Complaints

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

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  Landmark Resort Hotel

  1501 S Ocean Blvd Myrtle Beach, SC 29577-4545

• 

  Landmark Resort Hotel

  PO Box 2310 Myrtle Beach, SC 29578-2310

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:07/07/2025

  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.

  This place was a complete mess since day one! They gave us a room but as soon as we entered the room it smelled MOLDY! I called and they came and only sprayed something smell went away for a little and in about an hour it came back! The room was not cleaned correctly everything looked old and nasty! I went down the next morning after checking in and they said they would come and clean the whole room they NEVER showed up! I went down and called again and they said they would go clean it they never went until the 3rd day to clean the room and even then the lady had an attitude for doing her job! Everything looked like it was falling apart and it was just a horrible experience only good about it is the pool area for the kids but even there the floors and all are dirty! It is not worth the stay to pay over $1200 !! Even the pillows had mold on them! The fridge was dripping water and all! Just a horrible experience!

  Business Response

  Date: 07/10/2025

  We have already given this guest, a credit of $200 back which is the best we can do seeing they decided to stay the entire time. 

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23563837
  
  I am rejecting this response because it was not on me to stay they would not give me my money back there was no vacancy ANYWHERE due to the 4th of July weekend! They didnt even give me another room because they were to packed supposedly! The $200 is maybe covering for one night and then there was a tropical storm as well! 
  
  Sincerely,
  
  ********* ****** Salunas

  Business Response

  Date: 07/16/2025

  We have already given her a credit of $200 like she stated and that is all we are going to give back. There was a lot of availably in ************ because like she said there was a tropical storm in the area which caused a lot of cancellations. She choose to stay.

• Initial Complaint

  Date:05/05/2025

  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.

  We were staying here for several nights but went down to the front desk after checking into the room. Room smelled like smoke, was filthy, blankets were covered in dirt, refrigerator was broken, floors were wet, there were clothing tags from previous guest. In addition, we got stuck in the elevator twice. Had random people knocking on our door. And when we went to the front desk to tell them about it, the front desk clerk was extremely rude and disrespectful.

  Business Response

  Date: 05/05/2025

  We apologize for the issues that were experienced while our guest.  We will immediately address these concerns.  A credit of $100.00 was issued and accepted at check out. 

  Customer Answer

  Date: 05/05/2025

  
  Complaint: 23281259
  
  I am rejecting this response because:
  The $100 credit was issued because of the hairdryer incident that I brought up when we were checking out. It was because they never brought us a replacement and I was worried we were going to get charged if it was missing. This didnt even begin to address the numerous health and safety concerns and code violations experienced at this hotel. I even told them I would be escalating this. I attempted to contact a supervisor while we were there and were told there wasnt one available.
  I also sent in photos/videos via your online form with no response.
  
  Sincerely,
  
  ****** *****
  

  Business Response

  Date: 05/06/2025

  The guest has been refunded 35% of her stay. We can offer no further compensation.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23281259
  
  I am rejecting this response because:

  This isnt about the money, its about know health and safety issues at your property that are overlooked. If it had just been our condo, we could chalk it up to one bad unit. The fact that everyone we spoke with was appalled at the condition of the property and the lack of customer service, speaks volumes. A 35% off doesnt help when people had to pay double to stay elsewhere to avoid having to be in their unit. 

  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/30/2025

  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.

  Ive been here since Sunday4/2725 They have not cleaned the hallways somebody peed on the fourth floor hallway and I reported that its still there its the 29th now. Its on the wall and floor, same trash in the hallway on 4th an fifth floor there An then I had a friendly visitor yesterday on my wall and I was trying to cook dinner and theres another friendly visitor. They said this was Better Business Bureau registered it is not BBB creditedthat is a lie. They said the deposit was $200 on *******. It wasst when I got here They charged 250 this place is a dump. I dont care if it has an 8.7 star. I went ahead and looked up more comments and found over 30 complaints after I seen my 2nd cockroach about cockroaches and filth, the staff is friendly enough, but other than that, I am so disgusted . I will say they did upgrade the rooms from two years ago but two years ago when I pulled the bed out of the couch, there was food a pacifier other nasties they had come cleaned the room . Yeah you couldnt pay me to stay here again

  Business Response

  Date: 04/30/2025

  I met with the guest this afternoon and addressed her concerns.  A refund will be issued. 

