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:07/05/2023

  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’m want to do the complaint about the rooms have roaches and the toilet not working is horrible. And they are don’t have room available with good conditions that incredible. 0/5

  Business Response

  Date: 07/20/2023

  Good evening. We hope this message finds Mr. ****** doing well. First, we want to extend our most sincere apologies for this pest issue experienced by the guest and her overall dissatisfaction. At the same time, we thank Mrs. ****** for bringing this important matter to our attention as it gives us the opportunity to revise our procedures and make improvements. However, I was investigating, and I did not see any reservation under the name of Mrs. ******. Is there a chance that the room was under another name? We ask Mrs. ****** to please give us more information such as the room number, and the date of her stay. This will help us simplify the search and proceed accordingly. Thank you in advance for your consideration and we look forward to this information.

• Initial Complaint

  Date:05/08/2023

  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.

  We checked out on 1st May, still waiting for 50 dollar deposit to be refunded, lady that checked us in was quite rude

  Business Response

  Date: 05/22/2023

  Good afternoon. I hope this message finds you doing well. At the same time I want to offer you my most sincere apologies for this inconvenience. Usually when the guest checks out, the deposit takes an average of 9 business days to become effective. If the credit card used is international, the deposit may take up to 30 business days to be reflected on the guest account. However, this is at the discretion of the banks as we release this deposit immediately the guest checks out. NOTE: this deposit is simply an authorization and NOT a charge; therefore we do not have the ability to retain it. I hope this helps the case and I suggest Mrs. Wileman to please contact your bank to see where the discrepancy may be. However, if Mrs. Wileman needs any further assistance, I will be more than happy to assist her to the best of my ability. Thank you in advance for your consideration and we hope that this case is resolved in the best terms.

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 am writing to file a formal complaint against Rosen Inn at Pointe Orlando regarding the unacceptable conditions I experienced during my recent stay. Specifically, my hotel room was infested with roaches, and the door to the room was not working properly. Upon arriving at my room, **** ******** ** I immediately had problems opening the room door. Another hotel guest stopped to help me with the door and was also not able to open it despite being able to hear the lock moving. I contacted the front desk who stated security would be out. Security arrived after 15+ minutes and stated, "they must not have told you the magic words to make the door work." I was told you have to pull the door closed to push it open, that the locks stick. Once in the room I saw roaches on the floor leading to the bathroom. I immediately left and went back to the front desk. I showed a picture of the roaches to the front desk staff who immediately notified a manager. I asked to be moved to a sister location as these issues made me feel uncomfortable staying at the property. I was told this would not be possible unless I paid the difference between the rate I booked and the higher rate at a sister property. After discussion with the manager about any other options I agreed to pay the difference in rates. The manager came back several minutes later stating I could not be switched to another property even with paying the fee. My only option was to change rooms. The manager offered to go and personally check the room out himself. I met the manager Eli at room **** ******** *. He came out of the room and stated, "this one is a no also." Eli stated he could go see if they had another room available. I no longer felt any room would be clean or bug free and asked what my options were. Eli told me he could keep checking for rooms or I could request a refund. I left and asked my reservation be cancelled and refunded. Rosen has refused to refund my stay.

  Business Response

  Date: 03/23/2023

  Good evening Mrs. *******,

  I hope this message finds you doing well next to your loved ones. First, I want to extend my most sincere apologies for the inconvenience experienced at the hotel. At the same time, I thank you for bringing this to our attention as this represents an opportunity for us to revise our policies and procedures and take the corresponding corrective measures. We, as an act of good faith, are going to reimburse you for the night that you did not use at our hotel. Finally, I also want to express my most sincere apologies for any misunderstanding or lack of communication on our part. I hope this resolution has enough merit for you to regain confidence in the Rosen family and perhaps give us a second chance on a future visit where I promise a more pleasant hotel experience. Thank you in advance for your consideration and please let me know if I can be of further assistance.

  Business Response

  Date: 03/31/2023

  Good evening *******, I hope this message finds you doing well. We went ahead and refunded all the nights. Please make sure to contact the third party that you used to book the reservation so that they can follow up on their end. If they should have any questions or concerns, please have them contact us so that we can provide them with any pertinent information that they might need. Thank you again for all your consideration and please let me know if you need any further assistance as I will be more than happy to help.

