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Business Profile

Resort

Crystal Cove Bed & Breakfast

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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  • Initial Complaint

    Date:06/26/2023

    Type:Order 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.
    We were scheduled to visit in July 2022. My wife tested positive for COVID the week that we were supposed to arrive. I immediately contacted *** (owner), and on 7/6/22 he stated, "We actually booked your reservation for this weekend so we are able to transfer to a new date for you." We much appreciated his generous offer and asked for 14 days later. He then responded that he was afraid we would make everyone sick, resulting in the B&B being closed down. (This is despite the fact we would've been well beyond the recommend 5 day quarantine recommended by the ***** Due to work commitments, we were unable to reschedule at Crystal Cove. Since my credit card has a travel insurance benefit, I opted out of the policy promoted on Crystal Cove's site. The claim amount was less than the policy's claim minimum, and my bank informed me that COVID-related claims are covered under the traditional **** dispute policy, so I proceeded. My funds (initial deposit which was about 1/2 of the total amount of our stay) were sent back to me, and life moved on...well that was until the week of Christmas when I received an email from *** on 12/19 stating my reservation has been charged the FULL amount (not just the initial deposit I disputed). He proceeded to tell me if I disputed it, he would send the full agreement to the credit card company showing I acknowledged the policy. We went back and forth over email for a bit. Eventually, *** (again, very graciously) offered to reschedule, stating, "We will gladly honor a gift certificate. Just let us know when you would like to use it." That was on 12/19/22. I have followed up three times (12/20/22, 4/22/23, and 5/11/23 asking for dates or an explanation of how to use the credit, as I never received a gift certificate number, instructions, etc. *** will not respond to my questions.

    Customer Answer

    Date: 07/18/2023

    On 6/26, *** of Crystal Cove immediately responded to my ****** review and confirmed they are willing to let us reschedule. 
    He said they had not received any of my 3 emails. 
    Please close this case. 

    Thanks,

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

Crystal Cove Bed & Breakfast is NOT a BBB Accredited Business.

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