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:07/27/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 have booked many trips through shelby resorts in the past, but most recently i booked a trip for my wedding for october 16th-19th staying in ******* *******. I booked this trip months ago and paid the deposit of $405. I recently go on to check my reservation and their website is shut down with a message that says they are closing and will no longer be taking any new reservations HOWEVER all previously booked reservations for ************************************************************* email them. Well, I have sent countless emails and phone calls and left a million voicemails over a month with no response regarding my trip. They have my money, I needed to pay the balance of the trip and I have no idea if I still even have a reservation at all. I have not been able to get in touch with anyone and have even called their emergency line with no luck. I am very unhappy as now I am out money and having an upcoming trip with no guidance to if I have a reservation and its my wedding trip.

• Initial Complaint

  Date:05/18/2023

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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.

  My complaint stems from when I booked a trip for travel March 2020, but due to COVID-19 it was canceled. I reached out to Shelby Resorts to request a credit for my reservation HA-ML7JT3, but they stated that they would only issue an $1,145.00 credit and stated "Your Shelby Resorts credit of $1,145.00 USD still remains valid and will not expire. This credit may be used at any of our 200+ resorts. Sincerely, ****, Shelby Resorts". As of today, May 17th, 2023, I logged in online to book a trip to take during August 2023, but their website shows that their business is closed. I am owed a refund as I am still not able to utilize this credit that I was promised.

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a stay at ******************** from Shelby Resorts for a stay 9/30/22 for four nights in the amount of $469. Hurricane *** hit ******* and prevented travel due to travel restrictions and all flight cancellations to the **************** during that time. We reached out to Shelby Resorts about options and they gave ** a credit to use within the year. When we tried to use the credit, there was a notice on their website that they are closing and not taking further reservations. I reached out again to see if they would be refunding our payment and they do not respond. We are seeking refund of the $469 paid.

• Initial Complaint

  Date:02/22/2023

  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 made a reservation for St. ****** over Christmas break, Dec 23-29/2022 on VRBO, and Shelby Resorts is the property owner. My first bad vibe came from them in an email regarding my reservation. Most professional businesses will write something formal, as Hello Mr/Mrs, etc. Mine started with 'Hey there'. They also had a form letter that still mentioned Covid procedures, although they had been cancelled months before. A couple days later I get an email asking me to rate my trip, when I had not even travelled yet.. bad vibe #2. The day before I was scheduled to fly out there was a major blizzard across the mid-west, and being in ******** we got hit especially hard. Flights were cancelled for days. I had called both VRBO as well as Shelby resorts to let them know of my situation and that it was impossible for me to get there. I was given a copy of their 'Cancellation Policy', and basically told to pound sand. I totally understand the policy, but to take my money without me enjoying one minute of the vacation I had planned is just plain wrong, and a very bad business practice. Having been self employed for 20 years I've learned that sometimes you have to do what's in the best interest of your customer first and not always your pocket, especially if it's an unforeseen circumstance. The treatment I received from them was totally unprofessional and rude. For all I know about VRBO the property was probably double booked anyway. I'm not looking for a refund, but they should at the VERY LEAST credit me the amount I paid for my vacation in full for a future trip. Buyer beware.

  Business Response

  Date: 02/22/2023

  When booking with Shelby Resorts, a small business, your payment is agreement to our Terms and Conditions which are listed on our website for everyone to view prior to their booking. Within those Terms and Agreement it states, "If inclement weather should occur, the guest's reservation remains active as long as the resort is open and operational. Shelby Resort's cancellation policy applies. Shelby Resorts is not responsible and cannot offer any refunds if airline flights are cancelled or a guest misses a flight." We also highly suggest looking into travelers insurance, which we provide a link to on our site, as we recognize our cancellation policy runs on the strict side of the travel industry. 

  Please note- we sent our traveler, *************************, their confirmation on December 21st, 48 hours ahead of their check-in. **** emailed in on December 23rd (the day of check-in) at 8 PM EST (4 hours after check-in, and 2 hours after our manned office hours) wishing to cancel. **** never finalized the cancellation through his booking platform of VRBO. So the reservation was full honored. 

  I have added all attachments of communications and Shelby Resorts Terms and Conditions. 

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19442579
  
  I am rejecting this response because: You can say the requested booking was fully honored even though I was not present. As I stated before, sometimes a business has to do what's right in the eye of the customer and you refuse to do so. Your response is the same copy and paste you have used with other complaints I have read about your business. In the end, you take my money and I receive zero value or satisfaction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/08/2023

  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.

