Complaints

This profile includes complaints for Water's Edge Resort & Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Water's Edge Resort & Spa has 2 locations, listed below.

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  Water's Edge Resort & Spa

  1525 Boston Post Rd Westbrook, CT 06498-2044

• 

  Water's Edge Resort & Spa

  PO Box 688 Westbrook, CT 06498-0688

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:12/14/2023

  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 was there a few weeks back 12/08/2023) with my family for a vacation and my valet-parked car was vandalized with spray paint. It looks like the vandalism targeted cars with ** plates. Once the police came, they said that there had been a similar situation 2 weeks back for another ** car on the same premises, yet the hotel failed and neglected their responsibility to provide security for their guest's vehicles. They also declined to pay for damages. They even hid the fact that it had happened earlier until the police came. A police report was also filed.

  Business Response

  Date: 12/15/2023

  It is very concerning that
  acts of vandalism have recently occurred at the property and the resort continues
  to work with local law enforcement regarding this issue.  Acts like this are not common in our area and
  our methods of addressing these kinds of issues is something we continue to evaluate
  and update in an effort to provide a safe and secure environment for our
  guests.  

  Customer Answer

  Date: 12/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  They Did not take adequate steps to mitigate this. The second incident  on my vehicle happened due to their negligence. I want them to pay for my damages.

  
  
  
  Sincerely,
  
  
  
  ******** **************

• Initial Complaint

  Date:10/16/2023

  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 rented a room at Waters Edge Resort for $435 on October 13th. We turned the heat on at 5pm to take the chill off the room. My husband checked the thermostat several times but the room remained cold even after starting a fire. When I called the hotel manager to ask for a solution, they insisted we pack all of our belonging last and get in a go cart and switch rooms. I explained that I had already completely unpacked and we were too tired to go outside in the cold at 10pm. I asked if anything else can be done such as partial refund. The manger said no. I am very upset that this hotel chose to charge me $439 for a room that was uncomfortable and cold for the majority of our stay.

  Business Response

  Date: 10/19/2023

  Thank you for bringing this situation to our attention.  When I investigated what occurred, I found
  that our Front Desk Staff offered to send a member of our Engineering Team to
  your unit to diagnose and correct the heating issue when you first reported it but this was declined.  Following that, as a secondary option, the Front
  Desk Staff offered to move you to a different unit to resolve the heat issue
  you were experiencing which again was declined. 
  We understand that things may occur during a guests stay and we work to
  address them in timely manner so that guests can enjoy their stay with us.

  Customer Answer

  Date: 10/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Complaint: ********
  
  I am rejecting this response because:
  

  This issue was not resolved. Instead the company Waters Edgebis not being truthful about there response.
  

  
  **** ******* ***********
  ******* ********
  *********** ****** ***********
  ****** ******
  ****** ********* ****** ** ********
  
  
  

• Initial Complaint

  Date:08/09/2022

  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.

  My husband and I went to our time share at waters edge July 29- Aug 5. During our stay several things went wrong one after noticing the bill after one of the dinner we thought it was very high to see that we were charge for a during that we were not served as well charged $.98 cents for ice for each drink my husband had that he requested to be "on the rocks". Then after checking out and arriving home I realized a large bag of my clothing was left behind. I called right away on 8/5 they stated found nothing. Then was told by my step daughter she left a large stuffed animal behind as well. called again on 8/6 3 times again told nothing was found and as well told them about stuffed animal. Called 8/7 clothes found when to pick up clothes removed from my bag and placed in a large trash bag, asked were my back was no answer no animal. Called back again stated ALL new clothing was missing as well as many other items . Gave a full description of what was gone. Stated the night supervisor would call no call. Also discredited my clam stating housekeeping does not steal. Did not offer any resolution or compensation. Can not explain why clothes removed from my bag to a trash bag.

  Business Response

  Date: 08/15/2022

  Mrs. *****,

  
  I appreciate you telling me about your recent visit to the resort and I
  apologize for the confusion with your dining receipt.  I will be sharing your comments with our
  Restaurant Manager so they can address the importance of accuracy with our
  staff as well as correcting any inaccuracies with our drink pricing.
  

  I am sorry to hear that you have items that are unaccounted for from
  your visit to the resort.  Our staff has reviewed
  our Lost & Found and returned all the items that we had to you.  During this review process our Front Desk Supervisor
  went as far as texting photos of items to you in an effort to return your belongings.

   

  Stephen J*******

  General Manager

  Water's Edge Resort and Spa

  Customer Answer

  Date: 08/16/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I responded that the items were not mine my items were taken out of the original bag and put in a trash bag again no explanation. Gave a detailed description of missing items and again being told my complaint was not taken seriously obviously the clothes didn’t walk away on there own as a few items remained. 
  
  
  
  Sincerely,
  
  
  
  ***** *****