ComplaintsforNaples Grande Resort & Spa

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  booked a reservation through AAA, i tried to modify the reservation and was not able to. i have emails on this whole mess trying to keep the original reservation even willing to pay more for the confusion and my reservations were just cancelled. i even have an email with a penalty and a refund charge amount. Naples grand resort email states they can not change, cancel or modify since I booked through a 3rd party. my 3rd party states it is up to the hotel discretion for those changes. I am not sure how either party can not help a consumer that party was sick that weekend and that is why I tried to change it. After they said they wont I agreed to pay more to keep the reservation and still everything was cancelled and no refund of anything. even though I have an email stating a refund along with a penalty . I am very upset at no one has customer service these days and they just want to keep the money. I will keep sending a complaint. i have never experienced such bad customer service from both parties. I am making a complaint on the other party too..

  Business response

  08/21/2024

  Unfortunately, when a reservation is booked via 3rd party, we the property have no control over the reservation. The consumer will need to contact the 3rd party the reservation was booked with. Ultimately Naples Grande does not have the authority to make any changes on a reservation booked with 3rd parties as the monies collected are collected by the 3rd party. Please note the reservation in question was cancelled without penalty by the property. The 3rd party was not charged any fees by the property. The 3rd party cancellation and refund policy override the property cancellation policy. 

  Customer response

  08/22/2024

   
  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

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my husbands wedding ring was stolen from our hotel room on August 27, 2023. Despite filing a report with both the hotel and local police, the lack of action and communication from naples grande beach resort and the insurance company is unacceptable. It has been over 6 months since the incident, and the ring has yet to be recovered or compensated for. I demand immediate attention and resolution to this matter. Please provide a concrete plan of action to rectify this situation promptly.

  Business response

  03/06/2024

  It is unfortunate that our guest has not received a resolution to her concerns up to this point.

  The security department representing the resort has been in full cooperation with the Collier *************************** and has provided all documentation requested.  After numerous attempts from multiple associates to search the room, no ring has been found or turned into lost and found.

  I, ***************************, Director of Loss Prevention spoke with our guest ******************** who is communicating on behalf of ******************, I presume to facilitate a language barrier.

  On Monday Aug 28, 2023, I called ******************** and updated her with the information that I had at the time.  On Sept 5, 2023, I spoke with her again and provided her with the police report case number.

  On Dec. 5,2023, I filed a claim with the insurance company and provided ******************** a copy of the proof of filing.

  The resort continues to assist with insurance adjusters, and we sincerely hope for a resolution to this matter in the near future.

   

   

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I "enjoyed" a spa day at the Naples Grande resort on 10/13/22. As I changed from my bathing suit into street clothes, I laid my jeans jacket on the counter in the designated changing facility which was a restroom. I put my dress on over my bathing suit. I then put on my jeans jacket and joined my friends, both Naples residents, at the bar for lunch. Almost immediately, I noticed dampness on the side of my jeans jacket and smelled an acid like odor.My hands also began to feel a burning sensation. I went to the restroom to rinse my hands and when I took off the damp jeans jacket, I noticed it had started to deteriorate. Fortunately, the rinsing of my hands saved them from any lasting injury. I also noticed that there were white bleached out spots on my three month old dress.The jeans jacket and the dress were damaged by the acid substance from the counter in the restroom. I then went back to the spa reception desk and explained what happened and showed my damaged clothing. The Receptionist took my details and promised me a call back.I did not receive a call back so wrote an email to the Resort's General Manager. I then got a call from someone in the Resort's ******************** He said he would be conducting an investigation. His attitude before starting his "investigation" was very odd. He was already denying that they had an acid substance on the premises. (Never mind this was a little over two weeks after Hurricane *** and there were dehumidification / water mitigation efforts going on around us). The guy conducting the investigation asked for my clothing and I dropped it off at the Resort.Then, I spoke to the Head of Safety and Loss Prevention at the Resort. He claimed that their investigation could not prove the damage to my clothing occurred there. I told him I had 2 witnesses with me, and, moreover, I would not have entered their upscale property with tattered clothing.Shocking way to treat a customer who experienced damage due to their negligence.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While the hotel did refund the "resort fee", which is just a shill of an add on for any hotel, after thinking more about the attitude and offer....that isnt enough. The room having pubic hairs, hairs, dirty toilet, dirty floors, outdated decor, dirty shower...all for the low price of over $500 a night is completely unacceptable. I see multiple reviews here and on other travel sites with similar complaints and management always offers the "Resort fee" to be credited. It is there way of saying, yes you are right, here is a few bucks back. The thing is, they even offered to move our room. After taking forever, that room smelled of bleach as it was obviously just cleaned and it still was dirty and had random hairs around. Obviously the hotel is not cleaning thoroughly. It is easy to see if you look around the travel sites and negative reviews. IF you are going to charge or $500 a night, your room/hotel better be spotless and your staff better treat you well. You arent the Ritz or Peninsula. Ive traveled and stayed at the best hotels around the world and yours isnt one of them....nor is your customer service.

