Complaints

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

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  Avanti Resort

  8738 International Dr Orlando, FL 32819-9317

• 

  Avanti Resort

  12562 International Dr S Orlando, FL 32821-6946

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:11/14/2023

  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.

  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

  Date: 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

  Date: 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

  Date:06/16/2023

  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 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

  Date: 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

  Date:09/15/2022

  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 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

  Date: 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.