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:10/22/2025

  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.

  booked a stay at OceanReefResort through TripAdvisor for arrival on [Insert check-in date], at the advertised rate of October 14th 2025 . At check-in, the hotel charged me an additional US$203 in extra fees that were neither disclosed at booking nor explained properly. I did not agree to these additional charges at the time of booking or prior to arrival.Please refund the $203 in fees that was added after I booked i find it deceitful

• Initial Complaint

  Date:07/30/2025

  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.

  Booked 2/19/25 over the phone, placed a deposit of $318.63. I requested a room oceanfront with dishwasher and kitchen sink due to having children washing bottles and etc. upon arrival paid remaining balance of $1251.92 totaling the room stay to $1570.55. Upon check in which is at 4pm. I checked in at 3:55pm room was not ready and we waited over an 1 hr to check in, after a 12 hr car ride. When arriving at the room it was not what I asked for over the phone to be booked. The room was gross it had rust on the fridge, door seal falling off with mold, mold on the ceiling, paint chipping off the ceiling, bathroom towel hanger barley attached to the wall, mirror broke on the bottom, burn **** in the curtain, nut shells in the crack by entry door way, food in microwave. Went to the front desk and asked for another room or I could pay more for a different room and they could not accommodate me with another room and asked to come back tomorrow. Came back the next morning and they had me check out 2 rooms which were the same I had already been given, not the one I wanted to booked for. One of the two was cleaner then our current room so we moved but still the floor was disgusting and not what we asked for and not cleaned. We went on this trip with other partys that rented the same room and they received all what I had requested over the phone and was told Id receive. Upon talking to the front desk manager I was assured there is no hotel standard for the rooms due to being owned 3rd party.

• Initial Complaint

  Date:07/24/2025

  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.

  We were to check in the Ocean Reef on September 15, 2024, but due to medical circumstances, were unable to do so after the initial deposit of $120.58 had been paid. We were then told to advance the date and did so a couple of times. However, the last date was November 17, 2024 with a confirmation number of J3J3Z55F5, and was told to call back to schedule a future date, but within one year of the original confirmation date. I contacted the Ocean Reef on July 24, 2025 to reschedule and was told that due to the number of times this had been advanced, the deposit was nonrefundable and was no longer available. I was told that this was in compliance with the policy on the website, but I stated that this was not what I had been told by the representative of the Ocean Reef, when I called the last time. It was stated that the deposit was nonrefundable due to the number of advances.

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair 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 at the hotel at the beginning of August 2024 when the tropical storm came. They had closed down the pools and everything. We stayed 2 nights out of the 4 that we booked. We decided to leave due to not being able to do anything. They told us they dont do refunds because we werent under an evacuation notice but they would give us 2 free nights as long as we used them within a year. We live 8 hours away and wasnt going to stay at the beach and have to be in our rooms the whole time. We left due to possible flooding down there also. We decided to go back this year on July 3rd & 4th so the lady at the time went ahead and reserved our rooms for us. Fast forward to getting there on July 3rd and they told us we have a balance of $300. We tried to explain to them that we were told we had 2 free nights due to the event from last year. That lady went to get the manager who then said they dont do free nights and then she said we had a balance of $600 within just a few minutes of being told we owed $300. She said that the rates from last year to this year are different so they were charging us the difference and that they dont do free nights so they were doing a credit from what we had originally already paid last year that we had remaining when we left. So for 2 nights at this hotel wouldve been $900 and we had a credit from the 2 nights we didnt get to use last year of $300 which they deducted from the rate and tried to say we still owed $600 even though our rooms were already paid in full from last year. We had drove 8 hours there and we had done called them 2 months prior to ensure that everything was good with our rooms which we were told it was. We then asked about a refund because we werent going to stay. The manager told us they would refund us our $300 from last year but its been 2 weeks and we have yet to receive anything! The manager was also very rude.

  Business Response

  Date: 07/28/2025

  Thank you for reaching out. We are very sorry about any delays. Typically we do not refund for weather unless we are under mandatory evacuation orders. In good faith, the property allowed the guest to transfer the unused money for the nights not stayed to a reservation the following year. It was explained that the funds would be transferred however the rate would vary. The guest was told the new amount when the new reservation. But in good faith the manager is working on getting the funds refunded to the third party booking agency that they originally made the reservation with. Unfortunately we cannot refund the guest directly since they did not pay us directly. 

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23609424
  
  I am rejecting this response because:
  It was originally never explained that we would still be having to pay the following year. When we left we were told they dont do refunds due to us not being evacuated but they would give us 2 FREE nights as long as we used them within a year.  Once we arrived the amount we were suppose to owe for the 2 nights changed twice from $300 to $600. Its been almost a month since this happened and still havent received a refund and obviously you havent refunded the booking agent I booked through to begin with. I just feel like this is an unacceptable way to run a business and that they are not trying to refund me my money. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/15/2025

  Type:Product 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.

  Following a stay at Ocean Reef Resort 4/13 - 4/18 the credit card used was billed another $765 for supposed damages in the room, I have requested follow up phone calls, itemized receipts and have provided a picture of said damage that was there when my family and I checked in to our room. I continue to receive no responses or ideas of exactly what the $765 charges were for. Employees have refused to give my phone call to a manger when attempting to call.

  Business Response

  Date: 05/16/2025

  I'm so sorry for the recent mix-up with your account. Your **** card ending in #**** has been refunded a total of $565.00. I regret any inconvenience this may have caused you. 
  Should you have any questions or require further assistance, please feel free to reach out at your convenience.
  
