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Business Profile

Hotels

Nantasket Beach Resort

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

  • Initial Complaint

    Date:10/13/2023

    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.
    I booked a 4 night stay at this resort starting on 9/18. On 9/19 I went to the front desk and spoke to ****** about cancelling my final night of the stay which was 9/21. I was told I would get a full refund if I cancelled that day. At 5pm the same day I went down the front desk and spoke to a completely unhelpful ******** who told me should couldnt/wouldnt help and I would have to see thew manager the next day. She also mentioned that I need to cancel by checkout at 4pm a fact that was not told to me. At 8am the next I spoke to a gentleman who said I needed to speak to the manager who comes in at 3pm. I returned to the front desk and spoke to ****** again. **** was helpful but told me the refund needed to be approved by Hotels.com the site I booked from. I went back to my room and got on a chat with a rep from Hotels.com who tried to reach the front desk several times but had to luck. Hotels.com told me they would continue to try to contact the hotel but I received an email saying they were closing the dispute as they couldnt reach the hotel. I have spoken to the General manager of the property who has approved the refund but Hotels.com cannot contact him to verify. He has since stopped returning my calls and emails

    Business Response

    Date: 10/16/2023

    Thank you for taking the time to share your feedback with us. We sincerely apologize for the inconvenience and frustration you experienced during your recent stay at our hotel.  First and foremost, we want to assure you that your request for a refund was indeed processed. Please allow 5-7 business days to see the refund from Hotels.com.  We appreciate your patience in this matter. We understand that the situation became quite complex, and for that, we are truly sorry.  We have taken your feedback into consideration, and we will work on improving our communication to ensure a more seamless experience for our guests in the future. Once again, we apologize for the inconveniences you encountered, and we appreciate your understanding and patience. We hope to have the opportunity to welcome you back in the future for a more enjoyable stay.

Nantasket Beach Resort is NOT a BBB Accredited Business.

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