  Respectfully,

  Miguel B*****

  Assistant General Manager

  Customer Answer

  Date: 04/04/2023

  
  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

  Date:12/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 checked in on 12-5-22 and we were checking out 12-11-22. The first room we went in was room ****. There were roaches crawling around the floor of the bathroom area. I called to get switched and was told to go the front desk. I went and was switched to ****. Went to the room. There was a ***** egg on floor of the bathroom. I checked the 1st bed as you walk in and the mattress cover had something on it. I proceeded to move mattress cover and I saw a large stain that appeared to be vomit on the bottom. I lifted the mattress and there was a huge stain on cover as well as the mattress and bedskirt. There was even someone's hair. I called the front desk again and requested a manager. 20 minutes later no one had shown up. I called back. Got hung up on. I called again and they said the manager was on the way after I explained that there was urine, feces, or vomit on the bed. A man showed up wearing a security guard jacket. I asked if he was the manager, he said he was. His name badge was upside down. He did not seem concerned with what I told him. I showed him the bed and he again did not seem concerned. He said he could switch our room again this time to the 2nd floor and he said he would go inspect it himself and would be back. We stayed in the room on the 2nd floor (****) for our stay but the staff were not concerned with any of the issues at all. The so called manager (security officer) gave us a coupon for 2 free breakfasts for our inconvenience (there were 4 of us in the room).

  Business Response

  Date: 12/21/2022

  Good afternoon *********************. I hope this message finds you doing well next to your loved ones. First, I want to offer my sincerest apologies for the inconvenience experienced at our hotel. At the same time, I thank you for bringing this to our attention. Your claim gives us with a wonderful opportunity to review our processes and take corrective action to avoid the same form happening again. I promise that I will take your concerns into account and as an act of good faith I will offer you a complementary night in a ***********. Thank you in advance for your consideration and I hope that our resolution has enough merit for you to give us a second chance on a future visit. If this is the case, I promise that we will try everything in our power to make your stay much more pleasant. Respectfully.

  Customer Answer

  Date: 12/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I live in ** and have no plans on returning to *******. If for some reason we were to go back I would not choose to stay at this hotel again due to the way all of this was handled.

  Business Response

  Date: 12/23/2022

  Good afternoon *********************. Once again, I want to reiterate my apologies for the inconvenience. At the same time, I acknowledge your disagreement with our initial offer. Therefore, as an act of good faith, our best resolution is to refund the first two nights of your stay. Please take into account that for this resolution to be effective, you must contact the 3rd party that you used to make the reservation as we will give the refund to them, and they will take care of the rest. If you have any questions or concerns, please let me know and I will gladly assist you in any way I can. Thank you again for your consideration.

  Customer Answer

  Date: 01/05/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  As long as the money is refunded that is better than the previous offer. I contacted Universal as that is who we booked through and made them aware of the situation and they spoke with the hotel who advised the money would be refunded directly to my card in 2 to 4 weeks. Hopefully your future guests do not have to go through anything like what we experienced. If the money is not refunded, I will follow back up.

• Initial Complaint

  Date:10/17/2022

  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.

  Date of Transaction: 10/14 - 10/-16 Amount paid: $350.00 Confirmation *********** My first issue was this hotel was what my original booking was for pay at property no prepay needed due to I will pay at the property. In order to arrive to the hotel and have my reservation canceled without any acknowledgement prior to arriving my you no apologies was given by management. Only response given by management was "We can see if we are able to find you a room. Hopefully we have the space." But I must say I was somewhat thank for the young lady who help me locate a room in the hotel. After completing checking it we arrive in the room #**** look around disinfected the room of course. While attempting to go to sleep I felt something crawling across my face of course once I smacked it I ended up turning on the lights to finding it was a spider(see pictures). I called the front desk to let them know of the incident they sound so nonchalant regarding the following information and ended up sending security to come and pick it up by hands. Once he can he apologies but than proceed to ask me "Was there anything else? And did I want to switch rooms or just say in this room?" My response to him was "Of Course I am not saying in this room, I don't know what other creatures are in here." He told me hold on let him go speak with someone at the front desk because they are 98% full and they may not be able to move us to a different room. Upon returning I reached back out to front desk and they advised me that it nothing the can do about the pest control but yet still no apologies at all not manager came to the phone or to the room to make sure we were okay AT ALL! Once he return he advised that they will move us to another room #1462 and hopefully this should be the end to this. I did ask him was this room clean and free of any creatures he advise he wouldn't know that that for housekeeping to know. THIS WAS THE MOST UNPLEASANT TRIP EVER I WILL NEVER REURN TO THIS LOCATION EVER.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/19) */ Mrs. ****, I hope this message finds you and your loved ones doing well. First, I want to offer my sincerest apologies to you for the inconvenience experienced at the hotel. More importantly, I like to Thank you for bringing this matter to our attention as this will help us review our procedures and take corrective action accordingly. I promise you that we are much better than this and that we do have high standards. However, in this specific case, I completely acknowledge your concerns, and won't take this matter lightly; we will proceed accordingly. Last, as an act of good faith, I am going to refund the first night of you stay with us to the credit card on file. Please keep in mind that it might take up to 10 business days for the transaction to reflect on your account. I hope that this resolution has enough merit for you to regain your trust in our company and perhaps give us a second opportunity in the future here or at one of our sister properties. Once again, I am very sorry for all the inconvenience. Thank you in advance for all your consideration. Respectfully. Miguel B*****, Assistant General Manager

