ComplaintsforAvanti Resort

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All clothes from dryer - laundry building 1. 10/13/2023 at approx. 11pm. Was told that no one on staff was available to check the laundry room cameras. ?Separately, none of the washers worked in any one of the three buildings for an entire night.

  Business response

  12/05/2023

  BBB,

  My name is ********************* and I am the new GM at Avanti International.

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

  Apologies for being late on this as it was sent to *********************** email who is no longer with the company.

  Please feel free to add me as the contact for this hotel.

  An update:  We reached out to ******************** by email AND left a voicemail on his phone.  We are attempting to get more details as to the complaint.  As I eventually resolve this issue with ********************, I will reach back out to you with more updates.

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

  Business response

  12/07/2023

  Business

  Most Recent Message

  Date Sent: 12/5/2023 12:45:47 PM
  

  BBB,

  My name is ********************* and I am the new GM at Avanti International.

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

  Apologies for being late on this as it was sent to *********************** email who is no longer with the company.

  Please feel free to add me as the contact for this hotel.

  An update:  We reached out to ******************** by email AND left a voicemail on his phone.  We are attempting to get more details as to the complaint.  As I eventually resolve this issue with ********************, I will reach back out to you with more updates.

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

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked two nihts at Avanti Resort hotel for may 27th and 28th ......I had my confirmation and presented to check in counter.......I did not remember my pin number on my **** card so the lady asked for another **** card.....i gave her my Debit card.......well when i came home i checked my account only to learn that my Debit card was charged 297 usd and my **** card was charged for 201 usd ...for the same days.......I called Avanti and spoke to Sergion H******** whom stated that my night staying at the Avanti Palms was cancelled .....since they put me at Avanti Resort ...nest door and now Nothing can be done......I told him that if it was cancelled ....i should pay a cancelllation fee but NOT for the two nights since you already charged me at Avanti Resort 297 for same nights.......I find this to be fraud and wanted to go on record that this is totally unacceptable and erronous done and they can not get away sith it......

  Business response

  06/16/2023

  Hello, the guest was not charged for both nights at the Avanti Resort. As the guest mentioned he should only pay for the cancellation which is one night and that is exactly what he was charged, which was one night. I have attached the receipt. He stayed at another property. the property happens to have a similar name but they are two separate properties. He booked his reservation through a 3rd party and would have both confirmation numbers from each reservation. He was charged one night as a penalty for not cancelling or showing up for his reservation. The room was held on the sold out holiday weekend for the guest and he did not utilize this reservation. the room was released the 2nd day and therefore he was not charged for a 2nd night.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I arrived at this location on 9/3/22 and the stay was thru 9/5/22. Checkin in was at 4p. At that time I was told the room was not ready. We waited at the pool bar for an hour and a half. We had to leave due to needing to attend the plans we made and were not able to freshen up/shower before going. Around 7:30p I still received no call regarding the room, so I called. I was told they would check with the housekeeping manager then call me back. At 8p I received a call and was told the room was ready. Due to being at**********, we did not get into our room until after 10p. As a customer service based business, I do not understand why I had to follow up 3.5 hours after checkin. I'm confident that if I did not call, I would not have heard from them. A note was made on my account for management and I never received a call. The room was beyond unsanitary. The floors were covered in something sticky. You had to keep your shoes on the entire time. The AC did not work. The bedding was wet. There were spots of mold on the walls. The toilet was clogged. The room looks nothing like the pictures on their website. I ended up leaving 9 hours earlier than checkout because it is impossible to actually be in the room. They texted throughout the stay so upon leaving, I responded with my concerns since it seemed they only liked text communication. They were messaged at 1:20a on 9/5 and did not respond until 8p saying they could no longer communicate through the chat since I checked out. The rate for the stay was $216.46 and they charged my deposit instead of holding it ($50.12). They refunded me $56.25 on 9/10 after I was finally able to make contact with Karrie in management. She again did not call me, I had to. I still do not have my deposit back after 9 business days. At this point, a full refund is appreciated due to the horrible lack of communication, only having the room for 2 hours on the first night/leaving 9 hours early due to the very unsanitary conditions.

