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:08/13/2025

  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.

  We went for the Ripken Tournament in July. The room was filthy upon arrival. The day we arrived the shower and bathroom floor had hairs including private area hairs, all over, dried pee on the bottom of the toilet, as well as dried shampoo streaks on the shower wall, makeup on the door to the bathroom. They sent someone to clean the room, the lady arrived with a hand full of rags, walked in the bathroom, dropped all but one on the ground and started wiping down the shower. She then used the same cleaning rag to wipe the toilet rim (including the part of the rim that is inside the bowl) and follows this with wiping down the toilet seat and cover and started wiping down the outside of the toilet bowl. I had to ask her to stop as I explained that it was disgusting. She offered to grab a new rag I declined as the remaining rags she had were on a pile on the floor. We went to the store to buy cleaning products and I cleaned the bathroom thoroughly. I asked that the room NOT be cleaned by anyone and put a DND sign on the door at all times. The next day, broad daylight, we saw roaches (German and smoky brown cockroach) ****** across the floor - so we went to the store to buy a bunch of traps. The hotel did not do anything for us, put us in another room (they were booked they claimed) nor compensation, nor apologize for any of this. Upon receiving the itemized bill, which we had to ask for, they charged us ~$25.00/day for housekeeping - they never entered our room aside from the first day of arrival until after we left. We have since emailed them several times, no response.Separate incident, while getting off of the elevator, one of the staff members said, "Ain't no mother f***ing way we just waited for one mother f***er to get off the elevator!" To say that the safe is not professional and don't care for their guests is a complete understatement.

  Business Response

  Date: 08/13/2025

  Mr. & **** ***********, 

  I am so sorry to hear that you were unhappy with your recent stay at The Breakers.  The unit should not have been in the condition that you described and I am truly sorry that it was.  I have refunded the card on file $500.  Depending on your bank it may take 3-10 business days.  Please accept my sincerest apologies and if I can be of further assistance please do not hesitate to reach out.  

• Initial Complaint

  Date:05/16/2025

  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.

  3/21/2025 to 3/24/2025.reservation number M7CQ8HNBM Upon entering the room, I encountered conditions that were not only unacceptable but potentially hazardous to health. Specifically, disgustingly unclean bedding, foul odor, mold, insect infestation, etc. The room was clearly not prepared to an acceptable standard, and this level of negligence is a serious violation of basic hospitality expectations.I immediately raised this issue with your staff on 3/21/2025, 3/22/2025, 3/23/2025, 3/24/2025 as well as after checking out, yet no satisfactory solution was provided. This failure to remedy the situation left me with no reasonable option but to finish out my stay in this nasty room.

  Business Response

  Date: 05/16/2025

  The Guest Service Manager, ********, spoke directly with the guest and offered to move him to another unit. At the time, only one alternative room was available. Additionally, the guest was informed that he could check out early and receive a refund for any unused nights.
  Despite these efforts, the guest remained dissatisfied and behaved rudely throughout the interaction. He refused to relocate unless we also moved two other rooms occupied by his friends, even though he was the only one who had voiced any complaints.
  To further address his concerns, we dispatched the Director of Housekeeping along with a Room Attendant to perform a full-service cleaning of his unit, including replacement of all linens and pillows with brand-new items. The guest claimed to have seen bugs, including bed bugs, in the room.
  In response, we brought in a licensed external pest control company to inspect all three rooms in question. Their thorough inspection revealed no signs of bug activityliving or deadin any of the units. Nevertheless, all three rooms were proactively treated as a precaution.
  Following his stay, the guest filed a dispute for $90.46 through one of the three credit cards used for the reservation.
  Given that multiple reasonable accommodations were offered and no evidence supported his claims, no refund will be issued.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23337585
  
  I am rejecting this response because:

   

  The hotel is obviously confusing me with the many other complaints they receive at The Dunes, which we appropriately named "The Getto" a  property affiliated with your main hotel. It was misrepresented on your website, and the reality was not only shocking but unacceptable.
  