  Business response

  08/08/2022

  Business Response /* (1000, 10, 2022/07/25) */ This verbal response was taken by BBB. I did talk to her husband the day of the complaint, and had a long conversation.. The rooms and the corridors are in great shape and they smell good. We do not use bleach nor chlorine. We have refunded the customer as much as we are going to. Receipts are attached.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I stayed at Naples Grande resort and spa. On December 10th, My husband and I did the serenity for two couples retreat package. We were told to leave our clothes and belongings in a locker room and put on a robe. We then went to a villa where we received our massages and did the float. We were given a brief tour around. The woman took us outside and told us that it was completely private and no one could see us from anywhere in the resort. It is also stated that it is a private sun deck area on the website. She proceeded to tell us we can disrobe and enjoy the sauna and hot tub for the next 50 minutes. My husband and I took off our robe and went in the hot tub and the sauna while completely naked. We rinsed in the shower, drank champagne, and walked around without a robe for the next 40 minutes thinking that we had complete privacy, which is what we were explicitly told. We went back to our room and later that day realized that you could see directly down into the sun deck area where we just had our serenity for two couples retreat although while inside the villa it's difficult to see that others can see you. We realized that we were walking around in the nude for the entire hotel to see, after being explicitly told that we had complete privacy and no one could see. The next day, a women disrobed, just like we had and she stood there in the nude for all to see. Clearly she was told the same as us regarding privacy. We are absolutely mortified and disgusted that this happened. It was a complete violation. It clearly happens multiple times a day. I have been in contact with both the spa manager and GM. Nothing has been done and they basically blamed me for not bringing a bathing suit, which we were never told to do. I would NEVER go back to this place and recommend you don't go here as well!

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/07) */ This verbal response was taken by BBB. Both Jacob and Yenier have called and spoken to this guest. Heather (a veteran employee) did not advise the guest it was okay to remove her clothes. Our policies were reviewed with the guest and she understood. We are unable to refund. Consumer Response /* (3000, 7, 2022/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Both Jacob and Yanier initially called and spoke to me stating they would investigate the matter and they never returned a call to me. They advised me of their procedures after the matter when I called to complain, and I did not agree or understand what was being said. I stated that we were not advised to bring a swimsuit or wear undergarments and we were told that we had the option of taking off our undergarments and robe. We watched a woman get naked the next day, in the exact same spot and walk around the same way we had. We clearly saw her nude, including her pubic hair, all the way from the 16th floor. Clearly the staff was not explaining proper procedures and gave the option to disrobe to this woman, as well as us. I don't that think it is a coincidence that two couples, one after another, would hear the staff incorrectly and get nude in this private area. In addition, the website clearly states that this is a private area and it is emphasized throughout the day. This is a he said she said situation, however we were the ones left feeling violated. They should do the right thing and refund us, and make changes to the procedures and instructions so other people don't experience the embarrassment that we did.

*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. ↩