Coco Key Water Resort-Hotel & Convention Center

Would NOT recommend to anyone for a party venue or vacation stay! I had booked birthday parties for my child turning eight years old, months in advance One party was for an all-day event with out of town guests, and the second on the next day, a hours party for my child’s classmates When the time was closer to the birthday date and we needed to finalize the details, they were not very accommodating and were very RUDEWhen I booked the parties, I was told I could order additional food from the banquet catering service, but when a week before the party, we were told we couldn't because my party size (total of 20, kids and adults) was too “small,” and we can't order food from outside to bring it into the party room either I couldn't move the meal time to luncheon because that day they also have another large party event of more than 200+ kids So if I decide to have the "all day" party there, the one meal that were scheduled would be consisting of lunch items “again,” keeping in mind that I would be paying for the additional food I decided to cancel the all day party and ask them forward the deposit to the 2nd party, and they wouldn’t forward the deposit to my second party and they would not refund they deposit Had I known that there was a huge group of kids coming (they booked that group long after I had already booked my party), I would not have scheduled my party on that same date either Their explanation for not transferring the deposit was that they had to turn people away--although I would hardly believe that they turn other reservations away because of my “small party,” after all do they have a group of 200+ kids there on that date I tried to reason with them and explain that I only booked it because they told me that I can cater dinner food When I persist that it’s not fair and I have been misled, they threatened to cancel my reservation for the 2nd party-this was days before the event date I told them I was very disappointed with how they are handling this would definitely express my sentiment to my friends if I were asked They cancelled my second party that afternoon, five day before my son’s birthday party, which was very inconvenience and inconsiderate, but I am glad they did I found another fun venue to book the party and much easier to deal withAfter my horrible experience in dealing with them, I would never go to their water resort or hotel Definitely would not recommend to anyone for a vacation stay or party event, especially since I am now being made aware of the many issues and bad experiences other people who had stay there before, including cleanliness of hotel and the water resort

Dear [redacted] , I spoke with [redacted] and she was confused about the accounting on her invoice based on the way it was explained to her by the front desk staff and one of the managers here at the hotelOnce I reviewed it with her she understood and while she was upset that the billing was right and that a refund was not owed she understood it was in fact correctI offered to have her back at my expense as a gesture of goodwill but she said she had no interest based on what transpired Sincerely, [redacted] General Manager

Would NOT recommend to anyone for a party venue or vacation stay!
I had booked 2 birthday parties for my child turning eight years old, 4 months in advance. One party was for an all-day event with out of town guests, and the second on the next day, a 4 hours party for my child’s classmates. When the time was closer to the birthday date and we needed to finalize the details, they were not very accommodating and were very RUDE.
When I booked the parties, I was told I could order additional food from the banquet catering service, but when a week before the party, we were told we couldn't because my party size (total of 20, kids and adults) was too “small,” and we can't order food from outside to bring it into the party room either. I couldn't move the meal time to luncheon because that day they also have another large party event of more than 200+ kids. So if I decide to have the "all day" party there, the one meal that were scheduled would be consisting of lunch items “again,” keeping in mind that I would be paying for the additional food. I decided to cancel the all day party and ask them forward the deposit to the 2nd party, and they wouldn’t forward the deposit to my second party and they would not refund they deposit. Had I known that there was a huge group of kids coming (they booked that group long after I had already booked my party), I would not have scheduled my party on that same date either. Their explanation for not transferring the deposit was that they had to turn people away--although I would hardly believe that they turn other reservations away because of my “small party,” after all do they have a group of 200+ kids there on that date. I tried to reason with them and explain that I only booked it because they told me that I can cater dinner food. When I persist that it’s not fair and I have been misled, they threatened to cancel my reservation for the 2nd party-this was 5 days before the event date. I told them I was very disappointed with how they are handling this would definitely express my sentiment to my friends if I were asked. They cancelled my second party that afternoon, five day before my son’s birthday party, which was very inconvenience and inconsiderate, but I am glad they did. I found another fun venue to book the party and much easier to deal with.
After my horrible experience in dealing with them, I would never go to their water resort or hotel. Definitely would not recommend to anyone for a vacation stay or party event, especially since I am now being made aware of the many issues and bad experiences other people who had stay there before, including cleanliness of hotel and the water resort.