  Our group had multiple rooms, many of which were vacated due to horrid conditions. I was under the false impression that the room was located in the main hotel building. Instead, we were placed in a dilapidated structure across the street, which looked over a century old. Even your own employees admitted that this building receives constant complaints and that management has no intention of addressing them.
  
  The conditions were so bad that my children were afraid to sleep under the covers. When we asked to be moved, the only option offered was another room in the same buildingwhich we refused. Due to our commitment to a cheer competition, we could not check out early, and no other nearby properties had availability.
  
  We were also dealing with a pest issue. Despite being told pest control would be contacted, no one ever showed up. We were repeatedly dismissed with the phrase its a process, and none of our follow-up inquiries were answered. After departure, I attempted to contact the hotel multiple times and received no response. I have attached text message evidence that supports my claims.
  
  I have since reviewed many online complaints, all echoing the same experience. This was by far the worst stay Ive ever had, and as a family that frequently travels for national cheer competitions, we have stayed at many properties.
  
  I am requesting a formal acknowledgment of these issues and a refund for the unacceptable accommodations. I will continue pursuing this matter until it is appropriately addressed. The conditions at The Dunes are shameful and should not be associated with your brand.

  ***** ******

  Business Response

  Date: 05/19/2025

  Thank you for your recent communication regarding your stay at *********. We take all guest feedback seriously and have carefully reviewed the concerns you raised.
  After a thorough investigation, including a review of your reservation details, staff reports, and maintenance records during your stay, we respectfully must clarify that several of the claims in your message are not supported by our findings:
  Your reservation was made for a room in our Dunes building, which is clearly identified on both our website and third-party booking platforms. This building, while older in architecture, meets all safety and cleanliness standards and is routinely inspected.
  Our records show that a formal pest complaint was logged during your stay, and our team contacted a licensed pest control company to inspect the unit and they found no evidence of pests. Additionally, no pest activity was recorded by our housekeeping or maintenance teams.
  While you have stated that several rooms were vacated by your group, our system indicates that all rooms reserved under your name remained occupied for the full duration of the stay, and no early checkouts were submitted on-site.
  We understand that expectations vary from guest to guest, and we regret that your experience did not meet your personal standards. 
  While we maintain that the accommodations provided met the standards outlined in your booking, we also recognize the importance of guest satisfaction. As a gesture of good faith, we have refunded your resort and housekeeping fees, totaling $104.94, to the card used to make the reservation. Depending on your bank, the refund may take 310 business days to reflect in your account.
  We hope this resolution demonstrates our commitment to guest care. At this time, we consider the matter closed. Should you have any further documentation you wish to provide, we are happy to review it.

• Initial Complaint

  Date:04/18/2025

  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.

  Was booked into their motel across the street from the resort and it was filthy!!!! Had roaches, complained all 3 nights and requested another room with no assistance! Was also told someone would come to clean the room which was never done!!! I want my full refund!!!

  Business Response

  Date: 04/18/2025

  Ms. ******, 

  Please accept my sincerest apologies that your experience at The Breakers was anything less than exceptional.
  I understand that you spoke with our *************** Services Manager upon your arrival on Monday, April 14, 2025, regarding a bug you discovered in your room. She immediately offered to have a member of our housekeeping team address the issue. However, you requested to be moved to a different room. At that time, due to high occupancy, she informed you that no alternate rooms were available.
  To accommodate you, she offered two options: a full refund if you chose to check out that same day, or a partial refund for the unused nights if you decided to stay the first night and depart on Tuesday, April 15. You elected to remain with us for all three nights.
  Upon your departure, you spoke with our ************** Supervisor, who explained that since you completed your full stay, the charges for all three nights would apply. However, as a gesture of goodwill for the inconvenience, we issued a refund of $104.96, which you accepted at checkout.
  We truly value your feedback and regret that your stay did not meet your expectations. Should you choose to stay with us again, we would love the opportunity to provide you with the exceptional experience we strive to deliver for all our guests.

