Complaints

This profile includes complaints for Egret Point by Spinnaker Resorts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Egret Point by Spinnaker Resorts has 2 locations, listed below.

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  Egret Point by Spinnaker Resorts

  Fairfield, SC 29928

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  Egret Point by Spinnaker Resorts

  35 Deallyon Ave Fairfield, SC 29928

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:09/27/2024

  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.

  Hello BBB Representative, I purchased a $299 promotional package, from Spinnaker Resorts, a few years ago, to be used for 4 nights at one of their resorts. I was booked at their Egret Point location, in ***********, **, to celebrate my birthday, this weekend, ****-*******. I live in *******, so was keeping updated on potential Hurricane ******. I called and spoke with ********, at the Spinnaker Resort, on Monday, 9/23/24 and told her that I might need to cancel, due to the severe weather prediction. She informed me that I would be charged a $59 fee to change the date and use the package within one year. I said that I would prefer not to pay a fee, due to severe weather that is out of my control and she assured me that they could work something out. Today, 9/25/24, I spoke with ******** about cancelling my reservation, since ******* and ******* are now in the state of emergency, which would be my traveling route to ***********. She said that, if I cancel, I will be charged a $300 cancellation fee, in addition to the $299, that I already paid, which is terrible, in the midst of preparing for a hurricane. ******** said the $300 would be charged on my **************** that I used for my original form of payment. She said the only other option was to pay the $59 fee to rebook the package at a later date. I am requesting, due to the circumstances, that I can reschedule my package without the $59 fee or receive a refund for the $299. I asked ******** if I can send an email to someone in customer service or their corporate office, to make the request and she said no. I definitely would never be interested in purchasing a Spinnaker Resort property, with this lack of customer service. Thank you for your assistance. I appreciate your help! ******* in *******

  Customer Answer

  Date: 09/29/2024

  
  Dear BBB Representative, 

  Thank you for responding promptly to my complaint. I continued to contact the Spinnaker Resort, as well, via phone calls, a voicemail message and an email. Today, 9-29-24, I received a phone call from ****** ***** at the Spinnaker Resort, in ***********. She was delightful, efficient and accommodating! She extended my vacation package for 2 years and waived the $59 fee. Everything is resolved, so please close my complaint file. I appreciate your help! Have a safe and wonderful day!
  Kind Regards, ******* Brownlee