  We paid a total of $1554 in October for 4 nite reservation at the ************************* ***** for ***** Dec. Several days before we tested positive for Covid and attempted to cancel. The confirmation letter we received from Shelby Resorts stated a 50% credit held for 1 year. "*******" refused to honor this policy stating we did not book through their website. Since there was no refund or credit being offered, we decided to not cancel and see if we could salvage the reservation. Indeed several days later we arrange for our sons family to use what was left of this fully paid reservation. We were then informed that there was an additional $100 fee to change the name which we agreed to. We were then informed that the reservation was cancelled and we could not make use of our fully paid reservation. Throughout this process, we requested several times to speak with the owner, ***********************, and we were promised a phone call several times, but were informed that **** was "traveling for the holidays". Now 2 weeks after, I have had no contact from the owner as promised. "Britany" who said she was the final authority on these decisions could only repeat a string of ridiculous, one sided policies, which result in taking ALL of my money, and providing zero service, flexibility or refund! Basic business, you cant take ALL of my money, and provide zero service.

  Business Response

  Date: 01/10/2023

  The cancellation policy referenced in your complaint is Shelby Resorts website cancellation policy. As it states on our website, under Terms and Conditions, "Website Bookings only: Owner is not able to cancel this agreement without crediting Renter for the monies paid to the Owner minus the Wyndham Guest Name Fee. If Renter cancels this agreement then all monies paid to owner are subject to the cancellation fee. Cancellation fee: Once a deposit has been submitted guests can receive a 50% refund of the condo rental amount paid and the remaining 50% stays on file, for up to 1 year, to be applied to a future booking with Shelby Resorts at any Wyndham property throughout *******. Once a reservation is paid in full 50% of the condo rental amount paid stays on file and the remaining 50% is forfeited. The Wyndham guest name fee ($99.00 USD) is non-refundable. Reservations cancelled within 24 hours of check-in will receive no refund. Credits on file cannot be refunded. The renter will be charged a non-refundable $99.00 USD adjustment fee to make any changes once a payment has been received. Please note: If you plan to arrive more than 24 hours past your original booked check-in date you will need to notify the resort directly to avoid the resort cancelling your reservation due to a "no-show".
  
  Since you booked directly through **** you received the **** cancellation policy which is as follows: 30+ days from check-in(50% refund on amount paid. This does not include the service fee).29 days or less from check-in receives zero refund.
  
  *The $99.00 USD guest name fee/property fee is non-refundable* Please note: If you plan to arrive more than 24 hours past your original booked check-in date you will need to notify the resort directly to avoid the resort cancelling your reservation due to a "no-show".
  
  Both cancellation policies are very adamant on letting the resort know if you will be arriving are than 24 hours after check-in as they will mark you as a no show. So when the traveler contacted us 48 hours in to the reservation wishing to change the guest name without informing the resort of the late check-in the reservation was unfortunately cancelled as the resort marked them as a "no call, no show."

  Customer Answer

  Date: 01/15/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The Shelby Resorts response to our complaint is mostly a copy and paste of their terms and conditions, which they conclude do not apply. This large volume of nonapplicable information is an attempt legitimize their position. A tactic not showing good faith towards resolving this complaint
  
  Our complaint acknowledges the existence of all of these the terms. They include policies of 3 different business entities, ****, Shelby Resorts, and Wyndham. The response also sites policies on the Shelby website which we never used.
  
  Our complaint is that when these terms and conditions are selectively applied by Shelby Resorts, it results in a violation of good business practice namely, to provide a service, and make a reasonable profit for that service.
  
  In this case, there was no provided service, refused a refund, and then cancelled my fully paid reservation, so we could not make use of it, so they could rebook the condo, maximizing their profit. Someone made a big profit on our misfortune.
  
  Please note that ALL of the published complaints on the BBB website against Shelby Resorts are for this exact issue. Money taken and an inflexible refusal to compensate the customer... IE. "Nope, they don't budge. No apology from Shelby"
  
  As noted, we booked this through **** (Vacation Rental By OWNER), so there is a reasonable expectation to deal with the ****** *********************** is named as the owner, with a photo on the **** website. Throughout this process, we have made multiple requests, and been promised several times in writing, to communicate directly with the owner. This complaint, and dialog, could have been avoided and resolved by now if the owner would represented himself.
  