Dear [redacted],
I spoke with [redacted] and she was confused about the accounting on her invoice based on the way it was explained to her by the front desk staff and one of the managers here at the hotel. Once I reviewed it with her she understood and while she was upset...

that the billing was right and that a refund was not owed she understood it was in fact correct. I offered to have her back at my expense as a gesture of goodwill but she said she had no interest based on what transpired.
Sincerely,
[redacted]
General Manager

Review: My name is [redacted], I made reservations to stay at this location for my twin's birthday back in february 2015. I made reservations from the 28th of february to march 1st 2015, made by phone. I reserved 3 rooms, two paid by myself and one paid by a family member which was invited to spend the weekend with us from new york . Room numbers were #[redacted] and [redacted]. We paid almost 1200 to stay there. We were advised that we would be getting our deposits of $50 per room ($150) placed back on our card from 5-7 buissness days. We are now almost 10 months in and I still have not yet recieved my deposits back .I have called and been given the run around even hung up on. I have also been given a manager email which my family member , by the name of brunilda r[redacted] cotacted from her place of buissness and he emailed her back apologizing saying he would help, then she contacted him again after about a month then he changed, he said it had checked and we werent eligible for our deposit back but gave no reason. I have attempted to contact him on 4 occassions 3/31/15,4/19/15,4/1/15, and 9/17/15. I need what they owe me back , I will never go there again and the stay was horrible they even adjusted the price after me begging for a bed my children can sleep on for the first two day. the sleeper bed was broken they never made it to my room, I had to complain in the morning then they said they would deliver one after almost 930 pm gettig back from their overly expensive water park , there was still no bed delivered I had to go down again then someone finaaly came at 1130 pm with another broken cot there was a smell of marijuana in the hall ways and then we asked for a do not disturb sign for the door for housekeeping purposes , ever received that. One day we asked for a housekeeper because there were nasty [redacted] tissues behind the table and they never came she said when icalled there was one on and was on break but on our floor 4 doors down there were 4 housekeeper in an empty room with music on their phones and food bags . This has been a horrible expienrence and for it being a childs place .This is horrible.Desired Settlement: I would like to get a refund back for having to be put through so much non sense but wll be pleased to atleast get the deposit that I was promised.

