ComplaintsforHotel Tampa Riverwalk

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hotel lobby smells. Room 433 very unclean and ******. Tub dirty and only one day of room service to clean room. Nasty stained couch in room. Very poor conditions.

  Business response

  07/09/2024

  Guest was awarded ****** Hilton Honors points, and pleased.  ***************************, Director of Operations.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Completed my initial reservation through Booking.com. Everything was fine with bookings.First night stay was just OK. The bed was excruciatingly hard and uncomfortable. Room 422 needs to have the carpet shampooed. The carpet was dirty and ruined my brand new white socks. As if that wasnt frustrating enough the hot water was not working to its finest. Issue: At Approximately 4 PM on Monday March 25 my date and I attended the hotel bar. After spending quite a bit of money, we decided to take our party upstairs. At 9:37 PM My date goes to enter our hotel room and sees ThIS male figure standing there. This couldve been an intruder!!!!!!!!!!!!!! My date screams. This man was in MY room for an undisclosed amount of time looking around. The manager indicated that he received a noise complaint. So this means he entered our hotel room. under no circumstances should he have entered our hotel room unannounced!!!!!!!!! Without the police! Staff may have knocked on the door OR phoned the room. Though they knew 100% without a doubt we were on the balcony after entering our room. The manager indicated he had no problem throwing us out after drinking at his bar and paying $42 per night for three vehicles to park at this location. Because of noise! The manager was completely in the wrong. On Tuesday upon checkout, the front desk staff were completely unhelpful with a refund. So they, provided no resolution, and were unable to show me the hotel policy for entering a room. The manager or any hotel manager was unavailable to speak to me at the time of check out.Im filling this complaint as its UNETHICAL & CONCERNING. A refund should be issued for both nights plus- ALL expenses charged to room 422, should be refunded to my debit/credit card on file. Completely unacceptable by hotel staff and management.

  Business response

  04/23/2024

  Hello, 

  Our Director of Operations *************************** attempted to contact the guest when they opened a case with ****** but did not get a call back.  He processed a refund of one night's room, tax, parking and amenity fee via booking.com, but it wasn't approved as he was waiting on the guest to contact him back.  It was approved today for the amount of $260.37.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Case Summary:I stayed at Hotel Tampa Riverwalk(200 ****************** Tampa, ** ***** ***) from November 9 to November 13, 2023. The hotel erroneously charged me twice for the stay, each charge amounting to $1,270.07. Despite requesting a refund, the hotel returned only about $1,000. Further communication with ******** customer service confirmed an unrefunded amount of $234.58. However, instead of a monetary refund, they offered a voucher for a free stay. This approach essentially prioritizes the hotel's unlawful interests at the cost of consumer rights. I perceive this resolution as unfair and potentially racially discriminatory. It is a damage of my rights and emotional health and a theft of my property.Demand for Relief:Immediate refund of the outstanding balance of $234.58.A formal apology from Hotel Tampa River for the inconvenience, distress, and perceived racially discriminatory treatment.Compensation for the time, emotional distress, and additional expenses I have endured, in the amount of $234.58.

  Business response

  01/15/2024

  Good morning, 

  The guest booked online - an advance purchase payment of $1270.07.  This matches the receipts attached of the guest stay.  

  The prepayment and receipts are attached.

  If the guest is showing any other payments, please send them to *******************************.

   

  Customer response

  01/15/2024

   
  Complaint: 21134975
  
  I am rejecting this response because:

  1. I have contacted the hotel several times with details and each time they create a "Hilton Guest Assistance Case" but never respond to the case. I have never received a response from the hotel.
  2. To this day, I have not even received a formal apology. Yet I still have to spend my valuable time on this issue.
  3. If the hotel had scrutinized my case, they would have found that the hotel had admitted that the charges were wrong twice.
  4. Would the hotel have taken my case seriously if I was not a foreigner or Asian? I am curious if this lack of response and unfair treatment is racial discrimination.
  5. I have attached the details of the hotel charges. The first charge was imposed when I booked my stay. I booked on a non-refundable plan, so the charge was applied at the time of booking.The second charge occurred after I left the hotel. If the hotel had checked with the staff who checked me in, they would have found that the staff member specifically confirmed that I had paid the charge at that time. I don't understand why I was charged again after I left the hotel.
  6.The hotel later admitted that they had overcharged me and refunded me a portion of the money, but the staff mentioned that it was only about a thousand dollars. They did not give a reason for not refunding the full amount. I then tried to contact them several times and they did not respond.
  