  Business Response

  Date: 01/17/2023

  Listed below are the **** cancellation policies that are agreed upon when booking with us, Shelby Resorts, on ****. They are listed on the listing AHEAD of booking for travelers to read so if they do not agree with them they do not have to book with us:
  
  30+ days from check-in(50% refund on amount paid. This does not include the service fee).29 days or less from check-in receives zero refund.
  
  *The $99.00 USD guest name fee/property fee is non-refundable*
  
  Please provide the 1 name of the person arriving and checking into the resort 1st. This person MUST provide a photo ID that matches (EXACTLY) the name on the reservation and be at least 21 years of age. No exceptions.
  Please note: The name of the guest checking in 1st cannot be changed once you have provided this information to us. If this name needs to be changed you would be charged an additional non-refundable $99.00 USD. Please make sure it is spelled correctly and exactly as shown on the photo ID.
  
  Please note: If you plan to arrive more than 24 hours past your original booked check-in date you will need to notify the resort directly to avoid the resort cancelling your reservation due to a "no-show".
  
  
  We provided this guest with the reservation in the name and information they provided to us via ****. They received all final confirmation check-in details 48 hours ahead of check-in.
  
  The traveler then reached out to us on December 25th to change their guest name. Please refer back to our terms where the state, "If you plan to arrive more than 24 hours past your original booked check-in date you will need to notify the resort directly to avoid the resort cancelling your reservation due to a "no-show". Since the traveler neglected to inform them of their late arrival the resort cancelled their reservation due to the no-show policy.
  
  When the resort cancels the reservation there is absolutely no way for us to "re-sell" the reservation as it no longer exists. Therefore the claim by the traveler of us rebooking the condo and maximizing our profits is bogus.
  
  We cannot extend a refund or a reschedule to this traveler as we inform our travelers of what they must do if they need to arrive late. All the resorts operate 24/7 with a desk agent.

  Customer Answer

  Date: 01/22/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Shelby Resorts' responses only reiterating the terms and conditions from 3 separate business', which we have acknowledged several times. Shelby Resorts and Wyndham are fine if everything goes smoothly, but if there is an issue like Covid, they are completely inflexible and disinterested in taking care of their good paying customer. Where did our $1,554 go?
  

• Initial Complaint

  Date:09/28/2022

  Type:Product 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 had a condo booked for 9/24/2022 at Wyndam Bonnet Creek in Florida through Shelby Resorts. The entire state of Florida is under a state of emergency due to hurricane Ian, so logically, I'd like to reschedule without loss of funds. Shelby Resorts in conjunction with Wyndam, although within their rights to keep my money due to their unethical policies, has zero flexibility on their policies in these situations. I requested a refund or to at least move the entire $499 booking to another date under the circumstances. Seems logical and reasonable, right? Nope, they don't budge. No apology from Shelby for the inconvenience or anything. I work in Human Resources which is a heavily customer service based job for the State of Louisiana and I also own my own service based business on the side and I can tell you, Shelby is not a good business to work with. Just because you can keep your customer's money doesn't mean you always should. It's bad business. A $52 credit is all I would've gotten towards another booking. Why would I book through them again under these conditions? They are unreasonable and unwilling to bend. Just because the resort is open through the hurricane is a poor reason to retain a customer's funds and lose a customer in the process. I take my employees on an annual trip each year and we used Shelby earlier this year and I was considering using them 2 more times next year, but not anymore. Disney has better/more reasonable cancellation policies during hurricanes. They may charge more, but I guess you get what you pay for. I hope Shelby will consider changing their policies in the near future, but for now, I don't recommend booking through them.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/29) */
  At the time of the travelers booking and payment the Terms and Conditions were agreed upon. They state the following, "If inclement weather should occur, the guest's reservation remains active as long as the resort is open and operational. Shelby Resort's cancellation policy applies." You may view the full Terms and Conditions by going to our website.
  
  We do acknowledge we have a strict cancellation policy, we have to as we mirror the resorts policy. They do not allow Shelby Resorts to receive any funds spent on making your booking to cancel in such a short notice, even with the inclement weather. Reasoning why we highly suggest booking Travelers Insurance especially when booking a location during their peak hurricane season.
  
  We hate to make our travelers so upset when Shelby Resorts main goal is to send everyone on their vacation to make memories that last a lifetime. So we have offered our traveler a full credit to use towards a new reservation for their cancelled reservation.