Complaints

• Initial Complaint

  10/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was on vacation with my girlfriend and we stayed at the Floridian express hotel on international ** the experience was mostly horrible we checked into our room around 10 pm or so we got to our room to find out the bathroom and hallway was covered in mold spoke with the desk clerk that was on duty about switching rooms he stated that we had to wait till cleaning service arrived in the morning when we woke up in the morning we had to be at a location that we paid for and couldnt wait for cleaning service from 6am till 2 pm we were at ***************** we arrived back to find out that there was no another room available I spoke with another desk clerk he switched our room to one where the ac didnt work then switched us again to a room that the bathroom sink leaks on the floor as well as the ac leaking into the room the room had 2 refrigerator neither worked other experience was no bath towels to hand out to guest we were unable to shower for a day I spoke with hotel assistant manager she was to refund 2 nights never received asked for corporate phone and contact information never got sent emails to manage he never responded tried calling get no help from desk clerk still waiting on call back for this information and refund

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked a room on 09/30/2024 to 10/04/24. My room was booked next to some loud and disruptive people where it smelled like weed. The employees spend more time in the back room than working. Its filthy and has bed bugs. In addition on the last day, I went to Rebook for one more day and was told that my reservation was canceled because I was smoking weed or something like that. The *** said we were the people who was doing it instead of the people who were really disruptive. I was stereotyped due to my race. The people next door was black as well. I never smoked in that hotel. The hotel smell like smoke as soon as you go upstairs. If they checked my room when I checked out, they would see it was the same as when I checked in. Her couldnt even say the room it came from. I was in room 2103 and they said it was 2104 or 2105.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The cleanliness and housekeeping is none existent. On 7/27/24 and 7/28/24 the room next door flooded in the hallway with f**** water. On 7/24 it took 4 hours before the front desk clerk came and finally cleaned it up with towels and pushed them against the walls because housekeeping refused to touch it. On 7/25 the hallway was flooded all night. You cant come out of the room for the overwhelming smell of f**** This is unsanitary and unacceptable.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Have had a reservation at the Floridian Express International Drive Hotel in Orlando Florida on Sept. 5-8,2023 3 days same day complaints we had no towels reported for all 3 days they ask I pick up towels at their laundry room in which we did , towels and sheets was stained the first day second day as well reported the tub was clogged after showering drain not draining and also electrical issue in bathroom lighting In Which caused an electrical shock when turning light on and the light didn’t come on after had to turn on and off till light came on they said they would send someone never did come or they would switch us out of room which never happened I’m a disabled person and this should have been taken care off it was also reported to the booking site ********* they tried contacting manager to no availability was told we would be properly compensated nothing happened very disappointed

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 22, 2023, I checked into the hotel Floridian Express International at noon. The individual came and said cannot check in until 4 p.m.” I had to wait till 4:00 p.m. That is when the nightmare started. He gave me the key to my room. I returned to the front desk and informed the individual, not the room I paid for. The room I paid for is supposed to have a pool view and easy access to the pool. I was looking at a brick wall. The individual at the front desk told me that they would change my room for what I paid, but it would not be ready till sometime around 5:00 p.m. Nope, that did not happen either—the sanitation and cleaning of the place. I was there for a week and a half, and no one had come to clean the room. I had to buy cleaning supplies to clean my bathroom and room. I am horrified by the condition of this hotel. My air conditioner was leaking. There was a massive puddle of water, and I had to grab towels. When I informed the front desk, they did not bother changing my room, and no one came to see what was happening. I am lucky I brought my towels and washed clothes. The halls smelled like fabuloso and weed. The staff is not helpful at all. They spend more time in the back or on their phones than doing their jobs. This hotel is more like a shelter. The pool was gross, and I did not get in. My room: sink mold ring in it. The shower water was not hot; it was a hair in the tub. I stood because someone on Amtrak took my bag with my credit card. Please look at the pictures, and don’t believe the images they posted. I am requesting a refund, and they never gave a receipt.

  Business response

  09/26/2023

  We can give her a refund for 25% 

  Business response

  09/28/2023

  We cannot approve a full refund because the guest stayed the entire stay. Guests at our hotel always have the option of Early Check Out. If the guest decided to stay, they cannot expect to receive a full refund.

  Customer response

  09/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I am moving forward with legal action and I barely stood in the hotel. It was false advertisement. 
  
