ComplaintsforThe Resort at Governors Crossing

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upone arrival house/room Phone plugged in wrong so the call to customer service to complain was taken from us had to go down to the floor of the guest entrance, time and time again with each complaint we noticed. Bracelets not activated as they said they were. TVs cutting in an out it was cords broken on the inside had to hold a specific way to get to see the current. Wifi not working, so once they fixed the TV's this also was an issue. Washer and dryer broke. First washer we noticed wasn't working. Called matience up they fixed that and then once the first load was loaded we noticed the dryer lid was locked and had to have them come back. Dishwasher soap (was like asking for an arm and leg) yet doing the dishes were a nessasity. Slides and kiddie area closed, after a specific time. Yet I asked plainly for it being kiddos birthday on this weekend. So lied to over the hours on the phone when booking. Was told there wouldnt be any lifeguards but got people steady walking around yelling at kids (not mine but super annoying) Kids working so very rude and not professional. One night a Rude guy came to the fire pit area cutting fireplace off and walking away without saying anything. I did mention customer service should be better and a lady spoke up that was shadowing said man and told me I needed to shut my mouth that that was their job at 11. But no one told us anything about these times and the unexpectedly turned things off without a sense of explanation. Last but nit least my son is on the spectrum and he was having a melt down total of 5 people that were with our crew was in the pool, but i set down in one of the Cabanas out if all of them no one was inside them, to be told I needed to leave out from under the shade if I didn't plan on intending to buy for the day, this place needs some kind of sensory area/quiet area for times like these and special needs kids. They didn't respect us at all. Been coming here for years.

  Business response

  07/04/2024

  Thank you for taking the time to share your concerns. We deeply regret that your recent stay did not meet your expectations and appreciate the detailed feedback.
  Upon review, we found that you have continued to stay with us after the date of your complaint, indicating some level of satisfaction with our services. Additionally, during your stay, we awarded you $100 in loyalty points, which you redeemed and used for your next stay with us.
  Regarding the specific issues you mentioned:
  House/Room Phone and Maintenance Issues: We apologize for the inconvenience caused by the phone not being correctly plugged in and the subsequent issues with the TV, Wi-Fi, washer, dryer, and dishwasher soap. Our maintenance team addressed these problems promptly upon being informed.
  Bracelets and Facility Access: We are sorry for the oversight with the activation of your bracelets and any confusion regarding the availability of facilities. Our staff aims to provide accurate information and a smooth experience for all guests.
  Customer Service: It is concerning to hear about the interaction you had with our team at the fire pit and regarding the cabana usage. We strive to ensure that our staff is professional and courteous at all times. Your feedback will be used for further training and improvement.
  Special Needs Accommodation: We understand the importance of providing a comfortable environment for guests with special needs. While we currently do not have a designated sensory or quiet area, we will consider your suggestion for future enhancements to better serve all our guests.
  Given your ongoing patronage and the compensation already provided, we feel that we have addressed your concerns adequately. It is important for us to ensure fairness to all our guests, and we do not believe further compensation is warranted at this time.
  Thank you for your understanding, and we hope to have the opportunity to provide you with a better experience in the future.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have CRPS and SFN and currently have a femur fracture in my CRPS leg. Due to these conditions I have very limited mobility, intolerance to temperature changes and extreme pain. The room was far from accessible to the amenities. I have stayed in other rooms at the resort that were not handicapped rooms that were much more accessible to parking and amenities.

  Business response

  05/20/2024

  Thank you for your feedback regarding your recent stay with us. We take all guest concerns seriously and strive to ensure a pleasant and accessible experience for everyone.
  We understand you reserved an accessible unit and provided documentation stating your difficulties with walking. We are glad to confirm that the room you stayed in met all accessibility standards as advertised. However, we acknowledge your concerns about the overall layout of the resort and its amenities.
  It is important to note that while we ensure our accessible units comply with all necessary requirements, the resort's broader layout and amenities are not advertised as fully accessible. This information is available on our website and in our promotional materials to ensure guests are aware of the resort's features before making a reservation.
  Unfortunately, due to high occupancy, we were unable to offer an alternative accessible unit during your stay. We apologize for any inconvenience this may have caused, but we provided the type of unit reserved per your booking specifications.
  We value your feedback and will continue to explore ways to improve our guests' experiences. However, based on the information provided and the fact that the room itself was accessible as per your reservation, we are unable to issue a refund in this case.
  We apologize for any inconvenience and appreciate your understanding.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made reservations to stay at this resort on September 3, 2022. The reservations was for one night (September 4, 2022). I was unable to check into the hotel due to a personal family matter. I called the resort in less than 6 hours of making the reservation to cancel and was told I would be unable to cancel due to passing the 72 hours required to cancel. I was told that if I was a no show for this reservation I would be able to call back in within a year to use this reservation. When I called to set this up, I was told that the reservation "cancelled out" and I was no longer allowed to make this reservation. My credit card was charged for $313.23 which is rather expensive for a one night stay and even more so with the fact that I DID NOT check in for this reservation. I am extremely disappointed in the back and forth and the run around that I received from the employees of this resort. I don't think this is any way someone should be running a business. It is nothing short of stealing from people since the service was not used and I was not able to cancel this reservation.

  Business response

  03/26/2023

  Good Afternoon,

  Our hope is that our guest and family are well and enjoying this spring weather. During the reservation process both online and over the phone, all reservation policies are expressed to any potential guest before reserving accommodations and collecting the deposit. Back in September, this information was relayed to our guest and sent immediately in the confirmation email.  Since reserving inside of our cancellation window, when requesting to cancel, we offered to reschedule for a different time. The guest declined to do so, kept the reservation, but did not check in.  We guaranteed the room for occupancy for the guest. Since this was a holiday weekend, we lost the opportunity to rent this unit to another guest when they declined to reschedule and kept the reservation.  We hope this clears up any understanding.

