ComplaintsforQuality Inn & Suites by The Lake Kissimmee
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Complaint Details
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Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello,I stayed the 14th the the 15th . I was charged $100 for saying it smelled like weed I have stayed at this hotel several times, I stay in an ******* area hotel 3 nights a week the last year. I am an asthma patient . If there is a weed smell its certainly not from **** dispute the charge , and would like a refund and response right away.This is my second email. I have left 4 voicemails. It seems you and your staff are ignoring me. Next step I will dispute with my credit card company and file a police report for theft. I have pictures of me and my family in the room, there was no weed from me there, just your hotel.this is theft and will not be tolerated. Quality **************************** Kissimmee by The Lake Jun 14 Jun 15 Check-in: after 03:00 PM Confirmation #: ********* ******************* ************ we stay in ******* hotels 3 x a week as i am a manager of a car rental company. i know what weed smells like and i know the chekc in and chekc out process. i have stayed at your exact hotel within the 30 days before that mulitple times w/ no issues. this was not me and i called right away to dispute it.Business response
06/30/2024
************* was charged $100 for smoking in his room, not $163. i have enclosed video footage and the folio.
Initial Complaint
12/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I reserved a room at the Quality **************************** Kissimmee by the Lake via a third party reservation center, which I didn't realize until I received the confirmation. The reason I booked the reservation was because the hotel was closest to Animal Kingdom and they provided a shuttle to the park, according to the website. When I arrived, I found that the shuttle did not transport guests to Animal Kingdom.Once we settled in for the night (2nd floor), at 4 am, we were startled from our sleep by glass shattering from our window. Someone (or some people) broke the glass. We didn't know their motives; if they were going to break into our room and our lives were in danger; if they were going to steal our belongings; or if they were targeting previous guests. I immediately called 911 and my husband called the front desk. The police filed a report and we were moved to another room on the 3rd floor since the integrity of the room was compromised. We were assured the clerk would speak to the General Manager and imagined we would not be charged for the night. What was meant to be a celebratory weekend with my family was ruined due to lack of security at the hotel, and to add insult to injury, when I called Reservation Counter yesterday for status, they informed me that the refund was denied by Comfort Inn because I didn't have it in writing! I have never felt so unsafe at a hotel. I am only asking for a refund of the one-night stay $146.94 + $15.99 = $162.93, which I would have gladly paid if someone would have intervened when they saw suspicious activity on security cameras. I imagine the hotel has security cameras, as the manager assured the police?Business response
12/21/2022
Business supplied email: *****************************
Use this address for any contact with the Better Business BureauBusiness response
12/21/2022
Contact Name and Title: ************** general manager
Contact Phone: **********
Contact Email: *****************************
Good morning *************,
We have already refunded your booking company the full amount of your reservation. ******, our front agent informed you of this, Since you paid a booking company not the hotel. If you have not already, you need to contact them, so that they may refund you.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.