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23220929
  
  I am rejecting this response because:
  This is completely FALSE!! And this goes to show no one there knows what they are doing nor care!!!! I checked in on Monday 4/14 and once I saw the dirty motel The Dunes I immediately asked for another room which I was told was not available and to check back on Tuesday! On Tuesday it was the same answer except they said another customer who complained about the Dunes had took the last available room in the sailfish building and to check back at 11 to see if anyone cancelled or didnt show up, on Wednesday thats when I then saw the roaches and notified front desk yet again and was told there was no other and I asked for someone to get the ***** out and clean the room which NO ONE SHOWED UP!!! They called saying if I checked out by 4 on Wednesday then they would give me a refund, Wednesday was already my last night there!!! The person at the desk stated the only thing she could do was refund the resort fees but will have a manager call me back about refunding the rest WHICH NO ONE HAS YET TO CALL ME!!! The staff and management seem completely incompetent because they arent even pulling up the reservation and you all are lying!!!! I want my money back from this dump!!! 
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23220929
  
  I am rejecting this response because:
  This is completely FALSE!! And this goes to show no one there knows what they are doing nor care!!!! I checked in on Monday 4/14 and once I saw the dirty motel The Dunes I immediately asked for another room which I was told was not available and to check back on Tuesday! On Tuesday it was the same answer except they said another customer who complained about the Dunes had took the last available room in the sailfish building and to check back at 11 to see if anyone cancelled or didnt show up, on Wednesday thats when I then saw the roaches and notified front desk yet again and was told there was no other and I asked for someone to get the ***** out and clean the room which NO ONE SHOWED UP!!! They called saying if I checked out by 4 on Wednesday then they would give me a refund, Wednesday was already my last night there!!! The person at the desk stated the only thing she could do was refund the resort fees but will have a manager call me back about refunding the rest WHICH NO ONE HAS YET TO CALL ME!!! The staff and management seem completely incompetent because they arent even pulling up the reservation and you all are lying!!!! I want my money back from this dump!!! 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/21/2025

  Ms. ******, 

  I'm truly sorry that you feel we did not care about your experience. Please know that we genuinely care deeply about each of our guests, and we work hard every day to ensure everyone enjoys their time at The Breakers and leaves completely satisfied and eager to return.
  As I mentioned previously, you were free to depart at any time, but ultimately chose to stay. In a gesture of good faith, Ive issued an additional refund of $104.94 to the card on file. Please note that depending on your bank, it may take *************************************************** your account.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23220929
  
  I am rejecting this response because:
  You and every other resort were completely booked for spring break! I will now be furthering my complaint to the *********************** as well, saying I was free to check out whenever and the manager ********* ***** lying about refunding me back and didnt is unacceptable and shows your lack of care!! I complained and requested another room from the moment I saw the ***** motel you all put me in and it was only on the last day that this manager offered the refund then coincidentally she wasnt there when I checked out to process it and now Im being offered something different?!! I will be furthering this complaint! 
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/02/2025

  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.

  I have contacted the Breakers Resort since the inception of our stay at the Breakers (3/25-3/29). When researching where to stay, I specifically chose the 6Q deluxe ocean view at The Breakers because of the floor to ceiling windows ocean views that were shown by the Breakers. I chose to pay @$1600 for the unit specifically because of those views, rather than a much lesser price that I could have even gotten for a 4 bedroom 4 bathroom unit in ************ - which is much nicer. Unfortunately, when we got to the Breakers, we were assigned a unit on the 3rd floor, that had no such floor to ceiling windows, and instead we looked to concrete out the window in the family room and to the outdoor dining area next door. I immediately contacted the front desk and they advised the room I described was only for the 16th floors and higher; and I advised I purchased that and wanted to move. The front desk advised there were no such rooms available. I also called and emailed to complain and not one thing was done or offered to be done. I have now contacted the resort four times with no response. I advised that if I did not hear back from them, I would be disputing the full entirety of the charge based on fraud and misrepresentation and filing a complaint with the BBB.

