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:09/20/2022

  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.

  On Friday 9/16/22 we checked in to The Dolphin Inn for our 2 day stay. We have a daughter that has a wheelchair and no available rooms on the main floor. There is only one elevator and it sounds like it is going to stop working at any second. The only room available was on the 4th floor. Incase of emergency we would have major issues getting out of the building. Once we entered our room it was immediately discovered that the room had not been cleaned properly, It had not been vacuumed(management said they have to sweep the carpet because all of the vacuums are out of service). In the bed room there was trach on the floor and on the sides of the bed, the walls look like something was spilled and ran down the wall (bedroom) The fold out sofa was gross and we didn't even use it , the room smelled moldy and if someone had been smoking in it. In the bathroom there was hair and someone flicked a booger in the sink ..it was never cleaned. After searching for other places to stay we were stuck there. We could not get a refund, only offer to another room higher up a few levels or wait longer for the room to be cleaned. It was already 5pm at the time so they gave me spray bottles to clean the room myself. The access to the beach from the garage had pallets over drain holes that our wheelchair could not access. People staying at the hotel could park anywhere they wanted even in handicapped parking (with out a place card or handicap plates). My son and daughter began scratching from bug bites on back and arm. THE CARD AND ROOM was in my husbands name ******* L ****** JR

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Guest was offered a full refund at the time of check in but did not take the refund because they could not find a room somewhere else, and we made sure at the time of check in and we clearly told the guest that there will not be any refund after you check out. I am not sure what mold is guest talking about. We enforce nonsmoking in the room but unfortunately, we cannot go into the room while guest is staying in the room to see whether he or she is smoking or not. so unfortunately, we cannot issue any refund
  
  
  Consumer Response /* (3000, 7, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  NO REFUND WAS OFFERED!!!!!! I didn't mention mold, it was the smell and filth that we had to clean ourselves. Not acceptable and no mention of no refund after we left. We spoke to 4 different employees. Not to mention other guest had to go buy sheets, blankets and towels for there room from the filth.
  
  
  Business Response /* (4000, 9, 2022/09/28) */
  
  Guest was offered a full refund at the time of check in but did not take the refund because they could not find a room somewhere else, and we made sure at the time of check in and we clearly told the guest that there will not be any refund after you check out. I am not sure what mold is guest talking about. We enforce nonsmoking in the room but unfortunately, we cannot go into the room while guest is staying in the room to see whether he or she is smoking or not. so unfortunately, we cannot issue any refund

• Initial Complaint

  Date:08/25/2022

  Type:Product 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 was charged ******* twice for rooms at their hotel. I originally reserved 2 rooms for 8/15-8/18/2022. Due to illness of someone in our group, I called and cancelled the reservations over the phone on 8/9/2022. I asked the woman who took the call for her name and for a confirmation number to make sure the rooms were in fact cancelled. She did not give me one. Instead, she confirmed twice that yes, the rooms are done, the rooms are cancelled. Her accent was very thick and I had a hard time understanding so I asked again for a confirmation number a third time, and she replied that the rooms were cancelled and then hung up. I hadn't checked my bank account in a few days, and I logged in n X-XX-XXXX only to find charges made. I called right away around 9:30pm and the man told me to call the next day after 10:00am to speak to the manager. I have called everyday and sent emails and have yet to speak to a manager or anyone that could issue me a refund. We did not stay at the hotel and were under the assumption the rooms were cancelled. A woman I did speak with at one point told me that she knew exactly who I spoke with and that she in fact did NOT cancel my reservations as she told me several times she did. I will continue to each out to the facility each day.

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 8, 2022/09/07) */
  Guest never called us to cancel the reservation so unfortunately, we cannot refund her at this time.
  
  
  Consumer Response /* (3000, 10, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did call and I spoke with a staff member who told me she took care of cancelling my reservations On 8/9/2022. This business has the absolute worst communication. I still have not received a phone call or email in response to this manner by the manager. I can see from previous reviews that they simply run their business this way. They scam people out of their money and ignore any issues that are brought to their attention. I have continued to call and/or email daily and still have had ZERO communication with a manager. Since Thursday of last week, every time I call, it only rings. No one answers the call. I assume I will just need to realize that there are not good people in this world and there are those who will just provide a business that scams individuals. Based on reviews, I am not even sure how this business still exists. If they decided to do the right thing and reach out to my personally and take a moment to explain the situation, then I may feel differently about the while thing, however, I feel that the manager will never take the time to take care of the mistake the staff member made. **** thank you for your help in this matter.
  
  
  Business Response /* (4000, 12, 2022/09/21) */
  our cancellation policy is 72 hours prior to the check in date and guest never called to cancel the reservation so we cannot offer any refunds at this point