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Business Profile

Hotels

Fontainebleau Florida Hotel, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 45 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/30/2025

    Type:Product Issues
    Status:
    Unanswered
    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 am writing to file a formal complaint against *** ******************** regarding a $200 charge that was applied to my account on January 1st, around 4 am, despite no services being rendered or agreed to. I was assured by *** ******************** that this charge would be refunded (they even have me a receipt for the refund and told me they don't need the card, the refund would be automatic); however, the refund has not been processed as of January 23th, and I have received no response from the business despite multiple attempts to resolve the matter.Amount Charged: $200 I contacted *** ******************** immediately, and their representative confirmed that a refund would be processed. However, despite being promised a refund, the amount has never been returned to my account. The payment was made via my mastercard, and I have not received the refunded amount.Attempts to Resolve:I have emailed *** ******************** since the initial promise of a refund, but I have received no *********** has now been over one month since the charge was made, and no refund has been issued.

  • Initial Complaint

    Date:01/15/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    12/17/24 hotel stay was ****** Hotel staff knows about my situation with my damaged items and has yet to contact me or make things right it's $700 or more worth of damage 4 pairs of shoes were damaged due to negligence 3 pairs of which were new glass in my shoes and the champagne ruined the inside and outside of the shoes . 2 pillows were also damaged Manager has said they would contact me and they still have not. It's going on a month now and I currently still have no answer i had stayed here for my birthday and I'm not asking for much just compensation because I really couldn't fix my shoes i had to throw them away because of the smell stains and glass in them . I had just bought my shoes and those 4 pairs were my only sneakers that I had aside from my sketchers that I wear to work so now I have no sneakers . I also had to pillows that were destroyed . It's 200 each pair of shoes one being 100 and the 2 pillows 40

  • Initial Complaint

    Date:11/25/2024

    Type:Product Issues
    Status:
    Unanswered
    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 ***************************** in Miami for the ***************** during the dates of 11/17/2024-11/20/2024. Upon review of my emailed hotel receipt, I noticed two separate $100 charges for "private bar beverage" on 11/19/2024. This is the day that I put a privacy sign on my door because I do not like hotel staff in my room. After attending a meeting, I returned to my room and noticed that the privacy sign was gone and hotel staff had been in my room on two separate occasions that day. I did not notice anything missing at the time and decided to simply complain to management later.Upon calling the hotel to question the $200 in additional charges, I was told the charges were for bar items located within my hotel room (#****). I never open the room refrigerator or touched any of the bar food items located on the dresser - mainly because the items are always overpriced. I was told that someone would call me back, but I have not heard from the hotel and based on internet reviews, I am not confident that I will. I want my $200 refunded. I would not expect a hotel this expensive to steal from its customers.

  • Initial Complaint

    Date:10/15/2024

    Type:Product Issues
    Status:
    Unanswered
    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 the hotel from 7/22 - 7/26. Hygiene Concerns: There were pubic hairs in the towels, and the phones, remotes, and lamps were visibly ********** Conditions: The sliding door was inoperable, and the refrigerator emitted a high-pitched noise every night around 2 AM, making it impossible to sleep through the night.Unfulfilled Requests for Room Change: Despite daily requests to the front desk for a room change, we were repeatedly told that no rooms were available. However, the website showed availability throughout our stay. I have text messages to the front desk documenting multiple requests for a room change. While maintenance did visit, neither issue was resolved. I also have photos from the duration of my stay affirming we were in the same ******* a letter to my credit card company to refute my dispute, the hotel LIED, falsely claiming that I spoke with them and accepted a $100 refund. They also claimed that they relocated me to another room.What I wanted to dispute was the cost of my hotel stay, not my incidentals/food/beverage. I'm shocked at this behavior and hope that my complaint serves as a warning that no one should stay here.

  • Initial Complaint

    Date:07/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    07/05/24. stayed at Fontainebleau for 5 days found the front desk staff and bell hop very hard to deal with soon as leaving hotel I realized I had left clothing in dryer and phone cords plugged in and medication in fridge so I called lost and found to have then go up a hour later I called back he was disinterested so I called security same person *************** called my daughter called back ask for room # ********************************************************************************************************************* **** back front desk ask for head of security hotel mngr explained it was expensive medication I was hung up on even by front desk staff !!! when a front desk hung up I called the ********* location the lady I spoke with said it wasn't her hotel she was going to help she called me back said u r correct I cant believe what has just taken place I ask for a itemized receipt I have not received seems like they ok theft at this hotel

  • Initial Complaint

    Date:04/06/2024

    Type:Product Issues
    Status:
    Unanswered
    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 ********************* Miami Beach between the dates of March 25,2024 and March 28, 2024. I checked out of the hotel on March 28. Upon getting my original portfolio invoice, I noticed extra charges for food items that I did not use in my room. The receptionist said that she would take them off. When I viewed my credit card charges that didnt come through until 4 days later, I noticed there were 3 extra charges for food items that I did not use in my room, as well as an additional 18 and 15 dollar charge, totaling 66 dollars in unauthorized charges to my credit card. I called Fontaines customer service on April 1. She said she went out in a claim to refund charges. When I look at my credit card statement today, only 27 dollars have been refunded. I am still owed 39 dollars in refund charges.

  • Initial Complaint

    Date:04/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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 LIV nightclub, a part of this hotel, is consistently misleading. Paid $200 for ***************** ticket, only to see him smoke 4 blunts and run off without ever touching a mic.*** responded to my complaint and request for a refund by saying that I had only paid for his "appearance". This is the second time I paid for an artist who didn't perform.

  • Initial Complaint

    Date:01/11/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 charged fraudulently for mini bar every item in it even though we had NOTHING. They snuck the charge on there of $249. total. They also added a storage fee for putting our water in the small refrigerator, They said there is a QR code on the Refrig saying they do that. There is not such thing. They also charged $269 for a late check out fee even though we checked out early. They also add tip and not tell you and by law are supposed to , so we double tipped most times until someone told us. This hotel is shady and should be Brought up on criminal charges. Imagine how much money they are stealing by doing this.

  • Initial Complaint

    Date:12/31/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 checked into the ************ on 11/25/23. Went to take a shower and there was no hot water, I called and said they would send someone up. Never did. Next day there was hot water in the morning. By the afternoon no hot water, called again and said they would send someone up and didnt- Called the following day and at this point I was irate. They sent someone up who said this happens when the hotel is full and nothing he can do. Later in day I go to shower and no hot water again, call back down again asked to speak to a manager and wanted to check out- because I prepaid she wouldnt reimburse me for the two nights I wouldn't be there. So $1300 down the drain. Sent someone up again who seemed to fix the issue pretty quickly. We checked out the next day, a day early with no apology- just major attitude. Worst service I've ever experienced. I would like a partial refund considering I didn't have a basic necessity at what is considered a 5 star hotel. I asked it all to be documented on my account.

  • Initial Complaint

    Date:12/28/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    ***** keeping did not change the bedding after repeated requests and we were told that to sleep in the same bed by the duty manager on call

Fontainebleau Florida Hotel, LLC is NOT a BBB Accredited Business.

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