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:08/26/2022

  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.

  While staying by at the Viva Wyndham Resort, this company brought several
  Hundred teenage guests. The first night was very loud, waking my daughter at 2am. I tried asking them politely to move down the hallway as they were waking my 6 year old only to be sworn and yelled at. I went to their team leader and security for help. This group was, according to Alexandra (coordinator), spoken to and it escalated from there. This same group continued to harass and threaten myself and my family. I agreed not to press charges for harassment as it got so bad this group of teenagers were ponding on my door throughout the day and into the early morning. They would wake us up in the middle of the night calling us obscenities and pounding on the door. One night. I awoken to pounding and yelling so loud I thought they were going tog er in and had a panic attack which then triggered and asthma attack. Sought help from security and they stayed with me to see if I needed to seek medical attention off the resort. When Alexandra asked me to work with her and she appreciated me not pressing charges, we asked to be refunded the cost of the three nights we were harassed. She stayed I contact until July when I got an email saying it would be more difficult as we had booked through Expedia. Since then, she had not returned any of my emails and neither has the company itself. As these students, they assured me they knew exactly who it was and had spoken to them multiple times, violated the contract with them that stated they may not impede the enjoyment of other guests and harassment and any for of abuse, including verbal, wpuod not be tolerated and they would be sent home. However, this company chose to let them stay and continue to harass us.

  Business Response

  Date: 09/01/2022

  Dear ******,
  

  We apologize if your vacation was negatively impacted by any younger traveler. Breakaway Beach works year around with our students, their parents and our vendors to provide a graduation experience for our customers. Our priorities are always the same, student safety and ensuring that our travelers have a memorable experience.
  
  We take the safety and supervision of our travelers very seriously. Breakaway Beach has one of the highest student to staff ratio in the business at 25:1 and long standing relationships with our suppliers and vendors. After a thorough review, we can confirm on two of the nights during your stay, our travelers were off-property, and on another night our travelers were at a beach party. As part of our program, travelers are required to be in their rooms after evening programming thus any noise you allege would be students returning to their rooms. Security and our on-site staff were posted in these areas to deter students from causing any disruptions to other guests.
  
  Our team and hotel security addressed your complaints on-site and assisted to the best of our abilities. Unfortunately, our efforts were met by your verbal harassment and name calling directed towards hotel staff, Breakaway Beach staff, and our travelers.
  
  While we are very sorry to hear of any disturbance to your vacation, we took every action possible to remedy the situation immediately. As you are not a customer of Breakaway, we recommend that you contact the hotel or your booking company to address your complaint and requests.
  
  
  
  Sincerely,

  The Breakaway Beach Team

  Customer Answer

  Date: 09/13/2022

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  I just received an email in my junk saying the case is closed because I did not respond but the email was in my spam and I just got it tonight. This case is not resolved. I asked several times for help from their their staff and the hotel. I did not name call or verbally harass their staff. The students came through at about 2am and were pounding and yelling through my door. Then the last night it started at 4pm. They harassed us in the dining halls during daylight hours swearing at us. I talked to several staff and was told they would place staff out side where we were located but after being woken up in the middle of the night found no staff there. I even had to get hotel security involved and they threatened to throw the students off from the resort. I spoke to ********* who said she would work with em and I agreed not to press charges for harassment on the group of kids who were harassing myself and my family. I also reached out to their customer support, as you can see form the emails in the attachments, explaining what was going on and that I needed help. It is not the hotels sole job to monitor the hundreds of teenagers that weee brought there. Also when they returned from off site, they opened the disco tech near our rooms. ********* said they were harassing us earlier on our last night because they made the decision to not open it that night due to the harassment and that she had spoken to the group of students more than once. According to their contract, they should have been asked to leave when it became apparent they were harassing myself and my family. I have my sister and my daughter who can also  attest to the fact that I asked for help several times, in the middle of the night and did not once verbally harass or name call any of the staff for the hotel or this business. ********* said she was working on getting us a refund for those nights to work with us since I did not press charges with security that night and then suddenly stopped answering all communications.
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 17781759

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 09/14/2022

  Dear *******

  To reiterate, you are not a Breakaway Beach customer, and Breakaway Beach does not own nor operate the Viva Wyndham Resort. These two factors limit our capabilities with your requests during your stay and after. Breakaway Beach and Viva Wyndham Resort staff provided the following options and services to address your issues, complaints and/or needs.  -  The resort offered to move your room to another section of the hotel daily. You refused or objected to this option, and continue to complain about noise around your room. -  Resort Security and Breakaway Beach Staff posted up outside your door and in the hall above yours to keep passengers away from your room. We received no other noise complaint from any other guests the entire trip. -  We informed you of our activity and event schedule so that you were aware of when, where, and times our travelers were going to be on site. -  The hotel offered you assistance (transportation, escort, etc.) to the hospital.Again, we apologize your vacation was negatively impacted. As previously mentioned, any further complaints or requests should be directed to the resort or your booking company.Thank you,The Breakaway Beach Team