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:11/02/2023

  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.

  We cancelled our reservation due to incoming hurricanes coming middle of septmeber. We cancelled our reservations 18 days before our stay was supposed to take place. We met the guidelines for getting the refund and now 8 weeks later we have still not received our $477 refund. Ive called every week and all they say is they will pass it on to the manager. And then I never hear anything back, so I call again.

  Business Response

  Date: 11/13/2023

  Guest has been issued a check made payable to her in the amount of $477.25, this check was mailed out on 11/3/2023. 

  Customer Answer

  Date: 11/13/2023

   
  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: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.

  8/19/23 was date of transaction. The hotel charge an additional $661.39 to my card after we had paid in full. When ask why this happen was told by the front desk supervisor that audit manager the night before charge card cause they thought we wanted to up grade. No one reach out to us about any upgrade to confirm any additional charges. We went to front desk about refund and was told it will take 3 to 5 business days before refund will be issued. Due to this happening my car insurance and care note payment due today was declined because of insufficient funds because my account went negative because of the $661.39 charge from the hotel. I have now received overdraft fees from my bank. And will also get a late payment charge from my finance company because payment was returned for begin insufficient. This is such a hassle for a customer to wait 3 to 5 business days. Explain to my finance company what happen. Because the hotel just ran my card without confirming anything. The supervisor did not even seem to care this had happen. And when asking for a manager to get a better understanding I was told no manager is available. As of now refund has not been returned.

  Business Response

  Date: 09/01/2023

  the guest requested to upgrade to a new unit, in doing so she was charged what that upgrade fee would be, however, when she came to the desk and changed her mind the refund was immediately processed to be refunded to the account. 

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20502136
  
  I am rejecting this response because:
  The response back from business is untrue. We never spoke to anyone about an upgrade the whole time we was there. Never ask for an upgrade. The manager at the front desk even stated that they dont understand why someone would charge our card. Because we never requested anything. This whole process has put overdraft fees on our account because of someone simple mistake. They need to go back and review tapes or recording. This is unacceptable that as a customer they are blaming us for something we never requested. Some needs to speak with *********************** or *************************. They can verify and explain we never ask for an upgrade to room. 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/16/2023

  Type:Sales and Advertising 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.

  This was one of the worst places I have stayed I left early because of it the beds had stuff on the sheets and there was a bug in the fan in the bathroom it was bad service when I checked in had to wait until the employees were done talking and when I checked out something happened and then she was like u don't have check out u can just leave thanks for making me to stay there longer for no reason and stated that there was going to beach front view and I was looking at a parking lot and no one would do anything to help they did not try to clean or anything I stayed in room 139 on 8-4-2023 - 8-7-2023 but I left on the 6th

  Business Response

  Date: 08/26/2023

  Guest has been refunded in full, and notified. 

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Our check in time was 3:00pm and did not get to check in till after 5:00pm. I paid for a room with a washer and dryer but it was broken and I was told by the maintenance man they were junk and he didnt have the parts to fix them. He had us turn the breaker on and off to try to get it to work! We have been here 3 days now with no solution. We went to the pool and they didnt have any towels. We tried to talk to the front desk and they do not care at all and manager refused to come out and talk to us. We have 6 people including 4 children and packed according to having access to a washer. I keep being told someone will help me but no one has and it has ruined my vacation. The price I paid included a working washing machine!!! I shouldnt have to pay for something I didnt get! And I lost 2 hours of being able to check in!! Terrible service!!!

• Initial Complaint

  Date:02/09/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 rented out one of the 3 bedroom hotel rooms from Friday January 20, 2023- Sunday 22nd for $412.20 which included a daily cleaning fee of $34.95 and a $15 per night resort fee. The cleaning fee was to ensure that the room was beyond expectations for prestige cleaning and living conditions. Per the resort website/ management, they cleaned daily even if no one is in the room staying. We arrived Friday night (10pm) and did a quick walk through and went to bed. When we woke Saturday morning *************** said they saw a bug but it ran. Early afternoon sometime our daughter spotted a ***** in the bathroom which i recorded before my husband killed it. I sent the video it to management who had been reaching out via text to check on our stay. They said maintenance would come out to spray and assess but no one ever came. we left out for dinner when no one came and upon return there were roaches in the kitchen on our things and on the counter and I sent another pic via text to management and advised we were looking for somewhere else to go stay and I went to the front desk to advise what was going on. He advised they would issue a full refund for the inconvenience and situation but then someone else responding in the text said they would only refund if we left but for 1 day. When I returned the keys I asked for management and advised we were told by the staff the night before that we would get the full refund and they held me for about 20minutes reviewing texts or who knows just to inform me they would issue a partial refund. We ended up taking a couple roaches in my truck so i threw out our clothes because I was afraid to take the roaches in our brand new house. I called the resort that Monday again to inform we took roaches home and asked for corporate who they refused to give a number for. I was hung up on and talked to nasty, several times by staff. I just want my full refund. We had to sleep with roaches and took them home and it's not right that they lied.