  Business Response

  Date: 04/02/2025

  Ms. **********, 

  On Tuesday, 3/25, after you checked in, you spoke with the ************* Manager and expressed dissatisfaction with the view and windows in your unit. At that time, we did not have availability for a higher floor, but we offered you the option to move to a different unit with the windows for the last two nights of your stay, on Thursday, 3/27. We also discussed the possibility of a different 3-bedroom unit; however, it was explained that these units are all located in the center of the building and do not have additional windows on the sides. You became upset and ended the call, so we assumed you preferred to remain in your current unit.
  I apologize for any misunderstanding and I regret that you feel we misrepresented the unit. I have asked our team to update the photos on our website, as the majority of units in this category do not feature the floor-to-ceiling windows shown. As a gesture of goodwill, Ive refunded $653.06 to the card on file, which covers the cost of your first two nights.
  I believe this is a fair resolution, especially considering that we offered you the option to move to the room with the windows that you were expecting for the final two nights of your stay.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23146746
  
  I am rejecting this response because:

   

  While I appreciate the credit, the information you provide was inaccurate.  First, I was only offered the room I paid for with floor to ceiling windows for Friday evening. We were leaving early Saturday morning so that offer was a non offer.  Second, any offer of interior rooms was again not the same as we contracted for, and was much less desirable.  Third, I never ever hung up. That is insulting.  If you keep calls that are recorded, I suggest you listen to the call.  When I called on Wednesday and spoke with customer service, they simply suggested I enjoy my stay and then submit a complaint when we were done with our stay as there was nothing they could do.  The unit provided to us simply wasnt the unit that was represented to us and which we relied to our detriment.  Again, while I appreciate the refund, I request an additional day refund and then I will close this complaint. I do strongly suggest you change the representations on your website for the 6Q Deluxe ocean view rooms. 
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 04/04/2025

  I have refunded an additional $326.53 to the card on file, Thursday night, as you have requested in order for this case to be closed.  

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their refund of $979.59 in resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:09/06/2024

  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.

  I recently made a trip to ************, SC to visit friends that I hadn't seen in a very long time. The plan was for dinner Friday, a day together, dinner Saturday, then I would depart Sunday. It took this "resort" 4 rooms to get me one that was acceptable. From bug infestations to non-working AC to child-size beds there were multiple issues. This, combined with a staff that were too intoxicated/hung over to care made this an absolute bust! I was only able to see friends on Friday and after a sleepless night Friday I was unable to even participate in Saturday activities.I wound up wasting $225 in fuel to drive down and back only to have my weekend spoiled.

  Business Response

  Date: 09/06/2024

  Guest was provided with a full refund. 

• Initial Complaint

  Date:07/08/2024

  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.

  I stayed at Breakers resort from July 1 to 5, 2024 with my daughter. I made reservations for the shuttle to pick us up from the airport. I called from the airport, I was told there was no shuttle available despite me making reservations. They left my daughter and I stranded at the airport. After checking in, the next day, I went to the front office with several complaints, is dirty, bugs, there was nowhere to sit, the room was missing furniture, no trashcan, ect. I was told there is nothing they could do. And I would have to deal with it. I called around unfortunately there was no vacancies at other hotels in my price range. Housekeeping service came one time, only after I complained about the cockroaches in the room. Again management was unwilling to help me. As I flew in from out of state, and breakers had almost $1500 on my credit card, and it was a week of July 4th I was unable to find another room to stay in. My daughter and I were stuck (in a room missing furniture, bugs and men just walking in (not feeling safe). One morning, despite the do not disturb sign on the door, a member of the maintenance staff barged into the room, and my daughter was alone sleeping. I was outside of the room, as there was literally nowhere to sit in the room. When I advise the front desk of what happened, they stated that they told him to go there, and I need to remove the sign. While I understand, I did stay there, even though I tried to leave, Im not asking for a full refund. However, the service that were promised were not delivered, and it was clearly false advertising with the way, the room was described and pictured online. I would like a partial refund for my stay. Management has been unwilling to talk to me. While at the hotel, I was repeatedly told that theres nothing they can do. 2 other people that Im aware of were moved from rooms near **** because the condition of the rooms while my daughter and I were ignored. Corporate has not called me back

