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Business Profile

Resort

Surftides Beach Resort

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1

Average of 1 Customer Review

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Review Details

  • Diana V

    Date: 04/15/2023

    On Feb 10th, we booked a last minute 1 night stay at Surftides Beach Resort in ************. There were a number of problems with the room but too late to do anything about it for the night. I went out on the patio for evening air and the safety bar for sliding door was broken. It dropped down and locked me out on the patio. Thankfully, my husband was in the room and let me back in. In the middle of the night, I got up to use the restroom and tripped on a piece of cut up carpet by the bed, that was no longer glued to floor. There was a piece of rope hanging down and the frayed end was touching the outlet next to the bed, a very dangerous fire hazard. There was a light fixture that was partially open. 2 of 3 chairs in room were too wobbly to safely sit at for breakfast the next morning. I took a paper towel to room and found dirt everywhere. First thing in the AM, my husband took pictures and reported everything to the front desk. She told him to talk to manager before check out. During check out, they refused to do any kind of comp for the room because we had booked it through third party and said we needed to contact them and they would deal directly with them. I immediately called booking who said the hotel is responsible for their property, but they would contact them on our behalf. After 2 wks, booking had not heard back from Surftides, so I contacted the hotel myself and was told the manager was working with booking and again I was told I would hear back from them. Now 2months later, Booking.com never heard back from Surftides. Horrible way to run a business. They should have handled the problem as they are responsible for the safety of their rooms etc, not a third party booking site. They had all the pictures and the info, and should have offered us a comp. The only thing they did was say the room would be taken out of rotation until it was thoroughly inspected and cleaned properly. We paid close to $160.00 for nothing but an uncomfortable regret.

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