Coco Key Water Resort-Hotel & Convention Center

Review: I was never refunded the $25 deposit, which actually was $27. my total @ checkout did not reflect the $25 deposit. The hotel has yet to return my call

I was told that there was a $25 deposit for the stay, which I paid. Upon checkout I was charged the full amount for the stay and the $25 was never deducted for the total amount. As per my bank statement, the hotel actually charged me a deposit of $27. I have left several messages for the managers over the last week and no one has returned my phone call. Desired Settlement: I have been trying to request a refund of my deposit considering I was charged the entire amount for my stay which did not deduct the deposit from the final total.

Review: I stayed overnight at this hotel 6/13-6/14, on the morning of 6/14/15 I woke up to a bed bug on my arm. I immediately made a report to the front desk of the issue. After following up with the hotel , they told me ecolab came out to inspect my room, which was 227, and the report showed no bed bugs found. It was also told to me that all surrounding rooms of 227 would be checked , and this was not done. After contacting ecolab myself they also confirmed that the surrounding rooms was not checked. It states on ecolabs website that in cases of bed bugs, all rooms adjacent , below and on top of the target room are suppose to be checked . I suffered bite marks up and down my arm., and had to go to the emergency room because my arm was swollen . I even took pictures of the blood from the bed bug I killed in my hotel bed . I believe coco keys is negligent in investigating and getting rid of this bed bug issue. The bed bugs are coming from somewhere in that hotel, and they should take better action to avoid other guest from being bit, and infesting their homes with bed bugs.Desired Settlement: A thorough investigation of bed bugs at this hotel., including testing of all surrounding rooms next to room 227.

Review: Hotel was not what was avertised on the webiste. The Hotel was extremely dirty and staff was rude

After driving 2.5 hours with my family (4yr old and 1.10 year old) for a three day two night stay at this resort we were given keys to a room that had food on the floor. After requesting a new room, this new room was unclean as well and unsafe as there were small beads on the floor from hairbreading that my 1 yr old could have swallowed. I was then moved into a third room that at first seemed ok. After moving all our stuff in I noticed chipped paint, exposed wires and unfinished carpets. We looked out our balcony and saw a broken water fountain with trash in it and furniture with pealing fabric (which I have pictures of). The carpets in hotel as well as many doors were damaged and dirty. We finally decided to visit the water park. No surprise it was really dirty and unclean. Water in some areas were so cloudy we couldnt see the bottom. There was also trash everywhere and in bushes. Never saw an associate cleaning, sweeping, vaccuuming during my stay. After seeing that we decided not to stay an additional day. We went to dinner at the restuarant that night. Food wasnt that bad, however floors, chairs, highchiar, and table tops were dirty. Even the chair my husband was sitting in was broken. We checked out the next morning and the girl at the front desk said she would take $30.00 off my bill. I found that unacceptable as we only used water park for 60 minutes due to its condition and both my daughters woke up with red swollen eyes due to the water. I asked to speak to a manager. I waited while my husband put the girls and luggage into the car. After more than 10 minutes the girl (not the manager) returned and said she was authorized to take $60.00 off the bill. I paid cash and said thank you. the front desk associate never apologized for the inconvinence or said your welcome. She just slid my change and receipt without looking at me and moved on to the next customre. I couldnt believe the manager never addressed my problems or me. I was still charged $194 (including taxes) for this horrible, disgusting visit.Desired Settlement: I am asking for the busniess to refund most if not all my money due to our clear unhappiness of this situation. We had to rearrange our vacation. We had to look for a new hotel and new activities to do with our girls due to this digusting hotel (it was also my 4yr olds birthday, which was partly why we were on vacation). We traveled to a new location and continued or trip with a smile for the sake of the girls.

