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:03/27/2024

  Type:Service or Repair 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.

  My boyfriend and I checked into a hotel on March 10, 2024 and the hotel was completely a mess. There was a used covid test in the drawer, mold and stains all over the bed sheets as if they hadnt been cleaned.

• Initial Complaint

  Date:10/17/2023

  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.

  My mom is in from out of town looking for a place in OC and decided to stay here because it initially reminded her of ****************** on Cape Codit was a nightmare. The owner is a drunk who manhandled my dog and wouldnt stop rambling. The rooms were filthy (roaches, moldy shower curtain) and also unsafe. People hang out drinking all night. Door to our room didnt lock or stay closed. Bed was on a frame that was too big for it so the metal was jutting out and my mom hurt her foot.when she brought it to the drunk owners attention he screamed at her to get off his property. Horrible man, horrible business. City needs to shut them down. Filing a complaint with the state health department, BBB, and the towns relevant agencies/councils. Found out an actor died there in January from a drug overdose and Im not surprised; the owner told us the police leave him alone because he takes in all the addicts off the street so theyre not police problems. Im not here to judge drug addicts Im here to say the place is incredibly unsafe, unsanitary, and unpleasant. Youre better off literally anywhere.

  Business Response

  Date: 10/17/2023

  This mother and daughter came stayed and left. Then they asked hotel manager to stay one more day which they did not pay and asked them to hold the room till they come back and pay. The manager tried to be nice and agreed. Then they returned late in the afternoon and made a crazy claim about her foot was broken since she hit the bed by accident and its the manager fault! They were rude and used very bad words also they were walking fine and we have 5 witnesses that saw they were rude and nothing was wrong with them as they were able to walk quite well!  
  1- they never paid for the extra day so why are they asking for refund!

  2- they wanted free room for a couple days and we said no

  3- they were rude to the manager and other guests and we have videos of them mis behavior concerning the staff 

  4- no one was drunk and they were extremely loud and rude so please tell them to go take this act somewhere else 

