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Business Profile

Spa

Rod 'N' Reel Resort

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Rod 'N' Reel Resort's headquarters and its corporate-owned locations. To view all corporate locations, see

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Rod 'N' Reel Resort has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    • Initial Complaint

      Date:10/18/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      October 17th we decided on a last minute trip to visit Rod and Reel. Booked a lower King suite for around $220 with balcony and ocean front view. The view of the ocean was blocked by a white tent that was set up out back of the Hotel. I called to see if we could switch rooms and my husband went downstairs to resolve the matter. The representative stated she would give us a room on same floor but my Husband wanted the same features our room originally had. They gave him room *** and charged an additional $55 to move to the third floor which I didn’t find out until I received my bill by email. Room *** wasn’t the same and now we had a corner unit with no wrap around balcony. The fireplace also didn’t work and we had to ask for help from the front desk. We went to the *** **** and bough our food back to the room. The next morning all the food was taken over by ants. We had a disturbing experience and this was unacceptable!

      Business Response

      Date: 11/21/2022

      November 17, 2022 
      This guest booked our LKS which are all located on the second floor. This room is bay front with a wraparound balcony with a view of our marina and the bay. This room is eye level with our event top, however, still has a view of the bay. The guest did not want to stay in the room and therefore wanted a suite higher up which cost an additional fee. The guest was fully aware of the price difference since they acknowledged the new rate by initialing their registration card. As for the rooms, the layout of our one-bedroom units is all identical, the only difference would be the balconies. As for the fireplace not working, we have no record or request for assistance and all the fireplaces were turned on and serviced in the first week of October. As for her claim about their left-over food being taken over by ants, again I show no complaint regarding this. Finally, if their stay was that bad why would they not ask to speak with a manager which I was on the property. The hotel will issue a goodwill credit of $55.50 for the upgrade fee to the king suite on the third floor. Please allow 5-7 business days for this refund to be issued depending on their banking institution. 

      All the best, 
      Glenn S****** 
      General Manager 
      Rod "N' Reel Resort 


      Customer Answer

      Date: 11/21/2022

      Good Morning,

      The reason we gave up contacting management is because we had been calling downstairs numerous times upon arrival for various issues. Rod and Reel still fails to acknowledge the Lower King Suite has a huge white tent that is obstructing the view. I rather deal with the issue from BBB then to tarnish the Hotels reputation by posting the information on the web. However, if a credit is all that can be done we will accept! 

      Respectfully,

      *************************

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      *************************

    Rod 'N' Reel Resort is NOT a BBB Accredited Business.

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