I made a reservation through BookIt.com for 3 nights at the Regal Sun Resort in Lake buena Vista, Florida. At 2:00 A.M. on Feb. 22, 2009, my first night's stay, I heard repeated loud banging noises in the room above me for about 15 minutes. I called the front desk to report the commotion. The desk agent informed me that she would call security. The noises were still occuring at 3:00 A.M.. I called the front desk again. I did not have a restful night of sleep.

On the morning of February 23, I asked to speak to the manager at the front desk in person. I was directed to the desk manager. I overheard another guest in front of me delivering the same "sleepless night" complaint. Instead of apoligizing to the guest, the manager questioned, "Well, why didn't you call security?" In defense of the guests, I offered my experience, stating that I had called the front desk at 2:00 A.M. and 3:00 A.M. and the loud noise level was not corrected, and that I was unable to sleep as well. There was still no apology offered to either of us. We were informed by the desk manager that security was notified and there was "nothing they could do/it wasn't their fault."

I requested no compensation for the sleepless night, but asked that the hotel cancel my reservation for the two remaining nights without a cancellation fee. The desk manager informed me that she was unable to do this since the reservation was booked on BookIt.com. I explained to her that the hotel had the juristiction to call BookIt.com and authorize a full refund to my credit card. She refused to accomodate my request.

I asked to speak to her manager. She left the front desk and returned 5 minutes later to inform me that her manager was in a meeting, and was not available. I decided to call BookIt.com on my cell phone myself. I remained on the telephone with the customer care representative for 45 minutes. He was very helpful. He called the hotel while I was on hold, explained that he gained authorization to refund my pre-paid fee, with the exception of a $50 cancellation fee payable to the hotel. I disputed this. He said he could not authorize this refund without the hotel's permission, and he was unable to reach the manager designated to do this. I informed him that I wanted to proceed with my vacation, and would address the issue with management upon returning home after the vacation.

This is a very noisy, party hotel. The management addressed my complaint in a curt and rude manner, and was in no way helpful or understanding. I lost a nights sleep, and an hour of my vacation attempting to address my customer complaint in order to proceed with a pleasant vacation. I do not recommend this property, or this management company, to any vacationer.