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:04/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Room 233 Sun 4/2-Sat 4/8: Garbage disposal broken, malodorous. Bathroom malodorous, smelled like mold. Mirrors in bedroom had greasy handprints & multiple greasy smudges. HK entering adjoining room #*** above, slamming doors, stomping up/down stairs daily. No spatula, dish sponge or dishwasher detergent in the "fully equipped" kitchen. Crumbs/food were under the dining room table. Glass covering bedroom furniture dirty, smudged/streaked with something. Mattress uncomfortable. Stackable TV trays in living room were dirty/sticky of something unidentifiable. No tongs at the crab cooking station & were not delivered when we requested them. Maintenance was very rude. HK barged in our room every morning when we had to initial for a specific cleaning time (1-3) when we checked in & they STILL did not adhere to the time when they were kindly reminded. We had to pay for our entire stay up front during checkin & when I made the reservations staff there quoted 1/2 down at checkin, the other 1/2 at checkout. We paid for 6 nights & on the morning of our 6th, last paid night there, HK knocked on our door & tried to enter multiple times while we were sleeping then maintenance unlocked the safety lock on our door, came into our room & told us we had to be out with new guests standing there, looking into our room. NO PHONE CALL! THEY HAVE MY NUMBER, THERE'S A PHONE IN THE ROOM, THEY UNBOLTED OUR DOOR, BARGED IN ON MY SON WHO HAD BEEN FRIGHTENED ALL WEEK WITH SOMEONE BARGING IN OUR ROOM WHILE HE'S SLEEPING 2 FEET FROM THE DOOR ON A FOLD COUCH! When we did voice our concerns on our last day to GM/*****, she laughed at me & finally offered 20% off our stay. We received approx $139 off of a $1400 *********** made an additional $10 charge to my account with no explanation as to what that charge was for. They falsely advertised ********************** then laughed at our valid concerns & have not adequately compensated for compromising our privacy/safety stating "We're not perfect."

  Customer Answer

  Date: 04/17/2023

  From: ********************************** <**********************************>
  Sent: Saturday, April 15, 2023 2:51 AM
  To: Info <**********************************>
  Subject: Message from BBB.org

   

  This email is to inform you the reported issues with Embarcadero Resort, complaint #********, has been resolved. Thank you, ********************

  Sent from ******************************* (*******************************)