Bill L. Veach , Director
Division of Hotels and Restaurants
1940 North Monroe Street
Tallahassee, FL 32399-1011
Phone: 850.487.1395
Fax: 850.488.1514
Division of Hotels and Restaurants
Complaint FAQ
All information on this page is current and was last reviewed by the division on August 12, 2009.
1. Q: How do I report a complaint?
A: Contact the DBPR Customer Contact Center at: 850.487.1395 or access our complaint form at: www.myfloridalicense.com. You can also complete a complaint form and mail it to us.
2. Q: Whom do I contact about complaints or other issues concerning elevators in Florida?
A: If the elevator is in one of our contracted jurisdictions (i.e., Miami, Miami Beach, Miami-Dade County, Broward County, or Reedy Creek), then you would contact them directly. For all other elevators in Florida, contact the Bureau of Elevator Safety.
3. Q: What types of residential apartment complaint issues does the division have authority over?
A: The Division of Hotels and Restaurants authority is limited to matters affecting the complex as a whole and does not extend into individual apartments. Most landlord-tenant responsibilities, including apartment maintenance and pest control, are addressed in either the lease or Chapter 83, Part II, Florida Statutes. The following table lists common residential apartment complaint issues over which we do and do not have authority.
Residential Apartments |
|
Division has authority over: |
Division does NOT have authority over: |
Balcony or railing safety |
Electrical or structural problems – Contact your local building code enforcement authority. |
Exterior doors close and lock |
Appliances or cabinets in your apartment |
Excessive trash on the property |
Cleanliness of your apartment |
Rats and other vermin on the apartment complex property |
Rats, roaches, or other bugs or pests inside your apartment |
Heat provided, as necessary, and able to maintain 68 degrees |
Air conditioning |
Sewage backed-up on the apartment complex property |
Sewage backed-up in your apartment |
Unlicensed activity |
Apartment maintenance |
Swimming pools, hot tubs, Jacuzzis – Contact the Department of Health |
|
Smoke detectors or other fire safety issues – Contact the local fire authority |
|
Security deposit and other issues addressed in the lease |
|
Mold or mold damage |
|
Management companies or marketing, including signs |
|
Smoking in apartments or on the property |
|
Rent amount or increases |
|
Evictions |
|
Parking |
|
Tenant and guest behavior and noise |
|
Utility charges, third-party billing, or any services or charges included in the lease |
|
Injury to persons or property |
|
Americans with Disabilities Act issues – Contact the U.S. Department of Justice |
|
Single-family homes rented as a permanent residence |
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Duplexes and other residential rental properties with 4 or fewer apartments. |
|
Discrimination – Contact the Florida Commission on Human Relations |
|
Lost or stolen property or other police matters |
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4. Q: What type of complaint issues does the division have authority over in other types of public lodging?
A: The division has authority over more types of complaint issues at transient public lodging, which includes hotels, motels, resort condominiums, and resort dwellings. The following table lists common lodging complaint issues over which we do and do not have authority.
Transient Lodging |
|
Division has authority over: |
Division does NOT have authority over: |
Balcony or railing safety |
Electrical or structural problems – Contact the local building code enforcement authority. |
Exterior doors close and lock |
Management companies or marketing, including signs posted |
Excessive trash on the property |
Construction nuisances such as noise |
Rats, roaches, or other bugs and pests in the room or rental unit |
Swimming pools, hot tubs, Jacuzzis – Contact the Department of Health |
Heat provided, as necessary, and able to maintain 68 degrees |
Air conditioning |
Showers, toilets, and sinks working |
Optional clothes laundering services |
Room cleanliness |
Amenities available |
Clean towels and sheets provided in hotels, motels, and bed and breakfasts |
Optional toiletries such as shampoo, conditioner, and lotion |
Clean dishware and glassware |
Smoke detectors or other fire safety issues – Contact the local fire authority |
Ice machines and buckets |
In-room coffee makers or clothes irons |
Smoking in enclosed lobbies |
Smoking in rentals, rooms or on the property |
Unlicensed activity |
Refusal to rent – Report discrimination to the Florida Commission on Human Relations |
Overbooking |
Reservations or cancellations |
Evictions |
|
Customer service |
|
Rental amount or refunds |
|
Gift certificates or pre-paid reservations |
|
Credit card charges |
|
Americans with Disabilities Act issues – Contact the U.S. Department of Justice |
|
Guest behavior and noise |
|
Lost or stolen property or other police matters |
|
Discrimination – Contact the Florida Commission on Human Relations |
|
5. Q: What type of complaint issues does the division have authority over in food service establishments?
A: Our authority over public food service establishments includes licensure, sanitation, and safety issues. The following table lists common food service complaint issues over which we do and do not have authority.
Food Service |
|
Division has authority over: |
Division does NOT have authority over: |
Food borne illness complaints |
Customer service |
Restaurant cleanliness |
Reservations or cancellations |
Clean dishware and glassware |
Menu items or prices |
Rats, roaches, or other bugs and pests |
Refusal of service – Report discrimination to the Florida Commission on Human Relations |
Food storage and handling |
Cooked-to-order meats (i.e. rare steak or hamburger) not cooked to desired temperature. |
Food obtained from unapproved sources |
Recipes used or method of preparation, such as grilled versus fried. |
Hand washing |
Use of salt or MSG |
Glove use or alternate operating procedure |
Fire safety issues – Contact the local fire authority |
Smoking in restaurants that do not serve alcohol |
Smoking in bars or restaurants that serve alcohol – Contact the Division of Alcoholic Beverages and Tobacco |
Notice of automatic gratuity |
Gratuity amount or conditions for automatic gratuity |
Misrepresentation of food product |
Menu labeling or nutritional information |
Unlicensed activity |
Food service at churches, hospitals, jails, schools – Contact the Department of Health |
Bakeries, groceries, seafood stores, convenience stores – Contact the Department of Agriculture and Consumer Services |
|
Alcohol licenses – Contact the Division of Alcoholic Beverages and Tobacco |
|
Americans with Disabilities Act issues – Contact the U.S. Department of Justice |
|
Grading or ranking of restaurants |
|
Gift certificates |
|
Credit card charges or refunds |
|
Discrimination – Contact the Florida Commission on Human Relations |
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