• Initial Complaint

  Date:08/13/2024

  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.

  Check in date: 7/15 Check out date: 7/19 Name: *************************************** At check in, is when they let us know that parking is an extra $12 a day and there's no housekeeping. Had I known that beforehand, we would have looked elsewhere, as we had a budget that we needed to stick to.They also charged me nearly $100 more than what my balance should have been after booking. We did stay for the entire reservation, as we had no choice. We had a certain budget and weren't able to go to another hotel. or find one available to fit our needs in the middle of summer at the beach with 3 small kids. We had bedbugs and cockroaches in our room. I have attached photos of the issues along with a couple of screenshots of bedbug bites to compare to my baby's bites. We let the hotel know that we weren't happy immediately upon getting to our room, it smelled so bad, it made me nauseous, but they didn't have anything to say to us and acted like they were busy. We let them know again the next day that our room was damp and we could see and smell mold, but they acted like it wasn't a big deal. There was visible mold in the room, on the vent in the bathroom and inside the air conditioner, the furniture was damp, the room was very dirty. My 1 year old had black hands and knees after crawling on the carpet. There was still food in the dishes in the cabinets, hair still in the shower, the toilet didn't flush, I had to fill a bowl in the tub to pour in the back of the toilet to make it flush manually every time it needed flushed. It probably didn't flush because it leaked from the tank on the back and the tile in the bathroom floor was constantly wet and slippery, which is another hazard. We called twice about that and they never sent maintenance up. The elevators didn't work correctly and you had to wait a long time to get one. No air while waiting. The pools were disgusting. They advertise a clean, family friendly resort. This was the complete opposite! They should be shut down!

  Business Response

  Date: 08/13/2024

  Thank you for sharing your review with us, and we sincerely apologize for the numerous issues you experienced during your stay. This is certainly not the standard we strive to maintain, and we are very sorry that we fell short in providing you with a comfortable and enjoyable experience.
  First and foremost, we regret that you were not informed about the additional parking fees and the lack of housekeeping services beforehand. Transparency is essential, and we apologize for any inconvenience this caused you. We also take your concerns about the billing discrepancy very seriously and would like to resolve this issue as soon as possible.
  The conditions you described in your room, including bedbugs, cockroaches, mold, and cleanliness, are completely unacceptable. This is far from the experience we want any of our guests to have. We apologize for the distress this caused you and your family, especially your young child. We are taking immediate action to address these issues, including a thorough inspection and treatment of the room and a review of our housekeeping and maintenance protocols.
  We also apologize for the unpleasant odors, dampness, and the non-functioning toilet, as well as the condition of the pools and the long wait times for the elevators. Your feedback highlights serious lapses in our service, and we will ensure that these areas are addressed with the urgency they deserve.
  We understand how frustrating and disappointing this experience was for you, especially when traveling with small children. While we cannot change what happened, we would like to make it right. We would like to offer you 25% off of your stay, which comes to $315. We hope this will make things right.
  Again, we deeply regret that we did not meet your expectations and sincerely apologize for the inconvenience and discomfort you experienced during your stay. Your feedback is invaluable in helping us improve, and we appreciate you bringing these matters to our attention.
  Thank you for your understanding, and we hope to have the opportunity to make amends.

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 22133871
  
  I am rejecting this response because:
  I am not satisfied with the outcome. I want a full refund. This was blatant false advertisement!  The mold alone is a health violation that DHEC needs to be notified of. The bedbugs or cockroaches also need to be addressed, along with everything else. I do hope that something drastic changes, because it could be a great place, but $315 doesn't make up for any of the issues we encountered or what we're still dealing with today! All three kids are sick and showing symptoms of mold toxicity. Specifically since they all have the ***** gene mutation and I do feel that this place is a hazard to anyone, but especially immunocompromised individuals. I would like a full refund. 
  
