ComplaintsforMagic Key Resort

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Separate allegations as presented via our email correspondence by magickey as follows:1) January 17, 2024 correspondence Upon carrying out a post-check-out inspection of the room, we discovered some unfortunate damages. The bedsheets, mattress covers, and towels were found smudged and beyond reasonable repair. These items had to be discarded as a result. 2)February 13, 2024 correspondence Upon reviewing your stay, it was found that there were several inconveniences in the room which were not present upon your arrival. These included damages and conditions that necessitated special cleaning and repair services. Allegations made by magickey clarified as contradictions as follows:January 17, 2024 correspondence states my deposit was taken for smudges, (to the above stated items), believed to be beyond reasonable repair and "they were Discarded."Whereas the February 13, 2024 correspondence stated that, "there were damages and conditions that necessitated special cleaning and repair services", blatantly contradicting allegations made in the January 17,2024 correspondence referred to herein.It is not possible for magickey to simultaneously confiscate my deposit for alleged damages to items that was :1) Discarded as alleged in the January 17, 2024 correspondence and/or 2) damages that were "also" alleged to "necessitate special cleaning and repair services'' in the February 13, 2024 correspondence. There is no plausible way for me to conclude that Magic key Resort reasonably confiscated my deposit to pay repair services for items that Magic key Resort also alleged to have discarded. They confiscated my entire deposit in addition they alleged that I didnt pay my early check in fee of $40, which I did in fact pay and called upon the front desk vedio surveillance system to prove, the specific payment of spreading 4 $10 dollar bills on the counter before giving them to the on duty clerk.****** sought return of my deposit.

  Business response

  02/16/2024

  The guest *********************** was staying at our hotel from 12/01/2024 to 01/17/2024, he made his reservation through Booking.com accepting the terms and conditions of the reservation, in which he mentions that he must give a deposit of $200 guarantee and must be credit card. The guest paid a total of ****** for 4 nights, an average of ***** per night for a room with two queen **** for two adults and two children. The guest arrived before the check in time and was charged $40 for early check in, which he paid in cash (attached folio with the charges). During his stay we had to call him for attention since his minor children were in the hotel alone without company and causing inconvenience to the other guests. ************ was carried out and stained towels, sheets which cannot be recovered or the stains removed, for this reason they were charged $65.00 for the damaged towels and $55.00 for the sheets, pillowcases and blankets, there were also remains in the room. of food scattered everywhere, baby milk thrown on the floor for which they were charged $40.00 for damages. At the time of his departure, Mr. *********************** left the hotel, leaving his wife ************************ and his minor children at the hotel, causing a late check out charge of $40.00 and because they did not want to leave the property, he had to be asked to a Trespassing to the ******************** (attached Tresspasing). With all these inconveniences, we proceeded to collect all the items from the guest's deposit although we had to charge more since the guest also smoked inside the property. Attached terms and conditions accepted and signed by the guest, trespassing from the ************************ Department, folio with the charges for the nights and incidental expenses of Mr. ************************

  Customer response

  02/18/2024

   
  Complaint: 21301446
  
  I am rejecting this response because:  Magic-key resort continues to state mere allegations where I *********************** hereby states for the record that we do not smoke and did not smoke in the room , in addition my wife never left her kids unintended in the room and we did not damage the towels or bed-sheets in any irreparable way, nor did my wife leave the floor with baby milk that would cost $40 dollars to remove, although my wife was removed from the room by the sheriff office, it was due to unfortunate circumstances where I was at work and my phone was in operable and my wife had no contact with me and magic-key put my wife and three babies on the street not even affording them the lobby or understanding. Magic-key Resort has failed to put Fourth any meaningful evidence to support there allegation. Magic-key has a history of stating mere allegations to wrongfully confiscate customers deposit's. My signature on magic-key policy agreement doesn't provide magic-key resort  with a  blanket policy of depriving me of my property without meaningful evidence such as pictures of the alleged damaged merchandise and/or receipts from cleaning services alleged to be required in cleaning the floor and or evidence from there smoke detection device that they alleged to use on other customers in the confiscation of their deposits. providing PDF as evidence that they created and printed on on 2/16/2024 doesnt answer my allegations of Magic-key unlawfully confiscating my deposit.

   

                                                                                               Remedy Sought 

   

  For Magic-key to put forth meaningful evidence in the confiscation of my deposit instead of maliciously stating false allegations to include smoking in the room that the records of there smoke detection device will prove no smoke was done in the room, and the alleged irreparable damage to the towels and bed-sheets and where Magic-key Resort cant put forth meaningful evidence in the confiscation of my deposit , to have Magic key return my deposit. 

