ComplaintsforDelton Grand Resort And Spa

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked a room for over $1400 July 3-5th. When got to the room the air did not work and the room was 80 degrees and hotter for my entire stay. the staff said they sent someone to fix the air but it did not work, I am including a photo of the thermostat from July 4th at night. I opened the window in the middle of the night as an effort to get air into the room. I have tried to speak to **** the property owner who said "nothing was wrong with the air the window was open". I did leave around 6am on July 5th due to lack of air conditioning in the room. I have reached out requesting a refund for my inconvenience and I keep getting the run around. I would also like to point out my family has been attending this property for ten years now for the 4th of July. I do know how to work the appliances on the property. I also reported this issue the first day at check in. I am attaching a copy of the messages/video I sent to the property manager and the conversation. I am also including a screen shot of the thermostat in the unit the night of July 4th. I am filling the out of behalf of my Aunt *************************** ************. She does not know how to work a computer.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a trip to *************** for my kids birthday. I got a reservation from 2/17 to 2/19/23. I paid $580 for the weekend. I was initially checked into the wrong room, a bigger room. I called to confirm and was told Yes everything was fine with that. After unpacking and putting all of our groceries away, I was called and ***** had to move. I asked to stay and was told no, the customer service made a mistake. I asked for a water park pass for h inconvenience and was told, I'll see what I can do. My reservation said there was free WiFi. It did not work the whole weekend no one could get on WiFi. All the kids complained all weekend. There was no reception in the room. So every time I had to call (mostly to customer service or the front desk) I had to stand in the hallway. My reservation also said I had a **************, which I did not. I had a fireplace in the living room and master bedroom. So the fireplace in the living did not work. There was a pull out sofa, which we absolutely had to use to sleep because our reservation was for 8 and the pull out sofa was counted in that accomodations. But there was not any bedding for it. The mattress was dirty and ripped. And there weren't any covers to cover it. I had called several times that night about my other complaints, I felt like customer service stopped answering the phone for me. The condo I was staying at was located at *********** resort so I was instructed to call them about the WiFi in which they said they have had problems with it for a while. When I could no longer reach Delton, I called *********** for covers for the pull out sofa. They said I was not a guest of theirs so they could not bring me anything I had to call Delton (which is located about 20mins away). I did not get covers until the next day. Every since I called with any complaints, I was told a manager will contact me but they have not, even 10 days later and I call everyday. I have also emailed with no response.

  Business response

  03/21/2023

  
  
  *****************************
  Our records indicate you booked your reservation through Expedia the unit was not changed.  You were assigned a room with a waterfront view. 
  You requested additional blankets and towels, when the covers were brought over you said you didn't need them, but took them anyway. No mention of the wifi issues were made when asked if you need anything else.  We have no control over the Wifi at ***********, we do regret the issue.  
  One of your guests put a hole in the wall and you should have been charged an 
  additional $250.00 for the damage. See photo.
  Respectfully,
  Delton Grand 
  

  Customer response

  03/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I did book my reservation through Expedia. It it still a property that you poorly manage. ***** admitted to checking me into the wrong unit and then told me to move. She sent me a text of the new units information. She had to text it to me because the reception was poor and the wifi wouldn't connect. Plus why would she text me the new unit information.... because the paper I was given at check in had the wrong unit information on it. Do you normally text room information to your guests?

  If I had a waterfront room, which my reservation said river view, where was it. When we looked out of the windows I saw the resort grounds, like walk away and trees. 

  When did someone bring me towels and covers until the next day?? Which they only brought covers. I was never offered towels. I did not know I needed covers until bedtime when I pulled out the let out couch and then realized there weren't any in the room. And we spent that night without them. I have the text thread showing that conversation with ***** also. 

  I do understand that you don't control the wifi, but the ad on Expedia for a condo you manage advertised free wifi and it would have been nice to utilize it. 

  I was with my whole family and I can't say that I watched everyone's feet but I don't remember anyone kicking the wall. None of the walls at my house have holes in them. And that seems a little suspect after me complaining about my stay with you. I do not accept that. 
  
  Regards,
  
  *****************************

*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. ↩