ComplaintsforBreakaway Beach

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  While staying by at the Viva Wyndham Resort, this company brought several Hundred teenage guests. The first night was very loud, waking my daughter at 2am. I tried asking them politely to move down the hallway as they were waking my 6 year old only to be sworn and yelled at. I went to their team leader and security for help. This group was, according to Alexandra (coordinator), spoken to and it escalated from there. This same group continued to harass and threaten myself and my family. I agreed not to press charges for harassment as it got so bad this group of teenagers were ponding on my door throughout the day and into the early morning. They would wake us up in the middle of the night calling us obscenities and pounding on the door. One night. I awoken to pounding and yelling so loud I thought they were going tog er in and had a panic attack which then triggered and asthma attack. Sought help from security and they stayed with me to see if I needed to seek medical attention off the resort. When Alexandra asked me to work with her and she appreciated me not pressing charges, we asked to be refunded the cost of the three nights we were harassed. She stayed I contact until July when I got an email saying it would be more difficult as we had booked through Expedia. Since then, she had not returned any of my emails and neither has the company itself. As these students, they assured me they knew exactly who it was and had spoken to them multiple times, violated the contract with them that stated they may not impede the enjoyment of other guests and harassment and any for of abuse, including verbal, wpuod not be tolerated and they would be sent home. However, this company chose to let them stay and continue to harass us.

  Business response

  09/01/2022

  Dear ******,
  

  We apologize if your vacation was negatively impacted by any younger traveler. Breakaway Beach works year around with our students, their parents and our vendors to provide a graduation experience for our customers. Our priorities are always the same, student safety and ensuring that our travelers have a memorable experience.
  
  We take the safety and supervision of our travelers very seriously. Breakaway Beach has one of the highest student to staff ratio in the business at 25:1 and long standing relationships with our suppliers and vendors. After a thorough review, we can confirm on two of the nights during your stay, our travelers were off-property, and on another night our travelers were at a beach party. As part of our program, travelers are required to be in their rooms after evening programming thus any noise you allege would be students returning to their rooms. Security and our on-site staff were posted in these areas to deter students from causing any disruptions to other guests.
  
  Our team and hotel security addressed your complaints on-site and assisted to the best of our abilities. Unfortunately, our efforts were met by your verbal harassment and name calling directed towards hotel staff, Breakaway Beach staff, and our travelers.
  
  While we are very sorry to hear of any disturbance to your vacation, we took every action possible to remedy the situation immediately. As you are not a customer of Breakaway, we recommend that you contact the hotel or your booking company to address your complaint and requests.
  
  
  
  Sincerely,

  The Breakaway Beach Team

  Customer response

  09/13/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I just received an email in my junk saying the case is closed because I did not respond but the email was in my spam and I just got it tonight. This case is not resolved. I asked several times for help from their their staff and the hotel. I did not name call or verbally harass their staff. The students came through at about 2am and were pounding and yelling through my door. Then the last night it started at 4pm. They harassed us in the dining halls during daylight hours swearing at us. I talked to several staff and was told they would place staff out side where we were located but after being woken up in the middle of the night found no staff there. I even had to get hotel security involved and they threatened to throw the students off from the resort. I spoke to ********* who said she would work with em and I agreed not to press charges for harassment on the group of kids who were harassing myself and my family. I also reached out to their customer support, as you can see form the emails in the attachments, explaining what was going on and that I needed help. It is not the hotels sole job to monitor the hundreds of teenagers that weee brought there. Also when they returned from off site, they opened the disco tech near our rooms. ********* said they were harassing us earlier on our last night because they made the decision to not open it that night due to the harassment and that she had spoken to the group of students more than once. According to their contract, they should have been asked to leave when it became apparent they were harassing myself and my family. I have my sister and my daughter who can also  attest to the fact that I asked for help several times, in the middle of the night and did not once verbally harass or name call any of the staff for the hotel or this business. ********* said she was working on getting us a refund for those nights to work with us since I did not press charges with security that night and then suddenly stopped answering all communications.
  
