Business ProfileforThe Island Resort

Booking.com confirmation: 2415258926 PIN: 2627 Amount paid: $1705.53 On 6/20/23 $150 paid on 7/15/23 at property for incidentals. We arrived at The Island Resort in Ft. Walton Beach, FL, on 7/15/23. Once entering our room, we noticed bugs on the bed. Upon pulling back the sheets for further investigation, we found several hairs — of different colors and lengths on BOTH beds. There was also food crumbs all over the floor. In the bathroom there was hair on the toilet seat and clumped behind door as well as on the AC unit. We left the room and asked for a different room, but was told they were sold out. We immediately started looking for a new hotel. We spoke several times with a Booking.com rep. The hold up in initiating the refund was on the hotel’s side. Upon looking into it, we found out that the contact info that Booking.com had had not been updated and was no longer in use, so they couldn’t even reach the hotel. We were told by the staff that we wouldn’t get a full refund and would be charged for the first night. We spent 0 time in the room after discovering how filthy it was. In fact, we chose to sit outside in a lightening storm rather than be in the filth. Costumer service as been awful! No managers seem to work there or care. We are now back home, and cannot get through. When we did speak to someone at the corporate level, they told us they had initiated a partial refund of $1200 on 7/16 — although that hasn’t hit our account yet. We asked to be refunded the entire amount, given the circumstances upon which we wanted to leave and that we never were in the room or the pool/amenities. We were told the actual resort manager would have to okay that, but of course we cannot get ahold of anyone there. We want our full refund and the $150 for incidentals that they pre-charged. Our first day in Florida was spent on the phone and at the front desk trying to get a resolution.