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

  Business response

  02/22/2024

  Dear Guest, ***********************, Magic Key has a policy of not ripping off or taking advantage of guests with respect to their deposit, in fact we have guests who come in and leave the room in normal useable condition and their deposit is fully refunded.  As it says in the agreement you signed at check in and it is highlighted for your easy understanding, you are responsible for the towels and linen and authorize us to charge your credit card, which is exactly what we did, as you asked for the pictures attached you will see the pictures of how the towels, sheets, blankets and mattress protector were left. On the other hand you did not smoke in the room but in the common areas of the hotel and the hotel is 100% smoke free this means that the hallways and parking lots are smoke free so as not to disturb the rest of the guests.  We hope you understand that Magic Key is a responsible company in which we have duties and rights just as you as a consumer do.
  
  Translated with DeepL.com (free version)

  Business response

  02/22/2024

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  Business response

  02/22/2024

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  Business response

  02/22/2024

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  Customer response

  02/29/2024

   
  Complaint: 21301446
  
  I am rejecting this response because:

  Because the Magic Key Resort produced fake pictures that will later prove to be fake due to the time-stamp of all pictures uploaded and taken with any electronic device (rather mobile or otherwise) and this will be later proven under closer review, Whereas Magic key leaves us no other choice but to have false evidence reviewed in the face of possibly the judicial state courts under state law concerning admissible evidence,unless we can otherwise come to an agreement of compromise, where Magic Key can return half of our deposit with signing of an non_disclosure agreement without further pursuit or talk about this misunderstanding . Whereas I, ***********************, hereby states that those pictures "were not" taken from our room during our stay at Magic key resort and we did not damage any of those items in the way Magic-key produced in those pictures , in addition we did in fact leave the room with all of the towels and lien in well condition. I also will attest for the second time that Magic-key alleged we smoked in  the room and yet there smoke detection never went off n or is there a record of it whereas me nor my wife nor our kids smoke we are a smoke free family, In addition hereby attest that closer review of the timestamp of to the photos presented by Magic Key will not coincide with the alleged incident addressed herein and that those photos contradict Magic Key Resorts previous statement of discarding those items.  
  
  Sincerely,
  
  ***********************

  Business response

  03/07/2024

  Mr. *********************** the photos are authentic and are stored in chronological order by date, we will have no problem showing them where we have to show them. On the other hand you damaged bed linens which is written in our terms and conditions agreement which you signed and accepted.  On the other hand we want to clarify that our property is 100% smoke free this means that you can not smoke both in the room and in the common areas including inside your car, since smoking inside your car even if it is on your property legally you must abide by the rules of the sistio where your car is. At no time have we stated that you smoked inside the room.
  
  

  Customer response

  03/19/2024

   
  Complaint: 21301446
  
  I am rejecting this response because:
  It is clear that no matter what response I give Magic key resort there is no plausible resolution to mediate my concern, whereby I hereby state once again that actions taken against me and my family remain malicious and the policy of magic key resort is arbitrarily  construed to deny me of my property. 
  Sincerely,
  
  ***********************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Facility had a no “smoking policy” which we agreed with and did not smoke on their property. We threw a paper towel away with Tabcoo products wrapped in it in the trash can from our car that we had in it . They charged us $200.00 saying we smoked in the room the room did not smell like smoke at all! And when we checked in we were told at first by one person the deposit was $230 dollar then , another person came out and charged us $200.00 but the paperwork says 50 dollars . We just want our money back and we will never go to that property again

  Business response

  11/14/2023

  Guest ******* **** made a reservation through booking.com on Saturday, November 11 for one night from November 11 to 12. At the time of his check-in, following the rules that are in his reservation, a credit card was requested for incidental expenses and a hold was placed for $200.00. At the time of check-in, the guest signs the terms and conditions stating that smoking is not allowed in the rooms or around the hotel. If the guest does so, they will be charged $350.00. On the 12th, early in the morning, an alert was received from our Freshairsensor system, which identifies tobacco or marijuana smoke. At the time of the guest's check out, the cleaning department found the typical smell of smoking inside the room in addition to cigarette butts in the trash, so the amount of the penalty was charged but it could not be collected in full. that the authorization on his card was for $200.00. Attached reservation by booking.com with the rules and conditions. Folio of the agreement signed by the guest ******* ****. Given all of the above, the hotel made a charge since the room must be thoroughly cleaned and treated with air cleaning and disinfection devices in order to provide a smoke-free room to guests.

