Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation at Alila Marea Beach Resort over six months ago and was very much looking forward to staying there next week. Prior to arrival, I reached out to confirm whether a crib would be available for my 9-month-old baby. The resort replied that they do not provide cribs and that their rooms have a maximum occupancy of two guests, regardless of age.This restriction was never disclosed at the time of booking. Only weeks before my stay, in an email from the resort, did they share the following:Alila Marea Beach Resort is tailored to adult guests and those seeking tranquility. To preserve this peaceful atmosphere, our accommodations are limited to a maximum of two guests per room.Even with this statement, they avoided explicitly saying that children including infants are not permitted. I followed up by asking directly whether we would be allowed to bring our baby or if we would need to cancel, but the resort has not replied.This lack of transparency puts families in an unfair position, with no clear guidance until it is too late to make alternate plans. I have been anticipating this stay for months, but now, just days before my reservation, I feel misled and unwelcome.Desired Resolution:I am requesting one of the following: A clear, public disclosure from Alila Marea that infants and children are not permitted at the resort, so future guests are not misled.This experience has caused significant disappointment and unnecessary stress. Guests deserve full transparency at the time of booking, not vague wording revealed only weeks before arrival.

  Business Response

  Date: 08/30/2025

   

  Mr. *** originally booked a reservation for one room from September 1, 2025 to September 2, 2025. The booking was made on March 22, 2025 and indicated by ****** there would be an occupancy of two adults with no mention of children. On August 23, 2025, Mr. *** notified the property that they would be traveling with their child. At that time, we engaged in email correspondence that lasted the course of 2 days. Our responses clarified that cribs are not available at the property and reiterated that the maximum occupancy per room is two guests,in addition we presented alternative solutions for accommodations. These included the option to reserve an additional room or consider nearby accommodations that could accommodate the requested occupancy. As a courtesy,Mr. *** canceled his reservation without penalty or additional charges.

  
  In reference to Mr. **** complaint stating that the resort did not provide a response, we would like to clarify that a follow-up reply was sent to Mr. *** on August 25, 2025. This correspondence provided additional clarification regarding the maximum occupancy per room and reiterated the alternative options available to better accommodate his needs. Mr. *** did not respond to this communication and subsequently chose to cancel his reservation before filing a complaint with the Better Business Bureau.

  Additional information can be requested directly through ****** ******** Director of Rooms at ***************************************************************************************.

  Customer Answer

  Date: 09/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, to be honest, I am NOT satisfied withe their reply and they still do not have the ***** to admit that their resort is not children friendly, however, they will try every sneaky way to prevent you from bringing your children. It's okay. I don't think their business will last long and I am not interested in engaging with them. What a joke.

  Regards,
  
  Poyi ***
  
   

  
  

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business they are associated with, Fulcrum Surf, has been collected money via venmo for services and then not providing the surfing or a refund. This can be shown by the numerous ****** reviews on their website, which is most likely why their business is **** as permanently closed on ******. Their employee, ****** collected 480 for surfing lessons and then blocked my number. I was able to contact the salesman separately and he refunded his commission of 54 to make the refund outstand of 426. As they are not a registered business, and only associated with the hotel, I have made multiple attempts to Alila ***************** and not received a response.