ComplaintsforDunes Village Resort

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid concierge for meal voucher to be refunded at sales pitch the next morning. I fell ill and unable to use the voucher. Wife called to cancel the tour next morning.was told to return voucher to concierge . Concierge took cell phone photo said they didnt need the voucher.i was told to expect a call from supervisor and told I would get a refund.10 days later I called dunes village who claimed they had spoke with ******* rep and the refund was issued and would take **** for me to receive. This has been close to a month with no refund.

  Business response

  11/27/2023

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

  We sincerely apologize for the issues that you are having with getting your refund.  The concierge is a separate company and unfortunately we do not have access to giving you any refunds from them.  A member of our management will be contacting you shortly and will work to contact that company for you to assist in getting this resolved.  Thank you for reaching out to us and we hope that we will be able to help you get assistance on this matter.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  An ABSOLUTE Disgrace of a business and customer service from beginning to end. First of all- the room was a complete disaster so my wife had to clean it basically for the staff. My biggest issue came from all the smoking of marijuana the entire 7 days we were there - I called the front desk and he told me that the manager ****** would call me back. Guess what, she never did. The Oder was so strong that my 1 year old could hardly sleep! After spending my hours of vacation trying to figure out where this smoking was happening - I ran into another employee who obviously hated his job. Basically rolled his eyes and didnt pay me attention until he realized I wasnt going to stop pushing the issue. I asked him why there were no smoking signs up If they didnt matter, and his response was if you can tell me where its coming from I can stop them LOL are you kidding me!? Its my job to police your policy! I asked where this mysterious ****** was.. and he said he would let her know .. so still dont even know if this person exists. Honestly she probably doesnt because I dont think anyone is managing this place.I later explained that this is complete false advertising and unethical to charge people this ridiculous rate for this service. I am in process of contacting state senator ******, and former state senator ******* - both whom I am good friends with to see if this place can be shut down. Or if we can at least get ****** to actually work and adhere to her customers.DO. NOT. STAY. HERE. After reading many of their BBB Complaints I know they are just going to offer me a 30% discount on my next stay. But Id rather spend a week in ****, than come back here. Horrible experience. And Waste of money. I will make it my mission to make sure people do not stay here.

  Business response

  07/01/2023

  Dear Valued Guest,

  I sincerely apologize in the delay in response to you, as our BBB account had an old email address on file and we did not receive the complaint when it was initially submitted.  We just recently received a letter from BBB in the mail regarding your complaint.  I have looked into your concerns and spoke with our ************* Manager, *******, who does work with us.  ******* was unfortunately never made aware of your concerns during your visit with us.  Our managers take all guest complaints very seriously and I sincerely apologize that the unknown employee who you came across in the hall and expressed your complaints to, did not pass this information along through the proper channels.  We do have managers and resort safety on staff who proactively look for guests violating the smoking policy and respond to complaints as well. We have three manager shift reports that go out each and every day, as well as our reports that go out from our resort safety staff.  I have checked through all of these reports and do not see where management was contacted during your visit with us about your concerns.  Our staff are actively issuing eviciton warnings, fines and evicting guests when necessary to ensure these policies as well as others are being enforced.  We are very sorry to hear about your experience with us, as our goal is for all of our guests to enjoy their visits with us and come back time and time again.

  Being that we are not able to identify the staff member you spoke with in the hall, we are reviewing this incident with all of our team memebers to ensure that should they come across issues such as this, that they escalate them properly.  In addition to checking the manager and resort safety reports during your visit, we have also checked all call logs into our hotel operator, where they log issues and complaints that come from guests, so that we can ensure proper follow *** are done and there are no records of complaints on cleanliness or smoking concerns into our operator or any of our front desk agents from your unit during your visit.  The only record on file was of a request on 6.9.23 for an ice bucket to be sent to the room.  Be please assured that any time you experience and issue at our resort we have staff on duty 24/7 at both front desks and answering the phones to address your concerns. Once again, we are very sorry the employee you came across in the hall didn't respond properly to your concerns.  Had this been reported to an operator or at either front desk during your visit, we certainly would have been able to follow the records to better see where the disconnect occurred. This is not typical of our staff and we will be reviewing this with staff across all departments, so should complaints come to them in passing, they know the proper way to communicate these along to the front desk and management. Thank you for making us aware of your concerns, so that we had the opportunity to look into them thoroughly and review them with our staff.

