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Business Profile

Marina

The Resort at Lake of the Ozarks

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:08/31/2023

    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 am very unhappy, and my husband ask me to give them a chance to do the right thing but nothing from them. I have called, faxed and tried to email them. I had 2 rooms at your Resort this past weekend Friday. Aug 25th thru Sunday Aug 27th. There were multiple issues. 1st - Room **** had No AC at all the whole weekend. There were several attempts to fix it and first night we were promised a different room but that never happened, 2nd day maintenance man came back tried to fix it worked for about an hour then the rest if the day from 11am to checkout it didn't work. It was so hot in there they had to come down to my second room ****. 2nd day- room **** there was a roach in the bed with me and there were several in the room. I personally went to the front desk and the guy tells me yes, we know it's an old building and gave me some bug spray. Room **** also had roaches I killed one and there were several roach eggs behind the TV and under the sink in the area by the bathroom. If my husband hadn't seen the roach on the bed with me, it would have been in my head as I was laying down sleep. This is unacceptable and everyone seems to not even care. I shouldn't have to go get bug spray and spray my rooms that I am paying money to be in. I would like a full refund of my money and I do not want a free stay. I will never be back this resort, weekend was a disappointing and sad as I chose this resort, and it was my birthday weekend to celebrate and ruined. I have been trying to send this to them since Sunday and its saying that this email is not valid. I got the email from the General Mgr. himself.

    Business Response

    Date: 09/18/2023

    I'm responding back in regards to complaint number ID#********, **** ********

    On the morning of August 26th, 2023 at The Resort Lake of the Ozarks I was dealing with another guest issue that involved the police when I heard someone yell at me are you the manager? I said yes I'm the general manager, and I will be with you shortly as I resolve this issue of another guest being arrested.  Mrs. ******** was yelling and using profanity towards me regarding her air conditioner not working in Room #****.  I asked her to lower her voice and not use profanity in our lobby and towards me.  I had an engineer on the night of 8/25 look at air conditioning and it was working maybe not the coldest, but she was witnessed by several of my staff, they kept the door wide open which causes the air conditioner to work even harder.  I personally checked the air conditioning in Room #**** after my other situation, and it was cold air while she left the door open again.  During her stay the temperature was 100+ degrees.  I had another engineer look at the air conditioning on 8/26 and it was working fine along with all our other 155 rooms.  I apologized to Mrs. ******** and as a token of good faith I refunded her $88.02, 1/2 of night's stay as you'll see on the folio, and even invited her back for a complimentary 1 night stay since her room was pre-paid online.  I gave her my business card with my personal cell phone/email.  I never received an email from her.  Her husband called and left me a voicemail so I called him back and got his voicemail and never heard back from either of them.  We do not have any roaches in our hotel as she claims as we treat our rooms every quarter.  What she saw was rollie pollies as we live in the Ozarks so yes, we have bugs, but not roaches as she claims.  Keep the door closed and no bugs.  After we talked in the lobby, they personally shook my hand and walked out the hotel satisfied with resolution so I'm a little shocked by this report she took with BBB.

    If you need further information, feel free to reach out and I'll be happy to discuss more.  Thank you in advance!

The Resort at Lake of the Ozarks is NOT a BBB Accredited Business.

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