Complaints

This profile includes complaints for Compass Cove Oceanfront Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Compass Cove Oceanfront Resort

  2311 S Ocean Blvd Myrtle Beach, SC 29577-4744

• 

  Compass Cove Oceanfront Resort

  PO Box 1948 Myrtle Beach, SC 29578-1948

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:06/30/2025

  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.

  06/27/25-7/2/25 hotel stay in queen one bedroom suite. Mold everywhere. See pictures. My childs asthma is triggered due to the mold in the room. Spoke with customer relations and the front desk twice-no resolution.

  Business Response

  Date: 06/30/2025

  Good Morning Elizabeth Smith,

  On behalf of the entire team here at Compass Cove I do sincerely apologize for the condition of the unit when you arrived. Our goal is to ensure all of our guests enjoy their stay with us. As a gesture of goodwill, an agent from the front desk will be giving you a call this morning as we are going to give you a free upgrade to a Pinnacle Oceanfront Deluxe Queen Suite for the rest of your stay.

  Sincerely,

  Benjamin Greene

  Resort Manager

  [email protected]

• Initial Complaint

  Date:06/18/2025

  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.

  We are here now. Checked in June 15. We are very disappointed. Arrived at 6pm. Check in was 4pm. Room isnt ready. 630pm we get a text room is ready. Thank goodness we didn't show up at 4pm. Then it took 3 times to get us into our room!! They gave us the wrong room number the 1st time (it was already occupied!). Went back to front desk. 2nd time we got up here and keys wouldn't work. Back to front desk. They refused any type of discount for the issues. 3rd time we got in. Door had been left open and that's why we couldn't get in! That is concerning as who knows who could have entered before we occupied it with our 2 children. Get in room.. only for there to be a text that water will be turned off due to leak. No toilet paper in bathroom (we had to **** for it and found 1 roll). Turned TV on and it was broken. They did come the next day and replace. This is our 3rd day here and each day we've received texts about the water being shut off for repairs. 2 elevators are down. Waits are long to use them. I'm at a loss. They have a text system and offered a $50 discount. We were told to contact Manager of **********. After speaking with her she said she would call us back. No phone call. I text the system they have and asked when she would call and she called the room. She did not remember who I was or what I wanted. I explained again. She looked at our account and said "oh, I refunded you $100 yesterday." I said ok. That is "please shut up and go away" money and the amount is disrespectful considering our issues. I am tired of discussing this with the front end people. She obviously didn't care or should would have called me like she said or at least remembered why we spoke. Either this happens alot here or the staff just doesn't care. I wonder what the rest of our stay holds? It's been one issue after the next. We will never stay again. So disappointed in how this has been handled! And a ***** is next to their coffee kiosk tonight. Icing on the cake!!

  Business Response

  Date: 06/18/2025

  Greetings ***** ******,

   

  Thank you for taking time to speak with me today in regards to the issues you experienced during your stay. Our goal is to ensure all of our guests enjoy their stay and sincerely apologize that we dropped the ball. Per our conversation, I have issued a $275 credit to the account as a gesture of goodwill and will address the concerns you brought to my attention with the applicable department heads to ensure this does not happen again in the future. If I can be of any further assistance please do not hesitate to reach out. 

   

  Sincerely,

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

  Resort Manager

• Initial Complaint

  Date:04/16/2025

  Type:Order 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 booked a room at this hotel. I checked in on April 13th, and checkout is scheduled for later this week. My complaint is regarding failure to enforce their own parking guidelines. On the website, they advertise ** charging as an amenity, and there are spots dedicated to ** charging on the first floor of the west garage. There are signs that state ** Charging only. I depend on these parking spots to charge my **. But Ive been unable to access these spots due to other vehicles, of which are not **s and have not been connecting to the charger, ignoring the rules. I have made three complaints. I was told by an employee at the front desk I will handle it. However, the vehicles remained parked in the ** dedicated spots. They even have a sign warning guests that any violations would result in their vehicle being towed by the ***************** in which they have a contract but their security staff has yet to request the company to tow the vehicles belonging to guests breaking the rules. They should enforce their own rules to ensure those, like myself, who specifically chose this hotel due to available charging, can actually utilize the charging station!

  Business Response

  Date: 04/20/2025

  Good Afternoon ***** Family,

   

  On behalf of the entire team here at Compass Cove I would like to offer my sincerest apologies that there was a vehicle parked in our EV spot even though they are not an electric vehicle. I have addressed this with my security staff to ensure this does not happen again. We have a contract with a local towing company that will pick up vehicles that are not obeying our rules. Again I am sorry that this happened during your stay and we will address this on our end to ensure this problem is resolved moving forward.