  Sincerely,
  
  *******

  Business response

  01/19/2024

  Good morning, 

  Our team is more than happy to assist, as we are with any guest of Hotel Tampa Riverwalk.

  Please send detail charges to our ********************** and they will be happy to verify.  Our Hilton system shows the Advance Purchase Charge, as well as the Amenity Fees, which aren't part of the advance purchase at the time of booking.

  The email addresses to communicate directly with the hotel team are as follows:

  *******************************

  **************************************************

  Thank you so much!  

  Customer response

  01/22/2024

   
  Complaint: 21134975
  
  I am rejecting this response because:

  1. In the e-mail I received from the hotel confirming my order, it is stated that Amenity Fees is included in the first payment. The hotel's statement that it was not included is not correct. Please review the attachment.
  2. I need to reiterate that I am not responsible for any losses caused by changes in exchange rates. The reason for the difference in price due to the change in exchange rate is that the hotel was overcharged in the first place.
  3. The facility fee reminds me of another racial discrimination by the hotel. I remember calling the front desk during my stay to ask for the water that was included in the fee (since the hotel didn't provide it in the first place), but they told me that they couldn't provide it to me. You can view the phone log for this incident.

  4. Although the hotel mentioned emailing hotel directly several times. However, I have actually attempted the hotel several times by different ways and have never received a response from the hotel. So I would like to continue to use this platform. It seems that the only way I can get a response is to communicate through this platform.

  Sincerely,
  
  Yaya Li

  Business response

  01/31/2024

  Good morning, 

  I am so sorry for your experience.  Our team takes great pride in customer service, and I'm sorry that you are experiencing billing issues.  I have attached the prepayment you made directly with Hilton, and the charge at our hotel for the amenity fees, which includes a copy of the reversal we made in good faith for you.  I've also attached a document from our merchant services account with no results for charges.  

  If we can help with anything further, please let us know!

  The email addresses provided will be a great point of contact.

  Have a fantastic day!

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The hotel has been found to have bed bugs and the hotel is refusing to refund my upcoming nights so that I can afford to stay at another hotel. Very poor customer service. Bed bugs were found in rooms, who knows where else in the hotel they are. Lobby? Restaurants?

  Business response

  11/20/2023

  The guest did stay with us on 11/16, and departed around 6:30pm on 11/17, and was charged for the 2nd night as it was 7.5 hours past check out time.  There was a report of alleged bed bugs, but the room in question from the group was cleared by ***** pest control with no evidence of bed bugs.  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We arrived at the room later in evening. We put our belongings in the room and left to go to the event we had planned. After arriving back at room later that evening, the room seemed a bit warm and we lowered the air conditioner temperature to cool the room off. **** not at 2:00 we couldnt take the heat and I called the lobby and explained the room was 77. -80 degrees way to hot as it was 100 degrees outside that day. He told me nothing he could do. I explained the room was a mess the tv didnt work, the bathtub was filthy and had someone elses hair in it. He said he would make note. The lobby personal told me I would have to call hotel.com as I booked the room through them. Im filed an online complaint complete w photos and never heard anything back . Im called them on the ****************************************************** I explained the whole situation to reservation supervisor ****** and she told me they hotel would only offer 28 dollar refund I told her that was completely unacceptable. And also unacceptable that no one called me regarding the online complaint I had filed. One says call the hotel the hotel says call hotels.com where it was booked. This room was filthy and we did not even shower there due to the nasty filth in the bathtub and the room as a whole. No working tv , no working air conditioning filthy room and bathroom including someone elses hair in the bathtub. Not acceptable. They told me they would refund 28 dollars. No! That is not acceptable. And hotels.com also should be accountable and I will be filing a complaint there also. They were no help and if this is what kind of rooms they rent they need to be held accountable. Thai room was disgusting and the hallway carpets were filthy and fraying. I cant believe this place passed and state inspections . I want my money back. I work hard and This was not an enjoyable event for me that I took time away to enjoy.

  Business response

  08/25/2023

  Hello!  The refund was initiated when he checked out with Expedia.  This refund will show up in 7 to 10 days.

