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:08/23/2024

  Type:Service or Repair 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.

  We stayed at the ** Hotel by Marriott in ************ from Friday, 7/19 to Sunday, 7/21. We booked the room for the weekend to attend our best friend's wedding in ***********, and this hotel was recommended through their itinerary. The check-in process was smooth, and we loved the room layout and scenery. Everything seemed perfect until we started getting bitten by bed bugs each night.On Saturday morning, after our first night, my wife noticed red marks on her upper and lower extremities. I reassured her that it might just be mosquito bites from being outside the night before. However, the bites worsened that night, waking her up. I also began to feel bites on my body. Upon closer inspection, she found more red marks that looked like bed bug bites all over her body.We had an early flight on Sunday morning, so we showered and discarded our night clothes to avoid bringing any bed bugs back with us. My wife informed the hotel manager via text and also notified the front desk before we checked out. After returning home to ********, my wife went to urgent care, where the doctor confirmed that the red marks were indeed bed bug bites. We called the hotel to inform them of the situation, but they bounced us from manager to manager without any resolution and stopped returning our calls despite promising to do so. The groom, who was still in ***********, visited the hotel to follow up and was told that bed bugs were confirmed in our room. However, a week later, the hotel manager contacted us, stating that their in-house exterminator had inspected the room and found no bed bugs. Every time we follow up, we're met with the same dismissive response, and they seem uninterested in finding a solution.We strongly feel that we should be refunded for our stay at the hotel.

  Business Response

  Date: 09/18/2024

  We acknowledge receipt of the letter on behalf of our client AC Hotels, we will be referring letter to the Insurance Carrier for their evaluation.  

• Initial Complaint

  Date:06/04/2024

  Type:Product 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.

  On Tuesday 14 May 2024, I checked into AC Hotel San Juan Condado, reserving one room with 2 queen **** (confirmation #********), checking out on Wednesday 5 June. There were a host of issues during this stay, the main issue being bed bugs. I was bitten up by bed bugs at least 4 times on my body, including private areas. When I first reported the issue, the front office manager ******************* was dismissive of my concerns, saying that the bugs were not bed bugs and the hotel would need to conduct a lab test. I asked her if she wanted to see the bite marks around my thighs and lower back, and she laughed and said no. I changed rooms several times (636, 728, 838) and each time there were cleanliness and maintenance issues with the rooms, such as a clogged sink, dirty linens, dust and hair on the floors. There were issues with housekeeping staff who did not service the rooms every day, although daily housekeeping is included. The housekeeping supervisor, ******, used dirty linens on the **** and I had to call the front desk to request housekeeping to return to fix the issues. There was a safety incident with 2 guests in the room next to me (634) who threatened to "jump and cut" me after an accidental bump in the hallway. The hotel took my statement but claimed they did not find any weapons. On Saturday 1 June, I called Marriott *********************** and reported the housekeeping issues with ******. At around 17:15, ****************, the assistant front office manager, knocked on my door and there was another employee with him. He asked if I called Marriott to report an issue, and I said yes, and he said due to the amount of times I reported inconveniences, he decided to cancel my reservation. He said if I did not leave the hotel within the hour, he would call the police to have me removed. I have a mobile disability and use an electric cane so moving would be difficult for me. I asked if I could stay and he refused. I would like BBB's assistance in reaching a resolution.