Complaints

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

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Ocean Key Resort and Spa has 2 locations, listed below.

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  Ocean Key Resort and Spa

  0 Duval Street Key West, FL 33040

• 

  Ocean Key Resort and Spa

  600 6th Street South Kirkland, WA 98033

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:03/28/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On Friday March 15th, I made a reservation at Ocean Key resort in ******** to take the family away for Spring break. The reservation was for the family to be there from Tuesday through Friday. At the time of the reservation, Ocean Key had a requirement where 1 night deposit had to be paid plus taxes. Knowing that my family was certainly going to Key West, I did not have any hesitation but booked the hotel. Sadly, Saturday morning, my daughter woke up with a terrible sour throat, fever, and headache and was very sick. I then immediately contacted Ocean Key and tried to cancel the reservation as I thought my daughter was possibly coming down to CoVID. There is no way I could leave ******* to ******** with a sick child on Monday night. When I made the call to the hotel, the gentleman who answered told me I am still within the 48 hrs cancellation period and that he would cancel the booking. Also, he said he has to send a note to management to contact me about the refund.By Sunday afternoon, I received no call. I then called again. I was told someone would get back to me. By Tuesday morning, I became very panic and called. I was told that they would have to transfer me to the front desk. The front desk lady told me the reservation was not cancelled and still active. I was very shocked. She said let me proceed and cancel it. I said what about the refund? She said a manager will need to call me on that. There was no call from management. I then called back by Tuesday afternoon and was told the manager just added a note in the reservation of "no refund". I then asked why someone could not call me and allow me the option to decide what I could do instead of just flushing over $772 so carelessly? She said nothing. To this day, no one called me. I need Ocean Key to refund me. I have a legitimate family emergency. Would this manager lady take a sick child from ******* to ********? I need Ocean Key to understand the situation and refund me my deposit.