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Business Profile

Hotels

Grand Texan Hotel & Convention Center

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/19/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the 1-16-2024 I had got a room for the amount of ***** and a ***** dollar deposit and me and my wife put our stuff in the room and went to dinner and a movie! When we got back and was only in the room five minutes there was no hot water ! So i went to the front and the staff then informed me they had a issue and maintenance was working on it. There was nothing ever said at check in and no flyers stating the establishment did not have any hot water! I was there to take a shower ! I told the clerk to check me out I wanted a refund and The clerk stated he didnt have a way to give me a refund and he would leave the manager a not to fix the problem. I left the property with out any refund yet that the manager would refund it on the 1-17-2024 and I went got a room at sleep inn ! I have tried to talk to a manager and there always out and on the 1-17-2024 they put my fifty dollar deposit back and then turned around and took it back out ! So basically they are stealing my money now because all I did was sit on the bed and never touched any thing else in the room ! I think they should have to compensate me something for my time and trips trying to speak to the manager to get my money back for the room I didnt stay in because they didnt have hot water and shouldnt of been renting rooms! They should of notify there guest at check in there establishment didnt have hot water ! If if I would of been I formed of that I wouldnt of ever checked in ! I have now two trips trying to resolve the matter and every time I was told the manager isnt in ! At this point they stole ****** from me! Plus time and gas to try to get my money back ! I have yet to hear from them and no refund yet ! They put my 50 dollar deposit back in my account and then took it right back out my account !

  • Initial Complaint

    Date:08/24/2022

    Type:Product Issues
    Status:
    Answered
    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 Jan 25 we reserved ballroom Afro a wedding and reception at this hotel. My card was charged $300 security deposit and was told at the time that the $300 would be refunded on the day of the wedding (Aug 20). We went back in on Aug 19 to pay the rest and to look at the ballroom one more time so we knew how best to decorate. We paid $612 cash and she charged our cc another $300 and was told it would be credited back on the 20th at 11 am. When she took us to the ballroom it was not the one we originally looked at. The air conditioner was not working which we were not told of previously but the ballroom was fairly cool so we went ahead. It was to late to change venues at that point. Went we went in on the 20th half the light switches were not working but again to lite to change so we had to deal with that. It stated raining and roof started to leak in the ballroom. We had to move the ** so his equipment wouldnt me ruined. Then the breaker in the fuse box flipped almost blowing one of the **a speakers and causing what few lights we had on to ******. The manger (who said she was the owner) kept coming in to pull me out to deal with issues and supposed refunds so I missed half of my daughters reception. When the manager came and got me the last time I explained that my cousin (who came all the way from Phoenix) was about to sing and didnt want to miss that she insisted it would take a minute. After about 15 minutes I was finally able to return I had missed my cousin singing. Today (Aug 23) I look at my bank account and no refund from any of this. My daughter was emailed a receipt showing a refund on Jan 25 for $300, a refund Aug 20 for $300 both to my bank card. A refund for $300 to the cc. A cash refund for $612 and a cash refund for $350. No one received any cash and no refunds on cc or bank account. I went to the bank got statements for ******* and August and the bank advised me no refund pending. Went to the hotel and she said she refunded it. Its not the

    Business Response

    Date: 08/26/2022

    Guest came in prior to the event and seen the ballroom, she had no problem with the room, the ** is working we even tried to accommodate her by bringing in extra fans, she did not have enough table cloths and we even provided her with some free of charge, she kept complaining over the smallest things (even having her daughter come to apologize, stating her mom was a pain in the a**) that they were very pleased with everything we were doing for them, and that we were being very helpful. We did in fact try to explain to this guest how the deposit hold works, but she refused to listen and was being very rude to all the employees calling them out their names, with no manners what so ever. She was very upset because she wanted the deposit to be back the same day or the following day, which in this case the deposit usually takes **** business days. We tried our best to serve her but it seems that she did not want to be helped and just wanted to complain for a full refund.

    Customer Answer

    Date: 08/26/2022

    Complaint: 17756978

    I am rejecting this response because: first of all my daughter was not there till later so she couldnt have spoken with this lady. The fans they brought in were blowing everything around, our complaint was the air conditioner in the hall and the bathrooms not the ballroom. I did not at time call employees by any name as was never told names. What I did say was the lady at the front desk should apologize to my cousin for being rude to her when she was trying to put the last minute touches on the decorations while we were getting ready which she refused to do. They were nothing but rude and unprofessional. My daughter was emailed a receipt showing a refund. When I went up to discuss this with the manager the same rude girl behind the front counter kept making snide comments and being very rude. The manager then made up a new receipt showing $600 refund. I did finally yesterday get $300 but thats it. I was unable to mention about the fire alarm having water in it and the smoke detectors not working. One of the gusts even checked the fire alarm panel (he does fire alarm inspections for a living) and the panel was powered down which means we were all in danger. 

    Regards,

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

    Business Response

    Date: 08/27/2022

    We have all the **** as a form of evidence, we were nothing but polite to the guest and their family. If guest received her deposit back, how else may we assist this?  

    Customer Answer

    Date: 08/29/2022

    Complaint: 17756978

    I am rejecting this response because: Im not going to argue as that would be beneath me and certainly not worth my time. I would however like some compensation for all the issues. 

     


    Regards,

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

Grand Texan Hotel & Convention Center is NOT a BBB Accredited Business.

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