  
  Thank you for your understanding.
  
  

  Customer Answer

  Date: 05/16/2025

   
  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:05/07/2025

  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.

  Hotel was in horrible conditions. spoiled ************* mold and odor of moisture. Requested a room change still visible mold on lamps and hair on shower. We had no choice but to stay . Requested a partial refund they would not respond.

  Business Response

  Date: 05/18/2025

  Good Afternoon,
  Thank you for bringing this matter to our attention. It is always our priority to provide our guests with clean, comfortable, and relaxing accommodations. We sincerely apologize if this was not the experience received.
  Based on the details provided regarding the condition of the unit, it appears there were some challenges that clearly need to be addressed. We take this feedback seriously and are committed to investigating and resolving any concerns.
  At this time, we have been unable to locate a reservation under the name, email, or phone number provided. In order for us to properly look into this and take appropriate action, we kindly ask that the guest provide their reservation confirmation number and the dates of their stay. This will allow us to identify the specific booking and respond appropriately.
  We would truly appreciate the opportunity to make this right.
  Sincerely,
  

  ********* *****
  Resort Manager

  Ocean Reef Resort

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

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23295897
  
  I have provided their reservation confirmation number and the dates of stay. To identify the specific Best Western Ocean Sands Resort Hotel Apr 10 Apr 12 Check-in: after 16:00 Confirmation #: ********* Contact #********** 
  Sincerely,
  
  ******** ********

  Business Response

  Date: 07/04/2025

  Good Afternoon,

  Thank you for reaching out to us in regards to this reservation. After reading the guests response, it seems that there is some confusion. The guest states that they stayed at the Best Western Ocean Sands. That is not the same as Ocean Reef Resort. Unfortunately there is nothing we can do to assist this guest.

  Customer Answer

  Date: 07/07/2025

   
  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.  I have filed a complaint with the correct resort. My regards for the confusion. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:08/23/2024

  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 was charged $221.13 after we checked out of Ocean Reef Resort. I received a text message from my credit card company stating that this amount was charged without a card present on 6/28. When we checked in on 6/27 we paid a balance due of $1,662.59. I have attached a receipt below. I went down to the front desk to notify that I received an alert from my credit card company, but they reassured me that the amount of $221.13 would "fall off" my account once I checked out. After we checked out on 7/4 I looked at my credit card app & found that the resort charged us the amount. I have tried reaching out to ********************* (guest services manager), but I've never received a response. In the meantime my credit card is gaining interest on an extra charge I did not authorize.

  Business Response

  Date: 08/23/2024

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

  I am very sorry about the confusion surrounding your billing. We are currently looking into this issue and someone from the resort will be contacting you after the weekend to discuss the matter. Thank you for reaching out and we look forward to getting the issue resolved.

   

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

  Resort Manager

  Ocean Reef Resort

• 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.

  To Whom It May Concern,I am writing to share our concerns regarding our recent experience with Ocean Reef Resorts. As current RCI timeshare owners, we initially had no intention of purchasing another timeshare. However, during our vacation, we were approached by your representatives who invited us to a presentation. The promise of no maintenance fees and access to various destinations intrigued us, so we attended.During the presentation, which lasted about three to four hours and included a complimentary lunch, we were assured that our existing RCI timeshare weeks could be transferred to Ocean ******************** We agreed to the purchase based on these assurances. However, we were not informed that this would involve buying a new ************* membership.Despite numerous follow-ups over six months, there has been no progress in transferring our timeshare or obtaining the promised membership. Our requests for a refund have been denied, and we have been accused of dishonesty.The financial burden of this decision has been significant, particularly given our fixed income and health conditions that limit our ability to travel. Additionally, the resorts amenities did not meet our expectations, adding to our frustration.We have also faced difficulties and expenses trying to sell the timeshare. Given these issues, we request that Ocean Reef Resorts address our concerns promptly and offer a satisfactory resolution.Sincerely,***** and *************************

  Business Response

  Date: 08/13/2024

  We apologize for the inconvenience this guest experienced, however the company that they are having issues with is Club Wyndam Timeshares.  They are an independent vendor that operates a kiosk in our lobby.  Unfortunately there is nothing that the hotel can do to help assist this guest.

• Initial Complaint

  Date:08/09/2024

  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.

  I booked a 2 night stay with Ocean Reef resort from August 7th-9th 2024. With the approaching hurricane this week , I called to cancel the reservation and request a refund. I was told that I would only be given one nights refund unless there was an evacuation order. I spoke to another family that was booked this same week , they received a full refund for their stay. I have reached out and explained that there was in fact flooding in the area that I would have been driving through and high winds and extreme rain in the ************ area, making it unsafe to travel in. I was still denied a full refund with the explanation that they did not have flooding near their resort. However , this does not change the fact that my safety traveling there and near their business wasnt at risk. Why would a customer not be entitled to a refund when there is a state of emergency in the area. I am requesting a full refund or a voucher for a stay.

  Business Response

  Date: 08/09/2024

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

   

  Hello. My name is *********************** and I am the Resort Manager of the Ocean Reef Resort. I am very sorry to hear that you have encountered issues surrounding your cancellation with us. I would be very interested in speaking with you directly concerning the matter. I hope this message finds both you and your family safe and sound after the recent storm. Please feel free to contact me directly at the resort and I look forward to speaking with you.

   

  Sincerely,

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

  Resort Manager

  Ocean Reef Resort

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

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

  Customer Answer

  Date: 08/10/2024

   
  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,
  
  ***************************