Customer ReviewsforDunes Village Resort

We stayed at the hotel for the weekend and had a great time with all the fun amenities. We were disappointed upon leaving to find bites on our skin. There was six of us in a family suite and we each had bug bites on our bodies when we left and not when we arrived. This trip happened during fall and there was no bugs and we weren't even outside, we used all the indoor facilities. These bites were not from mosquitoes or from anything remotely close to a mosquito or a flying bug. We knew that it was bedbugs and we called the office and spoke to the manager. The manager supposedly had pest control go out there and inspect the room and said that they couldn't find any bedbugs. The manager also said they were going to email me a copy of the inspection , which I never received. The manager offered 30% off our next visit which is ridiculous because they should have offered more. They should've offered our money back. Why would we want to travel all the way to ************ ************** just to save 30% on one night at a hotel that caused us to have bugs bite ** in the middle of the night. The bug bites were identified by my doctor as bedbug bites but the hotel disputes there was bedbugs and apparently there is an invisible copy of an inspection paper by a apparent pest control agent Whom I have no idea the name of. Manager lied and never sent copy of inspection. Case in point the hotel isn't losing anything by giving guest a free night, as a business person this is the only way you're going to have a guest be fully satisfied and ever return because we will never return now because we are not satisfied that we had to pay money and lose blood all in the same night. We had to leave all our belongings outside and had to slowly move things in to wash them with hot water before re-introducing our suitcase items to our home to avoid an infestation. This was tedious and ruined our entire vacation.

Mr. O,

Thank you for reaching out to us about your visit. We take complaints such as yours very seriously and I do see where this was reported and your unit was inspected by our pest control company not only once, but two times due to the information relayed to us from your doctors visit. We always want to ensure we do everything on our end to prevent issues for our guests. Both inspections were found to be negative and the manager that was assisting you confirmed the email on file and that is where she sent the negative inspection results to. we do see on this review you have another email address, so we will forward it over to that one as well to ensure that you receive it.

They put me in a room that had mold in the bathroom and in the shower curtain. The balcony door did not open properly and it kept getting stuck and was hard to push open. I hurt my shoulders and was in a lot of pain. When I asked for a full refund, it was denied. Furthermore, they said they would change my room but could not give me a time-frame. I asked the manager to come to room and see what I was complaining about. She downplayed the door although the employee she took up with her couldn't open it easily. I finally started crying and she said she would put me in the room next door and it would take about an hour. From 7 am until 1pm was when I finally got moved. I was so skeeved by the experience I wanted a refund to go to another hotel, but that again was denied. I don't want a discount, I want to get a full refund for the two days I spent in the room that was filthy, mold infested and dangerous . If I don't get the full refund I will pursue this legally, since I was injured by the door on the balcony with the stain to my shoulders.

Ms. Calantjis,

We have looked into your concerns and are sorry to hear that you were not satisfied with your visit. The manager that assisted you reviewed your issues with me. In your first unit you stated the balcony door was difficult to open. Our team then set you up for a room move and told you we would call once available / ready and that you could stay in your room until the new room was ready. Shortly after you had come down and asked staff to go up to the room with you, which a supervisor and manager did. They saw your concerns and you had told them you recently had a shoulder injury that made the door extra difficult to open. They told you they could also have the balcony door to your new unit oiled to some degree to make it easier.

You stated you would find a new place to stay if needed and they let you know that they were waiting for a room to be cleaned and wanted to help.

They took you to a room next door that was almost done being cleaned and you made them aware it was much better shortly after walking in. The manager with you had asked you to try the door and you said it was better but asked if we would have maintenance still lubricate it. This was done by maintenance staff before you were relocated to the new room. The move took about 30-40 minutes and our manager wasn't informed of any other issues during your visit.

We are truly sorry that you had this inconvenience during your visit with us. Unfortunately, I do feel our team took the appropriate steps to take care of your concerns quickly while you were here and we will not being issuing a full refund for your four night stay.

