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:05/30/2023

  Type:Product 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.

  Business charges $168.88 extra after paying ****** for one night plus ***** to use the boat ramp. I tried to contacted the manager from the resort however a call back was never made to me to provide an explanation.

  Business Response

  Date: 06/01/2023

  You had extra guest visiting the resort. Per the policy you signed there is a extra $50 per person fee for the day pass. You were charged for your extra guest visiting the resort.$50 x 3 people plus tax = $168.88

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20122492
  
  I am rejecting this response because:

  You mentioned to ** during our check in that if we had ************ getting to the pool we will have to pay $50.00 per person as a one day pass. We told you, we are not going to be using the resort, we have a boat and we will be going to the sand bar. We are not planning on staying at the resort. Coconut ************* needs to show proof of pool usage. You never said that we had to pay this amount of money, nor collected any signature authorizing this transition; otherwise, I would have gone to a different boat ramp. The purpose of this complaint is to create a history for your business because Im sure that you have done this to many family that choose your place to relax and disconnect, no knowing that days after it going to be a nightmare.

  Please provide proof if not proof available, are you planning on keeping the money or refusing the $166.88 in which you decided to charge with NO approval?

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

  Business Response

  Date: 06/19/2023

  They went out on the boat with you. When you all came back in they used the pool and the facility. Per your signed contract (attached) you agreed to the terms of the fee. Therefore all charges are valid. 

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20122492
  
  I am rejecting this response because:

  You show no proof of any of my family member using the facility. I do remember having a big group of people in your pool at night but luckily they were not related to me. So please provide picture or videos in which support what you claimed. This is a waist of time, this is not how you resolve issues you been the manager of the property. The purpose of this is for it to stay in the record and I might no be able to ge try money back but definitely you will be more careful taking peoples money. Do you think its worthy to pay 240 dollars for just 1 night and you have the  odyssey of charging ****** just because a credit card was provide in case that something was broken at your facility. You are stealing money from people who are just looking to have a good time. I wonder how many of this transaction have you performed without authorization or notifying your clients. Fortunate you will find people like me who raised their concern to prevent this from continuing happening to others. A fraud credit card transaction will be open to your business, I have tried to resolve it by communicating, however, I have not been successful.

  Thanks for your time. Keep in mind that your clients should always be your number 1 priority to have them to returning. 

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

• Initial Complaint

  Date:10/03/2022

  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.

  Date was saturday october 1 2022 me and my girlfriend booked a room at this resort when we booked it we put in the special request section that we had a service dog we paid for room in advance full price we never received any thing from the resort about what papers we would need to show when we arrived for our dog when we got there they told us we need proof of our dog being a service dog plus grooming papers and proof of vacinations we checked there is no place that issues service dog papers or never heard of having to show grooming papers they were very rude and would not let us stay there we asked for our money back and were ***** told we are not getting a refund we paid 371$ for 2 nights we want help getting our money back

  Business Response

  Date: 10/04/2022

  Per the policy there are no refunds.

  Per the policy on the dogs we did not receive any documentation for the dog. Also on the site they booked on it states NO pets ********** animals. We asked for the document on there arrival they would not provide them. As they refused to give the documents needed for the pet the pet was not able to stay. 

  All the policies are listed on our website, the booking website and also found on the email confirmation they received on 9-7-22

  Customer Answer

  Date: 10/09/2022

   
  Complaint: 18161733
  
  I am rejecting this response because: The travel website they are a member of which is snaptravel has them listed as a pet freindly hotel also as per *** rules and law on service animal a hotel can not refuse a service animal for any reason they also can not ask for any documentation for the service animal these are the *** rules i am also filing a complaint with them on monday october 10 2022 they will be in all likely fining this hotel  i also want my refund of ****** $
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/12/2022

  We are not part of or affiliated with the website you stated

  This is in your email confirmation

  NO Pet Policy
  ?Any evidence of pet(s) on hotel property or in a guestroom will result in a $150 cleaning fee per day charge to the guest account. Any guest found with pet(s) in their room, will be asked to leave the property immediately.  "service animals" are  to be approved before arrival and will need the proper documentation.
  Some boarding area close to us:
  Grannie's ******** and Spa
  ****************************** 
  Keys Pet Nanny
  rover app on your phone

  We do not offer refunds or discounts for early departures. Reservation payments are final.

