Complaints

This profile includes complaints for Avanti Palms Resort And Conference Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Avanti Palms Resort And Conference Center

  6515 International Dr Orlando, FL 32819-8217

• 

  Avanti Palms Resort And Conference Center

  1300 N Atlantic Ave Cocoa Beach, FL 32931-3221

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:02/11/2025

  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.

  I had a reservation for February 2-7. The resort advertised a lobby ********* open at 7am every day and it was never open while I was there. They advertised the pool bar opening at 11am every day however it did not open until 2pm while I was there. They advertised hotel restaurant which ended up being a cafeteria and not a full restaurant. Their substitute for the coffee was that their restaurant served a limited ********* menu which did not include anywhere near the regular items that the lobby ********* would have had, I stayed in my reservation for 3 days and then checked out. I requested a refund and the hotel refunded me $60 for resort fees. The hotel told me that I would have to contact t Expedia for the room fee refund, to which Expedia told me the hotel declined their refund request due to them having a policy for no refunds for early checkouts. I paid a total pf 950 for the reservation plus resort fees (which I was charged resort fees twice) and I am seeking $400 returned to me due to the false advertisement of amenities. The advertisement for the amenities I am referring to was written on a printed out paper that they handed me during check/in and additionally printed on the back of their room keys with hours listed for the amenities. I did not think to take photos of these prior to checking out.

  Business Response

  Date: 02/12/2025

  Hello, thank you for reaching out regarding our guest concerns.  We are attempting to reach our guest to resolve her complaint.  The numbers we have on file for her are not working, so an email was sent informing that guest that we are attempting to reach her to resolve the issue.  We will continue to try and reach her and will update you asap.  Thank you

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22930150
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 2/12/2025 3:53:56 PM
  Hello, I have responded to the resorts email and awaiting their reply with their thoughts 

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

  Business Response

  Date: 02/20/2025

  Hello, our guest booked her reservation through a 3 party vendor and did not use all of the night.  We did reached out to ******** and explained that we are working to resolve her issue.  I have been communicating with her via email and I have send her the communication email confirming that the guest is due a refund because she did not stay the entire reservation.  She is to hear back from Expedia regarding her refund.  We have communication with her and just awaiting to hear back from them regarding her refund.

   

  ******* ********

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22930150
  
  The comments from Avanti are correct, they have been proactive and we are both experiencing delay hearing back from the 3rd party. I will continue to reach out to them until resolved
  

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

  Business Response

  Date: 02/26/2025

  Hello, just wanted to inform that we are assisting Ms **** with her attempts to retrieve  her unused nights from Expedia due to her checking out early.  We have graciously as a goodwill gesture refunded her resort fees from the hotel but did not refund the nights she used while on property. However, Ms **** has been patient and understands that the delay with her not receiving the refund for the unused nights from expedia is beyond the hotel's control.  The hotel manager has been in contact with Ms **** throughout this process.

   

   

  Thank you

  Business Response

  Date: 03/11/2025

  After researching the guest complaint, we have information from the Vendor that they have begun processing the said refund.  The vendor is expedia and they have sent us communication showing the refund is in process.  I have emailed our mutual client with the screen shot.

• Initial Complaint

  Date:11/27/2024

  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.

  On Sunday, November 24, I checked into the hotel. I stayed at that hotel until Monday the 25th where I left a pair of shoes and a ****** box that was a size 5 I called a couple days later to speak to someone regarding my shoes after I know for a fact that I looked at the box however, I forgot to turn around to grab the shoes after speaking to someone they stated that my shoes were not there. In fact the shoes were left in front of the TV on the dresser that stands before the TV. I paid well over ***************************************************************************************************************************************************** someone in charge, they hung up the phone on me.

  Business Response

  Date: 01/17/2025

  Good Afternoon,

  We would like to extend our sincerest apologies for the inconveniences Akaylah experienced during her stay. Please rest assured that this does not reflect our usual standards, nor does it align with our commitment to consistently meetingand often exceedingour guests'expectations.

  We conducted a thorough search for the items Akaylah reported as left behind but were unable to locate them. The guest was informed of our policy, which states that the hotel is not responsible for items left in the room or vehicle, as highlighted on the attached registration card.

  Upon reviewing her registration card, we observed that the signature did not display properly. However, both her car information and signature were added personally by Akaylah.

  Please let me know if further action or documentation is required.

  Business Response

  Date: 01/17/2025

  We would like to extend our sincerest apologies for the inconveniences Akaylah experienced during her stay. Please rest assured that this does not reflect our usual standards, nor does it align with our commitment to consistently meetingand often exceedingour guests'expectations.