Review: UPON ARRIVAL TO THE RESORT(AROUND 1:15PM 2/28) OUR ROOM WAS NOT AVAILABLE UNTIL 4PM(CHECNK-IN TIME)SO THE STAFF TOLD US (MY FAMILY AND I) THAT WE COULD CAHNGE AND USE THE WATER PARK AREA. ONCE WE CHANGED THERE WERE NO LOCKERS TO PUT OUR BELONGINGS AND THE FRONT DESK STAFF STATED THAT THEY DID NOT HAVE ANY MORE ROOM TO STORE THE GUESTS BAGS,SO WE WERE INSTRUCED BY MANAGMENT AND FRONT DESK STAFF TO PUT OUR BELONGINGS IN THE CAR. WHEN WE WERE IN THE WATER PARK,THE POOL WATER WAS A LIGHT BROWNISH COLOR AND DID NOT SMELL CLEAN. THE LIFE GUARD DESIGNATED FOR A WALK ACROSS COURSE, WAS WAS NOT WATCHING THE YOUNGER CHILDREN AND TWO ALMOST DROWNED!!!! THE LIFE GUARD WAS YELLING AT THE KIDS TO "COME ON SWIM..YOU CAN DO"...WHEN MY HUSBAND AND I TOLD THE FRONT DESK,THEY TOLD ME I COULD FIND A MANAGER IN THE WATER PARK AREA THAT COULD POSSIBLY HANDLE THE SITUATION!!! WHAT TYPE OF STAFF WOULD DAY THAT???!!!AT 4:05PM I GO TO THE FRONT DESK TO CHECK IN AND I HAD TO WAIT ON LINE FOR 45 MINUTES IN MY BATHING SUIT WTH A TOWEL BY THE FRONT DOOR,WHERE IT WAS FREEZING COLD!!!ONCE WE CHECKED IN AND ARRIVED AT OUR ROOM IT SMELLED LIKE A SMOKING ROOM,WHICH I BOOKED FOR A NON SMOKING ROOM.THE HEATER WAS SET ON 64 DEGREES AND IT WOULD NOT TURN ON THE HEAT. THE BATHROOM HAD NO TOWELS OR WASHCLOTHS OR A BATHMAT. THE EXTRA BLANKET IN THE CLOSET HAS MOTH HOLES AND DID NOT SMELL TOO CLEAN. TO TOP IT ALL OFF THE BED SHEETS WERE STAINED WITH BLOOD AND THE SOFA COUCH HAD STAINS ON THE ARM AREAS! WHEN MY HUSBAND CALLED THE FRONT DESK,THE CALL WAS ROUTED TO A CALL CENTER IN ANOTHER STATE. WHEN MY HUSBAND WENT TO THE FRONT DESK TO REQUEST A MANAGER ,THE FRONT DESK PERSONAL WAS GIVING HIM SUCH A HARD TIME. WHEN THE MANAGER [redacted] CAME WITH HER SECURITY GUARD,THEY SEEMED VERY ANNOYED AS IF WE WERE BOTHERING THEM. WHEN WE TOLD HER ABOUT ALL THE COMPLAINTS OF THE ROOM, SHE INSTURCTED US TO GET OUR THINGS AND LEAVE THE RESORT...THAT WE WERE NO LONGER ABLE TO STAY THERE. AT THE TIME SHE REFUSED TO GIVE HER NAME. SHE, MS. CONNI GILMORE SAID SHE IS NOT OBLIGATED TO GIVE OUT THAT IMFORMATION. WHEN WE RETRIEVED OUR BAG OF CLOTHES FROM THE CAR THE MANAGER [redacted] AND HER SECURITY GUARD SAID WE HAD TO CHANGE IN THE RESTROOM BECAUSE WE WERE NO LONGER GUESTS AT THE RESORT. MY FAMILY AND I CHANGED IN THE FREEZING COLD BATHROOM!!!! WHEN I WAS HANDED A STATEMENT AS TO WHAT I WAS BEING CHARGED,THEY CHARGED ANOTHER GUEST! AND WHEN I DROVE BACK TO ALERT THEM THAT THEY HAD MADE A MISTAKE,THE GENTLE MEN ASKED ME HOW DID I GET THIS PAPER? I SAID YOUR MANAGER GAVE IT TO ME....HE WAS SHOCKED. WHEN I ASKED FOR A RECEIPT ON WHAT I WAS BEING CHARGED AND WHAT I WILL BE GETTING REFUNDED,THEY TOLD ME I COULD NOT GET A RECEIPT. THEY DO NOT PRINT THEM OUT. I TOLD THEM THAT IF THEY DID NOT GIVE ME A RECEIPT I WAS GOING TO CALL THE POLICE BECAUSE THEY ARE DOING SOME FUNNY BUSINESS IN HERE...AND BY FUNNY I MEAN FRAUDULENT!!!AT TIME OF BOOKING I WAS QUOTED A TOTAL OF $284.50(INCLUDED $20 RESORT FEES,$25 REFUNDABLE INSURANCE FEE) AT TIME OF CHECK-IN I WAS BEING CHARGED A T TOTAL OF $308.35.THAT IS $23.85 EXTRA!!!!! SO THEY ARE FALSE ADVERTISING AS WELL.Desired Settlement: I WANT ALL OF MY MONEY $308.35 TO BE RETURNED TO ME....I SHOULD NOT HAVE BEEN CHARGED FOR ANYTIHNG!!!! I DON'T WANT TO BE CHARGED FOR ANYTHING.THE MANAGER [redacted] HER SECURITY GUARD TREATED MY FAMILY AND I LIKE SAVAGES!!!!! I AM BEING CHARGED $145.60 FOR 4 PEOPLE FOR THE WATER PARK ADMISSION FOR 3HOURS,$20 FOR RESORT FEES($5/PER PERSON),$25.00 INSURANCE FEE THAT SHOULD BE CREDITED BACK ANYWAY BECAUSE THERE WAS NO DAMAGE TO THE ROOM. I DEMAND ALL OF MY MONEY BACK PLEASE SO I CAN GIVE MY SON A BETTER BIRTHDAY PRESANT!!!! IF YOU READ THE REVIEWS FOR THIS PLACE,YOU WILL SEE I AM NOT THE ONLY ONE!!!!

