Complaints

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.

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  4/15/25 my jewelry worth over $8,000 was stolen from our room by housekeeping that was on the bed when we were at the pool downstairs. Housekeeping twice earlier that day around 11am and 2pm and we declined service and said we did not need it. Housekeeping waited until we left our room around 5 something pm to go to the pool to enter our room. Now, I understand that I should have used the in room safe, but I felt it was unnecessary. I was ******* behind toddlers and hurried up and took everything off due to it being hot out and put it under my pillow. Housekeeping came in changed the sheets etc and stole my jewelry. Apparently, I am too trusting. I called the front desk around 7 something pm when we entered the room and seen the sheets changed and my jewelry missing and asked for them to send the person from housekeeping back up. Which they said housekeeping was gone. In addition to the items being stolen, when we reported it to the front desk they had zero reaction and called security...who also did nothing but take a report and scanned the door to see who entered the room. I paid over $1,200 to stay here and I didnt get an apology or a credit due to what happened. They told us they would be looking into the incident and would get back to us before we left with a solution. They even gave us a phone number "direct line" to call them for updates. Upon checkout, we inquired with the front desk again and the staff there were unconcerned and brushed us off. Unfortunately, not only did we not receive ANY support or updates from the hotel OR security, but they are now not answering any of our many calls and they are refusing to return those calls and the insurance company for the hotel is giving me the run around saying that they had a sign on the door about stolen items coverage. Which I have a picture in front of the door and there was no sign.

  Business Response

  Date: 04/21/2025

  The security team sent her case off to the insurance company and they will be the ones to reach out to her  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23226629
  
  I am rejecting this response because: I have reached out the insurance company with no communication nor have the hotel itself compensated me for the actions of their employee who stole my $8,000 plus jewelry cost when I spent over $1,200 for my stay.
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 04/29/2025

  Good Afternoon,

  I do apologize about the inconvenience but this matter has been sent out by our security team and risk management will reaching out to the guest.  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23226629
  
  I am rejecting this response because: 

  Good Morning ,

  No one from there security team or risk management has reached out to me. They are constantly trying to reply to the complaint with the same thing but my phone calls and emails are being ignored. 
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 05/02/2025

  I do apologize about the inconvenience but this matter has been sent out by our security team and risk management will reaching out to the guest.  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23226629
  
  I am rejecting this response because: You all nor no one else is reaching out. This is $8,000 plus that we are talking about. Along with over $1,200 in resort fee and nothing has been done an apology is not cutting it sorry.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:03/14/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  When booking a hotel stay at the Holiday Inn Orlando Water Park Resort, we selected the option to include breakfast and dinner. I have included screenshots where they advertise the meals included, but we were charged for them despite articulating our prepayment for them. I am seeking refunds for the charges.

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Dirty rooms, some rude staff some awesome staff. The BEST PART? A RANDOM MAINTENANCE WORKER tried and succeeded coming into my room after 9:30PM! I am a single mom with 3 children under 10 that were in that room and did I mention I was in the SHOWER?! Not only that, this employee was convincing my small children to let him in and it's okay!!!! Hardly spoke English and my kids were absolutely terrified!!!!Management was also supposed to call me well before due to the cleanliness (LACKING) and I didn't hear a peep. THEY OFFERED FREE BREAKFAST FOR THE INCONVENIENCE. Huge hairball came from the pullout couch, random apple juice left from previous occupants, broken shower curtain. Also when I arrived and went to gate for parking, I wasn't greeted not a hi hello how are ya but instead an awkward staring contest with employee until I awkwardly said I'm not sure what to do here to which he replied well are you checking in or visiting? My god. Go anywhere else I promise this isn't worth it. Also my room was a long walk from main pool area and my view/parking was literally dumpsters. But don't worry guys, I got a TWENTY FIVE DOLLAR ROOM CREDIT and didn't know how to use it and no one explained it. Back to the RANDOM MAN ENTERING MY ROOM AFTER 9pm without a notice from ANYONE. This morning security guard came by to scan my door lock and to get the freaking log to see who even tried to enter my room!!!That's not scary at all (sarcasm). My children had nightmares all night, I didn't sleep and now they all think someone is going to kidnap them. We are truly traumatized and there has been nothing done to resolve this but me getting tossed around from person to person, getting hung up on and I am just sad and frustrated. The resort is pretty cool and the

  Business Response

  Date: 02/28/2025

  We tried to assist the guest but she declined and did not want anything. 

