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:09/04/2024

  Type:Billing 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.

  We were celebrating my daughter‘s birthday, but from the moment I got there it frustrating, disappointing and my vacation could have been ruined . We arrived tired at 11, I was getting ready to sleep when I got an email/text that hotel had just charged my credit card $10,413! I had just put a large amount of money down on this card so that I could use it for my entire trip because it was zero interest. I go out to the lobby and soon as I started talking about it they said they knew and it was a mistake and they will have the finance manager take care of it in morning, I explain the situation and how I was counting on this card and I really didn’t have any other money at this time and they really did not seem to care so I could hardly sleep due to stress.The next morning I go down to the front desk and was told they’re still looking into it and they would call me. I tried to go about my day and it was just so sad that it was my daughter’s birthday and I had to rely on her and her finances for the next couple of days. The manager called me and said he didn’t know what they were gonna do but he would get back in touch with me. He did not, so again in the afternoon I go up to the front desk. The finance manager finally comes down and tells me that there’s nothing they can do except for charge me for my whole stay and hope that will release the rest of my money onto my card. After that I was not contacted again for my whole stay to see if it was resolved. That charge did not come off for a week after I got home. How can they can make such a big mistake charging $10,000 on someone’s card? But not once did they offer me any accommodation, nothing acknowledging what they had put me through, barely apologized and did not seem to care the effect on me and my trip. I called customer service and was told a general manager would call me, no one ever called. I left reviews and they responded saying they contacted me which was a lie. This business has misrepresented itself.

  Business Response

  Date: 09/04/2024

  Matt E****, Hotel Manager has spoken with Ms. ********. An adjustment on the bill was agreed upon and it was a pleasant conversation. Guest will return to the property and appreciated the call. 

  Customer Answer

  Date: 09/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:07/08/2024

  Type:Billing 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.

  I went here to have a small vacation before have surgery for breast cancer. I was charged over $6,000 for two rooms we spent half a day trying to get it straight. Was told at check in my daughters would have to stay somewhere else didn't have a room. I was told by Matt that one of my charges on my account. It did but three days after I checked out the charges showed up. Told me about a $200 which was more that $200 per day amenity fee( never told) $4.00 destination fee, two different taxes.. I asked them to explain charges in writing, they called me. I asked to have it on writing I have not received it. Hidden fees are unfair.. When I checked out they did not give me a receipt. So I could question it there.

  Business Response

  Date: 07/08/2024

  Ms. L***** and Matt E**** have been communicating regarding the billing questions she has had. Upon her stay Ms. L***** wanted to ensure that she paid for her room and Ms. F****** room. Matt ensured that it was set up properly and Ms. L***** was appreciative of the efforts made. Upon leaving the hotel, Ms. L***** was upset that the bill seemed to be high and had questions regarding what the charges were for. A breakdown of charges was sent to her email. 

  Attached you will find the registration paperwork that is signed at check in by all guests explaining the fees and authorizations, the Expedia advertised fees that are paid at by every guest at the resort, and her guest folio that shows the exact charges. I have also provided the email that was sent to her regarding the breakdown of charges and her response. Please let me know if you have further questions and thank you for allowing us the opportunity to provide the resorts information.

  Email 7.8.24

  The 80 a day is what?
  So your telling me we pay for coffee the ice cream cookies
  that we thought was free. That's terrible 
  
  On Mon, Jul 8, **24 at 6:59?AM
  Matt E**** <me****@**********************.com>
  wrote:
  Good morning Ms. L*****!
  
  Charges that incur upon staying at the resort are as
  follows:
  
  Room and tax (tax is 13%) + Amenity Fee (plus tax) +
  Destination fee (plus tax). Note: the folio is incumbent of both rooms that you
  were paying for. The Amenity fee is incumbent of the pool usage, parking, wifi,
  bocce ball court, coffee, ice cream etc. The destination fee is the charge that
  the City of Charleston charges through every hotel in the Charleston County. As
  far as the charge you sent from Expedia. The reservations you booked were
  hotels collect meaning that all charges are taken at the hotel directly. I saw
  the charge from Expedia and unless there is another reservation booked that was
  a prepaid reservation, I would tend to reach out to them for an explanation.
  Worst case you could dispute it on your credit card after speaking with them
  because I agree with you that the charge should not be affiliated with the
  reservations you had.
  Please feel free to email me with any questions you
  may have!
  
