Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently stayed at the Prince Resort in ************ from June 21st to June 23rd, and unfortunately, my experience was marred by a series of concerning incidents that I feel compelled to share. Upon arrival, my family and I encountered significant challenges due to the heat and poor ventilation in the parking garage area near the elevators. The wait for luggage transport carriers and elevators was unacceptably long, lasting between ***** minutes. This prolonged exposure to the stifling heat and lack of proper ventilation created an uncomfortable environment that was difficult to endure. Tragically, the situation took a severe turn when one of our party members, ***********************************, fell ill shortly after arriving in our resort room. ************************ condition deteriorated rapidly, requiring emergency medical attention. He was hospitalized and needed medication, including intravenous treatment, to stabilize his oxygen levels. This was particularly alarming as ******************** had no prior history of high blood pressure, yet his levels spiked above 200, necessitating medication to lower it. The family spent a distressing night in the **** and upon his discharge,. The impact of these events on our trip was profound, and our vacation experience was severely compromised by the poor ventilation and inadequate air circulation in the waiting areas of the resort. Despite our familiarity with the ************ area and its typical climate, the conditions at the Prince Resort were exceptionally unbearable, posing a serious risk to the health and well-being of guests. In light of these distressing circumstances, I attempted to contact the general manager of the resort multiple times to discuss our concerns and seek reassurance about the steps being taken to address these issues. Unfortunately, despite my persistent efforts, the general manager has failed to return my calls, leaving me deeply disappointed and frustrated by the lack of responsiveness.

  Business response

  07/05/2024

  To whom this may concern:

  The complainant checked in to our resort on June 21, 2024, at approximately 5:43 PM. Around 6:30 PM, we received a call from the unit requesting that we call 911 due to someone in their party having difficulty breathing. Our staff immediately called 911, and the Supervisor on duty promptly responded to the unit. Upon arrival, the Supervisor found a male guest undergoing a nebulizing treatment. *** responded to the unit and subsequently transported the guest to the hospital.
  
  On June 22, 2024, our staff followed up with a call to check on the wellbeing of the person who fell ill. It was reported that he was doing well. The Supervisor who had responded to the unit the previous night also called the unit and spoke directly to the guest, who confirmed he was doing well and expressed his gratitude for the follow-up. He mentioned that he was relaxing while the rest of his party was out enjoying the beach. In accordance with our policy, we requested that the guest complete an incident report. The report was completed and submitted to the front desk on June 23, 2024. The guests checked out without any further incidents.
  
  Our parking garage is eight stories high and open-aired, which does not require additional ventilation. The temperature on the date and time in question was 84 degrees Fahrenheit, with a humidity level of approximately 77%.
  
  While we were saddened to hear that our guest suffered a respiratory attack, it was not due to any negligence on the part of the property. It is unfortunate that he had to spend time at the hospital during their brief stay with us. It appears that the weather conditions played a part in the asthma attack that he suffered.

   

  Sincerely,

  *********************

  General Manager

  Prince Resort

  ************

  
  

  Customer response

  07/08/2024

   
  Complaint: 21918081
  
  I am rejecting this response because:
  

  I reject the business response because I believe the hotel is liable. The weather was not the sole factor in his illness, as we have visited ************ in the past without issues. There were other guests that will attest to the conditions in those areas of the hotel.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We stayed at the Prince Resort July 3 - July 10, 2023. After checking out, we received a call from them letting us know they found my Apple Watch, charging cord, and the charging block that we use to charge our Mac Books & other Apple devices (c port charging block). They said they would *********** to our home address. On Aug 5, 2023, I called to follow up since I hadnt received anything from them. I was told the person in charge of mailing items was in the hospital with kidney issues & everything was on hold until she returned. The girl I spoke to said I was welcome to pick up my items if I wanted to, but no one could mail until she returned. Im in **********, that wasnt an option. She told me the woman was reportedly getting better & to expect my items in the next month or two. I called again on 12/16/23. I was told I needed to speak with Ms ****** *** left my name and number. I didnt receive a call back & proceeded to call & leave additional messages for Ms ****** on: 12/26/23 1/2/24 1/3/24 It was on 1/3/24 that I first spoke with Ms ******* She said she needed to investigate & get back to me. On 1/6/24, I received a call from the assistant manager who told me she & the general manager had just become aware of my situation & apologized on behalf of the *** She said they confirmed that they did have my items, but they didnt have them currently. Best she could tell, the items had been sent out to the wrong person. She said that I could choose between them purchasing new items on my behalf or receiving a check from them to replace my items on my own. I chose the later option. She told me the ** would reach out to me in the next few days with the amount & confirm the check was being sent. Today is 2/18/24 *** have yet to hear back from anyone, despite leaving messages on: 1/25/24 2/12/24 2/13/24 2/14/24 2/15/24 When I left my last message, I asked the person at the desk to let the ** know I was going to contact the BBB. Nothing yet.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have attached the proof of my stay via confirmations to this complaint. I simply want this resolved ASAP. It is unacceptable to be paying for a 2 bed 2 bath unit and only able to use one of the bathrooms for two days so Far during our stay. The maintenance engineering guy just left our room and the entire toilet will have to be replaced. This is a huge inconvenience as we are trying to enjoy our Thanksgiving Holiday vacation. Also the number of people we have in our room and trying to share one batch is been a great deal of stress and headache. Also not being able to use the water for part of the day while dealing with this issue is a huge hassle as I have small children who are with me in my room on this stay. I need this resolved so it doesn't have to be escalated any further.

  Business response

  12/22/2022

  Consumer Response /* (2000, 5, 2022/11/29) */ This is now resolved.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I had the displeasure of speaking with Guest services Manager Kathy regarding some concerns. I was trying to understand why they forced us to check in at Prince but we made reservations at the Towers Wyndham for a room we'd paid $1500 for. Kathy rudely advised me and my wife that they they had a long standing process and that she didn't know why we were having issues. I also wanted to inquire about their slides being closed as this was the reason we chose her hotel. It was obvious about 30 seconds into the conversation Kathy was annoyed and extremely combative. My family is 300 miles from home in a hotel that refused to even give us a towel, soap, shampoo, and they even refused to get our dirty towels. We were mortified that no one seemed to care that we were NOT being treated as guests. I relied on Kathy to help remedy the situation. First she ensured me that it's my problem, not the Prince Resorts problem. Then she proceeds to HANG UP on me when I had become sick of her excuses and said "who the **** is going to help me". I admit I was angry, who wouldn't be after driving to 2 different hotels 2 different times in 91° weather, having no room service, no supplies, dealing with my kid crying because the water slide they closed (even though it's advertised on their website), and finally having my wife and I disrespected by the one person who gets paid to help us. I'm appalled and ashamed of The Prince for not having your contractual obligations under control to care for your guests, but I am more ashamed of Kathy - whose attitude, disrespect, and lack of knowledge really made this visit the worst in 25 years for us. If your job is to help your customers - you should be able to understand their frustrations when YOU'VE made a mistake and handle yourself with a little more grace. Frankly I hope there's no next time with Kathy as it's apparent she was miserable and hated her job. Her actions and the actions of The Prince Resort as a whole are inexcusable.

*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. ↩