ComplaintsforLake Buena Vista Resort Village and Spa

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a condo at this resort with the sole purpose of self-managing it and was sold on the fact that i could do this and have been doing it since august of 2023 with no issues other than the horrible key system they use that keeps deprograming the keys. I have followed all their rules and until a couple of weeks ago they were very helpful with my guests coming to the front desk to get them re-programmed which happens a lot! to the point that now it seems they are doing this on purpose. I was just told by the ***** Services Manager ******************************* that they will no longer help with the keys unless i pay them some ridiculous fees even though they do not step foot in my unit to do anything. I had a guest with children come to stay at my place last night and of course the keys again did not work like they are supposed to, if they did we would not have any issues but because they didn't work, the guest went to the front desk for help reprogramming these horrible keys and he was told no by the person behind the counter (*******) I live in ******** and obviously im not around the corner so i called the front desk and after the guest begged ******* to get on the phone he reluctantly did, I explained the situation that the guest were having issues entering my unit because the keys were not working and to please help them. The answer was "unless we get the ok from ********, we are instructed not to help you!!" (mind you this is now 10:20pm on a Friday night) so now i had the guests with a child turned away and with nowhere to go. I paid $778 out of my own pocket to get them into another resort and did not have to go down like this. This was absolutely done on purpose! Ms ******** has done everything possible to make it hard for me to do what i was doing before she started playing these horrible games to push me to join their program that she knew from day one i was not going to. I was also told by a young man at the front desk that the keys are deprograming on purpose!!!

  Business response

  06/06/2024

  ******************** who is an owner on this condo hotel, needs to follow condo rules and regulations when booking his guests' reservations and he is not. This is a matter needs to be resolved between the condo owner, ********************, and the condominium.  No additional information will be provided.

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

  General Manager

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The hotel has not refunded me my money after calling multiple times. Today i was told they dont have time for stupid people and werent paid for that.

  Business response

  07/19/2023

  Good afternoon,

  I am sorry Ms. **********- felt the need to reach out to the BBB; the Visa credit card on file ending in **** was refunded the amount of $150 on 6/28/23.  We ask Ms. *****- ***** to please verify her account and/or with her bank. Ms. *****-***** can call the hotel directly to 407-597-0214, folio number ****** should she has any additional questions.

   

   

   

• Initial Complaint

  01/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/26/21-1/2/22. I booked this room because we have a family of 6 and it allowed us all to be able to sleep comfortably and cook some of the meals at the resort. Needless to say we did not receive what was advertised. On arrival there was purple silly puddy on the ceiling. day one- had to call in the morning because there was no pots or pans in this "fully functioning kitchen". Had to take my family out to breakfast. Later that day, the pans were delivered and I attempted to make lasagna only to find that one of the burners on the stove didn't work at all and the other three weren't much better. I barely could get them hot enough to boil the noodles. I finally decided to boil them in the microwave to finish making it. When it was ready to go in the oven, it wasn't holding temperature and it was because the oven door wouldn't stay all the way closed. We had to use the ironing board propped against it to keep it closed. Then when I went to remove it from the oven, only to note that were no pot holders or a drain plug to do dishes. When brought to their attention they did nothing. The sofa sleeper wouldn't pull out, we had to call them and ask for a new one- denied, Day 3 into the trip I went to do laundry and put a load in the dryer before bed, only to wake up with wet clothes in the morning. It took 4 cycles before it was dry. We were't around enough for me to continue to turn it on so we smelled musty. There was black mold in the shower and I wonder if they bothered to clean at all because there was underwear in the bedside table. Water was coming out of the refrigerator and by this point we figured it was a lost cause. I called to have our money refunded, they told be because I booked through a third party service they could only refund my resort fee and to call them when I got home. When I returned and called the resort refused to return my money. Went higher up and told they refunded 1 night unacceptable. Booked with an active National Guard- Travis ********

