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:07/29/2024

  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.

  TV was broken with several other issues- shower rod taped to the wall and cant use it. Emailed and called and nothing resolved. Cant get anyone to call me back to either get a refund or to get fixed.

  Business Response

  Date: 07/29/2024

  Hello,

  After speaking with the guest directly and understanding the challenges she experienced during her stay, we came to an agreement on compensation for the stay. The unit repairs are in process and we are working to fix these items so that future guest will not have the same experience. 

• Initial Complaint

  Date:03/15/2023

  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 and my partner stayed in this hotel because I purchased a "3day-2night" offer over the phone. I paid $129 and had to pay taxes and the property I was to be assigned. This was supposed to be a great deal, and we only needed to attend a timeshare presentation. We liked the hotel, and I made a video for my family of the property when we arrived. You can see the video here ********************************************************* (it doesn't let me attach)I'm 33 years old and my partner is 40, we are not a college or young irresponsible couple. After leaving the property just as we find it, I got a $400 charge on my credit card. They claimed the dining table was CARVED with the message "the ice machine doesn't work". I disputed with my bank but they could not help. This charge was on 1/1/2023. And to this date, the property has not provided proof of the carved table, nor have they shown me a new table was purchased. I understand that is their word against mine, but if you take a look at the video, you would be able to see how happy we were to have the opportunity to have vacation and how much I like the property. The video was to show the condo not to find flaws so it is hard to see, but if watched carefully, there are visible signs the table is not new and has already scratches all over. This "company" is ridiculous. I called every single person in their company directory and no single human answered the phone. They all go to voice message or direct you to call someone else that Oh Surprise! also has a voice mail... I have requested infinitely times photos of the damaged table and proof that they indeed bought a table for the $400 they charged **** have been trying to deal with *****************************, according to their org chart *********************** is on top of her, and oh surprise ****** is the same as ********* different email/name but the same picture. non-sense.Their HQ phone is a fax number. I have the right to see the evidence or get my refund.

  Business Response

  Date: 03/19/2023

  This guest did not stay at Myrtlewood Villas, however they did stay at a sister property that is managed by ***************************** as well. The guest has been communicated with about the incident with the ***** Services Manager. The initial email that the guest sent had the wrong email address in it for the Resort Manager, which is why it was not delivered. When the Resort Manager was contacted using the correct email address, a response we sent the same day via email. ********* has since spoken with the guest to come to a mutual resolution.  

  Customer Answer

  Date: 03/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I must clarify that I stayed at the ****************, however, the person in charge of looking into my complaint is listed under Myrtlewood Villages. And the email address belongs to the same domain. After having this issue for over 2 months,  I find that the resolution to get partial refund is better than continue the dispute. 

  I thank ***************************** for looking into my experience and evidence and working with me to settle in the middle. I encourage future travelers to take documentation of the conditions under they receive and leave the unit and premises where they stay. We had a beautiful stayed over the condo at the Atlantica Resort North tower and feel unfortunate our great vacations were ruined by the wrongful damage claims. We hope future visitor have a better overall experience.

  Sincerely,
  

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