  Business Response

  Date: 07/09/2024

  ********************, 

  I apologize for any issues that you may have had while visiting the Breakers Resort. I have issued a refund back to the card on file for $350.  This is in addition to the $40 that was already refunded on 7/2 due to the shuttle being unavailable. Depending on your bank it may take 3-10 business days to show up.  Please let me know if I can be of further assistance. 

  Sincerely, 

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

• Initial Complaint

  Date:09/11/2023

  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.

  I reserved a room at Breaker's Resort from 9/8-9/11. I booked it through Booking.com. Due to plane cancellations and weather I could not get there and was stuck in ********* airport. I called Booking.com and they reached out to Breaker's Resort on my behalf.Breaker's Resort denied the refund!The reasons I did not **************** were beyond my control. I was looking forward to this trip. I feel that the resort should either give me a refund or a credit for a ***********. I feel the resort should step up and provide quality customer service.

  Business Response

  Date: 09/11/2023

  ************, 

  Booking.com states that "The guest can cancel free of charge until 14 days before arrival. The guest will be charged the cost of the first night if they cancel in the 14 days before arrival. The guest will be charged a prepayment of the cost of the first night after reservation."  We typically follow these rules.  However, we understand that things happen that are beyond your control, just like things happen that are beyond our control.  I have refunded the card on file in full.  You will need to contact Booking.com for a refund.  

   

  Customer Answer

  Date: 09/11/2023

   
  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:08/21/2023

  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.

  Book a reservation here at the breakers resort on 8-18-8-21-23 Saturday-Monday. When booking I asked the lady on the phone did she need my card info she no I will pay everything when I arrive. I told her we would arrive around 3am-4. On the way there with a 4hour drive I get a call asking if I book a room and if I was otw I told her yes I did and was otw and she said ok but she didnt see a card on file but I was ok before hanging up I asked her if I can give her my card number and told her I asked the women I booked with if I needed to pay anything or if she needed my card #. So she said to go ahead and give her my card #i did . When I arrived I didnt have a room my room I booked and was told to go next door and it was the same room so I did not knowing and they charged me 340. And told me the room was valued at 500ish. I paid thinking ok this I guess they will just do the difference back at the breakers the rest of my stay. But I was also told my the breakers resort when I arrived I would be at the Marriott the rest of my stay bc they overbooked and then the Marriott said no I would be going back for remainder of my stay. However the room at the Marriott was not the same 2 br OF suite I booked. I was there were 0bedrooms two beds a mini fridge no kitchen I have 4 children and two adults and some guest to visit in this small room and no where to put my grocery. I stayed bc it was so late I was tired and expected to have a place to stay. I was able to check out by 3 when the breakers resort had my room ready finally and I still had to wait in a long frustrating long when my room was ready and then I was charged another 393 on my card for this room. I didnt have a parking space no one help unpack our baggage or offered it was inconvenient to have and move from room to room with children. I should be compensated for the stay in a room i did not booked. It was not my fault the customer for overbooking no matter who booked a third party or the breakers resort which is what I was asked also. And yes I booked with the breakers resort NO 3rd party.

  Business Response

  Date: 08/22/2023

  ****************, 
  
  The original cost for 3 nights at the Breakers in what you booked, an Oceanfront Deluxe 1 ******************************* View, 1 ****** Wall Bed, 1 Bedroom with 2 Queen ***** 1 Bathroom, Paradise Building, Sleeps 8) was $891.64.  The unit was not available and should not have been booked when you called to make the reservation.  However we did accept your reservation and were able to accommodate you in a similar room at the Marriott Friday night.  You paid $337.08 (actual rate was $498, discount of $160.92 given) to Marriott for Friday night.  Marriott has refunded $21.80 that you were charged for parking (this was done today 8/22/2023).  
  
