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Business Profile

Hotel Reservation

ResortPass Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 7 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/02/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 Saturday, April 19, I purchased a Resortpass for the ************************* in *************. The hotel advertised two separate pools and a a hot tub. when we arrived at the hotel, one of the two pools was closed, and the hot tub was broken and freezing cold. There was also a large wedding occurring at the resort which completely overwhelmed their capacity to manage regular guests. It is false advertising to have someone pay to go to a hotel that says there are two pools and a hot tub and then when you get there, theres only one working pool and far from ideal atmosphere with all of the additional chaos of the wedding. They should have not allowed people to purchase resort passes for this day, knowing one of their two pools and the hot tub were not functioning and they had already booked a wedding which overwhelmed their hotel. Again, this is false advertising and its illegal. I brought this issue to the attention of Resortpass customer service. They initially replied, asking me to detail my concerns which I did and they have since ignored all future request for updates. I have sent six emails asking for an update on my issue and they have not responded.

    Business Response

    Date: 05/05/2025

    Dear Better Business Bureau (BBB),

    This is a response to complaint 23277444

    We appreciate the opportunity to address  Sarah ******* concerns regarding her booking with ResortPass.

    We sincerely apologize for the inconvenience during their visit to the **************************

    We understand the disappointment caused by the unexpected closures and the atmosphere impacted by the private event. While ResortPass relies on hotel partners to provide accurate information and maintain facilities, we recognize that this experience did not meet expectations.

    As a resolution, a full refund has been processed, and an email has been sent to the guest confirming the refund and providing details.

    We appreciate the guests patience and regret any frustration caused. Please let us know if additional information is needed.

    Customer Answer

    Date: 05/06/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

  • Initial Complaint

    Date:04/22/2025

    Type:Product Issues
    Status:
    Unanswered
    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 purchased to use cabana for 125 dollar for the ********************* thru the resort pass for a day I got to hotel they gave me the key to access the pool no one was in pool for guiding which was the cabana we got we saw the cabanas all ripped from the top none of them in a good condition and other people were already sitting under those cabana smoking weed we didnt even use the cabana i went to front desk advise of situation and the lady at front desk advised I had to reach resort pass to get a refund I went back up to see if we could use the pool at least and my child did not even want to get in because pool was supper cold the heater of the pool was not working and there not enough towels to grab as well I send email to resort pass and they send an automated email to send back with the situation i did and I have not heard of them i requested a refund due to all the above situation and bad experience i went thru but no one seem to answer any emails i have send and i have send more than 3 since the day I bought the pass

  • Initial Complaint

    Date:03/14/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    this is an online company Resortpass. On Wednesday March 12 2025 about 8:00 pm- I searched their website for a resort to spend a day when we are in *******- I put the date March 30 2025 in the search on the website- they gave me options- I chose a day pass that was ******. I clicked on it , entered my info and submitted. When the confirmation came in it had the incorrect date- it said March 13 th - (the next day) . I immediately tried to cancel to put in the correct date. it wouldn't let me because it said I was under the 24 hour time within the reservation - They have no way to contact on the phone only email so I emailed them at about 8:05 (within 5 min) and told what happened. They emailed me back that they couldn't help me because the 24 hr reservation period because it was the next day. I told them it was a mistake and they could see I tried to cancel within minutes of getting the confirmation and they still said no.This was a mistake on their website , also with no way of contacting anyone to fix quickly they basically just stole my 300 dollars- I asked if I could credit to they day I was trying to do when we were in town and they said no they were booked and still wouldn't refund me,.

    Business Response

    Date: 03/23/2025

    Dear Better Business Bureau (BBB),


    This is a response to complaint 23067611


    We appreciate the opportunity to address ****** ***** concerns regarding her booking with ResortPass.


    ****** confirmed a booking  on 3/13/2025 for use on the same day. As part of the booking confirmation, guests must click on accepting that the booking is being confirmed for the same date and policy, bookings confirmed on the same date are non-refundable.


    Our records indicate that ****** contacted us after the cancellation window had closed and on the same date of the booking.


    As a one time courtesy, we have processed a full refund back to DeAnnes credit card and we have responded to the guests email to confirm this information.


    Should you need further assistance do not hesitate to contact us.

    Sincerely,
    ResortPass Customer Service


    Customer Answer

    Date: 03/24/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ****** *****

     

ResortPass Inc is NOT a BBB Accredited Business.

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