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:05/17/2024

  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 went to a hotel and was not told they do not accept dogs. I was charged for RM damage when we left the room clean and no damage. I have been scammed and others had their dog in the same hotel. She barged into our room a few minutes before or around checkout time without knocking and then banged the door about the dog. Thats illegal and I need something written that I agreed to pay this because I did not. I have videos showing there is no damage, she is an invasive employee who can walk in on others getting dressed and she had the chance to scan the room while we were still there. I need my money back now.

  Business Response

  Date: 06/12/2024

  To Whom It May *************** Aire Oceanfront Inn has been apart of *********** for over ******************************************************** *********** and multiple This guest booked through our website which provides a most accurate description of our rooms, room types, amenities, reservation policies, and property itself. We DO NOT accept pets. Please see the attached document of the reservation confirmation the guest received after booking that clearly states, NO PETS. The guest did not mention having a pet at anytime and we were notified by housekeeping that they snuck a pet in the room. Front Desk knocked on the door after checkout time and after no answer proceeded to enter the room to be able to strip and prep for housekeeping. Upon opening the door realized guests were still occupying the room. The charge was mistakenly tendered as "Room Damage" and not "Cleaning Fee." We gave the guest a break and only charged $100 cleaning fee instead of the normal $250 fee. Due to a dog being inside the room we have to do extensive cleaning as a precaution incase the next guest staying in that particular room may be allergic.

  Sincerely,
  ***********************
  Managing Member / General Manager
  ****** Sea Aire Corporation

• Initial Complaint

  Date:09/19/2022

  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.

  I reserved Room #8 on Feb 21, 2022. I paid in full for the 10 day stay July 28 through August 7th. When we arrived, we are informed we were put into room #10. When we asked why, Collin the desk clerk became very irate, started screaming at us. My husband left the office. Collin then told me: If your husband said one more thing, I was going to take him outside and ************. Good thing you are 80 or I would do the same to you.
  I was threatened and insulted in one sentence! I took the key to room #10. Later that day, I went back into the office to ask Collin for the wi-fi code and the gate code. He said he would print it out for me. After reading this paperwork, I notice the make/model of vehicle had the word: ****. I was shocked. Friday morning, I went in to talk to Chelsea the manager. She called Collin back in and he was again, upset. When I asked him why he wrote that word on the paperwork, he screamed in my face: I REALLY WANTED TO TELL YOU TO ********~
  Chelsea said and did nothing. I asked her for the Owners names and phone numbers. She refused. She claimed she would have them call me. I have heard nothing. In the meantime, my husband I went to look for another motel. We didn't find one until Sunday afternoon. We booked with them - Monday August 1st to the 7th. I went back Monday morning and asked Jasmine, another manager, for a refund on the last 6 days of our stay. She refused and refused to give the key back to room #10. I figured, we still had a right to the room that was paid for by me. We went to City Hall and got the info on the owners and addresses. I wrote to them and I got no reply. We then went to the Police Dept. of Cocoa Beach and filed a Terroristic Threatening Complaint********* against Collin. What I wanted was a refund of $1,174.00 plus tax for the unused days at Sea Aire Motel. I know they re-rented room #10. We had to spend an extra $1,578.75 to finish our vacation. I have all copies to prove my statement.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 8, 2022/10/14) */
  I would like to start off by saying Sea Aire has been a staple in this community since it first opened the doors some 70 years ago. We continue to uphold the same standards to present day. We pride ourselves on the hundreds and hundreds of returning guests that return year after year. ***** ****** and her husband have been coming here for years. Their past 3 visits they there has been a negative encounter each time, all with different staff members. They were blacklisted last year after the last run in with our front desk, so I am puzzled on how they were able to book for this past stay. We had many guests complain about them this last reservation as they were heavily drinking and arguing all night and the guests next to them could not sleep and felt uncomfortable around them. ***** came to the front office and let the front desk manager know they decided to leave and she asked for a refund. Our manager let her know per our policy the reservation is non refundable. I have attached *****'s reservation confirmation and at the bottom states our cancellation and refund policy.
  
