We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Resort

Brook Pointe Inn

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Resort.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/11/2023

    Type:Billing Issues
    Status:
    Answered
    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 01/01/2023 our loyalty program was renewed at $80.99. We have had several issues with being able to use the program benefits. Every time we try to reserve for a weekend day they refuse saying that all available nights on the program are used. (I would like to see proof of this.) ********* itself has issues as well that we brought up in a 2-star review (we also addressed the loyalty program). We have learned that the hotel has a bogus "policy", that if you give them a 2-star or lower review, they will BLACKLIST you and will not rent a room out to you. They have REFUSED to honor the loyalty program nights and REFUSE to provide a refund. They are not providing what we paid for. Therefore, we consider this fraud and theft of our money. The documentation they have provided is fictitious. They claim wording that was never provided as shown in the attached. They also refused to provide a Credit Card receipt for the payment until we filed other complaints against them. We demand a refund for the $80.99 paid for services/products not rendered. They have several very low reviews for being rude and the responses basically attack the reviewer in an unprofessional manner. Our customer number is *****.

    Business Response

    Date: 12/15/2023

    Good morning, 

    I have attached the same information that was sent to the ******* Attorney General when a complaint was filed with them in October 2023. We are waiting for a response from the Attorney General on this matter. 

    The letter and attachments clearly shows Mr. ******* was still able to use his benefits for the 2023 year, until he violated our policy leaving a negative review of Brook Pointe. 

    Let me know if I can be of any more assistance in this matter moving forward. 

    Thank you for your time, 

    ***********************************

    GM 

    ************

    Customer Answer

    Date: 12/15/2023

     I am rejecting this response because:

    The business' policy is that if a patron leaves a 2-start or lower review that they will BLACKLIST them and will not rent a room to them. 

    This is absurd. They are restricting the patron's freedom of speech. Patrons have the right to leave any level or review that they wish. 

    They use this to "bully" patrons into giving them better reviews which reflects the integrity issues of this establishment. 

    If the establishment refuses to provide the benefits of a paid service, they are legally responsible to refund the money. They have a history of "bullying" and mistreatment of patrons, which is unacceptable. 

    The simple and intelligent resolution is to part ways and for Brook Pointe to refund the program fee, since THEY are choosing to not provide the benefits paid for.  

Brook Pointe Inn is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.