Review: I arrived at Coco Key with my family around 5pm after almost 4 hours in traffic. I checked in, was given 4 water park passes & given Room 129 which had a sliding door with atrium view, as requested, My children just wanted to get to the water park so We went to room, when I open the door it's smelled a bit like mildew, I didn't think it was in room since there were kids running in the hallways in bathing suits. I dropped off our stuff & went straight to the water park. We stayed there until about 9:00pm... Changed into cleans dry clothes, Got a bite to eat, We walked back to the room. We started to unpack our clothes. We pulled out the sofa bed and it had stains on the mattress, no sheets, there was hair in the bathtub which clearly wasn't mine...along with the fact that there were stains on the king bed covers and red stains on the rugs (I took pictures of everything) and of course the smell was still there of mildew. I went to the front desk to complain, front desk looked at my pictures & said they would change my room, they also mentioned the manager would be able to assist me in the morning as it was almost 10pm. They put me in Room 137. Before unpacking, I took a look at everything, again, there were no sheets for the sofa bed, the room did not have a sliding door atrium view (I had requested) & the AC wasn't working, called front desk, they told me that they would contact maintenance to come to our room. After several calls to find out if someone was going to bring us sheets & if someone could fixed the AC, it was now, almost midnight, in a very warm room with no sheets for the sofa bed, went to the front desk, told I would be moved, AGAIN. Maintenance Had left. Moved to Room 157 with a sliding door atrium view. After settling in & making sure we had everything we needed, my family fell asleep at 1am. We woke up in the morning to simply check out, we had a horrible experience and the "manager" could only give us $40 credit, I told her I had pictures & didn't think that $40 was acceptable.Desired Settlement: More of a refund. We went from room 129 to 137 to 157. Our experience as family was horrendous. $40 for everything we went through is unacceptable, especially when they were charging us $349 a night. This was truly an inconvenience to my family.

Review: I left the resort in the middle of the night upon discovering bug bites on my leg, and locating bed bugs on the couch. I was informed that when investigation is completed I will be issued a refund. After I was informed that the results of the investigation are negative, and no refund will be issued. I asked to be provided with contact information to the insurance company or have the insurance company call me in order to file a claim. This incident had place 3 months ago and since then I am unable to get in touch with anyone as my calls are not being returned.

Product_Or_Service: 1 overnight stay at water park

Desired Settlement: I would like to receive refund as I had to leave this resort in the middle of the night. Since my stay was cut short due to resons not dependent on me, the hotel should be responsible to return fees charged for full stay.

Review: We visited this establishment on 2-6-15 for a two night stay - one made with a [redacted] coupon and one paid to the resort directly. Upon arriving at the resort, we checked in and then headed to our room. When we entered our room, we tried to turn on the two light switches by the door, but neither worked. We had to feel our way into the room to find a working light. We immediately called down to the front desk to inform them of this hazard and had to wait over 1/2 hour for someone to show up to fix the problem. We then went to the waterpark. We then ordered food from the restaurant and brought it back to the room to eat. My husband and son went to get ice at the vending machine on our floor (we were on the second). The machine did not work and they had to go up to the third to get ice. When we were trying to get ready for bed and found no sheets or blankets available for the pull out couch. We called down to the front desk and again had to wait a while for them to bring these items. A little later the TV remote stopped working, my husband decided to go to the front desk to get new batteries. They gave him the wrong ones, so he ended up having to call down to the front desk. Again after about 15 minutes there was a knock on the door, when he answered it the maintenance man handed him the batteries and said he was off duty for the rest of the night and left without see that they worked. Of course these batteries did not work and we had to manually turn off the TV for the night. The next morning, once again my husband spoke to the front desk and we waited for the maintenance man to come and reprogram the remote.

