ComplaintsforChula Vista Resort & Waterpark
Resort
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am writing to address my recent stay at your resort and express my disappointment with the overall experience.I had booked a room for a two-night stay to allow my children to enjoy the water park facilities. However, upon arrival, I was dismayed to learn that the water park is closed on Tuesdays. This information was not communicated to me at the time of reservation, and had I been aware, I would have reconsidered my booking. As a result, my family was only able to enjoy the water park for one night, yet I was charged for the full two nights.Furthermore, the condition of the room we were allocated was substandard. The bathroom emitted a strong odor of urine, the towel shelf was broken and lying on the floor, and the air conditioning unit was not functional. Despite repeated attempts to contact the front desk for assistance, it was challenging to get through. When I finally spoke to a staff member, I was informed that the resort was fully booked, and no alternative room could be provided. My request to speak with a manager was met with the explanation that the manager was unavailable, and a promise to return my call the next day. Regrettably, I never received a follow-up call as promised, and none of the issues were addressed during my stay.The lack of communication, the poor room conditions, and the unresponsiveness of the staff have left a lasting negative impression on my family. As a result, I am hesitant to consider returning to Chula Vista Resort in the future, and I am reluctant to recommend it to others.I kindly request that a manager or an executive from your team urgently reach out to me to discuss these matters further and provide a resolution. I believe that addressing these issues promptly is crucial to maintaining the reputation and standards of your esteemed resort.Stay 04/28/24 - 04/30/2024 1 room 2 nights junior suit Confirmation #: 90099EE029086Initial Complaint
04/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Stayed at Chula Vista, made reservation online. Upon checking in, I was told to pay a cleaning and resort fee that I was never told about when making the reservation and their website says nothing about a cleaning and resort fee. I feel this is a scam and people should be notified on their website and when making the reservations online.Initial Complaint
03/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
G.E I STAYED AT THE CHULA VISTA RESORT FEB ***** , I CALL THE ***** DESK & TOLD THEM ABOUT MY ROOM BALCONY & MAIN DOOR LOCK WAS BROKEN ??, WE COULDNT LOCK THE DOORS, WHICH THAT WAS VERY VERY UNCOMFORTABLE & UNSAFE, I CALL THEM BACK SEVERAL TIMES & LEFT MESSAGES ON THE ***** DESK SUPERVISOR ANSWERING MACHINE TO SEE WHAT THEY CAN DO FOR INCONVENIENCE & NO ONE NEVER RESPONDED BACK ,SO NOW IM GOING TO THE B.B.B FOR SOME HELP THANKS ?? & GOD BLESS.Initial Complaint
12/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We stayed in condo #**** overnight in 12-18-23. The following were issues with this stay.-Living room fireplace's fan did not work.-Control panel for the Jacuzzi did not work. Only the light and the main on/off for the jets worked.-The main bathroom's door handle came off from the inside.-The main bathroom's soap dispenser appeared to have been leaking for some time prior to us being in the room preventing us from utilizing the only shower/tub.-Upon flushing the master bathroom's toilet I was sprayed by a large amount of water from the tank. -One of the queen **** had no fitted sheet on it.-And many hairs and eyelashes were found in the Jacuzzi tub I seek a full refund for my night's stay. Staff was very pleasant, but for a one night stay it would have been impossible to fix this many issues and still have been able to utilize the unit fully.Initial Complaint
08/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Upon trying to check-in I was told that my card was charged $740 or $780 when I purchased the Fun in the Sun package when in fact I was charged $804. When I pointed out and even showed proof that I paid $804, I was charged a fee for using PayPal. I was FORCED to use PayPal because there was no other choice but yet it did not go through my PayPal account. PayPal does not even have a record that I used them to purchase a hotel stay. So I need the extra money I was charged back. Also, this package includes unlimited mini golf but the golf course is COMPLETELY run down and overrun by stinging, flying insects that have swarmed the "houses" within the course. We were unable to play past the 7th hole. There's NO running water - but lots of standing mudpits from the 7 holes we did play. We tried to go backwards and just play the last hole but there was some person or animal that decided to take a massive p*** at the beginning of the 18th hole - so that was also a no-go. No wonder the less than kind employee looked at us strange when we handed her the useless unlimited mini golf. This golf course definitely had limits and we weren't willing to risk them. We should have been paid to risk our lives and health for that atrocity! It's also no wonder why no one else was playing! We were the dumb ones, obviously, and since that was part of a package that was not actually able to be used, it should also be refunded.Don't get me started on the completely rude and obnoxious cheer/dance camp attendees who were in full force this weekend. They butted lines in front of small children and people who were waiting, yelling/screamed throughout the waterparks and just made the entire time in the parks horrible. I know that is not the hotel's fault but I know employees had to see this behavior. So disappointed in Chula Vista because the last time we stayed it was AMAZING! I guess this is what happens when you sell your soul to a big corporation. No one cares any longer.Initial Complaint
06/16/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
