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Business Profile

Hotels

Pointes North Beachfront Resort Hotel

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:05/02/2023

    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.
    I stayed at the Pointes North Beachfront Resort Hotel, March 10 - March 13, 2023, to celebrate my loves birthday. Upon our arrival, I was advised our room was changed that the hotel room they originally placed ** in was not managed by the hotel. The room that we were placed in was far from clean with hair in the shower/bathroom area, food and other stains on the floor. It was incredibly loud, very little sleep on the first night. The following morning I went to the front desk to share my concerns, and we were moved to the second floor to a more dated room with an extremely loud exhaust fan and more hair in the shower/bathroom areas. I also purchased a wine package for $30 that was incomplete because of supply issues and was assured that I would receive a credit. Additionally, I purchased the bath package for $30 to use in the room whirlpool. However, due to the lack of cleanliness of the bathroom areas, we decided to avoid use of the tub. I was assured at checkout that the hotel manager ****** would contact me to issue a $60 refund since I paid cash for our stay. And here it is a week later plus 5 additional messages left for ****** the hotel manager and not one return phone call, email, or refund. Please assist me with obtaining the $60 refund for items not purchased during my stay at this hotel. Thank you in advance for your assistance with my request. Respectfully, ****************************

    Business Response

    Date: 05/11/2023

    Good day, *****************!

    I just emailed you directly.  I'm so sorry that you had this experience.  We did mail out check #***** at the end of March, and I'm sorry that it didn't make it to you.  I emailed you directly to confirm your address so we can get this rectified for you.  

    I promise we will also do better in our cleaning and operations going forward.  Thank you for your complaint so we can do better.  I am terribly sorry for the troubles you experienced!

    For the love of hospitality,

    *********************
    Director of Operations

Pointes North Beachfront Resort Hotel is NOT a BBB Accredited Business.

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