Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I understand from the General Manager at the Courtyard by ******** in *********, **, that this Marriott location is a franchise and is managed exclusively by Paramount Hospitality. I wrote an email to the Vice President of Operations, another office staff member, and the ************** Manager at the ******** in *********, ** but have received no response. My credit card information was stolen out of my purse at this hotel and utilized to purchase items from local businesses in *********. The credit card remained in my purse the entire time I stayed at this hotel and no one was in my room or had access to it, except for hotel staff. I reported this incident to the ************** Manager and to the General Manager who both told me that they WERE UNABLE TO INVESTIGATE this matter without me filing a police report. The police in ********* could not take my report over the phone, so advised me to make a report in my hometown. When I called the General Manager to discuss this incident with me, he told me that he had "no proof," and "no names" of anyone in his hotel that could have stolen my credit card information. He indicated that my information "could have been stolen anywhere." He was completely unapologetic and failed to recognize that this was a horribly invasive criminal act that happened to me on Marriott's watch. When I asked about compensation for the room, he indicated that he "would have to decline that resolution." He said that he would "cooperate with authorities" but said that he was not going to conduct an independent investigation. It would be so easy for them to view the card swipe reader and figure out who exactly accessed my room.I have since provided the police report # to the ************** manager and to Paramount Hospitality. I have asked for compensation for the room for this horrible experience, but also am worried that there is a thief employed here who will do this again. They gave no indication that they care about guest safety.

  Business response

  11/14/2024

  Dear BBB and Guest

  I am very sorry to hear about the incident occurred by this guest, buy Paramount Hospitality Management, LLC (established in *******) does not own or manage any hotels in ********  All of our properties are located in Orlando, ***  The group that this guest is looking to contact is ********************************;

  Paramount Hospitality Management, LLC
  **********************
  Building 200, Suite 490
  *******, *************
  Tel **************

  Due to the similarities in our company names, there has unfortunately been this confusion before.  

  If I can be of any further assistance, please let me know.

  ****** *******, CFO

   

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a family Orlando vacation with ********* Resort from July 28-Aug 2. And on July 30th my whole family went to the beach. We left the resort around 12:30 and returned at 10:30pm. At our return we found that many of our items went missing. These items were of no high value, but important for us. (4 pairs of used sneakers, 3 stuffed toys, 2 Nintendo 3Ds with chargers and 10 games, a gold Mickey Mouse ring, a souvenir glass cup from Universal Studios, iPhone charger) we had reservations the following day for ************* but no sneakers to wear. All we had were flip flops. We lost out on our reservations for half of our party of 9 for not having shoes. We filed a complaint with the resort and the police. They didn't apologize or make us feel safe. They did a lock interrogation until Monday which made us feel like we weren't a high priority as a guest. I asked for some kind of compensation for the stress it caused on my family. We felt violated and not safe. They refused and gave us the runaround. Not admitting any wrong doing with their employees. They were the only ones that had access to our room. I spoke to Michael D******* (Director of Guest Services) and he said he couldn't help me and I should do what I had to. He refused to give me a copy of the incident report and said to ask for a copy of the police report. I felt like we weren't taken seriously. He asked for an estimate on our loss and off the top of my head I would say around $1,500. He thought it was TOO much. I am very saddened that our vacation was ruined with something like this. My kids were putting chairs on the door because they were afraid someone would come back. We ended up checking out early on Monday because we weren't happy. They didn't offer any type of refund also. The staff was not apologetic in any way shape or form. Our vacation was cut short because of this. It was too hard to find a last minute resort for a party of 9 last minute. ********* Resort, not a family friendly resort.

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/08/08) */ To BBB. In the early morning hours on July 31st, **************, a guest in unit B509 approached the resort's front desk alleging that items had been stolen from her guest room. At which time she was directed to the shift supervisor who took down the information and informed Mrs.******** that we would begin an internal investigation and that we would have the necessary information compiled and the manager would reach out to her the following morning. On Monday, August 1st, ********* Resort's Director of Guest Services met with Mrs.******** in his office. As she writes in her BBB complaint Mrs.******** claimed initially that the "the items were of no high value." Upon reviewing the electronic lock audit from unit B509 it was clearly evident that only the guest key had entered the room during their stay, meaning that only the******** family had access to the room. During her conversations there were conflicting stories from ****** as to the value of the missing items to include on our internal document (incident report). At first, she stated it was not about the value but later in the conversation made claims that the sneakers alone were estimated at over $750 and the prices for the other items rose in price from her initial claims ultimately approaching the $2,000 dollar mark. Knowing the inconsistencies in her story and most importantly having the proof (lock audit) that nobody but her family entered her unit it was determined by our General Manager - Rod O******* and our Guest Service Director that no compensation would be provided. Mrs.******** made it very clear that if we did not reimburse her, she "would destroy the resort on social media." We were not going to give in to this form of extortion, especially armed with a report (lock audit) that reiterates that her claims were false in nature. Since the incident Mrs.******** had indeed gone forth and posted numerous negative reviews on sites such as************. On these reviews she never mentioned that the resort fully investigated the matter and determined only she had access to the belongings claim to be stolen. Resort management is very confident in the manner in which the investigation was handled and the final outcome.

*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. ↩