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Business Profile

Hotels

Palette Resort Myrtle Beach by OYO

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/28/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    The hotel had bed bugs dirty rooms and unprofessional staff. I checked out on 3/22/25 was promised a full refund and I still haven't gotten reimbursed. The staff has been unhelpful and rude.

  • Initial Complaint

    Date:03/31/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Had roaches and bed bugs , we checked in on Friday and checked out same night. The front desk worker didn't put it in system at all

  • Initial Complaint

    Date:08/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 this hotel for 5 nights... when booking online we explained we had a handicapped guest and requested handicapped accessible room... however when we got there they said they didnt have any . This person is totally disabled and the room that they stayed in nothing was accessible for him...He had to be carried from the door to the bed and his wheelchair would not fit in the bathroom door and there was nothing for him to use to get on or off the commode....another couple got the same exact room and the same exact number of people staying in another room but for this same room the difference of almost 170 dollars added to the bill....So i would say this posed a big safety concern and somewhat of a health issue also since this person has a multitude of health problems....including kidney transplant recipient.. severe diabetes... hypertension.. and totally paralized on his right side., management did not even try and get another room to accomodate his handicap.

  • Initial Complaint

    Date:08/31/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 reservation at the Palette hotel in Myrtle beach sc on 9/1 it was a no prepayment option and guaranteed I would not be charged until arrival when inputting my credit card info. I have went over all aspects of the page and no where does it say a deposit is required. My vacation plans changed to stay a longer stay. I canceled the room and immediately my card was charged on 8/30 and they say I agreed to a deposit which was not acknowledged but after I accepted terms and sent in a confirmation email after the fact. This is a scammy way to treat their customers. I am currently out of $300 the dates I am staying are no longer available, and a refund wont be processed for ***** days. They withdrew money without an approval by me and I was guaranteed a free cancellation and no acknowledgment of a deposit of the room.

  • Initial Complaint

    Date:08/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Date : July 27th Thur July 29th 2023 Conf# ***** Folio# ***** Room # *** Amount $620.11 I have been trying to resolve this matter sense the day I checked out the hotel. I asked if the manager would give me a call. No call, I have repeatedly called. Front desk want answer my call. They have caller I D see the # want answer your call. It took me 2 1/2 hours to check in this hotel. I was there for a family reunion. When they finally gave me a room. The carpet outside the room door smells of urine. The room had no remote for TV. The toilet was broken. No trach can in room. The door handles to the balcony broken. I called down to front desk, they don't answer the phone. I had to leave my room to go down stairs to get a remote that didn't work. They gave me the policy of the hotel as I was checking out. Which is you have to stay 5 days before they will clean your room. If you need linen or towels you have to bring the dirty laundry down to front desk. I you want your room clean, you request it 1 day before, and it will be a $10 fee. It was roaches in my room. Wet floor of urine on the elevator. There were 2 elevators only 1 worked by Saturday. I was very disappointed in my stay. If you wanted something you'd have to go down to front desk. I would would like 1/2 my money back, because I did stay in the hotel. Because of my family reunion,all the events were in the hotel.

  • Initial Complaint

    Date:06/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 boyfriend and I booked this hotel last weekend for a nice birthday weekend thinking that the "resort" in the name made it a little better. Wrong. Not only were there bugs everywhere and an AWFUL smell coming from the hallways, when we checked into our room we immediately noticed the air was not on. I tried turning it on and it was delayed and turned on 10 minutes later, only to blow warm air out. It was in the 90 degrees all weekend because we're in **************. We left on the way to dinner and tried calling the office 5 separate times and not one time did anyone answer. We were hoping that the air would have been turned on by the time we got back, 6 hours later, and we were wrong again. It was excessively humid and too hot to sleep there so we went to the front desk and asked if they could do anything about it and we were told no, that they were booked, and they handed us a fan. This was not acceptable so we went down to the front desk on the way out and checked out at 10pm on our way to another hotel, saying we wanted to speak with a manager to further discuss our concerns and no one has answered their front desk phone one time in over a week. They should have never sold the room if they knew the air was broken. No one should have been staying in there, it was unlivable. They still have our $100 holding that we want back.

  • Initial Complaint

    Date:03/21/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 feel this hotel should be shut down. Its crawling with bedbugs and roaches. There are a lot of other hazards there too! Faulty furniture thatll literally fall on top of someone, mold in units, stoves that dont fully work, black mold, unkept pools! This place is filthy. None of the rooms are up to standard. They are crawling with bugs. I asked if theyve had any issues with bed bugs or roaches and they told me no, but theres several reviews stating they in fact have had issues. The manager wont give the name of her manager or any higher **** This place should be condemned!

  • Initial Complaint

    Date:02/05/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    Not a single ice machine in the building works. When asked the front desk staff said no one will be coming to fix or replace the ice machines.

  • Initial Complaint

    Date:01/05/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 stayed at his property on December 30 The room ******************** was infested with bedbugs I took pictures of my injuries that I staying at the hotel as I was covered with bites from seed birds were all over their room and the attendant who was sleep downstairs at 4 AM in the morning took a screenshot of the pictures I sent the manager the complaint and went through the third-party Travelocity that I book this hotel through after I pay my money for this hotel the hotel owner refused and still refuses to refund us for the state or compensate us for our injuries this is the complaint against this public facility

  • Initial Complaint

    Date:12/28/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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 motel says one price on phone till you get there and jacks it up. Plus the pics they use aren't no where near the same as actual room. Terriable customer service. The girl on the phone said $79 a night and a $100 deposit this isn't what I was charged

    Customer Answer

    Date: 12/29/2022

    I would like to add the second night that we stayed at this motel we were going all day we came back around 5:45 and the elevator was broken the front lady at the desk had no idea when it was going to be fixed I told her my wife just had knee surgery and we couldn't walk up all those steps to the 4th floor she said she was sorry she said there was nothing she could do about refunding any money so he sat in the lobby for 2 hours and I had to help my wife up eight flights of steps I plan on going through ************** discrimination because myself I am disabled and handicapped as well and this motel did nothing but give us a hard time from day one

Palette Resort Myrtle Beach by OYO is NOT a BBB Accredited Business.

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