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Business Profile

Hotels

Courtyard Jekyll Island

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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:01/30/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My charges were duplicated. Was returned then taken again. I was tod it would fall off. It did not
    I was told i would be refunded which I was and then it was taken again.

    Business Response

    Date: 02/18/2025

    This guest was authorized for room, tax, and incidentals upon check-in per Marriott policy. This guest then inserted their card at check-out (receipt shows entered via chip on 1/5, instead of check-in date on 1/4). Because this guest provided their card a second time, it authorized the card twice. However, because the initial authorization on 1/4 was an authorization, and not a charge as shown on 1/5, it falls off after 3-5 business days upon check-out. As of 1/5 at 11:38AM EST, we have released the hold on the guest's initial authorization. When these authorizations are released, they will not appear in the bank statement as a refund or a separate line item. You will generally not see these returned to your bank via the statement or transactions. Instead, the funds will simply be added back into the account as the pending charge would have been released. The pending charge will disappear and the funds in the account will increase. We have reviewed our reports multiple times to ensure accuracy, and do not show duplicate charges on our end, as we have informed the guest. The only charge we see for this guest are the room, tax, and incidentals outlined on the attached folio. If the guest is able to provide us with the authorization codes listed on the charges shown in their account, then we will happily review our reports again to see if we can pinpoint the particular authorization codes. Unfortunately, we only show one in our reports (******, shown on the attached folio). See attached folio.

Courtyard Jekyll Island is NOT a BBB Accredited Business.

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