Complaints

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am filing a complaint today specifically on one of cheeca holdings properties called Bungalows Key Largo. I am reporting a very serious incident that occurred on June 21st. And also on the general manager by the name of *************************. Reservation Number ****** and folio is attached I am requesting a full refund of the $1600.00 that was billed to my credit card for this 1 night stay be refunded. Not only did 4 women in the reception area tell me and my husband we could not stay there when we arrived (because we both had licensed service dogs that were fully noted on the reservation a month in advance however your team failed to read the SPECIAL NOTES under SPECIAL REQUESTS of my reservation, but they also asked to "see papers" on the service dogs which they are not allowed to ask, I have the entire incident with audio recorded. they told me I could not stay there nd intentionally put us in the farthest away room 410 on the entire property so we had a long walk when they knew my husband had a severe leg disability. Your general manager is a doing a horrible job running this property and needs fully investigated. Below is a my email exchange with her so you can see what all went on. --- I have 5 videos actually The girl that brought me the bottle of water asked me 2 times to see the papers on the service dog which she is not allowed to ask. They told me 2 times that unfortunately I can not stay there and then ********************************************************************************************************************** my money back, period. The way I was approached by all your staff in the reception was traumatizing. your staff is not doing there job correctly and failing to read the notes on guests reservations How on earth do you think I could have possibly enjoyed my stay and birthday after what your staff put me through ?

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We arrived Saturday, 10/7. My spouse had to leave dinner on 10/9 with sudden cramping. She was up all night vomiting / diarrhea and resulted in excessive bleeding. We left a day early on 10/10 to go to the ** because of this. I have provided ** documentation of the food poisoning and our reason for leaving early. I asked for a refund of our last night, 10/10 and a cancellation fee for the spa as we had to leave due to them causing food poisoning. They refused and will no longer respond to emails. I want a refund as requested as it is their fault. Additionally, we now have additional hospital bills and hotel to pay for.

  Customer response

  11/13/2023

   Re: #********
  
  > I have new information to add to my complaint and want to ask for an update.  I have since spoken with the health department and learned there are multiple food handling complaints during the time I was at the Bungalows. I have a $2000 ER bill and want my full stay refunded.
  >
  > Can you please add this information and coordinate with the health department?   I cant get Bungalows to agree to a full refund.  Thank you and please help.
  >
  > ***************************
  > ************

  Customer response

  11/17/2023

  Here is my guest folio for the Bungalows.  I want a full refund as other guests also filed food poisoning complaints with the **** of *************

  Business response

  12/12/2023

  *************************** was not a guest at Cheeca Lodge and Spa, in **********, **. You have the wrong business. 

  Business response

  12/22/2023

  Please remove my name from this complaint. 

  you have me attached with a different business. 

  I work for Cheeca Lodge and spa NOT Cheeca Holdings. 

   

  This complaint is not for our business and the guest was not a guest of Cheeca Lodge and Spa.

*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. ↩