  Business response

  10/24/2022

  Business Response /* (1000, 5, 2022/09/17) */ Hello, we did process the release of the temporary hold at departure. the picture attached shows that we had $234.99 and then only kept $216.49 (we did not hold a full $50 for the initial incon. of a late check in) then an additional $56.25 was credited. the $18.50 that was released was a temp hold so was dropped to the available balance when the $216.49 was posted to her account. Consumer Response /* (3000, 7, 2022/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I attached my bank information showing $50 was 100% taken from my account. It is absolutely ridiculous to not be refunded at least one night of the stay due to only having the room for 2 hours. The lack of communication and very unsanitary conditions is still going unacknowledged and the fact they think $56 dollars remedies everything I have stated is mind blowing. A $56 refund for not having a working toilet or AC, a wet bed, moldy walls, and not even being able to take my shoes off because it appears they clean their floors with tree sap? Business Response /* (4000, 9, 2022/09/27) */ We do apologize that you had such an atypical experience. we would have been happy to correct any issues while you stayed or moved your room if you so chose. Sadly finding out at the end of the stay doesn't allow the opportunity to make it right in the moment. we hope you may consider coming back and we would be happy to connect directly with you to offer a special discounted rate on a future visit. Consumer Response /* (4200, 11, 2022/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's laughable how horrible you are at customer service and common decency. I didn't know a PAYING CUSTOMER had to continuously reach out to you in order to get a smidge of service. Why notate an account for management if nothing happens? That happened TWICE. The day I checked in and after I checked out. I had to continuously call for Karrie (the "manager") after I left rather than her actually seeing my "notated account" which should have prompted her to do her job. I guess I forgot the part where we have to chase around management after paying to stay in a room that unfortunately a rat probably wouldn't even want to stay in.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at this facility from 11/17/21-11/20/21 during check in front desk was unfriendly upon checking in my room it reeked of mold I called front desk and a woman said rooms were sold out and couldn't change my rooms and they were sorry. I also called down stairs because there were no wash cloths in the room it took them over an hour to never bring the wash cloths and they claimed house keeping was unavailable I had to returned to the lobby where the front desk agents were gossiping with housekeeping I had to Retrieve the wash cloths from the back office manager. When I inspected my room I found a moldy wig with gnats in it with someone's panties behind the dresser there was also previous occupants items still in the room and there was food in the drawers. The room was never cleaned properly but they claimed they followed COVID-19 protocols. I called front desk once again and notified them of what I found they still told me I could not change my room and that they were sorry. I then had to contact a third party to only hear that the hotel claimed they never received any complaints and they were only able to issue me a refund for a resort fee of $46.41 upon checking out of the hotel I was charged $313.55. My quoted stay before checkin was for $248.07

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/07) */ the guest advised the day of check out that they moved the furniture to check behind and found a wig. the guest was refunded $46.41 and only paid in total $217.14 for the stay. Guest spoke with out Director of Guest Services at the end and was told that the other hold was just a temporary incidental hold. the receipt attached showed the final payment was $217 and she was not charged $313 Consumer Response /* (3000, 7, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) After the hold was removed I was charged $263.55 I have the bank records. I was not charged $217 I was still overcharged for my stay. Business Response /* (4000, 9, 2021/12/09) */ Hello, yes there is a charge for that amount. but there was a credit given as i mentioned in the amount of $46.41. this would be in a different transaction. if you take the charge of $263.55 and subtract the credit that was given in the amount of $46.41 it equates to $217.14. if you do not see the credit. please contact your bank. as the receipt we attached and provided to the guest shows the transaction occurred.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Horrible horrible experience! Staff was rude - rooms were dirty and not functional. We were moved 3 times during our two night stay in the middle of the night. Housekeeping kept coming to the door - letting themselves in and demanding that we leave even though we booked two nights! Security was even called and came to make us leave in the middle of our two night stay stating we didn't have a reservation when we did. The manager onsite Carrie refused to address any concerns we had and said we need to call corporate since she can't do anything.

  Business response

  12/22/2021

  Business Response /* (1000, 9, 2021/12/07) */ A response to Mr. ********* was sent by me at3:18pm on 12/1 that all charges for the 1st night was refunded including the resort fee. no other compensation will be given. Mr. ********* never replied Consumer Response /* (3000, 11, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have asked for a full refund from both nights stay for the horrible treatment from this resort and their staff. The simple fact that the housekeeper let herself into our room while I was not dressed and then called security because they couldn't communicate with the front desk while my husband was standing there is appalling. FULL REFUND FOR BOTH NIGHTS is warranted Business Response /* (4000, 13, 2021/12/09) */ The communication to the guest is that one night would be given. we will not be providing any additional compensation for this stay. If Mr. ********* would like to re-experience the property. we would love to provide a special discounted rate for a future stay. Consumer Response /* (4200, 15, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Full refund is requested

• Initial Complaint

  11/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upon checking in the hotel I was told I would get my deposit back upon checking out then next morning no deposit the room I stayed in was full of hair around the bath tub no parking loud noise being made from a truck all night the evlevator was dirty needed to be clean

  Business response

  12/23/2021

  Business Response /* (1000, 10, 2021/12/07) */ The guest had the deposit release the day of their departure on 10/31. copy attached. guest was advised it takes 5-7 business days for their financial institution to process the release

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Upon check in at 4 PM my room was not clean, bed sheets & blankets were dirty. There was throw up on stairs, trash in hallways. Not enough towels.our room was never cleaned or sheets changed even after contacting front desk multiple times. Finally around 10 PM we got cleans sheets & towels to shower & make the bed. I have called & emailed hotel multiple times & gotten no response. This hotel was disgusting & won't even call me to have the issue resolved

  Business response

  10/26/2021

  Consumer Response /* (2000, 8, 2021/10/14) */ --------- Forwarded message --------- From:**************************************** Date: Thu, Oct 14, 2021 at 11:03 AM Subject: Complaint To:******************** I have finally heard back from Avanti International Resort and the issue has been resolved. Thanks, ***************

*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. ↩