  Saturday you moved to the Breakers (Paradise Tower) with a free upgrade ($180 value over what you were quoted) to Oceanfront Deluxe Two Bedroom Condo (Oceanfront View, 2 Bathrooms, 2 Bedrooms with 2 Queen **** in each, Sleeps 10).  That rate was also discounted by $120 for the inconvenience of having to move.  You were also refunded an additional $100.  
  
  Total paid to Marriott and Breakers was $630.26 for 3 nights and you were given a free upgrade to a 2 Bedroom
  
  upgrade value $180
  discount $120
  refund $100
  Marriott discount $160.92
  Marriott Parking Refund $21.80
  Total Discounts/Refunds= $582.72
  
  I am so sorry that the original room that you booked was not available but feel like you were more than accommodated for our mistake and the inconvenience of having to move.  

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20499806
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I had grocery list until I had a fridge to put them I had 4 children with me who I had to feed until 3pm that day until had had a room. I had to pack and unpack from room to room taken away my vacation time for the breakers mistake not mines and was called on my way there and verified I was on my way. And still I get there and have to go to another room which I should have never paid for but live and learn it wasnt right fine if I had the exact room but I didnt like they said also when I asked that night but I wasnt moving again I was tired and ready to lay down and made it work. I have family who work in this business and say if they make the mistake they can do what that want ** customer is always right. 

  Business Response

  Date: 08/23/2023

  ****************, 

  In your original email you stated "I should be compensated for the stay in a room i did not booked."  As I explained in my response you were compensated $582.72 in refunds, discounts and upgrades.  What exactly are you looking for?  I feel that we have been fair in compensating you for our mistake.
  

  Customer Answer

  Date: 08/23/2023

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

  I wasnt looking for anything but what should have been done was a free stay at the Marriott that morning and whatever the breakers were going to charge. I hate this happened and I even have to ask for anything ** I dont mind paying for what I want and need. They wasnt even going to  compensate me anymore until I said I will be satisfied with $100 and they were quick to give me that. I was told the value of the room at the Marriott was 500 and Im getting it for 340 and that didnt matter i when it wasnt the room I booked. it should have been at no cost that morning. How many people have yall done wrong that didnt know any better

• Initial Complaint

  Date:05/27/2023

  Type:Customer Service 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.

  My ******** booked a 4 night stay, through Booking.com. 5/18/23 - 5/22/23. We had a family emergency arise. The day before. Our adult children. In their 40's. Also had their own reservations. Our kids, arrived on the 18th. About 4:30 pm. We asked our children. To please, go to front desk. They had our reservation ************ personal informatio, from Booking.com We are both handicapped, & 61yrs old. Breakers management. Informed my children. ("The person who made the reservation. Must be in Person, show ID, per their policy") Even rufused, speaking with my wife, of 43yrs, by phone. As we knew, we would not be able to arrive until 5/19/23 @ 10am Hotel was **** floor buildings Upon arrival, they informed me. I was a No Show on the 18th. And I would forfeit, my 18th night payment. I would have had No Issue! To pay. It was a 12hr drive for us. From ********* **. Being Handicapped!! I wanted the room to ready, upon arrival. Because of our disability's, as well as physical ****** ****** leval. From drive. They gave me a room on 11th floor. Tried to get a luggage cart. Only to be told, "Ride elevators, up & down 14 floors to find one. Guest, tend to not return them to lobby". Upon opening, our room, electronic key, 11th floor. To find, Someone elses things. Spoke with management. Took an hr to get a 8th floor room. I Expressed, my frustration. Breakers agreed. To refund 5/18/23 night charged. As well as shorten our trip by 1 day. Checked out on 5/21/23 @ 7:30am. Original Verbal Agreement 5/19/23 2pm. (Should have got it in writing)Two night stay, 5/19-5/20/23 checking out 5/21/23 7am. "Go through Booking.com. Ask for refund. And Breakers won't fight it! I want a refund of $536.50 + $100 damage deposit. Have pictures of room. Total = $636.50. Wouldn't mind some extra money. As I've now got 6 plus hrs. Of my personal time, phone with Breakers, multable times. As well as Booking.com. Their Both refusing to answer my calls or emails. 5/27/23 12pm.