  Customer response

  08/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So on Monday, August 7th I checked in at the Hotel Tampa Riverwalk. I checked out Wednesday, August 9th. When I arrived there was a sign with a incidental fee of 75 dollars per night. (Thats the 150 dollar charge on my credit card). Since I already booked the hotel and it was less than 24 hours. There obviously was no way of getting a refund and trying to get another hotel. There is nothing on the website about this. There is no mention of this when I booked the hotel. Very fortunately, I was smart enough to not do valet parking. I have a ticket for the parking garage and debt card screen shot so hopefully thats enough proof. On my credit card history it is showing an extra 93 dollar charge. I called them about it an hour ago and they said this should be a refund but hopefully thats true. If not, thats why Im mentioning it here. I paid 200 dollars for 2 nights and thats totally fine; no hotel is perfect. Im just looking to get some kind of refund for that last minute fee when I arrived. I should absolutely get a refund for that valet parking because I never did it. And maybe the other stuff because it wasnt mentioned. And if I dont can someone at least make sure they take that sign down. If it was included in the fee when I booked the hotel then thats on me but it never was. Thats all the talk about money. Some other minor things are the key cards didnt work on Monday, the room could never get that cold and none of the ice machines work.

  Business response

  08/14/2023

  Hello, 

  The guests credit card was held for $150 ($75 per night authorization).  He incurred two nights of amenity fees, and the rest was waived and no longer held and refunded in the amount of $93.24.  The receipt is attached.

  Customer response

  08/17/2023

   
  Complaint: 20451772
  
  I am rejecting this response because: I had to pay an incidental fee and it wasn't included when I booked the hotel. Since I already paid $200 and it's non-refundable at that point there was no other choice but to get it. I got my $93 refund for no valet parking so that's good. I'm pretty sure I won't be getting the other $57 back but can anyone make them take it down? It seems very deceptive. If not all I can do is spread the truth and show the picture on social media. 
  
  Sincerely,
  
  *******************************

  Business response

  08/18/2023

  Hello, 

  The incidental hold for two nights was obtained upon arrival.  Since only the amenity fee was charged, the remaining balance was reversed and sent back to the card holders merchant in the amount of $93.24 on 8/9/2023.

  Customer response

  08/27/2023

   
  Complaint: 20451772
  
  I am rejecting this response because, why is there a last-minute amenity fee when people check in? Why not tell them when the hotel is being booked? I just want an answer as to why you're scamming people.
  
  Sincerely,
  
  *******************************

  Business response

  08/31/2023

  Hello, 

  The guest booked via Expedia.  The amenity fee is listed on the website, and states as a fee before booking.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lost-Found unresponsive, mismanagement and carelessness, left 2 down pillows with irreplaceable pillow covers at end of bed separate from the hotels, of which I put 4 of each on each bed when I spread up the beds before we left as it was for us when we checked in; after checking out, when asked if they had them, that very same evening, no one could help. These pillows were expensive, were for my neck of which is in serious pain and have had continual steroid shots, the only pillows that allowed me to be able to sleep. Apparently, housekeeping was not able to tell the difference between extra very soft standard pillows compared to their own firm much bigger ones, my pillows went into their pillow supply and the covers, which were purchased in PA at a theme park and are no longer made were thrown in their laundry supply which I learned is offsite. No sense of urgency. I have had to replace my pillows, the cost of $150 and will never be able to replace the pillow covers. Very poor guest relations. Housekeeping needs to be trained better as to what belongs to the hotel and what could belong to a guest. The hotel now has my pillows in their possession and has yet to return them to me or give me an update on what they are trying to do to find them.

  Business response

  08/14/2023

  ********, our FOM received a response from ************. She sent her a CC authorization form so we can credit the amount for her lost items. 

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction - 3/23/2023 $478.48 Check In Date: 07/07/2023 Confirmation #********** When I attempted to check in to the hotel I was informed that there was an extra charge for parking in the amount of $179.00. I was assigned a room. When I entered the room, I noticed that there was urine on the toilet, pubic hairs on the floor, food in the creases of the furniture, mold in the a/c vent and the bathtub was filthy. I went to the front desk and requested to speak with a manager. I spoke with ****** who was the Manager. She attempted to refund me on a different card due to the fact that closed the account on the original card used for the initial deposit. She could not get the credit to process and told me that accounting would reach out to me by Tuesday, 07/11th. There has been no attempt to contact me and I have reached out at least 5 times. I have left voice mail messages with no call backs. I am seeking a refund of $478.48.

  Business response

  07/14/2023

  Hello!  The hotel was unable to refund the guest in the moment, as her card was no longer active.  The team worked with her, communicated with, and will be refunding it to a different credit card as it was an advanced payment on her reservation.  The guest is being taken care of, it just took time to work with the credit card companies.  Thank you so much!