  We conducted a thorough search for the items Akaylah reported as left behind but were unable to locate them. The guest was informed of our policy, which states that the hotel is not responsible for items left in the room or vehicle, as highlighted on the attached registration card.

  Upon reviewing her registration card, we observed that the signature did not display properly. However, both her car information and signature were added personally by Akayla.

  After careful consideration we regret to inform her that we will not be offering any form of compensation.

  Please let me know if further action or documentation is require.

  Kind Regards,

  ****** ******

  ********************************

   

• Initial Complaint

  Date:08/02/2024

  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.

  My husband and I stayed at the Avanti International Resort July ***** 2024 while in Orlando ******* for a business trip. During our stay we repeated asked the front desk to NOT allow house keeping into our room. This was deliberately ignored. We had to make a complaint daily. On the second day of our stay we requested the Resort refund us our remaining stay so we could go else were do to house keep stealing a $300 necklace, repeatedly entering our room and going through our things after they were asked not to enter the room. The front desk and staff were extremely rude and disrespectful and refused to refund us forcing us to stay or sleep in our vehicle. Upon asking to speak to a manager we were told there wasnt one available every time and on the last day of our stay was handed a business card for management contact. After calling several times again after we left I was not able to speak to a manager until 5 days later in July ******* in which I was told my issue would be resolved immediately and a General manager would contact me by 8 am on July ******* to discuss a full refund and compensation for my stolen property. Today is now August 2nd and I have not heard anything back from the resort and when I try calling Im told no one is available to talk and they will have a manager call me. I have been ignored and the resort not only was extremely disrespectful but allowed their employees to steal from me and do not care. I spent $600 to stay for 4 nights and my $300 anniversary necklace was stolen. The Avanti International Resort should be held accountable for their actions and that of their employees in which they allow to continue stealing from their paying customers and allow to be disrespectful and rude to their paying customers with not one ounce of remorse. The rich continue to get richer while stepping on those who struggle daily and dont care about other people as long as their pockets are consistently filled with cash.

  Business Response

  Date: 09/17/2024

  To whom it may concern, We, have made some concessions and compensated Ms ******** for her inconveniences while staying with us.  We compensated her in the amount of $193.06 which is 1 night room and tax and her entire resort fees for her inconveniences.  Ms **** credit card was refund immediately and will take a few days for her to see it back on her credit card.  

   

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

   

   

  Thank you

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22081492
  
  I am rejecting this response because: $193 is not enough to compensate for the disrespect my husband and I had to go through, it is not enough for the $300 anniversary necklace that was stolen. 
  We were treated extremely poorly, over charged for the stay. We were refused a refund on the 2nd day of our stay when we brought the many complaints to the front desk and asked for our money back so we could stay some where else. 
  there has been absolutely NO communication from the resort or anyone associated with the resort after many many calls to the resort and directly to the management phone number we were given. 
  

  I want a WHOLE refund and compensation for what was stolen from me and my husband. This resort caused trauma, discomfort, disrespect and ruined not only our vacation but our anniversary and business trip. 
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:05/24/2024

  Type:Customer Service 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 left my AirPods at this hotel and have called multiple times asking about them, they say nothing has been found, even though my find my app says they are still at this establishment. Ive gotten promises of call backs with nothing and finally got an answer after the seventh time. After three weeks of calling. I had been calling since the day I had lost them. I am very disappointed with this customer service and most of the housekeeping employees were very rude and disrespectful. I am also disappointed that even though they still are at this establishment, I still get told that they arent there.

  Business Response

  Date: 06/03/2024

  Good afternoon, 

  I do apologize for the issue regarding the missing Air-Pods. While we do try our best to locate and return any items left behind by our guests, we take no liability for these items as described in the registration card that was completed at c/i. I am very sorry if we were unable to locate and return the Air-Pods to you, however there would be no reimbursement provided by the hotel to replace them. 

   

  Thank You, 

  Management

• Initial Complaint

  Date:05/18/2024

  Type:Product 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.

  The hotel rooms were filthy. I have video of a ***** running around. There were white stains all over the comforter, two pubic hairs on the toilet and the floor was sticky. They moved us to another room where the floor was visibly dirty everywhere and the shower was so gross I wouldnt even get in. They also never brought us a crib like we had arranged prior to going and we have a 4 month old. They kept saying they were on the way and after about 3 hrs. of waiting and calling they never brought it then said they didnt have one until morning. We didnt have a place for our baby to sleep so we left at 1:30am and drove over an hr home then had to drive 2 hrs back the next morning for an event. They said they would refund us the fees and then Expedia would refund the rest but that was a lie. I went through Expedia and Avanti told them no refunds. This receipt does not include the fees paid at the report. It was roughly $60.00

  Business Response

  Date: 06/03/2024

  Good afternoon, 

  We apologize for the issue regarding not receiving a crib for the night that you requested. Cribs are based on availability and at the time of your arrival, all available cribs were already issued out to other guests. If the crib was requested in advance through the 3rd party agent you booked through, I do apologize as often times these messages do not necessarily come across to our reservations department.