  Business Response

  Date: 05/27/2023

  I personally spoke with ************************** and agreed to refund ************** night of $213.57 that they did not stay and the last night that they did not stay in the amount of $254.56.  These refunds were both processed on 5/22/2023.  When I spodke with him over the phone he agreed and was ok with this. 

  Customer Answer

  Date: 05/29/2023

   
  Complaint: 20112573
  
  I am rejecting this response because:  1.) I haven't recieved it as of today 5/29/23. If it comes in. I'll change my complaint! Maybe there is taxes & fees not added in yet. The 2 amounts total,  ($468.13) I paid ($1,173.50) Half of that is, ($536.75) After taking out the ($100.00) Fully Refundable Damage deposit.  The 2 sums togather is ($636.75) That's half of the amount paid. That should be a minimum, total refund. Not to mention. Placing 2 - 61yr old Disabled people. Going into a occupied  room. On the 11th floor. And one hour later. Finally placed Into a room on the 8th floor. My wife spent an hour next to the elevators to watch our belongings, waiting for me. I had to return to front desk in a adjacent building. Not to mention. Having to park our car. 1 block away. In high rise parking garage. Sorry, just not Happy in the way we were treated. I have  spent hours of my personal time. Since checking out. To resolve this matter. It should have been taken care of. The day I checked in. They agreed that day. 5/19/23

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

  Business Response

  Date: 05/31/2023

  ************************, 

  You paid $1173.13 for 4 nights.  I refunded $213.57 for the first night you were not actually here on 5/22/2023.  I then refunded $254.56 for the last night of your stay. That was refunded on 5/22/2023 as well.  The $100 deposit was not a charge.  We simply put a hold on the card and release then release the hold when you check out.  Because it is not an actual charge you will not see a refund in that amount.  I am going to issue an additional $118.62 refund today for your inconveniences which will make the total refund $586.75 which is half of the $1173.13 that you paid.  Again, depending on your bank it may take up to 10 full business days to show up in your account.  You booked your reservation with Booking.com so I am unsure if the card that we have on file belongs to you personally or is a virtual card from Booking.com.  If it is a virtual card from Booking.com you will have to contact them to get your refunds.  

  Customer Answer

  Date: 05/31/2023

   
  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:05/01/2023

  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.

  My family and I stayed at this hotel from April 24th through the 28th. i purchased *************** for minor accidents and stains to cover up to$1,000 there was a stain from fingernail polish from my 3-year-old and they are charging me $250 stating the hotel insurance I purchased does not cover the newly remodeled room I want my money back the $250 I was charged I feel like I paid the insurance. I did it on purpose since I have two young children. I'm not understanding why they charged me. I have tried to contact ******** the resort manager several times without a call back. We were able to speak to someone at the reservation desk that told ** the total damage of the fingernail polish was only $250 and unsure of why the insurance that we paid for did not cover that except for it was a newly renovated room and that's all she knew her name was ****. We also spoke with a gentleman who was working on the floor providing service for additional towels and ask him about the fingernail polish stain and if there was anything he had to remove it and he told ** I'm sure it would be okay

  Business Response

  Date: 05/12/2023

  **************** checked in on 4/24/2023 and paid the balance due of $662.85 and was immediately refunded $45.14 which is the cost of the Damage Waiver with tax.  I am unsure why this occurred.  On 4/28 she checked out of the room and upon inspection there was nail polish found on the floor and several pieces of furniture.  She was then charged $250 for damages.  As of this morning I have refunded $204.86 to the card on file.  This is the $250 that was charged minus the damage waiver of $45.14 which was refunded.  If there are any further questions please feel free to contact me at ************.  

  Customer Answer

  Date: 05/16/2023

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