  Customer response

  11/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  They are clearly lying ! I don’t smoke cigarettes and my wife doesn’t either. The Tabacoo products were items we had in our vehicle which were wrapped in a paper towel. There were absolutely no cigarettes butts in our room what so ever! From check in I felt like it was a scam first agent told me security deposit was $230 dollars when we came and it was a lil to early to check in . Came back the next agent told us it was $200 dollars . When I called about the issue I was told they can send me proof to my email . But when I mentioned a lawyer all of a sudden they can’t send proof. There was absolutely no smoking done on their property what so ever ! And no where did it mention we couldn’t throw away tabacoo products or we would have just left the paper towel in our vehicle. 
  Sincerely,
  
  ******* ****

  Business response

  11/14/2023

  We as a hotel also reject your argument and defense, since you smoked inside the room the cigarette smell was evident, it is very easy to take a phone call to booking.com and call us to threaten and even insult the young lady who answered the phone.  You signed an agreement and did not fulfill it, the room where you smoked had to be quarantined for 48 hours to eliminate the cigarette smell and the charge is to compensate the damages to the hotel for having smoked. In the previous email you were sent proof of acceptance of the terms and conditions of the hotel.
  
  
  

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for my entire stay at Magic Key Resort through Hotels.com in advance prior to arrival. Once I get to the hotel to check in, the hotel worker tells me I need to swipe my credit card for a $100 hold that will go back onto my account once I check out. The $100 pending hold was NEVER placed- instead, I was charged $22. I did not purchase ANYTHING during my stay at this place. I tried calling Hotels.com and the hotel directly and could not get anyone at the hotel to answer the phone to tell me why I was charged $22. I disputed the charge with my credit card company and they got a response from the hotel that I was charged for "towel fee". Which is IRONIC seeing that we couldn't even get towels in our room!!! We had to go every single day to the desk since they never once cleaned our room the entire time we stayed there and they acted like it was a massive inconvenience to give us towels. This place is an absolute scam. I was never sent any documentation or notified of what caused a $22 TOWEL CHARGE. I was charged this fee on February 17, 2022.

  Business response

  04/19/2022

  Business Response /* (1000, 5, 2022/03/28) */ Dear guest, in fact you were staying at our hotel on the dates mentioned, on our Hotels.com page it says that we have special measures for the spread of the new strains of Covid-19, so we are not offering daily cleaning service to the rooms, but instead we are giving towels or any other amenities at the front desk that works 24 hours. Also at the time of your check inn we give you information about the protocols we have due to the spread of Covid-19, in your case you were charged $22 for towels that you left stained in the room, we have a policy of charging for damages that are caused in the room and that is in the hotel registration form which you signed at the time of check inn. The hotel industry has changed in these years and we find ourselves in the need to charge when our guests damage the towels, on the other hand we do not charge park, hotel fee or resort fee like other hotels that when you arrive you have the surprise of paying more money. We are sorry for what happened and we are always characterized by our honesty, cleanliness and comfort. Consumer Response /* (3000, 7, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's interesting because I was never sent proof that we "stained" anything while staying at your motel. All we did was take a shower using the towels. How do you decide the price on the "stained towels"? Do you just randomly pick an amount and then charge the card holder after check-out and hope they don't see the amount show up on their statement? I was never once contacted by your company stating that I would be charged and I would have loved to have seen the $22 worth of "STAINS" we supposedly left behind on your fraying, cheap towels. You got away with yet another scam here but trust me when I say I will leave a review on every single travel agency and place I can review. You should be ashamed of yourself for charging these fees to guests without any proof and maybe try answering the front desk phone when customers try to get in contact with you. Ironically you couldn't respond to me until I filed a dispute with my credit card company for the fraudulent charge. Business Response /* (4000, 9, 2022/04/01) */ Dear guest, first of all at the time of your check inn you accept the conditions and rules of the hotel and it says very clearly that the guest is responsible for the damage caused in the rooms or for the damaged linen. I also want to inform you that the supplies to the hotels have risen a lot in recent months and we found ourselves in the urgent need to charge for the damages. I also told you that the prices of our towels are charged depending on the size (large towel $8, medium towel $6, small towel $5, bath mat $6), also our towels are changed periodically and we do not have torn towels, much less frayed, we are sorry that have this concept of our Hotel. Placing reviews on internet sites is totally discretionary for each person. We have clients who appreciate the quality and cleanliness of our hotel and others who do not, and we respect their right to express their opinion. If you want to contact us, our phone number is 407-396-6200 and our email is magickey@mhotelsbooking.com

*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. ↩