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Business Profile

Hotels

Orlando Marriott Lake Mary

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/22/2022

    Type:Product Issues
    Status:
    Resolved
    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 booked two nights (prepaid) at the Hotel (September 30- October 2 2022). I had to cancel the reservation due Hurricane *** which was hitting ******* on the day I would be traveling there. ******* was officially in "State of Emergency" status. I cancelled my reservation a few days out and received confirmation that the reservation was cancelled. However weeks went by and I notice my refund was never given. I spent the next month going back and forth on a Chat with the ************************* In the end I was told I could not get my money back because the room was prepaid and nonrefundable. I would understand if I cancelled for other reasons. But this was something outside of my control. Advisements went out to stay off the roads during this time.Also by sending me a cancellation confirmation I assumed they would be refunding my money. If the cancellation was not accepted they should not have confirmed(attached a copy of the confirmation)

    Business Response

    Date: 12/15/2022

    Contact Name and Title: ************************* Manager
    Contact Phone: ************
    Contact Email: ****************************************************
    Hello ******************, Thank you for taking with us today. I am sorry to learn that you spoke to Marriott's ****************** care center and they were not able to address your problem to your satisfaction. Now that you have contacted directly with our local management at the hotel we can certainly review your request with a new set of eyes! After our conversation and review of the exact circumstances of your situation during the Hurricane, we could certainly make an acceptation. We would be happy to make this right and we will submit a refund to your credit card on file. Please give us 10 business days and we will refund your deposit. If you need anything please contact
    us direct at ************.
    *************************,C.H.A. General Manager Orlando Marriott Lake Mary

    Customer Answer

    Date: 12/19/2022

    (The consumer indicated he/she ACCEPTED the response from the business.)
    Thank you for reconsidering and providing my full refund for the cancelled reservation. I look forward to staying there in the future.

Orlando Marriott Lake Mary is NOT a BBB Accredited Business.

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