  Sincerely,

  The Management Team at The Resort at Governor's Crossing
  

  Customer response

  03/27/2023

   
  Complaint: 1*******
  
  I am rejecting this response because:  the reservations was for ONLY one night.  Your policy states that the minimum stay is for 3 nights but you were “willing” to allow me to book the room for one night since it had not been booked for that Saturday.  Please do not try to convince me that your organization lost money for the one night that I booked the room.  My financial institution advised me not to check in and to start the procedure for a refund from the hotel.  From phone conversations between your resort and myself it was clear I was not going to check in on that Saturday.  
  

  Is there no protocol/policy for those who book reservations made outside of the cancellation period?  Does this not fall under your “satisfaction guarantee” or is that just something that sounds good on paper with your resort having no intent to follow through.  I am still requesting for your resort up either honor the one night stay or provide a refund.  

  
  Sincerely,
  
  Marsha ******

  Business response

  04/09/2023

  I want to apologize again that you were unable to make it to the resort for your overnight getaway. We truly want to rectify this situation. Please email [email protected] and we will be in touch as soon as possible.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband, our three children, and I stayed at The Resort at Governor's Crossing on August 16-August 18, 2022. On the day of August 17, 2022 my husband noticed some type of bug bite on his right elbow-he didn't think nothing more of it, or where he could have gotten such bug bites. On the morning of August 18, 2022, he was awoken to severe itching on the lower extremity of his ankles. He got up in bed, pulled back the blanket and seen a bed bug. We we're able to take pictures and videos, obtain the bed bug in a bottle, and we proceeded to contact the front desk. The person working the front desk wasn't sure of the protocols, and he immediately contacted his manager. He stayed in contact with us throughout the process, we requested another room so that we could at least take showers, etc This occurred around 5:30am-6am, our children were all asleep. We had to pack all of our belongings, wake them up, completely move to another room that was in another building and floor. It was just a very stressful situation on our family. After everyone was ready and situated, my husband and I met with the Manager. She of course was apologetic to the situation, but excused the fact that it happens in the hospitality industry often, and that it wasn't a uncleanliness thing on the resorts part. I asked her if their housekeeping staff had protocols to check for bed bugs, she said they do and that they are trained, but that since they were so discrete, they could be easily overlooked by staff-which in this situation was the case. She then told us that this was an individually owned condo, and that restricted her to compensate our stay. The only way she could compensate us, was to enroll us in their "rewards program" and give us extra points. I told her I was already enrolled, she said she didn't see that I was, but that she would include our previous stays in our new account and credit us for those. But that she wasn't supposed to do that. Not a very satisfying resolution.

  Business response

  09/08/2022

  Business Response /* (1000, 5, 2022/08/23) */ I want to offer a sincere apology for anything less than a 100% satisfactory stay. We take reports such as this very seriously. Our housekeeping and maintenance team conduct preventative checks on each room on a regular basis. Our condominiums are inspected by a member of our leadership team prior to each guest arrival. Being a frequent guest with us, our Manager on Duty was making every effort to accommodate and rectify the situation while we investigated the concerns you raised. I have emailed you regarding your stay. Again please accept our heartfelt apology and we hope to serve you again in the future.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On our first night staying at the resort at governors crossing, my 15 month old daughter found a pill on the floor and put it in her mouth. I was able to get the pill out of her mouth but it was already starting to disintegrate. I was not able to make out any distinguishable markings. At first I thought she would be OK, because I got it out so quick. However, the strong smell of marijuana when we walked into the resort from the parking lot had me worried that it could be something potentially dangerous or lethal. I ran to the front desk for help but received none. I called poison control who advised going to the emergency room. We went to the emergency room located approximately 10 minutes away from the resort. They were also not able to determine what the pill was, but checked her vitals and thought she was doing OK. The experience ruined our trip. The manager, Matthew, contacted me the next morning and told me the corporate office was aware of the incident and would be contacting me. I have received no contact and have called back several times. The corporate office redirected me back to the resort at governors crossing and I have not even received a call back from Matthew. We have been considering taking legal action. My daughter lives with congenital heart disease and is medically fragile. Our expectation was to have an exceptionally clean room. We most definitely did not receive that and the customer service afterwards has been horrible .

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/06/01) */ Thank you for your candid feedback; we appreciate all constructive comments as a way for us to improve our operations. The experience you have described is one that no parent ever wants to encounter. We are happy to learn that your child suffered no health repercussions and is doing well. At The Resort at Governor's Crossing, we take cleanliness very seriously. We use brand name cleaning products, tools, and have extensive housekeeping training to ensure that our strict cleanliness standards are met. After housekeeping thoroughly cleans and prepares for the next guest, a member of our housekeeping leadership team inspects each room thoroughly prior to the next guest's arrival. Our General Manager spoke to you several times while you were a guest with us and each time you requested to be contacted thereafter. A representative from our corporate office will be reaching out to you at your request. Thank you again for your feedback. Consumer Response /* (3000, 7, 2022/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from Tabitha once I made my complaints public. (There was never an attempt to reach out to me before this) She left a message with a number to return the call. I have attempted to return the call several times with no answer and a voicemail that is full. This company has no business etiquette . Business Response /* (4000, 9, 2022/06/15) */ Again, we offer our sincerest apologies. We have made several attempts to contact the guest including today.

*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. ↩