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:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My husband and I booked two nights and checked into their loft suite on 2/14/25. Upon arrival we noticed full blinds missing on the windows and an attempt to use duct tape to repair other parts of the blinds. I proceeded upstairs and was excited to take a bath after a long day of traveling only to find theres no hot water. Called front desk, maintenance man confirmed and excused it away due to hotel being at capacity. Again frustrating but not the end of the world. Fast forward to bedtime, loud humming noise. Cant figure out where its coming from. Went to front desk, security cant figure it out either. We move into a standard room at midnight assured that the manager will contact us in the morning and work on getting us back in our suite. Neither of those things happened. When we returned to the hotel Saturday evening we could clearly see that they had given our suite to other guests and never even gave us a phone call. We opted to give them the benefit of the doubt for the night and discuss it with a manager the next morning. After another cold shower due to no hot water in our new room my husband was extremely angry. We proceeded to take our belongings and check out at the front desk where we asked for a manager. *** came to the desk and immediately knew who we were without us telling him anything and did not even attempt to apologize. We are not people who expect anything for free but I kindly asked him to comp one of the nights for the inconveniences we endured throughout our entire stay and he declined. He did give us a $200 discount after getting rude with my husband stating there was no manager on duty Saturday but gave no explanation for giving our suite away without contacting us. Im upset about the experience but even more so I am upset with how we were so easily dismissed after trying to be accommodating and understanding over things out of their control. *** told me I could reach out to upper management but didnt provide any contact info.

  Business Response

  Date: 02/26/2025

  Hello. The person named with the complaint did not stay on our property at 317 Casey *******************. She has never been a guest here.  The complaint is for Casey Key Resort(s)-Mainland, which is not part of our business. Please rescind the complaint from our file.

  Thank you.

  ****** *****, Manager

  Business Response

  Date: 03/15/2025

  Dear Valued Guest,
  Thank you for sharing your feedback. We regret that your stay did not meet your expectations and appreciate the opportunity to address your concerns.
  Our priority is always to ensure guest satisfaction, and we took multiple steps to accommodate you, including providing an additional room while allowing you to keep your original suite, as well as offering a $200 discount as a goodwill gesture. Additionally, our hotel provides 24/7 hot water, and we have not encountered any systemic issues in this regard.
  Had you chosen to depart the same day, we would have been happy to issue a full refund. However, you decided to stay and enjoy the accommodations, including the second room and our amenities. While we understand that certain aspects of your stay were not as expected, we did our best to address your concerns and ensure your comfort.
  We appreciate your feedback and always strive to provide the best possible experience for our guests. If you would like to discuss this further, please feel free to reach out to us directly at ************.

  Regards,

  Mo Nabili

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22948928
  
  I am rejecting this response because:

  In your response you stated "we provided you with an additional room while allowing you to keep your original suite" I'm not sure how that's even physically possible, but it is unequivocally not what happened. We were moved to another room at midnight because of the obnoxious noise preventing us from being able to sleep. We were told we would be contacted the next morning regarding being able to return to our suite. We were never contacted at all throughout the day and returned to the hotel to find our suite all lit up, presumably given to another guest instead of contacting us or attempting to move us back to our suite. We gave you the benefit of doubt and returned to our normal room to only find again, no hot water. You claim to offer 24/7 hot water, however your maintenance man came to the suite and confirmed there was no hot water. We were met with the excuse of being at capacity. That was fine, we were understanding despite our frustrations. We waited until check out in hopes there would be a legitimate explanation for the reason we were never contacted or returned to our suite. Instead your poor behavior and attitude made a disappointing stay even worse. You could've said, we were unable to resolve the noise so instead of returning you to your suite we thought we would offer you a discount and a sincere apology. But guess what. Not a single apology from you Mo, just attitude. The only response I will accept is a refund for my stay. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 03/20/2025

  The guest has been refunded the full amount.
  Thank you,
  Mo Nabili

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 22948928
  
  I am rejecting this response because: You stated we have been refunded in full. Attached proof that is not a true statement. Please refund an additional $253.12
  
  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 04/02/2025

  Please see attached of all transactions between Feb and March

  Business Response

  Date: 04/05/2025

  Customer was refunded -$215.15.

  Business Response

  Date: 04/21/2025

  To whom it may concern,
  
  The guest paid $693. Due to the inconvenience as claimed with the ** and the noise. The guest was refunded $440.(64% a night).

  Mo 
  Resort Manager

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 22948928
  
  I am rejecting this response because: As stated previously on numerous occasions I would like a full refund. Your previous response stated that you had refunded me in full, this was yet another lie on top of all the others you've tried to feed me through this process since the first night of our stay. The time you've spent I'm sure is in excess of what you're refusing to refund. I will not accept anything less than a full refund, again, as I had previously stated. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On 6/2/23 me and my husband had just gotten married so we wanted a small honeymoon. We booked Casey key resort hotel because it was within our budget and not too far. The hotel had an odd smell as soon as we walked in, like a strong perfume that was masking an odor. As soon we got in our room, it smelled wet and moldy. We thought we could handle the smell but, the next day we woke up feeling sick and it was hard to breathe. We were out most of the day to celebrate. Whenever we came back the to the hotel it was hard to breathe. We decided to just check out early because we thought the entire hotel would be the same. The lobby was even leaking water the day after we checked in. The guy at the desk offer to pass my complaint to his manager who called me the next day. The manager apologized and said he would refund the entire stay. The manager actually only refunded half. I called back and talked to someone else. This manager said that it was my fault because I didnt say something the first day. I explained to him that I didnt want to ruin my honeymoon or come off as rude seeing as I didnt enjoy my food at their restaurant either. He refused to give a full refund and offered me a credit for a nicer room in the back part of the hotel that has new floors and just better. My complaint is that after reading the reviews, they are knowingly putting people in danger. They know that the rooms in the main hotel are severely water damaged and are still placing people in these rooms. My honeymoon was somewhat ruined and they want me to come back and stay in another room.

  Business Response

  Date: 06/20/2023

  We have issued a full refund.