ComplaintsforGrove Resort Realty, LLC

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello good afternoon Im sending this email on behalf of My Husband and myself, ************************* and ************************* I am a guest at this location the Grove *************** Im very upset about the way I am being treated by staff. I called downstairs to let them know my room was dirty and not clean. I found Hair on the sink in the kitchen area of representatives. I was on the phone with **** was very rude and disrespectful to me she hung up the phone in my face. I asked to speak to a manager over several times she will not put the manager on the phone. The last interaction we had. I heard a dial and she hung up in my face, this is very rude and disrespectful. Also housekeeping came into my room while My Husband was sleeping in the bed I do not appreciate it and I do not feel the Grove resort ******* should treat us in this manner or any other guest staying at this property. I went downstairs to the lobby reception area around 1220 12:15 PM to explain the situation to the manager. One of the ladies had on a yellow shirt and was very rude and unprofessional towards me. She ran to speak to the manager first to give her side of the story, I am here celebrating my birthday. I would like to enjoy my trip and it is already off to ***** and if you can please do something at your earliest convenience. I would really appreciate it.

  Business response

  05/20/2024

  Guest was offered and accepted compensation during stay.  Guest was satisfied with compensation received.

  Thank you,

  The Grove Resort Management

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear Resort Management,I am writing to express my extreme disappointment with the experience my family and I had during our recent stay at your resort. On 5/9/24-5/11/24. Despite our anticipation based on the positive reviews we had read, our experience fell far short of expectations and left us feeling frustrated and inconvenienced.Firstly, upon arrival, we were surprised to learn that parking was charged at a rate of $25 per car per night. Given the already substantial cost of our stay, this additional fee was unjustified. Furthermore, the tight parking spaces made it incredibly challenging to maneuver and park comfortably.Furthermore, the room we were assigned lacked basic amenities that one would expect from a resort of your caliber. Specifically, there were no blinds in the room, leaving us feeling exposed and uncomfortable. As a result, we were unable to utilize the sofa in the living room area during the evenings, forcing some of our party to sleep on makeshift pallets on the bedroom floor.Additionally, despite multiple attempts to request wash rags and towels from the front desk, our requests went unanswered. For two days, we were forced to improvise with clothing for bathing purposes, which was highly inconvenient and unacceptable.While we were assured that the parking fees would be waived due to the lack of basic amenities in our room, this gesture does not adequately address the numerous issues we encountered during our stay. The fact that we had to repeatedly reach out for assistance, only to be ignored or told that there were no more wash rags available, is simply unacceptable.In light of these circumstances, I strongly believe that some form of compensation is warranted to rectify the inconvenience and disappointment we experienced. I hope that you will take this feedback seriously and take appropriate measures to ensure that future guests do not encounter similar issues. Looking forward to your prompt response.Sincerely,*******

  Business response

  05/16/2024

  Resort has reached out to guest to offer further compensation for inconvenience experienced during stay.

  Guest is happy with resolution to complaint.

   

  Sincerely,

  Grove Management

   

  Customer response

  05/16/2024

  I was contacted promptly by the Director of ***** Services. ******* expressed genuine empathy for our experience and arranged for a refund, which he stated would be processed within 7 to 10 business days. I am very pleased that he understood our family's frustration and resolved the matter quickly and professionally.
  

  Customer response

  05/21/2024

  I was contacted promptly by the Director of ***** Services. ******* expressed genuine empathy for our experience and arranged for a refund, which he stated would be processed within 7 to 10 business days. I am very pleased that he understood our family's frustration and resolved the matter quickly and professionally.
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This resort is not well maintained and customer service is terrible. Pictures show how filthy the room was and the grounds were in disrepair