   

  Sincerely,

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

  Resort Manager

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  When we got into the room it reeked of mildew. I have pictures of the mold in the bathroom in the corners of the tub and on the ceiling. The carpet was not vacuumed and there was a huge hairball on the floor. I also have text messages that I contacted the front desk asking them to please clean the place up and they said they would but they never came to do any of that. They're also several feral cats running around the property. I counted at least 10 there could be more. There was rust on the stove and dirt on the side of the refrigerator. This place is not taken care of at all and it is not worth the price.

  Business Response

  Date: 09/19/2024

  Greetings *****,

  Thank you for taking the time to provide the feedback from your recent stay at Compass Cove as we continuously strive to improve the services we provide our guests. On behalf of the entire team, I would like to offer my sincerest apology about the condition of the unit upon arrival. I would love the opportunity to personally speak with you. What is the best contact number for me to reach out to? 

  Sincerely,

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

  Customer Answer

  Date: 09/20/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:09/03/2024

  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.

  We stayed at Compass Cove from 8/24-8/31 2024. We paid a little over $3000 for an oceanfront 3 bedroom condo. We were excited about all the pools however upon arrival it was discovered many spa jets didnt work, many pools were a weird color and they were extremely rough and in need of repair. All 3 kids got badly scraped toes and I just assumed it was from the pools being concrete however upon entering the indoor pool by the water slides, I realized it wasnt just a rough pool. The bottom was so porous and rough it felt like walking on pumice stones. However the worst of it was discovering an extreme German cockroach infestation in our room. We killed at least ***** roaches from babies to adult size in the kitchen, both bathrooms, and all three bedrooms. We had to keep our clothes outside on the balcony in sealed plastic tubs in order to assure we wouldnt bring them home with us. We called the front desk on day 2 of staying there and were promised to send someone to treat our room well that never happened. And to add insult to injury my 13 year old got a nasty spider bite while sleeping the last night we were there. There was also mold growing on the ceiling in the kitchen that wasnt cleaned, and we had a 3 month old baby with us. We enjoyed the DJ and Italian ice that was for sale by the pool but it seemed like they were a bandaid for a disgusting hotel. The elevators were covered in a warped plywood and made loud banging noises whenever passing the 6th floor. We also requested more toilet paper and told it would be sent right up but we never received it until 2 days later after tracking down housekeeping. We always get a beach house when we go to ****** but thought we would go the resort route this year because of all the pools offered but I highly regret this decision. $3000 during non-peak season was a ripoff for the experience we had. (Also saw roaches on the floor in the crows nest bar)

  Business Response

  Date: 09/19/2024

  Greetings ****** ****,
  Thank you for taking the time to provide the feedback from your recent stay at Compass Cove in August 2024. We value all guest feedback and are displeased to hear that you did not enjoy your stay with us. What would be the best contact number for me to give you a call to discuss this further? Our goal is to ensure all of our guests enjoy their stay and I would love to opportunity to speak with you. 

  Sincerely,

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

  Resort Manager

• Initial Complaint

  Date:08/29/2024

  Type:Order 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.

  I called Compass Cove and made reservations for August 26 to check out the 30th. I specifically ask for ocean view, kitchen, balcony and 2 queen beds. They tried putting me on first floor. I told them I requested an oven view, they would not listen to anything I said. They acted like they didnt understand me. I was forced to pay $140 more if I wanted ocean front. This is totally wrong. Please consider refunding the $140 back to me.

• Initial Complaint

  Date:08/27/2024

  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.

  Booked the room for my children and I. We're unable to make it due to the bad weather and a state of emergency issued. Called and was told that I could not get a refund unless there was an emergency evacuation issued. Had to reschedule before the day that we were supposed to go which was two days away. Called back to schedule a date and had to randomly pick a date bc the dates that I wanted weren't available. Got the run around about the fact that I only wanted to book one date instead of two because the customer service was so so bad. Booked the room and ended up calling back because I wasn't going to be able to make it. This lady by the name of ******* told me that I could get a full refund because it was within 14 days of the arrival date. She sent a confirmation email and told me to expect my funds withing 5 to 7 business days. The next day I received a voice-mail from ******* that stated that she made a mistake my booking was canceled but I could not get a refund. No let me include my daughter did the same exact thing that I did, canceled hers and got a full refund. I called back spoke with *******, ****************, ******, ******* and *******. Got hung up on twice. Did not use vulgar language at all was very nice. Was still told I can not get my full refund due to policy that does not state from the original date only the booking date. They came to the conclusion that they could only refund me half of thr amount I paid. I refused to accept it and was told that I would receive a call from ********* the Director of Reservations. ********* called rhe next day with the same story. I advised her I was not going to stay at that hotel after the customer service that I received getting the run around and also advised her that I wanted my full refund. After speaking with her she insisted she would give me $150 back as a refund, again I never agreed to this. I want my full amount that is owed to me. This company rips people off and has horrible reviews on the website.

