Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/26/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've tried on several occasions of trying to book a reservation with my host but the room I'm booked for is always not the one I get when I arrive at the resort for check-in, so I call and try and speak with my host ***** ***** and sometimes he's not available so then I'm transferred to the Host Office and speak with ****** or ****** and they tell me how the process works on how rooms are assigned which I understand but when I try and explain that when I'm assigned a room, the room assigned is not always what I get and that's when they become rude and hang up on me. ****** on one occasion called me when I was on my way to the resort and told me that she was making the executive decision not to honor my reservation because my complimentary stay I was booked for wouldn't be complimentary and that I would have to pay the full price for a room which wasn't true and I even read to her what the mail said that i received from them and even told her that if one of the days weren't comp'd they would override it which they've done in the past but she said that she wasn't going to do it this time, so I drove 1hr and 45 mins back home. I've tried several times to ask to speak to their supervisor ***** ***** and left several voicemails and a email. I've tried to reach out to my host and no response from him either. On 9/1/2024 I found out that I no longer have a host and when I try and book a room that have me coded that I can only make reservations for certain days which are different from what the mail I receive from them every month, so when I called the resort to ask about it they told me that I'm the first person to have my reservations be coded differently and my reservations are limited to how busy the resort is and not what's on my mail that I receive from them and also my host has been taken away. I feel that I've been singled out because I've complained on how I've been treated by the hosts at the resort.

  Customer Answer

  Date: 10/08/2024

  This is my offers for October and it doesn't state a certain day that my hotel stays are free but when I call to make the reservations for any day I'm being denied and only assigned certain days? And also told that I'm one of the people that has my reservations monitored? Why? I haven't heard from the resort as of Oct 8, 2024