  Sincerely,

  Dunes Village Resort Management

• Initial Complaint

  10/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was looking to spend a weekend with my father at one of the hotels in Myrtle Beach after Labor Day. I went to one of the online hotel sites .." Hotels.com" so I would be able to find a hotel at a favorable price. I thought I had found such a hotel with the "Dunes Village Resort by Hosteeva". The hotel was advertised at being $200 per night. During the process the Online site asked would I want to purchase a cancelation fee. I knew we were going one way or the other and seen no reason to purchase the Cancelation fee. I proceeded with the process providing my credit card information and when I received the final confirmation. It read $200 for the one nights stay plus fees which came to another $250 Dollars! I have stayed at a number of hotels and was expecting additional fees in the neighborhood of $25 to $45 Dollars. I have never stayed at any hotel where the fees were more than the Night Stay. My credit card was charged $450 Dollars for a hotel that advertised for $200. I attempted to call the hotel within 24 hours of booking the room and they told me that they would not remove the excessive fee and would also not refund my money. I also called Hotels.com since it was their site that I had gone through to find the hotel. Hotels.com agreed to call the hotel on my behalf. The representative also noted that additional fee was extraordinary, surpassing the cost of the room. After 2 days Hotels.com reached back to me and said that the Hotel would not do anything to rectify the situation and there was nothing further that Hotels.com could do. I contacted the hotel and informed them that I would not stay at their hotel and I told them that I would be disputing the charges. The hotel's representative did not sound surprised nor did they make any attempt to provide further customer service in this matter. They simply noted the cancellation. I did not stay at the hotel so they cannot say I have any complaint regarding the condition of the room or hotel.

  Business response

  12/07/2022

  Business Response /* (1000, 5, 2022/10/07) */ Ms. *****, I sincerely apologize for the issues that you have been encountering. Dunes Village Resort are individually owned condos and you have reached out to the onsite management company that manages most of the units here on property. There are owners who rent the units themselves or through other rental companies and can use outlets such as Hotels.com or VRBO to rent them out. I have checked our system for your name all the way back to August and there are no reservations or cancelled reservations under the name ******* *****. If you rented through one of the units that we do not manage, we are unfortnately unable to access any information for these units. If your confirmation had a unit number or if you could forward your confirmation over to me, I'd be glad to check into this and confirm if it is one of the units not on our rental program. If it's not on our rental program, I won't be able to do anything about this booking unfortunately, but I can forward your information over to the HOA who can pass it along directly to the person who owns your unit. Please send me any information you have on the booking and I will look into this right away for you. Consumer Response /* (3000, 7, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for responding to the BBB complaint. Here is the reservation number: Reservation ID: XXXXXXXXXX. The trip was booked on August 31st. The one night stay was to take place on September 10th. I had a representative of Hotels.com reach out to your company. It was a representative of your company that was unwilling to rectify the situation, not an individual owner. My complaint still stands and I would like a refund. Business Response /* (4000, 9, 2022/10/17) */ With the information that was sent over on your complaint with consumer affairs I was able to see the unit number that you reserved. I do see the unit that you rented is not on the rental program of ours as I expected. I have forwarded this over to the HOA to see if they can make any headway with the owner of this unit since I do not have access to any information or charges for this room and unfortunately have no way to personally be able to refund any funds on this. Consumer Response /* (4200, 11, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will wait to hear from the company's attempt to reach the HOA and or would like information on how this situation will be rectified and a refund be applied. Business Response /* (4000, 13, 2022/10/21) */ The HOA confirmed that they received your information and sent it to the owner. Unfortunately there is no further information I have on this as this unit is not affiliated with our rental management company. I also apologize I have no access to contact information for this owner either to further assist you. If you are able to locate the information for the rental company that you booked through, I would suggest contacting them directly as they would be the only ones to assist you with this matter. Consumer Response /* (4200, 15, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) How convenient that both the Dunes and ******** will not step forward to take accountability. Your company blames ******** and ******** puts the responsibility on Dunes. This is unacceptable and clearly evidence of a scam. I will continue to pursue this unethical practice, which very much seems to be fraud and a way to scam innocent people. I expect the Dunes to contact ******** and the two companies rectify this situation. Business Response /* (4000, 17, 2022/11/01) */ Ms. *****, I am very sorry to hear that ******** is not willing to help you. Again we are not the rental management company for that unit and have no access to guest information, payments or anything else for it. Any decision soley lies with ******** and we unfortunately have no way to change that. We ourselves had numerous guest cancellations that we addressed and refunded and would certainly do that same in your case, but you did not book one of our units. Consumer Response /* (4200, 19, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dunes Village Resort is contracted with ********. If this representative cannot help me, I would like for them to provide me with the specific name and contact information with who can. This scam cannot continue. It is unethical and most likely illegal that both are these companies are involved with each other and neither one is accepting responsibility. It is unacceptable and I want my money refunded...either by Dunes or ********.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I'm writing to express our horrible experience at your resort Dunes Village 5300 N. Ocean Blvd. Myrtle Beach SC, 29577 from 5/15/2022 - 5/21/2022. Our family booked 10 rooms at your resort for a Wedding / Vacation and your resort almost ruined the entire experience! Many members of our family traveled from Delaware and had to lodge in the slums of your resort. We went to guest services and many complaints were filed with no urgent response and resolution. The customer service was horrible and we were all left to feel like your staff could care less. Our family of 6 is currently recovering from the filth that we were all subjected to! Upon walking into our room the disappointment began! Our room was dirty, sheets, bathrooms, kitchen, and the living room. The sheets had mysterious stains on them and there was a dead fly in the bed, this all indicated that the room was never cleaned. The white stains on the pillows on the couch were extremely disgusting even more so than the urine on the bathroom floor and toilet seat. That's not even the worst part, We had an issue with all the televisions not working in our room, there was never any direction provided about the channels, etc. so we called guest services and they sent up a tall, bald African American gentleman with a horrible attitude. He banged on our door, came in and did not greet us at all, and acted as if we were bothering him. His only response was "you have the TV on the wrong channel " in an extremely harsh tone, which was not called for. Our 4 children went to the waterpark during the day, and the next morning they all became sick. The waterpark is filthy and the water looks murky and dirty (CLEAN IT UP!). All 6 members of our family are now sick and I want all of my money back. Your filthy resort made me, my lady & all my children sick. As I previously stated I want a full refund, meaning I want the entire $1,612.91 I paid back! ( ACCOUNT/ IN XXXXXXX) You Literally Made Us Sick!