The fact that a hotel would put anyone in a room in the condition it was is unacceptable. Furthermore, it took from 7 am in the morning until mid afternoon to get into a new room. Whenever I asked when the move would take place I was not given an answer until I went to the desk and insisted the manager look at the condition of the room. Seven hours of my vacation was wasted waiting for a new room. Your hotel has a lot of nerve putting anyone in a room that has mold, that is dirty and a balcony door that needs two hands and all my might to open. The fact that you think changing my room was enough is why your hotel has all these complaints on **** By the way, the front desk employees are not friendly and the manager only went into action when I started crying over the situation, prior to that she tried to down play the balcony door situation. I am happy to know that someone else will be reading my complaint and decide NOT TO go to your hotel, since it is unfriendly, dirty and needs much repair. The audacity to put me in a room where the shower curtain was filthy with mold is again unacceptable and I will be speaking to my lawyer.

We rented condo unit *** in this tower which is privately owned. I looked at all the reviews on VRBO and there were only 5 star reviews. We rented for a week and when I arrived, the condo was sub par compared to any other vrbo condo we've ever rented. The beds were cheap and very hard, the pillows were very cheap and uncomfortable. While I was there, someone was running a clothes dryer and I could smell the dryer sheet being vented into my condo which is very concerning by itself. I will be filing a complaint with VRBO also and with the owners as well. This unit is not safe to be rented as is and things need to change. It was misleading due to all the 5 star reviews. I ended up staying for 1 night only and drove all the way back home the next day. Units like this should have much lower ratings and there should be refunds of at least a certain percentage when the air quality is not as it should be. I am so sorry I ever rented here as my vacation was ruined.

Mr. and Mrs. *******

We sincerely apologize that your vacation experience was not as expected. This business listing on the BBB is for the rental management company of Dunes Village Resort's units that are on the on site rental program. As the unit you stayed in is not on our rental program, I apologize that we have no access to this unit or any reservations regarding it. Contacting the owner/agency that you booked through as you said, will be the best way to get your concerns addressed and resolved. Should you ever consider coming back to Dunes Village Resort, we would love to have you visit us in one of our units that is on the rental program managed by the on site management team and we'd be happy to assist you with this,.

Sincerely,
Dunes Village Resort Management

This was our initial email to the resort:
Good Evening,

I'm reaching out in regards to our recent stay at the Dunes Village. We experienced several issues with our room during our stay and are seeking a partial refund. During our week at the resort we had no TV in the main living area due to no cable or internet connection for the TV. I spent hours on the phone (4-6 calls) with both guest services and the tech support personnel. Ultimately, the tech support team told us that the TV must be replaced in order to be functional. Additionally, we woke up after our first night and the kitchen floor and counter was covered in water. The ice maker line in the freezer of our kitchen wasn't hooked up correctly and when it ran all night it was leaking water. This caused us to lose all the food on the counter next to the refrigerator. Finally, the kitchen stove was only half functional. The two right eyes did not come on or heat.

Ultimately our stay with Grand Dunes was still enjoyable for our children but there were too many inconveniences for us to feel comfortable paying the full rate to stay for an entire week. This is was our last family vacation before we move to Germany in June and we will not have an opportunity to come visit the resort again. Please let us know if you have any questions about our stay or would like to discuss over the phone.

We immediately got a response to call the resort to speak to management.
The first day I called, manager was busy. Left a message with another representative and never received a call.

Called again today, manager is not there or available. Left another message. No call back.

Sent a Facebook message and was asked for contact info.
Can someone please contact about our stay!

******

Ms. *******,

Thank you for reaching out to us about your visit at our resort. This is certainly not a normal reflection of our resort and we sincerely apologize that you have been having issues with trying to speak with a manager. A member of management will be calling you directly today to discuss your visit and your concerns. Thank you again for reaching out to us.

Dunes Village Resort Management

Between submitting my review and it posting, I was able to speak to management which handled the situation and was delightful to speak with. I am happy with how the situation was handled and we hope to visit he resort again and have better luck with our room.

