Complaints

This profile includes complaints for White Point Beach Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  White Point Beach Resort

  75 White Point Rd #2 White Point, NS B0T 1G0

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  White Point Beach Resort

  White Point Beach Liverpool, NS B0T 1G0

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:28/06/2022

  Type:Customer Service 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.

  The facility is not as advertised, Finished areas of the resort cannot be used, or are in need of repairs, Tennis court under repairs Pool dirty. Walking trails closed Cabin window screens have holes and cannot be left open to allow bugs in. Electronic not working as expected. (TV) Door locks can be opened with ease, a credit card or pocket comb. (Security plate needed) Deck wooden railing in poor condition. broken or nail head not hammered in.

  Business Response

  Date: 29/06/2022

  Good morning,

   

  When Mr. ******* approached the desk to check out 1 day early (with 3 employees present...myself and 2 Front Desk agents) he stated that the accommodations were not what he wanted, and admitted that when making the reservation he wasn't sure of what he wanted.  It was decided between he, and our Reservations Agent that he book a 1-bedroom cottage, and although there were no further notes attached to the reservation, he claims that he was instructed that he would be able to change his accommodation to "anything he wanted on property" when he arrived.  That said, Mr. ******* didn't say anything on the first night of his stay regarding his displeasure with the accommodation.  After Mr. ********* first night, he claimed that he wanted to leave early because he wanted a full kitchenette.  The Front Desk staff member for which he was dealing with did offer to move him to the only cottage on property that had a full kitchen (which is exactly what he claimed he wanted), however, Mr. ******* declined.

   

  At this point, not only did he decline the offer to have the accommodation that he was asking for, he also wanted to have the balance of his gift card refunded.  As one of the 3 staff present at the desk while Mr. ******* was checking out, I apologized, and explained to him that gift cards were non-refundable (in a later email exchange initiated by Mr. Bourque, I sent him links to our website to verify this point).  Mr. ******* became very rude and stated, "you may not be able to refund me", to which I stated that I didn't understand his statement.  He then said, "I don't know who you are", to which I politely stated (with the same 2 other Front Desk agents present) that I was the General Manager of the property, and that our policy pertaining to gift cards has always been that they were non-refundable.  I explained to Mr. ******* that they acted as debit cards, and that they could be used as cash for the purchase of goods and services at White Point Beach, in the dining room, lounge, gift shop, or golf course, or he could even sell the card if he so chose.

  In the email exchange with Mr. ******* (referenced earlier), I also explained to him that his confirmation letter that had been sent to him upon making his reservation, clearly explained all of the amenities of the accommodation for which he had booked, a reminder email stating the same was sent ahead of his arrival, and a copy was also attached to his registration package for which he was asked (like all guests are) to initial to confirm that they understood all aspects of the reservation for which they had made.

  At this point, I will state that at no point (with the 2 other Front Desk agents present, which was the entirety of the exchange with Mr. Bourque) did Mr. ******* mention any of the problems for which he based this complaint upon.

  To address the complaint as it stands, we do indeed have walking trails and are more than happy to provide a map and explanation as to where they are, the tennis court is not a listed amenity, nor has it been.  We are in the process of installing new pickle ball courts, however, have not painted the lines or had the fence installed as of yet, so they too, are not listed in the amenities.

   

  Our goal is to provide the best experiences possible for all of our guests and wish that Mr. ******* would have accepted our offer to move to the cottage that he had "hoped" for.

   

  If you would like further information regarding the exchange, please feel free to contact me directly at the property.

   

  ***** ******r

  General Manager

  White Point Beach Resort

  Customer Answer

  Date: 04/07/2022

   I am rejecting this response because:
  
  

  My purpose in filing  a complaint is to show the lack of skill shown by the General manager, by referring to signing waver’s and deflecting responsibility. 

  Mr ********* response is in accurate.

   We checked in, returned later that afternoon to see about a cooking accommodations, we were told to return in the morning to see if anything could be done.

   A third call that day was for maintenance to repair a TV. 

  In the morning I returned as asked to see what was available. Was offered a cooking cabin that would not be ready until later that day at an additional fee. I thanked the young lady and said I would return after discussing it with my wife. 

  
  

  We decided not to stay, cut our losses and move on looking for a better experience. Later  returned to the front desk to check out and had done so when, Mr ******* walked up to the counter and asked the clerk what was she was doing, without introducing himself, stated their is no refund of balances owed on gift cards. I asked him who he was, he told me the general manager. I took the opportunity to let him know, the accommodations were not what we asked for in March and with several other issues mentioned earlier, we would appreciate the unused balance on a gift card refunded. 

  
  

   I was not rude only asking for the balance as we would not return. He suggested we spend it, sell it, or keep it. I told Mr ******* I would be following up with a complaint. 

  He turned and walked away saying, I’ll look forward to responding to it, THAT was very rude. 

  When dropping off the key, an older couple were asking for directions to Halifax, I talked to them about route 3 as an option, as the front desk had none. 

  As I left the girl on the deck said have a wonderful rest of your day. I responded thanking her for her help checking out but as for the day that was not likely. We left went to the nearest tourist bureau and discussed  our experience, she told us we were not the only people who had an unpleasant experience there. She suggested we should follow up with a review on social media. We agreed and am doing so, along with passing our story to all who express interest.

  Yours truly 

  ** *******