  Business response

  08/01/2022

  Business Response /* (1000, 5, 2022/05/30) */ Dear Mr. ******, I sincerely apologize for the issues that you encountered during your visit with us. This is certainly not a normal experience for any guest to have at our resort and certainly not for a group. I did investigate your comments and do see where several members of your group spoke with management during their visit and their concerns were followed up with by a manager each time and second follow ups were done for each of them the next day as well to ensure they were taken care of. The only report that I have from your room to management during your visit with us is when we had to come to your room for a noise complaint from one of your neighbors. I apologize, but I do not see where your housekeeping issues were brought to our attention so that we could address them. We always want the opportunity to correct any guest concerns right away should they occur. I have spoken with our Chief Engineer and he is addressing your complaint about our maintenance staff, as no guest should have this experience and I truly apologize for it. We truly value your business and regret not exceeding your expectations. The next time your travel plans call for you to be in the Myrtle Beach area, please feel free to contact the Manager on Duty and we will oversee your reservations to ensure your satisfaction with your next visit. We would also like to offer you a complimentary upgrade or 30% discount on your next stay as a token of our apologies. *Restrictions apply.*

• Initial Complaint

  05/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I choose the dunes village for me , my children and my now husband to stay at for our family Trip and MY WEDDING. First let me start by saying, the room was disgusting when we walked in! I had to end up buying cleaning products and cleaning the room after a 10 hour LONG drive. Just for it to be cleaned. The bed was not made. There was urine all on the bathroom floor and all on the toilet! The shower head fell off ( someone did fix that ) i did speak with the manager and all she offered was one day compensation, she didn't change our room or anything. It was so nasty. But she was nice. She did send up people to clean the room but they didn't even do anything. All the person did was make the bed. It was stilll urine on the toilet and on the side of the toilet. I'm not sure what kind of cleaning they did but it was not good. We only stayed as long as we did is because we were tired from the long drive & there were no other hotels available. We had to stay in there before our wedding and after. I'm so mad that we paid so much money there just for the experience to be completely horrible. The people at the front desk was not nice, & the cleaning services were rude as well. I don't think we will be back. The silverware was not cleaned we had to put everything into the dishwasher to clean it. & what topped it off was we seen a BUG in our bed!!!!!!!!

