ComplaintsforWorld Quest Resort

• Initial Complaint

  02/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family rented a 3 bedroom, 3 bathroom condo at WorldQuest Resort for 6 nights 2/4/24-2/10/24. On the 3rd night stay my sister was awaking to a bug bite. She shined here phone flash light to see what was going on and seen a bedbug. She took a picture as it was crawling away. We had to be displaced from the hotel. Other hotels in the area were sold out. We could not attend our scheduled theme parks trip due to searching for a new place to stay. We suffered from loss of sleep, worry, stress, extra work moving and anxiety. The room was very out dated, the carpet and furniture was grossly dirty, The elevator was not functioning correctly. The outside stair steps had f**** on them the entire time we were there. There was an area that looking like a dump. The electric stove had an on light that appeared the stove was on when not in use. Leftover ice in the freezer, drain dirty and clogged. Curtains falling. The entire place was nothing like the pictures showed on the resort website. The website states a ****** good neighbor hotel. This isnt anything like what ****** represents. Also, website said complimentary shuttle service to all ****** parks. That was false, no transportation to Animal Kingdom and the other shuttles didnt pick up until hours after opening of the parks. Over all this was a huge disappointment. We spent thousands of dollars for air travel, car rental, park tickets etc to be abruptly interrupted.

  Business response

  02/20/2024

  Thank you for bringing this matter to our attention, we are sorry for any inconvenience that you may have experienced as our main goal is to provide great memories and vacations to all our guest, at World Quest ******* Resort. As soon as your concerns were brought to the resorts attention, we contacted ********,offered to move you to our sister property and provide a full refund on the unused nights. Both ******** and the ***************** have since visited the property and reported no activity of bed bugs but as a sign of good faith, we as a company gave you a full refund on your stay to accommodate for your dissatisfaction and loss of time. The complimentary shuttle provided by the resort allows our guests to get to two of the ******s parks, ****** then provides complimentary shuttles/buses from park to park.
  
  We are sorry you were dissatisfied with your stay and hope we will see you and your family in the future. 

  Customer response

  02/20/2024

   
  Complaint: 21308844
  
  I am rejecting this response because:
  According to ******************************* resort manager. The technician who came reported that he seen a shell of a bug, however, not active bed bugs. I am also requesting from Worldquest a copy of the report from Terminix and the Health Department. 
  The fact that the room was not as advertised on the website along with stating the claim as a ****** good neighbor hotel was not even mentioned in the response. I wasnt refunded a full refund. And theres still other money loss due to the issue of an unsafe environment. 

  Sincerely,
  
  *************************

  Business response

  02/21/2024

  Good Morning,

  Please note that the health department called you back according to her records explaining this matter. You booked through Tripster, who we called and authorized a full refund for the room and tax. Please note that Tripster also bundles tickets and that might be the portion you did not get a refund on. You would need to speak with them directly on the difference. I will call the health department and have them send you the report as well.

  Thank you,

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My husband, two friends and I stayed with World Quest from November 2nd until the 6th. I believe we stayed in room 2102. When we approached the front door of our room, we noticed a foul odour. We arrived late from Australia and were quite tired so we tried to ignore it. As we entered, the smell was so much stronger. It very clearly smelled like mould and was unbearable at times. It got to the point where I vomited a few times from the smell, and tried my best to leave the resort so I didn’t have to endure it. I was wheezing at night. Both my husband and I developed a cough, runny nose, headaches, nausea and itchy eyes that went away soon after we left World Quest. One us complained to the front desk workers right away and they said they would tell the cleaner. A cleaner never came. We were not offered a new room. My husband and I ended up having to throw out a few items of clothing at our next destination that smelled like mould. We washed them but the smell did not go away. My hair smelt like mould for weeks afterwards. There were so many dead and live bugs all over the floor in every room. Only 2 power points worked in our room. The overhead bedroom light did not work and everything had stains and felt grimy. I am quite disgusted in the state of our unit and am requesting a refund for our stay at World Quest. I have travelled all over the world and have stayed in many different types of hotels, motels, resorts, cruise ships, hostels etc. Never have I experienced visible, smelly mould or bugs in any of these places, but World Quest. This should not be something I should be subjected to after paying a decent amount of money for a room that is advertised as being clean, sanitary and safe. I attempted to email them on November 15th to reach a resolution. They have still not replied. I left a public Yelp review and ****** review. They responded to the ****** review. There were many reviews left that mentioned the same issues I had. This place needs to be shut down.

• Initial Complaint

  08/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked a one night stay at the resort on 8/4 and checked out on 8/5. While the stay was fine my issue arises when one needs to contact the business for their lost and found. I tried contacting them, but there was no answer for 2 days or follow-up. I did speak to someone after my 14th call where they said they'd contact me, but upon looking at reviews on Google, the business doesn't respond until months later. This has been an issue to many guests where lost valuables (in my case 14k gold earrings) could be potentially swiped by the business as they have no intention of answering or calling back. There is no reliable point of contact and they make it substantially harder to communicate with anyone if you're not on property. I worry they may be pocketing off of visitors valuables and robbing us. This would be easily resolved if we had easier communication and someone was actively investigating our concerns. I've attached the call logs where I called and got a voicemail, not including the countless others i've done since the screenshots. I will continue to contact them and hopefully hear from literally anyone.

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/08/08) */ I do apologize for the delayed response. I have followed up with the Housekeeping Manager, but unfortunately, there were no earrings found or turned in. Again, I apologize we were unable to locate your item and for the late response. If you do suspect theft, you would need to file a case with Orange County Police Department. Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I do understand my privilege in having these items and my own errors misplacing them the lack of communication is inexcusable. Concierge calls? To voicemail. Housekeeping calls? To voicemail. During working hours at that. This may just be a pair of earrings, but how many pairs of earrings, phones, necklaces, rings,etc., do you have in lost and found? They pile up and sit nice and pretty in the back. Meanwhile guests frantically looking aren't even bothered to have their phone calls answered in a timely manner to reassure them that their items are either a) there or b) not there. What could've taken 5 minutes turned into this whole ordeal because you leave guests with uncertainty. While I can replace whatever is lost, you can't replace the lost faith people have in your establishment. Thank you for looking and getting back to me faster than other guests, but I don't need your apologies. I will leave everything up for the public to see so they can make an informed decision on their stay and they can contact OCPD on the establishment if things don't change because this whole experience smells fishy to me.

*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. ↩