ComplaintsforAventura Beach Associates, LTD.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I arrived to the resort on 1/2/2024 upon arriving my husband and I became stuck in the elevator. I was compensated for the inconvenience and moved to another room. I later reached out to management (after complaining to the front desk) that my elderly mother kept waking to bites all over her body about 2 days after we moved rooms. I was disregarded by the front desk. I reached out to management when we checked out asking for my money back for one of the rooms we rented. Since we had no issues with one room we did not ask for a refund but we did ask for a refund for the room in which there were obvious signs of bed bugs (ie the bites- which pattern wise are in line with bed bug bites) we did not go to the beach so we were not bitten by beach lice and mosquitos were not in seasons nor do they bite the way we were bitten. I reached out via email to ************************* 1/9 and no response.

  Business response

  02/22/2024

  **********,

  I want to extend our sincerest apologies for any inconvenience you experienced during your recent stay at Marco *********** As the manager of the association at ******** Beach ****************, it deeply concerns us to hear about the issues you encountered, and I want to assure you that we are taking your feedback very seriously.
  I am collaborating closely with my colleague, the Hotel Manager of Ramada Marco Polo, to thoroughly investigate the reported incidents. We are committed to understanding the situation fully and taking appropriate action to address your concerns.
  To conduct a thorough investigation, could you please provide us with your full name, dates of your stay, and if possible, your room number, along with any other relevant contact information? This will enable us to reach out to you directly and ensure that we address your concerns promptly and effectively.
  Thank you for bringing these matters to our attention. Your cooperation is greatly appreciated as we work towards resolving any issues you experienced during your stay.
  

  Best regards,
  

  Customer response

  02/23/2024

  Dear Hotel management 

  My name is **********************************. I stayed at your hotel from 1/2-1/9. The second room we were moved to of 202 after the elevator breakdown was the affected room. Pictures of the bites were submitted with the initial complaint and to ************************* via email. I also have a case number with Wyndham with the details 06916868. 
  

  thank you. 

  Customer response

  02/23/2024

   
  Complaint: 21167319
  
  I am rejecting this response because: this is a follow up communication to the initial message. My name is **********************************. I stayed from 1/2-1/9. I was moved to room 202 on 1/4 because of the elevator breakdown and this room had a presence of bed bugs. Pictures attached to the original complaint and were emailed to *************************. I also have an existing claim number with Wyndham 06916868. 
  

  I am still waiting for resolution  

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

  Business response

  02/23/2024

  Dear ***************************************,
  
  I hope this email finds you well, and thank you for providing your contact information.
  
  As mentioned in my previous email, your feedback is very important to us. I have informed my colleague, the hotel manager, about your complaint and the contact information you provided. While I am not familiar with the process of complaints made through Wyndham, since I don't work for ******, rest assured that your information and complaint were forwarded to him already.

  Additionally, I believe ******* will follow up with you accordingly.

  Have a great weekend!

  Customer response

  03/26/2024

  Hi ***** please do not close the case. The business has not responded or attempted to make any resolution. They just replied to my email asking for more information but there has been no follow up post my answer. If you take a look at the communication history they state they will respond again but nothing has come of it. 

*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. ↩