• Initial Complaint

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stayed at the hotel on February 13th, 2023. All fees were paid through booking agent (USAA Perks). At check-in I was asked for my credit card and was informed a $50.00 fee needed to be charged but be removed at checkout. I saw on my credit card statement a charge for $50.00 -- as follows:Trans Date: 2/13/23 Post Date: 2/24/23 Reference No.: *********************** Description: Riverwalk Hotel Property ********** ** Amount: $50.00 I called the hotel's accounting department on 3/30/23 and 4/19/23 to inquire about the charge. No answer and no call back.Talked to front desk on 4/19/23. They indicated the $50.00 was charged to my credit card on 2/13/23 and a $28.38 Guest Amenity Fee charged on 2/14/23 which I was never informed of. They also informed me the difference between $50.00-$28.38=$21.62 was credited back to my credit card. I've checked several times and do not see that I received that $21.62 was credited back to my credit card.

  Business response

  05/10/2023

  Hi there, sorry for our delayed response. We have processed the reversal payment on April 24

  From: *************************** <*******************************>
  Sent: Monday, April 24, 2023 12:50 PM
  To: *************************** <****************************************************>;***************************************** <********************************************************>
  Subject: Re: BBB Complaint- *****
  
  Charges have been reversed I will have to send the guest a CC authorization form since the original charge was in February before the processor was changed. 
  
  
  *******************************
  Front Office Manager
  Hotel Tampa Riverwalk
  
  
  
  *********************
  *******************************
  www.hoteltampariverwalk.com
  ****************************************, Tampa, ** 33602

  Customer response

  05/12/2023

   
  Complaint: 19957979
  
  I am rejecting this response because:

  As of today, May 12, 2023, I still have not received the $21.62 credited back to my credit card.  

  Sincerely,
  
  ***********************

  Business response

  05/12/2023

  **************,

  With apologies, I will check with the credit card processor. We see on our end a zero balance.

  sincerely,

  ***************************- GM

  Customer response

  05/17/2023

   
  Complaint: 19957979
  
  I am rejecting this response because the response has nothing to do with a resolution of the complaint. It only addresses what the business plans to do.

  However, the complaint may be closed. I've worked with my financial institution, and they have resolved the issue.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am very Disappointed in our stay on 12/17-12/18/22 I want to be compensated for this stay. I was told there was no smoking in the rooms. however the minute I stepped Into this room you can smell the smoke which immediately irritated my ************ as well as my lungs which I have a preexisting health condition. This affected me & trying to let the management know, but no one is available or was on vacation. I tried calling several times to no avail. Another issue was the Noise level. From the road side which kept me up all night & the room next door, which felt like they were in my room. It was awful.This experience was very disappointing & has affected my health.12/21/22 called s/w ***** very rude *************** (manager? is on vacation until Monday no other supervisor I called on 12/28/22 left on hold & hung up I want to be compensated fully for this terrible stay at this hotel. Thank you

  Business response

  01/31/2023

  BBB:

  I have sent the below email, I cannot source the person name in our database.

   

  From: Juan Fernandez
  Sent: Tuesday, January 31, 2023 11:38 AM
  To: 'ellenarmour@optonline.com' <ellenarmour@optonline.com>
  Subject: Hotel Tampa Riverwalk Stay
  
  Hi Ellen,
  
  I received, I am the new GM, I just arrived in January 2023. I appreciate your letter and informing of your experience. Although, I cannot proceed further, I do not see your name in our system booked on Dec. 17 and 18, 2022. Did you stay with another guest and reserved under that persons room name?
  
  I do appreciate this and look forward to seeing how I can settle this properly for your experience.
  
  Sincerely,
  
  JUAN FERNANDEZ
  GENERAL MANAGER
  Hotel Tampa Riverwalk
  
  
  813.226.4420
  juan.fernandez@hoteltampariverwalk.com
  www.hoteltampariverwalk.com
  200 North Ashley Drive, Tampa, FL 33602

  Customer response

  01/31/2023

   The reservation was booked under my husband, Stan Armour.

  Business response

  01/31/2023

  Ms. Armour,

  Thank you for the correct name. We will arrange the refund from your one-night on Dec. 17 for $218.

  sincerely,

  Juan Fernandez- GM

  Customer response

  01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18650793, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ellen Armour

*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. ↩