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:03/08/2023

  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.

  In early April 2022 I took my wife and five kids to the beach and stayed at Compass Cove resort in a three bedroom condo that I paid almost $900 for upon arrival the first room was covered completely in dog hair dirt and broken cabinets which we said something to them about and they moved our room. Which once again was covered in dirt filt and f**** all over the hand towels and in the bathroom I had a child that was on oxygen at the time from premature lung disease and also a child with a heart condition so these filthy conditions were not okay. As we tried to complain to management about these issues they pretty much just wrote us off I've tried to contact upper management via email with no response you can't get anybody on the phone I even went through their main management company and still have not heard anything or had any resolution. It would be nice for them to refund my money because in my opinion dog hair dirt filth and f**** is just not acceptable when you're paying top dollar for a resort. Matter of fact it is disgusting and for them to just write it off even after I showed them the pictures of the room they went up and looked at the rooms themselves they pretty much just told us there was nothing they could do. When really they could have given me my money back and comped our stay or giving me an additional four nights stay at a later date to possibly make up and give another chance to the resort and hopefully it would be better managed and cleaned but to just write it off like it was nothing is unacceptable and to not be able to get a hold of anybody even after showing them the pictures

  Business Response

  Date: 03/18/2023

  Hi All,

  thank you for your email. I don't have any guest  that have stayed with us under his name. Was the room rented by some else?  I have try reaching out to ************. to get a room number and I haven't heard back as yet. 

  Please let me know if you hear from him again. 

  Once again thank you for your email.

   

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19556242
  
  I am rejecting this response because:
  II have not received any communication from them as they stated whether it be email or phone call leaving a voicemail or anything.. saying that they never had any guess under my name is definitely inaccurate. As far as knowing the room number or room was moved so not necessarily remembering the room number. But I have attached my reservation number that shows the dates also attached multiple emails that they had me send to them while I was sitting in the office talking to them to have me send them the pictures so I attached those as well everything shows that I did in fact stay there and even tried to communicate with them the issues before I even checked out
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/17/2023

  Type:Sales and Advertising 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 will never stay here again. We have always stayed here and prior to the new management have never had any complaints or problems. I have been treated very poorly since arrival today by the front desk clerks who wouldnt understand the fact that my reservation had been modified without my knowledge and the price I understood to have left to pay wasnt what they had. They argued with me over and over until I finally just gave in due to frustration asking her to remove the extra breakfasts that were added without my knowledge and we would just take the free ones we were promised during booking. Once I arrived in my room I realized I did not have the breakfast coupons in the book like she had stated so I called the front office to ask about them. Again I was treated rudely and dismissed without any consideration that maybe I was not given them by accident and not on purpose like I assumed by the awful hotel clerk. Upon getting into our room the wall bed was pulled down for my children to sleep on and an empty condom wrapper falls out!!!! I refused to let them sleep there and pull down the sofa bed where a huge wooden board full of splinters is laying! No point in trying to call and discuss this with anyone because clearly they dont care about their customers!!

  Business Response

  Date: 01/26/2024

  Greetings ****,

  Thank you for taking the time to leave your review. We apologize that you had a negative experience at the resort with the condition of the room and the delayed response in getting these issues resolved. I would like to invite you to get in touch with me directly so we can discuss this further and ensure that your expectations are met. Please feel free to contact me at *********************************************. I look forward to hearing from you soon! 

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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.