We were getting ready to go to the waterpark for the last time as we were leaving the next morning before it opened. While waiting to change in the bathroom, my son wanted to plug his phone in to charge. Instead of plugging it in the lamp base, he decided to unplug the alarm clock/radio. When he went to put the plug down, I noticed that about 6 inches of the wire was frayed and broken (with copper wire showing ). I immediately took it from him, took pictures of the item and was going to go down to the front desk to complain in person and show them the fire hazard they had left in our room. My husband had come out of the shower and when I explained the issue, he told me about the blackened GFI outlet in the bathroom. We never noticed it because the hair dryer plug was strategically placed over the blackened are. Only when he unplugged the hairdryer, to use the coffee pot did he notice it. This was almost too much to handle and I headed down to the front desk for someone to rectify these issues or compensate us for all the problems we had been dealing with. I had to wait on a line of about 6 people (there always seemed to be a line no matter what time of the day or night it was). I explained it to the woman at the front desk all the issues/problems we had and she said they were all noted in our room account. She said the only thing she could do for us was give us a $20 credit or free buffet breakfast ($36) the next morning. I opted for the breakfast. The woman took the fried alarm clock and I told her I had taken pictures of it already as well as the black outlet. We then tried to make the best of it for my son and went to the waterpark. We decided to go to the arcade for a little while, as we were there celebrating my son's 13the birthday and he wanted to play some games. The arcade was disgusting - half eaten food left on the floor near a nonworking machine as soon as you entered - more than 75% of the games were out of service and at three different times even the ones that were working had to be rebooted, which meant the whole computer system had to be rebooted, everything was offline. That night we went out to dinner (away from the hotel - which was great).

After the waterpark closed for the night, my husband and son went to the pool for a little while. My husband wanted to use the hot tub since his back was bothering him. When he got there, it was full of children and was brown. He told the front desk.

When we returned to the room and found out that while we were out and entire family (dozens of people) had checked into all the rooms around us. They were bringing in cases of beer, were walking around the hall drinking it and already drunk, while their small children ran around the halls, banging into different rooms they parents had left open using the security hinge. This was also while the teens in the group were sitting in the hall with their legs blocking the walkway and the adults were all sitting on the chairs and floor around the elevators, blocking access to them - all with beers, burping and slurring with loud vulgar language. I felt very uncomfortable, so my husband called the front desk, as we felt this was a fire hazard and security issue. We were told that Security would be sent right up and it did seem to quiet down.

The next morning we got up, packed and got ready to leave. As we took our things to the elevator, I noticed that there were tons of garbage and empty beer bottles/cases littering the hallway by the elevator. We then went to the front desk so we could get our breakfast. The manager took us in to the restaurant and spoke to the three waiters, that were on duty and just standing around, telling them what code to use for our meal so we would not be charged. We ate an okay breakfast and then got ready to leave. My husband went to speak to the front desk about the garbage in the hallway and was told “There is nothing we can do about it, since we don’t know who made the mess”. When my husband relayed the message I was livid because the man who I saw carrying those exact cases of beer was sitting in the restaurant having breakfast. And we did not want them to go speak to anyone, just to clean it up. While my husband was waiting for me to return, one of the waiters from the restaurant ran after him, claiming he did not pay for breakfast. When my husband reminded him that it was on the hotel, he just said “oh” and walked away.

The incompetence in this hotel is astounding from top to bottom and they should be shut down by the fire marshal, just for the two violations I found in room 208 alone.Desired Settlement: I feel that our entire celebration of my son's 13th birthday was ruined by the disrepair of the hotel and incompetence of the employees at this hotel. I believe that we should be given a refund of the entire amount we spent at this hotel. I did not expect a 4 star hotel, but I did expect to be safe and have at the very least competent staff attending to the problems, not just "figuratively” putting out any fires that crop up. This hotel needs an entire overhaul, including the staff.

