ComplaintsforAtlantica Resorts, LLC
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Complaint Details
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Initial Complaint
08/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The reps are extremely deceptive to consumers and also placing guests and staff at risk of contracting covid-19. When I reached out to change my date of stay, we were originally "approved" by a supervisor V, only to be told today that we are not actually approved and still need to come to our reservation even though my daughter has tested positive for covid. I spoke with 3 different reps who were all unwilling to assist with changing the dates, and even advised that we could still use the facilities and amenities, despite testing positive for covid. Extremely alarming how this hotel goes about protecting guests and staffBusiness response
11/10/2022
Consumer Response /* (2000, 9, 2022/09/01) */ This complaint has been resolvedInitial Complaint
08/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Front desk was closed, couldn't access room for an hour customer service had to assist me. I arrived at the room the toilet was filthy with pubic hair on the seat, the tub was also filthy. I had to purchase cleaning supplies so my children could use it. I informed the hotel manager Maddison M****** she offered no help even after I showed her the pictures I took.Business response
10/05/2021
Business Response /* (1000, 5, 2021/08/26) */ The guest arrived after hours and called the reservations line instead of the posted emergency assistance line posted on the front door. They were on the line for 15 minutes while the reservations department assisted them in locating their condo. The following day the guest notified the front desk of her housekeeping concerns; housekeeping was sent to the condo and the guest was compensated. I can provide the email correspondence with the guest as well as a receipt showing her compensation.Initial Complaint
08/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked condo #356 on VRBO at the Atlantica. I paid in full before I arrived for that specific room which was $367 a night I paid for 3 nights and 4 days it was suppose to have 3 beds and a sleeper sofa because my family of 7 needed somewhere to sleep.When I arrived at Atlantica to check in they told me my room #356 wasn't available and there was nothing they could do about it until the next day when they could possible put me in a different room.The room they put me in room since the room i paid for magically wasn't available was room #852 which was full of cockroaches mold and dust which i have photos of and had 1 less bed than what I paid for so my children had to sleep on the floor. I want to be reimbursed for the 1 night I wasn't able to stay in the room I paid for. This resort is doing bait and switch how could the room I paid $1500 for not be available.Customer response
08/18/2021
The business has not attempted to resolve the issue with me at all as of 8/18/21
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.