ComplaintsforOcean Sky Hotel and Resort

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July ******* I was schedule to fly to ***************, *******. Due to the global service interruption that affected the ***************, I was unable to fly out. I have spoke to several people at this hotel. The last conversation I had before my conversation on August 8, 2024, I was told that since my 2 reservations were done differently, they could only refund the 2 nights that showed I would be paying at the hotel. He explained to me that booking.com had to refund the 2 that was paid to booking.com because of an agreement they have with booking.com As of today, i have only received 2 nights per room. I have only received 1 night per room.Booking.com said they cant refund because the hotel is showing me as a NO SHOW with no note to the global issue that affected the airports. Today, a different person is telling me there is a Penalty for a NO SHOW. But I was told due to global issue all fees and charges will be refunded.I would like the hotel to refund 2 nights for both rooms due to the global issue which I had absolutely no control over.

  Business response

  08/08/2024

  Good Afternoon, 

  This guest ************** is really confused. She made at least six different reservations for July 19 and check out July 21st. The booking number ********** is only referring for a non-prepaid reservation and there is no fees for cancelling or no-show. 

  The two reservations that were pre-paid by a virtual card from Booking.com we charged the one night fee and the second night was refunded as per booking.com cancellation/no show policies. 

  As a goodwill gesture we will refund the two charges back to the Virtual card of Booking.com - guest can contact booking.com to verify that we refunded all charges. Booking.com needs to then provide her with any refunds. 

  Thank you for your understanding, 

  ******************;

  Front Office Manager

  Customer response

  08/13/2024

   
  Complaint: 22112561
  
  I am rejecting this response because:
  As of Today, August 13, 2024 

  I have only been refunded $****** which is for one night each room. 
  Which came thru from booking.com

  please explain what was this for and who refunded it booking.com or Hotel. 
  I have called booking.com and they said I need to call the hotel to get the other ******.. yes Im confused to which business is not refunding at this point. 
  Sincerely,
  
  ***********************

  Business response

  08/14/2024

  ************* can contact booking.com

  Ocean Sky Hotel & Resort has no charges ($0.00) and no fees for any of ************** reservations.

  $439.92 was the total for 2 nights not one night as she is claiming.

  One night was $194.65 plus taxes. = ($219.96) 

  The hotel already refunded Booking.com's virtual card. Once = $439.92 refunded on 7/24/2024, and then the second time = $439.92 refunded on 8/8/2024

  Please close this complain as this business has nothing on hold, no charges, and no more refunds pending.

  All money was refunded back in full to the Booking.com virtual card. 

   

  Customer response

  08/22/2024

  As of 6:33 pm Today 08/22/2024 booking.com is stating the hotel did not give them the okay to refund the 08/07/2024 refund for $439.00 

  I was on the phone with booking. Com at the time I typed this response. 
  

  This is really sad that 2 business can not communicate when it comes to customer relations. 

  Customer response

  08/22/2024

   
  Complaint: 22112561
  
  I am rejecting this response because:

  booking.com stated today 08/22/2024 at 6:33 that they can not release the second refund because the hotel has not given them confirmation to refund me. 
  

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ********** stayed at Ocean Sky resort from 7/24-7/28 in room 907. There were no complaints but things went downhill Friday 7/26. On Friday, came back to our hotel room about 1p. The room was partially cleaned. 1 of 2 beds were made, there was no toilet paper but we had new towels. I said nothing and went to the pool. A couple hours later my daughter goes back to the room to get googles and someone is exiting our room. This person identifies themself as the manager, and asked if our room had been cleaned. My daughter told him, only partially and we thought it was weird. The room never got cleaned again that day or a follow up from the manager. If the manger is checking, and sees a room was not cleaned, why did he not do anything about it? I still said nothing because I do not like to complain. Saturday we leave at 8:30a for an all day boat rental. My daughter leaves a harmonica and AirPods on the shelf by the mini fridge. I tell her to put them up but, she didn't listen and left them lay. 100% as we walked out of the room, the air pods were in eyesight by the mini fridge. We get back to the hotel, it's 6p and they're gone. I reminded her, I told her to put them up but she points out she didn't. We searched all night for the AirPods. Used find my ************** ping at a house, in an area we have never been. We had family pick us up at day to go to the boat, no valet, and went straight to the boat on Saturday. No way for anyone to have those air pods without access to our room. We went to the house, knocked on the door and got no response. I called the hotel & was basically was blown off and told to file a police report. The front desk said they would not ask staff or look into staff addresses. At minimum the hotel needs to look into if room service is stealing. And not me employ known thieves. *************************************************************************** is not a short term/vacation rental property. It's family residence. And the hotel will not respond to my email or call.

  Business response

  08/17/2024

  Good Morning, 

  In Regards to stay of ******************** from last month, the manager from housekeeping conducted an investigation and was able to determine that a housekeeping person did take air-pods from the guest's room. This employee no longer works here as he was terminated. All our employees are pre-screened and some have been working here many years. Unfortunately this individual acted on their own and as a consequence is no longer employed here. The individual was able to bring this item back to the hotel and the front desk already have given this item back to the guest- Mr. **************************** close complaint as this was resolved and ******************** has gotten his item back. 

  Best *************************************************** Manager.

   

• Initial Complaint

  10/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  First off, I have been a repeat customer at this ********************** many times over the last two years. This visit however has left a lot to be desired. Yesterday when I arrived I was greeted with a jackhammer noise in the top floors. Then today there is no internet in the entire hotel and I have to be using my phone data plan. I must say the level of service for this hotel has dropped quite a bit. I would say a two star hotel now.

