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:09/08/2025

  Type:Product 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.

  This is a complaint that I am filing parallel to a complaint against HotelsOne. I am attaching a summary. I don't know if I need to file separate complaints against *********************** DBA Beso Del Sol Resort-*********************************** ************* ******. My friend inadvertently booked Beso Del Sol Resort on the HotelsOne website when she was attempting to book directly through the property. We tried to cancel that reservation immediately because it was the result of phishing on the part of HotelsOne when our intent was to book through Beso Del Sol. I had no idea at the time but later discovered that Beso Del Sol had the authority to cancel that reservation. I don't think HotelsOne contacted them initially but they did on the 21st and I had also told ******* at the resort about the erroneous booking before the 21st not knowing that they were working together. Beso Del Sol refused to waive the charge even though we had a reservation with them and they likely rented the room and charge us double to stay at the resort. Also when I rebooked through Beso Del Sol from May 21st through the 23rd, I received a confirmation from the resort which they later told me never went through and which they refused to honor for the third night which was no longer available when the problem was discovered.

  Business Response

  Date: 10/01/2025

  To Whom It May Concern .

  The guest **** **** make a reservation with Beso Del Sol for 05/14/25-05/16/25.Guest contact us 05/09/25 asking to cancel the reservation and rebook for 05/21/25-05/23/25.The rebooking was completed  and refund  in amount $440.70 was refunded by check # ****  and handle to guest  in person on 05/21/25. I honestly don't understand  basic of this complain. Guest make first reservation, cancel, received refund, rebook for new dates and we do honor the original price.

  ******* ***** - we do not have any record  of reservation  or charges. Is that guest have any confirmation from Beso Del Sol of the reservation like  *. **** received or have bank statement showing charges from Beso Del Sol?  If yes please provided.

  Beso Del Sol is contracting only with *********** , who own **********, and Verbo and starting from 07/01/25 with ***********  who own  Priceline, Agoda, Kayak, OpenTable, **************, and Cheapflights.We do not work with HotelsOne and do not receive any commission. Beso  cannot be responsible for guest choice of  third party booking.

  .  HotelsOne is a separate, disreputable company that has been accused of deceptive practices, including overcharging and issues with non-refundable bookings. Has a poor reputation, with users reporting issues with billing, non-refundable charges, and problems with their reservations.

   

  ********* Tobijasinska
  Resort Administrator
  Beso Del  Sol
  ******************
   Dunedin,Fl 34698
            **************
       Email: **********************************************************
  
  

   

   

   

  Customer Answer

  Date: 10/05/2025

   
  Complaint: 23848525
  
  I am rejecting this response because the statement that the resort is making regarding not doing business with HotelsOne is false because HotelsOne is affiliated with **************  Beso Del Sol was given the opportunity to cancel the spoofed reservation and chose not to.  ************* told me that they could not refund all of the monies because a good part of the funds were paid to the resort.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:07/03/2025

  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.

  I reserved a week at this location (6/20/25-6/27/25) & on the evening of my 4th night i received a letter on my room door asking me to vacate the property bc of complaints of my dog. No information was given about the complaints- I called & left a message on the hotels answering machine that evening-stated that my dog was a service ******* had told them this when I called to confirm my reservation (on 6/18/25) I stated that I was traveling with my service dog as well. The next morning a lady manager knocked on the hotel door (room 327) & said- we left you a letter last night to vacate & you have one ********** must leave. She walked away as I asked what the complaint was & why I was given no phone call or warning or chance to make things right. She proceeded to say that I gave them a non working phone # - I did not do this & I proceeded to the front desk following the manager where I asked them what the number was & for them to call me on it. They did and my phone rang. (Their mistake) The manager said no more discussion you need to leave and I asked what the complaint was. She said the man next door to my room (who lives and works there) heard my dog ********* works nights & must sleep during the day. She proceeded to say if my dog was a service dog I would not leave him in the room by himself. We did do this to go to the grocery store one time & then did not do so again once she asked us to vacate. I told her we gave him a break- She asked what my dogs service was- I told her for my husbands **************** asked what his disability was- I said that is his choice to let you know- not mine. I told the lady manager & the front desk lady named ******* that I can change locations with my family coming in town (who was staying 30 minutes away) she said that was fine-we will need to see her ID (my daughters) but the dog must go. I said ok, thank ******** left. My daughter stayed in my room that night but they called the cops on her the next day & made her leave.

  Business Response

  Date: 07/03/2025

  We appreciate the opportunity to respond to this complaint and clarify the events surrounding the guests stay from June 20 to June 27, 2025.

  
  The guest was asked to vacate the property after we received multiple noise complaints regarding loud and persistent barking from her dog. While the guest now refers to the dog as a service animal, she previously identified it in a separate review and during interactions with staff as an emotional support animal. Emotional support animals are not covered under the **** protections for service animals, and our pet and noise policies still apply.

  
  Our on-site manager followed protocol by issuing a written notice and attempted to discuss the issue with the guest in person the following morning. Despite these efforts, the barking continued, disrupting the experience of other guests, including a long-term resident working night shifts who was unable to sleep during the day.

  
  While we understand the guests frustration, our responsibility is to ensure a safe and comfortable environment for all guests. As a courtesy, we offered a solution: the guest could relocate the dog to another property. Instead, she arranged for her daughter to switch places with her. We advised that the daughter must check in through the front office prior to occupying the unit. However, they bypassed this process by arriving after hours and having a maintenance staff member let them into the unit. This violated our check-in procedures and terms of occupancy.

  
  As a result, and after unsuccessful attempts to resolve the matter, we were left with no choice but to contact the sheriff the following day. The unauthorized occupant was cited for trespassing.

  
  Regarding the guests remarks about our staff, we are proud of our diverse team and maintain a zero-tolerance policy for discriminatory or disrespectful behavior. We expect all communication to remain professional and courteous.

  
  At this time, we believe no further action is warranted. Our team acted in accordance with policy, communicated clearly, and provided options to resolve the issue before asking the guest to vacate due to valid and repeated disturbances.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23549513
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  1. Extra charge on credit card for charges not identified at check in 2. Unidentified person harassing us stating he is the manager, *****, and wanting to know if we are staying here, what room we are in and why we dont have wrist bands on. Came up to a child confronting him and then the women after our spouses left to run to the store.