Complaints

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:06/05/2025

  Type:Sales and Advertising 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 paid $1,659.23 for a stay from 6/2/25-6/8/25. The first room I was put in showed signs of bedbugs. I was then moved to a second room which also showed signs of bedbugs. After that I researched about the hotel and found theyve had multiple lawsuits regarding bedbugs. I checked out and drove back to ** through the night arriving back home around 6:30am on 6/3/25. Management refuses to speak to me regarding a refund. I contacted the third party app I booked through and they reached out to the hotel. The hotel is saying I never checked out and that Im still in house which I definitely am not. I gave the approximate time I checked out, a description of myself and of the gentleman to my left when I checked out to pull up on security cameras. I not only spent the money on the hotel, but I also wasted a week of vacation at work. The hotel isnt clean and they wont talk to me. Theyre lying about me still staying there. They say they tested the rooms and that theyre fine. If they are willing to lie about me still being at the resort, they clearly will lie to avoid more bedbug issues after the lawsuits already filed against them. All around bad business.

• Initial Complaint

  Date:05/28/2025

  Type:Product 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.

  My husband and I checked in the crown reef resort on May 4th 2025 we had a two day stay but when we went into the bathroom the next morning we discovered what looked like mold in the bathroom we called the front desk and they said we could change rooms but we decided that we just wanted to leave and they said that they would refund all our money back but they only refunded part of the night we didnt stay I would like all my money back I have also attached pics

• Initial Complaint

  Date:05/23/2025

  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.

  Stayed at crown reef for three weeks last October left on 10/30. Due to bedbugs. I have pictures and videos. Had to throw out all my luggage, clothes and expensive headphones. The hotel has done nothing since then to make it right. Repeating calls go unanswered. Id like reimbursement for my clothes and headphones. I have ** notes from the bites we got.

• Initial Complaint

  Date:11/15/2023

  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.

  We bought into crown reef resort October 12 2023, we were told while we were there we had 30 days to change our mind, we had the worst vacation ever in my life. When we arrived home on Oct ******************************** the morning I looked on the contract to see what to do to cancel. It said you have 5 days to send certified letter to cancel. I immedietly sent the letter out that morning. It said Sunday wasnt included. I never heard back so I called and they said it was too late it was the 6th day. I could understand if it had been longer but by like 8 or 9 hours now I cant get my money back. I didnt even think they counted the day we signed, They should be able to get away with this

• Initial Complaint

  Date:08/24/2023

  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.

  August 2nd, I checked into the Crown Reef. Instantly upon opening the door, the room smelled like animals. As we walked through the room we noticed dust around the base of the ****** bed mattress, a dirty floor and stains. I called the front desk at 2:51 pm, and waited for ********************************************************************************************************************************* the room due to the smell and my allergies to pet/pet dander. Once we got a new room the key didnt work. I called the front desk and I was told its people in front of me and they would send someone as soon as they can. I responded that someone needs to come within **** minutes, my kids are hungry and we had been standing in the sun for almost an hour at that point. If they cant send someone in the next few minutes I can come get a refund and find somewhere else to stay in which the employee responded you can do that too, which I found very unprofessional. Upon entering we noticed the dirty floor, wall, and ceiling stains. So we look at the bed and bathroom which appeared to be doable considering the circumstances, so I cleaned the room. Later we noticed more filth. The only reason I stayed at the property is my whole family, almost 70 members traveled from all over ***************** to meet here for our family trip. On August 3rd I left at 8:00 am to attend a time share presentation and noticed my car had been vandalized. Upon returning to my room I called to see if they had security cameras. The employee told me she couldnt tell me that, I would have to call the police and get a police report. I again explained and she refused to answer. The next morning the officer came and was told only a manager could review it. As if this experience wasnt unpleasant enough, me and my children were at the pool and another guest told my daughter not to get her black a** in the hot tub. This was very upsetting and caused us to limit the amenities we used on the property.