Review: The main reason I am making this complain is to have record or my family's stay at the resort, and we checked out early and was told that we would not be charged for the stay, and for the fact that the entire stay was horrible. My daughter and girlfriend and I arrived at the hotel on 7/26/13 at around 9pm to check in. the front counter was nice they were friendly unknowing what was going to follow. 15 mins to get checked in. we go to our room and it was at least 90 degrees in the room and it was extremely muggy we could not stay in the room with our 14 month old I called the front desk they said they would send a technician right over 30 mins later nothing and at this point we are in the hallway. I go the front desk and ask if they can just chaned him toge our room. it ok about 20 mins and they switched our room the toilet just hissed constantly all night the maintenance guy said it just does that and laughed, as well as the remote for the tv having no back he laughed at that and asked if we wanted him to put tape on it. I told him no and sent him on his way so I could get the paint off my hands from the doors. the air worked fine in that room. the next morning we headed to the water park portion of the resort unknowing that the rude staff and unfriendly environment would push us to leave the water slides were basically not watched they had a lifeguard up there but he was just letting guests down with no regard to how many were in the tubes. after asking one of the lifeguards if I could take my daughter on the river pool the guards standing around it were very rude telling me to be in a raft. it made me feel very uncomfortable. we left the water part 5 mins after being there. they did refund the money and I will be watching my credit card for both the water park and hotel refunds. we came back to our room to find it was clean witch was fine. however while changing the maids just burst into the door they were coming to clean out our room as they thought we left. they came in 2 more times.

Product_Or_Service: Hotel room

Desired Settlement: I went to the front desk and explained to them everything that happened the manager was polite and said that we would not be charged for the time at the hotel and the water resort was already refunded. I would like to make sure and have record of what happened and what I was promised.I just want to make sure that we are not charged for this horrible stay that we had as they said all charges would be returned, so that way the only thing wasted was the gas in the car.Thank you, [redacted]

Review: I was overcharged $23 on my debit card by CoCo Key. After several phone calls and emails they insisted that I was charged for a refrigerator I requested. Yes, I did request the refrigerator, but the front desk told me there would be no charge because I had problems checking in. The issues were:I arrived at approximately 6 PM on 8/14/14. It took over an hour to secure a room for our family because the 1st 2 rooms CoCo Key gave us were not cleaned by the service staff. Finally on the 3rd attempt we received a clean room, but it was a handicapped room, #101, next to the elevators and the entrance to the waterpark. The room was noisy and we had a terrible night's sleep. Also, my children were not able to go to the waterpark the evening of the 14th because we didn't end up getting our room until about 7:15 that evening....the waterpark closes at 8 and we could enter after 730. There were also unclean hallways with numerous water leaks and buckets. The overall cleanliness of the hotel was poor and It was very outdated. The staff was somewhat cooperative but not professional.Desired Settlement: All I want is the $23 they owe me for the refrigerator charge. I will never stay there again.

Review: Many problems with this establishment, may be detrimental to the health and welfare of people visiting. I tried to contact them through email but was unsendable. I stayed over August 15, 2014 to August 16, 2014. Here are the unacceptable things people should not pay for: In the water park there were urine smelling bathrooms, dirty tables, trash overflowing, non functioning fountains (disconnected), not enough tubes for the amount of people in there, old equipment such as bent basketball hoops and rust, dirty hot tub water with brown foam and white particles floating around, and the bar area for adults was closed. The hotel was worse!! The hallways were not vacuumed, stained, and smelled of mold. The rooms (316 and 317 my fathers room) stunk of smoke and mildew. The carpet was not vacuumed and the room had mismatched peeling wallpaper. The window facing a wall was so clouded over you could hardly see out of it. The toilet upon flushing squirted water all over the bathroom and maintenance said that "we must have disconnected the hose inside", which we did not. The tub when I was taking a shower felt spongy underneath and I thought I was going to crash through the floor. The pool in the hotel was cloudy and you couldn't even see the bottom, the Jacuzzi had brown foam. The chlorine odor in the air was unbearable. The litter in the pool area was atrocious including the open condom wrapper that was found amongst the mulch. It too 45 minutes to get towels sent to the pool area because the "housekeeping staff was busy". The noise level during the night made it impossible to sleep, people running and yelling in the halls. The restaurant floor was sticky, had lights out, and dead bugs in the lamps. I was told that thy could not make change for my bill ($94) and that was the last time I saw the waiter. We inspected the room before we left and found a room service tray under the bed with a broken apart cigar and ashes. I was appalled and was going to make a scene but instead we decided to leave.Desired Settlement: I just found out that the Coco Key is franchised and owned by individuals. I tried to file a complaint through the [redacted] email and it said that it was unsendable. I will tell everyone I know not to visit that establishment. I am seeking a full refund for the overnight stay and the use of the water park for both myself and for [redacted] my father(room 317, they found silverfish crawling on the walls. I will be contacting the Board of Health if this is not resolved.

