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:11/16/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 2 rooms for arrival Sep/2023 in Jun/2023. The full rate was charged on my credit card in June 2023. Four charges for 2 rooms for the 1st 3 days, then 2 rooms for the last 4 days. The rooms were booked over the phone directly with them. Their web site said to pay 1 night in advance & the remainder upon checking in. I sent emails asking why they charged me 7 night but got no response. I let it go since I planned to stay the full 7 nights. I stayed there a couple times 8+ years ago and never had any problems.Upon checking in, there were a number of issues, including bugs, very dirty, etc. I never slept than night. We packed by 5 am, knowing there's no way we could stay another night. I went to the office at 9 am. She refunded the next 2 nights, but not the 1st night. She said the manager would have to approve the last 4 nights charges. I got the final bill showing the initial refund. I sent photos of all the room issues to the manager.Some Issues: Filthy dust falling from ceiling over ************ a lizard in the room, bugs in the sink, bathtub, dresser, moldy smell coming from very loud window AC unit, bright spotlight shining thru window, w/no curtains, directly on me all night long. Was at least 85 in the room. Took several hours for the unit to cool down. Parking inadequate. We had to park way at the top of the hill & walk up/down.Their web site shows 1 day notice for a refund or they would charge me one night. We checked out 9/7 at 10 am. The last 4 days were to start 9/9 - more than 1 day notice. The sparsely furnished rooms did not look like what shows on their web site. The site also shows fire show, food, drinks, dining, etc. that they do not offer.Over the last 3 months, all contact to the manager of the property has gone unanswered; via phone calls and emails. I felt my only path was to dispute the charges. The $3,229.11 is the amount I paid that they have not refunded. They kept the charge for $678 for the 1st night.

  Business Response

  Date: 11/22/2023

  A refund has been issued.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20879997
  
  I do accept 2 of the 4 charges they just issued on 11/17.

  I do not see where they credited the difference on the other 2 charges. $404.94 & $304.84. I don't feel we should have had to pay the 1st night because of the dirty conditions. We did stay the 1 night because it was late when we arrived and we had nowhere else to go. We did not sleep and couldn't wait till morning to leave. 

  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  booked 2 rooms for arrival Jun/2022 in November/2021. A prepaid special rate was offered and authorized to be charged on our credit card in November 2021. This payment was not taken at that time. The payment posted in *****/2022, nearly 6 months later. This payment in ***** was NOT AUTHORIZED. It was also much higher than the initial cost quoted. At that time, contact to the property went unanswered; via phone calls and emails. We felt our only path was to dispute the charges. We feel they used our credit card fradulently.

  Business Response

  Date: 08/09/2022

  Aloha,

  There are several notes regarding the correspondence between ******************** and Resort Coordinator and ************* Agents.  The main issue was the adjustment of taxes and resort fees.  We attempted to refund however there was a dispute with her cc company and we were declined to refund.  We left her voicemails to follow up.  As of today we attempted to process refund below once again.  If the refund charges are not in her account within 7 business days please advise.

  Please see below the breakdown.

  #*********
  Charged: $1,147.35
  Refunded: $160.29
  Original Cost: $987.06
  
  
  #*********
  Charged: $1,019.94
  Refunded: $157.04
  Original Cost: $862.90

   

  We apologize for the inconvenience.

   

  Mahalo,

  ******

  Customer Answer

  Date: 08/25/2022

  Thank you for this opportunity for this rebuttal. The vendor, Paradise Resorts had responded only to the refund portion that was an over charge. However, they did not respond to our claim that the charges taken from our credit card in April of 2022, was not authorized. We stand firm in demanding a full refund to us, being that no authorization for the charges that they took was given. Thus, this is a fraudulent use of our credit card. Nothing short of a full refund will be acceptable. 
  Thank you for your assistance in this matter. 
   *******************************
  **********************************
  ************** or preferred ************** *******