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Business Profile

Hotel Reservation

Emerald Shores Hotel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/16/2025

    Type:Product Issues
    Status:
    Answered
    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.
    yes, that is correct. They did refund me for one night, however I did not get  into a room until after midnight because of the multiple room changes. its also a problem to travel when you have children with you after midnight to find another hotel. I would also like to add that the receptionist told me that I was still going to be charged for the room whether or not I stayed in there.

    Business Response

    Date: 04/24/2025

    With the issues our guest had, I agreed to refund the second night of the stay. The first night was kept since the guest stayed in the room that night. The second night was refunded on April 10, 2025.

    Customer Answer

    Date: 05/05/2025

    Good morning maam I did send a response over a week ago. I also reported that I didnt get checked into my fourth room until after midnight leaving me no opportunity to find another hotel to stay.

    Business Response

    Date: 05/27/2025

    I agreed to refund the second night of the reservation which was done on 04/10/2025.

  • Initial Complaint

    Date:12/31/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.

     
    Complaint: 22749983

    I am rejecting this response because:
    The Hot tub was stilled flagged the whole time we were there. They did not notify us if it was repaired. Breakfast buffet was not stocked up like they had posted and coffee was always empty. 

    The high tide is understandable as well as the fire alarm going off, that is out of thier hands.

    It still ***** that I could not use it for why I had reserved it for! 
    Sincerely,


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

    we had to vacate the building.Very heartbroken, I did this for my wife to enjoy her break from work unfortunately it just added more disappointment from it.I posted a review with Hotels and am going to find out how to file a complaint with them as well.

    Business Response

    Date: 01/25/2025

    The hot tub was down due to the heater needing a part. The heater was fixed within two days. The beach area not being usable during high tide is not the hotels fault. Continental breakfast consists of breakfast bars, muffins, pop tarts, breakfast bars, oatmeal, yogurt, bagels, fruit cups, milk, OJ and tea. We supply coffee in the rooms but the coffee condiments are at the breakfast are which is available 24/7.. ************ is not a gauranteed time. We make sure the days arrivals are done first and then do the room services. Also, the fire alarm was not the fault of the hotel. A guest had burnt toast which set off the alarm. While an inconvenience for everyone, this was out of our control.

    Business Response

    Date: 02/05/2025

    We do apologize for all of the issues. Once the hot tub was fixed, other guests were enjoing themselves in the hot tub. We can offer a nice discount on a future stay to make the guest happy.

    Customer Answer

    Date: 02/11/2025

     
    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.

    I know this is all they are willing to do. NEVER WILL STAY THERE AGAIN. 

    Sincerely,

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

  • Initial Complaint

    Date:10/07/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Date 10/6/2022 thru 10/7/2022

    We checked in a little after midnight from what I remember. The place smelled pretty bad in the lobby, the halls and the room. Everything in the room was very old and dirty. We decided we would make the best of the night since we were only staying the one night. We then were woke up at 7:30am to extremely loud banging on the roof for the next hour until we left. I asked for a refund at the front and was advised they are not able to do anything and offered the managers number. After reaching out several times the manager never answers the phone and there is no answering service. We just want help getting this resolved.

    Business Response

    Date: 11/14/2022

    Business Response /* (1000, 5, 2022/10/14) */
    Our hotel was hit by Hurricaine Ian. We suffered storm damage including the roof being blown off. On that Saturday a roofing company started carrying tools and material to the roof. At 10 AM the hard construction started. To protect our building we could not wait any more days to get the job done. The roofing company also had a time limit due to other properties affected by the storm.

Emerald Shores Hotel is NOT a BBB Accredited Business.

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