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Hotels

Ocean Pointe Suites at Key Largo

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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:01/10/2024

    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.
    We booked a 3-nights stay at Ocean Pointe Suite (non-refundable) during the new year **** (12/30/23 - 1/2/24). Upon arrival, we immediately found one of the bathroom in our suite has a broken faucet handle, and the water is barely dripping, totally unusable. We also found the other bathroom's shower is also not working, the bathtub faucet gasket is leaking, which made the shower not working, barely dripping water. We informed the guest service, and the maintenance person came. He confirmed both problems, but said they didn't have the parts to fix the issue. When asked for switching to a different room, he said they are fully booked and unable to switch us to any other room. He then promised that the management will call us and give us a discount. The management call never happened during our 3-days stay. For 3 days, we the whole family (5 person with kids) have to share the only shower in one bathroom, and then move to the other bathroom to use the only working faucet. It's absolutely not an enjoyable experience. On the last day before checking out , I called the guest service again. They later called me back and said management agree to refund $50 (out of ~$1,700 hotel cost) for the first day of our stay. We argued that the problem was so severe and it was never fixed during our entire 3 days stay and request to speak to the management. They promise management will call me back. 2 days passed and no one ever called me. I called their guest service again, and they again promised me they will inform management and call me back personally. Which also never happened up till today (4 day passed). I am very unhappy about their way of handling issues like this.

    Business Response

    Date: 01/15/2024

    Dear Ms. ************** sincerely apologize for the inconvenience you experienced due to the maintenance issues during your stay with us. It is regrettable that we couldn't address the situation promptly, and we genuinely appreciate your understanding.

    Upon inspection, we found that although the shower head had a water pressure issue with the diverters, it was still usable. Nevertheless,we have rectified this issue to ensure a seamless experience for our guests.Additionally, the broken faucet was specifically related to the hot water ****,while the cold-water k*** remained functional. We acknowledge that the repair took longer than expected, as we had to wait for the necessary part to arrive.Rest assured, the faucet has now been replaced.

    In recognition of the inconvenience caused, we have credited your credit card with an additional $337, in addition to the $50 initially adjusted. We understand the importance of a comfortable and hassle-free stay,and we regret falling short of your expectations on this occasion.

    Thank you for bringing these matters to our attention, and we sincerely appreciate your patience and continued patronage. We are committed to ensuring a more pleasant experience for you in any future visits.

    Customer Answer

    Date: 01/19/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    Ning Song

  • Initial Complaint

    Date:08/02/2023

    Type:Sales and Advertising 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.
    We stayed at this place from July 17th - july 20th. After we had left with everything like we had found it . I was checking my credit card statement and found there to be a extra charge of ****** on my credit card. I called Ocean pointe suites to find out we were charged for damage to the dining room table. They are saying there are burn marks. THese marks were on this table when we got there covered up by a tray they had sitting on the table. We never cooked in this condo and no one in my family smokes. If we had done a bit of damage to anything we would have reported it right away. we are very upset about this that they are trying to rip us off for something we did not do.

    Business Response

    Date: 08/17/2023

    The guest has contacted the hotel and the charge in question has been refunded after investigating the charge. Attached is a copy of the guest receipt showing the refund made on August 1st. 

    Guest also left a comment on our TripAdvisor page where we again confirmed that the charge was refunded back.

    At this point the refund has been completed to our understanding. 

    Customer Answer

    Date: 08/17/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

Ocean Pointe Suites at Key Largo is NOT a BBB Accredited Business.

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