  Business Response

  Date: 09/03/2023

  This guest was told by the police that there was no camera footage to watch due to the location of the vehicle. The guest did not believe the officer or the property representative.
  We tried to accommodate this guest needs by offering to change the room but they were very difficult to deal with and did not want any help. We did offer a refund for them to leave since they are not happy, but they refused to leave the property. 

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20514634
  
  I am rejecting this response because it is a false statement. In my original complain I acknowledged that the hotel switched my room, however it was still not up to my standards of cleanliness so I cleaned it and made due. I would also like the hotel to provide footage or documentation where they offered additional accommodations or a refund and I was being difficult, that never happened. They also never responded to my initial emails that were sent to them on August 16, 17 or 21 after repeat calls to them to follow-up on the report which is why I contacted the BBB. Last, as you can see from the attach incident report the hotel never informed me or the officer that there was no footage, we were told that a manager had to review the footage and would follow-up with the police. As of 9/5/23 the hotel had not followed up with me. I emailed the police department and their response is attached. I am requesting a 50% refund due to an unsatisfactory stay. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/14/2023

  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 booked my vacation for the first week of August a Monday through Sunday being 7/31/23-8/6/23 I get to the resort and was informed I got there a day early and I explained that there must be something wrong with the booking I booked for the whole week so I continue checking in thinking Im get things on track with my trip Im thinking I was charged my initial rate of **** plus tax and parking but once I get back home from my trip I realize I was charged another 395 for the missing Monday night a super inflated price by any standard . I call mangers and im still waiting for a call back to review as to why this happened but now I see as per all other reports on this website that are true ..the rooms we not up to standards that reflect the price the . staff at check in were not helpful nor we thing explained properly a lot of eye rolling and lack of communication the pool staff was very disrespectful and tried flirting with my self and my teen daughter while in the hot tub and when I asked another other parts of the staff for the names of the employees no one would say so I couldnt do anything let alone feel safe allowing anyone in my room while on the trip I took the time to look into the timeshare and was considering it but after this experience I dont think I will be going forward with that at all

• Initial Complaint

  Date:08/31/2022

  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.

  My family and I got a room from 8/22/22 to 8/29/22 . We arrived a day late on the 23rd . We requested a ocean front room . Upon getting our room it was not a ocean front . It was attached to the sun deck where people were out at 11:30pm yelling and partying and allow their children to raise **** . There was blood on the pillow case , dirt in all the corners of the room . We were moved to another room the next afternoon where that was also not the cleanest but because we were told no other rooms were available we choose to suck it up . During out time there with dealt with dirty pool areas , People spitting and throwing trash on us from the upper levels above the pool areas . I called the front desk just to be told their is nothing they can do and they are sorry . After the pool attendants leave around 5:00 the pool area becomes unchecked . I cut my finger open on one of the many exposed tiles they have on the lazy river. Asked a pool attendant for a band aid and was told they have none and to try a drug store to get one.
  My wife was going around the lazy river when a guy began to take pictures of her cleavage and a minor child who was also in the lazy river. We contacted the pool attendants who contacted security who just told the guy to leave the pool area . On Saturday when I voiced my matters to the lady at the front desk she then said I should fill out a report . A young kid from security came to our room to fill out the report and then told us that the same man followed a minor child into the elevators and that the police were at the resort that morning ( 3 days after the incident ) looking at his phone for photos . My guess is they lied to try and make us feel better or that man was continuing with his actions . Our security latch on our door was broken , asked when the lazy river incident happened to fix it and it still wasnt when we left .
  We received a $100 credit a $50 resort credit which we were unable to fully use .