  In looking into your reservation with us further, we do not see any notes from your time with us other than that request for the crib. Your complaint notes that you checked out at 1 am, however your reservation was not checked out of our system until 12:17 pm the following day. If you have any information on the person you spoke with that you stated offered the refund, it would be greatly helpful for us to investigate further, however, at this time and without any other information, we cannot offer any compensation. 

   

  Thank You, 

  Management

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21729644
  
  I am rejecting this response because: We did ask for a crib and when we checked in they asked if we wanted a crib or a pack n play. The man at the desk, I spoke with 2 different ones, said they had both and it would be up to my room momentarily. We called multiple times and went down there. They confirmed upon arrival they did see that we needed a crib in the notes. I even called after I made the reservation and asked if we should pack the pack n play anyway, as we really did not have the room in the car for it and they told me it would not be necessary but if I felt more comfortable doing that that there would be room for it in the room. I said I prefer to use theirs because there was no room. The room was filthy to include roaches, which I sent a video of. There was pubic hair on the toilet seat! The comforter was filthy and the floor was sticky. Can you not see that we requested a cleaner room? They sent us to another room and it wasnt as filthy but still gross! Not like the pictures advertised but at this point our baby and us needed sleep as my husband had a huge event the next morning. If they did not have a crib, they should have told us that instead of continuing to have us wait and we could have left instead of waiting hours! We absolutely left in the middle of the night! My husband went down again, having to wait in line each time, and they finally said they didnt have a crib. It was about 1am when they finally said that. He told them to go ahead and check us out! They said ok and apologized for the inconvenience. They said we would be issued a refund for the fees but we would have to talk to Expedia for the refund on the room. I dont remember his name but Im assuming he was the manager that night. Because the gentleman I was speaking with said I need to tell him how filthy the room was. I showed videos trying not to let the other guests hear me because I was trying to resolve the issue and not cause another one out of respect and class. I expect a full refund. We had to drive an extra 4 hrs in total because of this and my child was drug around all night. Please just provide a full refund or I will not settle.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/31/2024

  Type:Service or Repair 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.

  Me and 3 other young women had a reservation to stay at the Avanti Palms Resort from Thursday 3/21/2024- Monday 3/25/2024 (Confirmation Number: *********) to attend a conference at the Orange County Convention Center. I made the reservation under my name on 2/26/2024. Upon arrival, we were disappointed with the cleanliness of our room as the shower was dirty, the floor was unclean, and the television did not work. Upon making the reservation, we were told that we would receive a $10 daily credit for food and beverages at the resort, which we never received. On Saturday, we woke up and noticed an orange zip tie attached to the railing outside of our door with the tag pointing at our door. We immediately cut the zip tie off and went up to the front desk to report this, as it is a sign of human trafficking used to identify vulnerable victims. The front desk staff agreed that this was concerning and asked if we wanted them to cut the tag off, to which we replied that we already did. They said that they would keep an eye out, as anyone can access the property because we had to present at the conference. Upon returning to the room that evening, we noticed that someone had folded up and placed toilet paper outside of our door, between the beds in the room, and placed a used tissue on one of the girls backpacks. We went back to the front desk to report this and request a room change because we felt unsafe. The staff was not concerned. We were denied our request to change rooms because they were booked, so we asked if we could check out early and receive a refund for the next two nights so that we could go stay at another hotel. The staff stated that we could check out before the reservation ended and receive a refund. Now they are charging the full amount to my card, which was not what we agreed upon on 3/23/2024. I have now called the resort back 3 times on 3/28/2024 to resolve this issue, and they will not allow me to speak with a representative or return my calls.

• Initial Complaint

  Date:03/23/2024

  Type:Service or Repair 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.

