Plaza Resort & Spa Association

Employees tried to fix the non working WiFi and ended up deleting all the contents of my laptop. Asked for a full refund and was denied.
March 26th I checked into the plaza resort and spa in *** for a business/personal mini staycation with my niece who flew in from NY. While my stay was somewhat pleasant outside of the hotel, it quickly deteriorated once we checked in. First thing was I was told they take a $100 deposit at check in, but when we did, they took $454 plus the $100 deposit plus $118 that we had already paid. They don't advertise that and when I called weeks prior to reserving the room I was told it was just $100. I asked if they put a hold on the card for the 3 days and I was told NO by 2 different people.

When we got to the room, the internet and tv were not working. It might not be major to some, but I work for myself and needed the internet. Little things started going downhill like the construction next door would shake the 13 story building we were in, staff came at 130am to try and fix the tv, and other things happened in the 3 days we stayed there.

March 27th, the day after we got there, we were having more issues with being overcharged for room service and not all of it was there. After still having issues with the internet, I was not able to do any work, I missed a conference video call with a major client, and almost got fired, and several emails that needed my attention did not get answered.

That same day 3 men came into the room to look at the TV and "fix" the internet. 3 guys to fix a TV? Cmon. One of the guys who had to be 20 took my laptop to check the connection. He said it's all fixed. Took him 2 minutes. After they left, we still didn't have anything working. As I went to check my laptop I noticed that my whole laptop, all my work, notes, everything for my job was DELETED! GONE!

Called the front desk, nobody picked up. Went down there in tears, I was told no manager was there and they couldn't help me. I tried to calm down since I just lost everything, we went about our day.

Come back to the hotel, nothing working still. Called to see about speaking to a manager, got turned down. Guy came up and replaced the TV, was never once asked to change rooms.

We checked out the next day, spoke to Cora who I told everything to about what happened. She looked shocked but only offered me a $50 refund. I laughed. I tell her I will get the local news involved and get my attorney involved as well. I don't care about the TV but when you're there on business, you need WiFi. Not even that, your staff deleted my laptop! I ended up losing that client, I lost $1500 and the client lost money from the work that was not done. I may be sued for this by them.

Cora then said she'd offer $100 refund. Not good enough. I threaten a lawsuit, local news getting involved and anyone else I can think of. I get things happen but when someone at your hotel who works there messes with property of a hotel guest, you take full responsibility and they did not. They shrugged it off like it was nothing.

I asked to speak to the manager and was told he wasn't there. We left. The next day I called to speak to the manager and got a voicemail. 2 hours later I get a call from one of the staff apologizing that all this happened.

6/4: Spoke to Harden *** again. Told him in length what happened. Said he would get back to me tomorrow.
6/5: Harden called. Can't help me. Wouldn't offer me anything. Hung up.
Called and emailed *** Mgmt in NC who owns the Plaza. Hoping to get a resolution.
(704) *** Spoke to Whitney

Me and my 2 guest are currently in our hotel room at this hotel and their is a cockroach that is still here
As per stated in prior note me and my two guest are currently in our hotel room awaiting help removing a large cockroach from our room despite 4 calls and over 2 hour of waiting. I am aware this is Florida and bugs are a common occurrence here but we at first were not asking for different accommodations. I myself have spoken with the lady running the front desk 5 times now (I just got off the phone with her again). It is almost on the floor and we are now evacuating the room. We are told we will not be given a new ocean front room and that corporate's phone number cannot and will not be given without a manager's permission. While typing this note a security officer knocked and got the bug after knocking it to the floor and walked to the bathroom with a Kleenex and when asked if got it he responded "Yes, along with another animal". He has since left the room without muttering a word because we thought he was still in the bathroom. I have worked many years in retail and I have never been aloud to refuse giving corporate's number. I understand mistakes happen and bugs live here and I would not have an issue if it were resolved in even a semi decent manor or even after the second call but the way it was handled was not only inappropriate but dangerous as well. All of the guest in this room have not been in contact with a cockroach in the past and as you know they are commonly tested for in a allergy test ordered by many physicians. Also, we have not been told what "other animal" was found in our room. Rodents carry many diseases such as lyme disease and rabies which are also concerning. I am completely and utterly shocked at not only the lack of communication and customer service received but also the outright refusal to give out generally entitled information and I honestly feel extremely disrespected.

BED BUGS in their pool and in the hotel room. Air Conditioner is our room and most of hotel did not work. Hot and uncomfortable.
We found bed bugs in the swimming pool and they ended up in our bag of clothes to be washed once we were home. The bag and it's contents were thrown out, saved but in ziploc bag to have it looked at by ***
The bedroom in our room did not have working air conditioning and the hotel was unable to accomidate us or fix the air conditioning. They also would not refund our money so we basically had to stay or lose our money.

Entered hotel room to find a broken tv. Called front desk about tv immediately upon discovery. Hotel is charging us for the tv. Could be a scam.
Upon checking in and entering our hotel room (3/30/18), we set down our bags and went out for dinner. When we returned, we went to bed and turned the tv on to find that the tv was damaged (damage was not readily noticeable when tv was off). We immediately called the front desk to report the damaged tv and it was replaced with a tv from an empty room (per guy replacing tv) after an hour wait. We were told by the guy replacing the tv and the lady at the front desk that the people that occupied the room before us would most likely be held accountable. Nothing more ever came up with the situation until the morning we left (4/3/18). A bill was slipped under our door for a total of $672 as a miscellaneous charge. Confused, we asked the lady at the front desk while we were checking out, and she responded that it was most likely just a statement showing what we had paid for the room. At the time, this seemed completely logical to us, as we knew the room through *** cost a similar amount. The lady told us she could not login and therefore could not verify this for us, but that she would note it and have someone give us a call later that day. We flew back to MI, and never received a call. We called them and were told they were extremely busy and they would call us back by 9PM. Again, they did not call and we called them back. We were unable to get any answers about the bill and again were told a manager would call us back the next day (4/4). A call did not come, so again we called them back, and finally were able to talk to an assistant manager, Ben. Ben informed us that the bill was for the damaged tv. After some discussion, Ben told us that no matter what we did "the bill would stick". At that point we asked to talk to his manager. The manager was not in the building, so we requested that he call us when he was. When that return phone call never came, we called again the next day (4/5) and again spoke with Ben. He was hesitant to transfer us to his manager but eventually he did and we left a voicemail on his answering machine to call us back. Again, a return call never came. My mother, hearing of the situation called and was connected with the GM right away. Upon hearing this, we called back and finally got ahold of the GM. We explained that we had nothing to do with the tv being broken and were flat out told that we were lying. Since, I have disputed the charge with my bank (it was already taken out), but know I am left with some serious questions. What were we supposed to do? I feel like I was trapped upon checking in. There was literally nothing I could have done to avoid being charged for someone else breaking the tv. Is this some sort of scam? The hotel could be doing this to unsuspecting guests repeatedly, knowing that guests are basically trapped in the situation. If we had truly broke the tv, would we have gone out of our way to make 4 calls (unreturned) inquiring as to what the charge was for after we clearly already reported the broken tv on our very first day? The entire situation seems shady to me in the way that the hotel has handled itself: not being upfront with us while we there, not returning phone calls, and even seemingly ducking our phone calls. I am extremely confused and appalled at how an innocent hotel guest can be stuck with a bill for something they have no chance at arguing especially when its handled in this manner.