• Initial Complaint

  Date:10/01/2022

  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 checked into the hotel on the 31st August and stayed for 10 days through TUI travel. I paid a $50 holding fee and have not had the money back. I have emailed them twice with absolutely no response. Can you please help? Many thanks, ************

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/06) */ Good afternoon, Team. please express my sincerest apologies to Mrs. ****** for this inconvenience. There was indeed a discrepancy in the system. However, this issue has been resolved and the security deposit has been released accordingly. Please allow up to 15 business days for this to reflect on Mrs. ****** account. Sometimes this process can take less or longer depending on the banks. Thank you for bringing this to our attention as it gives us an opportunity to prevent something similar from happening again. Submitted Respectfully

• Initial Complaint

  Date:06/19/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  To whom it concerns I am very frustrated and upset . Apparently rosen inn had a system glitch and took out more money from our bank which has left us no money in the bank and we have 6 days left to our holiday . The staff at reception were unhelpful and just said it goes back to our account on checkout . So we carnt go anywhere for 6 days. It's ruined our holiday and staff didn't want to know just kept saying there's nothing they can do ! I think it's not right you took money without our consent without a card being present. I would like compensating for upsetting us and taking our money and leaving us with nothing abroad and far away from home . Room*******************

  Business Response

  Date: 07/14/2022

  Business Response /* (1000, 5, 2022/06/22) */ Good afternoon Mr.*******, I hope this message finds you doing well. First, I want to express my sincerest apologies for this inconvenience that unfortunately affected multiple guests. Thank you for bringing this to our attention as it helps us review our procedures and take corrective action. I will be more than happy to assist you to the best of my ability. The first step would be for you to contact your bank and explain the situation. If they ask for any information, we can communicate them through a company letter head to release the funds as soon as possible. Please keep in mind that after we take this step, it could take up to 10 business days for the 'hold' (it's not a charge) to be released and reflect on your account. Additionally, as an act of good faith, I will offer you and your loved ones 2 meal vouchers to be used at our restaurant; you can retrieve them anytime at the front desk. One will be for breakfast and the other one for dinner for up to 4 guests. I hope this resolution has enough merit for you to give us a second chance in the future where I promise to produce a more pleasant experience. Thanks in advance for your consideration. Consumer Response /* (2000, 7, 2022/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:05/27/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 made a reservation online for the Rosen Inn on 5/25/2022. I needed to extend my stay an extra 2 days. I called back the same day after trying to modify the reservation online unsuccessfully. I was on hold for 43 minutes. Finally someone answered. I could barely understand her. I told her what I needed to do, she asked me for all my information all over again and many taps on the computer later she told me she had to transfer me to the hotel. Huh? After all this with her, over an hour and she needed to transfer me? I wasn't speaking to the actual hotel? Ok. I waited another 25 minutes on hold. Another person finally answered. I explained all over again! Now I am 100% frustrated! She placed me on hold for another 10 minutes. She came back and told me that she would submit my request for the additional days I needed and proceeded to end the call. I interrupted and asked what the total was, and am I booked for the extra days so I can pay it. She said I would get an email with a link with the costs in 30 minutes. I noticed the charge of $163.00 already on my card. 30 minutes later I got an email confirming my original email, no changes. I called back again the next day to inquire. 33 minute wait time til someone answered and she told me I would be charged in full for my stay and no rooms were available for me. WHAT!!!!! I was flying in in less than 5 hours! I asked to be accommodated, I begged. She said she would bump my request up to the higher ups. 6 hours later, NOTHING! I called back same say 5/25 to cancel my reservation because I needed somewhere to stay for all 3 nights. They told me I could not get a refund because of booking through a 3rd party. Wait.. WHAT? I arrived at the hotel, only to be told I didn't have a reservation!!!!!!!! But I was charged $163.00 AND had the receipt! How is this possible?? I was in tears. Returned to my rental car and cried some more. I am still in shock.

  Business Response

  Date: 06/20/2022

  Business Response /* (1000, 5, 2022/05/30) */ Contact Name and Title: Miguel B***** Contact Phone: 4074704507 Contact Email: [email protected] Good afternoon Dear Mrs. *******, I hope this message finds you doing well. First, I apologize for all the inconveniences experienced at the time of attempting to extend your stay. I acknowledge your concerns and thank you for bringing them to our attention. This is the only way for us to be able to grow and make corrections to prevent this type of situation from happening again. As an act of good faith, I am going to reimburse your stay. I just want you to please note that this transaction may take up to 9 business days to be reflected in your account. Please contact the third party you used for this reservation and inform them of our resolution. If the third-party agent should have any questions, please feel free to tell them to contact the hotel; we will be more than happy to further assist. If you should have any questions or concerns, please feel free to contact me directly. Thank you again and I hope this resolution brings closure and hopefully has enough merit for you to give us a second opportunity in the future to serve you. Consumer Response /* (2000, 7, 2022/05/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for understanding and being so responsive.