  Sincerely,
  
  ****** Scwhwerdtfeger

  Business Response

  Date: 08/23/2024

  We sincerely apologize for the inconveniences experienced during the stay. As the reservation was completed in its entirety, we are unable to offer additional compensation. The option to check out early and receive a refund for any unused nights was available at any time during the stay. However, since the unit was occupied for the full 4 nights, further compensation cannot be provided. Please note that a credit of $315 was previously issued, and no further adjustments can be made at this time.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22133871
  
  The stay was completed because your staff couldn't be bothered to communicate with anyone on the issues we were having. 
  Yes, it would have been a task to have to move with the kids since we had already gotten in the rooms, but I would have much preferred that over the experience we had and the health complications we're STILL dealing with today!
    I do hope that you have better training available for the lobby staff as well as the housekeeping at checkout. The rooms need much more attention than they get and I wouldn't be surprised if someone has ended up with staph infection!  
  Also, as I stated before, we had to manually flush our toilet each time and we asked for maintenance twice. We were told they'd be up and they never came, either time. 
  
   I will be leaving reviews on every platform I can find and we will not be back, nor will anyone we know or come across that mentions the fact that they're planning a trip to ************* 
  This could have been such a great place. 
  
  ****** Scwhwerdtfeger

• Initial Complaint

  Date:08/05/2024

  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.

  I'm staying at landmark resorts room needs to be upgraded bathroom toilet is barely flushing water goin slowly out the tub cabinets are broken if u open or touch it might fall. Beds covers not good need to bring your own. Use to stay here long time ago was not like this maybe it depends on the floors your room on. Was not a good birthday weekend stay

  Business Response

  Date: 08/08/2024

  We left the guest a voicemail to reach out to us about this. 

• Initial Complaint

  Date:06/25/2024

  Type:Billing 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 Groupon for my family to stay at Landmark Resort for 3 nights. Upon arriving (we checked in 2 hours early) I was asked for my debit card for a $200 security deposit hold ONLY, because again, the room was paid for via Groupon. They said the room wasnt ready and that we would receive a call when the room was ready. 4:15 rolls around and no one has called to tell us the room the ready so we head back anyway because it is now after check in time. I walk into the lobby and the lines are ridiculous and not even moving. I skipped to the fast check in line (where no one was) to get the attention of the manager or somebody and I was ignored for about 15 minutes! My husband calls me to find out whats going on and as soon as I answer a white employee takes the white couple behind me!! The other employee standing next to her saw what happened and offered to help me after she finished with the man she was in the process of helping. When we got to the room neither one of the TVs worked. We also requested clean towels and extra blankets for 2 days straight and no one ever brought them!! We checked in on a Friday and I check my bank account everyday. So I logged in on Saturday morning and saw that the hotel charged my debit card for the room $795 EVEN THOUGH IT WAS ALREADY PAID FOR and I was told that ONLY a $200 security hold would take place!! I went to the front desk to address the issue and they said it was a system mistake and that they released the funds and it should be back in a day. I was ****** but I went on about my day. On Sunday I logged into my account and I WAS CHARGED AGAIN for yet another $795! We went to the front desk and the guy kept saying I was only charged once and they released it. I had to show them my bank account to prove that they took over $1,500 from me WITHOUT APPROVAL! It is now Tuesday and the resort IS STILL holding up my funds!! My account is now in the negative and I am accumulating overdraft fees and declines because of this!

  Business Response

  Date: 07/05/2024

  We apologize for the system error where the holds were placed on the cards they were release as I am sure you see now. We would be happy to take of any overage charges if you can just forward them to ******************************. 

• Initial Complaint

  Date:06/24/2024

  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.

  6/15-6/20 Room infested with roaches Pool area filled with roaches Waterpark not opened Rooms were disgusting from top To bottom

  Business Response

  Date: 06/24/2024

  Thank you for reaching out regarding your recent stay with us. We appreciate your feedback and understand your concerns regarding your experience.
  