My family and I booked five nights in the four bedroom delux and it was as expected. Comfy beds, quiet, spacious, beachfront, and clean. Aged, sure however it is not a new establishment so that is expected. We were enjoying our stay so much that when it was ending, and half of our party was leaving, my husband and I wanted to stay Lo He went down to the front desk and asked if we could transfer rooms and was told "yes, we have plenty of open rooms to choose from so that won't be a problem". later, I went down to book the room...and met Toni. Ms. Covert's attitude was awful. She quickly became very sarcastic and condescending. She said they had no rooms at first but then changed to say she could sell me some but we would have to pack and bring everything down to the lobby and wait until another room because available, if one were to. I replied that it sounded as if I just needed to find another hotel to stay in and she sarcastically replied "that's fine". As moving hotels would have been even more of a hassle, I just went over to the next tower. Kaly was there and what a difference she made. I asked her if there were any rooms on my same floor that I could transfer into. She replied that she did and allowed a late check out in our current room so we could easily move over. I went to be that night thinking, maybe Toni just was having a bad day and something I said upset her. Maybe Toni has something going on in her personal life that just caused for her to be off today. We all have them. I chose not to write to anyone above her. After we moved rooms, I went to the desk later to obtain a parking pass and Toni was there. I asked for the pass and she said "So, I see you got your way and got another room". I bit my tongue because I was just in awe that she would say that. I replied that I did indeed speak with Kaly and she was very helpful. Toni then took several of her bosses business cards and tossed them at me and said "here, call my boss if you want to". I handed them back and said I would prefer to speak with someone higher up, as in corporate. She replied "well, we don't have a corporate office so good luck". At this point, I looked at her name tag to obtain her last name because I certainly was not going to stand for this behavior two days in a row. I see that she is a supervisor!!! How? This is by far the most immature, disrespectful, and just flat out nasty person I have dealt with, over nothing too. It isn't as if I came to her with a complaint or attitude. I came to her to request that I pay more to stay longer. Maybe she had a bad day one day but to blatantly start off with an immature and unnecessary comment today was simply not called for. I knew it wasn't anything I could have said or done this time. I stated that it is best if we just don't speak to each other. Her reply "well, I don't want to talk to you anyway" but then kept on and on. I asked that she please stop and she continued stating "I work at the front desk so I can talk all I want to". I am just beside myself that this is a person representing the company and in a supervisor role at that. So, my first day in our new room and all I have wanted to do is go home. I'm simply disgusted.

Ms. *********

I sincerely apologize that you are upset with the interactions you had with our front desk team. As our front office manager told you when speaking with you about this incident, we did look into your concerns and address them with our team and we take all complaints very seriously. The supervisor that you spoke about in your review has been with us almost 10 years and I can assure you she has never had a complaint such as this. Regardless, we have all reviewed this together and I can assure your concerns have been addressed.

Pictures on website misleading. Furniture is antiquated. Not very clean. My friend tripped on a loose tile in the bathroom and hurt her knee. It smelled bad.

Ms. **********,

Thank you for taking them time to tell us about your recent visit. I have searched our reservations and have not found one under your name. Did you reserve your room with us under another name? We have management on staff 24/hrs daily, were you able to speak with anyone about your issues while you were here?

I look forward to assisting you with this.

Sincerely,
Taylor K.

The room was under my friend's name ***** ****** I did eventually speak with a manager. ***** was too angry. Although we got better accommodations, there were still issue. The washer hose wasn't connected and water was soaked into the rug. Carpet on the balcony was ripped. The paint on the frig had worn off and the furniture was very old and there was a huge stain on the sofa that we wouldn't dare sit on. I honestly think that there was some bias going on. We are Africsn American and don't live like that at home. Why would we accept less on a supposed vacation RESORT.

The room was under my friend's name ***** *****

Mrs. ***********

Thank you again for sharing your comments with us regarding your recent stay at Dunes Village. I truly apologize for any inconveniences you may have encountered. I assure you this was not an accurate reflection of our resort or its operation. we do value your business and would truly enjoy an opportunity to redeem ourselves. We would like to offer you a 30% discount on a future stay or a complimentary upgrade depending on availability.
Again, thank you for your comments and we look forward to seeing you in the near future.

Sincerely,

Raymond H