• Initial Complaint

  Date:07/11/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  At first, I really had high expectations for this resort. We booked the Mariner oceanview room for 6 adults and 4 children for 07/08 to 07/10. While we made the best of the situation, there were several drawbacks to this resort. First, I emailed them prior to check in because they had a lower rate on their website after I booked. I never heard anything. One elevator floor screen is broke. Half of my group got stuck on the elevator. Then on July 8th, my 9 year old daughter tripped over the metal piece holding the carpet down at the elevators, causing her to land on her chin and resulted in a large bruise. The metal piece was lifted up/broken. It could have been much worse. For dinner July 9th, I asked concierge for help. I told her we had a budget and she gave us **** coupons to *********. We left the restaurant after paying a $300 bill which was the result of 12 meals all under $25. 4 of those were kids meals and 1 ****** salad! The first night we were there, I went to open the door to the balcony and the handle just came off. I called and they sent repair up. But the room, while from first sight looked beautiful, was filled with cockroaches. Not Palmetto bugs, but German roaches. Also, our first night there was a group of teenage boys that were high. Yelling profanities at my children and I. I called the front desk to report this. It wasn't handled. I know it wasn't because the next day, one of those boys met us getting off the elevator, got into my 11 year old sons face and called him a fu**ing ni**er. The last thing, my sons girlfriend left a blanket behind she has had since she was 3. She is devastated and the resort told them to file a form online. I would love to give this resort another shot when we go to ****** next year, but we had a more pleasant time at another last year which was comparable to the pricing of Compass Cove. My kids had a great time. In the end that's all that should matter. But I left feeling hurt and scammed.

  Business Response

  Date: 07/11/2024

  We will reach out to this guest in regards to their issues.  We are willing to offer the guest half off their entire stay for the issues they had.  While they had some issues while they were our guest there still was value in being here for 2 nights and enjoying all the amenities that the property does offer.  We will be reaching out to the guest to resolve this issue today so that this issue can be resolved.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21972357
  
  I am rejecting this response because:

  Compass Cove said they would get back to me and never did. I even did their survey and they emailed me but never mentioned anything regarding this supposed refund nor email me in regards to this complaint. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/12/2024

  Someone will reach out again today to address the concerns and process the refund.

  Customer Answer

  Date: 07/14/2024

   
  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.The manager of Compass Cove listened to everything I had to say and the issues regarding our stay. Their response was amazing and I would definitely give them another chance!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/09/2024

  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.

  Ok where do I start I went ahead and notified the manager then my AC unit was taken apart that leads from the room to the porch as well I had no toilet paper in my room I notified them at 4:30 and it's still 10:44 at night with no toilet paper we've called multiple times I also made a reservation two weeks ahead for a crib then they gave it away once I checked in I told him again and they said yep we'll bring it right up and then they gave it away like I said there's holes in my room my phone wasn't working I want to be compensated back

  Business Response

  Date: 07/11/2024

  We have been in constant contact with this guest since their arrival and continue to deal with them at the property level.  We have already refunded the guest $200 for the inconveniences they have been subject to while they have been our guest.  We will continue our conversation with the guest so we can address all their concerns for the remainder of their stay.  Our front office manager has spoken with ****************** personally to resolve his concerns and she is still in contact with him now.

• Initial Complaint

  Date:06/27/2024

  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.

  We stayed at the ******************** in room 341. The room was dirty, housekeeping lady had to come and clean the bathroom. My wife cleaned the rest of the room herself. We have a 1 year old and 6 year old travelling with us, this was our very first family trip. One of the bed's was covered in sand/grit so we all slept in one bed. The oven warmer door was hanging off and maintenance was able to fix it until the next day. The refrigerator wasn't working and when maintenance fixed it, the freezer leaked and spilled water all over the floor. Also we didn't have soap, or dish detergent and one of the TV's didn't have a remote. To top it all off there was a dead ***** found in then sink. Also the check-in process was HORRIBLE. We arrived at 2pm and our room was not "ready" until 4;30.

  Business Response

  Date: 06/27/2024

  Dear *****************************,

   

  Thank you for taking the time to provide feedback on your experience with our company. We strive to provide the best service possible to all of our customers and we are sorry that we did not meet your expectations. We are always looking for ways to improve our services and your feedback is valuable to us. What is the best contact for me to reach out and touch base? 
  
  Sincerely,
  *****************************
  Resort Manager

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21909803
  
  I am answering the question from the business.  I can be contacted by email, **************************
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/28/2024

  Good Morning *******,

  I sent an email to the address you provided in order for us to set up a time to discuss you recent stay. I appreciate your prompt response and I look forward to speaking with you soon. 

  Sincerely,

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

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21909803
  
  I responded to the email today.  
  
  Sincerely,
  
  *****************************