them contacting their risk management and coming back with a result. Your website just gave me the option of not accepting the response and then put in my statement. So at present I am still waiting on a final response of they allow a diving company in or not. I would be grateful if this complaint is kept open until we have heard one way or the other.

   

  Many thanks

  Isla

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Stayed at Dolphin hotel 3/1-3/4. Used valet services to park car. Car was completely destroyed. Parked in the worst possible place.Given back to us so filthy we couldnt safely drive it. Had to be cleaned directly and professionally cleaned once arriving home as dirt damage was so bad. Valet staff was rude on giving back the car.Have contacted staff numerous times and have never heard back.Received email from *********************** saying he would be in touch, but never has. Spoke to a lady called ***** at the Dolphin hotel who was not helpful or friendly. Spoke to valet manager who said he would call back, and never did. Continue to be told that I will receive a call and never do.Extremely unhelpful staff with no one offering a resolution.Have used this hotel and service for over 6yrs and my car has never been returned like this. Paid $44 per day for 3 days of valet services. Would have self parked if I knew would be returned like this. Arrived completely clean.

  Business Response

  Date: 05/30/2024

  Hello - I am unable to a find a reservation under the name "******" for the dates of 3/1/24 - 3/4/24.  Can the guest provide the name on the reservation and a confirmation number? 

  Customer Answer

  Date: 05/30/2024

  Name on reservation was my husbands.

  *********

  Guest # ********W1

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21525728
  

  Date Sent: 5/30/2024 4:50:25 PM
  

  Name on reservation was my husbands.

  *********

  Guest # ********W1

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

• Initial Complaint

  Date:12/28/2023

  Type:Product 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.

  This property charged my credit card $2,136.38 on September 23. Upon inquiring directly with the hotel, they said the charge was a no-show fee for a reservation I made. I located the reservation in question, which was a hotel stay I had booked for 9/22-9/25. However, I had cancelled the reservation on 8/26 and received confirmation that the reservation was cancelled before the cancellation deadline (9/17). I presented all the records of my hotel booking and cancellation and requested the invalid charge be removed and was told I needed to resolve my issue with the ********************* of the hotel. I've tried reaching out to the ********************* more than five times and failed to receive any response. I'd like the hotel to review my issue and refund me for the invalid charge of $2,136.38.

  Business Response

  Date: 01/30/2024

  Good afternoon - ************** was refunded on December 29th, attached is the folio.  Please let us know if you need any further information. 

  Thank you,

  Kye

  Customer Answer

  Date: 01/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/19/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 March 23rd 2023 I purchased a one night stay for Tuesday April 18th 2023. I did this on Expedia and it was paid in full except 45.00 to be paid at resort, The resort continues to charge my **** and is trying to make me double pay. I have the receipt.

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 stayed at the Dolphin Resort at Walt Disney World between April 11-April 15. I paid a $100 Hotel incidental charge and have not been refunded to this day. I have a pending charge of .30 cents that's been on my card since April 11. I spoke with a woman whom told me that my $100 dollars have been already refunded I just don't see this on my statement when they deduct or refunded. I have disputed this with my cardholder but it has come back denied every time.

  Business Response

  Date: 06/05/2023

  Good afternoon,

  The $100 that Ms. ********** is referring to is an authorization (not a charge) that is released upon departure.  We can only find (2) charges on the ******* statement provided by the guest, one for $284.74 (4/11/23) and the other for $158.16 (4/14/23) which aligns with the charges the guest incurred during her stay; we do agree with the guest that she was overcharged $.30.  However, we do not see $100 the guest is referring to (as this was an authorization).   A request for $.30 has been submitted to our accounting department. 

  Customer Answer

  Date: 06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The Authorization was not put back into my card $100 but it will be a lost to me and just won’t stay at the hotel again . I have stayed at many hotels and they have hold on my money and have released . When the $100 was authorized I had a $0 balance . I don’t want to go further with this this is just a loss cause.
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:12/06/2022

  Type:Billing 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.

  Myself and family checked in to Walt Disney Dolphin on Friday Nov. 25th 2022 for a 3 night stay. Upon arrival after check-in time, the agent advised us the upgraded room we requested was not ready and we would need to wait on the room to be cleaned. Due to the inconvenience, the agent promised we would not be charged the $130/night upgrade charge to wait on the room to be ready or we could take a standard room that was ready immediately. We confirmed the offer again with the agent and decided to wait and take the free upgrade. After our stay, we had to depart on Sunday morning Nov. 27th to catch our flight, but later realized we were charged the full price. We have called and sent e-mails for a billing adjustment but have not been successful in contacting anyone from the business office. Our desired billing adjustment is for the $130/night upgrade charge plus taxes = $432.00 total adjustment. Thank you.

  Business Response

  Date: 12/23/2022

  We will refund $438.75 to Ms. *******' credit card. Please allow up to 15 days before the credit is applied to her account.

  Customer Answer

  Date: 01/03/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 stayed at the dolphin on 10/20/2022-10/23/2022 for a birthday trip . My credit card was charged *******, but we received a credit and our new bill was $1195.55 , a credit of $688.04 was supposed to go back on my card .. I have called, emailed and stayed on hold for over an hour with no response .. Even to the point that I finally get to an answering machine and the mailbox is full. This has been the worst experience ever. I just want my money that my bill states should of been back on my credit card. It is now November and nobody will respond to me . Please help me I am so frustrated.

  Business Response

  Date: 12/23/2022

  ***Document Attached***
  Apologies for the delay. The guest was refunded $688.04 on November 9th. Attached is the receipt.
  See Attachment/File: ****************************pdf

• Initial Complaint

  Date:10/20/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 stayed September 21-27. We had booked a resort view room. On arrival without us asking they told us we would be receiving an upgrade to a balcony resort view room. Check in was at 4pm and we were notified that our room was ready until 448. This was problematic as I needed groceries to be refrigerated that I had arrive at 345. We get to the room and there was no resort view. I am not sure what this tall obstructive orange building is behind our balcony in the image below but it was very loud and obviously not A resort view. Also, please look closely at the layer of green mildew on the balcony. I have contacted the company directly and they stated that they will not decrease the price for the late check in because check in times are not guaranteed. They also stated they feel looking over this huge red obstructing tower is a resort view. They didn't even discuss the mildew on the balcony. I am only asking that they discount the room to what a traditional room would cost as I did not receive the resort view I paid for. If I receive this I am not asking for additional compensation for the late check in or the filthy mold on the balcony The location is good but probably won't be staying again. Especially since I haven't heard back from customer service which I emailed several weeks ago

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 8, 2022/11/04) */ The guest booked through a wholesaler; we are unable to refund room and tax. However, we would be happy to refund $153.21 which are the incidentals they charged back to their room. And we can issue 25,000********* ****** points. Please let me know if they accept. Consumer Response /* (2000, 10, 2022/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)