  Business response

  02/25/2022

  Business Response /* (1000, 5, 2022/01/24) */ Of the items mentioned above, the only items that were brought to our attention were some missing pieces of cookware, which were promptly delivered to the guest. When the guest let us know about an issue with the stove, an offer to send maintenance was made, and the guest declined, requesting that they not come until the next day. Maintenance visited the room to find that one stove burner was simply not plugged all the way in, and the oven door would not close because the cleaning lever was in the "lock" position, preventing the door from closing. As a courtesy, the guest was given a 100% refund of her 7 nights of resort fee plus tax, in the amount of $120.12 which was paid locally. As the guest booked and paid through a third party company, the resort has no control over issuing any additional refund or compensation - which based on the issues reported to us, would not be warranted. According to our records, none of the other items listed above were brought to our attention for the possibility of investigating or correcting. Additionally, there have been no guest complaints from any subsequent occupants of this guest's unit since her date of departure, regarding the sofa bed, appliances, or cleanliness. In the 22 days since this guest's departure, the unit has been occupied for 19 nights, by four different parties, without incident. Proof of refund attached. Consumer Response /* (3000, 7, 2022/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The things they mentioned plus many more were brought to their attention. They just don't communicate with their overwhelmed staff. They are correct though, they offered to come that night but could not tell me an exact time and since it was already almost bedtime by the time we were able to make dinner, due to their non functioning appliances, I told them to come the next morning while we were at a park. The burner that was "not plugged in all the way" did not work the entire week even after a visit from maintenance and the other burners were only slightly warm. I couldn't even make pancakes. On top of that they left a mess of grease on the floor from pulling out the stove, so it wasn't just unplugged otherwise their would have been no need to move the stove. If the oven had a latch holding it open it wouldn't have closed even with us holding it shut with the ironing board. It would have caught and stayed open, so that doesn't add up either. A drain plug for the sink was requested along with potholders and never received. I was told that they didn't know how to translate the English word to type it in for their employees. I can recall which manager I talked to who said that to me. Requests for someone to look at the pull out couch and the dryer were given several times and when called again, the associate said they had no record of it. That makes me think they don't document well. We shouldn't have had to continue calling while we were on our vacation to make sure the business followed through to fix things. Black mold in the shower does not grow in a week and so this was repeatedly missed. Dirty underwear in the side table, purple silly putty on the ceiling- the more things I found the more disgusted and angry I was. As for the guests afterward, what business would leave things that were complained about for more guests to find. So I'm sure they cleaned it up. Also when asked for a refund they gave me the same explanation but told me if I contacted the third party service they would help me get the refund that they could not initiate it on their end but did give me the resort fee back. I contacted the third party and they were appalled by the situation and asked for a full refund. They were denied. Additionally guests that have condos were visiting with us and said I was lucky I was able to reach someone who speaks English at all and that all of the buildings are in bad shape. They blamed it on covid. I was told they were getting their employees from mexico and that they couldn't keep up with the buildings maintenance and service for the guests. Bottom line is that they advertised a fully functioning room with a kitchen and laundry, we paid the fee and did not receive what was advertised. On top of that their customer service was terrible. Every time I was at the desk there was a line a mile long. People were checking in but mostly it was people complaining that they had requested things and had not received them. I understand this business is probably like every other one right now. Not enough staff or things are on back order for repairs but then this unit should not have been rented out. It is not like this was just one thing and we are complaining. This room wasn't clean or functional and we would like our money back. Business Response /* (4000, 9, 2022/02/08) */ Unfortunately, as previously stated, this guest booked through a third party operator. The guest has already been refunded 100% of what was collected by the resort, as a gesture of good will. Any additional refunds are outside of our control. Consumer Response /* (4200, 11, 2022/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) You can refund the money to the third party, who will then extend that back to me. I have an email from them stating that! You just refuse to own up to the fact that your resort did not keep its end of the contract and refund the money. Greetings Angela, Thank you for patiently waiting while your case was reviewed. We have received a response from the Supplier and we regret to inform you that despite our best efforts, our fee waiver request has been denied. In order for a refund to be processed, we must have the Hotel agree to cancel the reservation free of charge, and approve a refund. Our supplier contacted the Hotel to explain the reason for canceling, however, the Hotel is adamant in upholding the cancellation policy terms accepted at the time of the booking and will not authorize any refunds at this time as they advised they have only agreed to refund the resort fees, which they have already refunded to you in the amount of $120.12. In order to reopen your case, we recommend you can take the following steps: Please call the Lake Buena Vista Resort Village & Spa a staySky Hotel/Resort at X-XXX-XXX-XXXX. Ask for an email or other written confirmation from the hotel stating they have canceled the reservation and are refunding the supplier. Forward that written confirmation to ***************@mytravel.support. Please include your confirmation number in the subject line of the email (formatted "Confirmation # XXXXXXXXXX"). Once we receive that information, we will move forward with opening your case file to request a refund. If there is anything else we can assist you with, please do not hesitate to contact us. Best Regards, Cristina Case Manager Email: ***************@mytravel.support Hours of Operation: 9 am to 11 pm EST Monday-Sunday

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