  Business response

  04/03/2024

  Spoke directly to guest today and offered further compensation.  Guest indicated they were satisfied with resolution.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 09/16/2022 to 09/19/2022 my husband and i went to ******* for ********************* Serenity tour which took place at the Grove Resort and water Park..we paid 1,500.00$ for the package...the rooms were freezing cold and we asked to have someone come and adjust the air so it wont be so cold...he came but nothing changed...other people were complaining also..i ended up with pneumonia and in the hospital when we returned back to ****...i was in the hospital 7 days and i almost died..the bill was 99,000.00$ I sent a letter to them and asked for my money back at least and i get a letter one year later stating they cant be responsible..i don't recommend for anyone to stay there if they don't want to get sick

  Business response

  01/25/2024

  The incident referred to reportedly took place in September of 2022.but the resort was not notified until a letter was received in February of 2023. Attempts to reach the guest have been fruitless; dating back to the date the letter was received in the mail on 02/09/2023. We have been attempting to contact the guest since we were notified from the BBB of said issue. However, emails and voice mails have gone unanswered. We are trying to refund the guest their room and tax paid to the resort as a gesture of goodwill.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I recently stayed at this resort from 9/15-9/18. I experienced some not so sanitary conditions at this resort and brought it to attention of the Front desk manager C.M. who promptly took care of the matter. This matter also included a refund in the amount of $201.29 which was suppose to get sent back to Booking.com which the manager said she did. Upon speaking to *********** they are saying the refund is in the amount of $121 and no one is replying to the emails to confirm the amount. I don’t know who is responsible for the refund but there is a gap in communication.

  Business response

  10/30/2023

  Hello,

   

  Our team is looking into this and will be back with you shortly. Thanks!

   

   

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Stayed at The Grove August 2-10 under my wife Lisa. Absolute slumlord situation type of establishment at The Grove. Here is a starter list of the endless issues: 1. The room phone has about 12 buttons for various functions of the hotel: front desk, house keeping, etc. 24/7 95% of the time no one ever answers any of the areas. So you pretty much have to walk to the front desk to get anything done. 2. Request anything for the room (pillows, shampoo, towels, etc) it takes a minimum of 1-2 hours before they will get it to you. 3. When we checked in we have the last party's trash still in the room. 4. We had major electrical issues in our room (had 3 maintenance people in out room for 90 minutes before we switched rooms). 5. Based on above issues and more, manager was supposed to call us back to discuss...never did. 6. We had to go to the front desk to switch our room and the manager who was supposed to call us back helped us but he refused to acknowledge he was the manager. We found out he was the manager later via other issues. 7. The next day we went to the front desk to talk to someone about the manager not calling us and an employee by mistake told us who the manager was and he was still very apprehensive to talk to us (basically didn't want to take responsibility or do his job). 8. The absolutely worst part of all of it...was the room they ended up putting us into has a major infestation of bed bugs. (Pictures attached and confirm via doctor). I had to go spend $150 in bed bug stuff for the house to try and kill the stuff we brought home from The Grove.

  Business response

  09/05/2023

  Hello,

   

  We disagree with the complaint as they only reached out to the staff once for a room change at the beginning of their stay.

  First room they were in was a brand new room that had some power issues.  They were promptly moved to another room. 

  The room they were moved into after has had 5 different guests since they checked out with no complaints of bed bugs. That room is currently occupied.  At no point at all did the guest contact management about bed bugs over the 6 nights they stayed in their room. 
  
  

  Business response

  09/05/2023

  Unfortunately, the guest never reached out to management about any issues with bed bugs. The first day they did complain about some power issues int their room. It was a newly renovated room, and they were moved promptly. After this, the resort received no complaint at all from these guests. They stayed in their room 6 nights without mention of any bedbugs which start to affect you after one night if there are really bed bugs present. Also, there have been 5 additional reservations that have stayed in their room since they checked out with no complaints at all. 

  Customer response

  09/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: we did reach out to the hotel and the same manager on duty who wouldn’t tell us he is the manager said we were unable to complain to his manager as that person left the company. He wouldn’t give any other person to talk to.  He was also the same manager who refused to give us any corporate number so we could file a complaint. 
  