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 8, 2022/09/14) */
  We sincerely apologize for the issues you encountered during your stay. Our records show that your room was ready and waiting for you on your scheduled arrival date of 8/22/2022. Although the unit you were placed in was on the sundeck level, it was still oceanfront with a direct view of the ocean. We do have At Your Service agents available at all times to address any issues that may arise, including a disturbance on the sundeck. It looks like you were shown a couple of different room options after checking in and declined to move at that time. On 8/24/2022, you spoke to the supervisor on duty, and she set you up to move to a higher floor. It was never stated that was the only room option, but the supervisor did contact you after the move to make sure everything was okay. It was confirmed that everything was fine, and you were heading down to the beach. Pool attendants are on duty during all times that the pool is open, which weather permitting is 9:00 am to 11:00 pm.
  
  Regarding your injury, we do not have a record of the stated injury to your finger, as it was not mentioned to either supervisor you spoke with. We hope you are doing better. If you would please contact the resort, we can certainly complete an incident report with the additional details. You can reach us at our main number 843-626-8077.
  
  The "guy" you mentioned at the pool area was made to leave property. The full description of his actions was only given to the At Your Service agent after the guy vacated the premises. To our knowledge the guy in question was not seen back on property , nor was he involved in any other incident. Your feedback will be forwarded to the appropriate department heads for review. While we apologize that you were unhappy with your stay, we did try to resolve issues that were brought to our attention at the time of your stay. We also show you were issued a goodwill refund of $100 and a $50 Resort Credit in which you accepted and used.
  
  Again we apologize for any issues that you encountered during your stay, and do hope you will allow us the opportunity to serve you again in the future, no additional compensation will be given.
  
  
  Consumer Response /* (3000, 10, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I believe I should receive a refund for at least half of the total I paid for the room. It was a horrible experience. I will never again stay at your resort.

• Initial Complaint

  Date:08/18/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Was required to stay at Crown Reef Aug 4-7th for a baseball tournament. Stayed in room 327. It was disgusting. Checked out 1 day early due to deplorable conditions. I have pictures to prove. Mold, must , dirty, grimy everything, stains on rugs on balcony, roaches, stains on bed skirts. my son was coughing horribly. We only stayed because of tournament. Charge card was charged 309.45 July 14th, this is even before we got there on Aug 4th. I tried calling the front desk and left messages. Due to baseball tournament we did not have have much time to track front desk down and move around. So we left. On Aug 4th we were charged 728.80. That is over 1000 for 3 nights in deplorable conditions. I am asking for my my money back for the last night I didn't stay. And some money back for the 2 nights I stayed in deplorable conditions at this hotel. How can an inspector even pass this? This place is ripping good people off. If they didn't have all of my money already and it wasn't required for the baseball tournament, I would have turned around and left the moment I saw these rooms! I also was trying not to ruin my son's fun vacation and baseball tournament with his friends. All others on our team experienced the same deplorable conditions. I truly would hate to see more people being taken advantage of from the Crown Reef. NOBODY deserves to be placed in this dump! Especially for over 1000. for 3 nights!

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 6, 2022/08/26) */
  Thank you so much for reaching out in regards to your recent stay, we apologize for any issues that you may have experienced during your stay. I have reviewed our files and did not see where you had contacted the front desk upon arriving in regards to the conditions of the unit. We have housekeeping and maintenance services available 24 hours a day and we would have loved the opportunity to assist you with any issues. When you departed did you speak to anyone about leaving early as we have no record of this call on file. We certainly never want anyone to have a bad experience with us however at this time we are not available to offer any type of discount or compensation as we were not given the opportunity to resolve your issues. I have passed your complaint over to our department heads for review.
  
  Regards
  
  
  Consumer Response /* (3000, 8, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We did contact the front desk, and for a room in that condition, there was nothing housekeeping could do to resolve my issue. I spoke with the baseball families and they were moved 2-3 times and were still put in deplorable conditions. Also, my point is NOBODY should have to even be placed in those rooms to being with. I cannot see how this place can be passed for business. I will not stop trying to get my money back and making it right for other people so they do not get taken advantage of by the Crown Reef.