Business

Response:

Consumer Response /* (-5, 9, 2013/04/23) */

After I filed my complaint I had an additional issue. They doubled charged me after I paid cash and didn't do it until Friday (checked out Tuesday morning) They gave me a hard time about returning that money but after filing claim with my bank they returned the money they took. Still seeking remaining amount that I am out

Review: I purchased a [redacted] deal to visit the resort. My children were ill on the day we were to arrive. They were incredibly rude but ultimately rescheduled our stay. We decided not to go after how we were treated the first time and have been trying to cancel our reservation. We are well within the cancellation window but the Manager, [redacted] was refusing to cancel on the grounds that we rescheduled our visit. I then talked to [redacted] the general manager. He said it was no problem to cancel and he understood how we felt but he would not be able to physically cancel the reservation himself but he would make [redacted] do it. I then called [redacted] to let them know of the situation. They called the resort on my behalf and was told that the reservation had not been cancelled but it was no problem and I would not have to forfeit my voucher. I then called back and asked to speak to the woman ([redacted]) who was just speaking with [redacted] and as soon as she heard my name I was told that I cannot cancel my reservation and she transferred me to [redacted] who did not answer her phone. I then called Human resources to file a complaint against her and was told that "they don't do that". She directed me back to [redacted] who did not pick up his phone and has yet to return any of my messages. I have been trying to talk to people all day and have been treated with so much disrespect. Now, they are no longer accepting or returning any of my phone calls and have yet to cancel the reservation. I called [redacted] again and they once again contacted the resort on my behalf. They spoke with [redacted] and she told them that she would not cancel our reservation and if we did not show up that they would no longer accept our voucher and they would charge my credit card. I cannot believe how horrible their customer service is! It is absolutely unacceptable and someone needs to stop [redacted] who clearly has way too much power.Desired Settlement: After this and being treated so horribly I want my money back that I paid for the voucher and I want any charges made to my credit card refunded. I should not have to pay money to be treated with such disrespect.

Review: On July 31,2015 I brought me and my children for a night at COCO Keys. I thought it was going to be a great night for us. I called reserved the room and headed to COCO keys. When I arrived, I made sure that the room was 2 full beds and a pull out sofa. I proceeded to my room. The appearance of the hotel was awesome in the lobby, however, when you proceed to the hotel section of the "resort" the walls are damaged throughout, doors of the rooms are scratched up, and the vending machines were dirty. When I arrived at my room, I thought maybe inside would be better. I opened the door and was disgusted. The mirror in the bathroom had writing on it, under the toilet seat was very dirty. The bed had some red stains on it. the chair was ripped up and nasty. and the dresser was falling apart. I did take pictures. There was also a ceiling pouring water out of the ceiling in the hallway, I have pictures of that also. I checked in at 4:05pm and checked out at 6:02pm. I was trying to stay for my kids sake, they were excited. I was disgusted. They begged me to stay but I just could not do it. I checked out and was asked if there was anything they could do, I said refund my money, they said they could not, then proceeded go get the general managers number because that was the only number they had, and the company is not corporate owned per the staff. I have proceeded to attempt to call multiple times, left voicemails and emailed, with no response. If I knew I was paying $280.25 for a run down resort I would not have spent the money. There are gorgeous places I could have gone for that price.Desired Settlement: I am seeking full refund.

Review: Well it is suppose to be a fun place for kids except it is absolutely not a good place for children at all.I have contacted the assistant manager at least twice with no return call. I booked a room for a night of fun with my children in the water park and all night people were screaming swearing running naked in the hall knocking on people's doors. The whole hallway was a cloud of smoke [redacted] smoke. I called the front desk several times to complain and they claimed to be handling it . The security must of told them over and over to be quiet but never followed through with kicking them out cause it never stopped all night. If I wouldent have to walk my kids threrw the [redacted] smoke and feel scared for my life to leave my room I wouold of packed up my kids and got out of there. It was the worst and scariest thing I ever had exsperianced.I payed $335.00 to exsperiance the worst time of my life and upset my kids cause we no longer felt at ease there and left in the morning instead of staying the rest of our stay at the water park witch was dirty anyway. But I complained to the front desk again apon leaving and alls they did was credit a lousiy $40dollers on my room out of $335.00 I payed to try and have a family vacation and good time but turned out to be the worst.Desired Settlement: I will never feel safe to ever return there and I feel that I have enough of a bad exsperiance to recive a full refund.

