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:03/03/2025

  Type:Service or Repair 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.

  The Tideline allowed us to double book reservations. We were under the impression $11,502.88 of reservations were cancelled and proceeded to make new reservations in their place. In total, we spent $22,085.43 with the Tideline and had employees remain guests of their hotel for 3 weeks. When we reached out to the Tideline to recoup these funds that were never returned to our card, the manager told us the Tideline needed the revenue, and we would not be receiving anything. During this time the hotel was in terrible condition. Dust on the floors, rooms were not cleaned, mold, mildew etc. I have been trying to communicate with the Tideline for 3 months to recoup our resort fees as multiple guests on site did this because of the unacceptable condition the hotel was in and the lack of any hospitality. During this time, the hotel has been dropped by their hospitality management, fired their Director of Sales, and have gotten a new General Manager. The Tideline is a poorly ran business and is stealing from people. We did receive one update that we could split the costs of the cancelled reservations and then they said that option was no longer available and have not received any other form of compensation. I do not want other people to give the Tideline their credit card numbers because I do not trust them and do not think they should be operating a hotel.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair 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.

  We booked this hotel we were confermed by ******** the day of and also did advance check in arrived to the hotel and it was closed down for renovation. We called ******** and they said the people we spoke to from the Marriott didnt do there job and didnt see it was closed at ****pm just flying in to *************** we had no where to stay ******** put ** at ********************** and said we will be reinbursed for our charges . They sent us ****** Points and no one from the Tide Line Contacted us.

• Initial Complaint

  Date:08/06/2023

  Type:Order 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.

  I booked a stay for 7/28-7/31 back in May of 2023. I called the night before our arrival (7/27) and confirmed the reservation with no problem. When we arrived on 7/28 the front desk clerk stated that they had just been informed a few hours earlier that the resort would be closing and they would only be able to accommodate us for 2 nights instead of 3. The amenities such as dining/ bar/ room service were also unavailable.

• Initial Complaint

  Date:05/08/2023

  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 April 2, my husband booked a room at this hotel. I had reservation for a spa treatment at 11, so we arrived earlier to the hotel. Since our room was not ready, my husband ask the front desk to keep the a ******* bag and a book bag and we ask to deliver to the room once ready.My bag which was a designer bag, has a movado watch and a lot of makeup was never deliver to my room. Next day, I ask the front desk and they could find it. I have been asking the hotel manager to look into the cameras, but they said they couldnt find it and hey are closing the case. They offer me to go with their insurance company but they have provide any information. I keep sending email and calls, but not answers.I am very disappointed.