  Sincerely,
  
  ** *******

• Initial Complaint

  05/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On Sunday May 28 2023, myself and family entered the Valencia restaurant. The hostess sat us at table with the server Nicole approximately 5-6pm. I sat at the head of the table originally with my son on my lap. I placed him in the chair next to me and sat back in my seat. Unfortunately, once I was seated again my chair collapsed. The back of the chair leg snapped and the wood stuck me in my upper right back. I hit my left elbow and right buttocks extremely hard. My children and I were mortified. It was embarrassing and traumatizing to see several people come to help me up to no avail. Although, I am a plus size woman I was in shock and in pain. It took a few minutes for me to regain myself. After the fall, I feel the Hotel could’ve handled things a bit differently. The waitress had to ask the manager to come over. Although, I’m sure he saw, knew, or employees told him. However, the manager came over and offered an accusative apology, as if it was my fault. Next, he offered me Midol for pain which has no inflammatory medicine inside. I thought it weird he wouldn’t just walk over to the market store and expense a Tylenol. After all, it is the all apart of the hotel . He asked if I wanted an ambulance and explained he would check on me after. (That hasn’t happened) Additionally, he comped my drinks and food from the bill. He had a hotel employee come over and take my statement. While all other employees were checking on me and making sure I was okay, the manager went about his usual business. Amongst the other employees they were conversing this has happened before and customers have hurt themselves. This is so unfortunate and extremely unfair. The hotel furniture in all areas should accommodate a diverse crowd because people of all shapes and sizes patronize you. The hotel’s negligence is the reason I fell. Yes, things happen but this seems to be a usual occurrence. Additionally, I felt insulted, embarrassed, and hurt. The Grove you failed me and my family.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Stayed at hotel from June 26-July 2 check the morning of July 2. I booked my reservation through booking.com the balance owed should of been 1799.59 I was charged a total of 2434.43 which included a 95.93 more on the day of check out I have email and called the grove resort only to be ignore and lied to about a call back from a manger

• Initial Complaint

  02/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Came on a Disney family vacation with my family late October 2021. Got our room which smelled like bleach, everything seemed fine at first. So we got situated and started doing the Disney parks until sundown. Our kids would literally fall asleep in their strollers at the parks at close and we would do our best to just transfer them right into the bed without lighting everything all up. Then Wake up and do it again. Well after two days of never being at the hotel longer than sleep and a quick shower we came home from Sea World around 4 pm while it was still light. Was not prepared for what we were about to experience... We brought dinner and we're sitting at the table and saw something crawling across the wall. Big enough to see across the room. Got up to it and at first i wasn't sure what it was because I've never seen a real life cockroach. But immediately i felt sick and had a feeling that's what it was. After a quick google it's a GERMAN cockroach. I emphasize the German cockroach because it wasn't just a Florida roach (like the hotel security tried to say before he came in and saw it himself which I can get into if needed). Once I googled it I found so much information on them. They carry so much harmful bacteria. So my sister and I started looking around and sure enough we see little baby ones crawling on the floor, then we kept searching... under the dishwasher there were a ton of eggs. Walk into the laundry room and there were babies and big ones crawling right in front of the washer which had our clothes in it and on top of. The more we looked the more we found. Then we were panicked because we are extremely clean people and never experienced this (just heard horror stories) Once we walked into our rooms which had our clothes out and saw them running around our stuff we made the decision To leave our stuff and get out of there. There was no way we were going to bring our clothes, luggage, baby items, etc which had cockroaches crawling all over. Hotel staff was

• Initial Complaint

  01/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We reserved a 4 night stay with a promo for buy 3 nights get the 4th one free. When we arrived they told us it wasn't in the system and we had to call reservations separately. They made us pay for the 4 nights in full and said reservations would adjust. Well reservations said that because we had already checked in that they couldn't adjust it. The hotel had to do it. They refused. The hotel was gross. Unsanitary- hair all over, food on the floor. Completely gross

*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. ↩