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Business Profile

Hotels

Sandyland Reef Inn

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/20/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Booked a hotel room here, for $217.98 total, with a $100 refundable “damage deposit” for the room. I checked in with a registered ESA and as policy for ESA reads I do not need to disclose an animal or the services my animal provides for me. Was evicted from the property after spending 1 hour in the room after checking in, under the circumstances of not disclosing the animal upon arrival. Have not been refunded for the room, nor received my $100 deposit back. Have made multiple phone calls to the business about my refund with no response or extreme aggression. Have suffered financial and emotional damage from this incident.

    Business Response

    Date: 08/28/2024


    Thank
    you for reaching out to us.
    The $217.98 charged was solely for the room, which Mr. E***** ****** paid directly to the online agency. This amount covers the room rental which she used for 3 hours. The $100 deposit was used for deep cleaning the room and property due to the presence of a ESA or Pet. We have waived the $150 pet fee from the $250 total. 
    Ms.
    E***** ****** checked in at 8:34 PM and agreed to our policies,
    which state that pets are not allowed on site and that a form must
    be filled out for service animals.
    The
    policy also indicates that violations, including failure to fill out
    the necessary form for a service animal or issues related to the
    animal's behavior, could result in a fee and eviction.
    Unfortunately,
    there was an issue with Ms. Slater’s ESA - emotional support animal,
    which was not disclosed at check-in. Additionally, there were
    reports that the animal defecated on the property, (surveillance camera) and Ms. Slater
    did not clean up after it.
    Ms.
    Slater failed to declare the animal during check-in and did not
    complete the required form. According to ADA guidelines, emotional
    support animals are not recognized as service animals, which
    contributed to the decision to evict her.
    Attached,
    please find the check-in receipt and the hotel’s policy signed by
    the guest for your reference.
    We
    regret any distress this situation may have caused.

    Best
    regards,

    Sandyland Reef Inn
    I** *****
    Manager 

     


Sandyland Reef Inn is NOT a BBB Accredited Business.

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