  
  

  Showing up with a fake ADA *** and then refusing to board *********** or pay agreed cancellation fee might be criminal
  

  This crime is sometimes called Defrauding an Innkeeper.
  Title XXXIII for the regulation of trade, commerce, investments, and solicitations in Chapter ************************************************** Section ******* provides:
  ******* Obtaining food or lodging with intent to defraud; penalty.
  (1) Any person who obtains food, lodging, or other accommodations having a value of less than $300 at any public food service establishment, or at any transient establishment, with intent to defraud the operator thereof, is guilty of a misdemeanor of the second degree, punishable as provided in s. ******* or s. *******; if such food, lodging, or other accommodations have a value of $1,000 or more, such person is guilty of a felony of the third degree, punishable as provided in s. *******, s. *******, or s. 775.084.
  (2) This section does not apply where there has been an agreement in writing for delay in payments. This section shall not be used to circumvent the procedural requirements of the ******* Residential Landlord and Tenant Act.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18161733
  
  I am rejecting this response because:We never received an email from Coconut Grove, whether to Welcome us to the resort or to advise us of their no pet policy.  The only correspondence was from Snap Travel with our Confirmation information.  I would like to request a copy from Coconut Grove with the date they supposedly sent it to us. 

  When we arrived, **** went into the office to check in  He politely told them that we had put in the special request info box that we had a service animal.  He was immediately attacked with comments about "fake dogs and they asked to see Lucys info>  The is no National Registry for trained Service Animals,   But she has been trained to detect medical emergencies, for which I take medicine for, but that is NONE of their business.  Rich came out to the car and said they wanted me to "provide" the appropriate information, I came in to tell them what was necessary, but the office person and a man that had been blowing leaves outside but came in to the office, started yelling that they would not allow my FAKE dog.  at that point. i was nearly in tears and did not want to continue being verbally assaulted.  I'm also a **** Estate Agent and very familiar with the laws protecting people with disabilities and medical issues under the Federal Disabilities Act.  

  Sincerely,
  **************************;

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

  Business Response

  Date: 10/21/2022

  this is on the snap travel website: that we have no connection to. We did not receive any request from them or you for a service animal.

   Special requests

   We will do our best to pass on your special requests to the hotel supplier - but we cannot guarantee that the hotel supplier will be able to honor any special requests that you make. You must contact the hotel supplier directly to confirm the availability of any extra items or special requests. It is also your responsibility to verify that the hotel supplier can satisfy any special needs (such as accessibility features)that you may have.

  ?your email confirmation was sent
  at 09/07/2022 10:06 PM email was sent to the email we received when you booked. 
  **************************************

  We can ask for vaccination of service animals and grooming you did not want to provide this information. Per the policy all service animals are to be Per Approved before your arrival you also did not complete this step. We have a no pet policy also listed on the email confirmation and on our website.

• Initial Complaint

  Date:06/22/2022

  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.

  04/23/22 Discover card charges: $257.63 room charge, $172.50 additional "pet cleaning" charge for a dog we don't even have.We ended up "staying" for approx. 20 minutes in 2 different rooms. The room(s) were dirty (bodily fluids on the side of the bed in 1st rm) and second room infested with biting bugs. After we were being bitten by bugs within minutes in the second room (crawling all over surfaces such as the nightstand), we called to say that we were unable to stay due to the poor conditions. Owner said to leave the keys in the slot in the box by the office door (wasn't going to come meet us at the office to check out). She said that she would not charge us, and I asked/verified that we would not be charged. She confirmed that, and that she would send us a confirmation of that. The next morning, I saw the room charge and an additional charge for "cleaning" due to the dog that I had with me and that I put the dog under the covers of the beds in both rooms". I don't have any pets - absolutely don't have a dog, and didn't bring a (fake) dog with me to vacation in *******. I never even attempted to lift the covers of the beds in either room. I didn't get that far in either room to do so because they were dirty. The woman who said she is the owner has produced fake/bogus/fraudulent pictures of random dog fur or hair as "evidence" to charge me this additional money. This is a business practice for these owners, and they are using it a means of generating steady revenue for themselves. They are charging unsuspecting customers for subpar/dirty rooms and fraudulent charges such as this on a regular basis. This has to be stopped. They are preying on people who cannot easily challenge or oppose them since they are not normally in that location to fight back against it. They are savvy in their tactics, and honest, trusting people will not be alert to what they are up to until it is too late for them. These disreputable business practices need to be stopped.

  Business Response

  Date: 06/23/2022

    The pic she is providing is the box spring cover. We believe this is not bodily fluid but coffee the had been spilt off of the night stand next to the bed. She also used the tub in this room we found dirty towels and dog hair found in the tub. When I went back to the room to move them I had her check the room for any issues. She walked around the room checking the bed nightstands, bathroom ect. she said this was fine and we left. This is already after 9pm and our office hours are 9am-9pm. Returning the keys in the night drop is standard procedure after office hours. Per the signed agreement refund: sorry no refunds Pets: no pets are allowed and $150 cleaning charge per day. The same dog hair was found in both rooms she was in. Per the bugs no bugs were found during cleaning. She has filed a claim with the credit card company wanting the charges reversed and it is under review at this time. The claim was filed on 5/2/2022