Complaints

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The room I checked is not cleaned. This hotel has a serious problem with its cleaning procedure. The room I checked in smells so bad and it has hair stick on the bathroom wall and the bathroom door. It clearly is not cleaned before I checked in. I was too tiered fighting with the front desk so I decided to ignore but when I came back from my dinner I saw a cockroach sitting on the sofaThe customer service here never response to the calls to front desk and it took them an hour to response the message on the app. The hotel front desk is so inpatient with my request. I am not paying for a hotel thats has a serious cleaning issue.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Booked this hotel through *********** Travel. On arrival we found the tram to our building was broken and we had to haul our luggage on a *************************************** When we got into our room it smelled of urine. The next morning my wife found cockroaches in the bathroom. I found that the coffee maker did not work and the deadbolt was not functional. As we spent the next day at the resort we found had to wait constantly for the tram, canal boat or shuttle and we wasted a lot of time doing this. This resort was not as advertised and we contacted *********** Travel to discuss a refund. We notified the hotel we were not satisfied and were checking out (March 26 @ 7am). Since then the hotel has refused to return calls to *********** Travel to assist with a refund.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife ******** Leviena ******* made reservation for her and I at Ocean Tower Arrival date 7/12/22 and Departure 7/17/22 confirmation # ********** The resort required a $500.00 deposit I used my credit card and upon checkout I asked the lady at checkout desk how long is the hold she stated it depends on the credit card company. I received an email 7/18/22 from Ocean Tower showing no charges or pending balance due. I tried calling several times letting the phone ring about 5 minutes each time finally around the 4th time someone answered and after answering several questions regarding my wife and I address, phone number and email address the gentleman stated their records don't show a hold on my credit card I informed him my credit card company is still showing a hold. He told me to call to check and call back. I called back several times, but no one answered the phone. I'm asking that they release the hold of $500.00 dollars immediately.Our contact information is as follows:Wife ******** Leviena ******* ********************************************** cellphone ************ email *************************** ************************* ********************************************************************** cellphone ************ email *******************

  Customer response

  08/02/2022

  Hi

  My compliant #******** has been resolved

   Thank you

  *****

*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. ↩