  
  Regards,

  Complaint ID: 17781759

   

   

   

  Business response

  09/14/2022

  Dear *******

  To reiterate, you are not a Breakaway Beach customer, and Breakaway Beach does not own nor operate the Viva Wyndham Resort. These two factors limit our capabilities with your requests during your stay and after. Breakaway Beach and Viva Wyndham Resort staff provided the following options and services to address your issues, complaints and/or needs.  -  The resort offered to move your room to another section of the hotel daily. You refused or objected to this option, and continue to complain about noise around your room. -  Resort Security and Breakaway Beach Staff posted up outside your door and in the hall above yours to keep passengers away from your room. We received no other noise complaint from any other guests the entire trip. -  We informed you of our activity and event schedule so that you were aware of when, where, and times our travelers were going to be on site. -  The hotel offered you assistance (transportation, escort, etc.) to the hospital.Again, we apologize your vacation was negatively impacted. As previously mentioned, any further complaints or requests should be directed to the resort or your booking company.Thank you,The Breakaway Beach Team

• Initial Complaint

  07/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  A group of graduating Seniors, including our twin sons, planned their Senior Trip to Punta Cana with Breakaway Beach. Several parents felt hesitant but the young-bloods made a strong case for the trip and we agreed. Communication with Breakaway Beach was very limited from their side although collecting for payments was very timely. During the presentation they offered a cancellation insurance for which they indicated it would be fully refundable - 100%. Covid was back and testing to return to the US was still in force. One of our sons and a couple of friends cancelled the trip well before the trip was scheduled. Our son was not comfortable with the idea of catching Covid and was very anxious. His friends received 100% of the monies paid but our son was offered 75% because he was classified as "Cancelled for Any Reason". We have emailed and attempted to call. The response was that the 100% refund was only for certain reasons and he had been classified as "Any Reason: which meant they keep 25%. Seems like "bait and switch". Our other son did go -- 3 of his friends came back testing positive for Covid -- I gather good thing the testing requirements where lifted but feel for those that travelled on the same plane back. Our son quarantined himself for 5 days -- he had cold symptoms.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Breakaway Beach is planning a cruise/trip to Punta Cana for all seniors year 2022, they are not allowing for any refunds or transfers due to COVID and they require monthly auto-payments to hold a spot. I was told you can cancel and one can receive a 75% refund if i they have the “Cancel for Any Reason Coverage,” for which I do. I have already emailed them about this issue and the last thing they told me was that they’ll email me the documents I need to file a complaint and that it’ll just take a few days but I haven’t heard from them since and it’s been over a month.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a senior trip for my son through this company and also purchased the cancel for any reason insurance. I have attempted to cancel the trip and receive a refund. I have attempted to contact this company through their phone and email and have not received any response after multiple inquiries.

  Business response

  01/06/2022

  Hello Mr. ********
  
  
  Our Help Desk responded to your original email on December 23rd, 2021. See original email below:
  
  
  On Thu, Dec 23, 2021, at 2:57 AM Breakaway Beach <[email protected]> wrote:
  
  Hello,
  
  We have now cancelled your file as requested. You will no longer be charged for any future payments. 
  
  As per our terms that are agreed upon during the registration process, we do not offer any compensation upon cancellation of a booking. For full details on the cancellation policy, please review the Terms and Conditions section, Cancellation of Services. 
  
  As you have Cancel for Any Reason insurance, you are eligible to file a claim through the insurance company for reimbursement. Once our Admin Team has completed the cancellation clean up on your file, you will receive the documents that you will need in order to support your insurance claim, as well as instructions on how to contact your insurance provider to do so. 
  
  Please note, as these documents are created manually, it does take us 5-7 business days to get these documents created and emailed to you. Rest assured however that we are on it and will be sending them as soon as possible!
  
  
  
  
  Kind regards,
  Holly
  
  
  
  
  
  Our team sent over all the documentation you needed to submit your insurance claim on December 30th, 2021. Our apologies for the delay as our team was away for a few days over the holidays. Please see original email below:
  
  
  Date: Thu, Dec 30, 2021 at 4:35 PM
  Subject: Re: Cancellation of trip
  
  
  
  Hello,
   
  Thank you for your patience as we put together your cancellation package. 
  
  
  To file a claim with Travel Insured International, please follow the link here to their website. A full walkthrough for filing a trip cancellation claim is available on the website. Please note that as you are part of a group plan, you will need to click on the link below the "Start A Claim" button, as shown below, to file your claim. 
  
  
  
  
  Your plan number is (210625GRPS0517) - you will need this to begin the process. 
  
  Should you have any questions while filing your claim, please feel free to email us or set up a phone call with one of our representatives here and we would be happy to assist you.
  
  Kind regards, 
  
  
  The Breakaway Beach Team
  
  
  If you require any further assistance we are more than happy to help.
  
  
  Kind regards,
  
  
  The Breakaway Beach Team

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