> Date of stay: 4/6/2023-4/8/2023 We had $500 in gift card to go toward our stay. We were told it is all charged at once and upon checkout we receive a refund. When we checked out, we were provided with a form that also showed us that there would be $500 owed to us and it may take a few days for processing. We said no problem, and we were happy with our stay and would watch for the refund to come through. A week went by, and we saw no refund on our card so we contacted the resort and emailed them on 4/12/2023. No response from the resort. Waited just over another week and emailed again on 4/20/2023. No response from the resort. We called on a weekly basis throughout May and until now the 3rd week in June. On May 11th, we spoke to 3 different individuals and was transferred around departments being told "a manager is reviewing the file and we should be refunded within **** business days" With no refund or response back, We left another voicemail on 6/7/2023, we called and left another voicemail and emailed again 6/16/2023 with a very kind and understanding email knowing it is busy peak season in *****************. Still no response. Chula Vista has not resolved this issue and it has been months since our ***********. We had a great time, however this is very disheartening. Our Folio number from our checkout is J22633Initial Complaint
06/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Reservation for a Dance weekend at Chula Vista Resort for Friday 6/2/23, 6/3/23 checking out 6/4/23. (Confirmation No. J30856) Hotel ********************* were down. Our room had no power. Hotel moved us to another room that was already occupied. At around 8:00 pm they offered to move us to another building which would involve a lot of walking to get to event which was starting at 8:00. We requested a cancelation with complete return of all Deposit money. They agreed but because all reservation computers were down they could not give us any documentation confirming our cancellation. It is now 5 days after our discussions with Chula Vista. No return of deposit. They do not respond to our phone calls. They have not returned any of our request for call backs. We want a return of deposit as promised. *******************************************************Initial Complaint
02/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked an all inclusive getaway at Chula Vista Resort for February ***** 2023. This getaway package includes a 2 night stay for 2 adults in a standard suite, all you can eat and drink at their in house restaurants (some exclusions do apply), and free water park passes. This package is $680 and then amounts to $723 after taxes and fees. My husband and I arrived at the Chula Vista on Friday, February 10th around 10:30 pm. We checked in at the front desk and went to our room on the second floor. We did a thorough sweep of the room to make sure there were no bed bugs or anything else hazardous to our health. When checking the bed, we pulled the sheets back to find a mattress soiled in some type of bodily fluids. We called the front desk, they were very rude and said we didnt have many options as it was a Friday night and they were pretty booked. No apologies what so ever for how disgusting this room was. They found us another room, but it was a bigger room and was going to be an up charge even though our last room was absolutely disgusting. We arrived to the new room on the opposite end of the hotel to find all 3 mattresses in this new room again covered in bodily fluids just like the last room, and the bathroom covered in mold. We left immediately, and told the front desk we were not staying. I was told to call a ***************************, the guest experience coordinator, in the morning to discuss my options as they do not offer refunds. I called this man twice on the day of February 11th, Ive emailed, and I cannot get him or anyone to contact me back. I would like my $723 back and I want to help shut this place down. Its hazardous, and should not be a place anyone takes their family for a vacation. No one should charge money for people to stay in rooms of that condition.Initial Complaint
09/12/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We have a group going on a golf trip and the hotel is refusing to honor our vouchers. They are telling us they have no rooms available even though i can go on their website and book the exact rooms they claim not to have. When i brought this to attention i was told they dont deal with online reservations. I asked to talk to the manager and it did not get any better. Apparently they only set aside a certain number a rooms for the golf vouchers. I just dont understand how we have 16 men going to the chula vista golf with 4 tee times and yet no rooms available. It made me even more angry when 2 of my friends called after I did and got rooms. So i called back today they stated a room was available i gave him my credit card information. I though it was competed. So i called the other hotel and canceled my stay. After i got off the phone i got a call back stating they made an error and there are no rooms available.Initial Complaint
01/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I would like to express my concern and disappointment with an experience I recently had at your resort. My husband and I gave our kids a trip to Chula Vista as a Christmas present. We were hoping to give them a great experience full of waterparks and a hotel stay. We arrived at the water park at 3:30 pm on Saturday, January 22nd, and began riding slides. Shortly into our time at the waterpark an employee began to make comments toward me. He first asked if I was married to which I replied that I was and pointed out my husband. From there, he continued to make comments towards me that I would consider sexual harrasment. I at no time recipricated any of his comments, in fact I tried to make as little eye contact as possible to send the message that I was not comfortable with his comments. He continued every time we went down a slide to make further comments. These comments were made around my children and made me feel so uncomfortable that we chose to end our experience early and leave the park. My kids did not get their full experience and I was left feeling uncomfortable and upset that I felt I couldn't speak up because it would ruin my kids time. Over the past couple of days, I have reflected on this experience and my feelings remain the same, this was highly inappropriate and unacceptable. Furthermore, I can't help but shake the feeling that I am probably not the only one this has happened to. I would like some follow-up on this issue. I tried to find an email for a manager but was unable to find contact information. I expected more of our experience and am saddened by how our trip was ruined. Feel free to have a manager contact me at ************.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
13 total complaints in the last 3 years.
5 complaints closed in the last 12 months.