The resort had severe maintainence issues throughout our stay. The issues consumed our vacation, and were not addressed properly to fix them.
Duration of Stay: Sept 27, 2014- Oct 4, 2014, Reservations under name: **** ******** Payment Amount: $1,126.67 via debt card paid directly to the hotel.
Throughout our stay there were several issues with the rooms. Our original room was room **** Issues with this room included, a patch in the tub that proceeded to leak and flood the bathroom every time a shower was taken, (this had to be a long lasting issues as the wood in the bathroom near the tub was warped), some of the stove burners did not work, the others that did work filled the room with smoke, the sliding glass door kept coming off track making it difficult to open, there were several holes in the walls, and the room phone sporadically worked. We then moved to room **** which has a large crack in the ceiling near the sliding glass door, and several holes in the walls. Both rooms were not cleaned properly which left our feet/socks black. Another room we were offered (I believe to be room **** had a strong odor of mold. Our entire stay was consumed with these issues and several trips to the front desk trying to come to a resolution with the front desk manager ******* We were offered a free continental breakfast (we did not eat this anyway so we did not accept), and a new room (which we took). We were also offered a gift certificate to use towards a future stay but we are from out of state and do not know when we will return to Florida. When we asked to speak to the corporate manager as ****** could not give us a refund without their approval (which was denied because we accepted the new room, and choose to stay at the hotel) we were told we could only contact them via email (which we did twice) and did not receive a response. We choose to remain at the resort as ****** was actively working with us to come to a resolution. If needed we have taken several pictures of these issues that we believe to be long standing issues based on further research of the resort through customer reviews on trip advisor.
We are not seeking a full refund as we did complete our stay at the resort. We are only seeking a partial refund for our unfortunate poor experience and inconvenience. We originally requested a 1% refund per day of stay, and each day after that until the issue was resolved. We have left 2 different email addresses and phone numbers for corporate management to contact our party.
On September 27th, the ******* party checked in and completed their stay, using the room and amenities. During their stay guest notified about issues in room to the front desk that were resolved within 20 minutes.
Due to the 20 minute inconvenience we offered free additional breakfast, a gift voucher for a future stay and a new room.
It is our opinion that there aren't sufficient reasons for a partial refund, considering that the Broumel party's concerns were immediately taken care of and they completed their 7 night reservation.
We pride ourselves in our customer service and any issues or concerns are always taken care of immediate to ensure guest satisfaction during their stay.
(The consumer indicated he/she DID NOT accept the response from the business.)
Our party does not accept the response from Seabonay Beach Resort.
In the above response Ms. ****** states that all of our issues were resolved within 20 minutes. This is false. The first report of an issue was Saturday night on September 27th (the first night of our stay) at approximately 10pm to the front desk that the tub in our room was clogged and not draining. We were told that we would need to wait until 8am the next morning until maintenance was in house and available to fix the issue. This would be a total of 10 hours before our first issue was addressed, not 20 minutes as Ms. ****** has stated. Stagnant water in the tub had to be left all night long.
Maintenance did come to our room Sunday morning to unclog the drain, and to fix some of the other complaints that we had. The issues appeared to be fixed so our party decided to stay in the room.
The issues as explained on our original complaint reappeared Monday night. As the office is closed after 10pm on weeknights, no one was available at the front desk to address our concerns. We had to wait until Tuesday morning to voice our concerns again. This would be another example where the issue was not resolved within 20 minutes.
At this time on Tuesday morning we were offered a free breakfast (which we did not accept as our party did not eat the provided breakfast anyway), and a gift certificate towards another stay at Seabonay. We also declined the gift certificate as we are from out of state and do not know when we would even return to Florida. Honestly, after the difficulties we have experienced our party would not want to stay at Seabonay in the future to even use a gift certificate towards another future stay.
On Wednesday, when our party switched to a new room we were offered 2 rooms to choose from. We looked at both rooms. One had an immediate smell of mold. The other room had several cosmetic issues, but we choose to pick this room as it appeared to have less issues than our current room. This process of choosing a new room and of packing our belongings took longer than 20 minutes. We then had to move our belongings ourselves to a different floor, which was a further inconvenience to our party.
We choose to complete our final few nights in the new room. We were actively working with the front desk manager to come to a solution, so we remained at Seabonay. This process took several hours over the next few remaining days from Wednesday-Saturday, as the front desk manager had no authority without first speaking to management (which I would assume would be Ms. ******). This involved us emailing Ms. ****** while we were still at Seabonay on Friday Oct 3rd, but we did not receive a response. We also made several back and forth phone calls and front desk visits to speak to the front desk manager to find a conclusion on the issues from management.
Our party did complete the stay at Seabonay in hopes of coming to a conclusion, unfortunately this did not happen. As the party did complete the stay at Seabonay we are not asking for a full refund. As our flight home was early Saturday morning on October 4th, we had to check out of the hotel prior to the front desk opening, and were not able to speak to them again.
Overall the issues our party had suffered consumed much more time than 20 minutes of our vacation. Reflecting back, our party would have found another hotel to complete our vacation if we knew in advance that Seabonay management would not address our concerns seriously.
After more research on Seabonay Beach Resort upon are arrival home, we found several examples and cases of similar issues with the resort on trip advisor, which Seabonay management has dismissed in their responses to the customers. If further proof of our experiences are needed our party has several pictures of the flooded bathroom, holes in the walls, clogged tub, and lack of cleanliness of the resort.
I am hoping that by using the BBB as a mediator, a conclusion can be drawn and these issues can properly be addressed and fixed to prevent further disappointing stays for future Seabonay customers.
Final Business Response
We would firstly like to address that all our of guests concerns are taken seriously and are addressed immediately.
For all guests convenience we have a guest phone with a 24/7 emergency number posted on the main door and near the front desk. This number can be used should there be services needed after hours. On this same door the hours of operation are also posted. Also, note that there is a maintenance person that is in the building 24/7.
Although all efforts were made we clearly didn't meet the Broumel party standards. We will submit this to accounting and we will do our best to provide a courtesy credit for this concern.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Our party was unaware of a 24/7 emergency maintenance number, otherwise the party would have utlitized the number on a few different occasions. We feel that we should have been made aware of this emergency number when we first contacted the front desk Saturday night about the clogged tub. Instead our party was told by the front desk clerk to wait until 8am the next morning. I think the front desk needs to be further educated on this issue. If a party is concerned enough to contact the front desk at 10pm of a maintenance issue, clearly the party did not find it appropriate to wait until the next morning during business hours to have the issue repaired.
We will accept Ms. ******'s efforts for a courtesy credit only if the credit can be ensured that it is not in the form a gift certificate for a future stay and only in the form of a money refund. I am also concerned when Ms. ******'s states "do our best to provide". This does not ensure that a refund will be made.