Monster Complaint - Out $1K - Disgusting Resort
Complaint
Justin D
Country: United States
Summary: I'm out nearly $1K USD after being a "Customer" of this company since 2017 and have only stayed on 1 property less than 24 hours and left due to terrible conditions for my family.
I was sold a travel package in 2017 with the ability to reschedule. I believe I paid around $300-$350 all said and done in 2017. Over the years they would call and I never did get one scheduled.
I finally decided to take a trip to SilverLake Resort Orlando with my wife and 3 kids March 2022. I booked and then had to call back and change the dates. Susan Cardana was very helpful with that and nice.
Fast forward to my trip and we arrive 3/17 at 5pm. Got placed in Building 19 at SilverLake Resort when we arrived.
Upon entering the building 19 it reeked of Marijuana (he building, the elevator, etc). Not an ideal welcome family. We get to the unit on the top floor and the unit looks clean but just has this dirty feeling. We attempted for 3 hours to draw a hot bath for my wife and infant and no hot water. Beds were awful and uncomfortable. Come 10pm this evening my wife and I decided to pay the money and go stay elsewhere at a better property for our family. The type of people walking around the property that evening did not give me the warm and fuzzy for me and my family that is for sure.
Friday, when I left at 9am I went to SilverLake Desk and no manager was around to help me when I needed help leaving. I provided the ladies my phone number and name and asked the manager to call as I have complains and I will not be attending the Saturday Session that I am obligated to attend as this resort is not acceptable. No call no return.
Once we return home and I call Monster. I get Stella Helton who I give all my complaints to and she was very understanding and nice and recorded it I believe. Over the coming day she would request documentation and receipts to the other property I had to go stay at. It's been 19 days and no return email or call now.
At this point Monster has charged me $500 for no show and SilverLake Resort charged me for 4 days of resort fees and taxes totaling $155.08.
I do not recommend
I was sold a travel package in 2017 with the ability to reschedule. I believe I paid around $300-$350 all said and done in 2017. Over the years they would call and I never did get one scheduled.
I finally decided to take a trip to SilverLake Resort Orlando with my wife and 3 kids March 2022. I booked and then had to call back and change the dates. Susan Cardana was very helpful with that and nice.
Fast forward to my trip and we arrive 3/17 at 5pm. Got placed in Building 19 at SilverLake Resort when we arrived.
Upon entering the building 19 it reeked of Marijuana (he building, the elevator, etc). Not an ideal welcome family. We get to the unit on the top floor and the unit looks clean but just has this dirty feeling. We attempted for 3 hours to draw a hot bath for my wife and infant and no hot water. Beds were awful and uncomfortable. Come 10pm this evening my wife and I decided to pay the money and go stay elsewhere at a better property for our family. The type of people walking around the property that evening did not give me the warm and fuzzy for me and my family that is for sure.
Friday, when I left at 9am I went to SilverLake Desk and no manager was around to help me when I needed help leaving. I provided the ladies my phone number and name and asked the manager to call as I have complains and I will not be attending the Saturday Session that I am obligated to attend as this resort is not acceptable. No call no return.
Once we return home and I call Monster. I get Stella Helton who I give all my complaints to and she was very understanding and nice and recorded it I believe. Over the coming day she would request documentation and receipts to the other property I had to go stay at. It's been 19 days and no return email or call now.
At this point Monster has charged me $500 for no show and SilverLake Resort charged me for 4 days of resort fees and taxes totaling $155.08.
I do not recommend
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