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 23001999
  
  I am rejecting this response because:
  They offered free breakfast, I told them I wouldnt be there for that because we were leaving early for a convention. I also requested to move hotels but that didnt work out due to the time of the incident and I having 3 children to move around late at night. I would like a refund. My children are still traumatized from this as am I. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Hello Respected ********** We came from *******,****** to Orlando,******* to make our new year celebration memorable as this was our newborn daughter's (4 months young) and 2 year young son's 1st trip to *******, *** but unfortunately the Resort experience was very very bad. We ended our 2024 and beginning of 2025 with bad memories. First of all on the day of Check in we had to wait over an hour in line for check in and since the room was not ready so we had to wait for almost 2 hours and we were supposed to get the text message when the key were ready to pick up but we never got any text message so when I went to the front desk they said we should walk all the way to Market place to get the room keys. Then when we went to the room we noticed cleaning/Dusting was not done properly as there was dust and ants all over. THere was dust all over the room such as lamps, alarm clock, shelves in the washroom, dining table.When I went for a shower in the evening I noticed the water was not draining from the BathTub so it was a very unhygienic situation taking a bath until it was fixed which took them 3 day and that also we had to wait for maintenance guy to complete the work on Dec 31st eve and he as not able to fix by himself so he had to call his boss and both of them had to spent many hours to fix it and there was lot of mess all over the bathroom. I have pics of all.On the day of our departure which was Jan 3rd there was a fire alarm all of sudden around 6:30 am and we all had to wake up from deep sleep and escape the room along with young kids for more than an hour in the cold morning. Later on in the afternoon the front desk staff ****** sent a text message that there will be mandatory Fire Alarm TEST around the property and no need to evacuate but actually the Fire Alarm already happened early in the morning. Honestly this was not a memorable trip with good memories and hope we can delete it from our memory.

  Business Response

  Date: 02/17/2025

  RF: *** deposited ******. Called the guest and apologized for their experience. waived resort fee for the whole stay. Guest agreed - no follow up needed- MB

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22829163
  
  I am rejecting this response because I am requesting full refund.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My biggest complaint is the dog barking for HOURS, and the hotel pretty much telling me "oh well". It woke my whole family up and barked for almost 6 hours straight. The hotel pretty much said we are a dog hotel so oh well, we can move you but that won't guarantee there won't be barking. I can understand some barking because of the dogs but starting at 7am and continuing for 6 hours straight is absurd. The rules even say no dogs left unattended. We also weren't allowed to check in until 5:30. And I have a two year old and the kiddie part of the waterpark made for him was closed and roped off. We also had no towels at the water park on Sunday, we tried for hours to get towels. They had one or two sets of towels come in but they went immediately. We would have brought our own towels from home had we known we would not be supplied with towels. The lifeguards were a JOKE! The gentleman that sat by the larger kids play area literally sat on his phone the entire time and didn't watch the kids at all. And the curly blackhead boy just started at all the girls instead of watching the pool. There was a young child that needed assistance directly in front of the lifeguard stand (3 feet in front) and they were so busy doing everything but watching the pool that someone else had to grab the child. We came with another couple and their room had a puddle of standing water in it and smelled old and musty. And if you use the shuttle the earliest they leave for ***** is 9:30 which is after the park opens. And the latest they return from ************* is 5:30 so we were not able to even use the service.