  Business response

  07/30/2022

  Business Response /* (1000, 5, 2022/05/24) */ Ms. ******, I sincerely apologize for your experience are our resort and that your room was not up to our standards at check in. I did look into this issue for you as we take all guest comments very seriously and strive to ensure any issues that are found are corrected immediately. I did find your reported issues in one of our manager reports after your arrival and do see where the managers credited a night's stay for these issues that occurred on arrival and sent housekeeping up. It was reported that they cleaned the unit and replenished necessary items for you. I also see that the next day our management team did a follow up call to check on you, but did not get an answer as I'm sure you were busy with your family celebrating your big day. I do not show any further reports of issues not addressed for you during your stay. I am having the room you stayed in fully inspected by our pest control company after your statement of having a pest issue, so that we can identify any issues if present and handle immediately. We truly value your business and regret not exceeding your expectations. The next time your travel plans call for you to be in the Myrtle Beach area, please feel free to contact our Manager on Duty and we will oversee your reservations to ensure your satisfaction with your next visit. We would also like to offer you a complimentary upgrade or 30% discount on your next stay as a token of our apologies. *Restrictions apply*

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was falsely accused of smoking on the balcony. I welcomed staff in my room to check and nothing was found. Staff asked me to sign a paper saying I understood the rule of no smoking in the room or balcony, so I signed the warning. Today (next day) I find a $250 charge on my card. I go to the front desk and spoke with a different manager. She kept talking in circles and said I was being charged $250 because I signed a warning. This is absolutely insane! No one smoked in the room or on the balcony. I invited the other manager up to check the room etc and she refused. Our trip is ruined, and we now have no money for food, or gas to get home.

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/03/25) */ Our management responded to a complaint on 3.22.22 about guests in Ms. ******* room smoking on the balcony. Mgt. and Resort Safety went to the room and addressed the guests and confirmed the smoke odor coming from the unit. They requested to check the unit and were left in the hall approx. 2 minutes and then allowed access. Upon entry Mgt. did still observe the smoke odor and ashes on the balcony. Ms. ******* denied smoking, but Mgt. did make her aware of our policy and the $250 charge that would be added to their bill. They also made her aware that further issues would result in eviction. Ms. ******* signed the eviction warning at this time. 3.23.22 Ms. ******* came to speak with another member of Mgt. asking about the charge stating she wasn't informed of it and denied smoking once again. Ms. ******* was made aware that charge would not be refunded and further issues would result in eviction. Ms. ******* stated to Mgt. that she would do a chargeback on her credit card for this. We will not be refunding this charge as it was confirmed this guest violated our non-smoking policy.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 12/4/21 about 10:45pm my family and I were called ******* by some guest who were drunk we went to speak with an employee they had the guest called manager Barbara she said day shift manager has to take care of issue because she leave at 11 just wow left my family feeling unwelcomed by manager so we came back to talk with another manager Bruce who said he would let day manager Jennifer know in morning came downstairs on 12/5/21 to speak with day manager Jennifer she already knew what was going on lobby was filled with customers the first thing out of her mouth was we can't refund u for your stay here and it happened yesterday so it's nothing I can do I would of had to be working last night after I asked for her name and someone over here she then apologized and said that behavior from guest is taken lightly but it's nothing she can do so now I'm having to wait to speak with general manager just so unbelievable that I'm having to speak to 4 different managers and only thing was said to me was you can't get a refund this makes me feel as if the management team didn't care and didn't try to resolve the issue or offer any type of comp just from the way Barbara the manager handled the situation

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/12/07) */ Contact Name and Title: Taylor K***, GM We sincerely apologize that another guest spoke to you in this manner. Our staff and management do not condone this behavior. This is not a normal occurrence to happen at our resort and we are very sorry that it happened to you. Our overnight staff who are Manager, did put this in their report when they spoke with you and did let morning management know about the situation as well. Unfortunately, that evening we were not able to identify the guests that you reported. The following day two of our managers spoke with you regarding this incident and apologized as well. They did not honor your request for compensation, even though we are very sorry this happened to you, as this was in no way the resorts' fault or doing. We hope that you understand that the resort not monetarily compensating you for what another guest said to you does not mean in any way that we condone this behavior. We have futher investigated this issue as well and at the time of the reported incident you were on property and did not have a reservation with us. You choose to book a reservation and stay with us after this incident occurred, after 11pm. Consumer Response /* (2000, 8, 2021/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) But you were able to because once they had the guest they radio Barbra not to leave and told her why she did and the next morning Jennifer first words out her mouth wasn't I'm so this happened to you it was well I can't give u your money back so u see your management team was apart of the problem