  After reviewing your request, we have carefully considered the circumstances surrounding your stay. While we regret any inconvenience caused, we are unable to offer a full refund at this time.  We will however agree to credit of $500 to compensate for your inconveniences.
  

  We would like to assure you that your feedback is valuable to us, and we are continuously striving to improve our services. 

  Thank you again for your feedback.

• Initial Complaint

  Date:09/07/2023

  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.

  Our stay was from August 16th - August 23rd 2023 When my husband and I arrived with my two grand daughters after traveling many hours. We got our room keys. We got a shock of our lives.while waiting for a spot to unload and wait for a cart my grand daughters wanted to check out the room . Now mind you I paid for a deluxe executive suite.we opened our door and was shocked,there was coffee grounds dumped all over the counter and sugar dumped on the floor in the closet.the cabinets were all broken and hanging to the floor the drawers were broken and hanging inwards the bed looked like someone slept on it.So we went to the front desk and explained what our room looked like,She looked as if I was exaggerating,but she was looking for a different room because it was booked due to a fire at a different hotel alot of them came here.Well anyways she found us a different room and it was course all the way up on the 15th floor.I wasn't going to complain, because I wanted my grand daughters to have a good time..So all the way up we went no problem right wrong the room was much better than the first room I cleaned the room myself it smelt like urine.But I cleaned it myself because their white socks was black after walking on the floors,(which I threw all our socks away)The couch smelt like a child had urined all over it. The couch was all stained. So I called down for some sheets to put on the couch.And this room I paid for a deluxe executive suite with the wet and wild family fun package which basically only really came with two cups because if you stay there you have access to the water park anyways.so I paid more for 2 refill cups .So after all that running for cleaning supplies and cleaning we started to have a good time the first 2 days was great,the after that it was horrible now mind you at check in they tell you no smoking they have you sign a paper no smoking.After coming in from the sun for lunch our room spelt like someone had a marijuana party in there we kept the girls outside in the sun for two days then we decided to rent a golf cart to ride in town no where to park it after but then it's bedtime the smell came back in our room again the girls was sick and we left some trip That's all the girls need is that in their lungs That's that we left,some trip for ***** I've tried calling and leaving messages maybe I'll get somewhere now.someone call me please

  Business Response

  Date: 09/18/2023

  This has been resolved with the guest. 

• Initial Complaint

  Date:08/30/2023

  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.

  Checked into the Landmark Resort on Sunday, August 27th and were given room ****. Halfway through Monday, August 28th, painful and itchy welts started showing up on my arms, face, and back, which we found out were caused by bed bugs in the bed I slept in (bed bugs finally seen on Tuesday after a more thorough check of bed). Contacted front desk twice, then went down to lobby to speak to receptionist. Waited for 2nd shift manager to show up, while maintenance treated the room and our belongings. After contacting her manager, the manager on duty did refund our stay (roughly $600). They offered to put us in another room (547), but upon inspection that room also seemed questionable. When returning to pickup our items from **** after this very brief treatment which lasted ***** min, we found the one bed to be stripped with the sheets on the floor, but the other bed with bed bugs looking untouched. We grabbed all of our stuff and left and will never return. It was nice of them to refund the trip, but doesnt do anything for the pain (medications) I am in or the funds and effort (cleaning supplies, laundromat, etc) it will take from trying to prevent the bed bugs from getting into our homes. My goal as of right now in sharing this is to make others aware of bed bugs on the premises and how nonchalant the property was about the issue.

• Initial Complaint

  Date:08/02/2023

  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.

  We stayed at the Landmark Hotel July *****th. We have swollen bumps from either bed bugs or mites after our stay. I am also concerned about the indoor pools sanitation.The bites on my daughters legs were very swollen. She and our grandson have been using Benadryl and anti itch medications to control the symptoms.Photos will be provided upon request,I initially contacted the ***************** but that told me to contact the business and the BBB.Thank you

  Business Response

  Date: 08/03/2023

  We spoke with guest and addressed their concerns and also issued them a refund. They are good now.