  Business Response

  Date: 10/30/2024

  Hello, we appreciate the feedback. It is unfortunate that our guest did not have the amazing experience we strive to provide. Upon taking a close look at the events that took place during our guest's stay this was the week hurricane ****** took place which led to a delay in our towel shipment which in turn created a towel shortage at our property which was at full capacity. We did make an effort to move the guest in which was declined by her. We would love the opportunity for her to come back and stay with us. We would love to extend a 10% discount on a future stay which can be applied when booking through *** directly and  not when booking with a third party.  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22423282
  
  I am rejecting this response because:

  Yeah they offered to move us and told us that even if we moved the barking could still continue. They said there was no rule about barking and they are allowed to just bark as much as they want. But the rules say dogs can't even be left unaccompanied in the rooms. That's absolutely ridiculous that the dogs are allowed to bark for 8 hours straight and we are supposed to just listen to it. It woke our whole family up. 10% is unacceptable I'd like a partial refund.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/07/2024

  Due to the guest choosing to stay in the room when we offered to move them, refund was declined. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22423282
  
  I am rejecting this response because: yes because you said that because you were pet friendly the barking would likely continue and you can't stop the barking so what was the point in moving me to another room to continue listening to the barking. If someone's dog is barking for hours on end then they should be asked to fix the situation or removed. Dogs aren't even allowed to be left alone in the room per your own policy and they were alone in the room.  Being dog friendly does not mean dogs can bark for 8 hours non stop. I'd like a partial refund.

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On August 14, 2024, my wife booked a one-night reservation for us at the Holiday Inn Resort Orlando Suites – Waterway Reservation Confirmation #********. The email confirmation is attached hereto, reservation confirmation number ******** for check-in on 8/17/24. The “Estimated Total Price” was $159.33. See attached reservation. That same day at booking on August 14, 2024 my Amex Card was charged $110.33. Upon check in to the Hotel on August 17, 2024 my wife's Mastercard was charged an additional “holding” fee by Holiday Inn of $83.89. Additionally, on August 18, 2024 after check out my Amex Card was charged another $194.22. On August 19, 2024 (one day after we had already checked out) my Amex Card was charged another $83.89 (the same amount my wife was charged at check on her Mastercard previously). Finally, on August 19, 2024, my Amex Card was charged another $23.12. All told, we paid $495.45 for a $159.33 one-night stay at the Holiday Inn Resort Orlando Suites – Waterway. I called the vendor Holiday Inn Resort Orlando Suites – Waterway multiple times on August 21, 2024 and was transferred to no less than five different agents, hung up on twice, and sent to voicemail. Nobody from Holiday Inn Resort could verify the charges or provide me a receipt of why so there so many unaccounted-for charges on the Amex Card. At best Holiday Inn Resort is completely disorganized and recklessly overcharging my card, or worse yet possibly fraudulently overcharging both my Amex Card as well as my wife’s card, but there is no instance in which they should profit from such unethical and unsubstantiated business practices. I respectfully request nothing less than a full refund of $495.45 for this well-documented malfeasance. Absent a full refund, matters will be escalated appropriately. Sincerely, /s/ **** ****** **** ******, Esq. Florida Bar No.: ****** ****************************** ***** ********

  Business Response

  Date: 09/06/2024

  Guest was refunded on August 23rd in the amount of $278.11. Guest was overcharged and a refund was already applied to the guest.  

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My family took a vacation 7/27-7/29 and stayed at this resort. Things looked promising upon arrival, unfortunately the day of 7/28 turned out to be anything but. We were assigned room 756 and without warning ahead of settling in, a bathroom remodeling in the room on the other side of the wall started that morning. Drilling, sawing and what sounded like tile removal made it impossible to relax. I went to the front desk and the attendant didn't have a manager available, when requested to have a manager contact me, no one ever did. I was given an email address to write, but I haven't received a response from them either. When it came to checking out, I did speak with a manager and he stated he would have it looked into and contact me back. He acted surprised that renovations were going on despite contractor's roaming the property. I am seeking to have my resort fees refunded and that they make improvements on the elevator that seemed to malfunction, do maintenance on their ice machines that weren't functional (we had to go to the first floor for the only operational one we could find) and to have the kids splash pad and waterbucket operational as well as enough staff to have the water slides open. On 7/29 the water slides were closed for reasons unexplained. The water was on and running, but the attraction was blocked off. I have video with audio of when the remodeling was taking place.

  Business Response

  Date: 08/19/2024

  I called the guest and offered resort fee on the amount of $110.26.

