ComplaintsforImperial Swan Hotel & Suites
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Complaint Details
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Initial Complaint
11/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Nov. 5th -nov 7th 2022 I was promised I could check in iReservation #: B_7563108 11/5/22-11/7/22 $183.02 I was supposed to be able to check in at 4pm and no one was there at all from early morning (i was calling around 8am) till 550ish when someone finally showed up. There was a Number behind the desk to call for the manager and just kept ringing And ringing for a solid hour but finally one of the other people trying to check in happen to call around the same time I was calling and somehow got through and a lady answered claiming to be a manager and said that the front desk agent had to leave for family emergency but somebody would be there immediately to take her place he wasn't for another 3 hours that this lady showed up and it was the same lady that actually left. That same manager had hung up on the people in the lobby with me after she stated it would be less than 10 minutes for the next person to come in and we waited for a while so some of them called back. So I checked in an hour and a half late plus I asked for a king *** and pay for a king *** but got a really crappy room with only two full size ***s one was missing a blanket there was roaches in the room ice buckets but no ice machines. And I was not offered any kind of anything to pay me back for the inconveniences I faced while there. Oh and also, the alarm was repeatedly just beeping loudly the entire 5 hours I waited there to check in.Initial Complaint
10/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was needing to stay at the hotel because of the hurricane that was here. Reservations were made a day or two before on .......... The woman in the phone told my assistant whom was making it that we could get a refund if we couldnt stay. So we arrived to check in at 3:30 & was told they weren't checking anyone in until 4pm. There was a lobby full of people waiting since noon. So we got in line at 4 and it took the woman over an hour to check 1 person in. Then when the 2nd one got up the computer went down. So me having major medical problems on oxygen decided we had to leave also because there was a hurricane getting closer and we had to drive back to plantcity and possibly to a shelter. So we called the hotel and continued to call everyday after. So about 5 days later we got through to a girl named Chelsea at the desk. She gave us an email address and said we needed to talk to Helen J****. We emailed. We haven't received any response whatsoever from her or anyone. We also called again and told them that. I just want my $398.00 back. I didn't even get past the front door. And I payed with my card directly through the hotel on the phone. Thank you for your help I look forward to speaking with someone about this matter.Initial Complaint
10/09/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
They falsely advertise having a pool, they're running a slum for crackheads and possibly using child labor, refused to give a refund despite moldy disgusting conditions, their lamps are a fire hazard and had burned the lampshade. Kept our money claiming we messed up the bed due to checking for bedbugs and did not put the pillows back in the correct order. We were there for less than an hour. They said we had to take it up with ******* and then refused to answer the calls from *******. This place is a health hazard for the employees and anyone foolish enough to book a room. My husband unfortunately booked without reading the reviews.
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.