Review: On 2-18-15 my family and I (4 people total) arrived to Coco Keys for a day of family fun. We pre purchased the indoor water park on line that was a package deal that included $10 per person for the arcade and admission to the water park. Upon arrival we were advised that the "bucket" attraction and "body slide" were closed due to not enough staff and they offered comp tix as we had driven 2 hrs there was no turning around so whatever we went with it, well as the day went on things got worse. My son had barley anything to do BC the "bucket attractiin" was the main thing for him yo do for his AGR and size. However hr was able to play eater basketball where older children were playing so ruff hr was shoved under water not once but twice. The life guare never did a thing about it. So them we decided to get out of the water as my sons lips were purple and it was cold in the water park even though they advertise its "always 85 degrees" which there was no way it was. So we went up to the arcade figuring this would be fun. To our surprise only 1/2 the games were working and the ones that worked didn't spit tickets out when they should. My son played a game with prizes inside and won a prize but the prize box that he won was empty so hr got nothing. Tickets were hit or miss if we got them so now being g at a very fruesterated and disappointed mood we left to go eat lunch off premises BC we had already tried to get a soda at the snack hut and they were out of mountain dew and sierra mist. When we got back from lunch we went back into the waterpark and at this time the life gaurdes yelled at my 9 year old daughter for riding the lazy river around 2 times which kids had been doing all day. The level of rudeness and in willingness to help was rediculas for the amount of money we spent. At this point after our experience of nothing ng working or being open and rude staff u couldn't pay me to go back there. Therefore I don't want the comp tickets they gave us at check in. I have also left 5 messages for a manager calling the front desk getting transferred here there and every where with no anselwersDesired Settlement: Refund of 4 waterpark admissions in the amount of $124

Review: On August 31 to September 1, 2014 I brought my 3 children to Coco Key Water Resort in Waterbury, Ct. for an over night stay. When I enter the bathroom in our room I realized there was 1 wash cloth on the sink, 2 hand towels and bath towel hanging on a rack. I tried to call to the front desk but all calls were being routed to reservations. I went to the front desk and requested towels sets for 4 guests, I was advised to return to my room and wait for house keeping. As we waited in the room the satellite tv went out for 20 mins. An hour and 20 mins later house keeping came with damp towels which had to hung up to dry and 3 wash clothes. My oldest son took a shower and the bath tub filled up with water. As I tried to call to the front desk the power went out in the hotel; our room along with most rooms in the hotel lost power but power was on in the water park, game room and lobby. It was off for 2 and 1/2 hours. No one from the hotel staff offered anything to the guest or went room to room to make sure everyone was ok and not in need. Once the power was returned, I was able to contact the front desk who sent maintenance to our room. Who finally unclogged the tub and left the tub filthy. Besides the horrendous stay at the hotel, the water park along with the hotel's swimming pool water was green. No one was there to hand out any clean towels or any location to obtain towels. The following day we were ecstatic to be leaving.Desired Settlement: I want a full refund of our stay and I want our experience documented for others to be aware.