  Sincerely,
  
  ********* ******* *****

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I checked in on May -2-2023 At the Floridian For three days cost was $181 for 3 day and $100 for deposit I used my cash app card I gave a total $281 he charged $100 for the deposit on my cash app than the remaining $81 due for the bill. I checked out May -5-2023 I asked about my deposit he said 3-5 days I checked my cash app to see if it was pending - I waited in the lobby after turning in my key cards I asked was it ok so I left the Lobby after 1 pm to get on the local Transist bus to the airport I flew in on Spirit . I check my app to see was my deposit pending and it was . I called Floridan after 5 business days I was told it would take 14 business days I checked with cash app they said it normally take at least 10 days . after 15 business days I checked with cash app they told me me to wait a few more days . I called Floridan and asked to speak to a manager I was told there was no one available I left my number another 5 days no call I called Floridan again same story no manager available I gave the last 4 numbers of my Cash app a total of 3 times One young lady did call back and I explained why I was calling she said she would let the manager know about my concern .No call was made by the manager .I had cash app support to see if there were any transaction pending I was told that it had been voided . I called Floridan June -5 -2023 I was told that the microwave in my hotel room room was missing . My response was I’m from Chicago why would I steal a microwave out of a room I was there for a leadership summit with my Church the clerk became rude and said it’s not his problem and hung up on me . My last called was made on the June 7th Once again I was not allowed to speak with a manager or supervisor and the customer service person would not give their name.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My problem is that today my card was charged 476.42 from this hotel and I reside no where here in Orlando then I’m contacting them and the number is always busy or they keep me on hold I need my money back and I need this issue fixed I emailed them and all and nothing.

  Business response

  06/08/2023

  Hi, can i get the last 4 numbers of the credit card? i need to find the reservation 

  Customer response

  06/08/2023

  
  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

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I book a two night stay at the Floridian Express Saturday March 11, 2023 - Monday March 13, 2023 after already staying for approximately 4 days, I was staying there at the time of booking. In the morning I went to the front desk and advised them that I was extending the reservation for two days, and had already paid $168.00 via a third party called *****, online. I had used ***** to book the reservation, I had already used ***** staying there without incident. The resort advised that they were not an extended stay hotel, and told me I had 30 minutes to check out or they were calling the police. I demanded a refund immediately, I then removed my belongings and checked out. Upon asking for a refund they stated I had to contact ***** for that. I called ***** who advised that the hotel refused the refund, stating it was Non-Refundable. At this point, due to it being a weekend in Orlando during spring break, I was unable to find other accommodations and was forced to stay on the streets. Several conversations with ***** resulted in the same answer, the resort is refusing a refund. The resort states, ***** is responsible. I advised the resort that ***** reports that the resort denied the refund! That got me no where. Therefore, among here in this forum I am filing complaints with all applicable agencies and the CFPB.

  Business response

  03/28/2023

  We notified the guest the day before that he could not continue extending to which he ignored, in the hotel registration it is specified that we are not an extended stay hotel. When the guest came to the front desk the next day and was told "Mr ****, you were informed yesterday that you could not continue extending your stay" The guest was super rude and even yelled throughout the lobby, which we had to call to the police.
  attached you can find that he did not stay a single night the guest extended up to 6 nights, additionally you can see the canceled reservation where nothing was charged, attached you will also find the registration sheet that specifies: "Any attitude or behavior that threatens the safety, tranquility and peace of our guests or our employees will lead to immediate expulsion from our facilities without the right to obtain a refund of the security deposit"

  Customer response

  03/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: It is simply untrue, #1 I wasn't told about not being able to extend until after I paid and approached the front desk to complete the registration formalities.  It was at this time I was advised that I had to leave! #2 At no time were the police called,  at no time was I belligerent nor rude. I was in disbelief and demanded a refund as I had already paid,  in which I was denied by both the hotel and *****! ***** stated that the hotel makes the decision regarding a bookings refund, they advised the hotel declined the refund! #3 The documents regarding the my stay has no bearing on the fact that I was billed and charged for a service that I was refused due to a policy that I was not aware of and is not clearly printed anywhere that i have seen or signed. I would like to see that policy, clearly I would not have paid for 2 additional nights if I was aware of such policy, as I would have just made other accommodations elsewhere rather than lose my money! This is common sense! I still hold my position and demand a refund immediately! 
  
  Sincerely,
  
  ******* ****

  Business response

  03/31/2023

  We didnt charge ***** credit card if the guest want he can call the THIRD PARTY company to get his money back.