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Planned trip for 7 nights late November 2021. Switched rooms after 1st night due to balcony maintenance. 2nd room was promised to be a priority clean to be ready as soon as possible. Room was not ready until 4:30 ( 1/2 hour past normal check in time). Multiple roach like bugs found in kitchen and bathroom. My husband contacted front desk and we were offered room change or to have room sprayed the following day while we were out. Opted to have room sprayed since we already switched rooms and unpacked for our stay and possibility of next room having bugs as well. Cannot be sure room was actually sprayed as promised because nothing was disturbed in room (towels in bathroom still in same place) and another bug found in kitchen that same evening. In master bath, shower curtain full of mold at the bottom. They should be changed and washed after each guest. We have pictures to show our complaints. I am seeking at least a partial reimbursement for our frustrations

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/11/30) */ Ms. *********, We sincerely apologize for the issues that you encountered during your visit with us. I have looked into your reservation and I do see where you spoke to our staff on 11/6 about the construction on our balconies prior to your visit with us. After your first night they did get you moved to another unit and I see where they did discount the rest of your reservation for this issue. I am very sorry to hear that you continued to have issues during your visit after your move. In addition to the discount management on site provided you during your visit, I have applied an additional discount to your second room and have applied that refund today. Please be advised that refunds can take up to 7-10 business days to show back up in your account. We hope we have the opportunity to see you again in the future and make this visit up to you. Consumer Response /* (2000, 8, 2021/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a 2 queen suite with double ocean view at 5200 dunes village I was put at 5300 dunes village with a double bed (2) suite. When I realized the mistake that was made I contacted 5300 and told them the mixed. I received a negative response. Was told they both are dunes village. I would like to receive a refund for the mix up

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/11/05) */ Dear Valued Guest, We, just as many resorts have more than one building. As per city code, each building has to have it's own numerical address, but it is the same resort. Our mailing address my vary from the actual tower you stayed in, but they are side by side with the same access to all amenities and in room features as well by room type. When you booked the reservation, the reservationist made a note that they quoted you a room in the Palmetto tower, which is the tower that you stayed in. There were notes on your reservation about a complaint of an insect issue and in apology for this issue, we refuned one night in the amount of $76.84, for which I will attach a copy of the receipt. Unfortunately we will not be processing a refund for any additional nights on your reservation, as the accomodations described, were what were provided. Consumer Response /* (3000, 8, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response to the conplaint. I was in a suite with 2 full beds not a 2 queen bed suite Business Response /* (4000, 10, 2021/11/12) */ I sincerely apologize that you felt you were in a suite with two fulls beds. We do not have any rooms on site with two full beds. All of our beds are queen or king size. The room that you stayed in was a suite with two queen size beds. Consumer Response /* (3000, 17, 2021/11/30) */ There was no resolution to this case I responded to last communication nothing was responded to mr Business Response /* (4000, 19, 2021/12/03) */ I'm sorry if you have not received our response, but we have responded to this twice already as the BBB records show on 11/5 & 11/12. The BBB documented there was no further response from the customer and they closed the case on 11/23. Consumer Response /* (2000, 21, 2021/12/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have not been compensated for the $76 for having bugs in my room

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I book a short vacation for for 10/01/21 to 10/04/21 With a partial ocean view room. I received my keystone room 355 went to the room it was dirty sheets everywhere dishes in sink it was a mess needless to say. Gathered all my bags went back to front desk ask for manager was told he was not their his name was John B******.The hotel gave me a room that had no view at all witch was room 155. I went back and asked to speak to a manager still no manager on duty. Explained my problem about the room and cost and nothing was done. I paid 778.92 for a partial Oceanview and I didn't get that. They wouldn't compensate me for the difference that I pay for a partial Oceanview. My view was nothing but trees.The new room that I was given smelled like a septic tank had exploded In the bathroom I had to deal with that smell for the rest of my vacation at dunes village after I paid all that money to their company.

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/10/16) */ Ms. ******, Thank you for reaching out to us about your stay. I sincerely apologize that you encountered these issues and have spoken with my team about them to ensure they are addressed and do not happen again. I am investigating your issue with not being able to speak with a manager when you needed one. This certainly should not have happened, as we have managers on staff 24/7. They might have been assisting another guest and I apologize that you were told they were not here. I have pulled up your stay and applied a 20% discount for the issues that you encountered. I have processed this refund today, but please know that it will take approximately 7-10 business days for this to show up in your account. Please do not hesitate to reach out to us directly if you have any additional concerns.

*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. ↩