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair 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 had set an online reservation through Booking.com for my mother to stay at the Oceana Boutique Inn Hotel for the following dates: 10/3-10/7/2022. Based upon the description of the hotel property, photos, location, and amenities provided such as a kitchenette, coffee, and tea I went forward with booking the reservation for my mother through the Booking.com online travel agent website. As I have used Booking.com for many years while traveling to locate hotel stays and I had found out about Booking.com while working at a resort hotel in the accounting department and would have to reach out to Booking.com to process guest stay reservations and process refunds to guests through their online site. Thus being said; I am quite familiar with Booking.com. Upon arrival of my mother's stay on 10/3/2022 I immediately took notice of the rundown condition of the property once I parked in the parking lot. My mother is elderly and just had surgery on her knee and walking her through the property was difficult as the flooring is quite uneven and slippery. When we got to the door of her room there was trash sitting on the door floormat and men in the courtyard next to her room smoking cigarettes with the smoke blowing into her room. We walked into the room and were both completely discouraged as the closet was dirty after opening the door where I wanted to place her luggage, the bathroom had 1 stained bath/shower towel hanging up, there was no tea or coffee maker in the kitchenette. When we opened the oven there was a dirty pot sitting in it with dried up old refried beans. The kitchen definitely needed a better cleaning as well as the refrigerator. The ** would not go on or work so I immediately went to the front desk asking staff for assistance. The maintenance man who came to the room had a cigarette in his hand while standing in the doorway trying to explain to turn the ** off then on. My mother was completely concerned by the condition of the property, the condition of the room as well as the concerns of guests wandering around out in the courtyard smoking and definitely appearing to be under the influence of drugs. As someone who has previously worked in hospitality at a resort hotel I can attest this property was not a hotel, not a boutique, and not being run effectively and professionally. Within 20 minutes of being on the property unloading my mother's luggage into her room and taking notice of the poor conditions I immediately asked ***** the front desk staff to change the reservation and check my mother out on 10/6/2022 for only a total of 3 nights due to the above reasons. I had sat in my car in the parking lot calling my brother and explaining the poor condition of the property where our elderly mother was to stay for the week. My brother said change her reservation and she can come stay with me when I get home on 10/6/2022. I politely asked ***** the front desk associate if this change could be made and ***** indicated it would not be a problem and that I would not be charged for an entire week's stay but for only the 3 nights and that he would let the owner know and that we would need to check out on 10/6/2022 by 12pm noon and leave the room key in the drop box located at the front office. On 10/6/2022 at approx. 9am I arrived at the hotel to check my mother out and pick her up. I dropped her room key in the front drop box and later that day I checked my online banking and discovered that I had in fact been charged the entire week's stay for the total amount of $744.66 which would leave me a refund due by the property in the amount of $405.39 for a total of a 3 night's stay. I then immediately called the hotel to inform ***** that I had been in fact charged for a week and not 3 nights. He immediately told me he would reach out to the property owner and have the refund adjustment made and that this was not a problem. He said it would take a few days to process the refund. So I patiently waited a few days with no refund and called the hotel again speaking with ***** for the 3rd time regarding the stay changes and refund. He answered the phone indicating that he spoke with the property owner on the night of 10/3/2022 and that she had said she would take care of this and that I would not be charged. He said "what is wrong with this woman, she said that she would refund you back, let me call her and I will have her call you back". So again I now waited for a call back from the property owner and never received a call back. I then called back a few days later and the property owner answered the phone this time. I told her who I was and that she never returned my call and that I just want my refund back as my mother did not stay at her hotel a week due to the poor conditions of the property. She was extremely agitated, irate and told me that I needed to call Booking.com for my refund. When I told the property owner that her front desk staff ***** had assisted me on 10/3/2022 upon arrival and check-in and that ***** said that changing the reservation would be no problem and that I would not be charged the entire week she was screaming at me that "***** is no longer with us and he is an idiot". I was completely shocked by the lack of professionalism and communications from this property owner as I hold a bachelor's degree in business administration and a masters degree in leadership and having worked in hospitality for a resort hotel this is not how you communicate with a guest addressing there concerns with the owner. She was screaming and practically hung up on me. I then immediately called Booking.com to address my concerns regarding the full charge and was told by Booking.com that the property owner needed to in fact contact them to provide authorization for the refund. So I was placed on a brief hold while Booking.com attempted to call the hotel property and get the owner on the phone. Of which they were unable to get the owner on the phone and told me that they would provide the property owner with an extended 15 days to complete the refund on her end. So once again I waited the additional 15 days patiently for a refund and was checking my online banking daily to see if any refund had appeared in which it did not. On 12/1/2022 I called Booking.com again as it had been the 15 day **** and was told the property owner never called them to authorize the refund and to call the property owner and ask her directly. So again I called the hotel and spoke with ***** who was extremely kind, professional, polite, and patient while I explained my concerns and that all I am asking for is the refund in the amount of $405.39. ***** expressed that she was new and had not yet met the property owner in person but spoke with her over the phone and would reach out to her to ensure this was taken care and that I would get a refund back. I provided ***** with my phone number and the credit card information that was charged. When I did not hear anything back from the property I again called on 12/3/2022 leaving a voicemail message for either ***** or the property owner to call me back regarding the status of my refund in the amount of $405.39. To date I still have not received a call back nor a refund. I am beyond exhausted with this situation as it has been now two months since my mother stayed at this property. I have been calling to no avail between the hotel and Booking.com and I have waited patiently to be refunded back. I ask that this property owner would act in "Good Faith" and follow through with stating that I would get a refund and refund back the amount due of $405.39.

