We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Resort

Myrtle Beach Marriott Resort & Spa at Grande Dunes, Hibiscus Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Resort.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/23/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    In attempting to book a room under a group rate, was rerouted in circles between the front desk and corporate reservations, with no one who would assist me. I have a family of three, yet marriot was unwilling to guarantee 2 beds vs 1 bed, unless I paid double the price. Additionally, the room is also non-refundable. 1 customer service *** was incredibly rude and hung up on me. As a Bonvoy member who travels frequently for work, this poor customer service will lead me to chose other brands. I am attempting to book 1/24/25-1/26/25 under the velocity dance block. I simply want a guaranteed 2-queen room at the group rate.

    Business Response

    Date: 08/23/2024

    Good Morning **********************,
     Thank you for reaching out to us about your future stay for the Velocity Dance in January. I am sorry for the confusion and routing around. The competition contracts so many rooms to guarantee 2 queen beds and the remaining block is set up at  a run of house ( 1king or two queen beds)  to  provide  as many rooms as possible at the special rate. At this time the 2 queen beds that were guaranteed have all been booked. I am processing deposits (1 night non-refundable) and changes do happen. I can make a note for 2 queen beds for your reservation . We host 3 Dance events a year and we do not  usually have any opportunities. Please let us know.Thank you and have a great day

  • Initial Complaint

    Date:05/29/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 went to this hotel on May 27. Upon arrival around 4 pm, we drove off *********** Dr to the hotel. This was not our first time here so we knew how to drive to the self parking. There is a stop sign near the main entrance, left leads to a circle for valet parking and right leads to self parking. We saw several cars ahead of us jammed at the stop sign mentioned above. Not sure whats going on, but as we drove closer, it turned out to be a hotel utility pickup truck with trailer having emergency lights turned on. It was pulled over right at the stop sign and blocked all the vehicles trying to turn right to the self parking. The road was quite narrow and there was no way to pass by. We waited almost 5 mins with nobody showing up or explaining the situation to us. Behind us, at least 7 or 8 vehicles were waiting. Finally, a doorkeeper dude at the front gate noticed the issue and walked toward us. I waved to him and said its blocking everyone while pointing at the pickup truck. He nicely nodded obviously aware of it. However, another hotel employee who was wearing a light blue T, at least 6 feet tall, white young male short golden hair, came out of nowhere. He stared at us and raised his voice with a strong attitude, Im moving off! Chill! The doorkeeper dude talked to him for a few words. Then he loaded a golf cart onto the trailer and drove away. No apologies after everybody chilled and got jammed for 5 mins because of his stupidity. As Marriott gold elite members, we feel very disappointed and offended by this rude hotel staff. His behavior was super incompetent and unprofessional. All the hotel staffers we met including door keepers, receptionists, pool/beach service, gardeners were very friendly and helpful, except this guy. This is a fine top rated resort and people come here to enjoy their vacation, receive great experience, not to get upset. He should be ashamed of himself for how he behaved.

    Business Response

    Date: 06/09/2024

    Your Stay at Marriott Myrtle Beach Resort and Spa...




    ******************;<********************************> 5:17?PM (5 minutes ago)


    to kobe2009bryant, bcc: me







    Dear Mr. **************

     

    Thank you for choosing to stay with us when visiting the area and moreover, Thank you for your Loyalty as our Marriott Bonvoy Elite Member, I truly value you Sir. ********************** is always encouraging to hear valuable feedback, particularly when it comes from those who matter the most you! Providing the highest level of hospitality to all of our Guests is our number one priority, I sincerely apologize that we could not meet your expectations during your recent stay with us.


    Our Hotels are only better because of genuine feedback like yours. I have personally shared your comments with our entire hotel team and have taken this occurrence as a training opportunity, so we could continue to make positive changes in our efforts to meet our Guest expectations.


    I have addressed this issue with our entire Valet Team and ensured that something like this is not experienced by any other guest in any manner. I thank you for being our eyes and ears in helping us to continuously improve and meet our guest expectations when visiting our Hotel.  

     

    As a token of our sincere apologies and in the True spirit of Hospitality, I am taking the liberty of adding ****** Marriott Bonvoy Bonus points to your account, please allow us 7 - 10 business days or less for this to show up in your account activity.  Once again, I appreciate you taking the time to share your feedback and we will be looking forward to welcoming you back soon. 


    Regards, 


    Deepak Mishra 

    Director of Operations


    Myrtle Beach Marriott Resort & Spa at Grande Dunes
    **********************
    Myrtle Beach, ************** 29572
    T: ************ | F: ************

    Customer Answer

    Date: 06/11/2024

     
    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,

    *************

Myrtle Beach Marriott Resort & Spa at Grande Dunes, Hibiscus Spa is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.