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:08/08/2025

  Type:Billing 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.

  I booked a houseboat with Seven Points Marina for a family vacation. My booking reservation shows I owed a total of $4,097.34. I have receipts showing I paid and initial deposit of $510.12 at the time of the reservation and paid the remaining balance of $3,587.22 90 days prior to the trip as required.Upon returning the boat after the trip, Seven Points Marina provided an itemized receipt that suggested I had only paid $3887.22, which was $210.12 less than what I had actually paid. When I inquired about the missing amount, Seven Points informed me it was an online "booking fee" that their third party vendor who runs the website keeps for reservation of a houseboat.I showed the staff that this charge was never mentioned on the website where I booked the boat, nor was it ever shown or described on any of my receipts. In fact, my receipts stated that my bill was paid in full. Although the staff agreed with my assessment, they did nothing.I am asking that the $210.12 hidden booking fee that was never described be refunded to me within 30 days.

  Business Response

  Date: 09/09/2025

  Good morning.  Seven Points Marina uses Fareharbor as our reservation system.  The $210.12 was a booking fee that was charged when the customer made the reservation.  Please see below how fees appear during booking.
  
  When someone books online, both the reservation page and the checkout page show a breakdown of charges: subtotal, taxes & fees (with an info button that specifies that fees are paid to FareHarbor), total, deposit due at booking, and the remaining balance due later. At checkout, customers also agree to FareHarbors Terms of Service for Customers when submitting their payment information.
  
  How Fees Appear during Booking
  FareHarbors Terms of Service for Customers
  The Terms of Service for Customers make clear that:
  FareHarbor charges a booking fee for using the service to make and pay for a reservation.
  The booking fee may be collected together with the activity price.
  Booking fees are non-refundable.
  
  The $210.12 in question was this booking fee. It wasnt added to the customers bill after the reservation was made and deposit paid for, rather it was charged at the time of booking and kept by FareHarbor as its fee for processing the reservation. This information was included in the taxes & fees line item during the reservation and checkout process, and the customer agreed to FareHarbors Terms of Service for Customers (which describe the booking fee) when completing payment. This is not specific to Seven Points Marina, Fareharbor is used nationwide.  

  
  We have had over 1400 reservations and this is the only complaint that we have received.