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:08/08/2022

  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.

  I booked this room for my mother and siblings. The photos of the room look clean with modern facilities. I was unable to go on the trip but assumed they were going to be provided with a satisfactory room as the pictures show. However, after they returned from their trip, they described the conditions of the hotel to me. When I showed them the picture of the glass shower, large vanity, and modern bedding and flooring they said it looked nothing like what they stayed in. They were located in room 19 at the hotel, and this is the condition of the room. The floors were incredibly dirty where their socks turned black after walking to the bathroom. A plunger next to the toilet because it wouldn't flush. The toilet seat was peeling. Dark black spots in the shower where tub stickers once were. The restroom door wouldnt close unless slammed. Bedding had cigarette burns and a dirty mattress. Smell of smoke mixed with cleaner solution when the room was non-smoking. An empty pool where there was no statement the pool was unavailable. When my mom arrived she translated for a house keeper who was wanting to quit because of the poor conditions of the hotel. Overall horribly poor and unsanitary conditions. I cannot believe the false advertising that is happening through the pictures on every booking website. If the hotel is in the process of being renovated, I feel the only rooms that should cost $159 a night, are the rooms that have been completed. The room they were in was unacceptable and not worth that amount of money, no matter how close it is to the beach. I called the hotel manager and asked for a refund, however he stated that since my mom stayed the night it was too late. He said booking.com doesn't allow him to post more pictures of the actual room conditions which I believe is false. He said she should have complained before check in however she is not a person to complain and she was unaware of what the room was supposed to consist of. I don't believe he is being fair

  Business Response

  Date: 08/16/2022

  I apologize that the guest had a bad experience at our hotel, this was certainly not our intention. However, unfortunately we will not be able to provide a refund.

  
  

  I understand that the guest states that conditions of the room appeared poor according to their relatives. However, this is something that has not been brought up by other guests that are currently staying in the same room 19. We currently have a guest who is occupying the room for 20 nights at the moment and they say that they are satisfied with the accommodations. In terms of the pictures of the rooms online, Booking.com only allows us to post a certain amount of pictures of our rooms, thus the pictures that are posted are the pictures that we believe gives an accurate representation of the quality of our hotel rooms. In terms of the cost of the rooms, this is around the average rate of that type of room of hotels in our area, if not actually below average.

  
  

  We would have been able to provide a refund the same day that the guest checked in if they were dissatisfied and brought this to our attention day of , however because they stayed a full night in the room, due to our policies, we are not able to provide a refund now.  I do sympathize with the guest's complaint and would like to offer them a 25% off discount if they would like to stay with us again. This is the best we can do at this time.

  
  

  Thank you again for your message.

  
  

  Best,

  D**