Complaints

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.

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi , I had a very unpleasant experience with Moreys staff who doesnt even know how to count at the entrance. They scanned multiple times . When my wife asked him he said we are too busy and refused to consider and overcharged. We raised this issue to a girl named ****** and she was also very unprofessional by saying l wasnt there when you scanned the tickets . I dont know what training these kids have but it is horrible to pay a lot of money and get frustrated . I spent $100 for 75 tickets .

  Business Response

  Date: 07/19/2024

  Hi *****, 
  
  We are sorry that your experience with us did not meet your expectations. It is difficult to review ride usage after the fact, especially if you do not come to us directly and provide information on your purchase such as barcode number and/or order number. Our team is available in guest services onsite for assistance in situations such as these when a card was potentially scanned more than intended. 
  
  That said, our team is trained thoroughly to ensure safety and fair treatment of our guests. Should you feel that your situation was not handled properly we encourage you to reach out to use directly at ******************************* and provide your ticket card number and order number from that purchase and a team member would be happy to review the usage on your card to let you know if we are able to provide further assistance.  

  Customer Answer

  Date: 07/19/2024

  
  Complaint: 22011955
  
  I am rejecting this response because you were not able to understand the whole situation. You are still stating your staff are trained- well they are extremely poorly trained and even the so called supervisor ****** lack supervisory skills . Probably they are poorly paid as well. This is truly an example of lack of training, incompetence at its best !

  My wife immediately told your staff on the spot hey you swiped 4 times the barcode its only three of us and you highly trained staff said we are too busy and ignored the customer / my wife ! Your staff are poorly trained and unprofessional to say the least !
  No wonder you have such rating on bbb because you do not accept responsibility for your own mistakes!

  
  
  
  
  
  

  Business Response

  Date: 07/24/2024

  *****, 
  
  As stated in our original response, had you reached out to us directly and provided the information requested we would have been happy to review the usage on your ticket card and let you know how best we are able to assist you. Unfortunately, sharing that info here, publicly, is not a good idea as that number is to be treated like cash, hence the request to correspond directly. 
  
  That said, we do not appreciate your comments, and I will reiterate that our team is highly trained and although we again, apologize for your experience, we do not feel your accusations are appropriate. You were unwilling to follow the instructions provided to you originally and we do not believe we will be able to satisfy you. Because of this, there is nothing more that we can do to assist you in this matter. 
  

• Initial Complaint

  Date:12/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On November 21, 2023 I was browsing Moreys Pier black Friday sales. Blue Palms resort a moreys pier property that I stayed at last year. The entire property is advertised as a funclusive which includes water park and rides for the duration of your stay. There is no option to book a hotel room only. They ran a winter sale during Black Friday. There were no exclusions or stipulations listed for the winter sale. In fact the winter sale was listed under the funclusive rates. I booked at the winter sale & Moreys pier emailed me and said it was a mistake on their part and they would only honor a room only rate. Which do not include rides or waterpark. They would not honor what day advertise on their website blue palms is funclusive if you book through the website and again I have videos the day I booked there is no exclusions or stipulations when you hit book now or blue Palms it shows that it’s a funclusive and there are no stipulations I have the video and I will attach.

  Business Response

  Date: 12/12/2023

  Dear *** ******
  

  Although your description of the issue is not 100% clear and Morey’s Resorts operates independently of Morey’s Piers, we were able to review your correspondence as well as collect information from the Resorts team.
  
  As has already been explained in previous conversation, we are sorry for any confusion around your booking. Our understanding is that when you made your reservation there were two options to choose from, a “Funclusive” offer and a “Winter Sale” offer. This would infer that one includes all that comes with a Funclusive stay and the other was simply a winter sale discount. Our team did recognize that this “Winter Sale” rate was incorrect and immediately removed it. As the screenshots you’ve provided indicate, we reached out to you promptly and offered you 3 options:
  
  
  - We would honor the price booked at the “Winter Sale” Rate however, this rate does not include admission to the rides and water parks.
  - We are happy to adjust your rate to include the Funclusive benefits and offer the 10% off that is advertised.
  - If none of the above are suitable, our Resorts team is happy to refund the reservation in full. 
  
  The above are the only offers we are able to provide to assist you and the Blue Palms team feels strongly that they are fair. The team has acted professionally and replied promptly to your direct correspondence. Any additional communications, including which of the above you would like to proceed with, should be directed to ************************ ** **************

  Customer Answer

  Date: 12/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did my due diligence to find exclusions, details, and stipulations.  When you go to Moreys pure website and click blue palms the first thing that pops up is a picture that says that blue palms is fun inclusive of rides and water parks.  In fact your website doesn’t even allow you to book a hotel room only.   It was your advertising mistake.   One can only conclude that if the entire blue palms is advertised as a funclusive ONLYwhen you book direct that would apply to the winter sale that was listed under the funclusive rate unless they were details listed or exclusions and stipulations. Again there were no details provided there were no exclusions and no stipulations.   And blue palms advertises as funclusive when you book direct  In addition, as you stated there were no details provided.   I did my due diligence I called and I emailed to no avail.  In addition to that, I also videoed the entire transaction the day I purchased it because I was specifically looking for exclusions to make sure it was safe to book.  It wasn’t until two weeks later that I received a message from you all basically telling me that you would not honor the funclusive when you book direct as advertised. 

  
  
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 12/14/2023

  Ms. Myers, 
  
  When there are multiple rates available for a date, the system will list those rates. In this case, Funclusive and Winter sale were both available, you chose the less expensive option, “Winter Sale” which does not include admission. Again, the team has acknowledged that the listing may have caused some confusion in the booking process and the 3 offers previously provided (and listed again below) are fair in rectifying this.

  -       We will honor the price booked at the “Winter Sale” rate however, this rate does not include admission to the rides and water parks.
  -       We can adjust your booking to the appropriate rate to include the Funclusive benefits and offer the 10% off that is advertised.
  -       Our Resorts team is happy to refund the reservation in full if these options are not suitable for you. 

  All correspondence that has been received from you has been answered promptly and professionally and we have done all that we can to assist you in this matter. We will not be able to provide anything beyond the offers listed above. 
  
  Again, for further assistance you must reach out to the hotel directly so they can assist you with any of the above. Their email is ************************ *** ***** ** **************