  Did you saw the way that he answer? Same way was here, yelling in the front desk disturbing other guest 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The hotel said they would send my deposit back . Clearly on their personal receipt they emailed me is showing they charged more per night than what ****** **** has. They doctored the invoice showing they don't owe me anything

  Business response

  04/10/2023

  Good morning, Attached I am sending you the report from our merchant (Credit Cards Processor), and you can see that the refund was already made on the check out date

  Customer response

  04/10/2023

  
  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

  10/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  This is NOT an exaggeration. This actually happened. As I type this, I'm driving home in the middle of the night because we were THROWN OUT! This was THE worst experience in traveling of MY life. For some reason, our************ reservation and theirs didn't match. I booked, paid for, and confirmed a 3 night stay. While we were out in the middle of the day, they checked us out, collected all our belongings out of our room, put them in a trash bag, and put our things in the office and gave our room away. I noticed an email saying we were checked out while we were in one of the parks in Orlando. I called FIFTEEN TIMES. No answer. I assumed this was a digital error, and that if it was a problem, they would call. I also assumed it wouldn't be a problem since they weren't answering the phone, and I had a confirmation of my booking and proof of pay. When we returned, we found our things in trash bags, behind the counter. I showed the confirmation, and all the horrifically rude woman behind the counter would say is that this isn't the information she has, and that they have no more rooms available. We were stuck, at 11:30 at night, with two exhausted children, with NO WHERE TO GO! When I mentioned that I tried to call them, they said they were busy, and that if we wanted to speak with them, it would have to be in person at the counter. They also refused to give me the name and number of of the manager or owner. I'm filing a complaint with the Better Business Bureau for the horrific incident that left me in the street with my kids, in a strange city, with no where to lay our heads. To make matters worse, the staff clearly didn't care, as they didn't apologize or even offer to help us find another hotel. We couldn't find a hotel, so we had to drive the 5 hours back to our home that night. Thanks Florida Express for ruining the end of our vacation, and leaving us stranded with our two young children in the street.

  Business response

  12/01/2022

  Business Response /* (1000, 5, 2022/11/01) */ Good afternoon, we are still dismayed with the situation of Mrs. *****, in which we are participants but not responsible. I want to start answering this complaint by commenting that Mrs. *****'s original reservation was from October 20 to October 22, Mrs. ***** made a modification of her reservation through the third company *************,************ never modified the reservation in our system so for the hotel the check out of Ms. *****'s reservation was on 10/22/2022. At check out time (11:00 am) we realized that there was 1 closed suitcase inside the room, we waited until 1 to see if Mrs. ***** returned to the hotel. at 1pm we started calling her, we called her phone number that the guest registered in************ ************** We called the guest several times and we could never communicate with her. We had no way to charge her credit card since it is a virtual card issued by************. The modification of the reservation that the guest made through *********** was never confirmed by us, she never came to the front desk to confirm or let us know that she had extended her reservation. Attached you can find the original reservation with several modifications that the guest made to her reservation, including the registration card signed by her where it is evident that the original date of check out was on October 22. Since we could not communicate with the guest, we decided to take out her suitcase room and keep it in the Management office, until waiting to see what had happened to Mrs. *****. Why did we have to vacate the room? Since Mrs. *****'s reservation had a check out date of 10/22 (Saturday) the rooms were fully sold, which is why we had to respect the original check out date. At the time of receiving this complaint we were investigating and Ms. ***** only stated through a message from *********** that she had made an extension but we did not confirm or respond to the message since being Saturday our staff is a bit busy and It is not enough to answer all the messages that arrive, so the best way to make an extension is to come directly to the front desk of the hotel and make sure that we have the information about the extension that you made through the third party company Consumer Response /* (3000, 7, 2022/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've been in contact with *********** who confirmed that everything on their end was correct. The changes confirmed and I was charged the appropriate amount. I did not receive a single phone call from the hotel and would like a phone bill to prove that they called me. I however have a phone log of my attempt to call them, as well as the message I sent through************. I also have documents from the hotel that prove they have altered information such as my method of payment, checkout date from one night to the next, and the room rate, which conveniently matches what I paid on************. If************ didn't report the correct number of nights, the amount would lower, correct? I have call logs from the first night of check-in (a Thursday night) which shows 15+ calls I made with no answer. I have call logs of several days where there was not answer. A major complaint of this hotel from many reviews is how they never answer the phone. I've stayed in hotels all over the world and never stayed anywhere that doesn't answer their phone. I also want to know why there was no assistance to help us find alternate accommodations.

*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. ↩