ComplaintsforOpal Sands Resort

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Me, my husband and 19month old baby got sick (food poisoning) from the food we ate the first day we arrived June 23, 2023. It was at the SANDBAR. We ordered burger with mushroom, calamari, cheese melt, shrimps (almost raw) from the appetizer menu. My husband had a beer from tap. ALL of us vomited a few hours after we checked in. My husband 4x same night (I had to clean the entire bathroom), my baby (same night), and me the following day. We all had diarrhea, nausea, chills and low grade fever the first day. We spend ~$2000 at this hotel stay alone for 3nights/4days. We were celebrating our 5th year anniversary (advanced celebration) and it was ruined. We stayed in our room most of our stay. We informed them about the issue and they claimed a few more guests got sick as well. THIS IS UNACCEPTABLE. THE hotel didn't care when we asked for a later check out becoz we were all sick and our baby just needed another hour to complete his nap. What a horrible experience. Took us 30mins to get to ********* due to heavy traffic just to get Imodium and Tylenol and tons of water / electrolytes. We managed to drive even if we were sick because we had to. We didnt eat much the entire trip. The stress level especially seeing my son throwing up with fever and crying due to pain is UNFORGIVABLE. My husband was on the the bathroom floor 4x puking all over the toilet and couldn't even get up because he was so weak and nauseas. He was feverish on and off. When he pee, he felt pain. He was worried of any complication this has caused his health. I had migranes from vomitting, chills and fever, diarrhea like my husband! THIS IS UNFORGIVABLE!The worse thing was they didnt care. They are just business as usual. I would like them to pay for this. It was ruined personal trip. And our HEALTH was compromised. The only thing they offered was to take the bill of the meal off? ARE YOU KIDDING ME! THEY EVEN CHARGED MY CARD 2x for SAFETY DEPOSIT! $40 / day for parking!!! NO breakfast included!!!

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Transaction date 6/10/2021 Amount $723.49 I have tried to resolved this with my cc company and the hotel to no avail. I have never been to this hotel. My cc company told me I had to resolve the issue with the hotel as they closed the fraud investigation and held me responsible for the charges based on what the hotel submitted. When I spoke to the hotel accountant, she said the reservation was made under a male name and from the looks of it, it was not a female signature. I asked for a copy of the itemized receipt with all signatures. The accountant would not provide me or my cc company with the signed receipts of the invoice and transactions to prove I was there. Nor did they provide copies of the ID that they said they have a record of to prove it was me. I have proof and transactions that I was elsewhere during this time frame and my cc company says that I need to send in the receipt or the hotel to refund me directly as they have closed their investigation. I had to get a new credit card because of all this and was charged for something I did not authorize or use. The hotel GM and the MOD will not return my calls, and quite frankly the accountant is down right rude and not helpful.

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/11/10) */ Upon a lengthy investigation there was proof that the credit card was physically used on property and therefore no refund was or will be issued. Consumer Response /* (3000, 7, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hotel has not provided documentation to prove that the person who used my card was me. They said that they check IDs but are unable to provide the proof to back it up. The bill is in a different name than my card and they continue to not provide signature receipts to back up their claim that it was me. The proof is in those signature receipts they refused to provide. Why? BECAUSE IT WAS NOT ME THAT STAYED OR AUTHORIZED THE TRANSACTIONS. A business is supposed to keep signature receipts on file for these reasons, and the hotel has failed to do so. Based on other complaints filed with the BBB by other parties, it seems that this hotel likes to falsely charge alleged guests or guests for mistakes that are made by their employees. I should not be responsible for these charges. Business Response /* (4000, 9, 2021/11/12) */ The customers card and chip were used at the hotel. They will need to speak to their credit card company for any further information. We will not be issuing a refund nor have any further comments. Thank you. Business Response /* (4000, 15, 2021/11/18) */ We have no further comment.

• Initial Complaint

  06/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Check in 6/12/2021. Called room service 3x for extra pillows/blankets for kids... took almost 3 hours to get these... Room service for Breakfast was late and cold upon arrival. This resort was nice, but there was not enough staff to accommodate all of the guests... upon speaking to the front desk, they agreed to late checkout the following day... and only charging us for one night... We were given a receipt printout at time of checkout, and told these were final charges to our credit card. Now over a week later and we are being charged a completely different amount. Called the resort and was told we would be charged for another night, even though we were told differently... Sent a copy of the final receipt printout that we were given upon checkout, which apparently is not correct. (Non-approved charges) I am not sure why my final receipt for this resort is NOT being honored. Final Receipt Total $1,180.41 *NEW* charges Total $1,948.81 ADDITIONAL NON-APPROVED CHARGES $768.40

  Business response

  07/12/2021

  Business Response /* (1000, 5, 2021/06/22) */ The guest came to the front desk at 8:30pm on the 13th and stated they would be departing a day early vs their scheduled departure of the 15th. We informed them that it was ok and would give them a noon checkout on the 14th. Guest asked for a copy of current charges which was provided. The charges for the night of 13th were not posted yet as it was only 8:30pm. Apparently the guest left at that time. However, since it was 8:30pm the guest was going to be charged for the night of the 13th whether they stayed or not. Therefore, those charges posted that night and the guest bill was closed out the following morning and we allowed the early departure without further penalty. Consumer Response /* (3000, 7, 2021/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a copy of the final bill that was handed directly to me upon checkout. I was told no other charges would be made. Now that I am back home, you cant go charge my card for more money. These are unauthorized charges.

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