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair 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 stayed at hotel on 4/8/2022. I paid with credit card. They then asked $100 security deposit. I gave front desk employee(****) a $100 ****. He said I'll give you the $100 **** tomorrow morning when you leave. I indicated I'm leaving at 6:30 a.m. & **** said that's fine. We'll be here. my stepdad (hotel manager) is always around to give you the money back. The following morning I went to front office. nobody was there, Door was locked. They had a sign saying use Ring doorbell for help. The Ring doorbell wasn't working. I knocked at the door for 5 minutes. nobody came. I walked around the hotel. nobody was around. I then left to go back home. At 5:00pm I called ***************************** apologized that he wasn't there. He said my stepdad is typically here at that time. so sorry. You can come back for your money now. We're here. I explained to him I'm already back home/I'm not driving back an hour for their mistake. i told him paypal, venmo or check. I gave him my address.Every week and a half since I've called/text saying where's my check? He repeatedly apologizes and asks for my address again. On 4/10/22 I received an email from Oceana saying the deposit wasn't cash/it was an electronic hold on my credit card so there's nothing to refund. That is not true. It was cash.I've also spoken w the manager ****. He gives me the same runaround. I was in the area on 6/25/22 and asked if I could swing by for my money. **** said sure. When I arrived the manager was very rude and told me this is a civil matter & that it was my fault for leaving before the front office opened. I explained that it was at **************** that 6:30 was fine for me to pickup my $100 ****. Manager said I can't give you $$ back. the owners won't reimburse me. You have to deal with the owners through court. They're lawyers/good luck w that.I just want my $100 deposit back. I have texts from **** admitting they owe me the $$ and that check is on its way. It's been already 3 months. I need help.

• Initial Complaint

  Date:06/14/2022

  Type:Service or Repair 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.

  Made initial reservations for 6/6/22-6/8/22. Was charged the full amount a full 24 hours early, despite getting multiple emails stating we would pay upon check in to the hotel. Asked to extend our stay by ONE night, was given a price of $98 and INSTRUCTED to come pay the following morning as it was late and I did not have my wallet. The next morning I went to pay for the extended stay for one night, quoted at $98. The man behind the counter gave me a total of $102, I chalked it up to taxes and fees or whatever and I payed with my card. Only to find that I had been charged the $98 already and actually payed an additional $102 for a second night, which I did not ask for. Upon checkout on the 9th, I tried to explain this to them and they said that their system showed us checking in on the 5th, which we did not, which is why we called on the 5th to ask why the full amount was charged a day early they said something about the $98 being for the night of the 7th, and the $102 for the previous night of the 8th. I showed them my booking confirmation for the 6th-8th but they did not seem interested in seeing it. They refunded the $100 security deposit, but sure enough the pending transaction for $102 went thru, despite being told they would get it reversed as soon as possible. Its been 7 days, I have called them and been given the excuse that only one woman is able to initiate refunds and shes been hard to reach due to some personal life issues. Which, is not my problem. I reserved the room for the 6th-8th and paid 275 for that initial reservation. We checked out on the 9th (one extra night) but we were charged for 2 extra nights and every time I call to ask about it, I am given short answers and told to call back in a day or two if its not reversed. I want it reversed now. Its been 7 days and apparently the reversal hasnt even been initiated. I can provide copies of emails and statements if necessary.

• Initial Complaint

  Date:06/03/2022

  Type:Sales and Advertising 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 stayed at the Oceana Motel on April 30. As part of a business transaction, I had mail sent to me while I was traveling to be delivered to me at the Oceana Motel using overnight US ******************** The tracking number indicates that it was attempted to be delivered while I was at the motel property, but the motel office had closed before the 9 pm stated motel closure time. The *********** delivered the mail the next day but I had already left needing to continue my trip. ****, the Manager, assured me that he would forward the mail to me. Over the following 4 weeks, via 7 telephone calls, he made comments that the mailing was soon to be sent, or underway, or sent back to sender. Instead, I am convinced he opened the mail, kept the contents of personal sentimental value, including important documents, and nearly $200 in cash.

  Business Response

  Date: 06/04/2022

  This correspondence was sent return to sender as we do not accept mail at this location for guests.Tell us why here...