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Business Profile

Motels

Hollywood Beachside Boutique Suites

This business is NOT BBB Accredited.

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Complaints

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Complaint Details

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  • Initial Complaint

    06/12/2024

    Complaint Type:
    Sales and Advertising Issues
    Status:
    Answered
    Hi stayed at the Hollywood beach boutique suites hotel in Hollywood, ** for 3 nights, June 9-12 2024. I had to switch rooms twice due to various issues. The first issue was no wifi in the room which I needed to log in to work on my devices. I lost 3 hours of pay due to this. They switched my room but it had an infestation of cockroaches. They again switched my room, to one that did not have working hot water so I could not take a shower or wash my hands with warm/hot water. I requested a refund today 6/12/24, the clerk raised her voice to me and refused to help me which prompted me to call the police to mediate. I want a full refund for the anguish and anxiety this caused me. I was treated inhumanely and this is unacceptable.

    Business response

    06/12/2024

    Good afternoon

    Indeed guest had some issues while she was staying at the hotel and hotel decided to make full refund of her reservation for all the inconveniences she had.    We sent her an email with this information minutes before we saw your email.

    This morning, I spoke to the guest and informed her that I was going to verify all the information, cause I just received the complaint and that I was going to confirm with corporate what the compensation was going to be and I was going to let her know as soon as I had that information..  She even asked for something in writing stating we were working on it and I sent it to her.  See below a copy of the emails 

    About the treatment she received from our front desk staff I have to differ from what she is saying, I saw the surveillance cameras  and the front desk did not yell or spoke to her in a bad way.

    If you need additional information, please do not hesitate to contact us.

    Regards,

     

    Ygli ********

    Manager

     

    Hollywood Beachside <******************************************************> 9:21?AM (10 hours ago)
    to misskes809

    Dear ********************

    Again Please receive our sincerest apologies, for the inconveniences you had during your stay.
    I am working with you and booking.com with the compensation you will receive, please allow me the time to make the process, since your reservation was a prepaid reservation.

    Thank you for your patience and again if you would like to have a late check out you are more than welcome to do so, just let me know and I will arrange it for you.

    Regards,

    Ygli ********
    Manager


    --
    Tel.:  **************
    Fax.:  ***************
    Emergency number:  **************
    E-mail:  ******************************************************
    ***************************************
    Hollywood, Fl. 33019
    www.hollywoodbeachside.com
    Like us on *********  facebook.com/hollywoodbeachsideboutiquesuites


    K Sull 10:27?AM (9 hours ago) to me

    I am truly mortified from what I experienced staying here. Your colleague working at the desk today was absolutely rude and unwilling to help or offer any type of resolution, which is why I had to call the police to be present because I didnt feel comfortable with her raising her voice to me, and I felt that my efforts to try to work through this without assistance didnt make matters any better. Our entire interaction was recorded on the officers body cam. I expect at bare minimum 50 % if not 100% compensation for my stay here, due to the major inconveniences of no wifi in room 54 which I needed for work (which I lost pay due to this) sanitation issues in room 412 (cockroaches) and the water in the bathroom not working properly in room 7, where I could not shower. This is disturbing and very concerning to say the least. No one should have to experience such discomfort, anxiety or anguish during a hotel stay. 

    K Sull 1:30?PM (6 hours ago)  to me

    When should I expect to hear back regarding this? I am requesting a time frame. 

    K Sull 4:29?PM (3 hours ago) to me
    It has been hours since we spoke, what is the status of this ? 

    Hollywood Beachside <******************************************************> 4:46?PM (3 hours ago) to K

    Dear ********************

    Thank you for your email.  Again, We are very sorry that your stay at our establishment did not meet your expectations.  We regret any inconvenience you have experienced and we have taken the necessary steps to fix these issues.  

    Given the unfortunate situation, we applied for a full refund to your reservation. We requested the 3rd. party to issue this refund, please allow 7 to 10 business days to show on your statement.

    Again please accept our sincerest apologies and If there's anything else I can help you with,  do not hesitate to contact us.

    Our best regards,


    Ygli ********



























     

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BBB Rating & Accreditation

A+

This business is not BBB Accredited

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Businesses in this category

Years in Business: 13

Customer Reviews are not used in the calculation of BBB Rating

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Contact Information

609 N Ocean Dr

Suite 31

Hollywood, FL 33019-1414

Visit Website
(754) 400-9132

Customer Complaints Summary

1 total complaints in the last 3 years.

1 complaints closed in the last 12 months.

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