ComplaintsforGrand Hotel Orlando At Universal Blvd

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went through Orlando family vacations because my job offered a state discount for being a state employee. The first night staying there, we found roaches in our room. They have yet to issue a refund or a manager follow up with me regarding the issue. Ive called two times since 12/1/2023 and it is 12/4/2023 and no word on refund or able to get in contact with the manager. I brought one of the roaches wrapped in a towel to the front desk for proof. They do not want to refund for the first night but I would like an issue for the resort fee as well as the other two nights at the very least.

  Business response

  01/03/2024

  Dear Ms. ********,  We sincerely apologize if we were not able to meet your expectations during your stay. Please be assure that we take your feedback seriously and will investigate and resolve this issue. In regards to your request for refund I will make sure Orlando Vacations refunds you the rest of the stay. I have already got in touch with them and requested for a full refund in compensations for the bad experience during your stay.  We thank you for your patience and understanding while we try our upmost to resolve your issue as soon as possible.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I used my discount for work to book this hotel It stated on the itinerary that I was already charged $50 deposit when I get there to check in they wanted to change me a 200 more deposit that was not listed anywhere they where going through charge me I didn't prepare my self financially to have that extra it should have been listed some where so now I couldn't check in they took my 294.00 said it was not refundable I have been working with this thing threw my job call tickets for work and waiting for almost two weeks for a respond they keep saying they will contact me in 72 hours and for almost two weeks I have been calling every 3days and I am not getting any where can some one please help me with this problem. I just want my 294.00 back because it was not listed anywhere that I would be charged that. This is just not fair

  Business response

  07/19/2022

  Business Response /* (1000, 8, 2022/06/29) */ First I would like to apologize to Ms.******** for the misunderstanding about the deposit. The reservation was made through a third party agent and unfortunately it wasn't clear on our central Florida residents policy. Her reservation was prepaid by the third party so her expected refund should come from them. We never charged the company and actually canceled her booking free of charge because We did understood she didn't agree with the deposit. To make sure she receive her refund we emailed the third party 2 weeks ago and requested her full refund to help speed up the process. I believe by this time she should have received the refund. Consumer Response /* (2000, 10, 2022/07/05) */ My complaint was finally resolved. Thank you for reaching out to me I just wish they would be more detailed with there hotel fee's. I received my refund but it took almost 3 weeks.

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The hotel cancel our reservation at 11:10 pm of the night, because the card was decline. We booked by booking and 11:09 I received an email saying that I have 2 hours to solve the problem before my reservation was canceled, I was parking at the hotel and when I arrived they have cancel it. Even thought we call and we notify we where in our way, we are with two 4 year old kids and the staff at the reception didn't even care, they didn't offer to help us, contact someone or even offer us water! Really inhuman the way they treat us ! The could have call, they have our phone number in the system, and they new whit the reservation we where coming with two 4 years olds kids ! Inaceptable that booking tell you that you have two hours and they cancel the reservation de minute after without even calling, and knowing that we call and notify we where going to arrive late !!! The people at the recepción the worst ! Not even a bit of emphathy ! They didn't even try to offer a solution

  Business response

  05/25/2022

  Business Response /* (1000, 8, 2022/05/10) */ Contact Name and Title: ******* M. Operations Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ******@grandhotelorlando.com We have contacted the guest directly to address her complaint. She understood our reasons for the last minute cancellation and that in order to keep an active reservation there must be a valid credit card for guarantee as stated on the reservation policy. Unfortunately the day her reservation the hotel was completely sold out making it impossible for us to bend the policy rules. As a good gesture of the Hotel and to compensate her for this inconvenience we will send her a one nights gift certificate to come back and stay with us.

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