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Business Profile

Hotels

King and Prince Beach and Golf Resort

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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 type

  • Initial Complaint

    Date:10/15/2024

    Type:Service or Repair 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.
    We have an unpleasant stay at the resort. There was 2 wedding parties, two nights in a row. I called multiple times to get a refund from *** the front desk manager. He kept saying he will contact the place I booked and I emailed him. He has ignored many phone calls and his front desk ignored my notes to him. The music was so loud for 2 days we stayed. They could have easily just put us in a different villa. The fact that *** has ignored all efforts of mine to contact him for a refund is unacceptable. The villa was not peacefully having music blaring when we had a 5 month old with us also.

    Business Response

    Date: 10/22/2024

    Dear Better Business Bureau,

    Thank you for making us aware of Mr. ********* concerns. We regret that he was dissatisfied with his current stay with us. Upon receipt of your letter, we did speak with our Front Office Manager, *** regarding this issue. He stated that he did attempt to call Mr. ******* back and got his voicemail. He also recalls speaking with him upon departure and requesting that he reach out directly to the booking agency he reserved the room with. There is also a note on the reservation stating that the guest was informed (we assume they called in on 09/23 with questions) to reach out to ******* directly to discuss their requested refund. Once a reservation is booked with a third party, all rate negotiations must be initiated with the booking party. Since they booked with *******, the rental agreement exists with them. That being said, we would have preferred to handle it directly on our end but were limited since the guest did not book with us. Upon receipt of your letter, we have reached out to ******* and asked them to refund 50% of the nightly room to Mr. *******. We requested this again on 10/22/24 to confirm they had the information correct. We hope that Mr. ******* will see the refund processed in a timely manner from *******. Please let us know if there is anything further, we can do to resolve his concerns.

    Warmest Regards,
    The Management Team at The King and Prince Resort

King and Prince Beach and Golf Resort is NOT a BBB Accredited Business.

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