ComplaintsforAloft Orlando Lake Buena Vista

• Initial Complaint

  11/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Very concerned absolute the state of supplies and service at aloft lake Buena Vista *******. To start off at checkin I was informed my room was given away and they are sold out they only had 1 type of room available. Sad because I paid more for a different room I can let that go. Its a beautiful hotel property with lots of potential but the staff is destroying this place I have tried four times to reach front desk over two days where no one is answering the front desk phone. finally today I called on my cell phone and still could not get any answer. I walk to front desk and in extreme broken English lady says she no answers phone and was doing paperwork . I was like wow cause they rationed wash cloths to 1 per day to not overload house keeping and if you want your room restocked you have to ask 24-48hrs in advance. This is unacceptable. The management company is rationing our coffee cups and room supplies to save money and when you ask for from the front desk, they give you a really hard time about how they cannot give you one and supplies are locked. I honestly feel ripped off and disappointed that this is even in the Aloft property of brands. I have stayed at the **********, ******** location, and ***********, ******* with excellent customer service and staff that knows what theyre doing. This location needs to retrain entire team or rehire. My trip confirmation number is ********* My Marriott Bon Voy number is *********

• Initial Complaint

  12/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Today I checked in the Aloft I was directed to insert my credit card in a non mounted machine on top of the counter that I immediately noticed moved around as opposed to the ones mounted which were dark/off. Upon entering my card information I received an Approved message on the keypad the front desk attendant ****, told me the transaction was "declined" and that I needed to do it again. I was shocked and immediately checked my banking app and saw that I had more than ampls money for the transaction. I asked Abnl are you sure it did not go through can it check your system another way and she replied no she could not I just needed to insert my card again. I compiled only to look at the app again and see two pending charges I was horrified as this second transaction had not deducted set as side money in my account for rent which is due the 3rd of each month. **** was very lassi faire and told me I would get the funds back in 3-5 days she had zero sympathy to the occurrence and even told me she had that same issue before. I requested a manager she stated she was a supervisor but no manager was present. Abnl offered zero solutions or resolution to mitigate the matter. As a single mother with a disabled child this has now created anxiety at the hands of the Marriott via their staff and I'll functioning equipment. Furthermore I reserved a King size bed and received two queens I was told I would have to change rooms tomorrow. I contacted corporate who agreed the actions were unacceptable case number ********* I am requesting that the hotel due to the gravity of matter refund me the $348 for my stay and work with my bank tomorrow to return my money asap so I can pay my rent

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