  We had a reservation at Avanti Palms Resort in Orlando. We arrived early as we were going to ******** for the day. My sister is a diabetic and we needed to refrigerate her insulin so I asked if there was anyway we could check in early. The receptionist was very accommodating and said yes there was a room ready and it would be an additional $25 charge. That was not an issue. The lobby was clean and looked wonderful. Rooms were old and outdated but we were planning on just sleeping there. When we returned later that day I unfolded the bed covers and was appalled at the comforter on the bed. It was filthy with what looked like fresh blood and who knows what else. We did not see this when we first arrived as the top of the bed is always folded down. I addressed this with the front desk and was told they could offer a thorough cleaning and a late checkout. We didnt need a late checkout we had to leave at 3 am for airport. People were smoking pot all over in the hallways. They never came to clean our room I finally tracked down housekeeping hours later to come change the bedding. The housekeeper who came in was so upset she ripped the bedding off and said this is not acceptable. When the housekeeping supervisor came in I asked her if I could show her the pics she put her hand up and said I know I saw them and looked at fresh bed made put her hand up in the air at me and walked out. No apology no nothing. From what I read and saw the health department needs to pay this hotel a visit. The front desk said they were going to get a Manager. The gentleman who spoke to me didnt offer anything I asked what he could do for this and stated I paid for early checkin the least they could do was remove the $25 fee. He said sorry we cant do that. Based on all reviews I think they would not be in business if they had to refund everyone. There were numerous health violations throughout the establishment. Body hair in showers and on floor in bathroom as well. I would like to be reimbursed for our stay for the full amount.

• Initial Complaint

  Date:03/22/2024

  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.

  I booked a room at the Avanti Palms Resort From Monday March 18th-20th.Greetings, soon at I got to room 1052 when I walked in it smelled like mildew.When I tried to get comfortable I noticed mildew on my pillows.I then woke up to notification that the water on the resort would be shut off.So I had to take an uber ******************************************************************************** a comfortable way.I had to spend more money than I planned for.And because traveling so far took up my day, I wasn't able to enjoy the hot tub and pool.I am very disappointed at the inconveniences and disruptions of my stay that I am commanding a full refund.Disliked Some fresh sheets and pillow cases.The cleanliness of the hotel room.And the resort should have Been maintenance with out my time at the resort being effected and no accommodations was offered to me.The tower looked like a prison and housing projects when I opened my room door to leave the resort the next day and I didn't feel like I was on a resort at all.I am seeking a full refund

  Business Response

  Date: 04/13/2024

  Good Afternoon, 

  We do apologize for the issue you experienced in your room with regard to the mildew on the sheets. This should not have happened and because of this, we will refund one night of your stay back to you. With regard to the water shut-off, this was an emergency repair that had to occur and while we sent out the notification as a worst-case scenario for time, the repair was completed within 45 minutes and the water was turned back on. Again, we are very sorry for the issue within the room and will have a night refunded back to booking.com, who will then need to refund you directly, 

   

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair 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.

  The asked for an disclosed resort fee and asked me to sign a document that had My girlfriend name on it as second guest and refuse to produce this document or signature and refused entry

• Initial Complaint

  Date:01/10/2024

  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.

  Date of stay was 12/24/23-12/30/23 This was the absolute worst hotel I have ever stayed in ever. Upon entering the hotel, it smelled like smoke an old vacuum cleaner. Two out of our six days that we stayed there the elevator was broken and we were on the fifth floor. We were told that our only option was to take the stairs so my family had to go up and down five flights of stairs for two days which was a inconvenience. There was a dog barking next-door all night. There was also someone trying to get into our room, Im guessing because they had the wrong room. I have no idea thank God we had the lock on our door us up at 3 oclock in the morning. There was running up and down the halls all night long and the hallways reeked of marijuana and smoke. The rooms were not , what was advertised online and upon checking in after we were told we would be staying behind the actual tower, we asked why. We were told the tower was only for people who paid for their room in advance, which we paid for our rooms three days in advance. We asked to be moved, and they told us they would get back to us which they never did. We stayed there for six days which was not cheap and we hated our stay the entire time. The air condition did not work at all so the room was very humid and smelly. The towels, even though they were clean were still filthy, which we had to ask for towels every day because our room was not cleaned at all. We also had to ask for toilet paper, because we were out for two days I am so happy that we brought some toilet paper from home. The toilet was filthy and the tubs were dirty housekeeping staff was very rude and they did not bring us fresh towels every day they did not understand English. Aside from rude staff and filthy rooms. The only thing we enjoyed about this property was the game room . We still have not received our daily fee back after checking out of the room over 10 days ago. We are very displeased with this property and we would like a refund.

  Business Response

  Date: 02/21/2024

  Good Afternoon, **************, 

  According to your reservation here, you reported to the front desk on the 26th that the room you were given smelled old and like cigarettes. I believe you spoke with *****. She offered to move your room at which time, according to her notes, you declined. I apologize for the actions of the other guests regarding noise or any other issues that they are causing. We do try our best, when made aware, to approach guests and in occasions require them to leave the property, when they are interfering with the quite enjoyment of other guests. 

   

  Thank You,