  Customer response

  10/24/2023

  This is the room view I was provided. I was not able to even stay outside on the balcony because of the noise and dust from the construction.

  Business response

  10/27/2023

  Dear Baracatt,

  First of all want to extend our apologies and thank you for being a repeat  guest of our hotel,  We regret that your view was not what was expected but it is beyond our control the renovation and updates on our neighborhood and some of these updates are a must by Florida state to keep older buildings infrastructure safe and up to par.

  Will reach out to you on the near future when the upgrades next door and on our hotel are finish to invie you over to show the progress and the reason behind all the work going at the present time.

   

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

  General Manager

  Ocean Sky Resort

  Customer response

  10/27/2023

   
  Complaint: 20774319
  
  I am rejecting this response because: I had requested your front office staff to move me to a different room but that was rejected. We could be talking about two different things. I am referring to the construction view I had. I could have been moved to a room on the other side of the hotel...
  
  Sincerely,
  
  *******************************

  Business response

  11/23/2023

  ********************,

  We do extend our sincere apologies once again, But having construction on both sides of the building does not equate to dropping the level of service as you labeled Two stars, Your request to be changed to the other side of the building was not feasible due to the lack of room inventory on that side of the building.

  We are willing to extent a 20% off your nightly rate during the stay that you have expressed your concern with.

  Please feel free to contact us via e-mail if you do not see the discount applied to your credit card within the next 7 business days.

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

  Customer response

  11/28/2023

   
  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

  05/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  False advertisement on Hotels.com and dishonest practices.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had booked this hotel through Agoda. My whole family goes every year Christmas time. We are always at least 30 people and book no less than 10 rooms. We go at least 2 - 3 times a year. My room was booked for December 24-dec 30. My family all arrived to ocean sky on December 23 to spend Christmas together. I had to follow the next day due to work. However , my flight ends up being cancelled and I could not catch another flight out until Thursday December 29 which is when my family will be coming back home. I called the hotel to cancel and the manager ***** told me to call ***** and he will approve my refund with no fee seeing that this cancellation was due to weather conditions which I submitted full proof. However their words changed, and told me that if I rebook a room that is the only way they will waive that fee. So I spoke to ***** FROM RESERVATIONS Whom was extremely rude. Knowing I had to spend Christmas alone at home while my whole family of 40 ppl were at the hotel. And all he could say was we have a policy did you see a charge from ocean sky, no so go contact Agoda. Who talks like that to a customer. I did not cancel this trip because I wanted to spend Christmas alone at home with out my family. My flight was canceled. This hotel is very greedy and has no care in the world except for over charging for nothing. The hotel is dirty, so out dated. Cockroaches everywhere. You can see mold on the walls and stains on the carpet. But besides all that we go and spend thousands of dollars on this hotel that truly isnt worth it. Shame on you ***** and shame on ocean sky for not caring especially during Christmas. Have a heart. On top of being alone for the holidays, ocean sky wants to charge me for the first night when know well they can waive it as a courtesy l. I have never in my 15 years of working in customer service ever seen anything like this. So disappointed in ocean sky. And as for *****, you really need more training on how to speak to clients.

  Business response

  12/28/2022

  Case #********

   

  We are presently reviewing this case as it is noted this reservation came through a third party and want to review the terms & conditions of the reservation before a decision on our part is finalized.

   

  Regards,

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

  General Manager

  Ocean Sky REsort

  ********

  Customer response

  12/28/2022

   
  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

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/27/22 the Gov. ** ******* issued evacuation orders for Zone B in which our house is located. I immediately went onto Priceline.com to book a hotel under the evacuation protocol. I booked the Ocean Sky Hotel and Resort for 3 nights and paid in advance $457.82.Upon arriving at the hotel at 5:30pm, I was refused to check in because I have a dog. Incidentally, it was my understanding that a hotel could not refuse a pet under evacuation orders. I asked the desk clerk to speak with a supervisor and she went into the back office and returned stating that her supervisor said they have a no pet policy and I couldn't check in. I asked about getting refunded because I paid in advance and was told to request refund through Priceline. I called Priceline who referred me to their affiliate **************. The csr at ************** said that the Hotel rep. declined the refund request because I was a NoShow. This is untrue. I booked the room on 9/27/22 at 11:42am and arrived at the hotel at 5:30pm on 9/27/22 after driving five hours across the state to safety. I then had to find another hotel willing to take my reservation and did so at a substantially higher rate due to the hurricane evacuation order. I am simply requesting my payment of $457.82 be refunded as I reserved the room and paid for it in good faith only to be turned away by the hotel desk staff. I spoke with ***************************, mgr of customer service relations who refused my refund request.I simply do not understand a company taking my money and not providing the service/accomodation agreed upon in the contract.Please help me in my refund endeavor as I cannot afford to pay for something I did not receive. As you can imagine, finances are stretched to the limit with thousands of dollars sustained in hurricane damages to my home.Thank you,************************

  Business response

  11/08/2022

  *************,

   

  Rest assured that we are to solve the situation shortly just want to contact Priceline to arrange through them this matter and we need Priceline agreement to reimburse the charges which by the way it will come from Priceline and not the hotel.  The hotel and Priceline need to agree that a refund will be issued as the hotel representative will be issuing back to Priceline.

  The procedure takes 2 to 3 days on normal circumstances.

   

  Respectfully,

   

  Ocean Sky resort management 

  Customer response

  11/08/2022

   
  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,
  
  *********************

*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. ↩