• Initial Complaint

  Date:07/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Booked directly through the *** (who owns this brand) website. I prepaid in full. Flight was delayed and got to the hotel around 11:30pm to check in. I was told I owed money so I asked what it was for and the gentleman said resort fees. I pulled up my email confirmation with receipt showing I had paid an exorbitant amount per day for resort fees already. He was unapologetic and told me thats what I owed. I calmly called *** and let them know what was happening and the woman said that I did owe the hotel money but gave me a lower amount and said it was for taxes. The gentleman did not care and said I owed the larger amount and was not sure if it was resort fees or taxes. The *** representative called the hotel and spoke with the night manager who came out and was extremely rude. Exhausted as it was now almost midnight I handed him my credit card and stated that we would not be returning to this property and that I would be leaving a review about our experience. I want to add that I was polite, I never raised my voice or used any fowl language. The rest of my group was sitting calmly and had no idea there was even an issue. The night manager refused to take my card and stated that he has cancelled our reservation and that we need to leave. I could not believe what he was saying. I told him to please charge the card as we had this reservation for weeks and its the middle of the night, its my mothers birthday and we have nowhere to go. He refused. I called *** to let them know what was going on and they once again called the hotel, the lady came back on the line and said the manager stated he was uncomfortable. This is completely ridiculous, a grown man was uncomfortable at the idea of getting a bad review! I have called for the hotel manager multiple times and filed a complaint with *** with zero response after over 3 months!We had to find a hotel after midnight and the cost was almost double what we would have paid, they owe us money for throwing us out.

  Business Response

  Date: 07/15/2024

  Guest never checked in and nothing was charged to the guest credit card 

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21987052
  
  I am rejecting this response because: I tried to check in but my reservation was canceled by the hotel. Also yes my credit card was charged when I made my booking.!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/08/2024

  ***** was causing a scene in the lobby and was not willing to pay for the resort fees upon arrival. Front desk manager showed the guest in their confirmation where it says to pay the resort fee upon arrival. ***** refused and made a scene in the lobby disturbing other guest in line trying to check in. ***** was asked to leave and they were refunded. 

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  MULTIPLE Transactions made to my card with no receipt and no authorization to do so, multiple refunds promised and not made. kept me illegally out of my paid room for their own mistakes made in the system no explanation of charges and no answer to multipl calls to management

  Business Response

  Date: 06/08/2024

  The guest was overcharged in the amount of $108.85. A refund was applied on guest checkout date June 4th. There were no authorizations on guest account and at check out bill was explained to the guest and refund was declined because the guest was charged correctly. 

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21808121
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 booked and paid for a room in March through a 3rd party for **** At check-in I was told that I had to provide a credit card for the two day resort fee and $50 incidental fee that would total $117.50. I provided them with my bankcard for the amount and went on about my evening. When I woke up the next morning, I received an alert that my account was charged $141.50 and $48. When I went to the front desk at around 7:30 a.m., I was told the 3rd party company made those charges. When I stated that they were being dishonest because I used a different card, they went back and forth as to why these charges were charged to my account. After ******************************************************** their system and these charges would fall off after the night audit. I wanted my card removed to alleviate any further charges but was told they were unable to do so, reassuring me that everything would be ok. I had no choice but to trust what I was told. We had a busy day ahead of us, so I took their word, requested that some towels be delivered to my room, and left for the competition. When we arrived back to the hotel I noticed that I had not received any towels. The next morning, I had more charges, $219, $219, and $48. This was upsetting because there seemed to be something fraudulent happening, When I went to the front desk, they stated that they didn't see anything on their end but after showing them, stated all of this would fall off once I checked out. They offered me a late check out for my inconvenience (which they did not follow through with) and reassured me again. I checked out, received a final bill, and yet to this day (16 days after checking out) I am still trying to get them to release my money. Some of the charges did fall off except for $219 and $48. I have spoken to numerous people with IHG who have only received false reports of contact from hotel management. Their accounting error has caused me stress and the inability to utilize my funds.

  Business Response

  Date: 06/12/2024

  ***** was charged correctly, I sent them an email , showing all charges  

  Business Response

  Date: 06/12/2024

  ***** was charged correctly, I sent them an email , showing all charges