  
  Consumer Response /* (3000, 10, 2022/10/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First, my husband and I were not heavily drinking the 3 days we were there. When we got there late Thursday night, we went out to dinner. That's when we noticed the 'F' word printed on our paperwork. We got back to our room late that night. We got up early, 8am, and went to the beach and I returned to the office around 11am to speak to the manager and that is when the boy screamed in my face: ******** The manager Chelsea did and said nothing. I asked for the owner's name and phone number, she refused. I went back to the beach. My husband, and I packed up about 2 or 3pm. We went back to the room to clean up and we left for the day. We got back to our room later that night. If 'neighbors' heard us, it must have been the TV too loud. The next morning, we got up early and spent the day on the beach, went back to our room around 2 or 3pm, cleaned up and spent the rest of the day searching for another motel. We did the same the next day. We finally found another hotel on Sunday and planned on moving there Monday morning. As far as other guest being afraid of us, I had a woman approach me and asked me if I was having problems with the managers. I told her I was. She said she was too; she never met such rude people. She called her daughter and told her daughter not to come because she was going to find another motel for them to spend time. A woman contacted me through ************. She told me she and her husband stayed right after we did. They put down $100.00 deposit. When they left the next morning, she noticed, they were charged the room fee plus that $100.00 as an 'Event Fee' and a mysterious charge of 12.00. With your help, the BBB, you got them a refund of 112.00. Now in my case, I am sure they will use any excuse they can find not to refund our $1,100.00 plus tax. This past vacation and all other vacations there, we get up very early and spend all of our time on the beach, not in the room or outside. When we get back to the room, it is to clean up and leave for the remainder of the day. Return late at night, watch TV and get up early. We never had trouble with any guest at any time. BUT this last visit, all 3 of the 'managers' were rude especially the young guy and his mouth, the swearing and the threatening of bodily harm to me, a woman. This young guy, Collin, is also rude to the place he works! He asked me why I would want to stay in a dump like room #8 instead of the better room #10.
  As a matter of fact, the 3rd manager tried to take that paper with the**** word on it, my proof of the rudeness I was expected to accept. Now, if you look at this in reality, I was insulted, threatened and made to feel like I was the ignorant one. Any other normal person would have done the same thing...MOVE TO ANOTHER MOTEL. When Gary was the manager, this motel was a great place to stay! It was fun, friendly and had a great atmosphere. This new management company has made this place cold, unfriendly and the air is filled with tension.
  As far as their cancellation or refund policy is concerned, I did not cancel, I was forced to leave for my own safety. If the owner had any sense of pride, he would gladly refund my money just for the shear fact of reading the *** word on my paperwork!
  
  
  Business Response /* (4000, 12, 2022/10/18) */
  We stand by our original statement.
  
  
  Consumer Response /* (4200, 14, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Just what I expected. This speaks volumes of the owners integrity. How sad for them, they do not know right from wrong.

• Initial Complaint

  Date:09/09/2022

  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.

  Upcharge of Event Fee during Rocket Launches when you arrive to check in.
  Recently, I wanted to see the Launch of Artemis 1, I didn't have a lot of money to spend, but I wanted to beat the crowds and stay the night on Sunday, August 28, 2022 so that my husband and I could view Artemis 1 Monday Morning. We booked a room through booking.com and tried to get the cheapest room just for one night on the beachside to be able to wake up and view the launch. We ended up with "Sea Aire Oceanfront Motel" which with taxes and fees came to $178.00/night. We requested early check in, but they couldn't guarantee it, so as we are also Annual Passholders for Kennedy Space Center, we ventured there first, spent our day there and checked into the motel. When we arrived as common practice, hotels usually get your credit card and place holds for $100 to cover room, etc. The room was nothing to write home about, its a 1950's motel without amenities (no pool) it is what we needed for the one night. When I realized later in the day that they actually charged my card $100 I called them while out to dinner and they said that I would get it back, then I went to the office and they said again it would go back on my card. When we checked out, I finally realized that I was not getting the $100 back, and that it was an "EVENT FEE" . The check-in paperwork I had signed the previous day (because the disclaimer on the paper didn't say anything about an event fee), it was hidden in the last line of another page so that when you sign in, essentially you are signing off on paying that fee. Then as we checked out, they charged my card again for $12.00, they couldn't tell me why, just that I had a balance (which I didn't) I had prepaid through booking.com there should have been no fees when I arrived at all. I am disputing the $112 as an unethical practice. There is nothing stating there is an event fee prior to arrival and even the Tourism board has never heard of such fees.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Case Number.. XXXXXXXX
  In reference to the complaint we are sorry for any confusion we might of caused. We will refund the guest $112.00 on their credit cardby the end of business day today 9-16-22.
  
  
  Consumer Response /* (2000, 7, 2022/09/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Today, Monday, September 19, I was able to see that indeed the money was credited back to my card. Further, I will revise my reviews to reflect this credit, but will not change my view as this practice of additional fees upon arrival, lean towards price gouging and unethical practice. My hope is that you make all your clients/customers aware of this additional fee prior to their arrival and again at check-in while they are signing off on paperwork, and that you move the disclaimer to another form, to make it clear and stated.