  Regards,
  Matt
  E**** | Hotel Manager
  

• Initial Complaint

  Date:05/21/2024

  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.

  I am seeking a refund of $784.00. This amount reflects the total charge for a one night stay at their resort, which I booked two rooms. extremely disappointed with this facility. This place has really went down. I complained to the front desk immediately after seeing our rooms. I was told the place was booked and they had no place to move us. Even next door was booked. I was assured that a manager would contact me first thing in the morning. A manager never did. Both rooms were dirty. Rust spots on the furniture The refrigerator had a smell of mold. In my room the tub, sink and toilet was cracked. Bathroom door would not shut. Air unit made an awful noise clicking on and off throughout the night. Was hard to get any sleep. Coffee maker was broke in lobby. No towels at pool. Had to go to desk to get towels each time. We only seen 2 young people working the front desk of both hotels the entire stay. We were so appalled at the conditions of this "resort" as well as our room (especially for the price we were paying!). We checked into the hotel about 5:30 pm on 03/30/24 complained to the front desk that very evening (about 30 minutes after check-in). Upon approaching the front desk, in fact, we had to wait as two ladies in front of me were also complaining about the disappointment of their room also. They, too, expressed how disappointed they were in the rooms they had. They were given an upgrade to next door. They too, like us, felt the hotel was hugely misrepresented and it was clear that false advertising had taken place. I having been asking to speak to a manger since I checked in. I have even called daily. Took about two weeks to speak with Amy one of the managers. She told me the director would be giving me a call back. He never did. I am very disappointed in this entire experience.

  Business Response

  Date: 05/21/2024

  I (Matt E****) have spoken with Mrs. L**** at 204PM 5.21.24. She agreed to accept a credit to each of her two rooms that stayed at the resort during her time with us. It was a positive conversation and she has my contact information for her to be able to book another room with us in the future. Thank you for bringing this to our attention. 

  Customer Answer

  Date: 05/27/2024

  I really feel like I deserve at least one night stay covered on each of the rooms in addition to the upgrade for both rooms if I decide stay at this facility again. 

   

• Initial Complaint

  Date:10/13/2022

  Type:Customer Service 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.

  I was charged after cancelling over the phone. I was told there was no record of my cancellation. The business never sent a confirmation of the said reservation but told me I needed to have a cancellation email to prove cancellation. My cancellation was made over the phone and I was still charged even though I cancelled within the window according to their policy.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/13) */
  She made 4 bookings. 3 under her name of ****** through a 3rd party, then 1 reservation was booked under a completely different name (***** *********) directly through us. She cancelled through the 3rd party thinking that would cancel all of her rooms.
  
  Our reservation manager emailed here at 5pm on 10.12 via *****************@gmail.com h to let her know she was refunded on the one she booked through the resort.

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service 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.

  The hotel we stayed at for our anniversary this weekend was not a pleasant experience. First the pictures online that we booked don't correlate to the room. The bathroom was small like a half bathroom. There was nats in the bathroom. The gate to enter and exist wasn't working multiple times. I went to the front desk after trying to exist for 15 minutes to be told "yea it acts up sometimes" and given another exist ticket. I even saw multiple customers having a hard time. Only 1 ice machine was working and the bare tender downstairs gave us a looked/attitude when we order food. Even the free coffee ran out early? Overall this wasn't worth the money we paid. Our confirmation number was *********. I feel like we deserve we refund for some of nights. At checkout I wasn't even asked how our visit was? They just said turn in your cards. No customer service.
  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/09/28) */
  Dear Mr. *******,
  
  I am sorry that you experienced some concerns during your stay. I hope to be able to discuss this with you on the phone, please will you share the best number to contact you?
  
  Sincerely,
  ****
  
  
  Consumer Response /* (3000, 7, 2022/09/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please contact me at (XXX) XXX-XXXX. If I'm unable to pick up due to working please email back with solution be best option.
  
  
  Business Response /* (4000, 9, 2022/10/03) */
  Per Mr. *******' request, I tried calling and got no response, so I sent an email.
  
  ****