Review: The toilet in our room didn't flush. The first time it took 2 hours for someone to come. Then it was overnight. In the early morning two of the of us got food poisonin We had to have someone come fix or toilet 4 times. No n one at the desk said anything except well send someone up. When they did come they left left a mess of toilet water all over the seat and the floor. This was the largest issue among several terrible issues. The hotel pool is disgusting. The kids and my husband said there was poop in the pool. Website says there is a restaurant, closed. .... Waterpark is on a limited schedule. This you can find after several clicks and very fine print. We v think we got food poisoning b from the cafe in the Waterpark. We were supposed to stay 2 nights were only staying 1.

Review: We live on a very tight budget and very rarely do we get to splurge on a luxury like taking our kids to an indoor water park, we were all looking forward to this trip. When we arrived the kids were bursting with excitement, they could not wait to get into the park. The people at the front desk were very accommodating and let us check-in early. When we got to our room (Room 327) we were a little shocked at the amount of mildew that was growing on the bathroom walls! I attached a picture. We were already in our bathing suits and unpacked when we discovered this. It was impossible to pack up the two kids and make them wait while we changed rooms, so we thought we would overlook it and just be mindful of what we touched in the room. Then, we headed down to the water park and couldn't believe the amount of mildew in the bathrooms in the water park area, there is also a picture attached of this. It was in every shower stall! I am shocked that a facility such as yours doesn't have a better method of ventilation and mildew removal.

When my younger son needed a break from the water park, we headed over to the pool in the hotel. The water in the pool was so cloudy and murky, it was a major turn off. After going into the pool I had to get out, the amount of dirt and grit at the bottom of the pool was just nauseating. Pool water should not look like that. In addition to the mildew and the dirty pool we were also disappointed in the arcade. There was a whole room of arcade games and about 6 of them worked. This trip was a big let down.Desired Settlement: Refund.

Review: On 8/31/14 I visited this establishment with my 6 grandkids and my mentally handicap sister. We checked in around 4pm after having an issue with getting an adjoining room. The establishment lost electricity and the staff stated they were unsure if power would return or if they would need to evacuate the premises. I decided to leave the establishment since I was with 6 children under the age of 11 and my mentally handicap sister and drive back to [redacted]. I was told by the staff members to leave my name and phone number for when billing opens that following Tuesday since they were closed for the holiday weekend and I would receive a full refund for the inconvenience. I did not receive any calls so I tried contacting the billing department on three occasions to get an update and I was not contacted until this morning. Then they charged my credit card on 9/2/14, when I was going to pay cash for this visit, my card was only to hold my reservation. I spoke with [redacted] who is a part of the management team and she stated that they were going back on the promise of a full refund and only refunding me 25%. This is very poor customer service and poor communication, one employee assures me a full refund then another employee says no refund. I will never visit another [redacted] again if this is the way they treat their customers.Desired Settlement: I would like for this charge to fully refunded like I was originally promised.

Review: the hotel charged me 3 different times. I have called numerous times and spoke with their managers and staff and have been unable to get my money refunded. Everytime I speak with them they say that it has been taken care of when the conversation is done. I have called my bankn and had them do a fraud investigation. My bank has no records of them trying to refund my credit card or debit card.Desired Settlement: I would like my money refunded for the fraudulent charges.

Business

Response:

Dear [redacted],

I spoke with [redacted] and she was confused about the accounting on her invoice based on the way it was explained to her by the front desk staff and one of the managers here at the hotel. Once I reviewed it with her she understood and while she was upset that the billing was right and that a refund was not owed she understood it was in fact correct. I offered to have her back at my expense as a gesture of goodwill but she said she had no interest based on what transpired.