Review: My family and I stayed 3 days 2 nights at CoCo Keys in Waterbury, Ct. This was a big disappointment! The decor was nice and the facility appeared to be clean, but filthy underneath the surface. We had one bad experience after another beginning with the pull out sofa mattress, which was worn-out, dingy and disgusting looking. It had numerous stains and holes in it along with little pieces of candies underneath the mattress (go figure). The same was true of the rollaway bed, whose springs were bulging out with stains and holes. We were horrified thinking not only about the possibility of bed bugs, but also parasites and viruses. The staff was inadequate and incapable of dealing with the situation in a professional and accommodating manner. They severely lacked courtesy, had bad attitudes and unfriendly dispositions. Needless to say, the housekeeping staff proved to be incompetent and lacked accountability. Additionally, we had to keep asking for sheets, towels, pillow cases and blankets replacements because they all had stains, hairs, holes and dirt on them. It was disgusting! In reality, we paid our hard-earned money to stay in unsanitary conditions, which is unacceptable. But wait...I am not finished! The maintenance staff had to repair a slow drain in the tub and a busted washer in the sink. To top it off, there were no managers on staff at night, only front desk staff whose mantra was, "I can't make those decisions". Okay, enough about the accommodations and more about the amenities. The only activities at the resort were the water park, which is small and mainly for children. Also, there was an arcade and swimming pool. One day during our stay, we were refused access to the water park until 4:00pm due to an outside group who had privately occupied both the water park and arcade. Meanwhile, the only remaining activity was the swimming pool, which was overcrowded. This was so frustrating and inconsiderate to the guests of the resort. Overall, I rate this experience a Fail only because I cannot think of a lower grade. Enduring these challenges robbed us of our piece of mind, relaxation. Moreover, the many hours it took for us to deal with these issues prevented us from using our time leisurely. This is without a doubt the worst getaway I have ever had. Never, Never Again!Desired Settlement: A full refund would be appropriate! However, more than that I would like this resort to be investigated and the owners to be held accountable for providing the kind of conditions that could possibly pose health risks. They should be made to clean up their act or close up shop. During my stay, I witness at least 10 families expressing major complaints.

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.

Review: it was supposed to be a resort. first they tried to charge me an extra 20.00 upon arrival ro a resort fee that was not discussed when I called in person to book A room. The place was a dirty and run down facility. insufficient linen,a broken remote control and overheated room. it also smelled badly of cigarette smoke.

the water park, pool area and fitness center were in deplorable conditions. there was rust water running under the stairs broken cement pieces in the bottom of the pool floor the water was filthy with visible floating debris. the jacuzzi was luke warm and loose cememt along the sides. the "water park" area was full of trash and they had to close half the rides/ play area due to insufficient staff and cleaning. my family was very disapointed with this trip and we will never stay here and it needs to be looked at more closely for health concerns and them calling it a resort.Desired Settlement: refund of credit card and board of health notified

Review: On July 1, 2013 myself and four children were guests at the Coco Key Water Resort and Hotel. We checked into the hotel and immediately following securing our luggage in our room, entered the water park to take advantage of the park. After several hours of playing in the water park and eating the food from the park's vendor, we left to return back to our room minutes before the park closed. After returning back our room, I got myself and the two youngest children ready for bed while the two teenagers left the room to explore the hotel accommodations. Moments after settling in the girls and I feel asleep. Within an hour, I was awaken to irritations in my throat and mouth and promptly noticed hives along my left forearm. Immediately, I reached for my cell phone to call my daughter who was somewhere in the hotel but after dialing her number...I heard her cell phone ringing in our room. I immediately grab the children's liquid [redacted] from our luggage which I brought along for my youngest daughter [redacted] who had been suffering from mosquito bites days prior to our arrival to the hotel. After reading the back of the [redacted] box, I decided to take the dosage required for a 12 year old children which was two teaspoon full. Shortly after that, I grabbed the key card and left the room to find my daughter and cousin who was downstairs in the hotel. After explaining to the kids, something is going on and I wasn't sure what was happening to me...I entered the hotel lobby to ask the attended if they had more [redacted] and explained what was transpiring with me. She then asked if she should call EMS. After waiting a few moments, I decided yes, because I have severe [redacted] and [redacted] and felt my chest and throat tighten. I was admitted to the hospital for two days before being released and on July 6, I contacted the facility to file a claim with their Insurance Company. On July 15, I filed a recorded complaint of the incident with the Insurance Carriers outside agency.

Desired Settlement: I would like my medical bills paid which I incurred several thousand of dollars and a financial settlement for the damages which I received which could have resulted in death or worst.