  My wife and I booked this resort from 12/26/22 through 1/1/23. Account number *******. We paid $1,054.31. When checking in on 12/26/22, we were not informed of any issues at the resort ( in which they were already aware). We had no hot water our entire stay at this resort, and we were encouraged to utilize a room to shower in across the resort in a separate building. My wife is pregnant, and it being very cold outside, I tried to inquire about other alternatives. We were rudely told by front office that "the water should have been fixed already" and even questioned, "you wife is pregnant?" as if we were lying or something. Half of the amenities at the resort were also closed, which we were not told about. Signs were clearly posted prohibiting smoking in the pools/jacuzzis, but that was not enforced. We did not get to utilize the amenities like we would have liked, as individuals were constantly out there either vaping or smoking. In addition, the overall resort was nasty. Dog urine was left all day in the hall near a trash can, and was covered up with a towel rather than being cleaned. The last full day of our stay 12/31/22, we went down for breakfast at the restaurant in the resort around 8:30am. They were very crowded with families, so we decided to get a plate to go. When we were in the buffet line (with multiple other families with children) to get our food, it was clear that the kitchen staff were having a disagreement in the back. They were being so loud in the kitchen, that everyone could hear them out there trying to get food, children included. The first thing I heard was, "I am tired of a god**** white man" and then the individual kept yelling "I don't give a ****" multiple times. This was very offensive to us. We ended up leaving on this day. The resort did offer $200 back in compensation, but we found this truly ridiculous, as we had to endure no hot water in our room for a whole week. Everyone got $200 back regardless of the length of their stay.

  Business Response

  Date: 01/11/2023

  We would like to take this opportunity to thank you greatly for your feedback regarding your stay! Not only do we value your experience with us, but we also greatly appreciate any constructive advice given in an effort to improve our accommodations. Your thoughts and concerns have been reviewed regarding the water issues, interaction with team members, and the experience in the restaurant. Once more, we appreciate the feedback you've provided and will work diligently to improve. I have emailed you an updated final receipt to reflect recovery of your experience. Have a great day.

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service 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.

  My husband and I stayed at Compass Cove Resort on August 29th and 30th 2022. I booked through booking.com but it was a privately owned condo the property management company was called Rent in ******* The room we stayed in was **** and it did not look like the room advertised in the pictures. The room need extensive repairs and was disgusting with stains on the wall and stains in the sides of the mattresses. The light fixtures were rusted. Nail polish was spilt and made stains on the sheets, grease stains on the couch. I tried to contact the property management company but the would not respond. In addition someone was banging on my door which was very scary. The property manager is false advertising this property and it is unsafe in the unit.

  Business Response

  Date: 12/06/2022

  Thank you for taking the time to send this over and please allow me to clear up some of the confusion. Compass Cove Resort, LLC. is not affiliated with Rent In ******* They are an offsite rental company that does not participate in the onsite program. We manage over 85% of the units on site, but unfortunately the one you stayed in was not under our portfolio. I would recommend contacting their office directly for resolution.

• Initial Complaint

  Date:09/28/2022

  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.

  On august 30,22 I received an email stating that compass cove resort cancelled 8 hotel accomodations I made thru booking.com. when I called to ask why my accomodations were cancelled I was told by the call center representative that compass cove does not honor booking.com book now pay later option. I was then advised I could book directly with the hotel to reserve these accommodations. I did so and paid deposit for 8 hotel rooms on august 30. Once I arrived I was told my booking had been cancelled because of the duplicate accommodations made through compass cove and booking.com. I was traveling with a church group and advise the night shift manager I needed accommodations. She stated the only way I could stay was if I paid in full and she would reactivate the 8 accommodations through booking.com. I then had to ay the full amount because I never received a refund from any of the cancellations. I showed proof and she stated maybe I was hacked by my method of payment.

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 8, 2022/10/07) */
  Miss ******, Could you please give me a call or send me an email so I can attempt to assist you? You have numerous reservations and I need a bit more information to help you.
  
  
  Consumer Response /* (3000, 10, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Who is asking that I call or email them? What's the direct contact information?
  
  
  Business Response /* (4000, 12, 2022/10/12) */
  I am the resort manager, Autumn S****. My direct line is XXX-XXX-XXXX.
  
  
  Consumer Response /* (4200, 14, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have reached out in today but we have not reached a resolve as of yet!
  
  
  Business Response /* (4000, 16, 2022/10/22) */
  *****, Thank you for taking my call earlier! Per our conversation I will be sending the information to my onsite accounting manager as well as our corporate office to try and find the duplicates of the deposits. As stated I am not showing them in our system and will need accounting to search for the activity on the card you paid them with. Please let me know via email if there is anything in the meantime that might help.