Sincerely,

General Manager

Review: This company charged me at time of check out 484.10 per room (2) for 2 nights. my total should have been 968.20. They are taking out of my bank account 507.70 Per room per night, making this total 2,030.80. Not to mention, the place smells like "pee and poop" because the ventalation system is too small for such a large area. They allow more than the maximum amount of people in there based on the fire code. The employees are very rude. They did not give us the accomidations we asked for when we made the reservations (joint rooms).Desired Settlement: The General Manager told me he could not give me a refund. I am asking that I only be charged the 199.00 for the 2 rooms for the 2 nights and be refunded the money spent for the waterpark tickets since we were not able to use them until after 3 pm when the place started to die down. I have pictures of how crowded this place is and how unsafe it is for small children. Please read other reviews on this place.

Review: Dear Sir,

I write this letter of complaint for the following reason, my name is [redacted], and I reside at [redacted] in [redacted]. I am a retired [redacted] Executive, and on Saturday September 19th myself and my family visited your hotel for our 1st a Family Reunion . I wanted to go somewhere close and since we live in [redacted] I decided to spend the day at you water park Coco Key [redacted] and the evening at your hotel. I write this letter of complaint to address the following concerns: your hotel rooms were deplorable, we did not only have to change our rooms once but twice finally being placed in the third room it too was st[redacted] below standards. The convenience of moving, suitcases and children twice before we were finally able to settle in, made us late for our dinner plans.

The room condions were as follows, to which we also have pictures, the lamp in one room actually exploded in the hands of the maintenance worker, thankful that not one of my family members were juried. In addition, the furniture was chipped, broken, missing, or had an inoperable TV. We also noticed roached in the Lobby and we did not go in the hotel pool or hot tub which were dirty and un sanitized .

When we complained to the female manager, I was told that she would give each room a 30 dollar credit towards each b[redacted] , as we rented 3 rooms, under the following names; [redacted] and [redacted], my grandson and two sons name, but after seeing such conditions we decided we would not want to eat breakfast at your hotel. My son spoke to the manager and was told that she could only credit 30 to each room which she did, to which we complained, interesting enough as we were complaining at check out so was another Hispanic young lady as well. We requested all monies reaccredited to our charge cards respectively for the overnight stay, to which we were referred to a manager Gary G[redacted] , and after several calls, bad customer service, unreturned messages, hence my letter. I also asked for the owners nameI which I was told that they were not giving it to me. I have stayed in my travels at the best 5 Star hotels and some that were standard, but never one that is promoted to be a family hotel, and convention center so poorly maintained. I trust that you will comply with this letter and refund all monies expeditiously Any questions please call me at [redacted].Tthnak you for your time a consideration relative to this matter.

[redacted].Desired Settlement: A letter of Apology and a refund.

Review: Stayed at resort my son ended up getting burning throat rash and croopy cough do to over chlorinated pool. Had to go to doctors for prescription [redacted]. This also happened to several other children. Complained to manager who could of cared less. Filled out incident report. Also, rooms were filthy blood on sheets dirt and other marks on curtains. Moldy smell. Bathrooms dirty no toilet paper and what looks like feces on floor. This was supposed to be a fun trip which turned into a health hazard my son is sick and has been coughing and itching do to the issues with the pool. I am very disappointed with the response of management and will never recommend or go there again.Desired Settlement: 179.85 for room25.00 Co pay for doctors.

Review: I am writing in regards to my stay at Coco Keys 2-15-14 thru 2-17-14. I had originally scheduled a one night stay and inquired with a sales desk representative [redacted]. and was quoted a rate of $145 for additional night stay at a Veteran Rate. When I checked out I was charged $309 for the second night which was not what I was quoted. I was told I would be credited $160 but as of today 2-28-14 I have not recived anything.I was quoted a price and I booked it at $145 a night. I have tried calling and left messages and emailed the company on 2-24-24 and again on 2-26-14 and have never heard back from anyone. I did get hung up on once as well.Desired Settlement: I only want the difference between what I was charged and what the quoted rate for my overnight stay was for 2/16/14 which is appx $160. I was told on 2-17 that I would be credited the $160 and have never received it. If I am refunded the $160 my issue can be considered resolved.