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:07/29/2024

  Type:Product 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.

   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.ealth as it is, I dont see that well be making it out anytime soon. We live in another state and its not just a matter of taking a night here or there to use the credit. I have attempted to reach a manager at the hotel to discuss the situation many times via call and text and cant get ahold of ANYONE!! Even when their phone message says theyll generally respond via text in about 10 minutes. And even though both booking confirmation email and cancellation email state charges of $1466.25, my credit card was actually charged $1752.27??This isnt the respect or customer service one would expect from a ********************** like this and honestly given this behavior, I wouldnt recommend Two Bunch Palms to anyone. Hopefully filing this complaint here will get me some assistance and let others have more caution before booking here. My next step will be reaching out to the CA ************************ if this doesnt help. I would greatly appreciate assistance in this!

  Business Response

  Date: 08/02/2024

  Upon review, the description of the rate does not clearly reflect the cancellation policy of the rate the guest booked as non-cancellable. Her text message on 7/9/24 was during our 2 day text interruption where we had notifications on our website and voicemail to text our back up number. 

  Guest has been refunded for the full amount and it should reflect in the next 3-5 business days. 

• Initial Complaint

  Date:07/08/2023

  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.

  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.

  Business Response

  Date: 07/17/2023

  This concern has been resolved with a refund. guest has been contacted and aware of the resolution.

• Initial Complaint

  Date:01/09/2023

  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.

  I booked 2 days stay to celebrate my birthday and was excited about the stay since there were lots of positive review about this resort (checked in on 1/4/23 & checked out on 1/5/23).
  
  My friend and I were treated differently and unfairly because of our skin color (Asian and Hispanic) at the resort by staff/manager. We experienced negative interaction from a caucasian rude customer. We immediately contacted the resort but staff arrived 45 mins later after report and the resort staff was unable to intervene effectively which affected our mood and caused us to miss/ be lated for our massage appointments. When we asked to cancel/reschedule/ accommodate, our requests were declined by the manager right away. My friend and I ended up getting the rest of the time for massage (20 mins) but still had to pay for full 60 mins services.
  
  
  The next day in the reception, 2 caucasian customers complained about their dissatisfaction without even specified detail and their spa treatment was waived by staff without a fuss.
  
  Also $50 spa treatment credit was indicated in the folio but didn’t actually deduct from total. I have tried communicating with the resort twice and they never returned the money.
  
  Finally, complementary wine provided in room was spoiled. It had a bunch of white matters in the bottom of the wine. Wine spoilage can cause food poison. I’m very disappointed that staff didn’t check it before giving it as complimentary wine and put the customers at risk of health hazard. (Photo attached)
  
  
  I’m requesting for compensation to have refund of two massage treatments (total $406.8) due to poor management of the resort as well as $50 refund to me. Total compensation request is $456.8
  
  
  ******** ***

  Business Response

  Date: 01/23/2023

  Good Afternoon Miriam,

   

  Thank you for your attention to this concern. This complaint has been resolved. Guest was a 1 night booking and we have removed her room rate, all food and beverage charges and her 2 treatments for a total of $1,030.12.

   

  Ms. *** and her accompany guest texted guest services that another guest kicked they out of concrete tub 2 which they were utilizing. Shortly after, the Manager on Duty went up to assist but did not find any guests including Ms *** and her accompany guest in the concrete tub 2. After texting Ms *** back with the findings, she responded saying that the other guest’s items were still near the pool. The same manager offered to remove his items but Ms *** responded that she will pass since he can still come back for his items. The Manager did speak with the other guest and had the tub vacated by 5:26pm which was also communicated to Ms. ***.

   

  Ms *** and her accompany guest did not show for her 5:45 pm spa appointments on 1/4/23. At 5:56 the same manager texted and informed Ms *** that they were late for their appointment. Ms *** asked to change her appointment the next day but we could not accommodate due to being fully committed.

   

  As for her claims of another guest getting their cancellation charge waived, that was due completely difference circumstances because we could not honor the booking. Her other claim of receiving “spoiled wine” which was a complimentary gesture due to her celebrating her birthday. The wine in question is Das Bronze 2020, which is a “skin contact” wine from Weingut Edelberg Winery in Germany and is natural [unfiltered]. All natural wines have residual sugars, fermentation matter and sulfites in the bottles. Below is the link to the vineyard’s website as well as another link with that bottle. 

  ****************weingut-edelberg-das-bronze

   

  The guest is aware of the resolution which is more than what she listed in her correspondence to you.

   

  ******** DirectorofOperations