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Business Profile

Resort

Paradise Stream Resort

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Paradise Stream Resort's headquarters and its corporate-owned locations. To view all corporate locations, see

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Paradise Stream Resort has 3 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint type

    • Initial Complaint

      Date:04/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      My wife and I stayed over the weekend at ********************* 440. We were originally supposed to be in 438, however due to the bathtub being broken and the room being completely smoked out, we were switched to room 440 after making the front desk aware of this issue. This was by far the WORST experience of my life. For starters, my first responder discount was never applied (30% off) I was reassured it would be applied at checkout, yet no change has been made. Our room was not functional and filthy! The wine glass bath tub jets were broken off and didnt work. Along with chip paint flaking off of the tub. The hot water was the only water functioning, therefore it was too hot to get in. The shower was the exact same way, no functional cold water whatsoever. Decided to give the pool a try and about broke my leg on the ladder that was hanging on by a miracle. The lights inside the pool were all broken and paint was chipped and floating in the pool. The tile throughout the pool area and bathroom were chipped and sharp. Decided to use the massage table and was accompanied by 2 huge spiders and cob webs. We had random people access our room with no apology or reason as to why and how they got in our room! Saturday and Sunday, someone was connected to our Bluetooth speaker and we were woken up to their music BLASTING in our room. Our tvs also didnt work. I have reached out multiple times to the company with no luck. The email the site provides doesnt even work. I have photo and video proof over everything.

    • Initial Complaint

      Date:03/27/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Our issue, Jan31st-Feb2nd We were eager to try out the heart-shaped pool, but after only five minutes in the water, we realized how filthy it was. It looked like someone had shaved their feet in it, and it hadnt been cleaned properly. The hot tub was also in poor condition, with long human hair and visible dirt buildup, indicating that it hadnt been cleaned in months.We called the front desk and requested someone clean both the pool and the hot tub. After a 30-minute wait, a staff member came to clean the pool and change the filter. We ended up purchasing cleaning supplies ourselves to clean the hot tub, which was extremely frustrating given that we had already paid over $1,200 for our stay.When we returned to our room the next day, the temperature had dropped significantly. We attempted to use the pool again, only to find that the water was freezing, and the heating had stopped working. On top of that, there was no hot water in the room, no matter how long we let the water ****** this point, we were exhausted and disappointed with the lack of proper amenities. We chose to leave early and went to the front desk to explain our situation. The woman at the desk was understanding and brought the manager, Mr. ******** ********, to speak with us. We expressed our frustration and explained that we had driven six hours to enjoy a relaxing weekend but instead had encountered a series of issues. Mr. ******** apologized and told us that we would be refunded for the unused days, as well as 50% of the first nights stay. He advised us to contact *********** to process the refund since they had not yet received the payment.We followed his instructions, but despite our efforts, we have not received any response or refund. It has now been over a month and a half, and our $1,220 is still unaccounted for. Ive sent follow-up emails, but no one has gotten back to us. This experience has been incredibly frustrating, and I feel completely let down by the lack of follow-through.

    • Initial Complaint

      Date:01/27/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 1/17 to 1/20 2025 we stayed at the paradise stream hotel. When we arrived at the location it was completely filthy. We called multiple times for different problems with no resolution but to keep changing rooms. I attached photos of everything we encountered and we paid over 1800 dollars for this three day stay. I talked to thhe general manager before we left. Her name is ****. **** agreed to note our stay as a full refund and that all i had to do was call expedia to have the money refunded. When expedia called multiple times they told me the hotel didnt agree to adjust the stay. I tried contacting **** multiple times and she never returns my phone calls. This was an awful experience from start to finish and to top it off i was lied to with a resolution.

    • Initial Complaint

      Date:07/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      My husband **** and I stayed at the facility from June 30 and checked out on July 3 2024. During that time, we had a few complaints. Monday morning we called the front desk, about 8:45 and complained about the lights in our pool room. They said someone will be right up, so we waited till 9am, which was our breakfast time and no one showed up. We came back from breakfast about an hour later and still wasnt fixed. We called the front desk again and they told us maintenance was behind and that someone would be there soon. The gentleman flipped the breaker and things seemed fine. Went to turn the lights on again and they went out again. Drove to the front desk to let them know again. Problem finally got fixed. 3 out of the 4 bowling lanes were not working a couple days. The hot tub was not working the whole stay. Things that were paid for, that were shouldve been able to use. Then the last night we were there, I went to get comfortable in the bed and the wheels fell off. Someone did come and fix that at about 10pm. The powerboat was not running either. The only thing the manager would do for us, is discount our next stay. We will not be going back so we feel they need to do something for us to compensate for these issues. We paid ******* for the property to fall apart. They need to do something for us. Were were in room 707

    • Initial Complaint

      Date:11/27/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Shortly after unpacking I noticed a very dirty area next to the head of the bed and then the hand print on the other side bed (these are more noticeable when the main bedroom light is off and surrounding lights are on.) My husband decided to take a shower before we went to dinner and noticed a few black hairs in the shower ( I am blonde and hadn't been in the shower yet and he is bald). As I sat on the end of the bed and waited for him to take his shower I noticed the concerning splashes on the ceiling in front of the bathroom door.This honestly really had me concerned of the cleanliness of the room as I am a nurse that works for the ******** ********** ** ****** ****** and take these things very seriously. With us still being in the midst of Covid-19 and all bodily fluids are automatically considered biohazards, I really feel housekeeping should be monitored closely. This is any easy fix and should be done in ALL rooms. I did notify the from desk lady and she said she would report it to a housekeeping supervisor and advised me to contact management. I did call in the 18yh, 2022 and left a voice message and I sent an email to ***************@covehavenresorts on Oct 24th, 2022 with no response to either.

    • Initial Complaint

      Date:09/05/2022

      Type:Billing Issues
      Status:
      Unanswered
      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.
      If I could leave less that one star, I would. DO NOT COME HERE BY ANY CIRCUMSTANCES. 1. The service at the front desk is AWFUL, worse than that. They only charge a deposit when you do the reservation and not the full amount but send you an email stating the full amount. A friend gift us this weekend and we did not know what amount was charged and as I received an email stating the full amount, we understood we did not have any other charge to be collected AND when we checked in, the manager told us we had 0 balance and ask us for credit card to put a $75 dollars hold. Then, proceed to charge us $740 that supposedly return that same night apologizing and saying again it was a system error and we had 0 balance. The next day we wake up with a charge of now $760 dollars. We go to the front desk and ask about the charge and this very rude lady said to us that we were only charge a deposit of $250 and we were supposed to pay the remaining fee. No problem with that but we complained no one told us this info and anywhere in the check out process says it. She claimed that we were supposed to know this info as all hotels operated the same way and it was my fault because I did not called to do the reservation. IT IS 2022, WHY DO I NEED TO CALL TO DO A RESERVATION? After that, she called the manager and told me, without even looking at me, "speak to him". Again, very rude and entitled.If only that was the end, they ask us to send the card the deposit was charged to VIA FAX (2022?), to charge the remaining fee. We did that right there. But, we woke up today we a charge of now $840 dollars. Is insane, they tell us there is no one who can assist us at the moment. Because they only work from Monday to Friday from 9 to 5. But, is a hotel. Most of the guests will go on weekends and holidays, so how there is no one to help a guest? I will be reporting them to the Better business bureau.Also, the facilities are DIRTY, they are spiderwebs with spiders EVERYWHERE.

    Paradise Stream Resort is NOT a BBB Accredited Business.

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